Travel Insurance

At time of deposit or as soon as practicable thereafter, it is strongly recommended that you take out comprehensive international travel insurance to protect you from a variety of eventualities, including any pre-existing medical conditions, medical issues or emergencies arising during your holiday and charges arising should you have to cancel your holiday plans. We recommend that you carry a copy of your policy with you during your cruise. P&O Cruises may not be liable for lost or damaged baggage and personal property. Please arrange travel insurance with your travel agent. Australian residents may also arrange travel insurance with P&O Cruises by calling Customer Care on 1300 653 852.

Code of Conduct

The Captain, at all times, has the right to confine, have sedated or to put ashore any passenger whose mental or physical health, in the Captain’s reasonable opinion, warrant that passenger being put ashore or whose conduct seriously inconveniences or jeopardises the enjoyment, health or safety of any passenger or other persons. P&O Cruises shall not be liable for such actions or for any loss incurred (including repatriation expenses) and refunds are not payable. Any reasonable expense incurred reasonably by us under this clause shall be payable by you to us on demand.

Contacting the Ship

To provide greater peace of mind while you’re away from home, you can give friends and relatives the following information:

Calling from Australia
Pacific Dawn
0011 870 32 35 00 193 (satellite call rates apply)

Pacific Sun
0011 870 32 32 84 811 (satellite call rates apply)

Calling from New Zealand
Pacific Dawn
00 870 32 35 00 193 (satellite call rates apply)

Pacific Sun
00 870 32 32 84 811 (satellite call rates apply)

Shore to ship calling can be expensive. Please contact your long distance service provider for rates.

Alternatively, you can stay in contact via the internet with your web-based email accounts (subject to satellite coverage).

Money Matters

One of the easiest things about cruising with P&O Cruises is the convenience of being able to sign for all your expenses and have them charged to your account. Simply register your credit card (Visa, MasterCard or American Express) at embarkation or at the Passenger Services/Purser’s desk on board.
You may ask for a balance on your account at any time, just contact the Passenger Services/Purser’s desk. If you do not wish to use a credit card for your on board account, you are required to leave a minimum deposit of AUD300 per person, payable in cash or traveller’s cheques to establish your personal on board account.

You can put additional cash on your cruise card at any time during your cruise, by visiting the Purser's desk. An itemised statement will be delivered to your cabin prior to disembarkation and your account must be settled at the Purser's desk prior to disembarking the ship.
Please note authorisation holds on credit cards can remain on your card until released by your issuing bank.

Please call P&O Cruises if you have any queries.

As you embark, you will receive your personalised Cruise Card. It’s important to sign the strip on the back of your Cruise Card as soon as you receive it. Your Cruise Card has many important functions that are helpful when you’re cruising:

• It has a record of your name, your on board account number and dining information.
• It also acts as your security pass to leave and reboard the ship at all ports of call.

The Cruise Card can be used anywhere on board that you would normally use cash. In fact, in the duty and tax-free shops, Beauty Salon, Medical Centre or to buy food, drinks and Shore Tours, your Cruise Card is the ONLY thing you can use. It can also be used to tip on appreciation of service.

By providing your credit card in advance for your Cruise Card, you are automatically registered for Express Check-Out, which means there is no need to visit the Purser’s desk to settle your account. An itemised statement will be delivered to your cabin prior to disembarkation. Importantly, please note there are NO EFTPOS or ATM facilities available on board. We accept Australian dollars and traveller’s cheques. Passengers are welcome to take home their cruise card as a memento of their cruise.

P&O Cruises uses a 'pre-authorisation' system to verify Credit Cards for onboard cruise card accounts. Passengers are advised cash, traveller's cheques and credit cards are the only acceptable method of payment for settling onboard accounts at the conclusion of the cruise. Debit Cards and Pre-Paid Visa cards, including those linked to Credit Card facilities and Travelex Visa Cash Passports, are not accepted onboard. P&O Cruises advises all passengers to verify with their issuing bank that their card can be used for pre-authorisations. Presenting any card that is not a credit card will be at your own risk.

Please note, charges for obtaining chips and tokens in the casino are limited to AUD1500 per day, per person up to a total limit of AUD5000 per cruise and are only available if you have pre-registered your credit card to your Cruise Card with the Purser’s desk for Express Check-Out. Please note there is a 3% processing fee applied to all casino room charges. These advances are billed directly to your on board account or your credit card.

