Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a Oceania cruise with an agent who is very kind and helpful! After I paid the full amount with the booking, i received an email for the ports schedule change. It use to port at 4 different ports in ****** but end up to only stay in 2 ports but there is not any compensation on it. I was disappointed on it but since I have decided the date of the vacation so to avoid any other problems, I accepted. However, after I login my account I saw they have promotion for Canadian citizens for the price at par and also offers $800 of onboard credit, with complementary alcohol beverage for dinner and lunch for any category cabin from PH1-G. I contact the cruise line customer service to confirm they have that offer, so I emailed their offer's screenshot to my agent to see if he can match the deal for me. My agent was very nice and spend a lot of his time to contact cruise line for me but at the end the cruise line said I could not get those offer that their website displayed unless I pay much higher price and at the same time cruise line has changed their Advertisement on their website but even more confused way. For my last 15 years of cruise experience, as the 4.5/5 star cruise, I am expecting the excellent customer experiences. At least honor what they posted in Ad. The sailing is still 5 months away but this prior sailing experience has been very bad already!

  Business Response

  Date: 04/23/2025

  We are currently reviewing the guest's concerns with our ************************ We will respond to this inquiry as soon as possible.  Thank you for your understanding and patience. 

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/27/2024 we bought a cruise trip of Oceania to the Caribbean (11 March to 23 March 2025) aboard the Sirena. We paid $570 for the airfare of my wife. Last December 2024, she fell sick and her doctor recommended her not to go. We asked for refund to *************** but they refused to refund because it was bought by Oceania. Oceania refused to refund us back.

  Business Response

  Date: 03/25/2025

  Thank you for bringing this matter to our attention. After further research regarding Mr. ******** request for a refund of his wife's airfare, we regret to inform him that, as she was listed as a no-show by the airline, the request for a refund has been denied. We appreciate his understanding in this matter.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23107222
  
  On Sep. 27, 2024, we bought an Oceania Cruise trip from Mar 11 to Mar 23, 2025 for $11,216 for me and my wife (A1 Concierge Veranda). Last Dec 2024 my wife was sick and her doctor recommended her not to go. We asked Oceania expecting a decrease in our payment because I will go solo. Oceania gave only 1 option with a discount of $3.224 and a room for 2 persons (although we need for only one person) downgraded to an inside room (the cost now is $7,992 or $11,216- $3,224 = $7,992). I found out later that this room is a hospital like room with rails and electric cords to call for emergency. It is located close to the ship clinic which I suppose it is a room to hold sick patient/or waiting for evacuation. Also this room has no ventilation to eliminate bad bathroom odor. With this hospital unpleasant and unhealthy environment, it is contrary to the motto of Oceania Cruises guaranteeing us for an relaxing time to enjoy our trip. We demanded a refund of $3,996 which is half of $7,992. We sent a certified letter to Mr. ****** ****** on Jan 24, 2025 but we did not receive a reply from him.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/25/2025

  We called *************** to cancel my wife ticket (see attachment) and notified Oceania that my wife is unable to fly on January 28th,2025 which is BEFORE March 11, 2025 and Oceania refused to take any action. (*******, Maurice <*************************************************************>) Mr. ******* acknowledged of the cancellation on Jan 28, 2025, 6:29?PM. (by email).

  So of course she was a no show on March 11, 2025

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Thank you.
  
  ******* ******* | Elite Personal Consultant
  Direct: ************ or ************************ (or contact your travel advisor)
  ******************************
  Oceania Cruises
  ******************************************

  So of course she will be a no show on March 11, 2025 and on March 23, 2025 which is 12 days later, her assigned seat was sold to another customer.

  Business Response

  Date: 03/25/2025

  Thank you for bringing this matter to our attention. We would like to note that the guest has not previously contacted our ************************** regarding their concerns. To ensure we have the opportunity to review and address the matter appropriately, we kindly request that the guest submit an inquiry directly to Guest Relations.

