WEB CHECK-IN QUICK REFERENCE GUIDE ENTERPRISE TRANSFORMATION

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1 WEB CHECK-IN QUICK REFERENCE GUIDE ENTERPRISE TRANSFORMATION

2 TABLE OF CONTENT This document provides a step-by-step guide to the Online Check-in process including; entering Guest Details, selecting a method of payment for the Onboard Expense Account, agreeing to the Cruise Ticket Contract, and indicating Arrival Plans. It will also cover specific details about editing and already started or completed check-in. Getting Started Online Check-in Process Selecting Guest for Check-in Guest Details Guest Information Home Address Travel Documentation Security Photo Contract Information Onboard Expense Account Credit Card Cash or No Charging Privileges Contracts Arrival Xpress Pass Editing a Guest s Online Check-in FAQs

3 GETTING STARTED To begin the Online Check-in process, guest must log into their Universal Guest Account. This can be done by clicking Log in on the homepage of the consumer website. After accessing the login screen, the guest would enter their login credentials or click Create an account if they don t have one already.

4 Once logged into their Guest Account the guest will see all their upcoming sailings on the Dashboard. When the guest finds the sailing they want to check-in for, they will click Start check-in. NOTE: The option to start check-in will only be present if the sailing is within the online check-in timeframe. For more information on the Guest Account, refer to the Universal Guest Accounts article in Knowledge Desk.

5 ONLINE CHECK-IN PROCESS SELECTING GUESTS FOR CHECK-IN On the first screen of the check-in process, guests will see all individuals sailing in the same reservation and have the option to check in all the parties on the reservation or only themselves. Check-in will default to select all parties and reservations available to check in.

6 GUEST DETAILS The Guest Detail screen includes the following sections: Guest Information, Home Address, Travel Documentation, Security Photo (not applicable on all ships), and Contact Information. 1. Indicates which guests have been selected to complete check-in. This will match those selected on the previous screen. Once each section is completed for the guest, the green circle will be filled in. 2. First and Last Name The guests first name and last name will auto-populate based on the information in the Reservation System and cannot be changed from here.

7 Middle Name Can be typed into this field if the guest has a middle name or left blank if the guest does not have a middle name. 4. Captain s Club # if a Captain s Club # was entered in the Reservation System, it will automatically populate here. If the guest has a Captain s Club # that is not listed, it can be manually typed into this field and will be validated to ensure the number matches the guest.

8 5. Date of Birth is entered in DD/MM/YYY format and will auto-populate what is entered in the Reservation System a. If the date of birth is for someone under the age of 18, they will get an error stating the following: b. If the date of birth is for someone between the ages of 18 and 20, they will get an additional field asking for marital status. If the marital status is married, the message will change to indicate that they need to bring a copy of their marriage certificate. Gender Will automatically populate based on which gender is specified in the Reservation System. The gender listed here must match the gender on the guests travel documentation. Once each area of the Guest Detail is complete, guest will scroll down the page to the Travel Documentation section. NOTE: Information here must be entered exactly as it appears on the guest s travel documentation. Additionally, if any changes are made to items that have auto-populated from the Reservation System, the Reservation System will be updated to match the Online Check-in.

9 HOME ADDRESS Each guest will be required to enter their complete home address which will include country, street address, city, state/province, and zip/postal code.

10 1 2 3 TRAVEL DOCUMENTATION 1. Country of birth 2. Country of citizenship 3. Document type The dropdown list for Document type is dynamically generated and only shows acceptable documents based on ship s itinerary and the guest s country of birth, residency, and citizenship. Depending on which document(s) are chosen, the guest will be prompted to provide additional information about their documentation, such as the document number and expiration date.

11 NOTE: Any guest that is a non US citizen sailing on an itinerary that ends in the US, will be required to indicate if they will be staying in the US longer than 8 hours after leaving the ship. If the response is yes, the guest is required to provide an address where they will be staying in the US.

12 SECURITY PHOTO NOTE: Security Photo is only available for those ships with smart check-in. This step will not be present for guests sailing on ships that do not currently support this feature. Once the guest has identified which travel documentation they will be using, they have the option to add a photo by clicking the Add photo link. The system will display the rules regarding a security photo and guest will select Continue to add their photo. If the guest clicks Cancel, they will return to the Security photo section of the Online Check-in process and the image will not be saved. Clemente s photo The guest can add a photo by clicking Open camera if they would like to take a photo from their computers/ smart device, or Upload photo if they would prefer to use a picture already stored on their device.

