What if I need to cancel because of an emergency or unavoidable circumstance?

We may be able to give you a refund if you have to cancel because of an unexpected circumstance that's out of your control. Below is a list of circumstances covered by our policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.

You will be entitled to refunds only for extenuating circumstances that occur before the official departure date for you reservation.

Circumstances that require documentation

Death of a guest, a member of the group booked for the given cruise, or immediate family member. You'll be asked to provide one of these documents:

  • Death certificate
  • Obituary
  • News article naming the deceased
  • Police report

Unexpected serious illness or injury affecting a member of the group. You'll be asked to provide a statement from a physician confirming that the person can't travel due to an unexpected serious illness or injury. The statement must be dated after the reservation was booked and provided within 14 days of cancellation.

Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation.

Transportation disruptions that make it impossible to travel to Naxos, including road closures and flight cancellations due only to airport closures. This includes closures and cancellations caused by natural disasters such as earthquakes or severe storms. You'll be asked to provide a notice of road closure, or notice of the airport closure, or documentation from the airline that the flight was cancelled due to airport closure. Delayed or rescheduled flights, overbookings, airline strikes, and the inability of an airline to complete a flight are not covered.

Train, bus, or ferry cancellation where no alternate trips were available on te same day. You'll be asked to provide documentation that clearly shows the carrier was not operating on that day, such as a screenshot of the company's website or a link to an official statement from the carrier.

Circumstances that require special review

There is no required documentation for these circumstances but we will review each case to confirm that you're directly affected.

Natural disasters, terrorist activity and civil/political unrest that prevent you from traveling to Naxos.
Travel restrictions imposed by a government, law enforcement agency or military that restrict travel to Naxos.
Changes to visa or passport requirements that make it impossible to travel to Naxos. This doesn't include lost or expired travel documents.

What to do next

If you've confirmed your circumstance meets the requirements above, contact us to cancel your reservation and file a claim. We'll guide you through the steps, which will include submitting any required documentation and waiting for us to review your case. Claims must be submitted within 14 days of cancellation.

Related articles