14 March 2012
14th March 2012 GENERAL POLICIES FOR SUMMER 2013 TO SPRING 2014 PROGRAM RELEASES: UK MARKET DATE: RE: Please find attached the general policies that are applicable to the new cruises published in the Summer 2013 through Spring 2014 program releases. These policies will not apply to the previously published Sun, Dawn & Sea May through October 2013 sailings. CHANGES The following changes have been made since the policy document was last issued in November 2011. The amount of deposit due for each person on a booking has increased from 10% to 15% of the cruise/cruisetour fare. Final Payment moved to 90 days prior to departure for all cruises (previously it was 90 days for cruises over 29 days). Cancellation terms have also been altered. Now all cruises have the same cancellation terms – equal to the existing terms for 90-day Final Payment. Our ships have been recategorized resulting in a change to our Group Categories. See Page 15 for more details. The number of groups available to agents using our Net Rate Program has been adapted to give more flexibility. o Instead of being 1 per ship, per trade, per month, the new policy is up to 16 groups per month across any ships and trades – allowing agents to target a specific set of itineraries and promote every sailing on those itineraries for a given month. This policy is effective today. o Standard Groups for retail agencies remain at 1 per ship, per trade, per month. Our Future Cruise Sales Program onboard the ships is changing slightly, effective today for all 16 ships, with revised cruise duration ranges and dollar discounts for oceanview cabins. All policies are subject to change at any time. GROUP HIGHLIGHTS Princess Cruises enables travel agents to promote their cruises with confidence by removing some of the risks associated with space and pricing availability in the open market. This is done through our Travel Agent‟s Group Program which offers: Guaranteed inventory – a contracted space allotment. Guaranteed pricing – for beds sold from the contracted allotment. Amenities – offering added benefits and an element of exclusivity for each agency. Tour Conductors – one for every 16 passengers booked on qualified promotions. Agents can create and tailor their groups with ease using Polar Online and are encouraged to promote with the amenities through a variety of media. Group Lead-in Fares for each category type are the same as Launch Fares. However, since group fares are reserved for higher categories within each category type, agents receive up to a three-category upgrade compared to the lead-in open market Launch Fare for the same category type. Here are some great reasons to promote groups on Princess! 1. 2. 3. 4. 5. 6. 7. 8. Advantage pricing below Launch Fares for most group categories. No deposit required for up to 16 beds. TCs are earned for every 16 lower berth sailed passengers who booked on qualified promotions (max 5). Amenity points to add value and personalize the group. FIT bookings automatically combine with groups to earn TCs and amenities. Group amenities are protected from the first booking. Groups can only be blocked using Polar online and the GDS. Group venues can be reserved when voyages open for sale. TABLE OF CONTENTS 1 SECTION A: GENERAL POLICIES & PROGRAMMES FARES & BOOKING CHARGES ....................................................................................................... 1-2 General Information..............................................................................................1 Launch Fares .........................................................................................................1 Captain‟s Circle Launch Promotion......................................................................1 Group Fares & NET Rates ....................................................................................1 Cruisetours ............................................................................................................1 Single & Third/Fourth Occupancy........................................................................1 Age Restrictions....................................................................................................2 WLCL Savings .....................................................................................................2 Gratuities ..............................................................................................................2 Air Add-ons ..........................................................................................................2 PAYMENTS & DEPOSITS .................................................................................................................... 3 Deposits & Final Payment ....................................................................................3 Credit Card Fee .....................................................................................................3 Waitlist Policy ......................................................................................................3 CANCELLATION & REFUND POLICIES ........................................................................................... 4 Cancellation Fee Schedule ....................................................................................4 Name Changes ......................................................................................................4 DOCUMENTATION .............................................................................................................................. 5 Pre-Cruise Emails & Online Luggage Tags ..........................................................5 Shore Excursion eBooks .......................................................................................5 FLIGHT SELECT ................................................................................................................................. 