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.
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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.
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"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."
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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@postcardtravelplanning.com or call or text her at 386-383-2472.
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