Cruising is supposed to be all about relaxation—endless buffets, tropical cocktails, and the open sea. But there’s one part of the experience that can be downright painful: waiting in the never-ending line at guest services.
If you’ve ever been on a cruise, you know the struggle. You just need a quick answer about your beverage package, but you’re stuck behind a family of five trying to dispute onboard charges, a couple arguing over Wi-Fi fees, and someone who simply didn’t read their itinerary.
Royal Caribbean has decided to tackle this problem head-on with artificial intelligence (AI). But is it really a game-changer, or is it just a high-tech way of dealing with common sense issues? Let’s dive in.
The AI Takeover (In a Good Way?)
AI is everywhere these days—self-driving cars, personalized shopping recommendations, even those creepy targeted ads that know what you’re thinking before you do. But cruising? That’s a new one.
Royal Caribbean has already been using AI behind the scenes. It helps with dynamic pricing (why the drink package seems to get more expensive every day), food waste reduction, and revenue tracking. But now, they’ve put AI front and center where guests will actually notice it: the dreaded guest services line.
During a recent earnings call, Royal Caribbean CEO Jason Liberty explained how the company has been “infusing AI into the guest journey” to create a smoother, more efficient experience.
One of the biggest improvements? The in-app chatbot, which has already reduced guest service line wait times by 20%. Instead of physically standing in line for 30+ minutes to ask a simple question, passengers can now get answers instantly through the app.
What Can the AI Chatbot Actually Do?
The chatbot isn’t just some generic, unhelpful virtual assistant that keeps asking, “Did you mean this?” while providing completely irrelevant answers. Instead, it’s designed to handle some of the most common cruise-related questions and tasks, including:
- Adding or removing registered users from your onboard account
- Troubleshooting Wi-Fi issues (because let’s be real, cruise ship Wi-Fi is its own challenge)
- Answering questions about the cost of drink packages (which, spoiler alert, should have been purchased before you boarded for the best price)
And if you have a real problem? No worries—there’s a “Human in the Loop” feature that connects you to an actual guest service agent through the app. So, when AI detects that your issue isn’t just “What time is dinner?” you can talk to a real person.
But Can AI Fix This Problem?
Let’s be honest—part of the issue isn’t the guest services system itself. It’s the passengers who don’t take the time to read the materials provided.
Here’s a list of real questions overheard in guest service lines that should have never been asked in the first place:
- “What time do we have to be back on the ship?” → It’s in the app, on the Cruise Compass, on signs around the ship, and repeated in announcements.
- “Can I add someone to my spending account?” → Yep, and you could have done it in the app instead of standing in line.
- “How do I buy the drink package?” → You should have done this weeks ago online. It’s significantly cheaper.
- “Why do I have charges on my account?” → Probably because you bought something. Check your onboard statement in the app.
At the end of the day, AI can only do so much. It’s solving a real problem by handling quick, simple tasks that shouldn’t require a 30-minute wait in line. But it can’t fix the fact that some people just don’t pay attention.
Guest Services Lines Aren’t Going Away (Yet)
As convenient as the AI chatbot is, some issues will still require a face-to-face conversation.
For example:
- If you lose your room key, you’re not getting a new one through an app (yet).
- If you have a serious billing issue that needs escalation, you’ll probably still need to visit guest services.
- If you just love standing in lines for no reason… well, that’s on you.
But overall, Royal Caribbean’s use of AI is a win for cruisers who just want to get on with their vacation without wasting precious time on simple tasks.
Did AI Actually Fix a Major Cruise Problem or Just Help the Clueless?
Royal Caribbean’s AI enhancements are definitely a step in the right direction. Cutting down guest services wait times by 20% is no small feat. But let’s be real—if passengers just took a few minutes to read the information already provided to them, a lot of these issues wouldn’t exist in the first place.
So, did AI actually fix a frustrating part of cruising, or did it just provide an easier way to deal with avoidable questions?
We want to hear from you! Would you use an AI chatbot instead of waiting in line, or do you prefer speaking to a human? Drop your thoughts in the comments below!
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