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We have listed our most frequently asked questions and answers about travelling with Imagine Cruising. Please pick a category that best suits your enquiry.
If you have a future cruise credit from a past voyage, we’re here to help.
Whether you booked through Imagine Cruising, another travel agent, or directly with the cruise line, don’t hesitate to reach out to our dedicated team. We can access your details and walk you through your options, making it easy to rebook your next cruise while maximizing any future cruise credit you have.
A: You’ll receive all booking confirmations and receipts within 3 business days of your reservation.
A: It’s your responsibility as a passenger to double-check all information on your documents. If something’s wrong, please contact our Customer Support Team at +1-888-282-5643 right away so we can update the operators with the correct details.
A: Yes, please let us know if you’ve changed addresses. We’ll need the lead passenger’s full name, reference number, and your new address details.
A: Don’t worry! We can reissue your tickets. Simply reach out to our friendly Customer Support Team for assistance. (Note: An admin fee may apply.)
A: Your tickets will be emailed to you no later than 14 days before your departure date.
A: Whenever possible, we’ll email your cruise ticket along with the rest of your vacation documents no later than 14 days before your departure. Depending on your cruise line, you may need to download your ticket yourself. If so, we’ll send you a guide to help with this. For more details on your cruise line’s check-in process, please refer to the cruise line check-in page. The information included in your original booking confirmation will outline any essential steps to ensure your ticket is ready before you leave.
A: We’ll send you all the details you need to check in for your flight, including instructions on how to download your boarding pass. Alternatively, you can check in at the airport using just your passport. You’ll also receive hotel and transfer vouchers, as well as tour itineraries. These are for your reference and don’t need to be shown at your destination.
A: You can request changes to your tickets after they’ve been issued, but these will depend on availability and may involve an additional cost. If there’s an error in your documentation, please notify us immediately so we can correct it before your departure.
A: Your cruise ticket will include an embarkation time slot, which we recommend you follow closely to avoid delays at the port. If we arrange a group embarkation based on your transfers, we may adjust the time slot, and this will be detailed on your transfer voucher.
A: You’ll receive all the info needed to check in for your flight before you depart, including instructions on how to download your boarding pass. Alternatively, you can check in at the airport with just your passport. We’ll also provide vouchers for your hotels, transfers, and tour itineraries—but these are just for your reference and don’t need to be presented at the resort.
A: Full payment is due 17 weeks before your departure date.
A: You can make payments toward your vacation at any time.
– Online: Visit Manage My Booking, enter your IMR booking reference number, lead passenger’s name, and date of birth to pay.
– By Phone: Call our Customer Support Team (Monday to Friday, 8am–6pm EST) at +1-888-282-5643, and we’ll process your payment through our secure system.
– Bank Transfer: You can make a payment via bank transfer. Please forward your payment to Account number 4451974956, Routing number 111000012 quoting your IMR passenger number. For international payments, use our USD account details: SWIFT Code BOFAUS3N
A: For full details, please refer to our terms and conditions.
A: We partner with a variety of airlines around the world. If your flight details aren’t available at the time of booking, we’ll contact you about 8-10 months before your travel date with the exact airline and flight information.
A: Your sales advisor will confirm if your flight is direct or indirect at the time of booking. If flight details are not yet available, we’ll reach out to you around 8-10 months before departure. Please note, all flights are subject to change.
A: To upgrade your flight, please get in touch with our Concierge Team at +1-888-338-0541 or email concierge@imaginecruising.com. We’ll be happy to assist you!
A: Your luggage allowance depends on the airline you’re flying with. Full details will be provided on your tickets.
A: – If your flight is part of a group allocation, you can’t pre-book seats or extra baggage online. We recommend checking in at the airport as early as possible to request preferred seats and arrange extra baggage.
– For non-group flights, you can typically check in online 24 hours before your flight and select seats at that time. If you want to pre-book seats before check-in, the airline may charge additional fees, including for extra legroom seats.
A: To add your frequent flyer details to your booking, please contact Customer Support.
A: Please check the relevant airport website to confirm your terminal.
A: – If you’re flying within the U.S., check-in a minimum of 2 hours before departure.
– For long-haul flights, you should check in at least 3 hours before departure.
A: Children aged 2 years and older must have their own seat. Infants (0-2 years old) will sit on a parent’s lap during the flight. Infant seats are usually charged at the child rate.
A: Most airlines won’t allow travel after the 36th week of pregnancy, or the 32nd week if you’re carrying twins or multiples. Always consult your doctor or midwife before booking travel. Cruise lines have separate policies, so please let us know, and we can advise you further.
A: Assistance can be arranged before you depart. To make arrangements, contact our Customer Support Team, and we’ll provide the airline with all necessary details.
