0861 666 481

  1. Mon to Fri 9am - 7pm
  2. Sat 9am - 4pm
  3. Sun 10am - 4pm


Frequently Asked Questions


Q: When will I receive my Tickets?

A: Tickets will beemailed to you nolater than14 days prior to departure although we do aim to get them to you 3-4 weeks prior where possible.

Q: I have lost my Tickets - Help!

A: We are able to re issue your tickets, so don't panic! Please contact our friendly Customer Service Team who will be able to assist you. (Please note an administration fee will be applicable)


Q: How do I pay for my holiday?

A: You can pay for your holiday by either debit card, credit card or Bank Transfer ( EFT). Please contact our Customer Service Team who can take the payment via our secure payment system.

Bank Transfer - FNB, Sort Code: 20-14-09, Account Number: 62381205395. Please ensure that you use your Imagine Holiday reference number that begins with 'I' or ICS as your payment reference to ensure we can allocate it correctly.

Q: When do I have to pay for my holiday?

A: Full payment is required 15 weeks prior to departure.

Q: Can I pay the balance of my cruise before the due date?

A: You can make payments towards your holiday whenever you wish, by either debit, credit card or Bank Transfer.


Q: How do I upgrade my flight?

A: Please email or call our friendly Customer Service Team who will be able to assist you.

Q: What is my luggage allowance?

A: This depends on the airline that you are flying with; your luggage allowance will be detailed on your tickets.

Q: When do I need to check in for my flight?

A: If you are travelling worldwide you must check in a minimum of 3 hours prior to departure.

Q: How do I pre book my seats?

A: Pre booking flight seats is completed via the relevant flight operator normally via their website

Q: Will my luggage go straight through if I am flying from a domestic airport?

A: It will depend who you are flying with, please ask at check in.

Q: Will my child have a seat on the plane?

A: Infants are classed from 0 to 2 years and they are required to sit on a parents lap during the flight. For an infant to have their own seat a child fare would be required to be paid.

Q: Can I fly if I am pregnant?

A: You are able to fly up until your 28th week of pregnancy.

Q: How do I book extra leg room?

A: Extra leg room has to be requested at the airport check in desk.

Q: Are my flights direct?

A: If you specifically want direct flights we would always recommend you mention this at the time of booking. At the time of booking your sales advisor will advise you if the flight is direct or indirect. All flights are subject to change until they have been ticketed.

Q: How do I arrange wheelchair or limited mobility airport assistance?

A: Assistance can be arranged before your departure date. To arrange assistance please contact our Customer Service Team who can take full details of the assistance required and advise the airline accordingly.

Q: I have medical requirements, how do I inform the airline?

A: We strongly advise you to carry any medication you require in your hand luggage. Some airlines require a doctor's note to show the medication you are taking when checking in so please advise us if this is the case. If you require oxygen concentrated cylinders or medical sharps you must advise us at the time of booking so we can advise the airline and the cruise line so the necessary support is provided.

Q: I have dietary requirements, how do I inform the airline?

A: Airlines do cater for dietary requests such dairy free, gluten free, wheat free and vegetarian diets. If you have any of these intolerances or requirements please inform us immediately.

Q: Do I need a visa?

A: All South African passport holders will require visa's for their holiday. Passengers are responsible for obtaining the necessary visa(s) for their holiday before departure. You must ensure you have the relevant visa prior to leaving South Africa or you could be denied aircraft boarding. All passport holders should check with the relevant Embassy or Consulate prior to departure. Our Customer Service Team are not trained on visa requirements due to each passenger having individual requirements.

Q: Is my passport valid?

A: When travelling to a foreign country you must have a full and valid passport with at least 6 months validity on your passport after the date of your return or you may be refused boarding. Passengers will need to check with the relevant embassy the requirements for your itinerary in order to travel. Please ensure that the names and initials on your flight & cruise tickets are the same as your passport.

Q: How do I cancel my booking?

A: We require all cancellations in writing from the lead passenger on the booking and this can be by letter, fax or email. Cancellations are effective from the date we receive them and not from the date they are sent. Upon receipt we will contact the relevant suppliers of your holiday to ascertain the cancellation charges. We will then confirm the charges to you before cancelling the holiday.

Q: I didn't make the booking. Can you help me?

A: Due to data protection we can only discuss the booking with the lead passenger who is normally the person who has made the booking. If you do need to speak to us about the booking directly we will need to speak to the lead passenger and get their authority for you to discuss the booking.

Q: Can I do a name change?

A: Yes you can, however, the charge for the amendment is dependent on how close you are to departure. Please contact our Customer Service Team who will be able to confirm the relevant charges.

Q: Can I amend my holiday to a different date?

A: Yes, please refer to our booking conditions imagineholidays.co.za or contact our Customer Service Team for the Terms and Conditions.

Holiday Extras

Q: How do I book an airport lounge?

A: Please contact our Customer Service Team who will be able to add this on for you.

Q: How do I add airport parking or an airport hotel?

A: Please contact the Customer Service Team and we will happily add a hotel or car parking to your booking. Please note full payment will be required if within 15 weeks of departure.

Other FAQs

Q: What are your open hours?

A: Sales Team - Monday - Friday 9.00am - 5pm - Saturday and Sunday 9am - 1pm

Customer Service Team - Monday to Friday - 9.00am - 5.00pm - Saturday - 9am - 12pm - Closed Bank Holidays

Q: How do I contact Imagine Cruising?

A: You can contact us via Phone : 0861500200 - Email - customerservice@imagineholidays.co.za or Fax: 0866 782 301

Q: Who do I call in case of emergency?

A: Please call our emergency number 0818 278 102. (Please note that this number is for genuine emergencies only and any calls of a non urgent nature will be asked to call back the following working day)

Q: I have moved do I need to inform you?

A: This information will need to beadvised inwriting from the lead passenger along with your full name, reference number and new address details.

Q: Do you charge a booking fee?

A: Yes, we charge R500.00 per person

Q: Do I need travel insurance?

A: We strongly advise you to obtain adequate travel Insurance from the day the booking is made. Imagine Holidays will not accept any liability for any passengers who fail to obtain adequate travel insurance.

Q: Do I need a vaccination?

A: Please contact your GP as we are not trained to advise you.

Q: When will I receive my booking confirmation?

A: All confirmation and receipts will be emailed within 7 to 10 days from when the booking was made.

Q: My confirmation is incorrect, help?

A: As a passenger you have a responsibility to check that all the information is correct on your documents. Please contact us immediately so we can ensure that the relevant operators have the correct information.

Q: How do I make a complaint?

A: Please put your complaint in writing and we will respond within 21 days.