Extenuating circumstances policy and the coronavirus (COVID-19)
Updated 20 June 2020
On 11 March, the World Health Organisation (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. We are providing the following coverage for COVID-19 under our extenuating circumstances policy to help protect travellers and provide peace of mind.
Summary
Reservations made on or before March 14th, 2020 for activities with a boarding date between April 1st, 2020 and April 30th, 2020 are covered by the policy and may be cancelled before boarding. Guests who cancel will receive a full refund, and we may cancel any booking offering you a full refund as well.
Reservations made after March 14th, 2020 for activities with a boarding date between July 15th, 2020 and November 1st, 2020 may be cancelled 24h before boarding. Guests who cancel will receive a full refund, but bank processing fees remain at the Customer's charge. (i.e. we will refund the total amount minus bank processing fees).
Our cancellation policy will apply as usual to reservations made after 14th March, 2020 with boarding dates after April 30th, 2021.
What reservations are covered
Reservations made on or before March 14th, 2020
Reservations for cruises made on or before March 14th, 2020 with a boarding date between April 1st, 2020 and April 30th, 2020 may be cancelled before boarding. This means that travellers who cancel will receive a full refund.
Reservations for cruises made on or before March 14th, 2020 with a boarding date between May 1st and June 15th may be converted to an Open Ticket.
Reservations for cruises made on or before March 14th, 2020 with a boarding date after June 15th, 2020 will not be covered under our extenuating circumstances policy, except where the guest (or a member of their group booked for the same activity) has contracted COVID-19. Our cancellation policy will apply as usual.
Reservation made after March 14th, 2020
Reservations for activities made after March 14th, 2020 with a boarding date on or before November 1st, 2020 can be cancelled 24h before boarding. Guests who cancel will receive a full refund, but bank processing fees remain at the Customer's charge. (i.e. we will refund the total amount minus bank processing fees).
Reservations for activities made after March 14th, 2020 with a boarding date after November 1st, 2020 will not be covered under our extenuating circumstances policy, except where the guest has contracted COVID-19. Our cancellation policy will apply as usual.
How it works
If you cancel a covered booking, you will receive a full refund. You do need to contact us in this case.
If your reservation is not covered, our cancellation policy will apply as usual. We encourage you to contact us to discuss cancellations and refunds.
Coronavirus updates and resources
You can read the extenuating circumstances policy to learn about coverage of circumstances unrelated to COVID-19.
We will continue to review the application of this policy. Please monitor this page for updates and new information.