complete a questionnaire will result in denied boarding.
11.11 Some foods served on board FOCL’s vessels and
at other times during your holiday may cause allergic
reactions and/or illness in those with certain allergies or
intolerances. FOCL can provide details of ingredients of
food available on board on request but it is the Passenger’s
responsibility to bring any allergies and intolerances
to FOCL’s attention at the time of Booking as if it was a
Material Fact in accordance with clause 22, and before you
eat or drink anything during your Holiday. FOCL excludes
liability for any loss suffered (including by way of illness,
injury or death) as a result of a food allergy or intolerance
experienced by you or any other Passenger during the
Holiday, to the greatest extent permitted by law.
11.12 Passengers accept that in accordance with clause 13,
Assistance Dogs (defined below) may be present on board
FOCL vessels. It is the Passenger’s responsibility to bring
any allergy or intolerance to dogs to FOCL’s attention at the
time of Booking as if it was a Material Fact in accordance
with clause 22. FOCL excludes liability for any loss suffered
as a result of a dog allergy or intolerance experienced by
you or any other Passenger during the Holiday, to the
greatest extent permitted by law.
11.13 In the event that a Passenger fails to settle any
medical assistance or repatriation costs, FOCL reserves the
right without prejudice to any other remedies FOCL may
have under these Conditions or otherwise, to cancel any
future Bookings the Passenger may have made with FOCL
and to offset any sums owed to FOCL by the Passenger
against any sums due from FOCL to the Passenger.
11.14 Note the different provisions for River Cruises at
12. Mobility and assistance
12.1 Passengers acknowledge that carriage, boarding and
disembarking a vessel can be difficult and/or unsafe for
anyone with mobility issues and other forms of physical
impairment, and those with certain medical conditions,
due to the inherent characteristics of vessels, physical
requirements of tendering (transfers from ship to shore
on-board smaller vessels) and port facilities. The use of a
stepped gangway and/or negotiating steep flights of steps
and/or unsteady/uneven surfaces may be unavoidable:
12.1.1 Under no circumstances will FOCL’s employees
or servants agree to carry or lift Passengers to facilitate
embarkation or disembarkation (including for access
to flights, shuttle and tour buses and any other service
ancillary to the cruise) or at any time while the Passenger
is on board (including for access to or out of on board
bathing or swimming facilities).
12.1.2 FOCL cannot guarantee the availability of a level
overhead walkway at any port on any vessel’s itinerary.
12.1.3 In accordance with EU Regulation EU1177/2010,
FOCL reserves the right to refuse carriage and/or
embarkation if, in FOCL’s reasonable opinion, the design of
the vessel and/or the port infrastructure and/or the nature
of a holiday at sea and/or any equipment required by the
Passenger would make carriage unsafe or operationally
unfeasible, or if carriage or embarkation of the Passenger
would risk a breach of maritime safety standards.
12.1.4 It is the Passenger’s responsibility to keep FOCL
informed of any issue that poses a difficulty in relation to
their mobility and/or physical capability on board, whether
this arises before or after the time of booking or during the
12.1.5 Where vessel-to-shore tender services are suitable
for wheelchair users, only collapsible, lightweight
wheelchairs will be permitted.
12.1.6 If a requirement for extra assistance or any other
special requirements arise after the Booking has been made
then details must be given to FOCL as soon as possible,
and in any event, no later than 48hrs prior to departure of
12.1.7 Any Passenger refused passage for a reason
related to their mobility or physical capability may, having
complied with clause 12.1.6, request written confirmation
with reasons from FOCL within five (5) working days and
may be entitled to an alternative cruise of similar value or
reimbursement of the Price.
12.2 FOCL shall make reasonable endeavours to provide
any extra assistance where requested. However if
such assistance cannot be provided either at all or at a
reasonable or proportionate cost, then FOCL reserves the
right to deny embarkation and/or to pass such cost onto
the Passenger and to treat this as a “cancellation by you” in
accordance with clause 6.
