Complaints, Compensation and Insurance
Complain early, keep records and know what your contract and insurance cover.
Talk to a Cruise AdvisorComplain Early, Complain Well
The best time to fix a problem is while you are still on board. A cabin that is not as booked, a noisy air conditioner or a billing mistake can often be sorted out the same day by guest services. A letter sent weeks later can only offer compensation, not a better vacation.
- Speak to guest services first, calmly and specifically. Ask for the name of the person who helps you.
- Put it in writing if it is not resolved, and keep a copy.
- Take photos and keep receipts.
- Ask what the line can offer now, such as a move, a repair or onboard credit.
After the Cruise
If the problem was not resolved, write to the cruise line’s customer relations department soon after you get home. Keep it short: what happened, what you were told on board, what you would like now, and copies of your evidence.
Compensation is usually at the line’s discretion unless the ticket contract or local law requires it. Terms vary; read the ticket contract. In the United States, if a voyage is cancelled or seriously delayed, the Federal Maritime Commission explains how passengers can claim refunds against the line’s financial protection after first claiming with the line, and offers a voluntary dispute-resolution service.
Travel Insurance: The Safety Net
| Cover type | What it is for |
|---|---|
| Trip cancellation | Reimbursing non-refundable costs if you cannot travel for a covered reason |
| Trip interruption | Costs to rejoin the ship or come home early for a covered reason |
| Medical and evacuation | Treatment at sea or abroad and transport to a hospital |
| Baggage loss and delay | Essentials and replacement items when bags go missing |
| Travel delay and missed connection | Extra costs when a covered delay makes you miss the ship |
Cruise-line protection plans, independent travel insurance and credit-card benefits all differ. Our sister site Cruise & Travel Insurance explains how to compare them in detail.
Paying by Card
If you paid by credit card and a service you paid for was not provided, your card issuer may have a dispute process. Try the cruise line first and keep the correspondence; issuers usually want to see that you asked the merchant to put things right before they step in.
Complaints and Insurance Questions
Does the Federal Maritime Commission settle cruise complaints?
No. The FMC does not decide disputes between passengers and cruise lines. It oversees the financial protection that covers refunds if a voyage is cancelled, and offers voluntary dispute-resolution help.
How long do I have to make a claim?
Ticket contracts often set strict time limits for notices and lawsuits. Terms vary; read the ticket contract and act promptly.
When should I buy travel insurance?
Many people buy it soon after paying the deposit, because some benefits depend on the purchase date. Compare policies before you choose.
Get Help Before Things Go Wrong
An advisor can explain contracts, insurance and your options. Tell us about your trip and our cruise advisors at Mister Cruise will send free quotes.
Talk to a Cruise Advisor