Important Updates to Cruise Line Policies

Important Updates to Cruise Line Policies

 

Please note, these policies have been updated as at 12:30pm on 10th March 2020 and provided by respective cruise lines. These are subject to change. We will endeavour to update any developments as they arise.

Azamara

All guests who are currently booked on sailings on or before July 31, 2020 can now cancel their reservation up to 48 hours to departure with our new Cruise with Confidence policy.

This means all guests wanting to cancel will receive a 100% Future Cruise Credit regardless of penalty phase.

If you cancel outside of final payment, you'll receive a full refund of all amounts.

After final payment, if you cancel up to 48 hours before your sailing:

  • You'll receive credit for any funds held in penalty to use on a cruise sailing before December 31st, 2021.
    • We will expect to receive your credit via email within 1 week of when cancelling your booking.
    • FCC will be issued
    • FCC has a 1 year expiration date
    • FCC needs to be applied to a sailing on or before 12.31.21

The health, safety, and comfort of guests and crew remain their highest priority. To learn more about onboard health protocols implemented to help keep guests and crew safe & healthy and for the latest travel regulations, refer to their website for Cruise with Confidence Cancellation Policy FAQs. You can also stay up to date with the latest information and changes on this situation by visiting the Travel Advisory web page. This is the best area to check information on this situation as this page will constantly be updated as the situation continues to evolve and change.

Carnival

Should you want to reschedule your holiday currently booked between now and 31 May 2020, as well as incentives to proceed with your plans:

Guests who choose to keep their booking as currently scheduled for departures between 6 March 2020 and 31 May 2020 will receive the following Onboard Credit (OBC) amounts:

  • AUD 150 per cabin for 3 and 4 day cruises
  • AUD 225 per cabin for 5 day cruises
  • AUD 300 per cabin for 6 day cruises and longer

If you choose to continue to sail with Carnival, they will automatically apply your onboard credit to your sail and sign. There is no need to call them.

  • For guests who booked prior to 6 March 2020 on sailings between now and 31 May 2020, should you decide to change your holiday plans, they will allow you to move your booking to a new date and receive a Future Cruise Credit (FCC) in the amount of the non-refundable cancellation fee.
  • Guests booked on sailings departing between 11 March 2020 and 31 March 2020 can move their booking to a future date up to 3 days before sailing.
  • Guests booked on sailings departing between 1 April 2020 and 31 May 2020 can move their booking to a future date by 31 March 2020. The FCC must be used for a sailing by 31 March 2021.

Celebrity Cruises: Cruise with Confidence

To help guests book and sail with confidence, Celebrity are introducing a temporary change to cancellation guidelines which will allow for greater flexibility. All guests sailing on or before July 31 2020, may now choose to cancel with reservations up to 48 hours prior to departure. Should a guest wish to cancel after their final payment deadlines, a Future Cruise Credit (FCC) will be administered in the full amount of each guest’s applicable cancellation fees. FCC amounts will vary and are dependent upon the standard cancellation timeline. Guests can apply these credits to any future cruise of their choice departing on or before December 31 2021.

  1. What sailings qualify for Cruise with Confidence?

    Cruises through 31/7/2020 are automatically included in the program.
  2. Do the Future Cruise Credits expire?

    Yes. All Cruise with Confidence Future Cruise Credits must be redeemed on sailings departing on -or-before December 31, 2021.
  3. What if you want to use your FCCs on a cruise that’s not the same price as their original booking?

    Just like any FCC, you will be responsible for paying the difference between the new cruise fare and the amount of the FCC (if any). If they apply the FCC on a cruise that’s less expensive, the cruise fare will be covered in full. Any leftover amount will be issued as a remaining balance FCC 30 days after the sailing and must be used within 6 months.
  4. Are Future Cruise Credits interchangeable between brands?

    Cruise with Confidence FCCs can only be applied on the brand by which they were originally issued. That means a guest would not be able to apply a Cruise with Confidence FCC from a Celebrity Cruises sailing on a new Royal Caribbean sailing.
  5. Does Cruise with Confidence protect airfare?

