Holiday Enquiries
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Welcome to the Imagine Cruising Info Hub!
Welcome to your dedicated resource hub. Here, you’ll find everything you need to enhance your experience — from answers to frequently asked questions and ticketing information, to flight guides and a helpful pre-travel checklist.
All of these are available for you to download and review at your convenience.
Take some time to explore the content, and if you have any questions, don’t hesitate to reach out.
We look forward to working with you!
Meet The Team
Parvin Tate
Trade Sales Consultant
Tom Clifford
Trade Sales Consultant
Kerry Fitzpatrick
Trade Sales Consultant
Jason Wines
Trade Sales Consultant
Contact Us
Our dedicated Trade Team is here to support you with whatever you need — from general enquiries to bookings and amendments.
Email us on
Address
Portland House, Bincknoll Lane
Interface Business Park
Royal Wootton Bassett
Wiltshire, SN4 8SY
Key Information
Here, you’ll find everything you need to feel confident when speaking to customers — from key information and helpful insights to answers to our most frequently asked questions.
To make things even easier, the content is also available as a downloadable PDF, so you can refer back to it whenever you need.
Information Guides
Flight Guide
Tickets Guide
Cruise Guide
Holiday Checklist
Travel Documents
Flight Guide
Welcome to our Flights Guide, designed to make your journey as smooth and stress-free as possible. Whether you’re flying for the first time or just need a refresher, we’ve got all the essential information you need – from check-in tips to understanding your flight details.
What is My Airline Reference Number?
Your Airline Reference Number can be found on your confirmation invoice, listed under “Airline Reference” in the flight information. On some documents, it may appear as a “Ticket Reference” or “Ticket Number.” You’ll also find this reference number in your Final Booking Summary and MyImagine Flight Information documents, which will be sent to you no later than 14 days before departure.
The reference number will typically consist of six or seven characters, including both letters and numbers (e.g., A1B2C3).
Please note, you may be part of a Group Flight.
What is a Group Flight?
Some of our holiday experiences include Group Flights which allow us to offer the most competitive prices.These flights do not have individual airline references, meaning seat selection and check-in must be done at the airport. We recommend arriving early to complete this process.
We will not be able to confirm whether you are on a group flight until your flights are within range and fully confirmed. Once confirmed, you can check if you’re part of a group by looking at your airline reference number – if it begins with ‘IMP’, you are on a group flight.
What If I Require Special Assistance or Have Mobility Requirements?
If you require special assistance, such as wheelchair support, help with stairs, or need to travel with medical equipment like an electric wheelchair or mobility scooter, your travel agent can provide a form to submit to the airline. Please contact your travel agent to initiate the request.
How Do I Access the Airline’s Manage My Booking Portal (Excluding Group Flights)?
Once your flights are confirmed, you can access the airline’s “Manage My Booking” portal using your airline reference number. Simply search for [airline name] manage my booking into your preferred search engine (e.g., QANTAS manage my booking) or visit the airline’s website and find the ‘Manage My Booking’ section.
In the portal you can do the following:
- Select seats
- Update dietary requirements
- Add frequent flyer membership details
- Manage or add luggage
- Check in online 24-48 hours before flight (depending on airline)
Please Note:
Imagine Cruising cannot assist with seat selection or check-in. If you require assistance, please contact the airline directly by phone or via their website, providing them with your airline reference number.
How Do I Select My Seats on the Flights?
Once your flights are confirmed, you can request seating. Most airlines allow seat selection in advance, but please note that additional charges may apply. For certain seats (e.g., extra legroom, bulkhead, or exit row seats), extra charges are often incurred.
Seating is subject to availability, and the airline may change your seating assignment. Additional charges depend on the airline, seat type, and class of service. You can use your airline reference number to select and pay for your seats via the airline’s website.
What If I Have Dietary Requirements or Require Special Meals?
To request special meals or to inform the airline of dietary requirements, please use the airline’s “Manage My Booking” section once your flights are confirmed and ticketed. This can only be done after full payment and ticket issuance.
How Do I Add My Frequent Flyer Membership Details?
While we strive to assist with adding your frequent flyer details, please note that not all airfares qualify for loyalty points or status credits. This depends on the fare type, airline, and specific terms and conditions of your loyalty program. For most group fares, points or credits may not be eligible.
