Monday 23 November, 2020

Ubersoca clears air on refund policy

Ubersoca is assuring that passengers who require a full refund will receive it through the Cabin Replacement Program.

Under this program, USC will return the cabins to inventory and sell them. Passengers who have registered for the program will receive a full refund incuding their deposits.

USC issued a release today clarifying their refund policy after announcing that this year's cruise has been postponed to next year and options for those who registered to sail.

"In the interests of health and safety, Ubersoca Cruise (USC) recently announced that it will be postponing both cruises until November 2021. Given the pandemic, we understand that some guests may have other priorities and therefore have offered several options to our passengers in order to allow them the flexibility to remain with us and sail in 2021 (Stay n Play), transfer their cabin credits to 2022 (Move n Groove) or participate in the Cabin Replacement Program and receive a full refund. We have also ceased taking payments as of May 2020, waived late fees and name change fees indefinitely and made a number of other concessions," USC said.

The organisers said while many have opted to sail with them in 2021, those who prefer a full refund will get it under the Cabin Replacement Program. The deadline to register is August 10.

USC has been under fire for its refund policy particularly as similar cruises such as the Jamrock  Reggae Cruise have offered full refunds seemingly without conditions.

However, the USC organisers explained the rationale via the release.

"Unlike traditional cruises, a charter, like Ubersoca Cruise, requires advance commitments and funding to suppliers (transportation, hotels, entertainers, etc.) in order for them to make commitments, reserve times, and plan in the same way that we do. The most essential supplier is the cruise line. As the cruise was postponed (not cancelled) we have not received any monies back from either the cruise line or our suppliers."

USC said typically, due to the uniqueness of music-themed charter cruises, refunds are not permitted.

"This is clearly set out in our Terms and Conditions. In any event, we have created exceptions to our standard terms and conditions to allow full refunds through the Cabin Replacement Program. Once all the Cabin Replacement requests are received, we will start processing refunds giving first preference to those that have already RSVP’d for USC 2021 and anticipate being in a position to process refunds reasonably quickly," USC said.

USC told Loop that if a cabin isn't sold, passengers can sell their cabin credits to someone already sailing (they will assist  free of charge) or they can keep credits until 2022.

"This is highly unlikely as we anticipate processing ALL refund request timely, based on the data," they said. 

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