colville2002

Did you comply with paragraph 3b of the ticket contact? How about Article 15 of the Athens Convention?

For Article 15, yes as noted above I completed a Personal Property Report on the pier and called them the following day, sending the report and pictures by email that night as requested in the phone call.

I don't see a paragraph 3b in the ticket contract?

I believe I am dealing with the UK call centre (now offshore) since I dial a UK based number to contact them but when I was not happy, I copied in Michael Bayley's office in the hopes this would have some effect.

The Customer Service agent said they had to send the claim off for approval to the finance office so perhaps they did not flag to the finance office that it should be based on UK T&C's.

I did flag to the Customer Services agent that I was referring to section 5.8 of the contract but perhaps they did not look this up. I will contact them again and ask if this is why they limited the offer to $300 - hopefully this might be enough to get to a resolution

On the lying, if I am talking to someone who I believe knows the situation and they tell me a contract says one thing and when I read the contract it says another, to me it seems like lying. I can see now they might have made a misunderstanding. As for referring to it as hand luggage, the cruise contract differentiates in the limits that apply so I need to differentiate it somehow. Not having a go, just clarifying why I said what I did

I should clarified I'm based in the UK, so UK T&C's. Section 5.8 of these covers the liability limits towards guests (and refers to the Athens Convention). The last sentence of this section states

In the event of our liability for damage and loss to baggage,

where baggage is deposited with the ship, this is limited to 3,375 (approximately £3,200) and for damage and loss to cabin luggage this is limited 2,250 SDRs (approximately £2,100).

I haven't read each page line by line but I have completed a Search on the Abobe PDF and no results were obtained for '$300'

By hand luggage, I mean it was to be hand luggage on the flight home. We put everything we didn't need for the morning on the ship in my "hand luggage" and kept what we did need in my wife's carry-on. There was no point carrying both bags to breakfast in the morning, we have a two year old son so the less items to carry around the better.

By nothing too valuable, I mean I almost put my good watch in there the night before but kept it in the safe instead. It's not worth £10,000 but would be more than $300. And yes, there were electronics in there - an ebook reader and a portable DVD player along with some other items including a signed book I bought before the holiday.

The contract refers to limts for damage to luggage and then for hand luggage specifically, referring to the Athens Convention and the limit for hand luggage is given as around £2,100 if i recall correctly or significantly more than $300 - I don't recall the exact section but I can check later when I am finished work if anyone wants (I also googled the Athens Convention to confirm exactly what it said).

I don't expect them to pay me the limit, just meet the cost of replacing my items) but used the £10k watch example to clarify whether the $300 limit he stated was an absolute limit in the contract or if it simply referred to my situation - he said it was an absolute limit from the contract, which is incorrect.

They have told me to seek anything further from my insurer but no insurer will pay me out of their own pocket until the cruise line has met the terms of their own contract - if I claim the difference from the insurance company I would expect the insurance company to then seek that difference from the cruise line until the contract has been abided by.

Hopefully that has explained any inconsistencies and why they had my hand luggage to deliver to the terminal. I will try Michael Bayley's office again this evening and hopefully that produces a better result

I'm looking for some advice or experience of this situation. When disembarking the Independence on 15 May, they managed to drop my hand luggage into the water. Luckily nothing too valuable was in there but I was told on the day that they would make everything good and I should submit a Personal Property Report to Customer Services and call them when I got home and things would be well.

I called Customer Services the next day and was asked to email the Report over along with pictures and a list of the damaged items. I did so that night and waited several weeks for a response. It took four phone calls, each time being promised that the agent dealing with the claim would call be back before he actually did and I was told that all they would offer was $300. According to the agent this was based on the Passenger Cruise contract and was the absolute limit they could offer under the contract. I gave the example of what if I had had a £10,000 watch in the luggage that was beyond repair and he confirmed that the $300 would still be the limit. I asked for time to think the offer over and could he confirm the offer in writing.

I then reviewed the Contract to discover that the limitations included in it were substantially higher than $300, even for hand luggage, and were based on the Athens Convention which the cruise line had signed up to. I therefore responded to the email offer confirming that it was not acceptable, that I did not appreciate being lied to about the limits that applied in the cruise contract and I expected them to abide by these limits. Again I heard nothing for over a week so I called to chase and was told that on a review of the file, that was a final offer but I insisted this was not acceptable so they said that they agent handling the case would call me back once he was off the call he was dealing with. This last call was on 28 June and I'm still waiting for the call back.

Does anyone have any advice on where I go from here? The offer barely covers half of the damage caused and the customer service has been terrible. I copied in MIchael Bayley to the email rejecting the offer and complaining about being lied to over the applicable limits but that doesn't appear to have had an impact.

Thanks Shelley, tried to post to say the same thing but it keeps messing up the reply when I hit post

just incase anyones searches the forum for posts like this..

 

rang up and i cant get a discount or an upgrade, this is a new offer and i cant just switch over.

 

i can cancel my booking and then make a totally new booking getting the new prices\offer\OBC but will lose my deposit. i booked when it was only a

Thanks both, I thought that was the case but just wanted to check. On Independence in May but might be looking at booking something later in the year and the more attractive options at the minute seem to be on Celebrity! Their current deal runs until our third day on the Independence so if pricing doesn't change it may be worth booking it then

Is it possible to book a Celebrity cruise while on a Royal Caribbean ship and if so, do you get any form of benefit for doing so like you would if you were booking a Royal Caribbean cruise?

