Definitions

Booking means the holiday arrangements you have made with us under these conditions.

Convention means any international legal agreement that may apply, either by law or under these terms.

Departure date means day one of the holiday.

Fly-cruise means a holiday package that includes a cruise and at least one flight which we  book on your behalf.

Freedom fare means the inclusive price of a holiday which includes benefits such as being able to choose your cabin and the time of your dinner sitting (6pm or 8pm) beforehand, the flexibility to transfer your holiday if necessary and other on-board benefits. For more details, visit our website at www.fredolsencruises.com/freedom.

Guest means a person included in a holiday booking.

Holiday means any Fred. Olsen Cruise Lines Ltd (FOCL) cruise, including flights for fly-cruises, but not including any tours and other extras unless we tell you they form part of the holiday package.

Long cruise means a cruise of 28 days or longer.

Organiser means a person or company who organises and sells holidays, whether direct to customers or through a retailer.

Package travel legislation means the Package Travel and Linked Travel Arrangements Regulations 2018 and any other national or international legislation that applies when supplying holidays.

Price means the price of the holiday that we confirm to you when you book the holiday, plus any additional amounts you must pay under these conditions.

Saver fare means the discounted price of a holiday, which has certain conditions attached to it. For example, your cabin and dining arrangements will not be confirmed at the time of the booking and there are restrictions on your right to change the booking and ask for a refund. For more details, visit our website at www.fredolsencruises.com/faqs/general/whats-the-difference-between-freedom-and-saver-fares.

Shuttle means any form of transport we arrange to take you between the ship and the port, which we may include in the price or charge extra for. 

Third-party services means services provided by suppliers other than us, such as excursions, which do not form part of the holiday.

We, us, our means Fred. Olsen Cruise Lines Ltd.

You, your means the person who has made a holiday booking with us and any other people included in a booking.

Interpretation

(a) Where we refer to a person, this also includes a business or organisation (whether or not they have a separate legal identity).

(b) Where we refer to a party to the booking, this also includes that party’s personal representatives, and anyone they transfer their rights and obligations to or who takes over their rights and obligations from them.

(c) Where we refer to an act, this also includes any act that amends or replaces it and legislation made under it.

1.1 Before you make a booking, you need to read and agree to these terms and conditions. You should also have all the necessary information ready to complete your booking properly.

1.2 You can book either through a travel agent or direct with us using the details below.

• Call 0800 0355 144
• Visit  www.fredolsencruises.com 

1.3 The person making the booking must be at least 18 years old on the day they book.

1.4 If you're booking for other people, you must have their permission to do so.

1.5 Under the package travel legislation we must provide you with certain information before you book. This includes details of the travel services included, prices, booking conditions, any financial protection you have, your rights under the legislation and any special requirements relating to mobility. We will also give you a copy of the standard information form confirming that this is a package holiday and setting out your rights.

2.1 A binding contract (the contract) will be formed between you and us only when we confirm we have accepted the booking. The booking makes up the entire agreement between you and us. Unless we tell you otherwise in these terms and conditions, the booking replaces all other agreements between you and us. The information we give you under the package travel legislation replaces any other information we have given you under the legislation.

2.2 You must pay any amount due to us at the time the booking is made (see clause 4). If a payment is overdue under these terms and conditions, we do not have to supply a holiday or any other service that forms part of the booking until you have paid all amounts up to date. We may also cancel the booking and, if so, this will be treated as a cancellation by you, in line with clause 6.

2.3 These terms and conditions, which include the terms of our privacy notices (see clause 23), apply to you and every other guest taking part in the holiday. You confirm that you have the authority to make, amend and cancel the booking on behalf of any guest named in your booking.

2.4 The guests included in a booking can only be altered in line with these terms and conditions or the package travel legislation. You can transfer your booking to another person who meets all the conditions that apply to the cruise by giving us at least 14 days’ notice before the departure date. We may charge a reasonable administration fee for processing the transfer, but this will not be more than our actual costs. You cannot make any changes to the booking, or transfer to a lower-priced deal or holiday (such as for the same cruise), other than as set out in these terms and conditions. A third party cannot accept the booking on our behalf.

2.5 We have the right to refuse to accept any booking even if you have paid the deposit and the full balance of the price to us or any third party.

2.6 Children aged under 12 months and women who will be more than 24 weeks pregnant on the departure date are not allowed to travel. This is because we do not provide the specialist medical care that they might need on board our ships.

2.7 Some cruises, including all cruises on MS Borealis, are for adults only, meaning only people aged 18 or over can travel. For cruises that do allow children, you are responsible for making sure that any children in your care are fit and eligible to travel. Children are, at all times, the responsibility of their parent or guardian, both on and off our ships.

2.8 Regardless of whether the cruise leaves your home country or not, if you are travelling with a child under the age of 18 and you are not their parent or guardian, at check-in you will need to show us a letter from the child’s parent or guardian confirming that they authorise you to take the child on the holiday and to act with full parental authority in the case of an emergency. If you are the parent or guardian of a child under the age of 18 who has a different surname to you, at check-in you must provide proof of parentage or the reason for the different names (for example, a birth certificate or divorce certificate). If you do not provide the letter or proof that we need, we may not allow you and the child to board, and the holiday will be treated as being cancelled by you in line with clause 6. For more details, visit www.gov.uk/permission-take-child-abroad.

