How It Works — Booking Path 2

Phone Booking

How your call center agents introduce Ship&Play and hand guests off to our Concierge team for a seamless booking experience.

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Ship&Play Cruise Concierge

Our Concierge team books on the guest's behalf over the phone. Call center agents can introduce the service and either transfer the call or send an intro email.

Cruise Concierge Direct Line
(855) 566-2085
Mon–Fri
9am–7pm ET
1

Agent Introduces Ship&Play

During a pre-cruise or booking call, the agent mentions the luggage shipping service. Example script: "Did you know you can have your luggage shipped directly to your stateroom? You'd never have to check a bag at the airport. Want me to connect you with our Ship&Play Concierge team?"

2

Hand Off to Ship&Play Concierge

Two preferred handoff methods:

  • Email intro (preferred): While on the call, send an intro email to concierge@shipplay.com with the guest CC'd. Include the guest's name, sail date, and cruise line. The Concierge team follows up within the hour.
  • Give the direct line: Share (855) 566-2085 with the guest and let them know to mention that [your cruise line] sent them. This ensures their partnership rates and attribution are applied automatically.
The email intro is the preferred method — it gives the Concierge team context before the call and ensures a smoother booking. See the SOP page for the ready-to-use email template.
3

Concierge Books on Guest's Behalf

The Ship&Play Concierge team handles everything: collects the guest's pickup address, sail date, bag types, and payment. The guest never needs to touch the website.

4

Confirmation & Welcome Packet

After booking, the guest receives a confirmation email with their order number and tracking info. The Concierge team mails a Welcome Packet with pre-printed labels to the guest's home.

Quick Reference: Agent Script

Use this language when mentioning Ship&Play on a call:

"We've partnered with Ship&Play to offer a luggage shipping service so your bags travel directly to your stateroom. You won't have to check any bags at the airport. It's [price per bag] each way. Would you like me to connect you with their Concierge team to set that up?"