Quick User Guide for Individual Reservations

Contents Espresso Features Overview 2 Guest Profile & Offers 3 Accessing Espresso & Find a Cruise 4 Espresso Widget 5 Espresso Booking Tool 5 Find A Sailing 6 Find A Sailing (Cont) 7 Creating The Booking 8 Reading Availability 9 Quoting 10 Navigating The Deck Plan 11 Completeing The Booking 12 Final Pricing & Reservation Summary 13 Retrieving & Amending a Reservation 14 Retrieving The Reservation 15 Navigation Panel 15 Adding/Removing Gratuities 16 View Payment & Cancellation Schedule & Extend Option 16 Request Invoices & Forms 17 Special Services/Requests 18 Singleview (Individual & Groups Side-By-Side) 19 Frequently Asked Questions 20 Booking Frequently Asked Questions 21 CruisingPower Frequently Asked Questions 24 Contact Details 27 C

Espresso Features Overiew 1

Fewer Clicks... Reservations can now be completed in 5 easy steps. Single View... Compare pricing and availablity across your existing group(s) with group prevailing rates and individual best rate side-by-side, and easily make bookings directly in to your group(s) from the single view screen. Tablet Intergration... Making life easier when you re on the run, having a coffee with a client or at an expo. Espresso has been optimised for tablets! Guest Profile & Offers... Display a customer s history, recent promotions sent to them, last cruise taken and accommodation preferences. Interactive Deckplans... Highlights available staterooms by connecting, accessible or closest to. Staterooms details with photos and layouts are all available. Group Creation & Management... Create groups from scratch, easily manage inventory, allocate/deallocate staterooms & name space all online. No need to call to manage your groups! 2

Guest Profile & Offers Once entering, or searching, for a clients loyalty number, click on the Guest Profile & Offers link during the initial search process. This will return information pertaining to: The passengers current membership tier. The cruise point values required for the next tier. Past sailing & accommodation information. Any promotional or loyalty offers that have been sent to the guest directly. Downloadable PDF s outlining Loyalty Benefits & Reciprocal Benefits for the displayed program. 3

Accessing Espresso & Finding a Cruise 4

1 Accessing Espresso... The Espresso tool can be accessed in two ways, first of all by clicking on Booking Tools and then Espresso (See Figure 1). The second way is via the Espresso Widget, which is located on the homepage of CruisingPower (See Figure 2). 2 Espresso Widget... The Espresso widget is a simplified version of the full Espresso tool. This is the quickest and most accessible way to begin an availability search, or retrieve an existing reservation. Espresso Booking Tool... Once the Espresso link has been selected from the Booking Tools drop down, the Espresso tool is loaded with the same options as the Espresso widget. By clicking on the Start Individual Reservation button it load the Find Sailing s page to being the search. 5

2 3 1 Find A Sailing... Click on the Start Individual Reservations button and the Find Sailing page is displayed. 1. Search (by clients name & D.O.B) or clients loyalty membership number based on the brand the clients wish to travel on. Guests loyalty membership details are displayed by clicking on the Guest Profile & Offers link (See Page3 for more information). 2. Choose the vacation type. If selecting Cruise + Flight, you will need to enter the Air Gateway and choose either Choice Air (flights booked via the Choice Air tool) or Traditional Air (flight promotions pre-loaded in to sailing s). 3. Enter the requested Brand & Ship, or do a wide range search by leaving the option as All Brands and All Ships. 4. Selecting the Destination & Departure Port will narrow down to specific areas or departure ports based on the brand and ship you may have selected in the previous boxes. 4 6

1 Find A Sailing (Cont)... 1. Enter the required Departure Date, if known, or select the required Departure Date by clicking on the calendar icon. This will open calendar widget. All squares that are white are departure dates. A date range search can also be done, by clicking on the Show Date Range link. 2 2. Enter the total number of guests per room required. A maximum of 4 people is allowed per reservation. This can be a combination of adults and children. Select the number of rooms you wish to book, up to a maximum of 4 rooms. You can book up to 4 staterooms of the same occupancy in up to 4 different categories at the same time. 3 If an accessible stateroom is required, please tick the check box. The system will only display accessible cabins. 3. Select a promotional qualifier if applicable. Please note that Military & Civil Service rates are not available in Australia or New Zealand. Once all data has been entered, click Search. 7

