Luggage

A cruise is a completely different type of holiday. Boarding a ship is different from staying in a hotel, and therefore different rules apply with regard to luggage. We recommend that you do not underestimate the information below for a pleasant holiday. Valuable items, computers and cameras must not be placed in your main luggage. It is expressly forbidden to transport valuable items, jewellery, computers, cameras, or glass bottles in your main luggage. All luggage undergoes a security check.

Download: Travel luggage (pdf)

Plastová a skořepinová zavazadla

We would like to inform our clients that although plastic and hard-shell luggage is attractive, it is absolutely unsuitable for transport by coach, aeroplane, or when embarking and disembarking from a ship. During handling, such luggage slides on conveyor belts and trolleys and is commonly damaged, completely destroyed or lost.nbsp;If, despite these warnings, you intend to take plastic or hard-shell luggage with you, please note that you are doing so at your own risk.nbsp;Neither the travel agency nor the shipping company is liable for damage, partial destruction or destruction or loss of plastic or hard-shell luggage, including its contents.

Prohibited items

The port security service is obliged to check luggage and confiscate any items that are internationally recognised as dangerous to the safety of guests, crew and the ship. Such items will be confiscated and will not be returned:

• alcohol

• knives (of any kind)

• firearms

• irons

• sharp objects (blades, scissors, needles)

• flammable and explosive materials

• items with heating elements or open flames (e.g. clothes irons, kettles, cookers, candles, incense)

• drones

In the event of explosive materials, weapons or illegal drugs being found, the law enforcement authorities will be notified immediately. MSC Cruises will be forced to deny access to any guests who do not comply with these regulations. In the interests of health and safety, it is not possible to bring drinks or food (including partially eaten or home-cooked food) on board. The exception is dry, packaged and commercially produced food.

Food and beverages

With regard to hand luggage, it is prohibited to bring any food or beverages of any kind onto the ship. Beverages may be brought in limited quantities in your main luggage (max. 0.7 litres). However, the shipping company reserves the right to inspect all luggage and remove any undesirable items or substances. There is a strict ban on bringing food and beverages of any kind when returning to the ship during stops during the cruise. Food and beverages purchased outside the ship will be confiscated, and some companies, such as MSC, will store alcohol and other beverages purchased in ports and return them upon disembarkation.

Transport to the port by Riviera Tour bus

Passengers travelling on a coach tour may carry one piece of main luggage weighing up to 30 kg and one piece of hand luggage weighing up to 12 kg. During transport, luggage must be labelled inside and outside with basic identification information about the customer, including their address and telephone number. We recommend locking all luggage with a padlock.

Individual transport to the port

Passengers travelling to the port individually may have one piece of main luggage weighing up to 30 kg and two pieces of hand luggage weighing up to 12 kg when boarding. During transport, luggage must be labelled inside and outside with basic customer identification information, including address and telephone number. We recommend locking all luggage with a padlock.

Air transport

We strongly advise that, especially when travelling by air, you must comply with baggage weight and size limits. Airlines tend to be uncompromising, and any excess weight or size of baggage is subject to a charge, sometimes a very high one.

In the case of air transport, locks must comply with airline regulations. At most airports, including Prague, you will encounter a special type of inspection. TSA agents check every piece of luggage for explosives, weapons and similar items, and if they find anything suspicious, they have no choice but to open it. In the case of standard locks, this can result in a broken or cut lock, and sometimes even a destroyed suitcase. That is why it is more than advisable to take luggage with a special TSA lock on such trips, which inspectors can easily open and close again. If you would like to know more about this lock, click here.

Passengers may carry one piece of hand luggage and a laptop with a total weight of up to 12 kg when travelling on a tour. Weapons, knives and scissors are not permitted in hand luggage. Weapons, knives and scissors will be confiscated upon boarding.

Damage or loss of luggage

Passengers are obliged to take proper care of their luggage and look after it with due diligence to prevent its loss, mix-up or theft. In the event of damage to luggage (damage to the handle, wheel, strap, tear), a flat-rate compensation of up to CZK 800 per piece of luggage is provided. In the event of damage to luggage, a report must always be filed upon disembarkation at the port. Without this report, the claim for compensation for damaged luggage expires.

