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: Your tickets will be sent via email no later than 14 days prior to departure. This will include flight references, information for any hotels, transfers or tours, and any other extras you may have booked with us, along with our emergency contact details. 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 slightly later than the usual 2 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.

Q: WHEN DO I HAVE TO PAY FOR MY HOLIDAY?

A: The full balance is required no later than 17 weeks prior to your departure date. Depending on your holiday, additional instalments can be due between your initial deposit and final payment, please check your confirmation invoice as this will list any payments due.

Q: HOW DO I PAY FOR MY HOLIDAY AND CAN I PAY THE BALANCE OF MY CRUISE BEFORE THE DUE DATE?

A: You can make payments towards your holiday whenever you wish.

• You can pay for your booking online: simply visit Manage my booking. Enter your Booking Reference Number, lead passenger's name and date of birth.
  
  
• To pay over the phone, please call our Customer Support Team (Monday to Friday 9am - 5pm) on (07) 3558 9874 who will take the payment using our secure payment system. 

Please note payments by Credit Card are subject to a handling fee: 1.5% Credit card – 2.5% American Express card. There is no charge for payments made via a Debit card. 

• To pay via bank transfer: 
  If you have an IMA Booking Reference Number - Please forward your payment to 
                        Westpac Banking Corporation
                        BSB: 034215    Account number 717 549
                        Account name: Imagine Cruising Pty Ltd 
                        Reference: your IMA Booking Number 
  
  If you have an HPL Booking Reference Number - Please forward your payment to 

                 Westpac Banking Corporation 
                 BSB: 036 011    Account number 573 642
                 Account name Imagine Cruising WA PTY Ltd 
                 Reference: your HPL Booking Number 

Q: ARE THERE FEES INVOLVED WITH PAYING FOR MY HOLIDAY?

A: Payments by Credit Card are subject to a handling fee:
1.5% Credit card
2.5% American Express card.
There is no charge for payments made via a Debit card or Direct Debit.

Q: WHY HAVE I BEEN CHARGED A CREDIT CARD FEE?

A: Credit cards charge merchant fees to help cover the costs of processing credit card transactions between the customer's bank, the merchant's bank and the credit card network provider (e.g. Visa, Mastercard or American Express).

Q: CAN I USE POINTS TO PURCHASE FLIGHTS WITH YOU?

A: Unfortunately, we do not have access to book flights using points. In some cases under certain conditions, we can remove your flights and you can book these yourself.

Please note, that if you do decide to book your own flights separately this may affect some of the transfers on your booking as they are booked alongside our group flights.

Q: CAN I GET A SENIORS DISCOUNT?

A: As we get such discounted rates from our suppliers none of our holidays are able to have seniors discount applied. We endeavour to provide the best prices to our customers and pass on any savings we can do.

Q: WHEN WILL I GET A REMINDER FOR WHEN MY PAYMENT IS DUE?

A: We will send you a reminder email to advise that your full balance will be due 2 weeks later.

 

Q: WHAT IF I AM PREGNANT?

A: Most airlines will not allow you to travel after your 36th week of pregnancy, or the 32nd week if you’re pregnant with twins or multiples. Speak to your GP or midwife before you travel. Cruise lines have separate regulations to airlines, so please inform us immediately and we can advise you accordingly.

Q: HOW DO I ARRANGE WHEELCHAIR OR LIMITED MOBILITY ASSISTANCE AT THE AIRPORT & CRUISE PORT?

A: If you require embarkation and disembarkation assistance, this must be arranged before your departure date. To arrange assistance please contact our Customer Support Team who can take full details of the assistance required and advise the cruise line &/or Airline accordingly.

Q: I HAVE MEDICAL REQUIREMENTS HOW DO I INFORM THE AIRLINE & CRUISELINE?

A: We strongly advise, If you're travelling with any medication , you may need to carry a medical certificate. Make sure that you check the consulate website of the countries you are visiting before you go and carry all medication in your carry-on baggage.  You may need to show this medical certificate to clear airport security in many airports. If you require oxygen concentrated cylinders or medical sharps you must advise us at the time of booking so we can advise the airline and the cruise line so the necessary support is provided.

Q: WILL I GET SEA SICK?

A: Most modern cruise ships are equipped with stabilisers that eliminate much of the motion that causes seasickness. We would suggest you consult your GP or local Pharmacist for a remedy if you’re susceptible to motion sickness.

Q: I HAVE DIETARY REQUIREMENTS HOW DO I INFORM THE AIRLINE/CRUISE LINE?

A: Airlines & cruise lines generally cater for any dietary requests such as low fat, low sugar, dairy free, gluten free, wheat free and vegetarian diets. If you have any of these intolerances, other allergies or requirements please inform us immediately.

Q: WHAT DO I DO IF I REQUIRE ASSISTANCE WITH MY MOBILITY?

