Cruise Guest Complains After Protein Shake Taken Away

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Cruise passengers encompass a broad spectrum of people of all shapes, sizes, and health statuses – with some needing more accommodations than others. 

However, when special medical exemptions arenโ€™t requested in advance, cruisers might run into a situation where they canโ€™t have what they need because it violates the cruise lineโ€™s policies. 

A current guest of Carnival Paradise learned this the hard way after she was forbidden from bringing pre-made protein shakes onboard – which she drinks as part of her recovery from a recent bariatric surgery. 

The common weight loss operation – which is known as a vertical sleeve gastrectomy (VSG) – reduces the size of the stomach significantly. In the initial period following the operation, patients typically have to stick to a liquid diet. 

Although this passengerโ€™s predicament could have been avoided by doing extra research prior to embarkation day, she still took to Facebook to complain to Carnivalโ€™s Brand Ambassador John Heald. 

โ€œDoes Carnival not care about the passengers who recently had bariatric surgery. Do you care John Heald. NO you do not,โ€ the angry passenger wrote.

โ€œI supplement my daily protein intake with pre-made bottles of Premier protein shakes. These were taken from me by the rude Carnival employeeโ€ฆWhy am I a criminal and other passengers can bring on whatever they want that is illegal,โ€ continued the complaint. 

The guest even went so far as to insult Heald and imply he would need weight loss surgery himself one day – but the brand ambassador still responded to the unidentified passenger with kindness and compassion. 

โ€œI know the crew are doing their very best for you and I have asked my colleagues there to check in with youโ€ฆLet me say of course I understand that after surgery like this that there will be challenges and so I promise to be here to listen and to help all I can,โ€ said Heald, in part. 

He graciously informed the guest that she would have needed to request a medical exemption in advance from Carnivalโ€™s disability team, as the policy currently states protein shakes can only be brought onboard in sealed cartons or in powder form – not bottles.

Why Research Matters 

Even when sailing with a cruise line one is familiar with, itโ€™s still important to do research prior to embarkation day – especially if something has changed in terms of health or other circumstances. 

The general consensus in the comments of Healdโ€™s Facebook post – which received over 1,000 responses, was that the passenger didnโ€™t do enough research in advance – which was her own fault and not the cruise lineโ€™s.

Carnival Paradise Docked in Tampa, Florida
Carnival Paradise Docked in Tampa, Florida (Photo Credit: fitzcrittle)

โ€œIt sounds like you were the problem and not Carnival. You didnโ€™t research what you were supposed to do,โ€ wrote one Facebook user, who also happened to be a Bariatric patient.

โ€œPeople amaze me with the blame culture. Just because you didnโ€™t plan correctly? Give me a break. The rules clearly state what is allowed. So next time get a medical exemption letter,โ€ added someone else.

Read Also: What to Expect When You Go on a Carnival Cruise

The crew onboard Carnivalโ€™s ships are also more than willing to assist guests with their unique situations – and frequently adapt to accommodate all kinds of dietary needs and allergies. 

Depending on where this guest is in her recovery, there may be other dining options on board that would also work for her dietary restrictions. All she would need to do to find out is ask nicely. 

If guests do have a medical emergency while at sea, whether they are suffering from a new ailment or post surgery complications, all Carnival ships have a clinic onboard that functions like an urgent care on land.

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Catie Kovelman
Catie Kovelman
Catie is an award-winning journalist and researcher. By day, she helps market new movies and TV shows as a senior research manager. But by night, she loves writing cruise news. In addition to Cruise Hive, Catie has contributed to a variety of newspapers, magazines, and other online publications, such as The Plaid Horse, Unwritten, YourTango, Fangirl Nation Magazine, Chapman Magazine, the Orange County Register, and Voice of OC.

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