FAQ – Inclusive Experiences Impress Your Customers and Have the Answers to Their Questions the Moment They Ask

FAQ – Inclusive Experiences Impress your customers and have the answers to their questions the moment they ask.

Understanding Inclusive Experiences:

. What are the Inclusive Experiences? Inclusive Experiences is MSC Cruises' new pricing structure for October, 18th sailings onward. It provides exceptional value to the customer and more commission to you by bundling a variety of amenities. As of September 23, 2014, all cruises must be booked into one of the four Inclusive Experiences (Bella, Fantastica, Aurea, MSC Yacht Club). Learn more about Inclusive Experiences

. How does booking work with an Inclusive Experience? Inclusive Experiences can be booked in the same way that you currently book your cruises through MSC Cruises including Amadeus, Sabre, and Revelex. You can also book with MSC direct. Follow three simple steps to book.

1. Choose your category (Interior, Ocean View, Balcony) 2. Choose your experience (Bella, Fantastica, Aurea, MSC Yacht Club) 3. Book your MSC Cruise

. Which stateroom category does each Inclusive Experience apply to?

Category Experience Bella Interior Fantastica Bella Ocean View Fantastica Bella Balcony Fantastica Aurea Suite Aurea YC 1 - Deluxe YC 2 - Executive & Family MSC Yacht Club YC 3 - Royal . What is the benefit for travel agents to book Inclusive Experiences?

- 4 simple choices - Easy to upsell - Fully commissionable - Great for new and experienced cruisers - Something for everyone (from a la carte to all-inclusive)

. What is the rationale behind the new Inclusive Experiences?

EXPERIENCE VALUE PROPOSITION RATIONALE The consumer research highlighted Bella Best price with a la carte amenities ~30% of pax are price sensitive and decide to buy a cruise mainly according to price level

The consumer research highlighted ~70% of pax decided to buy a cruise looking at quality Fantastica Priority choice in staterooms and dinner seating factors: . Two different price points defined to better cover the gap between Bella and MSC Yacht Club Aurea Premium choice in staterooms and . Categories now focus on the “My Choice” dining times, and most important cruise item for includes other exclusive amenities consumers (e.g. staterooms, beverage, SPA package, children’s activities…)

. What are the main differences of Inclusive Experiences? The new pricing structure is now based on the stateroom and included amenities that travelers are looking for (e.g. flexible dining times, SPA packages, etc.). Previous categories didn’t include amenities except for MSC Yacht Club. For example, the Bella Experience is the lead rate that we have always offered without any amenities included. The Fantastica, Aurea, and MSC Yacht Club Experiences each have more amenities and value to offer your customer. . Does the Inclusive Pricing always include the same benefit on all ships? Yes, the Inclusive Experiences are generally the same fleet-wide. However, there will be promotions for MSC Divina sailings in the Caribbean that will offer additional benefits. In addition, only the Fantasia class ships have the MSC Yacht Club Experience. Fantasia Class ships: - MSC Divina - MSC Fantasia - MSC Preziosa - MSC Splendida

. Will Inclusive Experiences be eligible for MSC Club Rewards? MSC Club Members will continue to earn points for all Inclusive Experiences including the Bella, Fantastica, Aurea, and MSC Yacht Club Experience.

. What is the time frame for the new pricing? Inclusive Experiences will be available for reservations starting Sept. 23, 2014 for sailings Oct. 18, 2014 forward.

What about upgrades & pre-paid packages? . Will it be possible to add on any additional packages (such as spa, beverage specialty dining)? Yes, guests can buy any additional service / package. For example, if you booked a Bella balcony stateroom you can also add a beverage package to your cruise, or add on additional vouchers.

. How do upgrades work? Each experience upgrade will require a stateroom upgrade as well. There are 3 types of upgrades: - an Experience upgrade (e.g. from Balcony Bella to Balcony Fantastica) - a stateroom category upgrade (e.g. from Inside Bella to Balcony Bella) - an Experience and stateroom category upgrade (e.g. from Inside Bella to Balcony Fantastica) - Upgrades are subject to availability, and can be requested only during the validity of a certain promotion. Outside of the MSC promotions the upgrade will be done based on Anytime rates.

In the situation of technical upgrades (managed by MSC Cruises), the guest will benefit from the stateroom upgrade, excluding the content of the Experience (pre-cruise or on board). Therefore it would be a "stateroom only" upgrade, with same services originally paid by the guest. (E.g. if you booked a Bella stateroom, you can be upgraded to a Fantastica stateroom, but you will keep the Bella experience you originally booked.)

