River Cruise Cancellation

SGMcN

I have a river cruise booked with Riviera Travel for 5th May and I have paid in full. I expect this will soon be cancelled. If so, is the travel company obliged to offer me a refund? Their policy so far seems to be offering to re-book or a credit voucher. Alternatively, would I have to claim on travel insurance (policy is through my bank)?

victor2

Check your cruise T&Cs. From their website:

"We cannot accept liability or pay any compensation where the performance of our obligations is prevented or affected, as a result of unavoidable and extraordinary circumstances. event. This means a situation which is beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics, fire, closure, restriction or congestion of airspace, airports and ports and all other events outside our control or the UK Foreign Office advice."

(My highlighting)

So it might be an insurance claim if you don't want to rebook, but you'd have to check your insurance policy too. Many of these policies included with other services (if it was a free one with your bank account) are pretty basic. Don't suppose you'll be able to contact them by phone either, as I'm sure they're overwhelmed with claims and understaffed.

Back in January, I asked my travel insurers if they'd cover a claim involving flights being cancelled due to something like the coronavirus, and they said  the airline (in that example) should cover it, but if they didn't, the insurers would treat it on a case by case basis, but should cover any reasonable costs incurred.

However, the above dooes say "compensation" rather than a refund. Elsewhere in the same T&Cs it says they will refund if you choose not to accept an alternative being offered.