The Scenic Group - Emerald Cruises & Scenic Luxury Cruises & Tours - Travel Policy and Advisory Update: Covid-19

Our Reservation Centre is currently experiencing unprecedented high call volumes resulting in unusually long wait times. We appreciate you require updated information to finalise your future travel plans and we are working as quickly as possible to be able to provide the relevant details.

22 October 2020

OPERATIONAL UPDATES


We hope that you and your families are all well and starting to adapt your plans as the Government health and safety restrictions continue to evolve. However, the continued Government travel restrictions and international border closures have required the temporary suspension of all Scenic Group (including Scenic Luxury Cruises & Tours and Emerald Cruises) departures up to 28 February 2021.
 
In addition, further suspensions apply to Egypt, Jordan and Israel land tours until 31 March 2021.
 
This situation is totally out of our control due to the COVID-19 pandemic. However, to support your future travel plans, Scenic Group will be providing a Future Travel Credit for affected departures.

Our flexible policy for guests with bookings departing during this period is:

To ensure your future travel plans will be protected, if you hold a:
 
· River cruise reservation departing from 1 September 2020 to 31 December 2020, Scenic Group will provide a 110% Future Travel Credit (FTC) Voucher for the amount paid

· River cruise reservation departing from 1 January 2021 to 28 February 2021, Scenic Group will provide a 100% Future Travel Credit (FTC) Voucher for the amount paid

· Land tour (Egypt, Israel & Jordan Cruise Tours) reservation departing from 1 September 2020 to 31 March 2020, Scenic Group will provide a 100% FTC Voucher for the amount paid
 
· Land tour (including Canada Cruise Tours) reservation departing from 1 September 2020 to 31 March 2020, Scenic Group will provide a 100% FTC Voucher for the amount paid.
 
The flexible conditions for your FTC Voucher are as follows:

· Valid for travel to re-book and commence through to 31 December 2023
 
· The value of your FTC voucher is based on the amount paid for your reservation to date
 
· The FTC Voucher can be applied to any booking within the Scenic Group (Scenic Luxury Cruises & Tours and Emerald Cruises - including Emerald Waterways and Emerald Yacht Cruises)
 
· The FTC Voucher can be applied to any existing booking or when re-booking your future travel
 
· The FTC is fully transferrable to another guest.
 
The FTV can only be used to make a new future booking and cannot be redeemed for cash.
 
Alternatively, if you would prefer to receive a full refund of your reservation rather than the Future Travel Voucher, please feel free to contact us at your earliest convenience and we will be happy to arrange this for you.

Your Future Travel Voucher Protection

In order for the Future Travel Voucher to be bonded by ATOL it can only remain valid until January 2021. We felt that this did not give you our guests enough flexibility. Therefore, we have chosen to give you the option of an unbonded Future Travel Voucher valid up to December 2023.
 
When you do re-book and apply your Future Travel Voucher, your reservation will be fully ATOL protected.

Our flexible booking and cancellation policy for guests with river cruise and land tour bookings departing from 1 April 2021:

All guests with a booking to depart from 1 April 2021 and guests considering a booking after that date, have the option to transfer their booking to an alternate date without a Scenic Group fee up to 31 December 2021 (or 31 December 2022 for Scenic Eclipse), up to 60 days prior to departure. Scenic will waive all cancellation fees with the value of the booking applied as a Future Travel Credit and we will review the timing for the full payment when re-booking. Please note, if you choose to cancel or transfer there may be third party fees applicable, which will be at the guests own expense.

This allows guests more time to make decisions about their future travel plans. This policy will apply to all brands within the Scenic Group for Scenic Luxury Cruises & Tours, Scenic Eclipse, Emerald Cruises (including Emerald Waterways and Emerald Yacht Cruises) and Evergreen Cruises & Tours.

Most governments have implemented strict travel restrictions and border controls that limit the arrival of people who have travelled, visited or transited through other countries, beyond those currently within the Scenic Group policy as outlined above. We will continue to monitor the changing global situation and remain committed to doing our best to assist with your concerns and adjusting travel plans.

On behalf of the Scenic Group team, we are here to support you during this challenging period and look forward to exploring our precious world with you again very soon.
*In order for the FTC to be bonded by ATOL it can only remain valid until January 2021. We felt this did not give you our guests enough flexibility. Therefore, we have chosen to give you the option of an unbonded FTC valid up to June 2023. If at this point you have not used it you can have a 100% refund for the money you have paid us. Scenic Group is a large privately owned global travel company, is very well-funded and financed strong.
Frequently Asked Questions
Q. What should I do next?
A. If your departure is suspended, or no longer operating as scheduled, then Scenic Group will send you an auto notification letter for the booking with the applicable Future Travel Credit details. We will automatically apply the Future Travel Credit on your record so there is no need to take any immediate action. Our reservations team will be working through these bookings in departure date order and would appreciate your patience in waiting for us to contact you. This will ensure we process the changes as quickly as possible. However, if you would like to secure your reservation now for a future travel date please contact your Scenic or Emerald Cruises Travel Advisor or our reservations team.
Q. What is the current situation and when do you expect to operate again?
A.

