//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 and April 30, 2020, including travel dates up to February 28, 2021, will have amendment and cancellation fees waived. Clients will only be required to cover the cost of any airline, hotel or other third party supplier charge if applicable.

G Adventures

G Adventures has suspended all tours departing between 16 March and May 31, 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.

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.

Kuoni Flex is available on holidays to 16 destinations, including Mauritius, the Maldives, Thailand, Bali, Sri Lanka, the Caribbean, Mexico, South Africa, Zanzibar and Greece. It also includes selected group tours to India, the popular Taj Tour and Kerala Explorer.  

Premier Holidays

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

Rocky Mountaineer

Rocky Mountaineer has suspended all train departures until July 1.

Guests who were booked on suspended departures will receive a future travel credit for 110 per cent of the value paid. It can be used between this year and 2022.

Saga

Saga Holidays will not be operating until May 1, 2020.

The company has introduced a new ‘Peace of Mind’ policy for customers who are affected by the cancellation of holidays up until April 30 and those who wish to transfer a holiday up until June 30.

They are offering £100 per person off any river cruise, ocean cruise partner or European holiday, or £200 per person off any long-haul holiday. They 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 four weeks prior to departure. The deal is only valid on bookings based at any of its 43 Bay, Coast & Country or Country Living Hotels across the UK.

Shearings Holidays is also offering a guaranteed 10 per cent off all UK holidays departing in April and May.

Titan

Titan has suspended all tour and cruise departures until April 30, 2020 and has said it will provide “flexibility” on departures in May and June.

The company said in a statement: “Under this new policy, all clients due to travel with Titan up to the end of June 2020 will be given the option to postpone their departure or transfer onto another holiday from September 2020 until December 2021, subject to availability, with no cancellation fee, land or airline penalties.”

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.

Cruise lines

A-Rosa

A-Rosa River Cruises has temporarily suspended all its cruises on the Danube, Rhine, Rhone, Seine and Douro up to and including April 14, 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 re-booking to a later date in either the 2020 or 2021 season and guests will receive an additional on board 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 May 31, 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 receiving 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.

Azamara, Royal Caribbean, Celebrity & Silversea

In a statement, Royal Caribbean Cruises, which operates Royal Caribbean International, Celebrity Cruises, Azamara and Silversea, said: “Given global public health circumstances, Royal Caribbean Cruises Ltd has decided to extend the suspension of sailings of our global fleet.

“We are working with our guests to address this disruption to their vacations, and we are genuinely sorry for their inconvenience. We are also working with our crew to sort out the issues this decision presents for them.

“We expect to return to service on May 12, 2020. Because of announced port closures, we expect to return to service for Alaska, Canada and New England sailings on July 1, 2020.”

Celestyal

Celestyal has suspended all cruises between now and April 30, 2020. The company will recommence sailings on May 1, 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 cruises until April 15, 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 April 24, 2020.

All affected passengers will be offered an future cruise credit voucher of 125 per cent of the value of their cruise, plus added value benefits. This credit voucher 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 cancelled ocean voyages up to and including the May 3 (Crystal Serenity) and May 18 (Crystal Symphony) departures. Crystal has cancelled river voyages up to and including the April 23 (Crystal Bach), April 24 (Crystal Debussy), April 25 (Crystal Mahler) and April 24 (Crystal Ravel) departures. Crystal has cancelled Crystal Esprit’s voyages up to and including the April 26 departure.

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 (Ocean, River, Yacht or Expedition) 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 suspended any new cruises until May 15, 2020.

P&O is offering all guests impacted by the suspension a 125 per cent future cruise credit, which must be used by the end of March 2022.

Emerald Waterways/Scenic

The Scenic Group (Scenic Luxury Cruises & Tours and Emerald Cruises) has suspended all river cruise operations until April 30, 2020.

For guests whose river cruise departures are within this period of suspended operations, the Scenic Group is offering the choice of either a future travel credit valued at 125 per cent of the booking, or the option of a refund to the value of the amount paid. Guests choosing a future travel credit will have up to 24 months to travel on a Scenic Group river cruise.

Guests with a departure on or after June 1, 2020 can transfer their booking to an alternate departure without penalty up to 30 days prior to departure.

Fred Olsen Cruise Line

Fred Olsen Cruise Line has suspended its operations until May 23, 2020. Brabant, the line’s river ship, will resume its itineraries from April 23, 2020.

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 May 31, 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.

