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Carnival Communication Criticism


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As we all know Covid-19 is a rapidly changing situation. I completely understand the number one priority is to protect the health of crew, passengers and the reasoning for ships coming to a halt. My frustration is the fact that had it not been for my sister sending me a snapshot of a "tweet" on Twitter from President Trump or the letter Carnival posted to their Twitter page I would of ended up at the port yesterday! Luckily I had this information sent to me at the half way point to the port and turned around to head back home. 

 

My life doesn't revolve around social media and I don't even have Twitter! I shouldn't be finding out from a "tweet" that my cruise wasn't happening. Carnival should of sent an email IMMEDIATELY when they knew this was happening to all guests who were to soon embark and said something along the lines of due to the ever changing situation of Covid-19 we are halting ships within our fleet, please do not head to port etc we will send an official follow up email/announcement soon with more information. No Carnival didn't do this!

 

It wasn't until a significant amount of time had passed after Twitter posts from President Trump and Carnival that I was contacted by Carnival via email after midnight CST with the announcement.

 

I feel for those who would of saved financially from the required cost of travel and most importantly TIME had Carnival communicated this information to soon embarking guests via email, automated call or anything in a much more timely manner from when they knew this action would be occurring and not relying on the hopes everyone has their eyes constantly starting at a social media platform for any updates is where my frustration lies with Carnival! 

 

 

 

 

 

 

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6 minutes ago, LMaxwell said:

People have been told for a week not to travel; did you really anticipate this to go off without a hitch?  You make some valid points but what happened to personal responsibility?  

Absolutely not which again is why I am not upset whatsoever the cruise was cancelled. It was a complete risk on my part booking a last minute casino offer which I got for pennies on the dollar. Of course there will be snags and hiccups with this ever changing situation but the way it was communicated (Twitter) and how long it took to officially hear from Carnival after "tweeting" is what I find unacceptable. 

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1 minute ago, Elaine5715 said:

Were you subscribed to the text alert for your cruise?  

Yes! I just went through my texts and on March 11th just after booking I received a text from Carnival confirming alerts for my sailing. This is another way I didn't even think about that could of been a way of communication! Did you get a text alert and if so when did you receive because I sure didn't? 

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Just now, ChattTenn said:

Carnival SHOULD POST any update / every update on their OFFICIAL site.   We have to depend on this site or Facebook about out upcoming cruise THEIR BAD.  

THANK YOU ChatTenn! That is all I am trying to say and where my frustration lies in this situation. 

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I never got any notice either. I can still purchase things for my March 23rd sailing on the site, that's weird. I know it's a crazy time right now, however they should notify on ALL social media sites.

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25 minutes ago, Will4Reals said:

Yes! I just went through my texts and on March 11th just after booking I received a text from Carnival confirming alerts for my sailing. This is another way I didn't even think about that could of been a way of communication! Did you get a text alert and if so when did you receive because I sure didn't? 

I am not on your cruise but I am signed up for my future cruises.  Just wondered what to expect

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Will4, play poker?  I will see your criticism and raise you one:

 

Someone posted a copy of a document from J Heald's facebook giving 2 options stating you had to rebook by a date certain.  The e-mail I got from Carnival sometime last night has a different date.

 

I want to rely on official Carnival communications.  I don't access Facebook or Twitter or any other social media or official looking documents from someone's facebook page.

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25 minutes ago, ChattTenn said:

Carnival SHOULD POST any update / every update on their OFFICIAL site.   We have to depend on this site or Facebook about out upcoming cruise THEIR BAD.  

I totally agree Chatt! Well put! 👍

To require us to subscribe to Facebook, or Twitter, or Snapchat, etc, etc, etc ad nauseum is unconscionable. When in fact the simplest, most reliable form of  communicating between Carnival, and its guests, is via email, OR posting on their website.

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This in unacceptable. I have been reading that no one STILL has been notified of their cancelled cruises. We were debating whether to take our Valor cruise out of NOLA 5/8 but now that there is a confirmed positive case of a traveler on the 2/29 Valor sailing, I am definitely cancelling. I know this must be a logistical nightmare for Carnival and all of the cruise lines, but it is not OK to have people travelling to their supposed cruise when Carnival knows full well that it is cancelled! 