A: Please contact the Customer Support team as soon as possible on (07) 3558 9874 or on customersupport@imagineholidays.com.au to complete a mobility questionnaire to ensure we appropriately accommodate your mobility requirements on your holiday. Any changes to your mobility prior to travel must be advised as soon as possible as it may affect your ability to proceed on your scheduled holiday. We may be able to make alternate arrangements to accomodate your mobility changes and it may be at your own cost.

Q: WHAT DO I DO IF I HAVE ANY SPECIAL MEDICAL EQUIPMENT/REQUIREMENTS/MEDICATION?

A: Please contact the Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au so we can note your special requirements/equipment. We will look into and advise of the logistics for your travel with your specialised medical equipment/requirements/medication.

Q: WHAT DO I DO IF I HAVE ANY SPECIAL MEDICAL REQUIREMENTS?

A: If you're travelling with any medication, you may need to carry a medical certificate to carry these with you.

For International Travel, please make sure that you check the consulate website of the countries you are visiting before you go and carry all medication in your carry-on baggage. You may need to show this medical certificate to clear airport security in many airports.

If you require oxygen concentrated cylinders or medical sharps you must advise us at the time of booking so we can advise the airline and the cruise line so the necessary support is provided.

Q: WHAT DO I DO IF I HAVE ANY DIETARY REQUIREMENTS?

A: Please contact the Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au so they can note your requirements with our suppliers who can generally cater for any dietary requests. These include but are not limited to low fat, low sugar, dairy free, gluten free, wheat free and vegetarian diets. If you have any of these intolerances, other allergies or requirements please inform us immediately to ensure we keep you safe on your holiday.

 

Q: WHERE DO I FIND MY FLIGHT BOOKING REFERENCE?

A: Once your flights have been confirmed, you can find your airline booking reference on your booking confirmation invoice or on your travel documents. Please see below for some examples of how to find this:

On your confirmation invoice:

On your Customer Travel Document:

Q: HOW DO I REQUEST OR PRE-BOOK MY SEATS?

A: Most airlines will allow you to select your seats in advance, however, it is likely there will be additional charges from the airline to do so. Certain types of seating requests such as extra legroom and exit row seats will also most likely incur additional charges from the airline. Every effort will be made to fulfil these requests; however, seating is subject to availability and can be changed by the airline at any time.

Additional charges will depend on the airline, the seat you’re choosing and if you’re flying economy, premium economy, or business class. In most cases, the airline will allow you to select and pay for these seats online via their website. We can provide your airline booking reference so you can do this.

If the flights in your package are being booked on a group flight allocation, you will not be able to pre-book seats or check-in extra baggage online. We recommend you check-in at the airport as early as possible to request the seats you would like

If your flights are not booked on a group flight, you can usually check-in online 24–48 hours prior to departure and select seats at this stage. Seating can be done via the manage my booking section of the airline’s website – in some cases this can only be done 24–48 hours before departure.

Q: HOW DO I BOOK EXTRA LEGROOM OR EXIT ROW SEATS?

A: Extra legroom normally must be requested at the airport check-in desk, although it is advisable to contact the airline before you travel. Please note, seating requests such as extra legroom and exit row seats will most likely incur additional charges from the airline.

Q: HOW DO I UPGRADE MY FLIGHT?

A: Please contact our Concierge team on (07) 3558 9875 or email concierge@imagineholidays.com.au and they will be more than happy to help.

Q: CAN I UPGRADE MY FLIGHT USING MY PREFERRED AIRLINE REWARD PROGRAM POINTS?

A: You will need to contact the airline directly to arrange any upgrade using your preferred airline reward program points. Imagine Holidays will primarily book flights using special wholesale airfares and the number of points you’ll need depends on the fare purchased and the distance you’re travelling. Airlines often have restrictions on the availability of flights, with blocked out periods and limited seats for customers wishing to exchange their points for a flight. 

Redeeming your points can be carried out over the phone or online in most cases with the airline directly.

Q: HOW DO I APPLY MY MEMBERSHIP DETAILS TO MY TRAVELS I.E. FREQUENT FLYER, VIRGIN VELOCITY?

A: At the time of booking, please provide your membership number to your sales advisor.
Alternatively, you can also contact our Customer Support team on (07) 3558 9874 or email customersupport@imagineholidays.com.au after the booking has been confirmed and advise these details. We will then advise the airline or relevant cruise line, so you don’t miss out on any benefits.

Q: WHAT IS MY LUGGAGE ALLOWANCE?

A: Your luggage limit is dependent on the specific airline and fare you are booked on. Your luggage allowance will be detailed on your booking confirmation and your tickets. Please note, some internal domestic flights may have a lower weight allowance than your international flights – make sure you pack to travel with the most restrictive luggage allowance in mind to avoid excess baggage charges.

On your confirmation invoice:

On your Customer Travel Document:

Q: WHEN DO I NEED TO CHECK-IN FOR MY FLIGHT?

