Is there a risk I'll miss my ship if I don't book through the cruise line company?
No. We guarantee to get our customers back in time for your cruise ship’s departure.
All of our tour operators and organisers are fully aware of the ship's departure time, and will have you back to the ship in plenty of time prior to sailing. Our travel partners are professionals – selected for their local knowledge, reliability and great value for money. If for reasons beyond our control, for example road accidents etc. We will take you to your next port of call at no extra cost to you.
Are you members of any organisations?
Yes, we are members of ABTA (Association of British Travel Agents), number Y343X, ASTA and ACTA.
How do I receive my confirmation and my excursions/activity vouchers?
When you book your tours online you will receive email confirmation of your booking. Your vouchers with full joining instructions will be emailed to you 28 days before your departure. If you require your shore excursion vouchers earlier than 28 days prior, please email our vouchers department who will assist you in your request - [email protected]
What happens if my ship doesn't port at the destination?
If your ship doesn't port at the destination where you have booked your excursion, due to bad weather or any other reason, we will offer you a full refund or arrange an alternative excursion in another port of your choice.
When do I pay?
If your excursion is due to take place outside of 12 weeks from today’s date, and you would like to take advantage of our low deposit, then please select deposit only. Your card will then only be debited 25% deposit of your total excursions booked. Balance is payable 12 weeks before the date of the tour. If you are travelling within 12 weeks of departure of your first tour, then full payment is required at point of booking.
Can I make group bookings?
You are able to pay a deposit in order to secure your reservation. The deposit required will be advised at the time of quotation; with the balance payable 12 weeks prior to departure. For more information on group bookings please email [email protected]
Which currency will be charged to my card?
You will be charged the currency you have selected.
When should I reserve my shore excursions?
We recommend to book your excursions as early as possible to get the best price. Our most popular excursions often sell out quickly, so we would suggest you book your space early to give you the best chance of reserving your first choice in each of the ports.
How close to departure can I reserve my shore excursions?
Subject to availability up to 7 days prior to the tour date. Within 3 days we may be able to help – please call our experienced late booking team – we are open 24 hours a day, 7 days per week. We have numerous free phone/toll free telephone numbers on our website which can be found on our homepage. We advise to give as much notice as possible in order to get your shore excursion vouchers to you. Your shore excursion vouchers will give you the start time of all of your tours so it is important you take these with you.
What is a tailor made tour?
We can create a bespoke tour for you and your group. We can refine tour itineraries, times and durations as well as include specific requests, so if there is something you would specifically like with your tailor-made tour, we can request this for you. If you need further information on this please call our sales team, we are open 24 hours a day, 7 days per week.
Where do I go to join my tour?
Full and clear joining instructions are provided on where to go and at what time. We also include contact details if for any reason you are unable to meet up with your guide. This will be clearly displayed on your shore excursion vouchers which will be emailed to you approximately 28 days prior to travel.
How much should we tip?
Tips and gratuities are not included and are not compulsory, however if you had an exceptional experience this is your way
of saying thank you, you did a fantastic job.
Can I invite people who I meet on the cruise?
Subject to availability we are more than pleased to assist. If you have booked a private tour, for example for 4 people and the vehicle size reserved is for 8 passengers then you will be able to add up to 4 passengers to your private tour. Please note that the extra 4 passengers will need to pay for the non-transport aspects of the tour, such as entrance fees and meals (if included).
Can I change my reservation?
If you need to amend or cancel your reservation, please contact our guest service team on 0044 (0)1543547102 or email us at [email protected] If you have made your booking via a travel agent, please contact them to amend your booking.
Can I cancel my reservation?
Yes, but please be aware that if you cancel within 2 weeks of departure you will be charged the full amount of your tour.
Are child prices available for the tours?
Yes. Many of our tours and activities offer child reductions. Please refer to individual excursions. Infants aged under 2 on the date of the tour can travel on a parent's lap and are not charged on specific tours.
Will you give us a local telephone number for the tour organiser / local guide?
