When a Yacht Charter Goes Wrong: What Happens Next

Day 2 of a week in the Cyclades.

Eight guests. Four crew. One air conditioning unit in the master cabin that stopped overnight.

The guest in that cabin mentions it to the captain at breakfast.

The captain notes the time and tells the yacht’s management.

At 11:00 the broker sends a message. “Are you having a 5-star vacation? If not, what can be done?”

The guest says the cabin was hot. Nothing more.

By lunch the issue is in writing with the yacht’s management, and the guest knows when they will hear next.

That is the whole job. A small problem, raised early, with a name on it.

The short answer

• Most problems on a crewed charter are small and fixable on board when they are raised the same day.
• Problems you raise while you are on the yacht are the cheapest to fix. Once the guests have left, the owner has nothing left to repair.
• The standard MYBA charter agreement (2017 version) asks you to tell the captain first, then your broker, and to confirm in writing if it is not solved.
• Your broker answers the same day and always tells you when you will hear next.
• No broker can promise a refund or an outcome in advance. A good one tells you how the process works.

Your own contract governs. Clause wording differs between versions and contract forms, so ask your broker to show you the clause.

The three phases

Before the charter

Most disappointments are set up here, and most are avoidable.

The cabin layout is not what you pictured. A toy you expected is not on the list. The route does not suit the wind in your dates.

A short list of questions asked before you pay catches most of them. We keep that list on its own page: seven questions to ask before you book.

Money moves in this phase too. The deposit and balance go through the broker and a stakeholder under the contract. The detail is on how your charter money moves.

The owner can also cancel before the charter. You can cancel as well. Both cases are in cancelling a yacht charter.

During the charter

This is where you have the most power.

Under the MYBA charter agreement (2017 version), Clause 21, you complain first to the captain on board. Note is taken of the time, date and nature of the complaint.

If it cannot be solved on board, you notify the owner or your broker within 24 hours of the event. A phone call is fine at first. The contract asks you to confirm it in writing as soon as possible, with the precise nature of the problem.

The full first-day routine is on what to do in the first 24 hours.

After the charter

The captain presents a detailed account of the APA before you leave the yacht. Any balance goes back to you, or you cover a shortfall.

If you sent a written complaint, the MYBA 2017 form says the stakeholder holds the balance of the charter fee for 14 days (the number is in square brackets in the form, so it is a default). If it is settled by agreement in that time, the balance is released.

How a complaint travels after you are home is on how a complaint actually works. Where the APA money goes is on is APA refundable.

The five things that most often go wrong

1. Equipment fails. Air conditioning, a watermaker, a generator, a tender engine. Most are repaired or replaced. A bigger failure has its own clause. See what happens if your charter yacht breaks down.
2. The APA runs down faster than expected. Fuel, food, drink and berths are paid at cost from the advance. Long runs, air conditioning all night and busy ports all add up. See is APA refundable.
3. The weather changes the plan. The route moves. The MYBA 2017 form states that the owner does not warrant comfort in bad weather. See bad weather on a yacht charter.
4. The crew or the food is not what you were told. This one is easiest to fix on day 1 or 2 and hardest to fix on the last night. Crew changes, chef changes and specific fixes are asked of the owner.
5. The charter is cancelled or delayed. By you, or by the owner. The consequences differ and depend on timing. See cancelling a yacht charter.

The Caribbean and Bahamas

Caribbean contracts use different forms, often with a 24-hour breakdown threshold and their own complaint deadlines; your broker will show you yours.

Ask for the contract early, and ask for the complaint clause to be pointed out. It takes two minutes and it removes the guesswork later.

Our stance

We are crewed yacht charter brokers. About 30 of us, across the Mediterranean, the Caribbean and the Bahamas.

We tell you what goes wrong, and how it is handled. We do not promise a trip without problems, because nobody can.

We stay on your side of the table. We do not blame the yacht, the crew or the owner. We ask for a fix, in writing, and we keep asking.

What your broker does

• Answers the same day and always tells you when you will hear next.
• Checks in with you personally on day 2 of the charter.
• Puts your issue to the yacht’s management in writing the same day.
• Helps you put a complaint in writing on time, so your rights under the contract stay protected.
• Pushes the owner for specific fixes: a technician, a crew change, replacement equipment, credits for things not delivered shown on your APA statement.
• Keeps separate problems separate. A payment question does not hold up a charter issue.
• After the charter, chases the APA account and any balance, and keeps you updated until it is closed.

Questions people ask

What happens if something goes wrong on a yacht charter?

You tell the captain, who notes the time, date and what happened. You message your broker the same day. Your broker puts it to the yacht’s management in writing. If it cannot be solved on board, the MYBA 2017 form asks you to notify within 24 hours and confirm in writing.

Can I get my money back if my charter goes wrong?

It depends on what went wrong, when you raised it and what your contract says. Some clauses give a pro rata refund in specific cases, such as a long breakdown. Others, such as bad weather, do not. Nobody can promise an outcome in advance.

Who do I complain to on a yacht charter?

The captain first, on board. Then your broker. The captain informs the broker and the stakeholder as soon as practicable, and your broker takes it to the yacht’s management and, where needed, the central agent and the owner.

Should I wait until the end of the charter to complain?

No. This is the most common reason a small problem becomes a large one. The owner can fix things while you are aboard. After you leave, the options are mostly credits and goodwill.

Is a written complaint really needed?

Yes. A phone call starts it. The MYBA 2017 form asks for confirmation in writing, specifying the precise nature of the complaint. Your broker helps you word it and send it on time.

What if I am on a Caribbean charter?

The form is usually different and the deadlines are different. Ask your broker to show you the complaint clause before you sail.

You will not need all of this. If you do, you now know the order.

Planning a charter? Start with our yachts, or see what to have ready before you talk to a broker. More guides like this one are in our Knowledge Base.