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We had to cancel due to medical emergency. Cruise is non-refundable, which I understand. The problem is they never sent an email confirming the cancellation so I can't file a claim with my travel insurance company. I've chatted with Royal on facebook, sent an email to guest relations and the answer is the same - "we don't send out emails confirming cancellation".. ?? If I cancel hotel reservation, or even an amazon order, I get an email. Why would RCCL refuse to send me something in writing? How can I prove to Berkshire Hathaway that I cancelled and am not getting on the ship? Any suggestions?
Since the reason for the cancellation was the medical emergency, I wonder if the documentation for the cancellation would be from the medical provider instead of the cruise line.
Did Berkshire Hathaway say that the only documentation they would consider is from RCL? Seems the email from RCL stating they do not confirm cancellations would carry some weight as well as the medical provider statement.
I've only received auto replies stating I would be contacted within 3 business days. That has come and gone. I might have transcript of Facebook chat and I did record my last phone conversation with them saying it's cancelled.
The medical reports are for 1 passenger, that doesn't prove the reservation was cancelled for all.
I've contacted corporate and executive offices so hopefully they will help me.
I just called their res office and was told that when you call to cancel the reservation they will also send an email confirming that cancellation upon request.
Saying it and doing it are 2 different things. I did not receive a confirmation. I have spoken or chatted with 4 different people and I still don't have anything in writing.
It’s not that I don’t believe you, it’s just that I received different information. I do think it a bit odd that they wouldn’t provide it. This happens every day and they must have some procedure for it.
I called 866-562-7625 and selected “new reservations”. There person didn’t know so put me on hold and that was what I was told after he asked his supervisor.
It appears they gave you an email address to get the confirmation. Sounds now that the problem is that they didn't get back to you within 3 days.
They have to be extremely busy due to Hurricane Dorian with many rebookings and cancellations. You might want to give them a bit more time and then submit another request for the cancellation, if it meets your timeline for filing the claim.
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