In anticipation of your cruise experience

From booking to payment: here you can read questions and answers on a wide range of topics related to planning your cruise.

Booking

General information:
Any reservation you create is non-binding. When you create a reservation, you will receive a booking form (by e-mail, or by post upon request). To make a firm booking, please complete and sign the form and return it to us (by fax, e-mail or post) at:

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax     +49 40 307031 - 70
E-Mail  salesteam@hl-cruises.com

Please be aware that the reservation is valid only until the expiry of the reservation period and after this time will be made available again for others to purchase.

Reservation periods: for cruises departing within the next three months, the reservation period is three days; for longer-term departures, the reservation period is seven days, in each case commencing from the first day on which the reservation is created. The periods may vary for special offers.

  1. Telephone reservation
    We will be pleased to take your reservation by phone on +49 40 307030 - 70
  2. Online reservation
    You can check current availability and create a reservation under the following link:
    https://www.hl-kreuzfahrten.de/en/buchung/trip-selection
  3. Reservation through your travel agency
    Your personal contact at your travel agency will assist you when booking your dream cruise.

In this case, it is possible to create a waiting list. Please take into account the following distinction:

Non-binding waiting list: We accept this type of waiting list by phone or in writing. If the requested waiting list is confirmed, we will prepare an offer for you. You can make a firm booking on the basis of this offer within the reservation period or cancel it free of charge.

Binding waiting list:This type of waiting list is the equivalent of a booking form and you must send it to us in writing and signed by fax, e-mail or through the post at:

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax     +49 40 307031 - 70
E-Mail  salesteam@hl-cruises.com

We will also be happy to accept a non-binding waiting list in advance by phone, and will then change it to the status of a binding waiting list upon receipt of your signature.

A binding waiting list has higher priority and takes precedence over non-binding waiting lists. If we are able to confirm your request, we will not prepare an offer with a reservation period. Instead, your firm booking will be made immediately and the confirmation and invoice sent to you.

For guaranteed cabins or suites, we accept only binding waiting lists.

Binding waiting list

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If you are already planning cruises that are not yet in the current catalogue, it is possible to create a pre-booking. You can send your requests to us in writing (for example, same cruise as XY in the year, cabin and flight requests).

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax      +49 40 307031 - 70
E-Mail  salesteam@hl-cruises.com

We will refer to this when the preview folder or main catalogue appears in order to prepare a non-binding offer based on availability.

Pre-Booking

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Cruise prices

A distinction is made in our published prices between cruise only and cruise including arrival and departure package.

Please note that for selected expedition cruises (for example, the Antarctic) the cruise price (cruise only – from/to the pier) may additionally include charter flights.

You will find details about charter flights and individual services included in the arrival and departure packages in the itinerary for the cruise concerned.

The cruise price (cruise only) for our expedition ships MS BREMEN and MS HANSEATIC includes the following:

  • Expedition in the booked category
  • Full board on the ship (early-bird breakfast, breakfast, morning bouillon service, lunch and dinner, afternoon tea and coffee with pastries, midnight snack)
  • Full board on the ship (early-bird breakfast, breakfast, morning bouillon service, lunch and dinner, afternoon tea and coffee with pastries, midnight snack)
  • Experienced experts give lectures, provide in-depth answers to questions about the cruising area and accompany Zodiac landings
  • Champagne awaits you in your cabin on your day of arrival
  • Mini bar filled with non-alcoholic drinks in the cabin (refilled daily)
  • Flat screen, DVD player and Wi-Fi in every cabin; on MS HANSEATIC, these also provide access to your private e-mail account as well as an integrated video-on-demand system
  • Sending and receiving e-mails (without attachments) free of charge
  • Deutsche Schiffs-, Kreuzfahrt- und Expeditionsleitung sowie deutschsprachige Servicecrew an Bord
  • Comprehensive information about the cruise, manuals about the flora and fauna of the Amazon, the Arctic and Antarctica, the South Seas and the Bering Sea, as well as expedition maps
    Information about the port or destination (when available) in the cabin in the form of pocket-size travel guides
  • Depending on the destination, warm parkas and rubber boots as well as snorkelling equipment and Nordic Walking poles are provided on loan on board (subject to area and availability)
  • Free use of all on-board facilities (except services of the photo shop, hairdresser, massage, boutique, Internet)
  • Harbour and airport fees where applicable
  • Cancellation cost insurance and bankruptcy insurance