A: If you are travelling on an Australian domestic flight, you must check-in a minimum 1-2 hours before departure.

For internal European and USA domestic flights, we recommend a minimum 2 hours before departure. 

For all international flights, we recommend a minimum 3 hours before departure.

Q: WILL MY LUGGAGE BE CHECKED ALL THE WAY THROUGH TO MY FINAL DESTINATION IF I AM FLYING FROM A DOMESTIC AIRPORT?

A: If you are on an indirect flight with a domestic connection, you may need to collect your bags and recheck in for your next flight – please ask at check-in if your bags will be checked all the way through to your final destination.  With all flights going via or to the USA, you will need to collect your bags and clear immigration upon your first entry point into the USA. If it is a transit only, then you do not clear customs, instead you would go to the transfer desk to recheck your luggage before proceeding to your next gate.

Q: WILL MY CHILD HAVE A SEAT ON THE PLANE?

A: Infants are classed from 0–2 years, and they are required to sit on a parent’s lap during the flight. Seats can usually be purchased for infants at a special rate.

Q: ARE MY FLIGHTS DIRECT?

A: If you specifically want direct flights, we recommend you mention this at the time of booking. At the time of booking your sales advisor will advise you if the flight is direct or indirect. All flights are subject to change until they have been ticketed. We are unable to guarantee that the package flights will be direct.

Q: WHEN WILL MY FLIGHTS BE CONFIRMED?

A: We typically book our flights 6–9 months prior to departure, however, this can change dependant on circumstances. We will always attempt to secure the best flights and prices that we can, however in some instances, we may offer alternative travel dates, times, routings, or airlines.

Q: CAN I CHANGE OR CANCEL MY FLIGHTS ONCE BOOKED?

A: If you want to change or cancel your flight booking, once airline tickets have been issued, class upgrades, name changes, voluntary date or schedule changes will incur fees.

Please note, if you change, cancel, or remove flights allocated in your package, any transfers included in your package may no longer be applicable, as you will be deviating from the group. Our Concierge team on (07) 3558 9875 or email concierge@imagineholidays.com.au can assist you with purchasing new transfers, or you can make your own way to/from the airport.

Q: HOW DO I ARRANGE WHEELCHAIR OR LIMITED MOBILITY AIRPORT ASSISTANCE?

A: Assistance can be arranged before your departure date. To arrange assistance please contact our Customer Support team on (07) 3558 9874 or email customersupport@imagineholidays.com.au, and they can take full details of the assistance required and advise the airline accordingly.

Q: I HAVE MEDICAL REQUIREMENTS – HOW DO I INFORM THE AIRLINE?

A: We strongly advise you to carry any medication you require in your hand luggage. Airport security requires a doctor’s note to show the medication you are taking when going through security so please advise us if this is the case. If you require oxygen concentrated cylinders or medical sharps you must advise us at the time of booking, so we can advise the airline and the cruise line, so the necessary support is provided.

Q: I HAVE DIETARY REQUIREMENTS – HOW DO I INFORM THE AIRLINE?

A: Airlines do cater for dietary requests such dairy free, gluten free, wheat free and vegetarian. If you have any special dietary requirements, intolerances, or allergies please inform us immediately, and we can advise the airline accordingly.

 

Q: WHAT IS MY CRUISE ITINERARY?

A: Log on to our website and you can re-visit your itinerary route.

Q: WHAT ARE THE DINING ARRANGEMENTS ON BOARD?

A: At the time of booking you will have a choice of first or second sitting, however, this is only a request and never guaranteed. First sitting is normally around 6.15pm and second sitting around 8.15pm. Table sizes vary from 2, 4, 6, 8 or 10. When you arrive on board you can speak to the maître d' if you wish to amend your dining arrangements. Many cruiseline now offer flexible dining options, meaning you do not have to be fixed to a set dining schedule. Please speak with one of the team for more infirmation on yoyr chosen cruiseline.

Q: WHEN DO I BOOK MY SHORE EXCURSIONS?

A: Shore excursions are able to be booked online through the “manage my booking” or “Cruise personaliser”  link on the cruise lines website.  If you need help with booking your excursions, please contact our customer support team. Alternatively, you are able to book shore excursions on board, though to avoid disappointment we would advise you to pre-book them prior to departure.

Q: HOW CAN I ADD A CELEBRATION PACKAGE TO MY CRUISE?

A: All cruise lines offer celebration packages, though prices and packages vary. You will need to add the package to your booking prior to your departure; please contact our Customer Support Team to add a package. Please note full payment will be required within 17 weeks of departure.

Q: WHAT ARE THE TIPPING ARRANGEMENTS ON BOARD?

A: Tipping practices vary greatly amongst various cruise lines ranging from mandatory service charges payable onboard to no tipping at all. Please check with your sales advisor at the time of booking.

Q: CAN I SMOKE ON BOARD?

A: While most cruise ships are largely smoke-free, all the cruise lines provide at least some areas for cigarette, pipe and cigar smokers.

