Latest news with #CarnivalCruiseLine
Miami Herald
an hour ago
- Entertainment
- Miami Herald
Carnival Cruise Line rep threatened over loyalty program changes
Getting upset is a natural reaction to news you don't like, but no matter how angry you are, please don't shoot the messenger. If you're one of the many loyal Carnival Cruise Line passengers who are unhappy about the overhaul of the cruise line's loyalty program, you're certainly welcome and encouraged to share constructive feedback with the cruise line. Related: Carnival Cruise Line unveils controversial new loyalty program But please don't make the mistake of thinking your anger gives you any right or reason to threaten and insult the cruise line's brand ambassador, president, or other employees. Carnival Cruise Line Brand Ambassador John Heald, who diligently responds to hundreds of passenger questions and complaints every day on his popular Facebook page, doesn't deserve the onslaught of nasty comments coming his way in the aftermath of the loyalty program announcement. Sure, he's a voice for Carnival Cruise Line, but more importantly, he's a voice for its passengers. Besides communicating important cruise line information to Carnival passengers on Facebook, Heald represents Carnival cruisers and their interests. He doesn't just respond to passenger comments, he meticulously addresses them and constantly gathers feedback to share with decision-making Carnival executives. He handles passenger comments with remarkable patience and compassion, even though disgruntled cruisers often write to him in a rude way. Want the latest cruise news and deals? Sign up for the Come Cruise With Me newsletter. Heald truly listens to and cares about Carnival passengers, and he works hard to ensure that their concerns and requests are taken seriously as the cruise line evolves its loyalty program, ships, and offerings. Even though he deals with rude comments from inevitable unsatisfied passengers every day, Heald continues to put cruisers and their interests first. After sharing details of the new Carnival Rewards loyalty program at the end of his day on June 18, he immediately went to work the next day to gather passenger feedback about the loyalty program changes. Related: Carnival Cruise Line takes on a new passenger problem As the brand ambassador began to answer questions and respond to concerns about the program with intentions to share constructive criticism with his colleagues, he was shocked by an unfortunate pattern of rude, and even threatening, comments. While many loyal passengers shared their frustration and plans to "jump ship" to sail with another cruise line, some went too far and took their anger out inappropriately. Heald didn't just ignore those comments though, he addressed them head on. Be the first to see the best deals on cruises, special sailings, and more. Sign up for the Come Cruise With Me newsletter. "To the few who threatened me and threatened my family and made terrible vile remarks against the people I work with at the mothership in Miami, well, I hope you never cruise with us again," Heald wrote in a comment he posted on the June 19 edition of his daily three-minute video update for his followers. He even expressed wishes for those people to be banned from sailing on any cruise line. "Your promise to cruise with another cruise line after writing those disgusting comments is something I wish I could forward to other cruise lines to suggest that they stop you from cruising there, but sadly, I can't," Heald continued. "Thank goodness they are a very small minority." More Carnival cruise news: Carnival Cruise Line's Project ACE vs. Royal Caribbean's Discovery ClassCarnival Cruise Line raises red flag over new cruise 'hack'Carnival Cruise Line fixes massive passenger pain point The brand ambassador also stressed that he understands passengers' frustrations over the new loyalty program and will "fight the good fight" on their behalf. "I know people are frustrated and I promise, I absolutely promise, that I will do everything I can to represent you and to be your voice," Heald insisted. "And those who truly know me know that I am very sincere in that. Thank you so much, and I hope we see you all having fun with us again very soon." (The Arena Group will earn a commission if you book a cruise.) Make a free appointment with Come Cruise With Me's Travel Agent Partner, Postcard Travel, or email Amy Post at amypost@ or call or text her at 386-383-2472. Copyright 2025 The Arena Group, Inc. All Rights Reserved
Miami Herald
3 hours ago
- Business
- Miami Herald
Carnival shakes up cruise loyalty; Royal Caribbean to revamp ships
Complaints are pouring in on social media after Carnival Cruise Line announced details of its completely overhauled loyalty program on June 18. Although Carnival has been talking about a planned loyalty program revamp for months, the cruise line had not yet revealed any details about the changes until now. And it appears that the structure of the new program is not sitting well with many loyal passengers. Related: Carnival Cruise Line takes on a new passenger problem The new Carnival Rewards program, which rolls out in June 2026, follows a completely different model than Carnival's current Very Important Fun Person (VIFP) loyalty program. Many Carnival cruisers who have been building their VIFP status for many years to reach Platinum or Diamond levels in the program worry that the new Carnival Rewards system won't value their long-time loyalty as well as the