Yahoo is using AI to generate takeaways from this article. This means the info may not always match what's in the article. Reporting mistakes helps us improve the experience.Generate Key TakeawaysCarnival Cruise Line rep scolds cruiser for cruel loyalty response originally appeared on Come Cruise With Me.
There’s no doubt that Carnival Cruise Line’s recently announced loyalty program changes are extremely unpopular with many of the cruise line’s most loyal passengers.
In a move to bring cruise line loyalty programs more in line with spend-based airline rewards programs, Carnival plans to link status to spending with Carnival Rewards, a new program rolling out in June 2026 that will replace the cruise line’s VIFP Club loyalty program.
Related: Carnival Cruise Line shares update on loyalty program
Along with rewarding passengers more for higher spending than for the time they spend sailing with the cruise line, Carnival Rewards will eliminate lifetime loyalty status for Carnival cruisers.
AdvertisementAdvertisement#«R26ekkr8lb2m7nfblbH1» iframe AdvertisementAdvertisement#«R46ekkr8lb2m7nfblbH1» iframeFor many passengers who have spent years cruising their way to high status in the VIFP Club, the new program sounds like Carnival no longer values their loyalty much at all.
Passengers certainly have a right to be angry with the cruise line, but there are right ways and wrong ways to go about expressing frustration over the loyalty program changes.
In the comments on a June 26 Facebook post where he provided an update on the loyalty program fallout, Carnival Cruise Line Brand Ambassador John Heald called out a passenger who boasted about expressing his anger in one completely unfair and inappropriate way.
This passenger wrote to Heald to share a cruel tactic that he intended to use during his cruise to send a message about his dissatisfaction with the loyalty program changes.
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On his Facebook page, John Heald has been collecting tons of feedback on the new loyalty program and passing it on to decision-making Carnival executives. Image source: John Heald/FacebookCarnival cruiser brags about withholding gratuities over loyalty program changes
“I’ve already made my shirt for my non-refundable cruise that I’m forced to go on with the saying 'no loyalty, no gratuity' that I’ll be wearing on the last day to explain to your staff why people are pulling their tips. And it’s your bosses' fault, not paying customers that you try to guilt trip, gaslight, and block here on social media,” Trey Rios commented on Heald's post.
AdvertisementAdvertisement#«R2fekkr8lb2m7nfblbH1» iframe AdvertisementAdvertisement#«R4fekkr8lb2m7nfblbH1» iframeIn his signature respectful yet honest way, Heald reprimanded the passenger for misdirecting his anger about the loyalty program changes.
Related: Carnival Cruise Line promises loyalty will be better rewarded
“Can I respectfully ask what the crew have done to deserve this,” Heald replied. “What has the person who would’ve cleaned your cabin and what will the people who have served you food and both doing so with such a smile on their face, what have they done to deserve you removing their gratuities. Respectfully, please let me know, cheers.”
The brand ambassador and any person thinking rationally should understand that removing gratuities is a completely inappropriate and unhelpful response to the loyalty program changes.
AdvertisementAdvertisement#«R2kekkr8lb2m7nfblbH1» iframe AdvertisementAdvertisement#«R4kekkr8lb2m7nfblbH1» iframe“You can be mad at me. You can be mad at my colleagues, but this in my humble opinion, is wrong. And it makes me very sad,” Heald added.
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How can Carnival cruisers effectively share loyalty program feedback?
Carnival passenger Kirstin Moore expressed a much more level-headed point of view with which most cruisershopefullywill align as they seek to make their opinions about the new loyalty program heard.
“That is cruel to the crew who are serving you. They had no say so in this. In fact, if it were up to them, they wouldn't change anything. They don't like to see us upset and certainly don't want to see us leaving. Please do let John know your thoughts, mention it in your survey, post as much as you see fit on [Facebook], but don't take it out on the crew who are serving you,” she wrote.
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AdvertisementAdvertisement#«R2tekkr8lb2m7nfblbH1» iframe AdvertisementAdvertisement#«R4tekkr8lb2m7nfblbH1» iframeRemoving gratuities as a way to send a message to the cruise line won’t accomplish anything but harming innocent crew members. These diligent shipboard staff members have nothing to do with the loyalty program besides being the reason why so many people have enjoyed their cruises and stayed loyal to Carnival for so many years.
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This story was originally reported by Come Cruise With Me on Jun 29, 2025, where it first appeared.
