A cruise ship passenger found herself out of pocket after a tour company refused to refund her money for a missed shore tour during a Carnival Legend cruise in September 2023. When cruise travelers book tours for ports of call that the ship is unable to visit, it is customary for those missed tours to be refunded, but this is only guaranteed when tours are booked through the cruise line.

The Carnival Legend cruise, departing on September 2, 2023, from Baltimore, Maryland, was set to sail to Greenland but faced itinerary changes due to poor weather conditions. Jill Reiter, excited for the unique opportunity to visit Greenland, found herself disappointed when Carnival Cruise Line did not offer any shore tour options in the small communities they visited.

With no tours available through the cruise line, Reiter and other guests turned to an independent travel company, Sandra’s Cruise Tours, run by Sandra O’Leary. The company offered an iceberg boat tour option for $424 per family, with promises of being onboard the ship to ensure a smooth experience during the Greenland visit.

However, due to inclement weather, the cruise ship was unable to visit Greenland, and substitute ports in Canada were added to the itinerary. Guests onboard received $400 of non-refundable onboard credit per stateroom as compensation for the change and the loss of the Greenland ports.

It serves as a reminder that booking tours through the cruise line can provide added security in case of itinerary changes or cancellations. While independent tour operators may offer unique experiences, the lack of a refund in this case highlights the importance of understanding refund policies and booking options when planning cruise excursions.