Medallion roll out slower than anticipated

[LibrarianMonroe]

Well there is no way that they could change all the doors over night etc I was thinking how can that happen? The way that it was presented initially was that this was the debut and everyone would experience the new technology. Alot of people I am sure booked this to be the first, it is a slap in the face. I get it, technology takes time. Though people are and will be upset for sure.

 

To my understanding, the tech is (probably) already in there from both the last dry dock and the ongoing work happening while at sea. A slower roll out is probably more about getting the staff trained properly, though of course that's just a guess.

 

I agree it sure looked like it was going to go live for everyone at once; I guess they rethought that plan.

[LibrarianMonroe]

Bummer! We're sailing in January and I was really looking forward to trying the Medallion.

 

Are they planning on phasing it in like: first cruise section A gets it, then the second cruise: section A and B and so on? Or are they literally only doing a section at a time? The article wasn't clear to me.

 

I would imagine it will be additive (first A, then A and B, then ABC, etc). Isn't that the only way it would make sense?

[RocketMan275]

Having some experience in managing software development, this is a good thing. The last thing you want to do is turn a huge development on and have it crash. This incremental roll-out allows testing on a limited number. While it may disappoint some, that's better than a ship wide crash during sail away.

[lola2013]

Definitely not an overnight overhaul. We were on the Regal TA and there was a large team of technicians all over the ship installing the technology. However, I can understand the disappointment.

 

We're sailing on the CB in March on it's scheduled inaugural Medallion cruise. I wonder how it will be rolled out. I'm guessing the same process unless they iron out the wrinkles quickly.

 

Michael (the guy on the right!!),

My friends and I are sailing with you in March and we're wondering the same thing. I think we've talked on our roll call and I've mentioned my inability to embrace technology; but after all the talk about the Medallion, I will be disappointed if I don't get to play with this new toy. As soon as I found this thread this morning, I added questions about the Medallion to the list I have for the Princess rep who is scheduled to come to an expo at my TA's office on Saturday. Oh wait, he just cancelled!!! Anyway, I'm looking forward to meeting you...with or without the Medallion, we'll have a great time.

Susan

[floridalover5623]

OK.....now how much OBC are they going to allow for the people who were short changed out of using the Medallions? :D;);)

[beg3yrs]

Does Princess provide a device to use while on board? Do we have to have a smart phone? Is there a security measure for theft of a device. Just some thoughts!

 

No - just some computers in the Internet Cafe. Yes - or a notebook/laptop/tablet. Nothing special - you are responsible for your own property.

 

Here's a different take:

 

Princess will have interactive displays throughout the ship. If you do not bring your own, these displays can be used and will work in conjunction with your medallion. So, no you don't HAVE to have a smart phone or a notebook/laptop/tablet but it would certainly be more convenient.

 

As far as security goes if your medallion is lost or stolen, all transactions using the medallion are supposed to be verified by matching the customer's face to the photo that is displayed to the crew member facilitating the transaction. If you are referring to having your phone/laptop/tablet/notebook stolen, as previously stated, that is your responsibility although Princess Security will take a report.

[NicholeN]

OK.....now how much OBC are they going to allow for the people who were short changed out of using the Medallions? :D;);)

 

Exactly! I booked this ship and cruise specifically because they advertised it as being available for the entire ship. Since it is after final payment, and I already have flights etc booked, I hope they provide some compensation for those that booked under that false assumption.

[beg3yrs]

Having some experience in managing software development, this is a good thing. The last thing you want to do is turn a huge development on and have it crash. This incremental roll-out allows testing on a limited number. While it may disappoint some, that's better than a ship wide crash during sail away.

 

My thoughts exactly! While Princess could have announced this quite a bit earlier (I'm guessing they only recently realized this rollout process would be much better), doing this will limit negative experiences overall.

 

Now I'm wondering if they've pre-selected passengers who are a bit more savvy with this technology. Also thinking there might be non-disclosures required to limit negative publicity as well.

 

Who wants to take bets that one prerequisite for being a beta-tester is that you aren't a member of Cruise Critic? ;)

[Geoffa30]

My partner and I are on the 11/26 Regal and 3/18 Caribbean Princess sailings. Both are effectively inaugural Ocean Medallion cruises. Fingers crossed we get to try it out on one of them.

