Customer Context
Business Context
PLX is the unified brand (effective ~Mar 2026, replacing Albatross for Arctic 2026 season). Chimu Adventures is a separate brand selling PLX cruise + third-party cruise + South America land as a wholesaler/distributor. Markets: US (primary), Europe, Australia, China (charter). All-inclusive Antarctica model; Arctic has mandatory/optional flight packages. Revenue model: USD base currency with GBP/AUD/EUR selling currencies. Multi-entity structure: PLX US entity, AE Danish entity, Chimu AU entity — revenue attribution and payment routing between entities is a key complexity driver.
Timeline
Team
Competitive Context
Kaptio cruise capability (cabin selling, deck plan, departure management). Existing expedition cruise references (Aurora). Salesforce CRM integration. Multi-brand/entity support.
Assumptions
- •Phase 1 focuses on PLX cruise operations. Chimu integration is Phase 2+ and does not block PLX go-live.
- •PLX confirmed HubSpot as CRM (June 2026). Marketing in HubSpot, transactional in Kaptio. Native Salesforce-HubSpot connector for booking data sync.
- •USD is the base currency. Multi-currency selling (GBP, AUD, EUR) is required from go-live.
- •Cabin-level selling (not berth-level) is the baseline for Phase 1. Berth-level selling is dependent on Kaptio product roadmap.
- •Dynamic pricing (automated yield) is on the Kaptio roadmap but not GA. Foundation uses manual BAR rate tiers (BAR1/BAR2 per departure per category with fill-rate visibility). Automated dynamic pricing is a Phase 2+ discussion.
- •Peak 15 data migration scope (what data, what volume, what quality) will be defined during discovery. Current estimate is a wide placeholder.
- •Website integration is decoupled from PLX go-live. B2B agent portal is essential at go-live. B2C minimum = availability display + hold. Edge Journeys (Oct 2026) is the Chimu booking engine path.
- •PLX will provide a dedicated project manager and subject matter experts for the implementation. Chris Dunham's knowledge must be captured before his departure.
- •GDS integration scope is limited to Amadeus PNR import (not live flight booking) for Phase 1.
- •Hotel block contract management (Ushuaia) is manual/semi-automated in Phase 1. Full automation is Phase 2+.
- •Staff/expedition crew are not modeled as passengers in Phase 1 (separate handling TBD).
- •Chimu's wholesale/FIT model maps to Quest FIT template with added complexity for multi-supplier and multi-currency. Chimu discovery is required before estimates can be narrowed.
- •All cruise-specific outcome estimates are judgment-based with zero historical calibration. They must be treated as indicative ranges, not commitments.
- •Kaptio deck plan visualization capability is assumed to be at minimum display-ready for booking workflows. Interactive maturity TBD.
- •Three vendors are in evaluation. This scoping document assumes Kaptio is selected — effort estimates are Kaptio-specific.
- •PLX cruise is the sole focus for Foundation through Phase 2. Chimu integration starts as Phase 3 after PLX stabilizes.
- •Implementation team: 3–4 FTE (Lead + Functional + Technical) with PM overlay.
- •~12-month implementation timeline from contract signature to PLX cruise go-live.
- •Discovery workshops run concurrently with Foundation. 4–6 week workshop programme.
- •Foundation is the only upfront commitment. Phase 2 SoW is priced from Foundation evidence, not pre-discovery estimates.
- •Business Central integration scope must be confirmed before Foundation kickoff (invoice-level, booking-level, or GL entries).
- •~8–10k active booking records in Peak 15 for migration. Peak 15 vendor requires 90-day termination notice.
- •Cabin sharing uses category-first model with optional cabin pick. Sales inventory (allotments) is separate from physical inventory (service cabins). Gender-aware berth matching is an active product development item (ST-3404, cycle 17).
- •Charter passengers (~50% of business) may qualify for a lighter licensing tier — manifest import/export only, not full retail servicing. Commercial model under discussion.
