Operational playbooks for call center handoffs, escalations, concierge coordination, and lost bag situations — everything your team needs to handle Ship&Play smoothly.
When a guest expresses interest in luggage shipping, the best practice is a warm email introduction that puts the guest directly in touch with the Ship&Play Concierge team — with full context already established.
While still on the call with the guest, compose a quick email to concierge@shipplay.com with the guest CC'd. This ensures the Concierge has full context, the guest feels personally taken care of, and the handoff is seamless — not another "call this number" brush-off.
Use this language when a guest asks about luggage shipping during a call. Keep it conversational — the goal is to get them to a Ship&Play Concierge, not to fully explain the service yourself.
Share (855) 566-2085 (Mon–Fri 9am–7pm ET) and tell the guest to mention that [your cruise line] sent them — this ensures partnership rates and attribution apply automatically.
When a guest has a question about their bag status, follow this escalation path before escalating further.
What to tell guests — and what to do internally — if a bag hasn't arrived in the stateroom or at their home.
If a delay occurs, Ship&Play contacts every affected customer directly — before they arrive and before they ask. We communicate at every step of the resolution process until the issue is fully resolved. Guests never arrive at the port to discover a delay for the first time. This proactive communication is one of the things that sets Ship&Play apart from other shipping options and from self-managed luggage problems.
In some situations, Ship&Play may assist guests with out-of-pocket expenses incurred while a delayed bag is being traced. This is handled case-by-case.
Do not reference SPP proactively or promise any specific assistance. If a guest asks about compensation, direct them to concierge@shipplay.com or (855) 566-2085 — the Ship&Play team will make the determination and communicate directly.
Ship&Play manages all port agent coordination directly. Your ship's team does not need to coordinate with any third parties — here's what to know:
Six proven touchpoints that drive guest adoption. Ship&Play provides all marketing assets and copy — your team's job is to deploy them consistently. The more touchpoints active, the higher your conversion.
Send a dedicated Ship&Play promotional email 45–60 days before each sailing. Guests are actively planning and receptive to adding services — this single touchpoint drives the majority of partner-sourced bookings.
Add a Ship&Play banner or callout module to your cruise detail pages, booking confirmation pages, and guest services section. Drives organic discovery for guests planning their voyage.
Train reservation and guest services agents to proactively offer Ship&Play on qualifying calls. A 30-second offer during the booking or pre-sail call dramatically increases awareness and conversion.
Display Ship&Play promotions on digital screens in guest service areas, embarkation lounges, and terminal waiting areas. Captures guests at the exact moment they're thinking about logistics.
Physical printed materials placed in cabins, guest service desks, and cruise directors' offices. A QR code linking to the co-branded booking page makes conversion frictionless.
Grand Voyages, World Cruises, and Premium Voyages are the highest-value opportunity for Ship&Play. Guests pack more, pay more, and have the most to gain from the service.
Flag all Grand Voyage and World Cruise bookings for a Ship&Play outreach call at 90 days pre-sail. The Concierge team will handle the rest.
If you can only activate one touchpoint, make it pre-cruise email. It drives 60% of all partner-sourced bookings.
Offer Ship&Play 45–90 days pre-sail. Too close to departure and guests can't meet shipping deadlines.
Call center agents, shore excursion staff, and concierge desks should all know the service and the co-branded URL.
Your unique URL ensures attribution, unlocks partner-specific pricing, and maintains brand consistency.
Luxury, suites, and Grand Voyage guests convert at 3× the rate of standard cabin bookings. Start there.
Ship&Play provides quarterly booking reports by touchpoint. Use them to double down on what's working.
Reach out to Ship&Play to request your co-branded URL, marketing assets, and get your activation plan in motion.
Contact Brett Noll — brett@shipsticks.com
Contact Ship&Play →Print this and keep it at the Guest Services desk.