FAQ
Frequently asked questions about our platform
Last updated
Frequently asked questions about our platform
Last updated
If your question isn't answered in our FAQ or other related links on the side panel, please contact support at dokk@dokk.is. You can also send us a Support Ticket through theSupport Request Form.
DOKK serves port authorities, cruise line agencies, and stakeholders within the maritime and tourism sectors. If you are interested in joining DOKK, please reach out to us directly at dokk@dokk.is.
Our onboarding process begins with an evaluation of your organization’s role in the industry to ensure alignment with our platform's criteria for port or agency organizations. To verify authority, we’ll conduct thorough vetting of the person making the request to join on behalf of the organization.
For Cruise Line Agencies: We will schedule a remote meeting to discuss your operations, the ports where you primarily place port calls, and how DOKK can support your scheduling needs.
For Port Authorities: We will arrange a virtual meeting to understand your operations, during which we will collect specific infrastructure information, such as details about each quay where cruise vessels may berth. Information about quay depth, length, tolerance, and the maximum passenger volume that your port and community can support will also be required.
Setting up your organization and accounts on DOKK is straightforward. Once we receive the necessary operational information, our team will configure your organization’s accounts, ensuring you are ready to experience streamlined, future-forward cruise line booking management.
If you need additional accounts for team members, please reach out to us directly at dokk@dokk.is with the relevant details, including the full names and official organizational emails of the users and their privilege level in the platform. Refer to Account Management to better understand the Organization roles in the platform and their privileges. Our team will set up the new account promptly.
We’re also working on a streamlined, self-service solution that will allow organization admins to create and manage user accounts directly from within the DOKK platform—this feature is on our roadmap!
For pricing details on additional organization accounts, please refer to our Plans and Pricing section.
Why am I not seeing any port calls?
If you’re a port authority organization on DOKK and ready to start receiving port calls, there could be a few reasons why port calls aren’t visible:
Complete Operational Setup: Ensure that all necessary information about your port’s infrastructure (such as quay details, passenger capacity, and other port specifics) has been provided to DOKK. Missing data could impact your visibility in the platform, making your ports unavailable to agents.
Agent Access to Your Ports: If an agent doesn’t see your ports listed as available in DOKK, they may assume they cannot book there. Only cruise line agencies are able to place port calls, while port authorities manage and approve requests, including allocating berths at quays for arriving vessels.
Transition to DOKK-Only Bookings: If you’re still receiving port calls from agents outside of DOKK (such as by email), we recommend guiding them to the DOKK platform. Centralizing port calls on DOKK can streamline booking and scheduling processes, bringing consistency and efficiency to cruise calls in your country.
Technical Check: If you’re logged in but still not seeing any port calls for your port(s), try refreshing the page. If the issue persists, please reach out to us at dokk@dokk.is for immediate assistance.
We’re here to help get your organization fully set up and operational on DOKK!
To comply with privacy requests made by cruise lines operating in Europe, vessel names are hidden on the public calendar. This ensures that, when visitors view port schedules up to two years in advance, individual ship names remain private in alignment with privacy standards.
We are actively developing a new, enhanced calendar for platform users that will provide additional information while balancing privacy considerations from all stakeholders.
We understand that this may be an inconvenience for agents or ports looking to closely monitor vessel arrivals. For ports that filter the calendar to display only their own port calls, there is an option to click the booking ID in the top left corner of each booking card. This link will take users directly to the platform, where they can view the full port call details, including the vessel name.
Our system stores all port call data using UTC (Coordinated Universal Time) as the standard for arrival, departure, and turnaround times. When the platform displays these times, it automatically adjusts to the local time zone of your computer. This can sometimes create confusion, particularly if you’re placing port calls in a country with a different time zone than your current location.
To help with this, we’ve implemented a time zone feature that displays the local time zone of each port during the booking process. This ensures that agents can clearly see the port’s local time zone when placing a port call, helping to reduce discrepancies.
While this approach addresses most time-related issues, we recognize this as an area for further enhancement. In the future, we aim to display multiple time views (UTC, your local time, and the port’s time zone) to provide additional clarity. For now, if you’re scheduling port calls in different time zones, we recommend double-checking the displayed time zone in the booking details to ensure accuracy.
We understand that transferring port calls between agencies can be complex, especially when rights change regarding specific vessels. Currently, DOKK handles such transitions manually, which involves a detailed transfer of data within our system. While we have experience in managing these transitions, please be aware that the manual process can present some challenges, and we are actively working toward a more automated solution.
In cases where an agency is losing booking rights and needs to transfer upcoming port calls to another agency, we ask that both the outgoing and incoming agencies contact us as soon as possible. This ensures clear communication and minimizes disruptions. For now, both agencies must be prepared to collaborate with DOKK as we work to transfer the relevant port calls effectively.
Please reach out to us immediately at dokk@dokk.is so we can coordinate the transition and ensure continuity in your booking operations.
Great question! Our pricing model is designed to align with best practices observed in other booking platforms, ensuring fairness while encouraging widespread adoption of DOKK. Here's why ports, rather than agencies, bear the fee for completed port calls:
Encouraging Agency Participation By not charging agencies for placing port calls, we remove any financial barriers that might deter them from joining the platform. This ensures that ports receive more bookings, fostering increased activity and streamlining communication between ports and agencies.
Centralizing Operations for Ports Ports benefit significantly from a centralized, real-time system like DOKK. It simplifies operations, improves transparency, and helps optimize berth allocation and resource planning. The fee paid by ports is an investment in accessing these benefits, including reduced workload, improved accuracy, and seamless collaboration with agencies.
Keeping Costs Minimal for Ports We’ve worked hard to keep the fee per completed port call as low as possible — currently 1,490 ISK (excluding VAT). This modest fee supports the platform’s operation and continuous development while ensuring affordability for ports. Importantly, ports are not charged for canceled, rejected, or unaccepted port calls, ensuring they only pay for services directly benefiting their operations.
Parallels to Other Booking Platforms In many booking platforms (e.g., hospitality or transportation), the receiving party—such as a hotel or service provider—bears the cost of the booking system rather than the guest making the reservation. This model works effectively because it incentivizes users to book without hesitation, ultimately increasing the volume of transactions and providing value to the receiving party.
Equity in Payment Responsibility Agencies act as intermediaries facilitating bookings on behalf of cruise lines, while ports receive the direct operational and economic benefits of successful port calls. As the end beneficiary of the booking, the port is best positioned to cover the nominal fee for completed port calls.
Driving Platform Growth By placing the cost burden on ports, DOKK creates an environment where agencies are more inclined to adopt the platform. This boosts platform activity, ensuring more completed port calls and delivering value to ports in the long term.
Enhanced Public Visibility As part of the service, the official public calendar provided by DOKK displays all accepted port calls for every port in the system. Users can filter the calendar by port and even by vessel to monitor upcoming bookings. This transparency adds value to ports by showcasing their scheduled activities, helping stakeholders—including local businesses and agencies—prepare accordingly.
Our model ensures that all stakeholders—ports, agencies, and cruise lines—derive meaningful benefits from using DOKK. Ports gain operational efficiency, transparency, and access to centralized booking, while agencies experience seamless scheduling without upfront costs.
We understand that some ports and agencies experience higher traffic than others, resulting in frequent email notifications about incoming port calls, suggested changes, or messaging activity.
To reduce or mute these email notifications, you can leave the notification email field blank in your user account settings. This will stop email notifications while still allowing you to view your latest notifications in the side panel within the platform.
