The River Cruise Line is an established tour operator, specialising in river cruises for over 14 years, with an excellent reputation and a high level of repeat business.

The increased demand from both travel agents and passengers has led us to expand our programme for the coming season, which currently features 31 itineraries to 16 countries throughout Europe, including Russia and the Baltics. Our popular Rhine and Moselle itineraries are still a regular feature aboard the exclusively chartered mps Lady Anne, and we are delighted to introduce the ms Serenity as the star of our premier cruise collection – choose from tendifferent itineraries, six of which follow the ever popular Danube, including an extended cruise all the way to the Black Sea. Plus there’s our additional fleet of carefully selected ships, which include a cruise along the Elegant Elbe and another around Russian Waterways. You can be assured however that despite the growth of our portfolio, we remain an independent company, adding a personal touch to the professional service we offer, and we stand by our mission statement: “To put our customers at the heart of everything we do.”

Ship  

How do we go about the day-to-day activities?

As well as the information you will receive with your travel documents, a day-to-day programme will be placed in your cabin each day and displayed on board. This will list the places you are due to visit and a timetable for that day including mealtimes. All our cruises are accompanied by a Cruise Director and a Cruise Manager to ensure the smooth running of the cruise and the wellbeing of our passengers. Your Cruise Director and Cruise Manager are available throughout, although due to the nature of our cruises they will not always join the coach journey to/from the UK.

What is the food like on board?

The food is home style fare which is prepared on board and aims to cater for the English palate. Breakfast will be buffet style with a selection of hot and cold dishes. Lunch and dinner are either a set menu with waiter service, or a buffet with a good selection of hot dishes; both are three courses. In addition, tea and coffee is served in the lounge. You will be advised the times of meals on each daily programme. Please note: Only special requests advised before travel can be accommodated.

Is there a dress code on board?

The dress code is informal so we advise you to take suitable clothing for the time of year. We also advise you to take a sturdy, comfortable pair of shoes. The crew asks that no denim or shorts are worn in the restaurant in the evening. On one night of the cruise there will be a 'Captain’s Party Night' for which some people do like to dress more formally.

Bar and shop payments

On your arrival at the ship you will receive a cabin card, which depending on your ship, can be topped up at the beginning of the cruise or charged at the end of the cruise. Please use your card for all payments in the bar and shop. Payments can be made by Euros, credit or debit card.

What are the cabins like?

Bed linen is provided and cabins are cleaned daily by the staff. Towels and soap are provided and replenished on request. Extra pillows may also be provided, please ask at reception. All cabins have safety deposit boxes and hairdryers are either available in the room or to hire from reception. Kettles cannot be used in the cabin, tea and coffee is available at the bar. Please ensure all windows and doors are locked when leaving the cabin.

What is the entertainment like?

This will vary from day to day but includes activities such as bingo, quizzes, music, sing-a-longs and dancing – a selection to suit all tastes. Each ship has a Musical Entertainer on board.

What is the food like on board and what time is it served?

The food is home style fare which is prepared on board and caters for the English palate. Early risers and mid morning tea and coffee are available in the Lounge Bar. Breakfast is served buffet style with a selection of hot and cold dishes. Lunch on the mps Lady Anne is a buffet and on the mps Amsterdam and ms Serenity it is a set menu of hot dishes. It varies on the ms Switzerland II depending on excursions. The evening meal is a set four course menu with waiter/waitress service, except on the evening you arrive when it may be buffet style. Coffee/tea is served in the restaurant after each evening meal. All meals are served in the restaurant. You will be advised of meal times on a daily basis as they may vary according to the day’s programme. Only dietary requests received prior to departure can be catered for, otherwise they may not be accommodated on board and will incur additional charges of 3 Euros per day.