current program. However, Carnival says that the new loyalty program reflects a commitment to creating more meaningful recognition for its loyal passengers. The new rewards model will put the cruise line loyalty program on par with popular travel loyalty programs offered by airlines and hotels. Doug Parker shared more details on the new Carnival Rewards loyalty program, and other cruise news including Royal Caribbean's 2026 ship modernization projects, on the June 19th edition of Cruise News Today. Want the latest cruise news and deals? Sign up for the Come Cruise With Me newsletter. Transcript: This is Cruise News Today with Doug Parker. Good morning, here's your cruise news for Thursday, June 19th. Carnival Cruise Line is overhauling its loyalty program. Starting next June, the current VIFP Club will be replaced by Carnival Rewards, meaning lifetime status is ending. Passengers must now re-qualify every two years, and this will be based on spending, not the amount of cruise nights you have. This puts the company more in line with airline and hotel loyalty programs. Related: Carnival Cruise Line fixes massive passenger pain point They're also dropping the Blue tier as far as their loyalty program, and all guests will start at Red. Higher tiers like Gold, Platinum, and Diamond will require more spending to earn and keep your perks. Some benefits, like the gold pins and the complimentary dining and unlimited laundry for Diamond members, are also being scaled back during this change. There is a lot to unpack here, and it's fully detailed on I'm curious what you think about Carnival moving towards a more pay-to-play model. Let me know in the comments. Be the first to see the best deals on cruises, special sailings, and more. Sign up for the Come Cruise With Me newsletter. And a follow-up to the story we brought you yesterday of Celebrity Edge breaking loose while it was docked in Juneau, Alaska. The U.S. Coast Guard is now investigating the near-collision between two cruise ships after a storm broke Edge loose from its moorings. High winds pushed Celebrity Edge toward Carnival Luminosa as it was leaving port, forcing Luminosa to back up to avoid being hit. Celebrity Edge did drop the anchor just in time to avoid a crash. No injuries or damage were reported. Coast Guard officials are reviewing public video submissions and say a probe is now underway. Related: Video: Celebrity Cruises ship goes adrift in busy Alaska port And Royal Caribbean is set to overhaul three of its ships next year - Ovation of the Seas, Harmony of the Seas, and Liberty of the Seas - as part of its ongoing modernization program. The upgrades will include new dining options, enhanced entertainment, and redesigned pool areas. Ovation will debut in Alaska, Harmony will shift from Europe to Florida, and Liberty will sail from England before heading to Galveston, Texas. All three ships will debut fully revamped. Related: Royal Caribbean, Carnival add ship enhancements cruisers will love And cruise stocks ended higher on Wednesday. Carnival Corporation: up 1%, 23.61. Royal Caribbean: up 2%, 267.78. Norwegian: up 1%, 18.39. And Viking: up 2%, 48.66. If you have a lead on a story, let us know: tips@ And this week's Cruise Radio Podcast: a review of Carnival Panorama, where you listen to your favorite podcasts. I'm Doug Parker with Cruise News Today. Have yourself a great Thursday. (The Arena Group will earn a commission if you book a cruise.) Make a free appointment with Come Cruise With Me's Travel Agent Partner, Postcard Travel, or email Amy Post at amypost@ or call or text her at 386-383-2472. Copyright 2025 The Arena Group, Inc. All Rights Reserved
Miami Herald
3 hours ago
- Business
- Miami Herald
Carnival Cruise Line's Project ACE vs. Royal Caribbean's Discovery Class
If you've been on a cruise in the past decade, you've likely noticed that the ships keep getting bigger, especially across mass-market cruise lines. Every couple of years or so the newest ship has been bigger than the last. While bigger has meant larger water parks, more restaurants, more spaces for entertainment, it raises a critical question: is this what cruisers want now? Want the latest cruise news and deals? Sign up for the Come Cruise With Me newsletter. Some cruisers crave the allure of a floating city where the ship itself is a destination, while others are looking for a comfortable launchpad in between destinations focusing on adventures ashore rather than onboard. Two cruise industry giants - Royal Caribbean and Carnival Cruise Line - are preparing to answer that question with their next-generation ships. Royal Caribbean and Carnival Cruise Line are two of the cruise lines with the largest cruise ships in the world. Royal Caribbean holds the title for the largest cruise ship in the world: the Icon of the Seas, which can hold up to 7,600 passengers. Currently Icon of the Seas is the only one in its class so far, with the Star of the Seas to make its debut in August 2025. Legend of the Seas is next in line, set to launch in the summer of 2026. Royal Caribbean's Oasis Class ships and Carnival's Excel Class ships can all hold a minimum of around 5,400 passengers and up to around 6,700 guests, depending on the number of guests in each room. Related: Carnival Cruise Line warns against a hot cabin hack MSC is also in the running for the bigger-is-better competition, with it recently launching the World Class series, including the World America currently home-ported in Miami and holding up to around 6,700 guests. The