Scenic Group Travel Policy and Advisory Update: COVID-19

September 10,  2021

OPERATIONAL UPDATES

 

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

While there has been encouraging progress made with vaccination programs in United States, UK 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:

• Unforgettable Douro (DOUR) sailings from July 30 2021
• Delightful Douro (DOUS) sailings from August 29 2021, November 8 & 15 2021
• Bordeaux Affair (BORD) sailings from August 29 2021
• Beautiful Bordeaux (BOD) sailings from 12 September 12 2021
• Rhine Highlights (AMBS) sailings  September 13, 20 & 27, October 4, 11, 18, 25 2021
• Jewels of Europe (STC) sailing September 20 2021
• Rhine Christmas Markets (XAMB) sailings  December 6 & 13 2021
• Danube Christmas Markets (XNBU) sailings November 29, December 6 & 13
• Christmas & New Year (CHAA) sailing December 20 2021

 

With the exception of the above all other river cruises and land tours have been suspended as follows:

 

The flexible conditions for your Future Travel Credit (FTC) are as follows:

 

Departure Period - 2021 FTC Voucher Validity Value of FTC Can I use FTC with other brands? What Can I apply the FTC to? Can I transfer the FTC?
Europe River cruise reservation departing from July 1, 2021 to July 31, 2021  100% Up to June 30, 2024  FTC is based on the amount paid for your reservation to date FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel The FTC is fully transferrable to another guest. 
Asia River Cruising reservation departing from  September 1, 2021 to March 31, 2022 + 100% Up to December 31, 2024  FTC is based on the amount paid for your reservation to date FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel The FTC is fully transferrable to another guest. 
Russian River Cruising: Africa tours departing from December 1 - 31, 2021
100% Up to June 30, 2024  FTC is based on the amount paid for your reservation to date FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel The FTC is fully transferrable to another guest. 
Ocean cruise reservation departing from January 1 departing from September 31, 2021 100% Up to June 30, 2024  FTC is based on the amount paid for your reservation to date FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel The FTC is fully transferrable to another guest. 
Ocean cruise reservation departing from October 1 to December 31, 2021
100% Up to December 31, 2024  FTC is based on the amount paid for your reservation to date FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel The FTC is fully transferrable to another guest. 
Land tours reservation: Africa tours departing from January 1, 2021 to July 31, 2021; Canada tours departing from January 1 to December 31 2021 100% Up to June 30, 2024 FTC is based on the amount paid for your reservation to date
FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel
The FTC is fully transferrable to another guest.
Land tours reservation: Africa tours departing from August 1 2021 to December 31 2021 100% Up to December 31, 2024 FTC is based on the amount paid for your reservation to date
FTC can be applied to any booking within the Scenic Group The FTC can be applied to any existing booking or when re-booking your future travel
The FTC is fully transferrable to another guest.

 

Upon the expiry of the FTC on June 30, 2024 or December 31, 2024, guests who choose not to travel may contact us to receive a cash refund equal to the amount paid.

+For guests with a Mekong River Cruise departing from September 1, 2021 to  Feb 28, 2022 or an Irrawaddy River Cruise departing from September 1, 2021 to March 31, 2022, we will provide a Future Travel Credit (FTC) for the full amount that has been paid to date.

*The FTC 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  

 
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 up to 2 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 Credit
With many people now planning and looking forward to traveling 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 Future Travel Credit (FTC), or if you have any questions regarding the above or the FTC 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 September 1, 2021 to  December 31, 2022 (or December 31, 2023 for Scenic Eclipse), 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 Credit (FTC) 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 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 during this challenging period and look forward to exploring our precious world with you again soon using the Future Travel Credit.

**Except published Douro and select European River Cruises scheduled to operate from July 30, 2021 and beyond. 

 
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 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/Evergreen 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 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 July 30, 2021, and for Scenic Eclipse Artic and Americas season departures up to October 5, 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 Credit 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 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 and South America
Q. What is a Third Party Fee?
A. Third party fees are incurred by Scenic Group when we contract with other travel partners to help package your 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?
A.
The Future Travel Credit (FTC) 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 FTC Vouchers are also fully transferrable to another guest, booking or other Scenic Group brand.
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 FTC and they may not be combinable with limited promotions, such as Deposit Protection Plan, Super Earlybird Offers and Early Payment Discount.
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 re-booking you will accrue Scenic Group Status 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. For further information, refer to our Cruise with Confidence information for:-

River Cruises

Ocean Cruises

Land Tours

Read our statement from the Scenic Group Chairman and Founder, Glen Moroney, here.
 
We appreciate that the situation is constantly evolving and it can be quite overwhelming to make future travel plans. We will continue to update you as much as possible through our websites. If you have any further questions please contact our Reservations Centre and we appreciate your patience as there may be delays due to the unusual higher volume of calls.