We understand that you may have questions in relation to your booking during these unprecedented times. Below are some of our most frequently asked questions to help you.
When will I be able to speak to you about my booking?
If your booking has been affected by any cruise line suspensions we will contact you, initially by email to advise you of the options available to you.
We have a dedicated team whose sole responsibility is looking after these bookings and we are working through these in departure date order. We are currently working to support our customers who were due to depart within 14 days and will contact you as soon as we can.
For unaffected sailings, we also have a team working through making amendments to your existing bookings and will contact you to discuss your options.
Why am I being told refunds will take so long?
We are working with cruise lines to process your refund as quickly as possible, however, the time we take to refund you is dependent upon the time taken for the cruise line to process your refund. This varies by the cruise line and in some instances is up to 120 days from the date your cancellation was processed due to the unprecedented volumes they are currently dealing with.
Apologies if you were originally advised that we could process this more quickly, as more sailings have been cancelled the cruise lines are dealing with increasing numbers of requests to process which is delaying refunds being issued to us so we can then pass this refund on to you.
When your cruise line refunds the amount to us, we will process this and refund to you via your original payment method.
If you have booked with P&O Cruises or Cunard you will be refunded directly, this will come via cheque and sent to your home address given on the booking and turnaround could be up to 90 days.
We assure you that we are continuing to work with our cruise lines and travel partners to process your holiday cancellation and refund as efficiently as possible. Please bear with us and we are sorry for the delay, we are doing our best to get the refunds to you as soon as possible.
In some instances we will issue a Refund Credit Note to provide you with financial protection whilst your refund is being processed. Please see our information on Refund Credit Notes.
I spoke with the Cruise Line and they told me they have sent my money back to you?
Once we have received funds from the cruise line, we will process your refund as quickly as possible.
On a package booking (cruise, flights and hotel) we will issue your refund once we have received all funds from all suppliers used for your holiday.
What is a Future Cruise Credit and what are the benefits of taking it?
A Future cruise credit or FCC is a monetary credit for you to use to pay towards a new cruise booking. Much like a credit note or voucher, and the good news is most of the cruise lines are offering generous additional cruise credit to use towards your next cruise booking. Find out more here.
If my balance is due my holiday this year, do I still need to pay?
Cruise line suspended sailings:
If your sailing has been suspended by your cruise line and your balance has not been paid in full, you are not required to pay the remaining balance. However, in many cases it may be beneficial to do this as your cruise line may offer a generous Future Cruise Credit for a future booking which is only available if the full balance has been paid. In these cases, we will contact you to confirm the options available so you can decide which option is best for you.
Scheduled sailings:
If your sailing is still scheduled, then you are required to pay your balance as confirmed in our payment terms and normal cancellations terms will apply. However, many cruise lines are offering flexible terms allowing you to take Future Cruise Credit or transfer your booking to a future date. If you would like to discuss these options, please contact our customer service team.
Balance payment is now due:
If you have already advised us that you would like to change your booking, we are currently working through these requests in order of departure date. You are not required to make any additional payment whilst this is being completed and we will contact you as soon as possible to finalise these changes.
I have a future booking that has not been affected by sailing suspensions, what are my options if I don’t want to travel?
We have a dedicated team who are here to help and ensure you still get a holiday whether it is this year or next.
Many of the cruise lines have introduced more flexible policies to allow customers to amend their booking or take Future Cruise Credit. If you would like to look at amending your current booking to a future sailing date we are more than happy to help with this and you can contact us on 0808 250 0913. We are currently supporting customers who were due to depart within 14 days.
Read more on our Travel Updates & Advice here.