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

23 November 2021
Scenic Group, which includes Emerald Cruises & Scenic Luxury Cruises & Tours, Travel Policy and COVID Advisory Update


On behalf of all the Scenic Group team, we hope that your families, friends and you are all well. There has been significant progress made with global vaccinations, however, the timeframes for the full vaccination roll-out continues to vary significantly for each region in which we operate. 

Whilst we are making every effort to operate our cruise and land journey itineraries, the emergence of new COVID variants and outbreaks, the extension of lockdowns in hotspots, changes in quarantine requirements and attraction closures, and civil unrest in Myanmar are continuing to impact our industry.  

This means that it is currently not possible for us to operate the Egypt and Middle East land journeys which were scheduled to depart from 1 January to 31 May 2022. As previously advised, Scenic Eclipse voyages have been suspended to 31 December 2021, Europe and Mekong River Cruises have been suspended to 28 February 2022. International land journeys have also been suspended to 31 January 2022.

River Cruising 1 September 2021 to 28 February 2022 departures

For guests with a Europe or Asia River Cruise departing from 1 September 2021 to 28 February 2022 and Irrawaddy River Cruise to 31 March 2022, we will provide a Future Travel Voucher (FTV) for the full amount that has been paid to date. The flexible conditions for your FTV are as follows:  
Valid for travel commenced through to 31 December 2024
The FTV is based on the amount paid for your reservation to date
The FTV can be applied to any river or ocean cruise booking with Scenic Group (Scenic Luxury Cruises & Tours and Emerald Cruises), subject to availability and any FTV capacity limits applicable to your selected cruise
The credit can be applied to any existing booking or when re-booking your future travel
Is fully transferrable to another guest
Upon the expiry of the FTV Voucher on 31 December 2024, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid to Scenic International Cruises GmbH.
Where an FTV was used to pay for your current impacted booking, credit will be converted back to the original FTV voucher value and any additional funds paid will also convert to a FTV voucher.  The credit will remain available for use against bookings for future ocean and river cruises (commenced prior to 31 December 2024).   

International Land Journeys: 1 September to 31 January 2022 departures and Middle East departures to 31 May 2022

For guests with an International land journey^ departing from 1 September to 31 January 2022, or for all Middle East land journeys to 31 May 2022, we will provide a Future Travel Voucher for the full amount that has been paid to date. The flexible conditions for your FTV Voucher are as follows:
Valid for travel commenced through to 31 December 2024
The FTV is based on the amount paid for your reservation to date
The FTV voucher can be applied to any land journey, river or ocean cruise booking within the Scenic Group (Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours), subject to availability and any FTV capacity limits applicable to your selected land journey or cruise
The credit can be applied to any existing booking or when re-booking your future travel*
Is fully transferrable to another guest
Upon the expiry of the FTV on 31 December 2024, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid to Scenic International Cruises GmbH
Where an FTV voucher was used to pay for your current impacted booking, credit will be converted back to the original FTV voucher value and any additional funds paid will also convert to a FTV voucher. The credit will remain available for use against bookings for future ocean and river cruises (commenced prior to 31 December 2024)    

*The FTV voucher 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. 

Scenic Eclipse: 1 October to 31 December 2021 departures

For guests with a Scenic Eclipse 2021 Central America, South America and Antarctica Voyages departing between 1 October to 31 December 2021 we will provide a Future Travel Voucher for the full amount that has been paid to date: 
Valid for travel commenced through to 31 December 2024
The FTV is based on the amount paid for your reservation to date
The FTV can be applied to a river or ocean cruise booking within the Scenic Group (Scenic Luxury Cruises and Emerald Cruises)
The credit can be applied to any existing booking or when re-booking your future travel.
Is fully transferrable to another guest
Upon the expiry of the FTV Voucher on 31 December 2024, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid to Scenic International Cruises GmbH

*The FTV voucher 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. 

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 three 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 travelling 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 Future Travel Voucher, or if you have any questions regarding the above or the FTV process, please contact your Travel Agent or the Scenic Group Reservations team.

Our Flexible Booking and Cancellation Policy
All guests with an international land journey or Europe river cruise booking scheduled to depart from 1 January to 31 December 2022, or Asia river cruise departing to 28 February 2023, or Scenic Eclipse cruise departing to 31 December 2023, 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 Voucher 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 cruise or land journey, using the Future Travel Credit vouchers. We all look forward to welcoming you on your next journey with us soon. 
 
Frequently Asked Questions
Q. What should I do next?
A. If we cannot operate your departure as scheduled, then Scenic Group will send you an auto notification letter, for the booking with the applicable Future Travel Voucher details. We will automatically apply the Future Travel Voucher 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 28 February 2022
Q. Is there a flexible booking policy for Future Travel Voucher holders?
A.

The below flexible booking policy applies when using a Future Travel Voucher 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 FTV 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 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. What is a Future Travel Credit?
A.
The Future Travel Voucher (FTV) provides flexibility for you to re-book a land tour, river or ocean cruise for travel in 2021 to 2024 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, re-book and travel up to 31 December 2022  
• 1 July to 31 October 2020 departures, re-book and travel up to 30 June 2023 
• 1 November 2020 to 30 April 2021 departures, re-book and travel up to 31 December 2023 
• 1 to 31 May 2021 departures, re-book and travel up to 30 June 2024
• 2021 Scenic Eclipse Arctic season and the East Coast USA Adventure (701U) scheduled to depart on 27 September 2021, re-book and travel up to 30 June 2024
 
The FTV is 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 FTVC 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.
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.
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 rebooking you will accrue EmeraldEXPLORER Loyalty 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.
Q. What are your on board safety and health protocols?
A.
Scenic Group will ensure that we adhere to the highest standards of hygiene and cleaning protocols 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. You can find more details on our commitment to your health and safety here.