As a result of this change, we've prepared some options for your clients. These options are aligned with the compensation offered to support the original global suspension on sailings through April 10th, 2020.

BEST VALUE:  125% Future Cruise Credit

This Future Cruise Credit will be based on the total cruise fare paid at the guest-level and will be automatically issued to all impacted guests on-or-before April 30th, 2020 via email. Taxes and fees, as well as any pre-purchased amenities or onboard packages will be automatically refunded to the original form of payment within 30 days.

If your client previously opted to take advantage of our Cruise with Confidence policy, the 100% FCC will stand and this new option is not applicable. Additionally, if your clients redeemed their Cruise with Confidence FCC on a sailing that is now cancelled, they will receive a new Future Cruise Credit valued at 125% of the total cruise fare paid, including the amount of the original certificate.

LOWER VALUE: 100% Refund

If a full refund is preferred, we are happy to process this request simply by clicking the link below and submitting the requested information. Given how fluid this situation is, we are allowing ample time for your client to choose the best option. The 125% Future Cruise Credit will remain active through its expiration date of December 31st, 2021 or until a refund request is submitted, at which time it will be deactivated. Your client can expect the refund approximately 30 days after requested.

If your client redeemed a Cruise with Confidence Future Cruise Credit on an impacted sailing and would now prefer a refund instead, we are happy to administer a refund in the amount of the new funds paid above the original certificate and, in turn, will reinstate the Cruise with Confidence FCC for future use.

1. Originally, Royal Caribbean made the decision to suspend sailings through April 10th, 2020. Why are sailings now suspended through May 11th, 2020?

The health and safety of our guests and crew remain our utmost priority. As the spread of Coronavirus (COVID-19) continues to pose growing concerns and travel restrictions persist, Royal Caribbean, Celebrity, & Azamara have now decided to voluntarily suspend ship operations through May 11th, 2020, in an abundance of caution.

Each ship has activated their own, unique plan to withstand the time out-ofservice. We remain hopeful that all ships will return to cruising as of May 12th, 2020. The only known exceptions to this are the return date of July 2nd, 2020 for the kick-off of the Alaska season, as well as all sailings originating or ending in Canada. Likewise, Singapore departures resume operation beginning June 1st, 2020.

3. I recently cancelled my client’s cruise due to concerns around COVID-19 and received 100% Future Cruise Credit. Can I switch to the higher value Future Cruise Credit?

Royal Caribbean’s Cruise with Confidence policy launched on March 6th, 2020 and granted your client the flexibility to wait until 48-hours prior to sailing 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.

If a full refund is preferred, we’re happy to process this for your client. The selection of a Future Cruise Credit provides a higher value and also allows your client plenty of time to make the best decision for him/her. FCC redemption is valid on sailings departing on-or-before December 31st, 2021. Should your client wish to forfeit his/her higher value 125% Future Cruise Credit and receive a lower value 100% refund of the cruise fare, please indicate such by clicking here. Upon processing the refund and reimbursing the original form of payment, the Future Cruise Credit will be deactivated. No need to decide now – refund requests are available through December 31st, 2021, giving your clients ample time to consider their options. Refunds can be expected approximately 30 business days after the request is submitted.

If your client booked refundable air or hotel accommodations through Royal Caribbean, we have it covered. If your client booked non-refundable air through Royal Caribbean, Celebrity, or 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.

All guests sharing a stateroom must agree to the same compensation offer.

For sailings through April 10th, 2020, your client will receive his/her Future Cruise Credit via email no later than Monday, April 13th, 2020. Future Cruise Credits for recently suspended sailings departing between April 11th – May 11th, 2020 can be expected on-or-before Monday, April 30th, 2020.

All Future Cruise Credits will be sent directly to the impacted guest, with the associated travel partner in copy.

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, and prepaid gratuities, which will be refunded to the original form of payment.

