Thank you for your patience in waiting for resolution on your canceled Virgin Voyages Cruise. As you know, the past 10 days have been extremely difficult for everyone and we’ve been working hard to come up with the best possible options for you. We’ve had some technical challenges in the past few days (my home internet was literally non-functional Thursday), but we finally have a full response from our partners and a plan to take care of all of you. I truly appreciate your patience as this is far more complicated than we ever anticipated. In 29 years we’ve never had a canceled program and now we’re dealing with three of them at the same time.
All guests booked on Scarlet Lady will receive a Future Vacation Credit (FVC) to come back on any Atlantis or RSVP vacation through December 31, 2021. We want to make it worth your while to come back so your FVC is worth substantially more than what you paid for this cruise, depending on how you decide to use it. We’re offering substantial increased value of your credit for bookings on the following upcoming vacations:
150% of value for any 2020 Cruise or Resort Vacation
115% of value for any other 2021 Atlantis or RSVP Vacation
The amount of your credit is based on the cruise fare paid multiplied by the above, plus a credit of 100% of paid taxes and gratuities.
As I said previously, we are working on a new sailing with Virgin for either later this year or sometime in 2021. We should have that set up in the coming weeks and will have a more enticing incentive beyond what’s above if you can wait a few more days. We obviously want to keep you onboard and I think we will have something fantastic to offer.
We will send an email certificate to you early next week with the specific dollar values calculated on it.
As for using your credit, we have a plenty of options and more in the pipeline. Here’s a preview, even though some of this is not on our website yet. In 2021, Atlantis will celebrate 30 years with you and we’re planning some really spectacular experiences, with more to be added soon.
2020 Cruises and Resorts
Amsterdam to Barcelona Cruise | July 12-22, 2020 | Norwegian Jade
Rome, Greek Isles, & Venice Cruise | August 8-17, 2020 | Celebrity Constellation
Club Atlantis Caribbean | October 31 – November 7, 2020 | Club Med Punta Cana
New 2021 Cruises – Available Very Soon
30th Anniversary Caribbean Cruise | January 17-24, 2021 | Allure of the Seas from Miami
Atlantis All-Stars Caribbean Cruise | February 27 – March 6, 2021 | Celebrity APEX from Ft Lauderdale
RSVP Southern Caribbean Cruise | March 6 – 15, 2021 | Celebrity Infinity from Miami
30th Anniversary Med Cruise | August 2021 | Rome to Greek Isles & Turkey! Odyssey of the Seas
And as i said above, there’s a new Virgin Voyages cruise in the works and we’ll offer you a substantial credit in addition to what’s listed above.
We know you have a lot of questions on this credit and process and have created a web page with full details about how to use them:
If you prefer to forgo this credit and take the lower value of a full refund, we’re happy to process that for you. Given how fluid things are today and the extra credits being offered, we wanted to give you plenty of time to make up your mind. You have until December 31, 2021 to request a refund, so even if you don’t take a trip before that you can still get the refund later. In this uncertain time, we certainly think it’s worth waiting a bit in order to keep your options open.
To request a de-activation of your Future Vacation Credit and process a refund to your original form of payment, please click here and we’ll get the process started for you.
We will process refunds as fast as possible and realize that many of you need the funds quickly. The form has a place to request priority for those in more imminent need and we ask that you respect this so we can help those who need it most. Otherwise, we will process refunds in order of the original booking date. That’s the most fair system for all.
We are operating on a very limited staff at this time and each refund takes time to research and process. For that reason, we are only accepting refund requests using the online form as it gives us a clear audit trail.
Once again, thank you for your patience in waiting for this information. Our success depends on your support and we hope that this offer inspires you to join us again this year or next.
Please stay safe, stay at home, and know that soon we’ll be sailing again with you. We truly miss showing you the new Scarlet Lady but know we’ll get to experience her very soon! We have many great things planned for the future!
Finally, please note that we still do not have a working inbound phone system due to the CA mandated business shutdown. We are working on a solution and will hopefully have some type of phone operations available early next week.
Thank you again for your support and understanding.