fred olsen cruise faq

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Fred. Olsen Cruise Line

2,194 topics in this forum.

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Tour Shares

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• January 10, 2012

* NEW * Roll Call Forum for Fred Olsen is NOW OPEN !

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• CC Help Jenn
• September 19, 2011
• 23 hours ago

Excursions in Iceland June 24. Ships tours or independent companies?

• Sunday at 02:39 PM

January 2026 - Too early to be excited?

Balmoral 23 august 2024.

• makemladdie

Is it just me ......... air con??

August 7 2024 balmoral.

New role for Braemar

• richard_london

NOK any point in getting currency?

First time on balmoral (28th may 8 nights).

• July morning

Sockets and face flannels

Where to stay pre newcastle departure.

Age group - Fred Olsen

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• twotravellersLondon

Bolette - first call at Piraeus

memory failure (mine)

Cruise prices 1 2 3 4.

• 15.2k views

Embarkation time

Soft drinks/water, shore excursions, dinner dress code, parking 4 cruises city cruise terminal.

Rosyth no more?

New to fred olsen and rosyth departure.

• edinburgher

Fred's Gone? 1 2 3 4 5

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Fred.Olsen Cruises – Contact a Ship

Fred.olsen cruises.

How do I contact a passenger directly on Fred.Olsen Cruises?

Family members and friends can get in touch with guests on board by reaching out to Fred.Olsen Cruises at  0800 691 1662

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Fred. Olsen’s New Video Calling System A Success

• March 17, 2024

Fred. Olsen Cruise Lines reported that nearly 800 guests used its expanded video calling system throughout the Reservations team, according to a press release.

The video reservations system was initially trialed in April 2023 and has now been rolled out further.

The approach allows users viewing cruises online to request a video call and have a face-to-face interaction with a member of the Fred. Olsen Cruise Lines team.

Since then, the team has received nearly 800 video calls from customers wanting to book a cruise.

Kim Wright, reservations and guest services manager, said: “Guests and prospective guests have found the video calling system a convenient way of reaching out to us.

“They appreciate the personal touch of seeing a face and gain confidence in their booking decisions. And, from the team’s perspective, it enables them to go beyond the excitement conveyed through a phone call. It allows us to share the guest’s excitement through body language and enhances their overall booking experience.

“Guests are increasingly opting for video calls instead of making inquiries over the phone. And if a booking is made through video, the team have found that these guests tend to use the video platform for further inquiries.

“We’re thrilled that we have been able to roll this out across the team to continue to offer the personal touch with our guests.”

Operated by video call specialists Talkative, The system automatically assesses whether the guest is using a device with a camera as well as the strength of their connection. If a video call is not an option, a member of the team will call them via phone.

Additionally, it allows for a shared browsing experience so the caller and the team member can see the same screen view at the same time.

Felix Winstone, CEO of Talkative, said: “We’re pleased Fred. Olsen Cruise Lines continues to see value in using video chat for their Reservations team.

“In an increasingly impersonal online world, video adds a much-needed human element to high-value and complex interactions such as cruise bookings.”

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Fred Olsen Cruises: How Much Are the Gratuities?

When planning a cruise with Fred. Olsen Cruise Lines, it's important to consider the expected gratuities to ensure a smooth and enjoyable experience. This article provides everything you need to know about tipping on Fred Olsen, from prepaid rates to extra cash tips.

Fred Olsen Cruise Lines typically charges gratuities at £5.00 per person, per day for guests aged 12 and over. This amount is split equally between your stewardess and restaurant staff.

Tipping Customs

• Gratuities on Fred. Olsen cruises typically cost £5.00 per person, per day for those over the age of 12.
• These charges are shared between your stewardess and restaurant waiter, ensuring fair distribution.
• There are various options for paying gratuities, each affecting your cruise experience differently.

On this page:

How gratuities are calculated, understanding gratuities on fred olsen cruises, payment methods for gratuities, gratuities and service quality, special considerations for gratuity, comparing gratuity practices, practical tips for cruise guests, customs and etiquette onboard, frequently asked questions.

When you cruise with Fred. Olsen Cruise Lines, your gratuities are handled in a straightforward manner to ensure that the hardworking crew who contribute to your travel experience are rewarded for their service.

Daily Gratuities Rate

For guests aged 12 and over, Fred. Olsen automatically charges a daily gratuity of £5.00 per person. This charge is:

• Added daily to your on board account .
• The convenience of this system means that you don't need to worry about tipping individual staff members; it's a simple solution that ensures consistent rewards for guest services .