Please Note:
- If you are booked on a codeshare flight, earning points or status credits can vary. In some cases, you might not earn points, or you may earn them at a reduced rate.
- To determine how many points or credits you will earn, review the terms of the airline’s loyalty program and the fare rules at the time of booking.
If you require any additional information or have questions before your departure, please reach out to your travel agent. If you’re already at the airport, don’t hesitate to speak with the airline staff directly.
What is a Codeshare Flight?
Many international airlines operate under codeshare agreements, which means that although one airline books your flights, you’ll actually be flying on a partner airline’s aircraft. Common codeshare partnerships include Qantas and Emirates or United Airlines and Lufthansa in Europe.
If you have a codeshare flight, you may need to log into the partner airline’s “Manage My Booking” portal to access your flight details or complete tasks like seat selection.
Typically, if your flight is a codeshare, the flight reference will include four digits. For example, QF1234 is a codeshare flight, whereas QA123 is not.
What Is My Luggage Allowance?
Each airline has its own policies regarding luggage allowance, which typically cover weight, size, and the number of bags allowed. If you need to increase your luggage allowance, we recommend contacting the airline directly or using the airline’s “Manage My Booking” portal. It’s usually more cost-effective to arrange this in advance, rather than at the airport.
Please Note:
Some internal domestic flights may have a lower luggage allowance than international flights. We recommend packing with the more restrictive allowance in mind to avoid excess baggage charges. For detailed information on your allowance, please refer to the airline’s website and access the “Manage My Booking” section, which you can do once your flights are confirmed, paid in full, and ticketed.
What Is My Luggage Allowance?
There are several convenient ways to check in for your flight and save time at the airport:
- Download the Airline App: Access your boarding pass through the airline’s app by entering your name and airline reference. You can present this digital boarding pass during the check-in process.
- Check In Online: Visit the airline’s website 24-48 hours before departure and enter your airline reference to check in. You’ll be able to activate your boarding pass and select seats (if available).
- Check In at the Airport: If you prefer, you can provide your airline reference to an agent at the airport check-in desk to receive your boarding pass and luggage labels.
Please Note:
- If you’ve checked in via the airline’s app or online, you can retrieve your boarding pass and luggage labels at the airport’s self-service kiosk and proceed directly to the bag-drop counter.
- Check-in desk opening times may vary by airline. If you’re unable to check in online, don’t worry—some airlines or specific flights may not offer this option.
How Early Should I Arrive at the Airport?
We recommend arriving at least 3 hours before international flights and 2 hours before domestic flights to allow enough time for check-in, security, and any other procedures.
How Do I Get My Flight Tickets?
Airlines have moved away from issuing physical tickets or e-tickets as part of your travel documentation. Instead, you’ll only need your 6-character airline reference, your name, and a valid ID—typically a passport for international flights.
Flight Changes/ Schedule Changes:
If your flight time changes, Imagine Cruising will do everything we can to notify your travel agent with the updated details as soon as possible. You may also receive a direct notification from the airline at the same time we are informed. Rest assured, we’ll already be working on alternative arrangements, such as transfers and tours, to ensure your holiday experience is seamless.
Flight Cancellations:
If your flight time changes, Imagine Cruising will do everything we can to notify your travel agent with the updated details as soon as possible. You may also receive a direct notification from the airline at the same time we are informed. Rest assured, we’ll already be working on alternative arrangements, such as transfers and tours, to ensure your holiday experience is seamless.
If your flight is cancelled before your departure, Imagine Cruising will do everything possible to notify you of the cancellation and updated details with as much notice as possible. You may also receive a notification directly from the airline at the same time, so you might already be aware when we contact you.
If your flight is cancelled while you’re on holiday, the airline and airport will manage the rebooking process. At that point, you’ll need to speak with the airline directly for information on the change. Imagine Cruising will not be able to amend these details. For assistance, please contact the emergency number listed in your final documentation.
Why Don’t I have Flight Details?
When you book your holiday, flight schedules may not yet be confirmed by the airlines. This is known as being ‘Out of System Range’ (OSR). At this stage, you’ll see placeholder flights with estimated information on your documentation.
Once the airlines have confirmed the schedules, your flights will be considered ‘In System Range’ (ISR), and the final details can be booked.
When Will I Know my Flight Details?
Around 8-10 months prior to your holiday departure, your travel agent will reach out to confirm the flight details. This is when we’ll discuss the flights included in your package and any available upgrades, which may incur additional costs.