Tipping

Tipping is entirely at your discretion and should reflect your satisfaction with the services you have received. At the end of your stay a ship questionnaire for the attention of the Captain will be left in your cabin for your comments, together with an envelope should you wish to tip the crew for the services provided. Please kindly note that this does not include the Cruise Director/Manager or the Coach Drivers who you may wish to tip separately. A general guideline for the crew is 5 Euros per day. A separate questionnaire is provided by The River Cruise Line for comments on your holiday as a whole.

 Do the ships sail at night?

The majority of our cruises ships berth in the afternoon and do not set sail again until the following morning, though this can be in the early hours of the morning. Some itineraries will require the ship to sail overnight, however, this is limited and as detailed in the relevant itineraries in our brochure.

Are the cabins noisy?

Whichever cabin you are in you will be aware if the ship is in operation, this will be clearer the closer to the engine room. But for those of you who have travelled on a river cruise before, you will know that this is rarely an issue as the majority of your time aboard is spent in the lounge or dining room. To complement our itinerary, there may be a requirement to sail early on various days throughout your cruise. Sailing times are advised on your daily programme on board. 

Electricity

For European cruises the cabin supply is 220v ac and a European plug adaptor will be required.

Smoking

All ships are non-smoking.

The use of electronic cigarettes is also prohibited. Smoking is only permitted within designated smoking areas.

Disabilities

What if I have a dietary requirement, medical condition or disability?

You must advise us at the time of booking of any dietary requirements, medical conditions or disabilities. It is vital that we are told to ensure we can accommodate you (please see Accommodation Information for further details). We have a dedicated mobility team to assist with any queries and to discuss the suitability of each holiday. Please make it apparent to one our Holiday Advisors if you do have any difficulties or specific requirements, no matter how small. Please note: You will be required to take your own luggage on and off the coach. Any requests for dietary requirement, medical condition or disability will be prioritised, but we regret that no guarantees can be given. If you have purchased our insurance please read the policy carefully to ensure it meets your requirements. We also suggest you make yourself known to the Cruise Director/Manager and the vessel staff in case you need any assistance during your holiday.

Disabilities

Wheelchairs, rollators & walking frames For passengers travelling with any of the above, we must be notified prior to departure to ensure the itinerary is suitable to your needs. You will need to be responsible for getting such equipment on and off the coach. Please note: We cannot always guarantee the berthing points for the ship and in some cases the ship may be berthed alongside other vessels. Therefore, we cannot advise that it will be possible to take these items on board the ship. The environment of the vessel does not allow for the use of wheelchairs and rollators on board.

Pre Departure

Do I need travel insurance?

Travel insurance is compulsory for travelling abroad. We strongly recommend you take out the insurance cover we offer and you take the insurance policy with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. If you are currently taking any medication or have any pre-existing medical conditions, this must be declared. If you are not happy with the cover we offer we will, providing you let us know within 14 days of the date of issue of the policy, refund the premium. Alternatively, a specimen copy of the policy is available on request or online at www.rivercruiseline.co.uk/documents

 How much luggage can I take?

Due to space restrictions, we ask that you restrict your luggage as much as possible depending on the duration of your cruise. On shorter cruises we would recommend one small suitcase (no more than 15kg in weight) per person plus light hand luggage. On longer duration cruises we would recommend one medium sized suitcase (no more than 20kg in weight) per person, plus light hand luggage. Please ensure your luggage is clearly marked (though avoid having your home address shown). We supply luggage labels with your joining instructions. We advise you to supervise your luggage when it is loaded/unloaded as neither Tour Operator or supplier are responsible for lost or stolen luggage. If flying, your luggage allowance will be advised within your joining instructions.

What if I or one of my companions can no longer travel on the holiday?

We must be notified in writing by the person who made the booking. Once this is received we will, providing payments are up to date, send you a cancellation invoice. All insurance claims must be made with the insurance company direct. For each cancellation you are liable to pay cancellation fees – please refer to Section 8 of the booking conditions for further information.

 Will there be any alterations to my holiday?