    • If you have booked air through Flights by Celebrity on their refundable air option: o If the guest chooses to change to a new sailing, Celebrity will handle all re-accommodations and will cover any change fees; you will be responsible for any additional charges
    • If you choose to cancel, you will receive a full refund
    • If you booked your air independently or purchased a non-refundable option through Flights by Celebrity, please reach out to your air carrier for assistance with cancelling or changing flight accommodations. They will not be covering any change fees for air purchased independently.
    • If you choose to cancel, the carrier should allow the use of the ticket within 12 months of the ticket issue date
  6. Do standard Final Payment timelines still apply?

    Yes, full payment is still required at 70 days-to-sailing for standard Cruises and Cruisetours (Cruise Portion Only) and 90 days-to-sailing for Holiday sailings (Christmas, New Year and Easter departures).
  7. Does Cruise with Confidence work with Non-Refundable Deposits?

    Yes. There are no restrictions with regards to Refundable/Non-Refundable fares.
  8. What if I already have beverage packages and shore excursions booked and cancel using Cruise with Confidence?

    As always, all pre-cruise purchases will be refunded to the original form of payment.
  9. Can I choose to carry promotional amenities or value adds from my cancelled reservation to my future booking?

    At time of cancellation, all promotional offers, amenities, and value adds are removed and will not carry-over to future reservations. Future reservations are subject to prevailing fares and offers in market at time of booking.
  10. If I use Cruise with Confidence to cancel and then rebook using FCCs, will the promotional OBC and discounts I had on the original booking carry over?

    No. When you rebook using Cruise with Confidence FCCs, you'll have the opportunity to take advantage of any current promotions and prevailing fares currently available when making the new booking. As always, Future Cruise OBC will be reapplied.
  11. What steps are Celebrity taking to prevent the spread of Coronavirus onboard?

    All terminal and ship access points are being thoroughly sanitized before and after all sailings. In addition, high traffic areas onboard, including restrooms and public areas, are undergoing extensive cleaning each evening, over and above the normal procedures. Daily announcements are being made to remind guests to wash their hands often, use recommended coughing etiquette, and report any illness symptoms immediately. Likewise, additional medical staff has been added and are providing complimentary medical consultations during each sailing. More recently, a temperature check will be administered to all guests prior to boarding. You can check their website for the most up to date protocols and travel restrictions.

 

Crystal

Effective immediately and until further notice, Crystal has established a new cancellation policy* applicable to all Crystal experiences, which previously began at 120 days or earlier. Guests may cancel up to 7 days prior to first service and receive a 100% credit for cruise fare monies paid that may be redeemed on any future voyage through the end of 2022.

Days before first service Future Cruise Credit Refund
Deposited bookings prior to 90 days Admin Fee (equal to deposit amounts below) Monies paid less admin fee
90 - 31 days 25% 75%
30 - 8 days 100% 0
7 days or less 0 0
Above applies to cruise fare paid.

 

NEW REDUCED DEPOSIT FOR NEW BOOKINGS FOR 2020 VOYAGES

For all new bookings, Crystal has established a new reduced deposit policy for Crystal voyages, which was previously 25% of the cruise fare. New reduced deposit amounts are:

Crystal Cruises:

  • $100 per person for cruises of up to 13 nights;
  • $200 per person for cruises of 14-21 nights;
  • $500 per person for cruises of 22 days or longer.

Crystal River Cruises, Crystal Yacht Cruises and Crystal Expedition Cruises:

  • $500 per person for all voyages.

NEW FINAL PAYMENT POLICY FOR EXISTING AND NEW BOOKINGS FOR 2020 VOYAGES

For all existing and new bookings for all Crystal experiences, final payment will be reduced from 120 days or earlier to 90 days prior to first service.

*TERMS AND CONDITIONS BELOW:

  • Standard cancellation penalties will apply to insurance, and Personal Select Air.
  • Pre and post packages will mirror the updated cancellation penalties.
  • Port charges, taxes, and fees paid will be refunded.
  • Credit may be applied to new bookings or existing bookings that have not been final paid.
  • Credit may not be used for initial deposit, split over multiple bookings and there is no refund value.
  • Credit must be applied by 12/31/2020 to a booking departing by the end of 2022.
  • Credit will be posted to the Guests' profile within 30 days.
  • New deposit, final payment and Crystal cancellation policies do not apply to charters.

