frequently Asked Questions

All Lost and Found inquiries are processed online. Please fill out the claim form here and if found, our AMAzing crew will work to return the item(s) to you. Please read the form carefully for important information.

AmaWaterways is independent from the courier used for the return.

Guests are responsible for all the shipping costs, which is directly provided and handled by the courier online.

Items that cannot be shipped due to restrictions: alcohol, tobacco products, batteries, medication, food.

Lost and Found process:

• Step 1: Fill out the claim form on online.
• Step 2: The claim form must be completed before submission. Please review the details on the form carefully before submission, for there will be no amendments allowed once it is submitted.
  Please make sure to include the Ship, Booking Number, Cabin Number & Complete guest name.
• Step 3: The request will be reviewed by our Ama staff and it may take up to a couple of weeks for an update.
• Step 4: If the item is found, an email will be sent with additional information and a link for the payment. Alternately, you will be informed if the item is not found.
• Step 5: Once payment is received, a label with the tracking details and confirmation of the payment will be sent within two business days. The ship will then proceed with the shipment preparation.
  The transit time begins at the time of the pick up and not the date of payment. Also, since ships are a moving vessel, returns are done at specific major cities where the ship is docked all day, per courier. There may be delays due to inclement weather, nautical changes or emergencies.
• Step 6: An update will be sent once the pick up has taken place.

All meals, including breakfast, are “a la carte” with full table service and offer a wonderful choice. Select items will be available at chef's stations, such as our new breakfast bowls. The Chef’s Table specialty restaurant is also included in the cruise fare. Our restaurants are open seating.

Comfortable, layered clothing adaptable to changing weather conditions is always advisable for daytime excursions. For the evening, “Casually elegant” attire is recommend and you may want to pack something a little dressier for the Captain’s night/Farewell Dinner – similar to how one would dress to dine at a 5-star restaurant. Comfortable shoes are recommended for excursions and workout clothing if you plan to take part in any wellness activities, active tours or use the onboard gym. Depending on the time of year, clothing that can be layered is highly recommended.

Vietnam & Cambodia: It is always advisable to travel light in Southeast Asia. For the hot and humid weather, lightweight easy-care clothing that includes some long-sleeved items for protection from mosquitoes and sun, raingear, and sturdy and comfortable walking shoes that you won’t mind getting wet or muddy. We also recommend you pack a few casually elegant items to wear at the Welcome and Farewell dinners.

Africa: When traveling through Africa, it is always advisable to travel light as some itineraries baggage size and weight are strictly limited. On Safari: casual, easy-care clothing that includes some long-sleeved items for protection from mosquitoes and sun. Attire during Winter (April - September): it is wise to bring some warm clothes for chilly early morning and late night temperatures. Dressing in layers is also recommended, as temperatures rise quickly during the day.

Dining in Town: If you plan on dining at a fine restaurant in a city such as Cape Town or Johannesburg, “casually elegant” is the norm – no ties for men or evening dresses for women are necessary.

Our Main Restaurants have plenty of seating and dinner is a single seating where table reservations are not accepted. Our crew will serve you at your table and will be happy to offer you a similar choice of menu items formerly available at our buffets. Reservations for our specialty tasting menu at The Chef's Table specialty restaurant can be made once you are on board the ship. Our Receptionist can assist you with any dining questions. The Chef's Table is available throughout Europe, in Egypt and on the Mekong River. It is not available in Portugal or on board the Zambezi Queen in Africa.

Europe: A sightseeing tour is included in each city or town you visit, along with free time to explore the city according to your own interests. The sightseeing tours can take place on foot, via motor coach, or a combination of the two. Each tour is led by a qualified, licensed English-speaking local guide or your Cruise Manager. In addition to our Gentle and Active Walkers groups for some excursions, we have a "Late Starter" option for guests who wish to sleep in but do not want to miss key tour highlights. For those guests interested in exploring Europe from an exciting new perspective, we offer guided bicycle and hiking tours in select cities. In addition to our many choices of excursions we also offer our Special Interest Tours, offering small groups the chance to be even more immersed into the local life. In the event of water level problems on certain stretches of the river, it may be necessary to operate part of the itinerary by motor coach or to alter the daily program as determined by the ship's Captain.