6-8 Overview ..............................................................................................................6 Flexible & Restricted Fares ..................................................................................6 Booking & Cancelling Flight Select .....................................................................7 Summary of Flight Select .....................................................................................8 CRUISE PLUS HOTEL PACKAGE, TRANSFER & HOSPITALITY.................................................. 9 ONBOARD & MISC PROGRAMMES ................................................................................................ 10 Celebrations ........................................................................................................10 Spa Packages ......................................................................................................10 Shore & Land Excursions ...................................................................................10 Onboard Sales .....................................................................................................10 Loyalty Programmes ...........................................................................................10 CRUISE SALE PROGRAMMES ......................................................................................................... 11 SECTION B: GROUP POLICIES & PROGRAMMES UK AGENT‟S GROUP PROGRAMME....................................................................................... 13 – 15 Overview ...........................................................................................................13 Guaranteed Inventory & Savings ........................................................................13 Definitions ..........................................................................................................13 Free Berths ..........................................................................................................13 Amenities ............................................................................................................14 Number of Groups & Group Size .......................................................................14 Bulk Deposit .......................................................................................................14 Net Rates.............................................................................................................14 Group Onboard Venues ......................................................................................14 Recall Schedule & Extensions ............................................................................15 Group Category Summary ..................................................................................15 2 SECTION A: GENERAL POLICIES & PROGRAMMES 3 FARES & BOOKING CHARGES Policy Area Definition General Information Printed fare includes cruise only fare and Government Fees & Taxes (GF&T) and do not include air. GF&T are incremental to the cruise only fare in Polar and are non-commissionable Launch Fares This is the term for all public FIT fares available at the time our new programmes go on sale - as shown in our program releases. Launch Fares are available in all categories, are subject to availability and may change at any time, including fare increases. Captain’s Circle Launch Promotion This promotion offers a discount of up to £100 per person (up to £500 for World Cruise) and a reduced deposit for past passengers in all categories effective at program launch and expiring as follows: August 31, 2012 for Alaska and Europe September 30, 2012 for Summer Australia based program on Sun, Sea & Dawn Princess (including World Cruises and World Cruise segments) December 31, 2012 for Fall 2013 sailings March 31, 2013 for all Spring 2014 sailings. Specific discount amounts vary by itinerary and cruise length and will be included in each program release. Promotion includes a reduced deposit of 10% (excluding World Cruise or voyages 45 days and longer). Captain’s Circle Combinability The Captain Circle discount is combinable with Launch Fares, Net Rates, all types of group fares, regionals, and other past passenger promotions. Once booked, if a lower fare for which the past passenger qualifies and requests becomes available, the discount will automatically combine with the lower fare. Any subsequent promotions made available for new bookings only will not be combinable with this discount. The Captain‟s Circle Launch Savings is not applicable to third and fourth berth passengers. Group Fares Guaranteed group fares are available at launch in select categories. Please see Section B: Group Policies & Programmes for further details. Net Rates The Net Rates will be released by March 15, 2012. Please see Section B: Group Policies & Programmes for further details. Cruisetours A cruisetour is the combination of a cruise with a pre or post-cruise landtour, which includes land transportation, visits to multiple destinations, overnight stays on land and select sightseeing inclusions. This is different from a Cruise Plus Hotel Package which offers transfers between Airport and Hotel, a Hospitality Desk at the hotel, hotel stay in the port city, baggage handling and transportation to the Pier. Single Occupancy Single Passengers occupying a twin stateroom pay an exclusive occupancy supplement, calculated as follows Interior, Oceanview (standard and obstructed): 160% of cruise fare Oceanview (premium), Balcony, Deluxe Balcony, Mini-Suite & Suite: 200% of cruise fare NOTE: All calculations based on the cruise fare only. Third/Fourth Occupancy Special rates are available for third and fourth passengers calculated at 50% off the double occupancy launch fare. 1 Age Restrictions on Travel For cruises other than Sun, Sea and Dawn Princess operating in Australia: All passengers under the age of 21 must travel with a passenger age 21 or older. Additionally, for groups and families booking multiple