2.9 We hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (the CAA) and are a member of the ATOL Scheme (ATOL number 5016). All the fly-cruise holidays that we sell and which are covered by these terms and conditions are financially protected by the ATOL Scheme, which means that the money you pay for your holiday is fully protected in a CAA-approved and appropriately managed Air Travel Trust (ATT) account.
In line with the package travel legislation, we provide effective security so that, if we become insolvent (unable to meet our financial obligations), you will receive a full refund of all money you have paid. If travel to and from the departure point is included in the booking, we will also arrange transport to take you home at no extra cost to you.
When you pay for a flight or a fly-cruise, we will give you an ATOL certificate. If we don’t give you a certificate, you can ask us for one. You should check the ATOL certificate to make sure that everything you booked (flights, hotels and other services) is listed on it. The ATOL certificate also lists what is protected under the terms of the ATOL Scheme and where you can get information on what this means and who to contact if something goes wrong. For more information on the ATOL certificate, visit www.atol.org.uk/ATOLCertificate/, phone
0333 103 6350 (or +44 333 103 6350 if calling from outside the UK) or write to
45-59 Kingsway, London, WC2B 6TE.

2.10 We are a member of ABTA, number W0637, and we follow their code of conduct. ABTA hold an insolvency bond which provides guests with financial protection for money they have paid for a holiday.
For more information, visit www.abta.com 

2.11 Any extra products that are not included in your holiday package are not covered by our ABTA or ATOL protection, even if you paid for these direct to us. This may include optional add-ons such as shore tours, as well as products you have booked separately through a travel agent or third party. You can ask us for full details of what is included in your holiday package.

2.12 We, or the suppliers named on the ATOL certificate, will provide the services listed on the ATOL certificate (or suitable alternative services). In some cases, if we or the supplier cannot provide the services due to insolvency (being unable to meet our or their financial obligations), another ATOL holder may provide the services you have bought, or a suitable alternative, at no extra cost to you. You agree that, in those circumstances, the other ATOL holder will provide the services, and you will pay any amounts that are outstanding as part of your booking to the other ATOL holder. However, you also agree that in some cases it will not be possible to appoint another ATOL holder to provide the services, in which case you will be entitled to make a claim under the ATOL Scheme or to your credit card company if this applies. (We would recommend claiming under the ATOL Scheme first.)

2.13 If we, or the suppliers named on the ATOL certificate, cannot provide the services listed (or suitable alternative services, through another ATOL holder) due to insolvency, the trustees of the Air Travel Trust may make a payment or give a benefit to you under the ATOL Scheme. You agree that, in return for the payment or benefit, you will transfer to the trustees any claims which you have or may have arising out of or relating to the services not being provided. This includes any claim you may have against us, any travel agent, or your credit card company. You also agree that any claims may be transferred to another organisation that has paid any amounts you have claimed under the ATOL Scheme.

2.14 We are not responsible for any flights you book that are not included in your booking.

3.1 After your booking is confirmed, the price of your holiday will not change except in the following limited circumstances, and only if the contract specifically allows it.

(a) The cost of passenger transport increases. This includes any increase in fuel costs.
(b) There are changes to taxes or fees charged by third parties (such as landing taxes or airport charges).
(c) There are changes to exchange rates that apply to your booking.
We will tell you about any price increase at least 20 days before your departure, and any increase will not be more than 8% of the total price. If any of the costs listed above decrease, we will reduce the price of your holiday in line with this.

3.2 From time to time, we may offer discounts or include extra benefits in your package, such as credit in your on-board account or transport to the port. These promotions apply only to new bookings and will not be added to a booking you have already made. Similarly, if prices for new bookings increase due to demand, we will not ask you to pay more.

3.3 Most port and airport charges and taxes are included in the price of the holiday and we will tell you if any are not included. You may have to pay some overseas charges (including visa charges) locally yourself.

4.1 All on-board accounts will be in pounds sterling. You must register a debit card or credit card at check-in. (We do not accept Diners Club or Amex cards.) You must register a payment card even if you do not want to open an on-board account during your cruise. You will not be able to open an on-board account until you have registered a payment card.

4.2 All accounts for services, goods, duties, taxes and other costs provided on board the ship and any other amounts due which are not included in the price of the holiday, including amounts for third-party services and medical services, must be settled before you leave the ship. You cannot withhold any amount to cover any money we are holding for you or are due to pay you.

4.3 If you have a joint on-board account with other guests, you will each be responsible (both together and individually) for using and settling the joint account. This only applies to guests who are aged 18 or over.

4.4 If you do not settle your on-board account at the end of the holiday, we will charge a £75 administration charge to cover the cost of recovering the payment from you. We also have the right to cancel any future bookings you may have with us, and to deduct the money you owe us from any money we hold for you or are due to pay you.

4.5 If you or the other guests included in your booking do not settle your (or their) on-board account, we may take legal action against you (or them).

5.1 Deposit
You must pay us the following minimum non-refundable deposits (calculated as a percentage of the total price) by the deadlines shown below.

5.2 Final balance 
You must pay the final balance no later than 90 days before the departure date.  For bookings made within 90 days of the departure date, you must pay the full price at the time of booking.

If you do not pay the final balance when it is due, we will consider you to have broken these terms and conditions and we may cancel your booking and keep any money you have paid in relation to it.

5.3 Cancellation fees
The non-refundable deposits and cancellation fees that apply if you cancel your holiday reflect an estimate of the costs and losses we reasonably expect to face if we have to remarket your holiday after you cancel it. These fees are calculated as a percentage of the total holiday price and depend on when you cancel, as shown in the following table.

Any cancellation fee we charge will not be more than the actual costs we face as a result of your cancellation, less any amounts we recover from reselling your holiday. We will provide a breakdown of these costs if you ask for one.

5.3.1 For fly-cruises, you must pay 100% of the cost of the flight at the time you make the booking. If the cost of the flight increases after you pay for it (for example, because you ask to fly from a different airport), you must pay the additional amount immediately when we ask you to.

5.3.2 If you cancel your holiday, we will make reasonable efforts to resell it. If we successfully resell the holiday, we may refund all or part of the price you paid. We will take reasonable deductions from the refund to cover the cost of remarketing the holiday and any difference between the price you paid and the amount we resold the holiday for. We will not consider that we have successfully resold your holiday until we have resold all the tickets you cancelled for similar cabin grades and features.

Any cancellation fee we charge will be limited to the actual costs we face as a result of you cancelling your holiday, less any amounts we recover from reselling it. We will provide a breakdown of these costs if you ask for one.

6.1 You must take out travel insurance before going on any holiday with us. We recommend doing this as soon as you book your holiday. This will help cover any cancellation fees if you need to cancel your holiday as a result of any unexpected issues that may arise. The travel insurance policy should include cover for the following.

• All of the destinations you will visit during your holiday
• Independent travel arrangements before, during and after your holiday
• Medical treatment, including emergency airlift or boat transfer at sea, refused boarding due to medical reasons, and medical repatriation (bringing you home for treatment if you fall ill or have an accident during your holiday)
• Cancellation cover if you cannot continue with your holiday
• Personal liability cover

6.2 If you, or other guests included in your booking, do not have valid travel insurance that meets the above requirements, we may cancel your booking, refuse to let you board, or ask you to leave the ship at the next port. We will not be responsible for any costs involved if we do this.

6.3 You must provide full and accurate information to your travel insurer, including details of any medical conditions you have before taking out the insurance (pre-existing medical conditions). These include but are not limited to chronic (long-term) illnesses, recent surgeries, ongoing treatments, recurring conditions, psychological illnesses and any serious health conditions you have had in the past. If you do not give your insurer all relevant information, it may affect your cover and we may consider you to have broken these terms and conditions.

6.4 We may not be able to issue final holiday documents, such as cruise tickets, until we have received confirmation of your travel insurance details.

6.5 If you do not meet these insurance requirements, you must cover any costs, losses and legal expenses we may face as a result. This includes if:

• you do not have the necessary travel insurance;
• your insurance policy is not valid, doesn’t provide enough cover or is declared void (treated as though it never existed);
• you break any of these terms and conditions; or
• any claims are made against us (such as for injury, death or property damage) as a result of you not having the correct insurance.

7.1 The holiday details you see, or we confirm, at the time of booking may change after your booking is finalised. This is because circumstances may have changed since the holiday was originally planned.

Minor changes could include:

• adding, removing or swapping ports of call or scenic cruising;
• changing the cruise route or flight path;
• altering the departure or arrival times or locations (or both);
• changing the flight class, cruise ship or other holiday arrangements; or
• limiting access to facilities or services on board the ship.

These changes may be necessary to protect guests’ health, safety, comfort or enjoyment, or to make sure your holiday runs smoothly. If possible, we will tell you in writing about any changes.

7.2 If we make a significant change to your booking before the departure date (for example, a major change to your itinerary, cruise ship, departure port or cabin grade), we will tell you as soon as possible. Under the package travel legislation, you can then:

• accept the change;
• accept a different holiday of equal or higher value (if available); or
• cancel the booking and receive a full refund of all payments you have made.

If the change results in a lower-quality or lower-cost holiday, you may also be entitled to an appropriate price reduction or compensation.

7.3 If we cannot provide your holiday as agreed due to unavoidable and extraordinary circumstances (such as the ship breaking down, severe weather, port strikes or industrial action), we will tell you as soon as possible. In these circumstances, we will offer you either:

• a replacement holiday of equal or higher value (if available); or
• a full refund of all payments made for the holiday.

We will pay any refunds within 14 days of cancelling your holiday. You will not be entitled to additional compensation if we have to cancel your holiday due to unavoidable and extraordinary circumstances beyond our control.

7.4 If we have to cut your holiday short after the departure date, we (or the operator) will try to make other arrangements to allow you to continue your holiday at no extra cost to you. If that’s not possible, we’ll provide transport to return you to your departure point or take you to your final destination. If the holiday can’t reasonably continue, we’ll refund the daily cost of the cruise portion of the holiday for each full day lost.

7.5 If there’s a delay during your holiday that is caused by us or our operator breaking these terms and conditions, we will try to make other arrangements to allow you to continue your holiday.

7.6 We are not responsible for any personal losses caused by cancelling, changing or delaying your holiday (including for extended holidays), such as costs relating to travel, accommodation or insurance that you booked separately, unless these arise directly from us breaking these terms and conditions.

7.7 You must act in good faith towards us at all times, and in line with our Guest Conduct Policy, which you can read on our website. If you break this requirement, we may treat your booking as cancelled by you and end the contract immediately.

8.1 We have the right to decide, at any point before or during your holiday, whether you are fit to travel. This includes during booking, during boarding or while you are on board. If we believe that your behaviour or condition could cause a risk to your or other people’s health or safety, we may take necessary action (see below). For example, we may take action if you:

• are aggressive or abusive;
• have poor personal hygiene;
• have an accident or medical incident before departure, including while travelling to the port or at the terminal, that means you need medical attention; or
• fail to follow our policies, including the Guest Conduct Policy, Smoking Policy and Alcohol Policy, all of which are available on our website (or you can ask us for a copy). These policies form part of the contract.

If we decide it is necessary to take action, this may include cancelling or refusing to confirm your booking, banning you from future travel, moving you to a different cabin or seat for dining, restraining or confining you, refusing to let you board or asking you to leave the ship at any port. In these cases, you won’t be entitled to compensation or a refund of any travel costs or expenses. You’ll also be responsible for any fines, losses or compensation owed to third parties. We will have no responsibility to you if a third-party transport provider refuses to let you board.

8.2 We and any other party responsible for passenger safety may create, enforce or change rules at any time, without giving you notice. These rules may cover behaviour, dress code, alcohol, food and other matters.

8.3 You are responsible for any damage or loss that you or your belongings cause to property, people, us or third parties, regardless of how it happens. You may have to pay for the loss or damage immediately, or we may ask you for a reasonable payment which we will hold on to while the value of the damage is assessed.

8.4 For the safety of guests and crew, we use CCTV on all our ships and in public areas at ports and terminals. We may keep CCTV footage for a reasonable time and use it as evidence in any claims involving you or made by you.

8.5 We may restrict your use of cameras or recording devices if we believe that using them is invasive or inappropriate, or breaks copyright or intellectual property rights. We may confiscate your equipment and return it at the end of the cruise. If you refuse to hand over your equipment, we may take action under clause 8.1, including asking you to leave the ship.

8.6 When the ship is in port, you must make sure you return to the ship before the scheduled departure time. We will not delay departure if you’re late. If you miss the ship, you won’t receive a refund or compensation, and you’ll be responsible for any fines, losses or immigration costs.

9.1 We and any other party involved in providing services in connection with your holiday (including third-party service providers, our agents and employees, subcontractors, medical staff and the owners and crew of any vehicles involved in providing the services) will be entitled to benefit from the rights, protection, exclusions and limits of liability in these terms and conditions, and those provided by any conventions, regulations, rules, directives, laws or other relevant regulations (whether international, national, local or otherwise) that might apply from time to time. This includes those relating to:

• travel by sea (for example, the Athens Convention 1974 (as amended));
• air travel (for example, the Warsaw Convention 1929 (as amended by the Hague Protocol 1955) and the Montreal Convention 1999);
• travel on inland waterways, such as canals and rivers (for example, the Strasbourg Convention); and
• hotel stays (for example, the Paris Convention 1962).

9.1 We and any other party involved in providing services in connection with your holiday (including third-party service providers, our agents and employees, subcontractors, medical staff and the owners and crew of any vehicles involved in providing the services) will be entitled to benefit from the rights, protection, exclusions and limits of liability in these terms and conditions, and those provided by any conventions, regulations, rules, directives, laws or other relevant regulations (whether international, national, local or otherwise) that might apply from time to time. This includes those relating to:

• travel by sea (for example, the Athens Convention 1974 (as amended));
• air travel (for example, the Warsaw Convention 1929 (as amended by the Hague Protocol 1955) and the Montreal Convention 1999);
• travel on inland waterways, such as canals and rivers (for example, the Strasbourg Convention); and
• hotel stays (for example, the Paris Convention 1962).

Nothing in these terms and conditions will be considered to mean that we (or any other party who provides services in connection with your holiday) have given up any of the rights or protection provided by the conventions, regulations, rules, laws or directives.

Nothing in these terms excludes or limits our liability for death or personal injury resulting from our negligence or that of our suppliers, or any liability which cannot be excluded under any law that applies. Otherwise, our total liability will be limited as described in these terms.

In no circumstances will our (or any other party’s) total liability to you be more than the liability we (or they) would have under the booking.

9.2 Our liability for any act, failure or other incident that is not covered by the conventions listed above will be limited as far as the law allows. In any case, our liability for the loss of any money, jewellery, valuables or medication will not be more than £250 per guest per holiday, unless you tell us about an item with a higher value before your holiday and we agree in writing to accept responsibility for it.

