Our Travel Disruption Policy
We know that unexpected changes can be unsettling, especially when you have been looking forward to your holiday. If your flight or cruise is delayed, cancelled or changed, our team is here to help you understand your options and plan the next steps.
The support we provide depends on how your holiday was booked. Your booking confirmation will show whether you have booked a cruise only, a package organised by the cruise line, or a package organised by Cruise Routes.
Our Travel Disruption Policy forms part of our Booking Terms & Conditions.
1. Cruise only bookings or package holidays without flights
1.1 Flight disruption
When your flights are booked separately from your cruise, getting to and from the ship is your responsibility. If your flight is disrupted, please contact your airline and travel insurer for help.
We can help you find and book alternative flights, hotels or transfers. Any new bookings or changes we arrange must be paid for at the time of booking.
If a separately booked flight causes you to miss a cruise that is operating as planned, any cancellation or missed departure will be handled under the cruise line’s booking conditions. Please note Cruise Routes will not refund the cruise.
For clients in the UK and Europe, you may be entitled to claim compensation from your airline under EU Air Passenger Rights (EU261) or UK Regulation (EU) No. 261/2004, and we can assist you with the claims process if applicable.
1.2 Cruise cancellation, delayed departure, early return or a last minute port change
If your cruise is cancelled, its departure is delayed, it finishes earlier than planned, or its start or finish port changes at the last minute, we will speak to the cruise line on your behalf and explain the options available.
If this leaves you needing an unexpected overnight stay away from home, we will arrange and pay for one night’s accommodation for everyone on your booking, in line with the accommodation standards in section 4 below, unless the cruise line has already provided it. This is to give you some time to plan your onward arrangements. Please contact us to arrange the hotel.
Any additional travel or accommodation arrangements remain your responsibility, apart from the overnight stay described above. We can help with flights, transfers or further hotel stays, but these bookings and any changes must be paid for when arranged. Meals, drinks and personal expenses are not included in the overnight accommodation offer.
2. Package holidays with flights organised by the cruise line
2.1 Flight disruption or cruise cancellation, delayed departure, early return or a last minute port change
If the cruise line has organised your complete package, it will arrange replacement travel or other alternatives under its booking conditions. This applies to flight disruption, cruise cancellation and changes to the cruise’s start or finish port.
We will speak to the cruise line on your behalf where needed, share updates and help you understand the new arrangements. The cruise line chooses and arranges the alternatives; Cruise Routes does not make these arrangements independently.
You will need to accept suitable alternative arrangements offered in line with the cruise line’s booking conditions. These may involve a different airline, route, connection or travel time. If you would prefer another option, we can help explore what is available, with any additional cost payable by you.
Please note any compensation, refund and/or cancellation requests will be handled by the cruise line under their booking conditions.
3. Package holidays with flights organised by us
3.1 Replacement travel
If travel included in your package is disrupted, we will arrange suitable alternatives using the best options available at the time. We will cover the replacement arrangements described in this section.
During disruption, availability can be limited and last minute fares can be much higher. Our priority is to find a practical way for you to continue your holiday or get home.
We do reserve the right to use a different airline or airport, or a reasonable connecting route, even if your original flight was direct. We will allow reasonable connection times and take account of medical or accessibility needs agreed when you booked. Necessary transfers for airport changes will be included.
We will do our best to keep your original flight cabin category. If it is unavailable, we do reserve the right to book a lower category so your journey can continue.
If we book a lower cabin category and the replacement tickets cost less than your original tickets, we will refund the difference. We use the prices actually paid, rather than advertised fares. As last minute fares can be higher, the refund may be smaller than you expect, or there may be no difference to refund. We will explain the calculation.
For clients in the UK and Europe, you may be entitled to claim compensation from your airline under EU Air Passenger Rights (EU261) or UK Regulation (EU) No. 261/2004, and we can assist you with the claims process if applicable.
3.2 Outbound flight disruption
If your outbound flight is disrupted, we will first arrange suitable replacement travel to reach your cruise in time for departure. The airline, route, travel time or cabin category may change, as explained in section 3.1 above.
If the new flight leaves on a later date, we will arrange and pay for accommodation until departure for those living more than 30 miles from the departure airport. This will be at or near the departure airport, following the standards in section 4 below. If you live 30 miles or less from the airport, you should return home until it is time to travel.
We understand that a replacement flight may not be your preferred option, and we will talk it through with you. If we offer a reasonable, valid alternative, but you prefer to arrange your own travel, your booking will continue in accordance with section 1 above. Declining the replacement flight does not qualify you for a holiday refund. If applicable, we will explain what this means and confirm the changes in writing.
