My only idea was to have a manned twenty-four hour phone line available for stateside family members to call and get updates. They should also assist the passengers during their travel home, if they had any problems with the travel arrangements made by Carnival. It is always better to deal with a live person, who can show empathy towards the situation. I could only image the response of a passenger, who just went through this ordeal and then experienced flight delays while trying to get home. Once the passengers are home, they still need to have a priority phone line set up. This number should be on all written communications to the affected passengers. The customer service agents manning this phone, need to be seasoned professionals who perform at top levels within the organization. This way, as the passengers call back in with questions on refunds, and booking their next trip, the agent is aware this customer is not just a “typical” refund and re-book customer. That extra help, understanding and patience as choices and decisions are being made will go a long way towards restoring confidence. The firestorm will resume if this group of passengers experience problems with refunds and future travel. …show more content…
Their audience of future travelers will remember hearing about the problems on board the Splendor. If they do not believe the ships are safe, and kept in good condition, they will choose a different cruise line, or type of vacation. The travel and vacation industry reflect big money in our personal spending budgets. “A recent Nielsen Global Confidence Survey found that after providing for savings and living expenses, the number one global spending priority is for vacations” (O’Rourke, 2013,
A. Pause Strategy (CI#1, 2, 3): Carnival Corp has been known for health and safety records, a key component in consumer decision-making in the cruise industry. In order to begin improvements, a pause strategy needs to be utilized to allow the company to take a step back from aggressive growth and focus more towards consumer necessities. Many complaints stem from issues like sanitization of rooms, quality of food, and ship malfunctions. Keying in on ship maintenance, restoration, and efficiency will significantly decrease the chance of malfunctions. While implementing more stringent and attentive guidelines towards guest amenities and conditions of food storage/quality to help increase consumer appeal.
Answer: The threats that exist for the future performance of the cruise –line industry and, specifically, of Carnival Cruise Lines are-
Example of weaknesses that Carnival Corporation & plc has is their safety record. In early 2012, the Costa Concordia struck off the coast of Isola del Giglio, Italy. In 2013, Carnival Cruise Line’s Triumph reported a fire, which left the ship adrift in the Gulf of Mexico (Carnival Corporation & plc SWOT Analysis, 2016). Among the other cruises, Carnival Cruise Lines have notably been the worse. In 2009, the Center for Disease Control tracked all major outbreaks, about 56% on Carnival cruise lines compared to a 48% average market share from 2009-2011. The company is also accounted for worse safety record for persons lost at sea. Since 2000, about 179 disappearances happened with Carnival Cruise Line alone (Levin , B., Jones, J., & Slade, T., 2012).
Carnival is “The World’s Most Popular Cruise Line” with 24 “Fun Ships” operating voyages ranging from three to 16 days in length to the Bahamas, Caribbean, Mexican Riviera, Alaska, Hawaii, Canada, New England, Europe, and Bermuda. Carnival’s success is attributed to its marketing program directed towards
The success and performance of the company is considered high for the cruise industry. Based on their corporate culture, the company has two main targets - to provide excellence and elegance as the value of their service, and to employ these concepts into their marketing communication in order to sell the experience of traveling
As the number of cruise ships continues to increase in the industry, domination by a few companies continues to rise. Carnival Corporation & plc is one of the largest cruise companies in the world has put orders for three new cruise ships to be built in China. This is in order to have cruise ships that are going to different routes at a time, hence serving a more diverse customer base (Vairo, Quagliati, Del Giudice, Barbucci, & Fabiano, 2017). The company has already almost exhausted the older generation of its customers. Carnival Corporation & plc has however found it hard to attract the younger generation.
Carnival is a leader in the cruise industry and it’s highly likely that the consumers would select this company; as it is also a branded company recognizable on the market it allow the process of word of mouth that lessen the power of the consumers from their self.
One of the rapid producing leisure industry divisions, the cruise industry faces several challenges. Whereas supply continues to rise at double-digit levels, demand battles to keep speed. Known the demands on communications and the jeopardy of an eroding on-shore practice, less port are in a location to provide accommodation the cruise lines as supply grows. At the similar time, the community sector's inspection of manufacturing practices associated to the surroundings, duty, safety, protection and work increases. Regardless of these confronts, numerous cruise lines report record levels of productivity. This analysis will calculate the leisure-cruise
The cruise-line industry has changed drastically over the past several years. What was once thought of as a luxury to most people, is now affordable and convenient. The industry now focuses on targeting the working middle class, as well as the upper class. One cruise-line in particular, Carnival, has mastered the informal cruise for the mass market. Carnival offers numerous cruises that are inexpensive and exciting. Nevertheless, Carnival operates internationally with shipyards and ports all over the world. Being an international business, Carnival is affected by many global forces, both controllable and uncontrollable. In order to maintain the corporation’s success, Carnival must be aware of all global forces while
The final uncontrollable force affecting the cruise line industry is competition (Montalvo, 2007). This is probably the least influential force since 91% of the cruise line industry is made up of three companies-Carnival, Royal Caribbean, and Star. These three organizations are world-famous and have developed the cruise concept to the point that there is a cruise that will fit just about every person’s destination dream and budget reality.
The global cruise industry continues to be the fastest growing travel sector in the world with strong consumer attention and substantial cruise line investment in a diversity of mind-blowing ships that travel to the most exotic locations in the world and offer exceptional vacation experiences.
The luxury and destinations segments are similar in that both of them target the upper class or those with healthy disposable incomes including retirees that are at a stage in their lifecycle allowing them to take longer, exclusive cruises often. People on these cruises demand the finest quality in all respects. A formal atmosphere with refined white glove service, along with personalized service accounts for value and satisfaction. Psychologically, these users are above all and deserve the best of the best. Therefore, their lifestyles allow them to be regular and heavy users of cruise vacations. Based on their preference, it can be assumed that these segments are hard core or split loyal to the brands they choose because their attitudes are very enthusiastic towards the type of experience they expect and may be hostile towards anything less. The type of ship is small for both segments, representing the small percentage of the market occupied. Therefore, little priority should be placed on targeting these segments. Users that decide to buy this cruise package will be for the sole psychographic reason of social status to
The time when cruises were only for the rich are long gone and nowadays everyone can afford to go on such a trip if they know when and where to look for it. With cruises increasing in popularity in the travel industry, the offers are more varied than never and there are many choices for those who want to get the best deal for a cruise. And if they make use of the following tricks, they can increase their chances of getting a great cruise deal.
The original business plan anticipated that in time upwards of a third of the passengers would be repeat customers while another third would be drawn from other cruise lines and the remainder would be new to cruising. “One woman booked three
The original business plan anticipated that in time upwards of a third of the passengers would be repeat customers while another third would be drawn from other cruise lines and the remainder would be new to cruising. “One woman booked three