13 Clemente s photo Clemente s photo Once the photo has been taken or an existing photo uploaded, the guest needs to ensure that it is centered in the circle properly. This can be done by using the slider under the image to enlarge the photo. Additionally, the guest can use their mouse, or finger if using a touch screen device, to move the image up and down or left and right as necessary. Once centered, the guest can click Save photo if they are satisfied with the image selected. If they would like to change the image that is used, they can click Use a different photo and will be taken back to the previous screen where they can choose to upload a photo or open their camera. If the guest clicks Cancel they will return to their Check-in and the image will not be saved.

14 CONTACT INFORMATION The final step to the Guest Information section is the Contact Information. Each guest is required to provide their address and phone number (Contact Information) as well as the name and phone number of someone not sailing with them (Emergency Contact) in case there is an emergency. Once the contact information for both have been entered, the guest will click Continue to move onto the next section. NOTE: If the person performing the check-in is missing any piece of required information, there is a link under the Emergency Contact that can be clicked to finish the check-in later.

15 ONBOARD EXPENSE ACCOUNT After completing the Guest Details, the guest will be able to set up the onboard expense account. Guest can setup the onboard expense account with credit card, cash or by choosing to have no charging privileges.

16 CREDIT CARD To set up the onboard expense account with a credit card, the guest would click the circle next to Credit card and enter their credit card information as follows: Name as shown on card Card number Expiration date After this information is entered, the guest must click Save card to save the information.

17 The credit card information will be saved and can be edited by clicking the edit button (pencil icon). Clemente Sommerfield *7890 All credit cards entered previously will be displayed so the guest can quickly select any of them or enter a new one. To use a different card, they can simply click on Add a card and follow the same process as outlined above. Clemente Sommerfield *7890 Clemente Sommerfield *7890 NOTE: Only the person processing the online check-in will be able to assign credit cards. Using the above image as an example, if Leo did his check-in separately, she would not be able to select Clemente s credit card to cover his own expenses.

18 CASH OR NO CHARGING PRIVILEGES If a guest chooses to either set up a cash account or have no charging privileges, they would click the circle next to their choice followed by Continue.

19 CONTRACTS Once the onboard expense account is setup the next step will be to accept the Onboard Expense and Cruise Ticket Contracts. Both the Onboard Expense Contract and Cruise Ticket Contract must be selected in order to complete the online check-in process. Once they have agreed to the Cruise Ticket Contract, the guest will see Agreed to when revisiting this page. NOTE: Guests who choose to not have an onboard expense account will only see the Cruise Ticket Contract which they can either view online, print, or choose to have ed. NOTE: Any reservation made outside the MIA booking office will see a modified version of the Cruise Ticket Contract and will not be asked to agree to the terms. They will only see a brief paragraph that states: As advised at the time of making your boking, this booking is subject to the booking conditions of your local booking office. If you have booked via a travel agency, additional terms may apply. We recommend you review the booking conditions prior to travel as this contains useful information.

20 ARRIVAL In this section, guest will select the time they plan to arrival at the terminal. The guest will click the circle next to the time their party will arrive followed by Complete check-in. NOTE: The guest completing the Online Check-in process will select the same arrival time for all the individuals being checked-in. However, after check-in is complete, any information entered can be updated including arrival time. A guest can change their arrival time by updating their check-in information. Additionally, if the guest did not have a Crown & Anchor number entered into their online check-in, they will be asked if this is their first cruise which they can answer by clicking Yes or No or they can choose to not answer by clicking Skip.

21 Be sure ev ery one has a printed Press Pass and luggage tags. XPRESS PASS Once the arrival time is selected, the guest will be directed to the following page where they can view the status of their documents and print their Xpress Pass as well as the Xpress Pass of any other individuals they checked-in. They can also use the corresponding links to check in additional guests or return to the Dashboard of their Guest Account. To view and print their Xpress Pass, the guest would click on Xpress pass under the desired guest s name.

22 This will bring up a full view of the guests Xpress Pass. If they are ready to print their Xpress Pass, they can do so by clicking the Print button at the bottom of the page.

23 EDITING A GUEST S ONLINE CHECK-IN After the guest s online check-in is complete, they have the ability to edit any area or complete the check-in process for additional guests. NOTE: To complete the online check-in for guests in another reservation, the guest must first add their traveling companions booking to their Guest Account by using the Link a missing cruise link located at the top of their Guest Account Dashboard or the Add a cruise button located at the bottom of their Guest Account Dashboard.

