HELP/FAQs

Priority Check-In & Planning Center (PCPC)

  • What is Crystal Cruises®’ Priority Check-in & Planning Center (PCPC)?

    The Priority Check-in & Planning Center (PCPC) is Crystal’s online pre-cruise check-in system, located at crystalcruises.com.

    As the name denotes, it has two main functions: 
      • Priority Check-in – reduces required pre-cruise check-in paperwork, thereby streamlining your embarkation process on day of sailing. 

      • Planning Center – allows you to make real-time pre-cruise reservations for the Crystal Life Spa & Salon appointments, specialty dining reservations at Prego, Umi Uma, Vintage Room, and Crystal shore excursions.
    To access the PCPC site directly, visit and save checkin.crystalcruises.com as a bookmark on your computer.
  • What are the benefits to using the Priority Check-in & Planning Center (PCPC)?

    By completing the Priority Check-in & Planning Center sections, you will enjoy a streamlined embarkation process on the day of sailing. The Planning Center allows you to make reservations in advance of your travels, thereby giving you more time and freedom to enjoy your cruise once on board.

    Your special arrangements and reservations are reflected on a Personal Cruise Calendar providing you with a customized daily agenda of your upcoming voyage, including port/location, docking times and daily dress codes. You may also specify personal preferences in advance such as your desired bed configuration, AKAs (“also known as” or nickname), and whether or not you would like your name to appear on the Guest List that is shared with all guests on each cruise.

    PCPC features include:
     
    All guests who are paid in full, regardless of stateroom category, can make real-time pre-cruise reservations – with immediate confirmations – for spa and specialty dining. You may customize your cruise in advance of your travels, giving you more free time to relax and enjoy your cruise once on board.

    Your own day-by-day Personal Cruise Calendar reflects every pre-cruise reservation you make as well as travel details including port location, day/date, docking times and daily dress codes.

    Pre-reserving Crystal shore excursions:

    PCPC was designed to enhance the pre-cruise planning for all guests, regardless of stateroom category. All guests are required to complete the Priority Check-in Checklist online, before they can proceed to the Planning Center to make any pre-cruise reservations – for shore excursions, spa and/or specialty dining. 

    Within PCPC, guests are able to do the following:

    Reserve a Crystal shore excursion with only a deposit required. Most, if not all, Crystal shore excursions are available for pre-reservation 6 months (180 days) prior to sail date.

    All reservations are made and confirmed online, with confirmation displayed immediately in your Personal Cruise Calendar, which may then be printed.


     

  • What services and features can I access on PCPC, and when can I start making my pre-cruise reservations?

    All guests who have made a deposit have access to the following PCPC features:

      • Submission of credit card information for onboard charges
      • Submission and/or review of immigration details
      • Submission and/or review of air schedule and airport transfer details
      • Review of Personal Cruise Calendar with evening dress codes and port times
      • Ability to order Luggage Concierge™ service (available on crystalcruises.com anytime)
      • Ability to view available times for spa appointments, specialty dining and Creative Learning Institute® classes
      • Ability to view and pre-reserve Crystal shore excursions as soon as they are available (180 days prior to any sailing)

    All guests who have paid for their cruise in full and are 100% complete with the Priority Check-in Checklist will be able to perform the following:

      • Book spa and salon appointments
      • Book specialty dining reservations in Prego, Um Uma and The Vintage Room        
      • Book Creative Learning Institute and Computer University@Sea® classes
      • Pre-reserve Crystal Adventures shore excursions
  • What information is required for PCPC?

    The following information is required for each guest whose name appears on the booking:

      • Personal information: full name, home address, phone number, emergency contact
      • Citizenship information: passport data, permanent resident card number, etc.
      • Travel plans: Guests with independent travel arrangements will need to provide arrival and departure flight information, hotel arrangements, etc.
      • Credit card details: Method of payment to set up your shipboard account
    Please note: The Priority Check-in system is linked to our existing Reservations System and will automatically draw existing information where possible (e.g., name, address, phone number, passport data, etc.). All other information will need to be entered online by you or your travel agent.
  • How do I obtain my booking number to log in to PCPC?

