Help & Support

This section is created so you can have question and answers to some common queries about our product or service.

THAILAND FAQ’S and TRIP INFORMATION

Number of Dives/Site selection: We plan a minimum of 22 dives for the Andaman Safari  subject to weather and security issues – 14 dives in the Similans Islands/Koh Bon, Koh Tachai and Richelieu Rock areas and 8 around Hin Daeng/Hin Muang/Koh Haa and the Phi Phi Islands. Dive site selection detailed in the published itinerary is subject to change by the Captain or Cruise Director without prior notice. There are numerous fantastic sites and our objective is to take you to the best of the best !

What diver certification level is needed for diving in the Similans and Hin Daeng ? :

Everyone is welcome on board, no matter what level your certification. Dive groups and site selection will be chosen to meet your safety, comfort and diving ability – and is subject to the discretion of the Cruise Director.

Dive Guides and Diver Safety: Our experienced dive crew would be delighted to assist you. Divers are welcome to dive with their buddy on sites deemed suitable by the Cruise Director. For diver safety the use of individual dive computers is mandatory for all divers. Nitrox fills and courses are available on board to enhance your diving safety. Please allow 24 hours between last dive and flying. Guests are requested to show diving certification cards on checking in and are strongly recommended to have valid dive insurance (Padi, Dan or equivalent).

Departure and Arrival Times: Guests are required to arrive in Phuket no later than 18:00 hours which allows us to make our planned 19:30 departure from Patong, Phuket. Final cruise departure time is subject to guest arrival times. Please liaise with Mermaid Liveaboards if your flight times cannot fit this schedule and we will do our best to accommodate.

Transfers: Transfers from/to the airport or hotels anywhere on Phuket Island are free of charge. Guests arriving in Phuket on departure day will be transferred to Royal Phawadee Village just next door to Mermaid’s office. Relax by the pool or on the beach, have a massage, enjoy lunch in one of the delicious restaurants or go sightseeing till cruise check in time at 18:00 hours at Reception.

At 18:00 hours everyone meets at Royal Phawadee Village for cruise check in while luggage is transferred to the boat. A delicious Thai Buffet is served and at approximately 19:30 hours guests are transferred to Mermaid I.

Pick up times :

Start at 17:00 hours –  Chalong, Rawai, Nai Hairn, Phuket Town, Bang Tao, Nai Yang,

Start at 17:30 hours –  Kata, Karon, Kamala, Surin, Kathu

Start at 18:00 hours –  Patong

Water Temperature and Wetsuit recommendations:

Water temperatures are a very comfortable 27-30 degrees  – a 3-5 mm shorty is fine with many guests bringing their own 3-5mm long. Burma Safari – please consider 5mm long wetsuits

Equipment on board: Full rental equipment is available including a good range of long wetsuits and open heel fins. Please advise your rental equipment needs including sizes when you book. MV Mermaid I carries mostly 12 litre steel tanks with a few 15 litre steel/aluminium tanks available. Tank valves are international and some DIN adapters are available on board. Any dive equipment failure or loss will require you to rent a replacement from Mermaid Liveaboards at our published rates. If Mermaid Liveaboard equipment is lost/damaged, full replacement cost will be charged at the discretion of the Cruise Director. Published equipment prices are available on board.

Camera Stations : There is a large camera table on the dive deck with several rinse containers catering for small to super large camera/video setups. There are several power points in every cabin plus throughout the saloon and dining  area for charging. The saloon has an electrical outlets for your laptops too. Usually our dive crew will have a laptop available in case you experience any problems with yours. As possible, we also offer a DVD burning service in case you cannot bring your laptop with you.

Electrical current and plugs : 220 volts is standard throughout the boat. 110v adapters are available. Please ask the Tour Leader on boarding if you are not sure what to use.We have a few adapters on board.  The cabins can handle both the following plug types :-

Meals: Our Thai cook is excellent, preparing a variety of Thai and Western dishes. Please advise any special meal requirements on the guest information form.

Luggage and what should I bring : Please make sure all your luggage is clearly name tagged. All luggage may be taken on board. If you have large bags you do not need on the trip, please arrange to leave at your hotel or we can store it at Mermaid’s office. Please bring your passport, diver certification card and insurance details. For Burma remember you must bring 4 x passport photos and a photocopy of the picture page of your passport and fees in US dollars – new unmarked notes only post year 2000. Other items you may need on board are bathing suits, shorts, t-shirts, sunscreen and a light weight jacket or sweater.

