Here is a list of some of the most commonly asked questions received from our passengers in advance of their river cruise. If the question or answer you need is not here, please refer to our Pre Cruise Booklet or view our General Information section. Alternatively you may wish to email us on administration@swanhellenic.com or call our pre-cruise Administration team on 0844 822 0800, with your booking reference number to hand.
BOOKING PROCESS
WHAT HAPPENS AFTER I HAVE MADE A BOOKING?
Once you have made a booking over the phone with our Reservations team and paid a deposit we will send you a confirmation invoice and a Required Passenger Information Form.
You will need to make sure all the information is correct including names as per passport. Any errors that require alteration at a later date my incur charges. You can either
fill in form that is sent to you or you can update your booking by going online at www.swansrivercruises.co.uk and by clicking on the Already Booked/"Required Passenger Information".
You will not be able to amend any details online within 14 days of your River departure.
You will need to make sure all the information is correct including names as per passport. Any errors that require alteration at a later date my incur charges. You can either
fill in form that is sent to you or you can update your booking by going online at www.swansrivercruises.co.uk and by clicking on the Already Booked/"Required Passenger Information".
You will not be able to amend any details online within 14 days of your River departure.
WHAT ARRANGEMENTS CAN I MAKE FOR INSURANCE?
If you are interested in our insurance please referrer to our brochure for premium charges. At the time of booking you will be asked if you would like to take out our insurance.
Our Reservations team will be able to give you a quote and if you are happy with this you will pay this premium with your deposit or full payment which ever is required at the time of booking.
If you have any pre existing medical conditions we will ask you to be screened through a company called Travellers Health Check and they can be contacted on 0845 130 0430.
If they require any additional premiums to cover these conditions you will need to pay them directly to Travellers Health Check.
Our Reservations team will be able to give you a quote and if you are happy with this you will pay this premium with your deposit or full payment which ever is required at the time of booking.
If you have any pre existing medical conditions we will ask you to be screened through a company called Travellers Health Check and they can be contacted on 0845 130 0430.
If they require any additional premiums to cover these conditions you will need to pay them directly to Travellers Health Check.
WHEN DO I PAY THE BALANCE FOR MY RIVER CRUISE?
A final invoice will be sent 18 weeks before departure to confirm your outstanding amount. The balance will be due 16 weeks before departure.
If you have booked your River cruise through a travel agent you may need to confirm final payment with them.
If you have booked through a travel agent all correspondence will go to them first, if you have not received any of the information please check with your agent.
If you have booked your River cruise through a travel agent you may need to confirm final payment with them.
If you have booked through a travel agent all correspondence will go to them first, if you have not received any of the information please check with your agent.
HOW CAN I PAY FOR MY RIVER CRUISE?
You can pay for your final balance in a number of ways, either by sending a cheque making it payable to Swan Hellenic or by calling us with your credit or debit card details (please note if you pay by credit card there is a 3% charge). Our telephone number is 0844 209 9000, please have your booking number to hand.
Our telephone number is 0844 209 9000, please have your booking reference to hand.
Our telephone number is 0844 209 9000, please have your booking reference to hand.
HOW DO I FIND OUT ABOUT EXCURSIONS PLANNED FOR MY RIVER CRUISE?
Pre Cruise information will be sent around 8 weeks prior to departure. This will include a shore excursion booklet, Shore excursion booking form, provisional flight information or Eurostar information.
The Eurostar option is only available on The Rhone and Rhine River Cruises. You can view the excursion details via our website approximately 8 weeks before departure.
If you have booked through a travel agent all correspondence will go to them first, if you have not received any of the information please check with your agent.
Please select your choice of excursion even if they are included in the price of your cruise
The Eurostar option is only available on The Rhone and Rhine River Cruises. You can view the excursion details via our website approximately 8 weeks before departure.
If you have booked through a travel agent all correspondence will go to them first, if you have not received any of the information please check with your agent.
Please select your choice of excursion even if they are included in the price of your cruise
WHEN DO I RECEIVE MY FINAL DOCUMENTS/TICKETS?
Final documentation, confirmed flight information, Eurostar information, contact details and luggage labels are all sent out 2 weeks prior to departure.
