//Coronavirus: cancellation policies

Coronavirus: cancellation policies

Details of temporary changes to cancellation policies are as follows.

Tour operators

Exsus Travel

Guests who have made bookings between March 12, 2020 until July 31, 2020, which include travel up until March 31, 2021, we will waive our own amendment and cancellation charges, and clients will only be required to cover the cost of any applicable airline, hotel and other third party supplier charges.

G Adventures

G Adventures has suspended all tours until July 31, 2020. G Expedition sailings will be cancelled until August 31.

G Adventures is following the guidance from ABTA for all UK travellers affected by the tour suspensions. All UK travellers booked on a tour departing up to July 31, 2020 who do not wish to rebook their trip to a later date will receive a fully-protected Refund Credit Note for 100% of the amount paid for all booked tour services, including pre- and post-night accommodation and transfers, as well as an additional 10% travel credit as a gesture of goodwill, to be used on any tour departing up to two years from the end of the month of their tour’s suspension. If the traveller desires a cash refund this will be provided to them as soon as possible, and no later than 31 January 2021, with their money remaining financially protected via their Refund Credit Note in the interim.

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Gold Medal / Travel 2

Agents booking new packages this month (March) with either tour operator will be able to amend or cancel their package holiday booking at no charge.

If Only

If Only guests who book between March 10 and March 31, 2020 have the flexibility to cancel if their circumstances change.

Intrepid

Intrepid Group is suspending Intrepid Travel and Peregrine Adventures tours globally from March 16 until May 31, 2020. Customers booked to travel on an Intrepid Travel or Peregrine Adventures tour during this time will receive a credit valued at 110 per cent, which will be valid for two years.

Kuoni

Kuoni’s new initiative Kuoni Flex runs until March 31 and allows guests to switch their holiday to alternative travel dates without charge up to seven days before departure. It is available on holidays to 16 destinations and also includes select group tours to India.  

Premier Holidays

Guests booked before May 31, 2020 can delay their holidays until 11 weeks before their original departure date and rebook their trip for a date within 11 months.

Riviera Travel

Riviera has suspended its river cruise and tours programme up to and including April 23, 2020. Any customers departing up to and including April 23 have the option of a full refund. Any holidays departing after this date will be subject to the relevant cancellation charges.

Rocky Mountaineer

Rocky Mountaineer has suspended all train departures until July 1. Guests who were booked on suspended departures will receive travel credit of 110 per cent of the value paid that can be used until the end of 2022.

Saga

Saga Holidays will not be operating until June 1, 2020. The company has introduced a new Peace of Mind policy that enables customers to postpone their departure and transfer onto another holiday. It is offering £100pp off any river cruise, ocean cruise partner or European holiday or £200pp off any long-haul holiday. It will also offer a full refund if customers choose not to rebook.

Shearings

The company has introduced UK Flexi Holidays, where customers can amend their departure date free of charge up to two weeks prior to departure. The deal is valid on bookings based at any of its 43 Bay, Coast & Country or Country Living Hotels across the UK. 

Titan
Titan has suspended all touring and cruise departures up to 01 June 2020. All travellers affected will be issued with a Refund Credit Note which can be used to rebook their holiday with the following discount options under Titan’s ‘Peace Of Mind’ policy, with no cancellation or amendment fee:£50pp off any UK short break: £125pp off any river cruise or European tour (excluding UK short breaks); £200pp off any ocean or long-haul tour. A refund process is also available. If customers don’t use their Refund Credit Note by 31 July 2020, they’ll be entitled to request a full monetary refund.

Cruise lines

A-Rosa

A-Rosa River Cruises has suspended all its cruises on the Danube, Rhine, Rhone, Seine and Douro up to and including May 7, 2020. In a statement, A-Rosa said: “We are currently liaising with all our tour operator and travel agency partners to provide them with all the latest information for their customers. We are offering free rebooking to a later date in either the 2020 or 2021 season and guests will receive an additional onboard credit of €50 per person. They will also receive a special discount of 30 per cent off a future A-Rosa cruise.”

AmaWaterways

AmaWaterways has suspended operations until June 30, 2020. Guests who were booked on a cruise that is being cancelled have the option of receiving a future cruise credit, equal to 115 per cent of the value of all services purchased through AmaWaterways, or a full monetary refund. The future cruise credit is applicable on all European or Mekong river cruise sailings any time before December 31, 2022.

APT Touring

APT is suspending cruises until May 31, 2020. APT said its future holiday credit is equal to 100 per cent of the value of the booking if paid in full. If not paid in full, the deposit will be held in credit with no fees. Credit is valid for travel on any APT or Travelmarvel tour or cruise up until the end of 2021. Credit can be used for multiple bookings if desired for the original traveller. Credit can be partly transferred to a person accompanying clients on the alternative trip. It is not transferable to another person, nor is it redeemable for cash.

