What is going on with Scenic Cruises

[sbjornda]

12 minutes ago, rn123 said:

Message says “booking is locked for finalisation” so don’t think we’ll be able to access it before we board. 

That's normal as the departure date gets close, and is a good sign - they haven't forgotten about you. 🙂

 

[kw@sea]

I have been following this thread with interest. My mother, brother, sister-in-law and I are booked on the April 16 Secrets of the Douro cruise. For some reason my mother and I have not had our air reservations (through Emerald) ticketed yet. My brother and sil flights show as paid and ticketed on the Delta website.

 

Of course all attempts to contact Emerald are fruitless. They called me back once, at 6 am my time, which I of course missed. Now they are not even offering the callback option.

 

I am beyond stressed. Sissi67, I would love the contact info for your helpful rep if you are willing to share.

[Sissi67]

3 hours ago, kw@sea said:

I have been following this thread with interest. My mother, brother, sister-in-law and I are booked on the April 16 Secrets of the Douro cruise. For some reason my mother and I have not had our air reservations (through Emerald) ticketed yet. My brother and sil flights show as paid and ticketed on the Delta website.

 

Of course all attempts to contact Emerald are fruitless. They called me back once, at 6 am my time, which I of course missed. Now they are not even offering the callback option.

 

I am beyond stressed. Sissi67, I would love the contact info for your helpful rep if you are willing to share.

My story with Scenic didn't end by getting the documents and backpacks. Apparently our gift vouchers were supposed to be in the backpacks and due to the IT issues they didn't make it. So I made the decision to go to our local Scenic office to pick them up in person. Not willing to deal with any more delivery issues! It also gave me an excuse to meet Donald, my new hero who finally stepped in to take such good care of us and to make sure we have everything we need. He has literally taken all the stress off me!

Donald's email is donald.mcpherson@scenic.ca

He did mention he can only do so much for customers in other countries. We are in Vancouver Canada.

 

I hope you will get your docs soon and can start getting excited without worrying about a thing!

[lenetere]

11 hours ago, rn123 said:

Has anyone been able to access their Trip Personaliser? We’ve been trying every day with no success. Must say it has been far from a luxurious experience so far. Been a struggle to get answers (which have not always been consistent) or any kind of response. One week until we board so really hope the onboard experience is better.

I've been able to access the Trip Personalizer.  Scroll to the bottom of the Scenic page, not in the upper corner like usual.  However, a couple of years ago when we cruised on Emerald, the Personalizer locked about a month before we cruised.  Good luck!

 

[kw@sea]

Thanks, Sissi67! After an hour on hold this morning I reached Arlene, a customer service rep also from Vancouver. She was wonderful, but was not able to get through to the air department either, although she was kind enough not to just transfer me into phone limbo. She said she would personally try to chase down an answer for me. 
 

I feel for the Scenic/Emerald staff who are having to work under duress due to these IT issues. Hoping it will all work out for all of us. Thanks again for sharing info here, it helps.

 

P.S. We are in Seattle.

Edited April 2, 2022 by kw@sea
Add info

[Canal archive]

If it’s anything like the U.K. in ‘normal’ times the air department is usually a department you don’t want to phone. We had booked to fly from Bristol direct to our destination in France unbeknownst to all Air France decided to cancel their direct route and sent us new details yes we could still work the outbound with a changeover in Amsterdam but the return landing place was Birmingham not far in USA terms but U.K. of yes and that’s where your car is, no way. When I finally! got hold of Scenic air the guy did not believe me until he brought up the evidence on his screen. I’ve never complained as immediately they got it sorted direct flights both ways, so much easier. 

[mvjcruise]

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. 

[loriva]

On 4/1/2022 at 11:09 AM, sbjornda said:

For us, it's in an email from "no.reply@scenicglobal.com" with the subject line "Booking Advice for Scenic Booking No. 66...". There are four attachments; the one with the itinerary has the word "Tour" in the title (after the booking number and revision number), e.g. 12345_3_Tour_tour_name.pdf.

 

Hope that helps.

