We’re Here to Help


In these uncertain times, we understand that the last thing you need is stress about your upcoming holiday or to feel worried about any new cruise holidays you’re thinking of booking.

That’s why we want to reassure all Cruisedeals customers, past, present and future, that our dedicated and passionate team are here to help.

PLEASE NOTE: If you’re contacting us by phone, our wait times are longer than usual during this extremely busy time so please bear with us and we’ll get to you as soon as possible.

Below you can see some of the most common questions we’re being asked, but if there is anything else that we can help you with we’re here 7 days a week on live chat and on the phone.

Check these frequently asked questions, but if you can’t find the answer to your question our contact details are at the bottom of this page.

  

My cruise has been cancelled – do I have to contact Cruisedeals or will you be contacting me?

As you will no doubt be aware, TUI has followed the Foreign Commonwealth Office recommendations advising against all but essential travel. This means that unfortunately all Marella Cruises that were due to depart between 17th March and 31st May have now been cancelled.

Our amazing team is doing their very best to keep up with the large volume of calls we’re receiving in light of these cancellations. At the moment we ask that only customers who were due to travel within the next 48 hours should call. We very much appreciate your patience while we answer as many calls as we can.

We’re making every effort to get in touch with all affected customers, so please bear with us. We won’t forget about you!

  

My cruise has been affected by the coronavirus outbreak – what are my options?

 
 

Amend freely

From 17th March 2020 any existing Marella Cruises booking, which is travelling on or before 30th  June 2020 you can amend for free to any holiday on sale.

**Free amendments are only applicable to Marella Cruises. For cruises any other cruise line please contact us to discuss your options**

You can do this up to seven days before your original departure date. Any amendment within seven days will be subject to the normal booking terms and conditions. This new amendment policy is also applicable on third party flying bookings.

If you amend to a lower cost holiday, we will refund the difference in price. If the holiday you choose to amend to is more expensive than your original cruise holiday, you will need to pay the difference in price. Currently this new policy is live until 31 May 2020. You can read the information from TUI here under the section titled Coronavirus Free Amendment Policy.
  

I have a future holiday booked with Cruisedeals that is currently unaffected by the coronavirus. Do I continue to pay for my holiday as normal?

If you’ve booked a cruise that is due to travel AFTER 30th June 2020, then at the moment you should expect your holiday to go ahead as planned. We understand that you might be feeling some uncertainty at the moment, but we ask that you bear with us as we prioritise customers travelling with us within the next few months.

This means that you should continue to pay the balance of your holiday when it is due.

Our team is constantly monitoring the situation and we promise that if your holiday were to become affected by changes in travel restrictions or government advice, meaning that it can no longer go ahead as planned, we’ll proactively contact you to offer a range of flexible options.
 

What if I want to cancel?

If  you are travelling after 31st May 2020 then cancellation fees and balance due costs are subject to TUI’s normal booking terms and conditions.

  

How long will it take to get my refund?

All refunds are being processed from a central point within TUI and we’ve been told that the team there are working as quickly as possible to get through them. Unfortunately the Cruisedeals team members are not able to affect this process.

  

What if I still want to book a cruise?

To give you total peace of mind when booking a Marella Cruises holiday, TUI have temporarily changed their terms and conditions regarding when the balance of your holiday is due.
 

Book now, pay your balance four weeks before travel

If you make a new Marella Cruises holiday booking between 17th March 2020 and 31st May 2020 you won’t need to pay the balance until four weeks before the departure date instead of the usual 12 weeks.

This makes it more convenient to weigh up your options closer to the time and decide whether taking your holiday is the right thing to do.

  

Where can I find out the latest information?

For the most up-to-date information about Marella Cruises visit the TUI website’s travel information page. We’d also advise you to use the government’s Foreign Travel Advice web page to get the latest information about travel to international destinations.

  

Contact Us

Call CruiseDeals on 0203 636 1950