FREQUENTLY ASKED QUESTIONS

Global Cruising Suspension
What sailings are currently suspended for Azamara?

Unfortunately, the world is still confronted with the many challenges resulting from COVID-19. With that in mind, we continue to diligently work with international government and health authorities on the most effective return to service plan. We are still confronted with challenges, and in addition to individual country restrictions, our surveys also indicate guests will not be comfortable traveling until later in 2021. As we work together to contain the further spreading of COVID-19, we will ensure a healthy and safe return to service.
Considering the above factors, Azamara has taken the decision to extend the suspension of global operations further, and re-start cruising for our ships with the 2021 Europe season. Our ships will be back in operation as per below. All cruises prior to these dates are cancelled. Azamara Pursuit voyages originally scheduled for May 11, 2021 and May 27, 2021 have also been suspended and replaced with brand new Greek Intensive Voyages.
  • Azamara Quest: March 20, 2021.
  • Azamara Journey: April 9, 2021.
  • Azamara Pursuit: May 9, 2021. (starting with brand new Greek Intensive Voyages)
What options can I present to my client who is now impacted by the suspension of sailings?

Impacted guests can elect to 1) move to a future sailing with the new Lift & Shift option, 2) accept a Future Cruise Credit, or 3) request a refund.
I recently cancelled my client’s cruise under Cruise with Confidence and received a 100% Future Cruise Credit. Can I now switch my client to the higher value Future Cruise Credit?

Our Cruise with Confidence policy originally launched on March 6, 2020 and granted your client the flexibility to wait until 48-hours prior to the sail date to cancel. With this policy, the option to sail was still available, which is why a 100% Future Cruise Credit value was offered to those guests who preferred to cancel. Given the recent sailing suspension announcements, guests that previously decided to wait it-out now have no option to sail, which is why a higher FCC value of 125% was provided. As a result, we will be upholding the FCC offer that was available at the time of the cancellation. Additionally, the Cruise with Confidence Future Cruise Credit is ineligible to swap for a refund.
What if my client has incurred extra expenses such as air change fees or hotel fees as a result of these cancellations?

If your client booked refundable air or hotel accommodations through Azamara, we have it covered. If your client booked non-refundable air through Azamara or reserved hotel or air accommodations on their own, please reach out to the airline carrier, tour operator, or hotel supplier/chain directly to discuss options.
Can guests within the same stateroom select different compensation options?

All guests sharing a stateroom must agree to the same compensation offer.
How quickly will my client receive the Future Cruise Credit in order to secure their next cruise vacation?

Future Cruise Credits are being created as quickly as possible; however, due to the influx in volume, we are experiencing delays in the normal production timeline.
Will my client’s Future Cruise Credit be sent directly to him/her? If so, how will travel partners be notified?

All Future Cruise Credits will be sent directly to the impacted guest, with the associated travel partner in copy.
How is my client’s Future Cruise Credit calculated?

The FCC compensation amount for impacted sailings is based on the total cruise fare paid at the guest- level and is exclusive of taxes & fees, transfers, and prepaid gratuities, which will be refunded to the original form of payment.
My client isn’t interested in cancelling and simply wishes to change the ship and sail date. Is this an option?

For suspended sailings departing on-or-before June 11, 2020, the option to move to an alternate sailing, unfortunately, was not available. Since recently introducing “Lift & Shift”, guests now have an option to move to a similar sailing next year, as long as the itinerary type, sailing length, stateroom category, and departure window align with the original reservation. Next year’s departure window must fall within a 4-week period of the original sail date, either before or after.
When can my client expect to be refunded for all pre-cruise purchases, such as shore excursions, specialty dining, beverage package, and other add-ons?

Once the reservation is cancelled, refunds can be expected within 45 days and will be returned to the original form of payment. As an alternative, impacted guests choosing the FCC option can elect to convert their purchases into an onboard credit (OBC) valued at 125% of the amount paid via the Cruise Planner tool. Guests and/or travel partners must opt-in to take advantage of this option on-or-before the deadlines below – at which time the offer will expire. Thereafter, all guests who did not opt-in for the elevated OBC will automatically receive a refund to the original form of payment. Please allow 45 days for processing. This offer is applicable to individual reservations, as well as individuals within a Group.
Will travel partner commission be protected?

FUTURE CRUISE CREDIT:
We know how hard you work for your clients and we want to make sure you are compensated accordingly. For this reason, base commissions will be protected on cancelled reservations paid- in full, as well as the future reservation where the correlating FCC is redeemed. Please note that FCC commission earnings are payable only on sailed reservations. Additionally, conditions may vary if booked through a Tour Operator. It’s recommended that you reach out to the individual Tour Operator for applicable terms.

LIFT & SHIFT:
Commission will be paid on the sailed booking. If already disbursed on the current reservation, the commission payout will follow through to the future booking.

REFUND:
Commission is protected on all reservations paid in full.
During a recent announcement of suspended sailings, the applicable sailing window for Future Cruise Credit usage was stretched to April 2022. Can the Future Cruise Credit be used for the new deployment as well?

Yes, all FCCs generated as a result of the pause in operation are applicable on sailings departing through April 30, 2023, regardless of when the sailing suspension occurred. FCC’s must be redeemed by no later than December 31, 2021
The final payment date for my client’s cruise is during the period when operations have been suspended. Will the final payment date be adjusted?

Shoreside operations will continue and, therefore, payment deadlines will not change.
My client purchased travel protection through Royal Caribbean Group will the cost of it be refunded?

If opting for the Future Cruise Credit or a refund, the full cost of the travel protection purchase will be refunded back to the original form of payment. Under Lift & Shift, Royal Caribbean Travel Protection purchases will follow to the future reservation.
Are group bookings, including incentive and contracted business, eligible for this compensation offer?

