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

PLEASE NOTE: If your booking has been affected, our reservations team with be in contact shortly

17 February 2021

OPERATIONAL UPDATES

On behalf of the Scenic Group team, we hope that you and your families are all well. 

Whilst there has been encouraging progress made with several countries starting to implement a COVID-19 vaccination program, the timeframes for the roll-out varies significantly for each region that Scenic Group (including Scenic Luxury Cruises & Tours and Emerald Cruises) operates in. The safety of our guests and crew remains our first priority and we are closely monitoring this constantly evolving situation.  

However, the continuing Government travel restrictions, quarantine requirements, venue, attraction closures and extension of lock-downs in many countries, continues to make it impossible for us to fully operate our scheduled itineraries for your clients with river cruise and ocean cruise departure dates from 1 to 30 May 2021. 

For Ocean and River Cruise bookings, the flexible conditions for your FTV are as follows:

• Valid for travel commenced through to 30 June 2024
• The 100% FTV is based on the amount paid for your reservation to date
• The FTV can be applied to any river or ocean cruise booking within the Scenic Group
• The credit can be applied to any existing booking or when re-booking your future travel
• Is fully transferrable to another guest
• Upon the expiry of the FTV on 30 June 2024, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid
 

For International Land Tour bookings, the flexible conditions for your FTV are as follows:

• Valid for travel commenced through to 30 June 2024
• The 100% FTV is based on the amount paid for your reservation to date
• The FTV can be applied to any land tour, river or ocean cruise booking within the Scenic Group
• The credit can be applied to any existing booking or when re-booking your future travel
• The FTV is also fully transferrable to another guest
• Upon the expiry of the FTV on 31 December 2023, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid.

 

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.
 
Your Clients Future Travel Voucher Protection
In order for the Future Travel Voucher to be bonded by ATOL it can only remain valid for a relatively short period of time. We felt that this did not give our guests enough flexibility. Therefore, we have chosen to give your client’s the option of an unbonded Future Travel Voucher valid up to June 2024. 
When you do re-book and apply your Future Travel Voucher, your reservation will be fully ATOL protected.

 

With many people now planning and looking forward to travelling in 2022 and 2023, we are starting seeing significantly increasing demand for popular cruise and tour destinations, departures and suites. To re-book your preferred departure with your Future Travel Credit, or if have any questions regarding the above or the Future Travel Credit process, please contact your Travel Agent or the Scenic reservations team.

Our flexible booking and cancellation policy for guests with a River Cruise, Ocean Cruise and/or international Land Tour booking, departing from 1 June 2021, is as follows: 

All guests with a booking scheduled to depart from 1  June 2021 to 31 December 2022 (or 31 December 2023 for Scenic Eclipse), have the option to transfer their booking to an alternate date without the Scenic Group fee, up to 60 days prior to departure. The value of the booking will be applied as a Future Travel Credit (FTC). 

Please note, the final payment is due as per your booking conditions, and if you choose to cancel or transfer there may be third party fees applicable, which will be at your own expense. This flexible booking and cancellation policy excludes Russia, South America, Australia and New Zealand Land Touring.

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 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 we cannot operate your departure as scheduled, then Scenic Group will send you an auto notification letter, for the booking with the applicable Future Travel Voucher details. We will automatically apply the Future Travel Voucher 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 Travel Agent 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 will continue to take guidance from Government advisory notifications and travel restrictions (including port and border closures). The inability to operate our schedules applies to all Scenic Group cruise and tour departures up to 31 May 2021.

Q. Is there a flexible booking policy for Future Travel Voucher holders?
A.
The below flexible booking policy applies when using a Future Travel Voucher to re-book: 

•  Included flexible cover means you can re-book with confidence and protection. 
•  You can defer travel after re-booking up to 60 days prior to travel*, with no Scenic Group fees (3rd party fees may apply).  
•  Should you need to cancel your re-booking, you can do so up to 60 days prior to travel*, with no Scenic Group fee (3rd party fees may apply). Your FTV will then be held for a further 24 months to use on a future departure. 
•  Final payment is due as per your booking conditions. However, changes can be made up to 60 days prior to travel*, with no Scenic Group fee (3rd party fees may apply).  

This policy applies to guests who have been affected by a booking that has been unable to operate or who have cancelled their booking voluntarily under our COVID policy. 

*Excluding Russia, South America, Australia and New Zealand Land Touring 
Q. What is a Third Party Fee?
A. Third party fees are incurred by Scenic Group when we contract with other travel partners to help package your itinerary. This may include airlines, hotels, Russian River cruises, Dalmatia Ocean 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 Voucher?
A.
The Future Travel Voucher (FTV) provides flexibility for you to re-book a land tour, river or ocean cruise for travel in 2021 to 2024 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; 
 
• 1 May to 30 June 2020 departures, re-book and travel up to 31 December 2022
• 1 July to 31 October 2020 departures, re-book and travel up to 30 June 2023 
• 1 November 2020 to 30 April 2021 departures, re-book and travel up to 31 December 2023
• 1 to 31 May 2021 departures, re-book and travel up to 30 June 2024
 
The FTV is are also fully transferrable to another guest, booking or other Scenic Group brand.
Q. Is my Future Travel Voucher combinable with all other offers available at the time of booking?
A. Some conditions may apply to the use of your FTVC and they may not be combinable with limited promotions, such as Deposit Protection Plan, Super Earlybird Offers and Early Payment Discount.
Q. What if I choose not to take a Future Travel Credit?
A. 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.
Q. Do I Still Get Scenic Group Status Points for the booking that is unable to proceed?
A. No, as guests will receive a Future Travel Voucher this is not applicable. However, upon re-booking you will accrue Scenic Group Status points on the selected departure once your journey has been completed.
Q. Can I extend my final payment? (All departures and all destinations)
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. Scenic Group will ensure that we adhere to the highest standards of hygiene and cleaning protocols 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.