Crisis Management for Cruise Lines

Erik Bernstein crisis communications, crisis management, crisis preparation, Crisis Prevention, crisis public relations, Crisis Response, public relations, reputation management Leave a Comment

Ignoring a growing need for crisis management is bad for business

The cruise line industry is notorious for its pricing.  Every cruise is promoted as being a deal. 2-for-1 offers. 60 percent off. An 82 percent savings. But a savings of what and two for what? Everybody loves a bargain, especially a 2-for-1 sale in this economy. But sometimes with a 2-for-1 offer the buyer does not get 2-for-1.

Cruise lines have misled consumers for years with regard to pricing. In the more than 200 articles he has written, Thomas A. Dickerson, a justice of the Supreme Court of the State of New York, cites scores of lawsuits against cruise lines involving false, misleading and deceptive advertising.  The industry is a crisis in waiting if consumer advocates, the Federal Trade Commission, the Department of Justice and some state attorneys general decide to investigate pricing practices.

This quote, from a HuffPost commentary by our colleague Rene A. Henry, throws the spotlight on a massive potential crisis that has been looming over the cruise industry for years. While the details surrounding “deals” in many industries are somewhat murky, few have driven a Supreme Court justice to create, as the quote states, HUNDREDS of articles slamming their deceptive practices.

Even in the face of such damaging criticism, cruise lines execs appear to have their anchors set and remain unwilling to alter their questionable practices. Money talks more loudly than even a Supreme Court justice, though, and when someone does succeed in a precedent-setting pricing lawsuit against one cruise line, you can bet the rest will be scrambling to prepare a crisis management strategy of their own.

The BCM Blogging Team

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