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. 
Based on the continuing international travel restrictions, quarantine requirements, venue / attraction closures and extension of lock-downs in many countries, it is currently impossible for us to fully operate our scheduled international river cruise, ocean cruise and land tour itineraries for Australian and New Zealand guests from 1 to 31 May 2021*. New Zealand land tours with departure dates from 1 to 31 March 2021 have also been suspended.

This situation is completely out of our control and the COVID-19 pandemic is a Force Majeure Event, as defined within the Scenic Group terms and conditions. 

For bookings departing until 31 May 2021

For guests with international cruise and land tour bookings departing from 1 to 31 May 2021* and New Zealand tours departing 1 to 31 March 2021, we will provide a 100% Future Travel Credit (FTC) Voucher for the amount paid to date.

Ocean and River Cruise Bookings

For Ocean and River Cruise bookings, the flexible conditions for your FTC Voucher are as follows:
 
  • Valid for travel commenced through to 30 June 2024
  • The 100% FTC voucher is based on the amount paid for your reservation to date
  • The FTC voucher can be applied to any river or ocean cruise booking within the Scenic Group (Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours)
  • 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 FTC Voucher on 30 June 2024, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid

International Land Tour bookings

For International Land Tour bookings, the flexible conditions for your FTC Voucher are as follows:
 
  • Valid for travel commenced through to 30 June 2024
  • The 100% FTC voucher is based on the amount paid for your reservation to date
  • The FTC voucher 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)
  • The credit can be applied to any existing booking or when re-booking your future travel. The FTC is also fully transferrable to another guest.
  • Upon the expiry of the FTC Voucher on 30 June 2024, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid.
With many people now planning and looking forward to travelling in 2022 and 2023, we are starting seeing significantly increasing demand for popular cruise and tour destinations, departures and suites. To re-book your preferred departure with your Future Travel Credit, or if have any questions regarding the above or the Future Travel Credit process, please contact your Scenic Agent or the Scenic reservations team.

*Excluding Australia & New Zealand touring in April/May 2021

Flexible booking and cancellation policy

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 60 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, 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 credit vouchers. We all look forward to welcoming you soon.
Frequently Asked Questions
Q. What should I do next?
A. If your departure is suspended, or no longer operating as scheduled, then Scenic Group will send you an auto notification letter for the booking with the applicable Future Travel Credit details. We will automatically apply the Future Travel Credit 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 Travel Advisor 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 we continue to take guidance from government restrictions and advisories, including port and border closures. The temporary suspension of all Scenic Group operations (including Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours) applies to departures up to 28 February 2021. In addition, further suspensions apply to Scenic Eclipse Ocean Cruises and Scenic Group Egypt, Jordan and Israel Land Tours until 31 March 2021.  
Q. What if I held a reservation for departure prior to 1 November 2020?
A.
The following policy applies to ensure your future travel plans will be protected, if you held a:

· River or ocean cruise reservation during this period, Scenic Group will provide a 110% Future Travel Credit (FTC) Voucher for the amount paid, to re-book and travel by 30 June 2023

· Land tour (including Egypt & Canada cruise tours) reservation during this period, Scenic Group will provide a 100% FTC Voucher for the amount paid.

The flexible conditions for your FTC Voucher are as follows:

· Valid to re-book and for travel to commence by 30 June 2023

· The value of your FTC voucher is based on the amount paid for your reservation to date

· The FTC Voucher can be applied to any booking within the Scenic Group (Scenic Luxury Cruises & Tours, Emerald Cruises - including Emerald Waterways and Emerald Yacht Cruises)

· The FTC Voucher can be applied to any existing booking or when re-booking your future travel, and;

· The FTC is fully transferrable to another guest.
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 Credit 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;

· 1st May to 30th June 2020 suspended departures, rebook and travel up to 31st December 2022

· 1 July to 31 October 2020 suspended departures, rebook and travel up to 30 June 2023

The Future Travel Credit 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).
Q. What if I choose not to take a Future Travel Credit?
A.