The cruise price (cruise only) for our luxury ships MS EUROPA und MS EUROPA 2 includes the following:

  • Cruise in the booked category
  • Fresh fruit and champagne await you in your suite on your day of arrival
  • Full board on the ship: welcome cocktail, breakfast, morning bouillon service, lunch, dinner, afternoon coffee and tea with pastries, hot waffles and midnight snack; individual meal selection also possible
  • Fresh fruit and vegetable juice available during breakfast hours
  • A different entertainment programme every day with on-board activities, interesting courses, conversations, scientific lectures, film screenings, contemporary seminars or sophisticated evening programmes and more
  • Adventurous Zodiac rides (depending on routes and weather conditions), all landings or tours in the ship’s own Zodiacs or tenders (potential admission fees or guided tours by local tour guides not included)
  • Television in every suite also with integrated music programmes, contemporary or classical video and audio programmes, news, weather map, reports, interviews, travel reports, up-to-date travel information, e-mail, Internet (subject to charge) and much more
  • Mini bar filled with soft drinks and beer in the suite
  • Bottled water during the shore excursions
  • Use of on-board facilities and equipment free of charge (subject to availability): auditorium with film screenings and geography lectures, library, board games, entertainment programmes, sauna, fitness areas, golf simulator, tablet PC, snorkelling equipment (subject to official approval) and much more; the use of the Internet and services of the OCEAN SPA, the photographers and video producers as well as the boutique merchandise are subject to charge.
  • Eine deutsche Schiffs- und Kreuzfahrtleitung sowie eine deutschsprachige Servicecrew mit Reise Concierge Service, Hostess/Guest Relation Manager, Kreuzfahrtberatung, Touristikbüro, Reiseleitern etc.
  • Harbour fees
  • Cancellation cost insurance
  • Bankruptcy insurance
  • Extra service on MS EUROPA: warm, waterproof parkas are provided on loan for Zodiac landings depending on the destination

The tables below will give you an overview of our pricing model for children:

Children's pricesMS EUROPA - MS EUROPA 2 - MS HANSEATIC - MS BREMEN
Daily rate/cruise onlyArrival and departure packages
0-1 year€ 0,--90%
2-11 years€ 0,--25%
12-15 years€ 60,--

Prices for accompanying adults are calculated according to our published prices or for "single travellers" (single with child) (with the exception of a family apartment on MS EUROPA 2).

For prices for single travellers, please refer to the relevant price section in the main catalogue or the price table for your desired cruise on our website. You are also welcome to search for specials specifically for single travellers.

You will find an up-to-date overview under the following link: http://www.hl-cruises.com/offers

All gratuities on board are included in the price of the cruise. Acknowledgement of particularly good service is at the discretion of each guest.

Payments

The following methods of payment are possible:

  • By bank transfer - on request, we will provide you with transfer forms together with your invoice.
  • By credit card - we will be happy to send you the necessary document for credit card payment by e-mail, fax or post. Payment by credit card will incur a transaction fee:
    - Visa, Mastercard, AMEX and Diners Club: 0,7 % of the cruise price

Hapag-Lloyd Cruises does not accept payment by direct debit.

If the contract is concluded - that is, if the passenger receives the written booking confirmation - on or before the 365th day prior to the start of the cruise, a deposit of 10 % of the cruise price must be paid for each participating passenger. If the contract is concluded - that is, if the passenger receives the written booking confirmation - on or after the 364th day prior to the start of the cruise, a deposit of 20 % of the cruise price must be paid for each participating passenger. Before paying the deposit, the passenger will receive a refund security certificate.

The deposit will be due 14 days after receipt of the booking confirmation/invoice.

If the cruise departure is less than four weeks in the future, the deposit and balance will be combined.

The balance is due and payable four weeks prior to departure. The total amount will be payable immediately for cruises booked within four weeks of the departure date. Hapag-Lloyd Cruises will send the final travel documents after receipt of the balance (four weeks prior to departure at the earliest).

Insurance

Our cruise prices include a cancellation cost insurance policy from Europäische Reiseversicherung/ERGO Group.