staterooms, the minimum age for each stateroom is 16 years, provided they are travelling with a parent or legal guardian. We are unable to accept group reservations for student and youth groups that do not conform to our minimum age requirements. Each passenger agrees that they will supervise any passengers in their care at all times to ensure all policies are strictly adhered to by all passengers under their supervision. For cruises on Sun, Sea and Dawn Princess operating in Australia: For cruises departing from an Australian ports between 1 November and 7 January, any passenger under 19 years of age on the day they board the cruise, must travel in the same stateroom as a responsible adult 19 years or older. In addition, from 8 January to 31 January, there is a limit on the number of passengers under 19 years of age who can travel unaccompanied. Once the limit is reached, a responsible adult 19 years or older must travel in the same stateroom. We can advise you at the time of booking whether the limit applies to your booking. The responsible adult is accountable for passengers under 19 years of age in their stateroom for the duration of the cruise, and the „Rights of the Captain‟ will be applied to anyone who displays disruptive behaviour. Below are the minimum age requirements* for cruise/cruisetour destinations: 6 months Alaska, Canada & New England, Caribbean, Europe (exc. Transatlantic), Mexico, Panama Canal 12 months Asia, Orient & Africa, Australia & New Zealand, South America, Transatlantics & Transpacifics *Minimum age for escorted landtours is 5 years old. Age Restrictions on Drinking & Gambling: The age for both drinking and gambling for Princess ships is 21 years old*. Passengers under the age of 18 will not be permitted in the Disco after 11:00 p.m. *For cruises on Sun, Sea & Dawn Princess sailing from Australian ports and for Crown Princess sailing roundtrip from Southampton, the drinking and gambling age will be 18 years old. WLCL Savings All VIP members who have cruised on other World‟s Leading Cruise Line (WLCL) ships, but not on Princess, will receive a special discount, equal to the Captain‟s Circle Savings amount for that sailing. This discount is combinable with Launch Fares only. The WLCL savings is not combinable with Group fares. Gratuities Gratuities will be charged to the passenger‟s onboard account in the following amounts: Suites, Mini-suites $12.00 per person per day All other metas $11.50 per person per day Amounts shown are in USD (except Sun, Sea & Dawn Princess where gratuities are in AUD as above). NOTE: Gratuities may vary or change without notice. Air Add-ons Cruise fares do not include air. Air add-ons will be available to purchase separately at launch via our Flight Select Program. Starting 320 days prior to the end of the cruise vacation, Flight Select will offer an experience similar to other automated air booking websites, but with flights tailored specifically to their cruise. All available flights can be reviewed in real time and the desired time, carrier, number of stops, cabin level and seating will be confirmed upon booking. See Flight Select section for more information. 2 PAYMENTS & DEPOSITS Policy Area Deposits Definition A 15% deposit is required for all passengers (including 3 rd and 4th berths) travelling on a cruise/cruisetour at time of booking. Final Payments The Final Payment for all cruises/cruisetours is 90 days prior to departure. There are no grace periods or extensions for receipt of final payment on a booking. All final payments are due by the final payment date or the booking will automatically cancel. These policies apply to both FIT and group bookings. Credit Card Fee Waitlist Policy 1.5% charged to all bookings paid with a credit card, including direct bookings. Note: There is no fee associated with debit card payments. A £100 per stateroom deposit will hold a place on our waitlist for any grade. The charge is fully refundable if the waitlist does not clear or if the passenger cancels the booking. If the waitlist does clear, passengers have until the end of business the following day to accept it. There is no charge if the passenger is already booked on a cruise and wishes to be waitlisted for different accommodations on that cruise. Similarly, there is no charge if the passenger wants to waitlist for a different cruise, although cancellation fees may apply to the original cruise which will not be waived. 3 CANCELLATIONS & REFUNDS Policy Area Cancellation Fee Schedule Definition All passengers are required to pay a cancellation fee (including 3 rd and 4th berths) if they cancel their cruise, cruisetour or Cruise Plus package. Cancellation fees are based on the fare paid, excluding Government fees & taxes, transfers, fuel supplement, shore & land excursions and most special service items. The amount of cancellation fee varies based on length of sailing for cruise/cruisetour and timing of cancellation for cruise/cruisetour and Cruise Plus package, as illustrated in the schedules below. Cruise & Cruisetour All Cruises & Cruisetours (all sailing lengths) Days prior to Holiday Departure 180 days or more 179 to 90 days 89-57 days 56-42 days 41-14 days within 14 days Item(s) Assessed None Cruise Fare All Items All Items All Items All Items Cancellation Fee No cancellation Fee Deposit# Amount 25% of Total Charges 50% of Total Charges 75% of Total Charges 100% of Total Charges # For those passengers booking a reduced deposit promotion, the initial cancellation fee amount will not exceed the deposit required/paid. Cruise Plus Hotels All Pre- and Post-Cruise Hotel Packages (all cruise lengths) Days prior to Holiday Departure† 57 days or more 56-29 days 28-15 days within 15 days Cancellation Fee No cancellation Fee 50% of Total Charges 75% of Total Charges 100% of Total Charges †Holiday Departure is the earlier of cruise, cruisetour or hotel package start date. Air Related Cancellations See Flight Select section for more details. Name Changes & Cruise Change Fees A complete name change for all passengers on the voyage portion of a booking constitutes a cancellation and will therefore be subject to cancellation fees described on the previous page. Changes to both a first and last name are not permitted on the first passenger in a stateroom; only a correction to a first or last name. Changes to both the first and last name are permitted on second berth passengers, up to 48 hours prior to sailing provided that immigration information is provided. 