← Onboarding
Call Center

Call Center

Handoff scripts, email templates, and escalation paths for guest-facing teams handling Ship&Play inquiries.

A
How to Introduce Ship&Play on a Call

When a guest asks about luggage or mentions airport stress, this is the moment. Keep it brief — frame it as a service, not a sales pitch.

Suggested intro script

Use this when a guest is booking a sailing, asking about pre-cruise logistics, or mentioning they have a lot of luggage:

"We've partnered with Ship&Play to offer luggage shipping directly to your stateroom. You'd never have to check a bag at the airport — your bags go from your front door to your cabin. It's [price per bag] each way. Want me to connect you with their Concierge team to set that up?"

Handoff options

⭐ Email Intro (Preferred)

While on the call, send an intro email to concierge@shipplay.com with the guest CC'd. Include their name, sail date, and cruise line. The Concierge team responds within the hour and books everything.

See SOP B below for the ready-to-copy email template.
Share the Direct Line

Give the guest (855) 566-2085 (Mon–Fri 9am–7pm ET) and tell them to mention that [your cruise line] sent them. This ensures partnership rates and attribution are applied automatically.

B
Call Center Handoff to Ship&Play Concierge

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.

The Email Introduction

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.

Email Template — Call Center Handoff
To: concierge@shipplay.com
CC: [Guest Email Address]
Subject: Ship&Play Introduction — [Guest Name] | [Cruise Line] [Sail Date]
Hi Ship&Play Concierge Team,

I'd like to introduce you to [Guest First Name] [Guest Last Name], a valued [Cruise Line] guest who is interested in using your luggage shipping service for their upcoming voyage.

Here are the details:
- Cruise Line: [Cruise Line Name]
- Ship: [Ship Name, if known]
- Sail Date: [Embarkation Date]
- Embarkation Port: [Port City]
- Number of Bags: [Number and type, e.g. "2 checked bags, 1 carry-on"]
- Special Notes: [Any special requests or context]

[Guest Name] is CC'd on this email. Please reach out to them directly to complete the booking and answer any questions.

Thank you!

[Your Name]
[Your Title] | [Cruise Line]
[Your Phone / Extension]

Why this works

  • Concierge receives full sailing context upfront — no back-and-forth to gather details
  • Guest is CC'd and knows to expect contact from Ship&Play directly
  • Creates a paper trail for both teams and the guest
  • Guest feels personally referred — not handed to a random 800 number

Call Center Script

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.

Call Script — Guest Inquiry 
[When the guest asks about luggage shipping or shipping their bags to the ship]

"Great news — we actually have a luggage shipping partner called Ship&Play that handles this for our guests.

They'll pick up your bags from home, ship them directly to the ship, and they'll be in your stateroom when you board. You don't have to drag them through the airport or worry about them at the port.

I can introduce you directly — I'll send a quick email to their concierge team with you copied so they can follow up and take care of the booking for you. Can I get your email address?"

[Collect email, then send the email template above while on the call]

"Perfect — I've just sent you and the Ship&Play team an introduction. You'll hear from them shortly. They're great — really easy to work with.

Is there anything else I can help you with today?"

[If guest prefers to call directly instead of email intro]

"Totally fine — you can reach Ship&Play Concierge at (855) 566-2085, Monday through Friday, 9am to 7pm Eastern. Just mention [Cruise Line] sent you and they'll take care of you."

Things to avoid on the call

  • Don't quote pricing — rates vary by route and bag count; let Ship&Play quote them
  • Don't promise a specific delivery window — Ship&Play will set expectations directly
  • Don't say "I'm not sure if we do that" — Ship&Play is the official partner; the answer is yes

Alternative: Give the Direct Line

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.

C
Tracking Escalations

When a guest has a question about their bag status, follow this escalation path before escalating further.

Step 1 — Direct to Self-Service Tracking
Ask the guest for their Ship&Play order number (in their confirmation email). They can track in real time at shipplay.com/track or via the SMS updates already sent to their phone. This resolves the majority of tracking questions without further escalation.
Step 2 — Concierge Team
If tracking doesn't resolve the concern, transfer or email the guest to concierge@shipplay.com / (855) 566-2085. The Concierge team has full visibility into carrier status, port agent handoffs, and can intervene directly.
Step 3 — Operational Escalation (Sail Day Only)
For a bag that has not arrived in the stateroom on sail day, escalate immediately to Jake Case at jcase@shipplay.com. Include the order number, guest name, sail date, and ship name. Do not wait — Jake needs as much time as possible to coordinate with the port agent.
D
What Agents Get Asked Most

Common guest questions and the answers agents can give with confidence.

How far in advance does a guest need to book?

At least 3 weeks before sailing for domestic US shipments. 4–6 weeks for international. Ship&Play needs enough lead time for the Welcome Packet to arrive, for the guest to apply labels, and for carrier pickup to route through the port agent buffer.

What if a guest doesn't have a printer?

Ship&Play automatically mails a physical Welcome Packet with pre-printed labels to the guest's home address. No printing required. Labels can also be printed from the confirmation email if the guest prefers that option.

Can a guest book after the sailing has started (disembarkation only)?

Yes — guests on board can book disembarkation shipping through Guest Services even mid-voyage, as long as there's enough time before the final night. Contact the Concierge team to confirm timing for a specific sailing.

Does Ship&Play work for guests flying into an embarkation city from abroad?

Yes. The guest ships their bags from their home address (in any supported country) directly to the port or hotel. They fly with just a carry-on and meet their bags at the port. This is one of the highest-value use cases for international guests.

What happens if a bag is delayed or doesn't arrive in the stateroom?

Ship&Play contacts affected guests proactively — before they arrive at the port. Guests are never surprised by a delay. Direct the guest to call Concierge at (855) 566-2085 or email concierge@shipplay.com. For sail-day emergencies, escalate to Jake Case at jcase@shipplay.com immediately.

How do guests track their bags?

Guests receive SMS and email updates at every key milestone. They can also track in real time at shipplay.com/track using their order number from the confirmation email.

Quick Contacts for Escalations

Print this and keep it at the Guest Services desk.

Ops / Port / Missing Bag
Jake Case
jcase@shipplay.com
Tracking & General Guest Support
Ship&Play Concierge
concierge@shipplay.com (855) 566-2085