Coronavirus 2019-nCoV
Q. What is the current situation and when do you expect to operate again?

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 31 May 2021.

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 November 2020?
A. River or ocean cruise reservation during this period, Scenic Group will provide a 110% Future Travel Credit (FTC) 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  for the amount paid.

The flexible conditions for your FTC are as follows:

· Valid to re-book and for travel to commence by 30 June 2023

· The value of your FTC is based on the amount paid for your reservation to date

· The 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, and;

· The FTC is fully transferrable to another guest.
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 coach and limousine transfers, Egypt Cruise Tours, 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. 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. Is there a flexible booking policy for Future Travel Credit voucher 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, South America, Australia and New Zealand Land Touring 
Q. What is flexible booking and cancellation policy for the bookings departing after April 1, 2021 on River Cruise or Ocean Cruise and/or international Land Tour?

All guests with a booking scheduled to depart from 1 April 2021 to 31 December 2022 (or 31 December 2023 for Scenic Eclipse), have the option to transfer their booking to an alternate date without the Scenic Group fee, up to 60 days prior to departure. The value of the booking will be applied as a Future Travel Credit (FTC).

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 to 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 departures, rebook and travel up to 31 December 2022  
  • 1 July to 31 October 2020 departures, rebook and travel up to 30 June 2023 
  • 1 November 2020 to 31 March 2021 departures, rebook and travel up to 31 December 2023 
  • 1 to 30 April 2021 cruise and tour departures, re-book and travel up to 30 June 2024
  • 1 to 31 May 2021 departures, re-book and travel up to 30 June 2024
The FTC are also fully transferrable to another guest, booking or other Scenic Group brand.  
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, Super Earlybird Offers and Early Payment Discount.
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 (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. What are your on board safety and health protocols?

The 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 sanitizers are located throughout the ship to ensure the highest level of personal hygiene whilst on board. You can find more details on our commitment to your health and safety here

Q. Do I Still Get EmeraldEXPLORER Points for the suspended booking

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.