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Opening hours - Mon to Fri 09.00 - 18.00, Sat 09.00 - 16.00, Sun 10.00 - 16.00

Frequently Asked Questions

Tickets

Q: When will I receive my booking confirmation?

A: All confirmation and receipts will be emailed within 3 to 5 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: 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: Your Travel Documents will be sent to you via email approx. 7 – 14 working days after you have paid your booking in full. If you booked a holiday to Mauritius, you will receive your travel documents approx. 6 weeks prior to departure. Cruise Tickets will be sent to you via email no later than 10 days prior to departure, although we do aim to get them to you at least 21 days prior to departure where possible. We will complete all of the pre cruise information online to enable to retrieve your cruise tickets. Please make sure to send us clear copies of passports in order to obtain your tickets in a timely manner.

Q: I've lost my tickets, help?

A: We are able to re-send your documents so please do not worry! Please contact Customer Support on 0861 500 200.

Q: I am part of a cruiseline 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

When do I have to pay for my holiday?

A: Full payment is required 15 weeks prior to departure

How do I pay for my holiday and can I pay the balance before the due date?

A: You can pay for your holiday whenever you wish prior to the balance due date by either debit or credit card or bank transfer (EFT). Please contact customer support where your payment can be taken via our secure payment system. If paying by bank transfer with an ICS reference number, please use the following: First National Bank, Branch code 250655, Account number62381205395. Please ensure that your Imagine Cruising reference number (beginning ICS) is your payment reference so that your payment is allocated correctly.

Is my money protected?

A: Please refer to our terms and conditions

Flights

How do I upgrade my flight?

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

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.

Which Airport/terminal do I fly from?

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.

How do I get extra luggage labels?

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

How do I pre book my seats and request extra baggage?

A: Pre-seating can be done on the airline’s website using your airline reference number and your surname. Please note that not all airlines allow pre-seating & if they do, that you may have to pay for this service. If your tour is being booked on a group flight allocation, you will be unable to pre book your 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 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.

When do I need to check in for my flight?

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

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

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 directly to your cabin

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.

Can I fly if I am pregnant?

A: You are able to fly up until your 28th week of pregnancy, but you should always consult your doctor prior to booking.

How do I book extra leg room?

A: Extra leg room has to be requested at the airport check-in desk, although it is advisable to contact the airline before you travel.

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.

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.

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.

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

What are the dining arrangements?

A: Increasingly, the shipboard dining experience has become more casual and often there is open seating, allowing you to dine when, where, and with whom you wish. However, experienced cruisers say they prefer sitting at a table with several other diners; some lifelong friendships have been made this way. Some lines have assigned seating in the main dining rooms, others offer open seating with or without reservations. It is best to choose a line that offers the type of experience that you prefer. But the cruise lines are geared to accommodate each guest’s wishes, and it is possible to request a table for two or four. In the unlikely event that you do wish to change tablemates or dining times, speak with the maître d’, who will make every effort to seat you with more compatible dining companions...discretely and politely.

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.

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.

What are the tipping arrangements on board?

A: Tipping is a matter of individual preference. In general terms, the average (inclusive of stateroom steward/ stewardess, waiter, assistant waiter, head waiter) is approximately $10-$15 per person, per day. Any shipboard personnel can be tipped for special services received or at your discretion. For your convenience, most lines add the standard gratuity to bar service tabs. In most cases, general gratuities may be charged to your stateroom. Some lines include gratuities in the price of your cruise, while others maintain a “no tipping” policy

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.

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.

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

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

How can I stay connected while cruising?

A: If you must, you can! Most staterooms are equipped with televisions and telephones. You can even use your own cell phone on some ships, where cellular service is available. Many cruise ships are now Wi-Fi enabled, so you can check your e-mail on your laptop in your stateroom or go to the on-board Internet facility – specially designed to meet your online needs on-board. In addition, most ships have a daily newsletter with news, headlines, selected stock quotes and sports scores. Additional charges apply for phone, internet and cellular service. Check on the cruise line website for current rate and information.

How do I exchange money?

A: Most cruise lines have a currency exchange on board so you can exchange small amounts of money.