4 DOCUMENTATION Pre-Cruise E-mails All bookings have been transitioned to fully digital travel documents. We no longer mail pre-cruise packages to our passengers. In place of a printed Cruise Answer Book, passengers receive a coordinated series of five emails, timed throughout the pre-cruise process to deliver just the information they need at that stage of their pre-voyage planning. It is critical that we receive the passenger‟s email addresses when the booking is made. In the event we do not have a passenger‟s email address, the pre-cruise emails will be sent to the attention of their travel agent‟s OneSource email address. If a direct passenger doesn‟t provide an email address and they are booked directly through Princess, or if there is no recorded email address for the passenger, travel agent or agency, the personalized digital documents will only be viewable through Cruise Personalizer. For further details, please see the Personalized Digital Documents section of Princess Search. Below is an overview of the four Princess Pre-Cruise Emails. Email #1 (deploys at time of deposit): Includes interactive content such as the bridge cam and videos of the ship as well as frequently asked questions about travel logistics including visa requirements, transfers, and hotel packages. Email #2 (deploys two weeks prior to final payment): Includes videos about the destination and ship‟s features as well as important notices and reminders. Email#3 (deploys 60 days before sailing): Highlights select shore excursions available throughout the voyage, available to book through Cruise Personalizer. Email #4 (deploys 45 days prior to sailing): Includes information about the Princess dining experience, specialty restaurants and signature amenities onboard their ship. Topics include packing suggestions, the number of formal nights and onboard services. Email #5 (deploys 15 days prior to sailing): Includes information about entertainment programmes as well as personalized information regarding the passenger‟s Captain Circle benefits. Other topics include travel logistics such as boarding pass instructions, an embarkation day checklist and directions to the pier. Online Luggage Tags Passengers may print a boarding pass and personalized luggage tags from their home or office computer. In order to print, passengers must be paid in full, have completed their PIF information, provided their credit card details and provided their e-mail address. The online luggage tags include the passenger‟s name, Captain‟s Circle membership status, stateroom number, and embarkation information. Online luggage tags are available for printing 75 days prior to sailing. Generic luggage tags are still available at the pier for passengers who need them. Shore Excursion eBooks Passengers may print their own personalized shore excursion book. Passengers have the option to select multiple destinations to create, save, and print their new personalized shore excursion eBook for their entire cruise. 5 PRINCESS FLIGHT SELECT Programme Overview The Princess Flight Select programme is a completely redesigned air programme that provides greater flexibility and choice to the process of booking flights for a cruise. The new Princess Flight Select programme offers passengers and their travel agents an experience similar to other automated air booking websites, but with flights tailored specifically to their cruise. All available flights can be reviewed in real time and the desired time, carrier, number of stops, class of travel and departure and arrival cities will be confirmed upon booking. The new Princess Flight Select programme features no customisation fees. Customised flight itineraries are available to all passengers. Passengers have the freedom to choose their air carrier, flight schedule, class of travel, and departure and arrival cities without incurring a separate charge. Additionally, passengers can customise departure and arrival cities as well as move their dates of departure and arrival. All passengers who book air travel through Princess Cruises will be automatically enrolled in the Holiday Package Protection programme. If passengers miss or will miss their original port of embarkation due to airline delay or an airline service disruption, such as flight cancelation or flight re-routes, Princess will do what we reasonably can to work with the airlines to find a reasonable alternative to provide flights to the next appropriate port at no additional air cost to the passenger. The Princess Flight Select programme features two types of fare options with competitive fares and flight routings which can be viewed side-by-side for determining the option that best meets the passengers travel needs. These two fare options are Flexible and Restricted, as described below. Flexible Fare Passengers choosing the flexible fare option will have the benefit of a flight schedule that can be cancelled or changed without charges, up to 54 days before the first flight, allowing them greater freedom in their travel plans. Fares are typically higher but more flexible under this option. Flexible fares are not payable until the final cruise payment is due. • • • • • Restricted Fare Flexible Fare Highlights: Cancel or change up to 54 days prior to the outbound flight date or sail departure date (whichever is earlier), without cancellation or change fees. Passengers will only pay additional costs if they change to more expensive