Cruise Lines Use Technology to Add the Personal Touch

The surge is partly thanks to increased computing power on the vessels themselves. Ships now “have better data centers, satellite connectivity and IT staff on board,” said Manny Vellon, chief technology officer of the software and consulting company, Level 11, that worked with Carnival to create its wearable OceanMedallion.

Here are some of the ways companies hope to address the most common complaints:

It Takes Too Long to Check In

Customers have long complained about the check-in process, which can require standing in lines for passport presentation, photo-taking and excursion booking. This can stretch sometimes to an hour or more, according to Jay Schneider, senior vice president for digital at Royal Caribbean International, which owns Celebrity Cruises and other lines. The goal now is to get passengers “from car to bar in 10 minutes,” he said. Passengers on all 25 Royal Caribbean and 13 Celebrity Cruises ships can now use a mobile app to scan their passport, take a security selfie and receive a digital boarding pass before they even arrive at the ship.

I Want to Order a Drink, but Can’t Find a Waiter

A passenger with Carnival’s OceanMedallion can order a drink using a mobile app, and the medallion tells the server the person’s name and location, even if they have moved, said John Padgett, Carnival’s chief experience and innovation officer. The waterproof device acts as identification, charge card and location beacon. Two ships in the Princess Cruises fleet, which is owned by Carnival, offer the medallion and three more will offer it in 2019.

I Feel Anonymous on This Big Ship

Wearables can allow crew members using a mobile device to view the name of the person approaching them so they can greet the passenger by name. That’s a level of service expected on the most expensive cruises, “but we can make that available to all passengers,” Mr. Padgett said.