Tour changes and cancellations (storno)
We are really sorry that you cannot participate in our tour/cruise. We wish that your health or other problems will be resolved to your satisfaction as soon as possible. We sincerely hope that we will meet together on one of the next cruises on MSC Cruises. Here you will find information regarding cancellation and the subsequent claims process. We will do our best to assist you in resolving your situation. We also take the liberty of informing you in detail about other procedures and options for resolving your situation.
Examples of situations where you may need this page:
I can't take part in the tour
I need to cancel the whole tour
I am on a tour and need help
I have an insurance or medical incident during the tour
I want to report a loss that happened to me during the tour and claim the insurance benefit
All of the above and below situations are handled by Riviera Tour's dedicated department, which is there to help you with your difficulties. You can contact us at:
phone: 571 424 588
email: [email protected]
emergency contact (open 24/7):+420 734 227 227
Change of cruise participant
If the situation does not allow you to participate in the tour, probably the fastest and best solution is to change the tour participant. If you have a substitute who will be attending the tour on your behalf, please fill out the form below and send it to our travel agency. The fee for changing a tour participant is 2,100 CZK up to 55 days before departure and 2,900 CZK 54 to 25 days before departure. Changes under 24 days are only possible in exceptional circumstances on request. The insurance for the changed person cannot be cancelled and cannot be transferred to a substitute - a new travel insurance must be taken out.
Download Change of cruise participant - form (pdf CZ)
Change of tour
It is important to remember that the cruise company embarks around 25,000 passengers every week, which is a huge number. Imagine that in air travel, with approximately 300 people boarding a plane, you have to check in 2 hours before departure and, more importantly, you cannot change any of the details on the ticket. It is the same with ocean liners, except that instead of 300 people, up to 3 000 people can board in one day.
Therefore, it is necessary to respect the fact that we will want all the details when we draw up the travel contract. Any change to the travel contract is subject to a fee and the change fees are not small as it is a very complex process consisting of many complicated operations.
Download Tour fees, changes, cancellations and insurance (catalogue pdf CZ)
Cruise booking change fees are payable for each individual change/person.
AMOUNT OF FEES FOR ANY CHANGE | MORE THAN 55 DAYS BEFORE THE TRIP | 55-33 DAYS BEFORE THE TRIP | 24 DAYS BEFORE THE TRIP |
|---|---|---|---|
Name change (for every name that is changed) | 2 100 Kč | 2 900 Kč | at a request, min. 2 900 Kč |
Parking | 250 Kč | 900 Kč | at a request, min. 2 900 Kč |
Packages - excursions | without a fee | 490 Kč | at a request, min. 2 900 Kč |
Passport information (for every name) | without a fee | 2 900 Kč | at a request, min. 2 900 Kč |
* In case of failure to deliver passport details within 55 days prior to sailing, late delivery will be charged as a change.
Cancellation (cancellation) of the tour/travel contract
If you do not have a substitute to take part in the tour and you have to cancel the tour, you must withdraw from the travel contract. Please note that all travel contracts and their accessories are ordered from the service providers on the date of signing the travel contract. Therefore, it is not possible to cancel or transfer some services already booked free of charge to another tour afterwards. Also, your tour/cruise is already firmly booked and cannot be cancelled or transferred to another date or tour free of charge. In the event that you have to cancel your tour, we will charge you the following cancellation fees:
POČET DNŮ PŘED ODJEZDEM NA ZÁJEZD - PLAVBU | VÝŠE STORNOPOPLATKU V % Z CELKOVÉ CENY ZÁJEZDU |
|---|---|
From beginning of contract until141 days before the trip | 30 % from the total cost |
140-110 days before the trip | 40 % from the total cost |
109-100 days before the trip | 50 % from the total cost |
99-80 days before the trip | 60 % from the total cost |
79-69 days before the trip | 70 % from the total cost |
68-59 days before the trip | 80 % from the total cost |
58-54 days before the trip | 90 % from the total cost |
less than 55 days before the trip | 100 % from the total cost |
Download Tour fees, changes, cancellations and insurance (catalogue pdf CZ)
The total price of the tour for the calculation of the cancellation fee does not include the cost of travel and health insurance, if the client is insured through a travel agency. Travel and health insurance cannot be cancelled and must always be paid in full. Please note that for cruises, the travel contract is valid for the entire cabin. It is not possible to cancel an individual person in a cabin! Please also note that in the event of cancellation, the insurance company usually settles the claim after the tour has ended. Therefore, in case it is necessary to cancel the tour, please fill in this form and send it to our travel agency by email or post:
Download Cancellation of travel contract - form (pdf CZ)
Upon receipt of the cancellation form, we will cancel your tour and issue you with a confirmation including a statement of cancellation fees. Please note that the effective date for calculating the cancellation fee is the date of delivery of the cancellation to the tour operator.