flights or receive a cost adjustment if new flights are cheaper. Payment is due at the booking final payment date – not at time of air booking. If booking flights within the final payment period, then full payment of the air fare is required by credit card at the time of booking. Air charges are fully refundable, up to 54 days prior to the outbound flight date or sail departure date (whichever is earlier) Holiday Package Protection is included Passengers may also choose a typically lower-priced restricted option that gives access to competitive fares. These tickets are generally non-refundable, cannot be changed and are subject to 100% cancellation fees. In addition, restricted air tickets must be paid by credit card for at the time of booking to lock in the schedule and rate. Restricted Fare Highlights: • Competitive fares • Ideal for those who know their plans won‟t change • Payment of the air fare is due by credit card in full immediately when the air is booked to lock in the schedule and fare • Cancellation fees up to the full value of the ticket may be charged • In order to change the flights, it is necessary to cancel and rebook, thereby incurring cancellation fees • Air charges are typically non-refundable (eg. no cash back). Exceptions may apply. Cancelled Restricted Air tickets will be reviewed by the Flight Select Air Team within 3 business days of cancellation for any refund value. Refund amounts, if any, will be applied to the cruise booking. • Holiday Package Protection is included 6 Booking Flight Select Flights are available to book under Flight Select approximately 320 days prior to the end of the cruise vacation and up to four days prior to the cruise departure, subject to availability. (Note, fares including an air add on will be available at the time voyages open for sale but bookings made with air prior to 320 days will be subsequently converted to the Flexible Flight Select programme.) The cruise booking must be completed and a cruise deposit must be paid before any air can be booked, although flights may be searched when checking cruise booking availability. There are three options for adding air to a cruise booking, depending on the passenger type. In all three cases, the same powerful search tool is being used to find and select air. The home city on the POLAR booking will be used by Flight Select to determine which gateways will be offered for air purchase. POLAR Online accessed through www.CompleteCruiseSolution.com for Travel Agents www.princess.com and Cruise Personalizer Call Reservations Cancelling Flight Select Air cancellation policies differ depending upon the type of fare booked, either Flexible or Restricted. The cancellation fee amount (if applicable) will display prior to completing the change. Air bookings will automatically cancel when certain booking changes occur as shown below. Any passenger name change or correction The booking is cancelled The gateway city is changed Addition of packages before or after the cruise Cruise is rebooked to a new sailing Flexible Fare: When Flexible Fare is cancelled a refund may be issued, less the carrier and Princess‟ cancellation fees. A cancellation fee will only apply if air is cancelled within 54 days of sailing. A notification will advise users that air will cancel if the change is made, as well as any applicable air cancellation fees. Restricted Fare: When Restricted Fare is cancelled a cancellation fee will apply. Cancelled Restricted Air tickets will be reviewed by the Flight Select Air Team within 3 business days of cancellation for any refund value. Refund amounts, if any, will be applied to the cruise booking. Cruise bookings made preFlight Select Air Fare will be available via the pre-Flight select programme with traditional air add-ons as early as the Programme release. At approximately 320 days the air department will confirm the flexible type air schedules and update in POLAR cruise booking accordingly. Credit Cards In Flight Select With the debut of the new Princess Flight Select programme comes some changes to current protocols and policies that our travel agent community has always been accustomed to with respect to payments. The following transactions will require payment by credit card: Restricted fare requires credit card payment at the time of air booking Flexible fare requires credit card payment if the air is booked within final payment period A 1.5% credit card fee will be charged to the booking; payment by debit card does not generate a fee. 7 SUMMARY OF FLIGHT SELECT CHANGES When flights can be booked Selection of preferred airline, flights, and travel date Confirmation of airline and flight schedules Airfare Changes to Air Reservation Cancellation Payment Due Flight Disruption Coverage New Princess Flight Select Flexible Fares New Princess Flight Select Restricted Fares Previous FlightChoice Programme From 320 days up to 4 days before departure subject to availability via Flight Select tool From 320 days up to 4 days before departure subject to availability via Flight Select tool As early as 18 months before sailing No charge No charge Additional fee for customisation depending on request. At time of booking unless outside of 320 days. At time of booking unless outside of 320 days. 75 days before sailing Competitive and updated in real-time based on current airline inventory. Competitive and updated in real-time based on current airline inventory Fixed price at programme launch Cancellation fees may be up to the full value of the ticket. Subject to terms and conditions Immediate cancellation fees applicable up to the full value of the ticket. Based on cruise cancellation schedule No fee up to 54 days prior to departure, passengers will only pay for additional flight costs. Fees apply within 54 days. No fee up to 54 days prior to departure. Fees apply within 54 days. Same date as cruise final payment date. Paid with final balance. Peace of mind that their cruise holiday