  We appreciate your cooperation and look forward to assisting the guest accordingly.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23107222
  
  I am rejecting this response because I sent by certified mail to Mr. ****** ****** on Jan. 24, 2025 (much before the date of "no show" -of course- on March 11, 2025) requesting refund for airlines ticket for my wife and the portion cost of my wife's trip. (see attached letter: Oceania did not reply to me at all).
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/03/2025

  Thank you for your patience while we reviewed the matter of Mrs. ******** airfare. A request has been sent to our ********************* to issue a refund of $570 to Mr. ******** **** card ending in *8580. Depending on his billing cycle, the credit adjustment will appear on his next statement or the one immediately following.

  We appreciate you bringing this to our attention.

  Customer Answer

  Date: 04/03/2025

  Thank you so much for your help. I like to send a donation to your local BBB. Can you give to me your local address? The last donation I gave is to an address in ****

  DN

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise during the Black Friday Sale that included the beverage package at no charge. I was then upgraded to a Penthouse Suite a few weeks later that also included the beverage promotion. Last week I received a call from an Agent telling me that I could upgrade to the Vista Suite for more than double the price of my original reservation. I agreed and was Never told that because I chose to upgrade because the waitlist cleared that I would lose my promotional beverage package. After is was charged for the upgrade I received the booking email and it was not on there. I asked if I could just revert to my last booking and was told they sold my room. So now I have a booking for more than double the price and am being told I have to pay an additional $850 for the beverage package. This is crazy.

  Business Response

  Date: 03/26/2025

  Thank you for bringing this matter to our attention. Kindly note that this matter was resolved to the guest's satisfaction on the 18th of March. 

   

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CRUISE Reservation Number* ******* Dates* March 23, 2025 to April 14, 2025 Cruise Ports* ********* to *****. Travelers* 1. ******** ***** ****** 2. ***** ****** ************ $11,900.00 Date of booking* September 13, 2024 Date of development of sickness by ******** ****** end of October, 2024 Date of decision to perform surgery on Muhammad * December 6, 2024. Date of request for cancellation of cruise booking* December 7, 2024. Date and amount of Refund* S ******** NARRATIVE* My wife and I made a reservation for his cruise. In November, I developed a serious illness. On December 6th a major surgical procedure was scheduled to occur on January 23, 2025. My surgeon stated my recovery if uneventful, will take three months. So I requested Oceania through my travel agent to cancel the cruise. Oceania issued refund of 50% and stated this was in accordance with their cancellation rules. I submitted a letter from my surgeon and requested Oceania to consider issuing refund of the remaining 50% of cruise fare. After multiple email, Oceania offered future travel credit of $1000.00. I had not purchased travel insurance yet as I was waiting for booking air travel to ********* and from ******DESIRABLE OUTCOME*1. Full refund of cruise fare.2. Inducing Oceania to add to their cancellation policy provisions for cancellation due to circumstances beyond traveler`s control. AT PRESENT CANCELLATION POLICY DOES NT ADDRESS THIS ******** ***** ************************************************ TEXAS ************* ************ Email* ******************

  Business Response

  Date: 01/31/2025

  Thank you for bringing this matter to our attention. Please note that we have forwarded Mr. ******* request to our *********************** for review. A representative will be in touch with the guest directly to discuss his request further.

  Business Response

  Date: 02/05/2025

  Kindly note that the guests will need to file an insurance claim if they havent already, and provide us with the official denial letter from their travel insurance provider. Once we receive this documentation, we will review it and explore the possibility of offering a goodwill gesture to assist with their future travel plans.
  While we are not obligated to provide compensation, we value their loyalty and are committed to considering how we can best support their return to Oceania Cruises.

  Customer Answer

  Date: 02/06/2025

  As stated in my original description of my complaint, I had not yet purchased travel insurance yet, while waiting to purchase air travel ticket to and from cruise ports. This was pointed out to Oceania in my email exchanges with them prior to filing this complaint with you. So I am unable to provide the information referred to in their response

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22882661
  
  As stated in my original description of my complaint, I had not yet purchased travel insurance yet, while waiting to purchase air travel ticket to and from cruise ports. This was pointed out to Oceania in my email exchanges with them prior to filing this complaint with you. So I am unable to provide the information referred to in their response.
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 02/11/2025

  Was my response to last message ever submitted to Oceania and if so what is their final response ( "good faith effort" described in this email)?