Vietnam & Cambodia: A sightseeing tour is included at each location on the itinerary. The sightseeing tours can involve walking on uneven ground and steps, travel by motorcoach, local boat or a combination thereof. Each tour is led by a qualified English-speaking local guide. In the rare event of water level problems, it may be necessary to operate part of the itinerary by motorcoach or to alter the daily program whenever conditions render it necessary, by determination of the ship's captain.

Africa Cruise & Land Safari: All excursions are included.

Egypt: All excursions are included.

On your Secrets of Egypt & the Nile River journey, you have the once-in-a-lifetime opportunity to visit one of the world’s most magnificent archaeological treasures, Abu Simbel at a nominal fee. We strongly recommend if you wish to see Abu Simbel that you reserve this optional tour in advance with AmaWaterways and no later than at final payment for your Egypt vacation.

Europe: High-speed Internet service is available free of charge as part of the in-stateroom "Entertainment-On-Demand." Additionally, AmaWaterways offers complimentary Wi-Fi throughout the ship.

Vietnam & Cambodia: Free Internet and Wi-Fi is available in the lounge with computer stations.

Africa Cruise & Land Safari: Free Wi-Fi is available but may be limited and sporadic during certain times of the day due to the ships isolated location.

Egypt: Complimentary Wi-Fi is available throughout the ship. Please note that at times while the ship is cruising in an isolated region of the Nile River, access may be sporadic.

Europe: Elevators are available on board all vessels reaching the two highest passenger decks, reception area and restaurant, but does not reach the lowest passenger deck or the Sun Deck. The AmaSiena, AmaLucia, AmaMora, AmaLea and AmaKristina feature an elevator that reaches all 3 passenger decks, but does not reach the Sun Deck. The AmaMagna features a pop-up elevator that can reach all decks, including the Sun Deck during select times.

Vietnam & Cambodia: The AmaDara does not feature elevators.

Africa: The Zambezi Queen cruising the Chobe River does not feature an elevator.

Egypt: The AmaDahlia features an elevator; deck information to be determined.

Europe: Official embarkation time is 3 p.m. for all ships. This allows the staff to prepare your stateroom and have the ship ready for the next departure. If you arrive earlier, you may check your luggage on board, and then explore the embarkation port city. Please refer to your travel documents for specific instructions on where to embark and your official embarkation time.

Vietnam & Cambodia: On Cruise Embarkation Day, passengers will proceed to the AmaDara via a transfer from one of the hotels listed below:

For embarkations scheduled for Tonle Sap Lake: Register at the AmaDara Check-In Desk located in the lobby of the Sofitel Angkor Hotel, Siem Reap, at 11:00 a.m. Passengers will then be transferred to the ship. Low Water Season: Your registration at Lobby of Sofitel Angkor Hotel, Siem Reap, will take place at 7:30 a.m. A motorcoach transfer to your ship will depart Sofitel Angkor Hotel at 8:15 a.m. this transfer will take approximately 5 hours with a stop en route at Kampong Thom and you will embark the ship at Prek Kdam, rather than the Tonle Sap Lake.

Africa Cruise & Land Safari: For information on transfers, hotel check-in and cruise embarkation on your African Cruise & Land Safari, please visit our Welcome Aboard Africa page.

Egypt: You can arrive in Cairo, Amman, and Dubai at any time on Day 1 of your journey. Transfers are included and will be available 24/7. It is essential we have your flight arrival information.

Europe: The ship's reception desk is open 24 hours a day. Should you need any assistance, please call from your stateroom by dialing 9, or pay them a visit.

Vietnam & Cambodia: The ship's reception desk is open from 6 a.m. to 12 a.m. Should you need any assistance, please call from your stateroom by dialing 9, or pay them a visit.

Africa: The Cruise Manager will be available at approximately 6:00am each morning until 10:00pm every night.

