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 (AUSTRALIA & NEW ZEALAND)
We hope that you and your families are all well and adapting your plans as the Australian and New Zealand Government health and safety restrictions continue to evolve.
However, due to the continued Government travel restrictions and international border closures, it continues to be impossible for us to operate our schedules for guests with bookings departing from Australia and New Zealand. This has required the temporary suspension of all Scenic Group (including Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours) departures up to 31 October 2020.
In addition, further suspensions apply to Scenic Eclipse Ocean Cruises and Scenic Group Egypt, Jordan and Israel Land Tours until 31 December 2020.
This situation is totally out of our control and the COVID-19 pandemic is a force majeure event, as defined within the Scenic Group terms and conditions. However, to support your future travel plans, Scenic Group will be providing a Future Travel Credit (FTC) for affected departures. Please note that the FTC Voucher value and following terms may vary depending on the specific suspension.
Our flexible policy for guests with bookings departing during this period:
To ensure your future travel plans will be protected, if you hold a:
- Scenic Eclipse Ocean cruise reservation departing from 1 November 2020 to 31 December 2020, Scenic Group will provide a 100% Future Travel Credit (FTC) Voucher for the amount paid to date
- Scenic Group Egypt, Jordan Israel Land tour reservations departing from 1 September 2020 to 31 December 2020 will be provided a 100% FTC Voucher for the amount paid to date.
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, Emerald Cruises (including Emerald Waterways and Emerald Yacht Cruises) and Evergreen Cruises & Tours)
- The FTC Voucher can be applied to any existing booking or when re-booking your future travel, and;
- Is fully transferrable to another guest
If you choose not to take up the option of the Future Travel Credit (FTC) for any tour that remains scheduled to depart, 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.
Our flexible booking and cancellation policy for guests with river cruise and international land tour bookings departing from 1 November to 31 December 2020:
All guests with a booking to depart from 1 November 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 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 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.