Please Note:
Your flights may be indirect (up to two stops), and we won’t be able to guarantee the route or carrier until we contact you with the confirmed flight details. Any OSR flight information on your confirmation invoice is for guidance only and is subject to change. Once the flights are finalised, you will be provided with your airline reference number. An additional deposit will be required when your flights are confirmed and booked.
How do I pre-book my seats and request extra baggage?
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 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.
Do I fly from the North or South terminal at Gatwick?
Please check your flight tickets – alternatively check the link below: http://www.gatwickairport.com/flights
What terminal do I fly from at Heathrow?
Please check your flight tickets – alternatively check the link below: http://www.heathrowairport.com
What terminal do I fly from at Manchester?
Please check your flight tickets – alternatively check the link below: http://www.manchesterairport.co.uk
When do I need to check in for my flight?
If you are travelling within Europe, you must check-in a minimum of 2 hours prior to departure. If you are travelling long haul, you must check-in a minimum of 3 hours prior to departure.
Will my luggage go straight through if I am flying on connecting flights?
It will depend on who you are flying with, please ask at check in.
Will my child have a seat on the plane?
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.
Can I fly if I am pregnant?
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.
How do I book extra leg room?
Extra leg room normally must 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.
Are my flights direct?
If you specifically want direct flights, we will 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.
I have medical requirements how do I inform the airline?
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 your travel agent at the time of booking so we can advise the airline and the cruise line, so the necessary support is provided.
I have dietary requirements how do I inform the airline?
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 your travel agent immediately. Note: no requests are guaranteed.
Tickets Guide
Your tickets will be on their way to your inbox no later than 14 days before departure. We’re here to ensure your travel experience is as smooth as possible—whether you’re a seasoned flyer or heading on your first adventure.
Your Ticket Pack will include:
- Flight voucher
- Hotel voucher
- Transfer voucher
- Tour voucher
- Cruise ticket (or guide on how to obtain your cruise ticket)
Cruise
If your cabin is booked on a ‘guarantee’ basis, your specific cabin number may not yet be assigned. Tickets cannot be issued or downloaded until the cruise line assigns your cabin. This can happen up to 72 hours prior to departure, but rest assured, your ticket will be sent to you as soon as it becomes available.
Flights
We will not issue flight tickets directly, but your flight voucher will contain all the necessary details for checking in online and downloading your boarding passes. Please note that the check-in window may vary depending on the airline. If you’re unable to check in online, don’t worry— you can still check in at the airport. We recommend arriving at least 3 hours before international flights and 2 hours for other flights.
Group Flights
If you are traveling on an Imagine Cruising group flight, online check-in and seat selection will not be available. These will be handled at the airport by the airline’s check-in staff. Please ensure you arrive in plenty of time before your flight. To confirm if you are on a group flight, your flight reference will begin with IMP.
Cruise Guide
Set Sail with Confidence
Below, you’ll find everything you need to make sure your cruise holiday planning is smooth sailing from start to finish. Get ready to embark on an unforgettable journey with all the essential details right at your fingertips.
Cruise Line Check-In
Your cruise line will require some essential information from you to create your passenger profile and issue your ticket ready for departure.
This can be completed through the Cruise Line Check-In. To log in, use your individual cruise reference number, which can be found on your confirmation invoice under “Cruise”.
You will be asked the following…
- Passport Information
- Insurance Information
- Emergency Contact Information
Other possible requirements
- To confirm vaccination status
- Health and Safety attestation
- Download cruise line app
- Fill-in health questionnaire 24 hours before departure
- Onboard account card information
- Upload photograph
Enhance your cruise experience by logging in to your booking on the cruise line’s website. Easily book and pay for extras like shore excursions, drinks packages or speciality dining. Explore detailed cruise itineraries and deck layouts at your convenience.
When will I get my cabin number?
At the time of booking, you will either have booked a cabin number or booked on what is called a ‘guarantee’. This means that you’re guaranteed the grade of cabin you have booked, but your cabin number will be determined by the cruise line nearer to departure – this can be anything up to 72 hours prior. Please note: your cruise ticket will not be released until 28 days prior to departure, or until your cabin number has been allocated – whichever is latest.
What is my cruise itinerary?
Log into your Manage My Booking profile and you can re-visit your itinerary route. Occasionally cruise lines need to make changes to the itineraries. We will inform you via email if this happens.