Service Charges per Service

Each service that you enjoy on the cruise ship can have specific service charges associated with it:

• Services such as spa treatments and bar purchases typically add a 15-18% gratuity .
• These charges are automatically added to the total bill for the service, streamlining the process so it is seamless and easy for you.

Through the automatic on board account system, Fred. Olsen ensures that gratuities are fairly distributed among the staff, making your travel experience enjoyable and hassle-free.

When sailing with Fred Olsen Cruises, it's helpful to grasp the ins and outs of their tipping policy to ensure the hardworking crew is appropriately rewarded for their service.

What Are Gratuities?

Gratuities, often known as tips, are a sum of money customarily given to the crew as a way of saying thank you for excellent service provided during the cruise. They are not just a reward for the service team but also form a significant part of their overall income.

Gratuity Guidelines for Fred Olsen Cruises

Fred Olsen Cruises has a recommended gratuity of £5.00 per person, per day , for guests aged 12 and over. This amount is automatically added to your onboard account, simplifying the process for you. The gratuities are shared equally between the stewardess and restaurant waiter, acknowledging their role in enhancing your cruise experience.

Regarding the gratuities:

• Automatic Service Charge : This is a daily rate applied to your onboard account.
• Distribution : Allocated equally to your stewardess and restaurant waiter.
• At Your Discretion : While tipping is at your discretion, the guidelines help to ensure consistency and a fair distribution to the service team.

For further insight into understanding tipping procedures on cruises and how they contribute to the overall experience, consider exploring more about cruise gratuities .

Lastly, should you wish to manage gratuities in a more personalized manner, on Fred Olsen Cruises, you can adjust or remove these automatic gratuities by visiting the reception desk. Envelopes may also be provided should you prefer giving cash tips directly to specific members of the crew on the last night or before disembarkation.

When sailing with Fred. Olsen Cruises, you have options for how you handle tipping. Understanding these payment methods can ensure a smooth and enjoyable experience during your cruise.

Prepaid Gratuities

Prepaid gratuities are all about convenience. You have the option to pay gratuities before you even step on board.

• Convenience : Avoid the end-of-cruise rush and have gratuities sorted out in advance.
• Peace of Mind : Enjoy your cruise knowing that your appreciation for the crew’s service is already taken care of.

Paying Onboard

If you prefer to handle gratuities during your cruise, you can do so with ease via the onboard payment system.

• Automatic Gratuities : A daily amount is added automatically to your onboard account, covering your service charges without needing to visit guest services.
• Desk : Should you choose, you can visit the guest services desk onboard to adjust or manage these gratuities to fit your preferences.

Payment methods for gratuities on Fred. Olsen Cruises are designed for your ease, allowing you to enjoy your cruise with one less thing to worry about.

Gratuities on Fred. Olsen Cruises are not just a transaction; they're a reflection of your appreciation for the dedicated service you receive. The amount you tip can directly correlate with the crew's motivation to provide exceptional service.

Expectations for Service

Gratuities on Fred. Olsen Cruises are typically set at £5.00 per person, per day for guests aged 12 and over. These tips are shared among your stewardess and restaurant waiter, pivotal members of the service team who work tirelessly to ensure a pleasant cruise experience for you.

Service Team Composition :

• Stewardess: Handles cabin cleanliness and comfort.
• Restaurant Staff: Delivers an enjoyable dining experience.

The quality of service on cruise ships like Fred. Olsen includes multiple touchpoints, from the cleanliness of your cabin to the attentiveness of the restaurant staff. In these environments, the crew members, including the spa professionals, are committed to providing you with a memorable and relaxing experience.

Adjusting Gratuities

While gratuities are automatically added to your onboard account, Fred. Olsen recognizes that guest satisfaction may vary. If the service surpasses your expectations, or conversely, does not meet them, you have the discretion to adjust gratuities. It's more than a policy; it's an endorsement of the value you place on service quality.

Adjustment Guidelines :

• To increase gratuity: Visit the reception desk.
• To decrease gratuity: Discuss with cruise management.

Remember, your gratuities are a powerful tool for rewarding the crew who have made your cruise exceptional. Your direct feedback influences the service quality, ensuring that the team is recognized for going above and beyond.

When enjoying your Fred. Olsen cruise, it's important to be aware of the additional gratuities applicable to services beyond your room stewardess and restaurant waiter.

Beverage and Spa Service

• Drinks: A service charge of 15% is typically added to your bar bill or drinks purchased onboard. This means when you enjoy a refreshing cocktail or a glass of wine, the gratuity is already taken care of.
• Spa: For the relaxation and pampering experiences at the spa, gratuities are often included in the service price. If you indulge in a massage or any spa treatment, you don't need to worry about tipping separately.

