Refund Roll Call

[Cru Doll]

On 6/15/2020 at 8:45 PM, JPH814 said:

Yes. I received the refund of my FCDs about on June 6 and my cruise-fare refund on June 10. Good news for you. Should be soon.

 

 

 

Sent from my iPhone using Forums

Good News!

 Today the refund for our June 27th cruise and airfare appeared on our cc.  Yes, JPH814, it arrived two days after our refund for two FCDs which were applied to this sailing.   It was posted by Seabourn on June 12.  
Thanks for initiating and maintaining this spreadsheet.  You are doing a great job in keeping us informed and connected!  

[MJN1]

JPH814,

thanks for all your work here!

Our Refund arrived! 😀 (Your spreadsheet shows me as MTN1):

Cruise Date: 6/23/2020

Cruise cancelled by Seabourn: 4/14/2020

Excursions refunded: 5/15/2020

Spa Bookings refunded: 5/15/2020

Cruise Refund requested: 4/15/2020

Full refund (incl the 2 x 500 Future Cruise credit) received: 6/15 and 6/16/2020

Time to refund: 2 months. No complaints from our side.....

Guess it will take a bit longer until we feel safe to book again!

 

[tv24]

To bring you up-to-date on the refund I requested March 15 for our cruise scheduled for March 28 that was cancelled.  I phoned Seabourn this morning since over 90 days have passed since my refund request with no communication from Seabourn.  My patience was wearing out.  I was quickly connected to Rina who confirmed that the $249 we had received May 29 was a refund of the taxes, fees & port expenses.  She was puzzled as to why there had been no refund of the $7,000+ more that we are owed so she checked with her boss while she put me on hold.  She came back to say that there was nothing wrong or lost and that the balance was still in process.  When I pressed her for a time frame, she said maybe the end of June, maybe the beginning of July.  So, since she was somewhat responsive, and certainly very kind, I've decided to re-activate my patience and wait.  We are putting off our filing a dispute with AmEx credit card.  So back in the queue.

[wire]

Yea-haw......today Seabourn finally came through with the second of our two cruise refunds, plus our FCDs. It’s been a long road but we’re now square. This was for a 6/27 cruise what Seabourn canceled on 4/16. I really had my doubts that we would see this money and its been a less then pleasant experience dealing with Seabourn. 

 

Hang in there everyone still waiting....it could happen ! 

Edited June 17, 2020 by wire

[MightyQuinn]

Happy to see these refunds coming in.  With a few notable exceptions (looking at you Paulchili 😂) it seems SB has gotten much better at processing them lately.  So we decided it was time to jump in and join the queue.  With much regret, today we cancelled our 2021 Quest cruise and were told the refund could take up to 60 days.  We only have a deposit on file which should be simpler to process than a full refund.  As they say on Chopped ... the clock starts now! 

[Mauzac]

Hanging on in there, but seeing later cruises and later refunds happen does make me wonder what on earth is up with my refund!

Pleased to hear they are filtering through, but think I'm top of the pile at 95 days and no idea why this is so.   

 

Edited June 17, 2020 by Mauzac

[KLOlson]

JPH - for your next spreadsheet update (and thank you so much for starting this thread to connect us all in this ever-so-long refund waiting game).

 

Sailing date April 8, 2020.

We canceled March 9 and Seabourn subsequently canceled March 13.

Petitioned Seabourn for exception to receive full refund vs FCC; approved by Seabourn March 25.

 

Finally...after approx 85 days...full refund posted to our credit card today, June 17 🥳!

 

[Canadalin]

Hooray! We received the last of our monies today on our credit card.  We received our credit on Amex almost immediately but had to wait a few days for our credit to show up on our bank visa.

I would like to thank JPH814 for all of his efforts in putting together the spreadsheet.  My anxiety was increasing with each day waiting for my refund and when I googled Seabourn refund this page came up.  In a  strange way it decreased my anxiety understanding there were others in the same boat at the same time increasing my anger that there were other people in the same situation who were not refunded promptly or at least corresponded with as to what was going on.

Again, Thank you JPH814 and enjoy your holiday

Carol

[Remember66]

Hi all

 

just a point or two on process, I am told my refund is to be paid within days (but who knows!!!) 

