Holiday Enquiries
Frequently Asked Questions

Frequently Asked Questions

We have listed our most frequently asked questions and answers about travelling with Imagine Cruising. Please pick a category that best suits your enquiry.

Brexit Advice

Travel to Europe is now different post Brexit, so it is important you plan early to make sure you have everything in place in time for your trip.

Five steps to take when travelling to Europe.

1. Check to see if your passport will still be valid

If you have a British passport, you will need to have at least six months left on your passport and your passport must have been issued within the last 10 years. If you renewed your current passport before the previous one expired and extra months were added beyond its standard 10 year expiry date, be aware that any extra months on your passport over 10 years may not count towards the six months needed.

You can use the Government’s passport checker to see if you need to renew your passport.

2. Take out travel insurance with adequate healthcare cover

We always advise travellers to take out comprehensive travel insurance with sufficient healthcare cover, including cover for existing medical conditions and any activities you plan to do.  ABTA has advice on finding the right travel insurance.

If you have a European Health Insurance Card it will be valid up to its expiry date. If you apply for a card now, you’ll get a new UK Global Health Insurance Card (GHIC) instead of an EHIC. More details here.

3. Make sure you have all the documents you need to drive in Europe

Green cards for insurance
If you are driving your own car in Europe, you will need to obtain and carry a physical Green Card for your UK car insurance to be valid in the EU. These cards will be available from your car insurance provider. You may be charged a small fee to cover administration costs. The ABI advises you apply for a Green Card at least a month before you are due to travel. You may also need a Green Card for your trailer or caravan, so check with your insurer.

GB car stickers
You will need a GB sticker for your own car when driving in the EU.

Driving permits
If you have a paper licence or your driving licence was issued in Gibraltar, Guernsey, Jersey or the Isle of Man you may need an international driving permit (IDP) to drive in some EU countries and Norway from 1 January 2021. These are available from the Post Office. If you have a card driving license, you do not require an IDP to drive in the EU, Switzerland, Norway, Iceland or Liechtenstein.

4. Check your mobile phone company’s policy on data roaming

Rules around mobile data roaming have changed meaning you may face charges when using your phone abroad, including for making calls, sending messages or using the internet. Check with your mobile phone provider about their data roaming policy.

The UK Government also has advice for people travelling to the EU.

Other things to be aware of when travelling to Europe

  • If you are going on holiday you won’t need a visa for short trips to Europe.
  • At border control you may need to show a return ticket and that you have enough money for your stay.
  • When going through passport control you may not be able to use the EU or EEA lanes.
  • You won’t be able to take any meat, milk or any products containing these items into the EU. There are exceptions for powdered baby milk, baby food, or pet food required for medical reasons.

Future Cruise Credits

You may be in possession of a future cruise credit from a previous voyage.

Whether you’ve previously booked through Imagine Cruising, another travel agent or directly with a cruise line, please feel free to contact our dedicated team who will be happy to assist you. We are able to access your information and can talk through your options enabling you to rebook to a future sailing with minimum complication and maximising any Future Cruise Credit you may have.

Documentation & 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 on your documents is correct. Please contact Customer Support Team on 01793 856785 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 from the lead passenger, along with your full name, reference number and new address details.

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: When will I receive my tickets?

A: Your tickets will be sent to you via email no later than 14 days prior to your departure date.

Q: How will I receive my cruise tickets?

A: Where possible, we will email your cruise ticket to you with the rest of your holiday tickets no later than 14 days prior to your departure date. Depending on your cruise line, you may be required to download your cruise ticket yourself. In this instance we will send you a ‘how to’ guide to complete this. Please refer to the cruise line check in page in our MyImagine hub for more information on the essential steps for your cruise line to ensure your ticket is generated before your departure.

Q: Do I need to bring any additional documents besides the cruise tickets?

A: You will be provided with the necessary information to check in for your flight prior to your departure and download your boarding pass, or you can do this at the airport by just presenting your passport. We will issue you with vouchers for your hotels and transfers as well as tour itineraries, but these do not need to be presented in resort they are for your reference.

Q: Can I make any changes to my ticket details, such as passenger names or cabin preferences?

A: You are still able to request changes after your tickets have been issued, but this would be subject to availability and may bear an additional cost. If there is an error in any of your documentation, please notify us immediately so that we can resolve this before your departure.

Q: Are there any important dates or deadlines mentioned on the tickets, such as embarkation time or disembarkation procedures?

A: Your cruise ticket will give you an embarkation time slot which we advise you adhere to as closely as possible to prevent delays at the port. Please note that we may override this time slot if we arrange a group embarkation for you in line with your transfers which would be detailed on your transfer voucher.


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 – 5pm) on 01793 856785 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 GB15 BARC 2091 3463 5944 24.

Q: Is my money protected?

A: Please refer to our terms and conditions.


Q: Which airline will I be booked on?

A: We work with a range of airlines around the world. If the flight details can’t be confirmed at time of booking you will be contacted around 8-10 months before travel with the exact details.

Q: Are my flights direct?

A: At the time of booking your sales advisor will advise you if the flight is direct or indirect; if flight details are not known you will be contacted around 8-10 months before travel. All flights are subject to change.

Q: How do I upgrade my flight after I’ve booked?

A: Please contact our Concierge Team on 01793 575289 or email 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 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 seats 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 also 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 this includes extra leg room seats.

Q: How do I add my frequent flyer details?

A: If you wish to add your airline frequent flyer information to the booking please contact Customer Support.

Q: Which terminal do I fly from?

A: Please check the relevant airport website to confirm the correct terminal.

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

A: If you are travelling within Europe you must check-in a minimum of 2 hours prior to departure. If you are travelling longhaul you must check-in a minimum of 3 hours prior to departure.

