Carnival Cruise Line is speaking out amid the fallout from the announcement about its new loyalty program, Carnival Rewards, set to launch in June 2026.
The cruise line introduced the new program a year in advance of its rollout in order to offer ample time for passengers to digest the details of the new program, as well as to gather feedback about the changes.
Related: Carnival Cruise Line promises to listen about loyalty changes
Carnival clearly didn’t need a year to gather opinions on Carnival Rewards, however — the June 18 announcement about the program opened the feedback floodgates.
A radical departure from the traditional cruise loyalty program, in which passengers earn higher status based on the number of nights spent at sea, the new Carnival Rewards program is centered around spending.
To many loyal Carnival cruisers, a spending-based cruise loyalty program doesn’t sound like much of a loyalty program at all. The initial details shared about Carnival Rewards left many passengers feeling like the cruise line was choosing profits over passengers with its new approach to cruise loyalty.
But maybe a botched announcement about the new loyalty program is the reason for that.
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Following the loyalty program announcement, Carnival Brand Ambassador John Heald received thousands of Facebook messages about the changes.
Image source: John Heald/Facebook
Carnival responds to passenger outrage about loyalty program changes
In response to the controversy surrounding the new loyalty program, Carnival issued a detailed letter to passengers, which Carnival Cruise Line Brand Ambassador John Heald shared on his popular Facebook page on June 23.
In the letter, Carnival executives assured passengers that they received their feedback, much of which was shared in comments posted on Heald’s Facebook page, where he addresses hundreds of passenger questions daily.
“Please know we are reading your comments and taking in your feedback. To be clear, no changes will be implemented until June 1, 2026, nearly 12 months from now. We will be answering all your questions well in advance of the program launch,” the letter explained.
Related: Carnival Cruise Line rep threatened over loyalty program changes
The cruise line also reaffirmed its commitment to a fun vacation experience for all.
“We are committed to making sure each and every guest – no matter their status – feels welcome and has a fun and memorable vacation. Our terrific onboard team has kept you coming back again and again, and that won’t change,” the letter promised.
Additionally, the letter emphasized some key points about Carnival Rewards that passengers should keep in mind as dialogue about the program continues in the coming months.
Carnival promises loyalty will be rewarded with better benefits
“Please remember these key points:
Our VIFP Club members automatically retain their current loyalty level for the next three years, until June 2028 – Diamond members for the next seven years, until June 2032. This means that with the combination of status privileges and rewards, everyone will receive greater benefits than what members are eligible for today. And all members have the ability to reach a higher status for their cruising activity through May 2026.We will continue to track the total number of cruise days people have earned in the new program, and members will receive recognition for achieving important milestones. The new Carnival Rewards program is designed to give people more flexibility for redeeming loyalty benefits, allowing guests to choose the specific benefits they want to redeem at the time that works for them. Benefits can be redeemed pre-cruise, onboard, or both. Today’s program structure does not allow this.The new co-branded Carnival Rewards Mastercard is not required to achieve status. It is simply an option for those guests who want additional opportunities to earn status and points that can be used to purchase a cruise and offset onboard spend. Remember, with the new co-branded card, you can earn points and status through everyday spending.We believe these changes will allow us to reduce the growth challenges of the current program, which today often result in us being unable to fulfill the current benefits on sailings with large numbers of VIFP Club top tier guests.”
Related: Royal Caribbean cruisers react to Carnival cruise loyalty shakeup
Overall, the message is that the new Carnival Rewards program is designed to offer more opportunities and better benefits for loyal passengers.
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