Getting to Know Your Voyage

• Tell me about the trip that would make you happiest on a small-ship voyage
• Describe the main motivation prompting this booking request Options: Milestone celebration, Bucket-list destination, Affinity group trip, Seasonal wildlife or nature focus, Early-booking promotion, Other
• Who will be traveling in your party and who will make the final booking decisions
• How many passengers are in your group and how many cabins do you expect to need Options: 1-2 passengers, 1 cabin, 3-4 passengers, 2 cabins, 5-8 passengers, 3-4 cabins, 9-20 passengers, multiple cabins, More than 20
• Which past small-ship or river cruises felt closest to what you want now, and what specifically stood out

Where Small-Ship Travel Must Deliver

• Which single guest experience failure would make you cancel or never book with an operator again Options: Poor stability and motion discomfort, Itineraries that skip key sites, Overcrowded onboard spaces, Unclear cancellation or refund terms, Lack of credible expedition staff
• When you picture an overcrowded or rushed itinerary, how do those concerns change the destinations you will or will not consider
• Describe the physical or comfort thresholds your group cannot tolerate on a small vessel
• Who in your party has mobility, medical, or accessibility needs we must plan for and what accommodations matter most
• Could you pick up to three guest experiences that are non-negotiable for this voyage Options: Wildlife viewing and field time, Deep cultural immersion and local guides, Frequent shore visits with short transfers, High comfort cabins and low noise, Special-diet or fine dining options, Accessibility accommodations, Onboard expert lectures and programming

The Itinerary That Would Make You Book

• Identify the single itinerary element that would make you sign a deposit today Options: Specific port or landmark visit, A date window that matches a personal milestone, A named onboard expert or program, Guaranteed cabin location, A specific shore excursion included
• List the top ports, landing sites, or experiences you insist on seeing on this route
• Share how flexible your travel dates or routing can be if water levels or weather require adjustments Options: Dates are fixed, Some flexibility within +/- 7 days, Flexible within the season, Fully flexible if value is preserved
• Estimate the maximum acceptable time your group will tolerate in transit between stops on any given day Options: Under 1 hour, 1 to 3 hours, 3 to 6 hours, Over 6 hours
• Confirm which cabin type or position on the vessel is non-negotiable for your group Options: Forward-facing suite, Midship cabin, Upper deck with balcony, Accessible cabin on lower deck, Any cabin with guaranteed single beds, No specific requirement

Risk and Deal Breakers We Must See

• Specify the one operational risk that would stop this booking from proceeding immediately Options: Unclear refund or cancellation policy, No confirmed medevac or medical plan, Draft or water-level risk without alternatives, Limited shore access for required sites, No confirmed passenger manifest process
• Explain how you have handled itinerary changes or route disruptions in past trips
• Would you accept a revised route paired with alternate high-quality land programs if a river stretch or channel becomes impassable Options: Yes, if equivalent value is provided, Maybe, depending on details, No, I would not accept significant rerouting
• Have you previously walked away from a cruise booking because of refund, insurance, or cancellation terms and what happened
• Name any medical conditions, equipment needs, or documentation requirements that would prevent someone in your party from traveling

Other Paths You Might Take

• Assume you stayed with your current provider or plan, what would need to be true for you not to switch to a different operator
• Indicate which other options you are actively considering, including internal or DIY alternatives Options: Another small-ship operator, Large ocean cruise with shore excursions, Independent land program with short boat transfers, Chartering a private vessel, Postponing the trip, No alternative
• Select the single strongest reason you might try to organize this trip without an outside operator Options: Cost savings, Control over itinerary, Existing local contacts, Time constraints, None, I prefer a partner
• Explain which features of an incumbent operator are keeping you leaning toward them right now
• Would anyone inside your group propose running this trip without outside support and who would own that effort Options: Yes, an internal organizer would lead, Maybe, if costs were lower, No, we prefer external management

