Anyone Get Email for FCC 125% and Already Cancelled?

[WannaCruise 918]

I'm a bit confused.  Our cruise was scheduled for tomorrow on 3/15.  Thus, the 48 hour mark was Thursday midnight.  We cancelled Tues. 

The only email I got at the time was for cancelled excursions. Later that evening I even got a regular cruise invoice with we the email "hope you enjoy your upcoming travel" comments, etc.  But received no email or anything for the FCC notice.

Then last night I got an email about them cancelling our cruise and we can either get FCC for 125% or a full refund.

Since we cancelled two days before the 48 hr "Royal with Confidence"' mark, is this just a Royal IT screw-up?  Or are they also offering 125% to anyone who cancelled for a cruise cancelled in the 30 days (or cancelled close to the sailing)?  Anyone else in same scenario?

[Allen2 112]

Important question!  We cancelled earlier this week, but would have been much better off with this current offer.  How will Royal treat us?

[WannaCruise 918]

7 minutes ago, Allen2 said:

Important question!  We cancelled earlier this week, but would have been much better off with this current offer.  How will Royal treat us?

Same...but I also got the email yesterday about 125% FCC.  Did you get any email?  When is your cruise?  I'm guessing it's a mistake and grateful Royal modified their policy to let everyone cancel up to 48hrs before , but just wondering.

[AshleyDillo 3,738]

I want to say that since the processing of cancellations is so backlogged that they hadn't processed your cancellation in whatever system the auto-generated email used to create their mailing list.  

Now what that means when it comes to what compensation you will ultimately receive I can't say.  They are saying the 125% FCC will be automatically issued April 13.  I would imagine if you had already canceled it will show you as canceled by that time and you shouldn't expect more than the Cruise with Confidence  cancellation FCC.

[Lovetocruise2002 11,127]

Yes me!!   @WannaCruiseI am currently trying to find out the same thing, if I get back 125%.  I was sailing 03/15 like you and cancelled on Tuesday.  The additional 25% is significant so I would go a long way...and I never got the email from them yesterday.  I only got my cruise planner cancellations on Wednesday.

[Matt V 5]

We cancelled Tuesday. My parents waited. They got an email and text overnight. I've gotten nothing so far, don't expect I will either. 

[WannaCruise 918]

45 minutes ago, AshleyDillo said:

I want to say that since the processing of cancellations is so backlogged that they hadn't processed your cancellation in whatever system the auto-generated email used to create their mailing list.  

Now what that means when it comes to what compensation you will ultimately receive I can't say.  They are saying the 125% FCC will be automatically issued April 13.  I would imagine if you had already canceled it will show you as canceled by that time and you shouldn't expect more than the Cruise with Confidence  cancellation FCC.

This is what I"m thinking....that the cruise cancellation is backlogged and so the cancellation wasn't processed yet.  Our cruise only disappeared from cruise planner yesterday even though we cancelled on Tuesday.

Not being greedy, but if they offer the additional 25% we'll gladly take it.  It would at least help for the higher price for our re-booking.

43 minutes ago, Lovetocruise2002 said:

Yes me!!   @WannaCruiseI am currently trying to find out the same thing, if I get back 125%.  I was sailing 03/15 like you and cancelled on Tuesday.  The additional 25% is significant so I would go a long way...and I never got the email from them yesterday.  I only got my cruise planner cancellations on Wednesday.

Seems like we're not the only ones.  You have the exact same date of cruise...and date you cancelled as us.  Let me know if you find out anything.  Fingers crossed. 

[Lovetocruise2002 11,127]

1 minute ago, WannaCruise said:

This is what I"m thinking....that the cruise cancellation is backlogged and so the cancellation wasn't processed yet.  Our cruise only disappeared from cruise planner yesterday even though we cancelled on Tuesday.

Not being greedy, but if they offer the additional 25% we'll gladly take it.  It would at least help for the higher price for our re-booking.

Seems like we're not the only ones.  You have the exact same date of cruise...and date you cancelled as us.  Let me know if you find out anything.  Fingers crossed. 

There are many people on my roll call group saying that the 125% applies to all bookings within that time frame, including those that cancelled a few days early like us.  They all have confirmation from their TAs supposedly.  Again, hearsay, but something for you to go on.