What are the dining arrangements on board?
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.
When do I book my shore excursions?
Shore excursions are bookable online with your relevant cruise line prior to departure. Alternatively, you can book shore excursions on board, though to avoid disappointment we would advise you to pre-book them prior to departure.
How can I add a celebration package to my cruise?
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 17 weeks of departure.
What are the tipping arrangements on board?
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. Please check with the relevant cruise line of contact our Customer Support Team.
Can I smoke on board?
While most cruise ships are largely smoke-free, all the cruise lines provide at least some areas for cigarette, pipe, cigar, and vape/e-cigarette smokers.
Can I get married on board?
On some cruise lines you can get married on board. For further information contact our Customer Support Team.
How do I arrange wheelchair or limited mobility assistance at the port?
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.
How do I call home?
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.
How do I exchange money?
Most cruise lines have a currency exchange on board so you can exchange small amounts of money including cash and travellers’ cheques.
What is the voltage on board?
Most cruise lines are equipped with 110 and or 220 volts AC and can handle 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.
Will I get seasick?
Most modern cruise ships are equipped with stabilisers that eliminate much of the motion that causes seasickness.
What chargeable extras will I have to pay?
Your cruise basics will be full board unless stated, although drinks will be extra, along with any additional purchases that you make.
Are children allowed on board?
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.
What activities are available for children on board?
Most cruise lines provide supervised children’s clubs and activities; some cruise lines also provide a babysitting service.
How do I use the cashless system and purchase items on board?
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 for you to continue to purchase items on board. This can be topped up at any time during your cruise.
Can I bring alcohol on board my Cruise Ship?
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.
What is a tender?
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.
I have dietary requirements how do I inform the cruise line?
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.
What is the dress code on board?
Formal nights vary depending on the ship. Typically, on a standard seven-night cruise there are two formal nights.
Will my luggage be taken to the ship?
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.
I have medical requirements how can this be arranged with the Cruise Line?
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 you have not already done so or if you develop any new medical requirements between booking and departure, please inform our Customer Support Team immediately.
Can I cruise if I’m pregnant?
Cruise lines have different regulations so please inform us immediately so we can advise you accordingly.
Your Holiday Check List
We’ve put together this handy guide to make sure your holiday prep is as smooth and stress-free as possible, so you can focus on what really matters – getting ready for an unforgettable experience.
Your Next Steps:
Review Your Booking Confirmation
Carefully check your Booking Confirmation documents, which have been emailed to you. Ensure that your itinerary and personal details match your passport information
Inform Your Travel Agent of Special Requirements
If you have any medical, dietary, or mobility needs, inform your travel agent as soon as possible
Arrange Travel Insurance
Ensure that you have arranged travel insurance, if you haven’t done so already
Check Visa, Vaccination, and Passport Validity
Verify that your visa(s), vaccinations, and passport are up to date and meet the entry requirements for your destination
Provide Required Passport and Emergency Contact Details
If you haven’t already done so, please provide your passport and emergency contact details via your travel agent
Money & Finances
- Sufficient cash or credit cards for onboard expenses and shore excursions
- Currency exchange, if needed
- Be sure to check the local tipping/gratuity etiquette and requirements
Packing Essentials:
- Electrical adapters and chargers for electronic devices
- Consider purchasing an international calling or data plan
- Download essential travel apps (e.g., cruise line and airlines)
Travel documents
Before you set off, make sure your passport is up-to-date, travel insurance is in place, and visa requirements are all checked off. These key steps are your ticket to a smooth, hassle-free journey, so you can focus on what really matters – making memories that will last a lifetime.
Passports
Assuming all passengers on the booking are UK citizens holding British passports, your passport must be valid for at least six months after your return date. Failure to meet this requirement may result in a refusal of boarding.
If any passengers in your party do not hold a British passport, they will need to check with the relevant embassy to confirm their eligibility to travel.
Please also ensure that the names provided at the time of booking exactly match those on your passports. This will help avoid any late amendment fees. If you need to update your passport information, you can do so through your travel agent.
Visas
All passengers are responsible for obtaining the necessary visa(s) for their holiday prior to travel.
Together with our preferred visa provider,CIBT, we’re pleased to offer a simple online solution to all your visa requirements. Please note: your visa requirements may differ if you do not hold a British passport. In this case, we recommend contacting the relevant embassy or consulate for guidance.
