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Cruise Holiday Help - Frequently Asked Questions

Tickets

Q:When will I receive my tickets?

A:Tickets will be sent via email or post no later than 7 days prior to departure although we do aim to get them to you 3-4 weeks prior where possible. Please ensure that you logon to your cruise lines website and complete all of the pre cruise information that they require to enable us to access your tickets in a timely manner.

Q:I’ve lost my tickets – Help

A:We are able to re issue your tickets, so don’t panic! Please contact our friendly Customer Support Team who will be able to assist you. (Please note an administration fee will be applicable)

Q:What’s an E ticket?

A:An E Ticket stands for Electronic ticket. This means instead of sending you your tickets by post, we email you your tickets and you are able to print your tickets off at home.

Q:How do I get extra luggage labels?

A:Imagine Cruising will send you the cruise lines luggage labels (if provided by them) with your tickets. If you require more luggage labels please contact our Customer Support Team who will be able to send you some more.

Payments

Q:How do I pay for my holiday?

A:You can pay for your holiday by either debit or credit card, cheque or bank transfer. Payments by credit & debit cards are subject to a handling fee: Credit cards - 2.5% Debit card - no charge American Express Card 3.5% Please contact our Customer Support Team who can take the payment via our secure payment system. Bank Transfer - Barclays Bank, Sort Code 20-83-69, Account number 70454818. Please ensure that you use your Imagine Cruising reference number that begins with either 84 or 117 as your payment reference to ensure we can allocate it correctly.

Q:When do I have to pay for my holiday?

A:Full payment is required 15 weeks prior to departure.

Q:Can I pay the balance of my cruise before the due date?

A:You can make payments towards your holiday whenever you wish, by either card payment or bank transfer.

Flights

Q:How do I upgrade my flight?

A:Please email or call our friendly Customer Support Team who will be able to assist you.

Q:What is my luggage allowance?

A:This depends on the airline that you are flying with; your luggage allowance will be detailed on your tickets.

Q:Do I fly from the North or South terminal at Gatwick?

A:Please check your flight tickets – alternatively check the link below: http://www.gatwickairport.com/flights

Q:What terminal do I fly from at Heathrow?

A:Please check your flight tickets - alternatively check the link below: http://www.heathrowairport.com

Q:When do I need to check in for my flight?

A:If you are travelling within the European Union you must check in a minimum of 2 hours prior to departure. If you are travelling worldwide you must check in a minimum of 3 hours prior to departure

Q:How do I pre book my seats?

A:Pre booking flight seats is completed via the relevant flight operator normally via their website.

Q:Will my luggage go straight through if I am flying from a domestic airport?

A:It will depend who you are flying with, please ask at check in

Q:Will a cruise line representative be at the airport or cruise terminal?

A:In most destinations you will be greeted by a cruise line representative at the cruise terminal. At some airports a cruise representative will be present too.

Q:Will my child have a seat on the plane?

A:Infants are classed from 0 to 2 years and they are required to sit on a parents lap during the flight. For an infant to have their own seat a child fare would be required to be paid.

Q:Can I fly if I am pregnant?

A:You are able to fly up until your 28th week of pregnancy. The cruise lines have separate regulations to the airlines, so please inform us immediately and we can advise you accordingly.

Q:How do I book extra leg room?

A:Extra leg room has to be requested at the airport check in desk.

Q:Are my flights direct?

A:If you specifically want direct flights we would always recommend you mention this at the time of booking. At the time of booking your sales advisor will advise you if the flight is direct or indirect. All flights are subject to change until they have been ticketed.

Q:How do I arrange wheelchair or limited mobility airport assistance?

A:Assistance can be arranged before your departure date. To arrange assistance please contact our Customer Support Team who can take full details of the assistance required and advise the airline accordingly.

Q:I have medical requirements how do I inform the airline?

A:We strongly advise you to carry any medication you require in your hand luggage. Some airlines require a doctor’s note to show the medication you are taking when checking in so please advise us if this is the case. If you require oxygen concentrated cylinders or medical sharps you must advise us at the time of booking so we can advise the airline and the cruise line so the necessary support is provided.

Q:I have dietary requirements how do I inform the airline?

A:Airlines do cater for dietary requests such dairy free, gluten free, wheat free and vegetarian diets. If you have any of these intolerances or requirements please inform us immediately.

Your Ship

Q:What are the dining arrangements on board?

A:At the time of booking you will have a choice of 1st or 2nd sitting, however, this is only a request and never guaranteed. 1st sitting is normally around 6.15pm and second sitting around 8.15pm. Table sizes vary from 2,4,6,8 or 10. When you arrive on board you can speak to the Maitre D if you wish to amend your dining arrangements.