    If you booked directly with a Crystal Personal Cruise Sales Consultant, your booking information will appear in the emailed confirmations sent to you at the email address you provided during the reservation process.  

    If you booked through your preferred Travel Advisor, please contact him/her to obtain your booking number.

    Please note, the first/last name to log in is the full name as it appears on your cruise booking. This name must be identical to the name on your passport. Please have your travel agent contact Crystal immediately if the names do not match.

  • Can one person check in for both parties (or more) if all are under the same booking number?

    Yes. One person is able to check in all names on a booking, as long as all names are booked under the same booking number. Please be sure to have all the details of your traveling companion/s such as passport number, exact spelling of name/s, flight details, etc., in order to complete the check-in process.

  • Why can’t I access my reservation in PCPC?

    Be sure your name is entered exactly as it appears on your booking confirmation and that a full deposit has been received. Please note, it usually takes a full 24 hours from the time a deposit is received by Crystal Cruises to process the payment. Please contact your travel agent to verify these details.

  • Why did I get logged out of PCPC?

    For security purposes, if you have not been active on the site for more than 20 minutes, you will be automatically logged out. The information you already supplied has been saved, so please log back in and continue your pre-cruise planning.

  • When I am in the Priority Check-in section and I want to get out of the page to look at my Personal Cruise Calendar, what should I do?

    Please click the “Save and Close” button on the pop-up window and you may then review your Personal Cruise Calendar. Remember, you will not be able to make any pre-cruise reservations until you have completed the Priority Check-in section.

  • If I am looking at my Personal Cruise Calendar and I am not 100% complete with the Priority Check-in, how do I access and finalize the Priority Check-in section?

    At the top of the homepage, hover over “Finish the Process” and select the check-in page you need to complete.

  • When is the last day I can access, edit/update or make pre-reservations via PCPC?

    Crystal’s PCPC is available for you to make reservations and changes until eight (8) days prior to your cruise departure as PCPC access will be closed (note: transfer requests must be made no later than 14 days prior to cruise departure), and beginning on the 7th day or within the week prior to cruise voyage you will not be able to view your reservations and print your Personal Cruise Calendar.

    Please keep in mind, all pre-cruise reservations are handled on a first-come, first-served basis.

  • What documents do I need to take to the ship for faster Check-in on embarkation day?

    Please print out your Personal Cruise Calendar once you have completed your Priority Check-in and made your reservations. Be sure to review your dining preferences, spa appointments, pre-reserved Crystal shore excursions, and any other reservations and/or services you may have selected. Your printed itinerary will let our embarkation staff know you are pre-checked and can usher you straight through to board the ship. Please present this along with your cruise ticket and passport.

  • Does my Personal Cruise Calendar replace the cruise ticket normally received?

    No. You will still receive a ticket wallet that includes your cruise ticket and other important travel information regarding your voyage. Please be ready to present your cruise ticket, credit card and passport, along with any applicable visas, when you arrive at the terminal. Your printed Personal Cruise Calendar indicates that you have already completed the Priority Check-in process.

  • When will my credit card be charged for the reservations I made in PCPC?

    Charges for any of your pre-cruise reservations made in PCPC will not appear on your credit card until your cruise. No financial transactions take place in PCPC. All charges will be posted to your shipboard account during your voyage.

  • Who should I contact if I have a special dietary request?

    If you require a special diet or need specific food items available to you during your cruise, we ask that you please submit your dietary requests in writing to our Onboard Guest Services Department by fax at 310-785-3975 or by email and received by Crystal no later than 90 days prior to your cruise. Please also confirm your arrangements with the Food and Beverage staff on the day of embarkation. There may be a charge for some special requests. Requests made closer to the start of the cruise may result in additional charges for expediting and handling and cannot be guaranteed.

    Please contact our Onboard Guest Services team with your special dietary requests at:

    • Crystal Cruises: onboardgstsvcs@crystalcruises.com 
    • Crystal River Cruises: RiverButler@crystalcruises.com 
    • Crystal Yacht Expedition Cruises: YachtButler@crystalcruises.com

  • Who should I contact if I require wheelchair assistance, am traveling with portable oxygen, or have an existing medical condition?



