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Marella Cruises has put everything into making sure your next cruise feels safe, secure and enjoyable. So if there's anything you want to know, find out here

Marella Cruises understands that people might have questions and concerns over booking cruises right now, so whatever’s on your mind, its travel expert Tori McCrindle will be able to put you at ease.

Submit your question in the form below or scroll down to take a look at questions that have already been responded to and organised into categories. Don't forget to check back soon for your answer! We will endeavour to answer as many questions as possible, however in the event of a high volume, we may not be able to answer all of them. If your question is specific to a booking, please contact Marella customer services at www.tuigroup.com/en-en/contact/holidaymakers, or on Facebook. For more general information and support visit www.tui.co.uk/destinations/info/holiday-with-confidence.

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Q&A

Quick links: Covid-19 protocols | Facilities & services | Cruise schedules | Booking & General enquiries

Covid-19 protocols

Q: What about people who are genuinely exempt from wearing masks due to a disability?

Tori McCrindle (TM): Both passengers and crew will be required to wear a face covering in the terminal and when onboard unless they are inside their cabin or sitting down, in line with social distancing guidelines regarding eating and drinking. You must comply with this policy in order to travel, so if you’re exempt from wearing a mask, you won’t be able to travel. We may ease restrictions around face coverings as and when guidance from the UK government and World Health Organisation (WHO) allows for this.

Q: My wife is not allowed to have the second dose of the vaccine due to allergic reaction from the first. Can we still go on a Marella cruise?

TM: All customers aged 18 or over will need to have had both doses of the vaccine to travel. You’re required to have had the second dose a minimum of seven days before your sailing date.

Q: After just reading you can only sit with people from your cabin in restaurants, why won’t the rule of six indoors apply on ship?

TM: You should only dine with the people in your cabin, from the same household or travelling party. We only have a small number of tables for bigger groups but we’ll do our best to sit you together where possible. If you have more than one household in your travelling party, the UK rule of 6 people from different households will apply indoors. You won’t be able to share a table with people you’ve met on the cruise.

Q: Will you be organising meet ups for solo passengers or will they have to dine alone for the entire cruise (British Isles)?

TM: If you’re travelling alone, we’ll arrange COVID-safe gatherings, which will be optional for all our solo travellers.

Q: I'm on the two nights Newcastle in July. I've had two vaccines but what else do I need?

TM: You'll need to bring proof of vaccination, your travel insurance, passport and any other relevant travel documentation with you. Many ports require six months validity on your passport. You'll also need evidence of a negative antigen lateral flow test to board our ships. We'll be in touch with more information closer to your sailing date.

Q: Do we need a Covid test before returning to UK?

TM: We haven't released policies for international sailings yet and this isn't a requirement for domestic cruising.

Q: Will step four of the roadmap and its easing of restrictions alter any of the present planned arrangements/requirements onboard for Marella guests?

TM: We're working closely with the relevant authorities and will adapt our policies as guidelines for cruises are updated.

Q: If one of our party tested positive for Covid after taking a test before returning to the UK, what would happen?

TM: We have comprehensive isolation protocols in place, as well as a response plan with the local authorities. This is designed to protect the health and wellbeing of our customers and crew, in case of the unlikely event of cases of Covid-19 onboard. All our protocols will be independently verified by Lloyd’s Register, our classification society, before sailing.

Q: If social distance restrictions are removed on 19 July, will they be removed on board?

TM: We will adapt our policies as guidelines for cruise lines change but this won't necessarily be in tandem with the shoreside restriction updates.

Q: If social distance restrictions are removed on 19 July, will they be removed on board?

TM: We will adapt our policies as guidelines for cruise lines change but this won't necessarily be in tandem with the shoreside restriction updates.

Q: Some cruise ships have been used as quarantine ships in the Med during the pandemic. Can you assure me none of Marella ships were used as such?

TM: None of our ships have been used in any kind of passenger service since repatriating our guests. We have been in warm lay-up, with three ships anchored off the UK's south coast and Marella Discovery 2 alongsidein Croatia. The teams are very much looking forward to being back in the water with our lovely guests onboard.

Q: Do you need to prove you have had both vaccinations and will you accept the new certificate we can get in Scotland from Patient Access?

TM: Guests will need to provide proof of vaccination as part of the embarkation process. We'll be contacting anyone booked to sail on our UK cruises to share more information closer to their sailing date.

Q: I am booked on Newcastle to Orkney and Shetland Isles. As this is UK, why can't we go off ship independently?

TM: This is in line with current guidance. Guests may only go ashore as part of a Marella Cruises excursion.

Q: When will we be able to cruise minus the masks?

TM: We continue to work closely with the relevant authorities and will update our policies as guidelines change.

Q: If I book a cruise round Britain, do I have to have Covid cover on my insurance?

TM: Fully comprehensive cruise insurance, which includes Covid cover, is essential for all sailings.

Q: Are all staff vaccinated?

TM: All crew will follow robust testing procedures, with testing when they board the ship, followed up by regular testing and daily temperature tests. They will also have a period of quarantine once they board the ship and before guests are allowed onboard.