Can I be contacted while on board : Both our vessels are equipped with state of the art satellite phone systems. The numbers are Mermaid I – IDD code <870> + 764 853 149 and for Mermaid II IDD code < 870> + 765 045 764

Guests can keep in touch with the families and loved ones at many points throughout their cruises via mobile phone and the Tour Leader will advise when signal is available. For added security, please note the satellite number and share with families and friends as the phone is on 24/7. Incoming calls and outgoing calls are available for a nominal fee of euros 2 per minute. If there is any difficulty getting through, please don’t hesitate to call our Hotline Numbers Thailand +66 8727 48348  – Indonesia +62 81 337 778 077 and we will assist you

Insurance : You need 2 types of insurance when planning your dive holiday  :–

1)  Diving insurance is strongly recommended due to the high cost for you should you have a diving accident and require hospitalization and/or hyperbaric chamber care. Please contact www.diversalertnetwork.org to check which Dan area can cover you. Click on About Dan for links to all the Dan organizations around the world.

2) General travel/cancellation insurance. There are several companies around the world that can assist and we suggest you look at www.worldnomads.com for reliable and professional service recommended by The Lonely Planet. If you are unable to make your dive trip and the date has past our cancellation terms and conditions we are very sorry but regardless of the circumstances we cannot refund or transfer to another date.

Medical Assistance : Mermaid I cruises to remote areas however we are prepared to handle most accident or medical emergencies. Mermaid’s management team is available 24 hours a day via our satellite communications to expedite tried and tested emergency evacuation plans to the nearest recompression chamber and/or modern hospital in Phuket. Our dive crews are first aid trained and we have an extensive first aid kit on board plus loads of emergency oxygen. Please bring any of your own medications that you may need. You can help as well by making sure you are in good condition for diving – prevention is always better than the cure. Please remember to dive safely and to make sure your Dan or other dive insurance is up to date.

Currency: On board payments are accepted in Thai Baht, US dollars and Euros. Credit card is also accepted for all payments including crew gratuities. Credit card payments incur a 3% fee. We suggest you also have some Thai baht for souvenir shopping on Similans Island no. 4 and on Phi Phi Island. There are several currency exchange services and ATM machines at the airport, near Mermaid Liveaboard’s office and near Royal Phawadee Village in Patong, Phuket.

Crew Tips/Gratutity: Our Boat and Dive Crews will try very hard to deliver a high level of service, safety and professionalism tempered with lots of fun to optimize your holiday. Many of our guests use 5-10% of the cruise price as a tipping guideline. Tipping is voluntary and most appreciated !

I want to dive around Phuket as well : Contact your agent or Mermaid Liveaboards for special Liveaboard + Phuket diving/accommodation packages. Detail how many days you would like and we can recommend a package to suit.

Children’s Policy: Diving child 10 years or older – pays full diver price. Non diving child 12 years or older – pays full non diver rate.Child 12 years or under  – non diving – pays 50% of diver rate if shares with 2 parents/guardians Child 12 years and under – non diving – pays full non diver rate if sharing with only 1 parent/guardian. Parents/guardians must be with the child at all times. If both parents want to dive and the child remains on board, we can hire an additional dive crew  – at euros 30 per day x total number of cruise diving days – at the parent’s cost to supervise the child’s activities while the parents/guardians are in the water. Please note we require a minimum of 4 week’s notice to arrange this service.

BURMA SAFARI FAQ’S and TRIP INFORMATION

Number of Dives/Site selection: We plan a minimum of 30 dives subject to weather conditions and security/safety issues. Dive site selection detailed in the published itinerary is subject to change by the Captain or Cruise Director without prior notice. There are numerous fantastic sites and our objective is to take you to the best of the best !  Weather and security allowing we dive  Tower Rock, Black Rock, Shark Cave, Fan Forest Pinnacle, Western Rockies in Burma and Similans, Koh Bon, Koh Tachai, Richelieu Rock to name but a few

What diver certification level is needed for diving in Burma and Thailand ? :

Everyone is welcome on board, no matter what level your certification. Dive groups and site selection will be chosen to meet your safety, comfort and diving ability – and is subject to the discretion of the Cruise Director.