Hurtigruten

All guests booked on cruises between March 12 and June 30, 2020 can rebook their cruise for free on any coastal or expedition sailing between July 1, 2020 and July 1, 2021. Rebooked cruises will receive a 10 per cent discount on top of the 100 per cent cruise fee.

If clients booked their flights through Hurtigruten, the voucher also covers flights. Vouchers are valid until July 1, 2021.

Marella Cruises

Marella Cruises has suspended all cruises until April 16, 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 May 29, 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 May 10, 2020.

“The safety, security and well-being of our guests and crew is our highest priority.  With the Covid-19 coronavirus 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 the end of April. Paul Gauguin Cruises is offering a future cruise credit valid for 18 months. 

Ponant

Ponant has suspended cruises until May 7, 2020.

In a statement, the line said: “New bookings made on sailings departing in 2020 will only require a 10 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 suspended operations until May 10, 2020.

The line has extended its Cruise with Confidence offer to departures up to July 31, 2020, allowing guests to cancel up to 48 hours before sailing. They will receive a future cruise credit to the value of the cancellation fee. The line has also extended their offer of a 60-day final payment date.

For cruises departing between August 1 and October 15, 2020, guests can cancel up to 30 days before sailing and receive a future cruise credit to the amount of their cancellation fee.

Riviera Travel

Riviera has suspended all holidays until April 23, 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.”

Saga

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

Passengers booked during this period are being offered a future cruise credit to the value of the cruise plus 25 per cent. This means that if passengers choose to amend a booking to a future date, they will receive the full amount paid for the cruise, plus an extra 25 per cent that will be transferred to that booking. 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 due to depart up until May 14, 2020.

Seabourn guests on impacted voyages will receive a 125 per cent refund of the fare paid in the form of a future cruise credit, which can be applied toward any future cruise through December 31, 2021

Titan

Titan has suspended all tour and cruise departures until April 30, 2020 and has said it will provide “flexibility” on departures in May and June.

The company said in a statement: “Under this new policy, all clients due to travel with Titan up to the end of June 2020 will be given the option to postpone their departure or transfer onto another holiday from September 2020 until December 2021, subject to availability, with no cancellation fee, land or airline penalties.”

Uniworld

Uniworld has suspended all European itineraries until April 23, 2020, offering booked guests the opportunity to move their reservation to another itinerary in 2020 or 2021. They also have the option to receive a future cruise credit, which is eligible for the next 24 months.

All Egypt itineraries have been suspended until May 1, 2020.

In a statement, Uniworld said: “If you have a booking on one of these suspended voyages, please know that you may rebook your travel dates to any 2020 or 2021 cruise or receive a future cruise credit eligible to be used during the next 24 months.”

Viking

Viking has suspended all ocean and river cruises until April 30, 2020.

In a statement, the Tor Hagen, the company’s chairman said: “For those guests whose cruise falls within this window of suspended operations, we are offering the choice of a future cruise voucher valued at 125 per cent of all monies paid to Viking or a refund equal to the amount paid.

“Guests will have 24 months to use their future cruise voucher to make a new reservation on any river, ocean or expedition cruise. For additional flexibility, if you are unable to use your voucher, we will automatically send you a refund equal to the original amount paid to Viking after the voucher expires. These future cruise vouchers will also be fully transferable.”

Virgin

Virgin Voyages has delayed its showcase tour and inaugural season until July 15, with its maiden voyage taking place on August 7, 2020.

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. The pause begins with cruises embarking on March 14 and includes those through to April 30, 2020.

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.  

AmaWaterways has suspended the operations of its European river cruise fleet and delayed the start of its 2020 European sailing season until April 26, 2020. It has also suspended its Mekong River cruises from March 23.

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 receiving a full monetary refund.

The Future Cruise Credit is applicable on all European or Mekong River cruise sailings any time before December 31, 2022.

Azamara, Royal Caribbean, Celebrity & Silversea

Given global public health circumstances, Royal Caribbean Cruises Ltd. has decided to suspend the sailings of our fleet globally at midnight tonight.

We will conclude all current sailings as scheduled and assist our guests with their safe return home.

As with our announcement yesterday regarding U.S. sailings, we expect to return to service on April 11, 2020.

Celestyal

Celestyal has suspended all cruises between now and April 30. The company will recommence sailings on May 1, 2020.

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.

Cruise & Maritime Voyages

CMV has suspended all cruises until April 24.

All affected passengers will be offered a full refund or an attractive future cruise credit of 125 per cent of the value of their cruise. This credit can be used against the best deal of the day including the current 2021 Buy One Get One Free Offers & 2020 late saver deals.

