Frequently Asked Questions
If you have questions, we have answers!
First things first
Things to know before you go
- Do I need travel insurance?
- Passports, visas and vaccinations
- Flight time Recommendations
- I take medication; do I need to let you know?
- Can I bring my medical equipment to use on board?
- When am I going to get my tickets?
- What shore tours are available in each port?
- How much does a shore tour cost?
- Can I go on a shore tour if I have limited mobility?
- Can I organise gifts or celebrations before sailing?
- How much luggage can I bring?
- Where can I find out more about my cruise booking?
- Can my family and friends come with me to the wharf?
Welcome Aboard!
- What’s included in my cruise fare?
- What are the optional extras?
- What do I wear on board?
- How many formal nights will there be?
- Are there theme nights on board?
- What is the currency on board?
- How do I pay on board?
- Can I get married on board?
- Can I do my laundry on board?
- Where can I put my valuables?
- Are there double beds available?
- What type of electrical sockets are on board?
- Should I bring my hairdryer?
- Is there duty-free shopping on board?
- Is there a doctor on board?
- What should I do if I suffer from motion sickness?
- How do I keep in touch with home?
- Can I use my mobile phone on board?
- What about dining?
- What about tipping?
- Where can I smoke?
Other Bits And Pieces
- Contacting P&O Cruises
- Is GST payable?
- What if I do not show up for my cruise?
- What else do I need to know?
Cruise Personaliser Q&A
- Q. Who has access to Cruise Personaliser?
- Q. How do I gain access?
- Q. Forgotten/Lost booking number?
- Q. What is Cruise Personaliser?
- Q. Updating information on Cruise Personaliser
- Q. Can I book shore tours on Cruise Personaliser?
- Q. Can I book through Cruise Personaliser?
- Q. Is Cruise Personaliser Free?
First things first
When should I book?
As soon as you can. This will make sure you have the greatest choice available. As families love to cruise, holiday periods can be very popular and sell out early. Keep this in mind, book early and get ready for the holiday of your life.
Do you offer cruises in the school holidays?
If you are taking your children, it is best to check their holiday dates. The cruises we advertise for school holidays may not fit exactly within the holiday period for all schools. So check with your school, make your booking, pack your bags and bring the children along!
Things to know before you go
Do I need travel insurance?
Absolutely! As Australian Medicare, New Zealand ACC and private health insurance will not cover you for any medical costs on board, all cruises (even cruises that do not visit foreign ports) require international travel insurance. We strongly recommend you organise your travel insurance once you have paid your deposit.
You should not base your insurance decision on the assumption ‘it won’t happen to me’ – accidents or illness can happen to anyone. Daily hospital bills can cost more than AUD$5000 per day. For further information or to purchase travel insurance:
- Australian passengers - please contact your Travel Agent or call Customer Care on 1300 653 852.
- New Zealand passengers - please contact your Travel Agent.
Passports, visas and vaccinations
- Australian citizens, visit www.passports.gov.au
- New Zealand citizens, visit www.passports.govt.nz
- For citizens of other countries, please contact your relevant national authority.
Visas
Please contact your Travel Agent, relevant consulate or embassy or an online visa service for more information.
Vaccinations
Please contact your doctor or an approved public health travel advisory service such as the World Health Organisation (www.who.org), the Department of Foreign Affairs and Trade or Smart Traveller (www.smarttraveller.gov.au).
Flight time Recommendations
Please ensure your flight arrives no later than 4 hours before your cruise departure time. This should provide enough time to travel to the cruise terminal and check-in for your holiday of a lifetime.
If you are flying home on the day you leave the cruise, please ensure your flight departs no earlier than 5 hours after your cruise arrives in port. This should help you to have a stress free return home from your relaxing cruise holiday.
When you are making your own air bookings, missed connections are always a possibility…so the more time you allow for unforseen delays at either end of your cruise, the better.
If you do need to make changes to your own air bookings, your chosen airline may charge fees; so check their airfare conditions when you book.
I take medication; do I need to let you know?
Yes, all medical conditions or medication must be advised at the time of booking. We want you to be safe and comfortable on your cruise, so bring enough medication to last you until the end of your holiday. It is also a good idea to bring a few extra days supply in case of any unforeseen delays.
Can I bring my medical equipment to use on board?
In most cases, yes. To ensure your medical equipment will work on board, please advise your Travel Agent or our Customer Service Team at the time of booking. We will then send you an information sheet and we might ask you for more information. For safety reasons, your equipment will need to be checked prior to boarding.