next in line will be World Asia scheduled for 2026, followed by World Atlantic to debut in Port Canaveral, Florida, and set to make its appearance in the winter of 2027/2028. Two more World Class ships are on order for delivery in 2029 and 2030. They will be of similar size and capacity. Larger cruise ships tend to focus on maximum thrills and appeal to diverse demographics, whereas smaller cruise ships lean toward offering more laid-back and intimate experiences. Smaller ships have an edge of being able to visit more destinations, since some ports cannot accommodate larger vessels and their large number of passengers. Carnival Cruise Line recently announced Project ACE, which refers to the development of a brand-new class of mega ships, with the first one scheduled to debut in 2029. Carnival will continue its trend of producing mega-thrill ships with the next class. These vessels will have a passenger capacity of over 8,000, which will take the title for largest cruise ship in passenger capacity, but not in tonnage. The new ACE Class ships will offer more interconnecting rooms that can offer more options for families and groups traveling together. Related: Royal Caribbean, Carnival Cruise Line dealing with booking issues The ships will offer new dining experiences and enhanced spaces for youth, including Waterworks Ultra, which will feature an expanded water park with four new water slides and six slides total. Two of the new slides will be designed as family raft slides, allowing multiple passengers to ride together. Royal Caribbean seems to be taking a different route for its next class of ships. More on cruises: Royal Caribbean cruisers witness risky stunt at Alaska cruise portRoyal Caribbean, Carnival add ship enhancements cruisers will loveCarnival Cruise Line testing new dining option passengers want Royal Caribbean has not revealed many details about the Discovery Project, referring to its next class of ships, which will proceed, the newest Icon Class. But, Royal Caribbean's CEO's Jason Liberty and Michael Bayley have mentioned that smaller class ships have been discussed as well as the need for replacing ships that are nearing the end of their time at sea. The oldest Royal Caribbean ship is the Grandeur of the Seas, which first set sail in Dec. 1996. A smaller class of ships has the potential to expand itinerary options. The Discovery Class could offer more diverse itineraries in some popular destinations such as the Caribbean, Mediterranean, and Alaska. There has been no debut date revealed for the Discovery Project's ships, but based on the time frames of previous launches, it could be 2027 or 2028. (The Arena Group will earn a commission if you book a cruise.) Make a free appointment with Come Cruise With Me's Travel Agent Partner, Postcard Travel, or email Amy Post at amypost@ or call or text her at 386-383-2472. Copyright 2025 The Arena Group, Inc. All Rights Reserved
Miami Herald
3 hours ago
- Business
- Miami Herald
Carnival Cruise Line unveils new, modernized loyalty program
Although change is rarely easy, it's essential to grow. Many forward-thinking companies recognize this and embrace change, even when changing programs and processes means initially upsetting some of their most loyal customers. Related: Carnival Cruise Line takes on a new passenger problem Carnival Cruise Line is proving that it's an industry leader by evolving its Very Important Fun Person (VIFP) loyalty program, transforming it to a new points-based rewards system intended to better serve its loyal passengers. Although the new loyalty program is already ruffling the feathers of some loyal Carnival cruisers who have reached the highest tiers in the VIFP program, the new Carnival Rewards program promises enhanced benefits and modernized ways of earning status for all cruisers. Rolling out in June 2026, the new Carnival Rewards program will offer passengers personalized perks and new ways to earn rewards and reach higher status levels, through a dual-earning structure using Carnival Rewards points and status qualifying stars. Rather than only earning status based the number of nights sailed, passengers will be able to earn points for their spending - from cruise fare and onboard purchases to everyday spending on a co-branded Carnival Rewards credit card with Barclays. Carnival Cruise Line President Christine Duffy and Brand Ambassador John Heald shared more details on the new Carnival Rewards loyalty program in a video posted on Heald's popular Facebook page on June 18. As he introduced the informative video to his Facebook followers, many of whom have been eager to learn about the loyalty program changes for some time, Heald emphasized a key point that cruisers should keep in mind - the new Carnival Rewards program will not take effect until June 2026. Want the latest cruise news and deals? Sign up for the Come Cruise With Me newsletter. Transcript: John Heald: Hello everybody, it's John, Brand Ambassador, Carnival Cruise Line, and I'm excited to be here to talk about our enhanced loyalty program. And who better to tell you about it than our fabulous President, Christine Duffy. And here is our conversation. John Heald: So, beyond having a new name, what is the Carnival Rewards program? Christine Duffy: So, when it comes to loyalty, we believe that rewards should be flexible and personalized, and that's exactly what Carnival Rewards will deliver. Our loyal guests are the reason we are the world's most popular cruise line, and their continued loyalty