How We Work
Kaptio's implementation approach and the roles & responsibilities split.
Approach
Outcome-based phased delivery with structured discovery workshops
Discovery Process
Themed discovery workshops validate baseline assumptions and capture deltas. Each workshop maps to specific outcomes. Workshops run during Phase 1 with outputs feeding Phase 2+ configuration. PLX-specific: cruise workshops must capture Chris Dunham's knowledge before retirement.
Delivery Model
Iterative configuration sprints within each phase. Demo-feedback-refine cycles. UAT at end of each phase with formal sign-off before progressing.
Governance
Bi-weekly steering committee (Kaptio + PLX leadership). Weekly delivery stand-ups. Escalation path through project managers. Baseline delta process for scope changes.
Roles & Responsibilities
Who does what — Responsible, Accountable, Consulted, Informed
| Activity | Kaptio | Customer | Notes |
|---|---|---|---|
| Discovery workshops | R | A | Kaptio facilitates; PLX provides domain expertise and decisions |
| Ship and cabin catalog setup | R | C | Kaptio configures; PLX provides ship data, deck plans, cabin specs |
| Pricing configuration | R | A | Sebastian owns pricing rules; Kaptio implements |
| Data migration (Peak 15) | C | R | PLX extracts data; Kaptio provides import templates and validation |
| CRM decision and setup | C | A | PLX decides CRM platform; Kaptio configures Salesforce or integration |
| UAT and acceptance | C | R | PLX tests and signs off; Kaptio supports and fixes |
| Training | R | A | Kaptio delivers training programme; PLX ensures team availability |
| Go-live support | R | C | Kaptio provides hypercare period; PLX escalates issues |
| Website integration | C | R | PLX leads website project; Kaptio provides API documentation and support |
| Change management | C | R | PLX drives internal change; Kaptio provides materials and guidance |
Managing Changes to the Baseline
Changes discovered during workshops are classified and managed through a structured delta process.
Configuration
Adjustments to standard Kaptio settings (cabin categories, pricing rules, user profiles)
Customization
Non-standard modifications requiring development (e.g. custom sharing logic, manifest templates, multi-entity routing)
Product Development
Net-new platform capability (e.g. dynamic pricing engine, berth-level selling, full deck plan interactivity)
Documentation
User stories with acceptance criteria. Tracked in shared project backlog.
Governance
Delta review at weekly delivery stand-ups. Material scope changes approved at bi-weekly steering.
What We Know
Discovery progress and unanswered questions that affect estimation confidence.
Discovery Progress
75% Complete6 Unanswered Questions — Blocking Estimation Confidence
Delivery Plan & Investment
23 outcomes across 3 phases — what we deliver, how we get there, and the effort breakdown by role.
aWhat We'll Deliver
Core Foundation
(4 outcomes)Product Experience
(11 outcomes)Channel
(9 outcomes)Advanced
(7 outcomes)bHow We'll Get There
Implementation Phases
3 phasesFoundation
Fixed-scope, fixed-cost engagement delivering working configured platform, discovery workshops, validated gap analysis, and Phase 2 SoW
Fixed scope, fixed cost. Working platform week 1. Discovery workshops capture Chris Dunham knowledge. Produces Phase 2 SoW with validated scope and timeline.
Go-Live Configuration
Full PLX operational go-live: booking, sharing, payments, documents, guest portal, agent B2B, B2C, Business Central, reporting, manifests, data migration, training
All functionalities currently in Peak 15 = minimum baseline. Internal ops, agents, and guests all transact on Kaptio from day one. Edge Journeys for B2B + B2C. BC two-way. Cabin sharing (C17). UAT + training included.
Expand
Chimu onboarding, charter integration, loyalty, dynamic pricing, and additional expansion workstreams post go-live
Chimu sequential (recommended) — same programme team, scope driven by PLX lessons. Charter stays in Excel until PLX is ready. Loyalty and dynamic pricing scoped separately.
cInvestment
Estimation Summary
18 of 19 outcomes have full data; 1 have partial data; 0 need more content. Average maturity: 89/100.