 

We received an email with this title forwarded by our TA.  We received one after we made the booking initially (with deposit) and a second one after our final payment two weeks ago.  I've copied the text below.  The email does not have any attachments although it appears the same documents as sbjornda describes are SUPPOSED to be available via the link.  BUT when I go to the website via the link it is a sign-in page for Scenic staff and partners.  I've tried to log in as a partner, but the system does not recognize my credentials.  Anyone else ever receive this and figured out how to access the documents?  (I;ve tried using the link to reset one's password, but never receive the email to do so.)  Or is this another victim of Scenic's IT hack?

 

----Text of Scenic email-------

Thank you for booking with Scenic. We look forward to welcoming you on board. Scenic has a world-class reputation for creating and delivering extraordinary cruising and touring journeys, wondrous experiences and exceptional 5-star service. We strive to handcraft and personalise our all-inclusive luxury package with our guests in mind.   Please see below a link to our booking portal Express Book to access your Booking Advice and a copy of the Terms and Conditions. The Booking Advice details the journey you have chosen, as well as pricing, payment schedule and important information. Please review the booking information and contact us on 1.855.517.1200 if you have any further queries or require additional assistance. In order to secure this booking, we require the Terms and Conditions of travel with Scenic to be accepted by passengers in addition to the deposit payment. The Terms and Conditions can be viewed and accepted via Trip Personaliser using the links below or through our website tp.scenicglobal.com   Scenic Rhine, Main, Danube 2022 USD Trip Personaliser is required to be completed by the final payment due date in order to receive your documentation. Please note any amendments to the Trip Personaliser after the final payment date will incur amendment fees. View booking advice and documents

---End text of Scenic email---

 

Thanks,

 

[PhD-iva]

On 4/1/2022 at 12:33 PM, kw@sea said:

I have been following this thread with interest. My mother, brother, sister-in-law and I are booked on the April 16 Secrets of the Douro cruise. For some reason my mother and I have not had our air reservations (through Emerald) ticketed yet. My brother and sil flights show as paid and ticketed on the Delta website.

 

Of course all attempts to contact Emerald are fruitless. They called me back once, at 6 am my time, which I of course missed. Now they are not even offering the callback option.

 

I am beyond stressed. Sissi67, I would love the contact info for your helpful rep if you are willing to share.

Are you still looking for your ticket info? Perhaps your flights have been ticketed/reserved but you’re missing the “record locator number” (or whatever your airline calls it) to be able to pull up your details on the airline website. 
Try calling Delta, since that’s the airline used for your family. See if they can find a reservation in your name……?

Be sure to post here to let us know how everything turned out for you, thx!

[jjs217]

Sorry if this is in the wrong place, but I'm new to posting on the River Cruise portion of Cruise Critic.  Does anybody out there know which hotel is used in Bucharest, Romania?  I'm going early and want to stay in the same hotel as used by Scenic.  

[paul21]

25 minutes ago, jjs217 said:

Sorry if this is in the wrong place, but I'm new to posting on the River Cruise portion of Cruise Critic.  Does anybody out there know which hotel is used in Bucharest, Romania?  I'm going early and want to stay in the same hotel as used by Scenic.  

If you go to the brochure on the website toward the end is a page titled "The Finest Hotels" for example here. Right now it says JW Marriott Bucharest Grand Hotel. 

[jjs217]

Oh good - Thank you.

[Canal archive]

Have just started getting email updates from Scenic so hopefully there on the way to combating the internet challenges.

[UK6]

72 hours before boarding and we have not received anything, either by e mail or post.
Canal archive are very fortunate to be receiving their specific information.
This is ultimately the fault of Scenic, but we did book through one of the large U.K. specialist cruise travel agents where you never speak to the same person twice and they have not been proactive at all. It has been the worst pre departure service I have ever received and pre Covid we travelled a lot. We have no idea of emergency contact telephone numbers and we do not know where the ship will be docked. Obviously if we do succeed in boarding we are still hoping for a good cruise in the hope that none of the above issues are causing problems on the ships themselves.