is vital. We need to make sure we provide them with meaningful benefits. Related: Carnival Cruise Line fixes massive passenger pain point Christine Duffy: The cruise industry overall has grown and evolved immensely, and so have we. Rewards programs have evolved as well across the entire travel industry, especially for airlines and hotels, but not really so much for cruise. As an industry leader, just like we brought the first LNG ship to North America, we will be the first to bring a modern rewards program to our Carnival Cruise Line guests. For the first time, guests will be able to build up their Carnival Rewards points, and so it's going to provide great benefits to the millions of Carnival guests. It's your cruise, your rewards, your way. Be the first to see the best deals on cruises, special sailings, and more. Sign up for the Come Cruise With Me newsletter. John Heald: So, what about status? How do you earn status from the Carnival Rewards Program? Christine Duffy: In tandem with points, guests will earn status qualifying stars to unlock higher status levels. This puts guests in the driver's seat of their status. We all wish we could sail all the time, but the reality is for most people, vacation time is limited, which means obtaining status can be difficult in the current program, which is based only on frequency. This new program will provide more avenues for guests to reach status, as well as the opportunity to earn status more quickly. Related: Carnival cruisers get free drinks with this lesser-known deal John Heald: That's brilliant news, but will guests be able to keep their current status? Christine Duffy: VIFP status will transfer to Carnival Rewards for two years. Now, for our Diamond guests, which is our highest status level, we are going to be extending the complimentary grace period for six years. John Heald: What are we doing to make this easier for our guests to understand and easier to use? Christine Duffy: From today forward, we will be communicating frequently and clearly to make sure the message gets out about how to engage and work with the new Carnival Rewards program focused on you and how we celebrate and acknowledge your loyalty. For instance, we'll be recognizing status in more ways than just benefits, but with meaningful moments that show our appreciation for the special milestones. Sign up for the Come Cruise With Me newsletter to save money on your next (or your first) cruise. John Heald: And of course, we all know that changes like this are not going to happen overnight, right? Christine Duffy: The new program, while we are announcing it today in June of 2025, does not go into effect until June of 2026, so we have plenty of time for everyone to get acclimated, learn about the program, engage, and in the meantime, as you continue to sail on Carnival throughout the next 12 months, you'll continue to earn towards your status. John Heald: Thank you so much. A special thank you to Christine for taking her time to talk to us about this enhanced rewards program. A massive thank you to the crew and a special thank you to all of you for your loyalty and for your loyalty to come. Thank you so much and keep choosing fun. (The Arena Group will earn a commission if you book a cruise.) Make a free appointment with Come Cruise With Me's Travel Agent Partner, Postcard Travel, or email Amy Post at amypost@ or call or text her at 386-383-2472. Copyright 2025 The Arena Group, Inc. All Rights Reserved
Forbes
a day ago
- Business
- Forbes
Carnival Cruise Line's Loyalty Program Changes May Be A Costly Mistake
Carnival Cruise Line just made big changes to its loyalty program, moving from lifetime status to ... More just two years. Carnival Cruise Line, part of the Carnival Corporation family of cruise brands, is conducting a huge, real-time experiment in customer loyalty. And, it's not going to be pretty. The cruise line announced this week that it's scrapping its 13-year-old loyalty program in favor of a spend-based system that will require customers to shell out tens of thousands of dollars to maintain their elite status. Diamond members, the highest level in the program, will retain their status for six years. Then, the math becomes daunting: spend $33,334 every two years or lose your perks. Carnival loyalists knew a change was coming. Speculation ranged from a modest increase in nights required to reach each level to status matching with Carnival brands like Princess and Cunard. Nobody expected such a dramatic set of changes. The new policy is a fundamental shift from emotional loyalty to transactional loyalty. It's a transition from, 'We value your lifetime relationship with our brand,' to, 'What have you done for us in the last 24 months?' Here's what Carnival got wrong from a behavioral standpoint: they're taking away something customers already own. Under the old system, a cruiser who sailed frequently over many years earned lifetime Diamond status based on nights at sea. That status felt earned, permanent, and emotionally valuable. Behavioral economists call this the "endowment effect"—once we own something, losing it feels much worse than never having it at all. Now Carnival is essentially telling these customers: "Thanks for your loyalty, but you need to pay up or lose what you've earned." President Christine Duffy's rationale reveals the core problem: "When everyone is special, no one feels special." This has been a problem with lifetime status on cruise lines. But the solution to having too many loyal customers isn't