  Business Response

  Date: 02/12/2025

  Thank you for bringing this matter to our attention. Please be advised that, as previously communicated to Mr. ****** no additional compensation will be considered.

  Travel insurance is always strongly recommended, as it provides valuable protection in unforeseen circumstances like this. Had insurance been purchased, full compensation would have likely been available through the insurance provider.

  Our offer of a Promotional Future Cruise Credit totaling $1,000 ($500 per person) remains unchanged.

  Customer Answer

  Date: 02/12/2025

  This is inconsiderate as they still plan to confiscate more than $ 4000 of my money. I thank you for your efforts.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22882661
  
  This is inconsiderate as they still plan to confiscate more than $ 4000 of my money. I thank you for your efforts.

  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While on a cruise last year with Oceania we booked a cruise for this coming August 2025. We decided that we werent able to go this year and I requested a refund in more than enough time that we wouldnt be in any penalty. They keep using every excuse not to refund us our 500$ deposit that we left on board. We even had our travel agent try and resolve the issue to get our deposit back. They just continue to come up with excuses why we cannot have our money back.

  Business Response

  Date: 02/05/2025

  Thank you for submitting this issue to us. This has been forwarded to our *********************** for follow-up and someone will be in further contact with the guest.  

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ******* Sailing Riviera 11/04/2024 - 11/14/2024 #************ We had purchased a Penthouse suite on the Riviera. Our Oceania travel agent told us of a deal to upgrade to *********** which a 900 square foot balcony with seating for 8, for $8000.00. We were traveling with 4 other people that had there own cabins and thought it would a great place for all of us to gather and hang out. So we purchased it.Once we were onboard we were notified in writing, that the balcony chairs would be locked down when the ship was moving or windy. We were also notified that we had to close the curtains at night so it wouldn't effect ship navigation.I wasn't made aware of this restriction until I was in the room.A penthouse cabin does not have any of these *************** they sold us an upgrade to a room were the balcony can't be used over half the time and at night we couldn't even look out the *********'s basically a big inside cabin at night. Not worth the $8000.00 We would have never upgraded if we had ********** we had multiple mechanical problems with the room. Which made it unusable for first 5 days of the voyage.

  Business Response

  Date: 12/03/2024

  Thank you for contacting Oceania Cruises ***************************

  This is an automated acknowledgement of your email, giving us a chance to share with you right away what is happening with your communication.
  
  While this message is not intended as a reply to the remarks you submitted, we do want to confirm that your comments were received. Urgent matters are given priority handling. All other correspondence is answered in the order received, and a Guest Relations Administrator will address your comments personally. This often requires taking some time for research and may also involve direct contact with our vessels, which are constantly in transit worldwide. Based on current circumstances our response timeframe is approximately 6 - 8 weeks, but we will do our utmost to respond sooner. Your patience during this process is most appreciated.
  
  We know that you are eager to hear back from us, and we want you to know that we respect your time and will do all we can to get back to you as soon as possible.
  
  Again, thank you for contacting Oceania Cruises ***************************
  
  Sincerely,
  
  
  Guest Relations Department
  Oceania Cruises
  ********************************************
  Office ************ | Fax ************

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22570499
  
  I am rejecting this response because:

  This is just an acknowledgement of my complaint, it doesn't address my issue.

  
  Sincerely,
  
  *** *******

  Business Response

  Date: 12/06/2024

  Thank you for bringing this matter to our attention. Kindly note, the guest request is under review by our Corporate Leadership Team and as soon as we have a response, we will forward an email to the guest with their decision. 

  In the meantime, we appreciate his patience and understanding. 

  Business Response

  Date: 12/06/2024

  This could take up to two weeks, however, we hope we will have a response by middle of next week. 

