FAQ for cruise bookings
How long will my journey take?
This depends upon which transfer or tour you are taking. Full details of the itineraries can be found on each webpage, indicating what time you will be collected and an approximate time of arrival at your destination. Please refer to the webpage for specific information on your service.
My chosen hotel is not on your list of pick up or drop off points, can I take this service?
We collect from the vast majority of London city centre hotels and Heathrow airport hotels. Occasionally we are unable to pick up or drop off at certain hotels because they are not in London city centre, Heathrow airport or not easily accessible by coach. Please email us at [email protected] and we will advise if we can collect/drop off at your hotel, or direct you to the closest pick up/drop off point.
I would like to join this tour but you do not service the ship I am travelling on. What can I do?Our transfers from the port are available to passengers on other ships not listed, when dates and arrival times coincide with the ships we do service. You will need to make your own way to the ship we are servicing on that date. Please note on your booking the ship you are arriving on, and we can then advise which ship you will need to make your way to. Please note you will need to arrive at our meeting point by 08.00am to meet your guide/driver. Our tours and transfers depart at 08.30am.You will need to take a taxi from your ship to our meeting point which should take no longer than 10 minutes. There will be taxis waiting outside of your cruise ship however to avoid queuing we recommend pre booking a taxi in advance. Our office will be happy to provide the details of a local supplier. The average fare will be £6-7.
My flight arrives at Heathrow in the morning of my transfer, how can I join this service?
This will depend upon the arrival time of your flight. On average it takes around 40-60 minutes to get through passport control and collect your luggage. This can vary depending on how busy the airport is at any given time. Once you have your luggage you will need to make your way to the nearest hotel pick up either by taxi or by using the regular airport Hoppa bus service:
- Arriving at Terminal 1, 2 or 3 - Please go to Park Inn Heathrow, Bath Road, UB7 0DU.
- Arriving at Terminal 4 - Please go to Hilton Heathrow Terminal 4, Hounslow, TW6 3AF.
- Arriving at Terminal 5 - Please go to Sofitel Heathrow Terminal 5, Heathrow, TW6 2GD.
A taxi journey from the terminal to the hotels listed above would take 5-10 mins, the Hoppa Bus will take 15-20 minutes. You will need to ensure you have enough time to get to the meeting point for the earliest pick up time stated on the itinerary. This means if our pick up is 09:00 - 09:45am at a particular hotel, you MUST be at that pick up point 09:00am.
What happens if my flight is delayed and I cannot get to the meeting point on time?
When you book you will be given an emergency contact number on your E-ticket. We advise that you contact us on this number to inform us of your new arrival time so that we can best advise the options available to you. At Heathrow airport our collections take place in a 30-45 minute time period. If you do contact us and are running 10-15 minutes late we would advise you to go to one of the hotels scheduled for a later pick up time. Please note our scheduled Shore Excursions and transfers are shared options and the final departure times cannot be delayed for late arrivals, however we will always assist you in making your way to the ship. As a general guide we would not recommend our shared service for anyone arriving at Heathrow less than 2 hours before the pick up time. In all cases refunds on shared transfers cannot be applied to missed transfers due to late flight arrivals or delays in luggage collection or passport control. In this situation you will need to check if it is possible to make a claim through your airline or your travel insurance. If your flight arrival timings are too near to the shared transfer departure time we would strongly recommend you book a private transfer. With private transfers the departure time can be delayed.
Will I get to my ship on time?
Our Shore Excursions and Transfers are all designed for passengers going to and from the cruise ship. Our itineraries are based on the ships arrival and departure times. We would not offer an itinerary that did not allow passengers to get to their ship in time for its departure. Many ships will give allotted check in times, this is to help stagger passenger arrivals at the terminal and is more an indication of the earliest time they wish you to arrive. All of our tours aim to have passengers at the ship by 2pm. In the unlikely event of there being delays out of our control, such as traffic problems, we will liaise directly with the ships ground handling team and keep them updated on our progress and expected arrival time at the port.
How far in advance should I book?
Our tour dates go on sale 12-18 months in advance. We always advise booking early to avoid disappointment as availability cannot always be guaranteed if booking is left until closer to the date of travel. We offer a free cancellation policy up to 42 days prior to travel.
Should we tip our driver or guide?
Tips are entirely at the customer’s discretion and in no way expected. Should you feel inclined to tip, your driver or guide would be grateful, but you should not feel obliged. A 10% tip is considered customary in the UK.
I have sightseeing included in my transfer – do I need to book entry?
We have various options available, some with entry included and some where entry is an ‘Optional Extra’. If the entry is included this will be made clear on the itinerary page. Where entry is an ‘Optional Extra’ this will also be made clear on the itinerary, and the entries will be available to book in the ‘Book this Tour’ box when selecting your date, number of passengers etc. If entry is included or you have added it as extra then you do not need to contact the attraction and book entry. You will not need separate entry tickets to the attraction, the guide will manage your entry on the day. If you know you want to visit an attraction we always advise you add the tickets on at time of booking your transfer (if entry is optional). We cannot guarantee entry for passengers to the attractions that have not pre-booked and paid.
My flight arrives or departs from Gatwick – can you pick me up or drop me off there?
Unfortunately Gatwick is not in London and not in our collection or drop off zone. We advise passengers use Victoria Station in central London as their drop off point as there are regular, cost effective transport options available from here directly to Gatwick. You can check out these options at: