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Dear Travel Troubleshooter: My wife and I are scheduled to fly from Vancouver, Washington to Clarkston, Washington on the American Queen this month. I went to the cruise line’s website to check on the Covid protocols, including the necessary PCR tests and face masks. When we booked the cruise, my husband and I thoroughly reviewed the procedures in place. We felt comfortable and the overall standards were very good.
However, I was shocked to see how low the levels were. PCR testing was not required, and only antigen tests were performed prior to boarding. Proof of vaccination (not a booster shot) was mandatory. However, social distancing and masks were no longer required.
I immediately reached out to our travel agent, who was equally surprised. She promised to call me back. I am still waiting to hear back from her. In the meantime, I contacted our doctor to get his advice on reduced protocols. He sent us a letter advising us not to take part in the cruise, especially at the present time when it is increasing.
I also contacted our travel insurance, but our company said we can make a claim if we have a reason not to get vaccinated. My husband and I are both vaccinated.
American Queen, a cruise line, will refund 100% of our shipping cost if we cancel now. But the cruise line changed the protocol without notice. And the company’s protocols are less strict than other major cruise lines. Can you help us get either a refund or a shipping credit?
– Patricia Voorhees Furlong, Lebanon, Pennsylvania
Answer: I can understand why you canceled your cruise. Your health is more important than any vacation. But will American Queen be required to refund your cruise when it changes its Covid requirements?
Before I answer, I wanted to clarify the timeline on this. Your cruise was scheduled for May 2022, when the issues will arise again, but many cruise lines have loosened their mask and social distancing requirements.
American Queen does not adhere to health and safety requirements in the passenger ticket contract, which serves as a legal agreement between you and the company. This means it can change the mask requirement, such as adding or removing it, and owes passengers nothing. Queen of America can keep your money.
But I don’t think it should be. Covid turned everything upside down. Passengers have made some concessions to cruise lines – and vice versa. American Queen should be a little more understanding and give you a refund or voucher for a future cruise.
Also, I think you bought the wrong insurance for your situation. If you had a “cancellation for any reason” policy, you could cancel and receive anywhere from 50% to 75% of your prepaid and non-refundable expenses. You had an inexpensive Name Pearls policy, which did not allow you to cancel and get your money back.
I have spoken to the American queen. The company has offered vouchers to be used for the next two years. The company has refunded your port charges.
Christopher Elliott is the Chief Advocacy Officer of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Elliott’s latest book is “How to Be a Smart World Traveler” (National Geographic). Contact him at elliott.org/help or chris@elliott.org.
(c) 2022 Christopher Elliott
By King Features Syndicate, Inc. It has been distributed.
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