Carnival Splendor PR Performance–Sink or Swim?

“They gave us our money back. They gave us free beer. The crew was in good spirits and helped us with whatever we needed,” he said. “They’re giving us a free cruise at a later date. I’m grateful for that. I’m not the kind of person who’s going to go sue, sue, sue. Not me or my wife.”

via Splendor passengers get free cruise, no recourse – todaytravel – TODAYshow.com.

By now if you watch TV or read online or the newspaper, you know that the Carnival Cruise Ship Splendor’s latest voyage was anything but splendid.

Everyone got back alive, and reasonably well. Carnival’s President issued an apology along with a full refund, and a free next cruise. More than they legally had to:

In almost all cruise line brochures, including Carnival’s, there is a disclaimer that also informs customers that “itinerary changes sometimes become necessary for safety, weather or other reasons.”

Yet Carnival President and CEO Gerry Cahill offered an unvarnished apology along with the reparations:

Boy, could Tony Hayward have learned a few things from this guy. Sincerity, authenticity and contrition. This is what good crisis PR looks like.

On this voyage, Carnival Cruise lines swims out of troubled waters with its hull scratched, but still afloat.