Frequently Asked Questions

Got Questions? We’ve Got Answers. 

Welcome aboard! 

Whether it’s your first Avalon Waterways river cruise, or you’re joining us again, you’re sure to have a few questions about what to expect on your cruise. From ship amenities to travel tips, we’re here to make preparing for your cruise simple and easy.

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On board with Avalon? Get online too!

If you’re getting on board with us, get online too! As you’re sailing the world’s waterways with Avalon, you’re invited to share your best “views” from your trip or Suite Ship by using #AvalonInView on Instagram and Facebook. Go ahead! Tag those photos and videos that need no words. You know, the ones that perfectly capture a place, a moment, a memory or a feeling. Then let us picture you in the amazing places Avalon delivers you with #AvalonInView.

 

Ship Notes

• Where can I look up my ships docking location? 

• What are Avalon’s onboard guidelines and services? 

• What's the onboard technology - Wi-Fi, Electricity, Telephone and TV? 

• Are Avalon river cruises disabled accessible?

Air Conditioning and Heating
All rooms on the ships are air conditioned and heated. All ships have individual controls in the staterooms.

Beverages
Europe: Choice of complimentary wine and beer are included with dinner and lunch; sparkling wine served with breakfast. Soft drinks are complimentary throughout the day. Complimentary specialty coffees, tea, and filtered water refill stations are available 24 hours a day.

Asia: Complimentary coffee, tea, soft drinks, and local beer/spirits are available throughout the day. Wine is included with lunch & dinner. Filtered water refill stations are available 24 hours a day.

Amazon: Complimentary coffee, tea, select soft drinks, and local beer/spirits are available throughout the day. Wine is included with dinner. Filtered water refill stations are available 24 hours a day.

Galápagos: Complimentary coffee and tea are available throughout the day. Wine is included with dinner. Filtered water refill stations are available 24 hours a day.

Clothing & Dress Tips and Guidelines

Here, There & Every-WEAR … What to Wear on an Avalon Cruise?

Aboard Avalon Waterways, our job is to make you feel Home “Suite” Home as you wind and bend your way through the world’s most beautiful landscapes. Here, we trade formality for friendly; white gloves for welcomes and suits and gowns for suites and get-up-and-go! Comfort is the only code we go by for cruise attire.  

With Avalon, your days are filled with exciting excursions and soaking up picture-perfect landscapes, so dress for enjoyment and practicality. Because weather can be unpredictable, layers are always recommended when out and about. Consider packing a small backpack or handbag for jackets and sweaters.  And, of course, bring your favorite, most comfortable, walking or athletic shoes to keep your feet happy and your heart pumping. 

Dinner attire on board is casual with guests typically donning collared shirts and slacks rather than shorts and t-shirts. For our ladies, skirts and dresses are most common. Gentlemen who enjoy feeling sporty in sports coats are welcome to pack them but they are not required. Some guests do prefer to dress up for celebratory evenings onboard including the Captain’s Reception or Farewell Dinner.

On our Mekong, Amazon, and Galápagos cruises, we recommend that guests forgo dressier attire completely due to warm, humid climates. 

In short, wear exactly what suits you – and the discoveries you make onboard and off – best!

Additional tips to consider:

• While Avalon isn’t interested in cramping your style with a dress code, some excursions may require one (no knees or shoulders in some holy places; or no shorts during some evening events in ports-of-call, for instance). 

• And if you fancy a dip in the whirlpool or pool (varies by ship), we ask that bathing suits are worn only on the Sky Deck.

• If you’re feeling fit for fun, we also want you to know that an Adventure Host will be your guide, at the ready for fitness activities, on all European cruises. Your host will not only lead daily workouts but can also help you pave your own path to wellness with biking, hiking and other, on-your-own adventures. Dress for your own fitness success!

