PRINCESS CRUISES CAPTAIN S CIRCLE

Transcription

1 July 2013 Update All information is considered correct at date of publishing. We always provide the most current information at princess.com or at

2 INTRODUCTION The Princess Cruises Captain s Circle program was developed to recognize, reward and ultimately thank loyal passengers for choosing to consistently sail with Princess. Princess is committed to provide their Members with the quality and service that is expected from Princess Cruises. Together, you and Princess can continue to utilize the Princess Cruises Captain s Circle as a mechanism to help you secure these Members as clients for future bookings.

3 INTRODUCTION Princess Cruises has created a tiered membership program in which many unique benefits are offered. The benefits offered by our Captain s Circle program are based on the requests of our loyal passengers! We have made the effort to create a program that rewards our loyal passengers with tangible benefits that they can enjoy onboard. Princess offers more benefits with better value! These benefits are earned faster than equivalent benefits from other cruise lines.

4 INTRODUCTION Princess Cruises continues to be a leader in past passenger programs. On average, 50% of all passengers per voyage have previously sailed with Princess - up to 90% on some. 77% say they will sail with Princess again. 79% say they would refer Princess to their friends. In a given year, 132,000 of Princess passengers are sailing on their 6 th + voyage! Based on passenger feedback, Princess continues to receive high marks in Crew Friendliness and Overall Satisfaction with the cruise!

5 PROGRAM BASICS Membership Who s eligible? Registration is effortless it requires no membership fees and passengers are enrolled automatically upon completion of their first Princess cruise. To become a Member of the Captain s Circle, passengers need to meet the following criteria: Complete at least one voyage with Princess Cruises Must be 18 years of age or older

6 PROGRAM BASICS Membership Tiers Four Levels of Benefits Gold Membership Tier achieved with automatic enrollment after 1 st completed cruise. Ruby Membership Members sailing on their 4 th or 5 th cruise or on their next cruise after the one on which they completed their 30 th cruise day. Platinum Membership Platinum benefits are given to Members sailing on their 6 th 15 th cruise or on their next cruise after the one on which they completed their 50 th cruise day. Elite Membership Elite benefits are given to Members sailing on their 16 th + cruise or on their next cruise after the one on which they completed their 150 th cruise day.

7 *Multiple cruise credits (for those who book and sail in a full suite and/or pay the exclusive occupancy fare and travel alone in their cabin) are effective for sailings that began on or after December 7, Cruises only, and not cruise days, are multiplied. PRINCESS CRUISES CAPTAIN S CIRCLE PROGRAM BASICS Membership Tiers Four Levels of Benefits (cont) Princess Cruises recognizes completed voyages/credits OR completed days whichever is most beneficial to your clients. We re proud to reward both those who sail on many short voyages and those who sail less frequently but enjoy longer cruises! Passengers who book a full suite (mini-suites excluded) receive credit for two cruises.* Passengers who pay exclusive occupancy fares receive credit for two cruises for categories up to mini-suites and receive credit for three cruises for full suites!*

8 PROGRAM BASICS New Members Components include: Welcome to Princess Cruises Reception A special meet-andgreet open house with fellow passengers to answer first timers questions about cruising with Princess and introduce them to the Captain s Circle program. Princess Cruises Captain s Circle Passport and Destination Stamps are given out at the reception as a special gift. Welcome letters with information about benefits are distributed towards the end of the voyage.

9 benefits

10 GOLD MEMBER BENEFITS OVERVIEW As Gold Members, your clients will enjoy the following benefits: Special Launch Savings/Reduced Deposit Preferential pricing offers Princess Cruises Captain s Circle magazine and enewsletter Access to the onboard Captain s Circle Host and the shoreside Captain s Circle Help Desk phone line. Members-only onboard events Princess Passport and Gold Member pin Circle Center Online Member Profile Standby Program Referral Rewards* Circle Savings Account *Travel Agents and their immediate family members are not eligible for Referral Rewards at any Membership level.

