Carnival Engineer Shows Ultimate Dedication to Guest Experience
Every guest knows that cruise ship crew members will often go out of their way to do that something extra to make a vacation special. The crew members who frequently get recognized for this are bartenders, cabin attendants, wait staff, youth services members, and of course, cruise directors.
It is important to understand, however, that the essence of “Carnival family” extends to every single crew member onboard, no matter what their rank or position, and they are all willing to help out when need be.
One exemplary example happened to a recent cruiser on Carnival Breeze. Their situation was so unique and heartwarming, they reached out to Carnival Cruise Line’s Brand Ambassador, John Heald, to be sure the crew member was recognized.
“We’re waiting to debark Breeze in Galveston after a wonderful short cruise,” the guest began. “I have a huge praise for one of your wonderful engineers. I walk with a rollator/wheeled walker. A wheel was coming off and I was trying to fix it myself and failing. This young engineer walked by and came to my aid.”
A wheeled walker is a helpful aid for those who may have mobility challenges. Debarkation can be especially challenging with long, weaving lines, crowded elevators, and lengthy waits to get off the ship.
Depending on the walker design, it may include a seat that can alleviate a guest’s difficulties without losing their place or requiring them to wait somewhere else until they can be accommodated.
“He opened his tool bag and completely fixed my bad wheel and even made sure it would not come loose again,” the guest described. “All with a smile and a refusal of a tip of thanks. He exemplified all we love about CCL. I just wanted him recognized.”
The guest kindly included a photo of the young engineer – Jemuel – at work as he focused on repairing the wheel so it would be safe and sturdy. This allows Heald to ensure the proper crew member gets the recognition he deserves.
Heald regularly passes along compliments about various crew members to the appropriate supervisors, managers, and department heads so praise is offered where it has been earned.
“We were talking earlier today about making sure praise and recognition is given to the crew and here’s another shining example … this is my favorite part of my job,” he said. “Being able to highlight to the ship those crewmembers that exceed expectations really makes me continuingly proud.”
Not the Only Example of Carnival’s Fantastic Crew
Other Carnival guests happily chimed in on this story to share their own experiences with behind-the-scenes crew members doing extraordinary things for travelers.
One guest recalled an upholsterer who fixed a tear in their luggage, damage that had happened between the airport and the cruise port and was therefore not related in any way to the cruise line.
Another remembered a cruise years ago when their mother lost a stone from a ring and a plumber was able to arrive very quickly to retrieve the missing gem.
Read Also: Carnival Cruise Director Schedule for 2025-2026
Fixing children’s sandals, being a shoulder to cry on after receiving bad news, and other stories of fixing wheelchairs and scooters were all shared with praise and thanks.
One guest summed it up very well with a sentiment many travelers can agree with.
“These are the unsung heroes on a cruise,” they said.
To best recognize these and other crew members who go out of their way with excellent service, caring, and compassion, guests should note the crew members’ names and mention them as part of their post-cruise email survey.
Not all travelers are invited to submit a survey, and contacting John Heald is another way to ensure such great crew members get the recognition they deserve.
“I will always make sure that comments made here to me are shared with the right people,” Heald confirmed. “It really does make a big difference to their careers and makes them feel so very proud.”
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Carnival Engineer Shows Ultimate Dedication to Guest Experience