24 When they access their sailing, they will see any guests they have checked in or any guests they have linked to their account as seen below. Be sure everyone has a printed Xpress Pass and luggage tags. Check-in is complete. Xpress Pass and Luggage Tags can be viewed. Information can be edited by clicking the pencil icon ( ). Xpress pass Check-in is complete. Xpress Pass and Luggage Tags are not yet available. Information can be edited by clicking the pencil icon ( ). Luggage tags Check-in is complete. Xpress Pass and Luggage Tags can be viewed. Booking is locked and cannot be edited at this time. Reservation is linked to this Guest Account however, check-in has not been started for these guests.

25 FAQS WHAT IF THE GUEST ACCOUNT INFORMATION DOES NOT MATCH THE INFORMATION ON CHECK-IN? Online Check-In fields are not auto-populated with Guest Account data. Some online check-in fields are auto-populated with data from the reservation system and Siebel Loyalty. For any auto-populated fields that can be updated during the online check-in process, the reservation system and Siebel Loyalty will be updated automatically. WHAT IF A GUEST S LAST NAME AND FIRST NAME IN ONLINE CHECK-IN DO NOT MATCH THEIR TRAVEL DOCUMENTS? For successful check in, the guest s last name and first name must match their travel documents. If they do not match, the guest must call the contact center or their travel partner as applicable to assist with correcting their name in their reservation. Changes made in the reservation system will be reflected on the Online Check-In page after it is refreshed; they will not be reflected in Guest Account. THE GUEST IS CONFUSED BECAUSE THEY ARE EXPERIENCING DIFFERENT ONLINE CHECK-IN (OLCI) EXPERIENCES. WHAT IS GOING ON? The new Online Check-In process on the Web will launch on the Celebrity Cruises website in late August. Guests sailing on select ships (Edge, Equinox, Reflection) will be eligible to check in using this new, simplified process, after signing into their Universal Guest Account. Guests sailing on all other ships will continue to use the existing check in process. We aim to transition the entire fleet to the new process as soon as possible.

26 FAQS Guests will experience the NEW OLCI if they log in to their Guest Account and click Start check-in. Guests will experience the CURRENT OLCI if they click Already Booked on our website and choose Online Check-In. IF THE GUEST STARTS OR COMPLETES ONLINE CHECK-IN USING THE NEW ONLINE CHECK-IN (OLCI), WOULD THE SYSTEM PREVENT THE GUEST FROM ACCESSING THE CURRENT OLCI? When the guest accesses the new check-in experience, our website stores a cookie in the guest s browser so that when they return to online check-in they get the same experience. If they attempt to access the current online check-in system, our website recognizes that they ve already started the new experience by the cookie and redirects them automatically to the new experience. This automatic redirection only works if they re on the same computer using the same browser they did previously. Automatic redirection will NOT work in the following scenarios: Guest accesses check-in on one computer (home) then accesses checkin on another computer (work/hotel). Guest uses different browsers to access check-in. (For example they are using the same computer but started check-in in Chrome and tried to return to it using Internet Explorer) Guest used an incognito window. An incognito window is a setting in a web browser that prevents internet browsing history (pictures, text, cookies) from being stored. Guest has their browser set to not accept cookies Guest clears the cookies in their browser settings

27 FAQS Although automatic redirection may not work depending on the scenario, guests on applicable sailings can access the new online check-in experience if they log in to their Guest Account and click Start check-in. THE GUEST REMEMBERS COMPLETING ONLINE CHECK-IN (OLCI) BUT WHEN THEY RETURN CHECK-IN IT APPEARS THEY HAVE NOT COMPLETED ONLINE CHECK-IN. WHAT IS GOING ON? If a guest completes online check-in using the new OLCI experience and then accesses the current check-in process, it will appear as if they have not competed the check-in process since the current OLCI requires more information than the new OLCI. Guests should be encouraged to use the new OLCI by logging into their Guest Account and accessing online check-in through their Guest Account. THE GUEST COMPLETED ONLINE CHECK-IN BUT THEY ARE UNABLE TO PRINT THEIR XPRESS PASS. It is possible that the guest completed online check-in using the new OLCI but is trying to print the Xpress pass from the current OLCI. If the guest completed online check-in using the new OLCI, they will not be able to print their boarding pass on the current OLCI. Guests should log in to their Guest Account and print the boarding pass. THE GUEST REMEMBERS LINKING OTHER BOOKINGS TO THEIR RESERVATION BUT NOW THEY CAN T SEE THEM. It is possible the guest linked other bookings to their Guest Account and now they are trying to access those booking via the current OLCI. The ability to link other bookings to your account is not supported in the current OLCI (only children can be linked). Ask the guest to log in to their Guest Account to see bookings linked to their account.