At MSC Cruises we’re closely monitoring the ongoing evolution of coronavirus (COVID-19) and as the situation evolves reviewing our own policies with you and your clients in mind.
Cruise Assurance Program
Effective May 30, we have created MSC’s Cruise Assurance program, providing your clients greater flexibility with new and existing bookings, while protecting your commission.
The new program includes the following temporary guest cancellation policy*:
- NO NEED TO CALL NOW! Guests sailing on or before September 30, 2020 have the option to reschedule their reservation up to 48 hours prior to departure and receive a Future Cruise Credit for 100% of the original cruise fare paid.
- Any applicable pre-paid items will be refunded to original form of payment
- Guests can apply their Future Cruise Credit to any MSC cruise of their choice departing on or before December 31, 2021.
* If your client does not wish to participate in the MSC Cruise Assurance program, normal cancellation policies apply. Normal payment and cancellation policies apply if final payment has not yet been made.
In addition, as part of our commitment to working together and strengthening our valued partnership, for bookings rescheduled as part of our Cruise Assurance program (choosing the Future Cruise Credit in lieu of sailing) commission will be protected and paid prior to original sail date.
Rescheduling your clients for the MSC Cruise Assurance program is easy.
1) DO NOT cancel the original booking (doing so will activate our normal cancellation policy)
2) CLICK HERE STARTING MAY 30 to submit your applicable client bookings.
3) Within 14 days, we will then email a Future Cruise Credit for your client’s use.
What sail dates are included in the MSC Cruise-Assurance Program?
Effective May 30, all sailing departing prior to September 30, 2020 are eligible for the Cruise Assurance program. Registering for the Cruise Assurance program must be done no later than 5 pm 48 hours prior to departure.
What actions do I take if my client is outside of final payment?
Continue to advise your client on their upcoming MSC Cruises’ vacation. Normal payment and cancellation policies apply if final payment has not yet been made. Once your client makes final payment, and only if they choose to reschedule their cruise for a future date, they can then opt to participate in the Cruise Assurance program. You ONLY need to register the booking if your client wishes to reschedule their cruise.
What actions do I take if my client is paid in full and past full payment date?
Continue to advise your client on their upcoming MSC Cruises’ vacation. We look forward to welcoming them on board. In the event your client chooses to reschedule by taking advantage of a Future Cruise Credit, call us or access the Cruise Assurance link on MSC Book to provide their applicable booking information. Registering for the Cruise Assurance program must be done at least 48 hours prior to sailing (please make sure you call us or complete the web form no later than 5 pm ET 48 hours prior to your departure date). At this time our Cruise Assurance team will manage the booking, issue the 100% Future Cruise Credit, and ensure your commission is protected.
How do I take advantage of this flexibility for my clients?
DO NOT cancel the booking as this will activate our normal cancellation policy. Log onto MSC Book and click on the Cruise Assurance link under BOOKING to complete and submit the applicable bookings. You will immediately receive an email confirmation with a reference number. Our team will email the travel agent with the Future Cruise Credit for your applicable bookings.
Why not just cancel on my own and call in for the Future Cruise Credit?
To make sure your commission is paid, our Cruise Assurance team must manage the booking. Do not cancel the booking. Log onto MSC Book and click on the Cruise Assurance link to register your applicable bookings. Our team will then email you with the Future Cruise Credit for your applicable bookings.
How long will my clients have to redeem his/her Future Cruise Credit?
The Cruise Assurance Future Cruise Credit can be applied to any sailing departing prior to December 31, 2021. MSC Cruise Assurance Future Cruise Credits are non-refundable and non-transferable.
What if my client just wants to cancel their cruise?
Should your client wish not to participate in the Cruise Assurance program, normal cancellation policies apply.
Will Travel Advisor commissions be protected for guests who choose Cruise Assurance?
Yes, if the client chooses not to sail prior to 48 hours to sailing and the agent registers for Cruise Assurance, the agency commission will be paid. If the client cancels prior to final payment or does not enroll in Cruise Assurance the booking will cancel and normal penalties apply. During this temporary policy change, commission on new bookings where the Future Cruise Credit is applied will be paid in full.
What happens if there’s 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 their 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.
Do standard Final Payment timelines still apply?
Yes, full payment is still required at 90 days-to-sailing for departures less than 15 nights in length and 110 days to sailing for 15 nights and longer.
Do all rate codes qualify?
Do the same parameters apply to both Group and Individual reservations?
At this time, named Individual and Group reservations qualify for the same Cruise Assurance guidelines. Contracted group and tour operators eligibility may vary.
After applying Cruise Assurance, how will my clients be credited for any pre-cruise purchases, such as spa packages, shore excursions, etc.
We hope your guests will still sail, but in the event they do wish to reschedule, their pre-cruise purchases will be refunded to the original form of payment.
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.
Terms and Conditions
Effective May 30, 2020 - MSC Cruises Canada guests who have a cruise on or before September 30, 2020 may difer their cruise up to 48 hours prior to departure and reschedule. A Future Cruise Credit will be issued for the amount paid to any future cruise of your choice departing on or before December 31, 2021. The Future Cruise Credit is non-transferable. To book your new reservation, you must complete the Cruise Assurance Form online prior to calling our contact center at 1-833-253-9977. This offer can be withdrawn or modified at any time without prior notice.