Fred Olsen Cruise Lines has created a ‘Plain Sailing Guarantee’ including ‘quibble-free refunds’ and flexibility for guests wishing to transfer to alternative cruises.
The guarantee, which is “designed to offer reassurance during the Covid-19 pandemic”, also spells out revised payment terms including balance payments being due 28 days before departure, rather than 90 days.
Guests who transfer to another cruise will receive a future cruise voucher on top of any funds that have already been paid, which can be put towards another sailing. This voucher will be valid for 24 months, with all funds to be automatically refunded, plus an additional 5%, if it is not used within this time.
Any guest with a 2020 cruise booked can also choose to transfer to another cruise on sale, even if their sailing has not been cancelled.
Jackie Martin, marketing & sales director, said: “What our new Plain Sailing Guarantee does is set out clearly what options are available to guests.
“Of course, it goes without saying that all guests are entitled to a full refund on any monies paid when a cruise is cancelled. But we know that a number of our guests are keen to enjoy cruising with us again when they can, so we have made it easy for them to transfer their booking.”
She added: “We know that everything seems a little uncertain just now, and some people may want a little more time to decide where and when they may want to travel again, which is why our future cruise voucher will last for 24 months.
“If at the end of this time some guests have still not managed to find a cruise to suit, we will automatically refund everything they have already paid, plus an additional 5%, as a thank you for their support and to cover any interest they may otherwise have accrued during this time.
“This is a challenging time for us all, and I would like to thank all of our guests for their support as we sail these choppy seas, and we can’t wait to welcome our guests back on board with us as soon as it is safe to do so.”
Last week, Fred Olsen extended the cancellation of sailings to an unspecified date beyond May 23 in the wake of the ongoing coronavirus pandemic.
The line will be assessing all upcoming cruises from May 23 in date order.