This section is here to assist you with any queries you may have with managing your cruise booking; from completing booking information via My Cruises, to ordering currency and when you will receive your cruise tickets.
Where is the My Cruises area?
You can manage your cruises from the My Cruises section of the website. You will be required to complete a registration form for this area, using a secure username and password, which you will then use each time you want to log into your personal cruise organiser.
Why is the cruise I've booked not showing in ‘Manage my cruises’?
If you are unable to see your cruise within 'Manage My Cruises', please contact our Booking Systems Support department on 01473 292277 who will be able to assist with your enquiry.
What can I do in the My Cruises area?
Within the My Cruises section of the Fred. Olsen website, you can do the following:
Manage your future cruises - here you can view all your booked cruises, complete any outstanding guest information and book shore tours.
Search for & book Shore Tours - here you can book shore tours for your forthcoming cruises.
Update your personal details and Account information - here you can amend and update your personal information, including changing your My Cruises username and password.
Fill out your Guest Information Form - here you can complete all your outstanding information which is required for your tickets to be sent. This will include travel insurance details, next-of-kin contact numbers, and other important information.
View your Fred. Olsen cruising history - bring back memories of cruises you've sailed on in the past with Fred. Olsen.
View your Oceans Club membership level and points earned - find out how many Oceans Club loyalty points you have, what's included at the different levels of our Oceans Club loyalty scheme and how you can reach the higher membership levels, to gain even more benefits.
Where do I find my Guest Information Form?
In the Manage My Cruises section of the Fred. Olsen website, you can select the option to complete your Guest Information Form (GIF) with all missing personal information. Included in this section is your address, date of birth, passport details, insurance information and next-of-kin details. Should any of these details change, you can then also amend them at any time.
Once completed, we will be able to send out your cruise tickets at the appropriate time, and you can then book your shore tours once they are available to book.
I have filled out the booking information online but it says that there is still information missing.
If you are experiencing problems with completing the online booking information, and have checked through and cannot see what is missing, please contact our Guest Services Department on 01473 292444, and we will be happy to assist you.
I have booked a cruise but cannot currently see shore tours within ‘Manage my cruises’
We offer a variety of shore tours in nearly every port of call. As these tours are very popular we strongly recommend that you prebook in advance of your cruise holiday to avoid disappointment - Shore Tours are available to book online 6 weeks prior to cruise departure.
If you are experiencing problems with viewing your shore tours within My Cruises, please contact our Shore Tours Department on 01473 292444, option 2, and we will be happy to assist you. Please note they are open from Monday to Friday, 0900-1700.
Most shore tours are accompanied by experienced and knowledgeable tour guides and are an excellent way of exploring the main attractions of each port of call. Please note that tours are subject to minimum and maximum participating numbers and to local weather conditions. Guests can view their tours during their cruise holiday, by clicking the relevant button on the TV.
A full colour programme, including booking form, detailing all our tours will be despatched directly to you between 4 and 6 weeks weeks prior to sailing.
For disabled guests we regrettably cannot guarantee that assistance by qualified persons will be available at all ports of call. Unless able to board a vehicle unassisted it will not usually be possible for wheelchair users to participate in organised shore tours. Please call our Shore Tours Department about independent tours with adapted vehicles on 01473 292444, option 2.
Regrettably, on health and safety grounds it is not possible to convey any guests ashore via a tender service if confined to a wheelchair. Similarly, it is only possible to convey collapsible wheelchairs on a tender where the user needs the minimum of assistance to board and alight the tender. This will be at the discretion of our security staff on the day.
I have made a cruise booking but am now interested in upgrading my room. Is this possible?
Chargeable room upgrades on board our cruise ships are subject to availability. Please contact our Reservations team on 0800 0355 130 or email firstname.lastname@example.org to enquire about the possibility of upgrading your room.
Is it possible to book travel insurance through Fred. Olsen Cruise Lines?
It is a condition of your contract with Fred. Olsen Cruise Lines that travel insurance is taken out before travelling on any of our cruises, so we are pleased to recommend specialist cruise insurance providers Holiday Extras for insurance cover of their cruise holiday. Holiday Extras Insurance offer a range of dedicated cruise insurance policies that will ensure our guests are fully protected. Below you will find a summary of cover for each company, with details of how to obtain an insurance quote.
