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February 16, 2013

’Really primitive stuff’: Safely ashore, cruise passengers tell of hoarding, filth and fright

by mhislop

’Really primitive stuff’: Safely ashore, cruise passengers tell of hoarding, filth and fright

In the book, The Apple Experience we have learned that the experience of buying a product (or service) is nearly as important as the product itself. We have also (briefly) discussed that customers are willing to forgive companies and even stay loyal when the company goes out of their way to quickly, genuinely, and sincerely make up for the customers troubles. 

Carnival however has faced a unique dilemma caused by a disaster relatively out of their hands, a on board fire that left the cruise ship stranded without power in the middle of the gulf sea. As a result, it took nearly six days to tow the ship to Mobile, Alabama. However, conditions on the ship became deplorable over the first 48 hours, with less than 12 working toilets on board (approximately 3000 passengers), long lines for food and rooms that were so sweltering hot that passengers choose to sleep out on the decks. 

Currently, Carnival is giving every passenger $500, full refund on the cruise, and a voucher for a free cruise with Carnival in the future. They did this quickly, and customers report amazing crew during the dreadful ordeal, but is this enough to save Carnival from the negative word of mouth and publicity? 

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