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Carnival Cruise Lines criticized for horrific PR following Costa Concordia disaster February 8, 2012

Posted by rmshepard in Uncategorized.
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The grounding of the Costa Concordia was a disaster in itself, but analysts are suggesting that the crisis was made far worse by horrible PR on behalf of Carnival Cruise Lines. According to many reports, Carnival Cruise Lines was offering survivors of the disaster a 30 per cent discount on future cruises, in addition to refunds on travel and medical expenses resulting from the grounding. Survivors have complained that the offer was insensitive. At first, Costa Cruises denied that they made the offer on future cruises, but they have since retracted that statement. Whereas the public’s anger was once centered on Captain Francesco Schettino, who abandoned his ship during a major crisis, that anger has quickly turned on the parent company.

For the dramatic and infamous audio of Captain Schettino being told to return to his ship, see the following video:

Discussion Questions:

1.  How did Captain Schettino hurt the reputation of Carnival Cruise Lines?

2.  Did Costa Cruises fail in its PR response to the crisis? If so, then how?

3.  What should Carnival Cruise Lines do from this point forward to repair its image following the Costa Concordia grounding?

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