Flights
If you booked your flights with us: Contact our Emergency Handling team — they'll check your booking and arrange a solution. You can reach them on +44 330 808 1884.
If you booked your flights independently: Check the airline's website using your booking reference — you may already have been rebooked. If you have, please make sure your new flight gets you to the departure airport at least 90 minutes before the ship sails. If your new arrival time is too close to departure, or you haven't been rebooked at all, contact the airline, your booking agent or our Emergency Handling team for help.
Go straight to the airline's service desk. They should rebook you onto a new flight and, if needed, arrange a hotel stay.
Once rebooked, check that your new flight gets you to the departure airport at least 90 minutes before the ship sails. If your new flight is too late, or the airline is unable to help, please contact our Emergency Handling team straight away on +44 330 808 1884 and we'll arrange an alternative.
At the airport, report your missing luggage straight away — either at the airline's desk or on their website. During registration, include all the places you'll be staying on your trip (including any hotels and the ship), along with your dates. The airline will give you a Property Irregularity Report (PIR) — keep this safe.
If your bags haven't arrived before you board, bring your PIR to Reception. Our team will help track down your luggage and arrange delivery to the ship. We can also advise on where to buy any essentials you need. We'll do our best to help with medication, but cannot guarantee this — so please pack any vital items or medicines in your hand luggage.
Keep all receipts for any essentials you buy, as you'll need these for your claim with the airline.
On your return, report any missing luggage at the airport or via the airline's website. They will deliver it to your home as soon as possible.
If you plan to skip any flights from your flight itinerary you need to let us know first about this change. This is due to Airline Flight Sequence requirement and your tickets needs to be updated so that not all flights are automatically cancelled by the airline.
If you have booked your flights through us and you are informed either prior or at the airport that your airtickets are set to stand-by, this is mostly due to airline overbookings. Please be aware that we do not book any stand-by tickets and you have the right to demand a seat on the flight. Please note that the airlines are informed that you have booked a cruise and need to arrive on time to your destination.