 

1 does it go to my travel agent first

2 does it go direct to my bank account - did not pay on credit card

3 trips were refunded direct to my Visa card on which these were paid and email sent direct to me that day - seems like a few years ago now !!!!

4 for those who have had refunds did you get email notification

5 did you get an apology from Seabourn for the delay - only joking !

 

thanks

 

will then rebook the same trip for next year when/if the pricing is right - would be nice to meet some of you guys up the Amazon

 

 

[MJN1]

One point on the refunding of future cruise deposits (FCD):

As mentioned, SB also refunded us the 2x $ 500 FCD as part of the total fare refund. When I told our TA about the completed refund (incl the amount of the FDCs) , she was worried that we would thus lose the chance to save the usual 5% at our next booking (whenever that will be...).

She thus contacted SB to re-instate the FDC and we were willing to pay the $1,000 back to SB again.

The great answer from SB was that they will manually apply the 5% discount at the time of the next booking and that there is no need to pay the $ 1,000! We only need to give them the reference booking number of the cancelled cruise at that time to make this happen.

So, thank you SB 👍 and maybe helpful for others in a similar situation.

 

[Mauzac]

2 hours ago, Remember66 said:

Hi all

 

just a point or two on process, I am told my refund is to be paid within days (but who knows!!!) 

 

1 does it go to my travel agent first

2 does it go direct to my bank account - did not pay on credit card

3 trips were refunded direct to my Visa card on which these were paid and email sent direct to me that day - seems like a few years ago now !!!!

4 for those who have had refunds did you get email notification

5 did you get an apology from Seabourn for the delay - only joking !

 

thanks

 

will then rebook the same trip for next year when/if the pricing is right - would be nice to meet some of you guys up the Amazon

 

 

 

I am UK too and awaiting refund of possibly same cruise (Manaus/Miami)

1.  I was told that although I booked through a (well known) TA in UK, the payment actually went direct to SB via the TA.

2.  Yes.  I have had one later cruise refunded and it went direct on to my debit card, with the deposit paid by CC going onto there, and the CC credit arrived first although I was told that debit card is quicker. 

No notifications whatsoever. 

🙂

[rallydave]

2 hours ago, Remember66 said:

Hi all

 

just a point or two on process, I am told my refund is to be paid within days (but who knows!!!) 

 

1 does it go to my travel agent first

2 does it go direct to my bank account - did not pay on credit card

3 trips were refunded direct to my Visa card on which these were paid and email sent direct to me that day - seems like a few years ago now !!!!

4 for those who have had refunds did you get email notification

5 did you get an apology from Seabourn for the delay - only joking !

 

thanks

 

will then rebook the same trip for next year when/if the pricing is right - would be nice to meet some of you guys up the Amazon

 

 

 

While not in UK or Europe believe the movement of money back works the same way for all and is simply it goes back on the same form of payment as it was received by Seabourn.  Would only go to travel agent if you paid the travel agent and the travel agent then paid Seabourn.  So if you wrote a check it would come back to you as a check so not a direct deposit to your bank account.

 

As far if you paid with a debit card have no clue how it would come back as NEVER use a debit card only credit card as in the US no protection for debit card but, lots of credit card protection plus am able to save thousands of dollars annually by using credit card.  And, no notification of any kind.

[JPH814]

Seems like a pretty steady flow of refunds coming in.  Hopefully all will be satisfied pretty soon. 

In reading the threads, I know there is speculation about refunds going to the TA and then forwarded to the customer.  In my case, I do not think that is the case,.  I am assuming that since the refund on my credit card said "Seabourn" and not "TA.com" (not he real name of course) that the refund come directly from Seabourn to my credit card.  

Anyway, here is the latest update.  Let me know if I did anything wrong.  By the way, I am trying to consistently use the date the credit appeared to the customer on the card, not the transaction date on the credit card.  For example, mine was transaction date was June 4 but it did not appear on my card until June 10.  So I used June 10.    No big deal...

