Support Hub > Frequently Asked Questions

Frequently Asked Questions

Cruise holidays can often raise a lot of questions around booking, on-board packages, dress codes and more. We've tried to cover as much as possible in our below frequently asked questions, including some of the most popular questions we receive.

Got a question we’ve not covered? Speak to us via live chat or call our team today and they will be happy to assist.


Mobility and medical assistance


I´m not registered as disabled, can I book a disabled cabin?

Disabled cabins, otherwise known as adapted cabins, are provided on the majority of the major cruise lines´ ships. All are subject to availability and naturally some ships cater better for our disabled passengers than others. Our Cruise Concierge team is here to help with any questions in this area, and to help you find the most appropriate and comfortable ship.

How do I book an adapted cabin?

You can request this at the time of booking, as there are a limited number of adapted cabins on each cruise ship. Simply speak to your concierge about these and they can discuss further.

Why do I need to book an adapted cabin?

Adapted cabins offer more room to move within and so are options ideal for those with wheelchair or mobility scooters. They are built to enable more manoeuvrability as well as room to store medical aids and devices.

What if I have special dietary requirements?

Please let your concierge know of any special dietary requirements or allergies. This includes, but is not limited to, kosher or halal meals. These usually need to be requested in advance and so its best to share any dietary requirements with us at the time of booking.

Can I take my own wheelchair on board?

Please ensure that you notify us at the time of booking of any special requirements. You’ll need to complete a form from the cruise line, so please ensure you provide us will all of the information you can to help us to help you.

Flights and transfers


Are there direct flights from my local airport to the cruise departure point?

Many of our partners do offer regional flights from the UK to connect with their cruises, but every cruise line is different so it will depend on who you cruise with and your chosen itinerary. However we can often put together a package that is convenient for you. Just give us a call for more details.

Are transfers included?

Transfers to and from the port of embarkation/disembarkation are usually provided by the cruise operator when you buy one of their packages. Where they are not included we will notify you at time of enquiry/booking, and we´ll help you find an option that´s suitable.

We can add any parking and transfers at the time of booking, as well as later in the booking process if you’re unsure at the time of booking. However, we recommend booking your parking as far in advance as possible as places fill up quickly especially for the busier UK ports such as Southampton.

What is our flight luggage allowance?

Your Concierge will confirm your luggage allowance to you at the time of booking. will book a minimum of 20kg. For internal flights within the USA, luggage allowance may not be booked and will be an additional charge however you will have been informed of this at the time of booking. For further information, please visit the relevant airline’s website.

When do I receive my airline tickets?

You will receive your tickets at least 7-10 days prior to your departure date. Your tickets will be emailed to you unless otherwise requested. A charge may apply for tickets sent in the post.

General booking


How can I see my booking?

If you’re an existing customer and would like to access your booking details, you can log in to our Manage My Booking portal Here

You will simply need your booking reference which begins ‘WOR-‘, along with your surname and date of birth.

For any group bookings or those listed as additional passengers, you can also access your booking using the contact details of the main contact. Group bookings can also set up passwords for easier access if required

My spouse or partner made our cruise booking, can I call you to discuss it?

Yes, as long as you have your booking reference we can discuss the booking with you. However amendments can only be made by the lead passenger, credit card or debit card holder.

What you should do if a member of your travel party has sadly passed away before travel?

We extend our sincere condolences to anyone facing such a difficult situation and want to assure you that we're here to help with the changes needed to your booking.

As the lead passenger, if you need to inform us about the passing of a member of your travel party, please contact our customer support team, you can find our opening hours here. We will help you arrange any changes needed to your booking and travel plans and contact any cruise lines and/or air lines as needed. At this point, we will need to know whether you intend to proceed with your cruise holiday, whether you wish to cancel or if other guests on your booking no longer wish to travel.

Please be aware that the cancellation terms detailed in your contract remain applicable in all situations. Any exemptions from cancellation charges are at the discretion of the cruise line and in some cases may be offered as a gesture of goodwill only. Hence, we strongly advise our customers to consider purchasing travel insurance to safeguard against unforeseen circumstances that could result in the need to cancel or move their holiday.

In the unfortunate event that the lead passenger passes away or becomes incapacitated, the holiday can only be cancelled upon us receiving proof of death (such as a death certificate) or medical documentation confirming their condition. Once again, cancellation terms will apply. If a refund is due, it will be issued to the original method of payment. If that's not feasible, we may need to carry out additional verification to process payment to an alternative account.

