WEB CHECK-IN€¦ · QUICK REFERENCE GUIDE | WEB ONLINE CHECK-IN CASH OR NO CHARGING PRIVILEGES If a guest chooses to either set up a cash account or have no charging privileges,

WEB CHECK-IN

QUICK REFERENCE GUIDE

ENTERPRISE TRANSFORMATION

QUICK REFERENCE GUIDE | WEB ONLINE CHECK-IN

TABLE OF CONTENT

This document provides a step-by-step guide to the Online Check-in process including;

entering Guest Details, selecting a method of payment for the Onboard Expense

Account, agreeing to the Cruise Ticket Contract, and indicating Arrival Plans. It will

also cover specific details about editing and already started or completed check-in.

Getting Started

Online Check-in Process

Selecting Guest for Check-in

Guest Details

Guest Information

Home Address

Travel Documentation

Security Photo

Contract Information

Onboard Expense Account

Credit Card

Cash or No Charging Privileges

Contracts

Arrival

Xpress Pass

Editing a Guest’s Online Check-in

FAQs

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6

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9

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15

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GETTING STARTED

To begin the Online Check-in process, guest must log into their Universal

Guest Account. This can be done by clicking Log in on the homepage of

the consumer website.

After accessing the login screen, the guest would enter their login

credentials or click Create an account if they don’t have one already.

Once logged into their Guest Account the guest will see all their

upcoming sailings on the Dashboard. When the guest finds the

sailing they want to check-in for, they will click Start check-in.

NOTE: The option to start check-in will only be present if the

sailing is within the online check-in timeframe.


ONLINE CHECK-IN PROCESS

SELECTING GUESTS FOR CHECK-IN

On the first screen of the check-in process, guests will see all individuals

sailing in the same reservation and have the option to check in all the

parties on the reservation or only themselves. Check-in will default to select

all parties and reservations available to check in.


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GUEST DETAILS

The Guest Detail screen includes the following sections: Guest Information,

Home Address, Travel Documentation, Security Photo (not applicable on all

ships), and Contact Information.

1. Indicates which guests have been selected to complete check-in.

This will match those selected on the previous screen. Once each

section is completed for the guest, the green circle will be filled in.

2. First and Last Name – The guests first name and last name will

auto-populate based on the information in the Reservation System

and cannot be changed from here.


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4. Captain’s Club # – if a Captain’s Club # was entered in the

Reservation System, it will automatically populate here. If the

guest has a Captain’s Club # that is not listed, it can be

manually typed into this field and will be validated to ensure the

number matches the guest.

3. Middle Name – Can be typed into this field if the guest has a

middle name or left blank if the guest does not have a middle

name.

b. If the date of birth is for someone between the ages of 18 and

20, they will get an additional field asking for marital status. If

the marital status is married, the message will change to indicate

that they need to bring a copy of their marriage certificate.

Gender – Will automatically populate based on which gender is

specified in the Reservation System. The gender listed here must

match the gender on the guests travel documentation.

Once each area of the Guest Detail is complete, guest will scroll down

the page to the Travel Documentation section.

NOTE: Information here must be entered exactly as it appears on the

guest’s travel documentation. Additionally, if any changes are made to

items that have auto-populated from the Reservation System, the

Reservation System will be updated to match the Online Check-in.

a. If the date of birth is for someone under the age of 18, they

will get an error stating the following:

5. Date of Birth – is entered in DD/MM/YYY format and will auto-populate

what is entered in the Reservation System


HOME ADDRESS

Each guest will be required to enter their complete home address

which will include country, street address, city, state/province, and

zip/postal code.


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TRAVEL DOCUMENTATION

1. Country of birth

2. Country of citizenship

3. Document type – The dropdown list for Document type is

dynamically generated and only shows acceptable documents based

on ship’s itinerary and the guest’s country of birth, residency, and

citizenship. Depending on which document(s) are chosen, the guest

will be prompted to provide additional information about their

documentation, such as the document number and expiration date.


NOTE: Any guest that is a non–US citizen sailing on an itinerary that ends in

the US, will be required to indicate if they will be staying in the US longer than

8 hours after leaving the ship. If the response is yes, the guest is required to

provide an address where they will be staying in the US.

SECURITY PHOTO

NOTE: Security Photo is only available for those ships with smart

check-in. This step will not be present for guests sailing on ships that

do not currently support this feature.

Once the guest has identified which travel documentation they will be using, they have the option to add a photo by clicking the “Add photo” link.

The system will display the rules regarding a security photo and guest will select

Continue to add their photo. If the guest clicks Cancel, they will return to the

Security photo section of the Online Check-in process and the image will not be saved.

The guest can add a photo by clicking Open camera if they would like to take a

photo from their computers/ smart device, or Upload photo if they would prefer

to use a picture already stored on their device.