11 BENEFITS ALL MEMBERSHIP LEVELS Princess Cruises Captain s Circle Launch Savings Savings Members who book early can enjoy exclusive Princess Cruises Captain s Circle Launch Savings of up to $100 per person off their cruise fare (for the first two passengers in the stateroom). Program is open to Circle Members at all membership levels! Savings amount varies by ship s itinerary, stateroom category and cruise length Savings can be combined with Launch Fares, group rates, regional promotions and past passenger discounts Plus, once booked, if a lower fare for which a Member qualifies and requests becomes available, the discount will automatically combine with the lower fare!

12 BENEFITS ALL MEMBERSHIP LEVELS Princess Cruises Captain s Circle Launch Savings (continued) Please note the following expiration dates: August 31, 2013 for Alaska and Europe 2014 sailings July 31, 2013 on May October 2014 Sea & Dawn Princess (excluding World Cruises and World Cruise segments) July 31, 2013 for the Australia-based program Dawn Princess World Cruise and World Cruise segments December 31, 2013 for Fall 2014 sailings March 31, 2014 for all Spring 2015 sailings Reduced Deposit Members who book early are also eligible for a reduced deposit of 50% of the standard deposit, for all cruises, excluding World Cruise voyages and voyages of 45 days or longer.

13 GOLD MEMBER BENEFITS Preferential Pricing Offers Princess regularly sends special offers to select Members who have indicated a preference. These offers encourage Members to book via their preferred agency. Princess will not send mail or to anyone who requests to no longer be contacted. You can quote Member exclusive offers via POLAR Online or the telephone, but you must provide your client s Member Number to ensure they receive the applicable promotions.

14 GOLD MEMBER BENEFITS Princess Cruises Captain s Circle Magazine Sent to all Members (US & Canada) who have sailed in the last 3 years. This full-color publication features articles on destinations, Princess fleet of ships, onboard facts, the crew, and special Member Offers. As a participant of the Academy, Princess will send you a copy of the magazine! You ll find it to be a useful tool when communicating offers to your clients.

15 GOLD MEMBER BENEFITS Princess Cruises Captain s Circle enewsletter The enewsletter is sent throughout the year to Members who indicate that they would like to be contacted via . As a supplement to the magazine, the monthly enewsletter informs Members of updates to the loyalty program, ship information, onboard products, and special Member offers. Encourage your clients to provide their address to Princess. It helps to ensure that they receive the enewsletter along with any other offers! As an Academy participant, you will also receive the enewsletter to help you keep well-informed of any special offers for which your clients may qualify!

16 GOLD MEMBER BENEFITS Onboard Captain s Circle Host A Captain s Circle Host is onboard every Princess vessel. The Captain s Circle Host is onboard throughout the voyage. They have daily desk hours during which they can assist passengers with questions about their cruise history, Member benefits and other Captain s Circle related inquiries. The Circle Host has full system access to make any changes and resolve any issues your client may have onboard. This is another way Princess is dedicated to ensure that your client is able to escape completely!

17 GOLD MEMBER BENEFITS Captain s Circle Shoreside Help Desk FPO The Captain s Circle Help Desk is staffed by our shore side loyalty team. They can be reached by calling PRINCESS and pressing 7. Assists Members with anything related to their Captain s Circle account Provides answers to Members questions regarding their Membership in the Princess Cruises Captain s Circle Direct your clients to the Captain s Circle shoreside Help Desk before and after their cruises to get them immediate answers regarding their Captain s Circle membership and save you your valuable time.

18 GOLD MEMBER BENEFITS Members-only Onboard Events Exclusive events for our Captain s Circle Members, hosted by the ship s Captain, are held onboard all voyages of 6 days or longer.