We are excited that your client is ready to secure a new ship and sailing date. For an elevated offer, encourage him/her to take advantage of the 125% Future Cruise Certificate. In order to do this, it’s required that we cancel the reservation and issue an FCC. Thereafter, simply rebook your clients on the desired future ship and sail date, apply the FCC once received, and then pay any remaining balance due.

11. 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?

For sailings departing on-or-before April 10th, 2020, once the reservation is cancelled, refunds can be expected within 30 days. 

For sailings departing April 11th – May 11th, 2020, guests 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 Wednesday, April 8th, 2020 – 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 30 days for processing. This offer is applicable to individual reservations, as well as individuals within a Group.

XX. If my client selects the 125% onboard credit to be used on their future cruise, can they leverage it for purchases made pre-cruise?

Yes, the onboard credit can be used to pay for pre-cruise purchases.

We know how hard you work for your clients and we want to make sure you are appropriately compensated; therefore, we will be protecting your base commission not only on the cancelled sailing, but also on the future reservation where the Future Cruise Credit is applied. If the impacted reservation is not yet paid-in-full, commission will be based off of the amount paid.

13. The final payment date for my client’s cruise is during the period when Royal Caribbean has suspended operations. Will the final payment date be adjusted?

Shoreside operations will continue and, therefore, payment deadlines will not change.

Yes, the full cost of the Royal Caribbean, Celebrity, or Azamara Travel Protection will be refunded back to the original form of payment.

15. Are group bookings, including incentive and contracted business, eligible for this compensation offer?

Yes, group bookings are eligible and follow the same guidance.

The original Future Cruise Credit will be reinstated with the prior FCC amount and expiration date. If currently expired, the new expiration date will be set for 6-months from the sail date of your client’s cancelled cruise. If your client paid a balance on the cancelled reservation, a new Future Cruise Credit will be issued in the amount paid and can be redeemed on any sailing departing on-or-before December 31st, 2021.

17. Are Future Cruise Credits, specifically those associated with Cruise with Confidence and the Global Sailing Suspension, applicable to existing bookings? Or do only new reservations qualify?

Future Cruise Credits should be used on new bookings created on-or-before March 6th, 2020; 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 the remaining cruise fare due on this existing 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.

1. Any person who has traveled from, to or through mainland China, Hong Kong, Macau, Italy, Iran, or South Korea, or Europe (excluding United Kingdom) 15 days prior to embarkation. Click here for the list of European countries
2. Any person who has come in contact with anyone with 15-day prior travel to mainland China, Hong Kong, Macau, Italy, Iran, or South Korea or Europe (refer to the above link). The CDC characterizes contact with an individual as coming within six feet (2M) of a person
3. Any person who within 15 days prior to embarkation, has had contact with, or helped care for, anyone suspected or diagnosed as having COVID-19, or who are currently subject to health monitoring for possible exposure to COVID-19.
4. Additionally, for Caribbean Itineraries only: The above parameters will also include the countries of Japan, Singapore and Taiwan long with travel or contact occurring 21-days prior to embarkation.

On all Royal Caribbean International ships, mandatory temperature screenings will be conducted for all guests and crewmembers on embarkation day. If your temperature is above 100.4°F or 38° C, you and those in your party will undergo a secondary health screening. Temperatures will be taken with a digital, no-touch thermometer. So, no need to worry.

Additionally, secondary, enhanced health screenings will be performed on:

• Any person who reports feeling unwell or displays flu-like symptoms.
• Any person who has traveled from, to or through Japan or Thailand in the 15 days prior to embarkation.
• Any person who is uncertain about contact with individuals who have traveled in the 15 days prior to embarkation from, to or through mainland China, Hong Kong, Macau, Iran, Italy, South Korea, Japan, or Thailand.
• In some cases, guests presenting certain symptoms in the specialized health screenings may be denied boarding.
• For Caribbean Itineraries Only: Secondary health screening parameters will include the countries of France, Germany, Spain and Thailand for travel or contact occurring 20-days prior to embarkation.