What are the cancellation charges?

Should you need to cancel your holiday, please contact us as soon as you are able. Cancellation charges are dependent on the cruise line your booking is with, and how close to departure you are. See cruise line brochures for all charges.

When do I receive my booking confirmation?

You will receive a confirmation email within 24 hours and you will receive an invoice from your cruise line within 21 days of booking.

Do I have to get travel insurance?

We advise that, whenever possible, you take out adequate travel insurance at the time of booking your holiday. Cruise lines require all passengers to have adequate travel insurance covering medical and repatriation, and boarding could be refused if evidence of travel insurance cannot be provided.

To get an online quote for travel insurance, please click here

Note: These are suggested referrals only and does not recommend any specific insurance companies.

How do I book shore excursions?

Shore excursions are a great way to explore the ports of call you visit during your cruise and these can be booked with your cruise concierge or with the cruise line themselves.

Visas, vaccinations and passports


Do I need a vaccination?

You´ll need vaccinations to visit some destinations. Speak to your doctor at least 2 months before you´re due to go away. Some treatments, for malaria for example, should begin well before you go. If you´re booking within 3 weeks of your departure, speak to your doctor before you book. For more information on vaccination and health requirements, visit here

What type of documents will I need to visit the USA?

The USA has a visa waiver programme, which lets British tourists visit for up to 90 days without a visa. You must get an authorisation from ESTA – the Electronic System for Travel Authorisation – before you travel, otherwise you’ll be refused entry. You can register through the ESTA website, applications currently cost $14 and are subject to change. The USA also has specific passport requirements, so it’s a good idea to check that your passport will be accepted. For the most up-to-date passport and visa info, visit

Will I need a visa?

It is your responsibility to ensure you have the correct documentation for your holiday and you’ll need to ensure you allow enough time for your visa application to be processed. Please click here for up to date information or visit CIBT visas for an online check here

Will my passport be valid?

You can check if you passport is valid by reviewing the website and visiting the entry requirements of the country you’re visiting. You can find that information here

All countries have their own rules for passport validity and expiration and you should make sure that your passport meets these rules ahead of travel.

Do I need a COVID booster jab in order to travel?

Some countries may require specific vaccinations to be undertaken ahead of travel. Check the entry requirements for the countries you’re visiting carefully before travel to ensure you adhere to these regulations. For more information on vaccination and health requirements, visit here

On-board your ship


What are the dining times on board?

Dining times on cruise lines vary with early, late and freestyle dining amongst the options available. To find out about your particular cruise line, you can visit the cruise line’s own website and log in to view specific information in relation to your sailing.

How many formal evenings are there on board?

Formal evenings vary per cruise line. Typically there are 2 to 3 per week but some cruise lines are informal throughout. To find out about your particular cruise line please login to your cruise line personaliser found here

How do I pay gratuities?

Many cruise lines now give customers the option to prepay for their gratuities. To find out about your particular cruise line, you can visit the cruise line’s own website and log in to view specific information in relation to your sailing.

Alternatively they will be automatically be added to your on-board account. Should you wish to remove gratuities, please speak to Guest Services whilst you are on-board.

At what age are children allowed on board?

Children´s facilities including kids clubs & babysitting services are available on some ships. Each cruise line has age restrictions, please ask your Cruise Concierge or refer to the cruise line brochure.

What is the check-in procedure?

The majority of cruise lines encourage you to check in on line before departure. To find out about your particular cruise line’s check in information, you can visit the cruise line’s own website and log in to view specific information in relation to your sailing.

Contacting us in an Emergency


What do I do in an emergency and you are closed?

7 Days prior to departure you will receive an email from C118/SSC/RV detailing the Emergency Out of Hours Telephone number and the procedure to follow if you need assistance. You can also find the number on the email containing your ticket.

What is classed as an emergency that I should ring the emergency out of hours number?


  • Flight cancellation within 24 hours of travel
  • Severe flight delay that will affect embarkation.
  • Victim of crime whilst on holiday
  • Medical emergency - please follow local emergency protocol in the first instance
  • Death in immediate family
  • Hotel is overbooked and alternative not provided
  • Hotel - no reservation on arrival

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