Frequently Asked Questions

Got Questions? We’ve Got Answers. 

Welcome aboard! 

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.

 

Do I need a passport and visa? 

When travelling outside of your home country, a passport is required and many countries require that the passport be valid for at least 6 months after the date of travel. Some countries also require a visa/e-visa or in other cases, a visa waiver.

We know that navigating visa applications and requirements can be confusing. We can help. Avalon Waterways is pleased to offer its customers the expertise and experience of iVisa, with fast and easy ways to obtain visas, passports, and/or other documents required for travel. You can check visa requirements for your destination by visiting the iVisa Web site at www.ivisa.com. Simply select your country of travel to obtain any necessary visa forms.

Where can I find the docking location for my cruise ship? 

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. You can find potential docking locations at https://my.avalonwaterways.com/.

Exact docking locations for cities where there are multiple docking locations will be available 24 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 by clicking here. Once your ship’s docking assignment is available, you can download a map that shows only that specific location, including address.  

What clothes should I pack for excursions? 

During your Avalon journey, your days will be filled with a range of exciting excursions. We recommend dressing for enjoyment and practicality, as weather conditions can be unpredictable. Layering is always a wise choice for outdoor activities, and it's helpful to bring a small backpack or handbag to store jackets and sweaters. Don't forget to pack your most comfortable walking or athletic shoes to keep your feet happy and active. Please note that certain excursions may also have specific requirements, such as covering knees or shoulders in holy places or avoiding shorts during evening events in ports-of-call. 

If you're looking to stay active and have some fun, we're excited to let you know that an Adventure Host will be available on all European cruises. They will lead daily workouts and assist you in pursuing your own fitness goals, whether it's biking, hiking, or other individual adventures. Dress for your personal fitness success and embrace the active opportunities available to you. 

Can I book transfers? 

We can organise departure transfers for you, as well as pick up from the airport, should you require it. Transfers are provided by independent third-party transportation companies (where available).

Our mission is to make your trip as seamless as possible, just ask us how.  

Can I book flights with my cruise?

Avalon offers a wide range of flight options to get you from here to there – from a huge range of carriers, seating selection and preferred pricing from our airline partners. And we’ll ensure your flight schedule is perfectly coordinated with your cruise – call us to learn more.

Can I stay extra nights before and after my holiday?

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 holiday and are not available on some cruise-only itineraries or in some cities. If your holiday includes a hotel stay, every effort will be made to reserve extra nights at the hotel where your holiday 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.  

How does Avalon choose hotels?

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. The specific hotels we have selected for you are listed separately for each holiday. 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 holiday. 

What about young travellers and children?

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 holiday. 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.   

How does Avalon handle itinerary disruptions?

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 labour 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% Europe 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 95 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, your satisfaction and comfort remain our commitment to you. 

What size can my suitcase be?

Your bag should have dimensions not exceeding 76cm x 53cm x 28cm and a weight not exceeding 22 kg. We regret that we are unable to accept a second suitcase or any luggage exceeding these limits on any Avalon holiday outside of Europe. Some holidays 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 

What currency should I use on my holiday?

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.  

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.

Ecuador uses U.S. dollars as their official currency. Credit cards are usually accepted in larger towns; in smaller towns, cash is recommended. 

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.

Egypt uses Egyptian Pound (EGP) as its official currency. Credit cards are accepted in Egypt, 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.  

Are gratuities included?

Gratuities for your Cruise Director, Local Hosts, Local Guides, driver, and ship’s crew are not included in the trip price (unless otherwise noted in pricing details) and are discretionary. 

How can I book?

You can book your Avalon River Cruise through our website, or by calling us directly on 0800 000 883. You can also let your Travel Agent take care of the details for you.

What payment methods do you use?

We accept payment via Bpay, Electronic fund transfer (EFT), PayPal, Visa, MasterCard and American Express. Merchant fees apply to purchases made by credit card and PayPal.

What is SafetyNet Protection?

Give yourself peace of mind and flexibility by adding SafetyNet Protection to your booking for $95 per person*. This allows you to cancel your booking with no penalties up to 30 days prior to your holiday, or transfer your holiday to another date with only 24 hours' notice.

*Conditions apply, click here to learn more.

What is the single traveller supplement?

Our cruises are priced per person, based on double occupancy. For single travellers who prefer the privacy of their own stateroom, single accommodation can be requested. The cost will depend on the cruise and departure date, please call us for single room supplements. Please note not all accommodation types are available on all holidays.

On many departures, we’ve waived the single supplement fee!* Contact us to find out more.

*Conditions apply.

Why is my contact information collected when I book?

There may be times when unforeseen events beyond our control impact travel schedules and potentially disrupt your holiday. 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 travelling. 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 travellers.

