Cruise line loyalty programs drive repeat business, and even a small change can anger passengers. Royal Caribbean, for example, has to limit access to its Crown Lounges on select voyages when there are too many premium customers on board.
In most cases, the lounge cannot be expanded, so on a presidential cruise, a special casino cruise, or a transatlantic cruise, the cruise line has to limit access. That change rarely happens, and while people don't like not receiving a benefit they've earned, most understand it.
Related: Why Carnival and Royal Caribbean aren't offering a key entertainment option
However, permanent changes can cause passengers to lose precious benefits even as they gain others. Celebrity Cruises, a brand owned by Royal Caribbean, still shows on its website that certain upper tiers of its casino loyalty program get access to its lounge suite. The problem is that they don't and haven't for many years, but the people who get those levels and see the benefit listed are reasonably upset.
While Royal Caribbean has hinted at changes to its Crown & Anchor loyalty program, Carnival has shared that it is currently re-evaluating its own. That means changes are coming, but before they do, the cruise line's brand ambassador, John Heald, responded to some of his facebook followers and promised that he would address their concerns.
Image Source: Carnival Cruise Line
Carnival made a loyalty pin change
Each cruise line's loyalty program has different levels. Carnival's VIFP loyalty program starts in Blue on your first voyage and in Red afterward. In Gold, passengers get a free bottle of water in their cabin.
You level up by sailing and points are awarded for cruise nights. Unlike Royal Caribbean's program, which offers more points for solo cruisers and suite guests, Carnival's is one point per night, no matter what.
The highest levels of the VIFP program, Gold and Platinum, come with a benefit that many passengers like: a personalized pin on each cruise. Those pins can be “redeemed in the Photo Gallery no later than two days before the end of the cruise,” Carnival shares on its website.
That's where some passengers took issue with the cruise line and Heald explained the policy.
“Before I open my eye on the plane to watch some downloaded episodes of 'Little House on Cleveland Prairie' and nibble on my $9 airport sandwich that has a bit of pink meat, I'd like to say something to our fabulous Diamond and Platinum Guests” , wrote. “The reason we ask Diamond and Platinum guests to pick up their gift and pin from the Pixels gallery is because, in the past, we have found that people sometimes leave the pin and gift in the cabin. Also, it is what we have done since Covid.”
It should be noted that Heald never directly mentions brands and is joking when talking about the hotel he stays at or, in this case, his tablet. He rejected a charge.
“It's not a 'slap to your loyal guests' to have to pick them up instead of receiving them. I read these comments from time to time and the hostility behind the words posted is quite surprising,” he added.
Heald will ask the “beards”
The brand ambassador jointly calls Carnival executives “beards.” It's a term of endearment, as the brand is run by its beardless president, Christine Duffy. Heald promised to share passengers' comments with his boss, but stopped short of promising change.
“Let's see what we do when we announce the new loyalty program later this year and I'll ask if we can go back to offering everything we offer. I'm not promising anything, but I'll try,” he posted.
Nearly 2,000 people commented on Heald's post. The majority supported him.
“It's all about perspective. When my sister-in-law got her status, I went with her and took pictures of her picking up her gift. We had fun with it. Have fun, people. It's the fun boat,” Melissa Dodd wrote.
Beth McDonald had an equally practical take on having to pick up the pin.
“I have no problem going to Pixels and getting my pin and gift. You probably stop by there several times a day. I love collecting my pins! I have found many uses for the gifts I receive,” she wrote.
Some of Heald's followers understand both points of view.
“It's no big deal to pick up these things. It was just more special to walk into your cabin and see them waiting for you,” posted Florence Thomsen Hobson.
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“I can't lie, I liked that they gave it to me but I also keep every pin and gift. So I understand why the change was made, because of the Covid protocols and to eliminate waste. Plus, having to go get it gives me an excuse to leave. casino,” added Laura K. Holiday.
