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Frequently Asked Questions

We have listed our most frequenly asked questions and answers about travelling with Imagine Holidays. Please pick a category that best suits your enquiry.

Documentation and Tickets

Q: WHEN WILL I RECEIVE MY BOOKING CONFIRMATION?

A: All confirmation and receipts will be sent out within 24-48 hours from when the booking was made.

If you have not received these documents within this timeframe, please contact the Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au to follow up for you.

Please note, if you are requiring your documents to be posted, you may receive them outside of the usual 24-48 hours from the time of booking.

Q: MY CONFIRMATION IS INCORRECT, HELP?

A: As a passenger, you have a responsibility to check that all the information is correct on your documents.
Please contact the Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au immediately so we can ensure that the relevant operators have the correct information.

Q: I HAVE MOVED, DO I NEED TO INFORM YOU?

A: We will require this information to be put into writing from the lead passenger, along with your full name, reference number and new address details. Please email us at customersupport@imagineholidays.com.au

Q: WHEN WILL I RECEIVE MY TICKETS?

A: Tickets will be sent via email between 2-3 weeks prior to departure. Please ensure that you log on to your cruise line’s website and complete all the pre-cruise information that they require to enable us to access your tickets in a timely manner. This can be completed in the ‘Manage My Booking’ section on the relevant Cruise line website.

Please note, if you are requiring your tickets to be posted, you may receive them outside of the usual 2-3 weeks prior to departure.

Q: I’VE LOST MY TICKETS – HELP?

A: All documentation is stored on 'Manage My Booking' for you to download.

Alternatively, you can contact the Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au and we can resend them to you.

Q: I AM PART OF THE CRUISE LINE OR AIRLINE MEMBERSHIP SCHEME, HOW DO I NOTIFY YOU?

A: At the time of booking, please provide your membership number to our sales advisor. Alternatively, you can also contact our customer support team after the booking has been confirmed and advise these details.  We will then advise the relevant cruise line or airline, so you don’t miss out on any benefits

Q: HOW DO I GET EXTRA LUGGAGE LABELS?

A: Imagine Holidays will send you the cruise line’s luggage labels (if they are provided) with your tickets. If you require more luggage labels please contact our Customer Support Team by phone on (07) 3558 9874, or email customersupport@imagineholidays.com.au who will be able to send you some more.

Q: THERE ARE NO FLIGHT TICKETS IN MY DOCUMENTS, WHAT DO I DO?

A: Physical flight tickets are not required at the check-in desk for your flights; as long as you have your valid ID and flight reference you will be able to board without any issues. The flight references are provided on your final documents which you will receive prior to travel.

Q: WILL I GET PHYSICAL TICKETS?

A: You will be sent travel documents that are required for you to travel on your holiday; once you receive these, please print these and carry them with you as your physical tickets. These are known as e-tickets.