Q: CAN I GET MARRIED ON BOARD?

A: On some cruise lines you are able to get married aboard. For further information contact our Customer Support Team.

Q: HOW DO I CALL HOME?

A: Most of the major cruise lines have mobile networks on their ships, which will allow you to dial out and receive calls whilst at sea. This can be quite costly so always check with your mobile provider prior to your departure.

Q: HOW DO I EXCHANGE MONEY?

A: Most cruise lines have a currency exchange on board so you can exchange small amounts of money including cash and travellers cheques.

Q: WHAT IS THE VOLTAGE ON BOARD?

A: Most cruise lines are equipped with 110 and or 220 volts AC and are capable of handling all normal appliances. Most cabins will be fitted with power sockets suitable for battery chargers and a socket in the bathroom intended for razors, etc.

Q: WHAT CHARGEABLE EXTRAS WILL I HAVE TO PAY?

A: Your cruise basics will be full board unless stated, although drinks will be extra, along with any additional purchases that you make.

Q: ARE CHILDREN ALLOWED ON BOARD?

A: On most cruise lines, children over the age of 6 months are allowed on board, however children’s clubs normally only accept children over 3 years of age.

Q: WHAT ACTIVITIES ARE AVAILABLE FOR CHILDREN ON BOARD?

A: Most cruise lines provide supervised children’s clubs and activities; some cruise lines also provide a babysitting service.

Q: HOW DO I USE THE CASHLESS SYSTEM AND PURCHASE ITEMS ON BOARD?

A: All cruise lines operate a ‘cash free’ system where you sign for purchases using your cruise card which will be given to you upon embarkation. You will be required to register a debit or credit card; most cruise lines accept all major cards however some are unable to accept switch, maestro, solo, visa electron or pre-paid credit cards. Should you wish to settle your account with cash, you can do so once on board, however a credit card must still be registered when you check-in but will not be debited. If a card is not registered, then your account will need to be kept in credit by placing a cash deposit in order for you to continue to purchase items on board. This can be topped up at any time during your cruise.

Q: CAN I BRING ALCOHOL ON BOARD MY CRUISE SHIP?

A: Policies about bringing your own alcohol on board vary: however as a general rule, cruise lines reserve the right to refuse alcohol being carried on board.

Q: WHAT IS A TENDER?

A: A ship's tender is a boat used to transport passengers to and from shore if the cruise ship is too large to dock in the port. You will be notified of any tender service whilst on board and those passengers with limited mobility, or wheelchair users, will still be able to use the ship’s tenders.

Q: WHAT IS THE DRESS CODE ON BOARD?

A: Formal nights vary depending on the ship. Typically on a standard seven-night cruise there are two formal nights.

Q: WILL MY LUGGAGE BE TAKEN TO THE SHIP?

A: Due to airport security and custom checks you will be required to re-claim your luggage at the airport before embarking your cruise line. Once you arrive at the port, terminal porters will relieve you of your luggage and it will be taken directly to your cabin.

Q:  I AM PART OF THE CRUISE LINE 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: WHAT’S MY CABIN NUMBER?

A: With a guaranteed cabin, you are guaranteed that specific cabin category only, your cabin number may not be advised until embarkation.  One of the benefits of a “Guaranteed” cabin is that there is a possibility upon embarkation, that you may be upgraded to a higher cabin category at no additional cost.  These upgrades are at the cruise line discretion and dependent on cabin availability  on the ship at time of departure.  This upgrade to a higher cabin is also subject to potentially being on another deck or area of the ship.  If the position of your cabin is important to you, please advise the sales advisor so that we can see if we can accommodate your request – please note extra charges may apply. 

Q: HOW DO I BOOK A DISABLED CABIN?

A: Most ships accommodate disabled passengers, but there are often a limited number of wheelchair accessible cabins on each ship. Please ensure that you request a disabled cabin prior to booking so that we can check the current availability.

Q: CAN I UPGRADE MY CABIN?

A: If you would like an upgraded cabin from those that we advertise or those listed on our website, please ask our sales advisors to check availability for you. If you have already booked and want to upgrade your cabin, please contact our Concierge team on (07) 3558 9875 or email concierge@imagineholidays.com.au who will be more than happy to help.

Q: HOW CAN I FIND OUT WHERE MY CABIN IS?

A: Search for your specific cruise line through the "Cruise Lines" tab at the top of our website. Here you can select your cruise line and then ship to access the deck plans, enabling you to identify your cabin number and its position.

Q: WHAT ARE THE DIFFERENT TYPES OF CABINS?

A: Cabins are split into 4 different categories:

Inside: an inside cabin does not have a picture window, port hole or balcony.

Outside: an outside cabin has a port hole or picture window.

Balcony: a balcony cabin will have patio doors leading to a balcony/veranda with chairs and a table, allowing you to relax and enjoy the fresh sea air while cruising.

