Policies and Procedures
Before knowing the call driver, what we must ask in every call?
Call back number
What are the names of the two promotions we are active today?
Bonus savings offer
Save before you sail
If they are calling to cancelling a booking, what option can be offer to cover revenue generation?
What is the name of our new ship?
Celebrity Xcel
To make an extension option payment day, what do we need to take into consideration?
You should only extend the option on a reservation the date it is due to expire.
DO NOT extend the option date on Going Going Gone or Exciting Deals bookings.
DO NOT extend the option on Holiday Sailings. (Holiday sailings are defined as sailings that occur over Christmas and/or New Year's day,and as dictated by the respective Revenue Departments.)
DO NOT extend the option date on code yellow sailings.
DO NOT extend options for booking created as TBA. When the last name or all names are given, then the booking will automatically update with a new option date, usually 7 days.
DO NOT extend the option if the deposit date and the final payment date are the same unless the sailing is code green.
What documents are accepted in a close loop for a US citizen?
Valid U.S. Passport book
*OR*
U.S. Birth Certificate/U.S. Naturalization Certificate AND Government Issued Photo ID is acceptable.*
*OR*
A passport substitute such as a U.S. Passport Card or Enhanced Driver's License is also acceptable.*
Where will be the option to offer a Travel partner if they are looking to buy OBC?
Besides providing our assistance and the website. TP have the option to make the transaction in Partner Express.
How many ships are in our fleet?
16.
What is the correct verification process?
TP: travel agency number
DG:Booking number and first and last name.
Ship and sailing date and first and last name.
When can we make a cancellation under buyers remorse?
Booking is NRD and was created under 24 hrs or 24hrs on the first payment on the booking.
Can TPs cancel flights reservation using Flight Finder?
Yes, we have a new update in Flight finder that allows the travel partner to modify and cancel flight reservations.
What difference is between our Penthouse suite in the Edge series vs the one in the Solstice series?
The berthing and distribution,
EG series will berth up to 6 guests and have 2 bedrooms.
SL series: up to 4 guest and 1 bedroom.
What are extra items that we must offer in every sales call?
Flights by Celebrity and Flex pay.
When receiving a call from a Cruise Tour booking wanting to add shore excursion, dining, spa reservations, what is the correct process?
Assist the call and book the items in IBT.
When creating a booking what can be considered as part of the revenue generation?
Overcome objections, try to make the reservation, try to upsell the booking, and try to collect deposit.
What suite is famous for the panorama view?
The Reflection Suite
What would be the exceptions to release a call?
Dead air for more than 60 secs or hold music upon receipt a call.
Caller is being verbally abusive or harassing after warning the behaviour continues.
When placed on hold or left idling for longer than 3 minutes when calls are in queue or 5 minutes when there are no calls in queue.
In the case of an evacuation
When cancelling a guest in a double occupancy within 100% penalty what we need to do?
Full penalty is assessed for each cancelled guest once they are inside 100% cancellation period at the rate that they were booked under.
Where can we redirect a TP if they are looking for policies and procedures, news, ships information?
Celebrity Commitment.
Can the verandas be connected to each other, what ship(s) will be the exception?
Yes some verandas can have be connected by open or remove the partition only in the SL series.
The partitions can be opened only in Sunset Verandas, Sky Suites and Celebrity Suites on Edge Class ships.
The partition cannot be opened on Millennium Class ships per safety regulations.