Despite missteps, Carnival’s PR was proactive during Triumph crisis

The company offered constant updates on Facebook about the ‘vacation from hell,’ but one tone-deaf tweet irked a number of people. 

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One passenger told Fox News the smell from the human waste “literally chokes you and hurts your eyes.” She added: “There’s poop and urine all along the floor. The floor is flooded with sewer water … and we had to poop in bags.”

That’s not the kind of customer testimonial that sells cruise tickets—though it probably shortened the lines for the buffet.

Triumph, which is operated by Carnival Cruise Lines, left port in Galveston, Texas, on Thursday. It was supposed to be a four-day cruise to Cozumel, Mexico, but an engine fire on Sunday crippled the boat, leading to a five-day “sewage-soaked” ordeal for the 4,200 people aboard, according to The New York Times.

To its credit, Carnival Cruise Lines has been in front of this crisis, although it still had its missteps on social media.

Chicago-based PR executive Gini Dietrich said she’s been watching the situation closely. “It’s much better than last time,” she told PR Daily. “Although it’s kind of crazy I have to say ‘last time.'”

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