13 May 2020

Scenic Group 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.

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:

  • River or ocean cruise reservation during this period Evergreen & Emerald Waterways 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, Evergreen & Emerald Waterways will provide a 100% FTC Voucher for the amount paid, to re-book and travel by 30 June 2023

The flexible conditions for your FTC Voucher are as follows:

  • Valid for travel commenced through to 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 Waterways and Evergreen Cruises & Tours)
  • The FTC Voucher 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 FTC Voucher 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 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.


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?
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. All our land tour and river cruise operations are temporarily suspended until 31 August 2020 and ocean cruise operations temporarily suspended until 30 September 2020.
Q. What is a Third Party Fee?
A.

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.

Q. What is a Future Travel Credit?
A.

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;

  • 1 May to 30 June 2020 suspended departures, rebook and travel up to 31 December 2022
  • 1 July to 31 August 2020 suspended departures, rebook and travel up to 30 June 2023
  • 1 to 30 September 2020 Scenic Eclipse suspended departures, rebook and travel up to 30 June 2023

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).

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 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

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 clients booking.

Q. What if I have an Egypt Cruise and Tour?
A.

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.

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 FTC and they may not be combinable with limited promotions such as deposit protection plan and early payment discount.

Q. Will the Scenic Group booked airfares be included in the Future Travel Credit?
A. All components of the Scenic Group reservation will be moved to Future Travel Credit, this includes any Scenic Group booked airfares. This means you are not restricted to book with the same airline or book your new airfares within a certain time frame.
Q. Can I apply Deposit Protection Plan to the new reservation?
A. Deposit Protection Plan is strictly for new bookings only, these Reservations are suspended and funds on file are being transferred to an alternate departure prior to travel prior to December 2022/June 2023. Although Deposit Protection Plan is not applicable, if you transfer funds to a new departure, and at a later date are no longer able to travel on selected departure, we will provide a one-time option of transferring to an alternate departure without being charged any Scenic Group change fees, third party fees may still apply (travel still needs to occur prior to Future Travel Credit deadline).
Q. Do I Still Get Scenic Status Points for the suspended booking
A.
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. 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.
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.