Carnival Brand Ambassador John Heald has one of the hardest jobs in the industry.
He spends his days answering questions from the cruise line's customers, most of whom are polite, even when they're upset about something in their cruise that's gone wrong.
Heald, of course, also deals with the usual scorn heaped upon customer-service people. People can be rude and entitled, and these cruisers take out their anger on him, even as he always puts in his best efforts to solve the problem or at least clearly and gently explain to the aggrieved party what might have happened.
Related: Carnival Cruise shares important port news for all passengers
Some of what he deals with is to be expected in a customer-facing position. Heald, however, takes abuse that goes far beyond customers just being angry.
He regularly takes questions framed around his personal appearance. A middle-aged British man, Heald is often self-deprecating about his looks and he seems well aware that he's not in tip-top physical condition. The brand ambassador shares details on his "knackered" knee and has always appeared very self-aware.
That awareness should not, however, be an invitation for people to be inappropriate with Heald. Still, they sometimes are.
His latest interaction with a passenger showed not just Heald's grace when it comes to shrugging off personal attacks but also his commitment to serving Carnival's passengers.
Image source: Carnival Cruise Line
Carnival is asked a key dining question (in a mean way)
Carnival Cruise has made a conscious effort to improve its food offerings over the past year. That move included hiring the celebrity chef Emeril Lagasse as its chief culinary officer.
While Lagasse may not go to the office every day, his position is not ceremonial. He has helped the cruise line remake its menus with an eye toward meeting the needs of the wide range of people who cruise on its ships.
That is not enough for one angry Carnival passenger who attacked Heald.
"John you are responsible for every aspect of my cruise. You are Carnival's Brand Ambassador and you should be interested in knowing the experiences of cruisers — good and bad. You may not have a single care for your health. I have seen your videos and the size of your substantial stomach," they jabbed.
The point, however, was not to be mean to Heald — that was just gratuitous. Instead, it was a way for the passenger to be sanctimonious while asking a valid question.
"My partner and I only eat white meat grilled chicken, lots of salad with minimal dressing, oatmeal, eggs, nuts, etc. I might have one alcoholic drink on a 7 day cruise and I almost never eat dessert, don't like ice cream, coffee or calorie-laden soft drinks. We are not able to eat healthily on a Carnival cruise. Cruises might not be a time to lose weight, but nor are they a time to lose your health and that’s what is happening to the many of us who do not want fatty foods," they wrote.
Amidst the unnecessary cruelty is a question about Carnival's commitment to healthy options.
Sign up for the Come Cruise With Me newsletter to save money on your next (or your first) cruise.
Heald pushes back on criticism of Carnival food
"Now before I ask the question here please do not worry about me. I really do not find the posts that and refer to my weight hurtful anymore, I really do not. What is hurtful though is the amount of sodding scrolling I have to do to find my birth year for online forms," Heald wrote.
That was an attempt to make clear to the majority of his followers, who adore him, that petty insults won't bother him. After that reassurance, he answered the question.
"Anyway, I disagree. You can eat healthy on board. It’s personal choice. There are lashings of salads, chicken, vegan options, fruit, fish and grits served on every ship," he wrote.
Over 1,700 people responded and the majority showed support for Heald. Many also pushed back on the idea that the cruise line does not carry healthy choices.
"I ate healthy on my cruise just fine. But from the first couple sentences, I can tell, These people are miserable. I’m always so active on my cruise I lose weight better than at home," shared Amber Vegas.
Related: Carnival Cruise Lines makes a surprise private island move
Others made clear that how you eat on a cruise is a personal choice.
"Yes, you can eat healthy. It is a matter of individual choice. Most people forget about diets and stuff while on vacation but others will try to eat healthy throughout their cruise," added Carol Hoefs.
ALSO READ: Top travel agents share how to get the best price on your cruise
In other cases, the comments called out the original questioner.
"Wow, what horrible, mean-spirited people. They sound like a lot of fun to cruise with. They clearly haven’t done much looking around. There are plenty of healthy options on every ship," posted Tammy Scire Lopez.
Are you taking a cruise or thinking about taking one? Visit our Come Cruise With Me website to have all your questions answered.
