Terms and conditions

As a carrier, Hapag-Lloyd Cruises, a TUI Cruises GmbH company, is legally obliged to send data about you, your travel route and your travel document to the so-called Entry/Exit System (EES) of the European Agency for Large-Scale IT Systems (eu-LISA) when (re-)entering the Schengen area from October 12, 2025. This is intended to digitize and relieve the entry and exit system within the Schengen area. The system checks whether a corresponding visa is available and digitally confirms this to us as the carrier. Since you provide the relevant data as part of your trip, no further action is required on your part. Further information can be found here: https://travel-europe.europa.eu/ees_en. You can find more detailed information on data transmission in the data privacy notice on the website at https://www.hl-cruises.com/legal/privacy-notice. 

From the fourth quarter of 2026, travelers from visa-exempt non-EU or non-EEA countries are required to apply for an ETIAS travel authorization prior to entering the Schengen area or Cyprus. Before cruise departure, Hapag-Lloyd Cruises, a TUI Cruises GmbH company, is required to digitally verify this ETIAS travel authorization as part of the ETIAS system. To do this, data about you, your travel document and your travel itinerary will be transmitted to the system of the European Agency for Large-Scale IT Systems (eu-LISA). You can find more information about this at: https://travel-europe.europa.eu/etias_en. The ETIAS obligations apply to nationals from 60 visa-exempt countries, as listed on https://travel-europe.europa.eu/etias/who-should-apply_en#applicant-countries; among others, nationals from the following countries are concerned: USA, UK, Canada, Ukraine, Bosnia and Herzegovina, Kosovo, Montenegro, Serbia, in addition several countries from Middle and South America, Asian and Arabic countries and overseas regions. You can find more detailed information about the data transmission in the data privacy notice on our website at https://www.hl-cruises.com/legal/privacy-notice.  

TUI Cruises GmbH has taken out insolvency cover with Deutscher Reisesicherungsfonds GmbH, applicable for bookings by European based customers. For further information visit the DRSF website at https://drsf.reise/.

For booking by UK customers, the Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under its ATOL Franchise and The Package Travel and Linked Travel Arrangements Regulations 2018 for TUI Cruises GmbH, number 5652, ATOL number 12926, and in the event of their insolvency, protection is provided for the following:

1.      Hapag-Lloyd cruise packages sold to UK customers;
2.      flight inclusive packages, flight only and linked travel arrangements (LTAs) sold as a principal under the ABTOT ATOL Franchise.

ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad.   

In the unlikely event that you require assistance whilst abroad due to our financial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.

You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made

When you buy an ATOL protected flight or flight inclusive holiday from us, you will receive an ATOL Certificate.  This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. 

The price of our ATOL-protected flight inclusive Packages includes the amount of £ 2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.

We, or the suppliers identified on your ATOL Certificate or holiday itinerary, will provide you with the services listed on the ATOL Certificate or itinerary (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder or supplier may provide you with the services you have bought or a suitable alternative (at no extra cost to you).  You agree to accept that in those circumstances the alternative ATOL holder or supplier will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder or supplier. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder or supplier, in which case you will be entitled to make a claim under ABTOT.

If we, or the suppliers identified on your ATOL certificate or holiday itinerary, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder, alternative supplier or otherwise) for reasons of insolvency, ABTOT Limited may make a payment to (or confer a benefit on) you under its scheme. You agree that in return for such a payment or benefit you assign absolutely to ABTOT Limited any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ABTOT ATOL Franchise scheme.

For further information visit the ATOL website at www.atol.org.uk or the ABTOT website https://www.abtot.com/