Case Study: Princess Cruises achieves near-real-time multilingual guest feedback with Lingotek

Lingotek Helps Princess Cruises Manage Onboard Surveys

Princess Cruises, a world-leading cruise line carrying 1.7 million guests annually, needed a way to capture guest feedback while expanding into Asian markets where charter bookings often withhold customer email addresses. Their existing post-cruise email surveys couldn’t reach many guests, so Princess turned to its onboard web app, Princess@Sea, to deliver evaluations in English, Chinese and Japanese while guests were still aboard.

Using Drupal and Lingotek’s Multilingual API, non‑English survey responses are sent shoreside, automatically translated to English, and returned to the ship for immediate crew action. The result: survey turnaround dropped from weeks to near real-time, translation time and vendor costs were slashed, ROI was achieved quickly, and crew can promptly resolve guest issues—improving satisfaction, engagement and opening new opportunities to expand multilingual content.

Princess Cruises