The Scenic Group - Emerald Cruises & Scenic Luxury Cruises & Tours - Travel Policy and Advisory Update: Covid-19

Updated December 21

Scenic Group Travel Policy and COVID Advisory Update

On behalf of all the Scenic Group team, we hope that your families, friends and you are all well. There has been significant progress made with global vaccinations, however, the time frames for the full vaccination roll-out continues to vary significantly for each region in which we operate.

While we are making every effort to operate our cruise and land journey itineraries, the emergence of new COVID variants and outbreaks, the extension of lockdowns in hotspots, changes in quarantine requirements and attraction closures, and civil unrest in Myanmar are continuing to impact our industry.

This means that it is currently not possible for us to operate the Egypt and Middle East land journeys which were scheduled to depart from 1 January to 31 May 2022 and New Zealand land journeys scheduled until 31 January 2022. As previously advised, Australia land journeys and Scenic Eclipse voyages have been suspended to 31 December 2021. Europe River Cruises have been suspended to 28 February 2022 and Mekong River Cruises have been suspended to 31 May 2022. International land journeys have also been suspended to 31 January 2022.

Mar - May 2022 - Asia River Cruising suspension

We have been pleased to see positive progress being made with the COVID-19 vaccination program roll-out and the subsequent resumption of international travel. With the timeframes for roll-out varying significantly for each region that Scenic and Emerald Cruises operates in we are closely monitoring this evolving situation and the safety of our guests and crew remain our first priority.

Based on continuing Government travel restrictions and quarantine requirements throughout South East Asia impeding travel and airline services for Canadian travellers, it is currently impossible for us to fully operate our scheduled Mekong river cruises for Canadian guests with departure dates from 1 March to 31 May 2022.>
To support your future travel plans, Scenic and Emerald Cruises have applied the full amount paid for your reservation to a Future Travel Voucher.

The flexible conditions for your Future Travel Voucher are as follows:

  • Valid for travel commencing through to 31st December 2024
  • The Future Travel Voucher is based on the amount paid for your reservation to date
  • The Future Travel Voucher may only be applied to a new ocean or river cruise booking with Scenic or Emerald Cruises, subject to availability and any Future Travel Voucher capacity limits applicable to your selected cruise
  • The Future Travel Voucher can be applied to any existing booking or when re-booking your future travel
  • The voucher is fully transferrable to another guest
  • If you choose not to take up the option of the Future Travel Credit (FTC), you can opt to forfeit your future travel credit under our standard terms and conditions, 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. Please email your cancellation request to Cancellations_CA@scenic.ca
  • Where an FTC voucher was used to pay for your current impacted booking, credit will be converted back to the original FTC voucher value and any additional funds paid will also convert to a FTC voucher. The credit will remain available for use against bookings for future ocean and river cruises (commenced prior to 31 December 2024).

What should I do next?

The FTC voucher will be automatically applied to your customer record so there is no need to take any immediate action.  

We will continue to monitor the changing global situation and remain committed to doing our best to assist you with your concerns and adjusting travel plans.

On behalf of the Scenic and Emerald Cruises, we are here to support you during this challenging time and we look forward to exploring our precious world with you again very soon.


River Cruising 1 September 2021 to 28 February 2022 departures

For guests with a Europe or Asia River Cruise departing from 1 September 2021 to 28 February 2022 and Irrawaddy River Cruise to 31 March 2022, we will provide a Future Travel Credit (FTC) Voucher for the full amount that has been paid to date. The flexible conditions for your FTC Voucher are as follows:

  • Valid for travel commenced through to 31 December 2024
  • The 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 with Scenic Group (Scenic Luxury Cruises & Tours and Emerald Cruises), subject to availability and any FTC capacity limits applicable to your selected cruise
  • The credit can be applied to any existing booking or when re-booking your future travel
  • Is fully transferable to another guest
  • If you choose not to take up the option of the Future Travel Credit (FTC), you can opt to forfeit your future travel credit under our standard terms and conditions, 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. Please email your cancellation request to Cancellations_CA@scenic.ca
  • Where an FTC voucher was used to pay for your current impacted booking, credit will be converted back to the original FTC voucher value and any additional funds paid will also convert to a FTC voucher. The credit will remain available for use against bookings for future ocean and river cruises (commenced prior to 31 December 2024).        

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 approximately three 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 travelling 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 an international land journey or Europe river cruise booking scheduled to depart from 1 January to 31 December 2022, or Asia river cruise departing to 28 February 2023, or Scenic Eclipse cruise departing to 31 December 2023, 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) Voucher 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 Canada, 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 cruise or land journey, using the Future Travel Credit vouchers. We all look forward to welcoming you on your next journey with us soon.

Frequently Asked Questions

Information about your Future Travel Credit
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 Travel Agent or our reservations team.
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. What if I choose not to take a Future Travel Credit?
A. 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, 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. Please email your cancellation request to Cancellations_CA@scenic.ca.
Q. Will the Scenic Group booked airfares be included in the Future Travel Credit?
A. All components of the Scenic Group reservation will be moved to Future Travel Credit and this includes any Scenic Group booked airfares. This means you are not restricted to book with the same airline or book your new airfares within a certain time frame.
Q. What is a Third Party Fee?
A. 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. Can I apply the Deposit Protection Plan or Platinum Protection Plan to my new booking?
A. The Deposit Protection Plan and Platinum Protection Plan are not applicable for bookings using Future Travel Credit. After re-booking the Flexible Booking Policy will apply, whereby up until 60 days prior to departure you have the option to transfer to another departure, or cancel and hold funds in credit for a further 24 months. This will be without any Scenic Group charges or change fees. However, third party fees may still apply. Flexible booking policy does not apply to Russia, South America, Australia or New Zealand.
Q. Do I Still Get EmeraldEXPLORER 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 EmeraldEXPLORER 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, Australia and New Zealand
Re-booking with a Future Travel Credit (FTC)
Q. Do I need to use my FTC all at once and on one booking?
A. 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. What happens if I re-book but my cruise or tour is suspended again?
A. 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. When should I re-book and are there any benefits of me booking now?
A. 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. If I have a FTC for a suspended cruise booking why can I only re-book on a Scenic Group river or ocean cruise?
A. 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. Is there a flexible booking policy for Future Travel Credit (FTC) holders?
A.

The below flexible booking policy applies when using a Future Travel Credit 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 Future Travel Voucher 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 

Health & Safety Protocols
Q. What are your on board safety and health protocols?
A. Emerald Cruises 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 sanitizers 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 here.  

 

Other questions
Q. Can I purchase Canadian COVID medical insurance for my upcoming cruise?
A. Yes, currently insurance is available for additional purchase through Manulife’s COVID Plan. Please contact Manulife directly or click here.
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 (FTC) 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 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. Will the Scenic Group booked airfares be included in the Future Travel Credit?
A. All components of the Scenic Group reservation will be moved to Future Travel Credit and this includes any Scenic Group booked airfares. This means you are not restricted to book with the same airline or book your new airfares within a certain time frame.
Q. Do I still get Scenic Group Status Points for the suspended booking?
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.

Read our statement from the Scenic Group Chairman and Founder, Glen Moroney, here.

We understand that this situation is constantly changing in each region around the world and it can be quite challenging to make future travel plans, with all the current uncertainty caused the various Government travel restrictions. We will continue to update you as soon 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.