The influx of daily developments regarding the evolving situation with the Coronavirus has caused a time of uncertainty for many travelers. The health and safety of our customers remains our top priority. During this time of uncertainty, we want you to know we are here for you. Whether you are anticipating your upcoming reservation, need to cancel a reservation or have questions about cruising, flying, renting a car, or staying at a hotel or resort—all travel service providers are rapidly responding to the situation—addressing concerns, answering questions and making adjustments for more flexible vacation options.
We are proactively trying to reach all of our members with travel itineraries impacted due to the Coronavirus (COVID-19) situation to provide cancellation information and options.
Please note: all refunds are taking up to 60 days from the time we receive your request.
We are experiencing extremely high call volume and it may be difficult to get your questions answered quickly. However, we want you to have peace of mind so we created this helpful resource to answer your questions.
We’d like to thank you for your continued confidence as we all navigate through this unprecedented time.
Please click here to access chat services online for our customers and members with cruise reservations. Additionally, you can always email us at: faq@help.premiummemberservices.com .
We are experiencing longer than average hold times at this time. As we strive to provide you the highest level of customer service, we appreciate your patience and understanding. If you are not traveling within the next 7 days, we recommend calling back at a later time.
What steps can travelers take to protect themselves from COVID-19?
With enhanced security measures advised by government agencies like the Center for Disease Control (CDC) and the World Health Organization (WHO), cruise lines are proactively increasing communications to passengers with upcoming bookings regarding medical advisory tips, sanitation efforts and advanced health screenings.
Due to unforeseen recent events impacting some cruise lines, many operators have temporarily suspended itineraries and have cancelled sailings. For a list of cruise lines that have postponed sailings and their cancellation policies, please click here.
We are proactively trying to reach our members to provide options.
We are experiencing high call volume and it may be difficult to get your questions answered quickly. We are offering chat services online for our customers and members with cruise reservations and you can always email us at: faq@help.premiummemberservices.com. You may also complete this form to start the cancellation process. Please note: all refunds are taking approximately 60 days from the time we receive your request.
To ensure the safety of all guests, cruise lines have enhanced their preventative screening process for embarkation. Including robust outbreak prevention and response plans, including procedures to provide care for and isolate passengers and crew if needed. Additionally, all guests may be subject to random screening at any time while aboard. If a guest exhibits signs of illness, temperature screenings will be taken and medical support provided as needed.
We are working closely with our partners to keep you informed about the Coronavirus outbreak and how it may affect some of our members’ travel plans. As we receive information about cancellations or changes to itineraries, we will immediately reach out to you via email and/or phone if your sailing has been impacted. A travel agent will discuss your options and assist you with next steps on your booking.
Some impacts are more significant than others. If your sailing is cancelled due to a travel advisory, we will notify you and work with you to make any cancellations or changes. Some itineraries are adjusted by the cruise line with a simple port change within the itinerary. If the cruise line cancels your itinerary entirely, they may give you credit for a future cruise, or perhaps a full refund. For more information, you can visit the cruise line website for the most up-to-date policies.
Because of how air circulates and is filtered on airplanes, most viruses and other germs do not spread easily. Although the risk of infection on an airplane is low, try to avoid contact with sick passengers and wash your hands often with soap and water for at least 20 seconds or use hand sanitizer that contains at least 60% alcohol.
While the decision to cancel your reservation is a personal one, most providers are doing everything they can to offering flexible rescheduling and cancellation terms to allow customers more time to make decisions about travel. In many cases, rescheduling your trip to a later date may be an alternative. Please be assured that all travel providers are working diligently to ensure your health and safety is the number one priority, including increased customer communications and onboard sanitation measures.
As updates on travel restrictions due to COVID-19 are quickly changing and evolving, we recommend checking the following website.
We recommend cancelling your reservation through your online membership account, by clicking “My Account”, “View Reservations” and then selecting the “cancel” link next to the reservation you wish to cancel or click here. Please be sure to thoroughly review the terms and conditions of the reservation prior to proceeding with cancellation. If you booked a refundable reservation (according to the terms and conditions), rest assured, our team has received the cancellation and is working on the refund. Please note, due to the high volume of cancellation requests, the refund may take up to 60 days to process. If you booked a non-refundable reservation which is impacted by COVID-19 and you would like request a refund, please contact us via the message center, live chat or for cruises, please email faq@help.premiummemberservices.com . Due to the high volume of cancellation requests, if your trip is not within the next 7 days, please hold off calling customer service so we can help those traveling immediately.