Group and Event Tipping

When you're part of a group or attending a special event onboard, you might wonder about the tipping protocol. Here's what you should consider:

• Entertainment & On Board Activities: These are usually covered by your standard gratuities, with no extra tipping required.
• Special Events or Group Gatherings: If you're hosting an event or are part of a large group, check with guest services to understand if additional gratuities are suggested for the extra coordination and service.

When you choose a cruise, understanding the gratuity practices can help you budget better and manage your expectations about the cost of your holiday.

Fred Olsen Versus Other Lines

Fred. Olsen Cruises typically charge gratuities at £5.00 per person, per day for guests aged 12 and over. This is automatically added to your on-board account and shared between your stewardess and restaurant waiter. Comparatively, other lines such as Celebrity Cruises often have higher gratuity rates that range from around $15 to more than $20 per day. P&O Cruises abolished their service charge, meaning you now tip at your discretion.

Gratuity Inclusions and Exclusions

The gratuities on Fred. Olsen's ships, such as Borealis and Bolette , are not included in the cost of your holiday but are a suggested figure for the essential staff.

• Included: Room steward and restaurant staff
• Not Included: Special services, such as spa treatments or personal butler service

On other lines like Celebrity Cruises, gratuities also cover a wider range of staff members, including buffet staff and activity organizers. When prepaying gratuities, it's key to understand what is covered to avoid any surprise charges during your cruise experience.

When planning your voyage on Fred. Olsen Cruises, understanding the gratuity policy is crucial to budgeting for your cruise holiday. Here's how you can prepare for gratuities and interpret your onboard account with ease.

Budgeting for Gratuities

• Calculate Daily Gratuities : Fred. Olsen Cruises recommends a gratuity of £5.00 per person, per day for guests 12 and over. This is shared between your stewardess and restaurant waiter.
• Additional Services : Remember that gratuities for extra-fee drinks , restaurant meals, and spa treatments may have an automatic gratuity of 15% to 20%.

Understanding the Gratuity Statement

• Check Your Statement Regularly : Review your onboard account frequently via guest services to keep track of the gratuities charged.
• Gratuity Allocation : The recommended gratuities are automatically added to your account, but you can adjust these amounts at guest services according to the value you feel you've received.

When joining a Fred. Olsen cruise, being aware of the ship's customs and etiquette ensures a pleasant experience for you and your fellow passengers.

Dress Code and Formal Nights

Dress Code: Throughout the day, casual wear is typically acceptable on deck and in the ship's lounges. However, swimwear is restricted to the pool areas.

• Evening Wear : Post 6 pm, the dress code shifts to smart casual in the ship's restaurants and public areas. On certain evenings, formal attire is required, encompassing cocktail dresses or evening gowns for ladies, and suits or dinner jackets for gentlemen.

Formal Nights:

• Frequency : These special nights are scheduled on select evenings, varying by cruise length.
• Expectations : You're encouraged to dress your best, which adds to the celebratory atmosphere of the ship.

Dining and Social Etiquette

Dining Time:

• Fixed Seating : Fred. Olsen ships typically offer fixed dining times which you can select in advance.
• Flexibility : Some flexibility in dining times may be provided, subject to the ship's policy.

Table Etiquette:

• Join your assigned table promptly to keep service smooth.
• Restaurant Manners : When dining, practice polite table manners. This includes using cutlery appropriately and engaging in quiet conversation to maintain the sophisticated ambiance of the restaurant setting.

When planning a cruise on Fred. Olsen lines, understanding gratuities is a key part of your trip. This section addresses common concerns and provides clear guidance on tipping etiquette aboard.

General Queries on Tipping

How much should you tip on a Fred. Olsen cruise?

• Typically, Fred. Olsen recommends a gratuity of £5.00 per person, per day for guests aged 12 and over. This amount is shared between the service team, including your stewardess and restaurant waiter. Learn more about this from their tips on board FAQ.

Is tipping included in your cruise fare?

• Gratuities are not included in your initial cruise fare. They are added automatically to your on-board account, ensuring equitable distribution to the service team. Find more detailed information here .

Discretionary Gratuity Concerns

Can you adjust the amount you tip?

• Yes, gratuities on Fred. Olsen cruises are discretionary. You have the option to adjust these amounts at the reception desk on the cruise ship if you wish.

What if you have specific service personnel you wish to tip more?

• You are welcome to give additional tips to any staff member who has provided exemplary service, such as those in the spa or restaurants. This can be done personally, in cash, if you prefer a more direct method of showing your appreciation.

