Scenic Group insists cruises and tours are going ahead, despite IT breach

By Linsey McNeill
10/03/2022
Home » Scenic Group insists cruises and tours are going ahead, despite IT breach

Scenic Group has blamed a ‘cyber security incident’ for the fact that agents are unable to get through online or on the phone.

Problems for the company, which includes Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Tours started more than three weeks ago.

In a statement sent to Travel Gossip, the Group said it had ‘experienced a cyber security incident, involving unauthorised access to our IT systems’.  A spokesperson said it occurred ‘earlier this month’.

“As per our cyber security protocols, we have ring-fenced our IT systems to minimise any further impact and immediately started to conduct an investigation into this breach,” it said in the statement.

“We have engaged the services of an external cyber security company and their forensic experts, to assist our internal IT team to resolve this situation and bring our systems back online to full capacity.”

The statement did not say when Scenic’s systems will be back online.

Message on Scenic’s website

“Investigations by our IT department and the cyber security experts are ongoing and we continue to work in collaboration with the relevant authorities. Including compliance with all relevant laws and reporting obligations as well as co-operating with regulatory bodies as required,” it added.

“As this risk assessment continues our IT systems will remain offline, including the Scenic Group websites. 

“Once the dedicated incident response team is satisfied that the threat has been mitigated, our priority will be to re-establish the service levels for our guests and partners.”

Scenic says there is ‘currently no evidence’ that any guest, staff data or personal information was accessed by hackers. “If this changes, we will inform the impacted directly,” added a spokesperson.

Rob Voss, Chief Operating Officer Scenic Group said “Whilst this incident has impacted our IT systems, please be assured that we will continue to operate our cruise and tour programs as scheduled. Scenic Group will work closely with our partners to ensure delivery of our guest experience is not impacted.”

“We appreciate your patience and understanding during this time, as there may be delays in responding to enquiries. This is due to us having limited access to some of our core systems. 

“On behalf of the Scenic Group management team, we apologies for any inconvenience this may cause and wish to assure you that we are doing everything possible to resolve this issue.”

The spokesperson added: “Agent partners will continue to receive the latest updates as and when they become available.”

They said Scenic Group is continuing to take calls, bookings and payments.

However, a message on Scenic’s website says it is experiencing delays sending customers their documentation. Those departing in March are advised to call different numbers for each of its brands, but each has a recorded message requesting callers to email the company instead.

Earlier this month, Scenic Group cancelled its Russia cruises for the whole of 2022 and 2023.

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