Royal Caribbean apologises for refund delay

Royal Caribbean has written to thousands of consumers this week to highlight that they are struggling to process refunds because of the Covid-19 pandemic and increasing the time to payout from 30 days to 45.

While many of the cruise lines are offering incentives to opt for vouchers, several operators are reporting that around 50 per cent of those with cancelled cruises are seeking cash refunds.

Royal Caribbean has in recent weeks increased its credit capacity by $550 million to boost liquidity as it scrambles to stay in business while the coronavirus pandemic leaves ships empty and moored at docks across the world.

Royal Caribbean’s Vice President for Guest Experience, Aurora Yera-Rodriguez has said to consumers, “As we went into our global suspension of sailings, we initially estimated that refunds would take 30 days. Unfortunately, with an unprecedented volume of refunds and credits, we are delayed. We’ve worked diligently to resolve most of the volume issues and are working around the clock to address the backlog to get you your refund, as quickly possible.

“Currently, some refunds are taking up to 45 days. Please know that each and every request is receiving the same level of care and dedication. And rest assured, your refund will be honored and it is coming – it’s just taking a little longer than expected and we’re very sorry about that.”

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