FREQUENTLY ASKED QUESTIONS
▶ Do I come to your office to board the boat?
No, all cruises depart from dock C, d’Albora Marina, Nelson Bay. Guests will be checked-in at the vessel, at the time of boarding.
Boarding on all cruises is open 15 minutes prior to the scheduled departure time.
▶ What happens if we miss our cruise?
ALL CRUISES DEPART ON TIME. Boats run on a strict schedule and allowances cannot be made for passengers arriving late. Arriving late and missing the vessel can result in the full loss of your fare. No refunds or transfers will be offered if you miss your departure time.
Boarding on all cruises is open 15 minutes prior to the vessel departure time. Make sure you give yourself time to allow for parking and to make your way to the vessel. Allow extra time during weekends and peak holiday periods. Should you know in advance you are unable to make the cruise by departure time, please contact our office (02 4984 9000) for assistance.
▶ Is there car parking available?
4 hour paid car parking is available at the d’Albora Marina and also Victoria Parade.
Free off-street parking is available at 9 Government Road, Nelson Bay (next to Nelson Bay Resort), 36 Donald Street and 18 Donald Street Nelson Bay. If utalising free parking spaces, please allow an extra 10-15 minutes walk time and note any time limits.
▶ How can I make an enquiry or booking for your cruises?
To make an enquiry you can email us (firstname.lastname@example.org) or phone our office on +61 (02) 4984 9000. You can also book direct on our website.
▶ Do I need to pre book?
It is highly suggested to pre-book your tour as we cannot guarantee that on the day that you wish to travel there will be availability on the cruise of your choice. Booking online is a great way to secure your cruise
▶ When do I have to pay and are there credit card charges?
Bookings need to be paid for at the time of booking, we accept VISA and MasterCard. Please be advised surcharges may apply. No surcharge applies for cash or EFTPOS.
▶ What ages are eligible for a Child’s fare?
A children’s fare is available for persons aged 2-16 years of age.
▶ Can I bring my infant onboard? Do I need to pay?
Yes, infants are welcome onboard all cruises. Children younger than 24 months are free of charge. From 2yrs of age, the child fare applies.
▶ What constitutes a Family when purchasing a Family ticket?
2 Adults and 2 Children are classed as a family. The children must be between the ages of 2 and 16 years.
▶ What is classed as Concession?
Concessional fares apply to holders of Australian Seniors Cards. This does not include overseas seniors. Full time students (15-25 years) must provide relevant ID.
▶ Do you sell gift vouchers?
Yes, we sell gift vouchers! Vouchers can be purchased direct via our website or by calling our office (02 4984 9000). Vouchers are generated and emailed at the time of purchase.
Gift vouchers are valid for 3 years from date of purchase and can be redeemed on any cruise until the date of expiry.
▶ I booked a Combo. Can the activities be split over separate days?
Guests are not required to complete combo activities on the same day. Please advise your preferred departure day/s and times for each activity at the time of booking. COMBOs must be made as one booking request and one payment (ie. please do not book activities separately and then request a combo rate).
▶ Is there a shuttle bus between the Cruise and Combo activity?
Guests are required to make their own way to/from all activities.
▶ Can I change the date of my cruise?
Please contact our office to enquire about rescheduling a cruise. If we have sufficient notice and availability we will transfer your cruise date to a mutually agreeable time and date. A 20% administration fee may be charged.
▶ What if I need to cancel my cruise?
All cruises need to be paid for in full at the time of booking.
Cancellation of a cruise up to 24 hours before your departure MAY (instead of WILL) incur a 20% Administration fee (instead of Handling Charge).
No refund will be issued for cancellations made with less than 24 hours’ notice, or for failure to check-in for a cruise.
▶ What if the weather is bad? rain, storms etc?
PLEASE DO NOT ASSUME A CRUISE IS CANCELLED IF IT IS RAINING. If you have any concerns please ring our office on 02 4984 9000.
We can give you more information as well as weather updates.
We monitor the weather closely and decisions are made based on safety as well as guest comfort.
▶ What if my cruise is cancelled?
Should a cruise not operate for any reason, guests will be given the opportunity to reschedule or offered a full refund.