General Questions

Money matters
Q. What currency is used on board?
A. All prices on board the ships are in Australian dollars.

Q. What are the banking and credit card facilities on board?
A. The Purser’s Office accepts cash, credit cards and travellers cheques and can change some local currencies (notes only), but cannot accept personal cheques. On board, the Purser’s Office is the only place where credit cards can be used, and there are NO EFTPOS or ATM facilities. Credit cards accepted on all ships include Visa, MasterCard and American Express. As with any land based hotels, authorisation holds are placed on credit cards as expenses are charged to the card. Authorisation holds can remain on your credit card after your return from the cruise, until released by your issuing bank. This may prevent the use of your credit card in the event that the credit card limits are exceeded. Please call reservations on 13 24 69 if you are unable to use your credit card. Please note, Debit Cards (i.e. cards without a credit facility) are not accepted as a payment option for your on board portfolio.

Q. What is a Cruise Card?
A. As you embark, you receive a personalised Cruise Card. The Cruise Card has a record of your allocated restaurant and dining sitting (except on Pacific Dawn where ‘your choice dining’ is available) printed on it for your convenience. The Cruise Card can be used on board anywhere you would normally use cash, credit or EFTPOS. In fact, in the duty and tax-free shops, Lotus Spa™, Hair and Beauty Salon, or to buy food and drinks, your Cruise Card is the ONLY form of accepted payment. It is also used in the Casino, Medical Centre and can be used to tip in appreciation of service.

Q. What about tipping?
A. During your cruise, many members of our on board staff will provide you with excellent service and tipping is simply the traditional way of saying ‘Thank You’. Although tipping is voluntary and at passengers’ discretion, we are frequently asked by passengers to recommend an appropriate daily amount. Our suggested tipping amount is AUD5.50 per passenger (aged 13 years and over) per day. For passengers’ convenience, P&O Cruises has introduced a method of tipping that makes it easier to reward staff for their excellent service. The suggested amount will be added to each passenger’s (aged 13 years and over) on board account on a daily basis. Effective from Pacific Dawn voyage W824 departing 19 August 2008 and Pacific Sun voyage N830 departing 18 August 2008, the daily amount is AUD7.50 per passenger (aged 13 years and over). This allows for the collection of tips without the need for cash and helps to ensure all staff who have served you are rewarded. Of course the level of tipping remains a very personal matter and is very much dependent on the level of service provided. We offer passengers the option of adjusting or removing the standard daily charge at any time during their cruise, or directing it to specific staff who have provided excellent service. Staff at our Purser’s Office will be delighted to assist passengers in relation to any queries they may have about their tipping amount.

Accommodation
Q. Are there double beds on board? Will the beds push together?
A. Most cabins on board Pacific Sun and Pacific Dawn can be configured to queen size provided the upper berths are not being used.

Q. What types of electrical sockets are on board?
A. All cabins are fitted with an Australian 3-point plug or adaptor, providing 220/240 volts at 60 hertz. If you are travelling with any medical apparatus please advise us at time of booking, so we can send you an information sheet and ensure that your apparatus will operate on board.

Q. Should I bring my hairdryer or shaver?
A. For safety reasons we ask passengers not to use their own electrical appliances (except electric shavers) on board. A hairdryer is available in your cabin or by request from your cabin steward.

Q. Are there safety deposit boxes?
A. Yes. A minimum of one safety deposit box is located in every cabin.

Dress at sea
Q. What do I wear?
A. During the day, casual clothes are suitable. After 5:30pm, smart casual attire is required in the public lounges and restaurants or as published in the ship’s newsletter. On formal evenings, the dress for men is a suit, or jacket and tie, and for women, an evening or cocktail dress.

Q. How many formal nights do you have on board?
A. On cruises of up to seven nights duration there are usually one or two formal nights, with up to three formal nights on longer cruises.

Q. Are there theme nights on board?
A. Cruises of seven nights or more usually feature theme nights for passengers to dress up and join in the fun. These theme nights may vary from cruise to cruise.
Costume attire may also be purchased on board. You will be notified of the themes once on board through the ship’s newsletter.

Shore tours
Q. How do I find out about shore tours?
A. Shore tours can be viewed on our website pocruises.com.au – click on the ‘Shore Tours’ section. An Island Discoveries Shore Tours programme and booking form will be sent to you with your tickets, or visit our Shore Tours desk on board.