If you have booked through a travel agent all correspondence will go to them first, if you have not received any of the information please check with your agent.
If you have booked through a travel agent all correspondence will go to them first, if you have not received any of the information please check with your agent.
WHAT IF MY PASSPORT EXPIRES WITHIN 6 MONTHS OF THE RETURN DATE OF MY RIVER CRUISE?
As per our Terms & Conditions we require all passengers to have 6 months validity from the return of your cruise. Please indicate at the time of booking that you will be getting your passport renewed.
We will advise you that this information is outstanding when we send your Required Passenger Information form.
Please notify us as soon as you have your new passport by returning the form or by calling us on 0844 209 9000 with your booking reference to hand.
If your passport has a few months of validity remaining when you renew your passport these months will be added to the validity of your new passport.
We will advise you that this information is outstanding when we send your Required Passenger Information form.
Please notify us as soon as you have your new passport by returning the form or by calling us on 0844 209 9000 with your booking reference to hand.
If your passport has a few months of validity remaining when you renew your passport these months will be added to the validity of your new passport.
HOW DO I KNOW WHAT VISAS APPLY TO MY RIVER CRUISE?
Passport, visa and health requirements can change at any time. It is your responsibility to ensure that you comply with the entry requirement set by each country that you are visiting.
We will provide an indication of any requirements which apply to British Citizens at the time of booking and more up to date information within 18 weeks of departure.
Non-British Citizens should consult the relevant Embassy or Consulate for further information. Details of these as well as other information about the country you are visiting are available from the Foreign and Commonwealth Office on www.fco.gov.uk
We will provide an indication of any requirements which apply to British Citizens at the time of booking and more up to date information within 18 weeks of departure.
Non-British Citizens should consult the relevant Embassy or Consulate for further information. Details of these as well as other information about the country you are visiting are available from the Foreign and Commonwealth Office on www.fco.gov.uk
BEFORE YOU GO
AM I ABLE TO CRUISE IF I AM HARD OF HEARING?
As the safety of our passengers is our upmost priority, it is a requirement that any indenting passenger who is profoundly hard of hearing or who uses sign language as their principle means of communication is accompanied. This must be at their own cost and who is able to assist the passenger with communication and understanding audible announcements, signals and alarms.
IS THE SHIP FITTED WITH AN INDUCTION LOOP SYSTEM?
Induction Loop systems are not fitted on any of the River vessels.
HOW DO I GET ASHORE IF THE VESSEL IS NOT ALONGSIDE?
Due to the high volume of river boats in some cities, it may be that several boats will be bartered alongside each other. This might obscure the view from the windows.
It might also mean that you have to walk across one or more boats to reach the quayside.
We recommend that passengers with reduced mobility take this into consideration before booking a River cruise.
It might also mean that you have to walk across one or more boats to reach the quayside.
We recommend that passengers with reduced mobility take this into consideration before booking a River cruise.
HOW MUCH LUGGAGE CAN I TAKE?
Flights: If you are taking a flight to join your River cruise allowances will be subject to the conditions imposed by the airline and will vary from airline to airline.
Baggage allowances for hold luggage can range from 20kgs to 23kgs and on most airlines hand luggage is restricted to 5kgs per person. Specific details of luggage allowances and any restrictions which apply will be provided with your final details sent to you 2 weeks before departure.
Eurostar: We regret that a full porterage service from St Pancras Station to your River cruiser can no longer be offered.
You will need to handle your own luggage on and off the trains at St Pancras, Lille and Lyon Part Dieu stations and store it in the luggage shelving area or on the overhead racks.
After alighting at Lyon Part Dieu station, porters will be available outside the station to take your luggage to the coaches from where it will be delivered direct to your cabin.
Baggage allowances for hold luggage can range from 20kgs to 23kgs and on most airlines hand luggage is restricted to 5kgs per person. Specific details of luggage allowances and any restrictions which apply will be provided with your final details sent to you 2 weeks before departure.
Eurostar: We regret that a full porterage service from St Pancras Station to your River cruiser can no longer be offered.
You will need to handle your own luggage on and off the trains at St Pancras, Lille and Lyon Part Dieu stations and store it in the luggage shelving area or on the overhead racks.
