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.

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.

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.

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

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. 

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.

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. 

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.

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.