Carnival Cruise Line probably did not expect the level of anger its new loyalty program caused with its passengers.
The cruise line shared a program that eliminated lifetime loyalty levels that was based on dollars spent, not nights stayed. Many cruisers saw that as a money grab.
Related: Carnival Cruise Line suddenly cancels sailing
Others were simply crushed that they had spent years, decades in some cases, building up loyalty status only for the new program to not recognize that.
Carnival Brand Ambassador John Heald had no say in creating the new program. He has, however, spent most of his time answering questions about it since it was released and he admits he does not have all the answer.
Heald also has shared that the Beards, his term for Carnival leadership, will be examining the program. He recently shared a letter to explain everything he knows and what's happening next.
Image source: Carnival Corp.
Carnival is looking at its loyalty program
Heald shared a letter on his popular Facebook page on June 26:
Since last Wednesday I have answered thousands, yes thousands of questions and read and listened to your opinions, thoughts and questions about the Rewards Program.
Most of you have written to me sharing your disappointment and yes, some with your understanding at what we are trying to do. Some have also told me they are excited by what we are doing.
To those of you who have written to me I would like to say that at this moment in time, the only thing I can do is say that I understand your thoughts and I totally respect your opinions. I promise that my colleagues are aware of course because I have been sending them reports daily. Many of you have chastised me for not doing this and that is simply not true.
I admit that I have been struggling to answer everyone in the usual quick-fire way I do, despite answering questions for 8 or 9 hours straight each day,
I am being asked so much if there are any updates? I am being asked about stars, and points and how they are earned? I am being asked about who gets these points and how they are shared? I am being asked about the Milestone rewards that will be carried over and so many other questions.
The answer I am giving is “ I do not know.” And to save you the time of writing and asking I wanted to let you know that this answer will be the one I will continue to give for a while longer.
The Beards are putting all this information together for you and I think it is good to see that so many are asking.
Once this information is ready then Chris and our Communications team will as always make sure that they send the information to everyone.
So many people have continued to book cruises for 2026 and in August we should start to share the brilliant 2027 itineraries.
As has been said, we have a year to go before the Rewards Program starts and between now and then there we will communicate all the news with you.
So thank you for your patience and I know, because hundreds of you have told me, that you are despite your thoughts on all of this, ready to have Fun with our fabulous crew again and they cannot wait to see you and to welcome back their Carnival Cruise Line family.
Heald may not have all the answers, but he remains an ally to Carnival passengers. He serves as their link to upper management and he takes that job very seriously.
In addition, Heald deals with near-endless insults, often over things he has no control over.
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Carnival passengers still seem angry
Over 1,500 people commented on Heald's post. Many were kind to him, but angry about the changes.
“Booked my first Royal cruise for next year. It’s not bye bye permanently,I just am now open to trying all lines,” Helena Hall wrote.
Rene Chapman was more harsh.
“Carnival said ‘you get what you get and you’ll be happy about it,'” she wrote.
Not everyone was kind to Heald.
“I dont like that you keep saying a year, as if hoping we will forget. Almost makes me think the Beards want us to forget about it completely, posted Baxter DeBerry.
Beth Sanders Young wants to believe the company will do the right thing in the end.
“I think many of us are holding our breath hoping that the beards have realized how a big chunk of the loyal customer base feels about this and they are busy revamping it so that it remains a ‘loyalty' program with an added rewards program for those who can spend the big bucks (or at the very least grandfathering us in). Most of us are grateful for you and what you do everyday, even when the going gets tough,” she wrote.
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