- →Outcome not found in content collection — create MDX file
- →Document pitfalls and risks
- →Outcome estimate is a placeholder — needs calibration
Foundation
| Outcome | Total | Lead | FC | TC |
|---|---|---|---|---|
Your Kaptio Foundation×1.87 | 15–28 | 3.8–7 | 8.3–15.4 | 3–5.6 |
Suppliers, Services & Contracted Rates×1.2 | 20–36 | 3–5.4 | 12–21.6 | 5–9 |
Packages & Selling Price×2 | 22–40 | 3.3–6 | 13.2–24 | 5.5–10 |
B2B & B2C CRM Setup×1.3 | 12–25 | 2.4–5 | 6.6–13.8 | 3–6.3 |
Cruise Products That Fill Cabins | 20–33 | 4–6.6 | 10–16.5 | 6–9.9 |
cruise-inventory-management | 13–23 | 2–3.5 | 5.2–9.2 | 5.9–10.4 |
cruise-deck-plan-visualization | 13–25 | 1.3–2.5 | 3.9–7.5 | 7.8–15 |
Custom Security Model×1.3 | 7–14 | 1.8–3.5 | 3.5–7 | 1.8–3.5 |
| Delivery Subtotal | 122–224 | 21.6–39.5 | 62.7–115 | 38–69.7 |
| Project Management (12%) | 15–27 | cross-cutting | ||
| Other Overhead (8%) | 10–18 | environments, tooling | ||
| Phase Total | 147–269 | |||
Go-Live Configuration
| Outcome | Total | Lead | FC | TC |
|---|---|---|---|---|
Seamless Cabin Booking at Scale | 17–28 | 3.4–5.6 | 7.7–12.6 | 5.9–9.8 |
cruise-sharing-program | 11–20 | 1.7–3 | 5–9 | 4.4–8 |
Departure Command Center | 13–25 | 2–3.8 | 7.2–13.8 | 3.9–7.5 |
From Search to Confirmed in Minutes | 13–23 | 2–3.5 | 6.5–11.5 | 4.6–8 |
Bookings, From Quote to Complete | 11–20 | 2.2–4 | 5.5–10 | 3.3–6 |
Payments That Just Work×1.73 | 22–40 | 3.3–6 | 6.6–12 | 12.1–22 |
Confirmations, Financial Summaries & Final Docs×1.15 | 16–28 | 2.4–4.2 | 8–14 | 5.6–9.8 |
Guest Details, Captured Seamlessly | 7–13 | 1.1–2 | 3.2–5.9 | 2.8–5.2 |
Trade Partners That Sell More | 13–25 | 2.6–5 | 6.5–12.5 | 3.9–7.5 |
Business Intelligence at Your Fingertips×1.3 | 10–26 | 2–5.2 | 5–13 | 3–7.8 |
cruise-manifest-operations | 11–20 | 1.1–2 | 5.5–10 | 4.4–8 |
System Integrations Made Simple×0.8 | 16–32 | 2.4–4.8 | 3.2–6.4 | 10.4–20.8 |
Automated Guest Communications | 7–16 | 1.1–2.4 | 2.8–6.4 | 3.2–7.2 |
| Delivery Subtotal | 167–316 | 27.3–51.5 | 72.7–137.1 | 67.5–127.6 |
| Project Management (12%) | 20–38 | cross-cutting | ||
| Other Overhead (8%) | 13–25 | environments, tooling | ||
| Phase Total | 200–379 | |||
Expand
| Outcome | Total | Lead | FC | TC |
|---|---|---|---|---|
Group Business, Streamlined | 13–23 | 2.6–4.6 | 6.5–11.5 | 3.9–6.9 |
Charter Operations, Controlled | 20–33 | 4–6.6 | 8–13.2 | 8–13.2 |
| Delivery Subtotal | 33–56 | 6.6–11.2 | 14.5–24.7 | 11.9–20.1 |
| Project Management (12%) | 4–7 | cross-cutting | ||
| Other Overhead (8%) | 3–4 | environments, tooling | ||
| Phase Total | 40–67 | |||
Risks & Next Steps
Known risks and open questions that need answers before finalizing.
