The series of so called Carnival Conversations in the U.S. have been widely reported as a public mea culpa, as executives listened to groups of dissatisfied agents brutally criticize Carnival for past indiscretions. The event here in Toronto on Tuesday night was more like a group hug than a communal spanking.
Carnival's Willy Beumer, Marilisa De Simone, Justin French and Dana Gain
I had arrived at the Delta Meadowvale in Mississauga armed with a recorder and camera – not wanting to miss any of the fireworks. Hosts Willy Beumer, Sales Director for Canada and Justin French, Managing Director of International Sales, walked the group of about 60 agents through some of the recent changes at Carnival. Empowering call centre staff, bringing back the brochure and a travel agent call to action on all consumer ads, as well as a new groups policy and a simplified pricing structure. Each of these announcements elicited a round of warm applause.
Also, we were told, should there ever be another incident, which there won’t be because $300 million has been invested in operational enhancements, or if your client is just not happy with their cruise – they will be refunded 110% of the cruise fare, in addition to being flown back home at no charge. It’s called the Great Vacation Guarantee (Note: your client has to let Carnival know they want off within 24 hr. of departure).
After dinner, the floor was open to questions. Travel agents eagerly took the opportunity to tell Carnival what was on their mind. From across the room I heard: “I’m walking out of here saying to myself this isn’t the same Carnival. I’m impressed.” Next: “I want to congratulate you for your efforts with my client who was having trouble with his visa. You did a great job.” And finally: “The Carnival call centre has the best service of any cruise line I deal with. I really enjoy talking to agents who are so caring and responsive.” They were really letting Carnival have it.
The whole evening looked more like one of the new Carnival commercials for “Moments That Matter” than a clearing of the air. Apparently none of the guests realized that warm and fuzzy don’t sell newspapers.
Ah well, there’s always the iTravel saga.