Suites: suites have the most facilities and space on board any ship. They normally offer a divided living space and some have additional bedrooms.

Q: WHAT HAPPENS ON ARRIVAL?

A: On arrival, your luggage will be placed outside your cabin and your cabin steward will introduce themselves and answer any questions you may have.

Q: WHAT IS PROVIDED IN THE CABIN?

A: The majority of cabins consist of a small private bathroom with a shower, wash basin and toilet, along with a shaver socket, telephone, TV and wardrobe. Hairdryers are also usually provided but please check this with your sales advisor. Complimentary soaps and shampoos are sometimes provided, but if you have forgotten to bring your own, you will usually be able to buy them on board.

Q: WILL A CRUISE LINE REPRESENTATIVE BE AT THE CRUISE TERMINAL?

A: In most destinations, you will be greeted by a cruise line representative at the cruise terminal.

Q: WHAT IS A GUARANTEED CABIN?

A: With a guaranteed cabin, you are guaranteed that specific cabin category only, your cabin number may not be advised until embarkation. One of the benefits of a “Guaranteed” cabin is that there is a possibility upon embarkation, that you may be upgraded to a higher cabin category at no additional cost. These upgrades are at the cruise line discretion and dependent on cabin availability on the ship at time of departure. This upgrade to a higher cabin is also subject to potentially being on another deck or area of the ship. If the position of your cabin is important to you, please advise the sales advisor so that we can see if we can accommodate your request.
Please note, extra charges may apply.

Q: WHAT TIME CAN I CHECK IN FOR ME TRAIN DEPARTURE?

A: Check in opens approximately 2 hours prior to your scheduled departure time.
We ask all guests to check in at least 60 minutes prior to departure to be welcomed onboard.
Please bring your travel itinerary and Photo I.D.

Q: IS ELECTRICITY SOCKETS AND WIFI PROVIDED?

A: Generally yes, however please contact our Customer Support team on (07) 3558 9874 or email us on customersupport@imagineholidays.com.au so we can advise for your particular provider. Alternatively, you can speak with the provider directly or visit their FAQ pages.

Q: IS SMOKING PERMITTED ON THE TRAIN?

A: No, smoking is not permitted on any rail holidays for any of our travel partners.

Q: CAN I TAKE ANY PETS OR ANIMALS ONBOARD?

A: No, the only animals that are permitted are specially trained support animals.

Q: IS MEDICAL ASSISTANCE AVAILABLE?

A: To ensure your safety and well-being, the staff members onboard are trained to administer basic first aid.
You can also check in your wheelchair, walking frame or scooter to be stored as luggage to save you arranging alternate assistance yourself.

If you have any mobility concerns or requirements, please contact our Customer Support team on (07) 3558 9874 or email us on customersupport@imagineholidays.com.au so we can ensure we appropriately accommodate your concerns or requirements.

Please note, you may have to provide further detail through a fit to travel form which we will discuss with you.

Q: I AM FLYING TO THE UNITED STATES, WHAT IS ESTA?

A: If you will be travelling to or within the USA, including “touch down’s “, departure ports and indirect flights, you will be required to obtain a Travel Authorisation via an “ESTA” Visa Waiver Program. Travel authorisation is obtained through an online registration system. If your registration is successful, it will be valid for multiple applications for two years or until the date on which your passport expires, whichever comes first. An ESTA fee required by the Travel Promotion Act of 2009 came into place as of the 8th September 2010. The fee is comprised of two parts: 1. Processing charge - All applicants requesting an electronic travel authorisation are charged for the processing of the application. The online form will take around 10 minutes to complete and up to 72 hours before you receive notification that your application was successful and therefore whether you are approved to travel. Please follow the below link where you can complete the ESTA application site:https://cibtvisas.com.au/?login=imagineholidays All payment for electronic travel authorization applications must be made by credit card or debit card at this time. The ESTA system currently accepts only the following credit/debit cards: MasterCard, VISA, American Express, and Discover.

Q: DO I NEED A VISA?

A: On some itineraries it may be necessary for passengers to obtain a Visa to validate your entry to a country or port of call. All Passengers are responsible for obtaining the necessary visa(s) for their itinerary before departure. To purchase a Visa please visit https://cibtvisas.com.au/?login=imagineholidays or call 1300 882 977 mentioning you are an Imagine Holidays customer. All passport holders should check with the relevant Embassy or consulate prior to departure. Please note under certain circumstances (EG. if you have a criminal record), you will need a visa.

Q: IS MY PASSPORT VALID?

A: When travelling to a foreign country you must a have a full and valid passport with at least 6 months validity on your passport after the date of your return or you may be refused boarding. If you do not hold an Australian passport, we regret that we cannot provide any information regarding visas and therefore passengers will need to check with the relevant embassy the requirements for your itinerary in order to travel. Please ensure that the names and initials on your flight & cruise tickets are the same as your passport.

Q: DO I NEED TRAVEL INSURANCE?

