Current as of March 12, 2020
With the recent restrictions occurring to prevent the spread of COVID-19, we understand you may have concerns regarding your upcoming Cruise Holiday.
Smart Traveller has issued a statement in regard to Cruise Travel detailing the strong measures the cruise industry has put in place for the health and safety of passengers.
If your Cruise holiday is affected, you will be contacted directly by our Cruise Specialists. Rest assured, we are working hard to proactively seek the best possible options for you in this instance.
We will negotiate strongly on your behalf with the travel providers relative to your specific Cruise holiday. Previously impacted cruises have been offered solutions such as revised itineraries, amendments to embarkation and/or disembarkation ports or the ability to choose later travel dates.
What is happening with my cruise?
We are working closely with our holiday partners to find out as much information as possible. As this situation unfolds, we are doing our very best to keep everybody as informed as possible. Please understand that we are a reselling agent of these cruise lines, as such we do not have control over itinerary changes, cancelled cruises or flights. However, we can help to rebook you on a later cruise where possible, can rebook your flights and will help you with situations as they arise.
Are cruises still going ahead?
All itineraries involving Italy are currently being reviewed by each cruise line. We are proactively contacting possible affected customers to advise you of any changes as we receive information from cruise lines.
All cruise itineraries in the next couple of months are currently being reviewed and should the situation not improve in the coming weeks then cruises later in the year will be reviewed.
What happens if my cruise gets cancelled?
Each cruise will have a different answer to this question. Cruise lines are preparing varied solutions – some are offering credits, some are offering date changes, and some offering future cruise credits. As Cruise Specialists with the goal of the best outcome for you, we will negotiate on your behalf and will be in contact with you as soon as possible.
Are travellers entitled to a refund if they choose to cancel their cruise?
Any customer cancellations, made before official cancellations by cruise lines, will incur standard cancellation fees. The best financial option available to you is to wait for official communications from My Cruises confirming any changes from airline and cruise line partners.
What happens if something changes while we are on our cruise?
If your cruise has an itinerary change, while you are onboard, and your flight details need to be changed or updated we will help in, partnership with the cruise line, to rebook your flights ensuring you get home safely. Cruise lines are making changes as necessary to keep you safe. For example, they would rather change ports than dock in a city that isn’t safe. In this instance, we will work to get you home from the new destination as quickly and safely as possible.
What are the cruise lines doing to keep me safe?
Cruise lines have increased screening processes, including temperature scanning and passenger scanning to check where passenger have been travelling from. As of March 2020, passengers travelling from, or who have recently travelled to South Korea, Iran, China (including Hong Kong and Macau) and parts of Italy, will not be allowed to board the ship. These regulations will also be enforced for the crew.
All CLIA ocean member cruise lines are also required to implement the Cruise Line International Association (CLIA) Australasia’s policies, to prevent the spread of the virus.
What measures are in place onboard cruise ships in the event of passenger or crew illness?
Importantly, the cruise industry is one of the most well-equipped and experienced when it comes to managing and monitoring health conditions of passengers and crew. Cruise lines take precautions to conduct active and passive screening of passengers and crew for illnesses, when circumstances demand prior to boarding. Furthermore, CLIA members implement outbreak prevention and response measures and their ships must be fitted with medical facilities, shipboard and shoreside medical professionals that are available around the clock, 24/7, to provide initial medical care in the event of illness, and to prevent disease transmission.
How are cruise lines screening passengers for illness?
CLIA cruise lines conduct passenger screenings including non-touch temperature readings where appropriate. Consistent with prevailing guidance from global health authorities, guests and crew who have recently travelled from, or through, affected areas are to be screened. Screening protocols allow for informed decisions on a case-by-case basis as to whether a guest or crewmember will be denied boarding.
What happens if I feel unwell on my cruise?
All CLIA cruise ships are fully equipped with medical professionals and medical facilities. Predetermined outbreak procedures may be enforced onboard, including self-isolation or quarantine.
We understand this is an unusual occurrence and it may be difficult to navigate. Our dedicated customer service team are here to help. If you have any questions or concerns, please call us on 1300 478 021 to help with your next steps and confirm your future travel plans.
Stay informed with travel advice from the Australian Government:
Smart Traveller Cruise Advice: https://www.smartraveller.gov.au/news-and-updates/coronavirus-and-international-cruises
Smart Traveller Destinations: https://www.smartraveller.gov.au/destinations
Cruise Line International Association Australasia: https://www.cruising.org.au/ccms.r?Pageid=6022&tenid=CLIA&DispMode=goto|10288