Norwegian cruise customer says she was scammed. What to do if the ship redirects.

The passenger said in the video on TikTok, which has received more than 3 million views since it was posted a few days ago: “We feel that we are being cheated, that we are being deceived.”

The passenger, who used the TikTok name “Vacation Ruined,” added that no explanation was given for the flight change and that she and several fellow travelers gathered en masse to protest the situation and demand answers from NCL. The 14-day cruise, aboard the Norwegian Star, departed Buenos Aires on 4 February.

In a subsequent video, the passenger explained that she had since learned that the ship would now visit a different area of ​​Antarctica, but she remained disappointed because that was not what she originally expected. She noted that she had heard that the itinerary change was not weather-related, but rather stemmed from the fact that the ship was under a “go slow” order.

An NCL spokesperson explained the “slow moving” order, telling MarketWatch that “due to recent regulatory requirements in the region, the vessel is operating at a reduced speed… impacting its original voyage path.” The spokesperson added: “While we try to maintain the original itineraries as much as possible, modifications are sometimes made to improve the itinerary or to accommodate certain circumstances.”

Cruise industry experts and professionals say itinerary changes are a reality of cruise travel. They do not necessarily happen every day, but there are many cases when a promised port or two cannot be visited due to weather or security concerns, among other reasons.

In extreme cases, cruise lines may renew an entire itinerary, as when MSC Cruises changed a Bahamas-Florida sailing last year to a New England and Canada sailing due to weather. MSC issued a statement at the time, saying: “The only alternative was to take the most extreme step of canceling the cruise – and the vacations of thousands of people – completely.”

However, MSC has offered passengers the option to cancel the purchase and apply it to future sailings. But cruise experts say you can't expect the operator to offer any compensation or accommodations because of an itinerary change.

“To be clear, the cruise line doesn't have to do anything,” said Colleen McDaniel, editor-in-chief of Cruise Critic.

In fact, when you book a cruise, most cruise lines make it clear in their passenger agreements that changes to the itinerary are possible, even if many travelers don't care to read the fine print.

For example, NCL says the following in its terms and conditions: “In the event of strikes, lockouts, work stoppages, riots, weather conditions, mechanical difficulties or any other cause whatsoever, Norwegian Cruise Line shall have the right to cancel, offer postponement or substitute any Scheduled flight or itinerary without prior notice.

But that doesn't mean passengers are unlucky either, experts say.

For starters, travelers can still register a complaint with the cruise line. Depending on the circumstances, the company may be willing to offer an onboard credit, a credit for a future cruise, or even a full or partial refund.

The point is, you don't know until you ask, says Ashley Kosiolek, who tracks the cruise industry for travel website The Point Guys.

“It's all very circumstantial, but a squeaky wheel tends to attract more attention,” she said.

If you purchase cruise insurance, you may also have some financial protection. This is especially the case if the itinerary change is announced before sailing and your insurance allows you to cancel for any reason — a type of coverage that typically costs more than standard cruise insurance but will allow you to skip the cruise and still get some money back. Money back.

However, many caveats apply, said Jeff Rolander, claims director at Fay, a travel insurance company. He said policies typically do not cover cancellations made within 48 hours of departure. Even if you are able to cancel, most policies will not refund more than 75% of what you paid for the cruise.

As for route changes that occur while sailing, there may be cases where insurance kicks in and gives you at least a partial refund, Rolander said. But such situations typically involve terrorism or security alerts that force a route change, not a weather-related change.

There's another option to consider, experts say: You can contact your credit card issuer, assuming you booked the cruise using that payment method. Many cards have some form of travel protection, but it's worth keeping in mind that your agreement with the cruise line eventually allows for a change in your itinerary, so your card issuer may not be as sympathetic.

Of course, another way to deal with redirection is to try to avoid it altogether by not booking certain types of cruises. Traveling to the Caribbean during hurricane season is one example – when there is a lurking storm, itineraries can change quickly. It is also known that Antarctica cruises are subject to change of course due to weather and other factors.

So why are passengers surprised by flight path changes, leaving them feeling as frustrated as that woman in the TikTok video? They may have skipped reading the fine print so they are not fully aware of the cruise line's terms and conditions.

Experts say the problem is likely to grow because cruise travel itself is growing — and many people are heading to the high seas for the first time without understanding all the ins and outs of cruising.

The Cruise Lines International Association, a trade group, forecast last year that 31.5 million passengers would sail in 2023, putting the industry ahead of pre-pandemic numbers.

This does not mean that every rerouting results in passenger dissatisfaction.

Woody Graber, a regular cruise traveler who calls the Miami area home, said he and his family embarked on a Mediterranean cruise in 2018 that was scheduled to include a major stop in the Italian city of Naples. But severe weather turned the plan upside down and the ship missed port.

Graber said he understood the truth and was happy to get out of harm's way. In addition, in the end, the situation resolved on its own.

“We're already back there on another cruise,” Graber said.