2020 Suspended Departures - Agent Frequently Asked Questions

Frequently Asked Questions
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. The temporary suspension of all Scenic Group operations (including Scenic Luxury Cruises & Tours and Emerald Cruises) applies to departures up to 31 October 2020. In addition, further suspensions apply to Scenic Group Egypt, Jordan and Israel Land Tours until 31 December 2020.

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. However, if you would like to secure your reservation now for a future travel date please contact your Scenic or Emerald Cruises Travel Advisor or our reservations team.
Q. What if I held a reservation for departing prior to 1 September 2020?
A. The following policy applies to ensure your future travel plans will be protected, if you held a:

· River or ocean cruise reservation during this period, Scenic Group 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, Scenic Group will provide a 100% FTC Voucher for the amount paid.

The flexible conditions for your FTC Voucher are as follows:

· Valid to re-book and for travel to commence by 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 Cruises - including Emerald Waterways and Emerald Yacht Cruises)

· The FTC Voucher can be applied to any existing booking or when re-booking your future travel, and;

· The FTC is fully transferrable to another guest.
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 client’s 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?

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 and Emerald Waterways). 

Q. Is my Future Travel Credit (FTC) 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. 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 clients booking.
Q. What if I have an Egypt or Canada 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. 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 (advisor) or Scenic directly for the applicable policy.
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. 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?

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 change fees, third party fees may still apply (travel still needs to occur prior to Future Travel Credit deadline). 

Q. What are your on board safety and health protocols?

Scenic 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.

Q. Do I Still Get EmeraldEXPLORER 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 points on the selected departure once your journey has been completed.

We appreciate that the situation is constantly evolving, and it can be quite overwhelming. We will continue to update you and your valued clients as much as possible through our Scenic Portal and website. If you have any further questions, please contact our Reservations Center. We appreciate your patience as there may be delays due to the higher volume of calls than usual.