Remember the olden days, when going to a bank meant talking to a teller, and checking in at the airport meant dealing with a gate agent?
Many hotel chains now have the option of checking in online or at a kiosk. Now cruise lines are headed further down the self-service path. Several lines already have gone to “e documents,” which means instead of them sending out the documents, passengers or travel agents must print them out themselves.
And now after they’ve printed their documents, passengers may just start checking themselves in at the pier too. Costa Cruises has been testing kiosks since last year, and now Carnival Cruise Lines will try them out in Miami.
There will still be an live person check-in option, for now at least, with no additional charge. And the cruise line will still have staff to transport large bags to passengers’ cabins. In time, Carnival hopes to expand the experiment to other ports.
If the kiosks speed up the boarding process, many passengers will welcome them. But boarding a cruise is not quite as simple as boarding a flight. For example, how will Carnival verify discount eligibility such as residency requirements? And what will happen with potential cabin upgrades? Especially if an additional charge is involved.
The kiosks will also apparently be able to accept cash deposits for setting up onboard accounts. And presumably, there will be provisions for associating credit cards with the accounts, and even designating who in the cabin can use the credit card or deposit. Although remembering the lines already at the purser’s desk the day before disembarkation with people with account issues, I cannot imagine this will make those lines any shorter.
While the traveling public is getting more computer savvy, I routinely get complaints from clients who claim they misunderstood an airline kiosk message, and were charged for things like bonus miles or upgrade certificates. In addition, cruisers, while younger than they used to be, still include a large proportion of older travelers.
Finally, what kind of staffing reduction will kiosks entail at the pier? And what’s the backup plan when the computers go down?
Cruise lines are more limited than airlines in what they can change to self-serve. In fact, the norovirus scares mean that more personnel are required to serve at buffets. Although in theory I suppose that some cruise line could try an automat concept (remember those) for food delivery? And certainly vending machines are an option.
No major cruise line has yet started a “make your own bed” option either, but you get the sense that somewhere that and other ideas are being tossed around. One thing is for sure, they’re not moving in the direction of more customer service.
{ 6 comments… read them below or add one }
Janice … If a self-check in Kiosk means I don’t have to wait 90 minutes to board, which I’ve had to do in the past, I’m all for it.
I’m sure that cruise lines will not forgo the added revenue from dockside upgrades and there probably is the functionality built in.
Bad idea, especially for first time cruisers, they have alot of questions during check-in.
All it will take is one person with the norovirus on their fingers using the machine,
and it will start spreading before they even get on the ship.
People used to complain about ATMs replacing actual tellers. Now I get annoyed when I have to actually enter the bank and speak to someone. Airline check in kiosks baffled many when they first arrived, now I look at the large check in lines and laugh as the kiosk spits out my bording pass in 2 seconds.
Clearly, I like automation. But I can see the value in having a variety of options available. Different strokes for different folks.
I’m with Jeff.
Also look at the costs the company is saving by installing these machines that dont require a pay raise, a pension, a vacation, a lunch break or sick time benefits. It’s less employees on the property, hence less LABOR COSTS. LESS COSTS, CHEAPER TRAVEL.
One of the most annoying aspects of my last cruise was the check in line. It took around 2.5 hours from the taxi to the cabin. Airline check in kiosks can handle scanning passports/green cards and upgrades (I’ve had plenty of $50 upgrades checking in at an American Airlines kiosk). They will still need to have a staff member verify the identity documents, as airlines do, but for people who travel regularly, not having to wait behind people who don’t is a godsend.
EZ Cruise—housekeeping is optional so yes, there is a make it yourself bed option–once you get past the orange color scheme.