Risks (14)
Peak 15 knowledge concentration — Chris Dunham retiring with critical system knowledge
Mitigation: Capture Chris's knowledge in structured discovery workshops before departure. Hire product owner as replacement. Document Peak 15 data model and business rules during migration scoping.
CRM decision resolved — HubSpot retained. Integration architecture still requires scoping during Foundation
Mitigation: Decision made June 2026. HubSpot connector architecture to be validated during Foundation. Chimu CRM direction still TBD.
Dynamic pricing product readiness — described as "in development" at Kaptio (Aug 2025)
Mitigation: Confirm current product status and roadmap before Copenhagen onsite. If not ready, scope promotional + seasonal pricing as Phase 1 alternative with dynamic pricing as Phase 2.
Berth-level selling / same-gender share matching — acknowledged as Kaptio roadmap item, not GA
Mitigation: Confirm product status. Phase 1 can use cabin-level selling with gender share at category level. Berth-level refinement in Phase 2 if product is ready.
Three-vendor evaluation — Kaptio may not be selected
Mitigation: Copenhagen onsite is the key proof point. Tailored demos must convincingly address cruise-specific requirements (cabin selling, deck plan, groups/charters, pricing).
Chimu complexity underestimated — wholesale/DMC model is fundamentally different from PLX cruise
Mitigation: Only one Chimu reverse demo conducted. Dedicated Chimu discovery phase required before estimates can be firmed. Do not bundle Chimu scope commitments with PLX Phase 1.
Website integration dependency — new website is a separate project with unclear timeline alignment
Mitigation: Decouple website integration from PLX go-live. Phase 1 = internal booking + agent workflows. Website integration as Phase 2 when website project timeline is clearer.
Peak 15 data migration scope is a black box — could add 50-150+ man-days
Mitigation: Dedicated migration discovery workshop to assess schema, volume, quality, and export capabilities. Narrow placeholder estimate before commercial commitment.
Multi-entity payment routing rules not defined by PLX
Mitigation: Must be resolved during discovery. PLX needs to define revenue attribution rules and bank routing logic for PLX US vs AE Denmark entities.
China charter operations largely outside current systems (spreadsheet-based)
Mitigation: Include charter workflow in Phase 2/3. Agent-assisted completion for Chinese/Indian clients. Charter manifest upload capability.
Cabin sharing product dependency — active development (ST-3404, cycle 17) with prototype review 9 Jun 2026
Mitigation: Category-first selling with optional cabin pick validated as interim model. PLX participates as discovery partner. Cabin-level sharing available today as fallback.
Business Central integration timing — PLX moving to BC and needs integration scoped during Foundation
Mitigation: PLX to confirm integration scope (invoice, booking, or GL) before Foundation kickoff. Standard finance export integration available.
Charter passenger licensing may push costs above 12k passenger tier (~$100k annual differential)
Mitigation: Discuss manifest-only tier with commercial team. Charter workload is lighter (spreadsheet import → manifest out). Flag for Foundation commercial discussions.
Waitlist not automatic today — manual process with planned product revamp before go-live
Mitigation: Manual waitlist acceptable for Foundation. Product revamp planned. Monitor roadmap progress.
Open Questions (15)
Sorted by priority — high priority questions have the biggest impact on estimation confidence.
What are the multi-entity payment routing rules? How is revenue attributed between PLX (US) and AE (Denmark) entities on the same departure?
highRevenue routing to separate banks (US vs Danish). Service-level revenue split between PL and Chimu on same booking also undefined.
