Our Reservation Centre is currently experiencing unprecedented high call volumes resulting in unusually long wait times. We appreciate you require updated information to finalise your future travel plans and we are working as quickly as possible to be able to provide the relevant details.
OPERATIONAL UPDATES
We hope that you and your families are all well and starting to adapt your plans as the Australian and New Zealand Governments slowly start to ease the recent health and safety restrictions.
However, due to the continued Government travel restrictions and international border closures, it continues to be impossible for us to operate our schedules for guests with bookings departing from Australia and New Zealand. This has required the temporary suspension of Scenic Group (including Scenic Luxury Cruises & Tours, Emerald Waterways and Evergreen Cruises & Tours) departures for all river and ocean cruises, and for land tours (excluding domestic Australia tours) departing up to 31 October 2020.
The suspension to 31 October 2020 applies only to international departures for guests from Australia and New Zealand. However, as a global business, we are also continuing to review, departures for guests with bookings that reside outside of Australia and New Zealand.
This situation is totally out of our control and the COVID-19 pandemic is a force majeure event as defined within the Scenic Group terms and conditions. However, to support your future travel plans, Scenic Group will be providing a Future Travel Credit for affected departures.
If you choose not to take up the option of the Future Travel Credit (FTC), you can opt to cancel your booking under our standard terms and conditions, and then consult with your travel insurance company to enquire if you can lodge a claim. If required, we can provide a letter to assist you in making your claim.
Our flexible policy for guests with River Cruise, Ocean Cruise and international Land Tour bookings departing from 1 September to 31 October 2020:
To ensure your future travel plans will be protected, if you hold a:
The flexible conditions for your FTC Voucher are as follows:
If you choose not to take up the option of the FTC Voucher, you can opt to cancel your booking under our standard terms and conditions.
Our flexible booking and cancellation policy for guests with bookings departing from 1 November to 31 December 2020:
All guests with a booking to depart from 1 November 2020 and guests considering a booking after that date, have the option to transfer their booking to an alternate date without a Scenic Group fee up to 31 December 2021 (or 31 December 2022 for Scenic Eclipse), up to 30 days prior to departure. Scenic will waive all cancellation fees with the value of the booking applied as a Future Travel Credit and we will review the timing for the full payment when re-booking. Please note, if you choose to cancel or transfer there may be third party fees applicable, which will be at the guests own expense.
This allows guests more time to make decisions about their future travel plans. This policy will apply to all brands within the Scenic Group: Scenic Luxury Cruises & Tours, Scenic Eclipse, Emerald Cruises (including Emerald Waterways and Emerald Yacht Cruises) and Evergreen Cruises & Tours.
Most governments have implemented strict travel restrictions and border controls that limit the arrival of people who have travelled, visited or transited through other countries, beyond those currently within the Scenic Group policy as outlined above.
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 during this challenging time and we look forward to exploring our precious world with you again very soon.
The Future Travel Credit (FTC) provides flexibility for you to re-book a land tour, river or ocean cruise for travel in 2021 - 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 suspended departures, rebook and travel up to 31 December 2022
• 1 July to 31 October 2020 suspended departures, rebook and travel up to 30 June 2023
These Future Travel Credit vouchers are also fully transferrable to another guest, booking or another brand within the Scenic Group (including Scenic Luxury Cruises & Tours, Scenic Eclipse, Emerald Waterways and Evergreen Cruises & Tours).
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 clients booking.
The Deposit Protection Plan is strictly for new bookings only, these Reservations are suspended and funds on file are being transferred to an alternate departure prior to travel prior to December 2022/June 2023.
Although the Deposit Protection Plan is not applicable, if you transfer funds to a new departure, and at a later date are no longer able to travel on selected departure, we will provide a one-time option of transferring to an alternate departure. This will be without any Scenic charges or change fees. However, third party fees may still apply and travel still needs to occur prior to Future Travel Credit deadline.
No, as guests will receive a Future Travel Credit this is not applicable. However, upon rebooking you will accrue Scenic Status points on the selected departure once your journey has been completed.
Scenic 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.
Scenic Group prior notifications for Oberammergau will remain the same.
If you hold a Scenic river cruise and Oberammergau land package, then you can move your current 2020 booking and reserve a comparable 2022 Scenic river cruise, same suite category, with the Oberammergau land package at the 2020 pricing. Alternatively, you can choose a 110% Future Travel Credit for the full value of your Scenic booking, to re-book and travel on any Scenic river cruise up to 31 December 2022.
We are working closely with the Oberammergau organisation to arrange a 2022 river cruise itinerary including the Passion Play. These details will be communicated directly to guests and their travel agents as soon as they are available.