Clemente’s photo

Clemente’s

photo

Once the photo has been taken or an

existing photo uploaded, the guest

needs to ensure that it is centered in

the circle properly. This can be done

by using the slider under the image to

enlarge the photo. Additionally, the

guest can use their mouse, or finger if

using a touch screen device, to move

the image up and down or left and

right as necessary.

Once centered, the guest can click Save photo if they are satisfied with

the image selected. If they would like to change the image that is used,

they can click Use a different photo and will be taken back to the

previous screen where they can choose to upload a photo or open their

camera. If the guest clicks Cancel they will return to their Check-in

and the image will not be saved.

Clemente’s photo


CONTACT INFORMATION

The final step to the Guest Information section is the Contact Information. Each guest is required to provide their email address and phone number (Contact Information) as well as the name and phone number of someone not sailing with them (Emergency Contact) in case there is an emergency.

Once the contact information for both have been entered, the guest

will click Continue to move onto the next section.

NOTE: If the person performing the check-in is missing any piece of required information, there is a link under the Emergency Contact

that can be clicked to finish the check-in later.

ONBOARD EXPENSE ACCOUNT

After completing the Guest Details, the guest will be able to set up the

onboard expense account. Guest can setup the onboard expense account

with credit card, cash or by choosing to have no charging privileges.


CREDIT CARDTo set up the onboard expense account with a credit card, the guest would click the circle next to Credit card and enter their credit card information as follows:

• Name as shownon card

After this information is entered, the guest must click Save card to save the information.

• Card number• Expiration date


The credit card information will be saved and can be edited by clicking the edit button (pencil icon).

All credit cards entered previously will be displayed so the guest can

quickly select any of them or enter a new one. To use a different card,

they can simply click on Add a card and follow the same process as

outlined above.

NOTE: Only the person processing the online check-in will be able to

assign credit cards. Using the above image as an example, if Leo did his

check-in separately, she would not be able to select Clemente’s credit

card to cover his own expenses.

Clemente Sommerfield *7890




CASH OR NO CHARGING PRIVILEGES

If a guest chooses to either set up a cash account or have no charging

privileges, they would click the circle next to their choice followed by

Continue.

CONTRACTSOnce the onboard expense account is setup the next step will be to accept the Onboard

Expense and Cruise Ticket Contracts. Both the Onboard Expense Contract and Cruise

Ticket Contract must be selected in order to complete the online check-in process. Once

they have agreed to the Cruise Ticket Contract, the guest will see “Agreed to” when

revisiting this page.

NOTE: Guests who choose to not have an onboard expense account will only see the

Cruise Ticket Contract which they can either view online, print, or choose to have

emailed.

NOTE: Any reservation made outside the MIA booking office will see a modified version of the Cruise Ticket Contract and will not be asked to agree to the terms. They will only see a brief paragraph that states:

“As advised at the time of making your boking, this booking is subject to the booking conditions of your local booking office. If you have booked via a travel agency, additional terms may apply. We recommend you review the booking conditions prior to travel as this contains useful information.”

ARRIVAL

In this section, guest will select the time they plan to arrival at the terminal.

The guest will click the circle next to the time their party will arrive followed

by Complete check-in.

NOTE: The guest completing the Online Check-in process will select the same

arrival time for all the individuals being checked-in. However, after check-in is

complete, any information entered can be updated including arrival time. A

guest can change their arrival time by updating their check-in information.

Additionally, if the guest did not have a Crown & Anchor number entered into

their online check-in, they will be asked if this is their first cruise which they can

answer by clicking Yes or No or they can choose to not answer by clicking

Skip.

XPRESS PASS

Once the arrival time is selected, the guest will be directed to the

following page where they can view the status of their documents

and print their Xpress Pass as well as the Xpress Pass of any other

individuals they checked-in. They can also use the corresponding

links to check in additional guests or return to the Dashboard of

their Guest Account.

To view and print their Xpress Pass, the guest would click on

Xpress pass under the desired guest’s name.

Be sure ev ery one has a printed Press Pass and luggage tags.


This will bring up a full view of the guests Xpress Pass. If they are

ready to print their Xpress Pass, they can do so by clicking the Print

button at the bottom of the page.

EDITING A GUEST’S ONLINE CHECK-IN

After the guest’s online check-in is complete, they have the ability to

edit any area or complete the check-in process for additional guests.

NOTE: To complete the online check-in for guests in another reservation, the guest

must first add their traveling companions booking to their Guest Account by using

the Link a missing cruise link located at the top of their Guest Account Dashboard

or the Add a cruise button located at the bottom of their Guest Account

Dashboard.


When they access their sailing, they will see any guests they have

checked in or any guests they have linked to their account as seen

below.

Check-in is complete. Xpress

Pass and Luggage Tags can

be viewed. Information can

be edited by clicking the

pencil icon ( ).


Pass and Luggage Tags are

not yet available. Information

can be edited by clicking the

pencil icon ( ).


