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Original poster

Royal Caribbean changing cruise price after paying

469 replies

Mum1976Mum · 04/05/2023 09:26

So, we have just about scraped the money together for a holiday in July. Lots of holidays out of our price range but managed to book a 7 day cruise around Norway for 2.7k - 2 adults, 2 kids. Booked it yesterday morning, paid in full, all good. I booked the hotel, parking, pet sitter etc. yesterday afternoon all non refundable. Got an email at 9pm last night to say price was wrong on website, price would not be honoured and offering me $100 in onboard credit (which we don’t need).

So this morning they still haven’t got in touch to tell me how much more I will have to pay if I don’t cancel. I phone up, it’s £1500 extra!!! I’ve now been on hold to speak to a supervisor for an hour but they say they won’t be able to do anything.

What on earth do we do? If we cancel we are £500 out of pocket. Any advice welcome. I’m so sad.

OP posts:
Thread gallery
19
DarrellRiversCriminalBehaviourOrder · 04/05/2023 10:09

Contact the press. All the national dailies. The Mail is likely to get all over it. Phone up, don't email.

rewilded · 04/05/2023 10:09

Call, Money Box on Radio 4, they are good at sorting out issues like this.

JusthereforXmas · 04/05/2023 10:11

WhatsitWiggle · 04/05/2023 09:32

I work in travel. It is legal IF the price the holiday was booked at is obviously too cheap. So if the price was £2500 and should have been £3000, then there's an argument to say it's not a big enough price difference and could legitimately have been a special offer.

Given the OP has stated that most holidays were out of her price range, I think the company are on fair grounds to say it would have been obvious this was a bargain.

On what planet is £675pp for 7 days an obvious mistake. I have never paid that much for a holiday for the whole family never mind per person.

If I saw that not only would I fully believe it was the full and correct price I would think it was very expensive.

I don't see how this is any different from hotels that wack up their prices then try to cancel and rebook guests at higher prices when they realize theres a new peak (say like eurovision) which is definitely illegal. Companies can NOT choose to change the contact price randomly and without good reason after the contract was formed.

The onus is on them to prove their price was obviously wrong and that OP knew that and took advantage (such as the advert was for £1000pp and when you checked out it only charged her card £100pp etc..) so don't pay a penny.

Its not like OP booked for £6.75pp when she saw it posted on a 'glitches' site.

HurryShadow · 04/05/2023 10:12

This sounds really, really unfair. Some relatives of mine booked a 2 week cruise with RCI in mid-August last year for 2 adults and 2 kids for £3k in a balcony cabin, so £2.7k for a one week cruise is definitely not outside the realms of possibility.

Maybe head over to Cruise Critic forums and see if there's any other advice there?

Also, contact the CAB maybe?

careerthink · 04/05/2023 10:13

I know P&O are a different league from RC, but they have a cruise going to the Fjords 1-8 July for £2056, if you're able to amend the bookings you've made? Also another price comparison, the kids are only £149 each (I know, I know RC is a more luxurious line and likely a bigger ship etc, but it's still interesting to compare).

Chickenkeev · 04/05/2023 10:14

JudgeJ · 04/05/2023 09:55

There did used to be a law about companies accidently incorrectly pricing goods, something like an advertised price being 'an invitation to treat' but not legally binding or if it still exists. It seems very wrong that once money has changed hands one party can decide to renege on the contract, if the OP had decided to cancel her contract RC would not refund her.

Show quote history

I would have thought alright that payment of the invitation to treat amount would constitute completion of the consideration part of the contract? But am not an expert. It seems ridiculous to think that a company could come back at any stage between delivery of thr goods/services after payment and just demand more money!

44PumpLane · 04/05/2023 10:15

I agree with someone else suggesting to contact the press......Daily Fail loves a sad face story and it may help you cover the non refundable other costs you've incurred.

Also video the website with date and time showing the incorrect price still and contact trading standards, keep doing this morning and evening till the price changes (I mean recording the wrong price not continuously contacting trading standards).

CornishGem1975 · 04/05/2023 10:19

Sounds like a scam, and I don't know how they get away with it just because it's in Ts and Cs. What's to stop them 'accidentally' pricing things to hook people in?! I'd absolutely kick up a stink about this.

1idea · 04/05/2023 10:19

Is there still a loss of bargain law which may apply to this?

AskMeMore · 04/05/2023 10:24

It is not ridiculously cheap. Cruise prices are cheap at the moment from all companies. And Norway is one of the routes where bargain prices seem to be more common. I will avoid this company though. Hope OP you get it sorted soon. I would tweet Martin Lewis.

Tinkerbyebye · 04/05/2023 10:27

I would Facebook post and tweet, and slate them on how they advised you the price is wrong,but it’s still not been amended, I would also state how much you are potentially going to lose because of their error, which they have still not corrected,

I would also raise a formal complaint via their complaint department, can you contact local papers?

poppysockies · 04/05/2023 10:28

Totally empathise OP, as this has happened to me before and it's incredibly annoying. I found some business class flights to Australia at about half the usual price, they cost not much more than economy. I quickly snapped them up, feeling thrilled to have saved myself thousands! A few hours later I received an email from the airline saying that there had been a 'mistake' and they would be refunding me - or giving me the choice to pay £000's extra and keep the tickets.

