Updates are in the last section of the story.
Hurricane Helene developed quickly into a massive storm and it has done untold damage.
The storm forced all the cruise lines to steer ships away from the storm.
Multiple Carnival Cruise Line ships were affected since the cruise ports in Tampa, Jacksonville and Port Canaveral were all closed. Carnival was forced to keep the ships at sea, and it's uncertain whether sailings set to leave on Friday, Sept. 27, will set sail that day.
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Carnival Brand Ambassador John Heald said that his inbox had been flooded with both grateful and frustrated passengers.
"My review of you John and what Carnival is doing with their hurricane communication for us going or not on Paradise is a big fail. Hang your head in shame. Just cancel the cruise already," wrote Mirabelle.
Carnival has not provided information on the next Paradise cruise because the ship remains stuck at sea. Deandra, a passenger on board the ship, had a very different attitude.
"Hello, John. The captain is keeping us safe. The crew of the Paradise are awesome. We are missing our fur babies but this is not Carnival’s doing. Special shout out to Fernando our waiter who has been the best we have had in all our many cruises," she wrote.
Heald has also received many understanding emails, and some angry ones, about Carnival Elation, which is also stuck at sea.
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"I am amazed there has been no compensation for the extra day of misery we have had to be on the Elation," wrote Curtis.
"It's not the cruise line's fault there is a hurricane yeah, I get that, and do not lecture me John that this is why we should buy insurance blah blah blah. Carnival should try and make it up to us in some fashion, a minimum of $100 onboard credit even if just for us platinum cruisers. Doing nothing shows Carnival to be cheap and that loyalty means nothing."
Platinum is the second-highest tier in Carnival's Very Important Fun Person, or VIFP, loyalty program.
Image source: Shutterstock
Carnival is sharing information as it gets it
Heald may sound like an apologist for his company, but he's telling the truth.
Carnival (and all cruise lines) can't make decisions until they get information from the ports. The cruise lines do not decide whether a port is open or closed. That's a decision left to the Coast Guard.
As of 9:21 a.m. U.S. Eastern, Port Canaveral, which was not in the direct path of the storm, was still closed. That could change at any minute, but Carnival can't make a plan until the status of the port changes.
Heald noted that the messages were "a mixture of understanding, frustration, and praise," which he understood. "These are all normal comments during hurricane season, and I will reply to each of them and listen and help if I can."
He asked his followers to be patient.
"This morning we will wait for information from the Port Authorities in Jacksonville, Port Canaveral, and Tampa," he wrote. "Those ports remain closed and will be assessed once the storm has passed. Then the Beards will make a final decision on what we will do with the ultimate goal to get the ships alongside today and to get the guests safely home and to allow those waiting for their Fun to get on the ship."
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"The Beards" is Heald's playful name for company leadership. The brand ambassador promised that the cruise line would share information as soon as it becomes available.
"A massive thank you then to: Those guests on the ships now waiting to get home. The guests waiting to get on the ships today for their Fun to begin The beards at the Mother Ship who are working so hard to do everything they can And to the crew who are making sure that for those guests on the ships now that the Fun is continuing," he added.
Port Canaveral reopens, more on Carnival's ships
Update: Port Canaveral has reopened. Heald also shared news on Carnival's ships:
Carnival Paradise 09/26/24:
Overnight, Hurricane Helene made landfall in northern Florida and we hope you and your loved ones are safe. We remain in touch with local port officials, as we await word about port status, following the passage of the storm.
We will continue to provide timely updates as more information becomes available and appreciate your patience and understanding. We will be in touch by 1 p.m. today, September 27, with more details about our plans and your options.
Carnival Elation 09/26/24:
Overnight, Hurricane Helene made landfall in northern Florida and we hope you and your loved ones are safe. We remain in touch with local port officials, as we await word about port status, following the passage of the storm. We will continue to provide timely updates as more information becomes available and appreciate your patience and understanding. We will be in touch by 1 p.m. today, September 27, with more details about our plans and your options.
Carnival Glory 09/27/24:
Overnight, Hurricane Helene made landfall in northern Florida and we hope you and your loved ones are safe. We remain in touch with local port officials, as we await word about port status, following the passage of the storm. We will continue to provide timely updates as more information becomes available and appreciate your patience and understanding. We will be in touch by 1 p.m. today, September 27.
A new update on Carnival Glory 9/27 11:58 a.m.
Heald shared the following email that was sent to upcoming Carnival Glory on his Facebook page:
Dear Carnival Glory Guest,
We hope those of you in areas impacted by Hurricane Helene are safe.
Thank you for your patience and understanding, while you waited for updates about our operational plans for your cruise. Good news – our partners in Port Canaveral have cleared the ship to arrive.
Please check the email sent to you now by our Chief Communications Officer Chris and his team. It explains that embarkation will be delayed by THREE HOURS and lists your new arrival time.
Please do not arrive earlier as it will cause extra waiting time and the embarkation staff will ask you to leave and return at your new designated time.
Thank you for your patience, I know this has not been easy so I hope you are ready to relax and allow the crew to bring you a massive dollop of FUN.
Update from John Heald regarding Carnival Elation 1:10 p.m.
Thank you for your patience while you waited for our update regarding your cruise.
Good news, the ship will be docking in Jacksonville this afternoon and we will be operating your cruise as a shortened 3-day voyage with a visit to Freeport. We are now revising embarkation plans and will be back in touch with you by 2:00 p.m. ET with more details and your options.
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