Could Carnival Lure You Back Onboard With a 110% Money-Back Guarantee?

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Costa Concordia lying on its side next to Giglio Island, Tuscan Archipelago, Italy - PREPARATIONS FOR ITS REMOVAL
AlamyThe Carnival Cruise ship Costa Concordia lying on its side next to Giglio Island, Tuscan Archipelago, Italy, prior to its being righted Tuesday.
It took 19 hours, but salvage crews finally turned Carnival's (CCL) Costa Concordia upright on Tuesday. It's going to take quite a bit longer than that to turn Carnival itself around.

Last week, Carnival rolled out the Great Vacation Guarantee, offering travelers a 110 percent refund and free transportation home if they are not satisfied within the first 24 hours of a cruise. Naturally the unhappy passengers will have to wait until the next port of call to leave the vessel. And Carnival will also offer those customers a $100 credit for a future sailing if they ever want to give the company a second chance.

Yes, it's that bad apparently.

Not So Bon Voyage

The world's largest cruise ship operator just hasn't been able to raise steam since a few unfortunate incidents at sea over the past two years have tarnished its reputation.

The Concordia accident was the worst, of course. That disaster killed 32 people last January when the ship ran aground along the Tuscan coastline. Closer to the cruise line's Florida home, an engine fire earlier this year stalled Carnival's Triumph at sea for days.

Remember late-night shows poking fun at the ship that was rendered partially powerless with backed up toilets and stories of passengers scrambling for cold food? That was Triumph. A month later, Carnival's Dream turned into a nightmare when its backup emergency diesel generator acted up. There were some brief interruptions to power to elevators and restrooms. At least that boat was already docked in St. Maarten on the final leg of a week-long cruise. Carnival decided to fly passengers home from there instead of chancing another Triumph-style defeat.

Smaller incidents have also hit other sailings, but those are the ones that stand out vividly in the minds of potential passengers. These are the events that travelers consider when they weigh the decision to take a road trip, fly off to a single destination, or hit the open seas.

Carnival has a lot of sprucing up to do with its brand, hence the extreme guarantee.

Not-So-Sure Excursion

A cruise vacation should be an easy sell. The ability to pack once and explore several exotic destinations is unmatched by other travel methods. The abundance of dining and entertainment options when a ship's at sea put air, rail, and car travel to shame.

Pack some Dramamine or Sea-Bands for the landlubbers and you're all set.

However, Carnival's miscues are making too many potential passengers rethink the advantages of boarding a ship. It's not just about the ill-fated trips. Booking a cruise also leaves you at the mercy of last-minute cancellations when things go wrong on a prior sailing.

Triumph's failure forced months of weekly bookings to be cancelled. Refunds were offered, of course, but these bumped passengers had to scramble to draw up new getaway plans.

The Great Vacation Guarantee seems to have you covered once you're on the boat, but what if you never get the chance to board in the first place?

Carnival for Carnivores

Will this new desperate guarantee be exploited? Probably. You can already picture some folks booking their trips with every intention of asking to get off the next day after an evening of dining and entertainment. Carnival will have to be lenient here. The last thing it needs is to have folks trying to game the system complain that they weren't allowed to leave the vessel in under the terms of the guarantee.

However, the brand does have an image that needs to be restored.

In its latest quarterly conference call, Carnival pointed out that bookings were up at higher price points on its non-Carnival lines, but it was the exact opposite on Carnival ships, and it's not just the Triumph and Dream liners carrying the stigma.

Carnival warned that pricing on its bookings is lower on all of its major itineraries on the Carnival brand for sailings this quarter relative to last year. In a gradually improving economy, one would expect passengers to pay more. They aren't.

Carnival earlier noted that it may take two to three years to truly restore the brand to where it was before. It's done its part, spending hundreds of millions to add amenities and upgrade its fleet to prevent future fires from taking out both engine rooms.

The product has improved, but the consumers' view of it has not. The Great Vacation Guarantee is an extreme offer, but it's what Carnival needs to do in order to prove that it has finally got it right.

Motley Fool contributor Rick Munarriz has no position in any stocks mentioned. The Motley Fool has no position in any of the stocks mentioned. Try any of our newsletter services free for 30 days.


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23 Comments

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exchange2001

Carnival will never honor the "great vacation guarantee" it is the biggest scam going . Touted as the greatest thing to ever hit the cruise industry until you invoke it.

First off I am a Platinum member of Carnivals VIFP club or WAS and have 100 days sailing and 14 cruises. Until 2 days ago I was Hooked on Carnival and actually HAD 2 future cruises booked which are now being cancelled.