Just wondering why anybody would do this.

I would have thought the best option would be to use a no foreign exchange fees credit card and insist rc charge your bill in dollars

It's because the cruiselines do not update their online exchange rates as regularly - for instance I got $1.67 to £1 for my cruise with Princess in March - actual rates were closer to $1.40 to £1. Similarly, got $1.43 to £1 with RCI for a cruise in August when actual rates were closer to $1.20 to £1. Dramatically better than using a no-fee credit card.

In my experience, it is usually easy to get seated early, like within the first half-hour the restaurants are open. However, you might want to make a reservation for the first night, and then see how it goes, and if necessary, make reservations for the remaining nights.

Thanks, I'm going to do as you say then decide about the rest of the trip once we are onboard. I'm expecting a time change as well so he might be happy eating slightly later since it will seem the same time to him, will see how that goes before booking any later nights

We are on my time dining for our first cruise with our young son later this month. We plan to head down as soon as the restaurant opens - is it worth booking a time or does it tend to be easy to get a table that early?

The allocation has come through last night, so we did get the family ocean view in the end. It's right at the front of the ship but almost twice the size of our inside cabin so much more room for us along with the cot for our son.

Apologies for the typo, obviously had ocean view on the brain. We had an inside cabin, have now gone for the ocean view guarantee and patiently awaiting our allocation.

The option for a guarantee ocean view is now gone on our sailing while the family ocean views still remain so looks like we are getting one of the hidden rooms remaining.

I had a feeling that would be the case but was getting hopeful! For the price, I think it will be worth it anyway although we did get a decent inside cabin.

Looking at my cruise, there is the option of a guarantee ocean view room and my travel agent has confirmed the upgrade price from our interior ocean view is only £100 total. The only specified rooms available are Family Ocean View rooms - does that make it pretty likely it is one of those we will be allocated or are they likely to have hidden rooms left to allocate to the guarantee category? I realise no-one can guarantee what will happen but anyone seen something similar before?

Royal have come back to day they recommend the earliest flight being 9.30 so think we'll just end up changing the flights and finding something to do for the day. I don't think doing self disembark will work with our toddler.

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Thanks everyone. I emailed C&A but missed a call from them earlier. Will wait and see what they say when they call back in a little while before going back to the airline

Thanks. I thought that would be the case

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Where are you flying from? If it is from Southampton Parkway and it is a domestic flight, you might be ok. However, to be on the safe side, get your flight changed to a later time.

Flying from Glasgow so it is a domestic flight. If we could get to the airport by 7.30 I think we'd be ok but any later and I think we are pushing it, especially as we'll have our almost 2 year old with us

I have just had an email from my airline changing my flight out of Southampton from lunchtime forward to 9am on the day we return in to Southampton port.

According to the itinerary, the ship arrives at 5.30am. Does anyone think it possible to make it to the airport in time for a 9am flight? How early are we likely to be able to disembark the ship?

It is on the Independence cruising 27 August to 9 September if that makes a difference - so the day in question is a work day and that might be rush hour, not sure what traffic is like at the time.

Funny that you should mention that...

 

We are booked on Splendour in what was described as a Panoramic Ocean View Stateroom. They are being sold on decks 2 and 3 (cat F).

On all current Splendour sailings they are still described as POV (cat F) and priced higher than all other OV staterooms!

 

If you look at the picture of Splendour below you can see that all the windows on those decks are the same size and not floor to ceiling as described!!

 

Ocean views are also on deck 6 (described as Superior OV with balcony). In the picture below you can see the 'new' balconies on deck six. Originally this was a row of windows which were the same size as those on decks 2 and 3.

The 'original' balcony staterooms are on decks 7 and 8.

 

 

 

The picture below is a close up of Grandeur showing the windows on decks 2,3 and 4.

We have stayed in an OV on deck 4 and it is not floor to ceiling.

 

Yeah I kept checking and still shows up as Panoramic despite it having been pointed out to them by my agent, Cruise118. Can't believe they haven't sorted the system yet. My agent was away to review their bookings to see if they had anyone else where the mistake had taken place and they believed RCCL were going to do the same. Obviously not!

When I check online direct with RCCL for my cruise, it doesn't show up the correct PV rooms for booking as an option at all, only the F's with the wrong description. It could be the PV rooms are now fully booked but it also didn't show up when I wanted to make the booking and there were clearly still some free at that time.

I had booked a Handicapped Cabin on Deck 2. It was the only handicapped POV cabin available. Was not happy to be on Deck 2. Today- Contacted RCCL & was told to contact Customer SErvice to get on a list if any higher levels had a cancellation. They actually did have one on level 3- a little better. Any handicapped cabins above 3 are balconies so I took it. lucky I guess.

Hi Djay

You may want to check with RCCL that it is definitely a panoramic/preferred ocean view cabin you have - see the deck plans at the following link as there are no POV cabins on decks 2 or 3.

http://www.royalcaribbean.co.uk/images/Grandeur_v2015_Oct_tcm16-59858.pdf

This may be a similar issue that I came across booking a cruise on the Splendour for November - the description and cabin category name corresponds to the POV category but the type indicator is actually an F which is the Large Ocean view cabin, not the POV and is substantially smaller and does not have the floor to ceiling windows. The POV cabins are on decks 7 and 8 - called PV rather than F.

I'm just waiting on a response to a complaint about this as I've had to pay more to get the room that corresponds to the description their site gives.