Looking into it at the time, it seemed to be perfectly legal for them to cancel my tickets.

Original poster
Mum1976Mum · 04/05/2023 10:34

Honestly, I’ve tweeted everyone, put comments on their Facebook, sent DMs to them….currently been on hold on the phone again for an hour. I could cry. I don’t know what else to do. Everyone was so excited about this holiday. If I don’t pay up it gets cancelled, we lose £500 and everyone’s an upset. I feel like I’m being blackmailed.

OP posts:
MsWhitworth · 04/05/2023 10:36

While you’re on hold, get looking for another holiday

DarrellRiversCriminalBehaviourOrder · 04/05/2023 10:36

Social media is so overwhelming now that unless you have a substantial following, it's likely that it won't go anywhere. Contact the old fashioned press.

CornishGem1975 · 04/05/2023 10:38

If you look on Twitter, there are others who have been affected by this!

JenniferBarkley · 04/05/2023 10:39

This is awful OP.

Don't rush any decisions. Decide what you want - I'm guessing first preference is the holiday you've booked, second is for them to cover anything you can't get refunded.

I would wait a day or two before booking another holiday, unless it's fully refundable.

I would be absolutely furious in your shoes, it's disgraceful customer service.

Unsure33 · 04/05/2023 10:39

CheersForThatEh · 04/05/2023 09:57

In your shoes I'd also make a video with the price and a commentary about the date and time and incorrect price and if possible show your booking info at the same time so you can be watertight that that is true.

I'd then look of there is an ombudsman or similar so I was informed and reply saying that you cannot afford the holiday at the new price, it is still showing as valid on the website at that price and the only resolution you're prepared to accept is them honouring the price or a full refund, plus expenses for the non refundable things you have booked (if there are any). Failure to do so means you would like it raised as a formal complaint, now, with a view of escalating to the ombudsman if a satisfactory resolution is not found.

Or small claims court . I took tui to court over a similar story where they cancelled holiday at last minute. Their customer service was absolutely appalling . If we had cancelled we would have to pay penalties so it came under unfair advantage as they were a large company . I sent them evidence of that plus additional costs of the replacement holiday we booked ( used wording of European law in place at time ) and won . I won’t ever use Tui again .

Unsure33 · 04/05/2023 10:40

Mum1976Mum · 04/05/2023 10:34

Honestly, I’ve tweeted everyone, put comments on their Facebook, sent DMs to them….currently been on hold on the phone again for an hour. I could cry. I don’t know what else to do. Everyone was so excited about this holiday. If I don’t pay up it gets cancelled, we lose £500 and everyone’s an upset. I feel like I’m being blackmailed.

Can you book another holiday using same parking and dog sitter just not the cruise ?

ClawedButler · 04/05/2023 10:42

That's disgusting, I certainly won't touch them with a bargepole in future.

Unsure33 · 04/05/2023 10:42

Chickenkeev · 04/05/2023 10:14

I would have thought alright that payment of the invitation to treat amount would constitute completion of the consideration part of the contract? But am not an expert. It seems ridiculous to think that a company could come back at any stage between delivery of thr goods/services after payment and just demand more money!

Show quote history

Yes I agree that they have taken the money and still advertising at that price so very wrong

Desperatelyseekingcommonsense · 04/05/2023 10:43

JudgeJ · 04/05/2023 09:55

There did used to be a law about companies accidently incorrectly pricing goods, something like an advertised price being 'an invitation to treat' but not legally binding or if it still exists. It seems very wrong that once money has changed hands one party can decide to renege on the contract, if the OP had decided to cancel her contract RC would not refund her.

Show quote history

Invitation to treat applied before a contract has been formed so goods on a shelf that are wrongly priced or price on a website. A contract is formed when you checkout on a website or in person. They tell you the price (offer) you pay (acceptance). Royal Caribbean are seeking to unilaterally change the contract. It says they can in their t&c but I’d suspect that’s against UCTA (unfair contract terms act). I’d complain to trading standards but suspect small claims will be the best way to recover your non refundable expenses. Minimise them as best you can and keep taking screen shots of website.

bignosebignose · 04/05/2023 10:46

I agree with PP that you should look into alternatives rather than lose the £500 you've paid for other things. Get your money back from RC, book the Eurotunnel from Folkestone to Calais (avoiding the Dover nightmares) and a lovely house in northern France, you'll probably pay half the amount you've given them and have the rest for spending money.

pollymere · 04/05/2023 10:46

Take a screen shot showing that they still have the incorrect price on their website now. And then point out to them that not to have corrected it on their website immediately they became aware of this issue suggests they are fraudulently obtaining customers... Find out who the CEO of the Company is and email them directly. Emails are usually name@company or name.name@company. Point out this fraud. I would probably contact a magazine or newspaper who love stuff like this. It's amazing how Companies honour things when it's in The Su, Mirror, Mail or That's Life!

JimnJoyce · 04/05/2023 10:47

@Mum1976Mum Jason Liberty id the CEO of RC try emailing him directly( found this online not sure it will work)
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