Global Cruising Suspension Extension

Global Cruising Suspension Extension

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AZAMARA EXTENDS GLOBAL CRUISING SUSPENSION

The Australian Government recently announced an extension to their current suspension of cruise tourism in the region.  In response to this decision, Azamara will be extending the suspension of global operations for all sailings aboard Azamara Pursuit, departing between November 1st and December 31st, 2020.  

As the world continues to confront the many challenges resulting from COVID-19, our primary goal continues to be a healthy return to service for our guests, crew and the communities we visit. With the goal of a healthy return to service in mind, Azamara, as part of the Royal Caribbean Group, has assembled a “Healthy Sail Panel” of globally recognized experts, who are working alongside our public health and medical team, to guide the cruise industry’s way forward in response to the pandemic

COMPENSATION OPTIONS

Guests will have three compensation options to choose from.

  1. 125% Future Cruise Credit to book a new cruise by December 31, 2021 for sailings departing on or before April 30, 2023.
    • This amount will be based on total cruise fare paid.
    • Future Cruise Credit will automatically be issued by October 16, 2020 via email.
    • If you have purchased pre- or post-land packages through Azamara, you will also receive compensation in the same form as your cruise fare.
    • If you opted into the Cruise with Confidence 100% Future Cruise Credit for this sailing, you do not qualify for this offer.
    • Visit our online form to submit your FCC request.
  2. Lift and Shift: Or, you can keep the cruise vacation plans to the same destination and move the existing booking to a 2021 or January to March 2022 sailing within four weeks of the originally scheduled sailing.
    • Call Azamara by September 28th, 2020 to move the reservation at the same rate and promotion.
    • If we don’t hear from you, we will automatically issue a Future Cruise Credit.
    • Visit our online form to submit your Lift and Shift request.
    • Or, if you prefer the lower value in a full refund, we’re happy to process this for you. You have until the end of this year (2020) to request a refund and deactivate your certificate.
      • We will initially send you the 125% Future Cruise Credit Certificate by October 16, 2020.  You have until December 31, 2020 to request a refund.  We will then deactivate your certificate. 
      • You can expect to receive your refund 45 days after you submit your request.
      • Visit our online form to submit your refund request.

If you have booked Shore Excursions through Azamara, you can opt to receive an Onboard Credit in the value of 125% of the total Shore Excursion purchases on the reservation.

  • Visit our shore excursions onboard credit opt-in form by September 28th, 2020, to request the higher value credit. We will email you the credit by October 16.  
  • If you have opted for a cruise fare refund or for Lift and Shift, you are not eligible for this Voyage Planner Onboard Credit offer.
  • This offer does not apply to other pre-purchased amenities and packages – like beverage, internet or specialty dining, or Azamara Upgrade, which will be automatically refunded.
  • If you have independent arrangements, we suggest you cancel them directly with your travel advisor or service provider who can give you additional guidance.

GUESTS WITH AIR & HOTEL BOOKINGS

Guests with air travel and hotel booked through Azamara will be refunded automatically. Guests with non-refundable air through Azamara or independent air and hotel arrangements need to contact their travel advisor or appropriate travel provider directly to make all required cancellations. As a reminder, due to the current situation, airlines are being flexible with flight changes and the waiving of fees.

Should you have any questions, please contact your Travel Advisor immediately for more details specific to your country of residence or visit our Contact Us page for your local Azamara call center number.

Thank you for your patience, understanding, and cooperation during this situation.

DEADLINES FROM PREVIOUS SUSPENSIONS

The same compensation offers as listed above apply.

