Canadian Couple Denied $15,400 Refund After Cruise Itinerary Changed Last Minute

A Canadian man has expressed his frustration after his high-end European river cruise itinerary was changed with less than 24 hours' notice, and he has been refused a refund. Brian Lobaskie, from Ontario, and his partner had spent over a year planning an 11-day cruise with AmaWaterways, scheduled to travel from Amsterdam to Switzerland.

Lobaskie was informed just one day before their scheduled flight that the original cruise route could not be operated. The cruise line offered an alternative itinerary through the Netherlands and Belgium instead. Uninterested in the substitute route, which did not align with their plans or what they had paid for, the couple decided not to travel.

"Unfortunately, I got a 24-hour notice before I was scheduled to fly that the cruise company could not operate the river cruise in its entirety," Lobaskie told CTV News. He added that he had been encouraged to purchase excursions and a rail pass.

MamaWaterways explained that extreme weather and fluctuating water levels necessitated the sudden route adjustments, stating that rerouting provided greater safety and that the ship would still sail. Under company policy, cash refunds were not applicable because the cruise itself was not canceled.

Instead, AmaWaterways offered affected guests two options: a credit for 50 percent of their cruise fare for those who took the revised itinerary, or a credit equal to 100 percent of their cruise fare for those who opted to postpone their trip. "Guests who chose to go on the changed itinerary, they were offered a credit on future trips equal to 50 per cent of their cruise fare," a spokesperson for the company told CTV News. "Those who opted out of the revised itinerary, the company offered an option to postpone the trip and would receive a credit 'equal to 100 per cent of their cruise fare.'"

Lobaskie argued that a complete itinerary change should entitle customers to a full cash refund, rather than travel credits. He noted that increasing cruise prices mean he would have to pay additional money to take the same trip in the future and expressed concern over the unpredictable river conditions.

Travel expert Loren Christie commented that heatwaves and droughts in Europe have made river cruise alterations increasingly common due to low water levels. "This is not an usual situation because of the heat in Europe. A lot of the river levels are low, and that is causing changes to people’s itineraries," she said.

Christie also noted that cruise contracts typically include standard waiver clauses that permit operators to modify routes without issuing cash refunds during weather-related disruptions. The Daily Mail has reached out to AmaWaterways for further comment.