On Deck Decisions
(WWYD)
(WWYD)
Nicole a guest from a recent sailing is writing to inform us that the Shutterfly coupon they received is expired.
This is the action you should take:
What is create a GIPV case and task to GCPhotoVideo?
This type of compensation may not be extended to minors.
What is OBC (onboard credit)?
Thomas a recent guest is writing in regarding a wet floor on the Lido deck that almost caused him to slip and fall.
This is your next step.
What is create a POCM case and send the guest an apology?
When a guest with damaged luggage submits no receipts after their cruise, this is the most we can offer.
What is $100 per bag, with a limit of 2–3 bags depending on the length of the cruise?
Sassy is writing in regarding her sailing on the Pride October 29, 2025. She wants to find out what the compensation was that was offered to her for missing Princess Cay because she did not see it on her S&S.
This is your response.
What is no compensation was offered?
You pull an email from Luis who contacts Guest Care because he left his suitcase onboard and wants it returned.
This is your next step.
What is task IC to GCluggage?
These documents can only be released to Law Enforcement.
What is Security report?
A guest booked an accessible excursion but reports the transfer bus ramp couldn’t accommodate her scooter.
This is the type of action you must take.
What is create a SIAD case and task to GCspecialneeds?
Tito is writing in about a refund for his WIFI he pre purchased as he needed to use it for work and was never able to log in.
This is the action you should take:
Create a GIBV case and task to GCBVresearch for review of a refund.
You pull an IC where Will is writing in that he was charged $996 on his Sail & Sign without his consent because he decided to stay in Bermuda.
This is your next step.
What is task the IC to GCjonesact?
Taylor writes that his birthday was noted on his booking to be celebrated with his family, but while dining at the Steakhouse, no one acknowledged it.
This is your response.
What is the notations on the booking are passed along to the Main Dining Room for them to celebrate with you?
This is the maximum amount of beverages a guest may bring onboard during embarkation.
What is 12 sealed, unopened cans or cartons per person and one 750-ml sealed bottle of wine or champagne per person?
A guest reports being ignored at the bar due to their race while others were served.
This is your next step.
What is create a POCM case and respond to the guest with an apology?
For a 6-day verified hot stateroom and $200 already given onboard, this is the remaining compensation option.
What is $100 more in OBC plus $15 FCC?
Sydney from the Carnival Breeze sailing Nov 8, 2025 is writing in regarding the significant distress she endured because she returned to the wrong terminal.
This is your response.
What is we communicated when we returned to Port of Galveston, we would be docking at Terminal 25 instead of Terminal 28?
You pull an IC from Caleb who is writing in upset that he did not receive a survey for his most recent sailing. He says he has a bunch of feedback to give.
This is your response.
What is create a INQU case and email/call the guest to elaborate on the feedback for our review?
This type of sensitive issue involves a list of guests who must be escorted by U.S. Customs and Border Protection for random inspections.
Olivia a guest on a recent sailing is writing in to inform us that she found small bites on her stomach upon her return home and they are very itchy.
This is the action you should take:
What is create a SILP case and apologize to the guest?
Evan, a recent guest on a 5-day sailing, writes that the shower in his cabin was too cold each day and requests a refund for his upgrade fee. He did not report it onboard and his upgrade was $200.
This is the action you should take:
What is create a CITC and apologize to the guest?
Johnny is writing in because he needed to be medically debarked in Aruba and he needs his medical records from the ship.
This is your response.
What is create a SILP case and send the guest the link to request the medical records?
Victoria, a Diamond guest, writes that she’s unhappy with the VIFP gift she received. A water bottle she can’t use for her coffee so she asks if she can receive something else.
This is your response.
What is create a POCM case and email the guest an apology?
To buy digital photos while on an iPhone or iPad, guests must visit this location first.
What is the Pixels Gallery?
A guest reports credit card fraud that occurred during their sailing, with charges they did not make.
This is the action you would take.
What is create a SISC case and send an apology to the guest and to follow up with their financial institution.
Josie is writing in because she received a balance due letter and she wants to pay the $55.00 she owes.
This is your response.
What is provide the guest the information for Collections? (1-844-362-0696 Monday – Friday from 9am - 4:30pm EST.)
Judi is writing in about her sailing on the Vista August 10, 2024. She decided not to sail as there was a change in the itinerary and she is asking about her FCC.
This is what you would tell her.
What is a 125% FCC was issued if she chose not to sail?