FAQ's - Prior to travel

See below for our list of most frequently asked questions

Prior to travel
Q. Once I've booked, what other information do you require?

Once your booking is confirmed, a member of the Reservations Team will send you a link to Trip Personalier, where you'll need to enter your personal details. Please ensure your details are entered and submitted prior to travelling. 

Required information: 

Date of Birth:
Telephone Number:
On Tour Mobile Number: 

Next of Kin Details
Daytime Phone:
Night-time Phone:

Passport Details
First Name
Middle Name
City of Birth
Country of Birth
Date of Issue
Date of Expiry
Passport Number
Country of Issue

Frequent Flyer Membership – if applicable

VISA numbers if applicable

Please note all guests must complete their Trip Personaliser form prior to travelling. Failure to complete the form may prevent guests travelling with Emerald Cruises.

Q. Are Emerald Cruises protected by ATOL and ABTA?

Yes: ATOL number 9294, ABTA number Y6328

Q. Do you have a loyalty club?
A. Yes. As soon as you return from your first cruise or tour with us, you’ll be enrolled in our EmeraldEXPLORER loyalty club. This entitles you to exclusive benefits, including savings on future cruises, advance notice of new itineraries, and much more. Earn points every time you travel with us to move between our loyalty tiers. For more information, visit our EmeraldEXPLORER page.
Q. Do you have a refer-a-friend scheme?
A.  Yes. When you are a member of our EmeraldEXPLORER loyalty club, you can take advantage of our Refer a Friend scheme. Tell your friends about your Emerald Cruises experience and both referrer and friend will receive £100 booking discount if they decide to book. Find out more here.
Q. Could changing water levels affect my cruise?

In the rare event of low or high water levels, certain itineraries may be affected by these conditions out of our control. However, we will do everything within our power to minimise the impact these conditions have on your holiday, making alternative arrangements for the duration of the itinerary.

Q. Do the excursions require a high level of mobility?

A number of the shore excursions are conducted from coaches, so it is important that guests are capable of walking up and down the coach stairs. Furthermore, some of the shore excursions include walks through towns and cities – which may not be suitable for guests with limited mobility.

Guests with limited mobility will require the services of a responsible companion, due to the, sometimes, limited availability of crew members during shore excursions.

Find out more about EmeraldPLUS, EmeraldACTIVE and our inspiring days ashore - click here.

Q. Do the ships provide mobility/wheelchair access?

We welcome all guests with mobility issues but please be aware that limitations could exist on-board and during shore excursions. Our lifts service three out of the four decks, with access to the Sun Deck only possible using stairs. Under appropriate circumstances, guests are allowed to use a collapsible wheelchair on-board.

You must be able to climb up and down the stairs on coaches and some shore excursions may require movement over cobblestones or up and down stairs. Guests with limited mobility will require the services of a reasonable companion, since the crew is limited. On occasions, we may be required to dock alongside other ships, which means accessing the shore via the Sun Deck. For further information, please contact one of our travel advisors.

Q. Do you offer face-to-face information sessions?

Yes, we do, our information sessions are the perfect opportunity for anyone who has considered a river cruise, to hear about life on-board our luxurious Star-Ships. Upcoming information sessions will be promoted on the Emerald Waterways website, alternatively contact the team on 0800 330 340 to register your attendance.

Q. How do I know which ship I am travelling on?

If requested, we can confirm the name of the ship at the time of booking. Your booking confirmation will also show the name of the ship on which you are travelling.

Q. I'm pregnant- can I still cruise?

Most river cruise companies do not allow mothers-to-be on-board past their 28th week of pregnancy. Pregnant women that do decide to travel may be asked to provide a doctors certificate stating their fitness for travel.

Q. Is River Cruising suitable for solo travellers?

Absolutely! Our warm and welcoming atmosphere is perfect for first-time and seasoned solo travellers alike, with included guided group excursions at each destination and evening dinners inviting conversation with like-minded guests. Most of our Emerald Cruises Star-Ships have single occupancy staterooms.

Q. Is there an emergency contact for the ship?

We provide full email and telephone contact details for the ship in your final documents.

Q. My question isn't answered elsewhere how can I contact you?

Call us on 0800 330 340 or send us a message here.

Q. Should I attach the Emerald Cruises luggage label provided prior to departure?

No, please wait until you have claimed your luggage at your destination airport. This will ensure airline companies will not remove this tag, as it is required to easily identify your luggage for transfer services and hotels.

Q. What is the standard baggage allowance?

Each guest is entitled to one piece of checked (hold) baggage, and the total sum of its length, width and height must not exceed 160cm (62 inches) and the weight must not exceed 20kg (44lbs).

Additional baggage may be permitted but this will be at the cost of the guest.

Q. What safety requirements should I be aware of?

Once you have boarded your Star-Ship, the on-board crew will conduct a safety briefing for all guests. This will run-through the relevant safety procedures, and what you should do in the event of an emergency. All our ships are equipped with safety equipment to ensure the safety of our guests, including sprinkler systems and life-saving equipment.

Q. What validity do I need on my passport?

All guests are required to possess a passport valid for 6 months beyond the conclusion of their trip. Please note: If your nationality (passport) differs from the country in which you reside, please take the time to check carefully with your local consulates concerning visa and passport requirements for your travels. Holidays can be disrupted or have to be altered altogether if the correct documents cannot be supplied at airports or borders, so check carefully that you have the required papers.

Q. Are cruises LGBT friendly?

Yes, all our cruises are LGBT friendly. A selection of our destinations are famed for an LGBT friendly atmosphere, including Amsterdam, Antwerp, Vienna, Cologne, Prague and Budapest.

Q. When will we receive our final documents?

You can expect your travel documents to arrive between 2 – 4 weeks prior to your departure date. When booking within two weeks of departure date, your travel documents will be emailed to you to print at home.

Q. Will Brexit affect my holiday?

Until the UK officially leaves the EU, there won't be any changes to holiday arrangements. Travellers are free to move between the UK and the EU as they were before the vote. European Health Insurance cards are also still valid, as are regulations such as Air Passenger Rights.

Q. Will I need a visa to enter Europe post Brexit?
A. The European Parliament has approved legal changes, ensuring that UK citizens will not need a visa to travel to the EU for short stays of up to 90 days within a 180 day period following Brexit, even in the event of a no-deal exit.

If your question has not been fully answered, please get in touch via our Contact Us form.