Question 1

How do I book a cruise?

Accepted Answer

On the page for the itinerary you want, select your "Cabin Type" and "Number of Guests," then enter each guest's "Name as shown on passport (Roman letters)," "Date of birth" and "Gender." Once you have reviewed your details and paid by credit card, your reservation is complete.

Question 2

What information is required to confirm a reservation?

Accepted Answer

To confirm your reservation we need the "Passport name (family name / given name, in Roman letters)," "Gender" and "Date of birth" of every guest. Please enter names exactly as they appear on the passport.

※ You can book before obtaining your passport.

Question 3

Once a reservation number is issued, is my cabin secured?

Accepted Answer

Yes. Your cabin is held temporarily from the moment a reservation number (provisional reservation) is issued. At this stage, however, it is still a "provisional reservation"; your booking is only formally confirmed once payment is complete.

Question 4

How long is a provisional reservation valid?

Accepted Answer

The validity period varies depending on the departure date and cabin availability, but it is normally about five days from the date of booking. Once you have made a provisional reservation, please let us know your reservation number via chat. We will check the expiry date and whether an extension is possible.

Question 5

A provisional reservation number appeared while I was going through the booking screens. I only wanted to check the price and did not intend to book — is that a problem?

Accepted Answer

There is nothing to worry about. A provisional reservation is cancelled automatically once it expires. Unless you complete payment it does not become a formal reservation, and no charges — including cancellation fees — will apply.

Question 6

How can I check whether cabins are available?

Accepted Answer

You can check availability by entering your preferred departure date, itinerary and number of guests and proceeding to the booking screen. The cabins shown on screen are those available for booking at that moment.

Question 7

The cabin I wanted was sold out. Can I wait for one to become available?

Accepted Answer

If you would like to join the waiting list, please let us know the "Passport name (Roman letters)," "Date of birth" and "Gender" of every guest. Please note that the waiting list is not registered automatically by our system. We check availability regularly and will contact you via chat as soon as a cabin can be arranged.

Question 8

I want a quad cabin for two adults and two children, but I was told it is sold out.

Accepted Answer

You can check availability by entering your preferred departure date, itinerary and number of guests and proceeding to the booking screen. Please note that availability on our site changes in real time. Even when another site shows a sailing as sold out, we may still be able to arrange it depending on timing.

Question 9

Can I travel on my own?

Accepted Answer

Yes, solo travellers are welcome. Select "1 guest" in the guest selector to see the price details.

Question 10

Can babies and infants sail?

Accepted Answer

Infants under two years of age can sail. However, on cruises of 11 nights or more the child must be at least two years old at the time of boarding.

Question 11

Can I still book close to the departure date?

Accepted Answer

Bookings close four business days before departure (excluding weekends and public holidays).

※ Before booking, please check that your passport is valid for at least six months from the disembarkation date.

Question 12

For cruises departing from overseas, can you also arrange the round-trip flights?

Accepted Answer

Flights need to be arranged by guests themselves.

Question 13

Can I book or ask questions by phone or in person at a store?

Accepted Answer

We do not offer support by phone or at a physical store. Bookings and enquiries are handled via chat or e-mail.

Question 14

What is included in the cruise fare, and what is not?

Accepted Answer

The cruise fare covers your accommodation on board, meals, onboard entertainment and the use of onboard facilities . Because travel, accommodation and dining come as a single fare, a cruise often works out cheaper than arranging each part separately. The following are not included. Amounts and coverage vary by cruise line, so please check the information for your cruise line. Service charges (onboard gratuities) Alcoholic and other chargeable drinks, and dining at speciality restaurants Shore excursion fees Transport from your home to the port, and transport at each port of call Personal expenses such as Wi-Fi, laundry, the spa, the casino and shops Medical costs and travel insurance Taxes (the International Tourist Tax applies to cruises departing from Japan)

Question 15

When do I pay for my booking? Can I pay in instalments or later?

Accepted Answer

The full amount is payable in a single payment at the time of booking.

