Operated by Royal Caribbean International, the Utopia of the Seas, carrying around 6,000 passengers and 2,000 crew members, functions like a miniature city on water. It is not just a place for leisure; it is also a showcase of high-level engineering and a testbed for innovation. Known for being innovative and pushing boundaries, Royal Caribbean partnered with KONE to bring advanced transportation technology on board.
As a result, the Utopia of the Seas is the first ever cruise ship to implement KONE Office Flow, a solution that directs passengers to the right elevator to improve people flow and reduce crowding and waiting times.
These destination elevators do not stop at every single floor that somebody is pressing the button for. Instead, guests select the floor they would like to go to, and the elevator assigns them a particular elevator to wait for and knows which floor it will stop at. Optimizing elevator transport reduces waiting times, allowing people to spend their time on board more enjoyably.
Round the clock smooth sailing with smooth people flow
For Cuu-Tan Phan, supporting these smart solutions means working in a unique environment. Unlike typical field work on land, taking care of the ship’s elevators requires engineers like Cuu-Tan to be on board for the full one or two-week voyage.
“You can’t just hop on and hop off. You’re on duty round the clock – if one of the scenic glass elevators stops working during the night, you must get it up and running before breakfast time. This means that I need to resolve issues very fast and without being able to call a KONE colleague for support,” he tells.
Many cruise ship visitors may not be aware that there’s usually a big warehouse on board, ready with spare parts – including for elevators.
“Sometimes, there is no access to land for several days, and it is important to be able to fix possible issues right away to ensure safety and quality,” Cuu-Tan explains.
Riding the wave of digitalization
Cuu-Tan has had quite the journey at KONE. Back in 2008, he started as a Service Technician in Germany, studying alongside his work. After this, Cuu-Tan joined distributor operations, where he was responsible for supporting more than 30 distributor countries with their various technical issues. Later, he moved on to KONE’s Learning & Development team, where he focused on Advanced People Flow solutions, leading to his current dream role as a senior engineer in Global Field Support.
Over the years, new digital technologies have changed Cuu-Tan’s work, making it easier to collaborate with colleagues globally and solve problems faster. For example, the KONE Global Field Support team uses a global online ticketing platform to resolve cases more quickly.
“This has significantly reduced the need for travel and sped up the process, since everyone can see the tickets and find answers to similar issues quickly,” Cuu-Tan says.
Piloting innovations on field with a can-do attitude
Cuu-Tan is responsible for supporting high-rise projects globally and helps KONE countries with technical questions and pilot projects. For example, when new products and solutions are being developed, he tests them out in the real world and provides feedback to KONE’s Technology and Innovation unit (KTI) on how to improve.
“Global Field Support plays a key role in driving innovation forward. By testing new solutions in real environments and sharing insights with our technology teams, we help shape products that truly meet customer needs,” Cuu-Tan tells proudly.
But it is not just the products; customer service also plays a vital role in meeting and exceeding customer expectations. Cuu-Tan and the KONE team working with the commissioning of the destination escalators for Utopia of the Seas were praised by a representative of Royal Caribbean for their dedication, professionalism, and "can-do" attitude. Cuu-Tan was also credited for playing a crucial role in this project. His willingness to jump in and help, along with his commitment to great service, was highly appreciated.
“Our whole team got fantastic feedback from the customer. It was really a team effort, many thanks to all my KONE colleagues for completing this challenging commission successfully,” Cuu Tan says.
Navigating the connected future
Looking ahead, Cuu-Tan sees that the future of elevator maintenance and support is being shaped by digital transformation. For example, KONE Global Field Support has developed a digital interface to monitor and assist both customers and KONE teams remotely.
“Elevators are changing with the digital world. Most modern elevators are connected, which is great as it allows us to help customers in advance, ensuring safety and quality. The elevator tells us there is a problem, and we fix it before it becomes a bigger issue,” Cuu-Tan notes.
From skyscrapers to cruise ships, Cuu-Tan Phan keeps people moving smoothly even on the roughest seas. Onboard Utopia of the Seas, he’s not just fixing elevators, he’s piloting the future of flow. With cutting-edge technology, he helps KONE deliver seamless service to customers, even in the middle of the ocean.