Cuisine
All meals on board are prepared by accomplished chefs who prepare regional specialties as well as familiar favorites with only the freshest, local ingredients. Our Suite Ships® feature daily buffet-style breakfast and lunch with your choice of soups, main courses with starter, salad, or sandwich, and, of course, dessert. Complimentary room service is also available with Continental breakfast, lunch, and dinner. On the Mekong, a mix of Western and local dishes is offered; in the Galápagos, you'll be able to taste some Ecuadorian specialties; and in the Amazon, you will be able to sample Peruvian specialties along with Western dishes. Learn more about Avalon's dining options.

Cruise Director
A professional, experienced, English-speaking Cruise Director accompanies every departure. Naturalists are on board in the Amazon and Galápagos. Special Interest cruises typically include an expert specific to the cruise theme—from Wine Masters to History Experts.

Electricity
Electricity on board in Treasure of Galápagos is 110v. Electricity on board the Delfin III is 220v. The bathrooms have a dual 220v/110-120v plug for shavers and small appliances. You will need an adapter or converter to use in other outlets in the stateroom for any small personal items such as a razor, curling iron, or alarm clock.

Hairdryers
All ships have hair dryers for passenger use. Please contact the reception desk if your stateroom is without one.

Internet access
All Avalon ships in Europe have complimentary Wi-Fi available. On the Mekong, complimentary Wi-Fi access is available in the Panorama Lounge. The signal is not always reliable, as you will be cruising through remote areas. To access the ship's Wi-Fi Internet network, you will be given a PIN number at reception to use on your laptop, tablet, or mobile device.  Wi-Fi is not available in the Amazon or Galápagos.

Laundry
Laundry service is available on board for a modest fee. Check the price list in your stateroom. Clothes cannot be dry cleaned on board. For safety reasons, we ask that passengers do not iron their clothes in the staterooms as this is a safety hazard. Onboard laundry service will press your clothes for a fee. Laundry service is not available in the Galápagos.

Library
You may check out books from the ship's library free of charge. We ask that you return them before your cruise ends.

Medical Services
Due to the proximity to land, onshore medical services can be called rapidly. On Amazon and Galápagos ships, first-aid-trained staff is available.

News & Information
The onboard daily schedule features information about daily activities, shore excursions, and tour departure times.

Onboard Language
The language on board is English. All staff, crew, and tour guides speak English. All announcements and commentary will be in English.

Onboard Shopping
A variety of gift items, displayed in the glass display cases and/or in the kiosk in the Lobby are available for sale. There is no shop on board ships in the Galápagos.

Safes
Ships provide in-room safes.

Smoking Policy
All ships have non-smoking interiors. Smoking is permitted only in a designated outdoor area of each ship.

Special Occasions
Passengers celebrating special occasions, such as anniversaries or birthdays, should alert ship personnel upon boarding the ship. Ask about special services to help you celebrate. 

Your Shipboard Account

For your convenience, all purchases and paid services on board are billed with a guest check and added to your personal shipboard account.

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What technology --  Wi-Fi, Electricity, Telephone and TV -- is available on board?

EUROPE

Email and Internet: All Avalon ships in Europe have complimentary Wi-Fi available. 

Electricity: Onboard electricity is 220v. Wall sockets take a European 2-prong plug. To use any small personal appliance such as an electric razor, curling iron, or electric plug-in type alarm clock, you will need an adapter to plug in to the wall sockets for dual voltage appliances and a converter as well as an adapter for appliances that are not dual voltage. Converters must be EU certified. Cheap, non-certified converters may damage your appliance and are a fire hazard on the ship. Staterooms are also equipped with USB outlets which are useful for charging phones, tablets, cameras, etc.

Telephone Service: Each stateroom includes a direct dial telephone which may be used to call between staterooms. Ship-to-shore calls are also available in Europe. Any charges are placed on your shipboard account.

Television: Each stateroom has colour satellite TV and will receive some English programming. There is a shipboard information channel and a channel with a wide selection of movies and music.

SOUTH AMERICA

Email and Internet: Wi-Fi is not available in the Amazon or Galápagos.

