Digitalization of passenger services on river cruise ships

This article examines the key areas of digitalization in passenger service on river cruise ships. The relevance of the study is driven by increasing passenger demands for service quality, the development of digital tourism services, and the need to improve the competitiveness of the river cruise product. The aim of the study is to analyze the potential for digitalization in passenger service on river cruise ships and determine its impact on service quality, operational efficiency, and customer experience. The article examines mobile passenger applications, such as smart cabins, digital tour guides, multilingual interfaces, service automation, robotic services, and BI analytics of passenger data. It is argued that digitalization enables the creation of a unified service environment onboard ships, improving passenger convenience, personalizing service, optimizing staff performance, and creating additional opportunities for service process management. A conclusion is drawn regarding the feasibility of a phased implementation of digital solutions while maintaining a hybrid service model that combines technological tools and personal contact with passengers.

1. Baskakova, E. Yu. Digitalization in Tourism: Global Trends and the Experience of St. Petersburg. Pskov Journal of Regional Studies. 2025. Vol. 21, No. 4. Pp. 145–166. DOI 10.37490/S221979310035857-5. (Accessed: 12.05.2026).

2. Varzina, I. A. Prospects and Challenges of the Russian River Cruise Market: Analysis and Development of a Program to Improve Sales Efficiency / I.A. Varzina, D. Yu. Boboshko. Economy and Management: Problems, Solutions. 2024. Vol. 4, No. 10 (151). Pp. 93–101. DOI 10.36871/ek.up.p.r.2024.10.04.012. EDN NRRFJU. (Accessed: 12.05.2026).

3. Vasilyeva, E. R. Digital transformation in the tourism industry: new opportunities. Digital content of social and ecosystem development of the economy: COLLECTION OF PROCEEDINGS OF THE III INTERNATIONAL SCIENTIFIC AND PRACTICAL CONFERENCE, Simferopol, November 10, 2023. – Simferopol: Limited Liability Company «Publishing House Typography «Arial», 2023. Pp. 114–116. (Accessed: 12.05.2026).

4. Vidishcheva, E. V. Tourism in the Digital Age: Transformation of Business Models and Behavioral Patterns / E.V. Vidishcheva, N.A. Savelyeva. Research in the Humanities. 2026. No. 1 (63). Pp. 79–86. EDN ISWKDM. (Accessed: 12.05.2026).

5. Gladkiy, N. A. New Generation Digital Technologies in Tourism / N.A. Gladkiy. Economy and Management: Problems, Solutions. 2025. Vol. 9, No. 3 (156). Pp. 152–157. DOI 10.36871/ek.up.p.r.2025.03.09.021. EDN TRMHJE. (Accessed: 12.05.2026).

6. Zeveke, O. Yu. Digital reengineering of business processes in the Russian tourism industry: theory, analysis, and development of innovative solutions: monograph / O.Yu. Zeveke, O.N. Beketova, N.N. Balev. – Moscow: Ekonomika, 2026. 173 p. ISBN 9785282036121. EDN KTAVWM. (Accessed: 12.05.2026).

7. Miroshnichenko, M. A. Features of forming a development strategy for the tourism business in the digital economy / M. A. Miroshnichenko, V. A. Kopylova, N. I. Kharabadze. Bulletin of the Academy of Knowledge. 2025. No. 1 (66). Pp. 833–839. EDN UMEXNQ. (Accessed: 12.05.2026).

8. Morozov, M. A. Digital Transformation of the Tourism and Hospitality Industry. Step into the Future: Artificial Intelligence and the Digital Economy. Technoeconomics: Transformation of Platforms: Collection of Scientific Articles from the International Scientific Forum. In 3 volumes, Moscow, February 16–17, 2023. – Moscow: Plekhanov Russian University of Economics, 2023. Pp. 214–220. (Accessed: 12.05.2026).

9. Polyakova, O. R. Innovative service in the field of river cruises in Russia / O.R. Polyakova, E.V. Katalitskaya. Actual problems of modern Russia: psychology, pedagogy, economics, management and law: Collection of scientific papers: materials of the III Annual International scientific and practical conference, AllRussian round table and AllRussian scientific and practical conferences, Moscow, May 16–27, 2024. – Moscow: Moscow University of Psychology and Social Sciences, 2024. Pp. 2019–2026. (Accessed: 12.05.2026).

10. Serdyukov S.D., Serdyukova N.K. Development of digital ecosystems and platforms in tourism and services. Creative Economy. 2023. Vol. 17, No. 8. Pp. 2887–2908. DOI: 10.18334/ce.17.8.118525. – URL: https://elibrary.ru/item.asp?id=54383746 (Accessed: 12.05.2026).

11. Spodobaeva E.I. Digitalization in the field of tourism and hotel business – Text: electronic. Digital technologies and business: materials of the 81st student scientific and technical conference, Minsk, May 15, 2025. Minsk: BNTU, 2025. P. 278–280. – URL: https://rep.bntu.by/handle/data/163916 (Accessed: 12.05.2026).

12. Chigareva, D. V. Innovative digital technologies in the development of cruise tourism / D.V. Chigareva. Bulletin of the Academy of Knowledge. 2024. No. 3(62). Pp. 508–513. EDN CWXZST. (Accessed: 12.05.2026).