 

Holland America Line

Allowing guests to cancel their cruise or Alaska Land+Sea Journey departing through May 31, 2020.

New Book with Confidence Program Allows for Cancellation

Book with Confidence program that allows for cruise and Land+Sea Journey cancellations. Guests who make a new booking by April 30, 2020, for itineraries that depart on or before Oct. 15, 2020, can cancel for any reason and receive a FCC in the amount of any cancellation fees applied. The cancellation must be made up to 30 days before departure. For those who choose to keep their cruise plans on departures through May 31, 2020, an Onboard Spending Credit of US$200 per stateroom/US$100 per person for voyages longer than 7 days and US$100 per stateroom/US$50 per person for voyages less than 6 days will be automatically applied to their shipboard account as a thank you.

They also know that there are people with specific individual health situations that impact their ability to safely travel during these times. For those guests who are able to provide supporting documents from their health care provider, Holland America Line will issue them a Future Cruise Credit. This “Compassion Policy” offer is available for guests booked on any sailing, regardless of departure date.

Cancel Up to Departure with Cancellation Protection Plan

Holland America Line’s Cancellation Protection Plan can also be purchased for new cruise or Alaska Land+Sea Journey bookings or existing bookings as long as it is purchased before the date cancellation fees begin to accrue. The program, offering a Standard or Platinum plan, allows guests to cancel up to 24 hours before cruise departure with Standard and right up to departure under Platinum and receive refunds from 80 to 90% of eligible amounts paid. The cost varies by cruise fare and is nonrefundable.

Book with Confidence and the Cancellation Protection Plan can be combined with all Holland America Line promotions, including Pack These Values that began this week on select 2020 cruises or Alaska Land+Sea Journeys, giving travelers even more reasons to book a Holland America Line vacation.

 

 

Norwegian’s Peace of Mind

They are making temporary changes to standard cancellation policy. This supersedes all previously announced changes and standard deposit and final payment schedules now apply. As this is a fluid situation, any amendments or reversals of these policies will be communicated to you as they occur.

For all new and existing individual and group bookings that embark from 10 March, 2020 through and including 30 September, 2020:

  • Guests can cancel up until 48 hours prior to holiday start date. Cancelled reservations that occur prior to 48 hours to holiday date will receive a 100% future cruise credit (FCC) to be used for ANY NCL sailing embarking on or before 31 December, 2022.
    • Holiday start date includes any pre-hotel or Cruisetour packages booked through NCL.
    • FCC will include all components of the reservation that have been paid, including but not limited to: shore excursions, beverage and dining packages (including associated gratuities), service charges and transfers pre purchased through NCL.

 

Oceania

Firstly, they have decided to replace the Italian ports on the April and May voyages listed below in an abundance of caution and for the health and well-being of our guests and crew.

Riviera - March 31, 2020 / April 19, 2020 / April 29, 2020 / May 9, 2020
Sirena - April 25, 2020 / May 5, 2020

Communications are being sent to all guests and Travel Advisors with clients on these voyages. All guests who choose to sail will receive a Future Cruise Credit equal to 25% of the cruise fare paid. If guests choose to cancel, refunds will not apply yet they will receive a Future Cruise Credit equal to 100% of the cruise fare paid. Complete details are outlined in the individual communications.

TRAVELERS ASSURANCE PROGRAM


Secondly, they are introducing a new Travelers Assurance Program. Guests and travel advisors can now have total peace of mind knowing that should they need to cancel, for any reason, they will not lose a dollar. Guests may cancel up to 48 hours prior to cruise departure and will receive a Future Cruise Credit equal to 100% of the cruise fare paid.

NO PENALTY CANCELLATIONS: APPLICABILITY AND CONDITIONS

  • Cancel for any reason up to 48 hours prior to departure and receive a Future Cruise Credit equal to 100% of the cruise fare paid
  • Valid for all existing reservations for voyages departing from March 10, 2020 through September 30, 2020
  • Valid for all new reservations through April 30th for voyages departing from March 10, 2020 through September 30, 2020
  • Future Cruise Credit must be redeemed within one year of issue and travel must commence by December 31, 2022.

