We want to keep all our customers up to date with the latest travel advice and any changes that could affect their current or future booking with us. We have gathered the most up to date information and will continue to keep this updated. You can read our latest frequently asked questions relating to affected bookings here.
The unprecedented volume of booking amendments and cancellations we are processing has meant that it is taking longer than usual to contact our customers. We thank all our customers for their continued patience during this time and apologise for the inconvenience.
Read our customer message here
Book with Confidence
SixStarCruises is an award-winning luxury cruise agent, supported by our team of cruise experts who hold personal experience and knowledge to help you book your perfect cruise. In light of the current global situation, we want to reassure our customers that they can rebook with confidence with SixStarCruises:
- Flexible booking amendment terms from the cruise lines allowing you to change your travel plans, even close to your departure date, should you need to
- Not only are we bonded ABTA members, but we are also financially protected by the ATOL scheme. This allows us to give full peace of mind, ensuring your money is always protected and covered by ABTA from start to finish.
- We are part of World Travel Holdings, the world’s largest cruise retailer
- Award-winning customer service and booking advice
- Best Price Guarantee
With many cruise lines offering great deals for 2021, you can book now and sail later. We are also offering up to an extra £100* off any new bookings or when customers use their Future Cruise Credit. Take a look at our most popular 2021 deals here.
*View terms and conditions here.
Suspended / Cancelled Sailings
If a cruise line has cancelled their cruise, we will contact our customers to advise of the options that are available. Currently, we are dealing with all affected customers who were due to travel within the next 14 days, and we are continuing to keep our customers updated via email with their cruise line’s latest policies and suspensions.
Our phone lines remain extremely busy but please be assured we will contact all our customers who have been impacted in date order, as soon as possible.
Customers who have had their cruise cancelled by the cruise line will be offered a Future Cruise Credit. In many instances, this is 125% of the value of the cruise element of the booking, a generous incentive to allow customers to benefit when they book their next cruise. Find out more about Future Cruise Credit here.
Many of our customers are finding they can rebook cruises for 2021 and upgrade their cabin for a similar price, giving them a holiday to look forward to once we move out of these unsettled times.
Read about some of the ways you can upgrade
Alternatively, if customers are willing to give up the higher value of the Future Cruise Credit, a refund can be requested.
Rebookings and Transfers
For sailings that have not been suspended or amended by the cruise line, in many cases, it is possible to amend a sailing to an alternative date.
Many cruise lines have introduced more flexible policies to support customers in the current climate which we will be able to confirm on a case by case basis. However, in some cases, additional charges may be incurred as a result of amending or cancelling your booking.
If your balance is due, and your sailing has not been affected by the current suspensions, you will need to continue paying your cruise balance. Alternatively, you can amend your booking to a later date but please be aware that this could incur additional charges.
Customers should contact our customer service team if they wish to discuss any amendments to their bookings however please bear with us this as we are dealing with a high volume of amendments and transfers.
Refunds
We are working with cruise lines to process our customers’ refunds as quickly as possible, however, in some cases, this is still expected to take up to 120 days from the date the cancellations are processed. This is due to the high volume of requests the cruise lines are dealing with.
All payments we collect from our customers are done so in our capacity as a retail agent and are forwarded on to the holiday supplier(s), including the cruise line. We act as an agent on behalf of customers and suppliers.
We assure you that we are continuing to work with our cruise line and travel partners to process all refunds as efficiently as possible and will pass these back to our customers as soon as we receive them.
Refund Credit Notes
In some cases, we have issued our customers with a Refund Credit Note. Issuing a Refund Credit Note assures our customers that their money is protected whilst a refund is being processed by our suppliers. All holidays provided by us are ABTA bonded and ATOL protected for your peace of mind, and the Refund Credit Note ensures your money is protected by ABTA in the same way in the unlikely event of a supplier failure. Read the ABTA guidance on Refund Credit Notes below for further information.
We are working tirelessly to ensure your money is refunded to you as quickly and efficiently as possible, and we understand your frustration and apologise for the delay you may be experiencing.
During these unprecedented times, ABTA has written an open letter to all travel customers to help explain how they are guiding their members to support customers.
ABTA has developed guidance framework for its Members to ensure that if there is a delay in providing a refund, customers don’t lose their rights and protections and that Members process refunds as soon as they are able to. We as an ABTA bonded agent are adhering to this, by issuing all customers with a financially protected Refund Credit Note (RCNs) from the date the cancellation is processed.
Updates
You can find all updates in the helpful articles and websites below: