Search frequently asked questions
Managing my booking
Managing your cruise from the 'My Cruises' section of our website couldn't be easier. Simply complete the registration form using a secure username and password, and log in to view the details of the Fred. Olsen cruise holidays in your personal cruise organiser anytime you wish. In the 'My Cruises' section of our website you can: Manage future cruises: view all your booked cruises and complete any outstanding guest information. Fill out your Guest Information Form: provide information required for allocation of your tickets - e.g. travel insurance details, next-of-kin contact numbers, etc. Search for and book your Shore Tours: explore the range of exciting Shore Tours for your forthcoming cruises and book in advance. Check your Oceans Loyalty Club membership level: confirm the number of loyalty points you have and see how close you are to the next level of membership, with all the additional benefits it offers. Claim your Oceans Offers: discounts from the National Trust, Halfords, RAC, Sainsbury's, LEGOLAND Windsor and many more. View your Fred. Olsen cruising history: revisit cherished memories of cruises you've enjoyed in the past. Update your account details: amend and update any personal information, including changes to your username and password. If you'd rather speak to a member of our Guest Services team you can get in touch on 0800 0355 145 or via e-mail to firstname.lastname@example.org. Our Guest Services team are available Mon to Fri 8.30am to 6pm, Saturday 9am to 5pm. Click here to login to your My Cruises account.
You'll find your Guest Information Request Form in the 'My Cruises' section of our site. We kindly request you add your personal details to this as soon as possible, so that we can process your cruise ticket allocation. The details we require include home and email addresses, date of birth, passport details, insurance information and Emergency Contact details, for all guests travelling on your booking. Should any of these details change, you can easily amend your booking information via 'My Cruises' too. If you are experiencing problems completing the Guest Information Form, please call our Guest Services team on 0800 0355 145 or e-mail email@example.com. Our Guest Services team are available 8:30am to 6pm, Monday to Friday and 9am to 5pm on Saturday. Go to My Cruises
If you booked your cruise directly with Fred. Olsen, you can expect to receive tickets approximately 21 days prior to your cruise departure. If you have booked through a travel agent, please check with them as to when you will receive your tickets. In order to process and send your tickets, we require the usual booking information from you - the quickest way to provide us with the necessary details is by completing our Guest Information Request Form, via the 'My Cruises' section of our website. If you've supplied us with an e-mail address, your ticket will be sent electronically to you. If you have booked through a travel agent, they will send your tickets to you via the post. If you have any questions or concerns, please call our Guest Services team on 0800 0355 145 or e-mail firstname.lastname@example.org. Our Guest Services team are available 8:30am to 6pm Monday to Friday, and 9am to 5pm on Saturday. Go to My Cruises
If you have booked and pre-paid for car parking via Fred. Olsen for Rosyth or Newcastle, a voucher is not required. The car parks at these ports operate a convenient vehicle recognition system, so all we need is for you to let us know your car registration, make and whether you require a disabled parking space at the time of booking. If you have booked car parking with ABP (Southampton), CPS (Liverpool), Relyon or DHB (Dover), you will be advised at the time of booking what documentation will be sent and required to present on arrival at the port. If you have booked a cruise that includes complimentary car parking, you're still required to book a car parking space. Fred. Olsen will issue a complimentary voucher 2 to 3 weeks before sailing and this will be posted directly, or via your travel agent. This complimentary voucher must be presented to car park staff upon arrival. Regrettably, if guests forget this voucher they will be required to pay the full ‘on the day’ rate, which cannot be reimbursed by Fred. Olsen. > More car parking information
Celebrating a special occasion with loved ones and new-found friends on a Fred. Olsen cruise is a wonderful experience, and we offer a range of Cruise Extras to make the day even more special. We cater for birthdays, anniversaries, retirements, renewal of vows, and even special treats for the important people in your lives. Celebrating a Silver, Pearl, Ruby, Golden, Emerald or Diamond wedding anniversary while on a Fred. Olsen cruise? Let us know, and we'll arrange a fantastic 'special occasion' package on board with our compliments (we simply need a copy of your marriage certificate prior to departure). Similarly, a honeymoon cruise is a unique time and we will help you mark the occasion in style. If it’s a birthday you're celebrating, our special celebration cake presented at dinner rounds off a memorable day. And if you're celebrating a milestone birthday whilst on board - 18th, 21st, 30th, 40th, 50th, 60th, 70th, 80th, 90th or even 100th birthday - let us know and we will organise a special celebration just for you, with our compliments*. Celebratory Packages can be booked through our Guest Services Department on 0800 0355 145 or via e-mail to email@example.com. Our Guest Services team are available 8:30am to 6pm Monday to Friday, and 9am to 5pm on Saturday. Find out more
You will receive your luggage labels in the post from us approximately 2 weeks before your cruise. Please ensure these are placed securely to each piece of luggage you wish to be carried on to the ship by our crew. Your luggage will be taken from you at the port and placed in your cabin, ready for your arrival. If you are concerned that you have not received your luggage labels yet, please contact our Guest Services team on 0800 0355 145 or e-mail firstname.lastname@example.org. Our Guest Services team are available 8.30am to 6pm Monday to Friday, and 9am to 5pm on Saturday.
If you find that one of the tours you are interested in is fully booked, you can be added to a wait list in case a space on the tour becomes available. You can add yourself to a tour wait list via the 'My Cruises' section of our website, or email email@example.com with your booking details and details of the tour you would like to be waitlisted for. Our Destination Experience team are available 9am to 5pm, Monday to Friday. Go to My Cruises
If, for whatever reason, you need to cancel an already booked Shore Tour, please call the Destination Experience team on 01473 746 163 or email firstname.lastname@example.org. Our Tours team are available 9am-5pm Monday to Friday. Please note: Some Shore Tours are subject to cancellation costs, which are indicated in the tour information. A 10% cancellation charge will be incurred should you cancel a tour once on board your ship.
If you have booked your cruise on a Freedom fare you will be able to select your restaurant and dining time, subject to availability. If you’re booked your cruise on an Anchor fare, your dining time, restaurant and table size will be allocated automatically. Freedom fare guests can pre-select a restaurant and choose between early (6.15pm) or late (8.30pm) dining. Freedom fare guests can also request a table for either 2, 4, 6 or 8 people*. However, please note that your table size and allocation requests cannot always be guaranteed. Anchor fare guests can pay a supplement to secure the dining time of your choice, but not the restaurant, for £2.00 per person, per night (subject to availability). For all guests, your allocated evening dining table will remain the same for the duration of your cruise. You are however free to dine in one of our less formal buffet restaurants, which you can visit anytime during opening hours. *Note Boudicca does not have tables for 8. If you wish to discuss your dining options, please call our Guest Services team on 0800 0355 145, or e-mail email@example.com. Our Guest Services team are available 8:30am to 6pm Monday to Friday, and 9am to 5pm on Saturday. Dining on Balmoral Dining on Braemar Dining on Black Watch Dining on Boudicca
Guests can request to sit and dine with friends or family who are on a separate booking. While we cannot guarantee this request, we will do our utmost to meet your requirements. Please call our Guest Services team on 0800 0355 145 to discuss, or e-mail firstname.lastname@example.org with your booking reference and your request. Our Guest Services team are available 8:30am to 6pm Monday to Friday, and 9am to 5pm on Saturday. Dining on Balmoral Dining on Braemar Dining on Black Watch Dining on Boudicca
The balance of your cruise will need to be paid no later than 90 days before the departure date. Any cruise holidays booked after this date require you to pay the full price for your cruise, at the time you make your booking. However, special payment conditions may apply to special or discounted prices. For longer cruises, of 28 days or more, we require an additional deposit of 15% is paid at least 180 days prior to departure. If you wish to make a payment toward your cruise you can do this via the 'My Cruises' section of our website. Alternatively you can contact your travel agent. If you booked directly with Fred. Olsen, please call our Guest Services team on 0800 0355 145. Our Guest Services team are available 8.30am to 6pm Monday to Friday, and 9am to 5pm on Saturday. Go to My Cruises
When it comes to accommodation, our fleet features a range of cabin grades, so you will always find a home-from-home to suit your needs when you book. However as your cruise draws closer you may wish to make your cruise extra special by upgrading your room. If you wish to enquire about upgrade options please contact your agent, or if you have booked direct contact our Reservations team on 0800 0355 130 or email email@example.com Please note, room upgrades with Fred. Olsen are subject to availability. Accommodation on Balmoral Accommodation on Braemar Accommodation on Black Watch Accommodation on Boudicca
You may cancel your cruise holiday, subject to notice to Fred. Olsen Cruise Lines in writing and payment of a cancellation fee in accordance with the following scale: Number of days before departure Cancellation fee being a % of the Contract Price for the Holiday 91 days or more 15% 90-57 days 60% 56-42 days 75% 41-16 days 85% 15 to 0 days 100% The effective date of cancellation is the date of receipt by Fred. Olsen Cruise Lines of written notice to cancel. Please note if you are booked on an Anchor Fare, the cancellation charge is 100%. *For longer cruises of 28 days or more, as guests are required to pay an additional deposit of 15% at least 180 days prior to departure, the cancellation charge is 30% for these cruises between 180 days and 91 days prior to departure. For full details of our cancellation policy please see our terms and conditions. If for any reason you wish to cancel you cruise, you can do so by following the link below and completing the online cancellation form. Cancellation form Terms & Conditions Transferring your cruise
