mvjcruise

Last February I started this thread because I wanted to book a cruise with Scenic, but could not get their website to work. Little did we know at that point that Scenic had fallen victim to a cyber attack.

Today, almost a year later, I find myself in the same situation. I am again trying to book a cruise, but cannot get any cruises to come up in in the cruise finder. I put in river cruise, the month I want to sail and NO cruises show up. None, Zero. I know there are cruises in April, the website will not show them!
 

I love Scenic once onboard(even on the ill-fated Jade cruise with the engine trouble this past April), but this is getting ridiculous. 
 

How are we to look at, and book cruises if they can’t get their website to work?

I am so frustrated, today I started looking at other cruise lines!

On 5/27/2022 at 11:02 AM, CJANDH said:

I think he might be referring to help getting a covid test to fly back to the USA. I have the same question.

On our Jade cruise, they gave out a list of sites where testing is available. You were on your own to actually get the test.

3 hours ago, jmm said:

Does Scenic provide a venue for last day Covid testing on their river cruises?  We were trying to figure out if we should arrange on our own in Amsterdam.  We are flying back to the US the day we disembark the ship. Thanks!

On our cruise, they handed out a sheet with options for testing. You are on your own to get the test.

Update on Jade passengers on the cruise with engine problems. We were told on the ship that we would be contacted in 1-2 weeks by corporate to work out compensation for our trip interruption. The cruise ended on April 20. As of today, I had not heard from Scenic, so I called them. 
 

The rep. on the phone had no idea that the Jade was out of service, that a cruise had been interrupted, or the the Pearl was now taking Jade cruises and some of the Pearl cruises were being canceled. 
 

He sent a message to “managers and supervisors” while I was on the phone. The response was that the team assigned to the interruption would being calling this week. A note was made in my booking.  And now, we wait.

On 5/3/2022 at 4:19 PM, BellsRUs said:

 

That would be an interesting solution! Does anyone know if the Scenic ships have been sailing with a full ship?

We were on the Jade cruise that was interrupted by engine trouble. We were told there were 139 on board. Jade information states that she can hold 169 passengers. Can’t speak to other ships.

13 hours ago, BellsRUs said:

We are supposed to board the Jade tomorrow in Budapest and finally received emails this morning that we will be on the Pearl instead. I’ve been following the Jade’s non-progress on my Marine Traffic app, so I figured that would be the answer, but it took them a long time to notify us.

So if the Pearl is handling the original Jade cruise, what ship is handling the Pearl cruise that is scheduled to leave Amsterdam tomorrow? I don’t see any Scenic ships in Amsterdam.

In Duisburg, the crew moved everything from the Jade to the Pearl, then the crew are headed back to Amsterdam to meet the next passengers on Wednesday morning.

Here is Scenic’s plan, as explained to us at breakfast. The Jade is headed to dry dock in Nuremberg for at least two weeks. Two engines are not functioning. They docked yesterday on thrusters, and hit the dock slightly at docking.

The Pearl will take on next week’s passengers as she has no cruises scheduled until, I believe, May 8.

We have ended up at The Hague, as no hotels could be found in Amsterdam. We still head to Kukenpoff tomorrow. It has been a rather long day with many twists and changes. 
 

We have been told the corporate will reach out to us about compensation within one to two weeks. 

Heads up.

Scenic Jade has experienced engine problems. We were unable to leave Arnhem today. In the morning we will disembark, head to Hoorn, by bus, for our excursions, then to Amsterdam for the final two nights of our cruise in a hotel.

20 hours ago, loriva said:

Scenic isn't offering a courtesy shuttle into central Amsterdam?  Any idea how long Scenic will be docking there?

On embarkment day they did not offer a shuttle. Since we were the first cruise to encounter this, I wonder if they may start offering one in the future. We have an entire day in Amsterdam at the end of our cruise, and they will be offering a shuttle that day. They do not know how long they will be docking there. The harbor master only gave them 10 days notice that rehab was starting, per our cruise director.

We are onboard the Jade. Everything is functioning well. We have had drinks and lunch, service and food are excellent, as was our last cruise.

 Crew reported 140 passengers expected this cruise.

An FYI for those of you sailing out of Amsterdam, some of the docks at the cruise terminal near Central Station and downtown Amsterdam are being worked on. So, some of the river cruise ship are boarding at the industrial port. This week that included the Jade. It is a 45 min walk or 20 min. taxi ride to town. We had hoped to spend some of today in Amsterdam, but that was not to be.

Funny, I just looked and Gem is not on the list.  I went back and checked my docs from Scenic, and the list I posted is the complete list they sent me.

9 hours ago, Host Jazzbeau said:

@mvjcruise  Do you have the info for all the Scenic ships?  If you could post that, I will make a sticky!  [Or at least give me the info for Scenic Gem, which is the one I need!]

Here you go:
 

Cruise Ship ms Scenic Pearl
Contact phone number: +49 / (0)173 - 918 0694 or +49 / (0)173 918 0695 E-mail address: reception.pearl@scenic.eu
Cruise Ship ms Scenic Ruby
Contact phone number: +49 / (0)152 - 2290 6937 or +49 / (0)152 2290 6938 Email address: reception.ruby@scenic.eu
Cruise Ship ms Scenic Crystal
Contact phone number: +49 / (0)174 - 1880 605 or +49 / (0) 174 1880 606 E-mail address: reception.crystal@scenic.eu
Cruise Ship ms Scenic Jewel
Contact phone number: +49 / (0)173 - 615 3862 or +49 / (0)173 615 3865 E-mail address: reception.jewel@scenic.eu
Cruise Ship ms Scenic Jade
Contact phone number: +49 / (0) 173 518 1929 or +49 / (0)173 518 1930 E-mail address: reception.jade@scenic.eu
Cruise Ship ms Scenic Opal
Contact phone number: +49/ (0)173 518 1424 or +49/ (0)173 518 1425 E-mail address: reception.opal@scenic.eu
Cruise Ship ms Scenic Jasper
Contact phone number: +49/ (0)173 518 1428 or +49/ (0)173 518 1429 E-mail address: reception.jasper@scenic.eu
Cruise Ship ms Scenic Amber
Contact phone number: +49/ (0)152 2290 6936 or +49/ (0)152 2290 6935 E-mail address: reception.amber@scenic.eu
 

35 minutes ago, loriva said:

 

paul21,

 

Could you post the number for the Scenic Jade, please?  If it's not too much trouble for you, taking a photo of the numbers for the ships and posting the whole thing would likely be greatly appreciated by many.  Maybe Host Jazzbeau could even add it to the sticky on Contacting your River Cruise Line.

 

Many thanks,

 

Cruise Ship ms Scenic Jade
Contact phone number: +49 / (0) 173 518 1929 or +49 / (0)173 518 1930

E-mail address: reception.jade@scenic.eu
Cruise Ship 

Final packing today, flights tomorrow(12th), board the Jade on the 13th. So excited! If this cruise is half as wonderful as our 2019 Scenic cruise, all the craziness of getting on board will have been worth it!

Marybeth

2 hours ago, UK6 said:

Thanks notamermaid.

We are meant to be collected at the airport, as our outgoing flights were known before the IT issues so fingers crossed on that. There are still two days to go, so who knows we might receive something before then. 

Hope this helps. Copied from our travel documents. I can not confirm this is the meeting point for all cruises.
 Arriving in Amsterdam - Schiphol Airport
Guests with Booked Arrival Transfers: Upon your arrival in Amsterdam Schiphol Airport please claim your luggage and exit through the customs exit in front of your baggage area. Please proceed to the 'Meeting Point' area located in front of the Burger King restaurant in the main hall.

On 4/1/2022 at 10:30 AM, rn123 said:

Still not able to get in. Message says “booking is locked for finalisation” so don’t think we’ll be able to access it before we board. Got our docs emailed today so at least that’s a step forward.

Your booking is closed for finalization once it is close to sailing. I had this problem. I called Scenic, was on hold for about 15 mins. and the rep filled out TP for me.        
 

Also, to let everyone know, we received our sailing documents today, via email. Our cruse is scheduled to depart April 13. 

Both Scenic and Emerald both have more information on their websites today. I did receive a call today, unfortunately I missed it. 

I was able to talk to Scenic today. In the US there no phone on their website presently. However, if you call the number on your Booking Advice, a person answered(or at least did for me). She told me I could not access Trip Planner because my cruise date was to near. She then collected my information and updated it for me. She also told me that my cruise documents would be emailed to me, due to concerns with timely delivery. 
 

I was asked for emergency contact information, flight info(we booked our own), and excursion choices. She also verified all of my contact information.

I am relieved that it is done!

30 minutes ago, PhD-iva said:

Given all the difficulty that I continue to have to get a response from Emerald, I would not recommend scenic or emerald to anyone.

I know this is frustrating. I have cruised with Scenic once before. It was wonderful.
 

This trip has had many difficulties, from rescheduling three times due to COVID, and now the website issues. Another couple is joining us at our invitation. We are all very frustrated, but I keep telling them once we are on that boat you will forget all of this. 

I am hoping to hear from Scenic soon, we are scheduled to cruise Windmills, Tulips and Belgium Delights beginning April 13.

Glad the update I posted is helping some of you. Unfortunately, I made my final payment of over the phone last week, and my trip personalizer still shows my trip as locked for finalization. I was going to call on Friday, but the phone lines are down AGAIN! I have not had Scenic return any of my calls or emails since this started. Guess I will send another email and hope for the best.

Update as of today. 

US website updated.  https://issuu.com/scenicus/docs/scenic_emerald_faq-web_022522?fr=sMDI2YzQ2ODg4MDA

This morning the UK and Australia websites were updated. The US has not been updated. Looks like a cyberattack. https://issuu.com/scenicuk/docs/20220225_final_website_faq_link_master_002_?fr=sYTljNTE4NDIwOTQ

Scenic’s website was updated late last night. The banner has been removed, and the entire page now states there are technical problems. A new phone number is now on the page. It gets you to Emerald Cruiselines. You can talk to a person, but they are unable to book any cruises at this time. The reps. on the phone have not been given any timeline for the situation to be fixed.

Interesting. I just tried the US website again, and the website still has the banner saying technical problems and will not pull up any cruises.  Wonder if it is just a booking glitch, but if you are already booked you can pull your booking up. Phone still has message saying technical problems, so send an email.