Extension to the pause up to and including 15 October 2020
Update – 02 June 2020
Phasing our ships back into service and changes on board
Our current focus is not a specific date from which we can resume operations, but close coordination with all relevant public health bodies to approve further enhancement of our already stringent health and safety measures.
As a business our operational focus is not “when can we resume sailing?” but is instead “how can we develop a comprehensive restart protocol that will keep everyone on board, crew and guests, safe and well and still give our guests an amazing holiday?”.
We are working with government and industry bodies at the highest possible level, such as Public Health England and the U.S. Centers for Disease Control and Prevention (CDC), to review every aspect of a holiday with us and establish a framework of policies and procedures. Our aspiration is to be adopting best practice in managing COVID-19 within the travel industry.
Unfortunately, as the world continues to adapt to this global crisis, we have made the decision, difficult as it is, to extend our pause in operations for all sailings up to and including 15 October 2020. We are so sorry for the disappointment this will cause to so many of you.
Anyone who was booked on these cancelled sailings will receive an enhanced Future Cruise Credit (FCC) which gives an additional 25% on top of the amount paid for your holiday.
There’s no need to contact us; your FCC will be automatically applied within the coming weeks against each individual on the booking.
We have amended our systems so that those guests with the enhanced 125% Future Cruise Credit may now redeem it online without the need to call us.
Following feedback from many of you who already have a holiday booked for 2021, you have until the end of December 2021 to put your FCC towards a booking for any holiday we have on sale at that time. We do not yet know when the rest of our 2022 and 2023 holidays will go on sale but this will give you additional flexibility and choice for your future holidays with us.
FCCs may now be used to upgrade your booking or cabin, or to book a second cabin on any existing booking. They may also be gifted or transferred to someone else. This option will also be available until the end of December 2021.
We are also introducing a 5% deposit◊ for new bookings made between 27 May and 29 June 2020. The offer is available on applicable Early Saver and Select Price holidays of 19 nights or fewer from January 2021. Find out more here.
If, for any reason, the enhanced 125% Future Cruise Credit offer does not meet your needs, please let us know. We are unable to facilitate any such queries via our Customer Contact Centre at this time.
We want to apologise to those of you who are still waiting for refunds, particularly at a time of financial constraints. The new technology and systems we have adopted are rapidly improving matters and we continue to make further progress on a daily basis. We continue to thank you for your patience and forbearance at this difficult time.
Along with the rest of the world, we will adapt to address life’s ‘new normal’. When the time is right, we will be ready to resume our tradition of providing amazing holiday experiences.
For years, we have had in place many of the protocols now considered advisable for other social gathering venues, such as hand-sanitising stations and rigorous cleaning and disinfecting procedures. For years, we have also gone beyond those protocols by having you complete a health declaration form and having a comprehensive medical facility on board each ship providing 24/7 medical care and treatment. During the recent crisis, we added robust health screening upon embarkation, starting with thermal scanning of guests and crew.
Along with the rest of the world, we will adapt. We will work closely with medical experts and global authorities to help us determine the best way to move forward while honouring our highest responsibility – the health, safety, and wellbeing of our guests, crew and communities we visit, along with compliance and environmental protection.
We have always taken such pride in our standards of cleanliness and hygiene before COVID-19, but when we return there will be enhanced protocols approved by hospitality and national public health authorities. This will ensure we continue to have in place high levels of cleanliness across every single aspect of public areas, crew living areas, every item of furniture in cabins and everywhere on board; as well as approved safety standards for the service of food and drink, entertainment and experiences on board and on shore.