Coronavirus: cruise cancellation policies

Details of temporary changes to cruise line cancellation policies are as follows:

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.”

Coral Expeditions

Coral Expeditions has suspended all cruises until May 31.

In a statement, it said: “Though we have significant company cost commitments towards these trips we cannot avoid, we have applied 100 per cent of guest payments as a 24 month credit towards a future Coral Expeditions voyage. Our guests have accepted this arrangement with grace and understanding. Once we have clarity on our sailing commencement date following government advice, we will re-publish our sailing calendar and you can choose a departure that suits you.  Our reservations office will remain open as normal. We look forward to serving you onboard.”

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.”

In a statement, Regent reiterated two parts of its policy:

Regent Reassurance Policy Update
We introduced our Regent Reassurance Policy to give Travel Partners and their clients greater confidence. Guests who have paid in full have the option to cancel up to 48 hours prior to departure and will receive a 100 per cent Future Cruise Credit, which can be applied to a new booking within one year of cancellation on any Regent voyage that embarks on or before 31 December 2022. Regent have now extended the policy for new and existing bookings made through 31 May, 2020 for sailings departing through 31 December, 2020.

Commission on Future Cruise Credit
Regent Seven Seas Cruises recognises how diligently Travel Partners have been working during this crisis and how challenging the last two months have been for everyone. That is why we are protecting 100 per cent of Travel Partner commissions on any voyage we voluntarily suspended as well as protecting 100 per cent of their commissions for any cancellations under Regent Reassurance. We are also protecting commissions on the 100 per cent Future Cruise Credits when Travel Partners rebook their clients through the end of 2022. This includes those made for bookings cancelled by our temporary suspension of operations or for those earned under Regent Reassurance.


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 June 30, 2020.

In a statement, the Tor Hagen, the company’s chairman said: “We are using this period of non-operation as a time for additional training and initiatives to ensure we have the safest and healthiest fleet in the industry.

“As a private company we do not have to worry about quarterly profit expectations – and that flexibility allows us the ability to do what is best for our guests and our employees.”

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.  

Sam Ballard

Sam Ballard is the publisher of CRUISE ADVISER and has been writing about the cruise industry for a number of years. His CV includes the likes of shipping magazine International Cruise & Ferry Review and the digital publication Cruise News. He can be contacted on:sam@cruise-adviser.com.

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