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Tweets and Facebook don't count. He needs to become visible, get in front of a camera, do an interview, do the news shows and explain what went wrong and what they are doing for the people involved.
He's hiding behind the keyboard and a PR firm, not a single Carnival or Costa person has stepped up to take charge of the situation. Indeed, many in the media are asking exactly where Mr Arison has been these past eleven or so days. Wall Street Journal Carnival CEO Lies Low After Wreck Where is Micky Arison? The chief executive, chairman and part owner of Carnival Corp. has largely kept himself and Carnival out of the spotlight since one of the company's ships struck rocks off the Italian coast Jan. 13. Forbes Strategist John Tschohl, author of “Achieving Excellence Through Customer Service,” called out Arison, Carnival’s chief executive, chairman and part owner of Carnival. “Five tweets from CEO Micky Arison, who has yet to appear at the wreck site,” Tschohl wrote in an email message. “This is downright insulting.” Miami Herald The approach follows Carnival’s strategy of treating its cruise lines as independent businesses. And it may have the added benefit of distancing Carnival Corp.’s No. 1 brand, Carnival Cruise Lines, from the Costa crisis. But critics see Arison as dodging the spotlight over a deadly accident rattling the entire cruising industry. “Micky Arison should come out, and take ownership, and get in front of the story,’’ said Julie Silver Talenfeld, president of Boardroom Communications, a public relations firm in Plantation. Pretty sure this carnival update sums up their intent of releasing any information Hi, everyone. Out of respect for all those affected by the recent events surrounding our sister line, Costa cruises, we are going to take a bit of a break from posting on our social channels Everybody in the bomb shelter, close the doors, the pesky media is back out there. Also not sure where the many tweets from him are coming from, since the incident he has tweeted Well it's Friday the 13th-our lucky day. (he probably should have deleted that one) Tonight our thoughts and prayers are with the passengers and crew of the CostaConcordia. Since Friday night, I’ve been focused on the response to this tragedy. I want to thank you all for your support this week. I am deeply saddened by reports of more deaths following the grounding of #Concordia. (Cont)My condolence statement is attached I won’t be as active on Twitter for the next while. Helping our @costacruises team manage this crisis is my priority right now. Thnx I gave my personal assurance that we will take care of each &every one of our guests, crew and their families c link We just announced a comprehensive Audit &Review of Safety & Emergency Response Across All our Cruise Lines-link That's six tweets in eleven days saying pretty much nothing. |
Originally Posted by Globaliser
(Post 17875899)
This story is being widely reported. But some reports include a statement from Costa which is rather more believable: the full refund plus 30% discount on a future cruise is being offered to those who were booked on subsequent Concordia cruises which have now been cancelled as a result of the accident, and not to those who were on the accident cruise itself. That is broadly in line with common industry practice when a cruise has had to be cancelled.
Time will tell whether there has been straight misreporting, or whether Costa's clarifying statement is not true, or whether Costa staff have been mistakenly offering this to people who were on the accident cruise.
Originally Posted by Out of my Element
(Post 17876258)
Admittedly I've done no research on this, but I'd bet my hat the folks on the ill fated cruise get a full refund and at least 30% discounts in the future, as will everyone else who had a cruise scheduled and canceled due to the sinking. This is not to try to stave off lawsuits, this is common practice when something goes wrong on a cruise which then affects future voyages.
But it's a good headline when the media can suggest they are trying to do this to wipe the slate clean. I'm sure the ticket terms and conditions limit the carrier's liability.. perhaps thats why the stock shot up a bit.. but still, if the stock is higher than prior to the accident (I don't know as I haven't checked), then that would be an anomaly. |
Originally Posted by Ancien Maestro
(Post 17881819)
I'm sure the ticket terms and conditions limit the carrier's liability.. perhaps thats why the stock shot up a bit.. but still, if the stock is higher than prior to the accident (I don't know as I haven't checked), then that would be an anomaly. |
Originally Posted by Ancien Maestro
(Post 17881819)
With the customer service treatment happening, the discount offered is moot to the victims.
