LIBERTY, CONQUEST AND Я пишу, чтобы извиниться за недоразумение, которое произошло прошлым вечером в Пиано Баре, а именно
September 16, 2008 -
John Heald
Good Morning everyone from Lisbon, Portugal, where we have had our fourth day in a row of uninterrupted sunshine. However, it’s not with Portugal’s capital that we start but with Russia’s capital, Moscow.
From: SPLENDOR PURSERS
Sent: Sunday, September 14, 2008 4:21 PM
To: SPLENDOR CRUISE DIRECTOR; SPLENDOR ASSISTANT CRUISE DIRECTOR
Cc: SPLENDOR PURSERS; SPLENDOR CHIEF PURSER; SPLENDOR HOTEL DIRECTOR
Subject: FELT DISCRIMINATED BY SINGERGood afternoon John,
Please see the following comments and verify with ____ what kind of song he’s singing, because I receive this comment second time already. I thought it’s just a misunderstanding and one-time joke, but looks like we should sort it out.
FELT DISCRIMINATED BY SINGER
Mr and Mrs. ________ came to the purser’s office and advised that last night when they entered one of the bars the performer sang a song because they were Russian guests and started to sing some unfamiliar for them song that all other guests started to laugh and point fingers at them. ______ did not find it funny and, on the contrary rude, and unacceptable and he did not expect such humiliating behavior from either crew or guests. Purser apologized and advised that she would document it and pass to cruise director for review, because there should be some explanation for this song. Mr ________ thanked purser and left. E-mail sent to cruise director advising.
Your kind cooperation is greatly appreciated.
Regards, Evengiya
Well, this was a strange one. What song had one of our bands sang that had upset this guest and his Russian friends so much? So, I asked ………….and when I found out………I was as mad as I have been for a long time………….the song that had been performed …….. was Michael Bolton’s “Georgia.”
Now, while the curly-haired crooner was talking about the great Southern state, the performer’s intention was to do a parody on the song and refer to Georgia as the independent Russian state in the Crocuses. It was the scene of last month’s intense fighting and, some would say, the launch pad for another possible Cold War.
So, it was time to put my diplomatic hat on and sort this problem out. First of all, I had a meeting with the performer(s) who were responsible for this. I obviously have no intention of telling you the name of the person – or persons. But I can tell you that they are a valuable asset to Carnival and provide brilliant entertainment for thousands of our guests. They were also one of the first names on my wish list when we were putting the Carnival Splendor’s entertainment list together. You may recognize them this cruise if you were here because my shoe is hanging out of their bottom. I really was mad.
I explained that while it may have a funny side to people outside of Russia…..to them ……… it was a war……a war in which Russians died…….hundreds of them ……….and regardless of which side was right or wrong……it was a blood curdling, terrifying few weeks in which most of the people who died were civilians.
And to give the performers their due………they saw their transgression immediately and without me having to ask they sent me an immediate apology letter.
Here it is.
TO: John Heald, Cruise Director, Carnival Splendor
FROM: ____________
DATE: September 14, 2008
SUBJ: Letter of ApologyJohn, I am writing to apologize for the severe lack of judgment I exercised last evening. Specifically, I am referring to my singing “Georgia on My Mind” and saying it was for the Russian guests in the room. While at first it seemed an easy way to elicit a laugh from some guests in the room, in reality, it demonstrated a gross disregard for the feelings of our Russian friends. Moreover, it showed a serious lack of appreciation for the seriousness of the political conflict between the Russian and Georgian nations, and a lack of respect for the victims and survivors of the violence that took place in that border region.
I am deeply ashamed. I hope most sincerely that our Russian guests, and all others who may have been offended by my crass and thoughtless joke, understand that I meant no harm or ill will, and will accept this explanation and heartfelt apology.
If there is anything else I can do to make up for this, please let me know.
As you can see, those words were written from the heart and I know that the performer(s) are genuinely upset and full of remorse.
So, the next step was to get the letter translated into Russian. You see, although the person who made the complaint to the purser’s office speaks very little English, they certainly understood the word “Georgia” and so we needed to make amends. For this I solicited the help of our Russian………actually, I should say Ukrainian…. purser …… Evengiya. Here is the translated version.