Creating The Booking 8

1 2 Reading Availability... 1. Click the Open Filter button to reveal the search information previously entered. Use the Modify button to adjust searcj criteria. Click the Close Filter button to hid the search information. 2. The Promo code box allows Promotional Codes to be entered and applied. If applicable for the sailing, the promotion will then appear in the Fare Name column in the category list. 3. The View Promotions button will display a new screen, which gives the ability to see all promotions and compare up to a maximum of two promotions in the category display. 4 3 4. The category availability area shows details about each category, the current fare being displayed, the current status of each category, the number of cabins available and the gross cabin fare (Cruise fare + Non Commissionable Cruise Fare only) A category is either: Available (AVL): Cabin # s available. Guaranteed (GTY): No cabin # s available, but will be assigned once closer to sailing. Closed (CLS): Not available. Waitlisted (WLT): Can be waitlisted. 9

2 Quoting... 1. Once a category/multiple categories, have been selected, click on the Price Quote button (bottom of the Categories page) or the Total Price (top of the Categories page) (See Figure 2). 2. Clicking Total Price allows Espresso to display the total for the category, or categories selected. The promotion driving the category is also listed below and will show for each individual category selected. 1 3 3. Clicking the Total Price or Price Quote button provides a breakdown of the fare components. 4 Gross Cruise Fare Any Discounts/Promotions applicable Non Commissionable Cruise Fare Gratuities (a.k.a Service Charges) Taxes, Fees and Port Expenses (Charges) In addition, the Agency Commission can be shown, by clicking on View Agency Commission, and directly below this any Onboard Credit amounts will be displayed. 4. This area will also display the deposit amount, deposit due date, final payment amount and final payment due date. If correct, close the pop up and click the Staterooms button (located at the bottom of the Categories page). 10

1 4 2 Navigating The Deck Plan... 1. Navigate the deck plan by selecting the specific deck, or use the cabin search functionality to narrow down results, such as cabins closest to or connecting staterooms. 2. You have the ability to see all available cabins for the categories selected on each deck. All cabins highlighted with a colour are available for selection within the Allocated Categories previously selected (see figure 4). 3. The Deck Plan Legend provides useful information for interpreting the interative deck plan. 3 4. The Allocated categories selected on the previous Categories page are displayed on the top right hand side of the page. Once a cabin number is selected, it will be displayed below the category. 5 5. Click on the cabin number to check the cabin details or to select that cabin itself. Note: White cabins will light up when holding the mouse over them. Clicking on them will provide category information only. The reason these cabins are not available is because they are for a different occupancy, different category or allocated to a booking. 11

1 Completing The Booking... 1. The review area provies you with the ability to check the cruise itinerary, other sailing or cabin availability, and change the promotion or stateroom. You can also add additional services to the booking from this menu. 2. Ensure all passenger details are completed including passport information & emergency contact information. 3. Complete the preferred dining options for all guests. The ability to Waitlist for a dining time is also possible. If a passenger knows what table size they wish to have, this can also be specified. My Family Time dining can be selected from here for children. 3 4 2 My Family Time dining allows children to be served first and quickly. Once they are finished dining the Adventure Ocean staff can pick them up, allowing the parents to complete their dining experience. 4. Reservation level options allow bedding configuration to be selected, the three choices being: Unknown: No select, deafaults to Queen bedding. Apart: Twin bedding. One Set Together: Main bed in family room together only. Together: Queen bedding. Stateroom attendants can provide assistance if bedding is incorrect onboard. 12

1 3 2 Final Pricing & Reservation Summary... 1. Deposit amount, deposit due date, final payment amount and final payment due date can be checked and confirmed before finalising your booking. 2. Pricing details displays the total gross financial status of the booking. Providing no changes have been made to the promotion, this pricing will be the same as your quote. 3. Click the Create Option button to secure your reservation. You ll be presented with the Reservation summary of the booking details, including total pricing, deposit and final payment details together with a reservation number. 13