[JRhoades73 1]

I called and after a hour in a half on hold, they said because I canceled with the  Extended “Cruise with Confidence” program.  They will only honor the offer to the people who did not cancel. Mine falls under the Cruise with Confidence offer so no extra 25% for me. 

[Lovetocruise2002 11,127]

10 minutes ago, JRhoades73 said:

I called and after a hour in a half on hold, they said because I canceled with the  Extended “Cruise with Confidence” program.  They will only honor the offer to the people who did not cancel. Mine falls under the Cruise with Confidence offer so no extra 25% for me. 

Update:  This is frustrating as there are people on my roll call page saying that they just spoke to Royal this morning and they are getting the 125% FCC even though they cancelled earlier this week.  I am still waiting for word back on mine...

[WannaCruise 918]

Thank you both for reporting back.  Seems still up in the air, but Sabrina's comment sounds promising.  Let's see.

 I'm reading the email again and if you want FCC, then it's automatic (whether 100% or 125%) and we only need to select the link if you prefer the refund.

[Cruise Queen 44 * Diamond 47]

Does anyone know how the following works with regard to FCC and Travel Insurance purchased with RCCL?

Our NFD was $750 and our travel insurance was $597. 

If I take the refund, we will get this money back as well? 

If I take the FCC, will I get credit for these two amounts?

 

Edited:  I see the NRD will be returned in a voucher.  But I can't find anything about the insurance.  Does anyone know?

Edited March 14, 2020 by Cruise Queen 44 * Diamond

[AshleyDillo 3,738]

Travel insurance is not refunded.  Insurance policy coverage begins when you take out the policy as you had some cancellation coverage provided until the cruise was actually canceled.

However,  you may be able to apply the travel insurance premium to a rebooked cruise.

[Cruise Queen 44 * Diamond 47]

Thank you AshleyDillo. 

Since RCCL cancelled on us, I think I MIGHT be able to get the insurance credit transferred.  I don't know, doesn't hurt to ask. 

[Baked Alaska 1,260]

10 hours ago, Lovetocruise2002 said:

Yes me!!   @WannaCruiseI am currently trying to find out the same thing, if I get back 125%.  I was sailing 03/15 like you and cancelled on Tuesday.  The additional 25% is significant so I would go a long way...and I never got the email from them yesterday.  I only got my cruise planner cancellations on Wednesday.

+1. I'm not holding my breath on this. I think we will get the FCC sans the +25%.

[Lovetocruise2002 11,127]

Ok update...so you all know that I am Loyal to Royal but this latest stunt has me a bit disappointed. I just posted this on their FB page and I will post it here too.  Some of you might not agree with me on this one and that’s ok, however, this one situation does not sit right with me and I felt like I needed to say something more this time.  
 

“Royal Caribbean International really disappointed by your handling of this whole FCC situation. As a loyal to Royal cruiser for 18 years, I am appalled that you made an exception and granted 125% FCC for those who cancelled earlier this week under “Cruise with Confidence”, and then pulled it later on during the day today. I fully understand how difficult the situation is for everyone but my issue is that you did not apply the same situation for all. You confirmed that you would, then you back tracked, and then you deleted the post on Instagram confirming that you would, and then you admit your mistake and still won’t do right by those who at always loyal to you. Please do the right thing here Royal.”
 

Then I posted these screenshots to go with it: 

 

[WAAAYTOOO 11,857]

So, do you know for sure now that you will NOT get the 125% ?

[Lovetocruise2002 11,127]

43 minutes ago, WAAAYTOOO said:

So, do you know for sure now that you will NOT get the 125% ?

Not 100% sure as no FCC was issued yet, but they have told me through FB messenger that they would but budge on it. They gave me the run around. Initially,  they assured me that no one was who cancelled under “Cruise with Confidence” received the 125% and then when I provided the screen shots, they deleted the IG post that I got it from. Then they messaged me back the following message:

So basically, they made the exception for some people, then decided to pull it, then when confronted about it they tried to cover it, then when confronted back with proof they tried to cover it up by deleting their post, and finally they admit they messed up but they still won’t budge. Again, I would totally be ok with it if they just remained consistent. But my whole issue is that they made the exception for some and not for others. That part is not sitting right with me. 

