Key Aspects:
- Carnival Sunrise missed Celebration Key due to high winds, and one guest is complaining that no compensation is offered.
- All cruise lines will always prioritize the safety of the ship, guests, and crew even if it means missing a port visit.
- The guest also complained that there was “nothing” for their children to do onboard, but how true is that?
It’s naturally disappointing when a cruise ship must skip a port, and it can be confusing when it seems as though the day may have been perfect, weather-wise. But perfect weather to a guest can be very different than perfect weather for a ship to safely visit a destination.
One recent Carnival cruise guest has learned that lesson the hard way during a recent sailing aboard Carnival Sunrise. The 102,300-gross-ton ship is homeported from Miami and visits Celebration Key on nearly every sailing.
On this particular guest’s sailing, it was not possible for the ship to call at the new private destination, and they were NOT happy about the decision.
To voice their complaint, they reached out to John Heald, Carnival Cruise Line’s brand ambassador. Heald responds to hundreds of guest concerns every week.
“We are on Sunrise we had our visit to Celebration Keys abandoned. It was the port we were most looking forward to. We wanted our children to swim in the lagoon and see the parade,” the guest explained.
While they did not specify the exact sailing date of their cruise, it may have been the ship’s Thanksgiving week voyage that departed on Monday, November 24. Celebration Key was to have been the last port visit of the 6-night itinerary, with the visit planned for Saturday, November 29 from 10 a.m. to 6 p.m.
Read Also: What to Do Onboard a Cruise Ship in Bad Weather
Heald quickly acknowledged the guests’ disappointment. The new port has proven very popular with guests, and Carnival does want to be able to offer the experience to everyone.
“I am so sorry for the cancelation of Celebration Key, we would have loved for you to have enjoyed this fabulous destination with your lovely family,” he said. “I know how much your children would have enjoyed the lagoon and the Junkanoo parade, so I am again very sorry they were unable to do so.”
How Bad Was the Weather, Really?
The guest goes on to claim that Carnival’s justification for the port cancellation was just a deception.
“The weather was not bad. It was just a ploy for the cruise line to open the casino and bars. Our kids are devastated. There was nothing for 12 and 15 year old kids to do on the boat,” they complained.
Heald responded to that accusation as well, noting the exact weather conditions when Carnival Sunrise would have been docked.
“With respect you are wrong to say the weather was ‘not bad.’ The report from the Fleet Operations Center and from the Captain showed there were NE winds of 40 knots [46 miles per hour] and 2-meter swells by the pier,” he explained. “This meant it would have been very unsafe to try and dock the ship.”
It isn’t just docking that would have been a concern in those weather conditions. It would have been unsafe for guests to use the gangways or walk along the pier with the risk of high waves and gusts.
“Our Captains do their very best to try and dock the ship but they will never put the safety of the ship and those on board in jeopardy,” Heald reiterated.
It is natural for onboard casinos and bars to reopen when a ship skips a port. Furthermore, the Fun Squad would have added extra games, dance lessons, and other activities to the daily schedule.
This belies the idea that “there was nothing” for children to do onboard. Trivia contests, the ship’s Warehouse Arcade on Deck 5, the SportSquare, Seaside Theater movies, pools, waterslides, and other options would all have been available.
No Compensation Despite Demands
Naturally, the guest is not satisfied that the ship took steps to keep everyone safe. Instead, they are frustrated that no financial compensation was offered for the missed port.
“We asked for one day refund of the cruise or some money to spend on board. Nothing has been done. Nothing has been given. Why!!!!!!” they said.
Heald has been clear that it is not the cruise line’s policy to offer compensation simply for missing a port visit due to weather, as that is obviously outside Carnival’s control.
In fact, it is part of Carnival’s Ticket Contract that itinerary changes do not warrant compensation.
Section 8(d) clearly states: “Carnival may change the duration and/or itinerary of the cruise at any time. … to omit or change any or all port calls … Carnival shall have no liability for any compensation or other damages in such circumstances for any change in itinerary [or] ports of call.”
While Carnival Cruise Line may offer some compensation in cases of extreme itinerary changes, such as all ports being cancelled without alternatives, they are not obligated to do so. Guests should never expect, much less demand, such an offer.