9.3 You should not pack money, jewellery, other valuables or medication in your luggage and must make sure that your personal belongings and valuables are with you at all times (depending on any laws and regulations that might mean you can’t do this, such as restrictions on putting liquids in your hand luggage on flights).

9.4 Unless we tell you otherwise in these terms and conditions, if we arrange to transport you, your luggage and your personal belongings, or arrange accommodation and other services that are required from time to time and are provided in addition to the cruise part of the holiday, these terms and conditions and any terms and conditions, rules and regulations set by the airlines, owners or operators of any other ship or other providers of services (such as transfer operators, hotels and so on) will apply to the service in question. If there is any difference between these terms and conditions and any other terms and conditions that might apply under this clause 9.4, these terms and conditions will apply.

9.5 We will not be responsible for any loss or damage you suffer that:

• is caused by your own actions, the actions of another guest, or failing to keep to these terms and conditions;
• arises from a third-party provider whose services are not part of your holiday package; or
• results from unavoidable and extraordinary circumstances (as defined in the package travel legislation), including events we or our suppliers could not reasonably expect or prevent, such as extreme weather or unusual sea conditions.

9.6 We will have no liability relating to arrangements or commitments made by you or on your behalf that are not part of the holiday. This includes if you make the arrangements direct with a service provider or ask us (acting as your agent only) to make the arrangements on your behalf.

9.7 We will not, in any circumstances, be responsible for any loss or expected loss of profits, income, use, contract or other opportunity, or for any other loss or damage.

9.8 All travel (by land, air, sea or inland waterway) will be covered by the operator’s or carrier’s conditions of carriage. These may limit or remove the operator’s liability. Unless we tell you otherwise in these terms and conditions, the operator’s or carrier’s conditions of carriage form part of your booking and you will be considered to have accepted them at the time of the booking. As a result, our liability to you may also be limited or removed and will not, under any circumstances, be more than that of the operator or carrier in question. Please contact us if you would like a copy of any operator’s or carrier’s terms and conditions. If there is any difference between these terms and conditions and any other terms and conditions that might apply under this clause 9.9, these terms will apply.

9.9 If an unplanned stay of one night or more becomes necessary as a result of a cancellation or delay, we will do all we reasonably can to provide adequate accommodation, either on or off the ship. If the accommodation is not on the ship, we will also provide transport to and from the port and the accommodation. We can limit our spending in these circumstances to €125 per guest per night, for up to five nights (not including transport costs). You may have to pay any remaining balance in the cost of the accommodation.

10.1 If you tell us about a problem, we will respond in line with ABTA’s Code of Conduct.

10.2 If a problem could lead to a complaint against us, you must follow our dispute resolution procedure set out below. We will not consider any claim for compensation from you or anyone acting on your behalf (including lawyers) unless subclauses 10.2.1 to 10.2.4 below have been met in full.

10.2.1 You must discuss any problems which could give rise to a complaint as soon as possible with the ship’s or hotel’s management, airline staff or other provider of the services concerned. If you have any complaints during your cruise, you should speak to the on-board guest services team.

10.2.2 If you are not satisfied with how the matter is dealt with, you must send us written details of your complaint within 14 days of the end of the holiday. We will aim to provide a full response within 28 days.

10.2.3 If you and we cannot reach an agreement after following the steps set out above, either of us can refer the matter to ABTA’s Dispute Resolution Scheme.

10.2.4 If you and we cannot reach an agreement after following the steps set out above, either of us can refer the dispute to arbitration, under the rules of the ABTA Arbitration Scheme, or issue court proceedings.

Please see clause 10.9 below for the procedure to follow if you have a complaint about a third-party service provider.

10.3 If you have a claim relating to loss of, damage to or delayed luggage, please remember we will assume that your luggage has been delivered undamaged to you unless you tell us otherwise immediately. As soon as you become aware of any loss of or damage to your luggage, you must immediately claim against the carrier directly responsible for your luggage when the loss or damage happened. Regardless of when you become aware of the loss or damage, you must claim within 15 days from the date the luggage is delivered to you or should have been delivered to you.

If you want to make a claim against us, you must follow the dispute resolution procedure set out in clause 10.2 above.

10.4 You may have to transfer your rights against any carrier or other third party to us as a condition of any settlement payment agreed between you and us.

10.5 Any settlement we pay will be reduced:

• if your negligence contributed to the claim; and
• by the maximum amount that could be paid under any convention that applies.

10.6 Unless a longer period is allowed by law, any claim will not be valid if proceedings are not issued within two years of the end of the holiday (that is, the date that the ship docks and you leave it at the end of your holiday or, for a fly-cruise, the date the return flight lands at the arrival airport).

10.7 We will not consider any claims or complaints unless you have paid all your on-board debts in full.

10.8 If we believe that the commercial relationship between you and us has broken down for any reason and cannot be repaired, we can (but do not have to) exercise our right to cancel any future bookings in line with clause 7 above and refuse to take any further bookings from you.

10.9 If services provided by third‑party suppliers form part of the holiday package as defined in these terms and in the package travel legislation, we are still responsible for making sure they perform properly, even though we do not provide them. However, we have no responsibility for services which are not included in the agreed holiday package (for example, optional excursions, tours or activities you arrange separately or pay for direct to a third‑party supplier), as they do not form part of your contract with us. If you experience a problem with a service that is not part of the package, you should take the following steps.

