Lost and delayed bag protocols, port agent coordination, and onboard logistics for your guest services and operations teams.
What to tell guests — and what to do internally — if a bag hasn't arrived in the stateroom or at their home.
Ship&Play actively monitors every shipment in transit. Our operations team tracks manifests, carrier scan events, and port agent handoffs in real time — identifying and resolving issues before guests are even aware. If a bag appears at risk of a delay, we contact the guest and the port agent proactively, before the sail date.
In some situations, Ship&Play may be able to assist guests with out-of-pocket expenses incurred while a delayed bag is being traced. This is handled case-by-case by the Ship&Play team.
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 with the guest.
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:
When a sailing's port of call changes for any reason — water levels, weather, security, or scheduling — Ship&Play's operations team needs to be notified immediately so we can reroute shipments and coordinate with the affected port agent.
Low water levels on rivers, adverse weather conditions, mechanical issues, geopolitical situations, or port congestion. Any of these can affect delivery windows — early notification is the single most important thing your team can do to protect the guest experience.
Ship&Play mails a physical Welcome Packet (pre-printed labels, tags, and zip ties) to all guests who book prior to their voyage. If a guest loses their labels, forgets them, or books onboard, labels are still available.
Guests receive a digital copy of their labels in their booking confirmation email. They can print from home or at the hotel. Encourage guests to print a backup copy before traveling.
Three business days before disembarkation, Ship&Play sends a manifest to the Guest Services contact on file. This manifest includes a link to print labels for all guests who booked onboard or requested a reprint. Keep this link accessible at the Guest Services desk.
Print this and keep it at the Guest Services desk.