You will know that, along with many other cruise and travel companies, we are facing challenging and unprecedented times. We have therefore taken the difficult decision to pause our cruise operations.
Our call centre team are set up and working from home but may take longer than usual to answer your call. If you have a booking with us which has been cancelled, there is no rush to make your decision so please bear with us if you are trying to call.
In the meantime, we have collated a list of frequently asked questions and useful answers listed below
Due to the ongoing pandemic, we have cancelled all cruise departures up until 13th November. In addition, all Braemar departures up to 7th January 2021, and Boudicca's Grand Voyage sectors departing up until 11th March 2021, have also been cancelled.
Cruise codes affected include:
W2007 - W2031
D2006 - D2105
L2002 - L2028
R2001 - R2026
Why aren’t you cancelling more dates which are further away?
We are working closely with the Government and relevant health bodies and taking advice on what is safest to do next. As this is a fast-moving situation, we want to ensure we are giving you the best advice at the time. We have committed that, if your ocean cruise is affected, you will hear from us no later than 30 days before we are due to set sail.
My cruise is not listed above but it is soon, will it be cancelled?
At the moment, we have cancelled all cruise departures up until 13th November. In addition, all Braemar departures up to 7th January 2021, and Boudicca's Grand Voyage sectors departing up until 11th March 2021, have also been cancelled. We are hoping sailing can resume as soon as possible, but the situation is obviously very changeable. We will let you know as soon as we can, and at least 30 days before you are due to travel, if anything is changing on your ocean cruise.
I booked through a travel agent – what do I do?
Please contact your Travel Agent and we will work with them to find the solution which works best for you.
What do I get if my cruise is cancelled?
If your cruise is cancelled, we will write to you with details of your options at that time.
What cruises can I transfer to?
You can transfer to any cruise currently on sale. If you wish to take advantage of the transfer offers, we can hold your money and any Future Cruise Vouchers for you for up to 24 months. During this time, you can transfer to any cruise on sale (including 2022, 2023 and 2024 cruises which launch during that time).
Can I transfer my funds to another existing booking?
Yes you can, please let our Guest Services team know that this is what you would like to do. Unfortunately you cannot transfer any future cruise vouchers to existing bookings as they are only valid for new bookings.
How can I get a refund?
We are sorry to hear you don’t wish to transfer to another cruise with us. Please call our reservations team on 0800 0355 122 and select option 2. Following this call, our team will send you a secure online form to complete so that your refund can be processed as quickly as possible.
How can I get in touch?
Our Guest Services telephone line is temporarily closed to allow for the team to focus on processing the high volume of cruise cancellation, refunds and transfer requests. You can still however e-mail them on firstname.lastname@example.org
Our Reservations team are available as usual on the number 0800 0355 052, (9am - 5pm Mon to Fri) for guests who wish to make a booking or transfer their cruise holiday with us.