BEST PRICE GUARANTEE


Additionally, guests and travel advisors can book with confidence knowing that up to day of sailing, should there be another applicable public promotion that offers a better value through amenities or price, they may take advantage of that promotional offer and/or price as long as the same category of accommodations is available and that promotion is still open for sale. If there is a better promotion or price after you’ve made your final payment, we will provide your clients with an upgrade, shipboard credit, or future cruise credit. Visit our website for the complete details.

 

Princess

Temporary policy changes for cruises departing up to May 31, 2020. Additionally, they are amending Final Payment on cruises sailing June 1 through June 30, 2020.

The details vary by departure date. The following applies to new and existing bookings on cruises and cruisetours in all markets globally.

Date of Departure* Benefit
Apr 3 or earlier Cancel up to 72hrs before sailing to receive Future Cruise Credit (FCC) for 100% of cancellation fees
Apr 4 – May 31 Cancel by Mar 31 and receive FCC for 100% of cancellation fees
Jun 1 – Jun 30 Final Payment moves to 60 days prior to sailing
* Date of departure is from the start date of your cruise or cruisetour, which ever is earliest.

 

Guests who choose to keep booking as currently scheduled for departures between March 9 and May 31 will receive the following Onboard Credit amounts:

  • $100 per cabin for 3 & 4 Day cruises
  • $150 per cabin for 5 day cruises
  • $200 per cabin for 6 day or longer cruises

 

THE FINE PRINT:

Future Cruise Credits (FCC) are non-refundable and may be applied to any new or existing booking not yet paid in full on a Princess Cruise departing on or before December 31, 2021. The FCC does not have to be used on the same product that was cancelled and is non-transferable. To ensure they cover guests who already made final payment, the revised final payment date means no cancellation fees will be assessed until 60 days prior to sailing. Full refund of deposit is only applicable to standard refundable deposit bookings. Excludes bookings made on reduced deposit promotions and concessionary bookings such as travel agent F&F, Interline, F&F rates are also excluded.

TIMING:

FCCs will automatically be applied to each Captain Circle account after cancellation. FCCs will not be available instantly and may take up to 10 business days to be processed.

 

Regent Reassurance

Effective immediately, Regent Seven Seas Cruises® is providing you greater confidence with Regent Reassurance. For all voyages beginning March 10, 2020, through September 30, 2020, those who have paid in full now have the option to cancel up to 48 hours prior to sailing, and receive a 100% Future Cruise Credit, which can be applied to a new booking within one year on any Regent voyage that embarks between now and December 31, 2022.

Regent Reassurance applies to all bookings under final payment made by April 30, 2020, on all Regent voyages departing from March 10, 2020, through September 30, 2020.

In addition, they are modifying seven itineraries in April and May 2020 that previously included calls to Italian ports. Those who choose to continue sailing the modified itineraries will receive a 25% Future Cruise Credit. Or you may cancel under the terms of Regent Reassurance. Travel Advisors with clients on these impacted voyages will receive individual communications advising of the modified itineraries. The impacted voyages are:

  • Seven Seas Splendor™: April 30th, May 12th and May 21st 2020
  • Seven Seas Mariner®: April 8th and April 29th 2020
  • Seven Seas Voyager®: April 16th and May 11th 2020

The new itineraries will also be updated on RSSC.com.

Their top priority continues to be the safety, security and well-being of guests, partners and team members. They have proactively implemented a comprehensive set of preventative measures and continue to consult with the World Health Organization and U.S. Centers for Disease Control. For the most updated information and an update to our COVID-19 protocols, please refer to our Travel Health Advisory.

 

 

Royal Caribbean: Cruise with Confidence

You can easily cancel any cruise through 31 July 2020 up to 48 hours in advance and get a future cruise Credit that’s good through 2021. Please find a number of FAQ's below:

  • DO ALL SAILINGS QUALIFY FOR “CRUISE WITH CONFIDENCE”?

    Cruises through 31-July-2020 are automatically included in the program.
  • HOW LONG WILL I HAVE TO REDEEM FUTURE CRUISE CREDIT?

    All Cruise with Confidence Future Cruise Credits must be redeemed on sailings departing on-or-before December 31, 2021.
  • HOW ARE NON-REFUNDABLE DEPOSIT BOOKINGS IMPACTED BY THIS POLICY UPDATE?

