Cruise1st Australia Customer Support

Frequently Asked Questions

General Questions

Your cruise line reference number is located on your Booking Confirmation and Itinerary bolded in RED under the Cruise Details section.

Your cabin number is listed on your Booking Confirmation and Itinerary under your Cruise Details. Please note that if your cabin number states GUAR or GTY, the cruise line will allocate your cabin number at random anywhere up until the day of your sailing.

If you have booked a guarantee cabin, the cruise line may allocate your cabin at any time up to a week prior to departure. You may be able to indicate a cabin preference on a guarantee cabin booking earlier, however you will be required to pay an upgrade fee to secure your preferred cabin. If you have booked a guarantee cabin and would like to pay an upgrade fee to secure a preferred allocation, please email us from contact us page.

On most Cruise lines the currency is USD, however it can vary, please see list below:

  • Royal Caribbean: USD
  • Celebrity: USD
  • Azamara: USD
  • Princess: USD
  • P&O Australia: AUD
  • Carnival Australia: AUD
  • Carnival International: USD
  • Holland America: USD
  • Norwegian: USD
  • Cunard: USD
  • Dream Cruises: SGD
CRUISELINE QUESTIONS

Information about ship amenities will be available on the cruise lines website after you complete your online check-in. Otherwise to upgrade a part of your booking, please email us from contact us page. For more information about your time on board, visit our Guide to Cruising.

To book an accessible cabin, we recommend you contact us on 1800 633 300 and complete your booking over the phone. You can also submit an online enquiry form and a member of our team will get in touch to complete your booking. You cannot confirm an accessible cabin online.

You can make a booking online on a guarantee promotion, however you will need to contact us immediately from contact us page or 1800 633 300 and Cruise1st will process a request for an accessible cabin with the cruise line directly. If an accessible cabin cannot be confirmed or allocated, we will provide a full refund.

Please note to allocate an accessible cabin, the cruise line may require a special needs form be completed or additional information provided prior to confirmation.

A guaranteed cabin is a cabin booked without a specific cabin allocation. Booking a guaranteed cabin, for example a guaranteed inside will ensure that you receive a cabin in that category or higher. Your cabin will be allocated to you prior to your cruise but you have no say on the cabin’s position or deck. Your cabin allocated can be anywhere on the ship (Forward, Midship or Aft and on any deck)

Your cabin may be assigned almost instantly even if this is months prior to your sail date. It is equally possible that your cabin will only be assigned a few weeks or even days before you sail. Although unlikely, it is not unheard of to have a guaranteed cabin allocated on the day of departure.

Making a Booking

Visit our online Booking Guide, or if you’d like the help of one of our friendly cruise specialists, select enquire online and complete our online form.

Our Cruise1st booking terms and conditions can be found online and are contained in our important information email sent when you make a booking. Please read our T&Cs carefully as these apply to all bookings made through one of our travel consultants and on our website. Click here to read our booking terms at any time Additional supplier conditions may apply to components of your package, such as cancellation penalties or non-refundable deposits. Supplier terms are outside the control of Cruise1st as your booking agent, and cannot be waived by a member of our team.

We aim to provide all travel documentation 3 weeks prior to departure. While we may be able to provide documents earlier, many suppliers do not make final documents available to us until closer to departure.

If you need to change or cancel your booking, please email us from here. Some components of your booking, including the cruise, may be non-changeable and non-refundable. In the event your booking can be amended, our customer support team will email you a quote and details of the requested changes. Cruise1st fees will apply in addition to any supplier penalties.

If you need to have your documents posted, please let us know by emailing us from contact page. You may contact us by post at Level 2, 157 Walker Street, North Sydney NSW 2060

CANCELLATIONS AND REFUNDS

Cancellation fees vary for each booking and are subject to supplier penalties. Cruise1st will charge a $300 per person cancellation fee, however each supplier may charge their own fee.
If you choose to rebook with Cruise1st we will reduce our $300.00 per person cancellation fee to a $50.00 per person rebooking fee.

It depends on what you have booked, please contact our Customer Support Team on 1300 633 300 to discuss the fees of your booking. Some important information to know before calling:

  • Name changes are not possible with Airlines
  • Cruise lines will charge a minimum of $50.00 per name change
  • If you are changing a name on a Cruise element, one original passenger must remain in the booking.
  • Each supplier implements their own name change fees and these vary depending on when the name change occurs.