Preparing to Make This Real

• Identify the technical, documentation, or logistical constraints that must be resolved before we can confirm a booking
• Confirm which travel documents, visas, vaccinations, or medical clearances each passenger will need to provide Options: Passport valid 6+ months, Specific vaccinations, Negative PCR or antigen test, Medical fitness form, Special permit or visa, None of the above
• Name any systems or partners that must integrate for transfers, passenger lists, or special requests to work smoothly Options: Passenger manifest system, Advisor booking portal, Local transfer operator, Medical service provider, Payment gateway, Other
• Could your advisor or organizer commit to managing final payment milestones, passenger confirmations, and required documentation within the timeline we set Options: Yes, Maybe, with reminders, No
• Specify who in your group has final sign-off authority and the timeline they need to give a green light

Pricing, Payment, and Practical Decisions

• If the price for your preferred cabin rises above your budget by 10%, would you shift dates, downgrade, or walk away Options: Shift dates, Downgrade cabin, Accept extra cost, Walk away
• Rate how important transparent refund and cancellation policies are in your decision Options: Critical, Important, Nice to have, Not important
• Share which inclusions you consider essential versus those that are optional for your group
• List acceptable deposit amounts or payment schedules you would consider Options: 10% deposit, 20% deposit, 30% deposit, Installment plan over months, Custom schedule
• Indicate which payment methods and travel insurance options your group requires Options: Credit card, Bank transfer, Advisor-billed invoice, Purchase insurance through operator, Third-party insurance, Other

Final Signals: How We'll Know This Voyage Succeeded

• Imagine the trip exceeded your expectations, what measurable signals would prove success for you and your guests
• Tell how you expect guests to provide feedback and what form of follow-up would be most useful Options: Short survey, One-on-one follow-up call, Group debrief, Public reviews and testimonials, Informal messages
• Are you willing to provide a testimonial or reference if the voyage meets the success signals we agree on Options: Yes, Possibly, No
• How quickly would you expect post-voyage documentation, photos, and aggregated guest feedback to be delivered Options: Within 1 week, 1 to 2 weeks, Within a month, No preference
• Select the single immediate action we could take after booking that would reassure you most Options: Guaranteed cabin allocation, Extended flexible cancellation window, Pre-departure group briefing, Onboard credit or amenity, Detailed contingency plan

• Voyage Experience Solution Session

• Confirm the current state and its cost
• You confirm the current-state statement and accept the described cost of delayed or lost bookings.
• Provide a tailored comparison of 3 candidate itineraries showing time-on-shore, transit hours, shore access notes, and likely guest daily itineraries for review before the follow-up session.
• You confirm at least one itinerary plus vessel option demonstrably meets your client's priorities for destination time, comfort, and accessibility.
• Walk through candidate itineraries against your priorities
• Deliver vessel capability briefs for the recommended ships, including stabilization specs, cabin floorplans, draft limits, passenger capacity, and recent operational performance notes.
• You agree on the exact evidence and deliverables required to proceed to Itinerary & Service Scope, with a decision timeline.
• Supply recent guest feedback snippets and an example onboard program schedule that illustrates guest experience for the selected itinerary.
• Compare vessel capabilities and stability evidence
• You identify any mobility, medical, or special-request constraints that must be reflected in the final scope.
• Demonstrate onboard expedition programming and guest scenarios
• Confirm your top two preferred itineraries and provide group composition and any mobility or medical accommodation needs.
• Set the decision timeline and schedule the follow-up session to finalize Itinerary & Service Scope with the agreed evidence packet in hand.
• Map operational risks and mitigations
• Validate that the shown options map to your needs
• Agree on evidence required and next steps

• Voyage Experience Solution Session
• Voyage Experience Deck
• Voyage Experience Solution Brief

• meeting
• slides
• document

• Operate small-ship voyage
• Deliver full-board dining and beverage service
• Provide onboard expedition team programming
• Run daily guided shore excursions
• Conduct zodiac and shore transfer operations
• Manage route contingency and alternative excursions
• Supply expedition gear and guest loaner kits
• Provide pre-departure destination briefings
• Deliver onboard health, safety, and emergency response
• Offer private celebration and special-occasion packages
• Coordinate cultural immersion programming with local experts
• Provide shore excursion accessibility and mobility support

