Cruise Holiday Complaints

A cruise package — where transport, accommodation, and on-board meals are sold together — is almost always a package under the PTRs 2018. This means the cruise line or tour operator is responsible for the performance of all elements, including:

• Shore excursions booked through the cruise line (though not those booked independently in port)
• On-board accommodation and catering
• The published itinerary

If the organiser makes a significant alteration before departure (e.g., replacing a major destination with a lesser one), you have the right to cancel for a full refund or accept an alternative package. During the cruise, missed ports or short visits may give rise to price reduction claims if they represent a material failure of the contracted holiday.

Cruise lines sometimes deviate from the published itinerary due to weather, technical issues, or commercial decisions. Your entitlements depend on the reason:

• Weather or safety (extraordinary circumstances): The cruise line may avoid liability for compensation but must still fulfil its duty of care and make reasonable alternative arrangements.
• Commercial or operational decisions: If a port is missed for non-extraordinary reasons (e.g., scheduling changes, commercial port arrangements), you may be entitled to a price reduction proportionate to the value of that port to the overall package.

Document any missed ports, shortened stops, or substituted destinations. Review the cruise line's terms and conditions carefully — many contain broad "itinerary change" clauses, but these cannot override PTRs 2018 rights in the UK.

If you suffer personal injury or illness on a cruise ship, your legal position depends on the cause:

• On-board illness from poor hygiene (e.g., norovirus outbreak): You may have a negligence claim against the cruise line if you can show the outbreak was caused or worsened by inadequate hygiene measures. Keep medical records and report all illness to the ship's medical centre.
• Accidents on board: The Athens Convention 2002, implemented in UK law, limits the cruise line's liability for death or personal injury to around SDR 400,000 (approximately £450,000). This limit is higher if the cruise line is found to be at fault.
• Shore excursion accidents: If booked through the cruise line, the line is liable under the PTRs 2018. If booked independently, you must claim directly against the local operator.

Steps for pursuing a cruise complaint:

1. Report on board: Raise issues with the ship's guest relations team immediately. Obtain written confirmation of any complaint and any response or offer made.
2. Write formally within 28 days of returning home to the cruise line's UK customer service team, including all evidence.
3. ABTA ADR: Most major cruise lines are ABTA members. If your complaint is unresolved after 8 weeks, use ABTA's Alternative Dispute Resolution service.
4. CLIA: The Cruise Lines International Association also has a member code of conduct and can apply pressure in egregious cases.
5. County court: Personal injury and other significant claims may ultimately require litigation. A specialist travel law solicitor can advise on merits and funding.