If no suitable flight can get you to the cruise in time for embarkation, our next step will be to arrange for you to join the ship at a later port. We will explain your revised travel arrangements and any applicable refund for missed cruise days. We will aim to get you on board within the first three days after the scheduled embarkation date for cruises of 14 days or less, or within the first six days for cruises of 15 days or more. Only if this is not possible will rebooking or a refund of your holiday become an option. We will then discuss these options with you and agree the next steps together.
3.3 Return flight disruption
If your return flight is disrupted, we will aim to get you home as soon as reasonably possible using a suitable airline and reasonable routing. The replacement travel and cabin arrangements set out in section 3.1 above will apply. We reserve the right to arrange a replacement departure up to three nights after your original scheduled return departure date, where this provides access to more suitable flight options and fares and where we consider this reasonable and appropriate. We will explain the arrangements and keep you informed throughout.
We will provide accommodation until your replacement departure in accordance with section 4 below. This may mean you need to stay away for up to three additional nights beyond your original scheduled return departure date. If no suitable flight is available within those three additional nights, we will discuss the next available options with you and continue to make arrangements for your return.
If you choose to return later than the option we offer, travel via a different route, or upgrade for personal preference, you will be responsible for any additional costs, including extra accommodation. We will explain these costs before making any booking.
3.4 Delayed cruise departure
If your cruise’s departure is delayed, we will arrange and pay for the necessary changes to travel included in your package, following the replacement travel provisions in section 3.1 above.
We may keep your original flights and adjust the arrangements around them, or change your flights to suit the revised departure. We will choose the most practical suitable option available.
If an extra overnight stay is needed, we will arrange and pay for accommodation in accordance with section 4 below.
3.5 A last minute change to the cruise’s start or finish port
If your cruise starts or finishes at a different port, we will arrange and pay for the necessary changes to travel included in your package, following the replacement travel provisions in section 3.1 above. This will allow you to reach the new departure port or travel home from the new arrival port.
We may keep your original flights and add suitable transport, or change your flights to suit the new location. We will choose the most practical suitable option available.
If an extra overnight stay is needed, we will arrange and pay for accommodation in accordance with section 4 below.
3.6 Cruise cancellation after you have departed or a cruise ending earlier than scheduled
If your cruise is cancelled after you have departed for your destination, or it ends earlier than scheduled, we will rearrange the return travel included in your package. The replacement travel and cabin arrangements set out in section 3.1 above will apply. We will aim to get you home as soon as reasonably possible using a suitable airline and reasonable routing.
We reserve the right to arrange a replacement departure up to three nights after we are notified that your cruise has been cancelled, or after the date your cruise ends early, as applicable, where this provides access to more suitable flight options and fares and where we consider this reasonable and appropriate.
We will provide accommodation until your replacement departure in accordance with section 4 below. If no suitable return flight is available within that three night period, we will discuss the next available options with you and continue to make arrangements for your return.
We will also explain any cruise refund or credit offered by the cruise line.
4. Hotels and everyday expenses
If we arrange a hotel stay during disruption, we will book four star accommodation, or five star where your holiday includes an ultra luxury cruise line. Ultra luxury bookings will be identified on your confirmation. If the stated hotel standard is unavailable, we will arrange the best suitable alternative.
We will normally book the hotel’s lead-in room type, meaning its standard entry level room category, suitable for the number of guests sharing. Where possible, we will book on a bed and breakfast basis. We will also include any necessary transfers between the hotel and the airport or port.
Apart from breakfast where included in your hotel booking, meals, refreshments, drinks and personal expenses are not covered by the accommodation arrangements in this policy but your airline or travel insurer may be able to help with these costs.
5. Your responsibilities during travel disruption
Please contact us as soon as you become aware of disruption, using the details in your travel documents. Keep us updated on your location, any news from the airline or cruise line, and any urgent needs.
Please let us arrange a solution before booking replacements yourself. We will only reimburse costs we have agreed to cover. If an urgent situation means you cannot contact us first, keep your receipts and let us know as soon as possible so we can review what happened.
We will explain your options clearly and will often need a quick response as available last-minute seats and rooms can sell very quickly. If you prefer a different option, we will confirm any extra cost before booking.
Suitable travel insurance is mandatory for all Cruise Routes holidays. Your cover must be appropriate for your destination and activities and include cancellation, delays, missed departures, medical treatment, repatriation and additional expenses. Please contact your insurer promptly when needed and keep receipts and cancellation notices for any claim.