ENHANCING CUSTOMER EXPERIENCE IN YACHT REFIT

Why Does Luxury Disappear When a Refit Begins?

Explore how the industry can transform the client experience in yacht refit

Despite being a multi-billion-dollar sector, the refit experience often falls short of the luxury standards owners expect. This report compiles the key insights from the hackathon Enhancing Customer Experience in Yacht Refit: Why Does Luxury End When the Refit Begins?, led by Jordi Ariet, Managing Director at MB92 Barcelona.

Why this report matters

• It gathers the voices of leading refit experts. Shipyards, managers, captains, and client advisors openly discuss the real pain points affecting today’s refit projects.
• It exposes the root causes behind client frustration. From unclear roles to late-stage surprises, the report clarifies why expectations and delivery often diverge.
• It presents actionable, consensus-driven solutions. Experts identify structural improvements that can immediately elevate the client experience.
• It provides direction for the industry. The insights serve as a roadmap for stakeholders who want to modernize their processes and deliver a truly service-driven refit journey.