Relaxed luxury. That’s our philosophy. See some answers to frequently asked questions to make your cruise experience ship shape!
Whether it’s your first Avalon Waterways river cruise, or you’re joining us again, you’re sure to have a few questions about what to expect on your cruise. From ship amenities to travel tips, we’re here to make preparing for your cruise simple and easy.
If you’re getting on board with us, get online too! As you’re sailing the world’s waterways with Avalon, you’re invited to share your best “views” from your trip or Suite Ship by using #AvalonInView on Instagram and Facebook. Go ahead! Tag those photos and videos that need no words. You know, the ones that perfectly capture a place, a moment, a memory or a feeling. Then let us picture you in the amazing places Avalon delivers you with #AvalonInView.
Relaxed luxury. That’s our philosophy. See some answers to frequently asked questions to make your cruise experience ship shape!
From purchasing flights through Avalon to international currency to purchasing optional excursions, we’ve got the answers to make preparing for your cruise a breeze.
Taking care of a few simple steps before you cruise makes for smooth sailing! Get the answers you need about passports, visas, travel IDs, and itinerary documents.
Get answers to common questions about a number of things—from adding a vacation to your cruise to packing the right-sized suitcase!
From flight delays to missed transfers, we've got the assistance and contact information required.
You can find this by going to www.avalonwaterwaysports.com 24-72 hours prior to embarkation for the exact docking location.
Air Conditioning and Heating
All rooms on the ships are air conditioned and heated. All ships have individual controls in the staterooms.
Europe: Choice of complimentary wine, beer or soft drinks are included with dinner & lunch and sparkling wine with breakfast. Complimentary specialty coffees, tea, and filtered water refill stations are available 24 hours a day.
Asia: Complimentary coffee, tea, soft drinks, and local beer/spirits are available throughout the day. Wine is included with lunch & dinner. Filtered water refill stations are available 24 hours a day.
Amazon: Complimentary coffee, tea, select soft drinks, and local beer/spirits are available throughout the day. Wine is included with dinner. Filtered water refill stations are available 24 hours a day.
Galápagos: Complimentary coffee and tea are available throughout the day. Wine is included with dinner. Filtered water refill stations are available 24 hours a day.
Clothing & Dress Code
Your comfort is our first concern. Onboard and onshore dress codes are casual. Please bring comfortable walking shoes for sightseeing. Dinner attire is casual—open-neck shirts and slacks for men; slacks, skirts, or dresses for ladies. Coats and ties may be worn if preferred. The Welcome and Farewell Dinners in Europe are dressy, but not formal. On the Mekong, Ganges, Amazon, and Galápagos, dress attire, including coats and ties, is not recommended due to the warm, humid climate.
All meals on board are prepared by accomplished chefs who prepare regional specialties as well as familiar favorites with only the freshest, local ingredients. Our Suite Ships® feature daily buffet-style breakfast and lunch with your choice of soups, main courses with starter, salad, or sandwich, and, of course, dessert. Complimentary room service is also available with Continental breakfast, lunch, and dinner. On the Mekong and Ganges, a mix of Western and local dishes is offered; in the Galápagos, you'll be able to taste some Ecuadorian specialties; and in the Amazon, you will be able to sample Peruvian specialties along with Western dishes. Learn more about Avalon's dining options.
A professional, experienced, English-speaking Cruise Director accompanies every departure. Naturalists are on board in the Amazon and Galápagos. Special Interest cruises typically include an expert specific to the cruise theme—from Wine Masters to History Experts.
Electricity on board in Treasure of Galápagos is 110v. Electricity on board the Delfin III is 220v. The bathrooms have a dual 220v/110-120v plug for shavers and small appliances. You will need an adapter or converter to use in other outlets in the stateroom for any small personal items such as a razor, curling iron, or alarm clock.
All ships have hair dryers for passenger use. Please contact the reception desk if your stateroom is without one.
