P&O Cruises pledges to speed up refund payments

P&O Cruises Announces Huge New Ship Coming in 2022!

The boss of P&O Cruises has pledged new technology and resources to speed up the payment of refunds for cancelled cruises.

President Paul Ludlow took to social media to outline measures the company is making to speed up the refund process.

The Facebook posting, which came after parent company Carnival UK confirmed staff consultation on redundancies after a pause in operations, had attracted 1,700 views as of Thursday morning.

Ludlow said he was “very aware of how imperative it is that those of you who opted for a refund, instead of an enhanced Future Cruise Credit, receive your money back as swiftly as possible”.

He added: “We are proud to be a travel company which is able to offer refunds but the impact of Covid-19 upon our business, your businesses, and all of our lives has been devastating, and therefore the complexity and scale of this task has been unprecedented for us.

“At P&O Cruises, we have had to adapt our ways of working very quickly as we set up new systems and all our colleagues began working from home.

“I understand that some of you see us as a big business ‘holding on to your money’ as some of our guests have been commenting publicly, but I assure you I am very aware of the financial constraints everyone is under at the moment and we are not delaying this intentionally.”

The first cruises were cancelled due to Covid-19 in the middle of March “and whilst we expected to process the first refunds sooner, we revised that to ‘up to 60 days’ when we realised the impact the pandemic was having on our wider business and teams,” Ludlow said.

“I know that ‘up to 60 days’ is not ideal and it is certainly not the service you would normally expect from us but sadly ‘normal’ has taken on a new meaning.

“In the past few weeks, despite the challenges, we have been able to put new technology and systems and also an additional resource in place which will result in more refunds being processed more quickly and I hope this will improve the situation daily. We will also be contacting all of you who have requested a refund.”

The line’s systems are also being amended to allow enhanced 125% FCCs to be able to be redeemed online without the need to call, with more details expected at the end of May.

Customers now have until the end of December 2021 to put their FCC against a booking for any holiday on sale during that period.

FCCs may now be used to upgrade or for a second cabin for any booking in 2021 or 2022 departure period currently on sale and may also be gifted or transferred to someone else.

“This option too will apply to further out departures as and when they go on sale, until as stated above, the end of December 2021,” Ludlow said.

Royal Caribbean Updates Measures Taken to Weather COVID-19 Pandemic

Anthem of the Seas
PHOTO: Anthem of the Seas’ pool deck at sunset. (photo courtesy of Royal Caribbean International)
Royal Caribbean Cruises Ltd. (RCCL) on May 8 provided a business update on how it is shoring up liquidity, reducing expenses, and upgrading cleaning and disinfection protocols amid the Covid-19 pandemic.

“These are unprecedented times for all of us. Travel restrictions and stay-at-home orders are important to slowing the spread of the virus, but they have severely impacted our operations,” said Chairman and CEO Richard D. Fain. “We are taking decisive actions to prioritize the safety of our guests and crew while protecting our fleet and bolstering liquidity.”

RCCL brands – including Royal Caribbean International, Celebrity Cruises, Azamara and Silversea Cruises – have suspended operations through at least June 11. The corporation said continued disruptions to travel and port operations may result in further suspensions.

As Azamara #SistersMeet, social fans can earn on-board credit ...

“Our top priority is to ensure the safety of our guests and crew during the suspension period and when we resume operations,” Fain said. “The company’s fleet is now either in port or at anchor and we have developed strict protocols to protect our crew that is still on board our ships.”

RCCL also has arranging to shore up its liquidity and, as of April 30, had liquidity of approximately $2.3 billion in cash and cash equivalents. On May 4, the company increased the 364-day senior secured credit facility and drew $150 million, further enhancing the company’s liquidity profile.

“Since late January, we have undertaken several proactive measures to mitigate the financial and operational impacts of COVID-19,” said Jason T. Liberty, executive vice president and CFO. “Our focus is on bolstering liquidity through significant cost-cutting, capital spends reductions, and other cash conservation measures. In addition, the company is considering additional financing sources. We continue to evaluate all options available to us to further enhance liquidity.”

Royal Caribbean Ships by Size [2020] with Comparison Chart

To reduce expenses, RCCL has significantly reduced ship operating expenses, including crew payroll, food, fuel, insurance and port charges.

The company reduced its workforce by about 26 per cent, eliminated or significantly reduced marketing and selling expenses for the remainder of 2020, and suspended travel and instituted a hiring freeze.

“The company estimates that its average ongoing ship operating expenses and administrative expenses is approximately $150 million to $170 million per month during the suspension of operations,” the business update said. “The company may seek to further reduce this average monthly requirement under a prolonged non-revenue scenario.”

The company also has identified approximately $3 billion and $1.4 billion of capital expenditure reductions or deferrals in 2020 and 2021, respectively. Shipyard operations have been impacted, so there will be delays of new ships previously planned for delivery in 2020 and 2021.

The company estimates its cash burn to be, on average, in the range of approximately $250 million to $275 million per month during a suspension of operations.

At the beginning of 2020, RCCL was looking at a strong booking pattern at higher prices than the previous year.

“Given the impact of Covid-19, booking volumes for the remainder of 2020 are meaningfully lower than the same time last year at prices that are down low-single digits,” the RCCL statement said. “Due to the suspension in sailings, booking trends reflect elevated cancellations for 2020 and more typical levels for 2021 and beyond. Although still early in the booking cycle, the booked position for 2021 is within historical ranges when compared to the same time last year with 2021 prices up mid-single digits compared to 2020.”

Royal Caribbean Ship Classes Explained - Cruise International

As of March 31, the company had $2.4 billion in customer deposits. This includes approximately $800 million of future cruise credits related to voyage cancellations through June 11. The company also continues to take future bookings for 2020, 2021 and 2022, and receive new customer deposits and final payments on these bookings.

The company previously withdrew its first-quarter and full-year 2020 guidance. “The magnitude, duration and speed of Covid-19 remain uncertain. As a consequence, we cannot estimate the impact of Covid-19 on our business, financial condition or near- or longer-term financial or operational results with reasonable certainty, but we expect to incur a net loss” for the first quarter and the 2020 fiscal year, “the extent of which will depend on the timing and extent of our return to service.”

Meanwhile, the company has been developing a plan to address the health challenges posed by Covid-19. It includes enhanced screening, upgraded cleaning and disinfection protocols, and plans for social distancing.

RCCL continues to work with the Centers for Disease Control and Prevention, global public health authorities, and national and local governments to enhance measures to protect the health, safety and security of guests, crew and the communities visited when operations resume.

Major Layoffs at Royal Caribbean

Oasis of the Seas

Royal Caribbean Cruises is laying off and furloughing up to 26 per cent of its the United States-based workforce.

“Earlier today, we told our employees the difficult news that we were laying off or furloughing approximately 26 per cent of our more than 5,000 coworkers in the United States,” the company said in an emailed statement. “We earlier announced the early conclusion of many crew contracts. The circumstances of the pandemic made this action unavoidable, and it hurts to part ways with so many good and talented people.”

Royal Caribbean leadership recently agreed to pay cuts, while Norwegian Cruise Line Holdings cut pay and moved to a four-day workweek.