    Non-Refundable Deposit bookings sailing on-or-before July 31st, 2020 are eligible for this temporary policy change and follow the same guidelines. Prior to the Final Payment deadline, Non-Refundable Deposit bookings wishing to change to an alternate ship or sailing can do so with no fee assessed - the change fee will be waived.
  • DO STANDARD FINAL PAYMENT TIMELINES STILL APPLY?

    Yes, full payment is still required at 70 days-to-sailing for departures 1-4 nights in length and 90 days-to-sailing for 5+ nights.
  • UPON CANCELLATION, WILL I BE CREDITED FOR ANY PRE-CRUISE PURCHASES, SUCH AS BEVERAGE PACKAGES, SHORE EXCURSIONS, ETC.?

    Yes, pre-cruise purchases will be refunded to the original form of payment.
  • WHAT HAPPENS IF THERE’S A DIFFERENCE IN CRUISE FARE BETWEEN THE FUTURE CRUISE CREDIT ISSUED FOR MY CANCELATION AND WHAT I'D LIKE TO BOOK NEXT?

    If the cruise fare on their new booking exceeds the Future Cruise Credit’s value, you will be responsible for the difference. Alternatively, if the new cruise fare is lower than the Future Cruise Credit’s value, a new Future Cruise Credit will be issued for the balance, opening yet another great opportunity to cruise with us again!
  • ARE FUTURE CRUISE CREDITS INTERCHANGEABLE BETWEEN BRANDS?

    Future Cruise Credits acquired through our “Cruise with Confidence” policy are brand-specific and must be redeemed on the brand where the cancellation occurred.
  • WILL MY AIR CHANGE FEES BE PROTECTED?

    Any guest who has secured air accommodations through each brand’s internal air program and now wishes to alter their plans can do so with confidence as we will handle all accommodations and fee protection. For flight arrangements confirmed through independent carriers, it’s recommended that you and/or your clients contact the travel provider directly for further guidance.
  • CAN I CHOOSE TO CARRY PROMOTIONAL AMENITIES OR VALUE ADDS FROM THEIR CANCELLED RESERVATION TO THEIR FUTURE BOOKING?

    At time of cancellation, all promotional offers, amenities, and value adds are removed and will not carry-over to future reservations. Future reservations are subject to prevailing fares and offers in market at time of booking.

 

Seabourn

The Book with Confidence offer (“Offer”) is available on existing bookings and new bookings made between March 2, 2020 and April 30, 2020, for Seabourn cruises sailing between April 1, 2020 and October 15, 2020 (“Eligible Cruise”). Eligible Cruise’s departure date must be at least 30 days after the date of booking in order to qualify for the Offer.

If a consumer cancels their Eligible Cruise at least 30 days before the Eligible Cruise’s departure, the consumer will receive a Future Cruise Credit (“FCC”) equal to the amount of the non-refundable portion of their deposit and cancellation fee (subject to verification). The value of the FCC will be determined by the actual non-refundable portion of the deposit and cancellation fees for the Eligible Cruise’s booking, and SeabournShield reimbursed amounts or fees shall not be included in the value of the FCC. To redeem the Offer details and all requested information must be sent at least 30 days before the departure date of the Eligible Cruise. Once verified and processed, the FCC will be applied to the consumer’s Club Number.

If consumer does not have a Club Number, Seabourn will create a Club Number for the consumer. Please allow up to 2 weeks for processing. Consumer must use the FCC towards a future Seabourn cruise booking(s). Consumer must use the FCC within 90 days from its issuance date or it will be forfeited in its entirety. FCC is only valid on cruises sailing in 2020 and 2021. Within 90 days of receiving the FCC in his/her account, the consumer must use it FCC to book a cruise(s); such cruise does not need to sail within the 90 day window. FCC may be subject to additional terms and conditions as provided by Seabourn and may not be used for deposits, TF&PE, or SeabournShield. The value of the FCC and the Offer are non-transferrable, are not redeemable for cash, and have no cash value. May not be combined with any other offers.

Offer may be modified or withdrawn without prior notice. Any promotion or offer available during or with the Eligible Cruise booking shall not apply to the subsequent booking. May be subject to additional terms and conditions.