All Avalon ships in Europe have complimentary Wi-Fi available. On the Mekong and Ganges, complimentary Wi-Fi access is available in the Panorama Lounge. The signal is not always reliable, as you will be cruising through remote areas. To access the ship's Wi-Fi Internet network, you will be given a PIN number at reception to use on your laptop, tablet, or mobile device. Wi-Fi is not available in the Amazon or Galápagos.
Laundry service is available on board for a modest fee. Check the price list in your stateroom. Clothes cannot be dry cleaned on board. For safety reasons, we ask that passengers do not iron their clothes in the staterooms as this is a safety hazard. Onboard laundry service will press your clothes for a fee. Laundry service is not available in the Galápagos.
You may check out books from the ship's library free of charge. We ask that you return them before your cruise ends.
Due to the proximity to land, onshore medical services can be called rapidly. On Amazon and Galápagos ships, first-aid-trained staff is available.
News & Information
The onboard daily newsletter features information about daily activities, shore excursions, and tour departure times.
The language on board is English. All staff, crew, and tour guides speak English. All announcements and commentary will be in English.
Each ship has a shop area offering souvenirs and some select personal and toiletry items. There is no shop on board ships in the Galápagos.
Ships provide in-room safes.
All ships have non-smoking interiors. Smoking is permitted only in a designated outdoor area of each ship.
Passengers celebrating special occasions, such as anniversaries or birthdays, should alert ship personnel upon boarding the ship. Ask about special services to help you celebrate.
Your Shipboard Account
For your convenience, all purchases and paid services on board are billed with a guest check and added to your personal shipboard account.
Email and Internet: All Avalon ships in Europe have complimentary Wi-Fi available. Internet cafes can be found in many towns in Western Europe, generally with reasonable charges.
Electricity: Onboard electricity is 220v. Wall sockets take a European 2-prong plug. To use any small personal appliance such as an electric razor, curling iron, or electric plug-in type alarm clock, you will need an adapter to plug in to the wall sockets for dual voltage appliances and a converter as well as an adapter for appliances that are not dual voltage. Converters must be EU certified. Cheap, non-certified converters may damage your appliance and are a fire hazard on the ship. Staterooms are also equipped with USB outlets which are useful for charging phones, tablets, cameras, etc.
Telephone Service: Each stateroom includes a direct dial telephone which may be used to call between staterooms. Ship-to-shore calls are also available in Europe. Any charges are placed on your shipboard account.
Television: Each stateroom has colour satellite TV and will receive some English programming. There is a shipboard information channel and a channel with a wide selection of movies and music.
Email and Internet: Wi-Fi is not available in the Amazon or Galápagos.
Electricity: Onboard bathrooms have a dual 220v/110-120v plug for shavers and small appliances. You will need an adapter or converter to use in other outlets in the stateroom for any small personal items such as a razor, curling iron, or alarm clock. Electricity on board the Treasure of Galápagos is 110v. Electricity on board the Amazon’s Delfin III is 220v.
Telephone Service: In the Galápagos and the Amazon, there is a satellite-linked pay phone available for use in an emergency.
Television: Treasure of Galápagos provides a TV in the ship's library for playing DVDs only. There is no television service on the Amazon or Galápagos cruises.
Email and Internet: On the Mekong and Ganges, complimentary Wi-Fi access is available in the Panorama Lounge. The signal is not always reliable, as you will be cruising through remote areas. To access the ship's Wi-Fi Internet network, you will be given a PIN number at reception to use on your laptop, tablet, or mobile device.
Electricity: Onboard voltage is 220v with combination outlets to accommodate modern dual voltage electronics with no adapter/converter USB charging ports are available on the Mekong. Onboard bathrooms have a dual 220v/110-120v plug for shavers and small appliances.
Television: On the Mekong, each stateroom has colour satellite TV and will receive some English programming and a selection of movies. On the Ganges, each stateroom has a TV with a selection of movies.
OVER THE BARREL
The most common method of punishment aboard ship was flogging. The unfortunate sailor was tied to a grating, a mast, or over the barrel of a deck cannon.
TO KNOW THE ROPES
There were miles of cordage in the rigging of a square rigged ship. The only way to keep track of and to know the function of all of these lines was to know where they were located. It took an experienced seaman to know the ropes.
Thin and worn sails were often treated with oil or wax to renew their effectiveness. This was called "dressing down." An officer or sailor who was reprimanded received a "dressing down."
The bottom portion of a sail is called the foot. If it is not secured, it is "footloose" and dances randomly in the wind.
In 1740 British Admiral Vernon (whose nickname was "Old Grogram" for the cloak of grogram which he wore) ordered that the sailors' daily ration of rum be diluted with water. The men called the mixture "grog." A sailor who drank too much grog was "groggy."
The poop is the stern section of a ship. To be "pooped" is to be swamped by a high, flowing sea.
AS THE CROW FLIES
When lost or unsure of their position in coastal waters, ships would release a caged crow. The crow would fly straight toward the nearest land, thus giving the vessel some sort of navigational fix. The tallest lookout platform on a ship came to be known as the "crow's nest."
CUT AND RUN
If a captain of a smaller ship encountered a large enemy vessel, he might decide that discretion was the better part of valor. He would order the crew to cut the lashings on all the sails and run away before the wind. This term also meant to cut the anchor cable and sail off in a hurry.
TOE THE LINE
When called to line up at attention, the ship's crew would form up with their toes touching a seam in the deck planking.
UNDER THE WEATHER
If a crewman is standing watch on the weather side of the bow, he will be subject to the constant beating of the ocean spray. He will be "under the weather."
Avalon Waterways makes reasonable attempts to accommodate the special needs of disabled and mobility impaired travellers but is not responsible in the event it is unable to do so. Because we cannot provide individual assistance to travellers in many situations, and most of our transportation services are not equipped with wheelchair ramps, we recommend that you view our terms and conditions for details and contact us to learn more.
Vacation prices are per person, based on double occupancy, and do not include airfare except as noted on the itinerary pages. Single room supplements and triple room reductions are listed where applicable; not all accommodation types are available on all vacations. We encourage full deposit early to secure your space and to protect the price of your vacation. Prices are subject to increase without notice, subject to the guarantees set forth below.
Once Avalon has received your full non-refundable land/cruise deposit your vacation price is guaranteed and you are protected against any base land/cruise price increase due to currency surcharge. Any subsequent cost increases are at our expense, not including energy cost increases and/or any government tax increases.
If you purchase air through Avalon, an additional non-refundable air deposit (£200 per person for departures) is required to protect your air fare price. Please note that Avalon reserves the right to ticket passengers upon receipt of full land and air deposit. Thus any changes at your request made after receipt of your full deposit are subject to airline-imposed change fees and/or changes in airfare price. These fees are your responsibility to pay and will be required at time of request. This includes name changes or name alterations.
Air is only available to passengers travelling from the UK and is only available when booked in conjunction with a land/cruise vacation. In most cases, you’ll be offered a choice of carriers and flight schedules as well as price points to choose from when selecting your flights. Your schedule will be provided to you at the time of booking (schedules are subject to change by carriers).
Please see the Terms & Conditions for full information on our Pricing Policy.
Most of the countries you will be visiting in Europe use the Euro. Exceptions are Bulgaria, the Czech Republic, Hungary, and Romania; they all have their own currencies, but the Euro is accepted in many establishments. Many locations accept major credit cards; however in small towns they are not widely accepted. In these cases and for incidentals or small vendors, you will need some local currency. ATM machines are located on shore at some stops. Prior to your departure, confirm with your bank that your ATM or credit card and PIN number will work abroad. All purchases on board are charged to your room account. For payment of shipboard accounts, Euro and U.S. dollars are accepted as well as American Express, Visa, MasterCard, and Diners Club. A fee is charged for the use of checks. Personal checks cannot be cashed on board.
In Southeast Asia:
In Vietnam (Dong) and Thailand (Bhat), local currency is used primarily while in Cambodia U.S. dollars are widely accepted in addition to the local currency (Riel). ATMs are available in most large cities and will dispense the local currency. It is advised that you check with your bank to ensure your card will work; otherwise, we recommend you bring all the currency you’ll need from home.
The currency on board is the U.S. dollar. Shipboard accounts can be settled by credit card (Visa or MasterCard) or with cash. Traveler's checks are not accepted.
The Indian rupee is the currency used throughout the country. ATMs are available in most large cities and will dispense the local currency. The currency on board is also the Indian rupee. Shipboard accounts can be settled by credit card (Visa, MasterCard, or American Express), or with cash. Traveler's checks are not accepted.
Ecuador uses U.S. dollars as their official currency. Credit cards are usually accepted in larger towns; in smaller towns, cash is recommended. Shipboard accounts may be settled by credit card (Visa, MasterCard, or American Express), cash, or traveler's checks.
Peru uses Nuevo Sol (PEN) as their official currency; however, U.S. dollars are widely accepted. Credit cards are accepted in Peru, and you should have no problems using them in larger shops and restaurants. Visa and MasterCard are most accepted. Smaller shops may ask you to pay in cash or have a minimum amount required to use a credit card.
If you have already made a booking and need to apply a payment, please login to access your booked cruise vacation.
You can learn about the optional excursions available on your Avalon holiday, including cruises with Monograms extensions, by logging in to https://my.avalonwaterways.co.uk/. A complete listing will also be available in your travel documents. These are available to purchase in advance online from 90 days prior to departure to 3 days prior to the excursion operation date (exceptions may apply). We recommend you book early to avoid excursions selling out.
NOTE: Optional activities and excursions are subject to change and may not be available as described; please visit our website for up-to-date information, including Terms & Conditions and details regarding payment.
Book your vacation as a group of 16 or more to save. Receive valuable rebates when forming your own group for travel on river cruises: one person travels free in a group of 16. These group rebates do not apply to any international or intra-vacation flights. Free land and cruise arrangements are credited at the twin rate; single room and stateroom supplements must be paid in full. Learn more about group river cruises.
For single travellers who prefer the privacy of their own room and stateroom, single accommodation can, of course, be requested. Call for single room supplements.
It is now a UK Government requirement for certain key passport & personal data to be provided for security reasons. You will be required to provide this information via a designated web portal. If you do not submit this data your booking may be subject to cancellation because the transport provider may be unable to allow you to travel. Inaccurate or incomplete data could delay your journey, either at check-in or with the immigration authorities. We cannot accept responsibility for incorrect or incomplete data provided, and if you are unable to travel for any reason relating to the provision (or omission) of API data, no refunds will be available.
Avalon utilizes bulk contracts for our air services, which includes intra-vacation air offered on many of our vacations. Depending on the destination, our contracts require us to provide the international ticket number in order to issue the intra-vacation air tickets. If this information is not obtained, either the intra-vacation air or the entire vacation will be cancelled.
There may be times when unforeseen events beyond our control impact travel schedules and potentially disrupt your vacation. These include, but are not limited to, severe weather conditions, acts of nature, and government travel advisories. Under such circumstances, it is critical that Avalon be able to contact you immediately and reliably—including nights, weekends, and holidays—to make sure you are informed of any possible changes to your travel.
Additionally, the care and safety of our guests is our highest priority. There may be a need to contact you during your trip or to contact your designated family member or friend in the event of unforeseen circumstances while you are traveling. Therefore, in addition to pre-trip contact information, we also require an emergency contact name and number, as well as an on-trip phone number for all travelers.
To update your contact information for your Avalon cruise, log in to the MyAvalon site (you will need your invoice/reservation number).
Please see our user guide to assist you My Avalon Guide
When traveling outside the UK a passport is required. Some countries also require a visa.
Avalon will email you a set of travel documents, which includes a copy of your itinerary and, where applicable, information on your hotels and optional excursions. Electronic Travel documents, including applicable eTicket receipts, itineraries, and other information are sent approximately 2-3 weeks prior to departure, provided full payment has been received.
If you'd like to add extra hotel nights, we will try to make arrangements for you at our contracted rates. Rates are per person, per night, and include a room with private bath, breakfast, service charges and taxes. Extra hotel nights are only available immediately prior to or after your vacation and are not available on some cruise-only vacations or in some cities. If your vacation includes a hotel stay, every effort will be made to reserve extra nights at the hotel where your vacation stays. If space at the hotel is not available, alternative accommodations will be reserved at a hotel of equivalent standard. When this is the case, the transfer to and from the included hotel is at our expense. During particularly busy periods, hotel space in certain cities can become so limited that we may be unable to sell extra nights.
Whilst we do not sell holiday insurance, we have partnered with Holiday Extras, a leading travel insurance provider, who can provide you with comprehensive travel insurance for your trip. Holiday Extras can offer competitive rates of insurance, details of which can be found on the insurance page click here for more details. t is your responsibility to ensure that the insurance cover you purchase is adequate and appropriate for the needs of you and your party, including cruise cover, if your holiday includes a cruise
Avalon is proud to be associated with some of the finest establishments worldwide. Many of them belong to famous chains such as Westin, InterContinental, and Hilton-- Deluxe, Superior First-Class & First-Class hotels nearly everywhere we travel.
The specific hotels we have selected for you are listed separately for each vacation. The vast majority of them are rated Deluxe (D), Moderate Deluxe (MD), Superior First-Class (SF), or First-Class (F) establishments. A small few overnight destinations do not offer hotels in these categories, in which case we choose the best available (BA) hotels available.
Avalon hotel ratings follow the standards set by the independent Hotel & Travel Index and by national tourist boards. The specific rating for each contract hotel is determined by our quality controllers.
We reserve the right to substitute hotels listed on the itinerary pages with hotels of equivalent standard. With your Avalon travel documents, you'll receive a list of hotel addresses, telephone numbers, and fax numbers for your vacation.
In our many years of cruising experience, we have found that children under the age of eight typically are too young to fully enjoy a cruise vacation. Because of this and for the safety and enjoyment of all passengers, we do not accept children under eight years of age. In addition, please note that there are no special arrangements or activities for children on our ships.
Avalon is a cruise vacation with a Cruise Director and Globus is an inclusive escorted tour with a Tour Director, both of which follow a set itinerary. Monograms vacations are designed for independent travel, including a package added to your cruise, with stays in major cities and destinations that include hotel accommodation with breakfast, sightseeing with VIP access, transportation between cities, and the services of a Monograms professional Local Host.
Avalon is committed to minimizing its impact on the environment and to reducing its dependence on non-renewable resources. In this endeavor, we have implemented policies to support this mission and are working carefully to enhance our products with this mission and our values combined. We are committed to complying with all relevant legislation and/or regulations.
Avalon maintains a policy of "Leave Only Footprints and Take Only Photos." Our staff and major service providers strive to ensure that no removal of any natural or cultural artifacts or materials occurs to ensure each environment looks and functions the same before and after our visit. Our cruise directors educate passengers on our "do no harm" code of conduct to ensure passenger compliance.
Avalon Waterways strives to bring you the best docking locations along Europe’s rivers. In many cities, this includes multiple docking sites. Docking positions at each port are assigned by local authorities, and may vary depending upon the number of ships in port on any given day. This can sometimes result in double-docking with more than one ship assigned to the same dock and the ships “rafted” together, temporarily obstructing some views from on board the ships. Exact docking locations will be available 24-72 hours prior to embarkation.
Before your cruise’s docking location is available, you can download a map of all possible docking sites for your embarkation city at www.AvalonWaterwaysPorts.com. Once your ship’s docking assignment is available, you can download a map that shows only that specific location, including address.
Mother Nature (water levels and weather conditions), as well as man-made conditions (maintenance or repair of locks that all ships must pass through), as well as logistical obstacles due to labor strikes or natural elements can create unforeseen disruptions to river navigation.
