Our Captains, officers and crew love nothing more than exploring the world with you, so this year really has been like no other. While our ships have been in Rosyth, we've had much work to do to ensure they remain ready to sail as soon as the time is right.
Meanwhile, our Ipswich team have been working hard from home to make sure our service continues in the way you expect. 2020 was definitely not the year any of us had planned!
Over the last few months, we have been working with the Government, other UK cruise lines and our industry body to review and agree our back in service dates. With the good news about vaccines, advanced testing and the detailed planning that we have been doing, we are now able to start looking forward with more confidence.
At present we have taken the decision to cancel all cruises on Borealis until July, Bolette until August and Balmoral until the end of November. Braemar’s cruises will be cancelled up until Spring 2022. This was not an easy decision however, she typically sails our extensive Mediterranean and Caribbean fly-cruise programme which we believe may be more complex for us to operate during 2021.
All guests who have a booking on these cruises will be notified in cruise order over the coming weeks, and provided with a number of options including a no-quibble refund as part of our Plain Sailing Guarantee.
Due to the ongoing pandemic, we have cancelled sailings on Borealis until July, Bolette until August and Balmoral until the end of November. Braemar’s cruises will be cancelled up until Spring 2022.
I booked through a travel agent – what do I do?
We will be contacting all guests to notify them of the options available to them. Once you have received further details from us, please contact your travel agent who will be able to update your booking 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).
Why is Braemar being laid-up for the entire year in 2021?
Braemar typically operates our Mediterranean and Caribbean fly-cruise programmes. We believe that initially it may be more complex for us to operate the planned fly cruise programme and we will therefore instead focus on our extensive ex-UK itineraries during 2021.
The team here are already busy working on a host of exciting and immersive cruises for her return in Spring 2022 which make the most of her smaller size, these will be announced as part of our 2022/23 itinerary launch in March 2021.
Why are you cancelling Balmoral’s sailings so far in advance?
While we can’t wait to start cruising again, there still remains a great deal of uncertainty over which countries we will be able to sail to for much of 2021. We have been working very closely with our destination partners, the government and our governing body CLIA, and at this time it seems likely that only a small number of destinations will be opening up to cruise ships this year.
We know that the excitement in the build up to a holiday is a big part of the experience, and we want our guests to be able to look forward to their cruises with us with peace of mind. This is why we have made the decision on these sailings now, to give you as much notice as possible, and allowing you time to make alternative arrangements.
Why has my cruise from Newcastle to Iceland been cancelled, when Iceland is on the Government’s ‘green list’?
Whilst Iceland is on the green list, there are only a small number of other destinations outside of Iceland that we are able to cruise to.
Will you be returning Balmoral to Scotland and Newcastle?
Absolutely. We have lots of sailings from both Rosyth and Newcastle still available from December onwards. In addition, our journey planners are working hard on some exciting new sailings, and we
can’t wait to welcome our guests back on board Balmoral in both Newcastle and Rosyth again in the not too distant future.
When will you confirm Balmoral’s restart date?
We have cancelled all sailings on Balmoral until the end of November. We know that the Government will be regularly updating their traffic light system. We expect to be able to finalise our plans for Balmoral’s return to sailing once we have a better idea of which countries we may be able to travel to later in the year.
We will, of course, communicate any updates on Balmoral’s return to service to our guests.
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.