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Opening Hours Mon to Sun: 9:30am - 9:30pm

Frequently Asked Questions

Paying for your holiday

Q. When must I pay the balance of my holiday?

A. Full payment is due 13 weeks prior to departure.

Q. How can I pay for my Holiday?

You can call us on 0207 107 1222 to make a payment using our secure automated payment system. You will find your file number in the top right hand corner of your paperwork; please have this file number to hand when using the automated service. Refer to terms and Conditions for charges.

You can also send a cheque made payable to Virgin Holidays Cruises:

Virgin Holidays Cruises

Unit 1-2 Coped Hall Business Park, Wootton Bassett

Swindon

Wiltshire

SN4 8DP

United Kingdom

Please ensure that your name, address and reference number is clearly detailed on the back to ensure we can allocate the cheque to your booking.

Tickets

Q. When will I receive my tickets?

You should expect your tickets 7-10 days prior to departure. If we receive them any earlier we will sent them out to you straight away.

Q. What is a E ticket?

Most airlines only require a reference number to issue your Boarding Card at check in, So in some cases you may receive your cruise booklet with flight information or paper ticket with your flight reference.

Q. Help! I do not have my tickets

Dont panic, Our system will tell us if we have sent your tickets to you or not. So if your departure date is getting closer we will already be chasing them for you.

Q. I have my tickets but no luggage labels?

The airline will apply personal luggage labels to your luggage at check in, Some cruise lines no longer send luggage labels as they are not essential. However if you do wish to obtain some we can be contacted on 0871 2268185 or via e mail at

On The Ship

Q. Why do I need to Pay Service Charges and Gratuities?

Most cruise lines automatically add tips on to your on board account which you settle at the end of the cruise. Tips are then distributed amongst the staff. If you wish to tip specific members of staff you can also do so at your discretion. Some cruise lines include tips as part of the overall price so you do not pay on board.

Q. How Many Formal Evenings should I Expect?

Formal evenings vary depending on the ship, however usually there are at least 2 formal evenings on board a week long cruise. Formal evenings require Suit Jackets for Gentleman and a Cocktail dress or Trouser Suit for the ladies. On Formal Cruises you can usually hire formal attire onboard. Please Note Ocean Village, NCL and Island Cruises are informal cruises.

Q. Are Children allowed on board?

Children over the age of 6 months are usually allowed on board, however please note that children’s clubs will generally only accept children aged 3 years or more.

Q. What are the dining times on board?

Generally ships which offer 2 dining sittings require first sittings to start around 6.30pm and second sittings around 8.30pm. Sittings can be requested at the time of booking. Many Ships offer anytime dining so you can choose when and where you eat.

Q. What are the table sizes?

If you have requested which dining sitting you would like you can also request the table size, Tables come in sizes of 2, 4, 6 and 8.

Q. Where can I book shore excursions?

At your cruise operator's website or once you are onboard your ship.

Cabins

Q. What should I expect from my cabin?

There are several kinds of cabin which can be described as the following:

Inside Cabins

These are without windows or balconies and come equipped with exactly the same facilities as those facing the outside of the ship.

Outside

The next grade up will be an ocean view cabin featuring a porthole or picture window to see where your ship is taking you and the port that you are in.

Balcony

A balcony enables you to feel the sea air in the privacy of your own cabin.

Suites

Suites are the next level up, offering more than one bedroom and bathroom, walk in wardrobes, king size beds and dining tables. Some even have whirlpool baths and grand pianos.

Whatever type of cabin you have selected it will usually consist of the following:

• Small private bathroom with shower, wash basin and toilet.
• An international shaver socket, towels, soap and shampoos.
• Telephone, radio and TV.
• Vanity/desk unit ands chair.
• Wardrobe and drawer space, bedside drawers.

Your cabin may also have:

• A bath – more likely in higher grade cabins and on British ships.
• Hairdryer.
• VCR or DVD player.
• A sitting area with a sofa or two chairs and a table.
• Fridge/mini bar and personal safe.

When you arrive into your cabin your cabin steward will introduce him or herself and answer any questions you may have regarding the cabin facilities. Your steward will also supply you with clean towels and make your bed on a daily basis.

Q. When will I find out my cabin number?

Sometimes you can select your cabin number at the time of the booking so you can see exactly where your cabin will be. If you do not have your cabin number then you have been booked into a “Guarantee cabin” This means that you have been booked into a certain category but your are elligabe for any complementary cabin upgrade into a higher category that may become available.

Q. I'm not registered as disabled, can I book a disabled cabin?

As there are few cabins which accommodate disabled passengers on each ship they are reserved for passengers who are fully immobile only.

Flights

Q. Can I fly from my local airport?

This depends on the holiday that you have selected, We will endeavor to provide flights from your local airport wherever possible. Regional flights often carry a supplement and are not always a direct route.

Q. What age is a child considered an infant?

A child up until the age of 2 is considered to be an infant, They will pay a reduced fare and normally sit on the parent or guardians lap. For a infant to have there own seat a child fare will apply.

Q. How do I get extra leg room on my flight?

Exit seats are reserved for passengers who are fully able bodied and can be booked at check in on a first come first serve basis.