The official language on board is English on all ships. Most crew members speak fluent English. All announcements and lectures will be presented in English. All locals guides are fluent in English.

EUROPE

7-Night Cruise

Ship’s Crew: The entire amount will be divided equally amongst all crew members. Recommendation: 100 Euros per 7-night cruise, per guest. (AmaMagna 120 Euros per 7-night cruise, per guest)

Cruise Manager: Your Cruise Manager is not part of the ship’s crew and is the AmaWaterways representative who also accompanies you on any pre- and/or post-cruise hotel/land extensions you may have booked. Recommendation: 25 Euros per 7-night, per guest; 4 Euros for each additional day, per guest for pre- and post-cruise hotel/land extensions.

10-Night Cruise

Ship’s Crew: The entire amount will be divided equally amongst all crew members. Recommendation: 143 Euros per 10-night cruise, per guest.

Cruise Manager: Your Cruise Manager is not part of the ship’s crew and is the AmaWaterways representative who also accompanies you on any pre- and/or post-cruise hotel/land extensions you may have booked. Recommendation: 36 Euros per 10-night, per guest; 4 Euros for each additional day, per guest for pre- and post-cruise hotel/land extensions.

11-Night Cruise

Ship’s Crew: The entire amount will be divided equally amongst all crew members. Recommendation: 158 Euros per 11-night cruise, per guest.

Cruise Manager: Your Cruise Manager is not part of the ship’s crew and is the AmaWaterways representative who also accompanies you on any pre- and/or post-cruise hotel/land extensions you may have booked. Recommendation: 40 Euros per 11-night, per guest; 4 Euros for each additional day, per guest for pre- and post-cruise hotel/land extensions.

14-Night Cruise

Ship’s Crew: The entire amount will be divided equally amongst all crew members. Recommendation: 200 Euros per 14-night cruise, per guest.

Cruise Manager: Your Cruise Manager is not part of the ship’s crew and is the AmaWaterways representative who also accompanies you on any pre- and/or post-cruise hotel/land extensions you may have booked. Recommendation: 50 Euros per 14-night, per guest; 4 Euros for each additional day, per guest for pre- and post-cruise hotel/land extensions.

PORTUGAL

Ship’s Crew: The entire amount will be divided equally amongst all crew members. Recommendation: 100 Euros per week, per guest.

Cruise Manager: Your Cruise Manager is not part of the ship’s crew and is the AmaWaterways representative who also accompanies you on any pre- and/or post-cruise hotel/land extensions you may have booked. Recommendation: 30 Euros per week, per guest; 4 Euros for each additional day, per guest for pre- and post-cruise hotel/land extensions.

MEKONG

AFRICA

• Zambezi Queen Onboard Staff: To be divided evenly among all crew members US$15-20 per guest per day
• AmaWaterways Tour Guide: From Cape Town to Johannesburg US$5-10 per guest per day

Safari Lodge Stay

• Safari Ranger/Guide: US$10-20 per person per day
• Game Tracker (South Africa only): US$5 person per day
• Butler/Waiter at Lodges: US$5 person per day
• General Lodge Staff: US$10-20 person per day

Smoking is not permitted anywhere inside any of the ships. Smoking is only permitted on the Sun Deck. For the safety and comfort of all passengers on board, your cooperation in observing the no-smoking policy is greatly appreciated.

Europe: Stateroom and suite appointments include white-on-white plush bedding, cotton bathrobes and slippers, high-quality bath and body products, hair dryer, safe and water replenished daily. Suites include added enhancements, such as larger sitting areas and expansive bathrooms with both a shower and bathtub. Entertainment-On-Demand center in all staterooms and suites with complimentary high-speed internet access, movies, extensive music library and English-language TV stations.

Vietnam & Cambodia: Each stateroom is equipped with a hair dryer, bathrobes, slippers and a safe. Your bathroom offers toiletries including soaps, body wash, shampoo, conditioner and body lotion.