Call 0845 458 0748 quoting FOBR1
Holiday Extras are authorised and regulated by the Financial Conduct Authority
Please note that final holiday documents can't be released until Fred. Olsen Cruise Lines has received notification of your insurance policy details, and we recommend that all passengers obtain insurance as soon as possible before booking in order to cover cancellations if necessary.
Where do I find a 24hr medical assistance telephone number?
All insurance policy schedules will have details of their 24 hour medical assistance telephone number.
Where the telephone number is within the schedule depends on the insurance company, but most tend to put this on the inside cover or on the back page. Fred. Olsen require the telephone number starting with +44.
When can I expect to receive my tickets?
Once you’ve given us your essential travel information on the Guest Information Form within My Cruises, we can send you your cruise tickets. We’ll send the tickets to you by email (so we will need an email address for you). Alternatively your tickets can be sent by post up to 21 days before your cruise. If you have booked through a travel agent, please note that your tickets will go to them, who will send them on to you.
Please note that we cannot send your cruise tickets to you without the completed Guest Information Form, so please ensure you have completed all the required information, as you may not be able to board your cruise ship otherwise.
Your personalised baggage tags will be posted directly to your home address approximately two weeks before departure. Please ensure that only the tags supplied by Fred. Olsen are attached to your bags, to avoid confusion for accurate delivery to your room. Any baggage that does not have a tag attached will be delivered to the Guest Services Desk on board for guest identification. Please note that Fred. Olsen cannot accept any liability for failing to load incorrectly tagged baggage.
Read more information about your travel documents.
What is an e-ticket?
An e-ticket is a cruise or flight ticket which is emailed to guests, instead of being printed on paper and posted via Royal Mail.
Tickets which are sent by email are received almost instantaneously and cannot get lost or delayed within a postal system. Your tickets can be printed at your leisure and are then used in the same way as a printed ticket at Check-in at your departure port. Alternatively, you can present the ticket on the screen of your smart phone/tablet/ipad at Check-in should you not wish to print the ticket out, or do not have the means to do so.
As with all tickets, please check your cruise and/or flight e-ticket carefully. Should any details be incorrect, then please contact your travel organiser, or Fred. Olsen if you have booked directly.
If you have any questions regarding the information featured on your ticket(s), please do not hesitate to contact your travel organiser or, if you are a direct customer, our Guest Services Department on 0800 0355 145.
If your cruise holiday involves a flight departing from the UK, you will receive a separate email containing your flight e-tickets. E-tickets for inbound scheduled flights will be given to you once you are on board your ship.
You don’t need to print the e-ticket(s) attached but you may be required to show a copy to airport or port security, check-in staff or immigration services. Therefore we strongly recommend that if you elect not to print them, you ensure you carry a device such as a smart phone or tablet and that you are able to present them electronically if required. You will of course also be required to present your passport.
Your ticket(s) contain important information about your forthcoming cruise so please read them fully & carefully. We draw your particular attention to the “Your Fare Type Explained” section. If you have booked a fly-cruise, please pay particular attention to the hold & hand luggage allowance information. Please also be aware that there are strict guidelines relating to the size and items permitted within hand baggage (i.e. liquids, sharp objects, etc).
Your personalised baggage tags will be posted directly to your home address approximately two weeks before departure.
How do I get my car-parking vouchers?
If car parking is booked and paid for via Fred. Olsen, guests are advised at the time of booking that a voucher will not be required, as the car parks operate vehicle recognition systems. With this in mind, guests are required to provide their car registration, make and model of the car at the time of booking and payment please.
If guests book and pay for car parking in Dover – using Relyon or DHB; Southampton – using ABP, or Liverpool, also using ABP, these companies will advise the guest at the time of booking and payment, of the documentation that they will be sent and when to expect it.
If guests have booked their cruise on a particular package which includes complimentary car parking, they will need to book your car parking space in the same way, but Fred. Olsen will issue a complimentary car parking voucher 2 – 3 weeks before sailing and this will be sent to the guest (or travel agent, if you have booked through one). This complimentary car parking voucher MUST be presented at the car park upon arrival. Unfortunately, if guests forget this voucher they will have to pay the ‘on the day’ rate in full, which cannot then be reimbursed by Fred. Olsen.
What currencies will I need to take on my cruise?
This is dependent on your cruise itinerary, but you are able to order your required currencies via City Forex, who we’ve joined together with as a specialist in commercial foreign currency, to offer a commission-free exchange service at great rates.
