Royal Caribbean Expands Use of AI to Enhance Guest Experience

Royal Caribbean Group is increasingly leveraging AI and generative AI to improve performance and strengthen operations, according to Chairman and CEO Jason Liberty speaking during the company’s year-end and fourth-quarter earnings call.

“First, we’re investing in enterprise programs that deliver better guest satisfaction and experience while improving revenue and margin, helping us to fundamentally change how we run the business,” Liberty said.

“And second, we’re infusing these technologies across the organization through smaller practical use cases that create momentum, productivity, and confidence at the individual and team level. We are improving our ability to curate and personalize what guests see while increasing pre-cruise engagement. Because a vacation is better when it’s easier to plan and easier to personalize. The goal is to reduce friction, improve the experience, and present relevant options that add value to the guest.”

Liberty noted that AI is already delivering measurable benefits across multiple areas, including supply chain forecasting, energy efficiency, and marine operations.

“These are the types of capabilities that build durable, operating leverage over time and reinforce our focus on margin expansion and returns,” he said. “Disruptive technology is not just a tool; it’s a capability that we have been building for more than five years. It helps us deliver a better experience, run a smarter operation, and strengthen the ecosystem we’re building for long-term growth.”

He also addressed the common assumption that AI is primarily about reducing staffing levels, emphasizing that Royal Caribbean views it differently.

“We look at AI as really allowing us to do more higher purpose activities to enhance the experience for our guests,” Liberty explained.

He added that with the company’s scale, AI can support everything from optimizing supply chains to improving navigation, revenue management, and helping employees focus on more strategic, higher-value work.