[WAAAYTOOO 11,857]

Ugh.  Can’t say that I blame you.  Fingers crossed, still hoping for you.

[12thman 201]

5 hours ago, Lovetocruise2002 said:

Not 100% sure as no FCC was issued yet, but they have told me through FB messenger that they would but budge on it. They gave me the run around. Initially,  they assured me that no one was who cancelled under “Cruise with Confidence” received the 125% and then when I provided the screen shots, they deleted the IG post that I got it from. Then they messaged me back the following message:

So basically, they made the exception for some people, then decided to pull it, then when confronted about it they tried to cover it, then when confronted back with proof they tried to cover it up by deleting their post, and finally they admit they messed up but they still won’t budge. Again, I would totally be ok with it if they just remained consistent. But my whole issue is that they made the exception for some and not for others. That part is not sitting right with me. 

That’s not fair at all! They don’t take into account that you have another 7 sailings with them? How does that effect your future business with them? Hope you get the 125% FCC in the end.

[WannaCruise 918]

Wow Sabrina.  Thanks for sharing.  I agree...totally unfair, and good for you having proof that they honored some but not others.  When they say it's due to human error, I assume they mean by the incorrect responses on FB.  It seems like another IT mess up where system B (sending emails of 125%) doesn't know about system A (cancellation).  I agree...either everyone should get 100% FCC or everyone should get 125%.

P.S. - Right now we "should be" getting ready to port in another couple hours. So sad....

[Lovetocruise2002 11,127]

3 hours ago, 12thman said:

That’s not fair at all! They don’t take into account that you have another 7 sailings with them? How does that effect your future business with them? Hope you get the 125% FCC in the end.

Trust me, I have plated every card I know. I have now taken the fight to social media. For me, it’s more about the principle of the matter now. 

42 minutes ago, WannaCruise said:

Wow Sabrina.  Thanks for sharing.  I agree...totally unfair, and good for you having proof that they honored some but not others.  When they say it's due to human error, I assume they mean by the incorrect responses on FB.  It seems like another IT mess up where system B (sending emails of 125%) doesn't know about system A (cancellation).  I agree...either everyone should get 100% FCC or everyone should get 125%.

Yes and if it was just that, I would have zero issue with it. But the fact that they did it for some at first, then gave a corporate Executive order to stop yesterday afternoon, then tried to cover it up, makes me very disappointed (for the first time ever) in Royal. 

[Neesa 912]

@Lovetocruise2002, Ugh I am frustrated for you! Your loyalty to them is boundless. You always support them and educate everyone here on the positives and the joy not only by words but acts. I personally would put all of your information together including especially your undying loyalty affirming all of you sailings and send it certified mail to the CEO or someone much higher up. Don't stop here, a strong worded, non emotional, fact driven communication may do the trick. Important you send so they realize they know YOU know they have received it. Not right away because of this mess but the squeakier the wheel usually gets their attention. I can't imagine the higher ups would have a 25% FCC problem, really?? Gees!!

Something similar happened to me at a "make it right" Hilton property who I was very loyal to. I was relentless because you can't say such things and then just ignore...it took 5 months but you know what the CEO or his assistant at least knew my name and I was made whole, nothing extra but that was not what I was looking for. Please keep at it, deep breath and forge ahead, I have difficulty believing board members and those who care about the brand would agree with the handling of this, I could be wrong but it doesn't hurt to try. IT.IS.THE.POINT. Good luck, Denise (I am rooting for YOU)

[Lovetocruise2002 11,127]

@Neesa Wow! Thanks for the encouragement. I have tossed around the idea of sending something but I wouldn’t even know who to send it to. Any ideas? Currently, I have taken my fight to social media. 

[JohnK6404 1,169]

@Lovetocruise2002 Hi Sabrina! Keep fighting! 

This sounds all too familiar and typical of Royal CS these days. It sounds similar to the way they handled the DBP debacle. Yes, we’ll honor, no we can’t. OK, we’ll honor it... and likely only after they thought about the bad PR ramifications.

Obviously, the CS management needs to learn how to effectively communicate to the CS reps so they are all on the same page from the start!