Cruise Service Issues

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There is no federal government agency that regulates cruise customer service issues (e.g. itinerary changes, passenger cancellations, cabin concerns, etc.). Moreover, the Commission has limited jurisdiction over cruise lines (pursuant to 46 U.S.C. §§ 44102 – 44103) that embark passengers at locations in the U.S.:

• The Commission cannot order a cruise line to cancel a voyage or to stop operating due to the outbreak of a disease, such as coronavirus.
• The Commission cannot order a cruise line to make a refund to a passenger when a passenger decides not to travel.
• Passengers should always carefully read their ticket contract, which states the cruise line’s obligations with respect to cancelled cruises and changes in itinerary.

The Commission’s Office of Consumer Affairs & Dispute Resolution Services (CADRS) assists passengers that boarded a passenger vessel at a U.S. port and purchased their ticket directly from the cruise line. CADRS assistance in these matters is a voluntary process. The Commission does not have statutory authority to compel cruise lines to take any particular action to address complaints.

Individuals seeking the assistance of CADRS should provide the following information: a brief description of the complaint; the booking confirmation; copy of the ticket contract and insurance policy; any correspondence the complainant has had with the cruise line; and your contact information. When requesting assistance, please complete the appropriate form, add any supporting documentation, and submit it to complaints@fmc.gov.

• Dispute Resolution Service Request – Cruise (FMC-32) [PDF, 436 KB]

For those seeking assistance for passengers embarking a cruise at an international location, please see the “International Travel” section of the Department of State’s website:

Information published by the federal government in response to Coronavirus-19 can be found at:

Compensation for Cruise Line Cancellation; Death or Injury During Voyage

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FMC requires cruise lines to have a bond or other financial surety available to refund passenger deposits in the event of nonperformance or for death or injury on a voyage. This requirement applies to cruise lines that embark from a U.S. port and have at least 50 berth accommodations.

The company that issues the bond or other financial surety processes claims made for cruise nonperformance or death or injury. For more information on the FMC’s financial responsibility requirements or to obtain information on filing a claim please contact the Bureau of Licensing and Certification.

Additional Resources

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There are multiple government agencies that have jurisdiction over cruise safety and security concerns:

The Centers for Disease Control (CDC) regulates health and sanitary conditions onboard cruise vessels:

The U.S. Coast Guard (USCG) maintains information on safety regulations.

Notices

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