Sailings between:Future Cruise Credit - Expect to Receive:
 1-Nov to 31-Dec16-Oct-2020

 

Sailings between:Lift and Shift Bookings - Contact us by:
12-Jun to 31-JulEligibility Expired
1-Aug to 15-SepEligibility Expired
16-Sep to 30-SepEligibility Expired
 1-Nov to 31-Dec28-Sep-2020

 

Sailings between:Refunds - Request by:
12-Jun to 31-Jul31-Dec-2020
1-Aug to 15-Sep31-Dec-2020
1-Nov to 3-Dec31-Dec-2020

 

GLOBAL SUSPENSION REFUND DELAY

As we went into our global suspension of sailings, we initially estimated that refunds would take 30 days. Unfortunately, due to an unprecedented volume of refunds and credits, we are delayed. We’ve worked diligently to resolve most of the volume issues and are working around the clock to address the backlog to get you your refund, as quickly possible. Currently, some refunds are taking up to 45 days from the date requested. Please know that each and every request is receiving the same level of care and dedication. And rest assured, your refund will be honored, and it is coming – it’s just taking a little longer than expected and we’re very sorry about that. We thank you for your patience and understanding during this time.

 

Introducing our Healthy Sail Panel

Introducing Azamara's Healthy Sail Panel — a team of cross-disciplinary experts enlisted to guide the cruise industry’s way forward in response to COVID-19. Comprised of globally recognized specialists in public health, infectious diseases, hospitality and maritime operations, the panel will ensure a science-backed plan for a healthy return to service that ensures the wellbeing of our guests and crew as well as the communities we visit.

Read More

GLOBAL CRUISING SUSPENSION FAQs

  • Why has Azamara suspended all operations through 31 October 2020, and onboard Azamara Pursuit between 1 November and 31 December 2020?

    The Australian Government has announced an extension to their current suspension of cruise tourism in the region.  In response to this decision, Azamara will be extending the suspension of global operations for all sailings aboard Azamara Pursuit, departing between November 1st and December 31st, 2020.
    As the world continues to confront the many challenges resulting from COVID-19, our primary goal continues to be a healthy return to service for our guests, crew and the communities we visit. With the goal of a healthy return to service in mind, Azamara, as part of the Royal Caribbean Group, has assembled a Healthy Sail Panel of globally recognized experts, who are working alongside our public health and medical team, to guide the cruise industry’s way forward in response to the pandemic.

     

  • If I canceled prior to the US/Global suspension, can I now get the 125% FCC or the 100% refund?

    Unfortunately, no. We understand and appreciate your decision to take advantage of our Cruise with Confidence program. Guests who continued sailing now have no choice, since their sailings have been canceled as a result of our recent voluntary ship suspension, and therefore, those guests are receiving a different compensation offer.

  • Can I reschedule my sailing to a later date without having to cancel and rebook?

    Yes, guests on suspended sailings departing between 12 June and 31 October 2020 and Azamara Quest sailings departing on 4 November and 14 November 2020 , as well as Azamara Pursuit sailings between 1 November and 31 December 2020 have the option to move their sailing to the following cruise year at the initial price and/or promotion if an eligible alternative sailing is selected. The eligible alternative sailing must be of the same stateroom category on the same product (itinerary type) and cruise length (+/- one sail night), scheduled within four weeks before or four weeks after the date of the original sailing but in the subsequent year. If rescheduling within the penalty period of the original sailing date, penalties will be carried over to the new booking should the new booking be canceled later. You may only reschedule a sailing once.

     

    IF YOUR SAILING IS BETWEEN:PLEASE CONTACT US OR YOUR TRAVEL PARTNER TO MOVE YOUR BOOKING BY:
    1 October - 31 October, and Azamara Quest 4 November and 14 November 2020You are no longer eligible for this offer.
    1 November – 31 December 2020 on Azamara Pursuit28 September 2020
  • If I choose to “lift and shift” and reschedule my sailing to next year, can I change my mind and get the FCC or a refund?

    Unfortunately, no. If you reschedule your sailing to next year, you are no longer eligible to receive the 125% FCC or refund.

  • If my cruise was canceled due to the suspension, and we purchased air or hotel with Azamara - are they refunded also?

    If your sailing was suspended between 14 March – 31 October 2020, Azamara Quest sailings on 4 November 20 and 14 November 20, as well as Azamara Pursuit sailings between 1 November – 31 December 2020 and your hotel or flights are booked through Azamara ChoiceAir, you will be refunded automatically. Guests with independent air arrangements need to contact their travel advisor or air carriers directly to make all required cancellations.

