Boarding denied on cruise because of positive COVID test

Dear Travel Troubleshooter: My husband and I booked a British Isles cruise with Princess for this summer. Before boarding her Southampton, cruise line personnel gave her husband a quick COVID test of her. Because his girlfriend’s PRC test (done in the US) had not yet been emailed. My husband tested positive. Princess did not let us on board.

I have insurance for this cruise and have submitted the letter I received from Princess to my insurance company. However, insurance companies require a doctor’s note or other documentation of the test and results in addition to the letter.

We requested the documents from Princess but so far no response.On my last call with Princess I waited 4 hours and was given incorrect information and no confirmation from the ship’s doctor. There was no

The princess also promised to cover food and lodging costs while waiting for her return flight, but that hasn’t happened either. Help me!

— Linda Martin, Anacortes, Washington

answer: The princess was right to deny you boarding. However, the way insurance claims and expenses were handled was incorrect. The cruise company should have done what they promised — cover your expenses and help you file an insurance claim. So why didn’t they? Well, we’re still picking up snippets from one of the busiest summer travel seasons in recent memory. This results in delayed travel insurance claims and longer customer service hold times. Princesses are hardly alone.

The cruise line has already refunded $1,051 for excursions.But you still hadn’t paid for the cruise fare and the extra cost of quarantine in the UK

I like the way you carefully record your expenses. I have saved all receipts and presented them to my travel insurance company. well done! Unfortunately your insurance company needed a letter from Princess confirming her husband’s COVID positive status when you boarded.

Official test results are required if illness prevents you from taking a cruise or tour. A doctor’s letter would be even better. Don’t wait until you get home to ask for a letter. Pick it up on the spot. Otherwise, your travel insurance claim may not be successful.

A polite written appeal to one of the Princess executives I publish on my advocacy site (www.elliott.org/company-contacts/princess-cruise-lines/) was helpful. I also publish a free guide to cruising (found at www.elliott.org/ultimate-consumer-guides-smart-travelers/the-ultimate-guide-to-taking-a-cruise-now/). How to solve cruise problems.