 

Here you go- 50 down, 19 more to go (unless we add some more)

	As of Date:	6/18/2020
	Cruise Fare	Cruise  Date	Refund Request  Date	Refund Received Date	Days since Request	Days between Request and  Refund
u	cruzluvers	3/22/2020	3/9/2020		101
n	Mauzac	4/5/2020	3/14/2020		96
u	Plane7c	4/15/2020	3/14/2020		96
u	TV24	3/28/2020	3/15/2020		95
n	Pilotapat	3/22/2020	3/16/2020		94
n	Ramses	3/14/2020	3/20/2020		90
	Foyt	7/25/2020	3/23/2020		87
n	remember66	4/5/2020	3/26/2020		84
u	Clou	9/16/2020	3/27/2020		83
n	joc123	4/29/2020	3/31/2020		79
	Laylam	5/9/2020	4/1/2020		78
u	Clou	12/22/2020	4/13/2020		66
	DC Traveler	5/2/2020	4/13/2020		66
n	Gilligan840	5/23/2020	4/14/2020		65
	Laylam	5/23/2020	4/16/2020		63
u	Whystayhome	7/31/2020	5/6/2020		43
u	Whystayhome	10/24/2020	5/6/2020		43
	labate	8/14/2020	5/7/2020		42
u	TV24	10/3/2020	5/7/2020		42
u	Klolson	4/8/2020	3/9/2020	6/17/2020		100
	canadalin	4/8/2020	3/15/2020	6/17/2020		94
n	rgaudet	3/28/2020	3/15/2020	6/16/2020		93
u	Jodiandfrank	7/18/2020	3/16/2020	6/14/2020		90
n	Reefknot	4/5/2020	3/17/2020	6/15/2020		90
u	Not Jaded	12/20/2020	3/20/2020	6/13/2020		85
u	Mark56	5/9/2020	3/16/2020	6/8/2020		84
n	Sunburned Tongue	3/22/2020	3/9/2020	5/31/2020		83
	Wire	12/20/2020	3/22/2020	6/13/2020		83
n	Daliowner	5/5/2020	3/11/2020	5/31/2020		81
n	Flaminjune	3/14/2020	2/24/2020	5/13/2020		79
n	Scottie920	4/5/2020	3/16/2020	6/3/2020		79
n	Mauzac	4/20/2020	3/30/2020	6/15/2020		77
	SF Voyage	4/17/2020	3/9/2020	5/24/2020		76
	Teamflames	4/15/2020	3/10/2020	5/25/2020		76
n	Rambo Trout	3/22/2020	2/27/2020	5/12/2020		75
n	Sunburned Tongue	4/17/2020	3/9/2020	5/23/2020		75
u	Bobal	5/6/2020	3/11/2020	5/24/2020		74
u	crudoll	6/27/2020	4/15/2020	6/27/2020		73
u	jkwestlake	3/21/2020	3/27/2020	6/8/2020		73
	Hoosier74	7/18/2020	3/18/2020	5/29/2020		72
	JRS51	6/27/2020	3/25/2020	6/5/2020		72
n	astride	4/29/2020	3/30/2020	6/9/2020		71
u	Marazul	4/22/2020	4/2/2020	6/12/2020		71
	Phillipahain	4/22/2020	3/30/2020	6/9/2020		71
n	Sueweldon	3/14/2020	3/15/2020	5/23/2020		69
	Happyhoppies	3/22/2020	3/17/2020	5/23/2020		67
u	swaxxy	4/29/2020	3/30/2020	6/5/2020		67
u	jenudallas	4/20/2020	3/30/2020	6/4/2020		66
u	Westport	7/18/2020	4/3/2020	6/8/2020		66
u	Hencol	4/20/2020	3/31/2020	6/4/2020		65
	Twinkles	3/28/2020	3/15/2020	5/18/2020		64
n	MJN1	6/23/2020	4/13/2020	6/15/2020		63
	Wire	6/27/2020	4/16/2020	6/17/2020		62
u	Jcrobinson48	8/12/2020	4/5/2020	6/1/2020		57
	DuffyMcDuffy	5/31/2020	4/14/2020	6/9/2020		56
u	mhf	5/6/2020	3/26/2020	5/21/2020		56
n	ON Cruiser	5/31/2020	4/14/2020	6/9/2020		56
n	Astride	5/16/2020	4/15/2020	6/9/2020		55
u	chessie	5/23/2020	4/13/2020	6/7/2020		55
	oceanaire365	5/16/2020	4/14/2020	6/8/2020		55
u	Jcrobinson48	5/23/2020	4/15/2020	6/8/2020		54
u	jph814	5/23/2020	4/17/2020	6/10/2020		54
n	Zimflyer	3/22/2020	3/17/2020	5/10/2020		54
u	DFW	5/23/2020	4/16/2020	6/8/2020		53
	barcrab	10/10/2020	4/9/2020	5/30/2020		51
u	Flyfishingwidow	6/3/2020	4/15/2020	6/5/2020		51
u	Wyattsaubt	6/6/2020	4/15/2020	6/4/2020		50
u	Zelker	5/23/2020	4/15/2020	6/4/2020		50
u	Mmastell	1/13/2021	4/9/2020	5/25/2020		46
	Average					68.8

