A couple of years ago, I wrote a number of articles asking the rhetorical question why cruise lines have an image problem.
I discussed a number of rather outrageous cases where the cruise lines refuse to refund or credit cruise fares when their customers face a personal catastrophe, like the unexpected death of a loved one, or a customer needing emergency cancer surgery, or a father having to bury his police-officer son who had been shot and killed, or having their home destroyed by a natural disaster, or even when the cruise is to an area affected by a nuclear power plant leaking radiation and subject to a travel warning by the State Department.
There is no shortage of ways that the cruise lines have tarnished their reputations.
Today, a reader of this blog sent me another example of a cruise line clearly doing the wrong thing.
It seems like a young man, identified as Stephen Madden, was booked to take a Carnival cruise with his wife when he received orders from the U.S. Army deploying him back to active military duty. He had the foresight to pay extra for the protection plan (titled "Carnival Fee Waiver Program"). But the insurance company (AON) sent him a letter denying his claim for a refund, saying that military deployment is not a reason stated in the insurance program. You can read about his situation on Facebook.
I have never served in the Army or any other branch of the U.S. military services (although my Dad served in the U.S. Army). But I was taught to give great respect to members of the the U.S. Armed Forces, whether it be as simple as permitting active service men and women preferred boarding when I fly in airports.
I have taken a peek at Mr. Madden’s facebook photos which show him in uniform, (I believe that he is a Sergeant), with the America flag on his shoulder. He is clearly a patriot. I have posted one photo above.
Carnival professes that it takes care of our military, but it has done this several times before.
I would hope that by the time that this article is published, the Carnival claims representative have woken up and will do the right thing by reimbursing this army soldier his cruise fare.
Carnival has enough problems after the Costa Concordia deadly-debacle, or the embarrassing Triumph poop-cruise, or the recent DOJ fines of $40,000,000 for the dumping of oil into the waters around the world for nearly a decade by its subsidiary Princess Cruises. Giving an U.S. army member a hard time like this is unconscionable.
People may say that soldier Madden should have read the legal mumbo-jumbo in the fine print of the insurance policy more carefully. I say rubbish to that. Our servicemen and women deserve special treatment irrespective of the legal gobbledygook that the cruise giants and insurance companies place in front of their customers in order to to fatten their financial bottom lines.
April 26, 2017 Update: Carnival sent the following statement today: "This guest was given a full refund yesterday and it is our practice to refund service members who are called to active duty and need to cancel their cruise."
Photo credit: Stephen Madden