• If possible, you must discuss with the third-party service provider any issues which could give rise to a complaint. You must do this as soon as possible and before taking your complaint further through other channels.
• If the issue is not dealt with immediately, you should tell one of our representatives on board the ship, a member of the hotel management or our Destinations Manager, as appropriate.
• If the matter cannot be dealt with quickly by following the steps above, you must send us your complaint in writing as soon as possible.
• We will take reasonable steps to help you find a solution to your complaint, either by contacting the third-party service provider on your behalf or by putting you in touch with them.
• If these steps do not lead to a solution that you find acceptable, you are responsible for taking the matter further. You should do this direct with the third-party service provider.
• To avoid doubt, nothing in this clause 10.9 should be taken as us admitting or accepting liability for the circumstances giving rise to a complaint against a third-party service provider.

11.1 If you feel unwell during your cruise, we strongly advise you to ask for medical help early to allow time for any necessary care arrangements to be made. If you refuse to follow medical instructions, we may ask you to leave the ship. If this happens, you will have to pay all costs involved and will not be entitled to a refund or be allowed to make any future bookings with us.

11.2 Our ship’s medical facilities operate as a private healthcare service, meaning you have to pay fees for medical care, medications and supplies. We will give you an itemised bill, which you will need to use to claim costs from your travel insurance provider. If you do not pay a fee when it is due, we may cancel any future bookings you have made. We may also take any outstanding amounts from any refunds or other payments we owe you.

11.3 The ship’s doctor is a GP with a background in emergency medicine. Our facilities are designed for basic medical care, not for ongoing or extensive treatment, and are not as advanced as those in a land-based hospital. The ship carries medical supplies based on the requirements of the country it is registered in (its flag state). We and the ship’s doctor are not responsible if it is not possible to treat a specific medical condition or meet your care needs on board the ship.

11.4 If you become ill or are injured, you may have to stay in your cabin or the ship’s medical centre or take other measures to protect yourself and the health and safety of everyone on board the ship. You may need to leave the ship to receive medical care, for example in a hospital. The ship’s doctor will have the final say as to whether you are fit to continue travelling.

11.5 We do not guarantee the quality of medical services at any port, as standards vary. Once you leave the ship, your travel insurer and their assistance company are responsible for arranging your medical care and transport home, including flights if needed. We strongly recommend you make sure you are fit to travel and have told your travel insurer about any pre-existing medical conditions before travelling to avoid any problems with your insurance. We cannot provide a crew member to accompany you to receive medical care off the ship and we cannot delay the ship’s departure. Our head office will offer reasonable remote support (for example, advice given over the phone) where possible. If you have to leave the ship for medical reasons, we may charge an assistance fee.

11.6 If you need ongoing care or supervision during your cruise, you must arrange and pay for this yourself. We do not provide one-to-one care, carers for physical or mental-health conditions, or respite services (to give carers a break from caring). We also do not provide assistants to push wheelchairs.

11.7 We and the port health authorities may ask you to fill in a health questionnaire before you board. You must provide honest information about any illnesses, including symptoms of gastrointestinal or respiratory illnesses and similar conditions. If you refuse to fill in the questionnaire, you will not be allowed to board.

11.8 If you are pregnant, you must tell us and provide a letter from your doctor or midwife confirming your due date and that you are fit to travel. If you will be more than 24 weeks pregnant on the departure date, you will not be allowed to board. We will not offer alternative travel arrangements if this happens.

11.9 Medical cannabis, CBD and cannabis-based products are not legal in all the destinations we visit. If you are taking one of these medications, please email us at [email protected] at the time of booking to discuss what you will need to do to make sure your medication is allowed throughout your trip. Only prescribed and regulated medications will be considered. Only products that you get on prescription are allowed on board our ships.

12.1.If you need to use a wheelchair or scooter, you must book an accessible or partially adapted cabin.

12.2.  If you have reduced mobility and may need help to reach the agreed meeting point in an emergency, please tell us at the time of booking so we can assess your needs and make reasonable arrangements. If, following our assessment, we reasonably believe that you could not be evacuated safely without more help than we can provide, we may ask you to travel with a companion who can help you. If you choose not to travel with a companion to help you, and we decide it would not be safe for you to travel, under safety regulations we may refuse to let you board. If this happens, we will offer you a refund or suitable alternative as long as you told us about your needs at the time of booking.

12.3 Mobility aids

12.3.1 At the time of booking, you must tell us about all mobility aids that you use, including wheelchairs, scooters and walking frames (with or without wheels). We limit the number of mobility aids allowed on our ships for safety reasons and you may not be allowed to bring a mobility aid on board if you did not tell us about it when you booked your holiday. If this happens, we may not allow you to board and we will not pay any compensation, refund or out-of-pocket expenses.