Alternatively, you can contact our recommended visa service, CIBT, on 0844 800 4650. Be sure to mention if you’re travelling by sea, as visa requirements for cruises may differ from those for air travel.
Important:
Fines may be imposed if you travel without the correct documentation. It is your responsibility to ensure you have the required visas prior to departure. Failure to do so may result in denied boarding or repatriation in line with government regulations. Be sure to review your itinerary and obtain the visas necessary for the specific countries you’ll be visiting. If you’re embarking or disembarking a cruise, or staying on board, please consult your cruise line’s website for further details.
Visa Application Timescales
Visa timescales may be longer during periods such as Christmas and/or when embassies are closed or busy. In addition, your own personal circumstances may affect the timescales quoted. We recommend that you obtain your visa as early as possible.
Disclaimer:
Visa and passport requirements are subject to change, so it is essential to review your passport and visa status no later than three weeks before departure. The information provided in this web page is accurate at the time of publishing and may be subject to updates. It is your responsibility to ensure that you possess the correct travel documents for your journey. While we are unable to provide specific visa advice, we are knowledgeable about the visa requirements for the destinations on your itinerary. We strongly advise you to initiate the visa application process promptly to avoid any potential delays or complications.
Important Information:
- When applying for your visa, ensure that all guests’ full names exactly match those on their passports. Any discrepancies may result in being refused boarding on your flight or cruise
- Passport and visa requirements can change depending on the destination. We regret that we cannot accept liability if you are refused boarding, denied entry, or incur any costs due to incorrect passport details or missing visas
- It is your responsibility to ensure you have all necessary travel and health documents before departure, including covering any costs associated with obtaining them. Some Port Authorities may require photo identification when leaving the ship during the cruise. We strongly recommend taking photocopies of your passport’s information page, keeping them separate from your passport, and carrying a copy each time you depart the ship. This will provide an official form of ID in case of loss or theft of your passport while onshore
- The information provided is accurate at the time of publishing but is subject to change. British passport information applies to British citizens; holders of passports from other countries must consult their relevant authority. There is often a requirement for a minimum passport validity and several clear pages to gain entry, which may be up to a 6-month validity requirement. We recommend confirming this with the appropriate authority.
Travel Insurance
Yes, we strongly advise obtaining adequate travel insurance from the day the booking is made. Imagine Cruising will not accept any ability for any passengers who fail to obtain adequate travel insurance.
Medical, Dietary or Mobility Requirements
We’re committed to making your holiday as comfortable and memorable as possible. To help us assist you, please inform your travel agent of any medical conditions, special needs, medical equipment, or dietary requirements you may have. This includes the weight and dimensions of any equipment, such as walking aids and wheelchairs, as these will need prior approval from the relevant travel provider before departure.
Vaccinations
We are unable to provide specific health requirements for travel destinations. Please check the
Vaccination Requirements
Rules and regulations are constantly evolving at the destinations we visit. To make your travel as smooth as possible, we’ve put together a checklist of things to do and verify before departure:
- Country Entry Forms/Passenger Declaration Forms for all countries you will be visiting.
- Vaccination Requirements for each destination.
- Cruise Line Requirements for vaccination and testing policies, including each port of call. Please refer to your individual booking on the cruise line website/app for the most up-to-date information.
- Complete Your Cruise Line Check-in, pre-cruise health declarations, and download the cruise line’s app for convenience.
- Travel Insurance – Ensure that your policy includes Covid-19 coverage.
Please also check the Cruise Line’s specific Travel Protocol/Health web pages for their latest policies.
Marketing Toolkit
Marketing Support Tailored for You
Our dedicated in-house marketing team is here to support all your creative needs – from social media campaigns to print collateral. We bring expertise that makes promoting our extraordinary holiday experiences simple, vibrant, and effective.
Partner Marketing Support
Whether you need digital graphics or physical marketing materials, our creative experts are ready to assist. We provide customisable assets that align with your branding, high-quality images for both online and print use, and attractive designs to help bring our unique holiday experiences to life. Examples of what we can provide include:
- Social media assets
- Product PDFs
- Window posters
- Flyers
- Digital marketing materials
- Print-ready artwork
If you have any questions or requests, please send them through to trade@imaginecruising.co.uk or contact us at 01793 575256
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