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

A: All children aged 2 years and old must have their own seat. Infants are classed from 0-to-2 years and they are required to sit on a parent’s lap during the flight. Seats for infants will usually be charged at the child 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 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. Note no requests can be guaranteed.

Your Ship

Q: What is my cruise itinerary?

A: Your cruise itinerary is detailed on your confirmation invoice, and also via Manage My Booking. Alternatively, for most cruise lines you can log into your booking on their website for your itinerary.

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 your cruise line to add a package.

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 and if you are unsure contact our customer support team on 01793 856785.

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 on board. For further information please contact your cruise line directly.

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. Please note you may be required to complete a medical form.

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. Please note most cruise lines are cashless and all spend will be charged to your on board account.

Q: Will I get sea sick?

A: Most modern cruise ships are equipped with stabilisers that eliminate much of the motion that causes seasickness. However, in more turbulent weather, you may still feel the effects. We would advise either speaking with your GP or bringing some seasickness tablets with you.

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. Please contact your cruise line for specific rules as this can vary by sailing.

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: 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. If your circumstances change between booking and departure it is vital you contact our customer support with your requirements. Please note you may be required to complete a medical form.

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.


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 and also confirmed on your confirmation invoice. 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. If your circumstances change between booking and departure it is vital you contact our customer support team with your requirements. This would be subject to availability and can not be guaranteed. Please note you may also be required to complete a medical form.

Q: How do I upgrade my cabin?

A: You can upgrade your cabin, this will be subject to availability. If you do upgrade, most cruise lines will charge you the price it would have been at the time of booking and not what it might be today. Our dedicated Concierge Team will be more than happy to look for the best available options for you.

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.

Passports, Visas, Travel Insurance & Vaccinations

Q: My passport expires soon, how soon should I apply for my new one?

A: A new passport can take up to 10 weeks to process, so ensure you leave yourself enough time to apply.  Check on the passport website below for current updates .  You can apply on line, by filling out a form and posting it to the relevant passport office, or apply in person for a Fast Track service.

Q: How much validity should I have left on my passport when I travel?

A: You will need 6 months validity on your passport from the day you return from your trip. Any extra months issued on your ten year passport, do not count as valid when checking your passport has 6 months validity from the day you return from your trip.  This will mean your passport truly expires exactly ten months from the date it was originally issued.

Q: How will I know if I need a visa?

A: Please visit the website of the Embassy of the country you are visiting to check requirements, costs and process times.  Or use the following website to determine what the country you are visiting requirements Foreign travel advice – GOV.UK ( Alternatively the CIBT quick check portal can tell you where a visa is required.

Q: When should I apply for my visa/ETA?

A: As a general rule it is best to start applying for your visa approximately 3 months prior to travelling.  This should allow enough time to process your visa in time for your holiday.

Q: What happens if I do not get the right visa/ETA for my holiday?

A: You are responsible for ensuring that you have the necessary visa requirement for the country you are visiting.  You will not be allowed to enter that country if you have not gained the required visa/ETA.

Q: Will I need to send my passport off when applying for a visa?

A: Some countries visa process requires sending your passport to be stamped with the visa.  Please ensure you do not need to use your passport during the applicable application process of the country you are visiting.  Most ETA applications do not require you to send your passport during the process.

Q: When should I purchase my travel insurance?

A: As soon as you make a reservation for your holiday.  If you do not have insurance at this point and need to cancel, any monies paid for your holiday will not be covered in the event of cancellation.

Q: Where can I find travel insurance if I have pre-existing medical conditions or I am over 70?

A: Go to a comparison website that offers price comparisons for your specific requirements.  Check with your bank to see if they offer travel insurance as part of your account benefits. If they do please check on the cover for all elements of your trip.  An individual broker may also be able to offer you a quote for an individual or annual trip.

Q: I am going on a long trip, can I still get travel insurance?

A: Please ensure you gain travel insurance advice before booking a trip for 3 weeks or longer. There may be restrictions for long duration travel.  A broker may be able to quote a cost for a longer than normal holiday.

Q: I am travelling to the United States, do I need to get higher medical cover insurance?

A: Yes, you should ensure that your medical cover is unlimited to travel to the USA where possible

Q: Do I need to take my travel insurance details with me on holiday?

A: Yes, you will need to carry the policy details and the 24 hour emergency phone number of your insurer in case you need to contact them whilst you are away to start a claim or assist with your care or repatriation.

Q: I have lost or damaged an item of my luggage, what do I need to do?

A: If you have the need to use your travel insurance to claim for an element in the cover provided, you will need to gain a report from local authorities or suppliers for any incidents that take place whilst on holiday to prove your loss.

Q: How can I find out what vaccinations are required to the country I am visiting?

A: Your GP or Triage Nurse will be able to help you with details of any compulsory or suggested vaccinations for the country you are visiting.  They will have details of your medical records and can make the right recommendations.  You can also find out health information on the following link Foreign travel advice – GOV.UK (

Q: Do I need to pay for vaccinations?

A: Some vaccinations carry a fee, e.g. Yellow Fever. This will need to be arranged via appointment with your health provider who will need to order in the vaccine to administer and there will be a charge.  Some Malaria medication can be purchased over the counter from your pharmacy.

Q: What if I am not able to have a compulsory vaccination due to health reasons?

A: Ask your GP to provide you with an exemption certificate if you are not able to have and compulsory vaccines for health reasons.

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 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 Concierge team on 01793 575289. Charges will apply

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.

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 – Sunday 9am – 8pm
Customer Support: Monday to Friday 9am – 5pm, Saturday 9am – 5pm

Q: How do I contact Imagine Cruising?

A: You can contact us via phone: 01793 856 785, or email

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 send to we will respond within 28 days.

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 17 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 17 weeks of departure.

View full list of holiday extras

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