 In the event of lost luggage , a lump sum compensation of up to CZK 15,900 per piece of luggage is provided, but only if the loss was caused solely by the travel agency. In the event of loss of luggage during air transport or embarkation and disembarkation, the travel agency's liability for damage is excluded and the claim must be negotiated with the airline or shipping company. In the event of loss of luggage, a report must always be made upon disembarkation at the port or by the local police. Without this report, the claim for compensation for damaged luggage expires.

We would like to strongly advise our clients that sometimes, when disembarking, our clients' luggage gets mixed up. The fact that your black suitcase is marked with a red ribbon does not necessarily mean that it is yours!Thousands of other clients think the same way. Therefore, always check that you have your own luggage. Luggage mix-ups and late deliveries are always at the expense of the client who made the mix-up, and compensation can run into the thousands, or even tens of thousands for exotic cruises.

 We strongly advise clients to label their luggage and to collect it correctly at the port. When disembarking, always check carefully that it is your luggage and not another client's luggage that is similar to yours. Please note that in the event of luggage mix-ups, all further procedures are very complicated and costly, and the client is always responsible for the expenses. If such a situation arises and the client requests that the luggage be located and delivered, it is necessary to first pay a deposit of at least CZK 10,000 to the travel agency to cover the costs of transport, customs clearance and insurance of the luggage transported to the Czech Republic. The condition is, of course, that the incorrectly collected luggage is sent to the rightful recipient at their place of residence - again at the client's expense. The travel agency charges a one-time fee of CZK 2,100 for handling all administrative procedures.

Download: Claim form and compensation for damaged luggage (pdf)

Damage to luggage during transport

If your luggage is damaged during transport, you must report this immediately on the spot.

Damage to luggage during transport by bus or Riviera Tour transfer

If these services are provided by CK RIVIERA TOUR, it is responsible foryour luggage during transport by coach to and from the port or during transfers provided exclusively by CK RIVIERA TOUR. In such a case, contact the representative or coach or transfer driver immediately to make a complaint. In the event of damaged luggage, the representative or driver will issue you with a confirmation of damaged luggage and CK RIVIERA TOUR will compensate you for the damaged luggage in accordance with the CK's general terms and conditions.When travelling by coach or transfer, we recommend that you lock your luggage to prevent theft.

Damage to luggage during boarding

If you discover damage to your luggage during boarding, inform the reception desk or your cruise representative immediately. Your luggage will then be inspected and compensation or replacement will be provided by the cruise company directly on board the ship. Please note that luggage is visually inspected upon receipt and luggage that was damaged prior to boarding cannot be claimed. Please note that claims must be made immediately upon delivery of the luggage. Late complaints about luggage (several days after boarding) are not accepted.

Damage during disembarkation

When disembarking, pay close attention to your luggage. First and foremost, make sure that it is your luggage. If your luggage is damaged, you must report it directly at the check-in hall to the company's staff or representative, who will help you with the claim. Your luggage will then be inspected and the shipping company will compensate you or replace your luggage directly on the ship. Please note that luggage is visually inspected upon receipt and luggage that was already damaged before boarding cannot be claimed. Please note that complaints must be made immediately upon receipt of your luggage. Late complaints about luggage – after leaving the hall – are not permitted.

Damage during air transport

The airline (carrier) is responsible for your luggage during air transport. In the event of damage to your luggage, you must report this immediately at the airport during check-in. In every such hall, there is usually a counter marked "LOST LUGGAGE". Here you will present your damaged luggage and your luggage ticket, and compensation for damaged luggage is usually handled on the spot. If you are travelling with a representative, we will help you arrange this service. Our advice: Always request confirmation of damaged luggage directly at the airport. In this case, compensation for damaged luggage is provided by the airline.

Procedure for handling luggage complaints

1. Fill in this form: Claim for compensation for damaged luggage (pdf)

Download: Claim form for damaged luggage

Please send the completed and signed form by post to CK RIVIERA TOUR or by email to: [email protected]. Please attach a photograph of the damaged luggage, the complaint report from the shipping company or bus operator, and proof of purchase of the luggage to the form. Our staff will then contact you to agree on the next steps. If all documents are in order, we will pay compensation within a few days.

