Saturday, June 21, 2025
Aquila has launched its 2025 Living Lab program to revolutionize cruise industry training by combining real-time operations with immersive, hands-on learning. This initiative not only enhances the experience for cruise guests in Saint John, Canada, but also establishes a globally relevant model for tourism excellence, setting a new benchmark for practical training and industry-wide best practices.
Aquila has officially launched its acclaimed Living Lab program for 2025, continuing its tradition of providing exceptional visitor experiences in Saint John since 1989. The 2025 season began with the arrival of a small ship in April, followed by Princess Cruises’ Island Princess on June 10. Over the summer and fall, the program will host 77 ships visiting the port.
Aquila’s Living Lab blends real-world cruise operations with hands-on training, offering a dynamic way to test, refine, and implement best practices in real-time. Unlike conventional training methods, the Living Lab provides a practical, experiential approach that is both grounded and proven, allowing teams to learn directly from the cruise experience. Additionally, Aquila’s Center for Cruise Excellence uses insights from this program to enhance training for tour operators, guides, and destinations globally.
Each cruise season, Aquila welcomes over 178,000 guests to Saint John. Through its continuous improvement services, the company enhances both the guest and partner experience, ensuring over 60,000 cruise guests benefit from expertly guided tours. For new ship arrivals, Aquila provides in-depth local insights and orientation, including a walkthrough video designed to familiarize teams with the port and its key attractions.
“At Aquila, we see each season as an opportunity to raise the bar,” said Danielle Timmons, Aquila’s Vice President of Cruise Operations & Shore Excursions. “Our Living Lab is rooted in continuous improvement. This year, we’ve implemented new onboarding tools for ships arriving for the first time, including welcome briefings, destination videos and walkthroughs to ensure both crew and guests feel confident and informed upon arrival.”
Aquila offers an array of immersive Atlantic Canadian experiences that capture the essence of the Saint John area, showcasing its natural wonders and rich cultural heritage. Guests have the opportunity to explore the region’s diverse history, from the Wolastoqiyik peoples to French, English, American, and Irish influences. They also discover awe-inspiring landscapes, including the Bay of Fundy with its world-record tides, sweeping ocean views, ancient forests, and the acclaimed Stonehammer UNESCO Global Geopark, the first of its kind in North America.
Every year, Aquila welcomes five to ten new tour guides, cultivating a collaborative atmosphere through its “Connect + Learn” workshops. These two-hour sessions, inspired by group speed-dating activities, foster strong connections among guides, enhancing teamwork and ensuring the delivery of top-notch service. Many of Aquila’s guides have dedicated over 25 years to the company, with several others contributing for 10 to 15 years, which underscores the deep-rooted community spirit and passion fueling the brand.
Aquila’s 2025 Living Lab program introduces real-time, hands-on cruise training designed to elevate guest experiences and industry standards. By blending live operations with experiential learning, it sets a new global benchmark for tourism best practices.
Since its establishment in 1989, Aquila has been instrumental in developing the cruise tourism sector in Saint John. As a key player in the early days of the city’s cruise industry, Aquila continues to refine its approach, with the Living Lab evolving into a beacon of excellence in cruise guest engagement.
