Galapagos
“Hello, my name is Dana Corn, I am sailing on the Flora January 4th sailing in 2026. My booking number is 6034718. I’m trying to confirm if transfers are included with my flight arrival on January 1. Can you confirm that for me?”
Transfers are provided for arrival & departure. Guest is arriving 1 day early and we will need the JW Marriott confirmation number from 1Jan-2Jan to finalize transfer services.
What is included with our Celebrity River Cruises?
Shore Excursion - 1 per day
Dining - including a 24-hour
Drinks - Classic w/ upgarde opportunities
WiFi
Onboard Expereinces
When guests are doing their online check-in for their upcoming Alaska CruiseTour with the tour occurring pre-cruise, what time do they need to select for their check-in time?
The latest check-in time available
What is the minimum & maximum stateroom allotments for a contract group on one of our Celebrity River ships? How many groups can be booked per sailing?
5 - 30 staterooms, no set limit for number of groups
What QA category measures the agent’s ability to connect and build a positive professional relationship with their audience while appropriate representing the brand? What is something that could earn a missed Target in this category?
Relationship & Professionalism
“Hi, my name is Doris Carrera. I am traveling with my husband, Patrick in January under booking 3388219. I saw that the Transit Control Card is included in the cost of my cruise. Is there anything you need from me to make sure that’s all set up?”
Transit Control Card and entrance fees are included with the cost of the cruise, however, guests will need to pay the $200 entrance fee & $20 TCT fee upon arrival and we will reimburse once onboard the ship.
How do we waitlist a river sailing?
We cannot waitlist a booking, but we can waitlist a category/room in an existing booking.
For a guest sailing SM 06/12/2026 on tour 1B, what is the earliest they can arrive to be provided transfers?
10AM on the tour start date
To create a new non-contract group for FL 10/03/2027 with the 10-night package, who do you contact to have the staterooms made available for group creation?
Tania Rodriguez (Or Jovi if Tania is out of office)
What QA category measures the agent’s ability to use product knowledge, correctly apply policy, and utilize the correct procedure during the course of the call? What is something that could earn a missed target in this category?
Policy & Procedure
“Hi, my name is Carol Priser, I’m traveling with my husband David on booking 266601. We just made final payment with our travel agent and are checking to confirm if anything else is needed for our trip?”
CRCR advisement
If a guest has booked a sailing on the Celebrity Compass for 08/26/2027 and wants to change their reservation to the Celebrity Seeker sailing 12/02/2027, can they do so without change fees?
Refundable: No Fee
Non-Refundable: $100 per person
For an Alaska CruiseTour, when does the tour portion occur on a Northbound and Southbound sailing? What is the preferred side for each?
Northbound: Post Cruise / Starboard
Southbound: Pre-Cruise / Port
To create a new non-contract group for FL 10/03/2027 with the 10-night package, who do you contact to have the package open for group creation?
Send an email to GTSGroundServices@rccl.com
With leadership in copy
What are the two types of Critical Impacts and what is something an agent could do to earn an automatic 0 in each category?
Financial & Service
“Hi, I’m traveling on the 7-night sailing in February. We are arriving one day early and staying at the Hotel Galapagos in Puerto Ayora. Can you provide the transportation from the hotel to the ship?”
For stateroom inclusions, what is the difference between booking a Suite and a Balcony onboard our river ships? (name at least 4)
Butler Service, butler chat, complimentary laundry service, priority suite access, complimenttary laundry service, priority shorex booking, exclusive suite happy hour, premium drink package, exclusive specialty dining experience, personalized mini bar & pre-packaged snacks, in-suite breakfast/lunch/dinner service, daily delights, in-room espressso machine, specialty tea & coffee delivery.
If a travel agent calls to provide flight information for their clients’ post cruise tour and the sailing begins within the next 5 days, are we able to provide transfers?
Yes! Send the email to the CruiseTour inbox and have the guests reconfirm post cruise transfers with the guest relations team onboard the ship.
How many TCs are earned on a Galapagos contract group? How many for a River contract group?
Find the revenue generation opportunity: “Hi my name is Jeffrey Halley. I have booking number 2549942 and I’m sailing with my adult children in booking 2553377. I was calling because someone had previously contacted me regarding some missing flight information?”
- Suite offerings (the form)
- Online Check In
- TCT & Entrance Fee advisement
“Good afternoon! I’m so excited to be sailing on the Flora soon. I just paid my final payment, but the shore excursions are not showing on my app—I’m not really able to access anything on the app. Can you help me?”
Shore excursions can be booked onboard with the informative lecture provided by our naturalists.
Can we convert a Cruise Later booking to a River Sailing? Does it change the deposit?
Yes - Deposit due is increased to 10% and the difference between the reduced onboard benefit amount and the new deposit amount is due at time of conversion.
Guests are sailing on an Alaska CruiseTour in May and call in April to cancel the tour portion only. They were originally on Cruise Tour 5B. What is the penalty amount in USD and the process for cancelling the tour?
$2800 penalty
What advisements do you need to provide for a caller requesting a quote for a new contract group on the Celebrity Compass sailing in December? (No existing bookings).
Contract T&Cs
- Minimum 5 staterooms, max 30
- 1 TC earned
- Deposit is due at time of signing and is 50% of the group total
- Final Paymentt due 240 DTS
- Subject to revenue approval
- Please allow 24-48 hours for a response from our group advocates
TBD
TBD