ON JANUARY 24, the
MSC Musica, carrying
2 117 South African
passengers on a regional
cruise, was unable to dock
in Cape Town due to strong
winds. Passengers were
unable to disembark for two
days, missing flights and
onward arrangements. The
cruise company’s Cape Town
to Durban itinerary was, as
a result, also delayed, and
embarking passengers were
unable to board during this
time.
To understand how clients
were affected financially,
TNW spoke to Ross Volk,
md of MSC Cruises, and
Uriah Jansen, md of Oojah
Travel Protection, which
administrates Hollard
Travel Insurance. The cost
of the travel insurance is
embedded into the MSC
package.
“Expenses incurred due
to travel delays are one
of the benefits covered in
the policy. The policy also
includes cover for medical
expenses, cancellation,
repatriation of mortal
remains, baggage loss or
damage, missed connection
and personal accident,”
says Uriah. Optional top-up
cover also exists for clients
looking for additional cover
for their local cruise, she
adds.
In this instance, MSC pax
were insured by Hollard
for up to R1 250 per adult
for expenses relating to
travel delays, an amount
that covered most flight
rebooking claims, says
Uriah.
As missed connection
costs are only covered by
the policy for incoming
flights, passengers delayed
in Cape Town after their
cruise would normally not
have been covered for this
expense. However, Hollard
made the decision to cover
these costs as an ex-gratia
gesture.
Passengers travelling
from Cape Town to Durban
on the MSC Musica’s next
itinerary were affected by a
two-day departure delay –
they only set sail on January
26. In this instance, Uriah
says Hollard was able to
reimburse passengers, as
per the travel delay benefit,
for accommodation and
meal costs.
However, missed
connection costs for
outgoing flights were not
covered by insurance when
that cruise docked late
in Durban. Uriah advises
that clients were given the
option to cancel their entire
trip, knowing the cruise
was delayed for more than
12 hours. They would then
have received cancellation
pay-outs of up to R10 000
per person for the unused
cruise fare and flights. Many
decided to travel anyway.
Ross adds that, as a
gesture of goodwill, MSC
offered guests on the
itinerary a pro-rata refund
and a discount on a future
cruise, over and above the
Hollard cover.
Wafa Alhadidi, md of
South Africa Travel Bureau,
had passengers booked on
the Cape Town to Durban
cruise. “MSC did what
they could to minimise
inconvenience, sending
email and SMS updates to
both passengers and agents
twice a day. The cruise line
also organised free transfers
and accommodation for
clients who lived outside
Cape Town. Although clients
had to pay upfront for the
accommodation they are
able claim the cost back
from Hollard.”
Strong winds turn in passengers’ favour
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