Retrieving & Amending a Reservation 14

1 Retrieving The Reservation... Using either the full Espresso booking tool or the Espresso widget a booking can be retrieved by entering the reservation I.D. number or by entering a clients surname in to the Find Reservation box. The smart search filter will return the exact booking or 5 results matching the data entered. Important: Ensure you save any changes to a booking by clicking on the Save All Changes button once a change is made. This will ensure the change is not lost. 2 Navigation Panel... The navigation panel on the left hand side of the reservation screen is split in to three main sections - Review, Add & Manage. 1. Review allows you to review the reservation summary and itinerary, along with the ability to make changes to the existing reservation. 2. Add allows you to add or remove optional items, such as Gratuities, Special Services, Dining & Travelling With Cross References, Transfers, and Pre/Post Accommodation. 3 3. Manage allows you to Make Payments (Credit Card Only), Extend Option, Request Invoices, enter Memo s for future reference, and to view the history of changes in the reservation via the Service History. Please Note: Some items here may not be available depending on the current status of the reservation. If an item is greyed out or not showing, the functionality is not available at this time. The reasons for this are dependent on the current life cycle of the reservation (i.e. within final payment) or the status of the sailing as a whole. 15

1 Adding/Removing Gratuities... 1. Gratuities (a.k.a Service Charge) are automatically added to all reservations made in Australia and New Zealand. Gratuities are assigned to each passenger. To add Pre-Paid Gratuities click the check boxes under each of the passengers name. To remove simply click the check box under the passengers name in the Selected Options box, or alternatively click the Trash can symbol to remove for all guests. Once Gratuities have been added or removed, click Continue to proceed to the reservation summary, or click Save All Changes to save the reservation. Gratuities that are removed from the reservation pre-cruise will be added to the clients account onboard and charged in USD at the end of the cruise. View Payment & Cancellation Schedule... 2. Clicking on the Payment Schedule and Extend Option links will bring up the Payment & Cancellation schedule for the reservation. This page will display all information required to know when payment is due and when cancellation can take place before charges are made. 3 Extend Option... 3. Clicking the Extend Option button will bring up a pop up confirming the new option date. The new date can be Accepted or Declined. Only one extension per booking may be allowed, and not all reservations will be able to be extended. 2 16

1 2 3 Request Invoices & Forms... There are two versions of invoices that are available when a booking is held. Booking Offer Detail, which is automatically sent when a reservation is created and can be requested when a booking is in an Option status (no money on file). Booking Invoice, sent when a reservation is in a Booked status only (money on file & booking secured). 1. All documents listed can be requested, however most are not available until the booking has reached a Booked status. 2. Select the preferred method that a document can be sent to you (Email or Fax). 3. You can select an agent copy or guest copy, or both. 4. Once the Email or Fax options are selected the fields will become editable and allow text or numbers to be entered. 4 Click Send Form and check your emails. 17

3 Special Services/Requests... On the Special Services page notations can be entered to help us provide additional services to clients. 1. The Special Services available can be found in the drop down list (see figure 4 for list). Once one of these items is selected additional fields in the same row may become available for data, dates of total number of years. 1 4 2 2. The notes field is there to provide a short description of the event, such as Celebrate, so that at dinner dining staff will celebrate a persons birthday with a song & a piece of cake. 3. If a Special Meal request has been entered a short note in the Notes field, such as Gluten Free or Vegetarian will help with notifying the dining staff. If the dietary requirement is very specific then a follow up call to the Cruise Administration team will allow for further investigation and notation of the reservation. 4. If there is a Special Service not listed in the drop down list a call or email will need to be made to the Cruise Administration team so that proper notation of the reservation takes place. In addition a form may be sent to be completed if a passenger has a major disability and requires additional assistance, or items to be brought onboard. Please Note: Special Services should be made aware to Royal Caribbean, Celebrity and Azamara as soon as possible. There may be instances where certain food items need to be prepared and shipped to reach the ship in time for a clients sailing, or medical items will need to be delivered on embarkation day. 18