 

Haven’t received an email saying we’re not in the correct batch of rooms for the Regal but did receive another ‘upgrade’ one today which is our second so far. We’re still hoping to get shifted from a balcony to a mini suite before we set sail. Doubt it will happen though.

[satxdiver]

I worked in IT and most of the time a large international computer company. My job was to go on client sites and assist with installing new technology on their computer systems. I have seen way to many companies that decided to do the switchover all at one time and the results that came from it. I saw several IT managers out on the street looking for a new job. With that then it was a very wise decision to phase in the introduction of the Medallion because problems will come up. There is nothing as good as letting the end users show the glitches. I do feel sorry for those that thought they would be the "first". Personally while I indeed want to experience the new technology, I did know the risks and have booked a cruise on the CB for November 2018 in hopes that most of the problems will have been resolved by that time. Now I realize I may not have waited long enough!

 

It is not surprising that technicians have been on the ships installing hardware to implement this new system. When cruise ships are taken out of service for drydock etc they generate zero income while ships at sea generate lots of income. It only makes sense from a management standpoint to make as many modifications as possible while the ship is in service. I have seen it on just about all the cruises I have been on. Sometimes pax can see the work being done and other times cannot due to it being done in areas not accessible to pax.

[lola2013]

My partner and I are on the 11/26 Regal and 3/18 Caribbean Princess sailings. Both are effectively inaugural Ocean Medallion cruises. Fingers crossed we get to try it out on one of them.

 

Haven’t received an email saying we’re not in the correct batch of rooms for the Regal but did receive another ‘upgrade’ one today which is our second so far. We’re still hoping to get shifted from a balcony to a mini suite before we set sail. Doubt it will happen though.

 

Geoffa30...look forward to meeting you on the 3/18 sailing. Just looked at your Instagram photos; they are AMAZING!!!

[XBGuy]

My professional background is quite similar to Satxdiver, who posted above. I have to completely agree with his comments. I think the Princess IT management realized that, yes, on Day 1 there will be problems. If 5% of the users experience problems, do we want to get 150 trouble reports from 3,000 passenger users or 5 trouble reports from 100 passenger users? For the initial roll-out that sounds like a pretty easy decision to me.

 

The above scenario does not even consider the crew users. I have to assume that on Day 1 all the appropriate crew will be using the system. A percentage of them will experience problems. Since it has been reported, here on Cruise Critic, that crew have been receiving training, presumably, some of these problems have been identified and addressed in the training process. I think it would be naive, however, to think that crew will not have their own problems on Day 1.

 

Back in my working days, my customers in the financial industry were very conservative in the application of new technologies. When a new release of software became available, most of them put it on the shelf. The common philosophy was "Pioneers are the ones with arrows in their backs." They were happy to let other customers install the latest and greatest and find the new problems. After the patch releases slowed down, they started to think about loading it.

 

To those who believe they have been wronged by this recent Princess announcement--I saw, at least, one reference to legal action--I have a tough time imagining how you would quantify to the court the "damage" you have suffered. Good luck. I can't see Princess granting any OBC, either.

 

Personally, I am pretty nonchalant about the medallion. The only capability that I think is cool is the automatic door opening. So, I am not breathless in anticipation. On the other hand, it doesn't frighten me. I am not concerned about accessorizing it, I'm not concerned about what color it is, I am not concerned about losing it, I am not concerned about Princess' procedures if I do lose it, I am not concerned about being spied upon. It is, pretty much, a non event. When I do take my first medallion cruise, I just hope that enough pioneers have checked it out for me so that my experience is smooth.

[RocketMan275]

My thoughts exactly! While Princess could have announced this quite a bit earlier (I'm guessing they only recently realized this rollout process would be much better), doing this will limit negative experiences overall.

 

Now I'm wondering if they've pre-selected passengers who are a bit more savvy with this technology. Also thinking there might be non-disclosures required to limit negative publicity as well.

 

Who wants to take bets that one prerequisite for being a beta-tester is that you aren't a member of Cruise Critic? ;)

 

I doubt Princess would know who is and who isn't tech savy. Besides, one of the objectives of testing is to include a cross section of users. Nor, do I believe Princess knows or cares who belongs to cruise critic.