 

Our Cruise1st booking terms and conditions can be found online and are contained in our important information email sent when you make a booking. Please read our T&Cs carefully as these apply to all bookings made through one of our travel consultants and on our website. Click here to read our booking terms at any time.

Additional supplier conditions may apply to components of your package, such as cancellation penalties or non-refundable deposits. Supplier terms are outside the control of Cruise1st as your booking agent, and cannot be waived by a member of our team.

If you need to change or cancel your booking, please email us via contact page. Some components of your booking, including the cruise, may be non-changeable and non-refundable. In the event your booking can be amended, our customer support team will email you a quote and details of the requested changes. Cruise1st fees will apply in addition to any supplier penalties.

Refunds can take up to 12 weeks, this is because we need to wait for all funds to be received back from the suppliers.

We will issue you refund back to your method of payment (Visa, MasterCard, AMEX or bank transfer)

TRANSFER QUESTIONS

We have a dedicated transfers team who can quote via email all your transfer needs. For a competitive quote, please contact them via contact us page

We offer all transfer needs for your holiday, whether it be from the Airport to your hotel or from your hotel to the cruise port. We offer Private and Shared Shuttle transfers where available. Please note that in some instances Shared Shuttle services are not available.

Your transfers will be added onto your Cruise1st booking, you can pay by any of our options listed in our “Payment” section.

MAKING A PAYMENT

Our payment options are:

  • Over the phone with Visa, MasterCard or AMEX
  • On our website with a Visa, MasterCard or AMEX
  • ia a bank transfer
  • Post a Cheque

When paying with a Visa, MasterCard or AMEX there is the below surcharges over the phone and on our website:

  • Visa/MasterCard: 1.25%
  • Amex: 2.75%

When paying via Bank Transfer, our details are:

Account Name: Cruise1st Australia PTY LTD
Account BSB: 082 057
Account Number: 405 501 399

If you are posting Cheque, please post it to:

Cruise1st Australia
Level 2, 157 Walker Street
North Sydney NSW 2060

We offer all transfer needs for your holiday, whether it be from the Airport to your hotel or from your hotel to the cruise port. We offer Private and Shared Shuttle transfers where available. Please note that in some instances Shared Shuttle services are not available.

Your final payment is due 15 weeks prior to departure. If you have booked within this time, your Sales Consultant will ask for full payment at the time of booking.

In some cases, we are able to extend your final due date, please contact our Customer Support Team on 1800 633 300 or from contact page. Please note that in some cases we are unable to extend the due date as we need to meet the payment dates of suppliers to avoid cancellation of your booking.

VISAS AND PASSPORT QUESTIONS

Yes, there is requirement for a Visa when visiting China. Cruise1st do not organise visas. For all your visa needs, please contact the Visa Machine or your local Chinese Embassy.

Visa costs vary from country to country. Please visit check the prices with the Embassy of the country you are travelling to.

Some countries that require a visa for entry will be organised by the cruise line for you. To check if they do, please visit the Cruise lines website and their information.

DOCUMENTATION

We aim to provide all travel documentation 3 weeks prior to departure. While we may be able to provide documents earlier, many suppliers do not make final documents available to us until closer to departure.

If you need to have your documents posted, please let us know by emailing us via contact page. You may contact us by post at Level 2, 157 Walker Street, North Sydney NSW 2060.

For all our China tours, we aim to email out all documents required for your Visa application approximately 45 days prior to departure.

You can contact our Customer Support Team via contact page or by calling us on 1800 633 300 for all documentation and discrepancies.

For cruise lines such as Princess, Carnival and Cunard their online check in is compulsory and this must be completed before your documents are issued. These documents are printable straight from your online check-in and will not be sent by Cruise1st.

AIRLINE QUESTIONS

Simply email our Customer Support Team from contact page to add these to your booking.

Cruise1st does not allocate specific seating on flights. To do this, you can simply log onto your travelling airlines website and manage your booking with your Airline reference number. Some airlines will charge to pre-select seats.

Please note that some airlines do not allow pre-selection of seats, however this can still be done upon check in at the airport.

CONTACT US

Call us on 1800 633 300 or email us from contact page.

Our team of cruise specialists are available for new booking and quite enquiries from 9am – 7pm weekdays and 9am – 5pm weekends. If you already have a booking, our customer support team are available 9am – 5pm weekdays.

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