Royal Caribbean has canceled the current sailing of Serenade of the Seas after a technical issue prevented the ship from safely departing Vancouver.
The cancellation came after passengers had already boarded the ship and spent several days waiting for their Alaska cruise to begin.
The ship was originally suppose to sail on August 30, and then got pushed until September 1, until ultimately cancelled.
“Despite our teams’ around-the-clock efforts to complete the necessary repairs, we were unable to resolve the issue in time for the ship to safely depart,” Royal Caribbean told guests in a letter Tuesday. “As a result, we must cancel this sailing.”
The letter, signed by Aurora Yera-Rodriguez, Royal Caribbean’s vice president of guest experience, added that the cruise line understood the disruption and had made every effort to deliver the planned cruise experience before the cancellation became necessary.
Guests can stay onboard as a hotel
Passengers aren’t being required to immediately leave Serenade of the Seas. Royal Caribbean is making the ship available as a hotel so guests can arrange onward travel, with everyone required to be off the ship by 11:59 p.m. Wednesday, September 2, when the ship must leave the terminal.
Complimentary internet access is being provided to guests who did not already purchase a Wi-Fi package, so they can reach airlines, hotels and family members.
Compensation offered to passengers
Guests who joined the canceled sailing will receive a 100 percent refund of their cruise fare, taxes, fees, amenities and shore excursions, along with a pro-rated refund on beverage, dining and VOOM internet packages and prepaid gratuities.
Royal Caribbean is also honoring a previously offered onboard credit equal to two days of cruise fare per guest, usable anywhere onboard, with any unused portion refunded after final disembarkation.
On top of that, the cruise line is increasing its Future Cruise Credit offer to 100 percent of the fare paid, good toward a sailing departing within one year.
The compensation applies specifically to guests who joined the ship. Those who previously canceled or did not arrive at the pier remain covered under their original offer.
Serenade of the Seas is scheduled to begin another cruise later this week. As of Tuesday evening, Royal Caribbean had not announced what impact, if any, the technical issue will have on that sailing.