Africa Cruise & Land Safari: Suites on the Zambezi Queen include private balconies overlooking the Chobe River, en-suite bathrooms with Bao Body amenities, floor-to-ceiling glass windows for riverside views, sliding shutters for sun protection and privacy, private in-room safes and sliding mosquito net doors.

Egypt: Each stateroom provides bathrobes, slippers, a hair dryer, and spa quality toiletries including soap, body wash, shampoo, conditioner, and body lotions

The staterooms on all of our ships across all destinations include an in-room safe for your personal use.

Europe: AmaWaterways offers the industry's most comprehensive information and entertainment experience in Europe. Stay connected, thanks to the computer provided in your stateroom and high-speed Internet access, plus Wi-Fi. Our exclusive movie-on-demand system offers Hollywood's current releases and a selection of classic films. Enjoy a variety of English-language news, sports and satellite TV stations, as well as a large selection of music channels. It's all available on your flat-panel TV, and it's completely free of charge. Please note that television reception is via satellite, therefore depending on location, reception may be temporarily restricted or unclear.

Europe: Each stateroom has its own telephone, along with instructions for use. Phones may be used to call from stateroom to stateroom and ship to shore. Since the telephone system functions via GSM, there may be times, depending on location, when service is unavailable. Any charges for calls will be billed to your shipboard account. Please inquire at the reception desk for rates.

Vietnam & Cambodia: Each stateroom has its own telephone, which may be used to call within the ship.

Africa Cruise & Land Safaris: There are no phones in the staterooms.

Egypt: Each stateroom has a telephone that may be used to make calls within the ship

All staterooms in Europe, Africa, Vietnam and Cambodia are equipped with individual climate control. If you have any questions regarding your stateroom's temperature control, please refer to the instructions or check with the reception desk.

Electricity on board all ships is 220v, with 2-pin power outlets. You will need an adapter, and/or converter depending on which electrical appliances you bring with you.

Laundry services are available on board for a fee. Price lists are available in your stateroom. Please note that clothes cannot be dry cleaned on board.

Europe: There are no medical facilities on board. However medical services can easily be called from shore if required.

Vietnam & Cambodia: We do not employ doctors or nurses on board the AmaDara. In the event medical assistance is needed, appropriate medical facilities will be contacted. Note that response time can vary.

Africa Cruise & Land Safaris: We do not employ doctors or nurses on board the Zambezi Queen. In the event medical assistance is needed, appropriate medical facilities will be contacted. Note that response time can vary.

Egypt: We do not employ doctors or nurses on board our ships on the Nile River. As there is no doctor or nurse on board, in the event you need medical assistance, the closest medical facility will be contacted. Note that response time can vary.

Europe: Each of our ships in Europe (excluding Portugal) has a limited number of complimentary bicycles and helmets available for use when the ship is docked and can be signed out for independent use. Most sailings will also offer a choice of bicycle lead excursions with a tour guide and these can be reserved once you are on board. Bicycles are available in 3 different sizes: S, M, L.

We do not have bicycles available on our ships in Portugal, Vietnam & Cambodia, Africa or Egypt.

Use of the bicycles is at your own risk. Therefore, without limitation, AmaWaterways and all of its affiliates are not responsible for any injuries sustained during their use.

Europe: All meals on board the ships are included in the cruise price. Sparkling wine and juices at breakfast; beer, soft drinks and unlimited wines at lunch and dinner (new selections daily); a Sip & Sail cocktail hour with a selection of complimentary wine, beer and spirits; plus, gourmet coffee, tea and bottled water 24/7.

Vietnam & Cambodia: All meals on board the ships are included in the cruise price. Complimentary soft drinks, juices, house brand spirits, local beers, filtered coffee and tea are available during the cruise. Free flowing wine with every lunch and dinner on board. Imported wine and premium alcoholic beverages are available to purchase at an additional cost. Complimentary water is replenished daily.

Africa Cruise & Land Safaris: All meals on board the ships are included in the cruise price. Complimentary wine and beer are served with all lunch and dinners on board. Coffee and tea are available free of charge throughout the day and during meals from the bar. Premium alcoholic beverages as well as drinks outside of mealtimes are available at the bar for additional cost. Complimentary water is replenished daily.