Pass and Luggage Tags can be

viewed. Booking is locked and

cannot be edited at this time.

Reservation is linked to this

Guest Account however,

check-in has not been started

for these guests.

Be sure everyone has a printed Xpress Pass and luggage tags.

Luggage tags

Xpress pass


FAQS

WHAT IF THE GUEST ACCOUNT INFORMATION DOES NOT

MATCH THE INFORMATION ON CHECK-IN?

Online Check-In fields are not auto-populated with Guest Account data. Some

online check-in fields are auto-populated with data from the reservation

system and Siebel Loyalty. For any auto-populated fields that can be updated

during the online check-in process, the reservation system and Siebel Loyalty

will be updated automatically.

WHAT IF A GUEST’S LAST NAME AND FIRST NAME IN ONLINE

CHECK-IN DO NOT MATCH THEIR TRAVEL DOCUMENTS?

For successful check in, the guest’s last name and first name must match

their travel documents. If they do not match, the guest must call the contact

center or their travel partner as applicable to assist with correcting their name

in their reservation. Changes made in the reservation system will be reflected

on the Online Check-In page after it is refreshed; they will not be reflected in

Guest Account.

THE GUEST IS CONFUSED BECAUSE THEY ARE EXPERIENCING

DIFFERENT ONLINE CHECK-IN (OLCI) EXPERIENCES. WHAT IS

GOING ON?

The new Online Check-In process on the Web will launch on the Celebrity

Cruises website in late August. Guests sailing on select ships (Edge, Equinox,

Reflection) will be eligible to check in using this new, simplified process, after

signing into their Universal Guest Account. Guests sailing on all other ships

will continue to use the existing check in process. We aim to transition the

entire fleet to the new process as soon as possible.


FAQS

• Guests will experience the NEW OLCI if they log in to their Guest

Account and click ‘Start check-in’.

• Guests will experience the CURRENT OLCI if they click ‘Already Booked’

on our website and choose ‘Online Check-In’.

IF THE GUEST STARTS OR COMPLETES ONLINE CHECK-IN

USING THE NEW ONLINE CHECK-IN (OLCI), WOULD THE

SYSTEM PREVENT THE GUEST FROM ACCESSING THE CURRENT

OLCI?When the guest accesses the new check-in experience, our website stores a

“cookie” in the guest’s browser so that when they return to online check-in

they get the same experience. If they attempt to access the current online

check-in system, our website recognizes that they’ve already started the new

experience by the cookie and redirects them automatically to the new

experience. This automatic redirection only works if they’re on the same

computer using the same browser they did previously.

Automatic redirection will NOT work in the following scenarios:

• Guest accesses check-in on one computer (home) then accesses check-

in on another computer (work/hotel).

• Guest uses different browsers to access check-in. (For example they are

using the same computer but started check-in in Chrome and tried to

return to it using Internet Explorer)

• Guest used an incognito window. An incognito window is a setting in a

web browser that prevents internet browsing history (pictures, text,

cookies) from being stored.

• Guest has their browser set to not accept cookies

• Guest clears the cookies in their browser settings


FAQS

Although automatic redirection may not work depending on the scenario,

guests on applicable sailings can access the new online check-in experience

if they log in to their Guest Account and click ‘Start check-in’.

THE GUEST REMEMBERS COMPLETING ONLINE CHECK-IN

(OLCI) BUT WHEN THEY RETURN CHECK-IN IT APPEARS THEY

HAVE NOT COMPLETED ONLINE CHECK-IN. WHAT IS GOING

ON?

If a guest completes online check-in using the new OLCI experience and

then accesses the current check-in process, it will appear as if they have not

competed the check-in process since the current OLCI requires more

information than the new OLCI. Guests should be encouraged to use the

new OLCI by logging into their Guest Account and accessing online check-in

through their Guest Account.

THE GUEST COMPLETED ONLINE CHECK-IN BUT THEY ARE

UNABLE TO PRINT THEIR XPRESS PASS.

It is possible that the guest completed online check-in using the new OLCI

but is trying to print the Xpress pass from the current OLCI. If the guest

completed online check-in using the new OLCI, they will not be able to print

their boarding pass on the current OLCI. Guests should log in to their Guest

Account and print the boarding pass.

THE GUEST REMEMBERS LINKING OTHER BOOKINGS TO

THEIR RESERVATION BUT NOW THEY CAN’T SEE THEM.

It is possible the guest linked other bookings to their Guest Account and now

they are trying to access those booking via the current OLCI. The ability to

link other bookings to your account is not supported in the current OLCI

(only children can be linked). Ask the guest to log in to their Guest Account

to see bookings linked to their account.

Documents

WEB CHECK-IN€¦ · QUICK REFERENCE GUIDE | WEB ONLINE CHECK-IN CASH OR NO CHARGING PRIVILEGES If a guest chooses to either set up a cash account or have no charging privileges,