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 30 July 2021, and for Scenic Eclipse Artic and Americas season departures up to 5 October 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 Voucher 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 Voucher holders?
A.
The below flexible booking policy applies when using a Future Travel Vouchers (FTV) 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 FTV 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 Voucher?
A.
The Future Travel Voucher (FTV) 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 FTV Vouchers are also fully transferrable to another guest, booking or other Scenic Group brand.
Q. Is my Future Travel Voucher combinable with all other offers available at the time of booking?
A. Some conditions may apply to the use of your FTVC 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 Voucher?
A. You can request a full refund.
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 Voucher 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.

In order to comply with international airline and countries you will be transiting through, all guests and staff need to be fully vaccinated with prescribed doses using the approved vaccines for COVID-19 (listed below), at least 14 days prior to their journey. This is for travel with all the Scenic Group products (which includes Scenic Luxury Cruises & Tours, Emerald Cruises, Evergreen and Mayflower). Guests will be required to present confirmation of their full vaccination prior to boarding, using? include:

2 doses of Pfizer BioNTech
2 doses of Oxford AstraZeneca
2 doses of Moderna; or
1 dose of Johnson & Johnson Janssen

 
Q. Are their 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 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 sanitiser?
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 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 sanitisation 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 2-metres (6 feet). 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, they are only required to be worn when moving through the ship, where social distancing is not possible. Face masks will be available in guest suite accommodation and from Reception.
Q. Will there be a health and safety briefing?
A. Our medical expert will host mandatory briefings and screenings. These sessions 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. Whilst 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 crew will liaise directly with you 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. All guests will receive RT-PCR testing prior to disembarkation ready for their ongoing travel. Guests who choose to extend their stay after the end of the cruise, it will be responsible for obtaining an additional negative RT-PCR test before flying to their home port (own expense).
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.  

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