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Baltic cruise…Borealis... 5*

We just had a fantastic Baltic cruise with Borealis. The staff were amazing, friendly and very professional. Of course there are busy times where you may have to wait but I always found staff polite, friendly and accommodating. The range and standard of shows was amazing. For any one you would pay a lot in a national theatre. The talks were wide ranging, very interesting and very professionally delivered in a friendly amusing and easily understandable way. The food options were all there from formal to more cafeteria style but with all being a wonderful standard. We did few of the organised trips but loved the freedom and security of regular hop on /off buses and free shuttles. We were happy to give gratuities off a credit card to the excellent staff who worked so well for our comfort enjoyment and safety.

Date of experience : 02 May 2024

DONT BUY DRINKS PACKAGE. BALMORAL SHIP Second cruise with Fred Olsen but will…

Second cruise with Fred Olsen but will be the last. Firstly the majority of the staff are fantastic but let down by mainly bar servers. Be prepared to wait average of 25-35 mins for a drink as they take orders for about 10 people and then make them all up before delivery to everyone. Worst one was 50mins. You may say go and get your own drink, well that is frowned on by the servers and you are told to go to your seat and a waiter will attend. Food... carnt say it was bad but we ate mainly in the casual buffet area called the palm cafe. From no plates to food not kept topped up so you had to change your mind if you fancied something that was not available. Beds were lovely and comfortable but pillows were a joke (pillow case with a thin sponge in between )fluffed up but as soon as you put your head on it you had nothing. Holiday was great but in my view Do not buy a drinks package. You will save by just buying as you need, either way you won't get too many.Also drinks package Does not include tea or coffee outside restaurants. Average cost of £3 per drink, so if your sitting on deck and fancy a coffee be prepared to pay. Over the coarse of a week they mount up. Will definitely go on another cruise but not with Fred Olsen

Date of experience : 26 April 2024

Reply from Fredolsencruises

Good morning, thank you for taking the time to leave us feedback on your recent cruise, and we're so sorry to read of your concerns. Here at Fred. Olsen Cruise Lines, our teams work really hard to make sure that our guests receive the best service possible, so we have passed your comments over to the relevant teams here to ensure the processes are reviewed. Thank you. – Shona, Marketing.

Wish I hadn’t booked…

Not travelled yet. Booked for my wife’s “significant” birthday. Never been on a cruise before. I paid for a B grade superior cabin with a sea view… it appears it is a restricted view with a lifeboat in front of the window! 
I phoned up and asked if I could upgrade but told nothing was available. Then they phoned me and offered a cabin with a better view for £395! 
I guess if you get a saver fair which is £100 cheaper you get allocated the worst cabin that meets their grade. 
I could have sailed with P&O for less money, 2 more nights and a better cabin.
 Very disappointed.

Date of experience : 23 April 2024

Good morning, thank you for taking the time to leave us feedback, we're sorry to read of your concerns. Here at Fred. Olsen Cruise Lines, our teams work really hard to make sure that our guests receive the best service possible, so we’d like to discuss your concerns further with you. Could you please email our Guest Relations team on [email protected] with your booking reference, contact details and the concerns you have mentioned, so that they can take a look into this further for you? Thank you. – Shona, Marketing.

Heartless Attitude

Not about the actual cruise but more about the heartless attitude of their staff. My mum and her husband booked a cruise for Aug 2024 and paid £1100 deposit. In Feb this year my step dad was diagnosed with terminal cancer and died within 2 weeks. My mum called up to cancel the cruise and request a refund and was advised to send the death certificate which we did then they advised they can only refund £200. Surely in this instance 6 months before they were due to go a better refund could be offered. Just an FYI I did what they said and contacted Stuart and his response was to claim off the travel insurance, so not only did they insisted we sent them the death certificate to be offered this paltry refund they have just wasted our time again in some vein way to make it look like they are doing something, they haven’t done anything

Date of experience : 29 February 2024

Good morning, thank you for your comments, and we're so sorry for your loss. I have today spoken with our Guest Relations Manager who has requested that you email his team and they will look into this for you. Please can you email them at [email protected] for the attention of Stuart Foreman, and he or a member of his team will respond to you directly. Warm regards, Shona - Marketing

