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8th April 2020
Dear Affinity Partner,
I hope you are keeping well and positive during these difficult times. As you have guests booked with us later this year we thought you might have some questions about our sailings, when they will resume and what this means for their booking.
At the moment, as you may know, we have paused all our cruises until 23rd May. We are hoping sailing can resume after that, but the situation is obviously very changeable. We will let you know should decisions be made to change this date. We therefore understand and appreciate that guests might be concerned about paying the balance of their cruise as the payment deadline approaches.
We have had a number of conversations with the our guests on their request for us to review our balance due dates for guests and we wish to recognise this. I am therefore writing to let you know about some important changes we are making to our balance payment dates and cancellation charges to help during these uncertain times.
• I am pleased to let you know that on all sailings from 1st July onwards (or any 2020 cruise departing after July 1st where Fred. Olsen Cruise Lines have not already received balance payment), we have reduced our balance payment due date from 90 days prior to departure to only 28 days. We trust this gives you and your guest greater flexibility and peace of mind. What this means is that the guests’ cruise is secured with their 15% deposit, until just four weeks before departure, at which time (for 2020 cruises) their final balance will be due.
For clarity, this means that guests will not pay their balances until 28 days prior to their 2020 departure date.
• Once your guests’ balance is paid, if they are still unsure about travelling, we would like to let you know that their 2020 booking is covered with our new “Booking Reassurance Guarantee”. This means guests can Transfer’ their entire booking – and any monies paid – with no fee at all to any other cruise currently on sale (including 2021 and 2022). All guests’ need to do is give us a minimum of 14-days’ notice before they are due to sail so we can make the necessary arrangements.
At the same time, we recognise that some guests may have little choice but to cancel their booking. We understand this and would like to reassure you and those guests that they would only lose their deposit at the point of cancellation – providing this is done no later than 28-days before sailing. Travel insurance will cover most loss arising from cancellation so it is still very important that all guests ensure they have adequate cover wherever possible.
Finally, we would sincerely like to thank you and our mutual guest for retaining their booking with us and we look forward to welcoming them on board when the time is right for us all. Please be reassured that all payments made to us are completely secure as we are financially bonded by ABTA and ATOL.
I trust these changes are welcome and give you and our guest greater flexibility and peace of mind. On behalf of us all at Fred. Olsen Cruise Lines, stay safe and keep in touch should you have any further questions. We are here to help in any way we can.
Our call centre (Reservation and Guest services dept.) hours have been slightly adjusted to the below;
Day Reservations Guest Services
Saturday 09.00 to 17.00 09.00 to 17.00
Sunday Closed Closed
Monday 09.00 to 18.00 09.00 to 18.00
Tuesday 09.00 to 18.00 09.00 to 18.00
Wednesday 09.00 to 18.00 09.00 to 18.00
Thursday 09.00 to 18.00 09.00 to 18.00
Friday 09.00 to 18.00 09.00 to 18.00
Cruise the world with like-minded holidaymakers
On a Fred. Olsen cruise you’ll feel at home from the moment you step on board. Our smaller, friendlier, classically designed ships offer a more ‘grown up’ atmosphere all the way.
This means that as well as having the knowledge you’ll be sailing with like-minded guests, you can rest assured your booking is excellent value too.
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Don’t forget your NARPO discount!
NARPO has teamed up with award-winning Fred. Olsen Cruise Lines to give you a very tempting discount – up to 10% for existing customers – with 5% NARPO Members discount in addition to their 5% Oceans Loyalty Club discount.
New to Fred. Olsen customers can save 5% on their first sailing with them – and that’s on top of any current offers.
With many departure ports conveniently located across the UK and more than 200 ports of call to choose from, you can travel the whole world with Fred. Olsen. Discover the spectacular Norwegian Fjords, cruise the beautiful rivers and waterways of Europe or relax on the white sand beaches of the Caribbean. Wherever you sail, you’ll be enjoying it all on our smaller, more friendly ships.
To book any of our cruises call the Narpo booking hotline 0800 0355 108 to validate your membership, or visit the Fred Olsen Cruise Lines website at www.fredolsencruises.com/narpo
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