A: We strongly recommend carrying any required medications in your hand luggage. If you’re carrying prescription meds, you’ll need a doctor’s note when passing through airport security. If you need medical equipment like oxygen or sharps, please notify us at the time of booking so we can ensure both the airline and cruise line provide the necessary support.
A: Airlines can accommodate dietary requests such as dairy-free, gluten-free, wheat-free, and vegetarian diets. If you have specific dietary needs, please let us know as soon as possible. Keep in mind that while we can request these accommodations, they cannot be guaranteed.
A: Your cruise itinerary is available on your confirmation invoice and through Manage My Booking. You can also log into your booking on the cruise line’s website to view your itinerary.
A: Shore excursions can be booked online with your cruise line prior to departure. Alternatively, you can book them onboard, but to avoid disappointment, we recommend pre-booking them before you leave.
A: All cruise lines offer celebration packages, though prices and offerings vary. Be sure to add the package to your booking before you leave. Contact your cruise line directly to add one to your reservation.
A: Tipping practices vary by cruise line, ranging from a mandatory service charge to no tipping at all. Check with your sales advisor during booking, or if you’re unsure, contact our Customer Support Team at +1-888-282-5643 for clarification.
A: Most cruise ships are smoke-free, but all cruise lines offer designated smoking areas for cigarettes, pipes, and cigars.
A: Some cruise lines offer onboard weddings. For more details, please contact your cruise line directly.
A: Embarkation and disembarkation assistance should be arranged before your departure. Contact our Customer Support Team to provide details of your needs, and we’ll inform the cruise line accordingly. Note that a medical form may be required.
A: Many major cruise lines offer mobile networks on board, allowing you to make and receive calls at sea. Be sure to check with your mobile provider for pricing before you go, as this can be expensive.
A: Most cruise lines have currency exchange services on board, where you can exchange small amounts of cash or travelers cheques. Note that most ships are cashless, so any onboard purchases will be charged to your account.
A: Most modern cruise ships are equipped with stabilizers to minimize motion and reduce seasickness. However, in rough weather, you may still feel some movement. We recommend speaking with your doctor or bringing seasickness medication just in case.
A: Your cruise includes full board, but drinks and any additional purchases will be extra. Be prepared for additional costs for things like excursions, specialty dining, and onboard activities.
A: Most cruise lines allow children aged 6 months or older, though children’s clubs typically accept kids aged 3 and up.
A: Most cruise lines offer supervised kids’ clubs and activities. Some cruise lines also provide babysitting services.
A: All cruise lines use a cashless system where you charge purchases to your cruise card. You’ll receive your card upon embarkation. You’ll need to register a debit or credit card to your account (most major cards are accepted). If you prefer to pay with cash, you can make a deposit onboard, but a credit card must still be registered at check-in. If you don’t register a card, you’ll need to keep your account in credit with cash for onboard purchases.
A: Alcohol policies vary by cruise line. Generally, cruise lines reserve the right to refuse alcohol brought on board. Check with your cruise line for their specific rules, as this can differ by sailing.
A: A tender is a small boat used to ferry passengers to and from shore if the cruise ship is too large to dock at the port. You’ll be notified onboard if a tender service is needed, and passengers with limited mobility can typically use the tenders as well.
A: Most cruise lines cater to dietary requests like low-fat, low-sugar, dairy-free, gluten-free, wheat-free, and vegetarian diets. If you have any dietary restrictions, allergies, or special requirements, please let us know immediately so we can notify the cruise line.
A: You’ll need to reclaim your luggage at the airport before boarding your cruise. Once at the port, terminal porters will handle your luggage and deliver it directly to your cabin.
A: If you need medical equipment like oxygen, sharps, or have a specific medical condition, please inform your sales advisor when booking so we can notify the cruise line. If your medical needs change before departure, be sure to contact our Customer Support team with your updated requirements. You may also be required to complete a medical form.
A: Cruise lines have different regulations regarding pregnancy, so please inform us immediately if you’re expecting, and we’ll provide you with the appropriate guidance.
A: If the cruise line has provided a cabin number at the time of booking, it will be shared with you by your sales advisor and confirmed on your confirmation invoice. If a cabin number isn’t available, you may have been booked into a “guaranteed” cabin. With a guaranteed cabin, you won’t know your cabin number ahead of time, but you’ll be guaranteed a cabin in a specific category. The advantage of booking a guaranteed cabin is the possibility of receiving a complimentary upgrade to a higher category, based on availability and at the cruise line’s discretion, closer to your departure date. Please note that we may not know your cabin number before you board.