package is covered and in the event of disruption, Princess will work to assist them. Immediately at time of air booking with credit card. Peace of mind that their cruise holiday package is covered and in the event of disruption, Princess will work to assist them. Same date as cruise final payment date. Paid with final balance. Peace of mind that their cruise holiday package is covered and in the event of disruption, Princess will work to assist them. 8 CRUISE PLUS HOTEL PACKAGES Overview As the Consummate Host, Princess offers a variety of options for passengers to meet their varied needs in the cities of embarkation and disembarkation. The recommended offerings vary based on itinerary. Where air scheduling typically requires an overnight, a recommended Cruise Plus Hotel package is defaulted. These offerings are all optional and may be removed from the booking prior to final payment. Multiple offerings exist in many cities. Princess offers Cruise Plus hotel packages in all port cities. Passengers may add as many nights as they like based on availability. All accommodations are selected for their excellent service, convenient locations and proximity to major attractions. Passengers will be met by a Princess Representative and transferred between airport, hotel and pier. Luggage handling in all locations is included. We encourage passengers to extend their vacation with the security and peace of mind our programme provides. Pricing Cruise Plus prices quoted are per person, double occupancy. Inclusions All Cruise Plus packages include hotel accommodations, porterage, transfers between airport/hotel and hotel/pier, and the hospitality services of a Princess Representative. Deposit There are no deposit requirements for Cruise Plus. Cancellation Policies Please refer to page 9 of this document. Groups Individual group passengers may purchase Cruise Plus, but no blocks will be held. Commission Hotel Packages are non-commissionable. TRANSFERS & HOSPITALITY Overview Princess offers ship day transfers as an affordable, secure and efficient way for our passengers to begin and end their vacation. Transfers are available one-way or round-trip to passengers using either Flight Select or to those booking air independently. Pricing The charge for transfers to and from turn-around ports will be quoted separately and are per person. Inclusions Transfer pricing packages include transfers between the pier and airport and the services of a Princess Representative. Deposit There is no deposit requirement. Groups Blocks can be held on group contracts for Transfers. Commission Transfers are non-commissionable. 9 ONBOARD & MISC PROGRAMMES Celebrations: Spa Packages: Shore Excursions: Land Excursions: These packages range from standard to deluxe and include items appropriate for birthday, weddings, renewal of vows, honeymoon and anniversary celebrations. Packages can be purchased in advance and are not commissionable. These packages include a range of services from a simple manicure and pedicure to a multi-day total body rejuvenation. Packages can be pre-reserved in advance on all ships. Pre-reservations are available online at www.princess.com via the Cruise Personalizer or by contacting Princess directly. Spa packages are not commissionable. A wide array of shore excursions will be available in each port of call. Excursions may be viewed, prereserved and purchased online at least 120 days prior to the departure date, up until 5 days prior to the departure date. Shore excursions are not commissionable. A list of excursions typically offered in each port can be reviewed at www.princess.com/excursions; booked passengers may create and download a customized shore excursion e-book for their specific voyage by logging into our Cruise Personalizer at www.princess.com. Prices and availability of shore excursions are not guaranteed until reserved and are subject to change. Included in the Cruise Personalizer is a list of land excursion options which are available for purchase in conjunction with many of our cruisetours. These options are customized to best fit every cruisetour itinerary, with detail information about each excursion. Land Excursions can be pre-reserved by registering a credit card at the time of booking that will be used to auto-charge all pre-reserved tours two (2) days prior to the first land excursion on a cruisetour booking. Land Excursions are also available for purchase at our tours desks throughout Alaska. Land excursions are also available in select cities on cruisetours outside of Alaska. These can be pre-reserved via the Cruise Personalizer or the tour escort. Prices and availability of land excursions are not guaranteed until reserved and are subject to change. Land Excursions are not commissionable. Onboard Sales Programme: A Future Cruise Consultant is available onboard each ship to book passengers for their next cruise vacation and provide the following incentives: Cruise Length 7-10 days 11-16 days 17+ days (excl. World Cruise) World Cruise (All Lengths) Onboard Credit (OBC) or Discount per Stateroom Interior & Balcony, Mini-Suite Oceanview & Suite $50 $100 $150 $200 $250 $300 No Onboard Credit, 3% discount off the fare Reduced Deposit per Stateroom UK (GBP) £150 £150 £150 5% of cruise fare Passengers must make their nationality known at time of booking. Loyalty Programmes The Princess Captain‟s Circle Programme rewards Past Passengers after they have complete one cruise on any Princess ship. After they have completed their first Princess Cruise, UK guests will also have the cruise history of P&O Cruises and Ocean Village count towards their loyalty level. There are 3 tiers: 1. Gold 2nd to 5th Cruise Special Savings, Quarterly Magazine, Standby Programme, Circle Savings Account, Free Cruise, Photo Contest, Access to a Circle Host, Onboard Events, benefits card, Princess Passport 2. Platinum 6th to 15th Cruise or 50-149 cruise days Same benefits as Gold plus Internet Café Credits, Platinum Disembarkation Lounge & Complimentary Cruise Atlas. 