Q:When do I book my shore excursions?

A:Shore excursions are bookable on line with your relevant cruise line prior to departure. Alternatively, you are able to book shore excursions on board, to avoid disappointment we would advise to pre book them prior to departure.

Q:What are the tipping arrangements on board?

A:Tipping practices vary greatly amongst the cruise lines ranging from a required added service charge to no tipping at all. Please check with your sales advisor at the time of booking.

Q:Can I smoke on board?

A:While most cruise ships are largely smoke-free, all the cruise lines provide at least some areas for cigarette smokers, pipe and cigar smokers.

Q:Can I get married on board?

A:On some cruise lines you are able to get married aboard for further information contact our Customer Support Team.

Q:How do I arrange wheelchair or limited mobility assistance at the port?

A:Assistance should be arranged before your departure date for embarkation and disembarkation assistance. To arrange assistance please contact our Customer Support Team who can take full details of the assistance required and advice the cruise line accordingly.

Q:How do I call home?

A:Most of the major cruise lines have mobile networks on their ships, this allows you to dial out and receive calls whilst at sea. This can be quite costly so always check with your mobile provider prior to your departure.

Q:How do I exchange money?

A:Most cruise lines have a currency exchange on board so you can exchange small amounts of money including cash and travellers cheques.

Q:What is the voltage on board?

A:Most cruise lines are equipped with 110 and or 220 volts AC and are capable of handling all normal appliances. Most cabins will be fitted with power sockets for use for battery chargers, a socket in the bathrooms will also be provided for razors etc.

Q:Will I get sea sick?

A:Most modern cruise ships are equipped with stabilizers that eliminate much of the motion that causes seasickness.

Q:What chargeable extras will I have to pay?

A:Your cruise basis will be full board; drinks will be extra along with any additional purchases you make.

Q:Are children allowed on board?

A:On most Cruise lines children over the age of 6 months are allowed on board, however children clubs normally only accept children over the age of 3 years.

Q:What activities are available for children on board?

A:Most cruise lines provide supervised children clubs and activities; some cruise lines also provide a babysitting service.

Q:How do I use the cashless system and purchase items on board?

A:All Cruise lines operate a ‘cash free’ system where you sign for purchases using your cruise card which will be given to you upon embarkation. You will be required to register a debit or credit card; most cruise lines accept all major cards however some are unable to accept switch, maestro, solo, visa electron or pre paid credit cards. Should you wish to settle your account with cash, you can do so once on board however a credit card must still be registered when you check in but will not be debited. If a card is not registered then your account will need to be kept in credit by placing a cash deposit in order for you to continue to purchase items on board. This can be topped up at any time during your cruise.

Q:Can I bring alcohol on board my Cruise Ship?

A:Policies about bringing your own alcohol onboard vary: however as a general rule, cruise lines reserve the right to refuse alcohol being carried on board.

Q:What is a tender?

A:A ship's tender is a boat used to transport passengers to and from shore if the cruise ship is too large to dock in the port. You will be notified of any tender service whilst on board, for passengers with limited mobility or wheelchair users will still be able to use the ship’s tenders.

Q:I have dietary requirements how do I inform the cruise line?

A:Cruise lines generally cater for any dietary requests such as low fat, low sugar, dairy free, gluten free, wheat free and vegetarian diets. If you have any of these intolerances or requirements please inform us immediately.

Q:What is the dress code on board?

A:Formal nights vary depending on the ship. Typically on a standard 7 night cruise there are 2 formal nights.

Q:Will my luggage be taken to the ship?

A:Due to airport security and custom checks you will be required to re claim your luggage at the airport before embarking your cruise line. Once you arrive at the port, terminal porters will take your luggage and it will be taken directly to your cabin.

Q:I have medical requirements how can this be arranged with the Cruise Line?

A:If you require oxygen concentrated cylinders, medical sharps or have any medical illness you must advise your sales advisor at the time of booking so we can advise the cruise line.

Q:What is my cruise itinerary?

A:Log on to our website and you can re visit your itinerary route

Q:Can I cruise if I’m pregnant?

A:Cruise lines have different regulations so please inform us immediately so we can advise you accordingly.

Cabins

Q:What’s my cabin number?