[RocketMan275]

Exactly! I booked this ship and cruise specifically because they advertised it as being available for the entire ship. Since it is after final payment, and I already have flights etc booked, I hope they provide some compensation for those that booked under that false assumption.

You really need to read the cruise contract. Princess is under no obligation to compensate you for this. Yes, I know, good will and all that but cruise lines think good will is over-rated.

[DrivesLikeMario]

They were working on the IT stuff on the Regal during the first week in October. There was one guy who seemed to be testing the software all week and then 3 huge satellite domes were installed with a massive crane when in port one day. No one could use the top-most decks during that entire day. Watching all that made me realize they might be a bit behind the game.

[denamo]

As many of you in the technology profession have posted, the soft roll out of the Medallion program is a positive. I totally agree. (Been through too many software programs that were to have worked, but crashed due to overtaxing the system.) However, I believe the possibility of a soft roll out should have been eluded to or stated outright in all of the many promotional programs Princess did for the new Medallion program.

 

We are on the 11/26 Regal cruise where the soft roll out is happening. Received the email today, and our cabin was not chosen to participate. I'm very tech experienced, so I'm a bit bummed not to get to try it. Would not have deterred me from booking the cruise, but if they are offering OBC, I'll take it! :D I think I can act just dejected enough for some. LOL!!

[wildfan2k]

Our Nov 19 Regal cruise has NEVER been listed as an "Ocean Preview Cruise". But now Princess is saying ALL Medallion cruises thru spring of 2018 are "Preview Cruises".

This is plain and simple false advertising, and they're currently still selling these Nov Regal cruises as Ocean Medallion cruises knowing that most people won't be getting the full medallion experience.

Since we have platinum insurance for this cruise, I will be calling and canceling on Nov 19th if nothing changes between now and then and they can lose their chance to resell our suite.

We have only ever cruised with Princess, but with some of their decisions lately, that may be changing.

[NicholeN]

I think some posters are missing the point. Yes a gradual roll out is good for the technology. They should have done that BEFORE advertising it as a key selling point for this cruise. This is nothing more than a bait and switch. This has been the key point of basically every single advertisement I have received from Princess throughout the last 9 months and is one of the primary reasons why I booked this cruise. It is just unacceptable to pull that. Companies should be held accountable for selling you one thing and providing another. Attempting to cover it in contract fine print isn't an acceptable answer.

[pablo222]

I think some posters are missing the point. Yes a gradual roll out is good for the technology. They should have done that BEFORE advertising it as a key selling point for this cruise. .

 

Mis-setting customer expectations is disappointing.

 

I know many resturants do a soft-opening that isn't advertised, so the grand opening

goes well.

 

It seems like someone at princess could have predicted this was needed here.

[satxdiver]

I loved the analogy XBGuy: The common philosophy was "Pioneers are the ones with arrows in their backs." They were happy to let other customers install the latest and greatest and find the new problems. After the patch releases slowed down, they started to think about loading it.

 

I had not heard that one but very true. We referred to as "living on the bleeding edge". We had clients that indeed put software updates both the operating system as well as applications on the shelf until others had felt the pain and worked through the problems.

 

 

I got a good laugh today. Thanks.

[kjg46]

Mis-setting customer expectations is disappointing.

 

I know many resturants do a soft-opening that isn't advertised, so the grand opening

goes well.

 

It seems like someone at princess could have predicted this was needed here.

 

 

Agree,

 

"Not ready for Prime Time"

[srpilo]

My professional background is quite similar to Satxdiver, who posted above. I have to completely agree with his comments. I think the Princess IT management realized that, yes, on Day 1 there will be problems. If 5% of the users experience problems, do we want to get 150 trouble reports from 3,000 passenger users or 5 trouble reports from 100 passenger users? For the initial roll-out that sounds like a pretty easy decision to me.

 

The above scenario does not even consider the crew users. I have to assume that on Day 1 all the appropriate crew will be using the system. A percentage of them will experience problems. Since it has been reported, here on Cruise Critic, that crew have been receiving training, presumably, some of these problems have been identified and addressed in the training process. I think it would be naive, however, to think that crew will not have their own problems on Day 1.

 

Back in my working days, my customers in the financial industry were very conservative in the application of new technologies. When a new release of software became available, most of them put it on the shelf. The common philosophy was "Pioneers are the ones with arrows in their backs." They were happy to let other customers install the latest and greatest and find the new problems. After the patch releases slowed down, they started to think about loading it.

