The current developments pose great challenges for all of us in the travel industry around the world, due to the situation changing very dynamically. With the spread of the respiratory diseases (COVID-19) and the coronavirus (SARS-CoV-2), currently several countries have tightened their entry requirements and, until further notice, travel restrictions are to be expected. This has a massive impact on planned calls by cruise ships and travel in general. Therefore, all of the fleet’s voyages are suspended temporarily, probably until the end of July. In addition, all cruises calling at a US and Canadian port will be cancelled until mid-September.
We very much regret the need for this development and the inconveniences caused to our guests due to the external circumstances, which, as you can appreciate, are out of our control.
Due to the current situation a travel warning has been issued by the German Federal Foreign Office for all travel outside of Germany until the middle of June. It is for this reason that travel restrictions are to be expected until further notice. This has implications for planned cruise ship routes and travel in general.
We will of course notify all guests booked on our cruises and our travel agency partners without delay in the case of changes to routes or cancellations.
In principle, we continue to monitor the development of the situation closely and are constantly weighing up whether we can carry out upcoming cruises as planned. However, the latest developments and additional factors also need to be taken into account on an ongoing basis. This means that there may be cruise cancellations - even at short notice. The operational management for cruise cancellations also takes a certain amount of time and preparation.
Our guests who have been affected by the current cruise cancellations can benefit from very attractive discounts of between 10 % and 25 % on their new cruise (until the end of September 2021) if they change their booking. As our itineraries are published well in advance, there are good chances of being able to find the original cruise route again in 2021.
We are in constant communication with the relevant health, port and safety authorities at all times. The main prerequisites for restarting our operations are the withdrawal of the travel warning by the German Federal Foreign Office, the easing of entry requirements in the cruising areas and reliable flight operations. The safety and well-being of our guests and crew continues to be our top priority.
Operational measures are being developed, taking into account the latest official requirements and recommendations from health organisations. The circumstances at the time when cruises resume will of course be ultimately key to these decisions. The safety and well-being of our guests and crew continues to be our top priority.
The Hapag-Lloyd Cruises luxury and expedition ships are very small with passenger capacities from 140 up to a maximum of 500 guests and are essentially characterised by an almost unrivalled amount of space per guest on board. This is a significant advantage when implementing the necessary distancing rules as a key preventive measure.
Yes, it goes without saying that all conceivable scenarios relating to the resumption of cruises also involve the relevant safety, preventive and hygiene measures, as the safety and well-being of our guests, partners and crew members is always our top priority. The strictest hygiene regulations and continuous controls have always been a matter of course on board all Hapag-Lloyd Cruises ships.
The checks at the present time are very wide-ranging and are looking, for example, at scenarios for the embarkation and disembarkation process, stays and life on board the ships and associated routing systems, special cleaning of suites and public areas in accordance with disinfection standards, medical care on board and concepts for going ashore. The Hapag-Lloyd Cruises fleet will also be equipped with a mobile laboratory (QIAstat-Dx), which will enable viral illnesses to be detected on an ad hoc basis (including COVID-19 and norovirus). All ships will also be provided with thermal imaging cameras. These will be used to measure the body temperature of everyone who boards the ship and so enable a fever to be detected immediately, for example.
We have temporarily and exclusively introduced cruise credit for cruises cancelled due to the coronavirus crisis. Personal cruise credit can be used as payment for your next cruise booked with Hapag-Lloyd Cruises. Cruise credit is made up of payments already made on cancelled cruises.
By accepting cruise credit, you help not only us, but also our partners - that includes your personal contact partner in travel agencies and all those who work with great enthusiasm with Hapag-Lloyd Cruises in many countries across the world. You benefit, too! As a thank you, you will receive on-board credit to the amount of 3 % of the cruise-only price of a future cruise.
The credit will be transferred to your customer account with us. We will gladly send you written confirmation of this upon request.
No. Your personal cruise credit will automatically be available to you.
Your personal cruise credit will be available to use for Hapag-Lloyd Cruises bookings made by 31 December 2021. The credit will be refunded after this time. The booked cruise can start after this period however (for example in January or March 2022).
If you have more cruise credit than you need for a particular cruise, you can of course use it for further cruises.
Yes. All cruise credit is assigned to your customer number and will be offset accordingly for bookings under this customer number.
Credit can gladly be transferred to another person. Please write to us if you would like us to do so. Of course, guests on the new booking can vary.
Yes. Your cruise credit can be offset against any outstanding payments.
According to the German federal government, yes. Cruise price insurance for Hapag-Lloyd Cruises is in line with statutory requirements and is also boosted by the TUI Group.
Please contact us by email at email@example.com, indicating your booking reference, client number and bank details. From the time mentioned in our letter to you, we start with the reimbursement of the canceled trips in chronological order.
Yes. We are a strategically and operationally solid and healthy company. Before the crisis, we were highly successful and will be again after the crisis. We are part of the TUI Group. The confirmation of a KfW bridging loan of over 1.8 billion euros is a further important step for the entire group and for Hapag-Lloyd Cruises in order to successfully navigate the current unprecedented situation. We are crisis-proof, which is a huge benefit to us right now. As a loyal and long-standing customer, you can continue to count on us.