Frequently Asked Questions
Registration
Q: How do I submit changes to a registration form already processed?
A: Once your registration is complete, you can contact the New Castle Events Team via phone at +1 (972) 661-6456 or via email at info@ncbpcustomertrip.com.
Guests
Q: Who may I bring as my guest?
A: You are allowed to bring one (1) guest on the New Castle Customer Appreciation trip. This guest is defined as your spouse, domestic partner, family member, or friend, who is at least 21 years of age. Please note that you are not allowed to invite another employee as your guest unless they are your spouse, domestic partner, or you are engaged to be married.
Q: May I bring additional guests or children under the age of 21?
A: No. Additional guests or children under the age of 21 are not allowed to attend.
Q: What if I need to change my guest?
A: Please contact the New Castle Events Team as soon as possible via phone at +1 (972) 661-6456 or via email at info@ncbpcustomertrip.com. If you change your guest after you have registered, any additional charges or airline change fees will be at your own expense.
Expenses
Q: What is included in this program?
A: Your New Castle Customer Appreciation trip includes:
- Round-trip economy class air for you and one (1) guest.
- Resort accommodations (one sleeping room), all taxes, housekeeping gratuities, and porterage at the Fairmont Mayakoba for the program dates of January 25 – 30, 2025.
- One (1) group activity offered on Monday, January 27, 2025.
- One (1) hosted activity per person for you and one (1) guest offered on Tuesday, January 28, 2025.
- All planned group functions as noted on the daily itinerary.
- Breakfast each day of the program provided via room credit.
- All taxes and gratuities for hosted program events.
- Ground transportation to and from the Fairmont Mayakoba on main group arrival and main group departure dates.
General Travel Information
Q: Who do I contact about travel-related questions?
A: All travel-related questions should be directed to the New Castle Events Team listed under Contact Us at the bottom of each page.
Q: When will I receive my travel documents?
A: The New Castle Events Team mails the final travel documents to the address you listed in your registration form about two weeks before the program. If you change addresses after registration, please notify the New Castle Events Team immediately to ensure delivery.
Q: Do I need a passport to get to Cancún?
A: Yes
Q: Are there any baggage limitations for the airlines?
A: There is no longer a standard set of rules that apply to all airlines' baggage limitations. The airlines are imposing a fee for luggage exceeding their weight limits. For most airlines, this is 50 pounds for checked luggage and 40 pounds for carry-on bags. Please check with your carrier for luggage allowance and restrictions before departing for the airport. Fees will apply to excess checked and/or carry-on bags.
The airlines have a per-person limit for carry-on bags of one personal item and one carry-on bag. Personal items are identified as one of the following: a purse, briefcase, small backpack, or laptop computer. Passengers exceeding the carry-on limit may not be allowed through the security checkpoint.
Q: What is an e-ticket?
A: It is a confirmation of your airline travel; the airlines are no longer issuing paper tickets. You will still need a passport to check in and receive your boarding pass from your airline. The name on your ticket MUST be exactly the same as the name on your passport.
Q: Can I upgrade using Frequent Flyer miles or coupons?
A: Yes, however, any deviations or upgrade charges with your ticket will be at your own expense. All frequent flyer requests for upgrades need to be personally handled by the respective airlines.
Resort Accommodations & Ground Transfers
Q: Can I extend my stay at the resort before or after the program?
A: Yes; however, any additional expenses incurred as a result of an extended stay will be at your own expense. Please refer to the Resort page for more information on the discounted group rate. For additional details, please contact the New Castle Events Team (see Contact Us).
Q: If I extend my stay, will airport transportation be provided?
A: No, transportation will only be provided on the main group arrival and departure days.
Activity Information
Q: Can I change my activity after I have registered?
A: You are welcome to make any changes to your activity before the registration deadline. After the registration deadline has passed, changes to activities can only be accommodated on a space-available basis. Please note, there may be an additional fee associated with changing your activity.
Q: When will I receive confirmation of my selected activity?
A: You and your guest will receive confirmation of your activity selections in the Pre-Trip Mailer. When you receive your confirmation, please make note of the recommended attire and departure times.
Attire
Q: What is the attire for the trip?
A: Please refer to the itinerary page for the appropriate attire for each group function. Attire descriptions can be found below in the attire glossary.
Beach Casual: Swimsuits with cover-ups, sunhats, and open-toe shoes (including flip-flops) are allowed.
Resort Casual: Informal and comfortable, yet clean and professional. Examples include jeans, shorts, polo shirts, blouses, and sundresses. Practical footwear (no flip-flops) for men, flats, and open-toe sandals for ladies.