Bulkhead Seats – These are saved for passengers with special medical requirements, To request a bulkhead seat we would require a doctors certificate to support your request and provide the airline. Please Note Bulkhead seats are requested and cannot be guaranteed. You can normally upgrade your seats to premium from £99.00 return this would include an increased seat pitch and other facilities.

To upgrade your seats please call 0871 2268185 or email us on for further details.

Q. What is my luggage allowance?

This all depends on the airline you are flying with. Your luggage allowance will be confirmed on your tickets.

Q. Can I fly if i am pregnant?

Congratulations! providing your pregnancy has been uncomplicated and you are not experiencing a related medical condition, there will be no problem until your 28th week of pregnancy. Please Note the Cruise liners have separate regulations regarding this. Upon confirmed information of your pregnancy we must be notified immediately.

Q. I am flying with Virgin Atlantic, How do I reserve my seat?

Use Virgin Atlantic's update your booking page and follow these steps:

• Enter your Virgin reference number (ie 123/S09) and name
• The next page will automatically show booking details unavailable, however continue to enter your departure date and reference number
• This will then show your parties flight details
• Go into the amend booking section
• Then choose the ‘where’s my seat’ section – this will bring up a seating map, showing all flight seats available to book.

Please note seating requests cannot be guaranteed. But will be honored whenever possible.

Q. Is baggage checked straight through on a UK domestic flight?

Sometimes, This depends on the airline, please ask at check in.

Q. I am traveling to the United States, Do i need a Visa?

Click here to find out about the Visa Waiver program.

Q. I’m travelling on the Carnival Victory from Barbados but it begins in San Juan. Do I need a visa?

Yes, all passengers travelling on the Carnival Victory from Barbados will need to apply for a visa, because the cruise starts it’s sailing in San Juan this is a requirement. Please log on to https://esta.cbp.dhs.gov to complete the online Visa Waiver program.

Q. I am travelling to the Florida and I have booked a villa/private home and do not have the full address. How do I complete my ESTA form before I travel?

If you have booked a villa or private home in Florida, ‘CITY & STATE’ will suffice.

Q. When do I need to check in for my flight?

When traveling within the European Union you must check in a minimum of 2 hours prior to departure. When traveling worldwide you must check in a minimum of 3 hours prior to departure.

Some airlines have online check in and Twilight check in, Further details of this can be found with your tickets when available.

Holiday Extras

Q. Where can I book my Airport hotel or car parking?

Click here for airport hotels, parking & airport lounges

Q. Do I need travel Insurance?

Yes! If you are traveling abroad you must obtain adequate travel insurance. Please note we cannot accept any liability for any passengers who fail to obtain travel insurance.

Q. I want to make my holiday extra special, What can you suggest?

All cruise lines can add celebration packages to be delivered to your cabin, prices and packages do vary but always adds that special touch.

Misc

Q. Can you send me a brochure?

A. Yes, you can request a brochure or use our online brochure.

Q. I didn’t make the booking, can you help me?

Due to data protection laws we can only discuss a booking with the lead passenger on the booking, which is generally the person who initially made the booking. All paperwork and confirmations will also be sent to the lead passenger at their address.

Q. When can I book my transfers?

Our Concierge team in Orlando, Miami and New York will call you between 2-6 weeks prior to departure, to discuss transfer options and excursions.

Q. Can I do a name change?

A. Any change requests must be put in writing to us from the lead passenger. The charge depends on how close you are to departure, and we can normally action this upto 7 days prior to depature, however this depends on your tour operator.

Q. What should I do if I wish to cancel my holiday?

A. Any cancellation requests must be put in writing to us from the lead passenger. Where applicable you will be subject to charges.

Q. What are the Cancellation Charges?

Refer to terms and Conditions.

Q. I cannot travel on the dates I have booked, Can I change my Holiday?

Yes you can! Providing you stay with the same Cruse operator. Refer to terms and Conditions.

Q. Do I need a Vaccination?

Please always check with your doctor before travelling.

Q. When will I receive my booking confirmation?

As soon as your holiday is booked we will sent out your confirmation and receipts, you should receive them within 3 – 5 days of booking.

Q. I have paid a fuel supplement but have seen in the news that the fuel price has come down, does this affect me?

Fuel supplements are calculated on the day that you make your booking meaning they are not reduced.

Q. I have already returned from my cruise.

We value all feedback that we receive from our customers so if you have had a fantastic time and want to tell us about your experience or if you think we could provide a better service we want to know about it.
Please write to us at:

Virgin Holidays Cruises

Unit 1-2 Coped Hall Business Park, Wootton Bassett

Swindon

Wiltshire

SN4 8DP

United Kingdom

Or e mail us at

Q. What should I do if I have a complaint about my holiday?

A. In the unlikely event that there is a problem with your holiday, please put your complaint in writing to us. This must reach us within 28 days of your return date.

Offers are subject to availability at the time of booking. Should the cruise deal you’d like not be available our travel consultant will offer you an alternative.
Please read our booking conditions and privacy policy carefully before booking. Calls cost up to 10p per minute for BT customers, charges from other providers may vary. Travel Updates - US Travel

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