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The weeks between booking and embarkation are filled with important deadlines, decisions, and questions, especially for first-time cruisers. Where do they check in? When do they choose an arrival time? What should they pack in their carry-on? What documents do they need? What happens with luggage? What should they do once they get on board?
As travel agents, this is where we can really shine.
A smooth pre-cruise workflow doesn’t just help your clients. It also helps you avoid last-minute phone calls, reduces repetitive questions, and creates a better overall experience. When you build a repeatable system for preparing your clients before they sail, they’ll feel more confident, and you’ll spend less time putting out fires.
Rather than overwhelming clients with everything at once, guide them through the process one step at a time. A few well-timed emails and reminders can make all the difference.
One of the biggest mistakes new travel agents make is trying to tell clients everything immediately after they book. While your excitement is understandable, your clients are probably focused on one thing: celebrating their upcoming vacation.
Instead of sending a lengthy email filled with instructions they’ll likely forget, break the information into smaller, easier-to-digest messages that arrive throughout the weeks leading up to departure.
For example, you might send:
This approach keeps clients engaged without overwhelming them, while also reducing the number of last-minute questions you receive.
As you gain experience, save these emails as templates in your CRM or email program. You can customize them for each cruise line, destination, or client, giving every traveler a personalized experience without having to start from scratch every time.
Embarkation day is exciting, but it can also feel overwhelming for clients who don’t know what to expect. A simple email a few days before departure can answer many of the questions they haven’t even thought to ask.
Remind clients to complete online check-in, review their arrival appointment, and have their travel documents easily accessible before leaving home. Explain that cruising works a little differently than flying. They’ll hand off their larger luggage before boarding, go through security, and then begin the check-in process before stepping onto the ship.
The more prepared they are before arriving at the port, the smoother the experience will be.
Agent Checklist: Embarkation Day Reminders
☐ Follow up with any clients who have not completed online check-in. Remind clients that online check-in closes a few days prior to the sail date. May vary by supplier. If your client does not complete online check-in, it may cause a delay in the boarding process as they will have to complete their check-in in person.
☐ Remind clients to review or select their arrival appointment. This is also a good time to remind them not to schedule flights, transportation, or activities that could cause them to miss the ship.
☐ Include a copy of their boarding documents with your email so they don’t have to search for them. Small touches like this help you stand out and provide exceptional service.
☐ Remind clients to attach their luggage tags before arriving at the port. Many first-time cruisers don’t realize that checked luggage is handled differently than at an airport. You may even recommend cruise luggage tag holders, but remind clients to verify the correct size for their cruise line.
☐ Remind clients to keep their passport, government-issued ID, boarding pass, valuables, medications, and other important documents with them rather than packing them in checked luggage.
☐ Remind your clients to keep a small carry-on bag with them containing medications, travel documents, swimwear, and mobile chargers. It is a vital piece of advice for first-time cruisers who might not realize that staterooms and checked luggage are typically unavailable for the first few hours of the cruise. While suite guests occasionally get early cabin access depending on the line, everyone still benefits from having their immediate essentials within arm’s reach.
☐ Encourage clients to arrive during their assigned arrival window rather than showing up early.
☐ If clients are driving to the port, remind them to review parking options and reserve parking in advance whenever possible. If you come across a parking discount code, be sure to pass it along.
Most major cruise lines now rely heavily on their mobile apps before and during the cruise. For Carnival guests, that’s the Carnival HUB App.
Encourage clients to download the app shortly after booking rather than waiting until the last minute. This gives them time to become familiar with the features, access their reservation, and complete any available pre-cruise tasks while they still have reliable internet access, including booking reservations and pre-check-in.
Once onboard, the app becomes an incredibly useful tool. Clients can view daily activities, dining information, deck maps, entertainment schedules, and much more. For first-time cruisers, simply knowing where to find information can help reduce anxiety and make the experience feel much more manageable.
Agent Checklist: Cruise Line App
☐ Encourage clients to download the cruise line’s app as soon as their booking is confirmed.
☐ Suggest they log in well before departure while they have reliable internet access.
☐ Encourage them to explore dining options, onboard activities, entertainment, and other available features before they sail.
☐ Remind clients that Wi-Fi availability and app functionality vary by cruise line and ship. If upgraded Wi-Fi packages are available, this can also be a good opportunity to discuss whether one would be beneficial for their trip.
☐ Encourage clients to continue using the app once onboard for schedules, announcements, dining reservations, and daily activities.
Cruise packing is a little different from packing for most vacations. While clients will hand off their larger luggage before boarding, they may not see those bags again until later in the afternoon. That makes their carry-on one of the most important bags they pack.
Include a carry-on reminder with your final documents or send it about a week before sailing. It’s a simple touch that helps prevent common mistakes and shows clients you’re thinking ahead.
Client Carry-on Checklist
☐ Passport, birth certificate, or other required travel documents
☐ Boarding pass and any other cruise documents
☐ Prescription medications (in their original prescription bottles whenever possible)
☐ Phone and charging cable
☐ Wallet, credit cards, identification, and cash
☐ Swimsuit or a change of clothes so they can begin enjoying the ship before their luggage arrives
☐ Toiletries they’ll need during the first few hours onboard
☐ Sunglasses and sunscreen
☐ Jewelry, electronics, and other valuables
☐ Any documents required for minors, groups, or special travel situations
Adjust this list based on the cruise line, destination, and your client’s individual needs.