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3 minutes ago, bury me at sea said:

Will4, play poker?  I will see your criticism and raise you one:

 

Someone posted a copy of a document from J Heald's facebook giving 2 options stating you had to rebook by a date certain.  The e-mail I got from Carnival sometime last night has a different date.

 

I want to rely on official Carnival communications.  I don't access Facebook or Twitter or any other social media or official looking documents from someone's facebook page.

^^^^^This! I don't do social media. I want official notice. Not hearsay from a third party. 

 

CARNIVAL, ARE YOU LISTENING? THE WORLD IS AWAITING YOUR REPLY.

 

Post on your website the information that your guests are demanding! 

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1 minute ago, bury me at sea said:

Will4, play poker?  I will see your criticism and raise you one:

 

Someone posted a copy of a document from J Heald's facebook giving 2 options stating you had to rebook by a date certain.  The e-mail I got from Carnival sometime last night has a different date.

 

I want to rely on official Carnival communications.  I don't access Facebook or Twitter or any other social media or official looking documents from someone's facebook page.

Believe it or not I play poker for a living! Was looking to take time off and enjoy being on the water with these insane deals before heading to Vegas and the WSOP. However that looks like it most likely isn't happening either..

 

Anyways I paid pennies on the dollar for my balcony room so I wasn't interested in a refund as I booked a last minute casino offer. Per the official email I received from Carnival last night I could choose a full refund or a 100% future cruise credit and a $600.00 OBC. It must be booked by 12/31/20 for sailing by 12/31/22. Obviously I chose the 100% future cruse credit since I didn't pay hardly anything for the room and wanted the $600.00 OBC for a future sailing. 

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6 minutes ago, Joe817 said:

I totally agree Chatt! Well put! 👍

To require us to subscribe to Facebook, or Twitter, or Snapchat, etc, etc, etc ad nauseum is unconscionable. When in fact the simplest, most reliable form of  communicating between Carnival, and its guests, is via email, OR posting on their website.

THIS! 

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3 minutes ago, loohoo1 said:

This in unacceptable. I have been reading that no one STILL has been notified of their cancelled cruises. We were debating whether to take our Valor cruise out of NOLA 5/8 but now that there is a confirmed positive case of a traveler on the 2/29 Valor sailing, I am definitely cancelling. I know this must be a logistical nightmare for Carnival and all of the cruise lines, but it is not OK to have people travelling to their supposed cruise when Carnival knows full well that it is cancelled! 

My sailing was set to take place out of New Orleans on Sunday, March 15th. I received my email from Carnival after midnight this morning a day before the sailing.

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Will4Reals and Joe817:   I totally agree with both of you.  I cannot receive text messages on my phone, I never use Facebook, Snapchat, blah, blah, blah.  Email and posting on their web site makes perfect sense to me.  I just received the email from Carnival late this morning (3/14).  I'm glad I didn't have a cruise booked because I would have already arrived at the Port.

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This will NOT be a perfect, or even near perfect process. If you think Carnival and every other business being absolutely ripped to shreds because of this virus, aren't doing everything they can to ensure that everyone effected is notified as quickly as possible, then you are every much mistaken.  We live in a world of instant gratification, and right now that is not reality, uncertainty, frustration, delays, etc. are. Be grateful that in actuality you will come out on top based on this unfortunate situation.

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55 minutes ago, LMaxwell said:

People have been told for a week not to travel; did you really anticipate this to go off without a hitch?  You make some valid points but what happened to personal responsibility?  

Find this to be a little snarky and unnecessary.   OP has a (several) valid concerns and criticisms.   Carnival IS responsible for keeping their customers informed and up to date in a timely manner.   No one should be traveling to get to their cruise only to find out that it has been cancelled because Carnival neglected to provide information.   Facebook, Twitter, and yes (gasp) even Cruise Critic should not be final sources of information.   Am I glad that they are there, sure, lots of good stuff to be found.   But woe to the traveler who  depends on these platforms as sole provider of information.   Carnival .com, or an email and/or text from them should be the sole source for decision making!!!