Yes, group bookings are eligible and follow the same guidance.
Will my group’s earned Tour Conductors be protected?

Tour conductor credits are protected inside 100% penalty.
What if my client used a Future Cruise Credit to pay for their cancelled cruise?

If a Future Cruise Credit was leveraged to pay for a reservation now impacted by the suspension of cruising, we are making it easy for your client by combining all funds into one voucher. The value of the original FCC will now be added to the new FCC at 100% of its original value, plus 125% of any amount paid by the guest on the cancelled sailing. Regardless of the original FCC’s expiration date, the new FCC is valid through December 31, 2021, at which time all unused funds will expire. Should your client prefer a refund, we are happy to process this request for any funds paid over-and-above the original FCC value, plus reissuance of the original FCC. In a unique scenario where your client may have been impacted by multiple phases of suspended sailings where his/her original Sailing Suspension FCC was redeemed on a newly impacted reservation, a full refund is feasible. Assuming the terms of the original FCC are met, the refund amount will equate to the value of the cruise fare at 100% and will not include the incremental 25% earned through the original selection of a Future Cruise Certificate.
Are Future Cruise Credits applicable to existing bookings or do only new reservations qualify?

Future Cruise Credits should be used on new bookings; however, we understand that your client may have an existing booking with the deposit paid in anticipation of the certificate. Your client can opt to apply the FCC to cover any amount due towards the cruise fare on the booking. Please note that FCCs do not cover taxes & fees or other booking components - such as prepaid gratuities or transfers. Should the value of the FCC be greater than the balance owed, the variance will be reissued in the form of a Future Cruise Credit.
Can my client use more than one Future Cruise Credit to pay for his/her cruise fare?

At this time, only one FCC can be applied to each guest in a reservation. Future Cruise Credits are not stackable.
Is my client able to redeem his/her Future Cruise Credit on a holiday sailing?

Absolutely! FCCs administered due to the global sailing suspension are applicable to holiday departures.
Are Future Cruise Credits interchangeable between brands?

Future Cruise Credits acquired as a result of our suspended sailings are brand-specific and can only be redeemed on the brand where the cancellation occurred.
After my client receives the 125% Future Cruise Credit, can they change their mind and opt for a 100% refund instead?

Yes, refunds can be requested in exchange for unredeemed FCCs. Sailings departing between May 12 – October 31, 2020: Refunds must be requested on- or before December 31, 2020 and will be processed approximately 45 days from the cancellation date.
If my client chooses a refund and then wishes to take advantage of the 125% Future Cruise Credit instead, is this feasible?

Yes, if the refund has not yet been processed, the compensation offer can revert back to a Future Cruise Credit.
Can Future Cruise Credits be used to pay for the deposit owed on my client’s reservation?

Yes - as long as the value of the Future Cruise Credit covers the full deposit amount, no additional funds will be owed until Final Payment, at which time any cruise fare balance and taxes/fees will be required.
Can my client choose to carry promotional amenities or value adds from their cancelled reservation to their future booking?

At time of cancellation, all promotional offers, amenities, and value adds are removed and will not carry-over to future reservations. Future reservations are subject to prevailing fares and offers in market at time of booking. The only exception to this is Lift & Shift, where the cruise fare and promotional offering from the original reservation will be protected on qualifying, future sailings.
What will happen to my client’s onboard credit, now that their sailing is cancelled?

Any Cruise Again onboard credits will be re-applied to your client’s future reservation. Additionally, if your client has an onboard credit as a result of a redeployment, charter, or other goodwill gesture, it can carry over to their future reservation; however, if your client cancels, the onboard credit will be forfeited. Any promotional onboard credit will not be protected (unless part of Lift & Shift) and, upon rebooking, your clients can take advantage of the promotional offer available in market at that time.
Will my client earn Azamara Circle points on the cancelled sailing?

Azamara Circle points will be earned on the sailed reservation(s), not on the cancelled booking.
My client was impacted by a prior round of suspended sailings. Are they now eligible to Lift & Shift?

Lift & Shift is applicable to guests impacted by sailing suspensions departing on or after June 12, 2020. Those sailings previously impacted by our pause in operation (prior to June 12, 2020), unfortunately, are ineligible.
Understanding that the same itinerary, stateroom category, sailing length, and timeframe are a requirement, is it essential that my client rebook on the same ship as well?

No, it is not required that your client rebook on the same ship or ship class.
To Lift & Shift, is it required that my client’s reservation be paid in full?

In order to take advantage of Lift & Shift, names and full deposit are necessary.
If my client opted for Lift & Shift, is he/she eligible to move to a future cruise at any point prior to sailing?

Guests were eligible to rebook under the Lift & Shift guidelines until June 10, 2020 for impacted sailings departing June 12-July 31, 2020. Suspended sailings between August 1- September 15, 2020, will have until July 10, 2020. Suspended sailings between September 16 – September 30, 2020 have the ability to Lift & Shift on-or-before August 5, 2020. Suspended voyages between October 1 – 31, 2020 as well as the Azamara Quest voyages on November 4, 2020 and November 14, 2020 have the ability to Lift & Shift on-or-before August 20, 2020. All Azamara Quest Sailings departing November 15, 2020 to March 19, 2021, All Azamara Journey Sailings departing November 1, 2020 to April 8, 2021 and all Azamara Pursuit Sailings departing November 1, 2021 to May 27, 2021 will have until September 25, 2020. Thereafter, Lift & Shift expires and is no longer eligible.
Can I leverage automated tools to Lift & Shift my clients?

