As it roars back from the pandemic, the cruise industry is offering something for everyone: Families are headed to private islands on megaships replete with roller coasters and planetariums, while retirees are exploring fjords and rainforests on intimate small ships.
These glamorous all-in-one vacations on the seas are not only tempting cruisers in record numbers, they’re also expanding opportunities for passengers to score more upgrades, get better perks and customize their trip to what uniquely suits them.
That’s because cruise lines are offering more ways to make the experience unforgettable, with data and technology that benefit both travelers and the bottom line.
“The cruise industry’s recovery has been remarkably strong, fueled by travelers’ excitement for unique and memorable vacation experiences,” says Danielle Brown, chief marketing officer of Plusgrade, a leading provider of ancillaries for the global travel industry. “What’s particularly compelling is how cruise lines are using this momentum to create experiences that feel truly personal—whether it’s helping guests discover activities they’ll love, enjoy more luxurious accommodations, or make the most of every moment on board.”
Read on to explore how cruisers can get more out of new offerings, and why cruise lines are creating more personalized experiences that generate more value from every journey.
1- Digital concierge
Cruise apps are becoming a traveler’s best friend. With just a few taps, travelers can order poolside drinks, book a spa appointment or find their way to the perfect sunset-viewing spot. Cruise passengers are spending less time waiting and more time relaxing and enjoying their trip.
Through these apps and other channels such as SMS and emails, cruise lines are also delivering personalized recommendations on dining, activities and more designed to make every moment onboard more memorable. Guests can access exclusive offerings, services and activity packages directly on their devices, creating a seamless experience.
“Younger travelers, especially Millennials and Gen Z, are driving demand for unique experiences,” says Brown. “Our cruise study finds that those under 44 are 33% more likely to pay for onboard activities, highlighting how personalization can help deliver the experiences they value most while unlocking new revenue opportunities for cruise lines.”
2- Luxury access
Ever dreamed of upgrading to a suite or balcony cabin without breaking the bank? Cruise lines are making it possible by letting travelers bid on better rooms—a win for both guests and operators’ bottom line.
Plusgrade provides this premium upgrade service to cruise lines, as well as airlines, hotels and passenger rail companies, so they can connect travelers with the inventory they are most likely to want.
Like most travel businesses, cruise lines earn higher profits on their more luxurious accommodations, such as balcony cabins or suites. Unlike hotels, which can turn over rooms nightly, cruise lines must sell out cabins before departure to protect their margins.
This creates unique opportunities for travelers to secure better accommodations at attractive rates, Brown notes.
“Without sophisticated upgrade programs, cruise lines trying to ensure upper categories sail full typically resort to either dropping prices publicly—which can jeopardize future sales—offering free or below-market-value upgrades,” Brown explains. “Neither approach achieves the [optimal] price.”
That challenge grows if demand varies based on factors such as where the ships are located. For example, if a ship spends the summer in Alaska and the winter in the Caribbean, demand for balcony rooms will shift accordingly.
“For cruise lines, each sailing represents a finite window of opportunity. Understanding these trends helps cruise lines optimize their strategies for selling premium inventory,” Brown says. “Enabling cruise passengers to pay for a customized experience through upgrades or other add-ons can overcome [some of the industry’s] challenges.”
3- Upgrade bidding
Travelers who bid on upgrades often find themselves returning for more—not just for the value, but because experiencing a higher cabin tier creates a lasting desire to elevate their journey again. Plusgrade data shows that guests who have bid on past trips are highly likely to want to do so again.
The upgrade process is dynamic: travelers can make an offer shortly after final payment, with the amount that is accepted based on an analysis of current inventory and revenue targets.
Cruise ships often offer a number of cabin upgrade categories, allowing passengers to bid on multiple tiers. It’s a process that tends to be fruitful for travelers, regardless of initial success.
If a cruiser’s bid doesn’t win their desired upgrade, they may still receive a counteroffer closer to departure for a similar or higher-tier option. For example, if a cruiser bid unsuccessfully for a standard balcony cabin, they might later receive an offer for an upgrade to a premium balcony or even a suite that remains available.
As Brown explains, this flexibility not only increases their chances of securing a better cabin, but also offers cruisers multiple chances to get more out of their travel experience.
“Whether through upgrades on charter flights they operate, or by helping guests choose their vacation package, this comprehensive approach recognizes that the cruise experience begins before passengers board the ship, and we work to enhance the entire journey,” she says.
4- Customized options
Like the rest of the travel industry, cruise lines are learning how to help travelers personalize every aspect of their journey to their needs and preferences.
In a 2024 study sponsored by Plusgrade of nearly 2,000 cruise travelers, four out of five said they were open to paying for upgrades when the right deal comes along. Popular options include shore excursions, drink packages, Wi-Fi packages or better rooms.
Plusgrade data also reveals correlations between traveler age and key preferences in cruise durations, expedition types, room accommodations and more. For example, Millennials and Gen Z travelers tend to seek adventure and expedition-style add-on experiences, while Gen X and Baby Boomers tend to be more drawn to classic options like shore excursions.
These insights enable cruise lines to curate experiences that resonate with different demographics, ensuring travelers discover options uniquely tailored to their preferences.
Plusgrade helps its customers translate these insights into actionable strategies that connect cruisers with curated offers and other new ways to get more of what they actually want that, in turn, generate new revenue for cruise lines.
“What’s unique about cruise upgrades is the sheer complexity of categories and revenue considerations—so many variables that processing them manually would be virtually impossible,” Brown says. “Our optimizer solves this for the cruise lines, calculating the ideal mix of upgrades to maximize total revenue for each ship while ensuring a seamless guest experience.”
5- Getting the right offer, at the right time
Cruising is growing in popularity, especially among budget-conscious younger travelers, according to a recent study by J.P. Morgan. Innovations like bidding for ancillaries can help this new wave of travelers take full advantage of all there is to enjoy about cruising, with their unique interests in mind.
Yet, awareness of these opportunities remains limited. A recent Plusgrade survey found that fewer than half of cruisers, or 44%, are aware they can make offers for upgrades, add-ons and services. Fewer still, just 37%, have tried it. This suggests big room for growth, especially among younger travelers who are generally more inclined to give making an offer a try.
“Technology-enabled personalization is key to unlocking untapped potential,” says Brown. “By educating travelers about tools like bidding, cruise lines can enhance guest satisfaction and optimize revenue growth in ways that weren’t possible before.”
As a leading provider of ancillary services, Plusgrade helps cruise lines design upgrade strategies based on their own data about what their customers are looking for, and plan those strategies out so cruisers will get the most out of their experience.
“Data analytics plays a crucial role in helping cruise lines understand and optimize both the guest experience and revenue opportunities,” explains Brown. “By analyzing patterns across demographics, itineraries and seasons, cruise lines can refine their offerings and strategies, paving the way for even more personalized and profitable customer experiences.”