When am I going to get my tickets?
As long as you have provided all your personal details via ‘Cruise Personaliser’ at pocruises.com.au, and paid for your booking in full, your tickets will arrive as early as 50 days before you set sail. This will give you plenty of time to get excited about your cruise!
What shore tours are available in each port?
Simply click here to find out more information. You will also receive a shore tour guide and reservation form to pre-book your tours, with your cruise ticket pack.
How much does a shore tour cost?
Tour costs vary depending on the activity, itinerary and inclusions. We offer a wide range of tours for all age groups and prices start from approximately $30 per person.
Can I go on a shore tour if I have limited mobility?
It is usually no problem. We have a great range of shore tours and many cater for people with various levels of mobility. You will receive a shore tour booklet with your cruise documentation and this will provide you with all you need to know and more. Our helpful Shore Tour Staff are available on board to discuss individual tours.
It is important to note that access to tender ports may be restricted and this may limit your tour options or restrict access to these ports. Do not worry if you cannot get off the ship, we still have plenty of fun activities for you to do on board!
Can I organise gifts or celebrations before sailing?
We can help you celebrate on board or arrange something special for a friend or loved one. Call us to arrange a celebration service such as a bottle of wine or floral arrangement.
How much luggage can I bring?
We recommend no more than 2 bags per person. Each bag can be no bigger than 140cm x 60cm x 40cm and can not weigh more than 32kg. It is important to remember that airlines may have different luggage restrictions.
Where can I find out more about my cruise booking?
We know that you are excited about your holiday, so you can logon to ‘Cruise Personaliser’ at pocruises.com.au, to check your cruise details.
Can my family and friends come with me to the wharf?
Family and friends are welcome to share in your excitement and wave farewell from the cruise terminal. Due to security reasons, they will be unable to come on board with you.
Welcome Aboard!
What’s included in my cruise fare?
Where do we start? Accommodation, all main meals, entertainment (including production shows, guest entertainers, trivia, karaoke, dancing classes, nightclubs, movies and in-cabin videos) and use of the ships many complimentary facilities such as swimming pools, gym, spas, sauna, steam rooms, table tennis, shuffleboard and library.
What are the optional extras?
Our ships are floating resorts and the options are endless! Here are some of the optional extras that can be purchased on board: shore tours, drinks, meals ashore, food from the alternative dining venues as indicated on board, bar snacks, room service, flowers, hairdressing, massage and beauty treatments, photographic services, video arcade games and some craft activities. Other services may be available at the time you sail, as we are constantly striving to enhance our product.
What do I wear on board?
During the day, casual clothes are suitable. After 5.30pm, smart casual clothing is required in the public lounges and restaurants or as published in the ship’s newsletter.
On our formal nights, it’s time to get your frocks out and join in the fun! We suggest men wear a suit, or jacket and tie, and women wear an evening or cocktail dress.
How many formal nights will there be?
On cruises up to 7 nights duration there are usually 1 or 2 formal nights, with up to 3 formal nights on longer cruises.
Are there theme nights on board?
Theme nights are part of the fun on board and usually feature on cruises 7 nights or more. Why not dress up and join the party! Costumes can be purchased on board and you will be notified of the themes through the ship’s newsletter.
What is the currency on board?
That’s an easy one! All prices on board our ships are in Australian dollars.
How do I pay on board?
Welcome to cashless cruising! All shipboard expenses are charged to your personalised Cruise Card. Your Cruise Card is linked to your on board account and can be settled with cash, traveller’s cheques and the following credit cards: Visa, MasterCard or American Express. When using credit cards, we obtain pre-authorisations and some banks hold these for up to 30 days. Please be aware there are no EFTPOS or ATM facilities available.
Can I get married on board?
Unfortunately, we are not authorised to perform weddings on board our ships. However, we can help you celebrate a renewal of vows ceremony on board. Please contact our Customer Service Team for further details.
Can I do my laundry on board?
You’re on holiday – let us take care of this chore for you with our laundry and dry cleaning service. There is also an option to do it yourself in our self-service laundromat. Charges apply for these services.
Where can I put my valuables?
Better to be safe than sorry - there are safety deposit boxes located in each cabin.
Are there double beds available?
Most cabins have queen beds provided the upper beds are not in use.
What type of electrical sockets are on board?
All cabins are fitted with an Australian 3-point plug or adaptor providing 220/240 volt 60Hz.
Should I bring my hairdryer?