    If you require wheelchair assistance
    during your cruise aboard Crystal Serenity or Crystal Symphony, please contact our Onboard Guest Services Department by fax at 310-785-3975 or by email at onboardgstsvcs@crystalcruises.com at least 14 days prior to the start of the cruise with details of your specific request.

    Guests traveling with portable oxygen tanks and oxygen concentrators during your cruise aboard Crystal Serenity or Crystal Symphonymust notify Crystal’s Onboard Guest Services Department by fax at 310-785-3975, or by e-mail at onboardgstsvcs@crystalcruises.com at least 30 days in advance of sailing to complete a Release & Indemnity Form. 

    Guests with existing medical conditions, guests who cannot completely care for themselves and who may require treatment by the ship's medical staff, or guests who may constitute a risk or danger to anyone else on board must be reported in writing to Crystal's Onboard Guest Services Department no later than 14 days prior to departure by fax at 310-785-3975 or by email at: 

    • Crystal Cruises: onboardgstsvcs@crystalcruises.com 
    • Crystal River Cruises: RiverButler@crystalcruises.com 
    • Crystal Yacht Expedition Cruises: YachtButler@crystalcruises.com

    Important: 
    There are no medical facilities or a doctor on board Crystal River Cruises or Crystal Yacht Expedition Cruises voyages.  Medical service can be easily contacted from local shoreside facilities, if required.  

    Crystal reserves the right, without liability, to refuse to board and transport such guests who are in need of constant care by the ship's staff. 

     
  • How do I find out the dress code requirements for each day of my cruise?

    The dress code for each day of your cruise (Crystal Casual, Black Tie Optional) is indicated on your Personal Cruise Calendar.

  • How do I review entertainment information for my cruise?

    Above your Personal Cruise Calendar, hover over “More Voyage Details— and select “View Cruise Details— from the drop-down menu.



  • What is the Guest List?

    For each cruise, the ship prints a list of all guests who are sailing on the voyage, which is shared with all on board. To opt out of having your name appear on the Guest List, simply click the “Opt Out” — option in the Priority Check-in section under “Specify Onboard/Profile Preferences— or visit the Reception Desk once on board.

  • My name as it appears on my passport is not the same as the name shown in PCPC. What should I do?

    Please ask your travel advisor to contact Crystal Cruises immediately with the correct name. Federal and international authorities require accurate information. Errors are seen as falsification of information and may subject the traveler to an extended investigation by the authorities which may or may not result to denial of boarding.

  • I have applied for a passport but have not yet received it in the mail. Can I continue to check in?

    No. You must enter the details of the passport you are using as proof of citizenship for this trip in order to continue the check-in process.

  • Why does my passport need to be valid for 6 months beyond the end of the cruise?

    If you are traveling anywhere overseas, even to Canada, the Caribbean or Mexico, you now need a passport to board an international flight and to enter any country. Your passport must be valid for at least six months (and must have at least 4 blank pages) after the date you enter a foreign country. Proof of citizenship is required for ALL guests and a passport valid for six months following the completion of the cruise is required.

  • I am going to Alaska and have a U.S. Passport Card. Can I use this for my cruise?

    No. Even on voyages that travel round-trip from a U.S. port, the itinerary may include calls in other non-U.S. ports and clearance officers require a valid passport upon entry of their waters. A valid passport (with minimum validity of 6-months after the last day of the cruise) is required for all Crystal cruises. If you are traveling anywhere overseas, even to Canada, the Caribbean or Mexico, you now need a passport to board an international flight and to enter any country. Your passport must be valid for at least six months after the date you enter a foreign country. Proof of citizenship is required for ALL guests and a passport valid for six months following the completion of the cruise is required.
  • Can I use a birth certificate for voyages sailing in/out of same U.S. port of call (also called “closed-loop— sailings)?

    No. Even on voyages that travel round-trip from a U.S. port, the itinerary may include calls in other non-U.S. ports and clearance officers require a valid passport upon entry of their waters. A valid passport is required for all Crystal cruises.

  • What happens if there is a schedule change to my flight?