Question 16

Are there payment methods other than credit card (such as bank transfer)?

Accepted Answer

In addition to credit cards, you can use Google Pay, WeChat Pay and Alipay. Bank transfers are not accepted.

Question 17

Which credit card brands can I use?

Accepted Answer

VISA, Mastercard, American Express, JCB and Diners Club are accepted. ※ We recommend having two or more credit cards from different card issuers available.

Question 18

The cruise is priced in a foreign currency. When is the exchange rate fixed? Does the price change after booking?

Accepted Answer

The base currency of the fare differs by cruise line, but you are charged in your currently selected currency. The exchange rate applied is fixed when you complete your booking, and the amount charged does not change if rates move afterwards. Prices are converted and displayed in your currently selected currency. Payment will also be processed through Stripe in the currently selected currency.

Question 19

Where can I issue a receipt? What if the issuing period has passed and I cannot print it?

Accepted Answer

Receipts can be issued from "Receipt" under the payment section of My Page. When you need one, please log in to My Page to access it.

Question 20

How does payment work on board? Do I need cash?

Accepted Answer

Onboard payments are settled with a registered credit card, so cash is generally not required. Please complete registration at an onboard kiosk or at reception by 23:00 on the day after embarkation. If you prefer to settle in cash, a deposit is required. As a guide this is around USD 150 per person (about USD 250 per cabin).

Question 21

Which card brands can I use for onboard payments? Can I use debit or prepaid cards? I received a charge notification I don't recognise when boarding.

Accepted Answer

On board you can use VISA, Mastercard, American Express, JCB and Diners Club. UnionPay and prepaid cards cannot be used. Debit cards can be registered, but a temporary authorisation may make it look as though you have been charged twice, so we recommend using a credit card. You may receive a notification from your card issuer when you board. This is a temporary hold taken as a deposit against onboard spending, not an actual charge, and it is normally released automatically after disembarkation.

Question 22

If I cancel, when and how is the refund made?

Accepted Answer

Refunds after cancellation are made through the credit card company used for payment. Where a cancellation fee applies, it is deducted before the refund is issued. Our refund processing is normally completed within a few days to about two weeks. After that, it may take a further 7–10 days for the refund to appear on your card statement, depending on your card issuer's processing. Depending on your card issuer's closing date and processing schedule it may take longer still, for which we ask your understanding in advance.

Question 23

For a booking with several guests or cabins, can I cancel just some of them?

Accepted Answer

Cancelling only some guests or only some cabins cannot be done on My Page. Please let us know via chat.

Question 24

What happens if the cruise is cancelled, or if a port call is dropped due to bad weather?

Accepted Answer

If the sailing is cancelled at the cruise line's discretion, the cruise fare is refunded in full. However, costs related to travel such as flights and accommodation are not compensated. Refunds are made through your credit card company. On the other hand, no refund is given when a port call is missed due to bad weather or similar reasons. Cancellation fees for rental cars, taxis or activities you have booked yourself are also outside the scope of the cruise line's compensation.

Question 25

How do I cancel a provisional (unpaid) reservation?

Accepted Answer

No cancellation fee applies to a provisional reservation before payment. If payment is not made by the deadline, the provisional reservation is cancelled automatically.

Question 26

Can I use my points?

Accepted Answer

You can use your points when booking a cruise. Enter the number of points you want to use during the booking process, and that amount is deducted from your payment. When points are deducted : Points are deducted when your booking is confirmed, after your payment is completed. Maximum points you can use : You can use points up to the payment amount remaining after any coupon has been applied. Points beyond that amount cannot be used. ※ Once you proceed to payment, you can no longer use points. Please enter them before you proceed to payment.

Question 27

How many points do I earn, and when are they awarded?

Accepted Answer

For cruise bookings, you earn 1% of the amount you actually pay, after any coupon and point discounts. Amounts covered by coupons or points do not earn points. When points are awarded : Points are awarded automatically two days after the cruise disembarkation date. They are not awarded at the time of booking. ※ Fractions under 1 pt are rounded down. ※ If a refund occurs, the points to be awarded are recalculated. ※ If your booking is cancelled, no points are awarded.

