Disputes involving a Cruise Line

Note: The Federal Maritime Commission has very limited jurisdiction over cruise lines. Where a cruise line fails to provide a scheduled cruise for which it has collected passenger deposits, the FMC requires cruise lines to have a bond or other financial surety from which passenger deposits may be refunded.  Those financial instruments are issued by companies specializing in such instruments.  The FMC does not make refunds.

Complaints involving safety issues should be submitted to the U.S. Coast Guard, while those pertaining to sanitation can be submitted to the Vessel Sanitation Program, National Center for Environmental Health.      

Although the Commission does not have jurisdiction over such matters as cruise satisfaction, billing issues, itinerary changes, and other disputes arising between cruise operators and their customers, CADRS will often refer such complaints to the cruise lines for their consideration. In some instances, we have been able to assist in reaching voluntary resolutions of problems. However, the Commission does not process complaints directed against travel agents.

Information Requested to Assist in the Processing of Complaints
While our dispute resolution specialists will do what they can with the information available, the provision of complete information concerning complaints will enable them to work faster and more efficiently.
      
Ticket / Passenger Invoice
Date of Sailing:
Length and Nature of Cruise (e.g. 14-day trans-Atlantic, 7 day Caribbean)
Port of Origin (may be the same as Origin):
Port of Destination (may be the same as Destination):
Did you purchase transportation from your home to the Port of Origin from the Cruise Line?
Did you purchase transportation from the Port of Destination to your home from the Cruise Line?

People and Companies Involved:
      
Passenger Name(s) or Contact Person(s):
Passenger Company Name (if applicable):
Passenger phone and address:
Cruise Line Contact Person(s):
Cruise Line Company or Trade Name(s):
Cruise Line phone and address:
Travel Agent Name or Contact Person(s):
Travel Agent phone and address:

   
Description of Issue (include as much information as possible to enable us to describe the issue to  the cruise line on your behalf.).
 
Description of Solution (explain what you hope to obtain – ensuring a safer or better future cruise, negotiating a monetary solution, etc.).

Please send the above information to complaints@fmc.gov