Electricity: Onboard bathrooms have a dual 220v/110-120v plug for shavers and small appliances. You will need an adapter or converter to use in other outlets in the stateroom for any small personal items such as a razor, curling iron, or alarm clock. Electricity on board the Treasure of Galápagos is 110v. Electricity on board the Amazon’s Delfin III is 220v.

Telephone Service: In the Galápagos and the Amazon, there is a satellite-linked pay phone available for use in an emergency.

Television: Treasure of Galápagos provides a TV in the ship's library for playing DVDs only. There is no television service on the Amazon or Galápagos cruises.

ASIA

Email and Internet: On the Mekong, complimentary Wi-Fi access is available in the Panorama Lounge. The signal is not always reliable, as you will be cruising through remote areas. To access the ship's Wi-Fi Internet network, you will be given a PIN number at reception to use on your laptop, tablet, or mobile device.

Electricity: Onboard voltage is 220v with combination outlets to accommodate modern dual voltage electronics with no adapter/converter USB charging ports are available on the Mekong. Onboard bathrooms have a dual 220v/110-120v plug for shavers and small appliances.

Telephone: Telephones for on-board use are in cabins, emergency outbound calls are available at reception.

Television: On the Mekong, each stateroom has colour satellite TV and will receive some English programming and a selection of movies.

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Are Avalon river cruises disabled accessible?

Avalon Waterways makes reasonable attempts to accommodate the special needs of disabled and mobility impaired travellers but is not responsible in the event it is unable to do so. Because we cannot provide individual assistance to travellers in many situations, and most of our transportation services are not equipped with wheelchair ramps, we recommend that you view our terms and conditions for details and contact us to learn more.

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Money Matters

• What is your price policy?

• What about international currency and payment methods?

• How do I make a payment on a cruise I already booked?

• When can I purchase optional excursions?

• Can I save if I book as a group? What are single room supplements?

What is your price policy? 

Vacation prices are per person, based on double occupancy, and do not include airfare except as noted on the itinerary pages. Single room supplements are listed where applicable; triples not available; not all accommodation types are available on all vacations. We encourage full deposit early to secure your space and to protect the price of your vacation. Prices are subject to increase without notice, subject to the guarantees set forth below.

Once Avalon has received your full non-refundable land/cruise deposit your vacation price is guaranteed and you are protected against any base land/cruise price increase due to currency surcharge. Any subsequent cost increases are at our expense, not including energy cost increases and/or any government tax increases.

If you purchase air through Avalon, an additional non-refundable air deposit is required to protect your air fare price. Please note that Avalon reserves the right to ticket passengers upon receipt of full land and air deposit. Thus any changes at your request made after receipt of your full deposit are subject to airline-imposed change fees and/or changes in airfare price. These fees are your responsibility to pay and will be required at time of request. This includes name changes or name alterations.

Air is only available to passengers travelling from the UK or Republic of Ireland and is only available when booked in conjunction with a land/cruise vacation. In most cases, you’ll be offered a choice of carriers and flight schedules as well as price points to choose from when selecting your flights. Your schedule will be provided to you at the time of booking (schedules are subject to change by carriers).

Please see the Terms & Conditions for full information on our Pricing Policy.

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What about international currency and payment methods?

In Europe:

Most of the countries you will be visiting in Europe use the Euro. Exceptions are Bulgaria, the Czech Republic, Hungary, and Romania; they all have their own currencies, but the Euro is accepted in many establishments. Many locations accept major credit cards; however in small towns they are not widely accepted. In these cases and for incidentals or small vendors, you will need some local currency. ATM machines are located on shore at some stops. Prior to your departure, confirm with your bank that your ATM or credit card and PIN number will work abroad. All purchases on board are charged to your room account. A day before the end of the cruise, you will receive a bill showing all charges. This bill can be settled in cash (Euro), or by credit card. American Express, MasterCard, and Visa are accepted. US dollars, Canadian dollars, Australian dollars and British pounds are also accepted as payment and are exchanged at the current bank rate−we regret that we cannot accept any other currencies or personal checks/traveler’s checks.