Our brochures are produced many months in advance so occasionally we may have to make changes which we will notify you of in line with Section 10 of the booking conditions. Please be aware that for river cruises there are certain requirements for the water level in order for vessels to sail. In the drier months the water level can drop whereas in the wetter months it can rise. In the event that this affects your booking we will make alternative arrangements and notify you as soon as possible.

 Can I transfer someone’s place to another person?

Yes, providing we are notified in writing by the person who made the booking not less than 14 days before the departure date. We charge an amendment fee of £20 per person which must be paid before the transfer can be made. If we are notified less than 14 days before the departure date then full cancellation charges will apply. Please note: Name changes on flight tickets are not permitted within 28 days of travel.

General Information  

When is the balance payment due? Will I be sent a reminder?

Balance payments are due 10 weeks before the departure date. The exact date will be given towards the bottom of your confirmation. Please note: All payments made by credit card will incur an administration fee of 2%. There is no fee for payments made by debit card. No reminders are sent and we do not issue receipts for balance payments. The next piece of paperwork you will receive from us will be your joining instructions.

 What currency do I need to take?

Euros France, Belgium, Holland, Austria and Germany Swiss Franc Switzerland (some tourist parts of Switzerland accept the Euro) Czech Koruna Czech Republic Hungarian Forint Hungary Slovak Koruna Slovakia Russian Ruble Russia (You are not allowed to bring Ruble into the country) Bulgarian Leu Bulgaria Polish Zloty Poland

Check with your local Post Office for the latest advice. Cash machines are available at banks in most towns and in most cases, they accept British credit and debit cards with your PIN number. Another alternative is a travellers’ cheque card, which acts like a pre-paid debit/credit card and can also be used at many cash machines abroad. Before you travel, add an amount to the card in the currency of your destination. These funds are guaranteed if the card is lost or stolen. More information is available at your local Post Office.

What is an EHIC card?

An EHIC (European Health Insurance Card) has replaced the old E111 form which is no longer valid. It entitles you to free or discounted medical care in many European countries. However it is no substitute for travel insurance. It is useful for minor accidents or injuries which will save you claiming from your insurance company. An EHIC card is free – you can apply online at www.ehic.org.uk , by telephone on 0845 606 2030 or by picking up a form at your local Post Office.

What are the passport requirements?

It is compulsory that you take a passport with you and this must have a minimum of six months validity from the date of your return to the UK (this can change and depends on the countries you will be travelling through although the relevant embassies can advise you). Holders of non-British passports should check with the relevant embassy for any special visa requirements. If you do not have a passport you should enquire at your local HM Passport Office at least 12 weeks before departure. It is the responsibility of the individual to ensure they have the correct and valid documents. You can get advice from the HM Passport Office website (www.gov.uk/renew-adult-passport) or telephone 0300 222 0000.

 Do I need a visa?

You will require a visa if travelling on the following holidays: Moscow to St Petersburg Cruise. We will send you the relevant information required with regards to obtaining your visa.

 Can I book optional excursions whilst on my holiday?

Yes, you can normally book optional excursions whilst away, please ask your Cruise Manager for assistance. However, as tours are subject to availability, we recommend booking before departure if at all possible. Excursions are normally a slightly higher price on board. You can book most optional excursions up to the day before departure by calling our Holiday Advisors on 0844 409 7971 (subject to availability).

Can I make any alterations to my booking?

Should you wish to make any alterations, such as a change of departure point, you must notify our UK Sales and Marketing Office in writing as soon as possible. We charge an amendment fee of £10 for each alteration which must be paid before an amendment can be made. In the case of flight bookings, any amendments may incur extra charges.

 What happens if I want to cancel an excursion?

If you wish to cancel an excursion before you travel you must notify us immediately and we will cancel your place and refund you the full cost (this option is not available if you are cancelling the whole holiday). Any excursions cancelled on board are non-refundable but you may be able to claim on your insurance.

Does the River Cruise Line offer a reward scheme?

