We understand if the Coronavirus situation has led our mutual guests to think about cancelling their upcoming cruise but we want to reassure them that we do offer another option. We would like our mutual guests to still enjoy a holiday with us in the future, even if it’s not the one that they have currently got booked.
During this period of uncertainty, we have made some changes to our transfer policy as detailed below:
Outside of balance due date
We will remove all restrictions on our transfer policy for bookings outside of balance due date. All bookings can now be transferred free of charge regardless of:
- Value – bookings can be transferred to cruises of a lower value
- Previous transfers – guests will be able to transfer an unlimited amount of times
- Fare Type – this is allowed on any fare type
- New sailing date – the new booking no longer has to be within 1 year of the original
If the guest is still concerned about what to transfer their booking to, due to the unknown nature of the length of the Coronavirus outbreak, we will on a case by case basis allow for guests to hold their deposit in a Future Cruise Credit (FCC), please speak to our agent helpdesk.
In order to implement the above changes, please phone the Travel Agent Partnership Helpdesk as you will not currently be able to transfer bookings outside of the usual policy online and will need authorisation for a Future Cruise Credit.
Inside of balance due date
If a guest is concerned about travelling within balance due date due to Medical Reasons we are now able to look at transferring the booking, if they can provide a letter from a medical practitioner/Doctor on headed paper which confirms that they are unfit to travel on their cruise. The booking would be transferred as per the revised terms listed above for ‘outside of balance due date’ bookings.
If the guest is still concerned from uncertainty on what to transfer their booking to due to the unknown length of the Coronavirus outbreak, we will on a case by case basis allow for guests to hold their deposit in a Future Cruise Credit (FCC).
Once the guest has provided you with the letter as detailed above, please use the following process:
- Send the letter via email to email@example.com
- For transfers: in the subject header detail the booking reference and ‘Transfer due to medical’
- For future cruise credits: in the subject header detail the booking reference and ‘cancel due to medical’
We will then review each booking on a case by case basis, at which point the Partnership Team Helpdesk will be in touch to confirm evidence has been received and complete the next steps.
We will not be proactively communicating the above so please do not share this document with your guests, this is for a reactive use. We have however issued reassurance messaging which can be shared with your guests.
These interim conditions are live with immediate effect and they will continue until you are given notice that they are withdrawn.