Avalon’s extraordinary expertise in river cruising keeps us prepared for all such unlikely disruptions or delays—with your comfort and convenience always our paramount priority.
Our dedicated ground team, fleet of comfortable motorcoaches, long-term relationships with quality hotels, and a global tour operations network allow us to quickly address any changes (other than minor deviations stated in our “Terms and Conditions”) that require alternative plans during your cruise. Avalon’s 100% Suite Ship fleet will often make it possible to transfer our guests to a sister ship — when water level disruptions are unchanged after 48 hours—for seamless accommodations and expedited continuation of your journey. Each circumstance is assessed as unique, based on our more than 90 years of experience in travel touring. With real-time updates via social media, we provide complete transparency and valuable information for our guests.
Before, during, and after your Avalon Waterways cruise, we are dedicated to your safety, comfort, and convenience. With our contact-information policy at the time of your booking, to swift resolution protocols during your cruise, to ease of post-cruise communication with Traveler Services, your satisfaction and comfort remain our commitment to you.
The diverse and fascinating geography of the European Continent has blessed it with magnificent and varied natural sights. Mountain ranges such as the Swiss Alps, the French Vosges, Germany's Fichtelgebirge and Black Forest region have given birth to the great rivers of Europe which have provided most important transportation links since ancient times.
Before the advent of highways and road transportation, the rivers were the only efficient method of carrying goods from one place to another. Those most important trading centers located on a river soon grew into some of Europe's most important cities—Budapest and Vienna on the Danube, Strasbourg and Cologne on the Rhine, Mainz and Frankfurt on the Main, Coblenz and Trier on the Moselle, to name but a few!
The challenge facing the early navigators was how to tame the rivers and make them navigable along their entire lengths. One of the answers was the invention and development of the lock—a device used for raising and lowering boats, ships and other watercraft between stretches of water of different levels on river and canal waterways. Locks employ a fixed chamber in which water levels can be varied to accommodate a vessel. Normally, water levels on each side of a navigation lock are different, so a lock has to work like an elevator. This is accomplished by using two sets of gates to enclose a chamber.
The lock starts with one set of gates open, and the water level in the chamber is the same as the water in the channel on that side. A vessel enters through the open gates. Once the vessel is moored inside the lock chamber, the lock operator closes the lock gates behind the vessel. With the vessel securely tied up and the gates closed, the lock operator can then open the valves at the opposite end of the lock. To adjust the water level in the lock chamber to match the water level of the waterway on the opposite end, water is allowed to enter into the chamber from the high-water side, or drained out of the chamber to the low-water side, thus raising or lowering the ship.
Once the water levels are equalized, the gates at that end are opened and the vessel can continue on its way.
The Rhine-Main-Danube Canal runs between the German towns of Bamberg and Kelheim via the historic city of Nuremberg, transporting thousands of river cruise ship passengers every year between the Rhine, Main and Danube rivers.
Connecting the Rhine River with the Danube via its tributary, the Main, was a dream of Charles the Great, or Charlemagne, who began the first attempt at construction of the "Fossa Carolina" more than 12 centuries ago. While his construction effort failed, parts of the canal are still visible in southern areas of central Franconia. King Ludwig I of Bavaria built the first fully functioning Main-Danube Canal in only 10 years of construction from 1836-1846. Yet, the Ludwig-Main-Danube Canal as it was called, with its 101 water locks was rather narrow and its practical use for shipping was highly limited. Its operation came to an end in 1945, partly due to damage from the war.
The planning of the present canal dates back to 1922. A project of this magnitude caused a lively debate over the environmental and economic consequences of its construction. Economic planners gravely overestimated its potential, while environmentalists largely underestimated the positive aspects of its construction for the biotope—and the fact that the canal actually provides 1.25 million cubic meters of water to the dry Northern Bavarian region every year.
