March 27, 2020, Update
Given the Covid-19 coronavirus health crisis, many of you will be worried about your next trip.
As you know, the Company's priority has always been to protect the safety and security of our guests, our crew members and the populations we meet during our stopovers.
The small size of our vessels, the state-of-the-art medical infrastructure on board, the excellence of our protocols and the professionalism of our crews enabled us to get through the first weeks of crisis without any case of Covid-19 contamination.
However, in an international context which became more complex from hour to hour, our ships were unable to continue to sail in good conditions, and so we made the decision, with heavy-hearts, to stop operating our entire fleet from March 15 until May 7, 2020.
Thanks to the exemplarity of the conduct of onboard crews and our shore teams, the repatriation of passengers currently on our cruises is being organized by our crisis center, in conjunction with our partners, travel agencies and tour operators.
All our global teams are also mobilized in order to best manage the cancellation of future cruises, at least until May 7th. You will be contacted personally by our employees who will offer you a Future Cruise Credit, valid over a period of 24 months to allow you to reschedule your cruise. Once this period of crisis has passed, we will be ready to resume our activity, more mobilized than ever to offer you exceptional travel experiences.
I would also like to thank everyone for the confidence you have shown in us since the creation of the company 30 years ago and until today. Until we can sail together again, we wish you and your families and loved ones to get through this crisis in the best possible conditions. Please be assured of our support.
Président & co-founder de PONANT
Our team is available to assist you Monday – Friday from 7:00 a.m. to 5:00 p.m. PST at 800-848-6172 and by email at firstname.lastname@example.org.
Your cruise been cancelled and you have some questions?
We have made the decision to stop operating our entire fleet until at least May 7th. If your cruise is cancelled, you will be contacted personally in the coming days and at the latest 30 days before the departure of the cruise by a member of our team who will offer you a credit towards a future cruise that is also transferable to a family member.
We are doing our best to get back to everyone as soon as we can, and appreciate your patience and understanding as we work through a high volume of questions regarding Future Cruise Credits, insurance, upcoming departures, etc. We thank you for your loyalty, patience and understanding during this time.
You would like to speak to someone about your options.
We are contacting our travel partners and guests who have bookings that are currently impacted based on sailing date. Currently, we continue to prioritize guests booked on March and April sailings. We are doing our best to get back to everyone as soon as we can, and we thank you for your patience and understanding as we work through a high volume of questions regarding Future Cruise Credits, insurance, upcoming departures, etc.
You are booked on a sailing that is not cancelled. You do not want to travel and want to modify, postpone, or cancel your trip.
For a departure in the coming months, we advise that you to kindly wait until we can get back to you. Our dedicated team meets every day to evaluate the best possible options for our upcoming cruises. If, despite all our efforts, we are obliged to cancel your cruise, our team will contact you, at the latest 30 days before your departure, to inform you and to propose an alternative trip. In this case, we will offer a Future Cruise Credit valid for a period of 24 months.
If you are booked on a private charter, please contact your charter host agency directly regarding your sailing. If there are any changes to your scheduled departure, they will be communicated to you by the charter agency directly. Paul Gauguin’s policies concerning Future Cruise Credits, cancel fees, and fees concerning airline/hotels are not applicable to private charters.
For information about Coronavirus Covid-19, please consult the World Health Organization website.