The Scenic Group of Brands, including Emerald Waterways - 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.

13 May 2020


We hope that you are all well and adapting to the ongoing health and safety restrictions, required to contain the spread of the COVID-19 virus.

The continued Government travel restrictions and border closures in many countries has made it impossible for us to operate our scheduled departures and we have been forced to further suspend all cruises and tours up to 31st August 2020.

Our flexible policy for guests with a cruise or land tour booking departing from 1st July to 31st August 2020:

To ensure your future travel plans will be protected, if you hold a:

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

· Land tour (including Egypt cruise tours) reservation during this period, the Scenic Group will provide a 100% Future Travel Credit for the amount paid, to re-book and travel by 30th June 2023.

The flexible conditions for your FTC Voucher are as follows:

· Valid for travel commenced through to 30th June 2023.

· The value of your Future Travel Credit is based on the amount paid for your reservation to date

· The Future Travel Credit can be applied to any booking within the Scenic Group (Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours)

· The Future Travel 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 Future Travel Credit on 30 June 2023, guests who are unable to travel may request a cash refund equal to the amount paid

 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.

Our flexible booking and cancellation policy for guests with bookings departing from 1st September to 31st December 2020:

All guests with a booking to depart from 1st September 2020 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 31st December 2021 (or 31st December 2022 for Scenic Eclipse), up to 30 days prior to departure. The Scenic Group 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: Scenic Luxury Cruises & Tours, Scenic Eclipse and Emerald Cruises.

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 time and we 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.
Q. What is the current situation and when do you expect to operate again?

We are closely monitoring the changing global situation and we continue to take guidance from government restrictions and advisories, including port and border closures. All our land tour and cruise operations are temporarily suspended until 31st August 2020 and Scenic Eclipse operations temporarily suspended until 30th September 2020.

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.

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.