We appreciate your patience as our Reservation Team have been managing the recent IT issues. We will continue
to provide updates on this page as information becomes available.
Update as of Friday 25 March We are pleased to advise that in addition to our booking systems being back online, we have now expanded the information available on our website.
Update as of Wednesday 16 March Trip Personaliser Update We are pleased to advise Trip Personaliser is now available for our guests and travel advisors to finalise their travel information prior to their cruise or land journey. The Trip Personaliser self-service platform is available for all Scenic and Emerald Cruises guests.
Update as of Monday 14 March IT Systems Update We are pleased to advise that our booking systems are now back online, and we are continuing to take enquiries through our Reservations Team and Travel Agency Partners. As a priority, our Reservations Team are actioning the queries which have been received by phone and email since this incident occurred. Please be advised there may be some further delays in responses while we process these requests in order of departure date. Travel Documentation for Upcoming Departures Whilst our booking system is back online, we are still expecting some delays in sending guest documentation. We will be distributing documentation in order of departure date. If you have any further questions regarding your travel documentation, please contact our Reservations Team who will be able to assist you. Scenic Luxury Cruises & Tours Telephone – 0808 115 3270 Email – ukoffice@scenic.co.uk Emerald Cruises Telephone – 0808 278 7205 Email – hello@emeraldcruises.co.uk
When can I access Trip Personaliser again? We expect Trip Personaliser to be back online later this week. Further updates will be provided on this website once this self-service platform is available. When will your normal website be back online? With our booking systems back online, the next phase will be to restore our full websites for the Scenic, Emerald Cruises and Evergreen brands. We will provide further updates, and a timeline, as this progresses.
Has there been a data breach? There is currently no evidence to indicate that any guest, partner or personal information has been impacted, if this changes we will inform those persons directly. Should I expect delays in receiving a response, and what is the estimated response time? We appreciate your patience and understanding during this time. We are now processing enquiries and booking amendments which were made while our systems were offline, in order of departure date. For booking enquiries related to cruises or land journeys departing within the next 60 days, please contact your Travel Advisor or call our reservations team on: Scenic Luxury Cruises & Tours Telephone – 0808 115 3270 Email – ukoffice@scenic.co.uk Emerald Cruises Telephone – 0808 278 7205 Email – hello@emeraldcruises.co.uk Who do I contact with further queries? If you have any further questions after reading these FAQs, please contact: Scenic Luxury Cruises & Tours Telephone – 0808 115 3270 Email – ukoffice@scenic.co.uk Emerald Cruises Telephone – 0808 278 7205 Email – hello@emeraldcruises.co.uk
Update as of Friday 4 March 2022 & 2023 Russia River Cruises & Land Journeys The health and safety of all guests and crew continues to be at the forefront of all decisions. We have therefore made the decision to suspend all Scenic & Emerald Cruises 2022 and 2023 Russia river cruises, including any connecting land journeys. For guests with affected bookings, a Future Travel Credit (FTC) will be applied to support you in making alternative travel arrangements. Our Reservations Team will be in contact with you, or your Travel Advisor, to discuss your alternative travel arrangements and to provide FTC letter for your booking.
Frequently Asked Questions Are your Europe river cruises still operating? Our Europe river cruises will be operating as scheduled. We will continue to closely monitor the situation in bordering countries, and we may amend our itineraries accordingly if there are any potential impacts on the guest experience. Can I use the Flexible Booking Policy to defer their Europe river cruise? Our Europe river cruises will be operating as scheduled. Your client can use our Flexible Booking Policy to re-book an alternative Europe, France or Portugal river cruise or Scenic Eclipse ultraluxury voyage up to 60 days prior to travel, with no Scenic Group fee (third party fees such as airlines may apply). They can also choose to transfer their cruise to a Future Travel Credit to defer or cancel their river cruise. Where can I find further information on government travel advice for the countries my client is travelling to? Please refer to www.gov.uk/foreign-travel-advice
Update as of 28 February 2022 Scenic Group IT Cyber Security Incident Scenic Group, which includes Scenic Luxury Cruises & Tours and EmeraldCruises, is currently experiencing a cyber security incident resulting in ongoing disruptions to its IT systems. The incident involved temporary unauthorised access to our IT systems. We treat cyber security very seriously and are investigating the incident. We are committed to taking the appropriate actions to resolve this situation and bring our systems back online to full capacity. Is Scenic Group still operating? Is my cruise or land tour still scheduled to proceed? Whilst this incident has impacted our IT systems, we are continuing to operate our cruise and tour programs as scheduled. Scenic Group will work closely with our partners to ensure delivery of our guest experience is not impacted. Can I speak to someone about my upcoming departure if I have specific questions about my travel arrangements or need to make changes to my booking? For all guests with upcoming departures or those wishing to make a new booking, we have arranged dedicated resources within our reservations team who can be contacted via phone or email – Scenic Luxury Cruises & Tours Telephone – 0808 115 3270 Email – ukoffice@scenic.co.uk Emerald Cruises Telephone – 0808 278 7205 Email – hello@emeraldcruises.co.uk
How and when will documentation for my upcoming cruise or tour be sent? We are expecting delays in sending documentation until our systems are operational. If you have a cruise or tour departing in March 2022 please call our Reservations Team who will be able to assist you. Scenic Luxury Cruises & Tours Telephone – 0808 115 3270 Email – ukoffice@scenic.co.uk Emerald Cruises Telephone – 0808 278 7205 Email – hello@emeraldcruises.co.uk If your cruise or tour departs in April 2022 onwards and you have booked directly with Scenic Group, please email the following details: • Surname • Departure date • Booking number • Email address • Tour/journey code (as shown on your booking confirmation) • Documentation delivery address (PO Boxes not accepted) Scenic Luxury Cruises & Tours Email – ukoffice@scenic.co.uk Emerald Cruises Email – hello@emeraldcruises.co.uk For bookings through a Travel Agent please provide this information to your consultant. Should I expect delays in receiving a response and what is the estimated response time? We appreciate your patience and understanding during this time, as there may be delays in responding to your enquiries. This is due to us having limited access to some of our core systems. For departures within 60 days, please call us to provide your travel details. Scenic Luxury Cruises & Tours Telephone – 0808 115 3270 Email – ukoffice@scenic.co.uk Emerald Cruises Telephone – 0808 278 7205 Email – hello@emeraldcruises.co.uk
For departures outside of 60 days, please email us and include the following details: • Surname • Departure date • Booking number • Email address • Tour/journey code (as shown on your booking confirmation) • Documentation delivery address (PO Boxes not accepted) Our flight booking systems are online, and our reservations team will process flights based on departure date with priority being those departing in the next 60 days. When do you expect I can access your website and when will your reservations team be back to normal operations? While we are continuing to assess this situation, our systems will remain offline, including the Scenic Group websites. Our priority will be to re-establish the service levels for our guests and partners as soon as possible. Who do I contact with further queries? If you have any further questions after reading these FAQs, please contact us – Scenic Luxury Cruises & Tours Telephone – 0808 115 3270 Email – ukoffice@scenic.co.uk Emerald Cruises Telephone – 0808 278 7205 Email – hello@emeraldcruises.co.uk