Yes it does. Loyalty Rewarded - The River Cruise Line Ambassador’s Club Here at the River Cruise Line we really value our loyal customers, so as a way of saying thank you, we are delighted to announce the launch of our Ambassador’s Club* – a scheme that’s been put in place to recognise and reward our regular travellers. Our scheme is simple – you can enjoy great discounts each time you book and the more times you book the greater the discount, as shown below 5% off the cost of the cruise – when booking your 2 7.5% off the cost of the cruise – when booking your 4 10% off the cost of the cruise – when booking your 6 Each time you return from one of our river cruises you will receive a ‘welcome home letter’ in which we will confirm the amount of discount you have earned which can then be used towards the cost of your next cruise with the River Cruise Line We look forward to welcoming you on board! *Terms & conditions apply. Discount applies to each passenger on a booking. Does not include optional extras e.g. insurance, excursions, overnight hotels etc... Does not include bookings for groups of 10 or more. Cannot be used in conjunction with any other offer unless otherwise stated.

When do I have to book the excursions?

These can be booked at any time from the time of booking up until when you are on board the ship. though these are subject to availability. Please be aware that if you are booking on board, the excursions will be slightly higher in price and you will not be able to take advantage of the special pre-book package price.

 What are the health requirements?

No vaccinations are compulsory for any of our cruises. General Health regulations may change from time to time and we recommend you obtain an European Health Insurance Card (EHIC) which covers any medical treatment that becomes necessary during your trip. For further information please contact your local Post Office or visit www.gov.uk/forgeign-travel-advise

Will I automatically get my special request?

Providing it was clearly noted at the time of booking we will do our very best to comply with your special request, but regret that no guarantees can be given. General Information > When will I receive my travel documents? Your joining instructions, luggage labels and cruise itinerary will be sent to you approximately 7 to 10 days before the departure date of your cruise.

Contact telephone numbers during your holiday

We strongly recommend taking a mobile telephone with you whilst you’re away. Please ensure this is switched on at all times, in particular on your day of departure. This is so we can contact you should there be any delay such as the coach running slightly behind schedule. If you have not already given us your mobile number, please call our office so we can add this to your details before you travel. Our 24 hour emergency number is detailed on your joining instructions, a member of our staff is available at any time should you experience a problem whilst on your holiday, for example; a delayed or missed train. Please note: The staff on this telephone number can only help with holidays that are currently in operation, for any future or previous holidays please call during office hours on 0844 409 7971. 

Our pick-up promise

We promise that after you have boarded your tour coach there will be no more than five additional pick-up stops en route to the UK port of departure (excluding motorway services and overnight hotel stops).

What do I need to do if I am joining at Dover/Hull or Newcastle or an airport?

Car parking at Hull is £6 per 24 hours and Newcastle is £12 per 24 hours which is payable on exit, you do not need to pre book. Car parking at Dover is £9 per 24 hours. If you have pre-booked parking at Dover we will send you directions and a parking voucher with your travel documents. Parking at Dover may not always be at the terminal – it may be with a company who collect your car from the passenger terminal and take it to another secure car park. The car will be returned on your return. Car parking costs at airports vary and we can provide information and book this for you on a request basis, subject to availability. All prices are correct at the time of adding.

 Overnight hotels or Cruise and Stay

If applicable, your hotel contact details are detailed on your joining instructions. You can leave these with your next of kin whilst you are away on holiday. Should you wish to make any queries before departure, please ensure to call our Holiday Advisors. Your room type (i.e. twin, double, single or triple) is also stated on your joining instructions Please note: In most hotels a triple room will consist of a double bed and an occasional bed which folds out (Z bed).

 What do I need to do if I am travelling by air booked with the River Cruise Line?

Flight times and documentation will be sent to you approximately 14 days before departure. E tickets or your flight reference number will be included with your joining instructions, including details of what to do. In most cases a paper copy of your flight boarding pass/E ticket will be sent which you will hand in on arrival at the check in desks along with your passport. Please check with the relevant airline for luggage allowance.

