Scenic Group Low Water Update – 13 August 2026 STEP 1: Impact levels are assessed and then determined by Scenic daily. STEP 2: Guest Options A. Guest Chooses to Travel Where a sailing has been classified as significantly affected, based on the % of the impacted itinerary then compensation will be determined. Options may include: • •
Future Travel Credit (FTC) – Valid for travel up to 24 months Partial refund – will be applied upon return from the completed journey NB: Compensation is sailing-specific and may change if river conditions deteriorate once guests are on board.
B. Guest Chooses Not to Travel on the Impacted Sailing If the revised itinerary no longer meets the guest's expectations, they may choose one of the following: Option 1 – Transfer to Another Sailing Our Scenic Group reservations team are ready to assist agent partners and their clients to rebook, which is our mutual priority. Guests may transfer to: • •
A comparable* alternate 2026 or 2027 departure (similar/same cruise, same duration and season, same/similar cabin type) Other approved future departures where authorised
Scenic Group will: • • • •
Protect original cruise pricing (if travel is same month, same cruise) Protect promotional offers Protect suite category or can offer a suite category upgrade* if guests’ suite is unavailable on preferred sailing. This action will, in turn, also protect Travel Agent commission
Note: Third party supplier and cancellation fees may apply. Guests wishing to transfer to an alternative departure under Option 1 will have until 31 August 2026 to select their preferred new sailing. We recognise that guests may require this time to review and adjust their holiday plans.
*Each booking will be looked at on a case-by-case basis. For 2026 departures, we can offer any European river cruise of same/similar duration. For 2027 departures, guests can select a Rhine or Danube river cruise sailing in Jul/Aug 2027. Same/similar cabin type will apply. Blackout dates may apply. Subject to approval by Scenic.
Option 2 – Future Travel Credit Receive a Future Travel Credit equal to the value of the cruise paid^. Valid for any Scenic Group cruises departing within 24 months. ^Third party supplier and cancellation fees may apply
Option 3 – Refund If guests choose NOT to rebook on 2026 or 2027 alternatives and choose to cancel their booking and receive a refund^, the refundable amount is based on the nett amount paid to Scenic. Travel insurance letters can be provided as requested to assist with client claims. ^Third party supplier and cancellation fees may apply
C. Cruise is Cancelled If Scenic Group cancel a river cruise, options align as per B. above. Alternatively, clients will be offered a full a refund, the refundable amount is based on the nett amount paid to Scenic. Travel insurance letters can be provided as requested to assist with client claims.
FREQUENTLY ASKED QUESTIONS Q. A guest is due to depart, 16-31 August sailings, has received notification offering the option to transfer to another departure or take Future Travel Credit (FTC), but notes that guests on departures up to 15 August were also offered a refund. Why is this different? Departures in early August were and are expected to be critically impacted by river conditions, as a result guests on these sailings have been offered the refund option. For departures later in August, river conditions still remain uncertain and we will update guests at 7 days prior to their departure of any anticipated impacts their cruise. Should conditions remain and guests sailing is deemed critically impacted, additional options, including a refund, may be extended at that time. We continue to monitor conditions and update guests as a priority.
Q. A guest is due to depart, 16-31 August sailings, has received notification offering the option to transfer to another departure or take Future Travel Credit (FTC). The proposed itinerary has now been shared at 7 days prior with critical sailing impacts, including the
option to refund. Can guests now choose to refund, even if they have moved or taken the earlier FTC option? Yes, guests are entitled to the refund, and this should be extended to them at their request.
Q. We have been advised that our cruise will start with a hotel stay, when will we receive the details of the hotel? Due to the demand on hotels, we may be delayed in finalising details. We will ensure to share confirmation of the hotel stay a minimum of 48 hours prior to joining your customer’s journey. If their hotel stay is at the end of their journey, the Cruise Director will update guests on board if we have not been able to secure the details prior to joining us.
Q. A guest has already joined the cruise and now wants to leave. What happens? Days 1–2: Guests may leave the cruise and retain the original "Choose Not to Travel" offer. Day 3 onwards: If a guest elects to leave due to further operational disruptions or they do not want to continue with the altered itinerary: • •
Refund cruise fare on a pro-rata basis for unused nights. Adjust any compensation offer based on nights travelled.
Q. The guest booked flights through Scenic and are in Europe. What support can we provide? Returning Home Early Where possible and reasonable, Scenic will: • • •
Rebook original Scenic-issued tickets. Adjust travel dates. Assist with reasonable flight change costs.