Dive Guides and Diver Safety: Our experienced dive crew would be delighted to assist you. Divers are welcome to dive with their buddy on sites deemed suitable by the Cruise Director. For diver safety the use of individual dive computers is mandatory for all divers. Nitrox fills and courses are available on board to enhance your diving safety. Please allow 24 hours between last dive and flying. Guests are requested to show diving certification cards on checking in and are strongly recommended to have valid dive insurance (Padi, Dan or equivalent).

Departure and Arrival Times: Guests are required to arrive in Phuket no later than 18:00 hours which allows us to make our planned 19:30 departure from Patong, Phuket. Final cruise departure time is subject to guest arrival times. Please liaise with Mermaid Liveaboards if your flight times cannot fit this schedule and we will do our best to accommodate.

Transfers: Transfers from/to the airport or hotels anywhere on Phuket Island are free of charge. Guests arriving in Phuket on departure day will be transferred to Royal Phawadee Village to drop off their luggage. Relax by the pool or on the beach, have a massage, enjoy lunch in one of the delicious restaurants or go sightseeing till cruise check in time at 18:00 hours at Reception.

At 18:00 hours everyone meets at Royal Phawadee Village for cruise check in while luggage is transferred to the boat. A delicious Thai Buffet is served and at approximately 19:30 hours guests are transferred to Mermaid I.

Pick up times :

Start at 17:00 hours –  Chalong, Rawai, Nai Hairn, Phuket Town, Bang Tao, Nai Yang,

Start at 17:30 hours –  Kata, Karon, Kamala, Surin, Kathu

Start at 18:00 hours –  Patong

Water Temperature and Wetsuit recommendations:

Water temperatures are a very comfortable 27-30 degrees  – a 3-5 mm shorty is fine with many guests bringing their own 3-5mm long.

Equipment on board: Full rental equipment is available including a good range of long wetsuits and a few open heel fins. Please advise your rental equipment needs including sizes when you book. MV Mermaid I carries mostly 12 litre steel tanks with a few 15 litre steel/aluminium tanks available. Tank valves are international and some DIN adapters are available on board. Any dive equipment failure or loss will require you to rent a replacement from Mermaid Liveaboards at our published rates. If Mermaid Liveaboard equipment is lost/damaged, full replacement cost will be charged at the discretion of the Cruise Director. Published equipment prices are available on board.

Camera Stations : There is a large camera table on the dive deck with several rinse containers catering for small to super large camera/video setups. There are several power points in every cabin plus throughout the saloon area for charging. Each table in the saloon has an electrical outlet for your laptops. Usually our dive crew will have a laptop available in case you experience any problems with yours. As possible, we also offer a DVD burning service in case you cannot bring your laptop with you.

Electrical current and plugs : 220 volts is standard throughout the boat. 110v adapters are available. Please ask the Tour Leader on boarding if you are not sure what to use.We have a few adapters on board.  The cabins can handle both the following plug types :-

Meals: Our Thai cook is excellent, preparing a variety of Thai and Western dishes. Please advise any special meal requirements on the guest information form.

Luggage and what should I bring : Please make sure all your luggage is clearly name tagged. All luggage may be taken on board. If you have large bags you do not need on the trip, please arrange to leave at your hotel or we can store it at Mermaid’s office. Please bring your passport, diver certification card and insurance details. For Burma remember you must bring 4 x passport photos and a photocopy of the picture page of your passport and fees in US dollars. Other items you may need on board are bathing suits, shorts, t-shirts, sunscreen and a light weight jacket or sweater.

Can I be contacted while on board : Both our vessels are equipped with state of the art satellite phone systems. The numbers are Mermaid I – IDD code <870> + 764 853 149 and for Mermaid II IDD code < 870> + 765 045 764

Guests can keep in touch with the families and loved ones at many points throughout their cruises via mobile phone and the Tour Leader will advise when signal is available. For added security, please note the satellite number and share with families and friends as the phone is on 24/7. Incoming calls and outgoing calls are available for a nominal fee of euros 2 per minute. If there is any difficulty getting through, please don’t hesitate to call our Hotline Numbers Thailand +66 8727 48348  – Indonesia +62 81 337 778 077 and we will assist you

Insurance : You need 2 types of insurance when planning your dive holiday  – 1)  Diving insurance is strongly recommended due to the high cost for you should you have a diving accident and require hospitalization and/or hyperbaric chamber care. Please contact www.diversalertnetwork.org to check which Dan area can cover you. Click on About Dan for links to all the Dan organizations around the world.

