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Help & FAQ

Please carefully read our FAQ section, which provides answers to our most frequently asked questions. Should there be some additional information that you require or you have questions about any aspect of your cruise that are not detailed below, please do not hesitate to contact us. More detailed information will be forwarded in our pre-sailing booklet around two months before you sail.

For your convinience our FAQ's have been broken down into four easy to read sections.

  1. General
  2. Documentation
  3. Passenger Information
  4. Columbus Club

 

General

What type of plug sockets are used on board? Most of our ships have the European 2 pin sockets, however Columbus is fitted with UK 3 pin sockets.   

Are there towels in the cabin? Yes, towels are provided.

Do you offer any drinks packages? We offer an all-inclusive drinks package, charged at £17.00 per person per night (this must be purchased for all passengers in cabin) for cruises of 4 nights and over. This can be pre-booked before sailing or within the first 24 hours once on board. Our multi-generational cruises offer an all-inclusive drinks package for children and these are priced at £6.00 per child per night for up to/incl. 8 years old and £12.00 per child per night for 9 to 17 years old. 

Are there tea and coffee facilities in the cabins? Tea and coffee making facilities are only provided in the Premium and Suite grade cabins. For health and safety reasons, passengers are not permitted to take their own kettle on board. Complimentary tea and coffee is provided from various stations 0600hrs to 2400hrs daily. 

Can I take an iron to use in my cabin? No, due to health and safety reasons we cannot allow passengers to use an iron in their cabin. We do offer an Ironing service at a small charge per item.

Is there a laundrette on board? Most of our ships do not have self service laundry facilities on board and offer a laundry service at a small charge per item, however Columbus does have a self-service launderette on board at a charge.

What is the dress code on board? During the day, we suggest that you wear casual clothing for your comfort. For the evenings on board, every day the daily programme suggests, as a guide, a mode of dress for that evening’s events. There are generally two ‘formal’ nights planned on each cruise of six night’s duration or longer when many gentlemen wear a dinner jacket, although a lounge suit is quite acceptable.

Are there any luggage restrictions? With Ex-UK CruiseOnly bookings there are no luggage restrictions. We do ask that each bag does not exceed 23kg for health and safety reasons for our porters. Any bookings that include flights, luggage allowance will be confirmed at ticketing stage.

Do the cabins have safety deposit boxes? Safety boxes for your valuable items, jewellery, money and documents are available in each cabin on board.

Can I smoke on board the ship? Passengers are requested to smoke only in the designated smoking areas on open decks. E Cigarettes or similar are permitted only in the designated smoking areas.

Do we have to pay for gratuities? For your greater convenience, we operate an automatic tipping system whereby an amount of £5.00 per person per night, which will be distributed to your cabin stewards and restaurant personnel, will be debited to your shipboard account. For cruises of greater than 16 nights duration, this amount reduces to £4.00 per person per night. These can be adjusted on board.

What currency is used on board? The currency on board most of our ships is Pounds Sterling, however Astor onboard prices are quoted in Australian Dollars. 

Is there a fridge in my cabin and if not, where can I store my medication? Cabins with a fridge depend on ship and cabin grade. This information can be found on our website in the Our Ships, Cabins information. If you require prescription medication please ensure that you bring an ample supply, as some prescription drugs may not be available on board. If your medication requires cold storage, please inform us no later than two weeks prior to departure, as there is limited medication storage space available at reception.

What entertainment is there on board? Evening highlights include production shows from our talented team of professional entertainers and live acts. Music and dance feature prominently as well as quizzes, various games, activities and our very detailed lecture programme. Full details will be confirmed in the Daily Programme.

Do you have ballroom dancing and dance hosts? Ballroom dancing and dance hosts may only be available on selected sailings but are not available on every sailing. Full details will be confirmed in the Daily Programme once on board. Themed Cruises are advised in our Cruise Collection brochure and on our website in the Onboard Experience section.

Can I bring alcohol on board? It is not permitted to bring alcohol aboard at embarkation and any alcohol purchases made ashore during the cruise should be handed to Security on re-joining the ship.  These will be returned upon disembarkation. Details of our All-Inclusive Drinks Package can be found on our website in the Onboard Experience section.

Are the swimming pools heated? Our pools are not heated and are filled with sea water which is chlorinated and treated. Please note that due to local customs regulations, the pools may not be filled during port days and for health and safety reasons are emptied each evening.

 

Documentation

Why does my cabin start with GT/IG/OG? If your cabin number has the prefix GT, IG, OG, SI, SO - this is a guaranteed cabin and your cabin number will be allocated to you at ticketing stage, which is approximately 14 days prior to sailing.

Why do I have a different number on my ticket to the one I originally booked? It is most likely that you have received a complimentary cabin upgrade, however please contact your booking agent to confirm.

When will I get my tickets? Cruise tickets are sent 14 days prior to departure.

Why is the address shown on my invoice different to my home address? If you are booked with a Travel Agent it is the Agent’s business address that will show on your invoice.

When will I be able to book Shore Excursions? Shore Excursions will be available approximately 8 weeks prior to departure (4 weeks prior for river cruises). A Pre-Cruise pack will be sent (via your booking agent) which will include full Shore Excursions details, plus further information about the ship and the Gift Packages that we offer.

What is my embarkation time? Your embarkation time will be confirmed on your cruise tickets.

What are the timings for the coach? Approximate coach times can be given 8 weeks prior to sailing; however these will not be confirmed until ticketing stage. Any provisional times given before the final cruise tickets have been sent are subject to change.

Do you arrange car parking at the ports? We do offer car parking at most of our embarkation ports and this is charged at £11.00 per vehicle per night. This must be pre-booked and paid with your booking agent. Please note car parking must be booked at the very latest 2 working days prior to sailing and is subject to availability. We are unable to offer car parking at Dublin or Dundee.

Can I get more luggage labels? Yes, if you require more luggage labels, you can collect these on arrival at the port. All embarkation ports have a supply of all coloured labels.

 

Passenger Information

How do I log in to Manage My Cruise / why can I not log in? Please make sure that you are using the lead passenger first name, surname, the correct booking reference with ship name and sail date. Please do not use any titles or middle names.

We went on a cruise with you earlier this year; can you transfer all our details from that booking to our new one? Unfortunately due to data protection we are unable to hold any of your previous information, so we do ask you complete your passenger information for each booking with us.

I have entered my passport details on Manage My Cruise and they have not saved, why not? Please make sure that you save and exit after completing your details. If you exit without doing this, your details will not save.

I have logged into Manage My Cruise and it will not allow me to add any information? Please click on view/amend details, not view details.

It will not let me amend my car parking details? These details cannot be amended online. Please advise your booking agent or for passengers booked directly with CMV, our Customer Services department.

Can I pay my balance online? Yes, balance payments can be made online via Manage My Cruise

 

Columbus Club

I am a Columbus Club member with priority embarkation, why haven’t I got Columbus Club luggage labels? The coloured labels are for the benefit of the ships crew when delivering passengers’ luggage to cabins during embarkation.The label colours are divided by the cabin position on board the vessel. Silver Columbus Club labels will be given on board for disembarkation only.

I haven’t received my Columbus Club Card? Please email columbus.club@cruiseandmaritime.com to request a new card.

How do we fill out our log book? Your log book will be stamped whilst on board. Please see the Guest Services Host, who will be happy to do this for you.

I should get priority boarding and I have been given a later time on my ticket? Columbus Club members are requested to arrive at the port at their given time, as shown on their cruise ticket. Once in the terminal please proceed to the Fast Track Columbus Club check-in lane. Please note that this is only available when possible. Turnaround timings and port facilities may restrict this.