Operate small-ship voyage

• Which cabin category(s) are you reserving (example: Owner Suite, Upper Deck Balcony, Twin Ocean-View)? Options: Owner Suite, Upper Deck Balcony, Midship Suite, Lower Deck Twin, Select later
• How many cabins and cabin numbers (if known) should be allocated to this booking group?
• Specify the preferred cabin location constraints (example: minimal motion on midship, elevator access, near medical station). Options: Midship preferred, Lower deck avoided, Near elevator, No preference
• List the passenger manifest files you will provide (example: CSV passenger list, signed medical declarations, emergency contact sheet) and their planned delivery date.
• Identify any charter-specific deliverables required before boarding (example: signed charter contract, group seating chart, dietary matrix).
• Provide the agreed boarding and disembarkation ports and berthing windows (example: Port X arrival 10:00-12:00 local).
• When do you expect to finalize the travel advisor or lead passenger contact for voyage operations (include name, phone, and preferred communication channel)? Options: Within 7 days, Within 14 days, Within 30 days, TBD

Deliver full-board dining and beverage service

• Which meal plan applies to the booking (example: all meals included, breakfast and dinner only, inclusive premium beverage package)? Options: All meals included, Breakfast and dinner only, All meals + standard beverages, All meals + premium beverages, Custom
• How many passengers require special meal accommodations and what specific menus or allergens must the galley plan for (example: gluten-free, low-sodium, halal, kosher)?
• Specify the expected dining service model for your group (example: open seating in main dining room, reserved private dining, in-cabin service windows). Options: Open seating main dining, Reserved table(s), Private dining event, In-cabin service available
• List planned celebratory meals or events that need custom menus (example: anniversary dinner, captain's cocktail, welcome gala) and the target dates.
• Provide the beverage service expectations tied to inclusions (example: wine pairing at dinner, unlimited non-alcoholic beverages, premium spirits capped per guest). Options: Standard beverage package, Premium beverage package, A la carte, Custom cap/per-guest
• Indicate any dietary compliance documentation required for the voyage (example: certified kosher certificate, gluten-free kitchen procedure checklist).
• Estimate the single-event F&B budget limits that must be adhered to for private functions (example: maximum per-person spend for private deck reception). Options: No limit, Up to $50/person, Up to $100/person, Custom

Provide onboard expedition team programming

• Which expedition expert disciplines are required aboard for this itinerary (example: naturalist, marine biologist, cultural historian, ornithologist)? Options: Naturalist, Marine biologist, Cultural historian, Ornithologist, Photography instructor, Other
• How many expedition staff members do you require on deck per sailing day and what minimum guide-to-guest ratio do you expect (example: 1:10 for shore landings)? Options: 1:8, 1:10, 1:12, Custom
• Specify planned onboard programming formats and durations (example: daily briefing 20 minutes, evening lecture 45 minutes, citizen science activity 60 minutes).
• List any specialized programming that must be available for your group (example: photography workshop with onshore shoots, citizen science specimen cataloguing).
• Identify required AV or classroom setups for onboard sessions (example: projector in lecture room, microphone for deck briefings, printing of field guides).
• Provide any accreditation or speaker biography requirements for guest speakers (example: CV for proposed guest lecturer, proof of guiding license).
• State any acceptance criteria for expedition programming delivery that would constitute successful fulfillment (example: minimum number of daily excursions delivered, guest feedback threshold). Options: Deliver all scheduled activities unless unsafe, Deliver minimum 4 expedition activities per full sailing day, Custom acceptance criteria

Run daily guided shore excursions

• Which shore excursion types must be offered on this voyage (example: village cultural walk, guided nature hike, museum visit, birding by boardwalk)? Options: Village cultural walk, Guided nature hike, Museum visit, Birding walk, Kayak landing, Custom
• How many shore landings per day do you expect per itinerary port (example: one morning and one afternoon landing), and what is the maximum group size per landing?
• Specify required local operator credentials for shore guides (example: licensed local guide ID, first-aid certification, language proficiency). Options: Licensed local guide, First-aid certified, Language-specific guide required, No special credential
• List any shore excursion inclusions and exclusions that must be documented on the passenger voucher (example: park entry fees included, gratuities excluded).
• Provide the turnaround time for shore excursion amendments and cancellations tied to guest notifications (example: changes allowed up to 72 hours before landing). Options: Up to 24 hours, Up to 48 hours, Up to 72 hours, Custom
• Describe the guest-safety controls required for landings at remote sites (example: guide-to-guest ratio, emergency radio carry, briefing checklist).
• What acceptance criteria will confirm each shore excursion was delivered as contracted (example: signed landing log, guide attendance record, guest headcount photo log)?