Singleview (Individual & Groups Side-By-Side) The Singleview screen shows group availability and pricing attached to an agency side by side with the individual availability and pricing. From this screen an individual booking into a group is possible. 1. Promotional groups will default in to this view. The first promotional group number displayed directly connects to the group space shown below. Clicking on the More Groups link (not shown) will give the ability to select different groups. Affinity groups need to be selected to display. 2. Two new columns now exist, the Group Allocation - Best Rate & the Group Prevailing - Best Rate. 3. Once the bullet in the Group Allocation column has been selected, space can be picked up, just like in Individual reservations. The difference is that individual bookings will be made directly in to the group space already allocated to the group. 4. Once the bullet in the Group Prevailing column has been selected, space can be picked up, just like Individual reservations. This column will also create a booking in to the group, but this will increase group space. 2 1 3 4 19

Frequently Asked Questions 20

Booking Frequently Asked Questions... 1. Are Gratuities mandatory to be pre-paid for Australian & New Zealand bookings? Gratuities are not mandatory for Royal Caribbean individual bookings made in Australia and New Zealand. Gratuities may be pre-paid or paid for onboard. The same applies for Celebrity Cruises, with exception for guests whom choose Celebrity Select dining. Grauities for Azamara Club Cruises are included in the Cruise Fare. See Page 17 for instructions to add and remove gratuities from a reservation. 2. Where can special services (special occasions, food allergies & disability information) be advised? Special services can be entered directly in to an individual reservation via the Special Services screen in Espresso (See Page 19 for further information). If a client has any specific special needs, such as additional disability information, a call to the Cruise Administration team is required. The team will provide a special needs form, which must be completed and returned as early as possible. This will provide ample time to organise and communication the requirements. Cruise Admin are contactable on 1800 754 500 (follow the menu prompts) or via email on cruiseadmin.au@rcclapac.com. 3. What does a client do when dining seating is waitlisted? If a dining seating is waitlisted, guests may be placed on the dining seating, but will only be confirmed once the seating is available. There is no way to force a guest on to the waitlisted seating other than waiting for it to become available. If dining does not clear before the guests board, they will need to see the dining team on embarkation day. 21

4. Can a cabin for a family of 5 be booked via Espresso? No, Espresso will only allow for a maximum of 4 people per reservation. For any families of 5 people or more whom wish to book a family stateroom, a call to our reservations team is required to secure the cabin(s). Once the booking s are created, multiple reservation numbers will be provided for all passengers. These bookings are not accessible via Espresso. 5. Can onboard reservations (Next Cruise, Celebrity Passages or Azamara Passages), split reservations or back to back reservations be access via Espresso? No, at this point in time all of the above reservations are restricted from access in Espresso. All amendments must be made via the reservations call centre. They are contactable on 1800 754 500 (follow the menu prompts) or via email on reservations.au@rcclapac.com. 6. What s the procedure for converting an onboard reservation (Next Cruise, Celebrity Passages or Azamara Passages) over to a clients next cruise? The onboard reservation must be converted over to the clients new cruise details. We cannot provide the benefits of the onboard reservation on a new reservation. Follow the below steps to ensure the client does not miss out: 1. Get the onboard booking transferred to your agency (email the Travel Agency Transfer form to insidesales@rcclapac.com). 2. Once transferred, contact Cruise Administration (email on cruiseadmin.au@rcclapac.com) to have the new reservation & onboard reservation merged on to the onboard reservation. 3. Ensure the clients reduced deposit and onboard credit has been applied to the onboard reservation. 4. Proceed with the onboard reservation as normal. 22