All guests who are denied boarding due to these restrictions will receive compensation. Additional restrictions may be imposed based on local circumstances. For example, certain countries may deny visas or prohibit entry based on travel history or nationality.

We have rigorous medical protocols in place to help guests and crew members who feel unwell while sailing. Our protocols include professional medical treatment; isolation of unwell individuals from the general ship population; and intensified ship cleaning, air filtration, and sanitization procedures.

We are assessing developments constantly and will update these measures as needed. Guests with questions may contact the customer care departments of our individual cruise lines or their travel professionals.

Lastly, your earned commission will be protected on both the cancelled booking and the future reservation where the FCC is redeemed. Guests can apply these credits to any future cruise of their choice departing on or before December 31, 2021.

We hope that this program provides you and your clients comfort, knowing they can choose to sail as planned or at a later time. Either way, we want them to have the perfect cruise vacation. Since this policy is fairly new, we’ve included some answers to questions you may have below. Please note that this policy is subject to change.

FREQUENTLY ASKED QUESTIONS -   Click here for a PDF version of these FAQs

1. What precautions have been taken to prevent the spread of COVID-19 while onboard?

Once Royal Caribbean, Celebrity, & Azamara resume operations on May 12, 2020, we will continue to thoroughly sanitize all terminal and ship access points before and after all sailings. In addition, over and above the normal procedures, we will continue to extensively clean high-traffic areas onboard, including restrooms and public areas. Daily announcements will be made to remind guests to wash their hands often, use recommended coughing etiquette, and report any illness symptoms immediately. Also, additional medical staff has been added and will provide complimentary medical consultations during each sailing if needed.

2. Do all sailings qualify for “Cruise with Confidence”?

On March 6, 2020, Royal Caribbean, Celebrity, & Azamara's new Cruise with Confidence policy was introduced and included sailings departing on-or-before July 31, 2020.  As of March 30, 2020, the sailing window was expanded through September 1, 2020..

3. How long will my client have to redeem his/her Future Cruise Credit?

All Cruise with Confidence Future Cruise Credits must be redeemed on sailings departing on-or-before December 31, 2021.  Please note that 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.

4. What is the process for cancelling or re-accommodating my clients?

Should your clients be interested in cancelling and opting for a Future Cruise Credit, please submit the booking details via the digital Cruise with Confidence cancellation form on CruisingPower.com or LoyalToYouAlways.com. We’ll take it from there – ensuring the Future Cruise Credit is processed for your clients and also the commission earnings protected for you! Please be advised that ALL guests in the stateroom must opt for Cruise with Confidence in order to qualify.

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.

5. Where can I locate the Cruise with Confidence digital cancellation form?

The cancellation form can be found on CruisingPower.com under Alerts, on the Espresso homepage, or searchable via Latte.  In addition, the form is also housed on LoyalToYouAlways.com under News or direct access through https://loyaltoyoualways.com/service/cruisewithconfidence1/.  For further assistance, our Trade Support & Service team is happy to take your calls, though we appreciate your patience as longer-than-normal hold times are likely.  Azamara: 1-877-222-2526 • Celebrity Cruises: 1800-437-3111 • Royal Caribbean: 1-800-327-2056.

6. 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.

7. Will Travel Partner commissions be protected for guests who choose to cancel their existing reservation?

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, fall within the final payment window, and where guests have opted to take advantage of the Cruise with Confidence FCC option.  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.

8. What if my client prefers to change the ship and sail date instead of cancelling?

Guests outside of final payment can certainly opt to change their ship and sail date. If your client booked a Non-Refundable Deposit fare, the change fee will be waived for sailings through September 1, 2020.

9. Within Final Payment, can my client change his/her ship and sail date instead of opting for a Future Cruise Credit?

We’re happy to hear that your client has already planned their future cruise with us! Unfortunately, we won’t be able to change the ship and sail date within the Final Payment period. What we can do is create a new booking and apply your client’s Future Cruise Credit upon receipt.