After alighting at Lyon Part Dieu station, porters will be available outside the station to take your luggage to the coaches from where it will be delivered direct to your cabin.
WHAT SHALL I PACK?
Casual clothing is appropriate during the day, with perhaps a cardigan or jacket for evenings on deck.
Gentlemen are requested to wear jacket and tie in the evening, whilst smart casual wear is appropriate for ladies. There is no black tie formal evening during your River cruise.
On excursions casual clothing with flat comfortable walking shoes are recommended. It might also be useful to bring an umbrella and or/raincoat for an unexpected shower.
Please remember that if visiting a church or other holy place, you should cover your shoulders and be prepared to cover your head; shorts are not normally accepted in these places.
Gentlemen are requested to wear jacket and tie in the evening, whilst smart casual wear is appropriate for ladies. There is no black tie formal evening during your River cruise.
On excursions casual clothing with flat comfortable walking shoes are recommended. It might also be useful to bring an umbrella and or/raincoat for an unexpected shower.
Please remember that if visiting a church or other holy place, you should cover your shoulders and be prepared to cover your head; shorts are not normally accepted in these places.
WHAT ARE THE CURRENCIES I NEED FOR THE COUNTRIES I AM VISITING?
Currency information will be available in your Cruise Book sent out 8 weeks before departure.
Germany - Euros
Austria - Euros
Slovakia - Euros
Hungary - Hungarian Forint (Euros are accepted)
France - Euros
Please note there are no exchange facilities onboard.
Germany - Euros
Austria - Euros
Slovakia - Euros
Hungary - Hungarian Forint (Euros are accepted)
France - Euros
Please note there are no exchange facilities onboard.
IS THERE A CONTACT NUMBER FOR THE VESSEL THAT I CAN GIVE TO FAMILY OR FRIENDS?
Telephone numbers for each vessel are listed below when calling direct from the UK:
A-Rosa Riva 0049 1704581145
A-Rosa Stella 0033 624742807
A-Rosa Brava 0049 170 4583135
A-Rosa Riva 0049 1704581145
A-Rosa Stella 0033 624742807
A-Rosa Brava 0049 170 4583135
IS THERE INTERNET OR ACCESS TO EMAILS ONBOARD?
Internet is available via Wi Fi on all vessels for personal laptops only and vouchers can be purchased at reception.
The additional charges are outlined below and will be charged to your onboard account.
1 day €5
3 days €10
7 days €20
The additional charges are outlined below and will be charged to your onboard account.
1 day €5
3 days €10
7 days €20
WHAT ARRANGEMENTS CAN YOU MAKE TO ACCOMMODATE MY SPECIAL DIET?
Please advise our Reservations Department at the time of booking if you have any special dietary requirements.
We will make every effort to satisfy your request, although this cannot be guaranteed.
We regret that we cannot cater for kosher diets. Vegetarian choices are available on all menus.
We will make every effort to satisfy your request, although this cannot be guaranteed.
We regret that we cannot cater for kosher diets. Vegetarian choices are available on all menus.
CAN YOU ACCOMMODATE MY SPECIAL DIET FOR FLIGHTS OR ON THE SHORE EXCURSIONS?
We are unable to request special diets on flights other than Vegetarian.
We can not guarantee special diets on shore excursions. If you are concerned about this then please see the team onboard.
We can not guarantee special diets on shore excursions. If you are concerned about this then please see the team onboard.
I HAVE A NUT ALLERGY, WHAT DO YOU ADVISE?
We can not guarantee nut free notification on the same basis as supermarkets but we shall endeavor to display notes on menus suggesting which dishes are known to contain nuts.
Please state at the time of booking if you have a nut allergy.
Please state at the time of booking if you have a nut allergy.
I AM DIABETIC, WHAT HAPPENS WITH MY MEDICATION?
Sharps boxes should be requested prior to your cruise for the disposal of needles in your cabin. Cabins on the River vessels do not have fridges.
Insulin can be given to reception that will make arrangements to store it in a fridge.
Insulin can be given to reception that will make arrangements to store it in a fridge.
ARE THERE ANY SPECIAL ARRANGEMENTS FOR PASSENGERS TRAVELING ON THEIR OWN?