12.3 Passengers must read FOCL’s General Mobility Policy
which forms part of their Booking (note this does not
apply to River Cruises) and is available on request and on
the FOCL Website. If you have been asked to complete
a General Mobility Questionnaire, you must return this
at least 90 days before the Departure Date, or if booking
within 90 days of the Departure Date, within seven (7) days
of Booking. Failure to do so may result in a delay to the
release of your tickets and/or to you being denied boarding.
These circumstances will be treated as a “cancellation by
you” in accordance with clause 6.
12.4 If your booking is made less than seven (7) days
before the Departure Date, you will be expected to provide
necessary information required to complete a General
Mobility Questionnaire at the time of booking. If you fail
to do so, FOCL reserves the right to refuse your Booking.
12.5 FOCL’s employees, servants and Third Party Service
Providers are not trained to provide social or regular nursing
care or supervision to Passengers. FOCL does not agree to
provide such care under the terms of your Booking. If you
require specific/extra assistance, FOCL reserves the right to
require a person to accompany you who is able to provide
such assistance and/or care. FOCL reserves the right to
request confirmation from the accompanying Passenger
that they are able to provide such support and assistance.
12.6 FOCL reserves the right to refuse embarkation
or require Passengers to disembark the vessel if their
presence on board the vessel poses a risk to the health,
safety or comfort of themselves and/or other Passengers,
including in circumstances where such risk arises from the
unavailability of extra assistance on board. If FOCL refuses
embarkation or requires the Passenger to disembark the
vessel, then this will be treated as a “cancellation by you” in
accordance with clause 6.
12.7 Any Passengers requiring the use of a mobility scooter,
wheelchair or other similar mobility aid (“Mobility Aid”),
must advise FOCL of this upon booking. Capacity for
guests requiring Mobility Aids on board is limited by the
vessel’s safety plan which has been prepared in accordance
with IMO/SOLAS Regulations (“Safety Plan”). Failure to give
sufficient notice of the need to bring a Mobility Aid on board
will result in the Passenger being refused embarkation. This
will be treated as a “cancellation by you” in accordance with
12.8 In the event that the need arises for a Passenger to use
a Mobility Aid during a cruise, this will only be permitted
in the event that the limits under the vessel’s Safety Plan
(or any regulations that might apply) relating to the use
of Mobility Aids have not been reached for that particular
cruise. If such limits have been reached, FOCL or any
other operator shall be entitled to require the Passenger
to disembark the vessel at the next port of call, and shall
have no liability whatsoever to the Passenger for any
costs incurred as a result, including without limitation
accommodation, flight and further travel costs.
12.9 Any Passenger using a Mobility Aid on board a vessel
is responsible for operating it in a safe and appropriate
manner. Due care and attention must be given to other
Passengers and the user of the Mobility Aid will be fully
liable for any damage or personal injury (whether to the
user of the Mobility Aid or to other Passengers or crew)
caused by such use. Passengers using Mobility Aids are
also responsible for ensuring they hold the appropriate
insurance for use of the Mobility Aid during their Holiday.
All Mobility Aids must be stored in the Passenger’s cabin
when not in use.
12.10 Passengers with any impairment to their hearing
or sight must provide FOCL with full details at the time of
booking so that appropriate arrangements can be made for
their holiday, and keep FOCL advised of any changes prior
to departure. At the time of embarkation and throughout
their holiday, visually or hearing impaired Passengers
12.10.1 be capable of safely moving around the vessel
unassisted, or with an Assistance Dog (where permitted
under these terms and conditions); or
12.10.2 be accompanied by an able bodied companion,
whose assistance means that they can safely move around
12.11 If, in FOCL’s reasonable opinion, this clause is not
fully complied with or a Passenger’s presence on board
the vessel will pose a risk to the Safety Plan, FOCL will
be entitled to refuse embarkation or require the visually
or hearing impaired Passenger to disembark the vessel.
If FOCL refuses embarkation or requires the visually or
hearing impaired Passenger to disembark the vessel, then
this will be treated as a “cancellation by you” in accordance
with clause 6.
