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Frequently Asked Questions

Documentation and Tickets

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 Customer Support Team on 0800 840 5929 immediately, so we can ensure that the relevant operators have the correct information.

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

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

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 2-3 weeks prior where possible. Please ensure that you log on to your cruise line’s 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 may be applicable.)

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. Or, 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.

Payments

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

A: Full payment is required 17 weeks prior to departure

Q:How do I pay for my holiday and can I pay the balance of my cruise before the due date?

A: You can make payments towards your holiday whenever you wish.

- You can pay for your booking online: simply visit Manage my booking. Enter your IMC booking reference number, lead passenger's name and date of birth.

- To pay over the phone, please call our Customer Support Team (Monday to Friday 9am - 5pm, Saturday 9am - 3pm) on 0800 840 5929 who will take the payment using our secure payment system.

- To pay via bank transfer. Please forward your payment to our Barclays Bank, Sort Code 20-91-34, Account number 63594424 quoting your IMC passenger number. If you are paying from overseas, our account details are: Swift Code Swift Code BARCGB22.GBP. IBAN GB50 BARC 2084 5863 5944 24.

      

Q:Is my money protected?

A: Please refer to our terms and conditions.

Flights

Q:How do I upgrade my flight?

A: Please contact our Concierge Team on 01793 575289 or email concierge@imaginecruising.co.uk and we will be more than happy to help.

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:How do I get extra luggage labels?

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

Q:How do I pre book my seats and request extra baggage

A: If your tour is being booked on a group flight allocation, you will not be able to pre book seat or check in extra baggage online. We recommend you check in at the airport as early as possible in order to request the seats you would like. You can organise any extra baggage upon check in. If your tour is not booked on a group flight you can usually check in online 24 hours prior to departure and select seats at this stage. If you wish to pre book your seats before check in is available, the airline may charge.

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:What terminal do I fly from at Manchester?

A: Please check your flight tickets - alternatively check the link below: http://www.manchesterairport.co.uk

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: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 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 parent’s lap during the flight. Seats can usually be purchased for infants at a special rate.

Q:Can I fly if I am pregnant?

A:Most airlines will not allow you to travel after your 36th week of pregnancy, or the 32nd week if you’re pregnant with twins or multiples. Speak to your GP or midwife before you travel. Cruise lines have separate regulations to airlines, so please inform us immediately and we can advise you accordingly.

Q:How do I book extra leg room?

A: Extra leg room normally has to be requested at the airport check-in desk, although it is advisable to contact the airline before you travel. Please note there is normally a charge for this service.

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. Airport security requires a doctor’s note to show the medication you are taking when going through security 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, allergies or requirements please inform us immediately.

Your Ship

Q:What is my cruise itinerary?

A: Log on to our website and you can re-visit your itinerary route. Occasionally Cruise lines need to make changes to the itineraries. We will inform you if this happens.

Q:What are the dining arrangements on board?

A: At the time of booking you will have a choice of first or second sitting, however, this is only a request and never guaranteed. First 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 maître d' if you wish to amend your dining arrangements.

Q:When do I book my shore excursions?

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

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

A: All cruise lines offer celebration packages, though 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 within 15 weeks of departure.

Q:What are the tipping arrangements on board?

A: Tipping practices vary greatly amongst various 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, 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: If you require embarkation and disembarkation assistance, this must 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 cruise line accordingly.

Q:How do I call home?

A: Most of the major cruise lines have mobile networks on their ships, which will allow 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 suitable for battery chargers and a socket in the bathroom intended for razors, etc.

Q:Will I get sea sick?

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

Q:What chargeable extras will I have to pay?

A: Your cruise basics will be full board unless stated, although drinks will be extra, along with any additional purchases that 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’s clubs normally only accept children over 3 years of age.

Q:What activities are available for children on board?

A: Most cruise lines provide supervised children’s 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 on board 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 and those passengers with limited mobility, or wheelchair users, can usually 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, other allergies 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 seven-night cruise there are two 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 relieve you of 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 inform the cruise line.