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 for you.

Q. Why is the Land Tours Future Travel Credit Value only 100%?
A. 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 booking.
Q. What if I have an Egypt Cruise and Tour?
A. Similar to the Scenic Group land tours, the Egypt cruise component is provided by a third party partner. Thus, the Future Travel Credit is only applicable at 100%, as we need to recover these costs.
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 Future Travel Credit and they may not be combinable with limited promotions such as early payment discount.
Q. Do I Still Get Scenic Loyalty Points for the suspended booking?
A. No, as guests will receive a Future Travel Credit this is not applicable. However, upon rebooking you will accrue Scenic Loyalty points on the selected departure once your journey has been completed.
Q. Can I extend my final payment? (All departures and all destinations that have not been suspended)
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 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 whilst on board. You can find more details on our commitment to your health and safety here:-

River Cruises

Ocean Cruises

Land Tours

Frequently Asked Questions
Q. What should I do next?
A. If your departure is suspended, or no longer operating as scheduled, then Scenic Group will send you an auto notification letter for the booking with the applicable Future Travel Credit details. We will automatically apply the Future Travel Credit 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 Travel Advisor 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 we continue to take guidance from government restrictions and advisories, including port and border closures. The temporary suspension of all Scenic Group operations (including Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours) applies to departures up to 28 February 2021. In addition, further suspensions apply to Scenic Eclipse Ocean Cruises and Scenic Group Egypt, Jordan and Israel Land Tours until 31 March 2021.  
Q. What if I held a reservation for departure prior to 1 November 2020?
A.
The following policy applies to ensure your future travel plans will be protected, if you held a:

· River or ocean cruise reservation during this period, Scenic Group will provide a 110% Future Travel Credit (FTC) Voucher for the amount paid, to re-book and travel by 30 June 2023

· Land tour (including Egypt & Canada cruise tours) reservation during this period, Scenic Group will provide a 100% FTC Voucher for the amount paid.

The flexible conditions for your FTC Voucher are as follows:

· Valid to re-book and for travel to commence by 30 June 2023

· The value of your FTC voucher is based on the amount paid for your reservation to date

· The FTC Voucher can be applied to any booking within the Scenic Group (Scenic Luxury Cruises & Tours, Emerald Cruises - including Emerald Waterways and Emerald Yacht Cruises)

· The FTC Voucher can be applied to any existing booking or when re-booking your future travel, and;

· The FTC is fully transferrable to another guest.
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 Credit 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;

· 1st May to 30th June 2020 suspended departures, rebook and travel up to 31st December 2022

· 1 July to 31 October 2020 suspended departures, rebook and travel up to 30 June 2023

The Future Travel Credit 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).
Q. What if I choose not to take a Future Travel Credit?
A.

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 for you.

Q. Why is the Land Tours Future Travel Credit Value only 100%?
A. 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 booking.
Q. What if I have an Egypt Cruise and Tour?
A. Similar to the Scenic Group land tours, the Egypt cruise component is provided by a third party partner. Thus, the Future Travel Credit is only applicable at 100%, as we need to recover these costs.
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 Future Travel Credit and they may not be combinable with limited promotions such as early payment discount.
Q. Do I Still Get Scenic Loyalty Points for the suspended booking?
A. No, as guests will receive a Future Travel Credit this is not applicable. However, upon rebooking you will accrue Scenic Loyalty points on the selected departure once your journey has been completed.
Q. Can I extend my final payment? (All departures and all destinations that have not been suspended)
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 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 whilst on board. You can find more details on our commitment to your health and safety here:-

River Cruises

Ocean Cruises

Land Tours

We understand that this situation is constantly evolving and it can be quite overwhelming to make future travel plans, with all the current uncertainty caused the various Government travel restrictions. We will continue to update you as much as possible through our websites and if you have any further questions please contact our Reservations Centre. We greatly appreciate your patience and note that there may be delays due to the unusually higher volume of calls.