The Scenic Group - Emerald Cruises & Scenic Luxury Cruises & Tours - Travel Policy and Advisory Update: Covid-19

July 07, 2021

OPERATIONAL UPDATES – EMERALD WATERWAYS

 

On behalf of all the Scenic Group team, we hope that your families, friends and you are all well. 

While there has been encouraging progress made with vaccination programs in UK, United States and Canada over the past few months, including many other countries, the timeframes for the vaccination roll-out continues to vary significantly for each region.
 
Based on the continuing international travel restrictions, emergence of new COVID variants, quarantine requirements, attraction closures and extension of lock-downs impacting international travel, it is currently impossible for us to offer some of our schedule Europe and Asia river cruises and international land journeys in 2021.

European River Cruises that will be operating:

Secrets of the Douro (EPDC) sailings from 31 July 2021
Jewels of the Rhine (EWAB) sailings 26 August & 23 October 2021
 Danube Delights (EWNB / EWMB) sailings 30 August, 6 & 13 September, 18 & 25 October 2021
Danube Explorer (EWPA) sailing 20 September 2021
Enchantment of Eastern Europe (EWBB) sailings 23 & 30 September, 4 & 11 October 2021
Splendours of Europe (EWCR) sailing 09 September & 07 October 2021

With the exception of the above all other river cruises and land tours have been suspended as follows:

 

The flexible conditions for your Future Travel Credit (FTC) are as follows:

 

Departure Period - 2021 FTC Voucher Validity Value of FTC Can I use FTC with other brands? What Can I apply the FTC to? Can I transfer the FTC?
Europe River cruise reservation departing from 1 July 2021 to 31 July, 2021  100% Up to June 30, 2024 FTC is based on the amount paid for your reservation to date FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel The FTC is fully transferrable to another guest. 
Asia River Cruising reservation departing from 1 July 2021 to 31 December 2021 100% Up to June 30, 2024 FTC is based on the amount paid for your reservation to date FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel The FTC is fully transferrable to another guest. 
Russian River Cruising: Africa tours departing from 1 to 31 December 2021 100% Up to June 30, 2024 FTC is based on the amount paid for your reservation to date FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel The FTC is fully transferrable to another guest. 
International Land Tours departing from January 2021 to 31 July 2021
100% Up to June 30, 2024 FTC is based on the amount paid for your reservation to date FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel The FTC is fully transferrable to another guest. 
International Land Tours departing from 1 to 31 August 2021 100% Up to December 31, 2024 FTC is based on the amount paid for your reservation to date
FTC can be applied to any booking within the Scenic Group
The FTC can be applied to any existing booking or when re-booking your future travel
The FTC is fully transferrable to another guest. 
Ocean cruise reservation departing from 1 October to 31 December 2021 100% Up to December 31, 2024 FTC is based on the amount paid for your reservation to date
FTC can be applied to any booking within the Scenic Group
The FTC can be applied to any existing booking or when re-booking your future travel
The FTC is fully transferrable to another guest. 

 

*The FTC cannot be applied against stand-alone products or upgrades from third parties or Service Providers (as defined in our Terms and Conditions) in conjunction with the standard tour itinerary.


Alternatively, if you would prefer to receive a full refund of your reservation rather than the Future Travel Voucher, please feel free to contact us at your earliest convenience and we will be happy to arrange this.

Future Travel Credit Protection
In order for the Future Travel Credit can only remain valid for a relatively short period of time. We felt that this did not give our guests enough flexibility. Therefore, we have chosen to give your client’s the option of an unbonded Future Travel Credit valid up to June 2024. 
When you do re-book and apply your Future Travel Credit, your reservation will be fully ATOL protected.
 
Guests Holding Future Bookings
The safety of our guests and crew remains our first priority and we are closely monitoring this constantly evolving situation. New updates relating to the suspension of operations will be provided approximately tow months prior to your cruise or tour departure date. You can stay up to date with the policy information on this page, and if your booking is affected by a future suspension, you will be contacted as a priority.

Re-booking using a Future Travel Credit
With many people now planning and looking forward to traveling in 2022 and 2023, we have started to see increasing demand for popular cruise and tour destinations, departures and suites. 

To re-book your preferred departure with your FTC or if you have any questions regarding the above or the FTC process, please contact your Travel Advisor or the Scenic Group Reservations team.

Our Flexible Booking and Cancellation Policy
All guests with a booking scheduled to depart from 1 July 2021 to 31 December 2022 (or 31 December 2023 for Scenic Eclipse), have the option to defer their booking to an alternate date or cancel without the Scenic Group fee, up to 60 days prior to departure. For cancellations, the value of the booking will be applied as a Future Travel Credit which is valid for 24 months. 

Please note, the final payment is due as per your booking conditions, and if you choose to cancel or transfer there may be third party fees applicable, which will be at your own expense. This flexible booking and cancellation policy excludes Canada, Russia, South America, Australia and New Zealand land touring.
 
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 to plan and re-book your journey, using the Future Travel Credit. We all look forward to welcoming you on your next journey with us soon.

Q. What should I do next?
A. If we cannot operate your departure as scheduled, then Scenic Group (Emerald Cruises & Scenic Luxury Cruises & Tours) 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/Evergreen Travel Agent or our reservations team.
Q. What is the current situation and when do you expect to operate again?
A. We are closely monitoring the changing global situation and will continue to take guidance from Government advisory notifications and travel restrictions (including port and border closures). The inability to operate our schedules applies to all Scenic Group cruise and tour departures up to 30 July 2021.
Q. What is your policy if I cancel my booking for a cruise or tour which remains scheduled to depart?
A. If you choose not to take up the option of the Future Travel Credit for any cruise or tour that remains scheduled to depart, you may opt to cancel your booking under our standard terms and conditions. You can 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. Is there a flexible booking policy for Future Travel Credit holders?
A. The below flexible booking policy applies when using a Future Travel Credit (FTC) to re-book: 

•  Included flexible cover means you can re-book with confidence and protection. 
•  You can defer travel after re-booking up to 60 days prior to travel*, with no Scenic Group fees (3rd party fees may apply).  
•  Should you need to cancel your re-booking, you can do so up to 60 days prior to travel*, with no Scenic Group fee (3rd party fees may apply). Your FTC will then be held for a further 24 months to use on a future departure. 
•  Final payment is due as per your booking conditions. However, changes can be made up to 60 days prior to travel*, with no Scenic Group fee (3rd party fees may apply).  

This policy applies to guests who have been affected by a booking that has been unable to operate or who have cancelled their booking voluntarily under our COVID policy. 

*Excluding Russia and South America
Q. What is a Third Party Fee?
A. Third party fees are incurred by Scenic Group when we contract with other travel partners to help package your 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 to 2024 as outlined in communication provided for the date of departure of your suspended reservation.
 
The FTC Credit are also fully transferrable to another guest, booking or other Scenic Group brand.
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, Super Earlybird Offers and Early Payment Discount.
Q. What if I choose not to take a Future Travel Credit?
A. You can request a full refund.
Q. Do I Still Get Scenic Group Status Points for the booking that is unable to proceed?
A. No, as guests will receive a Future Travel Credit this is not applicable. However, upon re-booking you will accrue Scenic Group Status points on the selected departure once your journey has been completed.
Q. Can I extend my final payment? (All departures and all destinations)
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.

*Excludes Russia, South America, Canada, Australia and New Zealand

Read our statement from the Scenic Group Chairman and Founder, Glen Moroney, here.

We appreciate that the situation is constantly evolving and it can be quite overwhelming to make future plans. 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.