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, river and ocean cruise operations are temporarily suspended until 30 June 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. 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 deposit protection plan and early payment discount.
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 or 2022, 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 31 December 2022. 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). After this period, if the voucher is not redeemed and you do not travel, then you may request a cash refund.
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.
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. What if my booking is part of a Group or Charter?
A.

The policies detailed on this page are for independent travel bookings only. If you have a booking which is part of a group or charter, please contact your travel agent or Emerald Waterways directly for the applicable policy.

Q. What if I have a booking which departs from 1 to 30 April 2020?
A.

Scenic Group prior notifications for departures during April 2020 will remain the same.

If you hold a Europe and Asia river cruise reservation during this period, Emerald Waterways will provide a 125% Future Travel Credit for the full value of your Emerald Waterways trip to be used for a river or ocean cruise within the next 24 months based on the date of cancellation up to 31 March 2022.

If you hold an Dalmatia ocean cruise reservation during this period, Emerald Waterways will provide a 110% Future Travel Credit for the full value of your Emerald Waterways trip, to re-book on any ocean or river cruise, and travel within the next 24 months up to 31 March 2022.

If you hold a land tour reservation during this period, Emerald Waterways will provide a 100% Future Travel Credit for the full value of your Emerald Waterways trip, to re-book and travel within the next 24 months up to March 2022.