Scenic Group Travel Policy and Advisory Update: COVID-19

Our Reservation Centre is currently experiencing unprecedented high call volumes resulting in unusually long wait times. We appreciate you require updated information to finalise your future travel plans and we are working as quickly as possible to be able to provide the relevant details.

6 April 2020

OPERATIONAL UPDATES

We hope that you and your families are all well and adapting to the increased health and safety restrictions, required to contain the spread of the COVID-19 virus.

As the situation continues to escalate at a rapid rate in many countries, with Government lockdowns, travel restrictions and border closures, it has become impossible for us to operate our scheduled departures. This has required the temporary suspension of all Scenic Group (including Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours) operations for land tours, river and ocean cruises, up to and inclusive of 30 June 2020 and for all Oberammergau 2020 departures.

Our flexible policy for guests with bookings departing from 1 May to 30 June 2020:

To support your future travel plans, Scenic Group will be providing a Future Travel Credit for suspended departures.

If you hold a river or ocean cruise reservation during this period, Scenic will provide:

· A 110% Future Travel Credit for the full value of your Scenic booking, to re-book and travel by 31 December 2022

If you hold a land tour (including Egypt cruise tours) reservation during this period, Scenic will provide:

· A 100% Future Travel Credit for the full value of your Scenic booking, to re-book and travel by 31 December 2022

The flexible conditions for your Future Travel Credit are as follows:

· Valid for travel commenced through to 31 December 2022

· This can be applied to any booking within the Scenic Group (Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours)

· The credit can be applied to any existing booking or when re-booking your future travel

· Is fully transferrable to another guest

· Upon the expiry of the Future Travel Credit voucher on 31 December 2022, guests who are unable to travel may request a cash refund equal to the amount paid

· Scenic follows the Travel Industry regulations as provided by Consumer Protection British Columbia

Our flexible policy for guests with Oberammergau bookings departing in 2020:

The local authorities in Oberammergau have postponed the Passion Play until the summer of 2022 and we are waiting for the new dates to be confirmed.

If you have booked a Scenic river cruise and Oberammergau land package, then the following options apply:

· You can move your current 2020 booking and reserve a comparable 2022 Scenic river cruise, same suite category, with the Oberammergau land package at the 2020 pricing, or

· You can move to a 110% Future Travel Credit for the full value of your Scenic booking, to re-book and travel on any Scenic river cruise up to 31 December 2022

We are working closely with the Oberammergau organisation to arrange a 2022 river cruise itinerary including the Passion Play. These details will be communicated directly to guests and their travel agents as soon as they are available.

Our flexible booking and cancellation policy for guests with bookings departing from 1 July to 31 December 2020:

All guests with a booking to depart from 1 July 2020 and guests considering a booking after that date, have the option to transfer their booking to an alternate date without a Scenic fee, up to 30 days prior to departure. Scenic will waive all cancellation fees with the value of the booking applied as a Future Travel Credit and we will review the timing for the full payment when re-booking. Please note, if you choose to cancel or transfer there may be third party fees applicable, which will be at the guests own expense.

This allows guests more time to make decisions about their future travel plans. This policy will apply to all brands within the Scenic Group: Scenic Luxury Cruises & Tours, Scenic Eclipse, Emerald Cruises and Evergreen Cruises & Tours.

Most governments have implemented strict travel restrictions and border controls that limit the arrival of people who have travelled, visited or transited through other countries, beyond those currently within the Scenic Group policy as outlined above.

We will continue to monitor the changing global situation and remain committed to doing our best to assist with your concerns and adjusting travel plans.

On behalf of the Scenic team, we are here to support you during this challenging time and we look forward to exploring our precious world with you again very soon.

Frequently Asked Questions
Q. What is the current situation and when do you expect to operate again?
A.

We are closely monitoring the changing global situation and we continue to take guidance from government restrictions and advisories, including port and border closures. All our land tour, river and ocean cruise operations are temporarily suspended until 30 June 2020.

Q. What should I do next?
A. If your departure is suspended, or no longer operating as scheduled, then Scenic Group will send you an auto notification letter for the booking with the applicable Future Travel Credit details. We will automatically apply the Future Travel Credit 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.
Q. What is a Third Party Fee?
A. Third parties fees are incurred by Scenic Group when we contract other travel partners to help package your itinerary. This may include airlines, hotels, 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 Credit?
A. The Future Travel Credit provides flexibility for you to re-book a land tour, river or ocean cruise for travel in 2021 or 2022, as outlined in the policy applied for the date of departure for the reservation you are holding.

To provide additional flexibility you can choose to travel up to 31 December 2022. These Future Travel Credit vouchers are also fully transferrable to another guest, booking or another brand within the Scenic Group (including Scenic Luxury Cruises & Tours, Scenic Eclipse, Emerald Cruises and Evergreen Cruises & Tours). After this period, if the voucher is not redeemed and you do not travel, then you may request a cash refund.
Q. What if I choose not to take a Future Travel Credit?
A. If you choose not to take up the option of the Future Travel Credit, you can opt to cancel your booking under our standard terms and conditions.
Q. Why is the Land Tours Future Travel Credit Value only 100%?
A. Land tours which are operated by Scenic Group have itinerary inclusions that are provided by partners such as airlines, hotels, restaurants and coaches. Therefore, Scenic is required to recover these third party costs and we are unable to pass on any additional Future Travel Credit above the 100% value for your booking.
Q. What if I have an Egypt Cruise and Tour?
A. Similar to the Scenic Group land tours, the Egypt cruise component is provided by a third party partner. Thus, the Future Travel Credit is only applicable at 100%, as we need to recover these costs.
Q. What if my booking is part of a Group or Charter?
A. The policies detailed on this page are for independent travel bookings only. If you have a booking which is part of a group or charter, please contact your travel agent (advisor) or Scenic directly for the applicable policy.
Q. What is the Consumer Protection BC act?
A. Consumer Protection BC requires that cash is held in trust, customer deposits represent customer funds received in advance of their tour and which are not released into the Company’s general funds and recognized as revenue until the customer returns from their tour. https://www.consumerprotectionbc.ca/
Q. What if I have a booking which departs from 1 to 30 April 2020?
A. Scenic Group prior notifications for departures during April 2020 will remain the same.

If you hold a Europe and Asia river cruise reservation during this period, Scenic will provide a 125% Future Travel Credit for the full value of your Scenic trip to be used for a river or ocean cruise within the next 24 months based on the date of cancellation up to 31 March 2022.

If you hold a Scenic Eclipse ocean cruise reservation during this period, Scenic will provide a 110% Future Travel Credit for the full value of your Scenic trip, to re-book on any ocean or river cruise, and travel within the next 24 months up to 31 March 2022.

If you hold a land tour reservation during this period, Scenic will provide a 100% Future Travel Credit for the full value of your Scenic trip, to re-book and travel within the next 24 months up to March 202
Read our statement from the Scenic Group Chairman and Founder, Glen Moroney, here.


We appreciate that the situation is constantly evolving and it can be quite overwhelming. We will continue to update you as much as possible through our websites. If you have any further questions please contact our Reservations Centre and we appreciate your patience as there may be delays due to the unusual higher volume of calls.