Crystal

Cruises on Crystal Symphony suspended until May 8 and Crystal Serenity until April 21. 

Cunard & P&O Cruises

P&O Cruises and Cunard have suspended any new cruises until May 15, 2020.

P&O is offering all guests impacted by the suspension a 125 per cent future cruise credit, which must be used by the end of March 2022.

Emerald Waterways/Scenic

The Scenic Group (Scenic Luxury Cruises & Tours and Emerald Cruises) has today announced it will temporarily suspend all river cruise operations until 30 April 2020, as part of its response to the COVID-19 pandemic situation.

Glen Moroney, Scenic Group owner said “with the news of increasing virus cases in countries around the world, the health and safety of guests and crew is our primary focus. We will continue to ensure they come first and foremost in all our decisions”.

For guests whose river cruise departures are within this period of suspended operations, the Scenic Group is offering the choice of either a Future Travel Credit valued at 125 per cent of the booking, or the option of a refund to the value of the amount paid. Guests choosing a Future Travel Credit will have up to 24 months to travel on a Scenic Group river cruise.

Guests with a departure on or after 1 June 2020 can transfer their booking to an alternate departure without penalty up to 30 days prior to departure.

Fred Olsen Cruise Line

Fred Olsen Cruise Line has paused its operation until May 23. Brabant, the line’s river ship, will continue operating. In a statement the line said: “We are working very hard for you and promise that we will deal with each and every one of your questions as soon as we possibly can.”

Hurtigruten

All guests booked on cruises between March 12 and June 30, 2020 can rebook their cruise for free on any coastal or expedition sailing between July 1, 2020 and July 1, 2021. Rebooked cruises will receive a 10 per cent discount on top of the 100 per cent cruise fee.

If clients have booked their flights through Hurtigruten, the voucher also covers flights. Vouchers are valid until July 1, 2021.

Marella Cruises

Marella Cruises has suspended all cruises between  March 14 and 28, 2020.

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

MSC

MSC Cruises has suspended all sailings until May 29.

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

Norwegian Cruise Line Holdings Ltd has announced a voluntary suspension of all cruise voyages embarking between March 13 and April 11, 2020 for three of its cruise brands.

“The safety, security and well-being of our guests and crew is our highest priority.  With the COVID-19 coronavirus 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 inconveniencethat 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.”

Princess Cruises

Update: Princess Cruises has paused its operation from now until May 10.

Saga

Saga has suspended its ocean cruises onboard Saga Sapphire and Spirit of Discovery from March 15 2020 to May 1 2020.

Passengers booked during this period are being offered a future cruise credit to the value of the cruise plus 25 per cent. This means that if passengers choose to amend a booking to a future date, they will receive the full amount paid for the cruise, plus an extra 25 per cent that will be transferred to that booking. 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

Guests due to sail before July 31, 2020 can now cancel up to 48 hours before sailing and receive a future cruise credit. The credit will be 100 per cent of any payment already made.

Uniworld

Uniworld has suspended all European itineraries until April 23, offering booked guests the opportunity to move their reservation to another itinerary in 2020 or 2021. They also have the option to receive a future cruise credit, which is eligible for the next 24 months.

For bookings after April 23, guests can now cancel up to 14 days prior to their cruise and rebook on any 2020 or 2021 cruise without penalty or have the option to rebook with another TTC brand – from Trafalgar to Insight Vacations – for 2020 to 2021.

All Egypt itineraries have been suspended through 1 May. Uniworld said, if you have a booking on one of these suspended voyages, please know that you may rebook your travel dates to any 2020 or 2021 cruise or receive a Future Cruise Credit eligible to be used during the next 24 months.

Viking

Viking has suspended all ocean and river cruises until April 30. In a statement, the Tor Hagen, the company’s chairman said: “For those guests whose cruise falls within this window of suspended operations, we are offering the choice of a Future Cruise Voucher valued at 125 per cent of all monies paid to Viking or a refund equal to the amount paid. Guests will have 24 months to use their Future Cruise Voucher to make a new reservation on any river, ocean or expedition cruise. For additional flexibility, if you are unable to use your voucher, we will automatically send you a refund equal to the original amount paid to Viking after the voucher expires. These Future Cruise Vouchers will also be fully transferable.”

Virgin

Virgin Voyages has delayed its showcase tour and inaugural season until July 15, with its maiden voyage taking place on August 7, 2020. 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 as a result of the coronavirus pandemic. The pause begins with cruises embarking on March 14 and includes those through to April 30.