We just got back from the worst experience ever on the Carnival Elation for a 5 day cruise leaving 8/17/2015 and return on 8/22?15 . Within minutes of boarding the boat I had an issue requiring me to Go to the guest services desk and deal with the deck officers. I am a Platinum guest and have expedited lines that I can use and took advantage of but this only hastened the impending rudeness of Barbara Plenca the Guest Service manager of the boat.

With 1.5 hours before the sailing of the Elation it was made quite clear to me that this boat was quite different from anything I had experienced before and the level of contempt that this crew has for its passengers knows no bounds. I immediately invoked the " great vacation guarantee" which if taken literally describes no questions asked no refusal for any reason peace of mind ....ABSOLUTE ***..... I was immediately and summarily denied and was told that I did not qualify ..

********************************

Passengers may invoke the guarantee for any reason. If the problem is something guest services can fix, it will offer to do so. But if passengers don't want a fix, don't believe their expectations are being met or just don't think Carnival is the right fit for them, Berra said the line will honor the guarantee, no questions asked, get them home from the first port of call and provide the 110 percent refund. If the return home violates the Jones Act, which prevents cruise passengers from traveling between two U.S. ports without also stopping at a foreign port, Carnival will absorb any penalties that may be incurred******************************

Dont believe any of the above statement from Berra it is HORSE @#$% . Carnival is scamming cruisers , has no intention of ever living up to this guarantee and should be sued over this.

The internet ( Cruise critic) describes how wonderful this guarantee is and that it has only been invoked 45 time over the last 15 years out of the 3 million passengers they have carried. Absolute *** again they only record a token few of the thousands of people that have invoked this worthless guarantee but never tell you how many claims they just deny.

Carnival Elation and Barbara Plenca are a disgrace to the cruising industry and should be removed

Mark Deniger 4R2RC8 M204 case number SISC-SB-08172015-7

Thursday at 3:08 PM Report abuse rate up rate down Reply
Larry

If you want to party and don't care about wasting a week of your life with a cruise gone bad, it's Carnival all the way. Not for me, thanks...ABC - Anyone But Carnival.

September 17 2013 at 11:21 PM Report abuse +1 rate up rate down Reply
northcabin

We have had good cruises on Carnival, Princess, Norweigian, Disney and Royal. ( Plus my free cruise to SE Asia ). Anyway, friends who we cruise with booked a Carnival to Hawaii in 2014. We opted out and are going there via Princess. It may be our last cruise and we don't want to take any chances with problems. Why our last cruise? Can't stand flying anymore. After almost 20 cruises, we are headed for the Gulf Coast for our winter get- a - way. North Cabin

September 17 2013 at 11:20 PM Report abuse rate up rate down Reply
mikeradbks2

Carnival is the Wal-Mart of cruise ships. My wife and I love Princess

September 17 2013 at 10:30 PM Report abuse +2 rate up rate down Reply
1 reply to mikeradbks2's comment
drm8256

We've been on Princess, Holland America, Carnival and Viking River Cruises. I always refer to Carnival as the Greyhound bus version of cruising. For ocean cruising, Princess is probably the best value.

September 17 2013 at 11:05 PM Report abuse rate up rate down Reply
freeetob

How can you \"get away from it all\" on a ship with the population of a small city? I enjoyed cruising when there were smaller ships and better behaved cruising mates.

September 17 2013 at 10:28 PM Report abuse rate up rate down Reply
clafoon

HELL NO! I was on a Norweign Liner in Alaska when a Carnival Cruise line ship crashed into the dock. Our Captain was very PISSED because we had to tender all the passengers into port because a stupid Carnival Cruise Captain could not drive. Of couse this type Carnival problem never gets reported.

September 17 2013 at 10:16 PM Report abuse +1 rate up rate down Reply
betty_brock

NO

September 17 2013 at 8:33 PM Report abuse -1 rate up rate down Reply
jwells1008

Nope, don't trust them. They tried to screw me once when one of their ships caught fire a few weeks before my scheduled cruise. They assured me it would be repaired and ready before my cruise date, it wasn't. They then tried to not give me a refund, wanted to give me credit for a future cruise. Had to go through all kinds of hoops and threats to get my refund.

September 17 2013 at 8:15 PM Report abuse +1 rate up rate down Reply
hbunny998

I have been on 12-15 carnival cruises and everyone have been great...I also have been on Cunard queen Mary 2, NCL, and Celebrity....All great. A cruise is what you make it.... You get what you pay for, a $6000 suite on the queen Mary is a lot different than a $500 room on Carnival. Remember the titanic was the best in the world at the time and it sank...You take a chance at every thing you do every day...

September 17 2013 at 7:29 PM Report abuse +1 rate up rate down Reply
crazy ray

No.

September 17 2013 at 7:09 PM Report abuse +1 rate up rate down Reply