 

To those who believe they have been wronged by this recent Princess announcement--I saw, at least, one reference to legal action--I have a tough time imagining how you would quantify to the court the "damage" you have suffered. Good luck. I can't see Princess granting any OBC, either.

 

Personally, I am pretty nonchalant about the medallion. The only capability that I think is cool is the automatic door opening. So, I am not breathless in anticipation. On the other hand, it doesn't frighten me. I am not concerned about accessorizing it, I'm not concerned about what color it is, I am not concerned about losing it, I am not concerned about Princess' procedures if I do lose it, I am not concerned about being spied upon. It is, pretty much, a non event. When I do take my first medallion cruise, I just hope that enough pioneers have checked it out for me so that my experience is smooth.

Nice tight post...

 

 

Well thought out

Srpilo

[New York Nana]

This is the email we received this afternoon. If I understand it, our cabin is not in the group that will receive the medallion, but Platinum/Elite will receive COMPLIMENTARY 'unlimited'(?) "MedallionNet" wifi and other pax will receive discounted rates.

I'm interested to see what they did at the Ft Lauderdale terminal - didn't know there was renovations going on.

 

"

Dear Regal Princess Guest,

 

Your upcoming cruise on Regal Princess is one in a series of preview sailings that will begin to introduce Ocean Medallion Vacations — offering an enhanced and personalized guest experience. As our guest, we deeply value our relationship with you and remain committed to keeping you informed. With that in mind, we are writing to share information about our preview cruise activation schedule.

 

The creation of Ocean Medallion Vacations involves very sophisticated technology that hasn’t existed prior to now. It also involves extensive modifications to our onboard operations combined with new training for our crew. To most effectively implement our new enhanced guest experiences, we are managing a phased activation process that will make Ocean Medallion Vacations available to a select number of guests on each preview cruise. This will allow us to receive continuous feedback from a controlled number of guests and crew while the ship is in service. During the preview cruise period, which will run into spring 2018, we will activate Ocean Medallion features by adding in groups of staterooms in phases versus activating the entire ship at one time.

 

What does this mean for you?

The stateroom you selected is not in the group that will be activated during your cruise. You may see guests using the Ocean Medallion while onboard. If you have questions about the Ocean Medallion activation please contact Princess Cruises Customer Service at the phone number below.

 

All guests on all preview cruises will be among the first to enjoy a collection of new experience enhancements created to make your vacation more connected, engaging and enjoyable. Including:

 

• MedallionNet™ Wi-Fi
  – the best wi-fi experience on a cruise ship - fast, reliable, pervasive and affordable with an access point in every stateroom – enabling guests to share their vacation experiences with family and friends more quickly on social media. And during your preview cruise, MedallionNet will be:
  
  
  • Complimentary for our Platinum & Elite guests
    
    
  • Reduced daily rates for all other guests
    
    

• The newly renovated Princess Cruises terminal at Port Everglades
  – featuring a multi-million-dollar upgrade that makes your arrival experience more engaging and comfortable.
  
  

• The all-new
  Princess Cruises’ Sail Away Celebration
  which includes a thematic and musical sendoff that reflects the destinations that are part of your itinerary, the nationalities of the guests onboard and photos shared by guests and crew.
  
  

We thank you for choosing Regal Princess for your upcoming cruise vacation. Whether it’s fresh local cuisine, world-class entertainment or enriching experiences, we look forward to creating memorable moments for you.

 

Exceeding your expectations is always our commitment and we look forward to hosting you on your upcoming vacation. If you have any questions, please contact your travel professional or contact us by calling 1-800-774-6237 (North America), 0344 338 8663 (UK), 13 24 88 (Australia), or 0800 780 717 (New Zealand).

 

We look forward to welcoming you onboard.

[coolcruiser777]

Has anyone actually gotten an email saying that they are included? I have not gotten a single email from them yet.

 

Also, is deck 12 forward actually going to have a medallion or were you just giving a random example?

[kyjcs100]

Without intending to be rude, I hope those who are going to be wet-blankets about not having been chosen to participate can have the chance to stay home. For all of us who are going on the cruise to be "going on a cruise", regardless of being chosen or not, can certainly do without your negative energy in our midst.