Yes. Included with your tour or activity joining instructions will be the telephone number of the local tour organiser / local guide, this will be clearly displayed on your shore excursion vouchers.
Do you work with travel agents?
We are more than happy to work with travel professionals. You can register online here. Alternatively call us on 0044 (0)1543 5471090044 (0)1543 547109 or email [email protected] to speak to our sales team on how you can register with cruising excursions.
Are there any minimum age requirements?
For most tours, there is no minimum age for children as long as they are accompanied by a parent or guardian. Guests under the age of 18 years cannot participate without a parent or guardian. A few of our tour organisers may allow an unaccompanied minor on a tour if a waiver is signed by the parent or guardian in the operator's presence. Please refer to individual tours for any restrictions.
What do you recommend for physically challenged passengers?
We have a number of tours that are suitable for physically challenged passengers, please refer to the individual excursion for more details.
Transportation on some excursions may be able to accommodate collapsible wheelchairs when stored, however motorised wheelchairs are often too large and we would recommend you reserve independent transportation for your convenience and comfort.
If you require any further assistance, please call us on our free phone telephone numbers listed and our representatives will be able to suggest suitable excursions.
How many people are on the essential collection tours?
Our essential collection tours are very popular and it is always important to reserve these tours as soon as possible. Generally, the tours have around 20-40 passengers, although this can be as low as 2 people or as high as 50 people (this depends on the cruise ship)
If we did not want to book a group tour but would like to join a smaller tour what would you recommend?
We have an excellent selection in the majority of cruise ports for our customers to join the 'small group discovery tours', the maximum capacity is generally 20 passengers, but some of our smaller vehicles are based on 8 passengers per tour.
Can we request the front seats on the coach?
Yes, we can put special requests on all reservations, we will try our utmost to ensure these special requests are adhered to. We are not able to guarantee you will be allocated the seat you have requested
Can we choose a time that we want the tour to start?
Yes, we can request this for you, some tours do have specific start times but we will do our best to get the start time requested.
Is there a dress code for the tours?
In some of the destinations a dress code will be required, please refer to each tour individually on our website
Do we need to take local currency on the tours?
If you are looking to purchase souvenirs, food and beverages it is always worth taking some small change in local currency.
Are there plenty of public conveniences (rest rooms) along the way?
Our guides will point out all rest rooms along the way so all of our customers will be aware at the beginning of the tours
If we require specially adapted vehicles for our tours what information do you require?
In order to ensure we provide the correct transportation we will require the dimensions of the wheelchair, whether this is foldable and also the weight of the wheelchair.
What is a tour and go?
This tour can commence from the port, your hotel or the airport, you will then go on the advertised tour and be dropped off at the port, hotel or the airport depending on the tour and go reserved. During the tour your luggage will be safely stowed on the transportation.
What is an “on your own” tour?
We offer a selection on “on your own” tours for customers who don’t require a guide, and want to do their own thing, we provide transport to a convenient drop of point and full information on the agreed pick up point and time for the return journey
My tour includes a meal, can they cater or my dietary requirements?
For allergy/dietary requirements please put this in the special request box at time of booking, this will allow our partners to made any necessary arrangements, if we are not informed of your allergy/dietary requirements may not be met
Can my belongings be left on the bus if we get off?
Please check with your guide on the day, we recommend that you only bring items that you will need.
I am unhappy with the tour, what is the procedure?
If you are unhappy with any element of your excursions, please send a detailed email regarding your experience to [email protected] within 28 days of your return. Once received our customer support department will look into all points raised and will get back to you within 28 days.
What is the difference between ship time and shore time?
Sometime ships can go through different time zones; some cruise ships keep the time zone from their departure port. All our excursion start times are local time, if you are unsure of this please check with the concierge deck on board.
What do I do if I am running late?
Please contact us immediately on the number provided 0044 (0) 1543 547 110, some tours are not able to wait for late passengers.
UK: 0800 091 8274
Ireland: 1-800 937 091
USA & Canada: 1-877 591 2344
Landline and all other counties: +44 (0) 1543 547101
Email: [email protected]
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