Recent enhancements to CruisingPower now support the ability to Lift & Shift your client's reservation to next year! Simply sign-in to CruisingPower.com, click on "Brand Programs & News / Cruise with Confidence" and follow the simple steps to Lift & Shift. Please allow up to 72-hours for the requested changes to reflect accordingly. If you do not see your client’s desired sailing, please reach out to your SBDM.
Will my client’s add-ons (such as air, transfers, and hotel) and pre-cruise purchases (such as beverage packages, shore excursions, etc.), follow to the future ship/sailing?

All add-ons and pre-cruise purchases will be removed during the re-accommodation process and can be added to the future reservation, as desired, at prevailing rates.
Is there a limit to the number of times my client can Lift & Shift their reservation?

Yes, throughout the life of your client’s booking, they can opt to Lift & Shift only one time during the designated opt-in period.
Are taxes & fees protected under Lift & Shift?

When leveraging Lift & Shift to move your client's booking to a future sail date, taxes & fees will be adjusted to reflect the charges associated with the new sailing. Taxes & fees from the original sail date will not be protected.
Do all rate codes qualify for Lift & Shift?

Select restricted rates are ineligible for Lift & Shift - including but not limited to Net rates, Travel Advisor Friends & Family rates, Travel Advisor Reduced rates, and complimentary staterooms.
If my client elects to Lift & Shift their reservation to a qualifying sailing in 2021, is he/she able to change their mind for a refund or Future Cruise Credit at a later date?

Once Lift & Shift is accepted, unfortunately, reverting to a Future Cruise Credit or requesting a refund at a late time is not an option.
My client’s existing reservation has reached Final Payment and currently resides within the cancellation penalty period. Is my client still able to Lift & Shift?

Absolutely! If all required criteria are met, your client can opt to Lift & Shift to a qualifying future sail date. Since your client’s current reservation falls within the cancellation penalty period, the applicable penalty amount (as indicated on the day the booking is re-accommodated) will follow your client’s reservation to the new ship and sail date. Assuming that your client sails as planned, there is no impact. Should your client wish to cancel in the future, the assessed penalty amount from the original reservation will be withheld, as well as any additional cancellation fees as indicated by the payment schedule on the new ship and sailing.
My client has applied payment in the amount of the full deposit to their existing reservation but has not yet reached Final Payment. Is my client able to Lift & Shift?

Of course! Your client can easily Lift & Shift to a qualifying future sail date. The funds paid to-date will follow, and the revised payment schedule will adjust to reflect that of the new ship and sailing.
Upon re-accommodating my client, will his/her payment schedule automatically update to now reflect that of the future sail date?

Yes, upon moving your client from the original sailing to a qualifying future sail date, an updated payment schedule will automatically reflect on your client’s reservation, as well as on associated invoices.
125% Pre-Cruise Purchase Onboard Credit:

  • SAILINGS DEPARTING SEPTEMBER 16-30, 2020: OPT-IN BY AUGUST 5, 2020
  • SAILINGS DEPARTING OCTOBER 1 – 31, 2020 AS WELL AS THE AZAMARA QUEST VOYAGES ON NOVEMBER 4, 2020 AND NOVEMBER 14, 2020: OPT-IN BY SEPTEMBER 2, 2020
  • ALL AZAMARA QUEST SAILINGS DEPARTING NOVEMBER 15, 2020 TO MARCH 19, 2021, ALL AZAMARA JOURNEY SAILINGS DEPARTING NOVEMBER 1, 2020 TO APRIL 8, 2021 AND ALL AZAMARA PURSUIT SAILINGS DEPARTING NOVEMBER 1, 2021 TO MAY 8, 2021: OPT-IN BY SEPTEMBER 25, 2020
What if my client used an Onboard Credit to pay for Pre-Cruise purchases and wants to opt-in for the 125% OBC offer?

Your clients will receive the offer only for the amount paid, not for the portion paid via an onboard credit.
Once the 125% Onboard Credit offer is applied to a new booking, is it refundable?

Once the onboard credit is applied to a new booking, it has no cash value and is not refundable. Once onboard, any amount unused during the voyage will not be refunded at the end of the voyage.
Once the 125% Onboard Credit offer is applied to a new booking, will it be available for use prior to sailing or only once onboard?

The onboard credit will be available for both pre-cruise purchases and onboard purchases.
Can my client change his/her mind later and opt-in for the 125% OBC Offer?

Guests have until the opt-in deadline to make a decision, thereafter, no adjustments can be made, and an automatic refund of the pre-cruise purchases will be issued.
How is the value being calculated for my client’s 125% Onboard Credit?

The new Onboard Credit is based on the amount paid, excluding any previously applied Onboard Credits, and will be based on a per person value.
When does the new Onboard Credit expire?

Guests have until the opt-in deadline to elect for the elevated Onboard Credit. Once issued, the credit will be valid for use on sailings through April 30, 2023 and must be redeemed by December 31, 2021.
Does the Onboard Credit have to be used on the same future sailing as the Future Cruise Certificate?

No, your client can use their Future Cruise Credit on one sailing and their Onboard Credit on another.
Is my client eligible for the 125% Onboard Credit, regardless of the compensation option selected?

At this time, the elevated onboard credit offer is only applicable to those guests who opt for the Future Cruise Credit. Unfortunately, Lift & Shift bookings do not qualify, nor those requesting a refund.
If my client’s cruise was canceled due to the suspension, how will they be compensated for pre- or post land packages purchased through Azamara?

Guests who have purchased pre- or post-land packages, through Azamara will also receive compensation in the same form as their cruise fare.
Is CruiseCare® refundable?

For canceled or suspended sailings, CruiseCare will be refunded. If guests choose our Cruise with Confidence 100% Future Cruise Credit, CruiseCare will not be refunded but will transfer to the future sailing.
What will happen to canceled or suspended bookings that had Azamara Circle Complimentary nights applied?

