Leo Corradini and his wife didn’t want a big party to celebrate their 50th wedding anniversary. They wanted to go on a cruise with their immediate family.
“She said, ‘Look, I’m going to cut up money to take the whole family on a cruise to Hawaii,” Leo said, his wife told him.
They reserved five staterooms on Norwegian Cruise Line’s Pride of America and paid over $ 40,000 for the seven-day cruise in February 2020.
“We did it with some friends about five years ago and it’s just a phenomenal cruise,” said Leo.
Then the pandemic picked up speed and sailing in June 2020 was canceled.
“And then they (Norwegians) said to me, we will rebook you for next year,” said Leo. “I have not requested a refund at this point. I said, “OK, you’re going to rebook me for next year, I said that’s good.”
But in March 2021, Leo said the cruise his family had been rebooked on had also been canceled.
Leo said he asked a new agent for a refund. But he said she told him he couldn’t get one because he was using “future cruise credits” on the second reservation.
“I said this is ridiculous,” said Leo. “And she said, ‘You can email our company with a form and we will take care of it.'”
The 81-year-old said he did just that and eventually received an email response that said in part, “Unfortunately we cannot issue you a refund once you have chosen to receive future cruise credit.” The email also stated that the credits would be returned to Leo’s account for use on a future cruise before December 31, 2022.
“I didn’t know what future cruise credits were until they canceled this year and said, well, we’re going to use your future cruise credits,” Leo said. “I gave you $ 40,000 last year.”
When asked what he wanted to see, he simply replied, “I want my Mastercard account to be credited back for the money I paid,” Leo said.
Michael Winkleman, a maritime lawyer, said his law firm has received dozens of calls regarding refund issues since the pandemic began.
Winkleman said each cruise line will have its own nuance in handling COVID-related cancellations, but the guidelines are generally similar.
“It’s relatively uniform,” he said. “They give you the option to get a refund. When you take out a loan, you will want to keep that loan and use it on your future trips. “
Even so, he said you should think about the benefits that are being offered to you before claiming your money back.
“If the money you spent was your vacation fund and you don’t need it back, take advantage of what they offer you – huge discounts, free onboard stuff, etc.,” he said. “Don’t be afraid to negotiate a little further because you want satisfied customers to keep sailing with you.”
NBC 6 Responses have reached out to Norwegian multiple times to inquire about Leo’s request and their refund policy. They did not answer our specific questions, but did tell us in a statement: “… this matter will be resolved directly with the guest.”
The company’s suspended sailing FAQ, last updated April 6, states, “… many who have outstanding Future Cruise Credits (FCC) can now apply to convert their FCC into a cash refund.” You can read more about their suspended ride policy Here.
Following the inquiry from NBC 6 Responds, Leo said he heard from a Norwegian representative who asked him to make another request for a refund. He said he did and eventually received an email saying his request met the “refund criteria” for now and is in the “final review”.
At the last review, Leo was still waiting to see if his refund request had been approved in that final review.
The email he shared with NBC 6 Responds stated that if approved, refunds would be issued for the original method of payment within 90 days of the date the request was submitted.
