26 March 2020
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.
Our commitment to the health, well-being, and safety of our guests and our employees remains at the core of everything we do. However, with the worsening global situation along with increasing government restrictions including port and border closures, the ability to operate some of our trips as normal is no longer possible.
Therefore, Scenic Group (of which Emerald Waterways is part of) has made the difficult decision to suspend the following cruises.
Cancellations until 30 April 2020 Europe & Asia River Cruise operations only*
If you hold a river cruise reservation during this period, you will receive a 125% Future Travel Credit for the full value of your Emerald Waterways trip to be used for a river or ocean cruise within the next 24 months based on the date of cancellation,
Emerald Waterways will cover any third party fees that have booked through us (i.e. Emerald Waterways booked flights, pre/post/land tours, etc.). Guests are to pay for all other third party fees, or claim these fees through their travel insurance
Our cancellation policy for guests with bookings departing from 1 May to 31 May 2020*
For any guest departing from 1 May to 31 May 2020, Emerald Waterways will waive our cancellation fees with the value of the bookings applied as a future travel credit. We are allowing guests to change or transfer their booking up to 14 days prior to departure for river and ocean cruise bookings, and up to 30 days prior to travel for land tours.
For current river cruise, ocean cruise and land journey 2020 bookings departing 1 May to 31 May 2020, the future travel credit is valid for travel up to 31 December 2021.
Our cancellation policy for guests with bookings from 1 June 2020 to 31 December 2020*
All currently booked guests with a departure on or after 1 June 2020 and guests considering a booking after that date, have the option to transfer their booking to an alternate departure without Emerald Waterways fee*, up to 30 days prior to departure. Emerald Waterways will waive all cancellation fees with the value of the booking applied as a future travel credit. Any third party fees are 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, Emerald Cruises, Scenic Eclipse, Evergreen Cruises & Tours.
*Please note that Russia and Dalmatia are classified as third party and are not included in the above policies. Please contact us for more details.
Some governments have implemented wider restrictions that limit the arrival of travellers who have travelled from/visited or transited through countries, beyond those currently within the Scenic Group policy as outlined above. We recommend that you check the current travel policy of your final destination with relevant government authorities within your region for further details.
For further and current information, we recommend visiting the below sites:
We are closely monitoring the changing global situation and remain committed to doing our best to assist with your concerns and adjusting your travel plans. The travel industry and Scenic Group have experienced challenging periods in the past. We are very resilient and focused on managing this situation, to ease concerns and ensure more time for you to change your travel plans with Scenic.
We greatly appreciate your continued support and look forward to welcoming you back to travel with us.