12.12 Note the additional provisions for River Cruises at
13. Assistance dogs
13.1 Subject to the remainder of this clause 13, FOCL is able
to accommodate recognised Assistance Dogs on-board
its vessels, where this is permitted by law and does not
put at risk the health or safety of Passengers, crew or the
Assistance Dog in question. Not all Holidays will be suitable
for Assistance Dogs and FOCL reserves the right to refuse
Booking and/or embarkation of Passengers and their
Assistance Dogs, where this is the case. FOCL will provide a
full explanation of the reasons for any refusal to embark in
13.2 A Passenger requiring the support of an Assistance
Dog must give sufficient notice of such to FOCL at the
time of Booking, and will remain fully responsible for their
Assistance Dog during the Holiday.
13.3 Carriage of Assistance Dogs on board is subject
to compliance with animal health rules and guidelines
applicable to the voyage, including in relation to, without
13.3.1 DEFRA requirements (which can take several weeks
13.3.2 Vaccinations and pet passports; and
13.3.3 Availability of veterinary services.
13.4 FOCL may require evidence that the Assistance Dog
has been appropriately trained.
14. Enjoyment promise
14.1 The Enjoyment Promise excludes pre-cruise stays and
Holidays of 4 nights or fewer, and applies only to Bookings
made where the Date of Departure is more than 12 weeks
after the date of the Booking. The Promise only applies to
Passengers who have contracted with FOCL and excludes
cruises on vessels operated by FOCL but booked through
14.2 Should you wish to invoke the Enjoyment Promise, you
will need to inform the vessel’s Guest Relations Manager
within 48 hours following the vessel’s departure from the
original port of embarkation (24 hours for River Cruises).
FOCL will arrange and pay for a flight and/or transport back
to the UK. FOCL will refund the cruise cost only and will not
refund any other costs.
15.1 Prices for Fly-Cruises quoted in any FOCL brochure
are inclusive of specially negotiated airfares which are
subject to availability. If no aircraft seats are available
at the airline’s prices in conjunction with a particular
Holiday at the time of Booking then the Fly-Cruise
option may be withdrawn or an alternative flight may be
offered at an additional cost. Flight upgrades/premium
seats for Fly-Cruises are limited in number. They will be
allocated at the time of Booking, subject to availability.
Aircraft configurations are subject to change and in
the event of a flight operator being unable to provide
premium seats on any service then any payment of or
towards an upgrade supplement will be refunded in
full. Note the provisions that apply to deposits for and
cancellation of flights and Fly-Cruises at clauses 4 and
15.2 All published itineraries are based on current airline
schedules or our advised dedicated flying programme at
the time of the Booking and may be subject to change at
the option of the airline operator prior to the Departure
Date. You will be notified of any such changes. Details of
which aircraft operator will be used in conjunction with
your Holiday, the exact route to be taken and the type
of aircraft operated cannot always be given at the time
15.3 You will receive confirmation of flight timings and
routes with your travel documents, which will be sent out
approximately 7 days before the Departure Date.
15.4 If the Booking does not include flights, it is your
responsibility to book a suitable flight for and in time for
travel to the vessel (including local transfers which the
Passenger must arrange). FOCL shall not be responsible
for any liabilities or losses arising in respect of flights or
transfers arranged by the Passenger.
15.5 It is the sole responsibility of the Passenger to ensure
that they check-in on time for the Holiday and any flights
to/from the vessel including any interconnecting flights.
Flight delays and cancellations are at the Passenger’s
15.6 Passengers travelling independently, or via another
Organiser, or who have chosen not to use FOCL flights, or
to embark/disembark at different ports to the scheduled
itinerary, will be required to vacate their Cabin and
disembark the Vessel between 0900 to 0930 hours on the
morning of disembarkation or earlier if FOCL or the local
authorities deem it necessary.
16. Luggage Allowance
16.1 If you are sailing from a UK Port the total luggage
allowance is 90kg per Passenger. No one piece should
weigh more than 20kg.
16.2 On Fly-Cruises your luggage allowance will be
restricted by the airline. It is your responsibility to check
the luggage weight allowance restrictions for both your
outbound and/or return flights. Any excess luggage
charges imposed by the airline providing the flight will be
the sole responsibility of the Passenger.
16.3 A passenger’s luggage allowance for River Cruises
is one piece of luggage per person, weighing no more
For more information, visit fredolsencruises.com, see your travel a gent or call 0800 0355 144