Frequently Asked Questions
We have listed our most frequenly asked questions and answers about travelling with Imagine Holidays. Please pick a category that best suits your enquiry.
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. Please email us at customersupport@thecruisecafe.com.au
Q: WHEN WILL I RECEIVE MY TICKETS?
A: Tickets will be sent via email or post no later than 7 days prior to departure, although we do aim to get them to you 2 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 OR AIRLINE MEMBERSHIP SCHEME, HOW DO I NOTIFY YOU?
A: At the time of booking, please provide your membership number to our sales advisor. Alternatively, you can also contact our customer support team after the booking has been confirmed and advise these details. We will then advise the relevant cruise line or airline, so you don’t 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 094 859, or email customersupport@thecruisecafe.com.au who will be able to send you some more.
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 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 094 859 who will take the payment using our secure payment system.
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.
- 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
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, If you're travelling with any medication , you may need to carry a medical certificate. Make sure that you check the consulate website of the countries you are visiting before you go and carry all medication in your carry-on baggage. You may need to show this medical certificate to clear airport security in many airports. 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. We would suggest you consult your GP or local Pharmacist for a remedy if you’re susceptible to motion sickness.
Q: I HAVE DIETARY REQUIREMENTS HOW DO I INFORM THE AIRLINE/CRUISE LINE?
A: Airlines & 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: HOW DO I UPGRADE MY FLIGHT?
A: Please contact our Concierge team on 0735056273 or email concierge@thecruisecafe.com.au and we will be more than happy to help.
Q: WHAT IS MY LUGGAGE ALLOWANCE?
A: Your luggage limit is dependant on the specific Airline and fare you are booked on. For information, please email or call our friendly customer support team on 1800 094 859 or email us on customersupport@thecruisecafe.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 not be able to pre-book seat or check in extra baggage online. We recommend you check in at the airport as early as possible in order to request the seats you would like. You can organise any extra baggage upon check in. If your tour is not booked on a group flight you can usually check in online 24 hours prior to departure and select seats at this stage. If you wish to select your seating before departure, please contact our customer support team – please note that most airlines charge a fee to pre-book seat selection.
Q: WHEN DO I NEED TO CHECK IN FOR MY FLIGHT?
A: If you are travelling on an Australian Domestic flight, you must check in a minimum 1-2 hours before departure. For internal European and USA domestic flights, we recommend a minimum 2 hours before departure. For all international flights, we recommend a minimum 3 hours before departure.
Q: WILL MY LUGGAGE GO STRAIGHT THROUGH IF I AM FLYING FROM A DOMESTIC AIRPORT?
A: If you are on an indirect flight with a domestic connection, you may need to collect your bags and recheck in for your next flight – please ask at check in if your bags will be checked all the way through to your final destination. With all flights going via or to the USA, you will need to collect your bags and clear immigration upon your first entry point into the USA. If it is a transit only, then you do not clear customs, instead you would go to the transfer desk to recheck your luggage before proceeding to your next gate.
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: This can be done with the help of your Customer Support team or directly on the airlines website. Please note that all airlines have applicable fees to request this type of seating. All extra leg room seating is subject to availability.
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.
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. Many cruiseline now offer flexible dining options, meaning you do not have to be fixed to a set dining schedule. Please speak with one of the team for more infirmation on yoyr chosen cruiseline.
Q: WHEN DO I BOOK MY SHORE EXCURSIONS?
A: Shore excursions are able to be booked online through the “manage my booking” or “Cruise personaliser” link on the cruise lines website. If you need help with booking your excursions, please contact our customer support team. 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 mandatory service charges payable onboard 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.
Q: WHAT’S MY CABIN NUMBER?
A: With a guaranteed cabin, you are guaranteed that specific cabin category only, your cabin number may not be advised until embarkation. One of the benefits of a “Guaranteed” cabin is that there is a possibility upon embarkation, that you may be upgraded to a higher cabin category at no additional cost. These upgrades are at the cruise line discretion and dependent on cabin availability on the ship at time of departure. This upgrade to a higher cabin is also subject to potentially being on another deck or area of the ship. If the position of your cabin is important to you, please advise the sales advisor so that we can see if we can accommodate your request – please note extra charges may apply.
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@thecruisecafe.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.
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 The Cruise Cafe 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. The Cruise Cafe will not accept any liability for any passengers who fail to obtain adequate travel insurance.
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 before 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 or less before 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, 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.
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: 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?
Sales
Monday - Friday 7am - 5pm (AWST)
Saturday & Sunday - 7 am – 2 pm (AWST)
Please note, these opening hours may vary on public holidays
Customer Support
Monday to Friday - 9am - 5pm (AWST)
Saturday & Sunday - Closed
Q: HOW DO I CONTACT THE CRUISE CAFE?
A: You can contact us via phone:
Sales – 1800 954 073
Customer Support - (07) 3558 9803 or via email at customersupport@thecruisecafe.com.au
Q: WHO DO I CALL IN CASE OF AN EMERGENCY?
A: Please call our emergency number +61423 501 419. (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 an email and we will respond within 28 days.
Email on:
customersupport@thecruisecafe.com.au