 

[zelker]

3 hours ago, MJN1 said:

One point on the refunding of future cruise deposits (FCD):

As mentioned, SB also refunded us the 2x $ 500 FCD as part of the total fare refund. When I told our TA about the completed refund (incl the amount of the FDCs) , she was worried that we would thus lose the chance to save the usual 5% at our next booking (whenever that will be...).

She thus contacted SB to re-instate the FDC and we were willing to pay the $1,000 back to SB again.

The great answer from SB was that they will manually apply the 5% discount at the time of the next booking and that there is no need to pay the $ 1,000! We only need to give them the reference booking number of the cancelled cruise at that time to make this happen.

So, thank you SB 👍 and maybe helpful for others in a similar situation.

 

 

This is AWESOME news!!  Now I just have to remember to request that when/if we book another cruise with them sometime in the future.  

 

[Cru Doll]

49 minutes ago, JPH814 said:

Seems like a pretty steady flow of refunds coming in.  Hopefully all will be satisfied pretty soon. 

In reading the threads, I know there is speculation about refunds going to the TA and then forwarded to the customer.  In my case, I do not think that is the case,.  I am assuming that since the refund on my credit card said "Seabourn" and not "TA.com" (not he real name of course) that the refund come directly from Seabourn to my credit card.  

Anyway, here is the latest update.  Let me know if I did anything wrong.  By the way, I am trying to consistently use the date the credit appeared to the customer on the card, not the transaction date on the credit card.  For example, mine was transaction date was June 4 but it did not appear on my card until June 10.  So I used June 10.    No big deal...

 

Here you go- 50 down, 19 more to go (unless we add some more)

