Centralizing e-Ticket and Boarding Document Management for Global Cruise Operations
Organization
A world-leading operator in the cruise and leisure travel industry, managing millions of passengers annually across an extensive and growing global fleet. With operations in Europe, the Americas, Asia, and other international markets, the organization is focused on delivering premium travel experiences while continuously investing in digital transformation, operational efficiency, and global scalability.
The Challenge
With over 4 million passengers per year across multiple global markets and time zones, the company faced growing complexity and required a unified platform to streamline the handling and management of all key travel documents, including electronic tickets, embarkation forms and luggage tags.
Before the project, document management was handled through fragmented systems, creating delays and inefficiencies in both onboard operations and customer service. Operational staff had limited visibility into passenger-specific documents, and boarding processes were vulnerable to downtime and manual errors.
The company needed a centralized, resilient, and high-performance platform that could:
- Ingest and manage large volumes of travel documents automatically
- Enable real-time document access across different regions and service teams
- Provide fast, reliable search capabilities even under limited onboard connectivity
- Support stable and traceable print operations at check-in and embarkation
- Improve governance, lifecycle control, and auditability of all travel documents
The Solution
The company implemented a centralized document management platform built on Coopera’s ECM and process automation engine, fully integrated with its internal ticketing systems and online portals.
Key capabilities delivered:
- Automated recognition and data extraction of passenger, cruise metadata and luggage tags from ticket PDFs, archived with searchable metadata
- Automatic ingestion and classification of e-tickets and documents, indexed by passenger name, cruise ID, agency, ship, and departure date
- Full-text and metadata-based search, exposed via a web module integrated with the company’s global service portal
- Embarkation document enhancement, with fast filtering by passenger, ship, and departure schedule
- Group printing automation, including server-side PDF generation to ensure stable and efficient boarding
- Real-time traceability of all print events, including operator, timestamp, cabin, and ship data
- Automated luggage tag extraction from PDF tickets, with metadata mapping and lifecycle control
- Lifecycle management with auto-deletion of luggage tags two weeks after departure
- REST API integration via the Coopera Hub, enabling secure document access from external digital platforms
- Deployment in a three-tier architecture (Presentation, Application, Data Layer) to ensure performance, resilience, and scalability
The solution was deployed on a three-tier highly scalable architecture (Presentation, Application, Data), leveraging Coopera’s secure, scalable and asynchronous infrastructure.
Coopera Modules Involved
Coopera enabled the cruise company to centralize the generation, access, and tracking of boarding documents at scale—streamlining passenger check-in, print operations, and service visibility across regions and departments.
- Record Management
Inteligent extraction of tikets metadata, barcodes and passengers cruise experiences
- Document Management
Centralized archiving of boarding passes, embarkation forms, and luggage tags with full metadata indexing by passenger, ship, and departure.
- Email Management
Integration with internal distribution systems and auto-ingestion of ticket packages into the centralized ECM.
- Case Management
Grouping of travel documents per voyage or passenger to simplify printing, tracking, and versioning for operational teams.
- Process Automation
Integration of the boarding document generation process with internal travel booking and DTS systems.
- Content Lifecycle Automation
Scheduled deletion of obsolete documents (e.g., luggage tags post-departure), and auto-classification of travel packages.
- Integration HUB
Secure access to Coopera’s repository from the external service portal through Coopera HUB Dynamic REST APIs.
Benefits & Results
Coopera replaced fragmented and location-dependent boarding workflows with a high-performance, multiregional content platform. The solution ensured secure, centralized access to documents, improved search and print performance—even under offline conditions—and enabled dynamic document updates, fully integrated with cruise operations.
Results achieved:
- Processing of millions of pages of archival documentation into certified digital format
- Seamless orchestration of requests, validation, and consultation processes through Coopera workflows
- Absorption of a full business unit, including staff and processes, into a new digital operating model
- Consolidation of physical archives and reduction of operational costs via warehouse relocation
- Certified compliance with national dematerialization and legal storage standards
- Improved efficiency, transparency, and auditability across document types and departments
- Future-ready architecture integrated with both legacy and modern digital systems
