Call Kurtis: Will They Refund Our Cruise After Violence In Mexico?
Richard and Myla Rockwell of Elk Grove were shocked to see the news.
"We just paid on a Friday, and the news comes on a Sunday," said Myla.
A masked man robbed 22 Carnival Splendor passengers at gunpoint during an shore excursion in Puerto Vallarta.
"He had a gun and a knife," reported one passenger, who snapped a picture of the man from a distance.
"I was really scared when I saw that," Richard said, noting it was the same exact Carnival cruise package he'd just booked for their family of five.
"I said, 'No, this is not going to be a vacation that I wanted,'" Myla said.
The Rockwells wanted to cancel, but under their contract, Carnival was only required to give half their money back -- the violence in Mexico was not reason enough to give a refund.
"Cruise ship cancelation policies are so draconian," CBS travel editor Peter Greenberg said, adding cruise lines are under no obligation to refund concerned passengers after violence.
But overall, he said, these cruises are safe.
"Can I talk to [the Rockwells] right now?" Greenberg said during his interview with CBS13, turning to the camera. "You should go!"
When asked about its cancelation policies by a CBS13 producer, Carnival stood by its contract, refusing to refund the full amount of the ticket.
"Our security team continues to work with local officials regarding the investigation," the company said in a written statement to CBS13. "As a company, we would not take our guests to any destination that we believe to be unsafe. We have been visiting Puerto Vallarta for many years and are not planning to make any itinerary changes at this time."
"This is about safety," Richard said, adding that the trip will not the vacation he and Myla envisioned, but instead of only getting part of their money back, they will try to enjoy their trip.
"I do feel like there is a good chance that we could have a good, fun vacation," he said.
Carnival has stopped doing the Puerto Vallarta shore excursion where the passengers were robbed and said it is reimbursing them for lost valuables and passports.