  • If my cruise was canceled due to the suspension, how will I be compensated for pre- or post-land packages purchased through Azamara?

    Guests who have purchased pre- or post-land packages through Azamara will also receive compensation in the same form as their cruise fare.

  • Can I rebook now on the sailing that I know I would like to take?
    You can make a deposit and book a future sailing; however, we recommend waiting until you receive your Future Cruise Credit. The delivery of FCC can be expected as follows:
    • Sailings between 1 October – 31 October 2020, and Azamara Quest sailings on 4-Nov-20 and 14-Nov-20: FCCs can be expected via email no later than 20 August 2020.
    • Sailings between 1 November – 31 December 2020 onboard Azamara Pursuit, the Future Cruise Credit (FCC) can be expected by October 16, 2020.
  • Will I still get the same promotional offers when I re-book a new cruise?

    Unfortunately, at the time of cancellation, all promotional offers, amenities, and value adds are removed and will not carry-over to future reservations. Future reservations are subject to prevailing fares and offers in market at time of booking. If you have booked any shore excursions, beverage packages, or other pre-cruise purchases, you will receive a refund to the original form of payment.

  • I booked a cruise on board that has now been voluntarily suspended. If I choose to receive the Future Cruise Credit and book at a later date, will I also be entitled to the onboard promotion?

    If you take advantage of the Future Cruise Credit, yes, you will be entitled to the onboard promotion. If you choose to take the 100% refund, the onboard promotion will not be honored if you choose to rebook.

  • If I choose the 125% FCC or refund, can I change my mind and “Lift and Shift” my sailing to next year instead?

    Unfortunately, no, once the FCC or refund process is completed, a guest will need to create a new booking for a future sailing.

  • After I receive my 125% Future Cruise Credit (FCC), can I choose to change to the 100% refund?

    Yes, you have until 31 December 2020 to request a refund.  The refund will then be processed 45 days after the request is submitted.

  • If I choose to be refunded, but then change my mind and decide I want a Future Cruise Credit instead, can I do this?

    Yes, as long as the refund has not been processed already, we can change the compensation offer back to a Future Cruise Credit.

  • If Azamara should change the embarkation/disembarkation ports, will guests who have booked their air travel through Azamara be rerouted at no additional cost?

    Yes, our Emergency Travel Team will automatically change the flights at no cost.

  • Is CruiseCare® refundable?

    For canceled or suspended sailings, CruiseCare will be refunded. If guests choose our Cruise with Confidence policy, CruiseCare will not be refunded.

  • What items are refundable on the canceled or suspended sailings?

    Full refunds on any canceled of suspended voyages will be provided to guests who booked items directly through Azamara. This Includes, Azamara ChoiceAir, prepaid gratuities, CruiseCare®, pre-and post-hotels and land packages, transfers and any pre-cruise purchases made through Voyage Planner. If a guest decides to cancel their voyage voluntarily under our Cruise with Confidence policy and have booked air travel through Azamara ChoiceAir; they must contact Azamara ChoiceAir for more information on refund policy on a nonrefundable ticket. Guests with Independent air arrangements need to contact their air carriers directly to make all required cancellations.

  • What will happen to canceled or suspended bookings that had Azamara Circle Complimentary nights applied?
    • If you redeemed your complimentary nights on an affected voyage, you will not lose your complimentary nights. On the contrary, we will move them back to your member profile, and extend the expiration of your complimentary nights for use on a future Azamara voyage that departs on or before 31 December 2021.
    • If your voyage wasn’t affected by the current situation, but you have active complimentary nights expiring on or before 31 October 2020, we will be extending the expiration date of those complimentary nights to be redeemed on a voyage on or before 31 December 2021.
  • Will Azamara Circle members receive full loyalty points for voyages that were shortened while onboard?

    Yes, Azamara Circle members will automatically receive full loyalty points for their scheduled itinerary if their itinerary was shortened while they were onboard.

  • Will Azamara Circle members receive additional loyalty points for voyages that were mandatorily extended while onboard?

    No, Azamara Circle members will only receive loyalty points up until the original end date of their voyage.

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