The cancellation cost insurance is valid for passengers residing within the European Economic Area and for Swiss nationals.

The insurance cannot be deducted from the cruise price and is an integral part of the booking. The excess is 20 % of the refundable loss, but no less than € 25 per person.

Information about insurance policies may be found in the following document.

Cancellation cost insurance

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We offer you travel curtailment insurance as part of our multi-cover package underwritten by Europäische Reiseversicherung/ERGO Group. Our multi-cover package includes:

  • Travel curtailment insurance
  • Travel health insurance  
  • Multi-cover service (cancellation advice)  
  • Luggage insurance

These services are only available as a package and may be booked at any time prior to departure. Information about prices and booking conditions may be obtained by phone on +49 40 307030 - 70.

Should you become ill prior to your cruise and are not sure whether you should cancel your trip, please contact the Medical Advisory Service at Europäische Reiseversicherung/ERGO Group.

The Medical Advisory Service is automatically included in each cancellation cost insurance policy from Europäische Reiseversicherung/ERGO Group.

An independent travel doctor will advise you as to whether you should cancel or wait for the cruise to start, when, if all is well, you might be fit to travel after all.

24-hour hotline +49 89 4166 -1766
E-Mail MedBeratungsservice@erv.de

Travel documents

About three or four months before departure, you will receive your preliminary travel information.

You will receive your final travel documents from roughly four weeks prior to departure onwards, after we receive your final payment.

Preliminary travel information includes the following:

- important travel information such as

  • Immigration and visa requirements (designed for passengers of German, Austrian and Swiss nationality)
  • Vaccination and health requirements  
  • Clothing, currency and cash recommendations 
  • Addresses and telephone numbers of local agencies

- additional enclosures (depending on the ship, route and cruise theme) 

  • Shore excursion brochure with booking form 
  • Personal details report - for final check of customer details 
  • Where applicable, reference for visa application 
  • A to Z of on-board services

Final travel documents include the following information: 

  • Itinerary and important information about the booked travel arrangements to the cruise departure point and from the cruise arrival point 
  • Flight and luggage information 
  • Itinerary for individually booked services 
  • Luggage tags 
  • Electronic flight tickets 
  • Ship ID cards and vouchers

Shore excursions

You will receive all the information relating to your shore excursions with your preliminary travel information approximately three or four months before the start of your cruise. In addition to a shore excursion brochure, you will also receive a booking form for you to pre-book your excursions. Please send this to us by e-mail, fax or through the post at:

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax     +49 40 307031 - 70
E-Mail  salesteam@hl-cruise.com

You can also view and pre-book your shore excursions quickly and easily via our online booking tool at:
https://www.hl-kreuzfahrten.de/buchung/en/OpenReservation
. To do this, log in using your booking number and date of birth and click first on "Change existing reservation" and then on "Shore excursions".

If any excursions are no longer available for you to book, you will be notified and offered an alternative or the option of joining the waiting list.

You can also reserve excursions on board, subject to availability.

All excursion fees will be charged to your on-board account.

Please refer to the information in your shore excursion brochure: 

  • Shore excursions that are not marked with * can be cancelled free of charge up to 48 hours before the excursion begins.
  • Shore excursions that are marked with * have individual conditions of cancellation. Please contact your travel agency for details or contact Hapag-Lloyd Cruises on +49 40 307030 - 70.

In general, it is possible for children to participate in all of our published shore excursions. Please refer to our information relating to age restrictions and our general recommendations in your shore excursion brochure.

Discounts for children on all regular excursions:
Children up to and including the age of three years are free of charge. Children from four up to and including the age of 11 years receive 50 % reduction on the excursion price (except for flight excursions and overland tours). Children aged 12 years and older pay the full excursion price.

Family cruises on MS EUROPA and MS EUROPA 2:
On published family cruises, in addition to the regular shore excursions in our shore excursion brochure, you will also find accompanied children's and teens' excursions. Children's excursions accompanied by a nanny (for children from four up to and including the age of ten years) and accompanied teens' excursions (from 11 up to and including the age of 15 years) are subject to a charge and take place without the company of parents or grandparents.

The special family excursions are likewise subject to a charge and take place in the company of parents and grandparents or another accompanying adult.