Question 28

Where can I check my point balance?

Accepted Answer

You can check your point balance any time from the menu at the top right of the screen. For the expiration dates of your points and the history of points earned and used, please see Point History on VELTRA's My Page.

Question 29

Do points have an expiration date?

Accepted Answer

Yes, points have an expiration date. Points that pass their expiration date are forfeited automatically. Please check the expiration dates of the points you hold under Point History on VELTRA's My Page.

Question 30

If I cancel, are the points I used returned?

Accepted Answer

Yes, they are returned. However, if a cancellation fee applies, the fee is covered first by the points you used, and the remainder is returned to you. If no cancellation fee applies : All of the points you used are returned. If a cancellation fee applies : The cancellation fee is covered by your points first, and if the points you used exceed the fee, the difference is returned. If the fee is equal to or greater than the points you used, no points are returned. Any part of the fee that your points do not cover is deducted from your refund. ※ Points are returned when you cancel the entire booking. They are not returned for refunds arising from a change to the number of guests or to the dates; please contact us via chat in those cases. ※ Because the return of points is tied to your refund amount, processing may take some time.

Question 31

What happens to the expiration date of returned points?

Accepted Answer

The expiration date the points had before you used them still applies. Returning points does not extend their expiration date. As a result, points that were close to expiring when you used them may be forfeited soon after they are returned. ※ Points that have already passed their expiration date are not returned.

Question 32

Can I use points when paying in a currency other than Japanese yen?

Accepted Answer

You can use points as long as you pay in a currency that supports points. Conversion by currency : The value of one point differs by currency. When you pay in JPY, TWD, KRW, THB, VND or INR, 1 pt = 1 unit of that currency (for Japanese yen, 1 pt = JPY 1). In the other supported currencies, such as USD and EUR, 100 pt = 1 unit of that currency. Currencies that do not support points : If your payment currency does not support points, you can neither use nor earn points for that booking. Change your display currency to a supported currency and you will be able to use points. ※ Points are held separately for each currency. Points in different currencies cannot be combined and used together.

Question 33

Can I use points I earned on veltra.com for a cruise?

Accepted Answer

Yes, you can. Points are shared between VELTRA Cruise and veltra.com. Points you have earned on veltra.com tours and activities can be used for VELTRA Cruise bookings. Conversely, points you have earned on cruise bookings can also be used on veltra.com (subject to the terms of use on veltra.com). ※ The menu at the top right shows the point balance for the currency you are paying in for your cruise.

Question 34

When are points returned?

Accepted Answer

Our support team processes the return once the cancellation fee has been confirmed. Because the number of points returned is tied to your refund amount, it may take some time until the cruise line informs us of the cancellation fee. If your request is urgent, please contact us via chat.

Question 35

Can I combine points from family members or travel companions?

Accepted Answer

Points are tied to the account of the person who makes the booking, so points belonging to travel companions cannot be combined. Only the points of the person making the booking can be used.

Question 36

What should I do if I cannot use my points, or they are not displayed?

Accepted Answer

One of the following may apply. You are not logged in to VELTRA Cruise Your display currency (the currency you pay in) does not support points Your point balance is 0 pt Your points have passed their expiration date Your payment amount is 0 after a coupon has been applied If the problem is not resolved after checking these, please contact us via chat. ※ If "Unavailable" appears in place of your balance, the balance could not be retrieved for the moment. Please wait a little and try again.

Question 37

My child's country of residence was registered incorrectly and I cannot change it myself.

Accepted Answer

We will make the change for you, so please let us know the guest's name and the correct country of residence. No change fee applies.

Question 38

I cannot enter a middle name, space or hyphen in the name field (it returns an error).

Accepted Answer

Entering a middle name is not required. If you would like to register one, enter it directly after the first name.

