Boarding on cruise denied due to positive COVID test

Q: MyMy husband and I booked a cruise of the Britishh Isles with Princess this summer. Before wwe boarded in Southampton, a cruise line repreesentative gave my husband a rapid COVID-1 9 test because his PRC test (taken in the U.S.)) had not yet been sent to his email. My huusband tested positive. Princess wouldw not lett us board.

We had purrchased insurance for this cruise,c and wew have submitted the letter wew received fromf Princess to the insurancea companny. But the insurance company requires a dooctor’s note or other documentationt of thee test and results in addition to thet letter.

We have aasked Princess for that documentation, butt so far, it has been unresponsive. In my last caall with Princess, I waited four hours, only to bbe given incorrect information and no verificcation from the ship’s doctor.

Pririncess also promised to compensate usus for meals and lodging while we waited for a flight home, but that has not happened either. Please help!

— Linda Martin, Anacortes, Washington

the-ultimate-guide-totaking-a-cruise-now), which includes a section on how to resolve any cruise problem.

I contacted Princess on your behalf. A representative called you and agreed to reimburse you for the cost of meals, lodging, a transfer and an additional $500 to cover the amount that the insurance would not cover. It also furnished you with the necessary documentation for your insurance. Princess will pay you $2,954, and after you file your insurance claim, you will get $3,700 back.

Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit organization that helps consumers resolve their problems. Elliott’s latest book is “How To Be The World’s Smartest Traveler” (National Geographic). Contact him at elliott.org/ help or chris@elliott.org.