Sometimes it’s the smallest pro tips that leave the biggest impression.
Experienced cruisers often know these little tricks, but first-time cruisers usually don’t. Sharing a few extra reminders helps position you as the expert while making your clients feel more prepared and confident.
These details may seem minor, but they’re often the things clients remember and appreciate most once they’re onboard.
Helpful Cruise Reminders
☐ Pack a light sweater or jacket. Even Caribbean cruises can feel chilly inside the theaters, restaurants, and other indoor areas.
☐ Bring after-sun care along with sunscreen.
☐ Pack a refillable water bottle if permitted by the cruise line.
☐ Bring a small waterproof or reusable bag for wet swimsuits or beach clothes.
☐ Pack basic over-the-counter medications in addition to prescription medications.
☐ Download books, music, podcasts, movies, or shows before leaving home in case internet access is limited.
☐ Review international data plan and roaming settings before sailing. Once onboard, switch your phone to airplane mode to avoid expensive maritime cellular networks. Download messaging apps like WhatsApp while still at the departure port to communicate using the ship’s Wi-Fi.
☐ Consider bringing magnetic hooks or clips if they’re allowed by the cruise line. Cabin walls are often metal, making them a great way to create extra storage space.
☐ Carry a small amount of cash for purchases or tips in port. Depending on the destination, you may also want to discuss local currency before they travel.
☐ Review the cruise line’s prohibited items list before packing to avoid delays at embarkation.
☐ Check the cruise line’s schedule for special theme nights. Many sailings feature events such as formal or elegant nights, white parties, decade nights, or pirate nights. Encourage clients to review their cruise line’s app or pre-cruise materials and pack any themed clothing or accessories they’d like to wear. Participation is usually optional, but knowing in advance helps them avoid feeling left out once on board.
Port days are often the highlight of a cruise, but they’re also when clients are most responsible for managing their own time.
A quick reminder before they sail can help them avoid common mistakes while making the most of each destination.
If your clients are taking ship-sponsored excursions, remind them where and when to meet. If they’re exploring on their own, encourage them to plan carefully and leave plenty of time to return to the ship.
One reminder every cruiser should hear: the ship waits for no one. Missing all aboard time can quickly turn a dream vacation into an expensive lesson.
If clients plan to use taxis or local transportation, remind them to agree on the total fare before getting in whenever that’s customary at their destination. It’s also a good idea to carry small bills or exact change when possible.
Agent Checklist: Port Day Prep
☐ Review any pre-booked shore excursion details with your client.
☐ Encourage clients booking independent excursions to allow plenty of extra time to return to the ship.
☐ Remind clients to sync with ship time: Always look at the ship’s clock before going ashore. Local port time is often different from ship time. Cruise ships frequently set their clocks to match the original departure port, not the local island time. If you rely on your smartphone, it might automatically update to local time and cause you to miss the ship’s departure time.
☐ Remind clients to take their cruise card, identification, and any required documents with them when leaving the ship. Necessary documents vary by destination.
☐ Suggest comfortable walking shoes, sunscreen, hats, water, and weather-appropriate clothing based on the destination.
☐ Discuss accessibility or activity levels if clients have mobility concerns.
☐ Remind clients to use reputable transportation and excursion providers whenever possible.
☐ Encourage clients to familiarize themselves with the port area before heading out on their own.
One of the best ways to improve your client experience is to stop recreating the wheel every time you book a cruise.
Instead of writing new emails for every client, create a library of templates that you can personalize based on the cruise line, destination, and traveler. A little preparation upfront can save you hours of work throughout the year while ensuring every client receives the same high level of service.
As your business grows, these templates will become one of your most valuable tools. They’ll help you stay organized, provide a more consistent experience, and reduce the chance of forgetting an important reminder.
Agent Checklist: Build Your Cruise Prep Workflow
☐ Create a general pre-cruise email template.
☐ Create cruise line-specific versions for suppliers you book frequently.
☐ Save a carry-on packing reminder.
☐ Save an embarkation day reminder.
☐ Save a port day reminder.
☐ Save a final payment reminder.
☐ Create a “one week before sailing” email.
☐ Add follow-up tasks to your CRM or calendar so reminders are sent at the right time.
☐ Keep frequently used cruise line links and supplier contact information in one convenient location.
☐ Review and update your templates whenever a cruise line changes its policies or procedures.
Templates save time, but they shouldn’t sound like templates.
A sentence or two that’s specific to your client’s trip can make a routine reminder feel much more personal. Mention their ship, destination, departure port, celebration, cabin type, or anything else you’ve learned about them during the planning process.
These thoughtful touches don’t take long to add, but they help clients feel like they’re working with someone who genuinely knows them rather than simply processing a reservation.
Quick Personalization Ideas
You might include a note like:
“Since this is your first cruise, I wanted to make sure you knew exactly what to expect on embarkation day.”
“Because you’re traveling with children, I included a few extra packing reminders that other families have found helpful.”
“I hope you enjoy celebrating your anniversary onboard! Don’t forget to double-check that your special occasion is noted on your reservation.”
“Since you’re driving to the port, I’ve included a few parking reminders that should make embarkation day a little easier.”
Small touches like these take only a few seconds to add, but they leave a lasting impression and help build stronger relationships with your clients.
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