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Dear Valued Travel Agent, Complete Cruise Solution is pleased to ...
Dear Valued Travel Agent, Complete Cruise Solution is pleased to announce another step towards achieving customer service excellence. From Monday 10th December, 2007 the collection of name(s) for all passengers as per passport, date(s) of birth for all passengers and at least one contact telephone number will become mandatory for each passenger in every booking across these brands: P&O Australia, Princess, Cunard and P&O UK. This information is necessary whether the booking is made through Reservations or using our online booking tool, Polar Online. Complete Cruise Solution has found that booking forms, or Cruise Personaliser, are not being completed until later in the booking process, which sometimes causes unnecessary problems. To ensure the highest level of customer service is provided it is important that information is captured correctly at the booking’s initial stages. The collection of the date of birth enables us to ensure that age category limits are not exceeded and names as per passport alleviates the possibility of fees and charges for name changes and air requests. The move to mandatory collection of information at time of booking is being driven by a number of reasons: 1. Passenger name as per passport Governments around the world are changing their requirements for entry and exit travel documentation. Some countries in the Asia Pacific region are denying entry to passengers if the name on their passport is not consistent with the name on their travel documentation. To ensure passengers have the opportunity to take advantage of all ports of call, it is essential that the name that appears on their travel documentation is consistent to the name that appears on their passport. 2. Date of Birth The correct date of birth for every passenger traveling must be supplied, this includes infants and children. Capturing of this information has a two-fold effect, firstly it allows us to understand the demographics of your passengers better which means we can provide services and entertainment appropriate to that age group onboard. It also ensures that there are no surprises close to sailing when days / months make all the difference for kids’ availability. 3. Contact Telephone Number A current telephone number must be provided for at least one of the passengers in the booking. Ensuring we have a telephone number for at least one passenger in the booking improves our ability to communicate important information to your passengers particularly when time is crucial. If a booking has been made through Reservations you can still access this same booking on Polar Online to change any details. For more information on using Polar Online please don’t hesitate to phone the Help Desk on 1300 653 819. Please check your invoices carefully. It is the Travel Agent’s responsibility to ensure passenger’s names, ages and dates of birth are correct on the invoices. In line with the continued commitment to our passenger’s security and safety on all our ships, from March 2008, the collection of address detail(s) will become mandatory for all passengers in all bookings across all brands hosted in Polar Online (P&O Australia, Princess, Cunard and P&O UK). From Tuesday 1st January, 2008, fees and penalties will apply for changes to name(s) and date(s) of birth, as per the following policy. This is applicable to P&O Australia and Princess Cruise Australia (Sun and Dawn Princess) only. P&O Cruises reserves the right not to accept replacements passengers for bookings in any grade of accommodation. All requests are subject to approval. One original passenger must remain on the booking at all times. An administration fee of AUD100.00 per person will apply for each replacement passenger accepted after deposit has been received. Any corrections/alterations to the passenger name or date of birth after deposit is received are subject to a AUD50.00 per person charge on each occasion. Additional charges may apply where changes are required to an air booking made with P&O Australia and Princess Cruise Australia (Sun and Dawn Princess). In continued commitment to our passengers’ security and safety on all our ships, from March 2008, the collection of address detail(s) will become mandatory for all passengers in all bookings across all brands hosted in Polar (P&O Australia, Princess, Cunard and P&O UK). To ensure the highest level of customer service is provided, it is important that passenger’s information is captured correctly at time of the booking. This information will ensure a smoother booking process, customer’s satisfaction and we hope this will help with many future sales. Happy Selling! Your Complete Cruise Solution Team
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