	As of Date:	6/18/2020
	Cruise Fare	Cruise  Date	Refund Request  Date	Refund Received Date	Days since Request	Days between Request and  Refund
u	cruzluvers	3/22/2020	3/9/2020		101
n	Mauzac	4/5/2020	3/14/2020		96
u	Plane7c	4/15/2020	3/14/2020		96
u	TV24	3/28/2020	3/15/2020		95
n	Pilotapat	3/22/2020	3/16/2020		94
n	Ramses	3/14/2020	3/20/2020		90
	Foyt	7/25/2020	3/23/2020		87
n	remember66	4/5/2020	3/26/2020		84
u	Clou	9/16/2020	3/27/2020		83
n	joc123	4/29/2020	3/31/2020		79
	Laylam	5/9/2020	4/1/2020		78
u	Clou	12/22/2020	4/13/2020		66
	DC Traveler	5/2/2020	4/13/2020		66
n	Gilligan840	5/23/2020	4/14/2020		65
	Laylam	5/23/2020	4/16/2020		63
u	Whystayhome	7/31/2020	5/6/2020		43
u	Whystayhome	10/24/2020	5/6/2020		43
	labate	8/14/2020	5/7/2020		42
u	TV24	10/3/2020	5/7/2020		42
u	Klolson	4/8/2020	3/9/2020	6/17/2020		100
	canadalin	4/8/2020	3/15/2020	6/17/2020		94
n	rgaudet	3/28/2020	3/15/2020	6/16/2020		93
u	Jodiandfrank	7/18/2020	3/16/2020	6/14/2020		90
n	Reefknot	4/5/2020	3/17/2020	6/15/2020		90
u	Not Jaded	12/20/2020	3/20/2020	6/13/2020		85
u	Mark56	5/9/2020	3/16/2020	6/8/2020		84
n	Sunburned Tongue	3/22/2020	3/9/2020	5/31/2020		83
	Wire	12/20/2020	3/22/2020	6/13/2020		83
n	Daliowner	5/5/2020	3/11/2020	5/31/2020		81
n	Flaminjune	3/14/2020	2/24/2020	5/13/2020		79
n	Scottie920	4/5/2020	3/16/2020	6/3/2020		79
n	Mauzac	4/20/2020	3/30/2020	6/15/2020		77
	SF Voyage	4/17/2020	3/9/2020	5/24/2020		76
	Teamflames	4/15/2020	3/10/2020	5/25/2020		76
n	Rambo Trout	3/22/2020	2/27/2020	5/12/2020		75
n	Sunburned Tongue	4/17/2020	3/9/2020	5/23/2020		75
u	Bobal	5/6/2020	3/11/2020	5/24/2020		74
u	crudoll	6/27/2020	4/15/2020	6/27/2020		73
u	jkwestlake	3/21/2020	3/27/2020	6/8/2020		73
	Hoosier74	7/18/2020	3/18/2020	5/29/2020		72
	JRS51	6/27/2020	3/25/2020	6/5/2020		72
n	astride	4/29/2020	3/30/2020	6/9/2020		71
u	Marazul	4/22/2020	4/2/2020	6/12/2020		71
	Phillipahain	4/22/2020	3/30/2020	6/9/2020		71
n	Sueweldon	3/14/2020	3/15/2020	5/23/2020		69
	Happyhoppies	3/22/2020	3/17/2020	5/23/2020		67
u	swaxxy	4/29/2020	3/30/2020	6/5/2020		67
u	jenudallas	4/20/2020	3/30/2020	6/4/2020		66
u	Westport	7/18/2020	4/3/2020	6/8/2020		66
u	Hencol	4/20/2020	3/31/2020	6/4/2020		65
	Twinkles	3/28/2020	3/15/2020	5/18/2020		64
n	MJN1	6/23/2020	4/13/2020	6/15/2020		63
	Wire	6/27/2020	4/16/2020	6/17/2020		62
u	Jcrobinson48	8/12/2020	4/5/2020	6/1/2020		57
	DuffyMcDuffy	5/31/2020	4/14/2020	6/9/2020		56
u	mhf	5/6/2020	3/26/2020	5/21/2020		56
n	ON Cruiser	5/31/2020	4/14/2020	6/9/2020		56
n	Astride	5/16/2020	4/15/2020	6/9/2020		55
u	chessie	5/23/2020	4/13/2020	6/7/2020		55
	oceanaire365	5/16/2020	4/14/2020	6/8/2020		55
u	Jcrobinson48	5/23/2020	4/15/2020	6/8/2020		54
u	jph814	5/23/2020	4/17/2020	6/10/2020		54
n	Zimflyer	3/22/2020	3/17/2020	5/10/2020		54
u	DFW	5/23/2020	4/16/2020	6/8/2020		53
	barcrab	10/10/2020	4/9/2020	5/30/2020		51
u	Flyfishingwidow	6/3/2020	4/15/2020	6/5/2020		51
u	Wyattsaubt	6/6/2020	4/15/2020	6/4/2020		50
u	Zelker	5/23/2020	4/15/2020	6/4/2020		50
u	Mmastell	1/13/2021	4/9/2020	5/25/2020		46
	Average					68.8

 

JPH814

One correction:  our refund was credited to our account on June 17th.  That changes the number of days to 63.  
Thanks again for all you are doing for us.

[zelker]

13 hours ago, MJN1 said:

One point on the refunding of future cruise deposits (FCD):

As mentioned, SB also refunded us the 2x $ 500 FCD as part of the total fare refund. When I told our TA about the completed refund (incl the amount of the FDCs) , she was worried that we would thus lose the chance to save the usual 5% at our next booking (whenever that will be...).

She thus contacted SB to re-instate the FDC and we were willing to pay the $1,000 back to SB again.

The great answer from SB was that they will manually apply the 5% discount at the time of the next booking and that there is no need to pay the $ 1,000! We only need to give them the reference booking number of the cancelled cruise at that time to make this happen.

So, thank you SB 👍 and maybe helpful for others in a similar situation.

 

 

@MJN1  Quick follow-up to your post ... I send your post to my TA who then contacted Seabourn, they confirmed that all we need to do for a future booking is give them the booking number for the one they cancelled and we'll get the 5% FCD discount.  She also asked them to note it in our record for the cancelled booking.  So glad you posted this!!  THANKS AGAIN!!!  🙂 

[klkaylor78]

Sorry I missed this when this all started

We have had 5 cruise segements, 4 cruise booking numbers cancelled by Seabourn

First one 13 Mar 20 to depart 15 Mar 20, followed by 20 Apr 20, 12 Jun 20, and 18 Sep 20. All of our cancelations were done by Seabourn. We did receive shore excursion refunds very quickly to our account.