GAP: No historical cruise implementation data exists in the estimation framework. How should cruise estimates be calibrated?
highAll 7 cruise outcomes are judgment-based. Aurora referenced as comparable but no implementation data available.
What is the outcome of the 9 Jun cabin sharing prototype review? Does PLX accept category-first + optional cabin pick?
highPrototype review scheduled 9 Jun 2026. PLX currently allows cabin selection as a brand differentiator (Tim). Kaptio proposing category-first with surcharge for cabin pick. Outcome determines sharing program architecture.
What is the Foundation fixed fee and Phase 2 directional range? (Tracy commercial proposal pending)
highTwo scenarios promised: with Salesforce CRM licensing and without (HubSpot retained). Foundation pricing and Phase 2 range to be delivered post-onsite.
What is the charter-only passenger licensing model? Should manifest-only charters be priced differently from full retail passengers?
high~50% of PLX business is charters. At 12k+ passengers, licensing tier increases by ~$100k. PLX flagged this at debrief. Kaptio commercial team to follow up.
Chimu intercompany invoice model — can Kaptio generate a single document that serves as both customer invoice (outbound from PLX/AE) and supplier invoice (inbound to Chimu)? ~USD 3.5M annually.
highChimu operates as both recipient of PLX/AE customer invoices and issuer of supplier invoices to third parties. Open question flagged in Implementation Workshop document. Must be resolved before Chimu Phase 3 discovery.
What is the inventory display strategy? Show cabin numbers vs category-only to customers?
mediumInternal debate mentioned in Sales reverse demo (Tim). Affects booking UX design and deck plan visualization scope.
What is the website integration scope and timeline? Who builds the new website, when does it integrate with Kaptio?
mediumNew website in flight (~18 months from Mar 2026). Separate project. Integration scope with booking engine unclear.
KAPTIO: What has Kaptio actually delivered for charter operations? The outcome estimate is a placeholder.
mediumPLX has significant full/half charter business. Only a placeholder estimate exists (20-33 days). Need delivery reference.
GAP: Chimu wholesale/DMC model has had only one reverse demo. Estimates are highly uncertain.
mediumChimu operates as distributor (18 polar suppliers, 12 LATAM DMCs) with fundamentally different workflows from PLX cruise. Dedicated Chimu discovery needed.
GAP: Commercial model not resolved — standard implementation vs sponsored cruise features. Affects cost structure.
mediumTracy/Rowan asked about custom dev vs core vs sponsorship during Aug 2025 demo. Rowan's 2-month product cadence mentioned.
What are PLX's multi-language support requirements? Which languages, which touchpoints (booking flow, emails, guest portal, documents), and what is the content supply chain for translated copy?
mediumPLX team asked post-onsite whether a fully localised end-to-end experience (e.g. German landing page → German booking flow → German emails → German guest hub) is possible. The hub Q&A confirms it is achievable via channels, but scoping needs to capture which languages, volume of translatable content, and who supplies the copy.
What is the granularity of Business Central two-way integration? Invoice-level, booking-level, or GL entries? Revenue categories for reporting?
mediumBC two-way confirmed for go-live (MVP). Automatic invoice/credit note flow to BC, payment entries flow back. Both US and Danish entities. Granularity refined during Foundation. Anders committed to sending TOMS guidelines.
What is the AI/agent feature commercial model? Token packs, BYO-model, or bundled usage?
mediumDiscussed at debrief. Commercial model not finalised. Flagged for follow-up once AI product offerings mature.
Multi-entity payment routing — confirm one common provider and routing logic (entity determined via payment → invoice → booking → entity chain)
mediumPLX preference: payment provider handles bank account routing logic. Kaptio posts payment entries after settlement. To be aligned with provider during Foundation.
Statement of Work
Draft SOW status and link to the generated document.
No SOW Draft
No Statement of Work has been generated yet for Polar Latitudes Expeditions.
Ask Cursor: "generate SOW for plx"