12.3.2. Each guest can bring one mobility aid on board our ships, as long as we have space to store it safely.

12.3.3 Mobility scooters and wheelchairs (maximum length 120cm and maximum width 65cm) must be stored in accessible or partially adapted cabins (if available), to make sure they can be stored safely and to keep emergency routes clear. Only mobility aids powered by gel, dry cell, sealed lead acid or lithium-ion batteries are allowed on our ships, and the batteries must meet all safety standards that apply. If you want to bring a mobility aid on your holiday, please tell us at the time of booking so we can confirm that you can bring it and allocate an appropriate cabin for you.

12.3.4 Due to health and safety regulations, you cannot take wheelchairs and scooters weighing more than 25kg off the ship at any port we call at unless an air-bridge is used to leave and board the ship or the mobility device can be dismantled. If your device can be dismantled, each individual part must not weigh more than 25kg and you or someone you are travelling with must dismantle and reassemble it. 

12.3.5 You must store your mobility aid inside your cabin and make sure it does not block any exits. If you have a scooter or wheelchair, you must drive at safe speeds.

12.3.6 You can charge your mobility scooter or motorised wheelchair in your cabin. (Up to 110–220v, 60Hz. Check with the manufacturer if you are not sure of the power of your scooter or wheelchair.)

12.4 Getting around and on and off the ship

12.4.1 You may find getting around the ship difficult due to thresholds, narrow passageways, steps or uneven surfaces. Crew members cannot lift or carry you on, off or around the ship under any circumstances.

12.4.2 We cannot guarantee there will be level gangways at any port. Only lightweight, collapsible wheelchairs are allowed on tender boats (small boats used to carry guests from the ship to port, and back again, if necessary).

12.4.3 If you need special assistance, you must ask for this at least 48 hours before departure. We may refuse to let you board if we cannot be sure of your safety.

12.4.4 You are responsible for arranging insurance to cover your mobility aids and any damage or injury they cause, including injury to other guests or crew members.

12.5 Health and fitness to travel

12.5.1 You must keep to our General Mobility Policy, which is available on our website at www.fredolsencruises.com/legal/mobility-policy.

12.5.2 We may ask you for a health and accessibility declaration up to 90 days before the departure date. If you do not provide any of the information we ask for, your tickets may be delayed or we may not allow you to board.

12.6 Other accessibility needs

• Hearing or sight difficulties: You must tell us about any hearing or sight difficulties at the time of booking. You should be able to travel independently, with an assistance dog (if this is allowed), or with an able-bodied companion. Tours of the ship to find out where the dining room, lounges, medical centre and so on are (orientation tours) and Braille signs are available.
• Assistance dogs: You can bring your assistance dog on board our ships as long as the law, the itinerary and DEFRA requirements allow this. If you are allowed to bring your dog, you are responsible for it at all times.
• Hidden disabilities: You should tell us about any hidden disabilities at the time of booking or as soon as possible if the condition arises after booking. We recognise sunflower lanyards on board our ships.
• Learning disabilities: If you need care at home to help with a learning disability, you must travel with a companion who can provide the same level of support.
• Communication needs: You must tell us if you need to use a translation or communication device. Crew members can provide directions but not ongoing communication support.

13.1 Prices quoted in our brochure for fly-cruises include specially negotiated airfares, which may not always be available at the time of booking. If the agreed fare is not available at the time of booking, we may withdraw the fly-cruise option or we may offer you a different flight at an additional cost. Upgrades from economy class and advance seat selection depend on  availability and may not be possible on all flights. Aircraft arrangements sometimes change. If an airline cannot honour an upgraded or prepaid seating arrangement, you will receive a refund of any additional costs you paid for this. For more information about deposits and cancellation fees relating to flights and fly-cruises, please see section 5.

13.2 All published itineraries are based on current airline schedules or our dedicated flight programme at the time of booking. Airlines may change their schedules before the departure date. We will tell you about any changes as soon as possible. The airline operator, route and aircraft type may not always be confirmed at the time of booking. We aim to provide convenient flight connections, but it may not be possible to avoid some waiting times at connecting airports.

13.3 Your travel documents will provide final confirmation of flight times and routes, and you will usually receive these approximately seven days before the departure date.

13.4 If a flight is cancelled or there is significant delay, or if the airline refuses to let you board or downgrades you, this may be covered by the Denied Boarding Regulations 2004. If so, you must claim any compensation you are entitled to direct from the airline. Any payments you receive or are entitled to receive under these regulations will be the only compensation or payment you are entitled to for the inconvenience, including for any connected travel arrangements that are affected.

13.5 If a flight is cancelled due to a delay, this does not automatically give you the right to cancel any other arrangements, even if those arrangements were booked together. The airline concerned is responsible for paying any compensation or refund you are entitled to under the Denied Boarding Regulations.

13.6 If you ask for regional flights to or from an airport we don’t usually use, we may refer your booking to Fred. Olsen Travel Ltd (ABTA number Y0128) or another travel provider we work with to complete the booking or arrangements. If this applies, the contract will be between you and Fred. Olsen Travel Ltd or the relevant travel provider.
13.7 If your cruise booking does not include flights, you are responsible for arranging suitable travel to make sure you arrive in good time for your cruise, including any necessary transfers. We are not responsible for any delays, losses or issues arising from travel that you have arranged.