Order before you cruise and you can just collect your currency pack from Guest Services when you get on board your cruise ship.The currency accepted on board our cruise ships is British Pounds.
Read more about this great facility available to you.
Are there any specific visa or health requirements applicable to my cruise?
This is dependent on your chosen cruise holiday itinerary, and depending on the ports of call on your cruise, you may require certain vaccinations. If there is a mandatory requirement, you will be advised at time you make your cruise booking and/or it will be detailed on your confirmation invoice. However, due to ever-changing health regulations, we suggest that you contact your local GP approximately 12 weeks prior to departure for the most up-to-date information.
Further information can be obtained from the Foreign and Commonwealth Office - www.fco.gov.uk. It’s also worth remembering that in some foreign countries general standards of hygiene, care and safety may differ from those in the UK. So, when visiting ashore, ‘common sense’ is the watchword, especially when choosing drinks or sampling the local cuisine.
Please note that passport, visa and health requirements can change at any time. Once you have booked a cruise holiday with us, it is your own responsibility to ensure that you comply with such requirements. UK passport holders will need visas for certain Fred. Olsen cruises and this will be advised to you at time of booking or when the requirement arises.
It is the responsibility of all non-British passport holders to ensure that they are in possession of a valid passport and where necessary entry visas or permits for their chosen cruise. If you are unsure as to whether you are required to obtain such documents you must contact the relevant Embassy or Consulate. Failure to comply with this request may result in refusal of carriage or the imposition of individual fines by the local immigration authorities.
Please note: When going ashore independently in certain ports of call (i.e. St Petersburg, Russia) it may be necessary for you to arrange a visitor’s visa. Please see your confirmation invoice for further details of how to do this. In St Petersburg, when participating in shore excursions arranged by Fred. Olsen Cruise Lines, all passport holders will be covered on a group visa.
Are there any celebratory packages that can be booked to make an occasion special?
If you are celebrating a special occasion whilst on your cruise holiday, we can offer a range of Cruise Extras to make the day even more special for you or loved ones. We cater for birthdays, anniversaries and retirements, or just a special treat or two for the important people in your lives. Our Celebratory Packages can be booked through our Guest Services Department on 01473 292444.
Please let us know if you are celebrating your Silver, Pearl, Ruby, Golden, Emerald or Diamond anniversary either three months before, during or after your cruise and we will provide a fantastic 'special occasion' package with our compliments. All we ask is that you provide us with a copy of your marriage certificate prior to departure. Similarly a honeymoon on board is a unique time and we will mark the occasion in style. If it’s your birthday during the cruise we will help you celebrate with a special celebration cake presented at dinner.
Read further information about our Cruise Extras.
Is it possible to pre book our preferred dining time?
When you book your cruise holiday, you can request either first or second seating for dinner (6.15pm or 8.30pm) and we’ll try our best to ensure you get it. You can also request your table size so we can best meet your preferences, but unfortunately we can’t guarantee that. When you arrive on board you will find a Restaurant Seating Card in your room, which will advise you of your table number and dining time.
When booking on an Anchor fare please note that Dining sitting will be allocated at our discretion and will be advised within the cruise ticket. Anchor Fare guests can choose to book a specific dining sitting at the time of booking for a supplement of £2.00 per person per night. Unfortunately we do not except requests for preferred table sizes when booking on an Anchor fare.
Open Sitting evening dining is offered as an informal option in the Braemar Garden Cafe on Black Watch, The Secret Garden on Boudicca, and The Palms Cafe on both Braemar and Balmoral. These informal restaurants operate on a self service basis, but a bar service is available.
Breakfast and lunch times are more flexible - read more information on dining times.
Is there a cruise Check List available?
Cruise Check List –Please check the following prior to departing for your cruise holiday:✔ Cruise/Flight Tickets✔ Cruise Insurance Policy (ensure you have declared all pre-existing medical conditions to your insurer)✔ Passport (ensure it has at least 6 months validity from date of return)✔ Check that you have obtained any visas / entry permits for your cruise holiday✔ Ensure you have checked if you require any vaccinations for your cruise holiday✔ Credit or payment card, cash and foreign currency✔ Ensure you have sufficient stocks of any personal medicationIf you have any questions regarding your forthcoming cruise, please do not hesitate to contact our Guest Services Department on 0800 0355 145.