Question 39

I would like to change the number of guests after booking (add or remove one person). Is that possible?

Accepted Answer

Yes, it is possible. To add a guest, please first check availability on our site and let us know the cabin number you would like. Please note that for changes such as two guests to three, or three to four in one cabin, whether we can accommodate you depends not only on cabin availability but also on the booking situation for the cruise as a whole. We may not be able to meet your request, for which we ask your understanding in advance. To reduce the number of guests, please let us know via chat the name of the person to be cancelled.

Question 40

I would like to change the e-mail address on my booking.

Accepted Answer

You can change your registered member e-mail address by logging in to the VELTRA Cruise member site and using "Check / change member information" in the left-hand menu of My Page.

Question 41

I entered my passport details on My Page but cannot save them.

Accepted Answer

If you cannot save on My Page, please check that the address field has been entered in English (Roman letters). Entering it in Japanese can cause a save error.

Question 42

I have made a booking but it does not appear on My Page (booking history).

Accepted Answer

My Page for regular VELTRA activities and for VELTRA Cruise are managed separately. Cruise booking details appear on My Page of the dedicated VELTRA Cruise site ( https://cruise.veltra.com/ ). They are therefore not shown on the main VELTRA site or app. If your booking does not appear even after logging in to the cruise site, the registered e-mail address may be different. Please contact us via chat; we will check the booking details and link them to your My Page.

Question 43

I would like my travelling companions to see the same booking details on My Page. Can accounts be linked?

Accepted Answer

At present, My Page can be viewed only by the lead guest who made the booking. Because operations such as cancellation can also be carried out on My Page, this restriction is in place for security reasons. We are internally considering a mechanism for sharing information with travelling companions (view-only, for example), but there is no timeline yet. For the time being, please have the lead guest check the details, or consider sharing the same account.

Question 44

I have not received the booking confirmation e-mail. Can I only check on My Page?

Accepted Answer

When your booking (payment) is complete, in addition to the notice in chat we automatically send a booking confirmation e-mail to your registered address. If it does not arrive, please check your junk mail folder first. If you still cannot find it, let us know via chat with your reservation number and our support team will check your registration and resend the notice. You can also view your booking details and payment statement on My Page at any time.

Question 45

Is the boarding pass posted to me? Will I receive paper documents?

Accepted Answer

We do not send anything by post . Boarding passes, useful information and other documents are all uploaded to My Page.

Question 46

Can I board by showing the boarding pass on my phone? Do I need to print it?

Accepted Answer

You can check in by showing the pass on your phone screen. That said, bringing a printed copy makes the process on the day smoother. The boarding pass also includes your luggage tags, so we recommend printing it if you can.

Question 47

Do I need to print the luggage tags?

Accepted Answer

Luggage tags are included with the boarding pass and bringing printed copies makes things smoother, but they are also available at the port , so printing is not essential.

Question 48

The Japanese text on my boarding pass (PDF) appears garbled.

Accepted Answer

The Japanese PDF on My Page can appear garbled on screen, but we have confirmed that it displays correctly when printed . Please try printing it first. If that does not resolve the issue, we can ask the cruise line for an English-language boarding pass and upload it to My Page, so please let us know via chat.

Question 49

There is an error in the nationality or passport-issuing country shown on my boarding pass.

Accepted Answer

If there is an error in the details on an issued boarding pass (nationality, passport-issuing country and so on), please let us know via chat. We will correct the details, replace the boarding pass and upload it again.

Question 50

Is it all right if I arrive later than the check-in time shown on my boarding pass?

Accepted Answer

The check-in time on your boarding pass is a guideline slot allocated to spread out the crowds . As a guide, the final boarding (final check-in) time is 2 hours 30 minutes before departure for Japan round-trip sailings, and 2–4 hours before departure for sailings from overseas. This varies by itinerary and port, so please check the exact time shown on your boarding pass.

Question 51

What time is the final check-in (final boarding)?