    Cruise-only guests can update flight details up to 14 days prior to departure. If less than 14 days, you will need to contact the Land Programs Department at embarkdebarktransfers@crystalcruises.com


  • If I sign up for a transfer now, can I cancel it later?
    Yes. You can cancel your transfer request on PCPC up to 14 days prior to your voyage departure. For changes made between 13 and 7 days prior to sailing, please contact; embarkdebarktransfers@crystalcruises.com. Please note that transfer cancellations made within 7 days of departure are non-refundable.
  • Why can’t I change my flight and/or transfer arrangements?

    You can make changes to your flight information and transfer requests in PCPC up to 14 days prior to your voyage. You must contact your travel advisor to make any changes to your flight and/or transfer arrangements within 14 days of departure.

    Independent guests (guests who made their own transportation arrangements to/from the ship) can easily request cruise transfers with PCPC. This feature assists guests with making their transfer plans before the cruise and also greatly assists our check-in process by having less information to collect at embarkation.

  • Why can’t I see my transfer requests in the planning calendar?

    Your transfer requests will appear in your printed itinerary. If you do not see your transfer requests on your printed itinerary, simply click on the transfer request button above the planning center and enter your requests. Once this is submitted, you will see the transfers on your printed itinerary.
  • I live in the city of embarkation. How do I complete the transportation page?

    Please click on the box indicating that you will not be flying in on the day of embarkation.

  • I have not yet finalized my travel plans to and from the ship. How do I complete this area of the Priority Check-in section?

    You can check the box indicating that you are not arriving or departing on the turn-around date/s. Once you finalize your travel plans, this can be revised at a later date by accessing the “Schedule an Airport Transfer” tab at the top of the Welcome Page in PCPC.

  • I am using Crystal’s Air/Sea program; why do I not see my flight details in the system?

    Air/Sea flights are finalized 5 months prior to sailing, and the itinerary is sent to your travel advisor. If you have any special requests, please speak with your travel advisor or call our Guest Air Services Consultant as soon as possible about our Custom Air & Upgrade Program.

  • How late can I book a private transfer?

    No Later than ten (10) days prior to sailing day – extra days are factored in to accommodate the turn-around for transfers quote to be submitted back to you for review after submission.

  • Once the request is submitted, how soon can I expect a quote?

    Transfers quotes will be offered within 48 hours.

  • Can we book a private transfer at any city?

    Private Transfers are only offered within the port city of embarkation and disembarkation. Private transfers can be arranged between the airport, ship and hotels within the port city.

  • Can I do a sightseeing tour en route to the ship?

    You may arrange a Private Adventure tour on your Crystal Cruises voyage aboard Crystal Serenity, Crystal Symphony or Crystal Esprit. Please download the Private Adventure form to request a private tour
  • Are gratuities included in the price of the Private Transfer?

    Gratuities are not included in the price of the Private Transfer and are at the guest's discretion.

  • Is my credit card information safe?

    Yes. You can safely enter your entire card number on Crystal’s Priority Check-in & Planning Center via our secure server, which encrypts all submitted information.
  • What credit cards are accepted?

     

    We accept the following cards:

    • Visa
    • MasterCard
    • Discover Network
    • American Express
    • Diner’s Club
    • JCB (Japan Credit Bureau)
  • Can I change my form of payment once I am on the ship?

    Yes. Your credit card will not be charged until the sailing. If you wish, you may register a different credit card once on board if you do not want to use the credit card you originally registered through PCPC.
  • Will you be contacting my credit card company to establish a credit limit?

    No. We do not charge the credit card or put a hold on it during the check-in process. However, we will obtain an authorization prior to cruise end to ensure there are sufficient funds on the card.

  • When will I be charged for reservations I make on PCPC?

    No financial transactions take place in PCPC. Charges for any of your pre-cruise reservations will be billed to your shipboard account during your cruise.

  • Can I use a different credit card once on board?

    Yes. Your credit card will not be charged until the sailing. If you wish, you may register a different credit card once on board if you do not want to use the credit card you originally registered through PCPC.

  • My credit card expires during the month of the cruise; how can I register through PCPC?