Some prices are worked out on a graduated scale and are listed separately for each family, teens' or children's excursion.

Travel without barriers

MS EUROPA 2:
This ship offers two Grand Suites designed to meet the needs of disabled guests (Category 13, Deck 8, Suites 811 and 813, each with a living area of 43 m²/452 ft², veranda 10 m²/108 ft²).

MS EUROPA:
This ship offers two suites designed to meet the needs of disabled guests (Category 5, Deck 7, Sport Deck, Suites 734 and 733, each with a living area of 27 m²/291 ft², veranda 9 m²/97 ft²).

Please refer to the forms "Information and requirements for disabled passengers".

MS EUROPA 2

MS EUROPA

You can bring your own wheelchair with you. Please refer beforehand to our information relating to disabled guests (see previous item).

To ensure the smooth processing of your booking, please submit the forms "Bringing your own wheelchair" and "Information and requirements for disabled passengers" (see previous item) together with your booking form.

You can send the forms to us by e-mail, fax or through the post at:

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax     +49 40 307031 - 70
E-Mail  salesteam@hl-cruises.com

Please also refer to our information under the item "Arrival and departure".

Form for bringing you own wheelchair

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If you are bringing a walking frame with you, please inform us in advance at:

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax     +49 40 307031 - 70
E-Mail  salesteam@hl-cruises.com

You will not incur any additional costs. For flights, the walking frame will be considered as hand luggage.

For safety reasons, wheelchair users and disabled passengers are not normally able to ride in the ship's own Zodiacs or rubber boats. However, in ideal weather and sea conditions, and following detailed checks by the captain, we will make every effort on-site to enable exceptions from this rule.

Shore excursions take place almost exclusively in buses. Depending on the destination, facilities on board the excursion tour buses vary. It is therefore frequently difficult for wheelchair users to participate in a transfer to and from the ship, since it is often impossible to lift the wheelchairs into a standard transfer bus. Please feel free to contact us to arrange an individual transfer (Phone +49 40 307030 - 70). Naturally, we will be happy to organise individual excursions for you for an additional charge.

Please bear in mind that the gangways on the ships are often very high and, depending on the tides, can also be very steep, making them difficult for guests to manage with walking difficulties or if confined to a wheelchair. Our crew will make every effort to provide the best possible assistance. For safety reasons, we cannot guarantee that you will be able to leave the ship and go ashore in every harbour if the gangway is too steep (such as at high tide) or if we cannot guarantee safe entry into a tender boat. The captain, or the safety officer acting on his behalf, has sole responsibility for making the decision about this matter locally.

Dialysis cruises

Dialysis cruises are offered on cruises with the EUROPA and the EUROPA 2. There is a fully equipped haemodialysis unit on board with professional care provided by qualified nursing staff.

You will find details about the itineraries for these cruises in the following brochure:

Travel with Dialysis

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There is professional care available for a maximum of four dialysis patients on each cruise.

Each dialysis cruise is accompanied by an experienced dialysis doctor. Dr Peter Rittich or Dr Hendrik Westermann are in attendance on most cruises. Should you have any questions about dialysis schedules and treatment on board, please contact us or make direct contact with our dialysis doctor, Dr Rittich, at:

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax     +49 40 307031 - 70
E-Mail  salesteam@hl-cruises.com

Dr. med. Peter Rittich
Oberstraße 85
20149 Hamburg
Phone +49 40 410 39 93
Fax     +49 40 457 717
E-Mail  rittich@schiffsdialyse.de
www.schiffsdialyse.de

Each dialysis session costs € 299.

Families on board

MS EUROPA and MS EUROPA 2: 

  • Eight months within Europe
  • Two years for all other destinations

 MS BREMEN and MS HANSEATIC:

  • Eight months within Europe 
  • Worldwide when over the age of two years (Antarctica and the Antarctic when over the age of six years)
  • Age recommendation for voyages for young discoverers: 10 to 17 years

MS EUROPA 2:
On this ship, we offer our family apartments - 2 × 20 m²/215 ft² suites with connecting doors, Deck 8 - ideal for parents or grandparents with two or three children (depending on age).

As an alternative to Category 12, we offer suites with connecting doors in Categories 2 and 3. We will be happy to advise you by phone about the cruise of your choice (+49 40 3070-3070).