2) General travel/cancellation insurance. There are several companies around the world that can assist and we suggest you look at www.worldnomads.com for reliable and professional service recommended by The Lonely Planet. If you are unable to make your dive trip and the date has past our cancellation terms and conditions we are very sorry but regardless of the circumstances we cannot refund or transfer to another date.

Medical Assistance : Mermaid I cruises to remote areas however we are prepared to handle most accident or medical emergencies. Mermaid’s management team is available 24 hours a day via our satellite communications to expedite tried and tested emergency evacuation plans to the nearest recompression chamber and/or modern hospital in Phuket. Our dive crews are first aid trained and we have an extensive first aid kit on board plus loads of emergency oxygen. Please bring any of your own medications that you may need. You can help as well by making sure you are in good condition for diving – prevention is always better than the cure. Please remember to dive safely and to make sure your Dan or other dive insurance is up to date.

Currency: On board payments are accepted in Thai Baht, US dollars and Euros. Credit card payment is available excluding crew gratuities. Credit card payment incurs a 3% fee.  We suggest you also have some Thai baht for souvenir shopping in Kaw Thaung. There are several currency exchange services and ATM machines at the airport, near Mermaid Liveaboard’s office and near Royal Phawadee Village in Patong, Phuket.

Crew Tips/Gratutity: Our Boat and Dive Crews will try very hard to deliver a high level of service, safety and professionalism tempered with lots of fun to optimize your holiday. Many of our guests use 5 – 10% of the cruise price as a tipping guideline. Tipping is voluntary and most appreciated !

I want to dive around Phuket as well : Contact your agent or Mermaid Liveaboards for special Liveaboard + Phuket diving/accommodation packages. Detail how many days you would like and we can recommend a package to suit.

BALI – KOMODO FAQ and TRIP INFORMATION

Number of Dives/Site selection: We plan a minimum of 20 dives subject to weather conditions and security/safety issues. Dive site selection detailed in the published itinerary is subject to change by the Captain or Cruise Director without prior notice. There are numerous fantastic sites in Nusa Tengarra and Komodo and our objective is to take you to the best of the best ! Repeat guests – we’ll take you to some new sites or more of those you really love  !

What diver certification level is needed for diving in Komodo ? :

Everyone is welcome on board, no matter what level your certification. Dive groups and site selection will be chosen to meet your safety, comfort and diving ability – and is subject to the discretion of the Cruise Director. Our professional dive crew will take you on the easy route or to another site if you don’t like currents. If you are up for it, we’ll take you right into it for all the action the site offers ! You may wish to bring a reef hook for some dive sites.

Dive Guides and Diver Safety: Our experienced dive crew would be delighted to assist you. Divers are welcome to dive with their buddy on sites deemed suitable by the Cruise Director. For diver safety the use of individual dive computers is mandatory for all divers. Nitrox fills and courses are available on board to enhance your diving safety. Please allow 24 hours between last dive and flying. Guests are requested to show diving certification cards on checking in and are strongly recommended to have valid dive insurance (Padi, Dan or equivalent).

Departure and Arrival Times: Guests are required to arrive in Bali no later than 14:00 hours which will allow us to make our planned 16:00 departure from Benoa port. Final cruise departure time is subject to guest arrival times. Please liaise with Mermaid Liveaboards if your flight times cannot fit this schedule.

Transfers: Transfers from/to the airport or hotels in the south are free of charge. From destinations in central and northern Bali, there is a small charge. Please refer to the price list.

Guests arriving before 12 noon on departure day will be transferred to PT Indonesia Liveaboards at Sanur Beach where you can leave your luggage in safety till boarding transfer at 14:00 hours.  After meeting the friendly crew at PT Indonesia Liveaboards you can relax on the beach, enjoy a massage,go sight seeing or shopping till 14:00 hours when you will be transferred to the vessel.

Pick up times : 12:30 – Nusa Dua, Ullawatu, Canggu, Kerobokan, 13:00 Jimbaran,Seminyak;

13:30 Kuta Beach, Legian, 14:00 Sanur Beach; 11:00 Tulamben; 12:00 Candi Desa, Padangbai, Ubud;

Time to be advised for Lovina Beach and northern Bali.

Water Temperature and Wetsuit recommendations:

The Flores Sea with its usually clear blue waters, great visibility has water temperatures of approx 26-28 degrees (northern dive locations) – a 3-5 mm shorty is okay with most guests comfortable with a 3-5mm long. The Sumba Sea (southern dive locations) has an average temperature of approx 24 degrees – the awesome diving let’s you forget about the cooler waters ! Think about a 5mm long possibly adding a vest or renting a shorty to go over the top if you feel the cold. Hood, gloves and booties are strongly recommended for these cooler waters.