A: We strongly advise you to obtain adequate travel insurance from the day the booking is made. Imagine Holidays will not accept any liability for any passengers who fail to obtain adequate travel insurance.

Q: WHAT VISA'S ARE REQUIRED TO TRAVEL?

A: On some itineraries it may be necessary for passengers to obtain a Visa to validate your entry to a country or port of call. All passengers are responsible for obtaining the necessary Visa(s) for their itinerary before departure. For any Visa information, please visit https://cibtvisas.com.au/?login=imagineholidays or call 1300 882 977 mentioning you are an Imagine Holidays customer. All passport holders should check with the relevant Embassy or Consulate prior to departure.

Q: DO I NEED MY PASSPORT TO TRAVEL?

A: If you are travelling Domestically within Australia and you are an Australian Citizen you do not require your passport

If you are travelling Internationally to a foreign country you must a have a full and valid passport with at least 6 months validity on your passport after the date of your return or you may be refused boarding.
If you do not hold an Australian passport, we regret that we cannot provide any information regarding Visas and therefore passengers will need to check with the relevant embassy the requirements for your itinerary in order to travel.

Please ensure that the names and initials on your flight & cruise tickets are the same as your passport.

Q: DO YOU REQUIRE MY PASSPORT DETAILS?

A: We will require your passport details for International holidays, you can add these either by logging into Manage My Booking or contacting our Customer Support team on (07) 3558 9874 or email us on customersupport@Imagineholidays.com.au

Q: DO YOU PROVIDE TRAVEL INSURANCE?

A: We do not currently offer travel insurance services.

Q: DO I NEED A VACCINATION?

A: Please contact your GP as we are not authorised to advise you on this information, this is also subject to the locations you're travelling to.

Q: ARE TRANSFERS INCLUDED IN MY PACKAGE AND HOW DO I TELL IF I HAVE TRANSFERS?

A: This should be advised at the time of booking; if your package has transfers scheduled this should show on your documentation. If you are having any issues you can contact our Customer Support team on (07) 3558 9874 or email us on customersupport@Imagineholidays.com.au

Q: HOW DO I CANCEL MY BOOKING?

A: We require all cancellations in writing from the lead passenger on the booking and this can be by letter or email cancellations@imagineholidays.com.au. Cancellations are effective from the date we receive them and not from the date they are sent. Upon receipt we will contact the relevant suppliers of your holiday to ascertain the cancellation charges. We will then confirm the charges to you before cancelling the holiday.

Q: WHAT ARE THE CANCELLATION CHARGES?

A: 119 days or more before departure:
If you want to cancel your holiday 119 days or more before departure, you will lose your non-refundable deposit and 100% of your flights if your flights have been confirmed. Please note that if you have been approved to pay a low deposit, any further money due will need to be collected before cancellation.  If you have made any further voluntary payment towards your balance, we will calculate the deposit you would have paid and refund the difference.

118-36 days before departure:
If you want to cancel your holiday between 118-36 days before departure, you will lose 75% of your holiday cost and 100% of your flight if your flights have been confirmed.

35 days or less before departure:
If you cancel your holiday 35 days or less before your departure, you will lose 100% of your holiday cost.

Q: CAN I DO A NAME CHANGE?

A: Yes you can, the charge for the amendment is dependent on how close you are to departure. Please contact our Concierge Team on (07) 3558 9875 who will be able to confirm the relevant charges.

Q: CAN I AMEND MY HOLIDAY TO A DIFFERENT DATE?

A: Yes, please refer to our booking conditions and contact our Customer Support Team.

Q: HOW DO I UPGRADE/MODIFY/EXTEND MY HOLIDAY/FLIGHTS?

A: Please contact our Concierge team on (07) 3558 9875 or email concierge@imagineholidays.com.au and we will be more than happy to help.

Q: WHY DOES IT COST MONEY TO CHANGE MY FLIGHTS?

A: In order for Imagine Holidays to change flights, we are bound by the Terms & Conditions of our suppliers. Generally, our aviation partners do charge fees in order to complete a flight change as standard, should you need any further information please contact the Customer Support team on (07) 3558 9800 or on customersupport@imagineholidays.com.au

Q: WHAT IS THE PROCESS TO ADD/REMOVE A PASSENGER?

A: Please contact our Concierge Team on (07) 3558 9875 or email concierge@imagineholidays.com.au who will be able to confirm the relevant charges. The charge for the amendment is dependent on how close you are to departure.
Please note, we can’t do a name change for all guests on the booking.

Q: WHAT IS YOUR CANCELLATION POLICY?

A: Please refer to your individual Booking Terms & Conditions that you were supplied upon booking, these will outline our Cancellation Policy and the Terms & Conditions surrounding a booking cancellation.

 

Q: HOW DO I BOOK AN AIRPORT LOUNGE?

A: Please contact our Customer Support Team who will able to add this on for you.

