Bookings

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 Scenic or Emerald Cruises/Evergreen 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 December 31, 2021 and Asia River Cruising through May 31, 2022.
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 Future Travel Credit (FTC) is 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

Pre-departure

Q. Do I need to be fully vaccinated to travel?
A.

Scenic Luxury Cruises and Tours will only accept fully vaccinated guests on-board our river ships and on-board Scenic Eclipse. We currently recognise the following vaccines for embarkation. We will also accept a combination of two different vaccines from this list:

• 2 doses BioNTech & Pfizer
• 2 doses Moderna
• 2 doses AstraZeneca
• 1 doses Johnson & Johnson
• 2 doses Sputnik V
• 2 doses Sinopharm / Sinovac

While Scenic can accept these vaccines, the guest and booking agents are responsible for ensuring that countries transited to and from the port of embarkation / disembarkation also accept these vaccines.

Scenic also recognises that the landscape around vaccination is changing quickly.

The requirement for booster vaccinations is being carefully monitored, however at the time of issue of this document, Scenic does not require booster vaccinations for guests or crew.

Should a guest be in receipt of a vaccination not listed above, but which is approved by their National Health Authority, Scenic will consider acceptance on a case-by-case basis.

Q. Are there additional travel requirements for my journey?
A. Guests are required to comply with any government requirements to enter countries on their itinerary at the time of travel. It will remain the responsibility of the guests to ensure they meet all necessary requirements including any necessary proof of vaccination and/or negative COVID-19 test results should this apply at the time. For further information please visit: 
https://www.smartraveller.gov.au/crisis/covid-19-and-travel 
https://www.gov.uk/coronavirus
www.nhsinform.scot/covid-19-vaccine/after-your-vaccine/get-a-record-of-your-coronavirus-covid-19-vaccination-status 
https://travel.state.gov/content/travel/en/international-travel 
 
Q. Do I need to provide a negative PCR Covid-19 test prior to embarking my cruise?
A. We require guests to provide the relevant proof of a negative PCR COVID-19 test (taken within 72 hours of their voyage departure), when boarding the ship.
Q. Do I need to complete a pre cruise health questionnaire?
A. Yes. To ensure we can determine that all guests are safe and well before their journey with us begins, we will require you to complete a pre-departure medical health evaluation form. This form will be sent out xx days prior to the departure of your journey and you will need to ensure it is returned/completed on embarkation. 
Q. Do I need to pack my own mask and hand sanitizer?
A. We recommend guests should travel with a supply of their own face masks and hand sanitizer, to be available in their hand luggage for connecting travel arrangements, which may include flights, hotels, and transfer arrangements.

Onboard

Q. What is the requirements for crew on board?
A. Every Crew Member will be fully vaccinated prior to joining all our river ships and Scenic Eclipse and they must have a negative COVID-19 PCR test, following 7 days of self-isolation in their home country prior to travel to the ship. On arrival to the ship, all Crew Members are further isolated for a period of 5 Days, following a Rapid Antigen Test. All Crew Members will receive extensive instruction and training in COVID-Security, prior to travel and also prior to starting work onboard. Crew Members are empowered to ensure all team members work safely within the strict protocols and a COVID secure way.
Q. Will there be enhanced cleaning?
A. Our on-board crew will be enhancing our already intensive, frequent and high standard cleaning protocols in public areas and suites, ensuring all surfaces and spaces are kept clean. Additional care and attention will be paid to high contact zones, such as communal restrooms and dining facilities. Any touchscreens such as iPads will be thoroughly disinfected after each use and hand sanitization stations will be placed throughout the ship.
Q. What social distancing measures are in place?
A. All guests are required to maintain a physical distance of 6 feet (2-meters). In addition, we have adjusted the various touch points of your journey, allowing you to check in and check out completely contact-free. Through a phased embarkation you will be able to arrive and depart from the ship smoothly and with safe social proximity in mind. 
Q. Do I need to wear a mask?
A. Face masks should be carried by guests at all time. However, are only required to be worn when moving through the ship, where social distancing is not possible. Face masks will be available in guest’s suites and from the Reception desk on board.
Q. Will there be a health and safety briefing?
A. We will host mandatory briefings and screenings. These events are designed to ensure every member of our guests and crew are healthy and offer an opportunity to allay any concerns or ask any questions you may have about our safety protocols.
Q. Are there any changes to dining?
A. All dining options on board your cruise are currently being delivered as advertised. If local requirements change and health advisory is altered, self-serve buffets will suspend accordingly. 
Q. Will there be any impact to excursions on my journey?
A. While we are planning to operate our schedule of on-shore excursions, they will be conducted according to local Covid-19 requirements and so the following may apply: 

-Opening times of venues may be changed 
-Group sizes may be changed or adjusted on a daily basis 
-There may be other amendments to excursions, due to possible closures, or routing changes etc. 
Q. What happens if travel restrictions change while on my cruise?
A. In the event that travel restrictions or quarantine requirements change during your cruise, the on board staff will liaise with you directly in relation to amending any travel arrangements.
Q. What happens if a positive case is detected on board?
A.

