Global Cruising Suspension Extension

Global Cruising Suspension Extension

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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

 

AZAMARA EXTENDS GLOBAL SUSPENSION OF CRUISING

We hope that amid this global pandemic, you have remained healthy and safe. We are facing truly unprecedented times as the coronavirus pandemic continues to have unexpected consequences on our communities and businesses. However, we remain optimistic that each day that passes, is another day closer to less uncertainty, more recoveries, and getting back to regular day-to-day.

After consulting with our partners at Cruise Lines International Association and in conjunction with the Centers for Disease Control and Prevention (CDC), we will be extending the suspension of global operations for all sailings departing on-or-before 15 September 2020. We’re currently working directly with guests as well as travel advisors impacted by this temporary disruption.

  • As a result of this change, if you’re scheduled to sail with us before 15 September 2020, you will receive a 125% Future Cruise Credit to rebook with us by 31 December 2021 for any sailing through 30 April 2022.

  • This amount will be based on your total cruise fare paid. And, we’re giving you a little extra, knowing that this is such a unique circumstance. Please note, if you previously opted into the Cruise with Confidence 100% Future Cruise Credit, you do not qualify for this offer.

  • We will automatically issue you your Future Cruise Credit via email as follows:

    IF YOUR SAILING IS BETWEEN:EXPECT YOUR FCC NO LATER THAN:
    12 June - 31 July30 June 2020
    1 August - 15 September31 July 2020

If you’re booked on a suspended sailing departing between 12 June – 15 September 2020, you also have the option to keep your cruise vacation plans to the same destination and reschedule for next year on a date within four weeks of your originally scheduled departure. The 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.

  • Just give us or your travel partner a call by 10th July and we’ll “lift and shift” your reservation at the same rate including any promotion you currently have on the booking.

  • Please note, if you have already cancelled your sailing by taking advantage of our Cruise With Confidence policy you will not be eligible to receive the compensation noted above.

Or, if you prefer the lower value in a full refund, we’re happy to process this for you. Given how fluid this situation is, and the opportunity to use the extra credit being offered, you have plenty of time to make up your mind. You must request a refund for your affected sailings date no later than the dates below:

IF YOUR SAILING IS BETWEEN:YOU MUST REQUEST REFUND NO LATER THAN:
12 June - 31 July31 December 2021
1 August - 15 September31 December 2021

 

Please contact us to start the refund process, if you’re willing to give up the higher value of your 125% Future Cruise Credit.

To avoid waiting on the phone to cancel, please click here and we will get the process started for you.

We’ll then deactivate your Future Cruise Credit and process your refund to your original form(s) of payment.

You can expect to receive your refund 45 days after you submit your request.

If you purchased Shore Excursions through Azamara:

  • You can opt-in to receive an Onboard Credit in the value of 125% of the total Shore Excursion purchases on your reservation.

    • Click here by 10 July 2020 to request your higher value credit. Then, we’ll email you your credit by 31 July 2020.

    • Also, if you opt for a cruise fare refund or for Lift and Shift before 10 July, you are not be eligible for this Cruise Planner Onboard Credit offer.

  • If we don’t hear from you on or before 10 July 2020, your Shore Excursion purchases will be automatically refunded.

    • You’ll receive the refunds 45 days after we process your cancellation request. Please know, we are working as quickly as possible and we appreciate your patience during these unprecedented times.

    • Please note, this offer does not apply to other pre-purchased amenities and packages – like beverage, internet or specialty dining, or Azamara Upgrade, those 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.

 

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

And, if you purchased air or hotel...

If you purchased refundable air or hotel accommodations through Azamara, they will be automatically refunded to you.

If you booked non-refundable air through Azamara or booked on your own, please contact the service provider directly for your options with them.

We know, this too shall pass, and we are optimistic that soon you’ll be excited about planning your next cruise vacation. As always, the most important thing to us will always be the safety of our guests and crew. In the meantime, we’ll continue to monitor the global situation. We wish you good health and truly appreciate your continued loyalty.

For the most current U.S. government travel advisories, be sure to visit these sites:

U.S. Centers for Disease Control

U.S. Department of State

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.

GLOBAL CRUISING SUSPENSION FAQs

  • Why has Azamara suspended all operations through 15 September 2020?

    In accordance with guidance provided from the Center for Disease Control & Prevention (CDC), Royal Caribbean Cruises Ltd., Azamara’s parent company, will suspend all cruise operations through 15 September 2020, as we work together to contain the further spreading of the Coronavirus (COVID-19) illness. Health and safety remain our utmost priorities during this unprecedented time.

  • 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 – 15 Sept 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. Guests booked on sailings suspended between 12 June and 31 July 2020 have until June 10th to reschedule their voyage for the following year at the original price and promotion. Guests booked on sailings suspended between 1 August and 15 Sept 2020 have until July 10th to reschedule their voyage for the following year at the original price and promotion otherwise their booking will automatically be converted to an FCC.  

     

  • 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 – 15 Sept 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 on-or-before 10 April 2020: FCCs can be expected via email no later than 13 April 2020
    • Sailings between 11 April – 11 May 2020: FCCS can be expected via email no later than 30 Apri 2020
    • Sailings between 12 May – 11 June 2020: FCCs can be expected via email no later than 22 May 2020
    • Sailings between 12 June – 31 July 2020: FCCs can be expected via email no later than 30 June 2020
    • Sailings between 1 August – 15 Sept 2020: FCCs can be expected via email no later than 31 July 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, refunds can be requested as follows:

    • Suspended Sailings departing between 12 May – 11 June 2020: Refunds must be requested on-or-before 31 December 2020 and will be processed at least 45 days after the request is submitted.
    • Suspended Sailings departing between 12 June – 31 July 2020: Refunds must be requested on-or-before 31 December 2020 and will be processed at least 45 days after the request is submitted.
    • Suspended Sailings departing between 1 Aug – 15 Sept 2020: Refunds must be requested on-or-before 31 December 2020 and will be processed at least 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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