Conduct zodiac and shore transfer operations

• Which zodiac transfer windows are required for each landing (example: morning 08:00-10:00, afternoon 14:00-16:00) and preferred launch points on deck?
• How many zodiac craft and crew shifts must be staffed to meet your transfer cadence (example: 4 inflatables with two crews each per shift)? Options: 1-2 crafts, 3-4 crafts, 5+ crafts
• Specify required safety equipment per zodiac transfer (example: Type-approved lifejackets in sizes S-XL, throw bag, VHF radio).
• List any guest transfer constraints (example: mobility scooter transfers, minimum walking distance from shore, steep zodiac ramps) that will affect operations.
• Provide the maximum acceptable single-transfer duration from ship to shore for your guests (example: no more than 20 minutes one way). Options: Under 10 minutes, 10-20 minutes, 20-30 minutes, Flexible
• Identify the contingency communication method between bridge and transfer teams you require (example: dedicated VHF channel and transfer log entry).
• Indicate any documentation you need post-transfer (example: signed transfer manifest, incident report template).

Manage route contingency and alternative excursions

• Which route-change triggers must be predefined in the contingency plan (example: river gauge below 1.2 m, sustained gale-force winds 8+ hours, port closure notice)?
• How many pre-approved alternative excursion options do you require per affected port (example: inland cultural day, extended onboard programming, alternative nearby landing)? Options: One alternative, Two alternatives, Multiple alternatives
• Specify notification timeframes for guests and advisors when an itinerary change is required (example: 24-hour notice, immediate on-safety grounds with briefing). Options: Immediate, Within 12 hours, Within 24 hours, Within 48 hours
• List any contractual refund or compensation thresholds tied to route changes that must be honored (example: full refund if more than 50% of scheduled landings canceled).
• Provide the decision owner and escalation path for route alteration approvals (example: captain plus operations manager sign-off).
• Describe required documentation for alternative excursion delivery (example: revised daily program, local operator confirmation, new safety briefing).
• Estimate the threshold river gauge or weather metric that constitutes an automatic alternative-excursion activation for this itinerary (example: river gauge below 1.0 m or wind gusts above 35 knots).

Supply expedition gear and guest loaner kits

• Which loaner items must be available in inventory for guests (example: binoculars, waterproof jackets in sizes, rubber-sole boots)?
• How many units of each loaner item are required relative to the guest count (example: binoculars equal to 40% of guests, boots available in full range of sizes)?
• Specify sanitation and maintenance procedures for loaner gear between uses (example: dry and UV sanitize jackets, check boot soles), and any certification you require.
• List any specialized gear that must be provided for specific excursions (example: inflatable kayak PFDs, mosquito-netted field tents, flotation harness for iceberg zodiac landings).
• Provide return and liability terms for guest-borrowed gear to be documented in the pre-boarding information packet (example: damage fee schedule for lost binoculars).
• Indicate whether you require branded or unbranded loaner kits and whether guest names should be affixed for tracking. Options: Branded kits, Unbranded kits, Name-tagged tracking
• Estimate lead times for special-ordered expedition items that must arrive before embarkation (example: special-size dry suits 6 weeks lead time). Options: 1-2 weeks, 3-4 weeks, 6+ weeks

Provide pre-departure destination briefings

• Which pre-departure briefing artifacts must be delivered to guests (example: destination briefing PDF, packing checklist, required vaccination list)?
• How many days prior to departure should the final destination briefing packet be delivered to your group and by which channel (example: email, advisor portal, printed packet at embarkation)? Options: 7+ days, 3-7 days, 2 days or less
• Specify required health and entry documentation that must be listed in briefings (example: Yellow Fever certificate, negative PCR test within 72 hours, visa on arrival procedures).
• List any mandatory pre-boarding forms guests must complete (example: passenger medical declaration form, gear sizing form, shore excursion sign-ups).
• Provide the expected format and length for destination briefings (example: 4-page PDF plus 10-minute video orientation). Options: Short PDF (1-4 pages), Extended PDF (5-10 pages) + video, Video only
• Indicate whether you require translated briefing documents and which languages (example: French, German, Mandarin).
• Specify how you will confirm guests received and acknowledged pre-departure briefings (example: signed acknowledgment form, portal checkbox, email receipt). Options: Signed acknowledgment form, Portal checkbox, Email receipt, No confirmation required

