Frequently Asked Questions

You will find below a summary of frequently asked questions divided into various subjects. If your question is not among them please contact your travel agent. Or call us on +31(0) 26445 28 05 or send an e-mail to info@feenstrarijnlijn.nl.

How can I book a cruise?

If you have selected a trip you can make a booking in different ways. You can call us during office hours (Mon-Fri: 9:00 am - 5:30 pm and Sat: 9:30 am - 3:30 pm) on 0031-(0)26-445 2805. Or you can make the booking online on our website.

What information is requested when making a booking?

In accordance with the ANVR Traveller Terms you provide all information about yourself and the travellers you have registered that may be important for concluding or performing the agreement before concluding the travel agreement. You must also state the details of your own physical and mental condition and that of the travellers you have registered that may be important for the proper execution of the trip.

I booked online. How do I know if my trip has really been booked?

You will receive a confirmation email within a few minutes of booking. Here you can see what you have booked. Did you not receive an email? Take a look at your unwanted email, or contact us. You will receive the invoice by post a few days later. Do you prefer to receive your documents digitally? That is also possible, contact us about this and we will create a My Feenstra account for you.

Can I view the availability of all cruises on this website online?

Yes, the availability is displayed real-time (immediately). In the price table of the specific cruise you can see what the different colour accommodations mean.

What does on request / in option mean?

Accommodations that are on request / in option are not available in principle. In most cases these accommodations are fixed for groups or another travel organization. Do you want to book an accommodation on request / in option? Please contact us. We can work with you to see if there are still possibilities for this.

Is there a tight to withdrawal on an (online) booked trip?

The Dutch law that stipulates that consumers have a trial period of 14 working days makes an exception to travel and is therefore not applicable here.

The cruise that I want to book is full, what now?

If desired, you can be placed on a waiting list. This is entirely without obligation. If the trip and accommodation you want becomes available again, we will contact you. You can then decide to book the trip or to cancel it. We cannot guarantee that a waiting list will ultimately be approved.

Can I change a booked trip or cancel it (free of charge) ?

Change or cancel a trip? That is possible, the main booker can contact Feenstra Rhine Line by telephone. If your booking is made through the travel agency, you should contact your travel agency.

If you wish to report a change, we will try to honour your request to the extent that this is within our capacity. In some cases it may happen that a change fee of € 50,- is charged when communicating a change, see also the additional conditions of Feenstra Rhine Line.

Cancellations must be communicated at all times and are handled in accordance with the ANVR Traveller Terms §1, Article 9 and the additional conditions of Feenstra Rhine line. Cancellations outside office hours will be processed on the next working day. It is not possible to cancel a booked trip free of charge.

See also the ANVR Traveller Terms and the additional terms and conditions of Feenstra Rhine Line.
https://www.anvr.nl/DownloadItem/TravellerTerms_2020.pdf https://feenstrarhineline.com/aanvullende-voorwaarden-van-feenstra-rijn-lijn/

Which insurance do I have to take out for my trip?

Take the certainty for the uncertainty and take out good travel and cancellation insurance in advance.

What does my accommodation look like?

The cabins on board often have the facilities, but not always the size of a hotel room. On the ship information page you will find a brief description of the ships. It would be going too far to accurately describe all cabins per ship and per deck. But when you book an accommodation, you can always ask for additional information. This way you come on board with the right expectations.

I have a special wish. Where can I report that?

You can divide special wishes into preferences and essences. Preferences are simple wishes that are made known when booking. If possible we try to comply with this, but you cannot derive any rights from this. This is different with essences. Then your wish is so essential that the travel agreement will only be concluded by us if it is certain that this wish can also be met.

I have a diet and / or meal preference. Can the cook take this into account?

Would you rather eat salt-free, low-fat, fat-free, sugar-free or vegetarian food? Then state this wish when booking. If you want or need to follow a diet, submit your diet list in advance. The costs for a diet or meal preference are € 4 per person per day . You pay for this on board at the end of the voyage. Feenstra Rhine Line cannot accept responsibility for the implementation, quality and response to your dietary requirements.

Are there facilities for the disabled on board?

Unfortunately, ships are often not well equipped for the disabled and the staff is also not trained for medical services. Strict safety regulations apply on board. Emergency procedures must be carried out quickly and correctly. As a result, we reserve the right to exclude travellers from (further) participation in the trip if a disability appears to be an obstacle to their implementation. Often ships are not well equipped for the disabled and the staff is also not trained for medical services. For groups of disabled persons (only under adequate supervision) you must always contact us in advance.

Can I take my walker or wheelchair with me during the trip?

