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Information on Reservations Impacted by Coronavirus (COVID-19) Outbreak


WE ARE HERE FOR YOU

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 90 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.


For Cruises Contact:

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 .

For All Other Travel Contact:

We encourage you to contact us via the message center, under “My Account”, “Messages” or by clicking here. Additionally, you can contact us via live chat by clicking here.


GENERAL INFORMATION

Longer than Average Hold Times

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.

Travel Ban

On Wednesday, March 11, 2020, President Trump announced a travel ban from continental Europe. This suspension applies to all foreign nationals physically present in the Schengen Area of Europe in the 14-day period prior to attempted entry into the U.S. These countries include Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the United Kingdom.

Level 4 Travel Advisory

The U.S. State Department, on March 19, announced a Level 4 travel advisory applying to all international travel and instructing all Americans abroad to either return to the United States or prepare to “remain abroad for an indefinite period,” given the global threat of the coronavirus outbreak. The Level 4, “Do Not Travel,” is the most severe warning.

Many countries are experiencing COVID-19 outbreaks and implementing travel restrictions and mandatory quarantines, closing borders, and prohibiting non-citizens from entry with little advance notice. Airlines have cancelled many international flights and several cruise operators have suspended operations or cancelled trips.

U.S. citizens who remain abroad should follow the U.S. Centers for Disease Control and Prevention (CDC) and local health authorities’ guidance for prevention, signs and symptoms, and treatment for COVID-19. U.S. citizens remaining abroad should shelter in place as much as possible and limit contact with others, including large gatherings. Consider stocking up on food and other supplies to limit movement outside the home. If the situation deteriorates further, the ability of the U.S. Embassy to provide assistance to U.S. nationals abroad may be limited, depending on country.

Those traveling abroad should register for the Smart Traveler Enrollment Program (STEP). The Smart Traveler Enrollment Program is a free service that allows U.S. citizens traveling or living abroad to receive the latest security updates from the nearest U.S. embassy or consulate.

Benefits of enrolling in STEP:

  • You’ll receive the latest safety and security information for your destination country, so you can make informed decisions about your travel.
  • The information you provide enables the U.S. embassy or consulate to contact you in an emergency.

Travelers should also review and follow the Centers for Disease Control’s guidelines for the prevention of coronavirus.

FAQs

Common questions and information surrounding the Coronavirus for travelers with upcoming reservations

What precautions should I take?

What steps can travelers take to protect themselves from COVID-19?

Leading health authorities are urging the same personal best practices that are standard for a typical flu season, such as the following:
  • Avoid close contact with people who show signs of illness, including coughing or sneezing
  • Avoid touching your eyes, nose and mouth with unwashed hands
  • Wash your hands often with soap and water for at least 20 seconds
  • Use alcohol-based hand sanitizer that contains at least 60% alcohol if soap and water are not available
Source: U.S. Centers for Disease Control and Prevention; World Health Organization

Cruise Reservations FAQ

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 90 days from the time we receive your request.


What should I expect when I board my cruise?

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.


How will I know if my reservation is impacted by the virus?

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.


Can I cancel my cruise if my itinerary is impacted?

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.

If you need to cancel a cruise reservation that is not scheduled to sail within the next 14 days, we ask that you please wait until closer to your embarkation date to contact us so we can focus on customers with immediate needs. If you are scheduled to embark within 14 days, please complete this form

All Other Reservations FAQ


What should I expect when I start to travel again?

As destinations start to welcome travelers back, it is important to check with the local government to see what mandatory restrictions are still in place, as well as if the property you are staying at has an additional restrictions or adjustments to services provided. Some adjustments may include but are not limited to pool closures, restaurant closures, protective covering requirements, etc.


Are my travel plans guaranteed once I make my reservation?

Before booking, you should check any travel restrictions still in place at the destination you are traveling to, just to be certain they are in fact accepting reservations. In most cases, if you see it available in your Travel Megastore membership, it should be available. However, due to some rules around social distancing, occupancy and availability may be more limited than normal.


What is the risk of getting COVID-19 on an airplane?

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.


Should I cancel my reservation?

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.


How can I cancel my reservation?

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 90 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.


Official Health Websites

Center for Disease Control Coronavirus Home Page:
https://www.cdc.gov/coronavirus/index.html
Prevention and Treatment:
https://www.cdc.gov/coronavirus/2019-ncov/about/prevention-treatment.html
Traveler FAQ’s:
https://www.cdc.gov/coronavirus/2019-ncov/travelers/faqs.html
IATA Travel Restrictions:
https://www.iatatravelcentre.com/international-travel-document-news/1580226297.htm
World Health Organization Coronavirus Home Page:
https://www.who.int/health-topics/coronavirus
Cruise Lines International Association (CLIA) COVID-19 FAQ’s:
https://cruising.org/-/media/Media-Kit/CV/Cruise-Industry-COVID-19-Policy-FAQs__LATEST-VERSION
CLIA Statement on COVID-19:
https://cruising.org/news-and-research/press-room/2020/march/clia-covid-19-toolkit
 
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