May – August (September for Scenic Eclipse) 2020 Suspended Departures - Agent Frequently Asked Questions
Q. What should my clients do next?
A. If your clients departure is suspended, 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 clients 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.
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. All our land tour, river and ocean cruise operations are temporarily suspended until 31st August (30th September for Scenic Eclipse).
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 clients 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 provides flexibility for your clients 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 your clients can choose to travel up to the following dates;

· May & June suspended departures, rebook and travel up to 31st December 2022

· July & August suspended departures, rebook and travel up to 30th June 2023

· September Scenic Eclipse suspended departures, rebook and travel up to 30th 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 clients choose not to take a Future Travel Credit?
A. If your clients choose not to take up the option of the Future Travel Credit, they can re-book for a future travel date or request a refund (NB see commissions below)
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 clients booking.
Q. What if clients have an Egypt or Canada Cruise and Tour?
A. 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. Is the 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 early payment discount.
Q. Do Guests 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 Status points on the selected departure once your journey has been completed.
Q. Will I earn commission on the suspended booking and the new booking?
A. The Scenic Group is committed to supporting and working with our valued agent partners. We want to assure you that we will make every effort to protect your commission and your client’s future travel plans as follows:

· For any paid in full bookings for travel scheduled in May – August 2020 (and September for Scenic Eclipse), you will earn the full commission on the 2020 suspended booking. You will also earn commission on the Future Travel Credit re-booking once paid in full.

· For any bookings for travel scheduled in May – August 2020 (and September for Scenic Eclipse), which are not paid in full (deposited or partial payment only) you will be eligible to earn commission on the Future Travel Credit re-booking. If your client does not pay in full or does not rebook with their Future Travel Credit, agent commission is not applicable as per the normal booking conditions.
Q. How can I view clients Future Travel Credit amount or get an updated booking advice without calling reservations?
A. For recently suspended July – August bookings (and September for Scenic Eclipse), Scenic will send you an updated booking advice to confirm clients total future travel credit value within 7 business days of receiving your booking suspension notification. If you do not receive your booking advice within this timeframe, you can access via ExpressBook.

If you require an updated booking advice showing the Future Travel Credit for any prior suspensions, please contact our Reservations team.
Q. Can clients extend final payment? (All departures and all destinations that have not been suspended)
A. Yes, we understand your clients 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 and safety whilst on board.
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 hub and website. If you have any further questions, please contact our Reservations Centre. We appreciate your patience as there may be delays due to the higher volume of calls than usual.