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22570499
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 12/11/2024

  Thank you for your patience. After further review of this matter, we confirm that the guests were offered and accepted a promotional cruise credit of $1,000 per person, totaling $2,000. Additionally, they received a Prive experience with their choice of the degustation menu. As such, no further compensation will be provided in this matter. Thank you for your understanding. 

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is Spamming me with brochures. I already called once to be taken off their list yet they continue to send them. I spoke with two reps today. The first *******?? MELAINI? I could not understand. The second..******* was very unprofessional and refused to let me talk to a Supervisor. Horrible customer servicehe refused to give me *********************** address telling me "its on the website:..number below is number on my label

  Business Response

  Date: 11/15/2024

  Thank you for forwarding the guest's request. The request to discontinue marketing materials has been submitted to the relevant department, and they should stop receiving further contact shortly. We appreciate their patience in this matter.

  Customer Answer

  Date: 11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to ***** long as the company DOES TAKE ME OFF.  The amount of mailings they send us absurd
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on their website, they have a deal for an executive travel package if you purchase four at one time when booking shore excursions. So I did book more than four, but the price did not reflect the price for the executive package. I later called and was told it is for select ships, which is nowhere on the website. the *** calls that a representation, omission, or practice is deceptive if it is likely to mislead consumers, acting reasonably under the circumstances, and is material. They did not try to make it right, and I am probably one of many falling into this deceptive advertising on their website. so i like to lodge a complaint against them.

  Business Response

  Date: 11/15/2024

  Thank you for forwarding the guest's comments. We have to submitted guest's comments to the relevant department for further contact with the guest. We do appreciate their patience in this matter.

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22510059
  
  I am rejecting this response because: I have little faith they will contact me in a timely manner
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 12/04/2024

  Thank you for bringing this matter to our attention. It appears that the guest may have been misinformed. He is currently booked on a back-to-back sailing and the Your World Collection Shore Excursion Package is available only on the second leg of his journey. Therefore, we will make the necessary adjustments and a refund of $96.50 will follow. 

  Customer Answer

  Date: 12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a 27-day Oceania cruise from *********, ***** to *********, So. ******, from Nov 14-Dec 11, 2024. At no time was I advised in my conversations with Oceania that air fare was included in the cost of the cruise - it was discussed but I did not commit to taking their flights because in the past they have not offered the flexibility and routes we prefer, so we have always booked cruise-only fares, no airfare included. We did that in this case, spending over $3,500 for airfares from ***** to ********* and airfares back to ***** from Cape **********, after checking in for this cruise, I read all the information and Oceania has us booked us already on their own flights. I did not ask for nor commit to this request. And while it would have been fantastic to have known in advance that airfare WAS INCLUDED, it was never made clear. I had made some further inquiries after booking just for comparison purposes against other airlines......but no fees were ever discussed beyond the fee they said would incur if we went outside of their normal booking timeframes (ex: arrive a few days before cruise departure and/or depart a few days after cruise completed)......I called the airlines we booked on our own, and they told us they were non-refundable.I spoke to Oceania **** two times today and was told that because the price of the cruise included airfare, that we can cancel those flights they booked for us but THAT THERE WOULD BE NO REFUND! Can't believe that we spent $3,500+ needlessly - who in their right mind would do that if they had known in advance that the flights were included in the cost of the cruise. We take many cruises every year, and this has never happened before. I believe that Oceania should either refund us the air portion of the cruise fare, or apply it toward on board services (spas, classes, drinks, excursions, etc.), but they stand firm that they owe us NOTHING, even though we cannot use those tickets. We believe this is unreasonable, PLEASE HELP!

  Business Response

  Date: 11/04/2024

  
  Thank you for bringing this matter to our attention. Upon further review, we have confirmed that during a conversation with our Travel Planner on July 26, it was explained to Mrs. ****** that air arrangements had been added to their booking. She was advised that if she and *** ****** were not satisfied with the air schedules, they could cancel the air component up to 61 days before their sailing, which would allow them to receive a discount on their cruise fare based on the allocated air allowance. Since we did not receive further communication from either *** or Mrs. ****** by September 14, 2024 (the 61-day cut-off prior to their sailing), the air arrangements remained on the booking. Therefore, we are unable to provide any refunds or credits in this matter.
  