Please log these details online in your MyAccount or MyAvalon. We can’t send out your travel documents until they’re in there.

Can I save if I book as a group?

No matter the occasion – family reunion, friend’s getaway, club event or church group – Avalon provides a great collection of river cruises for you and your group. Book your holiday as a group of 10 or more on select river cruises and one passenger cruises for free! As your group grows, so does your discount. Our specialised Groups Department can make all the arrangements for the perfect cruise for you and your crew.

What are MyAccount and MyAvalon?

MyAccount and MyAvalon are an online facility which allows guests to manage and personalise their booking, such as viewing your hotels and itinerary, purchasing optional excursions, advising of any special dietary requirements, and more.

Why do I need a MyAccount/MyAvalon?

All customers are required to register with MyAccount or MyAvalon and link their booking so that they may accept the Terms & Conditions and Health & Safety Waiver, as well as add essential traveller details.

How do I register?

Once you have booked your cruise, head to travel.globusfamily.com.au and follow the on screen instructions.
 

When will I receive my Travel Documents?

The following requirements must be completed to unlock your travel documentation approximately four weeks prior to departure:

• Acceptance of Terms & Conditions

• All traveller information submitted, including passport and emergency contact details

• Full payment of booking has been received

In some cases, such as travel to parts of Africa, you may also be required to submit a waiver acknowledging the risks associated with health and safety.

When can I book Optional Excursions?

Prior to the commencement of your holiday, you have the option to preview and pre-book additional excursions up to 90 days in advance. These excursions will also be accessible during your holiday but can no longer be booked online once within 4 days of the scheduled excursion date. By securing your excursions and activities in advance, you can tailor your cruise to suit your preferences, and effectively plan your schedule and finances. To acquire excursions for your cruise, simply login to your MyAccount and find the Optional Excursions section. We recommend you book early to avoid excursions selling out.

Having trouble logging in?

Try the following troubleshooting suggestions:

• Ensure you are on the correct website: travel.globusfamily.com.au

• Reset your password

• Use a different device (ie. laptop, computer, mobile phone, tablet)

• Try using a different browser (Google Chrome is most suited for MyAccount/MyAvalon)

• Try clearing your internet history, cache, and cookies

What beverages are included on board?

In Europe, complimentary wine, beer, and soft drinks are included with lunch and dinner; sparkling wine with breakfast; and select beer, wine, spirits, and cocktails during Happy Hour. Specialty coffees, tea, and filtered water refill stations are available 24 hours a day.

In Asia, complimentary coffee, tea, soft drinks, and local beer/spirits are available throughout the day and wine is included with lunch and dinner. In the Amazon, complimentary coffee, tea, select soft drinks, and local beer/spirits are available throughout the day and wine is included with dinner. In the Galápagos, complimentary coffee and tea are available throughout the day and wine is included with dinner. All cruises include filtered water refill stations available 24 hours a day.

Click here to learn more about Avalon's onboard beverages.

What meals are included on board? 

All meals are included on board Avalon Waterways – prepared by talented chefs who serve regional specialties as well as familiar favourites using only the freshest, local ingredients.  

In Europe, enjoy daily buffet-style breakfast and lunch and daily four-course à la carte dinner. Alternatively, you may dine al fresco at our Sky Grill on the Sky Deck (weather and itinerary permitting) or indulge in the Panorama Bistro’s tasting menu. Daily afternoon tea is also included, as well as complimentary room service for continental breakfast, lunch, and dinner.  

On the Mekong, a mix of Western and local dishes are 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 options.  

Click here to learn more about Avalon's onboard dining.

What is a Cruise Director?

Each departure is accompanied by a skilled Cruise Director who is fluent in English and possesses extensive expertise in their field. In the Amazon and Galápagos, knowledgeable Naturalists join the cruise to provide insights about the surroundings. For Special Interest cruises, an expert is assigned based on the specific theme, ranging from Wine Masters to History Experts, ensuring an enriched and specialised experience for passengers. 

Is there a dress code on board? 

Aboard Avalon Waterways, we prioritise a friendly atmosphere over formality, trading white gloves for warm welcomes and suits and gowns for comfortable suites and a sense of adventure. When it comes to cruise attire, our only code is comfort. 

Onboard, dinner attire is casual, with guests typically opting for collared open-neck shirts, slacks, skirts, or dresses. While gentlemen are welcome to bring sports coats if they prefer a sporty look, they are not required. Some guests may choose to dress up for special occasions such as the Captain's Reception or Farewell Dinner. For your own comfort and that of your fellow cruisers, we kindly request that shorts not be worn in the Dining Room or Panorama Lounge during evenings. Additionally, bathing suits should be reserved for the Sky Deck when using the whirlpool or pool (varies by ship). 

