Monday, June 28, 2010

Dear Carnival, take me seriously!

After I sent this to Lorraine at Carnival I received an auto response stating that it could take up to 10 days for a response. Seriously, guys?


I appreciate you taking the time to email me however, your response to my concerns seems to follow the tone that I have received from your company since the very beginning of this ordeal, that being pleasant indifference. I find your email wholly inadequate.

I am surprised to read that you are assuming that this incident happened "because you can sometimes have challenges when combining people of different backgrounds." That you would assume the interested parties were from different backgrounds is interesting alone. Please remember that we needed to be rescued by another (former officer) passenger and this was not a simple exchange of angry words. My husband and I were taunted and threatened by a self-confessed bi-polar individual who was barking and growling at us like a wild animal.

To date, I have yet to have someone take the time to speak with me, to find out exactly what happened. I was brushed aside by your staff on the ship and I believe that your email is another half-hearted attempt to make me go away without actually having to deal with the issues I have raised. That you would even say to me that you are looking forward to seeing me aboard another "Fun Ship" says to me that you are not taking me seriously. Clearly, the safety and well-being of your guests is not your top priority.

Thank you,


Carnival's Response:

Dear readers, this is the email I received from Carnival Cruise. FYI - this was obviously copied and pasted from because it contained at least two fonts. My complaints don't even warrant a real response. In a nutshell, they understand that it can be a challenge when combining people with different backgrounds and they are looking forward to seeing us soon on board one of their "Fun Ships"

Not good people, Not good.

Dear Mrs. Williamson:

Thank you for contacting Carnival Cruise Lines regarding your cruise aboard the CARNIVAL MIRACLE.

We understand that you looked forward to your vacation, especially something as wonderful as a cruise. At Carnival, we aim to provide a fun filled and memorable holiday.

The comment cards our guests fill out on board are a valuable tool used by our on board staff to improve the level of service they provide. They are kept for use on board the ship, and are not returned to our office. Therefore, we are not able to respond to guests individually regarding their comments. So we really appreciate you taking the time to share your experience with us.

We're so sorry that the behavior of another guest on the ship marred your enjoyment onboard. You are right; you should feel safe onboard. While the majority of our guests tell us meeting new people is one of the highlights of their cruise, we understand that when we put people together of different backgrounds, this can sometimes be a challenge. While we can't change people's behavior, we agree that courtesy and consideration for fellow travelers goes a long way.

Nevertheless, we are concerned with the impression we left you with and are grateful for the insight your feedback has given us as the safety and well-being of our guests is our top priority.

Thank you again for letting us know about the areas onboard that need attention. Your feedback is appreciated and is a vital part of our efforts to continuously make any changes possible in the handling of incidents like this in the future.

Thank you for choosing Carnival Cruise Lines, we look forward to welcoming you back aboard another one of our "Fun Ships" soon


Lorraine Giraud

Guest Care

Sunday, June 27, 2010

Carnival Cruise Lines are Not Safe - Here's Why:

The following letter represents my FIFTH attempt to have someone from Carnival contact me regarding an incident that happened to me while I was on board the Carnival Miracle. Please help me spread the word that Carnival is not a safe vacation choice for you or your family.

I'd also like to add that I am not launching this anti-Carnival crusade to get anything for free. I will never travel with this company again. It's just not worth it.

Hi there,

My name is Kimberley Williamson and I sailed aboard the Carnival Miracle out of New York city on the 8th of June 2010.

I waited over a week and a half to write this letter because I wanted to make sure that I wasn't being overly reactionary and angry. I had a safety issue on board that I feel Carnival corporate should know about and address.

On the 4th day of our cruise, during a shore excursion on Half Moon Cay, my husband and I were severely threatened by another guest of the ship - to the extent that we felt unsafe and were compelled to report the incident to security. Initially we spoke with a lifeguard, second we spoke with security on the boat, next we explained our situation to guest services and again we tried to talk to someone in security. We were very concerned for our well-being as this individual who had attacked us confessed that he was mentally unstable and was blowing his nose on us. Yes, blowing his nose on us. The attacker was only convinced to leave our area when another guest on the ship (an ex-marine) got involved.

Each time we tried to have this issue reported in some official capacity we were told that we were in the wrong area or that security was unavailable or there wasn't anything they could do because we didn't get our attackers name. After getting the official runaround for ages, we gave up.

It is my impression that no one we spoke to knew what to do. There were no systems in place for dealing with persons who are behaving in a threatening manner.

For the remainder of our time on the ship, we were taunted by this individual making it impossible to relax and enjoy the rest of our vacation. We felt incredibly unsafe and angry at the lack of protection that Carnival offered.

Finally, in our stateroom on the last day, we filled out the customer comment card and I asked to have someone contact me so that I could discuss this incident with someone.

Well, it has been over a week and a half and I have yet to hear from anyone. I no longer wish to be contacted. Let it be known that Carnival had a chance to make this right.

As a repeat customer, I say loudly to anyone listening that I will never travel with your company again, under any circumstances and I will be spreading this message as widely as possible.

Thanks so much for ruining what should have been a wonderful vacation.

Kimberley Williamson