2020 Suspended Departures - Agent Frequently Asked Questions

Frequently Asked Questions
Q. What is the current situation and when do you expect to operate again?

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 Scenic Group Asia river cruise and international tour departures to 31 August 2021 and for Canada land touring and Scenic Eclipse departures to 31 December 2021. Europe River Cruising will resume operations on the Duoro River in Portugal from 31 July 2021 for guests from the United Kingdom and United States.

Q. What is the flexible booking and cancellation policy for the bookings departing after 31 August, 2021 on River Cruise or Ocean Cruise and/or international Land Tour?

All guests with a booking scheduled to depart from 1 September 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). 

(excluding published Douro itineraries on 30 July 2021) 
Q. What should I do next?

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. Do I need to use my FTC all at once and on one booking?

No, as a part of our flexible Future Travel Credit (FTC) conditions, you can utilise  your FTC across multiple bookings, whether this is a new or existing booking.  

Q. If I have a FTC for a suspended cruise booking, why can I only re-book on a Scenic Group river or ocean cruise?

We would like to allow our guests the opportunity to re-book onto the destination that they were originally due to depart on, or a similar destination. Should you wish to book on a different destination, this can be assessed on a case-by-case basis. Please contact our Reservations Team or your Travel Advisor to discuss further.

Q. What happens if I re-book, but my cruise or tour is suspended again?

For any guests who are impacted again by a suspension, any additional FTC vouchers attached to your current impacted booking will also remain available for future use, meaning you will not lose any of your credit and/or applicable vouchers.  

Q. My booking has not been affected by a suspension and my departure is scheduled after 1 September 2021. Can I hold the funds in Future Travel Credit?

No, however you can defer your travel plans to an alternate departure date. 

Q. When should I re-book and are there any benefits of me booking now?

As we are seeing an increase in interest in our 2022 and 2023 itineraries, we highly recommend booking now to secure your preferred departure, Earlybird offers and current pricing.  Our Flexible Booking Policy* has also been included should you need to amend the date in the future. 

*excludes Russia, South America, Australia and New Zealand

Q. What is a Third Party Fee?

Third party fees are incurred by Scenic Group when we contract other travel partners to help package your client’s itinerary. This may include airlines, hotels, Russian River cruises, Dalmatia Ocean 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?

The Future Travel Credit (FTC) provides flexibility for you to re-book a land tour, river or ocean cruise for travel in 2021 - 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 2020 to 30 June 2020 departures, rebook and travel up to 31 December 2022  
  • 1 July 2020 to 31 October 2020 departures, rebook and travel up to 30 June 2023 
  • 1 November 2020 to 31 March 2021 departures, rebook and travel up to 31 December 2023 
  • 1 April 2021 to 31 July 2021 cruise and tour departures, re-book and travel up to 30 June 2024 (excluding published Douro itineraries on 30 July 2021)
  • 1 May to 31 December 2021 Canada touring departures, re-book and travel up to 30 June 2024
  • 1 to 31 August 2021 departures, Russian River Cruising, re-book and travel up to 31 December 2024 
  • 1 May to 30 September 2021 Scenic Eclipse departures, re-book and travel up to 30 June 2024
  • 1 October to 31 December 2021 Scenic Eclipse Antarctica departures, re-book and travel up to 31 December 2024
  • 2021 Scenic Eclipse Arctic season and the East Coast USA Adventure (701U) scheduled to depart on 27 September 2021, re-book and travel up to 30 June 2024

These Future Travel Credit are 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. Is there a flexible booking policy for Future Travel Credit  holders?
A. The below flexible booking policy applies when using a Future Travel Credit (FTC) 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 FTC 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. Is my Future Travel Credit (FTC) combinable with all other offers available at the time of booking?
A. Some conditions may apply to the use of your FTC and they may not be combinable with limited promotions such as Deposit Protection Plan, Super Earlybird Offers and Early Payment Discount.
Q. Why is the Land Tours Future Travel Credit Value only 100%?

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.


Q. What if I have an Egypt Cruise and Tour?

Similar to the Scenic Group land tours, the Egypt/Canada 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. What if my booking is part of a Group or Charter?
A. The policies detailed on this page are for independent travel bookings only. If you have a booking which is part of a group or charter, please contact your travel agent (advisor) or Scenic directly for the applicable policy.
Q. Do I Still Get Scenic Status Points for the suspended booking?

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.

Q. Can I extend my final payment? (All departures and all destinations that have not been suspended)

Yes, we understand your concerns around payment final payment in the current environment. Please contact your travel advisor or Scenic Group Reservation team at 857.201.5876 to request a final payment extension review.

Q. What are your on board safety and health protocols?

Scenic Group 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 sanitizers are located throughout the ship to ensure the highest level of personal hygiene while on board. You can find more details on our commitment to your health and safety here:

River Cruises

Ocean Cruises

Land Tours

Q. What if I have an Oberammergau booking?
A. 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 organization to arrange a 2022 river cruise itinerary including the Passion Play. These details will be communicated directly to guests and their travel advisors as soon as they are available.
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 Scenic Portal and website. If you have any further questions, please contact our Reservations Center. We appreciate your patience as there may be delays due to the higher volume of calls than usual.