Hurricane Helene developed quickly and it was a massive storm that has done untold damage. Carnival Cruise Line had multiple ships impacted as the cruise ports in Tampa, Jacksonville, and Port Canaveral were all closed.
That forced the cruise line (and all of its rivals) to steer ships away from the storm. That has forced Carnival to keep multiple ship at sea while its uncertain whether sailings set to leave on Friday, Sept. 28 will actually set sail that day.
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Carnival Brand Ambassador John Heald shared that his inbox has been flooded with both grateful and frustrated passengers.
“My review of you John and what Carnival is doing with their hurricane communication for us going or not on Paradise is a big fail. Hang your head in shame. Just cancel the cruise already,” wrote Mirabelle.
Carnival has not shared information on the next Paradise cruise because the ship remains stuck at sea. Deandra, a passenger onboard the ship, had a very different attitude.
“Hello, John. The captain is keeping us safe. The crew of the Paradise are awesome. We are missing our fur babies but this is not Carnival’s doing. Special shout out to Fernando our waiter who has been the best we have had in all our many cruises,” she wrote.
And while Heald has received many understanding emails about Carnival Elation, which is also stuck at sea, he has also received some angry ones.
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“I am amazed there has been no compensation for the extra day of misery we have had to be on the Elation. It’s not the cruise line’s fault there is a hurricane yeah, I get that, and do not lecture me John that this is why we should buy insurance blah blah blah. Carnival should try and make it up to us in some fashion, a minimum of $100 onboard credit even if just for us platinum cruisers. Doing nothing shows Carnival to be cheap and that loyalty means nothing,” wrote Curtis.
Platinum is the second-highest tier in Carnival’s VIFP loyalty program.
Carnival has multiple ships stuck at sea.
Image source: Shutterstock
Carnival is sharing information as it gets it
Heald may sound like an apologist for his company, but he’s telling the truth. Carnival (and all cruise lines) can’t make decisions until they get information from the ports. The cruise lines do not decide whether a port is open or closed. That’s a decision left to the Coast Guard.
As of 9:21 a.m. Port Canaveral, which was not in the direct path of the storm was still closed. That could change at any minute, but Carnival can’t make a plan until the status of the port changes.
Heald noted that his messages were “a mixture of understanding, frustration, and praise,” which he understood. “These are all normal comments during hurricane season and I will reply to each of them and listen and help if I can.”
He asked his followers to be patient.
“This morning we will wait for information from the Port Authorities in Jacksonville, Port Canaveral, and Tampa. Those ports remain closed and will be assessed once the storm has passed. Then the Beards will make a final decision on what we will do with the ultimate goal to get the ships alongside today and to get the guests safely home and to allow those waiting for their Fun to get on the ship,” he wrote.
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The Beards is Heald’s playful name for company leadership. The Brand Ambassador promised the cruise line would share information as soon as it becomes available.
“A massive thank you then to: Those guests on the ships now waiting to get home. The guests waiting to get on the ships today for their Fun to begin The beards at the Mother Ship who are working so hard to do everything they can And to the crew who are making sure that for those guests on the ships now that the Fun is continuing,” he added.
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