Deliver onboard health, safety, and emergency response

• Which medical capabilities must be available onboard for this voyage (example: physician on call, infirmary with oxygen, AEDs, trauma kit)? Options: Physician on call, Onboard nurse, Full infirmary with oxygen, AED available
• How many crew members must be certified in emergency medical response and what minimum certifications are required (example: STCW first aid, advanced cardiac life support)?
• Specify the evacuation and medevac time target you require for remote segments (example: medevac within 4 hours of incident to nearest hospital). Options: Under 2 hours, 2-4 hours, 4-8 hours, No guarantee
• List required safety briefings and documentation for guests at embarkation and before each landing (example: lifejacket demonstration, zodiac safety checklist).

• Booking Terms & Conditions
• Cancellation & Refund Policy
• Deposit & Payment Schedule
• Passenger Documentation & Medical Requirements
• Accessibility & Special Requests Addendum
• Expedition Itinerary Change & Contingency Policy
• Activity Release & Risk Waiver
• Travel Insurance Opt-In
• Charter & Group Agreement
• Emergency Medical Evacuation Authorization & Insurance Confirmation

• Post-Voyage Health Check
• First Measurement Review
• Acceptance Gate Review (Day 90)
• Quarterly Voyage Success Review

• Notify advisors of any agreed itinerary or service adjustments and provide updated guest guidance where needed.
• Documented pass or fail outcome for each acceptance criterion recorded in Traveler Discovery.
• A recorded acceptance decision by the buyer's designated acceptance owner, or a remediation plan with timelines where criteria are unmet.
• Clear verification steps and dates for any remediation items required to reach acceptance.
• Publish the acceptance decision and the detailed outcome report to the shared workspace.
• Kick off remediation items with owners and firm due dates, and schedule a verification checkpoint.
• Distribute the acceptance artifacts and measurement methodology to advisor partners for transparency.
• Review rolling metrics
• Confirm whether the rolling average guest satisfaction score remains at or above the target recorded in Traveler Discovery.
• Reduce the open-issue backlog and improve the open-issue resolution rate per quarter.
• Prioritize enhancement requests with owners and expected delivery windows.
• Publish the prioritized enhancement backlog with owners and target delivery quarters.
• Update standard operating procedures to address any recurring operational failures identified.
• Re-confirm Traveler Discovery success signals and ownership
• All immediate operational closeout items documented with owners and due dates.
• Early guest sentiment and critical incidents logged and prioritized for remediation.
• Shared channel set up for tracking open issues and enhancement requests.
• Publish a post-voyage operational closeout report to the shared workspace.
• Capture guest testimonials and advisor permission status for use in post-voyage communications.
• Log all open issues in the shared channel with owners and target resolution dates.
• Present first measurement data
• Determine whether the average guest satisfaction score meets the numeric target recorded in Traveler Discovery, or identify required remediation.
• Agree corrective actions for any excursion fulfillment shortfalls and set completion dates.
• Confirm the timeline and required evidence for the acceptance gate meeting.
• Publish the measurement dashboard and the raw data sources used for the guest satisfaction and excursion fulfillment calculations.
• Update the excursion contingency plan to address identified root causes and circulate to advisor contacts.
• Assign owners and due dates for each corrective action required before the acceptance gate.
• Restate acceptance criteria and numeric targets
• Operational completion validation
• Present outcome data against each criterion
• Enhancement request backlog triage
• Root-cause diagnosis for gaps
• Operational lessons learned
• Open issue and remediation commitments
• Early guest and advisor sentiment
• Document pass or fail per criterion and acceptance decision
• Confirm timeline to acceptance gate
• Agree remediation plan for failed criteria
• Agree quarter actions and communications
• Open issues and blockers
• Agree immediate remediation actions