21 January 2021

Scenic Group Travel Policy and Advisory Update: COVID-19

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

Whilst there has been encouraging progress made with several countries starting to implement a COVID-19 vaccination program, the timeframes for the roll-out varies significantly for each region that Scenic Group (Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours) operates in. The safety of our guests and crew remains our first priority and we are closely monitoring this constantly evolving situation. 

Our flexible booking and cancellation policy for guests with a River Cruise, Ocean Cruise and/or international Land Tour booking, departing from 1 June 2021, is as follows:  

All guests with a booking scheduled to depart from 1 June 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 30 days prior to departure. The value of the booking will be applied as a Future Travel Credit (FTC). 

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 Russia.

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 vouchers. We all look forward to welcoming your clients soon.

Frequently Asked Questions
Q. What should my clients do next?
A. Your client’s Future Travel Voucher has automatically been applied to their client record and so when they are ready to rebook, please contact our Reservations Team at your earliest convenience to discuss their preferred travel arrangements.
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 31st May 2021.
Q. What is a Future Travel Voucher?
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 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

The FTC Vouchers are also fully transferrable to another guest, booking or other Scenic Group brand.
Q. What if clients choose not to take a Future Travel Voucher?
A. If your clients choose not to take up the option of the Future Travel Voucher, they can re-book for a future travel date or request a refund (NB see commissions below)
Q. Is the Future Travel Voucher combinable with all other offers available at the time of booking?
A. Some conditions may apply to the use of your FTC Voucher and they may not be combinable with limited promotions, such as Deposit Protection Plan, Super Earlybird Offers and Early Payment Discount.
Q. Do Guests Still Get Scenic Loyalty Points for the suspended booking?
A. No, as guests will receive a Future Travel Voucher this is not applicable. However, upon rebooking you will accrue Scenic Status points on the selected departure once your journey has been completed.
Q. Will I earn commission on the suspended booking and the new booking?
A.

For suspensions commission will not be paid twice. Meaning, if you have already received commission on suspended booking (if it has been paid in full / more than 80% paid), upon re-book, additional commission will not be applicable to the rebooking.

If commission hasn’t been received on suspended booking (as it was less than 80% paid), commission will be earned on the new booking only as per standard commission rules.
NB. If your customers do not accept the Future Travel Voucher or rebook, and instead opt for a full refund, commission will NOT be payable.

Q. How can I view clients Future Travel Voucher amount or get an updated booking advice without calling reservations?
A. Scenic will send you an updated booking advice to confirm clients total future travel voucher value within 7 business days of receiving your booking suspension notification. If you do not receive your booking advice within this timeframe, you can access via ExpressBook.

If you require an updated booking advice showing the Future Travel Voucher for any prior suspensions, please contact our Reservations team.
Q. Can clients extend final payment? (All departures and all destinations that have not been suspended)
A. Yes, we understand your clients 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 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 and safety whilst on board.
Q. What if my customer opts for an FTV and doesn’t use it to rebook by the 31st December 2023?
A. We feel this time period gives the customers ample time to rearrange their cruise and rebook. FTV’s are no longer refundable so they need to rebook by the expiry date.