We booked a family cruise with Oceania for the first time this year but unfortunately have been unable to make it as my Father has been diagnosed with terminal cancer on the 7th November. Unfortunately our insurance ran out between booking and going on the cruise as we go on lots of holidays and already had insurance we didn’t think to check when it ran out, which is our mistake but the way it was handled by Oceania was just appalling. When we reached out to explain the situation, we requested for credit or some other compensation (as standard they give 25% back on cancellations) and to cancel our booking they said that “anyone could say they were in our position” and that they “cannot make any exceptions”, we said we were willing to provide proof and they said they still would not make an exception and that we should have reviewed our insurance (we do understand that is the case but did not need salt rubbed in our wounds). They also said they hoped my Father made a full recovery, so I'm not sure they understand what terminal means. Then when we applied to cancel they told us we were too late even though they knew we wouldn’t be able to come and said we couldn’t have the 25% back, we managed to fight this but the fact we even had to do that just felt ridiculous. I just think taking into account the situation and it was handled very insensitively. I would suggest that they should get further training on how to deal with these sorts of situations, other companies were much more accommodating and understanding. No one understands till it happens to them. Oceania needs to do better.
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Oceania Cruises is a premium cruise line based in Miami, Florida, that operates six premium cruise ships on worldwide itineraries.