There are not any special arrangements for passengers traveling on their own however the Cruise Director will make sure everyone is looked after.
HOW MUCH SPENDING MONEY SHOULD I TAKE?
You should budget for the following:
Travel to/from your home to the port/airport
All Drinks onboard
Spa Treatments
Telephone Calls
Shore Excursions if not already pre-booked
Meals/refreshments ashore
Laundry Services
For all onboard purchases, you are asked to present your cruise card to the cashier who will swipe the card and process a charge docket for signature.
The charges (all in Euros) will then be automatically transferred to your onboard account.
Travel to/from your home to the port/airport
All Drinks onboard
Spa Treatments
Telephone Calls
Shore Excursions if not already pre-booked
Meals/refreshments ashore
Laundry Services
For all onboard purchases, you are asked to present your cruise card to the cashier who will swipe the card and process a charge docket for signature.
The charges (all in Euros) will then be automatically transferred to your onboard account.
ONBOARD
WHAT IS THE DRESS CODE FOR DINING?
Gentlemen are requested to wear Jacket and Tie in the evening, whilst smart casual wear is appropriate for ladies. There is no black tie formal evenings during your River Cruise.
WHAT ARE THE DINING ARRANGEMENTS?
Meals onboard are served in the restaurant. We offer an open dining experience which means you can dine with whom you wish.
Breakfast and lunch will be served buffet style, dinners will be a mix of waiter service and buffet style. Mineral water is included at each meal.
An Early Bird service of complimentary tea and coffee is available from the self-service station before the official breakfast time. Breakfast includes tea and coffee and a selection of fruit juices, all from the self-service station in the main restaurant.
Tea and coffee will be available from the self-service station for 45 minutes after lunch and dinner.
All other drinks will be chargeable.
Wine and other alcoholic drinks may be ordered and will be added to your onboard account.
Breakfast and lunch will be served buffet style, dinners will be a mix of waiter service and buffet style. Mineral water is included at each meal.
An Early Bird service of complimentary tea and coffee is available from the self-service station before the official breakfast time. Breakfast includes tea and coffee and a selection of fruit juices, all from the self-service station in the main restaurant.
Tea and coffee will be available from the self-service station for 45 minutes after lunch and dinner.
All other drinks will be chargeable.
Wine and other alcoholic drinks may be ordered and will be added to your onboard account.
CAN I GET OTHER VARIETIES OF TEA ONBOARD?
The Vessel does carry a variety of selected teas.
IS THE WATER ONBOARD SAFE TO DRINK?
The water in your cabin is safe to drink. Bottles of water are not provided in the cabins.
WHAT FACILITIES DOES MY CABIN HAVE?
All cabins have en-suite facilities, writing desk, chair and table, television and adjustable air conditioning.
Some cabins have a Juliette Balcony with a full length sliding window with pull-down insect screens.
Please note that it is not possible to sit outside, and opening the Juliette balcony door shuts off the air conditioning.
All cabins are made up as double beds comprising two single mattresses on one solid bed frame with 2 single duvets. The beds cannot be split into twin format.
Bathrobes
Hairdryer
Safe
Shower Facilities
Shower Gel, Soap and Shampoo in fixed containers.
The voltage onboard is 220/110 with a razor and toothbrush 2-pin socket in the bathroom.
The use of individual heating appliances such as hairdryers, electric rollers, curling irons, electric shavers and other small appliances is permitted, but must be checked with Reception prior to use onboard.
Please note that – for safety reasons the use of travel irons and any tea/coffee making equipment is strictly prohibited.
Some cabins have a Juliette Balcony with a full length sliding window with pull-down insect screens.
Please note that it is not possible to sit outside, and opening the Juliette balcony door shuts off the air conditioning.
All cabins are made up as double beds comprising two single mattresses on one solid bed frame with 2 single duvets. The beds cannot be split into twin format.
Bathrobes
Hairdryer
Safe
Shower Facilities
Shower Gel, Soap and Shampoo in fixed containers.
The voltage onboard is 220/110 with a razor and toothbrush 2-pin socket in the bathroom.
The use of individual heating appliances such as hairdryers, electric rollers, curling irons, electric shavers and other small appliances is permitted, but must be checked with Reception prior to use onboard.