MS EUROPA:
Suites are available on this ship for occupancy by up to four persons in Categories 1-7 and 10. We also offer suites with connecting doors in Categories 4 and 6. We will be happy to advise you by phone about the cruise of your choice (+49 40 3070-3070).

MS HANSEATIC:
An additional sofa bed is available in Categories 2 to 6, enabling triple occupancy in each cabin. In Category 7, an extra bed will be placed in the suite subject to availability.

MS BREMEN:
In Categories 1 to 3, triple occupancy is possible in some cabins.
There is a fold-down sofa bed for use by the third person.

The following cabins may be booked for triple occupancy:
All cabins in Category 1 with the exception of Cabin 302
In Category 3, you can book the following cabins for triple occupancy:
415-420 and 401-408

Hapag-Lloyd Cruises offers a range of themed cruises, including family cruises (MS EUROPA and MS EUROPA 2) and voyages for young discoverers (MS HANSEATIC and MS BREMEN).

Click here for an up-to-date selection.

On our luxury ships MS EUROPA and MS EUROPA 2, you can ask for the following equipment to be placed in your suite: 

  • Changing mat 
  • Baby monitor 
  • Travel cot (can also be used as playpen) 
  • High chair 
  • Baby bath 
  • Toilet seat insert 
  • Nappy bin with vacuum closing. For our small guests aged two to three years old, we additionally offer the Knopf Club (subject to a surcharge) on the EUROPA 2.

Further information

Health

Expectant mothers who are or will be less than 24 weeks pregnant at the time of embarkation must produce a certificate from an appropriate medical specialist (gynaecologist) confirming that they are fit to travel in the territory covered by the cruise itinerary. We are unable to carry expectant mothers in the 24th week of pregnancy at the time of embarkation or who will enter the 24th week of pregnancy during the cruise.

We request that you contact our sales team in advance if you are considering exotic destinations or cruises where you will be at sea for many days in succession (e.g. transatlantic).

You will also find information on cruising and pregnancy in Clause 14 of our General Terms and Conditions of Business.

We require a completed medical questionnaire from all guests travelling to the Antarctic with the HANSEATIC or BREMEN. This must be certified by your GP or the practitioner who is treating you and returned to us.

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax     +49 40 307031 - 70
E-Mail  salesteam@hl-cruises.com

The questionnaire is essential for the following reasons:

There is no medical care network in the Antarctic. All our ships feature a hospital with a qualified doctor, a good inventory of medications and medical equipment. This is for your own safety and the information will be treated with strict confidentiality.

Please note the deadlines for returning the questionnaire as cancellation costs may be incurred.

The bed linen is 100 % cotton. We can provide hypoallergenic linen on request.

Kontaktieren Sie uns hierzu unter:

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax     +49 40 307031 - 70
E-Mail  salesteam@hl-cruises.com

Ventilators that work with ambient air and do not require a separate oxygen supply are permitted. It is important that the devices work on 230 volts (V)/16 amperes (A)/60 hertz (Hz). Depending on the type of device, any deviations may cause the device to malfunction. No repairs can or may be carried out on board. Such devices must be registered at the time of booking or no later than four weeks prior to the cruise departure.

Please register your medical devices by e-mail, fax or through the post at:

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax     +49 40 307031 - 70
E-Mail  salesteam@hl-cruises.com

Hapag-Lloyd Cruises ships have a ship's hospital equipped with modern medical facilities which is under the direction of an experienced ship's doctor.  

If you suffer from allergies or have special dietary requirements, please let us know in advance so that we can pass this information on to the relevant people.

Hapag-Lloyd Kreuzfahrten GmbH
Ballindamm 25
20095 Hamburg
Phone +49 40 307030 - 70
Fax     +49 40 307031 - 70
E-Mail  salesteam@hl-cruises.com

FAQ

ARRIVAL/DEPARTURE

Can I also have my luggage picked up? What should I consider if I make individual travel arrangements?

Questions about arrival & departure
FAQ

LIFE ON BOARD

In which suite category can I enjoy the butler service? Is there always a golf pro on board?

Questions about life on board
FAQ

PRIVATE JET TRAVEL

Who handles the visa formalities? Are there any shore excursions and what do they cost?

Questions about the private jet