For use ashore only
The safety of our passengers on board is paramount to us. Even if you are less mobile, we must be able to guarantee your safety. That is why, unfortunately, we must limit the inclusion of aids such as walking frames, walkers and wheelchairs. Therefore state this immediately when booking. You must request to bring your own walker or wheelchair and this is only permitted in very limited quantities. You need written permission for this. The walking frame, walker or wheelchair must be foldable.

For the sake of clarity: the use of a walker or wheelchair on board is not permitted. You must therefore be able to move on board without these aids. On shore you can of course use a walker / wheelchair. These can also be rented from us for € 5. You can then use it the entire trip, ashore. You must also state this when booking.

What does 'full service on board' mean exactly?

The mentioned passage prices are based on full service on board. This means not only the regular meals, but also a regular cup of coffee or tea, sometimes accompanied by some refreshments. Would you like to know more about the meals? Then look on the page of the ship you are traveling with. With every trip a stylish Captain's or Farewell's Dinner is served. A special evening on which you will be pampered even more, including a delicious glass of wine, offered by your captain. Regardless of which cruise you choose, you will not lack anything on board.

What exactly is included in the trip?

Included in the passage price:
Transport by ship according to the travel program
The cost of the accommodation
The cost of all meals
Coffee / tea at the usual times
Taxes and other taxes on the stay

Not included in the passage price :
Cost of border documents
Additional costs for diet meals
Personal expenses
Bus transportation Antwerp
Taxi Service Direct (only if you live in the Netherlands, except the Wadden)
Travel, accident and luggage insurance
Cancellation insurance
Calamity Fund contribution
Excursions, unless otherwise stated
Embark earlier in the evening
Change costs of € 50.00
Possible fuel surcharge

Are the mentioned prices per person?

Yes, the prices are per person and based on full occupancy of the accommodation .

Do I have to pay reservation costs ?

Feenstra Rhine Line does not charge any reservation or administration costs. When you book through a travel agency, the travel agency can charge you for these costs.

One person in a two-person cabin or two people in a three-person cabin, is that possible?

Do you want to stay in a cabin alone, but there is no single cabin available? Depending on the ship and deck type , it is possible to reserve a 2-person cabin against a surcharge of 30% to 50% of the vacant space. Two persons who book a 3-person cabin pay 35% of the unoccupied space per person.

How can I pay for the trip?

When booking travel online and you can choose to post (to) pay , or online payment (on). With online payments you can pay via iDEAL (only in The Netherlands), credit card (Visa and MasterCard ) and Bancontact (only from Belgium). If you have chosen to pay afterwards, after receiving the invoice you can transfer the payment to us yourself.

When should I pay?

We require a deposit of 15% of the travel sum plus the costs of any insurance policies taken out. If you book more than 6 weeks before departure, you must pay us immediately after receiving the invoice. The remaining amount must be received by us no later than six weeks before departure. You will not receive a new invoice for this. You must pay the full travel sum in one go if you book a cruise within six weeks of departure. You can find the amounts to be paid on your invoice.

There are various ways of travelling to the ship.

Taxi Direct Service

In cooperation with De Jong Intra we offer you the possibility to use the Taxi Direct Service in the Netherlands. You can travel comfortably from your home to the ship and vice versa.

Let your holiday begin at your own front door with this taxi service. Never again depend on family or friends to take you away, no expensive parking places, no lugging suitcases, or long walks to the ship from the station. Just get in and out at home and go directly to the gangway by car or taxi (wheelchair) bus. Taxi transport is carried out with a fleet of cars that consists of cars and taxi (wheelchair) buses *. You travel to your ship with a maximum of 8 people. Depending on routes and schedules, journeys can be combined, but the maximum detour time will never exceed 1 to 1.5 hours. (excluding any delays on the way.)

* Due to capacity problems, it may happen that your transfer is carried out by a taxi bus that is also suitable for wheelchair transport. The configuration of the seats in these buses can differ from a normal bus. We have no influence on the planning of the routes to be driven or the type of car used.

How does it work?
Arranging taxi transport is very easy. During the making of your reservation you can indicate up to 14 days departure if you want to use this service and we will do the rest. You can choose to book the taxi service on the day of departure of the cruise or the night before if you have booked the night before. A few days before your holiday starts, you will receive the exact pick-up time and you will be picked up at the agreed time on the day of departure. You can book this taxi service for all addresses throughout the Netherlands (except for the Wadden Islands). This service does not depend on a minimum number of people. The costs for this taxi service are € 115 per person per return.

