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.
OPERATIONAL UPDATES – EVERGREEN CRUISES & TOURS AND EMERALD WATERWAYS
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 departures up to 31 August 2020 for River cruise, Ocean Cruise and Land tours.
Our flexible policy for guests with River Cruise, Ocean Cruise and Land Tour bookings departing from 1 July to 31 August 2020:
To ensure your future travel plans will be protected, if you hold a:
The flexible conditions for your FTC Voucher are as follows:
If you choose not to take up the option of the FTC Voucher, you can opt to cancel your booking under our standard terms and conditions.
Our flexible booking and cancellation policy for guests with bookings departing from 1 September to 31 December 2020:
All guests with a booking to depart from 1 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 31 December 2021 (or 31 December 2022 for Scenic Eclipse), up to 30 days prior to departure. 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, Emerald Waterways 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 time and we look forward to exploring our precious world with you again very soon.
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.
Third party fees are incurred by Scenic Group when we contract other travel partners to help package your clients 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.
The Future Travel Credit (FTC) 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;
These Future Travel Credit vouchers are also fully transferrable to another guest, booking or another brand within the Scenic Group (including Scenic Luxury Cruises & Tours, Scenic Eclipse, Emerald Waterways and Evergreen Cruises & Tours).
If you choose not to take up the option of the Future Travel Credit, you can opt to cancel your booking under our standard terms and conditions then consult with your travel insurance company to enquire if you are eligible to lodge a claim. If required, we can provide a letter to assist you in making your claim.
View Evergreen terms and conditions and Emerald Waterways terms and conditions
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 clients booking.
Similar to the Scenic Group land tours, the Egypt/Canada 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.
Some conditions may apply to the use of your FTC and they may not be combinable with limited promotions such as deposit protection plan and early payment discount.
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.