FAQs

What are your current hours of operation?

Monday–Friday: 9 am–6 pm ET
Saturday–Sunday: 9 am–5 pm ET

How long do I have to use my Future Cruise Certificate?

Cruise line expiration dates vary by line and will be clearly stated on the Certificate you receive.  Online Vacation Center Package Certificate must be applied to a new booking made within a year of your cancellation date. For more information, read our blog post How to Use Your Future Cruise or Future Travel Credit.

I am receiving a Certificate from the cruise line and Online Vacation Center. With so many cancellations, will you still be around next year for me to use them?

Online Vacation Center is happy to say yes! We have been in business for nearly 50 years, and we look forward to working with you for many years to come. Similarly, the major cruise lines are strong and profitable and will be eager to have you onboard in the future.

Can I use my Future Cruise Certificate on another line?

You are not able to transfer your Future Cruise Certificate from a cruise line to another, even within the same family of brands (i.e. from Royal Caribbean to Celebrity). However, you may use Future Package Certificate from Online Vacation Center on any future package with us, as long as the credit is still valid. This includes Enrichment Journeys. For more information, read our blog post How to Use Your Future Cruise or Future Travel Credit.

I have a cruise later in the summer or fall. Should I cancel now?

If you are before your final payment date, we do not recommend cancellation at this time. Many things can change, and you may feel much more comfortable about travel, in general, by the time payment comes due. Feel free to call your Personal Vacation Manager to discuss any questions you have.

Does insurance cover cancellation?

If you are canceling because you are nervous about travel, then, in general, your policy will not cover voluntary cancellations. The only exception is if you specifically asked for “Cancel for Any Reason” coverage and paid an additional premium. If your doctor has advised that you cannot travel at all, then you may have coverage. Please call your insurance provider directly to discuss the situation with them.

I am booked on a Value Inclusive Package or Enrichment Journey. Why does Online Vacation Center have different penalties and compensation than the cruise lines?

In order to offer exceptional values to our clients, we secure low rates by paying air, hotel, and tour operators in advance. Once these components of your vacation have been secured, you would be subject to the restrictions of these providers, which in general, are more strict than the cruise lines. We will always work to secure a refund or credit to you when possible, but that is not always available or may not be in full.

I canceled my vacation a month ago, why haven’t you refunded or credited my airfare?

Not all airlines are waiving change fees or offering refunds for all destinations. We are waiting until closer to your original departure date to see if there might be an itinerary change or modification of policies, which would benefit you and allow us to refund more to you. Please be patient while our air professionals utilize their years of experience to secure the best possible result for you.

Some lines have canceled cruises, but mine is set to sail. What should I do?

This is a rapidly evolving situation, with decisions being made and changed as the circumstances warrant. Certain areas have much lower incidence of illness than others, for example. As soon as a cruise line believes it is prudent to make a change to your sailing, they will. There is no way to predict the progression of this situation, how rapidly it might develop or decline. If your potential financial penalty is not going to change if you wait even a week or two, we do recommend waiting so you can make a decision based on the best available information at that time. If you are unsure when your penalties might change, feel free to call your Personal Vacation Manager to discuss your options.

I canceled my vacation last week. Now my sailing has been canceled by the cruise line, or they are offering different compensation. Can I get the new compensation package?

Unfortunately no. The offers made by the cruise lines are not retroactive. We each have our own tolerance for risk, and you were most comfortable canceling when you did, acting on the information at the time.

The cruise line says I can’t cruise because I’m over 70. Why are you assessing me a penalty?

There has been a lot of confusion about the “Fit to Travel” provision some cruise lines are implementing. They are not refusing to allow you to travel, merely requiring you see a doctor within a certain amount of time prior to boarding your cruise, so your doctor can certify you are healthy to travel. This is because health authorities have issued additional cautions regarding travel to those over 70, as there seems to be additional risk to older travelers, not in any way a form of age discrimination.

UPDATE: As of May 2020, according to Cruise Critic, Cruisers over 70 years of age are being reassured they will not have to provide doctor's notes in order to be able to cruise, once operations resume as stated by the Cruise Lines International Association (CLIA), the industry's governing body. Read More ›

What are the individual cruise line policies for cancellations and cessations?