Norwegian Cruise Line Updates Cancellation Policy: Introducing Norwegian’s Peace of Mind Policy

We received this important message from Norwegian Cruise Line this afternoon regarding their Updated Cancellation Policy through September 30, 2020

Dear Valued Travel Partner,
As always, we want to keep you informed of the latest happenings at Norwegian Cruise Line, especially during times such as these when we are faced with an incredibly fluid climate.  We truly appreciate your continued efforts and partnership and realize this has been a challenging situation.  Today we are announcing our new Peace of Mind policy, providing reassurance to your clients to book their vacation with confidence.
We are making temporary changes to our standard cancellation policy. This supersedes all previously announced changes and standard deposit and final payment schedules now apply. As this is a fluid situation, any amendments or reversals of these policies will be communicated to you as they occur.
For all new and existing individual and group bookings that embark from March 10, 2020 through and including September 30, 2020:

  • Guests can cancel up until 48 hours prior to vacation start date.  Cancelled reservations that occur prior to 48 hours to vacation date will receive a 100% future cruise credit (FCC) to be used for ANY Norwegian sailing embarking on or before December 31, 2022. 
    • Vacation start date includes any pre-hotel or Cruisetour packages booked through Norwegian.
    • FCC will include all components of the reservation that have been paid, including but not limited to: shore excursions, beverage and dining packages (including associated gratuities), service charges and air or transfers pre purchased through Norwegian.
      • Note any insurance purchased on existing bookings will not be included in the FCC amount
  • In the spirit of PARTNERS FIRST, ensuring you receive your commission is paramount to us:
    • All paid commissions are protected and will not be recalled.
    • During this temporary policy change period, commissions that have not yet been paid on voyages through September 30, 2020 will now be paid at time of sailing.
    • Commission on new bookings where the FCC is applied will be paid in full, as per our standard policy.

We expect call volumes to increase during this time and greatly appreciate your patience and understanding.  We are working to implement system updates and expect these to be in place starting March 11, 2020.  In order to best serve you, if your clients still wish to cancel, please contact us starting March 11th at 1-800-327-7030. 
We realize there may be many questions, so we are working on providing detailed FAQ’s, which will be sent as soon as possible.
We understand you are likely inundated with various policy and protocol changes from all supplier partners and it remains challenging to keep up with the various nuances.  For our current protocols, we always recommend visiting under our Travel Alert section. You can also click here for the most recent communication being sent to booked guests.  We continue to monitor if itinerary adjustments need to be made and will communicate those to any affected guests and travel partners.
While we are definitely operating under unique circumstances, it’s important to remember the travel industry and our business of cruising is one of the most resilient.  We recognize your clients may be hesitant to plan or confirm their vacation, but we encourage them to remain educated on the stringent protocols we have put in place and ask your support in reminding them. 
Having you as a trusted advisor and advocate during this time means more than most probably realize.  You continue to help educate your clients on fact versus fiction.  You remain calm.  You provide sound and unbiased counsel based on their individual circumstances.  And you share the love for and communicate the value of not just travel experiences, but travel aboard a Norwegian Cruise Line ship.
Thank you again for your patience, understanding and partnership as we manage this ever-evolving situation. We are in this together and alongside you.

We appreciate you today and always,

Warmest regards,

Katina Athanasiou
Chief Sales Officer
Norwegian Cruise Line

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