19 GOLD MEMBER BENEFITS Princess Passport Passengers sailing on their first Princess Cruise will receive their Princess Passport and their collectible Destination Stamp for that voyage when they attend the Welcome to Princess Cruises Reception. Passports and Destination Stamps can also be obtained from the Captain s Circle Host during desk hours onboard. On each subsequent Princess voyage, all Members receive a collectible stamp to place within their Princess Passport featuring the destination of their current sailing.

20 GOLD MEMBER BENEFITS Captain s Circle Member Number First-time passengers will receive information regarding the Captain s Circle program in their stateroom towards the end of the cruise. This information will include their Captain s Circle Member Number. On all Princess offers, the Member Number can be found on the address panel. The Member Number is crucial when booking future cruises, as it enables your clients to receive any past-passenger offers for which they are eligible. You can also retrieve your clients Member Number (CCN) by providing their name and address via POLAR Online or by phone.

21 GOLD MEMBER BENEFITS Circle Center Online Members have the ability to access the Circle Center via princess.com/loyalty. Your clients can create a Member Profile and sign up for other online benefits. We will review the Circle Center in depth later in this course.

22 RUBY MEMBER BENEFITS OVERVIEW Ruby is the newest tier added to the Captain s Circle program. As Ruby Members your clients will enjoy the following benefits: All Gold Member benefits plus: Exclusive shoreside access to the Captain s Circle Help Desk phone line Upgrade to Princess Platinum Vacation Protection 10% Discount off the purchase of our Reflections DVD onboard Ruby Member Pin

23 RUBY MEMBER BENEFITS Captain s Circle Help Desk Phone Line Exclusive Shoreside Access to the Captain s Circle Help Desk Phone Line Ruby Members will receive the exclusive shoreside phone number to access the Captain s Circle Help Desk. Previously provided to our Platinum and Elite Members, this number will quickly route your call through to the Captain s Circle Help Desk to discuss cruise history, Member status and benefits.

24 RUBY MEMBER BENEFITS Upgrade to Princess Platinum Vacation Protection SM When Members purchase the standard Princess Vacation Protection plan, they are automatically upgraded to Princess Platinum Vacation Protection at no additional cost to them. Princess Platinum Vacation Protection provides twice (2x) the coverage of the standard Vacation Protection. $25K increases to $50K Emergency Evacuation/Repatriation $10K increases to $20K Accident/Medical $1500 increases to $3000 Baggage Future cruise credit increases to 100% of cancellation fees with Platinum Vacation Protection under our cancel for any reason benefit! Earn 10% commission on the sale of Princess Vacation Protection. And, as an additional revenue opportunity for you, we ll protect the total booking s override commission in the event of a cancellation.

25 RUBY MEMBER BENEFITS Reflections DVD Discount 10% discount when purchasing our Reflections DVD onboard. Ruby Members will receive a 10% discount onboard when they purchase our Reflections DVD. The Reflections DVD is filmed live during the cruise and is a great souvenir.* *Where available. Cannot be combined with any other promotion. World Cruises excluded.

26 PLATINUM MEMBER BENEFITS OVERVIEW As Platinum Members, your clients will enjoy the following benefits: All Ruby Member Benefits plus: Platinum Member pin Preferred Check-In Credit towards Internet Café Packages Platinum Disembarkation Lounge Complimentary Cruise Atlas

27 PLATINUM MEMBER BENEFITS Preferred Check-In These special Members can use the shoreside Preferred Check-In Desk to expedite embarkation. Available to Platinum Members and their family and/or guests. May not be available in all ports. You will find that your clients will enjoy this special benefit as they have the ability to bypass the lines within the general boarding area.

28 PLATINUM MEMBER BENEFITS Credit Towards Internet Café Packages Platinum Members will enjoy an Internet credit to be used on the computers in the Internet Café or wireless Internet on their personal wireless device. Voyage Length Minutes 7 days or less days days 500 This is a Member favorite no other cruise line offers so much complimentary Internet access!

