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

PLEASE NOTE: If your booking has been affected, our reservations team with be in contact shortly

Scenic Group UK - Emerald Cruises and Scenic Luxury Cruises & Tours

10th September 2021

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

Whilst 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 30 July 2021
• Jewels of the Rhine (EWAC) sailings 26 August & 23 October 2021
• Delights of the Danube (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 23 October 2021

With the exception of the above all other European and Russian river cruises have been suspended between today and 31st December 2021. All Mekong river cruises have been suspended between today and 28th February 2022. 

European River Cruising*
For guests on European river cruises not mentioned above departing between today and 31st December 2021, 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 30 June 2024.
• The FTV voucher is based on the amount paid for your reservation to date.
• The FTV can only be applied to any 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 cruise.
• Is fully transferrable to another guest.
• Upon the expiry of the FTV on 30 June 2024, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid

Asia River Cruising*
For guests with an Asia River Cruise departing between today and 28th February 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 30 June 2024.
• The FTV is based on the amount paid for your reservation to date.
• The FTV can be applied to any land tour, 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 tour or cruise.
• The voucher 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 30 June 2024, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid.

Russian River Cruising*
For guests with a Russian River Cruise departing between today and 31st Dec 2021, 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 30 June 2024
• The FTV is based on the amount paid for your reservation to date.
• The FTV can only be applied to any 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 cruise.
• Is fully transferrable to another guest.
• Upon the expiry of the FTV on 30 June 2024, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid

*The FTV 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 Voucher Protection
In order for the Future Travel Voucher to be bonded by ATOL it 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 Voucher valid up to June 2024. 

When you do re-book and apply your Future Travel Voucher, 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 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 Voucher

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 FTV or if you have any questions regarding the above or the FTV 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 today to 31 December 2022), 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 journey, using the Future Travel vouchers. We all look forward to welcoming you on your next journey with us soon.

*In order for the FTC to be bonded by ATOL it can only remain valid until January 2021. We felt this did not give you our guests enough flexibility. Therefore, we have chosen to give you the option of an unbonded FTC valid up to June 2023. If at this point you have not used it you can have a 100% refund for the money you have paid us. Scenic Group is a large privately owned global travel company, is very well-funded and financed strong.
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 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 31 May 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 Voucher 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 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 Voucher?
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 communication provided for the date of departure of your suspended reservation.
 
The FTV is are also fully transferrable to another guest, booking or other Scenic Group brand.
Q. Is my Future Travel Voucher 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 Voucher?
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.
* Excludes Russia, South America, Canada, Australia and New Zealand
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.