Regarding luggage complaints:

1/ If damage to luggage occurs during air transport, the air carrier is fully liable for the damage. In most cases, compensation is paid directly at the airport upon arrival, depending on the destination. We recommend that you report damaged luggage immediately upon arrival at the airport.

2/ If damage to luggage occurs during transfers to or from the airport provided by CK RIVIERA TOUR, CK RIVIERA TOUR shall be fully liable.

3/ If your luggage is damaged during embarkation and disembarkation or during the cruise, the shipping company, in your case MSC Cruises, is fully liable for the damage. In this case, therefore, MSC Cruises is liable.

When settling claims, we follow standard procedures in accordance with the shipping company's regulations, and because the claims process is often very lengthy, we also offer our clients the option of a more advantageous claims settlement:

1. Fixed compensation – after sending us your receipt or luggage document, we will compensate you immediately regardless of the outcome of the complaint procedure (maximum amount of CZK 800). The advantage is that you do not have to wait for anything or pay any fees. RIVIERA TOUR will send the financial compensation directly to your account within a few days.

2. Direct compensation – RIVIERA TOUR will send your complaint to the cruise company. The cruise company will assess the validity of the complaint and determine the amount of compensation. The compensation will be sent to your account by the cruise company MSC Cruises. You must provide: IBAN (for payments outside the Czech Republic)*BIC (SWIFT) – for payments outside the Czech Republic* (the disadvantage is the relatively long complaint procedure and, above all, the high bank fees for sending a payment from abroad to your account. The fee for incoming foreign payments to an account in CZK is sometimes so high that it is almost equal to the compensation itself).

3. Direct compensation – send your claim for compensation directly to MSC Cruises and continue to communicate and handle the luggage claim yourself.
   You can submit your claim to: MSC Crociere S.A., 12-14 Chemin Rieu, CH-1208 Geneva, Switzerland.

For all these proceedings, it is necessary to provide a complaint report issued by the shipping company, proof of purchase of the luggage or other document proving the price and date of purchase of the luggage, and a photograph of the damaged luggage.

Contents of luggage

Towels and bath towels

Accommodation on ships is governed by the same standards as accommodation in hotels. Towels are available to guests in all cabins. Sufficient towels are also available in the ship's wellness area, by the pools and in the gym. Bathrobes are only available in cabins with Fantastica services and above.

Appropriate clothing

Sportswear or other comfortable clothing and footwear are suitable for everyday life on board and shore excursions. If you plan to use the gym, be sure to pack appropriate clothing and, most importantly, a separate pair of trainers. During the cruise, you will also have the opportunity to participate in a variety of social events. For regular dinners in the main restaurant, adults should not wear jeans and T-shirts. We recommend trousers, a shirt and possibly a jacket for men, and dresses, suits or formal trousers and blouses for women.

Gala evenings are also planned for each cruise, for which formal attire is appropriate. Gentlemen are expected to wear a dark suit and tie, while ladies can dazzle in evening gowns. Those who do not enjoy formal evening entertainment are not required to participate in these activities. Dinner is also served simultaneously in other restaurants, where the main rule is the comfort of the guest. Recommendations for the upcoming evening can also be found in the ship's newspaper, which is delivered to your cabin every evening (the next day's edition) or can be accessed by scanning a special QR code at the ship's reception. As for footwear, we recommend low heels when walking on the outdoor decks.

During the cruise, there will be several gala dinners and themed evenings, which you should bear in mind when packing your wardrobe:

Captain's Evening

A formal evening, during which we recommend that all guests wear formal attire, such as jackets, long evening dresses, etc. This is the most formal evening of the cruise, during which you will meet the ship's captain.

White Party

Evening party, where we recommend evening wear in white.

Flower Party

We recommend clothing from the 60s and 70s, very colourful, bright, patterned, in short, "flower power".

Galavečer

Farewell evening, we recommend a jacket, trousers, tie, evening dress, which may also be shorter.