A BBC investigation has uncovered allegations that dozens of customers who paid deposits for a three-year residential cruise with Victoria Cruises Line (VCL) are still waiting for refunds, despite the ship never setting sail since bookings opened in 2022.
Customers Report Financial and Emotional Toll
According to the BBC report by journalist Suranjana Tewari, would-be passengers paid deposits ranging from $10,000 to $15,000 for the advertised cruise, which promised cabins at $3,840 per month visiting 115 countries.
Some customers reportedly sold their homes, rehomed pets, and made irreversible life changes in anticipation of the voyage.
Australian couple Dennis and Taryna Wawn from Perth told the BBC they paid a $10,000 deposit in May 2022 after what they believed was thorough research.
The cruise was subsequently postponed multiple times, most recently in July 2025, with the company citing failure to reach approximately 80% occupancy needed to charter a vessel.
The BBC investigation reportedly found that VCL does not currently own or lease the ship it has been advertising, the former Holland America Veendam, now called the Majestic.
The vessel’s owner allegedly denied any association with VCL when contacted.
Company Issues Detailed Rebuttal
In a detailed response to the BBC’s questions, Victoria Cruises Line strongly denied allegations of fraud or wrongdoing.
The company stated that all 38 complaints filed were investigated and none warranted refunds according to contract terms.
VCL explained that it cannot sign a ship lease agreement until reaching the necessary occupancy rate, as doing so would require approximately $1 million monthly payments.
“Had we signed the lease agreement at the beginning of 2024, we would have had to pay approximately $18 million for nothing,” the company stated.
The company maintains that all booking conditions clearly stated departure dates would only be finalized once minimum occupancy was reached, and that customers were aware of this condition.
VCL also stated that deposits are held in a segregated bank account and that approximately 100 more bookings are needed before departure can be scheduled.
Regarding refund delays, VCL cited pending legal proceedings, anti-money laundering checks, missing bank details, and administrative issues as reasons why some refunds have not been processed.
Investigations and Legal Actions
According to the BBC, investigations in Utah found that VCL had not booked a departure port as advertised, and some individuals presented as crew on the website had not received employment offers.
VCL countered that all crew shown are real people with passports and contracts to prove their employment.
The company has threatened legal action against customers who attempt to resolve complaints through social media rather than through courts specified in their contracts.
VCL told the BBC it will pursue legal options if a corrective statement is not published.
Consumer advocate Adam Glezer, who runs a consumer advocacy company, reportedly called the situation “disgusting” and stated that affected customers “were sold a dream… and it has turned into nothing short of a nightmare.”
Meta, which owns Facebook and Instagram, told the BBC it found no evidence that VCL’s advertisements violate its policies, despite repeated reports from alleged victims.
No Departure Date Set
VCL’s website continues to advertise the residential cruise, stating “our shared dream is very much alive” despite the delays.
The company has not announced a new departure date and states one will only be set once required occupancy levels are reached.
The company maintains it operates “transparently and lawfully” and denies there are any victims, stating that customers simply “could not accept that their deposits were not refunded” according to contract terms.