Egypt: All meals on board are included in the cruise price. Complimentary fresh drinking water is available throughout the cruise and your room will be restocked each day. Coffee and teas are available free of charge any time of the day . At lunch and dinner, local wine and beer, soft drinks, bottled water and specialty coffees and teas are available on an unlimited and complimentary basis. In the evening, enjoy our "Sip & Sail" cocktail hour. Soft drinks and alcoholic beverages are also available outside of mealtimes for an additional charge.

Europe: All meals are skillfully prepared by European chefs and consist of Continental cuisine made with fresh, locally-sourced ingredients whenever possible. Breakfast is buffet-style with selections available from the menu as well. Lunch is also buffet-style with salads, soups and a selection of hot buffet items, hot entrees and desserts. Dinner is a multi-course meal with a choice of delicious entrees, including a vegetarian option.

Vietnam & Cambodia: All meals are prepared by local chefs and consist of Western cuisine as well as Vietnamese and Cambodian cuisine. Breakfast and lunch are served buffet style. Dinner is a multi-course meal with a selection of entrées.

Africa: All meals are prepared by local chefs and consist of Western cuisine as well as local cuisine. The mornings offer a full English breakfast and the afternoons offer a lavish gourmet lunch buffet. Dinner is a multi-course meal with a selection of entrées. Certain meals will be served on land.

Dietary Restrictions/Allergies: Please advise your Travel Agent or call us directly to advise if you have any dietary restrictions or allergies prior to embarkation so we are able to accommodate your request. Please note, though we can provide options to accommodate food allergies and sensitivities, we cannot guarantee there will not be any cross-contamination.

Please advise your Travel Agent or call us directly to advise if you have any dietary restrictions or allergies prior to embarkation. In most cases, we will do our best to accommodate special dietary requests and food allergies, but with one exception: Kosher. This diet has specific rules regarding food and its preparation and the shipboard environment does have limitations that prevent us from being able to adequately cater to this dietary need. Please note, though we can provide options to accommodate food allergies and sensitivities, we cannot guarantee there will not be any cross-contamination.

Europe: During shore excursions, we provide a sophisticated audio headset system that allows guests to comfortably listen to their tour guide while taking photos or admiring some of Europe's hidden gems.

Vietnam & Cambodia: During shore excursions, we provide a sophisticated audio headset system that allows guests to comfortably listen to their tour guide while taking photos or admiring the surroundings of Vietnam and Cambodia.

Our standard cancellation penalties remain in effect for our river cruises. For a limited time, we are extending our Travel Waiver Plus protection for sailings in 2023 and 2024. Please visit /flexibility

All guests under the age of 18 are to be in a stateroom with an adult and must remain supervised at all times; their safety is the responsibility of the accompanying adult(s). In the case where a triple or quad occupancy stateroom is not available or not selected, children under the age of 10 at the time of embarkation may share a stateroom with two adults only in circumstances where the child is able to share the bed with the adults – no additional bed will be provided. Please be aware that balcony staterooms of any kind may be unsafe for minors if left unsupervised. Children under the age of 5 are not recommended on any program.

On our Africa Safaris & Wildlife Cruise program, due to safety precautions, there is a minimum age limit of 12 years old, unless otherwise agreed upon by AmaWaterways. AmaWaterways does not provide child-specific programs or child-minding facilities.

Please reach out to us if you have any further questions regarding our child policy.

Europe: Wheelchair accessibility is very limited on our European ships. We do have an elevator between the two main decks; however, it does not reach the Sun Deck or Piano Deck. Guests would be able to move around the dining room and lounge in their chair; however, the staterooms are not able to accommodate a wheelchair, so while in their stateroom they would need to be able to move around on their own. Their chair would also need to be stored in their stateroom due to limited storage on board. Getting on and off the ship could be a challenge, as the planks are narrow and cannot accommodate a wheelchair or scooter's width. Guests would have to be able to get on and off the ship without their wheelchair and the wheelchair would have to be light enough to be lifted off and on the ramps. It is common to tie up to other river ships in port. When this happens we would sometimes need to travel through another ship to disembark, with many ships requiring we do so from the Sun Deck, where there is only stair access.