Transport from Belgium (Antwerp)

Guests from Belgium can book bus transport to and from Antwerp (Berchem). This is possible on most journeys. You can book this transfer for € 95 per person. For journeys whose departure is in the morning, you will be picked up the day before departure at 6 p.m. If the embarkation of the trip is in the afternoon, we will pick you up on the day of departure.

Public transport

Of course it is also possible to come to Arnhem by public transport. We advise you to take a taxi from the station to the quay. There are enough taxis at Arnhem Central Station to take you to the quay. Do you want to go on foot? Depending on the berthing place you can walk to the ship in about 30 to 45 minutes.

Own transport

In the Rozet car park on Langstraat 10 in Arnhem, it is possible to park your car for approximately € 15.20 per day during the cruise. Opening hours: drive in: Sunday / Thursday 06.30 - 23.30 pm, Fridays and Saturdays, 6:30 a.m. to 1:00 pm. Exiting: 24 hours a day, 7 days a week.

I'm being seen off

Many of our passengers are waved off by friends and family. Great! They are welcome on board for a cup of coffee. We would like to ask you to limit the no. of people who come to see you off to a maximum off two as we have limited space on board. We hope you understand. We would like to ask those who see you off (or pick you up) to park their car in the designated parking spaces and not for the ship, in order to keep the road clear for other traffic.

Hotel

For journeys where the ship does not depart from Arnhem, we can reserve a room in a hotel for you . The hotel stay is based on availability and the costs are on request. The costs must be paid to the hotel.

When will I receive my travel documents?

After paying the total travel sum you will receive your travel documents approximately 8 days before departure. These are all sent to the lead booker. Have you not received any travel documents 5 days before departure ? Please contact us.

When should I embark ?

Your travel documents state when we will welcome you on board and where the ship is moored. On part of our sailings it is possible to embark the night before departure, you are then welcome on board after 8 p.m. For the extra night including breakfast we charge € 40,- per person including breakfast.

How much luggage can I take?

On board the ships there is no weight limit for your luggage. If you travel by coach to the ship or use the taxi service, you may take 1 suitcase (max. 20 kg) and 1 carry-on bag per person.

What happens if there are too few registrations for a cruise?

A journey will only take place if the minimum number of participants has been reached. This number can be found in the table below and is also stated in the brochure in the price column of the cruise in question. If a cruise is cancelled, you will receive a message from us:
- travel up to and including 5 days: no later than 7 days before departure
- travel from 6 days: at least 20 days before departure

Ship

Minimum participants

Salvinia

75

Rembrandt van Rijn

75

Azolla

55

Statendam

100

Poseidon

65

Horizon

65

Calypso

60

Antonio Bellucci

85

Which number can I leave with my family in case of an emergency?

During the sailing season our office is also available outside office hours for urgent cases via telephone number: (026) 445 28 05. It is advisable to leave this telephone number with your family members and / or acquaintances.

How does that work, a river cruise?

Without having to pack your bags, travel from one interesting place to another. Sounds ideal right? A cruise ship is actually a floating hotel. During your trip we will inform you about the places we visit and what you can do there. You eat and drink comfortably on board. The crew will do everything to make your stay on board as pleasant as possible. They always take your wishes into account as much as possible.

Can the sailing schedule change during the trip?

If there are good reasons, Feenstra Rhine Line, the ship's captain or his deputy, may decide to change the sailing schedule.

Can I smoke on board?

For all voyages, a general smoking ban applies within the ship. Smoking on (parts of) the sun deck is still allowed.

Do I need a passport on board?

For all journeys with a foreign destination, including Dutch journeys in which we visit foreign places, you need a valid travel document! Ask your municipality town hall for more information. But take note: a new passport or identity card has at least a week delivery time!

If you do not have Dutch nationality, it is advisable to ask your local authorities about the documents you need to make the journey.

How can I pay on board?

This differs per ship. You can find information about this on the relevant ship pages. On board you can pay in any case with cash and often with a debit card or credit card ( MasterCard and Visa). On a number of ships you can use a type of card to which all your expenses are credited. At the end of the voyage you can pay the total of the expenses on board these ships in cash, by debit card or by credit card. There is no possibility to withdraw money on board by debit card. Excursions that in many cases have to be paid in cash. You can be informed about this when booking.

Do we have to walk far when do ashore?

During the trip we try to moor as close as possible to the centre. However, this depends on the berth that the harbour master assigns the ship. In some cases, if you are less mobile, you will have to go to the centre by taxi or public transport.

Is there entertainment on board?