10. What will happen to my client's NextCruise onboard credit if my clients choose to cancel?

When choosing Cruise with Confidence, NextCruise onboard credits will be re-added to your client’s booking if they opt to change their ship and sail date.  Should that choose to cancel with Cruise with Confidence, it will be applied to the new reservation, upon rebooking.  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 booking.  If your client chooses to cancel without opting for Cruise with Confidence, the onboard credit will be forfeited.  Any promotional onboard credits will be forfeited.

11. If my clients are not interested in a Future Cruise Credit and simply wish to cancel for a refund, what are the options?

Guests wishing to cancel prior to final payment can absolutely do so for a full refund of all monies paid to-date, and the nonrefundable deposits will be 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.

12. 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!

13. Are Future Cruise Credits interchangeale 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.

14. Do the same parameters apply to both Group and Individual reservations?

At this time, named Individual and Group reservations qualify for the same “Cruise with Confidence” guidelines. Contracted group eligibility may vary and, at this time, chartered sailings do not apply

15. Will my client's air change fees be protected?

If your client secured air accommodations through our internal air program and now wishes to alter his/her plans, they can do so with confidence!  Our team will handle all re-accommodations and we’ll cover any change fees.  Should any additional charges be incurred, please keep in mind that your client will be responsible for this portion.  If air was booked independently, please contact the air carrier directly for assistance with cancelling or changing your client’s flight accommodations.

16. What about hotel and transfers? Will I receive a refund for those?

If your client purchased hotel or transfers with Royal Caribbean, they will be refunded. Anything purchased outside of Royal Caribbean will need to be addressed directly with the supplier.


17. Do standard Final Payment timelines still apply?

Yes, full payment is still required at 75 days-to-sailing for departures 1-4 nights in length and 90 days-to-sailing for 5+ nights.  For Azamara full payment is required at 120 days-to-sailing.

18. Do all fare codes qualify, including Non-Refundable Deposit fares?

Yes, there are no restrictions to any rate codes.

19. How are Non-Refundable Deposit bookings impacted by this policy update?

Non-Refundable Deposit bookings for Royal Caribbean and Celebrity sailing on-or-before September 1, 2020 are eligible for this temporary policy change and follow the same guidelines.  Prior to the Final Payment deadline, Non-Refundable Deposit bookings wishing to change to an alternate ship or sailing can do so with no fee assessed - the change fee will be waived.

20. Upon cancellation, will my clients 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.

21. Can my clients 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.

22. What happens if one guest in a double stateroom wishes to cancel, while the other guest prefers to sail? 

The guest wishing to cruise can absolutely do so as a single traveler, with no change in cruise fare. Please follow the Cruise with Confidence guidelines to ensure the cancelled guest receives their preferred option.

23. 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

24. What if my client used a Future Cruise Credit to pay for their existing cruise and now wishes to cancel under the Cruise with Confidence terms?

The original Future Cruise Credit will be reinstated with the prior FCC amount and expiration date.  If expired or due-to-expire before October 31st, 2020, your clients will be granted an extension through October 31st, 2020 to redeem. Your client will also receive a new Future Cruise Credit based on the remaining amount paid and following the Cruise with Confidence policy terms.

25. To qualify for the new 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.  Please reference the chart below for further clarity.

26. If a group falls below the minimum threshold of 8 staterooms, will earned Tour Conductors be protected?
Should group counts fall below the minimum requirements, at this time, Tour Conductor credits will be honored within our current 30-day to sailing policy.

27. Are there any ships/sailings where the Cruise with Confidence Future Cruise Credit is ineligible?
The FCC can be redeemed on any future sailing departing on or before December 31, 2021 of your client’s choice, as long as it remains on the brand originally purchased.  The FCC cannot be used to repurchase the same ship/ sailing where the original booking cancelled.

28. 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 FCC to your client’s booking. Your client’s deposit can be used for any taxes/fees and travel protection, and remaining deposit will be refunded. If the FCC has any additional value after application, it will be reissued in a new FCC. 

29. Are Cruise with Confidence 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 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 new Future Cruise Credit.