We always try to give guests as much notice as possible if we need to cancel a cruise.
Cruises cancelled due to poor weather/sea conditions are done so for the safety and comfort of our guests.
Imagine Cruises require a minimum of 6 paying customers to operate a cruise, and cruises will be cancelled if minimum numbers are not met.
▶ Is it Safe?
Yes, our vessels are in commercial survey and subject to regular inspections. We are fully equipped with life rafts, emergency beacons (EPIRB), life jackets, throw rings, fire extinguishers and first aid kits. All crew are First Aid/CPR trained. Our crew will give a full safety briefing at the beginning of the trip for all passengers.
▶ Are your boats wheelchair friendly?
Unfortunately, our vessels are not easily suited for wheelchair access. We can however, cater to guests with limited mobility. Passengers with mobility issues or concerns regarding movement around our vessels are asked to contact our office on 02 4984 9000 so that we can better understand how we may accommodate your needs.
▶ Are there toilets?
Yes, all our vessels have toilet facilities.
▶ Is there food and drink available? Can I bring my own?
Imagine provides FREE tea, coffee, drinking water and biscuits. Soft drinks, Alcohol and snacks can be purchased from the bar. Imagine is a fully licensed vessel, as such there is NO BYO Alcohol.
Envision does not have any snack or beverage facilities.
Guests are welcome to bring food (fruit, sandwiches, snack bars recommended) and nonalcoholic beverages onboard either vessel.
▶ What should I wear?
For winter cruises (whale watch), we recommend warm layers including a jacket. You can always take a layer off if you are too warm, but you can’t put on a layer you didn’t bring. Long pants and enclosed shoes are highly recommended. It is also a good idea to bring a water proof layer; not only does it keep you dry, it also protects you from the wind.
For summer cruises, a light jacket is recommended. Guests wishing to enter the water should bring swimwear and a towel.
Hats or sun protection are recommended on all cruises, even on overcast days. NO HIGH HEELS OR WEDGES PERMITTED. Al guests must wear flat shoes (thongs/flip flops OK).
▶ What should I bring with me?
In addition to the recommended clothing and sun protection, you may want bring a camera, binoculars, water and snacks.
For guests onboard any summer cruises, swimmers and a towel are recommended for those wanting to get in the water. ‘
On any cruise, a light jacket is recommended.
▶ What if I get seasick?
‘Sea sickness’ can be different for individuals, making it difficult for us to advise on the matter. If you suffer from other types of motion sickness, such as on a plane or car, you might get seasick.
PREVENTION is better than CURE. If you have concerns about seasickness we recommend you seek advice from a local pharmacy about preventatives prior to the cruise.
We offer motion-sickness prevention for free onboard before the tour, however pharmacists recommend taking tablets 1 hour before a cruise.
▶ Can I smoke on your vessels?
As per the NSW Smoke Free Environment Act 2000 and the Smoke Free Environment Regulation 2016, smoking is not permitted on any of our vessels at any time.
From 1 July 2018, under the Smoke-free Environment Act 2000 and the Passenger Transport (General) Regulation 2017, people cannot use e-cigarettes in smoke-free areas.
▶ Can I take a baby pram on board?
Baby prams/strollers are permitted on board our vessels. Please understand that space is limited. If it is possible to travel without the pram/stroller it is appreciated. If you have any questions, please contact our office, 02 4984 9000.
▶ What’s the best time of day to see Dolphins or Whales?
There is no time of day that is better for viewing dolphins or whales. Encounters vary day to day and there is no way to predict sightings or behaviours. Pick the cruise time that best suits you and let nature surprise you!
▶ What happens if I don’t see a Whale or Dolphin?
Even with our excellent sighting percentage, occasionally we have difficultly finding whales or dolphins. In the event of a ‘miss’ we will issue you with a ‘free return voucher’ to use at a later date.
Refunds will not be issued. We understand that sometimes passengers cannot take up the free return voucher for whatever reason, but we do everything we can to locate whales or dolphins during cruises. The ‘free return’ voucher has no expiry date, thus giving guests every opportunity to ‘try again’. If you are unlikely to reuse the voucher, it can be transferred to another guest.
Free Return vouchers are not transferable between vessels.