Skip to Main Content
Access your saved content
Accenture helped Royal Caribbean Cruises develop a robust, Web-based reservation system using service-oriented architecture.
The new system lets travel agents view and book all cruise packages easily, helping Royal Caribbean build its business and enter new markets as it steers toward high performance.
Royal Caribbean Cruises Ltd is a global cruise vacation company with 38 ships in service and five under construction. Headquartered in Miami, Florida, the company manages and operates a portfolio of cruise vacation brands in the United States and Europe, including Royal Caribbean International, Celebrity Cruises, Azamara Cruises and Pullmantur, to name a few.
Royal Caribbean needed to build a new, robust Web-based reservation system for its travel agencies to market and sell cruises better. These agencies are key as they drive a large proportion of cruise-vacation revenue. The existing system had unacceptable limitations, including the inability of travel agents to book group reservations, and a user interface that required significant amount of agent training, which resulted in lower adoption rates.
According to Accenture research on High Performance Business in the world travel and tourism industry, travel and tourism organizations need to enhance “the customer experience with innovative search and trip-planning features.”1
Furthermore, by developing the new application based on a service-oriented architecture (SOA) platform using the Open Travel Alliance message specification, Royal Caribbean could expose its reservation services to its global distribution service partners and direct connect agencies. This would reduce booking fees significantly while making it simpler for agencies to sell Royal Caribbean cruises.
To help ensure the development of a Web-based application that could increase travel agents’ adoption of the software, the company chose Accenture based on its reputation and past success in the travel industry. In particular, Royal Caribbean wanted to leverage Accenture’s technology consulting and implementation experience to conduct planning and analysis, choose vendors and then build, test, implement and launch a Web-based cruise-booking application.
1 World Travel and Tourism: Securing Sustainable Growth for High Performance, Accenture, 2008
Accenture collaborated with Royal Caribbean to build Cruise Match, a custom-made, SOA-based reservation application that provides access to its latest fares and schedules, while providing instant booking capabilities.
Accenture had to work with a variety of technologies—including IBM WebSphere Enterprise Service Bus (ESB), IBM WebSphere, Sun Microsystems’ Java programming language, older RPG programming development and AJAX—all of which were connected to the IBM iSeries AS 400 hardware.
In addition, Accenture helped ensure that Royal Caribbean was able to safely transition from its previous legacy cruise booking application to the new, SOA-based Cruise Match application while still allowing its business partners to use the legacy system.
Over 16 months, Accenture and Royal Caribbean harnessed a 40-person multidisciplinary team that included professionals from Accenture Technology Architecture. Accenture used IBM WebSphere Enterprise Service Bus as the foundation for the SOA, and deployed almost 70 Web services for consumption by the custom Web application and for future use of GDS travel partners. Accenture tested travel agency booking volumes using the Mercury SOA Bundle Load Runner software.
Royal Caribbean and Accenture successfully launched the new, Web-based Cruise Match application, which has since been described as “one of the best in the marketplace” by key travel agency partners.
"Accenture was a key member of our team and helped us build a solid foundation to grow our business, connect with our travel partners and expand into new markets" says Santiago Abraham, associate vice president, IT programs at Royal Caribbean.
Based on a service-oriented architecture platform, the new Royal Caribbean Cruise Match application has increased the company’s flexibility and adaptability. It has also increased the loyalty of travel agents to the company, while boosting sales of cruise vacations.
With Accenture’s delivery of a compelling application for travel agents and agencies—one that resolved key business and technological challenges—Royal Caribbean now has the IT foundation it needs to meet its growth goals.
Outlook from Accenture
Outlook is a journal of high-performance business.
View Latest Issue
Accenture delivers a wide range of healthcare solutions—from addressing back office functions and electronic medical records to clinical transformation and consumer engagement. Our solutions are backed by real-world experience, business and clinical insights and innovative technologies.
Insight Driven Health for U.S. Federal Healthcare Organizations
From innovating patient care at the Veteran’s Administration to developing incentives for higher quality care at the Centers for Medicare & Medicaid Services, U.S. federal health agencies are revolutionizing healthcare in the United States.
Insight Driven Health for U.S. State Healthcare Organizations
The convergence of cost pressures, healthcare reform and technology changes are redefining the landscape for U.S. state healthcare organizations.
Browse all in Health
Skip Footer Links