Equipment on board: Full rental equipment is available. Please advise your rental equipment needs including sizes when you book. MV Mermaid I carries mostly 12 litre steel tanks plus some15 litre steel tanks available. Tank valves are international and some DIN adapters are available on board. Any dive equipment failure or loss will require you to rent a replacement from Mermaid Liveaboards at our published rates. If Mermaid Liveaboard equipment is lost/damaged, full replacement cost will be charged at the discretion of the Cruise Director. Published equipment prices are available on board.

Camera Stations : There is a large camera table on the dive deck with several rinse containers catering for small to super large camera/video setups. There are several power points in every cabin plus throughout the saloon area for charging. Each table in the saloon has an electrical outlet for your laptops. Usually our dive crew will have a laptop available in case you experience any problems with yours. As possible, we also offer a DVD burning service in case you cannot bring your laptop with you.

Electrical current and plugs : 220 volts is standard throughout the boat. 110v adapters are available. Please ask the Tour Leader on boarding if you are not sure what to use.We have a few adapters on board.  The cabins can handle both the following plug types :-

Meals: Our Thai cook is excellent, preparing a variety of Thai and Western dishes. Please advise any special meal requirements on the guest information form.

Currency: Please pay all on board costs in € Euros, $ US or Indonesian Rupiah. We can also accept credit card payment for all on board costs. Credit card payments incur a 3% fee. We suggest you also have some rupiah for souvenir shopping in Komodo, massages, small items etc at Sanur Beach. Exchange rates vary. The airport’s rate is lower than the rate you find at most small currency exchanges. Bank rates are low and take a long time. $ US and € Euros are accepted by the souvenir sellers in the Komodo National Park but rupiah is preferred. There are several currency exchange services and ATM machines near PT Indonesia Liveaboards and at the airport and ATM’s at Benoa port.

Luggage and what should I bring : All luggage will be taken on board. If you have large bags you do not need on the trip, please arrange to leave at your hotel if possible or at PT Indonesia Liveaboards in Sanur. Other items you may need on board are bathing suits, shorts, t-shirts, sunscreen and a light weight jacket or sweater. Good walking shoes for your time in Komodo National Park ! (trainers are fine – slip on sandals not recommended)

Can I be contacted while on board : You can use your mobile phone most days except when we are in the north. Other times you are welcome to use our satellite phone. The number is 001 870 764 853 149 (local telco IDD code, ie 001 + <870> +<764 853 149> (for fixed line to our mobile) Please note the charge is €3 per minute for outgoing calls and €1.50 per minute for incoming calls.

Insurance : You need 2 types of insurance when planning your dive holiday  – 1)  Diving insurance is strongly recommended due to the high cost for you should you have a diving accident and require hospitalization and/or hyperbaric chamber care. Please contact www.diversalertnetwork.org to check which Dan area can cover you. Click on About Dan for links to all the Dan organizations around the world.

2) General travel/cancellation insurance. There are several companies around the world that can assist and we suggest you look at www.worldnomads.com for reliable and professional service recommended by The Lonely Planet. If you are unable to make your dive trip and the date has past our cancellation terms and conditions we are very sorry but regardless of the circumstances we cannot refund or transfer to another date.

Medical Assistance : Mermaid I cruises to remote areas however we are prepared to handle most accident or medical emergencies. Mermaid’s management team is available 24 hours a day via our satellite communications to expedite tried and tested emergency evacuation plans to the nearest recompression chamber and/or modern hospital in Bali. Our dive crews are first aid trained and we have an extensive first aid kit on board plus loads of emergency oxygen. Please bring any of your own medications that you may need. You can help as well by making sure you are in good condition for diving – prevention is always better than the cure. Please remember to dive safely and to make sure your Dan or other dive insurance is up to date.

I want to dive Bali as well : There is loads of excellent diving in and around Bali as well. Contact your agent for special Liveaboard + Bali diving/accommodation packages. Detail how many days/diving days you would like, what class accommodation and we can recommend a package to suit.

MV MERMAID I ALL INDONESIA 2012-2013 GUEST INFORMATION PACK – Feb 2012

MV MERMAID II INDONESIA 2012-2013 Guest Information Pack – Dec 2011

Flight to Sorong Information by Mermaid Liveaboards