A river cruise is an adventure in itself. And the good thing is: you are not obliged to do anything and you can go your own way. There is a casual atmosphere and everything is organized. An evening of bingo, karaoke, or a quiz, just to mention something. On the farewell evening there is often live music and on longer journeys there is often a musician on board for a pleasant dance evening. During the Easter and theme cruises, there is even live music throughout the trip! There is also live music on the entire cruise on all Rembrandt van Rijn cruises.

Can I do sports on board?

On most ships you can use the fitness equipment on the sundeck. There is a sauna and whirlpool on Antonio Bellucci and Salvinia. The Azolla and the Statendam have a small outdoor swimming pool on the sun deck.

Are excursions organized during the trip?

Very interesting cities often arise along the rivers, certainly in Europe. And those are of course worth a visit. That is why we offer various bus excursions along the way for a wonderful view of the beautiful nature and the sights. A city walk with a guide or a visit to a local wine cellar is also regularly organized. You can register on board, but the excursions will only take place if there is enough interest. Certain excursions such as bus tours and cruises also have a maximum number of participants, so make sure you book on time. Due to delays or other organizational reasons, it can sometimes happen that an excursion is changed or cancelled. On 4-day cruises, Christmas markets-, Christmas-, and New Year cruises it may happen that no excursions are organized.

Can a delay occur during the trip?

During the cruise we sometimes pass locks or bridges. In some cases, waiting time may arise at the lock, which causes the sailing schedule to be delayed and we arrive at our destination later. This allows planned excursions and/or visiting times to change.

Can we pass all bridges en route without any problems?

A few bridges are so low that we have to lower everything onto the sun deck, and the sun deck cannot be used temporarily for safety reasons.

Is there Wi-Fi a on board?

On all Feenstra ships you can use the Wi-Fi network for free or for a fee. It differs per ship in which country / area this can be received. The Wi-Fi signal can be lost in mountainous areas and in locks. This can vary from a few hours to sometimes an entire day.

Are pets allowed on board?

It is not permitted to bring pets on board.

I use medication. What do I have to take into account?

It often happens abroad that misunderstandings arise about the delivery of the correct medication. We therefore recommend that you bring your medicine passport so that every doctor or pharmacist understands which medication is involved.

Medical assistance and emergency numbers

Various crew members are trained in medical emergencies, but not as nurses. In the event of an emergency or an accident, the emergency services in the relevant country will of course be contacted.

If you have very specific wishes, or are traveling alone, it is advisable to make a pre-booking.

Can I already register for a trip for next season?

That is possible. From the moment our new brochure appears, you can make a non-binding pre-booking for the following year. In other words; The brochure for 2020 was published in mid-September 2019. From that moment on, it is possible to make a pre-booking before departure 2021. You do this based on the 2020 program.

How does that work, a pre-booking?

Pre-booking is free of obligation, both for you and for us. You make a pre-booking based on the current brochure. You specify for which ship and destination you want to make a pre-booking and in which period. In addition, you specify for how many people you want to book and what the desired deck and accommodation type is. Your pre- booking is then archived on the date of arrival. As soon as we have a provisional sailing program for the new year, we will try to arrange all pre-bookings in accordance with your wishes. If we cannot fully meet your wishes, we will look for the most suitable alternative.

Where can I make a pre-booking?

You can pass on a pre-booking by telephone to Feenstra. You can email us, or you can fill in a pre-booking form on board during your cruise.

Lost and found

Forgot something on board? Lost property is handed over to the Feenstra Rhine Line office in Arnhem. You can contact us during opening hours. We will then check for you whether the object you have forgotten has been found.
Lost property is stored for 6 months, after which it is destroyed.

How does Feenstra handle my data?

In our Privacy statement you can read how we handle your data.
https://feenstrarhineline.com/privacyverklaring/

When will the new brochure appear?

The annual brochure of Feenstra Rhine Line will be published in mid-September. The preliminary sailing program can often be found on our website from June / July.

By telephone

For travel information or a new / existing reservation: 026-445 2805
Monday - Friday: 9 a.m. - 5:30 p.m.
Saturday: 9.30 am - 3.30 pm
(excluding statutory holidays)

Of course you can also e-mail any questions you may have. Our email address is info@feenstrarijnlijn.nl

Contact in case of an emergency outside office hours

If you have an emergency outside office hours, you can reach us at 026-445 2805. You can then be connected to our emergency centre.

Response / complaint

Do you want to communicate something about a cruise you made, or do you have a complaint? You can submit this by sending an email to info@feenstrarijnlijn.nl or write a letter and send it to:

Feenstra Rijn Lijn B.V.
Rijnkade 12
6811 HA ARNHEM
The Neterlands