Q: What will happen if a port on the itinerary moves onto the red list?

TM: As part of the Marella Cruises Promise to you, you can change your booking for free or cancel with a full refund if you’re travelling to a red-list destination which we know requires you to quarantine in a hotel on your return, as we simply won’t be going there.

Q: Will there be reduced capacity on the cruises?

TM: In line with current guidelines, we'll be sailing at reduced capacity. For our UK Coastal Cruises, we haven't put any of our inside cabins on sale.

Q: How is the air controlled in public areas?

TM: We're following current guidelines, which means we’ll be optimising our ventilation systems, ensuring the flow of fresh air from outside.

Q: Will we need a coronavirus test every time we visit a foreign port?

TM: For our UK Coastal Cruises, you'll need to take a lateral flow test before sailing. Once onboard, there will not be daily COVID-19 testing, but daily temperature checks will be in place. Testing may be required for international cruises and we'll update customers once we know more.

Q: Can infants travel (under 2)?

TM: Due to current guidance around testing, children under the age of two won't be able to travel on our cruises.

Facilities & services

Q: Does the Explorer 1 have hammocks on the large balcony cabins?

Tori McCrindle (TM): Marella Explorer does have hammocks on the large balconies.

Q: Will the sauna and steam room be open in the Champneys Spa on the UK cruises? Will the spa pools be open on the pool deck and will there be any restrictions using the swimming pools? Will the swimming pools be heated for the UK cruises?

TM: The spa, gym and casino will be open, with extra hygiene and social distancing measures in place. There may be a limited treatment menu at the spa. All our pools will be open, and heated for our UK Coastal Cruises, but they’ll be operating at a reduced capacity. You’re advised to shower before entering the pool, and sunbeds will be spaced out for social distancing. In line with current government guidance, our hot tubs will be closed. Just so you know, our pool bars will be waiter service only.

Q: I am celiac so have to eat gluten free diet, is this offered in the restaurants on board the ships?

TM: Give our Customer Welfare Team a call before you book your cruise for advice on things like dietary requirements.

Q: Will All Inclusive still be 10am - 2am and include everything it did before pandemic?

TM: Our All Inclusive offering is the same as it was previously.

Q: Are your cruises suitable for a lady who can only get around on a small mobility scooter?

TM: Absolutely. Give our Customer Welfare Team a call before you book your cruise for advice on things like ship accessibility, bringing equipment onboard, disabled facilities, and medical care. We’ve also teamed up with AccessAble, who have created detailed access guides for each of our ships. Visit their website to find out more. All our ships also have a small number of adapted cabins for less mobile passengers. Just remember to make sure one is definitely available before you book.

Q: Will your night bar/discos be open until very late?

TM: Our onboard experience will be as close to normal as possible with table service and social distancing in place.

Q: Will we get help with digital menus in dining room?

TM: We'll have how-to tips on our digital signage around the ships and our friendly crew will be on hand to help.

Q: Can I take oxygen on as I have pulmonary fibrosis?

TM: Yes. However, if the device needs to be plugged in for it to work, you'll need to sign a disclaimer before you travel. If you need help with completing the form, please call our Special Assistance team on 020 3451 2585. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

Q: Will there be fewer sunbeds around the pool?

TM: Our pools will have a reduced capacity, and our sunbeds will be arranged so you can be socially distant while you sunbathe.

Q: Will the Mediterranean Italian bar at rear of ship be open for gluten free pizzas to order?

TM: The Mediterranean on Marella Explorer will be open as normal. Please make one of the restaurant team aware of any food allergies or intolerances when you arrive.

Q: Will we be able to use our phone providers network whilst sailing around the UK?

TM: When you're in port you should be able to connect to your UK network as normal. At sea, your phone will connect to a maritime provider via the ship's satellite. That can be expensive so we recommend switching flight mode on and purchasing a WiFi package if you want to use a messaging service.

Q: Do you have kettles in the cabins?

TM: Yes, we have kettles in all our cabins.

Q: We like the waiter service at night but we will only be a party of two, so will we be allocated a table and will we have to go a certain time. We are on the Icelandic Adventure in September?

TM: Our main waiter service restaurants will be very similar to normal. You can dine at the time that best suits you and we'll allocate you a table on arrival. We recommend you check the restaurant availability on our onboard app, Navigate, and look for the quieter times to join us for dinner. And on Dress To Impress night, you'll be given a time to dine. Other small changes you'll notice are things like mask-wearing when you're not sat at your table and menus available in digital format in order to reduce touchpoints.

Q: Will all restaurants be open?

TM: They’ll be open just with a few differences. We’ll be social distancing, of course, as well as following the current guidance for mask wearing onboard. In our buffet restaurants, our team will be on hand to serve you and we’ll allocate you a seat on arrival to help avoid queues. For our speciality restaurants we recommend booking ahead.

Q: Will we be able to join other people at tables?

TM: As we’re social distancing, you should only dine with the people in your cabin, from the same household or travelling party. For the time being you won’t be able to share a table with people you’ve met on the cruise.