to make loyalty harder (or impossible for some) to achieve. It's to create meaningful ways to recognize different types of value. Here's what Carnival is really asking. To maintain Diamond status after their 'lifetime' status expires in 2032, customers need to earn 100,000 "stars" every two years at three stars per dollar spent. That's $33,334 in cruise spending every 24 months, or roughly $16,667 annually. For context, a typical week-long Caribbean cruise for two in a balcony cabin runs about $2,000-4,000 total. To hit Diamond spending requirements, a couple would need to take premium suites on longer cruises, book more than a couple of trips per year, or spend massively on add-ons like specialty dining and excursions. This fundamentally changes who can be "loyal" to Carnival. Frequency and long-term engagement no longer matter. It's all about 24-month spend. Carnival justifies the change by comparing itself to airline loyalty programs, which reset annually. But this comparison misses a crucial difference: business necessity versus leisure choice. Most elite status flyers are business travelers. They must fly regularly and often don't pay their own bills. Their loyalty is driven by route networks, alliances and codeshares, schedules, and corporate contracts. As airline loyalty became transactional by shifting from miles flown to dollars spent, emotional attachment to the airline, if any, faded away. Cruise loyalty is entirely different. It's discretionary vacation spending driven by emotional connections to the experience, the brand, and, for some, the recognition that comes with status. When you make that recognition not only transactional but temporary, you risk severing the emotional bond entirely. To further underscore the change to a transactional relationship, Carnival is eliminating many of the emotional touchpoints that made status feel special. Gone are the Gold pins, VIFP logo gifts, luggage tags, and other small but tangible symbols of achievement. These items cost Carnival little to produce but carried significant emotional weight for many recipients. They replaced these with a complicated points system that feels more like a corporate credit card than a celebration of cruise enthusiasm. Indeed, spending on a Carnival-branded credit card is one way to earn status points. Ten years ago, Delta Airlines switched to basing its Skymiles points on dollars spent instead of miles flown. United and American quickly followed suit. Will other cruise lines copy Carnival's plan? Or, will they see this move as a gaffe that opens the door to stealing some of Carnival's most loyal customers? Notably, no other Carnival brand has announced a similar change. Perhaps Carnival wants to see what happens before adopting it corporate-wide. Royal Caribbean Group and Norwegian Cruise Line Holdings are Carnival's biggest competitors. They could solve their own problem of increasing numbers of elite cruisers by following Carnival's lead. Or, they could view this as a rare opportunity to siphon off some of Carnival's highest value customers. Royal Caribbean and Norwegian are the entry level brands closest in cost and demographics to Carnival. They could offer status matches to unhappy Carnival elite members, likely with less daunting requirements than Carnival's. I'd also recommend the use emotional messaging emphasizing "true loyalty recognition." This will play well with customers who feel their loyalty hasn't been reciprocated by Carnival. Even the airlines play this game. When Southwest Airlines infuriated customers by changing their free checked bag policy, Delta and American offered special status matches to attract Southwest's most elite flyers. Every CMO with a loyalty program should be taking notes as this plays out. Carnival is essentially running a live experiment on several key questions: Will customers pay to maintain status? Diamond members face a choice: dramatically increase spending or accept lower-tier treatment. How many will choose to spend versus switching to competitors? Or will they grit their teeth and keep sailing Carnival? Does transactional loyalty create real loyalty? By shifting from time-based to spend-based qualification, Carnival is testing whether purchased loyalty can replace earned loyalty. What happens when you break the loyalty contract? Customers invested years, even decades, building status under one set of rules. Changing those rules retroactively tests the limits of customer forgiveness. Can you shrink your way to exclusivity? Rather than finding creative ways to serve more loyal customers, Carnival chose to reduce the number of people eligible for top-tier treatment. Will artificial scarcity create more value than broader recognition? Carnival's changes don't take effect until June 2026. That's not that far off - many cruisers have already booked 2026 and 2027 cruises. Diamond members have special rules that may let them hang onto their status for longer. Perhaps not much will change right away. But, the real test is whether customers remain emotionally invested in the Carnival brand. Loyalty programs aren't just about perks and points. They're about creating an emotional relationship that makes customers choose your brand even when competitors offer better deals. By making loyalty purely transactional, Carnival risks turning its most devoted customers into brand-agnostic comparison shoppers. The next two years will tell us whether cruisers are willing to buy loyalty, or whether loyalty, once lost, is gone forever.