Celestyal

Celestyal has suspended all cruises between now and July 30, 2020. In a statement, the line said: “For all named and fully paid guests impacted by this temporary suspension, Celestyal will offer the choice of either a future cruise credit valued at 120 per cent of original booking value or a refund of original amount paid. Guests will have until the end of December 2021 to use their credit against any of our itineraries. Anyone that has not used their credit within the specified period, will automatically receive a refund equal to the original amount paid to Celestyal.”

CroisiEurope

CroisiEurope has postponed all Europe cruises until May 16, 2020. In a statement, the line said: “Our passengers who are impacted by these changes will receive full credit and be able to apply this credit to a cruise at a future date and, in addition, receive a voucher for £150 per person for a future cruise (booked on individual basis).

“For all new bookings made between March 16 and May 1, 2020 for all departures until August 31, 2020, our passengers may cancel free of charge up to 30 days from their departure date (excluding booking fees and any ancillary charges).”

Cruise & Maritime Voyages

Cruise & Maritime Voyages has suspended all cruises until May 24, 2020. All affected passengers will be offered a future cruise credit of 125 per cent of the value of their cruise, plus added value benefits. The credit can be used against the best deal of the day, including the current 2021 buy-one-get-one-free offers and 2020 late-saver deals.

Crystal

Crystal has suspended all ocean, river and yacht sailings until the end of June. Crystal is offering a 100 per cent refund of cruise fare, port charges, taxes and fees paid, and any air and hotel packages booked through Crystal, or a future cruise credit equal to 125 per cent of the cruise fare paid – valid on any Crystal experience embarking until December 31, 2022 – along with a refund of port charges, taxes and fees, and air and hotel packages booked through Crystal. If guests are unable to redeem the future cruise credit by December 31, 2022, they may request a refund of the original cruise fare paid.

Cunard & P&O Cruises

P&O Cruises and Cunard have extended their cancellations until July 31. Guests with a holiday booked on either line up to and including July 31 this year will automatically receive a 125 per cent future cruise credit (FCC). FCCs may be used for any sailing up to the end of March 2022.

Emerald Waterways/Scenic

The Scenic Group (including Scenic Luxury Cruises & Tours and Emerald Cruises) has announced it will suspend operations for land tours, river and ocean cruises up to 31 August 2020. Scenic Eclipse sailings will be suspended until 30 September 2020.

The Scenic Group is offering booked guests a flexible ‘Future Travel Credit’ valued at 110 per cent of monies deposited on any affected river and cruise booking and 100 per cent of monies deposited on any affected land tours. Guests will be offered a Future Travel Credit that can be applied to any new or existing booking across the portfolio of brands through to 30 June 2023. The Future Travel Credit is fully transferrable to another guest. Should a guest be unable to travel by 30 June 2023, they will be given a refund.

Fred Olsen Cruise Line

Fred Olsen Cruise Line has suspended its operations indefinitely and cancelled the first five sailings on board Brabant, the line’s river ship.

The line’s managing director, Peter Deer, said in a statement: “At this stage I am not able to confirm a date when we can expect to resume normal operations, as what I don’t want to do is set an expectation and not be able to deliver what we promise.

“What I can say is that we are keeping a very close eye on the latest guidance from the relevant authorities, including the UK government and Public Health England, as well as overseas policies.

“We are very clear on our position that we will not resume cruising until we know that it is safe for us to do so. The safety of our guests and crew is always our utmost priority, and this is especially true now. All guests on affected cruises will be notified with at least 30 days’ notice before their cruise was due to depart.

“It is regrettable that we won’t be welcoming guests back on board at the end of May as we had initially hoped, but we can’t wait to start sailing again as soon as the world is ready for us to do so.”

The line has updated its Booking Reassurance Guarantee, so that it extends to all cruises departing in 2020. Guests can transfer to any 2020/21/22 cruise by giving at least 14 days notice prior to departure.

G Adventures

G Adventures has suspended all tours until June 30, 2020. This excludes the Norwegian Expedition departure – Norwegian Arctic Encompassed on May 29, 2020. Any traveller booked on a tour departing between those dates will be eligible for a 110 per cent travel credit of all land services, including pre or post nights and transfers, which can be used on any tour departing within the next two years.

Holland America Line

Holland America Line has cancelled all cruises in Alaska, Europe and Canada/New England for 2020.

Guests who have paid in full will receive a 125 per cent future cruise credit of the base fare paid. Those who have not paid in full will receive a future cruise credit double the amount of the deposit paid for the cruise cruise.

Hurtigruten

Hurtigruten has suspended its global expedition cruise operations until June 16 for coastal cruises. Its Alaska season has been cancelled. 

Marella Cruises

Marella Cruises has suspended all cruises until July 30, 2020.

In a statement the line said: “All customers affected will be proactively notified and automatically issued a full refund.”

MSC Cruises

MSC Cruises has suspended all sailings until July 10, 2020. 

MSC Cruises UK & Ireland is offering guests affected by the cancellations a future cruise credit of 125 per cent to be used on a future cruise through to the end of 2021.