Next procedure
I am insured with Riviera Tour CK
If you have insurance with our travel agency, we offer you two options for settling the claim. In case of liquidation, the insurance company pays 80% of the cancellation fee.
Disposal of an insurance claim WITHOUT CK ASSISTANCE
If you have sent us a cancellation of the travel contract and you have paid all obligations to our travel agency, including cancellation fees, we will issue you a document for the insurance company. You will then contact the insurance company and deal with them to settle the insurance claim.
Download Liquidation of an insurance event without assistance - form (pdf CZ)
Liquidation of an insurance claim WITH CK ASSISTANCE
This service is offered only to clients who are insured through our travel agency. We know from experience that communicating with the insurance company is sometimes not easy, especially if you are in a difficult life situation. Therefore, we would like to offer you our assistance service in the liquidation of an insurance claim. The advantage for you is the fact that we will handle all the necessary paperwork for you and will supervise the settlement of the insurance claim and the insurance company's compensation. We will only require your assistance with the delivery of the necessary documents. If you have sent us a cancellation of your travel contract, please fill in this insurance questionnaire completely and truthfully.
Download Liquidation of insurance event with assistance - form (pdf CZ)
Please sign the questionnaire and send it together with the original medical report or proof of cancellation to our travel agency by email or post. Please note that the medical report must contain all the necessary details, i.e. date and time of the event, etc. The insurance company will certainly not accept a paper certificate such as "Unable to participate in the tour".
After sending the documents, we will then double-check all the documents and send them directly to the insurance company's liquidator. We then work with the adjuster to settle the claim and document other mandatory information required for the settlement of the claim. In case you have not paid the balance of the travel contract and you are insured through a travel agency,we will wait to pay the balance until the insurance company declares that the claim is liquid. In such a case, the insurance company will then send the insurance claim directly to the account of the travel agency, which will make a credit for any additional payment of the trip and pay the overpayment to your account immediately. We will send you information about the settlement of the insurance claim, including a bill, in an information email. This is a really great advantage for you that you do not have to worry about anything.
I am not insured with Riviera Tour CK
If you do not have insurance with our travel agency, you must pay for the tour including cancellation fees. After full payment, we will issue you a proof of payment for possible settlement with your insurance company;
I'm on a trip/cruise and need help
In case of an accident, treatment or a doctor's visit abroad it is necessary to activate your insurance. If you are insured with SLAVIA POJIŠTOVNA through CK RIVIERA TOUR, please contact:
GLOBAL ASSISTANCE
Dopraváků 749/3
184 00, Praha 1
Czech Republic
Tel: +420 296 339 679; +420 255 790 261
E-mail: [email protected]
Procedure for contacting assistance
When contacting the helpdesk, please tell:
first and last name
date of birth
policy number (found on the insurance cards in the check-in instructions)
address and tel. number of the doctor and medical facility that provided you with medical care
tell the operator the problem you are having and arrange for further solutions
Please write down the policy number that the operator will give you!
Then please report the insurance claim to our travel agency at +42 0 603 225 383
If necessary, please contact us at the above number.
Important notices:
1/ We would like to inform you that insurance companies provide assistance and emergency care to a sick hospitalized client. As far as accompaniment is concerned, the insurance company does not cover these costs.
2/ Count on cash in case of treatment. Treatments abroad are paid immediately and prices are not exactly low. It is therefore advisable to have plenty of cash or a credit card. You will then settle these costs with the insurance company when you return.
Download Billing of services to the insurance company - form (pdf CZ)
Insured medical event during the trip
If you have had any insured event during the trip, had to pay for medical treatment, etc., please fill in the form below and send it to the insurance company together with a copy of the proof of payment. The insurance company will then send the payment to your account indicated on the form.
Download Liquidation of insurance event during trip - form (pdf CZ)
Incident during the trip
If you have any insurance claim during your trip, please fill in the form below and send it to the insurance company together with a copy of the proof of payment. The insurance company will then send the payment to your account indicated on the form.
Download Damage or insurance event during a trip - form (pdf CZ)