CORONAVIRUS REFUND DEPARTMENT
Update: 10th July 2020
If your booking has been cancelled as a direct result of the Covid-19 pandemic and you are currently awaiting a refund, we have a team of dedicated specialists here to support you.
They’re currently working tirelessly around the clock to process as many refunds as they possibly can on a daily basis. Unfortunately, we are not able to influence the refund policies of the airlines, cruise lines, hoteliers or ancillary providers and due to the sheer scale of what the global travel industry is facing, major delays are occurring.
Our company procedure with regards to the processing of refunds is to work in a strict departure date order, we believe this to be the fairest way to work. We can assure all customers that if you are due a refund, you will most certainly receive one and until you do, we can assure you the monies paid to us and passed onto your holiday providers are fully financially protected under the ATOL and ABTA schemes.
If you were due to travel before the 30th April and you urgently need to speak to one of our specialists, they can be contacted on 01792 705301, selecting option 1, between the hours of 10am & 1pm Monday to Friday. If you were due to travel from the 1st May onwards, we kindly request you do not contact us during this time. We do understand these are very challenging times and we are extremely grateful to all of our customers who have demonstrated patience and understanding to our team members, thank you very much for your loyalty and support.
Cancelled Sailings with P&O Cruises and Cunard Line
If you have a booked a cruise sailing from Southampton with either P&O Cruises or Cunard Line, you should have received a communication directly from the cruise line advising of the cancellation and asking you if you wish to have a future cruise credit or a refund. You will need to select which option you require and either P&O Cruises or Cunard Line will refund you directly if that is what you have selected. If you have not received a communication from them, we would recommend in the first instance you contact the cruise line directly to discuss obtaining your communication and selection.
Here at Cruise Nation, we will try to do everything possible to ensure you enjoy the holiday you deserve albeit a little later than originally planned. Many cruise lines are offering an FCC (Future Cruise Credit) of up to 125%* towards the total value of your cancelled cruise, which can be used against a future cruise sailing before March 2022. Plus cruise prices have never been so low. Please be reassured that your money is safe and secure, and your health and wellbeing is our priority.
In view of the current global situation we find ourselves in, we want to reassure you that we remain committed to providing you with your forthcoming holiday plans. Whether you are looking to book a new holiday, or have concerns about an existing booking we want to ensure this remains as stress free as possible.
Re-Book with confidence:
Cruise Nation is financially protected by ATOL (Air Travel Organisers Licence) which gives you our customer financial protection when purchasing a package holiday with us.
In addition to that, Cruise Nation are members of ABTA (Association of British Travel Agents) and under UK legislation we are obligated to follow an industry Code of Conduct to protect your holiday arrangements.
As we find ourselves in unprecedented times, we want to reassure you that your money is safe and secure, future cruise vouchers will be offered for all affected sailings that have been cancelled which can be transferred to an alternative booking.
What we suggest for Existing Customers:
We are aware of all bookings that have been cancelled, so please can we ask that you only call us, if you are due to travel imminently or within the next 7 days.
We have a large number of customers who are trying to get through to our contact centre at this time, so phone lines are extremely busy. If you are due to travel outside of this date range and your cruise has already been cancelled, you should have received or will soon be receiving an e-mail from us outlining next steps.