 

Silversea’s Cruise with Confidence

What is “Cruise with Confidence”

Cruise with Confidence is the new cancellation policy offered by Silversea together with the Royal Caribbean Cruises Ltd. group in addition to the existing relaxed cancellation for all bookings after June 1st.

FOR SAILINGS DEPARTING FROM TODAY UNTIL MAY 31ST 2020 (Existing and future bookings).

  • You are able to cancel your booking up to 2 days prior to departure and receive a Future Cruise Credit for the cruise-only portion of the booking. The Future Cruise Credit amount will exclude any amounts paid for air fees, air upgrades, deviation fees, pre, post and overland tours, transfers, hotels and insurance.
  • If you cancel in the last 48 hours before sailing, penalty will be 100% of the booking.

FOR SAILINGS DEPARTING BETWEEN JUNE 1ST AND JULY 31ST 2020 (Existing and future bookings).

  • If you cancel up until 30 days prior to sailing date you will receive a 100% cash refund* (see below cash* refund for details)
  • The refund amount will exclude any amounts paid for air fees, air upgrades, deviation fees, pre, post and overland tours, transfers, hotels and insurance.
  • If you cancel between 29 days and 48 hours prior to sailing they will receive a 100% Future Cruise Credit for the cruise portion of the booking (no refunds). The Future Cruise Credit amount will exclude any amounts paid for air upgrades, deviation fees, pre, post and overland tours, transfers and hotels.
  • If you cancel in the last 48 hours before sailing, penalty will be 100% of the booking.
  • Cancellations are subject to a $200 (£130; AUD $250) administrative fee.

FOR SAILINGS DEPARTING BETWEEN JULY 31ST UNTIL DEC 31ST 2020 (Existing and future bookings).

  • You are able to cancel their booking up to 30 days prior to departure and receive 100% cash refund* of the monies paid to Silversea.
  • If you cancel inside of the last 30 days before sailing, penalty will be 100% of the booking.
  • Cancellations are be subject to a $200 (£130; AUD $250) administrative fee.
*Cash refund means original amount paid in the original currency refunded to the original method of payment.

What precautions have been implemented to prevent the spread of the Coronavirus while onboard?

At Silversea, our top priority is the comfort, safety and well-being of our guests and crew. We have implemented a response plan based on the latest information from the World Health Organization and other leading public-health authorities.

First, we have enhanced sanitation protocols across our entire fleet. Our wonderful crew is Silversea’s most important asset. They are going that extra mile to enforce deep-cleaning protocols around the ships. That includes strong antiviral cleaners to sanitize exposed surfaces, as well as in-depth protocols to regularly clean public and crew areas, service areas and equipment.

Secondly, we have initiated protocols to ensure that we only board healthy guests and crew. We start with a daily call with Silversea leadership and various professionals to review the latest data on Covid-19 from reliable sources worldwide.

  • Our medical and security teams work with us to review all data from official sources, travel advisories and port information.
  • We review the number of active cases in each region and monitor the trend in each country or location.
  • After this analysis, we determine the list of countries considered at heightened risk for Covid-19. We communicate this information to our ships and staff, and post it on our Silversea website.

Health authorities generally estimate that the incubation period for Covid-19 is between 7 and 14 days. Accordingly, we now require all passengers, crew and technicians joining a Silversea ship to share their travel history in the 15 days prior to boarding. If they have traveled to, from or through any area considered at risk for Covid-19 spread, they are denied boarding.

All crew and guest technicians boarding a Silversea ship will undergo enhanced health screening including temperature checks. This includes determining whether they have been in close contact with, or cared for, any sick person. As a precaution, anyone suspected of exposure to Covid-19 will be denied boarding. All health protocols will be enforced regardless of nationality or country of origin.In addition, Silversea has cancelled all non-compulsory visitors, scheduled sales events and lunches until further notice.

 

Viking

All guests who make reservations through April 30, 2020, can change their cruise date or cancel their cruise at any time up until 24 hours before their planned departure, without incurring cancellation fees.

In either case, you will be issued a voucher for future travel valid for 24 months, which can be used on a new reservation for any river, ocean or expedition cruise.

 

 

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