 

At this point we have received refunds for the first booking(two cruise segments) , and FCC for the second, and third to the best of my ability to calculate. We have not received the refund for our second booking. If Cru Doll would like more data I can provide it for his spread sheet.

 

The two biggest things for us is that when we get a refund of FCC notice they are not accompanied with the cruise booking they are from, and I am unable to find a location withing my Seabourn account to confirm the FCC. Has anyone confirmed what they are getting in FCC matches the amount they expect based on the cost of their cruise?

 

Does anyone know of the URL to confirm you FCC in your account with Seabourn?

 

 

 

[marazul]

19 hours ago, zelker said:

 

@MJN1  Quick follow-up to your post ... I send your post to my TA who then contacted Seabourn, they confirmed that all we need to do for a future booking is give them the booking number for the one they cancelled and we'll get the 5% FCD discount.  She also asked them to note it in our record for the cancelled booking.  So glad you posted this!!  THANKS AGAIN!!!  🙂 

MJN and Zelker,

 

We just got our FCD deposits refunded much to our surprise. I am glad SB intends to honor a 5% discount in the future. That is surely a very nice loyalty bonus.  

Thank you both for posting this.

[plane7c]

I was booked on the Quest April 5 Manaus to Miami cruise.  Seabourn canceled that cruise as stated on their Voluntary and Temporary 30 Day Operations Sailing Pause memo dated March 13.  My TA called Seabourn on March 14 and requested a refund.  She was told by Corine it would be 4-6 weeks. On May 28, my TA called and was told refunds are being processed but it was taking time because of fewer staff available. On June 9, my TA called and was told they now had more staff working so my refund should be processed very soon.  On June 15, my TA called, said she was tired of excuses, and was told they would expedite my refund. On June 17, my TA called and politely but firmly said Seabourn needed to follow through on their promise.

I got my full refund posted to my Amex credit card the next day, June 18.                          96 days

 

Edited June 19, 2020 by plane7c
added info

[rn123]

On what would have been our last evening on our cruise, we have finally received our refund!

[Joc123]

Hooray! 

Our full refund was posted to Amex card Friday 19th June.

To all those who are still waiting, as frustrating as it is, be patient as I’m sure it will come.

[Mauzac]

At last!  Very similar to Place7c.  

 

Cruise embarkation 5th April.  98 days since request to be credited.  All funds received.  Big relief.  

 

Fingers x'd for everyone else.  

[Flamin_June]

13 minutes ago, Mauzac said:

At last!  Very similar to Place7c.  

 

Cruise embarkation 5th April.  98 days since request to be credited.  All funds received.  Big relief.  

 

Fingers x'd for everyone else.  

[ibnoland]

WooHoo!

cruise date: April 20

cancelled and refund requested: March 30

final refund recieved by bank: June 18

So SB has now refunded 100% of all we paid, including our FCD. And they still seem to be offering a 5% discount on future cruises. 

[klkaylor78]

So as of today Seabourn has refunded our first cruise completely

The refund for the second cruise for 20 Apr - cancelled late Mar is still pending

We have received FCC for three of the four cruises. 

It was somewhat confusing in that instead of just listing the full 125% they gave two FCC one for the 100% of the base cruise cost and then a "bonus" credit of the 25%

One confusion is that we had a cruise booked for Mar 2021 and had to rebook - when that was done they gave us a line of "special discount" which was actually the FCC for our first cruise

So overall Seabourn has done what they said they would do - I do wish they had communicated a bit more and that when they issued an email about a FCC that it would have referenced a specific booking number.  My guess is that there were only a small number of folks with multiple bookings so they did not think of issue.

We are looking forward to our March 2021 cruise with Seabourn - however the great deals to be had in the Maldives were too much to resist and stuck in a dive trip for Sep - hopefully it will go off with out a hitch

Hope so see you all on Seabourn in the future - we are planing to re-book this BA-Manaus-Miami-TA in 2022

I know this has been a difficult time for all - in the end I think Seabourn has done a very good job of taking care of their passengers given the difficulty of this complex world event