Good cruise, poor waiting staff

Went on my first ever cruise with Fred Olsen on the 17th April 2024 to Iceland. Have to say it was an experience. 95% of the staff on board were amazing. Only issues where around diety requirements. Made Fred Olsen aware of my dietry requirements during my booking. Met with the maître d' before embarking and on my second day at sea to discuss my dietry requirements and allergies. Dinner staff (Sree and Jr) were absolutely amazing. Breakfast and lunch waiting staff were quite rude when it came to ordering. If they seen you pick up a menu they would not serve you for at least 15-20mins, and would grunt if you ordered from the menu. Several waiting staff refused to take an order on several occasions demanding I eat from the buffet, as there was nothing gluten free and vegetarian at times on the menu. Which led to cross contamination and me breaking out in a very bad rash. I had to speak to the maître d' again as I was told by the waiter to go the buffet and I lifted a salad, thankfully I tipped the salad out prior to eating and seen there was meat in it, possibly shellfish, which I am allergic too. Explained this could have resulted in a serious medical emergency. There was never any ingredients listed on any of the menus. Which caused quite a bit of anxiety when ordering as you never truly knew what you were eating. The maître d' was apologetic and advised that the waiting staff were made aware prior to sailing that people on board the ship with dietry requirements must stick to the menus to avoid contamination. I explained several waiters refused to take any orders from me and told me to get food at the buffet. Which has led to me taking a reaction to something as I had quite a bad rash. Further issues arose when ordering tea at Breakfast and Lunch as the waiters really did not like tea drinkers. Docked at Sedisfjurdor 23/04/2024, and attended at 2pm lunch at Ballindalloch restaurant. The Waiter (Jestoni) came over asking if anyone wanted anything. I asked if I could have some tea and thanked him. The waiter then proceeded to sing very loudly over the restaurant mocking me for ordering tea. Whereby several guests laughed. I laughed at first too, but things quickly soured when he was at the tea station near table 79 and the lady at the table laughed and joined in stating, "Remind me never to order tea from you". Jestoni, then made the comment, "I hope he drowns in his tea", and followed this up with "I hope the tea is so hot it burns his belly". He begrudgingly  brought the tea to the table. I thanked him again and left shortly after as I was extremely embarrassed by the entire situation and returned to my cabin. Made the rest of my cruise extremely uncomfortable whereby I refused to order tea and only made myself a cup in my cabins as a result.

Date of experience : 24 April 2024

Good morning, thank you for taking the time to offer us a review of your recent cruise, and we're really sorry to read of your concerns. I have today passed your review over to our Guest Relations team to look into for you, but we are unable to see your name on here. Please could we request that you email them at [email protected] referring to this review and stating which cruise you sailed on? Warm regards, Shona - Marketing

incorrect categories of cabins

incorrect categories of cabins . cabins under heading Balcony which are outside opening on to promenade deck with NO balcony. balcony cabins classed as balcony suites

Date of experience : 01 April 2024

Good morning, thank you for your review - we're sorry to read of your concerns. Here at Fred. Olsen Cruise Lines, our teams work really hard to make sure that our guests receive the best service possible, so we’d like to discuss your concerns further with you. Could you please email us at [email protected] with your booking reference, contact details and the concerns you have mentioned, so we can take a look into this further for you and give you an explanation to our cabin grading systems on our ships? Thank you. – Shona, Marketing.

Outstanding - and great for Coeliac

This was our first cruise, and it was fantastic in every way. The scenery was incredible We saw the northern lights on 4 of the 9 nights on board The talks were great The entertainment was a brilliant standard and my highlight was the food ... incredible My husband is Coeliac, and they catered for him so well throughout the whole trip, without making him feel "different" and without getting "glutened" at all. It made the trip We already have out next one booked :)

Date of experience : 01 March 2024

Thank you for taking the time to offer us feedback on your recent cruise. We're delighted that you had such a wonderful time, and that you were able to see the Northern Lights so much, it's a very special sight and really magical. We're equally pleased that your husband was able to really enjoy the food on board, our teams work very hard to ensure our guests dietary needs are well catered for. We can't wait to welcome you back on board again soon. Warmest regards - Shona, Marketing

Canary Islands…

We have held off so far from publishing this on Trust Pilot and other social media, but after having read a lot of the reviews, feel this will fit in nicely. Where to start, hmm. Arrived in cabin to be met by twin beds. Booked a double room with double bed (check the phone conversation that I was told was recorded). Cannot move us because no cabin of this level was available. Stinky pillows which we asked to be replaced. They were replaced and we requested the new ones be left for the entire voyage. Not so, switched many times again with smelly pillows. Four nights of waiting for new pillows and rude customer service. Getting to bed around 1 a.m. nightly. Finally we ended up locking the good pillows in our suitcase in the morning and out again at night. Rather inconvenient don’t you think? Needed a bottle of water in cabin but although that was included in our package, wasn’t available and we had to deal with a karafe which we didn’t care for. A number of other issues such as tough meat every night and frankly the worst food we’ve ever had on a cruise. Cigarette smoke coming into our cabin. Unpleasant stains on carpet and chairs in cabin. Dirty decks. No coffee spoons at coffee station 3 times and nobody around. Sour milk at coffee station. Short days in port. Lack of cutlery at breakfast in dining room. Thin walls in cabins. Filthy windows. Stories of black mould and stained mattresses and pillows from several people. I filled in the “penny for your thoughts” postcard and took it to guest services and finally it caught someone’s attention. Suddenly a suite became available as somebody cancelled (seriously in the middle of a cruise). We were moved and it was a definite improvement We have been on loads of cruises (mainly Princess) but wanted a smaller ship as Princess ships are now so large. Sorry Fred Olsen, never again. Offered us £1000.00 off our next cruise. Still not enough to get us back and never on the Balmoral.