During the excursions, a good majority of the cities visited have cobblestone walkways. This may be a challenge to maneuver with a wheelchair. The motorcoaches we use as a main means of transport do not have any sort of lift and there are 4 or 5 steep steps to get on and off.

Vietnam, Cambodia, Africa and Egypt: These itineraries require a person to be able bodied. There are many unpaved roads and the ships do not have elevators.

We do not accept Traveler's Checks on board.

Europe: All onboard charges will be in Euros. Payable with cash (Euros) and credit card. Pre-paid charge cards are not accepted.

Vietnam & Cambodia: All onboard charges are in Vietnamese Dong. Payable in cash (USD or Vietnamese Dong) or with credit card. Pre-paid credit cards are not accepted.

Africa Cruise & Land Safaris: All onboard charges are in US Dollars. Payable in cash in the following currencies: US Dollar, Rand (South Africa), Pula (Botswana), Tanzanian Shilling (Tanzania) and credit card (Mastercard/Visa, not American Express). Pre-paid charge cards are not accepted. For credit card payments, the guest’s credit card company will convert their onboard charges into the guest’s home country’s currency at the current exchange rate and service fees may apply.

Egypt: All onboard charges are in EGP (Egyptian Pounds) and may be paid in cash or with Visa or Master Card (American Express is not accepted). Your credit card company will convert your onboard charges into your home country’s currency at the current exchange rate and service fees may apply. You can also request your credit card be charged in US$. Debit cards and pre-paid credit cards are not accepted.

If you have purchased Travel Protection with AmaWaterways, please log into the "My Cruise" section of our site. Once you log-in you will be able to access your state specific policy.

Our standard cancellation penalties remain in effect for our river cruises.

Please refer to our full Terms and Conditions in your Invoice Confirmation, our Brochure or on our website to review our cancellation policy.

/terms-conditions

/terms-conditions

This offer is only applicable to cruises affected by suspended operations and applies to guests currently reserved on the sailing at the time of suspension. Future Cruise Credit is equal to 115% of the value of the funds that AmaWaterways has received for all purchased services through AmaWaterways and may be applied to any sailings embarking through December 31, 2023 (or December 31, 2024 for FCC 115% issued in 2021). The 115% FCC is for all services purchased through AmaWaterways, including our Cruise Protection Plus. Any Travel Waiver Plus purchased will be refunded to the original form of payment. FCC 115% is transferrable with written confirmation provided by original FCC owner, and requires the full name of recipient.

For the safety and security of all guests on board and to ensure you have a seamless travel experience, we are now requiring details for all independent pre/post-cruise travel arrangements. At your earliest convenience, please log into our Your Cruise Check-in portal to update all required fields prior to departing for your trip.

Should there be a cancellation implemented by the carrier, any guests who have purchased air through AmaWaterways will be protected on alternative flights, whenever possible. Guests who have purchased their air independently should immediately contact their travel advisor or the airline regarding alternative arrangements. AmaWaterways is also available to assist in purchasing new air arrangements, based on availability.

Our Cruise Protection Plan is offered through Travel Guard and just like any travel protection, it provides guests with a monetary refund in the event they have to cancel their river cruise prior to departure for a covered reason. It is also very valuable once guests are traveling and need assistance in the event of an emergency. The Cruise Protection Plan is a custom-plan and includes Covid-19 coverage; contact Travel Guard for specific details. Our Travel Waiver Plus is offered to you through AmaWaterways and covers for any pre-cruise cancellation for any reason 31 days or more than the start of AmaWaterways purchased services. Guests would receive a Future Cruise Credit for the value of the penalties valid for two years from the date of cancellation. It is important to know that the Cruise Protection Plan is only available for US residents, but the Travel Waiver Plus is available currently to all our guests. Please contact our Reservations department for more details.