If you redeemed your complimentary nights on an affected voyage, you will not lose your complimentary nights. On the contrary, we will move them back to your member profile, and extend the expiration of your complimentary nights for use on a future Azamara voyage that departs on or before December 31, 2021. If your voyage wasn’t affected by the current situation, but you have active complimentary nights expiring on or before October 31, 2020, we will be extending the expiration date of those complimentary nights to be redeemed on a voyage on or before December 31, 2021.
Cruise with Confidence
As of May 6, 2020, Azamara’s “Cruise with Confidence” policy has been enhanced. What changes can be expected?

Adding a few new options to Azamara’s existing Cruise with Confidence policy, your clients can now choose the one that is most suitable to their scenario. To be eligible, the reservation must be an active booking (not previously cancelled) with no other cancellation offers previously accepted.

Previously announced on March 6, 2020, the flexibility to cancel up to 48-hours prior to sailing in exchange for a 100% Future Cruise Credit will continue, though the eligible sailing window has been extended to now include all sailings through April 30 2022.

Introducing Lift & Shift for those guests simply wishing to move their existing booking to next year. Eligible for rebooking between now and January 31, 2021, guests can protect their original price and promotional offering simply by selecting a future sailing on the same itinerary type, sailing length, cabin category, and within the same 4-week period of their original cruise date same-time-next-year.

Stick with us and your client is eligible to take advantage of our best price guarantee up to 48-hours prior to their cruise vacation, ensuring the best rate and/or promotion. Price variances will result in a rate adjustment if requested outside of final payment and an Onboard Credit when inside of final payment period.

If desired, guests wishing to cancel prior to final payment can absolutely do so for a full refund of all monies paid to-date, and all nonrefundable deposits returned in the form of a Future Cruise Credit. After final payment, the standard cancellation penalties apply for those guests not interested in taking advantage of the Cruise with Confidence policy.
Do all sailings qualify for Cruise with Confidence?

As of May 6, 2020, Azamara enhanced the Cruise with Confidence policy to now include all sailings through April 30, 2022 (all open deployment) for those guests booked on-or-before January 31, 2021.
What is the process for cancelling or re-accommodating my clients?

  • When choosing the Future Cruise Credit:
    • Please submit the booking details via the digital Cruise with Confidence cancellation form located on CruisingPower.com and we’ll take it from there – ensuring the Future Cruise Credit is processed for your clients and the commission earnings protected for you! Please be advised that all guests in the stateroom must opt for the FCC in order to qualify
  • When wishing to move to a future sailing:
    • Give us a call and we’re happy to help! Contact our Trade Support and Service team members to assist with moving your clients to a qualifying ship/sailing in the future. We’ll protect the current pricing / promotion, while also reviewing any new payments dates with you at this time as well.
  • When a better price or promotion is available in-market:
    • Outside Final Payment: Simply leverage your preferred booking engine to adjust to the better rate or promotional offering. The rate adjustment will reflect automatically.
    • Inside Final Payment: Our contact center team is happy to assist – please give us a call and we’ll make the requested adjustments.
If your client does not wish to take advantage of the Cruise with Confidence policy, please use your preferred automation tool to cancel the reservation. Standard cancellation policies will apply.
Where can I locate the Cruise with Confidence digital cancellation form?

The cancellation form can be found on CruisingPower.com under Brand Programs & News/ Cancellation Form. For further assistance, our Trade Support & Service team is happy to take your calls at 1-877-222-2526. We appreciate your patience as longer-than-normal hold times are likely.
Will Travel Partner commission be protected?

  • When choosing the Future Cruise Credit:
    • Yes, travel partner commission will be protected on both the cancelled booking and the future reservation where the correlating Future Cruise Credit is applied. Please note that commission protection will only occur on cancelled reservations that are paid in full and fall within the final payment window. If a guest misses the cancellation deadline of 48-hours prior to the sail date and requests a late cancellation, full penalties will be assessed, and commission will be protected. Please note that FCC commission earnings are payable only on sailed reservations.
      *Additionally, conditions may vary if booked through a Tour Operator. It’s recommended that you reach out to the individual Tour Operator for applicable terms.
  • When wishing to move to a future sailing (Lift & Shift):
      Commission will be paid on the sailed booking. If already disbursed on the current reservation, the commission payment will not be paid on the future booking.
    • Outside Final Payment: Normal policy applies – Commission will be paid on the earned, commissionable amount once the individual reservation is paid-in-full.
    • Inside Final Payment: Commission will be protected and will not be impacted by price adjustments within the Final Payment period.
  • When opting to cancel for a refund:
    • Standard cancellation policies apply; Commission is protected only under 100% penalty.
What will happen to my client's Cruise Again onboard credit if he/she chooses to cancel?

When choosing Cruise with Confidence, Cruise Again onboard credits will be reallocated to your client’s future booking. Additionally, if your client has received onboard credit as a result of a redeployment, charter, or other goodwill gesture, it will also follow them to the new reservation. If your client chooses to cancel without opting for Cruise with Confidence, the onboard credit will be forfeited.
Do the same parameters apply to both Group and Individual reservations?

At this time, named and deposited Group and Individual reservations confirmed on-or-before January 31, 2021 qualify for the same “Cruise with Confidence” guidelines. Contracted group eligibility may vary, and, at this time, chartered sailings do not apply.
If my group shell is blocked prior to January 31, 2021, does the entire group now qualify for Cruise with Confidence, regardless of when names are entered?

For Cruise with Confidence eligibility, bookings within a group must be named and deposited on-or-before January 31, 2021 to qualify. Unnamed group shells do not apply.
What happens if one guest in a double stateroom wishes to cancel, while the other guest prefers to sail?