Norwegian Cruise Line, Oceania & Regent

The three Norwegian Cruise Line Holdings Ltd brands have suspended operations until July 31, 2020.

“The safety, security and well-being of our guests and crew is our highest priority.  With Covid-19 impacting communities around the globe, we have enacted a voluntary temporary suspension of cruise voyages across our brands effective immediately,” said Frank Del Rio, president and chief executive officer of Norwegian Cruise Line Holdings Ltd. “We understand the inconvenience that this disruption may cause our guests and travel partners during these quickly evolving and challenging times, and we appreciate their understanding as we partner with local, state, federal and global agencies to combat the spread of Covid-19.”

Paul Gauguin

Paul Gauguin has cancelled sailings up until June 5, 2020. Paul Gauguin Cruises is offering a future cruise credit valid for 18 months. 

Ponant

Ponant has suspended cruises until at least May 15, 2020. In a statement, the line said: “New bookings made on sailings departing in 2020 will only require a ten per cent deposit. Guests may cancel up to 30 days prior to departure without penalty. Additionally, for new bookings on 2020, 2021 and 2022 sailings, guests may cancel up to 90 days after confirmation and receive a full refund or a future cruise credit.

“For existing bookings, final payment is relaxed by 30 days. For example, if final payment was due 60 days before departure, it is now due 30 days before.”

Princess Cruises

Princess Cruises has cancelled its summer 2020 season.

Guests currently booked on these cancelled voyages, who have paid Princess in full, will have the option to receive a Future Cruise Credit (FCC) equivalent to 100 per cent of the cruise fare paid plus an additional bonus FCC equal to 25 cent of the cruise fare.

For guests who have not paid in full, Princess will double the deposit, providing a refundable FCC for the money currently on deposit plus a matching bonus FCC that can be used on any voyage through May 1, 2022. The matching bonus FCC will not exceed the base cruise fare amount of the currently booked cruise and will have a minimum value of £100 per person.

Riviera Travel

Riviera has suspended all holidays until June 1, 2020. In a statement, the company said: “If our mutual customers are departing before this date you will receive a email asking you to contact our reservations team on 01283 744370 to discuss their options. With the situation changing all the time we are monitoring it closely and will update further accordingly.”

Royal Caribbean Cruises Ltd: 

Azamara, Celebrity Cruises, Royal Caribbean, Silversea, TUI Cruises and Pullmantur

Royal Caribbean Cruises, which operates Royal Caribbean International, Celebrity Cruises, Azamara and Silversea has extended its cruise suspensions until at least August 1, 2020.

Saga

Saga has suspended its ocean cruises onboard Saga Sapphire and Spirit of Discovery until July 1, 2020.

Passengers booked during this period are being offered a future cruise credit of the value of the cruise plus 25 per cent. Alternatively, they can receive a voucher for this amount to be redeemed against any future Saga cruise. This future cruise credit will last for a period of 24 months.

If for any reason passengers are unable to use the future cruise credit, Saga will automatically issue a refund equal to the original amount paid for the cruise when the voucher expires. Alternatively, Saga can issue a refund in full, equal to the amount paid.

Seabourn

Seabourn has cancelled all cruises until the following dates:

  • Seabourn Odyssey: paused through the Europe season through November 20.
  • Seabourn Sojourn: paused through Alaska/British Columbia season through October 13.
  • Seabourn Quest: paused through the Canada/New England season through November 6.
  • Seabourn Encore: paused through the Europe season through October 19.
  • Seabourn Ovation: paused through Europe season through November 6.

Guests with impacted cruises will receive a future cruise credit. If they’ve paid in full they will receive 125 per cent credit of the cruise base fare. If a deposit has been paid guests will receive 125 per cent of the deposit paid, plus $300 on board credit per suite.

Viking

Viking has suspended all ocean and river cruises until August 31, 2020.

The line is offering 125 per cent future cruise credits. Passengers requiring cash refunds are being advised to contact the company’s UK office by June 12.

Virgin

Virgin Voyages has delayed its showcase tour and inaugural season until October 17. The company is offering various options for those already booked – from full refunds and voyage credits to “extra special bonuses for those who book future sailings”.

Windstar

Windstar has temporarily suspended its operations until the following:

  • Wind Spirit – September 3
  • Star Breeze – October 27
  • Wind Surf – November 29
  • Wind Star – January 16, 2021
  • Star Legend – March 1, 2021
  • Star Pride – July 5, 2021

Guests on cancelled cruises receive the choice of a future cruise credit valued at 125 per cent of all monies paid to Windstar Cruises or a refund equal to the amount paid on the Windstar booking. Guests have 24 months to book and embark on any available Windstar cruise using their future cruise credit. In addition, Windstar has launched a new Travel Assurance Booking Policy, which is applicable to new and existing cruises departing through December 31, 2021. Travellers who cancel a cruise booking up to 15 days prior to departure will receive a 100 per cent future cruise credit to be used on another Windstar departure within one year of the issue date of the credit. The offer is for cruise fares only.