3. Elite 16+ Cruises or 150+ cruise days Same benefits as Platinum plus complimentary shoe polishing, laundry and dry cleaning services, priority tender embarkation, priority disembarkation, 10% boutique discount, complimentary wine tasting, complimentary mini-bar set up, deluxe canapés, upgraded stateroom amenities, traditional afternoon tea in stateroom. 10 CRUISE SALES PROGRAMME: Overview Benefits Princess offers promotions that provide a special incentive for agencies to use for Cruise Sales. A “Cruise Sale” is the term used for any event given by a Travel Agent designed to generate cruise bookings or prospects. Cruise sales can be used for FIT or group sales. A group is not required in order to launch a cruise sale. The Cruise Sales programme for 2013/2014 will be as follows: One onboard value booklet per person (worth up to $325 USD). o 15% off Opus One Wine o $5 off Maitre D‟/Sommelier Wine Club Seminar o 10% off fine jewellery or gifts in the boutiques o $10 off a single purchase of $100 or more in the boutiques o $40 off Exotic Lime & Ginger Salt Glow with Massage at the Lotus Spa o $40 off Exotic Aroma Stone Therapy at the Lotus Spa o $35 off an OxyDermy facial o Free Metabolism test at Lotus Spa (worth $35) o 50% off Scenic Photo Album package o 50% off Digital Print Services o Buy One, Get One Free on Princess Collector‟s Edition DVDs o Buy One, Get One Free – Tournament Entry in the casino o 15 minutes FREE in the internet café o $10 off frame purchase at the Art Auction The programme includes a reduced deposit of £50 (Note that for the World Cruise and 45+ day segments, the deposit will be 5% of the cruise fare) Parameters Set Up Agents may hold two Cruise Sales per quarter, up to six per year. The promo code for the Cruise Sales programme is CN1 Cruise Sales are combinable with group amenities. Standard cruise sale is 7 days Not applicable to third/fourth berth passengers. Singles will receive one onboard value booklet. Cruise Sales are combinable with the Onboard Sales programme. Agents can use POLAR Online to set-up Cruise Sales and track results of these events. 11 SECTION B: GROUP POLICIES & PROGRAMMES 12 UK TRAVEL AGENT’S GROUP PROGRAMME Overview Princess Cruises enables UK agents to promote their cruises with confidence by removing some of the risks associated with space and pricing availability in the open market. This is done through our UK Travel Agent‟s Group Programme which offers: Guaranteed inventory – a contracted space allotment Guaranteed pricing – for beds sold from the contracted allotment Amenities – offering added benefits and an element of exclusivity for each agency Free berths – one for every 16 passengers booked on qualified promotions (max of 5 berths). Agents can create and tailor their groups with ease using Polar Online and are encouraged to promote with the amenities through a variety of media. Guaranteed Inventory Princess Cruises will guarantee a minimum of 10 beds for each group created. This space is subject to recall per the policies below but requires no deposit for up to 16 beds. Agents may, if they choose, opt to hold more than 16 beds (up to a maximum of 100 beds on any single group – see below for details) provided they pay a deposit for that space. This is called a “Bulk Deposit” and details can be found on the next page. When booking from the allocated space, passengers are still able to choose their stateroom at time of booking (provided they are not booking a guarantee promotion). Guaranteed Savings Whatever the size of the guaranteed allotment (up to a maximum of 100 beds), Princess will also guarantee the fare for those beds. The fare for grades sold outside of the contracted allotment will be the prevailing rate. Group Lead-in Fares for each grade type are the same as Early Booking Fares. However, since group fares are reserved for higher grades within each grade type, agents receive up to a threegrade upgrade compared to the lead-in open market Early Booking Fare for the same grade type. Once an allotment is sold, Agents can continue to sell into their group categories at the group rate on a space available basis. Most subsequent lower publically available fares outside of Final Payment will combine into the group if a passenger qualifies so agents can keep track of their bookings for the purposes of dining etc. Once inside of Final Payment, select promos may not combine into groups and will not be used to calculate free berths. Definitions Group Pricing Advantage Example: Up to 3 Grade upgrade FIT Grade (sample) ID: £1,563 IE: £1,531 IF: £1,499 Group Grade (sample) ID: £1,499 A group is defined as 10 or more passengers booked by a single agency location on a single sailing. Agencies that are part of a chain who wish to sell groups through multiple branches may set up a multiagency group only by calling their Complete Cruise Solution representative. Multi-agency groups do not qualify for consolidated free berths and remain bound to the standard single location policies outlined in this document. Free Berths For voyages 6 days or longer, groups receive one free berth for every 16 passengers booked on qualifying promotions – up to a maximum of 5 for any single group. These are known as Tour Conductor places and are not provided on voyages less than 6 days. The value of a tour conductor berth is calculated as an average of the net fare paid by the 16 passengers booked in the group. Tour conductors are earned for each agency location and cannot be consolidated across multiple retail branches or office locations. If an agency has both a cruise and cruisetour group on the same voyage, any excess cruisetour group bookings not used to qualify for a cruisetour free berth will apply towards the cruise only group free berth count. This is not applicable in reverse: residual cruise only bookings do not count towards earning cruisetour free berths. 