Carnival Cruise Line has been forced to issue a warning to all of its customers travelling with the company after receiving an email from one holidaygoer.
The message was put out to the public via John Heald, who works for the business as the brand ambassador and senior cruise director of Carnival Cruise Line.
Regularly taking to Facebook to chat with the Carnival community, he is somewhat of an open book and will approach matters regardless of how sensitive they might be for the company, putting that customer service experience at the core of his role for Carnival.
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And given that Carnival and its parent company is the largest cruise line in the world, with almost six million passengers every year, you could argue such honest customer service is essential to keeping numbers where they want them to be and in doing so, keeping friendly rivals Royal Caribbean in second place.
In a new social media video posted on Thursday (27 March), Heald revealed what the worst thing about his job was. And this was where the warning to all paying customers came from.
It came after he recalled one message from a Carnival customer who said they had a 'deeply disappointing experience' with the cruise line.
"Is it when people ask you for things or are rude to me? I didn't have to think about it for too long for the answer is very simple," Heald said.
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"The worst part about my job is when there's absolutely nothing I can do to help."
It brought Heald on to the topic of one email he received from a woman who had booked to holiday with Carnival.
"I feel compelled to share my deeply disappointed experience with Carnival," the email reads.
"I've been an avid cruiser having enjoyed lots of voyages but I had to cancel due to a health emergency and it made it clear I will not want to cruise again.
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"I was forced to cancel due to a serous health issue and was not allowed a full refund. The cancellation devoured nearly 60 percent of my original payment."
Heald said: "I get these things all the time and there is nothing I can do. My heart breaks when I read these stories due to either illness or a family member. I will simply say this. It hurts me that I can't do anything. It is in the cruise contract, please read it. But most importantly think about this. Insurance isn't necessary until it is. I'd said it before and I'll say it again."
Yep, get that travel insurance booked ladies and gentlemen. And it's not a new phenomenon or warning.
Just look at what Martin Lewis was saying earlier this month with his 'ASAB' warning issued live on ITV1 and ITVX during the The Martin Lewis Money Show Live.
"Travel Insurance is not just to cover you while you're away," Lewis says.
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"It's also very important to cover you in case something happens before you go that stops you going. I have a rule. You should get your travel insurance ASAB. As soon as you book."
Travel insurance is vital in covering you financially should you not be able to go on your booked holiday for a number of matters including personal health issues and bereavement. Some even give you cover for a sick pet or them passing away, so it's worth scoping out what you need cover for personally.
Topics: Carnival Cruise Line, Cruise Ship, Health, Holiday, Travel, Martin Lewis, World News, US News, Facebook, Social Media
Tom Earnshaw