Top talker: Christopher Muller on Carnival Cruise Lines

March 19th, 2013

chris-muller-e1320781448723-150x150After a month that has seen four of its cruise ships experience major mechanical troubles, Carnival Cruise Lines is back at sea. The Carnival Legend left Tampa with a new set of passengers. Mounting costs for mechanical repairs was one reason the company’s stock dropped more than 2% this week.

Christopher Muller, a professor and former dean at Boston University’s School of Hospitality Administration, spoke with many media outlets on the difficulties facing the cruise line and its brand, as well as the impact on the cruise industry.

Cruisin’ takes a bruisin’ in eye of PR storm (USA Today): “The (Carnival) brand is in a terrible place … and (cruising) has now become perceived by many people as one of the most stressful vacation choices.”

Carnival lowers financial outlook after Triumph, ‘Fun Ship’ ship issues (Miami Herald): “How long does it take before customers say they’re not doing this anymore? I think you’re going to see it unraveling. This is death by 1,000 cuts. This is something that management can’t just say, ‘It’s OK and it’s rosy and everybody loves our cruise lines.’ ”

Cruise ship trouble (WCVB): “Repeat customers are the ones that really are your problem because once they stop being in the habit of using your cruise line, they won’t come back.”

Problems continue for Carnival Cruise (ABC News “World News with Diane Sawyer”): “To minimize the service, you maximize the revenue and you try to keep them moving as fast as possible back out to sea.”

More problems aboard Carnival Cruise ships (NPR “The Two-Way Blog”): “They are doing something wrong with preventative maintenance. Carnival has so many working ships that to say the fleet is in distress is maybe a little bit broad, but clearly something is not right.”

“Dream” voyage turns to nightmare (CNN): “This is a management problem. They are doing something wrong with preventive maintenance. Carnival has so many working ships that to say the fleet is in distress is maybe a little bit broad, but clearly something is not working right.”

Contact Muller at 617-353-8916 or cmuller@bu.edu.

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