A: Most cruise ships offer wheelchair-accessible cabins, though they are usually limited in number. It’s important to request a disabled cabin before booking so we can check availability for you. If your needs change between booking and departure, please contact our Customer Support Team as soon as possible. Availability isn’t guaranteed, and you may need to complete a medical form.
A: Cabin upgrades are available, subject to availability. If you choose to upgrade, most cruise lines will charge you the price of the cabin at the time of your original booking, not the current rate. Our dedicated Concierge Team will be happy to assist in finding the best available upgrade options for you.
A: You can find your cabin location by visiting the “Cruise Lines” tab at the top of our website. Simply select your cruise line and ship to view the deck plans, which will help you identify your cabin number and its position on the ship.
A: A new passport can take up to 10 weeks to process, so make sure to leave yourself enough time to apply. For the most current updates, check the official passport website: U.S Passports | USAGov.
A: Your passport must have at least 6 months of validity remaining from the day you return from your trip. If your passport is issued for 10 years, the extra months don’t count when checking for the required 6 months of validity. It means your passport will expire exactly 10 years from its issue date.
A: Visit the embassy website of the country you’re traveling to for visa requirements, costs, and processing times. You can also check travel requirements on the U.S Travel Advisory website.
A: We recommend applying for your visa about 3 months before you travel. This should give you enough time to get your visa processed before your vacation.
A: It’s your responsibility to ensure you have the necessary visa or ETA for the country you’re visiting. You won’t be allowed to enter the country without the correct visa.
A: Some countries require you to send your passport to be stamped with the visa. Make sure you won’t need your passport during the visa application process. Most ETA applications don’t require you to send your passport.
A: You should purchase travel insurance as soon as you book your vacation. If you don’t have insurance at the time of booking and need to cancel, you won’t be covered for any cancellation costs.
A: Yes, but be sure to check with your insurer before booking a trip longer than 3 weeks. There may be restrictions on long-duration travel. A travel insurance broker can help with quotes for extended trips.
A: Yes, bring a copy of your policy details and the 24-hour emergency contact number of your insurer. You’ll need these in case you need to file a claim or require medical assistance while abroad.
A: To make a claim on your travel insurance, you’ll need to obtain a report from local authorities or service providers about the incident to prove your loss.
A: Your healthcare provider can tell you about any compulsory or recommended vaccinations for your destination. They can access your medical records and provide the best advice. You can also find health information on the (Travel | USAGov).
A: Some vaccinations, like the Yellow Fever vaccine, may have a fee. You’ll need to arrange an appointment with your healthcare provider to order and administer the vaccine. Some malaria medications are available over-the-counter at pharmacies.
A: If you cannot have a required vaccination for health reasons, ask your healthcare provider for an exemption certificate.
A: To upgrade your flight or make any other enhancements to your vacation, please reach out to our Concierge Team at +1-888-338-0541 or email concierge@imaginecruising.com. We’re happy to assist!
A: To cancel your booking, we require written notification from the lead passenger. This can be submitted by letter or email. Cancellations are effective from the date we receive your request, not from the date it was sent. Once we receive your cancellation, we will contact the relevant suppliers to determine any applicable cancellation charges. We’ll confirm the charges with you before proceeding with the cancellation.
A: Yes, name changes are possible. However, the fee for the change will depend on how close you are to your departure date. Please contact our Customer Support Team for the exact charges.
A: Yes, you can change the date of your cruise. Please refer to our booking conditions and get in touch with our Concierge Team at +1-888-338-0541. Charges may apply for this amendment.
A: 119 Days or more before departure: If you cancel your cruise 119 days or more before departure, you will forfeit your deposit. Please note that if you paid a low deposit, any remaining balance will need to be paid before cancellation. If you’ve already paid the full balance, we’ll calculate the deposit amount and refund the difference.
118 to 36 days prior to departure: If you cancel between 118 and 36 days before departure, you will lose 75% of the total vacation cost. Flights are non-refundable and will always incur a 100% loss.
35 Days or less before departure: If you cancel 35 days or fewer before your departure, you will lose 100% of your total vacation cost.
A: For privacy and data protection reasons, we can only discuss the booking with the lead passenger—the person who made the booking. If you need to speak with us directly but are not the lead passenger, we will require authorization from the lead passenger first. This can be done over the phone.
A: Sales: Monday – Friday, 10:00 AM – 6:00 PM EST
Customer Support: Monday – Friday, 10:00 AM – 6:00 PM EST
A: You can reach us by phone at +1-888-282-5643, or by email at customersupport@imaginecruising.com
A: Please call our emergency number. +1-689-319-7155 (Note: This number is for genuine emergencies only. For non-urgent matters, you will be asked to call back during regular business hours.)
A: If you have a complaint, please put it in writing and send it to customerrelations@imaginecruising.com. We will aim to respond within 28 days.
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