Accepted Answer

It varies by port and itinerary, but generally the final boarding time is around 2–4 hours before departure. If you would like us to check for your specific sailing because of a flight arrival time or sightseeing plans, please feel free to ask via chat.

Question 52

Can I drop off my luggage before or after check-in and go sightseeing in the departure port city?

Accepted Answer

Depending on the port and time of day, it is often possible to explore the surrounding area after dropping off your luggage. Even then, please be sure to return to the ship by the final boarding time . Whether this is possible and how much time you have differ by port of call and departure port, so please ask us via chat.

Question 53

Do I need to stop by a VELTRA desk when boarding?

Accepted Answer

There is no VELTRA desk at the port. Please show your boarding pass and proceed directly to check-in. If you have questions or need assistance after boarding, please speak to the reception desk on board.

Question 54

Is there anything I should bring with me?

Accepted Answer

Toiletries and nightwear : toothbrushes, razors and nightwear are not provided in the cabin, so please bring your own. Something to layer : the air conditioning on board is strong and mornings and evenings can be cool, so a cardigan or similar is useful. An overnight bag : large luggage is collected by the crew on the evening before disembarkation, so please bring a small bag for toiletries and a change of clothes for the last night.

Question 55

I am arriving on a different flight. May I board later, separately from my family?

Accepted Answer

If the other guests in your cabin check in first, please have them give the name of the guest arriving later at check-in. Guests boarding later should also bring their own boarding pass and complete check-in.

Question 56

Can I join the ship at a later port, or leave before the end of the cruise?

Accepted Answer

As a rule we cannot arrange for you to board at a port of call partway through the itinerary, or to leave the ship before the end. You board and disembark at the ports set for the cruise.

Question 57

For a cruise departing overseas, how much time should I allow when booking flights?

Accepted Answer

It depends on the distance between the airport and the port of embarkation, but we recommend a flight that arrives four to seven hours before the ship sails . Allowing for flight delays and jet lag, staying overnight near the port the day before departure is safer still. How much time you need varies with the combination of port and airport, so if you are considering a same-day flight, please ask us via chat.

Question 58

Travel disruption means I may miss my flight. What should I do?

Accepted Answer

Even if you miss your flight, the cruise cancellation fee still applies as scheduled. A delayed or cancelled flight is not a ground for waiving it. Flights are booked by you, so please contact the airline directly to change or refund your ticket. Your cruise booking is not cancelled automatically. If you decide not to sail, please tell us via chat as soon as possible, as the cancellation fee depends on how many days remain before departure. If another flight can still get you to the port of embarkation before the final check-in time, you may still be able to board. Please talk to us via chat first. If major disruption is forecast in advance, please also consider staying overnight near the port the night before (at your own expense).

Question 59

If I am not flying (travelling by bullet train, rail, or meeting locally), what should I enter for flight details?

Accepted Answer

If you are not flying, you may leave the flight details blank.

Question 60

By when do I need to enter my basic information (passport details, etc.)? I have missed the deadline.

Accepted Answer

We ask that basic information (STEP1: passport details, emergency contact, etc.) be entered by around one month before departure as a guide. Even if you miss the deadline, entering it as soon as you notice is fine. Please note that the boarding pass is only issued once all entries are complete.

Question 61

What should I enter for "Place of Birth" in the passport details?

Accepted Answer

Please enter the registered domicile / place of birth as shown on your passport.

Question 62

What should I do if I have a food allergy or need special assistance such as a wheelchair?

Accepted Answer

For food allergies, wheelchair use or any other special assistance, please also submit the Medical Request Form . We will apply to the cruise line on your behalf. Please note that the form to be submitted is the English-language version .

Question 63

Do I need to bring the medical request form I submitted on the day of boarding?

Accepted Answer

Please print the Medical Request Form you submitted and bring it with you on the day of boarding.

Question 64

I would like to bring baby food for an infant.

Accepted Answer

If you would like to bring baby food, please submit the Medical Request Form . We will apply to the cruise line on your behalf. Please note that the form to be submitted is the English-language version .

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