In Southeast Asia:

In Vietnam (Dong) and Thailand (Bhat), local currency is used primarily while in Cambodia U.S. dollars are widely accepted in addition to the local currency (Riel). ATMs are available in most large cities and will dispense the local currency. It is advised that you check with your bank to ensure your card will work; otherwise, we recommend you bring all the currency you’ll need from home. The currency on board is the U.S. dollar. Shipboard accounts can be settled by credit card (Visa or MasterCard) or with cash. Traveler's checks are not accepted.

In Ecuador:

Ecuador uses U.S. dollars as their official currency. Credit cards are usually accepted in larger towns; in smaller towns, cash is recommended. Shipboard accounts may be settled by credit card (Visa, MasterCard, or American Express), cash, or traveler's checks.

In Peru/Amazon: 

Peru uses Nuevo Sol (PEN) as their official currency; however, U.S. dollars are widely accepted. Credit cards are accepted in Peru, and you should have no problems using them in larger shops and restaurants. Visa and MasterCard are most accepted. Smaller shops may ask you to pay in cash or have a minimum amount required to use a credit card.

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When can I purchase optional excursions?

You can learn about the optional excursions available on your Avalon holiday, by logging in to My Avalon. A complete listing will also be available in your travel documents. These are available to purchase in advance online from 90 days prior to departure to 3 days prior to the excursion operation date (exceptions may apply). We recommend you book early to avoid excursions selling out.

NOTE: Optional activities and excursions are subject to change and may not be available as described; please visit our website for up-to-date information, including Terms & Conditions and details regarding payment.

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Can I save if I book as a group?  

Book your vacation as a group of 16 or more to save. Receive valuable rebates when forming your own group for travel on river cruises: one person travels free in a group of 16. These group rebates do not apply to any international or intra-vacation flights. Free land and cruise arrangements are credited at the twin rate; single room and stateroom supplements must be paid in full. Learn more about group river cruises.

What are single room supplements?

For single travellers who prefer the privacy of their own room and stateroom, single accommodation can, of course, be requested. Call for single room supplements.

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Identification Contact Info

• Why am I asked to give my passport name, gender, and date of birth when booking a flight? 

• Why am I asked to provide my airline ticket number for flights booked independently of Avalon?

• Why is my contact information collected when I book?

• Do I need a passport and a visa?

• When will I receive my travel documents?

Why am I asked to give my passport name, gender, and date of birth when booking a flight? 

It is now at requirement for certain key passport & personal data to be provided for security reasons. You will be required to provide this information via a designated web portal. If you do not submit this data your booking may be subject to cancellation because the transport provider may be unable to allow you to travel. Inaccurate or incomplete data could delay your journey, either at check-in or with the immigration authorities. We cannot accept responsibility for incorrect or incomplete data provided, and if you are unable to travel for any reason relating to the provision  (or omission) of API data, no refunds will be available.

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Why am I asked to provide my airline ticket number for flights booked independently of Avalon?

Avalon utilises bulk contracts for our air services, which includes intra-vacation air offered on many of our vacations. Depending on the destination, our contracts require us to provide the international ticket number in order to issue the intra-vacation air tickets. If this information is not obtained, either the intra-vacation air or the entire vacation will be cancelled.

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Why is my contact information collected when I book?

There may be times when unforeseen events beyond our control impact travel schedules and potentially disrupt your vacation. These include, but are not limited to, severe weather conditions, natural disasters and government travel advisories. Under such circumstances, Avalon must be able to contact you immediately and reliably, including nights, weekends, and holidays, to ensure you are informed of any possible changes to your travel arrangements. Additionally, the care and safety of our guests is our highest priority. There may be a need to contact you during your trip or to contact your designated family member or friend in the event of unforeseen circumstances while you are travelling. Therefore, in addition to pre-trip contact information, we also require an emergency contact's name and number, as well as an on-trip phone number, for all travellers. To update your contact information for your Avalon cruise, log in to the MyAvalon site (you will need your invoice/reservation number). Please see our user guide to assist you My Avalon Guide

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Do I need a passport and a visa?