Guest Requests Alternative Routing Where guests request alternative sectors or routing for personal convenience: • •
Additional costs are generally the guest's responsibility. Guests should retain receipts for travel insurance claims.
Q. The guest booked flights independently or through a travel agent. Guests should contact their travel agent; or the airline directly for assistance with itinerary changes. Guests should retain all receipts for submission to their travel insurer.
Q. Guests have decided to leave cruise early or were in Europe ready to join their cruise when it was cancelled, what is covered? Guests who have a cancelled cruise or are departing their cruise early have been approved prorata or complete cancelled cruise refund of their paid funds either in FTC or cash. Therefore, any adjustment to their travel arrangements, from additional transfers to hotels, trains or flights, will be guests own arrangements and expense. They should keep any payment receipts for insurance.
Q. Guests have their purchased Europe vouchers applied to their impacted sailing booking, can these be reinstated on future travel? Yes, as these have a purchased value for the guest, if they are on a significant or critically impacted sailing, Scenic can reinstate the value back onto the guest’s profile for future use.
Q. Guests want to know if their purchased Europe vouchers will be combinable with their Future Travel Credit they received for cruise impact, for when they rebook? Yes, guests can combine the discount of their purchased Europe vouchers with their FTC received due to their impacted sailing.
Q. Guests are loyalty and enquiring on their points? Any booking that stays live in Express Book will receive status point for their booking.
LOW WATER OPERATING FRAMEWORK – GUEST EXPERIENCE Q. Guests have been advised they will be accommodated in a hotel for one or more nights of their altered itinerary. What can they expect? While we always aim to maintain the quality and value of the Scenic and Emerald Cruises experience, we recognise that a hotel stay differs from the onboard experience. Where an overnight hotel stay is required, guests can generally expect: • • • •
5-star accommodation for Scenic guests and 4-star accommodation for Emerald Cruises guests, subject to availability Dinner, including a minimum of two drinks per person (wine, beer or soft drink), plus tea, coffee and water Full breakfast daily Transfers between the hotel and the ship, where applicable
Due to the short notice nature of these operational changes and high demand for accommodation, we are often unable to secure equivalent room categories for guests travelling in higher suite categories. In most cases, standard hotel rooms will be provided regardless of the suite category booked onboard. We appreciate guests' understanding and will always endeavour to secure the best available accommodation under the circumstances.
Q. Guests have been advised they will need to undertake one or more ship swaps. What can they expect? To continue delivering as much of the river cruise experience as possible during periods of low water, guests may be required to transfer between vessels operating on different navigable sections of the river. A ship swap typically includes: • • • •
Coach transportation between vessels Sightseeing opportunity along the journey where possible Comfort and rest stops throughout the day Free time to purchase lunch (guests are provided cash) during the transfer
These transfer days can be longer than a standard touring day and may involve travelling between 300–400 kilometres, broken up with sightseeing and comfort stops. Our teams carefully plan these days to make the experience as comfortable and enjoyable as possible. In some cases, vessels may remain docked for extended periods where river navigation is restricted. To ensure guests can still enjoy the included excursions, sightseeing and Scenic Freechoice experiences featured in the itinerary, coach transfers may also be required between the ship and touring destinations.
Q. Emerald Cruises guests have been advised they will join a Scenic vessel. How will this impact their onboard experience? Guests joining a Scenic Space-Ship can expect: • • • •
Larger suites and public spaces than typically available on Emerald Cruises vessels Access to Scenic Space-Ship facilities available on that vessel Access to Scenic's all-inclusive onboard experience if applicable* Laundry service will only apply as per Emerald Cruises’ Policy, top suites, Owners/Grand Balcony.
Please note that Scenic vessels do not feature the pool/cinema facility found on Emerald Cruises Star-Ships.
The overall guest experience and inclusions will continue to reflect the Emerald Cruises holiday purchased. * If Emerald Cruises’ guest has pre-purchased a drinks package this remains included. Terms and conditions apply.
Q. Scenic guests have been advised they will join an Emerald Cruises vessel. How will this impact their onboard experience? Scenic guests travelling onboard an Emerald Cruises vessel will continue to receive Scenic's allinclusive beverage inclusions, including bar and mini-bar inclusions. However, guests should be aware that: • • • • •
Suite size is smaller and configuration may differ from their original booking Butler service is not available onboard Emerald Cruises vessels Laundry service is not available onboard Emerald Cruises vessels Additional dining venues available on Scenic Space-Ships may not be available Some suite amenities may vary
Where a significant change affects guests booked in Scenic Suites moving to Emerald Cruises Suites, any applicable compensation or refund would be assessed as part of the overall compensation package for the guest.