May 29, 2026
BC Ferries exploring future onboard food and retail experience as part of fleet renewal program
Summary
- BC Ferries is exploring future onboard experience concepts in anticipation of the introduction of new major vessels expected to arrive starting in 2029
- Planning work is intended to support a flexible and efficient onboard experience as customer demand is expected to continue to grow
- Any future changes would be phased in over time, informed by pilot testing and operational learnings
VICTORIA, BC – As BC Ferries prepares for the next generation of vessels which are expected to enter service beginning in 2029, the company is starting long-term planning for the future onboard experience – exploring how food, retail and customer spaces can evolve to support greater convenience, flexibility and smoother service during busy sailings.
“Fleet renewal is about more than replacing vessels – it’s an opportunity to thoughtfully advance and improve the overall customer experience for the future,” said Melanie Lucia, Vice President of Customer Experience at BC Ferries. “As we introduce a new class of major vessels, we’re looking at how onboard spaces, services and technology may evolve alongside customer expectations and the needs of a busy coastal transportation system. While this work is initially focused on our new major vessels, it may also help inform future decisions about how technology and service approaches could continue evolving across the broader fleet over time.”
As part of this work, BC Ferries is planning to issue a Request for Proposals (RFP) seeking food and retail technology solutions to support future onboard ordering, payment, kitchen coordination and retail operations across a range of service environments.
“We know busy sailings can create pressure for both customers and crews, particularly during peak travel periods,” added Lucia. “This work is about exploring how onboard spaces, technology and service flow can better support our teams and create a more flexible and convenient experience for customers, while continuing to deliver the quality and service people expect.”
The planning work is focused on supporting a more modern and flexible onboard experience as customer demand is anticipated to continue to grow. Concepts being explored include ways to improve service flow during peak periods, potential technologies to support more flexible ordering and pickup options such as touchscreen and mobile ordering, and strengthening coordination between onboard ordering and kitchen preparation.
BC Ferries is also exploring ways technology could help streamline access to onboard services and support crews during busy, high-traffic sailings. Enhancements to the retail experience are also being considered. The focus remains on supporting crews and improving customer experience.
The procurement process will also help BC Ferries assess how these systems could operate within the unique realities of vessel-based operations, including high passenger volumes, limited-service windows and variable connectivity while at sea.
The initial scope of work is focused on the four new major vessels, along with an anticipated future pilot aboard an existing vessel or in a terminal to help assess how potential concepts and systems perform in day-to-day operations and support the customer experience before any broader decisions are considered. Any future expansion beyond the initial scope would be introduced gradually and remain subject to additional planning and operational readiness assessments.
BC Ferries currently operates a range of onboard food and retail services across the fleet, including the Coastal Café, Arbutus Coffee Bar, Seawest lounges, Seascapes lounges, and Passages retail shops. The upcoming work is intended to support long-term sustainability of systems and services as the fleet continues to grow and evolve.
For more information, visit www.bcferries.com.
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