29 PLATINUM MEMBER BENEFITS Platinum Disembarkation Lounge To make the most of the last morning onboard, Princess provides our Platinum and Elite Members with the use of the Platinum Members Lounge. Hosted by the Captain s Circle Host, this onboard lounge is dedicated to the comfort of our more traveled Members. Light refreshments and reading materials are provided while awaiting disembarkation.

30 PLATINUM MEMBER BENEFITS Cruise Atlas Each year, the new Cruise Atlas is mailed to Members. This complimentary brochure features an overview of all the exciting cruise and cruisetour itineraries. A great resource - it s an in-home assistant for planning future Princess voyages! As an Academy participant, you will also receive the Cruise Atlas at the same time as your Platinum clients. Upon receipt, contact your clients to discuss which itineraries interest them!

31 ELITE MEMBER BENEFITS OVERVIEW As Elite Members, your clients will enjoy the following benefits: All Platinum Member Benefits Elite Members receive three unique benefit packages while onboard - Preferred Services - Elite Discount - Preferred Amenities These Princess-exclusive benefits are unmatched in the industry, and just one additional way we show your more-traveled clients how much we appreciate them!

32 ELITE MEMBER BENEFITS Preferred Services Package Complimentary services include: Professional cleaning Laundry services Shoe polishing Priority Ship to Shore Tender Embarkation Elite Members simply present their Elite Card at the tender embarkation area and are then directed to board the next available tender. Priority Disembarkation Elite Members may select from a disembarkation group most convenient to them.

33 ELITE MEMBER BENEFITS Elite Discount Package 10% off all boutique purchases onboard Members simply present their cruise card to receive the discount there are no restrictions on purchases. Complimentary Grapevine Wine Tasting* Elite Members will receive an invitation to this special event. A $9.50 value per person *For passengers 21 and over. Complimentary Grapevine wine tasting is one per cruise, per Elite Member.

34 ELITE MEMBER BENEFITS Preferred Amenities Package Complimentary one-time mini-bar setup in their stateroom.* The mini-bar will be set up at embarkation with a variety of miniature bottles of liquor, cans of beer, soda and bottled water. Members who wish to exchange items in the standard mini-bar may contact Room Service onboard to determine their options. Complimentary deluxe canapés. An exquisite selection of deluxe canapés are created by the Chef and can be requested on formal nights. *For passengers 21 and over. Complimentary mini-bar setup is one time only, per Elite stateroom.

35 ELITE MEMBER BENEFITS Preferred Amenities Package Upgraded Stateroom Amenities Regardless of stateroom type, Elite Members stateroom bathrooms are stocked with the upgraded amenities normally reserved only for Suite guests. Complimentary Traditional Afternoon Tea Members can sit back, relax and enjoy a soothing cup of tea and accompaniments. Served upon request in the Member s stateroom between 3:00 pm - 4:30 pm.

36 FREQUENT TRAVELERS Most Traveled Passenger Awards, Loyalty Commend Onboard Credit & Most Traveled Passenger Luncheon/Party The more our Members sail with Princess, the more benefits they ll receive, and for our most-traveled passengers, the sea s the limit. Loyalty Commend Onboard Credits are offered to Members who are sailing on their 21 st Princess cruise and beyond. Each household is awarded a $ credit to spend onboard, depending on the number of completed cruises.* On all voyages of 7 days or more, the Captain hosts a private luncheon or cocktail party for the top 40 Most-Traveled Passengers. While the guest list varies from voyage to voyage depending on the number of Elite or Platinum guests, the event itself is always a special memory for those in attendance. The Executive Chef prepares a special menu for these Members, who are also able to meet and visit with many of our Senior Officers. *Loyalty Commend Onboard Credit is applied per household, rather than per person. For example, husband & wife traveling in one cabin who have both completed 25 cruises receive one onboard credit of $25 to share.