Я пишу, чтобы извиниться за недоразумение, которое произошло прошлым вечером в Пиано Баре, а именно: я имею в виду мою песню “Georgia On My Mind” и то, что я сказал, что эта песня исполняется специально для русских гостей. Я хотел пошутить и, тем самым, развеселить гостей, а на самом деле это обернулось полным пренебрежением и неуважением к росиянам. Более того, это показало непонимание серьезности политического конфликта между российской и грузинской сторонами, а также недостатком уважения к жертвам и выжившим в конфликте произошедшем в этом регионе. Мне очень стыдно. Я очень надеюсь, что наши русские гости, а также те, кого затронула моя неудачная шутка, поймут, что я не хотел никого обидеть и примут мои искренние извинения.
And so it was with this letter in hand that Evengiya I met with the Russian guests and all I can say is that I hope that Presidents Bush and Putin can resolve their difficulties as quickly as we did. The guests …….although still upset………were perfectly charming and appreciated the letter. They felt discriminated and Mr. ____ put it totally into perspective when he said in Russian “war is never funny.” We shook hands and the diplomatic mission had been a success.
So, good morning once again and today, as I mentioned earlier, we are in Lisbon. My plan had been to get off the vessel, have a walk and enjoy some sardines at one of the waterside cafes…….. But as plans go ………this one was crap.
I haven’t been off the ship since Warnemunde which was ……..actually I have no idea but it was a long time ago. You see, we have this cruise which is an inaugural………..then we have one Grand Med cruise………….and then we have two Greece and Turkey cruises….. followed by the trans-Atlantic crossing.
So, obviously there are schedules to prepare and Capers to design — not just for me but for everyone. Other departments such as F&B schedule meal times, food orders and staff schedules around when I decide to have shows, deck parties and activities, which nights I designate as “elegant nights,” etc.
And these are things that just cannot be done a few days before. Also, the principle fact in all of this is that Heidi leaves at the end of October and I need her help……….without her I am as useful as bar of soap in a Parisian bathroom. …..I have promised Heidi that we will disembark the ship in Cannes…….her favorite port.
However, Jaime and Lauren from our entertainment staff did have some time off and here are a few photos of beautiful Lisbon.
A stone commemorating the centennial of the Port of Lisbon
The good ol’ downtown trolley station!
The main square where the shuttle bus dropped us off
Street vendors selling handmade paintings of the Lisbon skyline
The first ever elevator in Portugal, I believe!
Here are the “Pasteis de Nata” or traditional Portuguese custard cream pastries, aka Heaven in a Tart. Yum!
Random side streets, an old church and a funicular tram.
The most beautiful picture ever!
Here a few letters from today’s In Their Own Words section
Now it’s time to say huge congratulations to Captain Marco Nogara and the crew of the Carnival Liberty. Let’s turn things over to our friend Vance Gulliksen from our illustrious public relations department who wrote this special report.
At a reception Saturday aboard the Carnival Liberty in Miami, Captain Marco Nogara and the vessel’s crew were presented with the U.S. Coast Guard’s Meritorious Public Service Award by Rear Admiral Steve Branham for rescuing 44 Haitian migrants from a boat that was sinking off the coast of Cuba on Aug. 22.
The award recognized the Carnival Liberty’s officers, staff and crew for not only rescuing the migrants but also for their humanitarian efforts in providing food, water and medical care to the individuals, who were adrift at sea for 15 days.
In addition to the search and rescue efforts, the Carnival Liberty conducted an assessment of the Haitian vessel that resulted in the seizure of more than 25 pounds of marijuana which was turned over to law enforcement officials.
I know Captain Nogara very well and I am sure he is being very humble about the whole thing. However, I can also tell you that he has a heart the size of the ship and we are all proud of him and the ship’s team.
OK, it’s 3 pm and instead of planning the future cruises or taking a walk outside, I have to conduct a safety inspection. Last month, I wrote about the health and safety initiative and how men with beards had decided that the Carnival cruise directors should give up time they should be entertaining guests and lead a safety inspection of the ship four times a month.
Now, I understand why. Carnival should be and is committed to providing the safest environment possible for our guests and crew. My point is that I am not the right person for this — and neither are my fellow cruise directors. We can and do play an important part. For example, I am now telling guests to please be careful when walking across the open decks because there may be water from people who have just come out of the pools or Jacuzzis………sorry……..whirlpools………..sorry…………bubble pool thingies.
I also inform the guests to watch their step and hold the handrail when descending the stairs in case there is a sudden movement of the vessel. These and similar announcements are things we cruise directors should be doing…………we really can make a difference.
However, should we be walking around the ship for hours every month leading a team to see if we are operating safe practices?……….Well, probably not but that’s what I am off to do. While I support this initiative 100 percent, I worry about the day when I will be forced to wear a high visibility jacket, safety goggles and kneepads……..just to host the Welcome Aboard Show.