What is the Bella Experience? Best price with a la carte amenities

. Is there a delivery fee for room service with the Bella Experience? There is a $3.95 delivery charge for room service.

. Can customers choose their stateroom for the Bella Experience? Yes. Customers can request their stateroom upon booking; however, the request will be honored for the staterooms that are allocated to the Bella Experience. Please see deck plans for more information.

. Can customers choose their dining time with the Bella Experience? Customers can request early or late seating, but priority will be given to Fantastica Experience guests. Dining time will be confirmed once onboard.

What is the Fantastica Experience? Priority choice in staterooms and early or late dinner times.

. Is room service delivery free with the Fantastica Experience? Yes there is free 12 hour delivery. There is a $3.95 delivery charge between the hours of 11pm-6am.

. How do the drink vouchers work for the Fantastica Experience? With the Fantastica Experience (booked after September 23, 2014), the 1st and 2nd guest will receive 12 free drink vouchers to use on coffee, soft drinks, cocktails, beer, wine or gelato. This promotional offer is available on 7-night or longer Caribbean cruises booked before December 31, 2014 for sailings between October 18, 2014 – April 11, 2015. Fantastica Experience guests can also add on a pre-paid drink package for more discounted beverages on board.

. What kind of kid’s activities do you have? Beside the Aqua Park, video arcade, and Infant & Kid’s Club that accommodates children from 3 years old to teenagers, Fantastica and Aurea Experience guests’ children can participate in our DoReMi cooking classes, to learn how to cook pizza and pastries, and the DoReMi language course, where children learn basic sentences in 6 different languages. Learn More

What is the Aurea Experience? Premium choice in staterooms and “My Choice Dining”.

. How does the priority boarding work for the Aurea Experience? Aurea guests will have priority at the check-in and boarding with dedicated check-in desks on. Please note that the priority is only on the first day of cruise, on embarkation day after check-in. No priority is foreseen on all other cruise days.

. How does the unlimited drinks work with the Aurea Experience? With the Aurea Experience, the 1st and 2nd guests will receive unlimited drinks of coffee, soft drinks, cocktails, beer, wine or gelato throughout the duration of the cruise. (Does not include premium beverages).

. What’s included in the spa package with the Aurea Experience? 60 minute massage, thermal spa access, welcome drink and spa consultation will be received for the 1st and 2nd guests that have booked an Aurea Experience.

. Are there differences among ships? The items comprised in each Inclusive Experience are always the same. Although, for Aurea guests, there are slight variations in the sun deck due to different characteristics of each class of ships. Hence, the reserved sun deck is not always the same and it has been specifically identified ship by ship: - Fantasia class: Top deck 18 A - Musica class: Deck 16 (bow solarium). Only on Magnifica there will also be a cafè - Lirica class: Deck 13 (bow sundeck) . Which services are included in the reserved sun deck? Offering includes: - Towel - Refreshing chilled towel - Tiki bar (for Fantasia class ships only) - Bar service (Lirica and Musica class ships only) - Specially dedicated SPA menu - Water mister

. What does My Choice Dining in the Aurea Experience mean? Aurea Experience guests are able to dine anytime during restaurant hours in a dedicated area.

. Can you request My Choice Dining before the cruise? No, My Choice Dining must be requested on board.

What is the MSC Yacht Club Experience? Elite, VIP club level with all-inclusive amenities.

. Why can MSC Yacht Club guests only receive free drinks in the Yacht Club? At this time, MSC Yacht Club guests are allowed all-inclusive drinks only in the MSC Yacht Club areas on the ship.

Groups

. How does booking groups work with the Inclusive Experiences? Groups can book any Inclusive Experience and within the same group there can be different Inclusive Experiences. . Is there a limit for the amount of clients booked for an Inclusive Experience? No. Inclusive Experiences are based on stateroom availability.

Commission

. Do I still receive commission on pre-booked and pre-paid services? MSC Cruises will continue to pay five percent commission on services that are pre- booked and pre-paid by guests. To receive commission, guests must book and pay in full for these additional amenities through their travel agents in advance and not through the MSC web site.

. What are the commissions paid on the services included in the Inclusive Experiences? Travel agents will receive full commission on the Inclusive Experiences. Commission levels remain the same.

Pre-existing Bookings

. How will the Inclusive Experiences work with pre-existing bookings? Any customer that has booked an interior, ocean view or balcony stateroom before September 23, 2014, will automatically receive the Fantastica Experience without the drink vouchers. Yacht Club suites will automatically receive the MSC Yacht Club Experience.

. How will the MSC crew know which experience was booked? New key cards for each traveler will reflect the experience for each Inclusive Experience.