A passport is required for travel. Some countries require that the expiry date is valid for a certain period after your return date. Extra months on an adult passport due to early renewal will not count, so some passport holders will need more months remaining to travel.

Some countries also require a visa or a visa waiver. We know that making sense of visa applications and requirements can be confusing. We can help please see our Visa & Passport Information page.

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When will I receive my digital travel documents?

Avalon will email you a set of travel documents, which includes a copy of your itinerary and, where applicable, information on your hotels and optional excursions. Electronic Travel documents, including applicable eTicket receipts, itineraries, and other information are sent approximately 2-3 weeks prior to departure, provided full payment has been received.

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This & That

• Can I stay extra nights before and after my vacation? 

• Do you sell travel insurance?

• How does Avalon choose hotels?

• What about young travellers and children? 

• How do Globus vacations differ from Avalon?

• How does Avalon support sustainable travel and protect the environment?

• Where can I find the docking location for my cruise ship?

• How does Avalon handle itinerary disruptions?

• What should I know about locks and canals?

• What size can my suitcase be?

Can I stay extra nights before and after my vacation? 

If you'd like to add extra hotel nights, we will try to make arrangements for you at our contracted rates. Rates are per person, per night, and include a room with private bath, breakfast, service charges and taxes. Extra hotel nights are only available immediately prior to or after your vacation and are not available on some cruise-only vacations or in some cities. If your vacation includes a hotel stay, every effort will be made to reserve extra nights at the hotel where your vacation stays. If space at the hotel is not available, alternative accommodations will be reserved at a hotel of equivalent standard. When this is the case, the transfer to and from the included hotel is at our expense. During particularly busy periods, hotel space in certain cities can become so limited that we may be unable to sell extra nights.

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Do you sell travel insurance? 

Whilst we do not sell holiday insurance, we have partnered with Holiday Extras, a leading travel insurance provider, who can provide you with comprehensive travel insurance for your trip. Holiday Extras can offer competitive rates of insurance, details of which can be found on our insurance information page. It is your responsibility to ensure that the insurance cover you purchase is adequate and appropriate for the needs of you and your party, including cruise cover, if your holiday includes a cruise

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How does Avalon choose hotels?

Avalon is proud to be associated with some of the finest establishments worldwide. Many of them belong to famous chains such as Westin, InterContinental, and Hilton-- Deluxe, Superior First-Class & First-Class hotels nearly everywhere we travel.

The specific hotels we have selected for you are listed separately for each vacation. The vast majority of them are rated Deluxe (D), Moderate Deluxe (MD), Superior First-Class (SF), or First-Class (F) establishments. A small few overnight destinations do not offer hotels in these categories, in which case we choose the best available (BA) hotels available.

Avalon hotel ratings follow the standards set by the independent Hotel & Travel Index and by national tourist boards. The specific rating for each contract hotel is determined by our quality controllers.

The hotels and accommodations listed are provisional and subject to change and may be substituted with properties of similar standard. Hotels are confirmed approximately 30 days prior to departure and can be found in your travel documents, but are not guaranteed until check-in.

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What about young travellers and children? 

In our many years of cruising experience, we have found that children under the age of eight typically are too young to fully enjoy a cruise vacation. Because of this and for the safety and enjoyment of all passengers, we do not accept children under eight years of age. In addition, please note that there are no special arrangements or activities for children on our ships.

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How does Globus vacations differ from Avalon?

Avalon is a cruise vacation with a Cruise Director and Globus is an inclusive escorted tour with a Tour Director, both of which follow a set itinerary.

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How does Avalon support sustainable travel and protect the environment?

Avalon is committed to minimizing its impact on the environment and to reducing its dependence on non-renewable resources. In this endeavor, we have implemented policies to support this mission and are working carefully to enhance our products with this mission and our values combined. We are committed to complying with all relevant legislation and/or regulations.