If you decide to drive to your departure port you can rest assured that the process will be surprisingly simple and stress-free. At each departure port we have long term established relationships with dedicated parking providers. You will be able to drive straight up to the cruise terminal where the luggage porters will assist with taking your bags from you, leaving you with your hand luggage, suit/dress carriers, cruise ticket and passports. Each port operates slightly differently but there will be plenty of attendants on hand to guide and assist you with your car. Rosyth and Newcastle (Port of Tyne) £9.50 per night for standard vehicle Bookable via Fred. Olsen - call Guest Services at least 3 days prior to your cruise departure. If you book last minute the rate per night will increase. Dover Dover Harbour Board - CT17 9DQ£11.45 per night | subject to min charge £43.70 0844 504 1771 | www.doverport.co.uk/cruise Relyon - CT17 0HL£5.25 per day | Off site parking with minibus transfer 01304 201 227 | www.relyongroup.co.uk/cruise-parking Southampton ABP - Associated British Ports Southampton - City Cruise Terminal - via Dock Gate 8 or 10 - SO15 1HJMayflower Cruise Terminal - via Dock Gate 10 - SO15 1HJQEII Terminal - via Dock Gate 4 - SO14 3GG0844 880 6848 | www.abparking.co.uk Liverpool £9.50 per night CPS - Cruise and Passenger Services - L3 1DL0345 071 3939 | www.cruiseparking.co.uk When booking your parking please have the following information to hand: Registration number Vehicle make and model Plus any required assistance which may need to be noted If you require help with arranging Airport Parking for your Fly-Cruise, Holiday Extras will be able to assist on 0871 360 2603. Find out more about your Departure Port.
Shore Tours are bookable online from approximately twelve weeks prior to departure. You will receive an email, if you have registered an email address with us, from the Destination Experience team, advising you when they are available to view and book online through My Cruises. You will also receive a detailed tours brochure in the post to assist in your choice. Once you've booked your tours you will receive an e-mail confirmation and your tickets will be printed for you and placed in your cabin for your arrival. You can view the shore tours you have booked in My Cruises at any time, using your personal login details. If you experience problems viewing shore tours on our website, please contact our friendly Destination Experience department on 01473 746 163 or e-mail firstname.lastname@example.org. Our Destination Experience team are available Monday to Friday, 9am to 5pm. Go to My Cruises
Should you need to transfer your booking to someone else, if you are unable to travel, or if you need to change your cruise to another, this can be done (only once) and must be actioned at least 90 days prior to departure (the date your balance is due). The value of the new cruise must be at least 75% of the original booking value, and will also incur a £100.00 per person non-refundable amendment fee. For 'long cruises' that are longer than 28 days, a transfer can only be allowed once, as long as you are 181 days or more from travelling. On these ‘long cruises’, an interim deposit is required at 180 days prior to departure and from then on the loss of non-refundable deposit is 30%, and once paid you would not be able to transfer to another cruise/person. If you would like to request a name change on a booking,we can process this for you, up to 35 days prior to departure, with a £100.00 amendment fee per name change. Should there be multiple changes of guests on a booking, where none of the original booking party are on the booking, this can be accepted, and will incur the same charges as above.
You will be required to pay the deposit for your cruise at the time you make your booking - by credit card, either online or via our friendly Reservations Team. Freedom FareFor cruises up to 27 days in duration, a non-refundable deposit of 15% of the total cruise cost is required at the time you make your booking. For cruises of over 28 days in duration, a non-refundable deposit of the total cruise cost is required at the time you make your booking, and a further 15% deposit is required 180 days before departure. Full payment for your holiday is required at least 90 days before departure. Should you make your cruise booking within 90 days of departure, 100% payment of the total cruise cost is required at the time of booking. Anchor FaresAnchor Fares require 100% payment of the total cruise cost at the time of booking, regardless of the cruise departure date. Paying the balance of your cruise
You’ll find a range of cabins and suites on board our ships, so you can choose the room type, layout and price to suit you. Much of the accommodation has been refitted as part of our extensive, fleet-wide refurbishment programme making the stylish, comfortable rooms even more of a home from home. We've thought of everything to ensure your time on board with us is as enjoyable, relaxing and carefree as possible. All of ou rooms are equipped with climate control, an interactive smart TV, hairdryer, desk, phone, fridge (which can be stocked as a mini-bar) and tea and coffee making facilities as standard. To see each Suite and Room type on board your chosen ship, please click on the relevant link below: > Balmoral Accommodation > Braemar Accommodation > Black Watch Accommodation > Boudicca Accommodation