What do I need to do if I am travelling by Eurostar?

Train times, seat numbers and the itinerary will be sent with your joining instructions. In most cases there will not be a Cruise Director with you, therefore it is your responsibility to change trains at the places shown on the itinerary. You will also be responsible for moving your luggage between trains/platforms etc. On arrival at the final train station you will need to make your own way to the vessel (walking or taxi).

 What do I need to do if I am travelling by National Express?

We advise you to check the National Express routes and timetable before choosing this option as you are responsible for ensuring you can get to where you need to be at the correct time i.e. if you are travelling to Dover make sure National Express drop off at the terminal in time to meet the holiday coach etc. Once you have paid, a voucher will be sent with your joining instructions with step by step instructions on how to book. Should you require the voucher beforehand please notify us accordingly. National Express can be reached on 08717 818178 or at www.nationalexpress.com

What do I need to do if I have booked overnight hotel accommodation at Dover?

Directions, an arrival time and a voucher will be sent with your travel documents. The cost includes breakfast and car parking at the hotel for the duration of your cruise (one car per room). We would advise you book an evening meal at the hotel in advance (price not included) as there is nowhere to eat locally.

What do I need to do if I am travelling independently by air?

A map of where the ship will be berthed and a boarding time will be sent with your travel documents. Please be aware that the vessel is not always berthed close to the relevant airport and you will need to make your own arrangements to reach it. Please also note that in order to allow time for cleaning etc passengers joining directly at the ship are not able to board approx 6pm on the first day and must vacate their cabin by 8.30am on the last day.

What if I decide I want to stay in Dover overnight on the day I return?

It is better to book in advance of the cruise but if you haven’t we would advise you notify the Cruise Director/Manager (see Itinerary/Excursion Information) as soon as possible who will contact us to check availability. If there is a room you will be required to pay the Cruise Director/Manager on board.

 What time will I depart/arrive back if travelling by coach?

We have to wait until the majority of passengers have booked before we can calculate the exact coach route and produce a timetable. We start work on this around two weeks before the departure date after which your joining instructions with exact times will be sent to you. Any times given prior to this are for guidance purposes only and subject to change. From our experience we can tell you that we aim to be at the port of departure as follows: Daytime sailing Dover 0900 Overnight sailing Hull 1700 Newcastle 1400

 How is my luggage transported?

Porterage is included from the coach to the ship and vice versa on the day of embarkation and disembarkation.

 How long will I be on the coach and will we stop for breaks?

When and where the coach stops for breaks is at the discretion of the driver. We do ask that they make regular stops for your comfort, which is usually every 3 to 4 hours approximately, but we would advise you to take refreshments with you, particularly if you have a medical condition or special diet to follow. Please note Euros are needed for services in European countries.

 What will the coach be like?

Our coaches are of executive standard with toilets and air conditioning. If you fly to the continent, coaches used on transfers may not have these facilities but they will be comfortable. On some occasions taxis or mini buses may be used for part of the journey. Smoking (including electronic cigarettes) or drinking alcohol is not permitted on any of our vehicles, however, regular stops will be made during the journey.

What is my coach seat number?

Coach seat numbers will be confirmed on your travel documents and take into account as far as possible when your booking was made and any special requests made at the time of booking. There are a limited number of seats towards the front of the coach (usually the first three rows) that can be reserved for just £10 per person. If you have not already requested these, and you now wish to do so, please call one of our Holiday Advisors who will check availability for your chosen cruise. Please note: Passengers travelling by air or Eurostar will only be allocated seat numbers for excursion purposes.

 Will my departure point definitely be operated? Where coach travel is offered as part of the holiday a minimum number of passengers are required to operate a departure point. In the unlikely event that your chosen departure point does not achieve sufficient numbers we will offer you alternative travel arrangements.