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COVID-19 Protection Program
The Worry-Free Promise program provides further peace of mind for guests with bookings made by March 31, 2023, and sailing on or before May 31, 2023. It is designed to assist guests who, as a result of testing positive for COVID-19 during their cruise, are required to isolate on board or disembark early due to the positive COVID-19 test.
Pre-Embarkation:
Future Cruise Credit (FCC) for 100% of the cancellation fee amount of non-refundable unused services, and a refund to the original form of payment for all taxes, fees, port expenses, and pre-paid onboard experiences and shore excursions purchased through the cruise line. Applicable, for guests and their immediate travel party in the same stateroom if any guest tests positive for COVID-19 within 5 days prior to embarkation.
On Board:
FCC worth 100% of the per-day cruise fare paid for any full day spent in isolation and a refundable credit to their onboard account for missed pre-paid onboard experiences and shore excursions purchased through cruise line.
General:
1. Guests who cancel prior to embarkation with Cancellation Protection Plan (CPP) or CPP Platinum on their booking who would prefer the cash refund of 80% or 90% respectively instead of the FCC may make their cancellation claim directly to Holland America Line with no need to present the positive test result. Simply follow the any reason cancellation instructions up to 24 hours in advance of sail time at Cancellation Protection Plan. For trip interruption claims under CPP Platinum including isolation due to illness, contact www.aontravelclaim.com for insured benefits.*
2. Guests with independent insurance are required to file a claim with their primary insurer prior to requesting cancellation fee FCC reimbursement from Holland America Line.
3. This program shall not be applicable to a guest or any member(s) of their immediate travel party if such individual makes any false statements to the cruise line as to such individual’s COVID-19 vaccination status. The cruise line reserves the right to revoke any of the goodwill benefits provided in this program in the event of discovery of such false statements.
4. This program is not intended to provide long-term care for issues arising from COVID-19.
*Subject to plan terms and conditions. If an insurance claim is denied, you may contact Holland American Line with the denial and you will be issued the FCC.
How long will guests have to redeem COVID-19 Protection Program Future Cruise Credit (FCC)?
COVID-19 Protection Program FCCs may be used toward any cruise booking made by and sailing within 12 months from the date of issue.
Which purchases are covered by the COVID-19 Protection Program?
1. Eligible guests who do not sail will receive an FCC worth 100% of the cancellation fee amount of non-refundable unused services, and a refund to the original form of payment for all taxes, fees, port expenses, and pre-paid onboard experiences and shore excursions purchased through cruise line. If you booked restricted air, there may be a credit issued by the airline which will become a separate Future Air Credit for that airline. Any balance not included in the air credit will be added to your FCC.Fully vaccinated means that a guest received all the doses in an authorized or approved primary COVID-19 vaccine series at least 14 days prior to embarkation. Up to date means that a guest is fully vaccinated, and received at least 1 booster dose, if eligible before embarkation. Guests are considered “up to date” from the date of receiving their booster dose.
2. Guests who miss cruise days, including time in onboard isolation or quarantine (as required by onboard medical team) will receive an FCC worth 100% of the per-day cruise fare any full day spent in isolation and a refundable credit to their onboard account for missed pre-paid onboard experiences and shore excursions purchased through cruise line, and for the refundable portion of taxes, fees, and port expenses for ports visited after disembarkation.
Will guests be required to provide proof of a medically observed positive COVID-19 test to cancel pre-cruise and use this program?
Yes. Guests will need to submit proof of their positive medically observed COVID-19 PCR or antigen test taken within 5 days of embarkation to be eligible for the COVID-19 Protection Program FCC coverage. This program shall not be applicable to a guest that makes any false statements to the cruise line as to such individual’s COVID-19 status. The cruise line reserves the right to revoke any of the goodwill benefits provided in this program in the event of discovery of such false statements.
How do guests request their FCC using this program?
Guests cancelling with a medically observed positive COVID-19 PCR or antigen test taken within 5 days of embarkation will need to cancel their booking by calling their travel advisor or Holland America Line and then upload their positive medically observed COVID-19 test to VeriFLY using the “Cancel My Booking” pass in the VeriFLY app. More information about how to use VeriFLY can be found at https://www.hollandamerica.com/en_US/verifly-app.html.
Once the booking cancellation and test results have been reviewed, eligible booking will have their FCCs issued to the guests’ Mariner Numbers. Guests FCCs will be automatically issued and applied to guest loyalty accounts. FCCs issued because of onboard isolation or early disembarkation will be automatically issued to guests’ Mariner Numbers.
Does this program replace the need to purchase travel protection?
No, this program is not intended to replace insurance or travel protection plans. Insurance policies and travel protection plans coverage vary but may allow for refunds, cancellation for non-COVID reasons, independent travel arrangements and non-COVID related illnesses, injuries and delays, depending upon plan terms.
Why should guests buy Cancellation Protection Plan (CPP) or Cancellation Protection Plan Platinum (CPPP) while you are offering the Book with Confidence program?
Vacation investments should always be protected. Our plans allow guests to cancel for any reason and receive either an 80% or 90% money back refund of the applicable cancellation fees. Platinum coverage also provides important trip interruption benefits.
What if guests used a Future Cruise Credit to pay for this cruise and are now cancelling under the COVID-19 Protection Program?
The original Future Cruise Credit will be reinstated with the prior Future Cruise Credit expiration date and amount. Guests may also receive a new Future Cruise Credit based on any additional cash amount paid following the COVID -19 Protection Program terms.