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: If the cruise line have supplied us with a cabin number at the time of your booking, it 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 category cabin at no additional cost. This is at the cruise line’s 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: : Most ships accommodate disabled passengers, but there are often 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 those listed on our website, please ask our sales advisors to check availability for you. If you have already booked and want to upgrade your cabin, please contact our Concierge Team on 01793 575289 or email concierge@imaginecruising.co.uk and we will be more than happy to help.

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

A: Search for your specific cruise line through the "Cruise Lines" tab at the top of our website. Here you can select your cruise line and then ship to access the deck plans, enabling you to identify your cabin number and its position.

Q:What are the different types of cabins?

A: Cabins are split into 5 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/veranda with chairs and a table, allowing you to relax and enjoy the fresh sea air while cruising.
Juliet/French Balcony: a Juliet/ French Balcony has no outdoor seating area, but has windows that open up and a railing is placed directly behind the glass.
Suites: suites have the most facilities and space on board 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 and wardrobe. Hairdryers are also usually provided but please check this with your sales advisor. Complimentary soaps and shampoos are sometimes provided, but if you have forgotten to bring your own, you will usually be able to buy them on board.

Passports and Visas

Q:How do I submit my passport information?

A: This can be done easily by logging into the Manage Booking section of our website and selecting 'Add Passport Information'.

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?

A: British citizens are advised to consult the Identity and Passport Service for additional information on passport requirements. For information on visa requirements, Customers are advised to contact the embassy of the country they propose to visit. Non-British citizens are advised to consult their embassy or passport office for information and advice on visa and passport requirements required for the countries they propose to visit (and for return to United Kingdom). Please note: It can often take some time to obtain a visa, so Customers are advised to apply in plenty of time. Requirements may change and Customers should check for up-to-date information before booking and departure. We accept no liability if a Customer is refused entry onto a flight or into any country due to Customer's failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries Customer may just be transiting through. This includes all stops made by the aircraft, even if Customer does not leave the aircraft or airport. Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. Imagine Cruising. urges passengers to review any travel prohibitions, warniangs, announcements and advisories issued by The Foreign and Commonwealth Office Travel Advice Unit prior to booking travel to international destinations. Information on conditions in various countries and the level of risk associated with travel to particular international destinations can be found from the following sources:

Foreign and Commonwealth Office Travel Advice Service on 0845 850 2829 (24hrs, 7 days a week) (BT - 4p per min. Other networks vary)
https://www.gov.uk/foreign-travel-advice

Visa Specific information:

For visa advice on travel to India, please visit:
https://indianvisaonline.gov.in/visa/index.html

For visa advice on travel to Australia, please visit:
https://www.border.gov.au/Trav/Visa-1/651-

For visa advice on travel to USA, please visit:
https://www.cbp.gov/travel/international-visitors/esta

For visa advice on travel to Canada, please visit:
http://www.cic.gc.ca/english/visit/

For any other country please use the advice given on the UK government website:
https://www.gov.uk/foreign-travel-advice

For any additional advice or if you would like the visa application to be done for you through a third-party supplier please contact:
http://cibtvisas.co.uk/

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.

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.

Cancellations & Amendments

Q:How do I upgrade my flight or make enhancements to my holiday?

A: Please contact our Concierge Team on 01793 575289 or email concierge@imaginecruising.co.uk and we will be more than happy to help.

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 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: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: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.

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 do I add airport parking or an 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 within 15 weeks of departure

Q:How do I book attractions tickets?

A: Where available, attraction tickets can be added to your booking: please contact our Customer Support Team. Please note, full payment could be required within 15 weeks of departure.

Other FAQs

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 and you are not the lead passenger, we will need authorisation from the lead passenger first. This can be done over the phone.

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: 0800 840 5929, or email - customersupport@imaginecruising.co.uk

Q:Who do I call in case of emergency?

A: Please call our emergency number on 01793 467 476. (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:How do I make a complaint?

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

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

A: At 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.