Marella cancels more cruises for 2020 and 2021

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Marella has cancelled all cruises on its ship Marella Dream until next spring and all cruises on Marella Discovery 2 for the rest of this summer.

It had already announced that it has retired Marella Celebration, which now won’t offer any more sailings for the cruise line.

It has also cancelled some other cruises and swapped ships on other routes:

  • Marella Dream has been taken out of service until summer 2021
  • Marella Celebration has been retired
  • Marella Celebration’s cruises from Cyprus from next March will be operated by Marella Discovery 2
  • Marella Celebration cruises from Dubrovnik next summer will be operated by Marella Explorer 2
  • Marella’s Asia and Middle East cruises are cancelled
  • Marella Discovery cruises from Jamaica in December and January are cancelled

Marella will operate with a reduced fleet with just three ships from July, or once the lockdown lifts and the Foreign Office ends its advice against all non-essential travel.

Marella Explorer will sail from Corfu, Marella Explorer 2 from the UK and Marella Discovery from Palma, all as originally planned.

Marella Discovery 2 will recommence sailings in winter 2020 but it will no longer operate from Naples for the summer 2021 season, said the cruise line. Instead, the ship will offer cruises from Cyprus from next March, replacing the itineraries that Marella Celebration was due to sail.

This itinerary change means that the Marella will no longer offer its Asia and the Middle-East cruises

Customers who were due to sail from Cyprus on Marella Celebration during March and April 2021, will be automatically upgraded to Marella Discovery 2 at no additional cost.

Cruises on Marella Discovery from Jamaica in December and January have been cancelled as the ship won’t sail from Malaga to Jamaica until February 3 to start cruises from Jamaica on February 16.

There will be no changes to Marella Explorer 2 and Marella Explorer next winter. Marella Explorer 2 will still homeport in Barbados and Marella Explorer will still homeport in the Canaries, offering customers their cruises as planned, said TUI. 

However, Marella Explorer 2 will no longer operate cruises from Naples next summer, as it will operate Marella Celebration’s itineraries from Dubrovnik instead.

Customers who were due to sail on Celebration from Dubrovnik will be automatically upgraded to the cruise line’s newest and first adult only ship, Marella Explorer 2 at no additional cost.  Families will receive a refund credit and up to 20% booking incentive, said TUI. 

In summer 2021, Marella Explorer, Marella Dream, Marella Discovery and Marella Discovery 2 will all sail their itineraries as planned, including the cruise line’s US itineraries on Marella Discovery.

“Marella Cruises fully appreciates the impact this unprecedented situation and the subsequent itinerary adjustments will have on its customers.  It would like to reassure them that they will all be proactively contacted and offered flexible options, including a refund credit and up to 20% booking incentive or a full refund,” the cruise line said in a statement.

Managing director of cruise Chris Hackney added: “I hope that everyone is keeping well during these truly unprecedented times and I’d like to thank our customers for their patience and understanding while we’ve been working behind the scenes to adjust our itineraries.

“We’re looking forward to when we can set sail again but only when the time is right. As always, the safety of our customers and crew remains our priority.”

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I have a cruise booked on Marella Celebration for September 2020.
I have been unable to get a reply to my numerous phone calls and should be grateful if you could inform me of the current situation.I am also due to pay the balance for this cruise on 11th.June.
Looking forward to a favourable reply.
Rhodri Powell

TUI (which owns Marella) has told us that Marella Celebration has been retired and all cruises on the Celebration have been cancelled, but it’s possible your cruise has been moved to another ship, you’ll need to contact Marella to find out. I note that you’ve already called them and had no joy, if you booked through a travel agent maybe you could call or email them instead? Otherwise I’m told that you’re most likely to get through to someone at Marella if you call first thing in the morning.

Thank you for your reply.Unfortunately the local TUI office is closed and after spending many hours trying their customer service telephone numbers it is virtually impossible to get an answer.

Hi Rhodri, we are/were on the same cruise, which was booked through a Tui shop. Our final payment date was also the 11th June. We’ve not heard anything from Tui, the shop or the travel insurance company. I can’t get through on the phone lines and don’t know what to do. Did you get anywhere with your query? Thanks Andy

Hi Andy
I regret to inform you that I like you have spent a considerable amount of time trying to contact TUI.I still have not received any notification regarding my September cruise or about the outstanding balance.I have decided until I receive some form of notification from Tui I am not paying the outstanding balance I owe for September cruise..

Hi Rhodri, Andy,

if you can both email me your booking reference numbers I’ll try to get to the bottom of this for you. I’ll email you directly.

I have just managed to get through to the helpline and have been told that an email is due to be sent out today to everyone who has booked on a Tui cruise. It will confirm whether or not your cruise has been cancelled and the options and next steps that need to be taken by those affected.

Thank you for your email.I tried again today to contact TUI but was unable to speak to anyone in their Customer Service Dept.
I will await the TUI email and just hope that it will contain the information I require.
I also hope it will give me either a direct email contact or a telephone number that will respond to my call so as I can resolve this booking problem.