Please note that – for safety reasons the use of travel irons and any tea/coffee making equipment is strictly prohibited.
ARE THERE FRIDGES IN THE CABINS?
None of the cabins onboard the River vessels have fridges.
CAN I MAKE CALLS FROM THE VESSEL?
Each vessel is equipped with a modern GSM telephone exchange. Charges are applied to all calls at the rate of €2.50 per minute, with charges accrued every 6 seconds.
These charges will be added to your onboard account.
These charges will be added to your onboard account.
ARE THERE LAUNDRY OR DRY CLEANING FACILITIES ONBOARD?
A laundry and ironing service is available onboard and will be charged to your onboard account. A laundry bag and order form is provided in your wardrobe.
There is no dry cleaning service onboard. Laundry is returned within 24 hours.
There is no dry cleaning service onboard. Laundry is returned within 24 hours.
HOW DO I PAY FOR ITEMS AND SERVICES ONBOARD?
To settle your account, please call at Reception on the last morning of the cruise. You may settle your account with Mastercard or Visa credit card or Euros.
We regret that Maestro cards, debit cards and personal cheques are not accepted.
We regret that Maestro cards, debit cards and personal cheques are not accepted.
WHAT IS THE CURRENCY ONBOARD?
The Currency onboard is Euros
WHAT EXCHANGE FACILITIES ARE ONBOARD?
There are no foreign exchange facilities onboard, but currency may be exchanged in any of the cities visited.
There are usually facilities in the immediate vicinity of the river vessel’s berth.
There are usually facilities in the immediate vicinity of the river vessel’s berth.
WHERE WILL THE GUEST SPEAKER'S PROGRAMME BE HELD?
The guest speakers will host their talks in the Lounge
ARE THERE WORKSHOPS ONBOARD?
Due to the nature of river cruising no workshops are offered on any of our River cruises.
WHAT HAPPENS IF I AM TAKEN ILL DURING MY CRUISE?
There are no medical facilities onboard. In case of an emergency passenger will be referred to a doctor/hospital ashore.
IS THERE A SWIMMING POOL ONBOARD THE RIVER VESSELS?
Yes there are swimming pools on the River vessels situated on the Sun Deck, but there is not a swimming pool on the Rosa Brava.
The Rosa Brava has a whirlpool situated outside with the spa.
Please note that you may be asked to vacate the Sun deck if we are passing under a bridge when we are experiencing high water levels.
The Rosa Brava has a whirlpool situated outside with the spa.
Please note that you may be asked to vacate the Sun deck if we are passing under a bridge when we are experiencing high water levels.
IS THE SWIMMING POOLS ON ROSA RIVA & ROSA STELLA FRESH WATER OR SALT WATER?
The water in the pools is fresh water
DO I NEED TO TAKE TOWELS FOR SWIMMING?
Pool towels are provided in your cabin, as well as woolen blankets for cooler days.
IS THERE ROOM SERVICE ONBOARD?
Room service is not available on any of the vessels.
IS THERE A BEAUTY SALON ONBOARD?
A steam sauna, Finnish sauna, massage rooms and beauty salons are available onboard.
IS THERE A GYMNASIUM ONBOARD?
There is a small well equipped fitness room onboard.
ARE WE ALLOWED TO VISIT THE ENGINE ROOM, GALLEY AND BRIDGE?
As a result of recent maritime law amendments we regret that it is no longer permissible to allow passengers to visit these areas.
ARE VISITORS ALLOWED ONBOARD?
Due to current security levels in place, we regret it is not possible to receive visitors onboard at any time during your cruise.
WHERE CAN I SMOKE ONBOARD?
Smoking is not allowed in interior public areas or in cabins; it is allowed on the open decks.
Please dispose of cigarette butts appropriately and do not throw lighted cigarettes over the side of the vessel.
Please note that you may be asked to vacate the Sun deck if we are passing under a bridge when we are experiencing high water levels.
Please dispose of cigarette butts appropriately and do not throw lighted cigarettes over the side of the vessel.
Please note that you may be asked to vacate the Sun deck if we are passing under a bridge when we are experiencing high water levels.