If one guest elects to cancel under Cruise with Confidence, the guest wishing to cruise can absolutely do so as a single traveler with no change to his/her cruise fare.
Will my client’s air change fees be protected?

If your client booked refundable air accommodations through Azamara, change fees may be incurred and are the guest’s responsibility. If your client selected a non-refundable air option through Azamara or air accommodations on their own, please reach out to the air carrier directly for further assistance.
Will a refund be administered for hotels and transfer purchases?

  • When electing for a Future Cruise Credit:
    • If your client purchased hotel accommodations or transfers with Azamara, all charges will be automatically refunded. Purchases outside of Azamara will need to be addressed directly with the supplier.
  • When opting to Lift & Shift:
    • If your client purchased hotel accommodations or transfers with Azamara, these will be removed during the re-accommodation process, but can be re-added, if desired, once confirmed on the future ship/sailing of choice. Purchases outside of Azamara will need to be addressed directly with the supplier.
Upon cancellation, will my client be credited for any pre-cruise purchases, such as beverage packages, shore excursions, etc.?

Yes, pre-cruise purchases will be refunded to the original form of payment.
Do standard Final Payment timelines still apply?

Yes, full payment is still required at 120 days-to-sailing for after December 1, 2020 and at 90 days-to-sailing for departures prior to December 1, 2020.
Do all fare codes qualify for the Cruise with Confidence FCC?

Yes, there are no restrictions to any rate codes.
To qualify for the Cruise with Confidence policy, what is the last day that my client can cancel?

The Cruise with Confidence policy applies to all guests wishing to cancel up until 48-hours prior to their date of cruise departure.
Will earned Tour Conductors be protected?

Under the Cruise with Confidence program, group TCs will be protected, though the minimum required stateroom counts are still required to qualify.
Assuming my client opts for a Future Cruise Credit, what is the redemption deadline?

All Cruise with Confidence Future Cruise Credits must be redeemed on sailings departing on-or-before December 31, 2021 or 12-months from the date of cancellation, whichever is further. Cruise with Confidence Future Cruise Credits cannot be redeemed on the sailing where it was previously issued; Only future sail dates qualify for FCC redemption.
What is required in order to issue the correct FCC amount?

Full payment needs to be made to us in order for Azamara to issue the correct FCC amount. We can also issue 125% FCC on a paid deposit.
How is the value of my client’s Future Cruise Credit determined?

Your client’s Future Cruise Credit will be reflective of the Cruise fare (Cruise + Non-commissionable Cruise Fare) amount paid, less taxes & fees. Air, pre/post hotels, transfers, etc will be refunded to the original form of payment.
What happens if there is a difference in cruise fare between the Future Cruise Credit issued for my client’s cancellation and what they would like to book next?

If the cruise fare on your client’s new booking exceeds the Future Cruise Credit’s value, your client will be responsible for the difference. Alternatively, if the new cruise fare is lower than the Future Cruise Credit’s value, a new Future Cruise Credit will be issued for the balance, opening yet another great opportunity to cruise with us again!
Are Future Cruise Credits interchangeable between brands?

Future Cruise Credits acquired through our “Cruise with Confidence” policy are brand-specific and can only be redeemed on the brand where the cancellation occurred.
Will my client’s Future Cruise Credit be sent directly to him/her? If so, how will travel partners benotified?

All Future Cruise Credits will be sent directly to the impacted guest, with the associated travel partner in copy.
What if my client used a Future Cruise Credit to pay for their existing cruise and now wishes to cancel under “Cruise with Confidence” terms?

If a Future Cruise Credit was leveraged to pay for either all or a portion of the existing reservation, upon cancelling, the original FCC will be reissued at 100% of the amount redeemed on the cancelled reservation. The expiration date of the reissued FCC will reflect that of the original certificate or will be set 12-months from the cancellation date, whichever is further out.
Are there any ships/sailings where the Cruise with Confidence Future Cruise Credit is ineligible?

The FCC can be redeemed on any future sailing of your client’s choice that departs on-or-before December 31, 2021 or within 12-months from the cancellation date, whichever is further out. The FCC cannot be used to repurchase the same ship/ sailing where the original booking cancelled.
Can Future Cruise Credits be used to pay for the deposit owed on my client’s reservation?

A Cruise with Confidence FCC cannot be used to simply pay for the cruise deposit. However, if the gross cruise fare is less than the amount of the FCC, no payment would be required other than the amount due for taxes and fees. If the FCC does not cover the gross cruise fare, the guest will be required to pay either the balance due, or the deposit amount, whichever is lower.
What happens if my client placed a deposit on a new booking and the FCC that is issued is valued at more than the value of my cruise?

Once the request is received, we will apply the Future Cruise Credit to your client’s reservation. Your client’s deposit can be used towards any taxes/fees, pre-paid gratuities, or travel protection. If the FCC has any additional value after application, it will be reissued as a new FCC.
Can my client use more than one Future Cruise Credit to pay for his/her cruise fare?

At this time, only one FCC can be applied to each guest in a reservation. Future Cruise Credits are not stackable.
Are Future Cruise Credits applicable to existing bookings or do only new reservations qualify?

Future Cruise Credits should be used on new bookings; however, we understand that your client may have an existing booking with the deposit paid in anticipation for the certificate amount. Your clients can opt to apply the FCC amount to cover any amount due towards the cruise fare on the booking. Please note that FCCs do not cover taxes & fees or other booking components - such as transfers. Should the value of the FCC be greater than the balance owed, the variance will be reissued in the form of a Future Cruise Credit.
If my client has a unique scenario, specifically related to the redemption of their Future Cruise Credit, is there a process that I should follow to assist in servicing such requests?