Q. What is the approximate cost of a shore tour?
A. Tour costs vary depending upon the level of interaction, activities and inclusions. We have a wide range of touring options for all age groups and tour prices start from approximately AUD20, depending on your itinerary.

Q. Can I pre book my shore excursions prior to travel?
A. Yes. Simply complete the Tour Reservations Booking form found in your Pre-Cruise documentation wallet and either mail or fax it back to us. In order to process your selections, we must receive your completed form by the closing date listed on the Tour Reservations Booking form, which is 14 days prior to sailing.

Q. How can I be sure I am confirmed on the shore tours that I want?
A. To avoid disappointment; please reserve your tours as early as possible. Many tours have limited capacity and sell out quickly. Reservations are made on a first come, first serve basis. If the specific tour time you requested is fully booked, P&O Cruises may schedule you on an alternative departure that corresponds with your other tour selections. If your tour of choice is not available we will put you on a waitlist and attempt to obtain more space on the tour.

Q. Can I still go on a shore tour if I have a physical disability?
A. Yes, you can still participate in shore tours. However, access to tender ports may be restricted. Please contact your travel agent or P&O Cruises for further information. Our shore tours staff will happily arrange a hire vehicle, where available) on your behalf and suggest suitable tour itineraries, please note that any additional costs incurred are the responsibility of the passenger.

General questions and services
Q. What should I do if I suffer from motion sickness?
A. If you are concerned about motion sickness, we recommend you purchase medication before you leave home. Tablets or special magnetic arm/wrist bands can assist and it’s best to take tablets just before sailing to prevent illness. Motion sickness can be effectively treated on board; homeopathic tablets are usually available for purchase on board or treatment can be made by the ship’s doctor.

Q. Can my friends see me off? Can they come on board?
A. Yes, friends can see you off at the terminal, however for security reasons, visitors are not permitted on board the ship.

Q. How do I keep in touch with home?
A. All of our ships have computers on board for internet access and emails. You will need your own account such as Hotmail or Yahoo. There are also wireless facilities, word processing facilities and a printer. These facilities are available for a nominal fee. Please note that internet access is subject to satellite coverage. Please see the Purser’s Office for details. Phone cards are also available for purchase on board so you can make external phone calls from your cabin. Mobile phone coverage may not be available in all regions throughout your cruise.

Q. If I have an after hours emergency prior to departure, who can I contact?
A. Simply call the after hours passenger care line on 13 24 69 and follow the prompts.

Q. Where can I do my laundry?
A. Dry cleaning, self service laundromat and pressing facilities are available on board Pacific Sun and Pacific Dawn at a nominal charge.

Q. I would like to arrange something for a special occasion on board. What is available?
A. We can help you celebrate on board or arrange something special for a friend or loved one – even renew your wedding vows! Call 13 24 69 to speak to one of our friendly staff about celebration services, including wine and floral arrangements. Please note, pre ordering and payment of flowers is required at least 21 days prior to sailing and pre ordering and payment of wine is required at least 7 days prior to sailing.

Q. What services do you have available for groups travelling together?
A. Not only can you get great discounts and bonus packages as a group on select sailings, you’ll also have access to a number of on board services. These include meeting areas, audio/visual equipment, cocktail parties with canapés, entertainment, children’s parties, invitations, group photos and cakes. Please note that charges may apply. Please do not hesitate to contact your travel agent or P&O Cruises for further details.

Q. What duty and tax-free shopping is available on board?
A. Duty and tax-free shopping on board includes liquor, perfume, digital cameras, fine jewellery, watches and giftware, all at great savings against Australian domestic retail prices. Duty and tax-free shopping is not available on Australian coastal cruises, except Queensland cruises featuring Willis Island.

Customer Relations and Complaints

At P&O Cruises, we are always looking for ways we can make cruising a more enjoyable experience for all our passengers. As such, your feedback is very important to us. If you have any concerns about any aspect of your cruise holiday, or if you want to provide feedback on how we can do things just that little bit better, we would love to hear from you.
Please call us on 1800 127 384 (AU) or 0800 444 740 (NZ).

For your convenience, our Customer Feedback Department is available for your calls Monday to Friday, 9.00am to 5.00pm (AEST).

Alternatively, you can write to us at:
Carnival Australia – Customer Feedback Department
Locked Bag 1014,
St Leonards, NSW 1590
Australia

Fax: +61 2 8424 9150

Email: cust.relations@carnivalaustralia.com

Your correspondence will be acknowledged within 5 working days and we will endeavour to have a full response to you within 21 days.