– A letter from a client and also a letter from myself > Dear Sirs, > > Earlier this year I booked the perfect vacation, November 27, 2016 on > the Magic. Finally had the money to get my Aft balcony, achieve > visiting ports I had not seen, and actually get excited all over again > about cruising. > > Then you all dropped a bomb and cancelled the cruise. First I thought > it was a joke. Just another Facebook scam. My friends had to be > kidding. But no, it was not a scam, not a joke, it was real. > > What really bothered me is I booked this cruise even before I left on > the Splendor I booked this cruise after a very long and exhausting > reseach period. I looked at all of the options open to me, even > options outside of Carnival, but when I saw this cruise online the > hair stood up on the back of my neck and I was actually excited, > especially since there were plenty of Aft Balconies available. So I > grabbed one of them and paid my 25% down with delight. > > When I was on the Splendor I mentioned this cruise to everyone on the > Facebook page and while we were at sea some of my friends I had made > also booked on this cruise. > They too were very excited. Some platinum like me and all definitely > past guests. > > But today you all pulled the rug right out from under us. I felt like > Charlie Brown kicking the ball that Lucy held for him. Trusting Lucy > to actually hold the ball and not remove it, but again the ball got > pulled and we got screwed. > > I can’t help but think, did you think of the customers, mostly loyal, > when you made this decision. I think not. Not only did you pull the > rug out from us, you also then violated our trust by first offering a > $50 on board credit, and then not offering anything even close to this > cruise for the future. > > Part of marketing is to offer people, especially to those customers > that have counted on your company for their valuable vacation time, > new and different iternaries for them to “get excited” about cruising. > This cruise made that happen for us. Now all you offer is the same > old song and dance. Yes, your ships are newer and being refurbished, > but your ports of call are getting stale. > Your service is getting stale. Same meal menu. Same items on Lido to > eat. Same, Same, Same, everytime. Carnival 2.0 may be new and > everyone in the industry is passing you up. They offer new places to > visit. They know that different and exciting is better. You don’t. > The group of people who are my friends feel cheated. Like the bride who leaves the groom at the alter, we feel you sent out the invititations, but put a note on the door at the wedding, SORRY, BUT WEDDING HAS BEEN CANCELLED. Below is a letter for a very important, very very important fun person. I really think you should take the time to read it and then read it again. I have also attached the cancellation notice I received from Carnival. It concerns me that Carnival as offered a Platinum member a $50.00 on board credit. In my opinion and in the opinion of many others, $50.00 onboard credit is a complete insult. I hope you can help me comfort not only a loyal client but also a dear friend. I really hope, and I have complete confidence that Carnival will help me restore his faith in the fact that he has chosen to be loyal to the right cruise line. Please let me know if you have any questions or need any additional information. Thank you

A letter from a client and also a letter from myself > Dear Sirs, > > Earlier this year I booked the perfect vacation, November 27, 2016 on > the Magic. Finally had the money to get my Aft balcony, achieve > visiting ports I had not seen, and actually get excited all over again > about cruising. > > Then you all dropped a bomb and cancelled the cruise. First I thought > it was a joke. Just another Facebook scam. My friends had to be > kidding. But no, it was not a scam, not a joke, it was real. > > What really bothered me is I booked this cruise even before I left on > the Splendor I booked this cruise after a very long and exhausting > reseach period. I looked at all of the options open to me, even > options outside of Carnival, but when I saw this cruise online the > hair stood up on the back of my neck and I was actually excited, > especially since there were plenty of Aft Balconies available. So I > grabbed one of them and paid my 25% down with delight. > > When I was on the Splendor I mentioned this cruise to everyone on the > Facebook page and while we were at sea some of my friends I had made > also booked on this cruise. > They too were very excited. Some platinum like me and all definitely > past guests. > > But today you all pulled the rug right out from under us. I felt like > Charlie Brown kicking the ball that Lucy held for him. Trusting Lucy > to actually hold the ball and not remove it, but again the ball got > pulled and we got screwed. > > I can’t help but think, did you think of the customers, mostly loyal, > when you made this decision. I think not. Not only did you pull the > rug out from us, you also then violated our trust by first offering a > $50 on board credit, and then not offering anything even close to this > cruise for the future. > > Part of marketing is to offer people, especially to those customers > that have counted on your company for their valuable vacation time, > new and different iternaries for them to “get excited” about cruising. > This cruise made that happen for us. Now all you offer is the same > old song and dance. Yes, your ships are newer and being refurbished, > but your ports of call are getting stale. > Your service is getting stale. Same meal menu. Same items on Lido to > eat. Same, Same, Same, everytime. Carnival 2.0 may be new and > everyone in the industry is passing you up. They offer new places to > visit. They know that different and exciting is better. You don’t. > The group of people who are my friends feel cheated. Like the bride who leaves the groom at the alter, we feel you sent out the invititations, but put a note on the door at the wedding, SORRY, BUT WEDDING HAS BEEN CANCELLED. Below is a letter for a very important, very very important fun person. I really think you should take the time to read it and then read it again. I have also attached the cancellation notice I received from Carnival. It concerns me that Carnival as offered a Platinum member a $50.00 on board credit. In my opinion and in the opinion of many others, $50.00 onboard credit is a complete insult. I hope you can help me comfort not only a loyal client but also a dear friend. I really hope, and I have complete confidence that Carnival will help me restore his faith in the fact that he has chosen to be loyal to the right cruise line. Please let me know if you have any questions or need any additional information. Thank you

Thank you for contacting us. Although we were excited to announce deployment changes to enhance and provide exciting itinerary choices in time for next summer`s cruise season, we certainly understand that this change in itinerary was a very significant one. While the changes were exciting and fresh for some guests, we recognize that guests such as the one in your letter were greatly impacted. Given the amount of time and research that goes into planning an ideal vacation, we are sincerely sorry for this change in plans. The compensatory offer of $50 pp on-board credit (OBC) is standard for all our affected guests. Because of the wide range of itineraries we offer, please do not hesitate to contact us should your client find another itinerary (comparable ship and/or time of travel) so we can secure space and apply the OBC. Although this may not be the response you were hoping for, it is important that we remain consistent in the way we do business to ensure we are fair to all our guests who were equally affected. Thanks you again for the opportunity to respond

-Mitzi

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