It was not until September 1992 that the present-day Main-Danube Canal was opened for traffic. It stretches for a length of 106 miles from Bamberg, in Germany, via Nuremberg to Regensburg.
The canal reaches its apex 1,332 ft. above sea level. 16 water locks facilitate safe passage of vessels. 11 water locks were needed to overcome the ascent of 574 ft. between the Main in Bamberg and the apex and 5 additional locks facilitate descent from the apex. The canal is 180 ft. wide and 13 ft. deep. All traffic water locks are 40 ft. wide and 623 ft. long.
Thanks to the canal, it is now possible to navigate from the Rhine Delta at Rotterdam, Holland, to the Danube Delta at the Black Sea—a stretch of 2,200 miles.
Your single bag should have dimensions not exceeding 30"x21"x11" and a weight not exceeding 50 lbs. (22 kg). We regret that we are unable to accept a second suitcase or any luggage exceeding these limits on any Avalon vacation outside of Europe. Some vacations have more restrictive regulations than these listed above, such as cruises on the Galápagos, Mekong, and Ganges. Please refer to your travel documents for more information.
Please note that air carriers, cruise lines, and other forms of transportation may have other restrictions and requirements, including weight, and we recommend that you contact the suppliers directly for additional information. Some airlines also charge fees for checked baggage, and these fees are not included in our vacation or airfare package price. Check with your airline directly for baggage information and regulations. Avalon is not responsible for additional baggage fees imposed by air carriers.
I’ve arrived at the airport and my flight has been cancelled?
If your flight has been cancelled please liaise directly with your airline to secure new flights. The airline staff at the airport will assist you but should you need to call the airline please click here for a list of airline contact numbers. if you need to speak to the airline before you depart please click here to see a list of airline contact numbers. If you are worried about your arrival transfer, please refer to the Arrival Information section of your final documentation for arrival instructions. Alternatively call 020 8315 4510 to speak to a member of our team for further assistance. Please note this line is only manned Monday to Friday from 9am until 5.30pm.
I’ve arrived at the airport and my fight has been delayed?
If your flight has been delayed and you are worried about an onward connection, please liaise directly with the airline. The airline staff at the airport will assist you but should you need to call the airline please click here for a list of airline contact numbers. If you think you may miss your arrival transfer, please refer to the Arrival Information section of your final documentation. Alternatively, call 020 8315 4510 to speak to a member of our team for further assistance. Please note this line is only manned Monday to Friday from 9am until 5.30pm
I’ve arrived at the airport, my flights delayed, and I’m worried about my connecting flight?
If your flight has been delayed and you are worried about an onward connection, please ensure you advise the airline representative that you have a connecting flight with the airline who will be able to assist with also changing your connecting flight where necessary.
I’ve arrived at the destination airport and I cannot find my transfer?
If there are any issues with locating your transfer on arrival, please refer to the Arrival Information section of your travel document. If you miss this or are unable to locate the transport provider please take a taxi or airport bus and keep your receipt. This can be sent to us upon your return and you will be reimbursed providing a transfer was included within your holiday arrangements.
I’ve arrived at my hotel and I am unable to check in?
Check in time at hotels is generally after 2pm and you should anticipate having to check out by 10am irrespective of the time of your departure flight.
Who can I speak to locally if I have any concerns?
Please discuss this with your Tour or Cruise Director or local representative such as a hotel receptionist as they are best placed to help you.
I have suffered an injury or with illness whilst on holiday and I need to speak to someone?
Our tour director, cruise director or local representative will be able to assist you. You must also contact your travel insurer.
I have arrived at the destination airport and my luggage has not arrived?
Report your missing luggage at the desk in the airport making sure you provide them with your contact details. They will assist with tracing your luggage and will keep you updated with on when the luggage will be delivered. Don't forget to take their contact details in case you need to ask them for an update.
Committed to Your Health & Safety
Our Global Health & Safety Team has established a worldwide Assurance program, with enhanced on-trip protocols and procedures, to ensure the health and happiness of our guests. Learn more about Avalon On-Trip Assurance.