Date of experience : 01 February 2024

Good morning, thank you for taking the time to leave us feedback on your recent cruise, and we're so sorry to read of your concerns. Here at Fred. Olsen Cruise Lines, our teams work really hard to make sure that our guests receive the best service possible, so we’d like to discuss your concerns further with you. Could you please email our Guest Relations team on [email protected] with your booking reference, contact details and the concerns you have mentioned, so that they can take a look into this further for you? Thank you. – Shona, Marketing.

If Union Jack themed nights with OAPs are yr thing, you'll love it.

'Hotel' aspects ie restaurants & cabins generally good though very irritated to find that 'the last two cabins' one of which I was urged to book was also a sales technique used on another passenger. Food heavily dairy & meat based. Passengers mainly elderly & in varying stages of immobility. Entertainment pretty dire unless themed nights including dressing up in Union Jacks & singing we'll meet again are yr bag. Port stops interesting but badly organised. Swingeing single supplement made it expensive for what it was.

Date of experience : 27 January 2024

Thank you for taking the time to leave us a review of your recent cruise - we're sorry that you felt it wasn't as you'd expected. If you'd like to discuss your cruise with our Guest Relations team, please email us at [email protected] with your booking reference, contact details and the concerns you have mentioned and we'll pass it over to them for you. Warm regards, Shona - Marketing.

Booked a double cabin through Iglu…

Booked a double cabin through Iglu Cruises, when confirmation came through informed it was a fixed double! total lies from Iglu and Fred Olsen, took Iglu 33 days to respond to my query, then quoted and additional £225 to change cabins and correct their miss selling!!!!!

Date of experience : 05 March 2024

Good morning, thank you for your comments regarding your concerns about Iglu Cruises, and we're sorry that you've experienced some concerns. Please can we request that you email our Guest Relations team on [email protected] with your booking reference, contact details and the concerns you have mentioned, so that they can take a look at this for you? Kind regards, Shona - Marketing

Must be No1 for Cruise from Hell!!

Booked the Northern Light Cruise from 14/2/24 to 28/2/24, on Balmoral. Advertised as luxury cruise with visits to four ports. Started well then due to bad ship hygiene we were plunged into the plague of Norovirus. This isolated many passengers in their cells. Everything on board apart from bars, restaurants and the theatre were banned for all passengers who were able to avoid the virus. We did as we spent most of our luxury holiday in our cabin. Then we were told bad weather would prevent anymore stops and began a 5 day slow paddle home. The Captain when questioned stated all he had to do was get the ship back to Southampton ready for the next cruise. This was untrue as a deep clean was required to rid the ship of the virus. They only allocated three days for such a deep clean, having had to cancel the follow on cruise from Southampton. I assume they must have had help from Mary Poppins to complete such a task, especially when you discover the history of the virus being present on Balmoral and other Fred ships. The cancellation of port visits is also a frequent occurrence.so Fred Olsen is advertising cruises which frequently do not do what is promised and paid for. Definitely not following consumer rights. We paid for a 14 night holiday and we’re only given a 6 day holiday. We have emailed Fred requesting compensation for a failed poor quality holiday. They have said sorry and will inform the various heads of departments but do not think we are entitled to compensation. They appear to be ignoring our emails now which is consistent with other passenger complaints. I think we now need to escalate our request. Any future first time travellers on Fred ships and read reviews BEWARE AND MAKE USE OF YOUR BARGEPOLE.

Date of experience : 14 February 2024

I have only booked cruise

I have only booked cruise, online, and already a problem. For those of us who are members of English heritage please note: NO WHERE ON FRED OLSEN SITE IS THERE REFERENCE TO 10% DISCOUNT for members. Do not pay until you get discount as you can not claim afterwards.

Date of experience : 27 February 2024

Good morning, thank you for your comments. The English Heritage page on our website is a dedicated page arranged by our Groups Team for guests who book via EH only, and it is not visible for all visitors to our website to view. Our understanding is that you are given the page url by the team at EH, and then make your booking over the phone with our Reservations team. We're sorry that you were unaware of this before making your booking. Might it be worth discussing with EH at all? We do hope that you'll enjoy your cruise with Fred. Olsen Cruise Lines. Warm regards - Shona, Marketing.