 

Q: WHAT IS A FUTURE HOLIDAY VOUCHER?

A: A Future Holiday Voucher is a voucher for travel issued by suppliers. It has a monetary value and can be used to book a future holiday with the same suppliers. It usually has to be used within a specified period of time.

We understand that Future Holiday Voucher terms and conditions can be complicated – it’s difficult enough that your holiday has been cancelled, without having to wade through the small print to understand how to re-book. Let our dedicated Future Holiday Voucher Rebooking team take the pain out of this process for you by dealing with the ins and outs and making everything clear and simple.

Q: MY HOLIDAY HAS BEEN SUSPENDED, WHAT HAPPENS NEXT?

A: If your holiday has been suspended by suppliers, or you are unable to travel due to Lockdowns or border restrictions either in your home country or the country you're travelling to, You do not need to contact us, we plan to contact you as soon as possible with more specific information on your options. We are currently assisting passengers travelling in strict date order and therefore we would appreciate your patience during this time.

Q: WHAT CAN I SPEND MY FUTURE HOLIDAY VOUCHER ON?

A: Imagine Holidays will be able to apply your Future holiday voucher that has been issued towards any of our package holidays featured on our website. To enable us to apply you Voucher, some restrictions may apply in terms of the holiday you booked. As to issue the full us of your credit voucher your new holiday may have to be booked on a holiday from the same supplier as your original using the same supplier such as; Cruise Line, Airlines, Land Operator or Train Operator.

Please feel free to contact our dedicated team who will be happy to assist you. We are able to access your information and can talk through your options, enabling you to rebook a future holiday with minimum complications and maximising any Credits you may have.

Q: WHEN IS A FUTURE HOLIDAY VOUCHER ISSUED?

A: Your Future Holiday Voucher is issued as soon as your holiday has been suspended, This allows the team to then negotiate with all suppliers to provide you with full options whilst still keeping your funds financially protected.

Once you have spoken to our dedicated team you will receive confirmation of your credit which will explain the terms and conditions our team have gone over.

Q: HOW LONG IS A FUTURE HOLIDAY VOUCHER VALID FOR?

A: The expiry date on Future Holiday Vouchers varies and can be influenced by a number of factors: When you originally booked your holiday, when you were due to travel and to which destination may all affect the validity.

Whatever your circumstances, there will often be two key dates that you should be aware of. The first is when you need to book your new holiday by and the second is when you must depart by. These dates may be extended or change as suppliers continue to review their future itineraries. Whilst you don’t need to be in a rush to spend your Future Holiday Voucher, you definitely do not want to let it expire.

Q: WHAT HAPPENS IF MY FUTURE HOLIDAY VOUCHER DOES NOT COVER THE COST OF MY NEW HOLIDAY?

A: You can use your Future Holiday Voucher to part fund your new booking. If your new holiday is more expensive than the original cancelled holiday, then the additional cost will need to be paid be you.

Q: WHAT IS YOUR COVID-19 POLICY?

A: If your holiday is cancelled due to reasons beyond our control we will work with you to ensure your money paid for your booking is protected. Whether it be alternative arrangements for your booking (such as different dates, times, locations or specifics), credit to be used towards future holidays, a refund or any combination thereof.

We cannot guarantee a refund, we are bound by the terms and conditions of the suppliers.

Q: DO I NEED TO BE DOUBLE VACCINATED AGAINST COVID-19 TO TRAVEL?

A: As each state and Territory and suppliers have different restrictions we do recommend passengers are double vaccinated against COVID-19 for their travels. If you wont be double vaccinated 2 weeks prior to your set departure date please contact our Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au

Q: WHAT HAPPENS IF I CHOOSE NOT TO BE VACCINATED AGAINST COVID-19?

A: If you are choosing not to be vaccinated against COVID-19, please contact our Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au as each state and territory and supplier has different terms and conditions around unvaccinated travellers.

Q: WHAT IF I HAVE AN EXEMPTION FROM BEING VACCINATED AGAINST COVID-19?

A: If you have a medical exemption from being vaccinated against COVID-19, please contact our Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au as each state and territory and supplier has different terms and conditions around unvaccinated travellers.

Q: WHAT ARE THE LINKS TO THE STATE/FEDERAL GOVERNMENT WEBSITES FOR COVID-19 UPDATES?

A: Australia (National)

https://www.health.gov.au/news/health-alerts/novel-coronavirus-2019-ncov-health-alert
1800 020 080

Australian Capital Territory
https://www.covid19.act.gov.au/
(02) 6207 7244

New South Wales
https://www.nsw.gov.au/covid-19
137 788

Northern Territory
https://coronavirus.nt.gov.au/
1800 490 484

Queensland
https://www.qld.gov.au/health/conditions/health-alerts/coronavirus-covid-19
13 42 68

South Australia
https://www.covid-19.sa.gov.au/
1800 253 787

Tasmania
https://www.coronavirus.tas.gov.au/
1800 671 738

Victoria
https://www.dhhs.vic.gov.au/coronavirus
1800 675 398

Western Australia
https://www.wa.gov.au/government/covid-19-coronavirus
1800 595 206

Q: DO I NEED TO WEAR A FACE MASK?