A:At the time of booking if the cruise line provides a cabin number this will be given to you by your sales advisor. However, if a cabin number is not provided you may have been booked a guaranteed cabin. With a guaranteed cabin you will not be given a cabin number at the time of booking but will be guaranteed a specific category of cabin. The biggest benefit of booking a guaranteed cabin is the possibility of being upgraded to a higher catagory cabin at no additional cost. This is at the cruise lines discretion and dependent on cabin availability on your ship shortly before departure. Please note that we may not be aware of your cabin number prior to you boarding.

Q:How do I book a disabled cabin?

A:

All ships accommodate disabled passengers but there are a limited number of wheelchair accessible cabins on each ship. Please ensure that you request a disabled cabin prior to booking so that we can check the current availability.

Q:How do I upgrade my cabin?

A:

If you would like an upgraded cabin from those that we advertise or are on our website, please ask our sales advisors to check availability for you. If you have already booked and want to upgrade your cabin our Customer Support team will be more than happy to assist in gaining a quote for you.

Q:How can I find out where my cabin is?

A:Search for your specific cruise line by clicking "Cruise Lines & Ships" at the top of our website. Once on the cruise line page, select your cruise line and then ship to access the deck plans. Here you will be able to identify your cabin number and its position.

Q:What are the different types of cabins?

A:Cabins are split into 4 different categories: Inside - An inside cabin does not have a picture window, port hole or balcony. Outside - An outside cabin has a port hole or picture window. Balcony - A balcony cabin will have patio doors leading to a balcony/verandah with chairs and a table and lets you relax and enjoy the fresh sea air while cruising. Suites - Suites have the most facilities and space aboard any ship. They normally offer a divided living space, and some have additional bedrooms.

Q:What happens on arrival?

A:On arrival, your luggage will be placed outside your cabin and your cabin steward will introduce themselves and answer any questions you may have.

Q:What is provided in the cabin?

A:The majority of cabins consist of a small private bathroom with a shower, wash basin and toilet. Along with a shaver socket, telephone, TV & wardrobe. Hairdryers are also usually provided but please check this with your sales advisor. Complimentary soaps & shampoos are sometimes provided but if you have forgotten to bring your own you should be available to buy them onboard.

Visas

Q:I am flying to the United States, what is ESTA?

A:If you will be travelling to or within the USA, including “touch down’s “, departure ports and indirect flights, you will be required to obtain a Travel Authorisation via an “ESTA” Visa Waiver Program. Travel authorisation is obtained through an online registration system. If your registration is successful, it will be valid for multiple applications for two years or until the date on which your passport expires, whichever comes first. An ESTA fee required by the Travel Promotion Act of 2009 came into place as of the 8th September 2010. The fee is comprised of two parts: 1. Processing charge - All applicants requesting an electronic travel authorisation are charged for the processing of the application. The online form will take around 10 minutes to complete and up to 72 hours before you receive notification that your application was successful and therefore whether you are approved to travel. Please follow the below link where you can complete the ESTA application site: https://www.cibtvisas.co.uk/imaginecruising All payment for electronic travel authorization applications must be made by credit card or debit card at this time. The ESTA system currently accepts only the following credit/debit cards: MasterCard, VISA, American Express, and Discover.

Q: Do I need a visa for Turkey?

A:As of 10th April 2014 if you are travelling to Turkey a Visa is required prior to departure. The Visa can be purchased through the Turkish Government website. Please see link: www.evisa.gov.tr

Q: Do I need a visa?

A:On some itineraries it may be necessary, for passengers to obtain a Visa to validate your entry to a country or port of call. All Passengers are responsible for obtaining the necessary visa(s) for their itinerary before departure. To purchase a Visa Please visit https://www.cibtvisas.co.uk/imaginecruising or contact 0844 800 4650 mentioning you are a Imagine Cruising customer. All passport holders should check with the relevant Embassy or consulate prior to departure. Please note under certain circumstances (eg. if you have a criminal record), you will need a visa. If you have a passport showing you are a British subject you will need a visa. This particularly applies if you are Irish but have a British subject passport.

Q: Is my passport valid?

A:When travelling to a foreign country you must a have a full and valid passport with at least 6 months validity on your passport after the date of your return or you may be refused boarding. If you do not hold a British passport we regret that we cannot provide any information regarding visas and therefore passengers will need to check with the relevant embassy the requirements for your itinerary in order to travel. Please ensure that the names and initials on your flight & cruise tickets are the same as your passport.

Cancellations & Amendments

Q:How do I cancel my booking?

A:We require all cancellations in writing from the lead passenger on the booking and this can be by letter, fax or email. Cancellations are effective from the date we receive them and not from the date they are sent. Upon receipt we will contact the relevant suppliers of your holiday to ascertain the cancellation charges. We will then confirm the charges to you before cancelling the holiday.

