Frequently Asked Questions
Bookings & Payment
You can check seat availability for your preferred cruise and date by selecting ‘book now’ and entering your desired cruise date and number of passengers. The pricing may change once you enter a new date as prices are subject to availability and seasonality. If there is no availability, the booking page will alert you.
Our call center team will be happy to assist you with enquiries between 10am and 5pm Sydney time. Outside these times, we recommend email enquiries for faster responses.
Please provide accurate details regarding cruise date, number of guests and approximate budget whilst making an email enquiry from any of our websites or directly by email to firstname.lastname@example.org. Our team will contact you by your indicated preferred method of contact – email or phone.
Our lowest prices are only available online.
You can make a phone booking with a credit card with one of our cruise consultants.
Our team will provide you with a payment link to secure your booking. Once payment is processed you will receive a e-ticket confirmation and invoice via email.
GROUP BOOKINGS (ORGANISER PAYS)
For group bookings, our team will provide you with a quote. Once you are ready to make a booking, we will provide you with a payment link to secure your booking.
GROUP BOOKINGS (INDIVIDUALS PAY)
Groups wishing to pay separately, please contact our reservation team at helpaustraliancruisegroup.com.au to send you a group booking link to accommodate this. All bookings must be made under 1 booking name.
Gift vouchers are valid for 3 years from date of issue for the designated cruise. You can upgrade a gift voucher to another cruise by paying the difference.
GIFT VOUCHER REDEMPTION
Gift vouchers can be redeemed online or by email (email@example.com) or phone (02 8296 7296)
Please contact your agent. Regrettably we are not able to assist you with any agent booking transactions, including cancellations, transfers etc
All cancellation requests must sent via email to firstname.lastname@example.org. Please forward your e-ticket along with your cancellation request. We do not accept cancellations over the phone. Cancellation approval subject to relevant terms of service.
Bookings 1 -9 passengers minimum 72 hours notice.
Bookings 10 or more guests minimum 7 business days notice.
All cruise and/or date transfer requests must sent via email to email@example.com. Please forward your e-ticket along with your transfer request. We do not accept transfers over the phone. Transfer approval subject to relevant terms of service. Please allow 2 business days for transfer request processing.
Transfer fee applies. Your cruise consultant will advise the relevant transfer fee.
All refunds will be processed within 7 business days to original method of payment.
CREDIT CARD SURCHARGES
All credit card payments incur credit card surcharges. This varies between cards.
You can visit our ticketing office at King Street Wharf 5 and make a booking between 10 am and 4 pm, Monday to Saturday and pay cash for your bookings.
Direct debit / bank transfer payments are available for amounts over $1000. Whilst making a direct debit payment, please use your booking name and order number as a reference.
We offer some discounts for group bookings of 10 or more passengers on some of our regular cruises. Group discounts are not offered on special event cruises.
Group bookings can be made with a 20% deposit if booked over the phone or via email.
Balance of the amount of owing for the group booking is due 14 days prior to cruise.
Please refer to our terms of service for the most up to date cancellation policy. We currently offer free cancellations up to 72 hours prior to departure until November 30 2021.
10% seniors discounts are available during March – November on our regular lunch and dinner cruises.
Guest below 2 years cruise are free but are NOT allocated a seat. Infants not manifested on the booking will not be allowed to board. If you would like your infant to have a seat, you will need to book them under a child ticket.
Child price applies to all passengers 2 years or older. Child prices are not offered on all cruises and vary between cruises. Please check your desired cruise on our website for the most up to date child prices.
All guests above age of 2 must have a valid child ticket. The ticket includes an allocated seat and kids menu.
We do not guarantee pram space next to the dining tables. Pram are stowed in a separate area.
We do not offer highchairs onboard all our boats due to safety reasons.
Guests below 14 years are not permitted to cruise on Clearview.
All of our boats are fully air conditioned.
All boats have washrooms & restrooms accessible from inside the boat.
Dining saloons on all boats are fully enclosed.
CRUISE TIMINGS & INFO
Please refer to your e-ticket for your boarding time. Usually, 30 minutes before departure, unless otherwise specified on your e-ticket.
The time when the vessel leaves the wharf. We usually depart on time.
We do not delay departure for late commers. Late comers will not be refunded and will be deemed as a no-show.
All of our vessels operate within the main part of Sydney Harbour. Cruise routes can vary at the captain’s discretion.
All bookings will be allocated individual reserved tables, unless otherwise specified in your e-ticket.
Seating allocation is based on the Cruise Director’s discretion.