A: Please refer to the relevant State/Federal Government agencies detailed above.

Q: WHAT ARE THE TESTING REQUIREMENTS FOR TRAVEL?

A: Please refer to the relevant State/Federal Government agencies detailed above.

Q: WHY CAN’T YOU GUARANTEE A REFUND?

A: If your holiday is cancelled due to reasons beyond our control we will work with all of our suppliers to ensure the money you have paid for your booking is protected.

As your holiday can be operated by a number of different suppliers such as but not limited to; Airlines, Cruise lines, Tour Operators, Hotels and Event suppliers, we are bound by each of these suppliers terms and conditions and as such we cannot always guarantee a refund if your holiday is impacted due to Force Majeure.

We will work on your behalf with these suppliers to provide all options through to yourself and our dedicated Team will be in contact in a departure date order.

Q: WHY DOES IT TAKE SO LONG TO GET MY REFUND?

A: Once our team have confirmed with suppliers we are able to receive refunds on your booking we will then apply for the refund on your behalf. Each supplier has a different processing time for these refunds. As to assure a smooth process once we have all the funds returned you will receive a call from our Customer Support team to process he refund. The standard time frame is 60-90 days from date of refund confirmation but the refund may occur sooner.

Q: I DID NOT MAKE THE BOOKING. CAN YOU HELP ME?

A: Due to Data protection and the privacy laws, we are only able to discuss the booking with the lead passenger.  The lead passenger is defined by the person who made the booking and agreed to the terms and conditions on behalf of all parties on the booking. If you do need to speak to us about the booking directly and you are not the lead passenger, we will need authorisation from the lead passenger first. This can be done over the phone.

Q: WHAT ARE YOUR OPERATING HOURS?

Sales

Monday - Friday 9am - 7pm (AEST), 7am - 5pm (AWST)

Saturday & Sunday - 9am - 4pm  (AEST), 7am - 2pm (AWST)

Please note, these opening hours may vary on public holidays

Customer Support

Monday to Friday - 9am - 5pm (AEST)

Saturday & Sunday - Closed

Q: HOW DO I CONTACT IMAGINE HOLIDAYS?

A: You can contact us via phone:

Sales – (07) 3558 9913

Customer Support - (07) 3558 9874 or via email at customersupport@imagineholidays.com.au 

Q: WHO DO I CALL IN CASE OF AN EMERGENCY?

A: Call our emergency number which is located on your travel documents. Please note, this number is for genuine emergencies only. If you contact this number for a non-urgent enquiry will be asked to call back during business hours.

Q: HOW DO I MAKE A COMPLAINT?

A: Please put your complaint into writing or email, we will respond within 28 days.

Mail us at:
Level 7, 301 Coronation Drive, Milton Qld 4064 or Level 9, 16 Victoria Ave, Perth, Western Australia 6000

Email on:
customerrelations@imagineholidays.com.au

Q: WHERE CAN I FIND IMAGINE HOLIDAY'S TERMS & CONDITIONS?

A: Your Booking Terms & Conditions will be sent to you with your Confirmation Invoice when you make your booking.

Alternatively, you can find our Booking Terms and Conditions by clicking here: https://www.imagineholidays.com.au/terms-and-conditions

Q: WHAT DO I DO IF MY CONTACT DETAILS HAVE CHANGED?

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 or contact details. You can contact our Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au to arrange authorisation on your account.

Q: HOW DO I SUBSCRIBE TO YOUR MARKETING?

A: To subscribe to SMS marketing:

Please contact our Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au and we can sign you up to our SMS marketing.

To subscribe to Email marketing:

At the bottom of the website you can find the 'Sign Up' section where you can 'Subscribe to our newsletters'.
When you click in the 'Email address' field there will be a pop-up that asks for your contact information.

To subscribe to Mail marketing:

Please contact our Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au and we can sign you up to our mail marketing.

Q: HOW DO I UNSUBSCRIBE TO YOUR MARKETING?

A: To unsubscribe from SMS marketing:

There is an option to opt out at the bottom of the SMS. Alternatively, you can contact our Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au and we can opt you out of our SMS marketing.

To unsubscribe from Email marketing

There is an option to Unsubscribe at the bottom of the email. Alternatively, you can contact our Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au and we can opt you out of our Email marketing. Please allow 24-48 hours for this to come into affect.

To unsubscribe from Mail marketing

Please contact our Customer Support team on (07) 3558 9874 or on customersupport@imagineholidays.com.au and we can opt you out of our direct mail marketing.

Q: DO YOU CHARGE A BOOKING FEE?

A: Imagine Holidays do not charge booking fees all the costs associated with your travel are advised in your total holiday cost upon booking.