Katie Morley Investigates Your consumer champion

Covid rules on Saga cruise were so strict we abandoned ship – now I want my £10,000 back

QOn March 29 my wife and I removed ourselves from a Saga cruise when it became apparent that its newly imposed Covid rules were, for us, unacceptable. For months we had been looking forward to this cruise, which cost nearly £ 10,000. In the run-up to it we were informed we would need to be tested for Covid, which we were fine with. We were told the requirements for mask wearing would be limited to walking between venues in the interior areas of the ship. We thought this seemed a little excessive, but we were willing to comply.

On the first day of the cruise the required testing was carried out quickly and we embarked with minimal fuss. We were very impressed by the facilities in our cabin. After unpacking we went out to explore the ship, dutifully wearing our masks. We were very excited at the prospect of two whole weeks of luxury.

We decided to sample the ship’s hospitality, sitting down at a table in the living room. We removed our masks as we waited to be attended to. A waiter approached us but, instead of asking for our order, requested that we put on our masks. I advised him that according to the Saga website masks were not required when seated. He said this was not the case and that we had to wear our masks until after we were served. I requested to speak to his manager, who backed up his demand. We were then introduced to the guest services director, who advised us that the mask policy was different from that described on the Saga website and contrary to what I had been told via email from the Saga after-sales team.

Had we known the true extent of the ship’s Covid policy we would have cancelled the cruise. If you stood up from a sitting position, you put your mask on. If you were sitting down without a drink in front of you, you put your mask on. If you were dancing in the Britannia Lounge, you put your mask on. The daily Covid testing was a bind as we were treated like children being herded through corridors into the testing area, and then told to retire to our cabins for up to 90 minutes.

But by far the most disappointing aspect of the holiday was being told that we would be unable to go ashore independently at any of the five ports we were stopping at. We would only be allowed ashore on buses, wearing a mask at all times. We should have been notified about this before the holiday.

My wife and I were so upset. It became obvious that unless we complied with this change in protocol we would have to leave the ship, so we decided to walk before the cruise left Southampton dock. After complaining to Saga I was promised a full refund, but received just £6,700. This was £2,500 short of what I paid. I’ve tried several times to contact Saga for an explanation, but I have had no response.

– KW, Warwickshire

A

You say you and your wife have had a couple of really difficult years owing to the pandemic, which I was sorry to hear. The cruise industry has suffered as well. For months on end, companies like Saga faced being unable to operate. Now, even though life is largely back to normal in most sectors, it still isn’t for them.

Cruise operators are at the beck and call of their corporate insurers, who will be expecting them to behave in ways that mitigate the risk of large payouts as a result of outbreaks onboard. Saga’s biggest difficulty now is balancing these demands with making its cruises enjoyable for customers and keeping them happy. It is certainly a challenge.

That said, none of this is an excuse for the way you were treated here, or for that matter, the apparently over-thetop nature of these restrictions. Wearing face masks on the dancefloor and only being allowed to observe scenery though the window of a sweaty coach? I could easily think of a thousand better ways to spend two weeks and £10,000.

Saga says its terms and conditions allow it to change its Covid policy at any time, though on this occasion it was altered on the day your cruise set sail, so you had no advance warning. This felt really unfair. This lack of notice probably explains why Saga was willing to refund you in full.

When the full refund didn’t arrive, you naturally assumed it had gone back on its word, as it had seemed to over the Covid policy. But I have established the underpayment was actually down to an “administrative error” on Saga’s part. Following my involvement, Saga apologised and quickly paid you the rest.

Saga said it really hoped you would join it for a future cruise, but you say you won’t be burned twice. I hope you and your wife manage to get away and enjoy a spot of luxury somewhere soon.

A spokesman said: “The health and safety of all our guests and crew is our number one priority. To protect everyone onboard, we reserve the right to review our protocols during periods of heightened Covid risk.”

Michelin-starred eatery charged £750 when I was too ill to go

Q

My husband and I booked dinner and a one-night stay at Restaurant Sat Bains With Rooms in Nottingham, which has two Michelin stars. We thought it would be a very special treat to celebrate our birthdays and 22nd wedding anniversary.

We were really looking forward to it, but unfortunately, just days before the reservation, I was struck with severe sciatica. It rendered me unable to sit, walk or drive. It was excruciating, and I ended up at the acute injury unit of my local hospital.

Three days before the booking I messaged the restaurant to say we were sadly unable to attend. This was as soon as I realised I simply was not well enough. Sat Bain’s cancellation policy states that customers must give five days’ notice of cancellation.

As such, I was told we would be charged the full £ 750 price of the booking, and would only be refunded if it was sold on to someone else. Unfortunately, this didn’t happen and a sum of £750 was taken.

I am aghast that there is no leeway for customers in the event of illness. I offered to move the booking to another date, as we desperately want to eat there. But we were told no. I work part time as a teacher, so this is an awful lot of money to me.

– JH, via email

A

Last- minute cancellations can wreak havoc for restaurants, which operate on tight margins and have suffered heavily through Covidrelated closures. That said, customers must be treated fairly and this decision to keep your £750 seemed deeply unjust.

Restaurant Sat Bains’ cancellation policy states: “We exercise discretion where you experience difficult personal circumstances.” You were clearly very unwell and let the restaurant know as soon as you could. As a result it had three full days to advertise and resell your table and room. Provided the demand was there and the advertising was sufficient, this should have been enough time to resell the table.

I also think Restaurant Sat Bains’ cancellation policy appears inconsistent with guidance from government regulator the Competition & Markets Authority on such charges. It says that cancellation policies are more likely to be fair if fees constitute a small percentage of the price of an experience and reflect the net costs or net loss of profit caused by the cancellation.

But here, you had paid full price for a room and meal which was never provided, suggesting that the restaurant may have even profited from your cancellation, which would be completely unacceptable.

The good news is that following my involvement, Restaurant Sat Bains said it was happy to let you move your booking to another date. It claimed it had been unaware of the full extent of your illness.

Your sciatica is improving with regular physiotherapy, osteopathy and acupuncture, and despite this dispute, you are still very much looking forward to dining and staying there. I hope you enjoy your special treat.