For cruises on the Mekong, Amazon, and Galápagos, we suggest forgoing dressier attire due to the warm and humid climates in these regions. In short, wear whatever makes you feel comfortable and suits your personal style, both onboard and during your off-board discoveries. 

What language is spoken on board? 

The language on board is English. All staff, crew, and tour guides speak English. All announcements and commentary will be in English.  

What is the smoking policy on board? 

All ships have non-smoking interiors. Smoking is permitted only in a designated outdoor area of each ship. 

What if I require medical services? 

Due to the proximity to land, onshore medical services can be called rapidly. On Amazon and Galápagos ships, first-aid-trained staff are available.

What if I have special dietary requirements or requests? 

Guests should advise of any dietary or medical issues that may affect them during their holiday. In your MyAccount, you can notify us in advance to ensure your special request will be accommodated. 

Are cruises handicap accessible? 

At Avalon Waterways, we strive to accommodate the needs of disabled and mobility-impaired travellers to the best of our abilities. However, we want to clarify that we may not always be able to fulfill every request due to certain limitations. While we make reasonable efforts to assist travellers, we cannot assume responsibility if we are unable to provide individual assistance in certain situations.

It's important to note that most of our transportation services are not equipped with wheelchair ramps. We encourage you to review our terms and conditions for further information regarding our services and their specific accommodations. To learn more about how we can assist you, please don't hesitate to contact us directly. We are here to address any questions or concerns you may have regarding your specific needs. 

Will I be able to get laundry done? 

On board, you can take advantage of our convenient laundry service, available at a nominal charge. Please refer to the price list provided in your stateroom for details. Kindly note that dry cleaning facilities are not available on board for clothing items. To ensure your safety, we kindly request that passengers refrain from ironing their clothes in the staterooms as it poses a safety risk. However, you can utilise our onboard laundry service to have your clothes professionally pressed for a fee. Please be aware that laundry service is not available in the Galápagos region. 

Are the ships air conditioned?  

All rooms on the ships are air conditioned and heated. All ships have individual controls in the staterooms.  

Do the staterooms have hairdryers and safes? 

All ships have hair dryers for passenger use. Please contact the reception desk if your stateroom is without one. Ships also provide in-room safes. 

Is there a shop on board? 

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. 

Is there a daily noticeboard? 

The onboard daily newsletter features information about daily activities, shore excursions, and tour departure times. 

Is there a library on board? 

In the Club Lounge library you’ll find books, cards and board games. You may check out books from the library free of charge. We ask that you return them before your cruise ends. 

How do I pay for services on board? 

For your convenience, all purchases and paid services on board are billed with a guest check and added to your personal shipboard account. For payment of shipboard accounts, Euro and U.S. dollars are accepted in Europe 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 the currency on board is the U.S. dollar and shipboard accounts can be settled by credit card (Visa or MasterCard) or with cash. Shipboard accounts can be settled by credit card (Visa, MasterCard, or American Express), or with cash. Traveller's checks are not accepted in Asia. 

What if I’m celebrating a special occasion? 

Passengers celebrating special occasions, such as anniversaries or birthdays, should alert ship personnel upon boarding the ship. Ask about special services available to help you celebrate.  

Is Wi-Fi available on board?

All Avalon ships in Europe and in Egypt have complimentary Wi-Fi available. Internet cafes can also be found in many towns in Western Europe, generally with reasonable charges. 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.

What is the AvalonGO App?

The AvalonGO mobile app for your mobile device keeps you informed and on course before and during your cruise. Find schedules, daily itineraries, GPS, and dining and entertainment options for free time in each destination.

Click here to learn more.

What electricity and power outlets are available on board?

Europe: 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.

Asia: 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.

South America: 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.  

Egypt: 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 into the wall sockets for dual voltage appliances and a converter as well as an adapter for appliances that are not dual voltage. Bathroom sockets are solely for razors (and/or battery chargers for digital cameras, mobile phones). 

What telephone services are available on board? 

Europe: 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. 

Asia: On the Mekong, a phone is available in each suite which may be used to call between suites. In case of emergency, a phone is available at reception for ship-to-shore calls. 

South America: In the Galápagos and the Amazon, there is a satellite-linked pay phone available for use in an emergency. 

Egypt: On board your ship, each stateroom has its own telephone that may be used to call room to room and ship to shore. Any charges are placed on your shipboard account. Because the phone system for ship-to-shore calls function via satellite, there may be times, depending on routing, when reception (and, therefore, calling) is not possible. 

Do staterooms have televisions? 

Europe: 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. 

Asia: On the Mekong, each stateroom has colour satellite TV and will receive some English programming and a selection of movies.

South America: 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. 

Egypt: Each stateroom has colour satellite led TV and will receive some English programming. Due to the satellite system, there may be times when reception is poor or falls away altogether for short periods.