What is the voltage on board?

A: Most cruise lines are equipped with 110 and 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 bathrooms will also be provided for razors etc. Please visit your cruise lines website for more information.

Is motion discomfort a problem?

A: Rarely. Popular cruise itineraries sail some of the calmest waters in the world. In addition, stabilizers on modern ships, availability of advance weather information, and development of effective preventive medications have, for the most part, reduced or eliminated the incidence of motion discomfort.

Is everything all-inclusive?

A: No. Your cruise fare includes a lot, but you'll pay extra for a whole host of amenities. Among them? Alternative restaurants, some coffee and ice cream bars, soft drinks and alcoholic beverages, shore excursions, spa treatments and gratuities. The luxury lines include more, but even they are never completely all-inclusive. (Drinks and gratuities may be included in some fares, but spa treatments won't be.)

Are children allowed on board and what activites are available for them?

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. A: 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 purchace 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.

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.

What is 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, will still be able to use the ship’s tenders.

I have dietary requirememts how do I inform the cruise line?

A: Most ships can accommodate salt-free, low-carbohydrate, low cholesterol, diabetic, and select other diet preferences. This request should be made in advance, so be sure to advise your Sales agent or the Customer Service Department once you’ve booked your cruise.

What is the dress code on board?

A: Pack like you would for any resort vacation. Cruise vacations are casual by day, whether you’re on the ship or ashore. In the evening, the dress code varies by ship and by occasion. Some ships may have a Captain’s Gala, for example, and you’ll probably want to wear something more formal, such as a dark suit, or cocktail dress, perhaps even a dinner jacket or gown. Reflecting today’s lifestyle trends, many cruise lines now feature a more relaxed and casual approach to dress throughout the cruise – while on others, formal dinners or parties are part of the fun. But don’t buy a tuxedo just for the trip. Even on the most formal of ships, a dark suit and tie are fine for the dressiest occasions. The cruise lines also have themed nights according to the countries they are visiting. For more information, log into your itinerary via your cruise ship’s website.

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 reqirements 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.

Can I cruise if I am pregnant?

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

Cabins

What is 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.

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

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 Amendments team will be more than happy to assist in gaining a quote for you.

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/veranda with chairs and a table, allowing you to relax and enjoy the fresh sea air while cruising. Suites: suites have the most facilities and space on board any ship. They normally offer a divided living space and some have additional bedrooms.

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.

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 & Visas

Do I need a visa?

A: South African Passport Holders do require visas for most countries. As we are not legally visa trained, we are unable to give advice on visa requirements for your holiday. Please check with the embassy of the countries you are travelling to, or visit www.visalogix.co.zaor call 021 4255896 or 011 3911773 for more information. If you are an EU or Foreign Passport Holder, please check with the relevant embassies.

Do I need a vaccination?

A: Due to individual health requirements, we are unable to give advice on vaccinations and/or medications required for your holiday. Please check with your GP or visit www.travelclinic.co.za for more information.

Cancellations & Amendments

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.

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.

Can I amend to a different date?

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

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

How do I book an airport lounge?

A: Please contact our Customer Support Team on 0861 500 200 who will able to add this on for you at an additional cost.

How do I book an airport hotel?

A: Please contact our Customer Support Team on 0861 500 200 and we will be happy to book additional hotels for you at an additional cost.

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 within 15 weeks of departure.

Other FAQs

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.

What are your opening hours?

A: Sales Team - Monday - Friday 9.00am - 7pm - Saturday and Sunday 9am - 4pm
Customer Service Team - Monday to Friday - 9.00am - 5.00pm - Saturday - 9am - 12pm - Closed Bank Holidays

How do I contact Imagine Cruising?

A: Prior to travel, for any enquiries you can contact us on customerservice@imaginecruising.co.za or call us on 0861 500 200. Once your documents have been sent you will receive contact details for our emergency phone number that is manned 24 hours a day, for any in-resort issues.

Who do I call in case of emergency?

A: Please call our emergency number 0818 278 102. (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)

Do you charge a booking fee?

A: Yes, we charge R500.00 per person

Do I need travel insurance?

A: 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.

How do I make a complaint?

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

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.