Why take up extra space in your luggage, when we have a hairdryer in every cabin? For safety reasons, we ask passengers not to use their own electrical appliances on board, except electric shavers and approved medical equipment.
Is there duty-free shopping on board?
Yes; we carry a great range of items from cosmetics to electrical. Happy shopping!
Is there a doctor on board?
Yes, please refer to the ‘Your Health’ section in our 'Terms & Conditions'.
What should I do if I suffer from motion sickness?
You can prepare yourself by purchasing medication before you leave home. Tablets or special magnetic wrist bands can assist. Motion sickness can be treated on board; medication is usually available for purchase and treatment can be provided by the ship’s doctor.
Any charges from the on board medical centre will be added to your Cruise Card and you will be provided with an itemised account to submit to your travel insurance company.
How do I keep in touch with home?
You’ll want everyone to know what a great time you’re having and there are a number of ways to let them know. You can make calls from the phone in your cabin, or use the ship’s computers/wireless connections to keep in touch by email and internet. Please note, access is subject to satellite coverage and charges are higher than on land.
Can I use my mobile phone on board?
Mobile phone reception on board may be available from as early as November 2008. You may also be able to use your mobile phone in ports where coverage is available. Please check with your service provider regarding overseas coverage.
What about dining?
Food, glorious food! 'Your Choice' dining on Pacific Sun^ and Pacific Dawn allows you greater flexibility in choosing where, when and with whom you dine each evening. Reservations for specific times in the main dining room, can be made onboard and you should book in early to avoid disappointment.
^ Pacific Sun offers a traditional dining experience with two evening sittings for all cruises until the end of January 2009.
What about tipping?
To thank the crew who provide excellent service on board, we recommend the daily amount of AUD$7.50 per passenger (aged 13 years or over). For your convenience, this is automatically added to your on board account and may be adjusted or removed at your discretion at the Pursers Desk on board.
Where can I smoke?
Smoking is not permitted indoors on any of our ships. This includes your cabin and private balcony. For those who smoke, there are selected outdoor areas where smoking is permitted and this information will be communicated to you on board.
Other Bits And Pieces
Contacting P&O Cruises
Your Travel Agent is the expert in arranging your holiday. While we are happy to discuss general information about your cruise, we are unable to discuss any aspect of your booking with anyone other than a representative of your travel agency. Please contact your Travel Agent for specific details, requests or to make changes to your booking.
Is GST payable?
GST is included in all domestic flights and hotel packages. GST also applies to Australian coastal cruises in the fare paid and any purchases made on board. GST is not applicable to any other cruise or purchase.
What if I do not show up for my cruise?
We will be sorry if you cannot make it. If you do not join us on the cruise, no refunds will be given.
What else do I need to know?
You’re nearly there, but the most important information is still to come. Please read our 'Terms & Conditions', then you’re all set to enjoy the holiday of your life!
Cruise Personaliser Q&A
Q. Who has access to Cruise Personaliser?
A. Both passengers and Travel Agents have access to Cruise Personaliser. The booking number and passenger names (as per cruise booking) are required to enter Cruise Personaliser.
Q. How do I gain access?
A. Enter the P&O Cruises website on www.pocruises.com.au and go to the ‘Cruise Personaliser’ section on the page. The booking number and passenger’s name are then entered into the required fields.
Q. Forgotten/Lost booking number?
A. Simply contact your Travel Agent. If you have made your booking directly with P&O Cruises, you can call our Customer Service Team on 13 24 69 during the hours of (Sydney Time):
- 7am – 8pm - Monday to Friday;
- 8am - 5pm - Saturday
Q. What is Cruise Personaliser?
A. You can view your cruise itinerary, dining option, cabin category and cabin number (cabin numbers are subject to change), your contact details, passport information, emergency contact details and any dietary or medical requirements already requested on the booking.
Q. Updating information on Cruise Personaliser
A. The only details that can be added or updated are phone numbers, address details, emergency contact details and passport information.
Q. Can I book shore tours on Cruise Personaliser?
A. Unfortunately, shore tours can not be reserved on Cruise Personaliser.
Q. Can I book through Cruise Personaliser?
A. No. Cruise Personaliser is for Travel Agents or passengers with a current booking that needs further personal information. The new P&O Cruises Online Booking Tool can be used to make bookings for Pacific Sun and Pacific Dawn.
Q. Is Cruise Personaliser Free?
A. Yes. There is no charge for using this service.
For any inquiries please email us at: information@pocruises.com.au