Q: Will I still be able to take advantage of the fun activities onboard?

TM: There will still be live entertainment – like music and quizzes – around the pool. After dark you can still expect our West End-style performances in the Broadway Show Lounge. Plus there will be events like our Musical Afternoon tea. All with social distancing measures in place.

Cruise schedules

Q: I am interested in 2022 cruises for my 60th. When will the brochure be out?

Tori McCrindle (TM): Summer 2022 is already on sale. You can find all the latest information – including a digital version of the brochure – on our website.

Q: When are Caribbean cruises starting?

TM: Our first Caribbean sailing will set sail on 14th November from Barbados, onboard Marella Discovery.

Q: Can I cruise this year (2021)?

TM: Our first sailing is just a month away. Marella Explorer returns on 25th June.

Q: Are you still doing fly and cruise?

TM: Our cruises, including fly-cruises, are on sale up to October 2022 at themoment. Our cruises are predominantly 7 or 14-nights though, so shorter cruises are rare.

Q: Will you be doing a cruise round America in 2023?

TM: We're currently looking at plans for future seasons. Watch this space!

Q: Our cruise last year from Newcastle to the Fjords in Norway was cancelled. Will Marella be cruising to Norway in the future?

TM: We don't currently have any plans to sail around Norway and the Baltics but we're constantly reviewing our programme to ensure it's varied and exciting.

Q: Are you ever going to be cruising from Dundee again?

TM: We don't currently have any plans to base one of our ships in Dundee, but we're constantly reviewing our plans.

Q: When are Caribbean cruises starting?

TM: Our first Caribbean sailing will set sail on 14th November from Barbados, onboard Marella Discovery.

Q: When is your first fly/cruise to the Canaries due to take place?

TM: Marella Explorer will be sailing in the Canaries from 29th November.

Q: Is my cruise to the Med going ahead as planned in early August?

TM: For information on specific cruises, fares or an existing booking, please contact Marella customer services at https://www.tuigroup.com/en-en/contact/holidaymakers, or on Facebook.

Q: When will Marella return to Baltic cruising?

TM: At the moment we don't have any plans for Baltic cruises, but we may return in the future.

Q: I know you can’t look into the future but your opinion would be appreciated: we have a cruise booked for February 2022 to Far East Asia. Do you think it will still go ahead under the current restrictions? Would there still be social distance measures on board as there are at present reduced facilities and a re-scheduled itinerary?

TM: As it stands, your cruise is due to go ahead as planned. We're continuing to monitor the situation as it develops and work closely with the authorities on our return to sailing. If we need to make any changes to our plans, we'll be in touch with any impacted customers as soon as possible. We know that the ongoing uncertainty around travel is unsettling, which is why we offer the Marella Cruises Promise, which includes our Package Refund guarantee.

Q: Are you doing a two-week cruise to Jamaica in February?

TM: Jamaica sailings for the coming winter season are on sale, you can book online, pop into store or give us a call to book.

Booking & general enquiries

Q: Why does it cost more than double the price for a solo passenger, even if booking the day before?

Tori McCrindle (TM): For standard cabins we price our cruise based on the number of people who can sleep in the room. So if there are fewer people than beds in your cabin there would be what we call an under-occupancy fee. We do have a limited number of single cabins for our solo travellers.

Q: I’ve booked a UK cruise. Can I book speciality restaurants ahead of time or do I have to wait until I’m onboard?

TM: At the moment ,you can browse our speciality dining options in the Cruise Planner ahead of travel and then book once you're onboard.

Q: If a solo passenger were to cruise on a Marella Cruise, how much extra would it cost? I’m thinking 2022, not this year.

TM: For information on specific cruises, fares or an existing booking, please contact Marella customer services at https://www.tuigroup.com/en-en/contact/holidaymakers, or on Facebook.

Q: How do I stop the feeling of seasick?

TM: Seasickness is a lot like any other motion sickness, it affects some more than others. It's cause by mixed messages in your brain when your inner ear sends different signals to your eyes. There's no real cure but there are some tips for easing symptoms without medication... Some find fresh air and watching the horizon helps but if you go to the top deck you will feel the motion more too. If that's the case, head to the centre of the ship - the pivot point - where you'll feel less movement. Eat an apple, drink ginger ale or snack on crackers. Sleep, stay hydrated and avoid alcohol. If all else fails, you can buy seasickness tablets and other treatments in the Medical Centre onboard.

Q: I would like information about renewal of wedding vows and how to book it for our cruise in June 2022. Thanks.

TM: You can find more information about vow celebrations at https://www.tui.co.uk/destinations/faq/what-s-included-in-the-marella-cruises-celebration-of-vows?catId=647&subcatId=649&docId=1455.

Q: I booked the Adriatic Explorer on Marella Explorer for 20/05/2022 and was wondering how to book a table in the Surf&Turf restaurant for our Ruby Wedding Anniversary?

TM: You can browse our speciality restaurants in Cruise Control, our pre-travel hub, and book once you're onboard sing our Navigate app.

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