7. How can Name Changes or Corrections be done? If a booking requires a name change or correction this first should be done online via Espresso. If Espresso does not allow a name change or correction to be done or there is a re-pricing occurring, then the next step is to contact the Reservatons team to have the change made. This change could incur a fee of between AUD$50.00 - AUD$56.00 per change, depending on booking status. 8. How are refunds processed for Commissions & Overpayments, and Onboard Purchases? Booking commission and overpayment refunds will be refunded in the following ways: E-Net/Payment Gate/Smart Money/Direct Deposit: All refunds are sent back to the agency via Paymode-X. This will either be in the form of a Cheque or EFT (if set up to receive EFT). Credit Card: Commission refunds are sent back via Paymode-X as a cheque or EFT (if set up to receive EFT). Refunds for bookings will be sent back to the credit card, which was used for payment. If that credit card is de-activated, a new one will need to be provided. Onboard Purchases: As these charges are done against a clients credit card directly, the funds will be refunded back to the same card, or a new card if the only one has been de-activated. For more information about Paymode-X, please go to their website - www.paymode.com/commissionpayments 9. How can Future Cruise Certificates (due to onboard issues or cabin confinement) be applied to reservations? Future Cruise Certificates are issued when there is an issue onboard and a letter is provided by the Guest Services team. This will given an indication of compensation. The local office will then issue a physical Future Cruise Certificate with a Service Request number. When the client wishes to redeem this against a future cruise, the Future Cruise Certificate with Service Request number must be sent to fccau@rcclapac.com 23

CruisingPower Frequently Asked Questions... 1. What is the Insight Tool on CruisingPower and how do you use it? The Insight tool is built in to CruisingPower to help all agents/agencies keep track of their existing Royal Caribbean, Celebrity Cruises & Azamara Club Cruises bookings. 1 2 4 3 1. By using the drop down the individual reservations can be sorted depending on the qualifier selected. 2. By using the other available links, Insight will show all group bookings, all onboard reservations (confirmed and open), any Future Cruise Credits (indcidents onboard normally), and also a queue management tool. 3. The list of bookings will show all the details within the table and if there is any urgent items outstanding, they will be highlighted in red. 4. A agency can set up an automated report to be pushed out reflecting upcoming items on bookings based on a frequency selected. Once the qualifiers have been entered the report will flow through. 24

2. How can cruise documentation be accessed after it has been issued? Travel Documentation (e-documents) can be access via CruisingPower on the Travel Documentation page. The link is found under Booking Tools. 1. Enter the Booking ID or Group ID number in to the applicable field and hit search. The documents (if issued) will display. 2. Select from the Drop Down Boxes to reflect how to display the documents for all bookings. 3. Selecting the check box before the line and hitting the Email Selected button will allow a copy of the documents to be sent to a desired email address. 1 2 4. By clicking on either Flipbook or PDF, a different version of the documents will be opened. Flipbook provides a web based version, where the PDF will open in Adobe Acrobat and is easily printed. 3 If documents do not display, please call the Cruise Administration to get documents issued or further information. 4 Cruise Admin are contactable on 1800 754 500 (follow the menu prompts) or via email on cruiseadmin.au@rcclapac.com. 25

3. Where can images be downloaded for all of our brands? All images for all three of our brands can be find through CruisingPower, under the Sales & Marketing drop down. Holding the mouse pointer over Image Library will produce another drop down with the three brands. Choose the desired brand and let the new window load. Once the new window has loaded, browse through all the ship & destination images, deckplans, destinational maps and logos. All content in these image libraries are legally allowed to be used. 4. Where can more information be found on all our brands? The Quick Refernce Guides for all three brands can be found in CruisingPower under the Planning Tools drop down and the holding the mouse point over Quick Reference. This will give options for all the different brands. The new page that loads will give an a link to commonly asked questions or information about our products, ships and experiences. Please note that this content is mainly U.S. focused so prices listed may be in USD$. 26

We hope this has helped guide you through the booking and amendment process for an individual reservation, along with many of the new features Espresso has brought to you, our most valuable resources, our travel partners. If you require further assistance with CruisingPower, Espresso or any of our amazing, class & industry leading products please contact your Sales Representative or our friendly Inside Sales team (details below). Phone: (02) 9937 5400 - Option 1 Email: insidesales@rcclapac.com Thank you and happy booking! We look forward to welcoming your guests onboard! 27