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Phone 1800 924 450

FAQ'S

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 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: Tickets will be sent via email or post no later than 7 days prior to departure, although we do aim to get them to you 3-4 weeks prior where possible. Please ensure that you log on to your cruise line’s website and complete all the pre-cruise information that they require to enable us to access your tickets in a timely manner. This can be completed in the ‘Manage My Booking’ section on the relevant Cruise line website.

Q: I’VE LOST MY TICKETS – HELP?

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

Q: 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.

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 by phone on 1800 947 075, or email customersupport@imaginecruising.com.au who will be able to send you some more.

PAYMENTS

Q: WHEN DO I HAVE TO PAY FOR MY HOLIDAY?

A: The full balance is required no later than 17 weeks prior to your departure date. depending on your holiday, additional instalments can be due between your initial deposit and final payment, please check your confirmation invoice as this will list any payments due.

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 IMA or HPL 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) on 1800 947 075 who will take the payment using our secure payment system. 
   If you have a Booking Reference Number please call 1800 947 075 
    If you have an HPL Booking number please call 1300 019 329

- Please note payments by Credit Card are subject to a handling fee: 1.5% Credit card – 2.5% American Express card. There is no charge for payments made via a Debit card. 

- To pay via bank transfer: 
If you have an IMA Booking Reference Number - Please forward your payment to 
                      Westpac Banking Corporation
                      BSB: 034215    Account number 717 549
                      Account name: Imagine Cruising Pty Ltd 
                      Reference: your IMA Booking Number 

If you have an HPL Booking Reference Number - Please forward your payment to 
                      Westpac Banking Corporation 
                      BSB: 036 011    Account number 573 642
                      Account name Imagine Cruising WA PTY Ltd 
                      Reference: your HPL Booking Number 

Q: IS MY MONEY PROTECTED?

A: Please refer to our terms and conditions

MEDICAL

Q: WHAT 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 ASSISTANCE AT THE AIRPORT & CRUISE 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 &/or Airline accordingly.

Q: I HAVE MEDICAL REQUIREMENTS HOW DO I INFORM THE AIRLINE & CRUISELINE?

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: WILL I GET SEA SICK?

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

Q: I HAVE DIETARY REQUIREMENTS HOW DO I INFORM THE AIRLINE/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.

FLIGHTS

Q: HOW DO I UPGRADE MY FLIGHT?

A: Please contact our Concierge team on 0735056273 or email concierge@imaginecruising.com.au 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; Please email or call our friendly Customer Support team by phone on (Brisbane) 1800 947 075 (Perth) 01300 019 329, or email (Brisbane) customersupport@imaginecruising.com.au (Perth) SupportWA@ImagineCruising.com.au and we will be more than happy to help

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 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: 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: HOW DO I BOOK EXTRA LEG ROOM?

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

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: DO I NEED A VACCINATION?

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

YOUR SHIP

Q: WHAT IS MY CRUISE ITINERARY?

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

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 17 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 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: 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, will still be able to use the ship’s tenders.

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.

CABINS

Q: WHAT’S MY CABIN NUMBER?

A: If the cruise line has 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: CAN 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 0735056273 or email concierge@imaginecruising.com.au who 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 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.

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.

Q: WILL A CRUISE LINE REPRESENTATIVE BE AT THE CRUISE TERMINAL?

A: In most destinations, you will be greeted by a cruise line representative at the cruise terminal.

PASSPORTS AND VISAS

Q: I AM FLYING TO THE UNITED STATES, WHAT IS ESTA?

A: If you will be travelling to or within the USA, including “touch down’s “, departure ports and indirect flights, you will be required to obtain a Travel Authorisation via an “ESTA” Visa Waiver Program. Travel authorisation is obtained through an online registration system. If your registration is successful, it will be valid for multiple applications for two years or until the date on which your passport expires, whichever comes first. An ESTA fee required by the Travel Promotion Act of 2009 came into place as of the 8th September 2010. The fee is comprised of two parts: 1. Processing charge - All applicants requesting an electronic travel authorisation are charged for the processing of the application. The online form will take around 10 minutes to complete and up to 72 hours before you receive notification that your application was successful and therefore whether you are approved to travel. Please follow the below link where you can complete the ESTA application site: http://au.visacentral.com/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: On some itineraries, it may be necessary, for passengers to obtain a Visa to validate your entry to a country or port of call. All Passengers are responsible for obtaining the necessary visa(s) for their itinerary before departure. To purchase a Visa please visit http://au.visacentral.com/imaginecruising or call 1300 979 012 mentioning you are an Imagine Cruising customer. All passport holders should check with the relevant Embassy or consulate prior to departure. Please note under certain circumstances (EG. if you have a criminal record), you will need a visa.

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 an Australian 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.

CANCELLATIONS AND AMENDMENTS

Q: HOW DO I CANCEL MY BOOKING?

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

Q: WHAT ARE THE CANCELLATION CHARGES?

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

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

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

Q: 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 Concierge Team on 0735056273 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.

HOLIDAYS EXTRA'S

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 A AIRPORT HOTEL?

A: Please contact the Customer Support Team and we will happily add a hotel or car parking to your booking. Please note full payment will be required within 17 weeks of departure.

OTHER FAQ'S

Q: I DID NOT 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 OPERATING HOURS?

A: Sales:

Monday - Friday 9am - 7pm (AEST), 7am - 6pm (AWST)

Saturday & Sunday - 9am - 5pm  (AEST), 9am - 3pm (AWST)

Customer Support

Monday to Friday - 9am - 5pm (AEST)

Saturday & Sunday - Closed

Q: HOW DO I CONTACT IMAGINE CRUISING?

A: You can contact us via phone:

Sales – 1800 947 104

Customer Support - (Brisbane) 1800 947 075 (Perth) 01300 019 329

or via email: (Brisbane) customersupport@imaginecruising.com.au or (Perth) SupportWA@ImagineCruising.com.au

Q: WHO DO I CALL IN CASE OF AN EMERGENCY?

A: Please call our emergency number  +61423 501 419 (Brisbane) +61 466 387 975 (Perth). (Please note that this number is for genuine emergencies only and to be used out of normal business hours any calls of a non-urgent nature will be asked to call back during business hours)

Q: HOW DO I MAKE A COMPLAINT?

A: Please put your complaint into writing or email, we will respond within 28 days.

Mail - Level 7, 301 Coronation Drive, Milton Qld 4064 or Level 9, 16 Victoria Ave, Perth, Western Australia 6000

Email (Brisbane) customersupport@imaginecruising.com.au (Perth) SupportWA@ImagineCruising.com.au

My Booking

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