While it can be requested, we do not guarantee window seating, nor do we charge extra for the window seating. Window seating is usually allocated for smaller groups of up to 6 guests.
Generally, 8-10 guests are seated on one table for convenience. On Clearview, upon prior request we can seat up to 24 guests on one table subject to availability.
DINING TABLE WIDTH
We recommend minimal decorations on regular cruises as it will interfere with the space required for food & beverage services.
ENTERTAINMENT & TECH
DJs are only permitted on private charters and the exclusive private hire of the Art Decko level on the Showboat. DJs are not allowed on both Magistic & Clearview private levels.
AV can be used for private decks and charters only. We outsource all audio-visual hire and charge 15% service fee. Guest outsourced AV systems cannot be connected to the boat’s AV system.
Guests are encouraged to capture pictures and videos of their time onboard the cruise.
We do not offer WIFI on our boats for guests.
Phones will work inside the cruise, although reception can be bad in certain parts of the harbour. We request you restrict phone conversations to the outer decks to be respectful of your fellow passengers.
If making a group booking (not a charter or private deck), customers can decorate their table if they do not impede the view of other customers. 1 or 2 guests from the group will be permitted to board up to 45 min early to decorate the table.
Balloons cannot be attached to the boat. Please have free-standing balloons clusters. Please ensure balloons don’t disrupt other guests’ view. If the other guests’ views are interrupted, we will request you to remove the balloons.
On some dinner cruises, tealights are provided.
Gifts and presents are allowed. Please note that we reserve the right to inspect all packages prior to boarding for safety reasons. If alcohol is given as a gift, it is not permitted to be consumed while onboard.
Cakes are allowed on all of our cruises. No fee is charged for bringing a cake. The crew on board will assist you to store it when you board until you want to cut it. Guests are to request their cake 15-20 minutes prior to when they would like the cake brought out. No responsibility can be accepted for any damage to the cake if handed to our staff.
POLICIES & ACCESSIBILITY
Smoking is not allowed on any public scheduled & ticketed cruises. (Lunch cruises, Dinner cruises, Sightseeing and special event cruises)
We recommend comfortable shoes or footwear. We discourage stilettos and high heels. (Please refer to the terms and conditions in your e-ticket).
Varies between cruises. Please refer to e-ticket or the website.
All of our cruises will be operated as scheduled in all weather conditions, unless there is a direction from Marine regulatory authority preventing us from operating the cruises. In this instance, guests will be notified prior to the cruise.
Please make informed decisions as accessibility varies between boats. Our staff can provide you with photos of stairs and key access points on request.
Food & Beverages
We do not cater for individual specific dietary requirements. All of our cruises have vegetarian options which in most instances are gluten free. We cannot guarantee that certain products or ingredients will not be in our food and explicitly accept no liability in this regard. Please refer to your e-ticket for more details.
The cruise price does not include drinks unless specified in the inclusions. Drinks packages can be added to you cruise as an upgrade.
Available on request by email.
Bottomless beverage package inclusions varies between cruises, please refer to the cruise information under beverages. Beverage upgrades are 10% cheaper online. We strictly enforce NSW responsible service of alcohol guidelines.
RESPONSIBLE SERVICE OF ALCOHOL
Please refer to e-ticket and terms of services on footer link of the website.
COFFEE & TEA
We do not offer tea or coffee on any of our cruise unless specified in the inclusions.
We do not allow BYO drinks. You can purchase beverages from our fully licenced bar onboard or pre order a bottomless beverage package.
We strictly do not permit any BYO food on our cruises unless specified on your e-ticket.
We provide modern-Australian menu with some international flavour. We are not a Halal certified business. We offer alternate vegetarian options for most of the menu courses.
We do not allow split payments for beverages onboard. Only 1 bill will be issued per table.
Location & Parking
Most of our cruises depart from King street wharf. Please refer to your e-ticket for exact wharf & departure details.
The closest parking station is King street wharf parking on Shelley street. Please check carpark website for pricing and availability.
The closest train station is Wynyard station.
TAXI & UBER
Please mention ‘Malaya Restaurant’ on Lime street and walk down the steps to the wharf.
King street wharf is approximately 1.5 km from Circular quay.
Private Decks & Charters
Please fill out our online enquiry form or you can call us on (+612) 8296 7351 for the latest discounts on group bookings. We will tailor a package to suit your specific needs, budget, occasion and requirements.
NYE Fireworks Cruises
Special event cruises are generally more expensive as they are reflective of the penalty rates applicable to staff wages on all Australian public holidays.
All of our vessels have been designated an area in the exclusion zone for fireworks viewing for the past 20 years.