    Simply call your credit card company for the new expiration date, and then enter your account number along with the new expiration date in PCPC. As an alternative, you may use a different credit card to register through PCPC.

  • How do I make a reservation on PCPC?

    First, you must fully complete the Priority Check-in section. Once that is completed, you can proceed to initiating your online pre-reservations for various onboard services and experiences. 

    If your cruise is paid in full, you will be able to make reservations for Crystal Spa & Salon appointments, specialty restaurant and dining reservations. You will also be able to request time in the Creative Learning Institute, Computer University@Sea and The Vintage Room. You will be advised of the date and time of those requests once you board the ship.

    If your booking is deposited, Crystal shore excursions may be pre-reserved via PCPC.  While you will be able to view the available dates and times for the various services mentioned above, but you will not be able to make a reservation until your cruise is paid in full.

  • Why can’t I change my name in PCPC?

    The Priority Check-in system is linked to our existing Reservations System and will automatically draw existing information where possible (e.g., name, address, phone number, passport data, etc.). If you wish to change your name you must notify your travel agent to contact Crystal Cruises.

  • When will I get my cruise tickets?

    Final cruise documents are mailed within 50 days prior to the sailing date provided your cruise has been paid for in full and that all your immigration details are complete. All cruise documents are sent to your travel advisor who will then forward them to you.

  • Are my pre-cruise reservations for spa appointments, specialty restaurants and shore excursions guaranteed?

    Reservations for the spa, specialty restaurants and Crystal Adventures are guaranteed provided your cruise is fully paid (for spa and restaurants) or deposited (for excursions) and you have completed the Priority Check-in section.

  • Is there a maximum of activities or services that I can pre-reserve?

    No. However, while there are no restrictions as to the number of spa and salon appointments, Crystal shore excursions, or Creative Learning Institute class requests you may reserve, appointments are booked on a first-come, first-served basis. Complimentary dining reservations (booked via PCPC) in our specialty restaurants Prego and Umi Uma are limited to 1 per restaurant per voyage (a total of 2 dinner reservations per booking prior to sailing). However, additional requests for specialty restaurant reservations (at a nominal fee) may be made on board with the maître’d.

  • How many reservations can I make for the specialty restaurants Prego and Umi Uma via PCPC?

    Only one (1) pre-cruise dining reservation in each of our specialty restaurants for a total of 2 pre-cruise reservations, per stateroom, on each voyage, made via PCPC will be allowed. Once on board, you may see the maître d' to make additional reservations based on availability, for a $30 per person fee for each additional dining experience.

  • What if I made a mistake or change my mind about a reservation?

    You can easily change your reservation by logging into PCPC, cancelling the appointment and then re-booking at a time more convenient to you. NOTE: You must cancel the appointment and then re-submit your new request online via PCPC.

  • Can I book my spa and salon appointments in PCPC?

    Yes. The luxurious therapies and unique treatments offered in the Crystal Life Spa & Salon are available for pre-booking on PCPC, providing you with the opportunity to secure your desired appointments in advance of your travels. A full menu of Crystal Spa & Salon treatments is also provided in your stateroom upon embarkation, and additional appointments may be made once you board the ship.

  • If I cancel my spa booking, will I be able to rebook it if I change my mind?

    If you cancel your reservation for a spa and/or salon service, your reservation time slot and/or particular treatment may be filled. If you cannot find your particular treatment or preferred time slot, please visit the Spa on embarkation day or dial “0” any day thereafter to speak with the operator who will connect you. Our spa staff will work with you in booking your treatment request.

  • When I try to make a reservation in Prego or Umi Uma, I receive a message that says it is not available. Why does this occur?

    Reservations for our specialty restaurants are confirmed on a first-come, first-served basis. The selection you made for your party size, date and/or preferred time is already booked and we cannot accommodate your request. Please alter your specifications and re-submit your request.

  • Additional Questions about PCPC?

    Please click on the Support button at the top of the PCPC page and send us a message (our PCPC experts in the office are happy to assist); we will respond within 24 hours (excluding weekends) between 9 am to 5 pm  PST/PDT or call 877-495-5327.