13.8 You are responsible for making sure you check in on time for all parts of your holiday, including outbound and return flights, as well as any connecting services. We will not be responsible for missed departures, cancellations, or any related costs. You may have to check in direct with the airline, including if you are travelling on our dedicated flight programme.

13.9 If you will be travelling independently or through another organiser, choose not to use flights that we have arranged, or want to get on or off the ship at different ports to the ones we have scheduled, you must get off the ship between 9am and 9.30am on the day you are due to leave the ship, or earlier if we or the local authorities ask you to.

13.10 You are responsible for checking and keeping to the airline’s baggage allowance. You must pay any charges that apply if your luggage is over the weight or size limits.

13.11 You are responsible for keeping up to date with the latest health, travel and entry requirements for all countries included in your itinerary. This includes making sure your passport is valid for the required time and that you have all necessary visas. We will not be responsible if you cannot travel due to not meeting any travel, health, immigration, passport or visa requirements.

14.1 If you find that the cruise is not for you within a couple of days of sailing, please tell the guest services team on board the ship. Under our satisfaction guarantee, we promise to arrange and pay for your flight back to the UK from the next port, and refund the cost of your cruise. 

The satisfaction guarantee does not apply to the following.

• Stays before your cruise
• Holidays which last no longer than four nights
• Bookings made less than 12 weeks before the departure date
• Cruises booked through tour operators, even if we operate the cruise

14.2 If you want to use the satisfaction guarantee, you must tell the ship’s guest services team within 48 hours of the ship leaving the original port. We will book you a flight back to the UK (or arrange other travel for you if we decide this is more appropriate). The flight we book for you may not be to your local airport.

14.3 We will only refund the cost of the cruise. You must pay any other expenses or costs. We may decide to cover the costs initially then deduct them from the cruise refund.

14.4 We will only cover the cost of returning one suitcase per guest, up to a weight limit of 10kg. We may keep any additional luggage on board until the cruise returns to the port you were scheduled to end your holiday at, and then ship it to your home address.

15.1 If you are sailing from and to a UK port, the total luggage allowance is 90kg per guest. No single piece of luggage should weigh more than 20kg.

15.2 On fly-cruises, your luggage allowance will be restricted by the airline. Please check your confirmation invoice from us and flight ticket for confirmation of the allowance. 

You will be responsible for paying any excess luggage charges set by the airline.

16.1 From time to time, we may offer add-ons to the basic holiday booked under these conditions. Add-ons might include excursions, spa products and shuttle bus tickets. Unless we tell you otherwise, these terms and conditions will apply to any add-ons. However, additional or different terms and conditions might apply to certain add-ons and, if so, will be available on our website at www.fredolsencruises.com/legal/policies. There may be an additional charge for any add-ons we offer.

16.2 We may sometimes run special offers. These terms and conditions will apply to any special offers unless the terms and conditions of the special offer tell you otherwise. If there is a difference in the terms and conditions of the special offer and these terms and conditions, the terms and conditions of the special offer will apply.

16.3 If possible, the premium drinks package will include selected beers and ciders, wines, spirits, cocktails, soft drinks and juices. Certain products are not included in the package. Please visit our website for further information.

16.3.1 House spirits will be served in single measures and no more than one drink per person can be ordered in each transaction.

16.3.2 The quantity of drinks we can carry on board any ship is limited and depends on the size of the ship. This means that certain drinks included in the premium drinks package may be unavailable from time to time. You will not be entitled to a refund if this happens.

16.3.3 We will not issue any refunds if you choose not to drink the drinks that are included in your drinks package, whether this is because you feel it wasn’t financially worthwhile and ask for a refund after the cruise has started, or for any other reason.

17.1 We act as an agent for the local tour providers, and different terms and conditions apply for tours and excursions. For more information, visit here

17.2 Tours need a minimum number of people in order to go ahead. If any tour cannot run because of low numbers, we will refund any money you have paid for the tour.

17.3 We will not pay any refund for land tours that take place before or after a cruise once we have paid the full payment for the land tour to the tour provider.

18.1 You will need to give us certain personal information to enable us to provide your holiday. We will handle your personal information in line with the UK General Data Protection Regulation and the Data Protection Act 2018. You have certain rights relating to your personal information, including the right to access it, correct any mistakes, ask us to delete it, and restrict and object to us processing it. For full details, please see our Booking and Marketing Privacy Notices, which form part of your booking and which you can read here

18.2 We may use your personal information for marketing purposes, in line with our Marketing Privacy Notice. Any marketing communication you receive from us will tell you how you can opt out of further communications.

19.1 Any dispute or claim arising out of or in connection with these terms and conditions (including non-contractual disputes or claims) will be governed by and decided in line with English law.

19.2 You and we agree that the courts of England and Wales will deal with any dispute or claim that arises out of or in connection with these terms and conditions (including non-contractual disputes or claims).

19.3 Unless we tell you otherwise in these terms and conditions, a person who is not named in the booking will have no rights under or in connection with the booking under the Contracts (Rights of Third Parties) Act 1999.

20.1 No changes to these terms and conditions will be effective unless they are in writing and signed by us.

20.2 If any of these terms and conditions is not valid or cannot be enforced, this will not affect the other terms and conditions, which will continue to apply.