13 Amenities Each Princess cruise offers a set number of amenity points as part of the Travel Agent‟s Group Programme. These points can be used to „buy‟ amenities to customize each agency‟s group. The consumer amenities are protected for bookings made on qualified promotions even if the minimum group size is not met. Amenities are only applied to lower berth passengers. Below is a summary of the available amenities for the 2013-14 Programme, along with their point values. Amenity Description Bottle of wine at dinner (per stateroom) Photo (6x8) (per stateroom) $10 Shipboard Credit (per stateroom) $25 Shipboard Credit (per stateroom) $50 Shipboard Credit (per stateroom) $75 Shipboard Credit (per stateroom) Assorted Canapes (once per stateroom) Points Value (Varies by Cruise Duration) Duration 6-8 days Duration 9+ days 2 1 1 1 1 1 2 2 4 3 6 5 1 1 Code GWB GP1 GS1 GS2 GS3 GS4 GCH The number of amenity points available on each cruise can be found in the Programme Release and varies over time. Although amenity points are subject to change at any time, our intention is to reduce them according to the same schedule as the group recall dates (see next page for details). Groups taken out before the first recall date on a voyage will receive up to the initial amount of amenity points shown in the programme release. After the first recall date, the number of amenity points will be reduced. Groups taken out after the second recall date will not receive amenity points. All group amenity points that are unassigned 70 days prior to departure will be forfeited. Number of Groups Agents may establish one group per ship, per trade, per month of sailing. Cruisetour allocations are incremental. For World Cruises, agents may take out one full world cruise group and one group per segment, limited to six groups amongst the full world cruise and segments. Group Size The maximum allotment size covered by our standard policies is 100 beds on most ships – except on Pacific Princess, Ocean Princess and all Alaska Cruisetours where the maximum allotment size is 32 beds. In circumstances where an agent wants more than 100 beds (up to a maximum of 200 beds), this will be allowed provided the agency has sold at least 50% of the original allotment. Bulk Deposit There will be a £15 deposit per bed required for groups of between 18 and 100 beds. This group bulk deposit is required 30 days from date the contract is created. Non-payment of the bulk deposit will automatically reduce the allotment to the maximum size allowed without a deposit. Net Rates Group Onboard Venues UK agents with the appropriate ATOL licensing will have access to Net Rates on Princess Cruises. Net Operators may establish up to 16 groups per month, across all ships and trades. Net Operators may only advertise a cruise as part of the sale of a holiday package which includes a cruise and air, at a minimum. Net Rates for the Cruise element of the package must not be disclosed to the consumer at any stage. Net Operators must use the Group Programme which will guarantee inventory and lock in the Net Rate discount for their allocation. Normal group policies, including group size, recall dates, etc will apply. The Net Rate discount on each cruise varies and is subject to availability when the group allocation is blocked. Net Rates cannot be used towards earning a Tour Conductor (Free Berth) place and are not combinable with group amenities. Tour Operators booking with Net Rates will follow the standard deposit, final payment and cancellation terms. Net Rates will continue to be non-commissionable. Flight Select will not be available for purchase with Net Rates. Travel Agents can reserve venue space for groups by calling reservations immediately after voyages open for sale. Reservations are able to accommodate venue requests, provide venue options, and reserve venues within a few days of the request. Note, at final payment, the venue confirmation is subject to the group's conversion rate (if more or less beds are sold than were originally reserved). 14 Recall Schedule Group space is subject to recall at three points in the selling cycle (see table below for details). The recall schedule is as follows: Sailings of less than 30 days Sailings of 30 days or more (excluding World Cruise & Segments) World Cruise segments up to 44 days World Cruise and segments 45 + day 1st Recall 180 Days Prior to departure 2nd Recall Final Recall 150 120 210 240 270 180 210 240 150 180 210 For Europe sailings departing in April & May and for Alaska sailings departing prior to June 15 th, the first recall will be December 15 and the second (and final) recall will be the earlier of Jan 15 or Final Payment. While unusual, Princess reserves the right to recall part or all of an allotment at any time. For Europe sailings departing in April & May and for Alaska sailings departing prior to June 15th, the first recall will be December 15 and the second (and final) recall will be the earlier of Jan 15 or Final Payment. The amount of space recalled at each interval is a function of how many beds have been sold at each recall date. The following schedule shows what % of space will be recalled at each interval. % of (remaining) allotment to be recalled First Recall Second Recall Third & Final Recall Group Category Summary No beds Sold 1-50 beds sold 100% 100% 100% 50% 50% 100% More than 50 beds sold 0% 0% 100% Ship Inside Categories Oceanview Categories Balcony Categories Mini-Suite Categories Suite Categories Royal Princess IB-ID N/A DB-DD & DW BB-BD & BW MB, MC N/A Caribbean, Crown, Emerald & Ruby Princess IB-ID OB-OF & OW BB-BD MB, MD N/A Coral & Island Princess IB-ID OC-OE & OW BB-BD MB, MD N/A Golden, Grand & Star Princess IB-ID OC, OE-OF & OW BB-BD MB, MD N/A Diamond & Sapphire Princess IB-ID OC, OF & OW BB-BD MB, MD N/A Dawn, Sea & Sun Princess IB-ID OC-OF & OW BB-BD N/A N/A Ocean & Pacific Princess IB-ID OC, OF BB-BD MB, MC N/A 15
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