 

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1 minute ago, 4jaynki said:

This will NOT be a perfect, or even near perfect process. If you think Carnival and every other business being absolutely ripped to shreds because of this virus, aren't doing everything they can to ensure that everyone effected is notified as quickly as possible, then you are every much mistaken.  We live in a world of instant gratification, and right now that is not reality, uncertainty, frustration, delays, etc. are. Be grateful that in actuality you will come out on top based on this unfortunate situation.

BS, Carnival has a responsibility to keep its customers up to date.   Don't try and tell me that they didn't the means to do so, that's laughable!!! 

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3 minutes ago, ULCajunCruiser said:

Find this to be a little snarky and unnecessary.   OP has a (several) valid concerns and criticisms.   Carnival IS responsible for keeping their customers informed and up to date in a timely manner.   No one should be traveling to get to their cruise only to find out that it has been cancelled because Carnival neglected to provide information.   Facebook, Twitter, and yes (gasp) even Cruise Critic should not be final sources of information.   Am I glad that they are there, sure, lots of good stuff to be found.   But woe to the traveler who  depends on these platforms as sole provider of information.   Carnival .com, or an email and/or text from them should be the sole source for decision making!!!

 

Couldn't agree with this more! Thank you ULCajunCruiser! 

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Just now, ULCajunCruiser said:

BS, Carnival has a responsibility to keep its customers up to date.   Don't try and tell me that they didn't the means to do so, that's laughable!!! 

    1. I'm glad you think a Fortune 500 company can get out unprocessed information in seconds. 

    2. Do you know when Carnival made the decision?

    3. The President sent the tweet at about 620pm EST, the poster even stated he was notified within almost 6 hours, others got their before and after that.

 

Again if you think Carnival and ANY OTHER COMPANY are not doing everything they can to not only keep their damn business afloat but also appease customers at the same damn time, your insane. Any vacationer still planning ot go with their plans is taking a HUGE risk right now, one that can have lots of complications, including myself.  You need to be ready for anything.

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1 hour ago, Will4Reals said:

Absolutely not which again is why I am not upset whatsoever the cruise was cancelled. It was a complete risk on my part booking a last minute casino offer which I got for pennies on the dollar. Of course there will be snags and hiccups with this ever changing situation but the way it was communicated (Twitter) and how long it took to officially hear from Carnival after "tweeting" is what I find unacceptable. 

I hear you. 

 

I really thought they'd have made an announcement early yesterday and save many people from trying to get to port cities.  I was surprised when they did not do so. 

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Just now, 4jaynki said:

    1. I'm glad you think a Fortune 500 company can get out unprocessed information in seconds. 

    2. Do you know when Carnival made the decision?

    3. The President sent the tweet at about 620pm EST, the poster even stated he was notified within almost 6 hours, others got their before and after that.

 

Again if you think Carnival and ANY OTHER COMPANY are not doing everything they can to not only keep their damn business afloat but also appease customers at the same damn time, your insane. Any vacationer still planning ot go with their plans is taking a HUGE risk right now, one that can have lots of complications, including myself.  You need to be ready for anything.

 

Kinda negligent for them to continue sailing and not have communication already prepared ahead of time if they needed to "flip the switch".  I'm not getting out my violin for Carnival over this. 

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14 minutes ago, 4jaynki said:

This will NOT be a perfect, or even near perfect process. If you think Carnival and every other business being absolutely ripped to shreds because of this virus, aren't doing everything they can to ensure that everyone effected is notified as quickly as possible, then you are every much mistaken.  We live in a world of instant gratification, and right now that is not reality, uncertainty, frustration, delays, etc. are. Be grateful that in actuality you will come out on top based on this unfortunate situation.

Carnival had the time to put together an announcement and post to Twitter but didn't have the time to communicate via email, texts, automated call ANYTHING to their customers FIRST who were about to embark what was going on and just hoped they have their face buried in social media to come across that before receiving an official notification from them?

 

Couldn't of updated their website homepage until getting an official announcement out? 

 

We can agree to disagree on this one..

Edited by Will4Reals
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