Avalon maintains a policy of "Leave Only Footprints and Take Only Photos." Our staff and major service providers strive to ensure that no removal of any natural or cultural artifacts or materials occurs to ensure each environment looks and functions the same before and after our visit. Our cruise directors educate passengers on our "do no harm" code of conduct to ensure passenger compliance.

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 How does Avalon handle itinerary disruptions?

Mother Nature (water levels and weather conditions), as well as man-made conditions (maintenance or repair of locks that all ships must pass through), as well as logistical obstacles due to labor strikes or natural elements can create unforeseen disruptions to river navigation.Avalon’s extraordinary expertise in river cruising keeps us prepared for all such unlikely disruptions or delays—with your comfort and convenience always our paramount priority.

Our dedicated ground team, fleet of comfortable motorcoaches, long-term relationships with quality hotels, and a global tour operations network allow us to quickly address any changes (other than minor deviations stated in our “Terms and Conditions”) that require alternative plans during your cruise. Avalon’s 100% Suite Ship fleet will often make it possible to transfer our guests to a sister ship — when water level disruptions are unchanged after 48 hours—for seamless accommodations and expedited continuation of your journey. Each circumstance is assessed as unique, based on our more than 90 years of experience in travel touring. With real-time updates via social media, we provide complete transparency and valuable information for our guests.Before, during, and after your Avalon Waterways cruise, we are dedicated to your safety, comfort, and convenience. With our contact-information policy at the time of your booking, to swift resolution protocols during your cruise, to ease of post-cruise communication with Traveler Services, your satisfaction and comfort remain our commitment to you.

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What should I know about locks and canals?

Navigational Locks

The diverse and fascinating geography of the European Continent has blessed it with magnificent and varied natural sights. Mountain ranges such as the Swiss Alps, the French Vosges, Germany's Fichtelgebirge and Black Forest region have given birth to the great rivers of Europe which have provided most important transportation links since ancient times.

Before the advent of highways and road transportation, the rivers were the only efficient method of carrying goods from one place to another. Those most important trading centers located on a river soon grew into some of Europe's most important cities—Budapest and Vienna on the Danube, Strasbourg and Cologne on the Rhine, Mainz and Frankfurt on the Main, Coblenz and Trier on the Moselle, to name but a few!

The challenge facing the early navigators was how to tame the rivers and make them navigable along their entire lengths. One of the answers was the invention and development of the lock—a device used for raising and lowering boats, ships and other watercraft between stretches of water of different levels on river and canal waterways. Locks employ a fixed chamber in which water levels can be varied to accommodate a vessel. Normally, water levels on each side of a navigation lock are different, so a lock has to work like an elevator. This is accomplished by using two sets of gates to enclose a chamber.

The lock starts with one set of gates open, and the water level in the chamber is the same as the water in the channel on that side. A vessel enters through the open gates. Once the vessel is moored inside the lock chamber, the lock operator closes the lock gates behind the vessel. With the vessel securely tied up and the gates closed, the lock operator can then open the valves at the opposite end of the lock. To adjust the water level in the lock chamber to match the water level of the waterway on the opposite end, water is allowed to enter into the chamber from the high-water side, or drained out of the chamber to the low-water side, thus raising or lowering the ship.

Once the water levels are equalized, the gates at that end are opened and the vessel can continue on its way.

The Main-Danube Canal

The Rhine-Main-Danube Canal runs between the German towns of Bamberg and Kelheim via the historic city of Nuremberg, transporting thousands of river cruise ship passengers every year between the Rhine, Main and Danube rivers.

Connecting the Rhine River with the Danube via its tributary, the Main, was a dream of Charles the Great, or Charlemagne, who began the first attempt at construction of the "Fossa Carolina" more than 12 centuries ago. While his construction effort failed, parts of the canal are still visible in southern areas of central Franconia. King Ludwig I of Bavaria built the first fully functioning Main-Danube Canal in only 10 years of construction from 1836-1846. Yet, the Ludwig-Main-Danube Canal as it was called, with its 101 water locks was rather narrow and its practical use for shipping was highly limited. Its operation came to an end in 1945, partly due to damage from the war.