 

 

[notamermaid]

Not sure if you have mentioned before where you are headed. Amsterdam for example has a large port area. Have you got pick-up arrangements from the airport? Do you take a taxi to the dock? Many taxi drivers will know docking areas but may have to drive around a bit to find your ship, an unnecessary expense. Can you look up the details on the Scenic website?

 

I cannot believe you may have to start your journey without the ship's number. Your TA should do a much better job (mind you, even the best ones appear to have struggled due to the IT problems). Can you contact Scenic directly?

 

Hope it all works out. The cruise itself I am sure will be a delight.

 

notamermaid

 

[UK6]

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. 

[mvjcruise]

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.

Edited April 5, 2022 by mvjcruise

[kw@sea]

58 minutes ago, mvjcruise said:

Hope this helps. Copied from our travel documents. I can not confirm this is the meeting point for all cruises.

I am back with an update, but first I want to say how glad I am for this forum and how helpful people are to one another, as with mvjcruise above.

 

After confirming with Delta again last night that our flights are reserved but not ticketed (ie paid for by Emerald) at 10 days before our departure, I got up at 6 am and dozed on the couch while in the phone queue with Emerald. After 2 hours I reached a reservation agent who put me on hold while she consulted a supervisor. The supervisor was unable to help because she was having computer issues (!) so the rep transferred me to the air department.

 

This time I was only on hold for about 15 minutes. The air rep was able to tell me that our flights were scheduled to be paid tomorrow, but she would talk to her supervisor and see if they could be paid today. Once they are ticketed, we will receive final docs by email and backpacks will be overnighted. I asked if backpacks were vital and she said no but we’d want to have them as they identify us as being with the cruise group.

 

Everyone I’ve spoken with at Emerald/Scenic has been pleasant, even under such stressful conditions. I don’t yell or demand or make a fuss (not my style, and it never helps, in my  experience).  But what a mess this has been! Days and hours of waiting, for an answer that took a minute to get and should have been proactively communicated to us long ago. The hack is one thing, but their entire communications department has failed miserably in handling it. The fact that it took them so long to even acknowledge the hack and inform their customers was a bad sign from the start. The inability to contact the air department directly is another failing. 

 

I believe that the cruise itself will be wonderful, as that is what I have heard repeatedly. Bon Voyage to Sissi and all the rest of us, and thanks again.

 

 

[Canal archive]

I absolutely and completely agree. I’ve got so really fed up with this absolute debacle connected to the cruise company that I have had so far had the most amazing service from. I’ve reached out through and by various routes to get answers from certain people. If it works I will let you know.

[UK6]

UPDATE: Had to have a whiskey this morning, as guess what, the paperwork arrived in the post 20 minutes ago, and all the information we were needing seems to be there.
So now we head to the airport with some confidence that everything is going ahead, and this hopefully means that everyone else who has bookings going forward will see the administration situation improve.

[Canal archive]

UK6 have a great time I’m sure the debacle with the website etc will not be carried over to the cruise. Which cruise are you bound for? Is this your first with Scenic? 

[UK6]

Thanks Canal archive. Bordeaux 11 day cruise. This will be our fourth river cruise with Scenic and also have done a full Australia tour with Scenic.

 

[notamermaid]

Hooray to that! Have a great relaxing trip.

 

notamermaid

[Canal archive]

Wow UK6 would love to do the Aussie tour we’ve made so many Aussie friends through cruising with Scenic and have quite a few invitations to stay, we’ve also met up with Aussies who have ventured to the U.K. We did Bordeaux the 11 day one  and had a great time the wine is fabulous. Sadly I have a problem with the Merlot grape, just a sip and ten minutes later I have a massive headache but our wine guy went above and beyond to work out which wines I could drink and no headaches. Have a great time I’m so jealous.

[rn123]

1 hour ago, UK6 said:

Thanks Canal archive. Bordeaux 11 day cruise. This will be our fourth river cruise with Scenic and also have done a full Australia tour with Scenic.

 

We’re on this one too (hopefully). Flying to Bordeaux tomorrow. See you on board perhaps.