In Port. In the event a guest or crew member returns a positive COVID-19 test result during our medical screening process prior to embarkation, the guest and/or crew member will be denied approval to board the ship. Scenic will work with our Medical Service provider and local authorities for their repatriation (at their own expense).

Onboard. In the event a guest or crew member returns a positive COVID-19 test result while on board, they will be required to immediately isolate in their suite. Contact tracing will be conducted and any persons identified as part of the contact tracing, will be required to undergo an onboard PCR test to rule out any potential ‘community transmission’ of the COVID-19 virus. All persons who test ‘Positive’ will be transferred ashore at first opportunity and follow local government health advisories recommendations. Scenic will work with our Medical Service provider and local authorities for the repatriation of the guest or crew member (at their own expense).

Q. I need to be able to provide a negative PCR test to return home, how will this be managed?
A. For returning travelers required to present a negative COVID-19 test within three calendar days of departure for their home port, we will have a team administer the PCR testing onboard prior to your disembarkation.  This has been arranged at no additional cost to our guests.
Q. I have post cruise arrangements, how will I receive a PCR test result to align with my government requirements?
A. Unfortunately, it will not be possible for us to manage PCR testing for our guests with differing post cruise arrangements, prior to their homeward flight.  Complimentary PCR testing for guests will be administered by Scenic Group on the ship prior to debarkation. Guests who are doing their own arrangements or extending their stay will need to source their own PCR test to align with their return home.  

Scenic Eclipse Antarctica Covid-19 FAQs

Q. What happens when I arrive in Buenos Aires for the included pre-night stay?
A.

When you arrive into Buenos Aires and are cleared through the customs controls at the airport, guests will then be transferred only with other Scenic guests, to and from the group hotel, for your overnight stay. On arrival to the hotel, your temperature will be checked and luggage will be disinfected. Masks are mandatory in all common areas except when eating.

For health and safety reasons, it is highly recommended that all guests remain within the hotel for the duration of their stay in Buenos Aires to limit your potential exposure to other persons or places which may transmit the COVID-19 virus. 

The day that your voyage begins, all guests will take a Panbio Rapid Antigen test in Buenos Aires prior to their Ushuaia flight (no additional cost). You will then be flown from Buenos Aires to Ushuaia to meet the crew of Scenic Eclipse.  

Q. I want to spend more than one night in Buenos Aires. Am I able to extend my stay?
A. For health and safety reasons, it is highly recommended that guests do not extend their stay in Buenos Aires prior to their Antarctica voyage to limit potential exposure to other persons or places which may transmit the COVID-19 virus. The day that the voyage begins, all guests will take a Panbio Rapid Antigen test in Buenos Aires prior to their Ushuaia flight (no additional cost).
Q. What happens if there is a positive COVID-19 case onboard?
A. In Port
In the event a guest or crew member returns a positive COVID-19 test result during our medical screening process prior to embarkation, the guest/crew member will be denied boarding. Scenic will work with our Medical Service provider and local authorities for their repatriation. 

On Board
In the event a guest or crew member returns a positive COVID-19 test result while on board, they will immediately isolate in their suite. Contact tracing will be conducted. Those persons identified as part of the contact tracing will be required to undergo onboard PCR testing to rule out ‘community transmission’ of the COVID-19 Virus. Positive cases will be transferred ashore at first opportunity and follow local government health advisories recommendations. Scenic will work with our Medical Service provider and local authorities for the repatriation of the guest or crew member.
Q. Are there dedicated isolation suites?
A. If a guest or crew member returns a positive COVID-19 test result while on board, they will isolate in their suite. There are no dedicated isolation suites. All suites have access to fresh air with the use state-of-the-art Heating, Ventilation & Air-Conditioning (HVAC) systems providing 100% fresh air through a three-stage air purification process to all suites and public areas. Guests will also have access to fresh air via their balcony. Suites used for isolation will be equipped with digital thermometers, FFP2 un-valved masks and waste containers with appropriate ‘Bio-Hazard’ bags.
Q. How many doctors will be on-board the ship? Is there a medical facility?
A. There will be one doctor and two nurses on board, all who have been trained and have experience with COVID-19 protocols and response. One of the nurses will be a dedicated COVID-19 compliance nurse, to ensure our guests safety. The medical facility is located on deck 3. The equipment on board has been reviewed and augmented to facilitate a response to Acute Respiratory Distress and other symptoms associated with COVID-19.
Q. What happens if South America closes its borders?
A. In the unlikely event that South America closes their borders while we are in Antarctica, Scenic has contingency plans in place to ensure the repatriation of all guests in the most efficient manner. With global teams and people on the ground in Argentina, we have the experience to ensure the safe return of all guests.
Q. Currently Argentina is open for travel. What happens if this changes and Scenic cancels or suspends the cruise?
A. Based on the current available information, Argentina opened their borders to international travelers on the 1st October 2021. We will continue to closely monitor the situation and adhere to the guidelines provided by the World Health Organisation, CLIA, and other relevant Government travel advisory updates. If our guest’s safety is deemed to be compromised in any way, we will contact you to advise the status as a priority, and offer alternatives such as transferring to a future departure. If there is any update on your Reservation, we will also be in contact with you.