37 FREQUENT TRAVELERS Most Traveled Passenger Awards & Luncheon/Party (continued) Our top three Most-Traveled Passengers are recognized during the Captain s Circle Member s Cocktail Party. The lucky recipients receive a destination crystal depicting the itinerary on which they are currently sailing, along with a bottle of champagne.* *Most-Traveled Passengers are determined by their number of cruise days. In case of a tie in cruise days, the passenger with the highest number of cruises will be recognized.

38 BENEFITS ELIGIBILITY A Word about Benefits Eligibility Benefits are not transferable and may not be given to family members. Benefits apply only to the individual who actually sails with Princess Cruises, regardless of who paid for the voyage. To ensure that your clients receive the benefits they have earned, you must supply their Princess Cruises Captain s Circle Member Number when booking their cruise. This will enable them to take advantage of any Member offers, as well as ensure that they receive their benefits while onboard their cruise.

39 Circle Center Online

40 CIRCLE CENTER ONLINE The Circle Center can be accessed via princess.com/loyalty. It is designed to allow registered Members to communicate their preferences to Princess, as well as take advantage of unique online benefits! Features Include: Member Profile Contact Details & Personal Information Cruise History Vacation Information Onboard Preferences StandBy Program Circle Savings Account (CSA) Referral Rewards

41 CIRCLE CENTER ONLINE Member Profile The Member Profile is the core of the Circle Center. By completing their profiles, your clients will make the most of their Membership in the Princess Cruises Captain s Circle! Contact Details & Personal Information Your clients will be sure to receive the most recent info on Member offers, exciting news at Princess, and all Member communications when they keep their contact information up to date. Cruise History Your clients can track their cruise history with Princess in the Circle Center. As they continue to book with Princess, they ll move closer and closer to the next level of Membership!

42 CIRCLE CENTER ONLINE Member Profile (continued) Vacation Information When your client completes this section of the Circle Center, we will be sure to send them information and offers, based on their desired travel destinations. In these offers, we ll always encourage them to book via their Travel Agent. Onboard Preferences Here your clients can make note of medical conditions, dietary restrictions and special requests.

43 CIRCLE CENTER ONLINE The StandBy Program The StandBy Program notifies Members of last-minute stateroom availability on sailings departing from the ports they have chosen. Members are notified via when offers become available. Registration at The Circle Center is required in order to sign up for the StandBy program. StandBy offers can be booked through you!

44 CIRCLE CENTER ONLINE Referral Rewards This program offers fare discounts for referring new passengers to Princess. Members (US & Canadian) and referred passengers (US & Canadian) both receive a discount! When your client refers a new customer to Princess, both your client and their referral will receive $25 off their cruise fare. Registration at The Circle Center is required in order to use the Referral Rewards. Please note that travel agents and their immediate families are not eligible for the Referral Rewards program. Your clients referrals can become your future clients when you market the Referral Rewards program to your client base.

45 CIRCLE CENTER ONLINE Circle Savings Account (CSA) The Account will show any cruise fare credits and/or onboard credits with applicable expiration dates. Credits include any Referral Rewards earned, Passenger Claims, Deposit Credits and more. When the Member Number is placed on the booking, the credits are automatically applied (except reduced deposit). Customer registration is required at princess.com to access an Account. Encourage your clients to periodically review their CSA to ensure they re taking full advantage of their Princess credits.

46 review

47 REVIEW Congratulations! You have completed the Princess Cruises Captain s Circle course material. Please review a few of these major points of the program and then continue on to the quiz. The Princess Cruises Captain s Circle program was designed to recognize and reward loyal passengers. Princess offers more benefits than any other cruise line in the world. Princess offers more benefits with better value. Princess benefits are earned faster than equivalent benefits from other cruise lines. Princess offers four tiers of benefits - Gold, Ruby, Platinum & Elite. The Circle Center Online allows passengers to update their member profile, sign up for the StandBy Program, refer friends and family members with our Referral Rewards Program and utilize the Circle Savings Account.