Shortly after the Costa Concordia capsized, the cruise lines’ PR committee assembled to try and figure out a strategy to minimize the disaster’s effect on the cruise industry.
A decision was made for the cruise lines to issue a series of "talking points" to the media. The Cruise Line International Association (CLIA) and the American Society
Seatrade Insider has an interesting article today entitled "Costa Battles Media Onslaught, Concordia Scams."
The article raises the issue whether there is a future for the Costa Crociere brand following the Concordia disaster. The article quotes Costa CEO Pier Luigi Foschi admitting that Costa’s sales across the fleet are 35% below the
A cruise line’s reputation in a time of crisis is often formed not by the circumstances which caused the crisis but by the company’s attitude, appearance, and action afterwords.
I call this the "three A’s" of cruise line crisis management: attitude, appearance & action.
When disaster strikes and passengers are injured or killed during a vacation cruise, the U.S. public
A local news station in Tampa, WTSP 20 News, has a story about an elderly couple’s cruise horror story.
Betty and Ronald Coleman from Port Ritchie Florida were sailing on a Panama Canal cruise aboard the Norwegian Pearl when Mr. Coleman contracted what is described as norovirus. NCL put the Colemans ashore in Cartegena Columbia without contacting the
Over the years I have learned that the single most critical factor that drives clients to our office is not when a cruise passenger has been injured or inconvenienced. Stuff happens, and most people understand that. But when a cruise line treats passengers poorly after injuring or inconveniencing them, that’s when our law firm’s telephone begins to ring.
Over 75% of
Last year I published a series of articles about how cruise lines mishandle customer complaints and ruin their reputations in the process.
Part I of "And the Cruise Industry Wonders Why It Has An Image Problem" series focused on the ways that Carnival and Royal Caribbean managed to botch customer problems and tarnish their images.
Part II took a
A news station in Bradenton Florida is reporting on an interesting story of a Princess Cruises customer, Mr. Welt, who booked a 12-day cruise called the "China and Japan Explorer." The cruise ship was scheduled to sail from Shanghai with three stops in Japan.
But then the earthquake and tsunami hit Japan. Mr. Welt was initially undeterred, but he became greatly concerned
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The cruise industry has an image problem. Royal Caribbean is the main reason.
This year began with Royal Caribbean’s business-as-usual approach to ferrying passengers back and forth to its "private destination" in Labadee (actually sovereign Haitian land leased from Baby Doc Duvalier). While Haitians tried to dig out of the rubble and bury their dead following the devastating earthquake, Royal
My article on Wednesday "And The Cruise Industry Wonders Why It Has An Image Problem . . ." contained the "usual suspects" – Royal Caribbean, Carnival and Carnival subsidiary Princess Cruises – whose shenanigans have been featured in Cruise Law News over the past year.
But right after publishing the article, I read a story in the Miami Herald’s "Action