Q:I didn’t make the booking. Can you help me?

A:Due to data protection we can only discuss the booking with the lead passenger who is normally the person who has made the booking. If you do need to speak to us about the booking directly we will need to speak to the lead passenger and get their authority for you to discuss the booking.

Q:Can I do a name change?

A:Yes you can, however, the charge for the amendment is dependent on how close you are to departure. Please contact our Customer support Team who will be able to confirm the relevant charges.

Q:Can I amend my cruise to a different date?

A:Yes, please refer to our booking conditions and contact our Customer Support Team.

Q:How do I cancel my booking?

A:We require all cancellations in writing from the lead passenger on the booking and this can be by letter, fax or email. Cancellations are effective from the date we receive them and not from the date they are sent. Upon receipt we will contact the relevant suppliers of your holiday to ascertain the cancellation charges. We will then confirm the charges to you before cancelling the holiday.

Q:What are the cancellation charges?

A:

119 Days or More before departure
If you want to cancel your cruise 119 days prior to departure you will lose your deposit. Please note if a low deposit has been paid then any further money due will need to be collected before cancellation. If you have already paid your balance in full then we will calculate the deposit you would have paid and refund the difference.

118 - 36 days prior to departure
If you want to cancel your cruise between 118 - 36 days prior to your departure you will lose 75% of your holiday cost. This does not include flights as these are always at a 100% loss.

35 days prior to departure
If you want to cancel your cruise 35 days or less prior to your departure you will lose 100% of your holiday cost.

Q:What happens if I cancel my policy?

A:

Before Balance Due Date (more than 15 weeks before departure)
If you cancel your policy prior to the Balance Due date of your cruise you will lose your entire discount and will be liable for the full cost of the cruise. You now have the option to either keep the booking and pay the non discounted amount or cancel at loss of deposit.

After Balance Due Date (less than 15 weeks before departure)
If you cancel your policy after the Balance Due Date you will keep the discount on your cruise.

Holiday Extras

Q:How do I book an airport lounge?

A:Please contact our Customer Support Team who will able to add this on for you.

Q:How can I add a celebration package to my cruise?

A:All cruise lines offer celebration packages, prices and packages vary, you will need to add the package to your booking prior to your departure, please contact our Customer Support Team to add a package. Please note full payment will be required if within 15 weeks of departure.

Q:How do I book attractions tickets?

A:Attraction tickets can be added to your booking please contact our customer support team. Please note full payment could be required if within 15 weeks of departure.

Q:How do I add airport parking or a airport hotel?

A:Please contact the Customer Support Team and we will happily add a hotel or car parking to your booking. Please note full payment will be required if within 15 weeks of departure.

Other FAQs

Q:Is my money protected?

A:Please refer to our terms and conditions

Q:I am part of the cruise line membership scheme how do I notify you?

A:At the time of booking please provide this number to our sales advisor alternatively contact the Customer Support Team and we can advise the relevant cruise line of your membership number to ensure you do not miss out on any benefits.

Q:What are your open hours?

A:Sales - Monday - Friday 9am - 9pm Weekends - 9am - 8pm Customer Support - Monday to Friday - 9am - 5pm Saturday 9am - 3pm

Q:How do I contact Imagine Cruising?

A:You can contact us via Phone : 0844 372 2345 - Email - customersupport@imaginecruising.co.uk or Fax: 0844 372 2346

Q:Who do I call in case of emergency?

A:Please call our emergency number 0844 372 2351. (Please note that this number is for genuine emergencies only and any calls of a non urgent nature will be asked to call back the following working day)

Q:I have moved do I need to inform you?

A:This information will need to put this into writing from the lead passenger along with your full name, reference number and new address details.

Q:Do you charge a booking fee?

A:Yes, we charge from between £25 to £50 per person

Q:Do I need travel insurance?

A:We strongly advise you to obtain adequate travel Insurance from the day the booking is made. Imagine Cruising will not accept any liability for any passengers who fail to obtain adequate travel insurance.

Q:Do I need a vaccination?

A:Please contact your GP as we are not trained to advise you.

Q:When will I receive my booking confirmation?

A:All confirmation and receipts will be sent out within 3 working days from when the booking was made.

Q:My confirmation is incorrect, help?

A:As a passenger you have a responsibility to check that all the information is correct on your documents. Please contact us immediately so we can ensure that the relevant operators have the correct information.

Q:How do I make a complaint?

A:Please put your complaint into writing and we will respond within 28 days.