Agent Coronavirus FAQ’s
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.

Based on the current outlook and forecasted return to travel, the below river cruises are scheduled to operate from 30/31 July to 31 October 2021:

  • Secrets of the Douro (EPDC) sailings from 31 July 2021
  • Jewels of the Rhine (EWAB) sailings 26 August & 23 October 2021
  • Danube Delights (EWNB) 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

All our land tour, Southeast Asia river cruise and ocean cruise operations are suspended until 31st December 2021.

Q. What should I do next?

The Future Travel Voucher provides flexibility for your clients to re-book a land tour, river or ocean cruise for travel in 2022 - 2023 as outlined in the policy applied for the date of departure for the reservation you are holding.

To provide additional flexibility your clients Future Travel Voucher will be valid until:

  • March 2020 – June 2020 Suspended Departures – 31st December 2022
  • July 2020 – August 2020 Suspended Departure – 30th June 2023
  • September 2020– March 2021 Suspended Departure – 31st December 2023 • April 2021 - June 2021 Suspended Departure – 30th June 2024
  • July 2021 – December 2021 Suspended Departure – 31st December 2024
The Future Travel Voucher is also fully transferrable to another guest, booking or another brand within the Scenic Group (including Scenic Luxury Cruises & Tours, Scenic Eclipse and Emerald Cruises) After this period, if the voucher is not redeemed, then you may request a cash refund.
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 FTV and they may not be combinable with limited promotions such as early payment discount.
Q. Do Guests Still Get 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 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

For suspended cruises due to depart between September 2020 and December 2021 commission will no longer 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?

We will send you an updated booking advice to confirm client’s 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 if my customer opts for an FTV and doesn’t use it to rebook by the voucher expiry date?

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 agent hub and website. If you have any further questions, please contact our Reservations Centre. We appreciate your patience as there may be delays due to the higher volume of calls than usual.

If you have any further questions or we can be of any support, please email or call 0161 233 1988.