We understand that there may be one-off scenarios that need special attention or unique consideration. Most of these situations can be addressed by our contact center team members as they have been trained accordingly. As a reminder, those inquiries can be directed towards our Trade Support & Service team at 1-877-222-2526.
What is the policy if my client chooses to Life & Shift?

Azamara will protect the original price/promotion when the client chooses to shift their current voyage to a future voyage of the same Destination Product, Sailing within 4 weeks of the original sail date in the subsequent year and +/- 1 night in voyage length. In addition, same stateroom category must be booked.
Understanding that the same itinerary, cabin category, sailing length, and timeframe are a requirement, is it essential that my client rebook on the same ship as well?

No, it is not required that your client rebook on the same ship.
If my client booked prior to January 31, 2021, is he/she eligible to Lift & Shift at any point prior to sailing?

Guests are eligible to rebook under the Lift & Shift guidelines between now and January 31, 2021. After this point, Lift & Shift expires and is no longer eligible.
Can I leverage automated tools to Lift & Shift my clients?

Currently, we ask that you contact our Trade Support & Service at 1-877-222-2526, to ensure all pricing and promotional components carry through.
Are any sail dates ineligible for Lift & Shift?

All voyages through April 30, 2022 are eligible.
For price adjustments within Final Payment, are the Onboard Credits refundable?

The Onboard Credit earned as a result of a reduction in price is non-refundable.
Can I leverage automated tools to take advantage of Best Price Guarantee?

Outside of final payment, you may leverage your preferred booking tool for price adjustments. However, to ensure accuracy with rate and onboard credit application, we ask that you please call our Trade Support & Service team to make the changes when inside of the final payment period.
Will a price reduction automatically reflect on my client’s reservation?

No, pricing will remain unchanged on all booked business, unless a call is prompted to refresh to a more desirable price point or promotional offer.
What price programs are excluded from the Best Offer Guarantee?

TA rates, Interline (strategic or tactical), Charters, group contracted rates, TA, Family and friends, Casino fares, Net rates (deep discount/tactical/ Net rate), Perishable/Strategic Certificates
If my client is currently confirmed on Azamara Pursuit in Europe this September 2020. Is my client able to book on Azamara Pursuit in August 2021?

Absolutely! As long as your client is sailing next year on a departure that falls within a 4 -week span of their original sail date and the voyage length is +/- 1 night of the original voyage, he/she is able to enjoy a cruise onboard the Azamara Pursuit in Europe within the same cabin category.
If my client was booked on a 15-night Europe cruise onboard Azamara Pursuit in October 2020 and now wishes to move to a 7-Night Europe onboard the same ship in August 2021, can my client take advantage of Lift & Shift as long as the same cabin category is selected?

Though the same itinerary, cabin category, and 4-week cruise window were selected, unfortunately, Lift & Shift is only applicable on sailings of the same length, +/- 1 Night. If your clients would like to reconsider, we will happily protect the pricing and promotional offerings on a 15-Night Europe cruise in August 2021.
If my client would like to Lift & Shift from 2020 to the same cruise in 2021 but would now prefer a veranda stateroom over their prior oceanview. Is this possible?

If desired, your client is certainly able to upgrade to balcony accommodations, though under prevailing pricing and promotional offerings. Unfortunately, prior rates and promotions will not carry through.
My client's exisiting reservation has reached Final Payment and currently resides within the cancellation penalty period. Is my client still able to Lift & Shift?

Absolutely! If all required criteria are met, your client can opt to Lift & Shift to a qualifying future sail date. Since your client's current reservation falls within the cancellation penalty period, the applicable penalty amount (as indicated on the day the booking is re-accommodated) will follow your client's reservation to the new ship and sail date. Assuming that your client sails as planned, there is no impact. Should your client wish to cancel in the future, the assessed penalty amount from the original reservation will be withheld, as well as any additional cancellation fees as indicated by the payment schedule on the new ship and sailing.
Healthy Sail Panel
How did the Healthy Sail Panel come together? How long have you been working together? Who decided that a panel should be formed and who initiated this venture?

Cruising is under the highest level of scrutiny in the travel industry. The expert panel was organized and funded by Royal Caribbean Group and Norwegian Cruise Line Holdings to ensure that the cruise industry’s health and safety standards reflect the best available science, technology and engineering practices, and meet or exceed the requirements of global regulators, including the U.S. Centers for Disease Control and Prevention (CDC). The expert panel will “open source” its recommendations to the cruise industry, as well as other sectors facing public health challenges as a result of the COVID-19 outbreak. In convening the expert panel, we sought a diverse group of leading experts with directly relevant experience in the challenges the industry faces. The panel members bring deep experience in the fields of medical practice and research, public health, medical policy, infectious disease control, hospitality management and maritime operations. Plans for this initiative were in development for several months, and the Healthy Sail Panel has been working together for several weeks now.
Did you consider doing this individually?

Before forming the Healthy Sail Panel, each company formed its own health and safety expert teams to assist with developing company-specific health and safety standards. Their work will inform the efforts of the Healthy Sail Panel.
How were the co-chairs selected?

Dr. Scott Gottlieb is the chairman of Norwegian’s company-specific Sail Safe Global Health and Wellness Council and Governor Leavitt is an expert advisor to Royal Caribbean Group.
Do any of the panel members have previous experience with the cruise industry?

Patrik Dahlgren, SVP of Global Marine Operations and Fleet Optimization for Royal Caribbean Group, and Robin Lindsay, EVP of Vessel Operations for Norwegian, will serve on the panel to provide operational expertise.
How will decisions be made? Will the panel make recommendations to the two companies and then they separately decide? Who will be the final authority/decision maker on policies? What is the degree of independence this group will have to reach its own conclusions?

