Don't waste your time contacting these people for your cancellation refund, once the 14 day refund window has expired just request a 'charge back' from your card provider, that way Cruise 1st is debited by the bank and refunds you whether or not they want to! I ended up taking this course of action after my April cruise was cancelled by them and they clearly had no intention of repaying me my money. It was quite a simple procedure saving me a great deal of further stress. This is a greedy, grasping and inept company who care nothing for their previously loyal customers. Give your future custom to a more reputable company, most of whom will negotiate to match prices anyway and will be more contactable when things go amiss. If any cruise company goes 'bust' in the near future I hope it will be these 'rip off merchants'.