The planning of the present canal dates back to 1922. A project of this magnitude caused a lively debate over the environmental and economic consequences of its construction. Economic planners gravely overestimated its potential, while environmentalists largely underestimated the positive aspects of its construction for the biotope—and the fact that the canal actually provides 1.25 million cubic meters of water to the dry Northern Bavarian region every year.

It was not until September 1992 that the present-day Main-Danube Canal was opened for traffic. It stretches for a length of 106 miles from Bamberg, in Germany, via Nuremberg to Regensburg.

The canal reaches its apex 1,332 ft. above sea level. 16 water locks facilitate safe passage of vessels. 11 water locks were needed to overcome the ascent of 574 ft. between the Main in Bamberg and the apex and 5 additional locks facilitate descent from the apex. The canal is 180 ft. wide and 13 ft. deep. All traffic water locks are 40 ft. wide and 623 ft. long.

Thanks to the canal, it is now possible to navigate from the Rhine Delta at Rotterdam, Holland, to the Danube Delta at the Black Sea—a stretch of 2,200 miles.

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What size can my suitcase be?

Your single bag should have dimensions not exceeding 30"x21"x11" and a weight not exceeding 50 lbs. (22 kg). We regret that we are unable to accept a second suitcase or any luggage exceeding these limits on any Avalon vacation outside of Europe. Some vacations have more restrictive regulations than these listed above, such as cruises on the Galápagos and Mekong. Please refer to your travel documents for more information.

Please note that air carriers, cruise lines, and other forms of transportation may have other restrictions and requirements, including weight, and we recommend that you contact the suppliers directly for additional information. Some airlines also charge fees for checked baggage, and these fees are not included in our vacation or airfare package price. Check with your airline directly for baggage information and regulations. Avalon is not responsible for additional baggage fees imposed by air carriers.

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Travel Disruption

• I’ve arrived at the airport and my flight has been cancelled?

• I’ve arrived at the airport and my fight has been delayed?

• I’ve arrived at the airport, my flights delayed, and I’m worried about my connecting flight?

• I’ve arrived at the destination airport and I cannot find my transfer?

• I’ve arrived at my hotel and I am unable to check in? 

• Who can I speak to locally if I have any concerns?

• I have suffered an injury or with illness whilst on holiday and I need to speak to someone?

• I have arrived at the destination airport and my luggage has not arrived?

• Committed to Your Health & Safety

 

I’ve arrived at the airport and my flight has been cancelled?

Please see our on-trip-support page for information

I’ve arrived at the airport and my fight has been delayed?

Please see our on-trip-support page for information.

I’ve arrived at the airport, my flights delayed, and I’m worried about my connecting flight?

If your flight has been delayed and you are worried about an onward connection, please ensure you advise the airline representative that you have a connecting flight with the airline who will be able to assist with also changing your connecting flight where necessary.

I’ve arrived at the destination airport and I cannot find my transfer?

If there are any issues with locating your transfer on arrival, please refer to the Arrival Information section of your travel document. If you miss this or are unable to locate the transport provider please take a taxi or airport bus and keep your receipt. This can be sent to us upon your return and you will be reimbursed providing a transfer was included within your holiday arrangements.

I’ve arrived at my hotel and I am unable to check in? 

Check in time at hotels is generally after 2pm and you should anticipate having to check out by 10am irrespective of the time of your departure flight.

Who can I speak to locally if I have any concerns?

Please discuss this with your Tour or Cruise Director or local representative such as a hotel receptionist as they are best placed to help you.

I have suffered an injury or with illness whilst on holiday and I need to speak to someone?

Our tour director, cruise director or local representative will be able to assist you. You must also contact your travel insurer.

I have arrived at the destination airport and my luggage has not arrived?

Report your missing luggage at the desk in the airport making sure you provide them with your contact details. They will assist with tracing your luggage and will keep you updated with on when the luggage will be delivered. Don't forget to take their contact details in case you need to ask them for an update.