We are closely monitoring the changing global situation and we continue to take guidance from government restrictions and advisories, including port and border closures. The temporary suspension of all Scenic Group operations (including Scenic Luxury Cruises & Tours and Emerald Cruises) applies to departures up to 28 February 2021. In addition, further suspensions apply to Scenic Group Egypt, Jordan and Israel Land Tours until 31 March 2010.

Q. What if I held a reservation for departing prior to 1 November 2020?
A.

The following policy applies to ensure your future travel plans will be protected, if you held a:

· River or ocean cruise reservation during this period, Scenic Group will provide a 110% Future Travel Credit (FTC) Voucher for the amount paid, to re-book and travel by 30 June 2023

· Land tour (including Egypt & Canada cruise tours) reservation during this period, Scenic Group will provide a 100% FTC Voucher for the amount paid.

The flexible conditions for your FTC Voucher are as follows:

· Valid to re-book and for travel to commence by 30 June 2023

· The value of your FTC voucher is based on the amount paid for your reservation to date

· The FTC Voucher can be applied to any booking within the Scenic Group (Scenic Luxury Cruises & Tours, Emerald Cruises - including Emerald Waterways and Emerald Yacht Cruises)

· The FTC Voucher can be applied to any existing booking or when re-booking your future travel, and;

· The FTC is fully transferrable to another guest.

Q. What is a Third Party Fee?
A. Third parties fees are incurred by Scenic Group when we contract other travel partners to help package your itinerary. This may include airlines, hotels, Russian River Cruises and Dalmatian cruises, coach and limousine transfers, exclusive access to venues and charters. In these circumstances, Scenic is subject to the third party terms and conditions and needs to make a claim for the costs incurred to deliver the services within your booking. For example, an airline may apply an amendment or cancellation fee on your air ticket.
Q. What is a Future Travel Credit?
A. The Future Travel Credit provides flexibility for you to re-book a land tour, river or ocean cruise for travel in 2021 - 2023 as outlined in the policy applied for the date of departure for the reservation you are holding.

To provide additional flexibility you can choose to travel up to the following dates;

· 1st May to 30th June 2020 suspended departures, rebook and travel up to 31st December 2022

· 1st July to 31st August 2020 suspended departures, rebook and travel up to 30th June 2023

· 1st to 30th September 2020 Scenic Eclipse suspended departures, rebook and travel up to 30th June 2023

The Future Travel Credit is also fully transferrable to another guest, booking or another brand within the Scenic Group (including Scenic Luxury Cruises & Tours, Scenic Eclipse and Emerald Cruises).
Q. What if I choose not to take a Future Travel Credit?
A. If you choose not to take up the option of the Future Travel Credit you can either re-book for a future travel date without penalty or request a full refund.
Q. Why is the Land Tours Future Travel Credit Value only 100%?
A. Land tours which are operated by Scenic Group have itinerary inclusions that are provided by partners such as airlines, hotels, restaurants and coaches. Therefore, Scenic is required to recover these third party costs and we are unable to pass on any additional Future Travel Credit above the 100% value for your booking.
Q. What if I have an Egypt Cruise and Tour?
A. Similar to the Scenic Group land tours, the Egypt cruise component is provided by a third party partner. Thus, the Future Travel Credit is only applicable at 100%, as we need to recover these costs.
Q. Is my Future Travel Credit combinable with all other offers available at the time of booking?
A. Some conditions may apply to the use of your Future Travel Credit and they may not be combinable with limited promotions such as early payment discount.
Q. Do I Still Get EmeraldEXPLORER Loyalty Points for the suspended booking?
A. No, as guests will receive a Future Travel Credit this is not applicable. However, upon rebooking you will accrue EmeraldEXPLORER Loyalty points on the selected departure once your journey has been completed.
Q. Can I extend my final payment? (All departures and all destinations that have not been suspended)
A. Yes, we understand your concerns around payment final payment in the current environment. Please contact our reservations team to request a final payment extension review.
Q. What are your on board safety and health protocols?
A. The Scenic Group will ensure that we adhere to the highest of hygiene and cleaning protocol on all ships and all tours when operating. Thorough cleaning will be conducted regularly, and hand sanitisers are located throughout the ship to ensure the highest level of personal hygiene whilst on board. You can find more details on our commitment to your health and safety here.

Read our statement from the Scenic Group Chairman and Founder, Glen Moroney, here.

We appreciate that the situation is constantly evolving and it can be quite overwhelming. We will continue to update you as much as possible through our websites. If you have any further questions please contact our Reservations Centre and we appreciate your patience as there may be delays due to the unusual higher volume of calls.