Tuesday, January 24th 2012 Time 3.00 pm (CET) With reference to news reports on discounts and promotional offers, Costa Cruises feels bound to point out that the company has never offered any discount on future cruises to guests who were on board the Costa Concordia for the cruise of January 13th and involved in the tragic accident. The information published by a newspaper and reported in various news outlets is totally unfounded, as is confirmed by the English passenger who was quoted by the newspaper. Costa Cruises reiterates that after the tragic accident the company’s priority has always been to provide the maximum possible assistance and solace to the people involved. From the outset the company has been fully aware of and saddened by the suffering and hardship endured by guests and crew members and has acted with this firmly borne in mind. On a joint basis with rescue teams, the Company worked to provide evacuated passengers and crew members with all the necessary assistance to ensure they were able to return home. Subsequently it contacted guests by telephone, after they had returned home, to check on their physical and emotional wellbeing, and to confirm that they will receive a refund for the cruise and all material expenses relating to it. As already announced, the company welcomes discussion with its guests and all consumer protection associations to determine indemnity for the hardship endured, with the support of tourism sector trade associations with which it has been in contact for days. Driven by its sense of ethics and the values of fairness and responsibility which guide it, the Company has also given all customers with bookings for future Costa cruises the possibility, if feeling afraid, to cancel their cruise booking by giving notice no later than February 7th. All travel agents who work with the Company were informed of this days ago. Costa Cruises would also like to clarify that starting on the day after the accident, all advertising initiatives planned were cancelled out of respect for those affected by this tragedy. The Company was unable to stop only one postal promotion which had already been sent to some customers at the end of December. Costa Cruises is incredulous at the disgraceful and unfounded assertions made about the Company without any form of verification. |
Originally Posted by DanJ
(Post 17881878)
They lost something like 17% on the Monday with only the London market open. They are a couple bucks lower right now than they were on the 13th, but have rebounded a bit since the initial drop. I read on cruise critic that cruise bookings in general are up 3% in the last week, but not sure compared to what.
No idea what it did on the UK market, since it's also listed there. |
Originally Posted by piper28
(Post 17885664)
No idea what it did on the UK market, since it's also listed there.
Link: http://www.google.com/finance?q=LON%3ACCL&hl=en |
Originally Posted by DanJ
(Post 17881878)
They lost something like 17% on the Monday with only the London market open. They are a couple bucks lower right now than they were on the 13th, but have rebounded a bit since the initial drop. I read on cruise critic that cruise bookings in general are up 3% in the last week, but not sure compared to what.
Costa is putting a spin on things.. sounds like they are questioning the victims.. even if they didn't offer the 30% off to victims, Costa shouldn't be confirming anything right now.. |
A large number of people in the United States just received special offers in their American Express statements for discounted cruises from February to October on the Concordia.
It is viral on the web at the moment. Unbelievable. Oh also in the Washington Post: http://www.washingtonpost.com/blogs/...tJQQ_blog.html Anyone still taking bets on which day next week the CEO resigns for "personal reasons"? |
Update in the WSJ
The Wall Street Journal is reporting that the Captain kept the company informed as the disaster was unfolding:
Here's the link to the paywalled-article: Wall Street Journal: Italian Cruise Ship Operator Knew of Crisis Chief Executive Testifies That Company Was Aware of Damage Within Minutes JANUARY 26, 2012 The article opens with this line: ROME—Costa Crociere, operator of the shipwrecked Costa Concordia, learned the vessel was flooding from a collision off the coast of Tuscany within minutes of the accident and more than an hour before passengers were instructed to evacuate the ship, according to testimony the company delivered to the Italian Senate on Wednesday. |
Originally Posted by RatherBeOnATrain
(Post 17890033)
Here's the link to the paywalled-article:
Wall Street Journal: Italian Cruise Ship Operator Knew of Crisis Chief Executive Testifies That Company Was Aware of Damage Within Minutes JANUARY 26, 2012 |
Originally Posted by TRAVELSIG
(Post 17889614)
A large number of people in the United States just received special offers in their American Express statements for discounted cruises from February to October on the Concordia.
It is viral on the web at the moment. Unbelievable. Oh also in the Washington Post: http://www.washingtonpost.com/blogs/...tJQQ_blog.html Anyone still taking bets on which day next week the CEO resigns for "personal reasons"? This has got to be the biggest marketing blunder this year.. |
Originally Posted by Ancien Maestro
(Post 17894923)
This has got to be the biggest marketing blunder this year..
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Originally Posted by Globaliser
(Post 17896049)
I think Costa has said that this is something that was already being processed, and they couldn't stop it.
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Originally Posted by TRAVELSIG
(Post 17896056)
Yet another excuse.
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Originally Posted by Globaliser
(Post 17896058)
Except that similar things do often happen to other companies after such events.
This entire situation however could have been prevented. Italian media is reporting today that the company is wanting to settle for 11 000 EUR per passenger FYI. http://www.corriere.it/cronache/12_g...60acee8e.shtml |
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