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22468771
  
  I am rejecting this response because:

  it is not true - I did NOT have that conversation - they need to forward that recording to you and/or me to prove this!! At no point in any conversation with Oceania prior to the cruise arrangements being made, or even after they were made up to October, we are aware that flights were included in the fair. If we had known that, why would we have spent nearly $4000 to book our own flights.? This makes no sense. 
  
  Sincerely,
  
  ****** & **** ******

• Initial Complaint

  Date:09/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This information pertains to my Oceania Cruise Booking Number ******* which departed October 4th, 2023 from *********** for which I paid approximately $28,000. A series of miscommunications on Oceania's part caused me not only to miss the entire trip, but also to incur additional expenses which I paid out of pocket. I booked my cruise through Vacations To Go and made two payments to Oceania, one on 5/19/2023 for $1500 and another on 6/2/23 for $26,284. The cruise was from October 4th through November 27th, 2023. On October 4th, I woke up very ill and unable to travel. On October 5th, Oceania called me about my missed departure. I called them back via voicemail and informed them that I was very ill and was therefore unable to make the scheduled October 4th departure.Feeling better on October 6th, I called then emailed that i wanted to meet the ship at a future port, say *********. Multiple communications with Oceania ensued when finally on October 9th, I spoke with an Oceania representative who informed me that I could in fact join the ship at *******************. She called me back a little later and said that I would have to board at ************* instead. I immediately made reservations on *************** to fly to Kokiak which involved 3 legs. I also made reservations on *************** for a return fight to *********, and reserved a hotel in ****** and **********2 days later, on October 11th, I was informed that I couldn't meet the ship in ****** because my stateroom had already been sold since I had cancelled my cruise. I never cancelled my cruise. I later found out that this almost 2 month long cruise was actually 3 cruises combined and that I certainly should have still been in possession of the last 2 legs of the cruise which I paid over $26,000 for. On October 19th, I received a check from Oceania for $593 for a "cancel refund." Obviously it is not Oceania's fault that I missed the October 4th departure, but the confiscation of 2/3 of trip

  Business Response

  Date: 09/25/2024

  Thank you for bringing this matter to our attention. Please note that the guest contacted our *********************** to cancel his booking due to medical reasons. According to Oceania Cruises' cancellation policy, any bookings cancelled 60 days or less prior to departure incur a 100% penalty of the full fare.

  After his recovery, the guest reached out on October 9 to reinstate the reservation. However, the cabin was no longer available due to inventory and revenue management considerations, as this was a grand voyage consisting of three segments, and availability is required across all segments.

  Since the guest declined to purchase our Travel Protection Program, we recommended he file a claim with his independent travel insurance provider, if applicable.

  We empathize with his situation, but we must adhere to the rules and guidelines for handling such situations. Therefore, we regret that we cannot provide any consideration regarding the cancellation penalty.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22331851
  
  I am rejecting this response because:  I never cancelled my cruise.  Why would I have contacted Oceania to meet up with the ship if I didn't expect Oceania to honor my booking costing over $27,000.00?  And just why would I have cancelled such an expensive cruise?  This is Oceania's usual first response which they sent me by letter.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/26/2024

  Although we are empathetic to Mr. ******** situation, we hope he understands that we must follow certain protocols in handling cases like this to ensure consistency and fairness for all guests.

  We wish to assure Mr. ****** that his concerns were given full consideration in our previous response. After reviewing the matter once more, we must respectfully inform him that, regrettably, there is no further consideration we can extend in this case.
  

  
  

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22331851
  
  I am rejecting this response because:  Oceania's protocol is  unjust since taking a person's full cruise payment just because he missed the ships embarkation due to illness is the equivilent of theft.  
  
  Sincerely,
  
  ******* ******