The CDC, as part of a No Sail Order, required all cruise line operators to submit a plan to assure passenger and crew safety from COVID-19. The Healthy Sail Panel will work collaboratively with each cruise line to assure the best available science, engineering and public health principles have been used in their individual plan and that the plans meet or exceed the elements requested by the CDC and other global regulators.
Does each company have a working group internally dedicated to this task?

Yes, both cruise operators have company-specific health and safety advisory councils and working groups for this task.
Why isn’t Carnival included in this initiative? Did you approach Carnival? What did Carnival say?

While organized and financed by Royal Caribbean Group and Norwegian Cruise Line Holdings, the full body of work of the expert panel, including the comprehensive set of recommended protocols and guidance, will be made available to the entirety of the cruise industry at no cost. We see health and safety as the core foundation of this industry and not as a competitive advantage.
Will you share details of the protocols and processes with others? How so? Will there be any payment involved?

While organized and financed by Royal Caribbean Group and Norwegian Cruise Line Holdings, the full body of work of the Healthy Sail Panel, including the recommended comprehensive set of protocols, will be made available to the cruise industry at no cost.
Will other companies not included in the partnership follow the protocols you’re putting in place? How can you ensure the other cruise lines adopt the same type of standards?

While organized and financed by Royal Caribbean Group and Norwegian Cruise Line Holdings, the full body of work of the Healthy Sail Panel, including the recommended comprehensive set of protocols, will be made available to the cruise industry at no cost. Other companies will decide how they use the work product of the expert panel.
Is there potential to share these best practices with other travel, leisure, hospitality companies? Have you worked with other companies to-date?

The Healthy Sail Panel will make its recommendations available to the entire industry as well as other sectors of the travel and leisure industry that face similar public health challenges as a result of the COVID-19 outbreak. We expect to publicly share final recommendations from the panel.
Will the panel’s recommendations be applied globally to the cruise fleet or will this be more U.S. focused?

Global government agencies, including the CDC, play a critical role in preserving life, preventing COVID-19 transmission, and protecting public health. Our intent is to adopt the panel’s recommendations as well as the CDC standards across the global fleets of both companies.
How long will this alliance last?

The expert panel will work together as long as necessary.
When will you dissolve the advisory panel? How long are the co-chairs and panel members signed on for contractually?

The initial contract is for two years.
Will you continue to consult with its members after you resume sailings?

Yes, after the fleets return to service, Gov. Leavitt and Dr. Gottlieb will continue to assist the companies in evolving their approach as new insights emerge.
Will the panel be involved in working with other parties including governments and ports around the world?

The cruise operators will individually prepare their own health and safety strategy and plans and work directly with the CDC and other regulators for approval.
The expert panel does not have representation of every category of required expertise, why?

The Healthy Sail Panel is comprised of leading global experts with diverse and relevant experience in public health, infectious diseases, biosecurity, hospitality and maritime operations. If additional expertise is required, the panel will seek input from relevant experts.
Is the panel operating independently of the industry?

The expert panel is working in collaboration with the industry to develop a set of comprehensive health and safety protocols for the cruise industry which meet or exceed required global public health standards, including those required by the CDC.
How much will the cruise operators influence the work of the panel?

The expert panel will collaborate with the sponsoring cruise operators and leverage their operational expertise to develop practical and effective solutions to the current public health challenges.
Will the expert panel make its recommendations public?

The Healthy Sail Panel will make its recommendations available to the entire industry as well as other sectors of the travel and leisure industry that face similar public health challenges as a result of the COVID-19 outbreak.
How many experts are on the panel?

The panel is comprised of 11 experts at the forefront of their fields. In addition, several experts will also serve as senior advisers to the panel including Dr. Caitlin Rivers and Dr. Phyllis Kozarsky.
When does the panel expect to have a final set of recommendations?

The panel hopes to provide initial recommendations to the cruise operators by the end of August.
Regarding the CDC/No Sail Order: Will you be meeting and working with the CDC and other global health authorities on these new protocols? What interaction have you had with them to date?

We look forward to sharing our enhanced protocols with the CDC at the appropriate times. The CDC will be invited as an observer to panel meetings.
When do you expect to announce the additional protocols developed?

The panel intends to move as quickly as possible with an objective of providing initial recommendations to the cruise operators by the end of August.
How long will it take to implement these changes?

Both Norwegian and Royal Caribbean Group have been working around the clock for the past few months to enhance health and safety standards across their fleet. Once the enhanced protocols are finalized, the companies intend to quickly implement changes prior to the resumption of sailings. How long exactly this will take will be dependent on what changes are required to implement the protocols.
What types of protocols do you expect to put on board? Do you expect these to be temporary or do you think there will be things that are permanently changed?

We expect to have a comprehensive and robust set of new enhanced health and safety protocols on board. This could take the form of many things, including enhanced embarkation screening, temperature screenings, testing options for guests and crew, enhanced sanitization and disinfection protocols, upgraded air filtration, social distancing, reduced occupancy, and changes to dining and other initiatives. We continue to evaluate all options and the Healthy Sail Panel will provide recommendations on the most practical and effective measures to implement across our fleets.
How does social distancing work on a cruise ship? Will you be reducing capacity permanently?

Social distancing on cruise ships could come in many different forms. Initially, we expect to reduce the overall guest capacity on board our fleets to allow for easier social distancing. At this time, we do not expect capacity reductions to be permanent. We are exploring other options for social distancing, including reduced capacity at dining and other public venues, staggered embarkation and check-in and the addition of more options for entertainment such as additional show times to allow for social distancing.
What are your plans for testing? Is it possible to test everyone before coming on a cruise ship?