So, as I hadn’t received an email as promised, I have managed to speak with someone else at Tui. After 10 minutes of searching my booking call handler was finally able to confirm that the cruise was definitely cancelled and that it would not be transferred to another ship. When I ask about formal confirmation of that, in a letter or email, she was very vague and didn’t really provide me with a suitable response. She said that a credit note for the cost of the holiday or the amount already paid would be sent 4 weeks prior to the travel date along with a booking incentive to book another holiday. I asked whether I could go ahead and make alternative arrangements without fear of suddenly finding out that I had two holidays booked ……this was the straw that broke the camels back and she put the phone down to me. So, I am relatively sure that I will not be travelling with Tui on the 3rd September and that I will get a refund at some point.

we are due to sail on the Explorer2 from Naples in May 2021 is my cruise still sailing if not please email me with an update and my options

Thanks Myra

Hi Ann, this site isn’t connected to Marella, you need to contact them direct.

My wife and I were supposed to be sailing on Marella Celebration on 2nd.September but have not received any communication from TUI regarding this cruise.
Regards
Rhodri

I am due to sail on the discovery 2 on October 14th as yet we have had. No contact from tui we are due to pay the balance on 29th July according to their website the cruise is cancelled and we should have heard from them by the 24th having tried to contact them on numerous occasions with no response how do I get my deposit back thank you very much kind regards Bob Cowey

I like you had a cruise booked on the Celebration sailing on 3rd.September.I have received no notification from TUI informing that the cruise is cancelled or any information about the outstanding balance.
I have spent hours trying to contact the TUI customer service telephone numbers without success.I am also wondering what is happening to my deposit.The other problem is that TUI have not opened their office in our area which would be useful to try and speak to someone regarding my booking.
My wife and I have been sailing with TUI or Thomson as they were previously known for the past 30 years and have never experienced such a poor customer service.

Hi Marella Cruises

Phone 020 3451 2688.

Hi Husband and I are due to sail on 29th August to Norway
Found out today by the media that cruise has been cancelled Till 30th September…no way can we contact them ..not for the want of trying our balance has been paid in all 2,400.00…. lm really getting quite worried.
Is anyone else due to sail on this cruise and had any feedback
Thanks
Lesley

like you am waiting for an email from tui about the cancelation and credit or referance for refund form on line , so hoping to hear from them soon , jenn lincolnshire

Will cruises me still me going out next November to Barbados

MY WIFE AND I ARE DUE TO GO ON A CRUISE WITH TUI ON THE 13 DECEMBER . WE ARE BOTH WELL OVER 70 YEARS OLD. AS THE GOV ADVISE IS OVE 70S NOT TO TRAVEL ON A CRUISE AND PEOPLE WITH TYPE 2 DIABETES MU WIFE HAS THIS. WE ASKED OUR DOCTOR AND HE SAID NOT TO GO ON A CRUISE AND GAVE US A LETTER TO THAT EFECT. WE SENT THIS TO IGLU CRUISES THEY SENT IT TO TUI ASKING TO CANCLE THE CRUISE. AND REFUND DEPOSIT
, TUI SENT MESSAGE STATING THAT THIS DID NOT WARRANT CANCLING OR A REFUND. WE HAVE DONE ABOUT 20 CRUISES WITH THEM . AND THIS IS HOW THEY LOOK AFTER LOYAL CUSTOMERS THEY MAY KEEP THE £500.00 DEPOSIT BUT THEY WILL LOOSE THOUSANDS OF POUNDS FROM US BOOKING OUR CRUISES WITH A MORE CUSTOMER FREANDLY COMPANY. UNLESS THERE ATTITUDE CHANGES .AND THEY GET PEOPLE FROM CHSTOMER SERVICE TO ANSWER THE PHONE. D SIVYER

Tui are money grabbing theives
They are hoping people don’t pay their final balance so they can keep the deposits paid
There’s no chance of my cruise going ahead on December 27
Do the right thing cancel and refund

We have a cruise booked with marella 2 departing in March 2021 for the carribean the balance is due beginning of December I’m really worried about paying this amount as I’m really not sure if we should be going how do we stand if we cancel the holiday

Hi Carol,

Tui is allowing some free changes, up to 21 days before departure, but only for bookings made from 23 July onwards, which doesn’t seem fair as people who booked after this date were aware of the pandemic, but those who booked before weren’t!

If you booked before 23 July and you cancel your cruise you might have to pay Marella’s cancellation fees. You need to check the T&Cs of your booking to see how much this is, but you will certainly lose your deposit.

That said, the Foreign Office (FCDO) is advising against all ocean-going cruises at the moment. If the FCDO considers it’s still unsafe to cruise in March then your cruise will be cancelled and you will get a full refund.

I can see this creates a dilemma for you. It sounds like you don’t feel comfortable going on the cruise but if you cancel you stand to lose what you’ve already paid. If you pay the balance, you might get a full refund if the cruise is cancelled, but if it isn’t you’ll lose the lot of if you don’t go.

You could try speaking to TUI, which owns Marella, to see if you can postpone your cruise – or switch to another holiday – even if you booked before July. If you explain your dilemma they might be willing to help.

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