Mystery Shopping for Cruise Lines

Cruise lines have long been a popular travel option for those seeking luxury and adventure. However, with increasing competition in the market, it has become more important than ever for cruise lines to evaluate and improve their customers’ experience. This is where mystery shopping for cruise lines comes in. 

Major luxury cruise lines are now turning to mystery shopping as a way to gain insight into their customer’s experience and make necessary improvements.

What is Cruise Mystery Shopping?

Cruise mystery shopping evaluates the customer service and operational standards of a cruise line. Cruise shoppers or cruise mystery shoppers pose as regular customers and experience various aspects of the cruise, such as 

  • Booking
  • Boarding and disembarking process
  • The dining experience
  • Food and 
  • Entertainment options and
  • Interactions with crew members. 

Cruise shoppers then provide a comprehensive report of their experience, including both positive and negative observations.

The purpose of Cruise ship mystery shopping is to gather objective, unbiased information about the customer experience and identify areas for improvement. Cruise lines use the results of mystery shopping to measure their performance against their competitors and make changes to enhance the customer experience.

Mystery shopping can be a valuable tool for cruise lines. It helps them to identify strengths and weaknesses in their customer service and operational processes. It helps to make data-driven decisions to improve their overall offering.

Cruise Ship Mystery Shopping Companies

There are many leading mystery shopping providers who are offering cruise ship mystery shopping to cruise lines. 

Some of these companies are,

You will find several opportunities for individuals to participate in cruise line mystery shopping. Each month many of these opportunities are available to all mystery shoppers.

Cruise Mystery Shoppers

Cruise shoppers are professional evaluators who will assess every aspect of your brand, including 

  • Marketing strategies
  • Call center efficiency
  • Holiday planning
  • Onboard amenities
  • Partner and vendor effectiveness 

This evaluator stays on cruise ships for a few nights and covers all types of cruise lines globally. The projects can vary from surveying high-income individuals considering their first cruise, to the challenging task of sending a loyal competitor couple on a vacation on one of your cruise lines.

Requirements & Responsibilities in Cruise Line Mystery Shopping

Before embarking on a mystery shopping assignment for a cruise line, it is important to understand the requirements and responsibilities involved. 

  1. Take them Seriously

Firstly, it is important to approach these assignments seriously as they are a job, not a free vacation. Evaluations of the overall cruise experience typically take about 45 minutes per day and are due for submission within 72 hours of the end of the tour.

  1. Mostly for Couples

It is worth noting that some cruise line jobs require couples only, while others may accept individuals. Regardless of the requirement, tickets for two people will be provided, even if couples are not required. 

  1. Some Out of Pocket Expenses

The mystery shopper is responsible for their own transportation to the departure port, as well as any expenses such as alcohol, extra services, and port tours. The actual assignment is not paid in cash, but some cruises may have job opportunities within the individual shops and services onboard.

  1. Fees by Cruises

Finally, some cruises may require a small fee to cover port charges, while others do not. It is important to be aware of any fees that may be required prior to committing to a mystery shopping assignment for a cruise line.

Who Mystery Shops Walt Disney Cruise Lines?

Walt Disney Cruise Line uses mystery shoppers, also known as secret shoppers or evaluation specialists, to evaluate various aspects of their operations.


Mystery shopping for cruise lines is a valuable tool for cruise lines to evaluate and improve their customers’ experience. Participating in a mystery shopping assignment is a great opportunity for individuals to experience a luxury cruise while also contributing to the overall improvement of the cruise industry.

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