We went in search of the northern…

We went in search of the northern lights 10 march - 19 march and had a fantastic time. I can't believe some of these reviews. We found all the staff really helpful and very friendly. They always had a smile and said hello to us. The food was excellent. And they catered for me being diabetic. Our waiter even reminded me that I couldn't have a certain pudding because it wasn't sugar free! Our stop at Bodo was cancelled because of bad weather, but there was so many different activities to do it really wasn't a problem. I can't comment on the drinks package as we never bought it. The staff were always wiping down all areas. There was plenty of hand sanitisers, especially outside the restaurants but you still got people walking straight in and not sanitising their hands. The only bad point as far as I was concerned was the last 3 days of the trip I was confined to our cabin because it got gastroenteritis and was quite poorly. Room service provided me with soup and a roll the following day but it was so salty I couldn't eat it.

Date of experience : 10 March 2024

Good afternoon. Thank you so much for taking the time to provide us with us a review of your recent cruise - we're delighted that you had such a wonderful time on board Balmoral, although we're sorry that you were unwell and the food wasn't seasoned correctly - we'll pass this comment over to our Hotel Operations team, and do hope you'll join us for another cruise again soon, warmest regards - Shona, Marketing

Do not bother.

Do not bother. January cruise to the Canary Islands. Shore leave was to industrial type ports, the food was anything but Gourmet with the leftovers regurgitated the following day. On board entertainment was so old and tired people were falling asleep during the comedian, that's a first.

Date of experience : 04 January 2024

Good morning, thank you for taking the time to leave us feedback on your recent cruise, and we're sorry to read of your concerns. Here at Fred. Olsen Cruise Lines, our teams work really hard to make sure that our guests receive the best service possible, so we’d like to discuss your concerns further with you. Could you please email our Guest Relations team on [email protected] with your booking reference, contact details and the concerns you have mentioned, so that they can take a look at this for you? Thank you. – Shona, Marketing.

Rudest staff out

Rudest staff out, rolled eyes when asking what drinks they have, manager then gets aggressive and swears at us. Local, that’s used the place for years, progressively worse.

Date of experience : 16 March 2024

Good morning, thank you for your review - please can we ask if you're referring to a Fred. Olsen Cruise you've sailed on recently? If so, we're sorry to read this, so please could you email us at [email protected] with details of your booking reference, which cruise and ship you were on, and which bar you were in on board, so that we can ask our Hotel Operations team to investigate further? Kind regards, Shona - Marketing.

Balmoral. Worst Cruise we have ever experienced

Went on the Northern Lights 14th to 28th February 2024 on Balmoral and to be honest we wouldn`t even give it 1 star. First few days were okay but once Norovirus hit we`ve never with all the cruising we have done witnessed such a catastrophic disorganised crew as we experienced on Balmoral. Missed 2 ports due to bad weather, what a joke, apparently tried 3 other ports but the passengers were not informed of anything, we only know this because Guest Relations has told us once we were home and this complaint had gone to them. The virus was completely out of control, really poor cleaning, managers wandering around with absolutely no clue what to do. We were informed by the Captain that all the crew were trained for such issues, well i`m sorry but NO. Still saw passengers and crew hugging, public toilets were supposed to be manned but the crew didn`t want to get cold so stood round the corner. Gel was everywhere but this does nothing to stop the spread (NHS website) tables were generally wiped but what about the chairs. Mixed messages and for 6 days all we heard was a recorded message from the Captain. Passengers still handling tongs even though the self service was taken away, i even had to tell one passenger the new rules, what was worse a senior member of the crew was standing right next to me and said nothing. Many passengers having room service due to the virus with crew going into rooms dressed in full ppe. Guest Services a complete waste of time as they had no idea what to do. We`ve sailed on ships with other cruise-lines straight after lockdown and they did a great job of trying to keep Covid and Norovirus at bay hence we didn`t have any issues. Fred Olsen think they are a great cruise-line but they are simply the worst we have ever sailed on and will never sail again. They`ll take your money but will offer nothing as compensation especially when we were confined to the inside of the ship for two days and the last 48 hours we kept to our cabin as we had absolutely no confidence in the cleaning regime on the ship. We had a long drive back home so couldn`t risk getting the virus. Fred Olsen completely ruined what should have been a great cruise. We had forwarded our complaint, didn`t get a reply for 30 days which breached ABTA rules and only did get a call because we were going to ABTA. They have offered nothing in the way of compensation. We have even asked for a phone-call from the manager at Guest Relations which we still have not received. Lastly when booking with Fred Olsen all is good until something goes wrong then they look for every excuse under the sun to justify why they will take your money but provide a zero star service. This review has taken so long as we feel we wanted to give Fred Olsen time to reflect and at least talk to us but they have seriously failed. We have never had to put such a negative review on these platforms but feel Fred Olsen didn`t want to help us. They had their chance but didn`t want to deal with the issues we raised. This was our first time with Fred Olsen and will certainly be the last.

Good morning, thank you for taking the time to leave us feedback on your recent cruise, and we're so sorry to read of your concerns. Here at Fred. Olsen Cruise Lines, our teams work really hard to make sure that our guests receive the best service possible, so we’d like to discuss your concerns further with you. Could you please email us at [email protected] with your booking reference, contact details and the concerns you have mentioned, so we can ask our Guest Relations Manager to respond to you as soon as possible? Thank you. – Shona, Marketing.

I can't believe the bad reviews

I can't believe the bad reviews. We had a fantastic time on the Balmoral in search of the northern lights. The food was excellent and the service of all the staff was impeccable.

Good afternoon. Thank you so much for taking the time to offer us a review of your recent cruise - we're so pleased to read that you had such a lovely time on board Balmoral, and that the food and our on board teams were fantastic. We look forward to welcoming you on board again soon, warmest regards - Shona, Marketing

First and last for me

First and last for me. Two ports cancelled due to bad weather and nova virus. Disinfectant everywhere. And they bill gratuities too. All one sided and the customer loses out. Not as sold in the brochure. Bye Fred!

Date of experience : 26 February 2024

Good morning, thank you for taking the time to leave us feedback on your recent cruise, and we're sorry to read of your concerns. We're really sorry that 2 of the ports on your cruise were cancelled due to the weather, but our guests safety and comfort are our utmost priority. Unfortunately, norovirus is a quick-spreading condition which our teams on board did their best to keep on top of by cleaning and asking guests to be vigilant. Our gratuities are added to your cruise price, but while very much appreciated, they are voluntary and can be adjusted or removed completely at Guest Services on board your ship if you wish; and you are welcome to tip personally if you prefer. Full details of our tipping policy can be found on our website here: https://www.fredolsencruises.com/faqs/on-board/what-is-your-procedure-for-tipping-on-board We do hope that you'll rethink your decision and will choose to cruise with us again in the future. Kind regards - Shona, Marketing

Balmoral Northern Lights

14th - 28th February, Northern Lights. Our first Fred Olsen cruise. First 9 days were super because of the 4 ports of call and our chosen excursions. Then, because of stormy weather, Bodø on Saturday was cancelled. On Saturday morning it was announced that Stavenger stop on Monday was also cancelled because of bad weather. Can't ships travel in stormy weather?? I thought this was rather early to cancel somewhere 2 days in advance. Sunday evening, Monday morning, the sea was calm, the extra day at sea meant we had caught up and we were at Stavanger. So why didn't we stop? I asked at Guest Services and they said it was 'because of stormy weather'. My guess is that they wanted to push on to Southampton to do the deep clean. 5 days at sea with little to do. So disappointed.

Good morning, thank you for taking the time to leave us feedback on your recent cruise, and we're sorry to read of your concerns. We're really sorry that 2 of the ports on your cruise were cancelled due to the weather, but our guests safety and comfort are our utmost priority. However, at Fred. Olsen Cruise Lines, our teams work really hard to make sure that our guests receive the best service possible, so we’d like to discuss your concerns further with you. Could you please email our Guest Relations team on [email protected] with your booking reference, contact details and the concerns you have mentioned, so that they can take a look at this for you? Thank you. – Shona, Marketing.

Empty Promise....

Like most other passengers lured onto this cruise on Balmoral by a promised stop in Algiers which is difficult to visit any other way. Less than 48 hours after departing captain announced we were not going there as the visa fee had increased. No option for passengers to pay the increased fee and still see Algiers but decision made to go to Palma/ Mallorca instead. Suspect they may never had any intention to call at Algiers in the first place. Ship old and dated, cabin scuffed and could have had a much better ship/facilities with another cruise line for less money. We will not cruise with them again although has to be said that Phillipino crew in cabins and restaurant were amazing.

Date of experience : 14 November 2023

Good afternoon, thank you for taking the time to leave us feedback on your recent cruise, and we're sorry to read of your concerns regarding Algiers. Here at Fred. Olsen Cruise Lines, our teams work really hard to make sure that our guests receive the best service possible, so we’d like to discuss your concerns further with you. Could you please email our Guest Relations team on [email protected] with your booking reference, contact details and the concerns you have mentioned, so that they can take a look at this for you? Thank you. – Shona, Marketing.