We will evaluate all options and technology available for testing for guests and crew.
Will you start resuming sailings without making these changes? After you’ve implemented these protocols, will you fully resume sailings?

Our number one priority is the health, safety and security of our guests and crew, and the communities we visit, and as such, we will take a cautious approach to reopening. We are committed to implementing the new and enhanced health and safety protocols prior to resuming our cruises. We expect to return to sailing with a measured and incremental approach, and it will take time to have our full fleets back in operation.
Prior to resuming sailings, will you have plans in place with each port/government to deal with any potential COVID-19 cases that arise?

Our teams are working closely with the governments and ports we visit around the world to establish plans and protocols for the resumption of cruises, including protocols to deal with COVID-19 cases that arise. The Healthy Sail Panel will address this in its recommendations.
Should we expect both companies to have a similar timeline to resumption of operations given this JV?

Each company will determine its own timeline for resumption of operations. However, both companies are committed to not resuming operations until the comprehensive health and safety plan is firmly in place.
Will both companies commit to implementing the exact same protocols across their fleets? Or will we still see some differences in health and safety policies between the two sponsoring companies?

The sponsoring companies expect to utilize the recommendations from the Healthy Sail Panel as the core of their enhanced protocols, but additional health and safety measures above and beyond these could be implemented by each cruise operator.
What if the panel recommendations aren’t practical or can’t be executed operationally on a cruise ship?

The Healthy Sail Panel will be collaborating with the sponsoring cruise operators and leveraging their extensive operational expertise to develop practical and effective recommendations that can be executed on cruise ships.
What if the cruise industry resumes cruising and the recommended protocols fail?

The Healthy Sail Panel will attempt to provide a robust and comprehensive set of protocols and recommendations to cover many different possible scenarios and minimize risk. In the unfortunate event that a situation arises, the cruise operators are committed to quickly addressing any issues and developing appropriate solutions. The main priority will remain the health and safety of our guests and crew, and the communities we visit, and we will act accordingly.
Will the expert panel assist with troubleshooting and addressing new challenges once cruises resume?

Yes. After the fleets return to service, Gov. Leavitt and Dr. Gottlieb will continue to assist the companies in evolving their approaches as new insights emerge.
Online Check-In
How does the Online Check-In mobile & web experience benefit my client(s)?

The Online Check-In process offers your clients an improved design and streamlined flow. Clients will be asked to enter fewer data fields and can apply information, like credit card data, to multiple parties on their reservation. These improvements help your clients move through the check-in process faster and easier.
What are the differences between the Mobile App and Azamara.com?

  • Azamara App (available only on PursuitSM)
    • Scan Travel Documents / Information automatically uploaded
    • Add security photos
    • Convenient Mobile boarding pass
  • Azamara.com
    • Manually enter travel document information
    • Add security photos
    • Print boarding passes
    • Standard boarding at all ports
If my clients are interested in checking-in to an upcoming cruise, what are the steps to complete this process?

Your clients can download the Azamara App if sailing with Pursuit or go to www.Azamara.com. New users will be asked to create an account first. Clients will find their reservations under the “Upcoming Cruises” tab. To start or continue the check-in process, clients will click “Start check-in” next to the reservation for which they wish to check-in.
When can my client(s) check-in prior to their cruise?

Your clients can complete the check-in process from 90 days to 72 hours prior to their sail date. If your client misses the check-in window, they have the option to check-in upon arrival at the pier.
Who is eligible to complete the check-in process?

To complete the check-in process, clients must be at least 21 years of age. Adults traveling with minors have the ability to check-in any client under the age of 21, as long as the reservations are linked. The Cruise Ticket Contract can be accepted for all clients completing the checked-in process.
How many reservations can a client check-in?

A client can link their account with up to 4 additional reservations that they are traveling with. They can then complete the check-in process and Cruise Ticket contracts for everyone. If there are more than 5 guests traveling together, the additional members will need to be checked in from another account. Please note once a reservation is linked, a reservation cannot be unlinked.
Can my client(s) edit information, such as “Guest Details”, after check-in is complete?

Yes, clients can click “Update check-in/Boarding Pass” next to the reservation they’d like to update. Those who have printed their Boarding Pass would then need to reprint.
What if my client’s First/Middle/Last Name appearing during check-in do not match their travel documents?

For successful check-in, the client’s full name must match their legal travel documents. If they do not match, it is important that the necessary edits be made to their reservation to ensure all areas match accordingly.
How is Travel Document information populated?

In the Azamara app, simply take a photo of the Travel Document to “scan” it in. On Azamara.com, the drop-down menu for “Document Type” is dynamically populated based on guest’s Citizenship and Itinerary.
Is providing a photo mandatory during check-in?

No, clients can opt to provide a photo during check-in or, upon arrival at the port, a picture will be taken.
Is my client required to set up an onboard expense account during check-in?

During the check-in process, each client must select one of the following options: Credit Card, Cash, or No Charging Privileges. A single payment method may be used for everyone in the reservation or a separate payment method can be set up for each individual.
Is it required that all clients within a reservation be checked-in at the same time?

No, the client completing the check-in process has the option to check-in for all at one time or each client individually at different times.
Where can I go to see my clients' eDocs & Bag Tags?

Your clients' eDocs and bag tags can be viewed via CruisingPower.com & Espresso. In Espresso, log-in to the reservation, select Cruise Ticket Documentation under the Manage section. eDocs can also be found by hovering over the Booking Tools tab in CruisingPower.com, then click on Travel Documentation and enter the reservation number.
Who should my client(s) contact if they need further assistance regarding Online Check-In?

To reach our contact center, please call 1 (877) 222-2526. Hours of operation are: Monday-Friday 9:00 am – 9:30 pm EST; Saturday 10:00 am – 3:00 pm EST; Sunday closed