I want to thank you for all the kind words you sent to Anna and Roy. I will print the blog out and give them a copy this evening and I know they will treasure the comments forever. I also want to say thank you to the two bloggers who posted their thanks to the crew of the Carnival Conquest. I have passed this on to them and I know they will be so proud. Yes……..there will be people who will complain and say we could have done more but they are a tiny minority. The overall picture clearly states that as they sailed through the slings and arrows of outrageous fortune, the ship’s company showed just why Carnival is the Most Popular and Compassionate Cruise Line…….in the world.
Carnival Conquest has sailed today with 380 guests who will enjoy shows, activities and events as they return to Houston.
What I can get excited about is a visit to the Carnival Dream. I have been offered this chance next voyage during our overnight stay in Venice. It will be my first chance to see our largest vessel ever and, although I will not be her cruise director, I am just as anxious to see her. I will be announcing the Dream’s cruise director in the near feature. Hopefully someone will take pity on me and let me sail on the inaugural and write about her.
For a long time men and women standing on a box outside a shopping mall have been telling us the end of the world is nigh. However, the planet has managed to survive communism, asteroids, fascism, hemorrhoids, two world wars, the Cuban missile crisis, SARS, global warming, bird flu, mad cow, terrorism, the end of Friends, nuclear war, tsunamis, and hurricanes.
However, it looks like we are about to wiped out by two brothers called Lemman and some old lady called Fannie Mae. I have no idea what a Fannie is. Apparently it’s not a bank or a mortgage lender it’s a ………thingy. Anyway, the bottom line according to people like Alan Greenspam, we must not buy anything and instead hide under our beds until we hear the all-clear signal.
This means companies can’t sell anything, which means they can’t employ anyone, which means everyone will fail to pay their mortgages, which will increase the likelihood of another bank going bust. However, what if we all wake up tomorrow and say “there is no credit crunch” and all go out and book a cruise.
Travel agents will make money. Retailers will make money, as your wife will need 13 new outfits for a three-day cruise. The airlines will make money, the cruise lines will have to buy food and provisions — and you won’t need to sell your house because you will win loads of money at bingo or in the ship’s casino.
See………everyone wins…………Oh by the way, I also have a cure for global warming that is guaranteed to bring the temperature down a few degrees………….tomorrow at 5 pm GMT everyone in the world… leaves there refrigerator door open for 10 minutes
Good Night
Your Friends
John and Heidi
Look, friends — there are a few things you should remember before you comment. The space below is for you to post your comments about the post I've just written above. If it is something that's unrelated, please use the Ask John tab above. Now, while I may not be able to reply to your comment below, I do sit in my underpants almost every morning and read everything that is here. So feel free to comment on the comments and then if someone wants to comment on the comment to the comment then go ahead as well. Please be courteous unless the poster is French...........then you can say whatever you want.
HA! What a cure to global warming…its PERFECT!! I may do more and leave it open for 15 minutes.
John, great to catch up on all the blogs I missed while sailing on the Carnival Sensation….what a great ship and AMAZING crew! My thanks to Carnival for another great couple days and we cannot wait to sail back on the Sensation in April after her upgrade…but 110 DAYS UNTIL TRIUMPH!
I am shocked that the Entertainment staff would play a that song and point out that it was for the Russians. I applaud your quick actions and the apologizes, sometimes we mean to have fun and can insult someone…I am sure there were many lessons learned!
And please….what ever you do, get off the ship soon!! We all need a little break!
Dave from Colorado
John:
The true definition of “character” is not someone who never makes a mistake…..but someone who recognizes when they have made an “oops” and sincerely apologizes for it.
The entertainer (s) showed great character. First by recognizing they had made an error and then by sincerely apologizing for it.
How exciting that Carnival found a way to still provide the wonderful cruises from Texas with minimal any inconvenience (changing airfares or extending travel miles for those who go by car) plus letting the folks from Galveston know that when the time is right….Carnival will be right back there supporting them as they have done for years.
Carnival should be applauded for being the first cruise line back into New Orleans 24/7. Not just during the “easy” part of the cruising season…but all year…no matter what!!! And we know they will also be there for Galveston when the time is right.
As far as the “Lems and Fannies” financial difficulties…all I know is that all 5 of my cruises between now and the Blogger’s Cruise are PAID FOR. woo hoo!!!
We look forward to returning to New Orleans in 23 short days!!!!
Linda (Mom of your friend DJ)
John now I will swear ona Bible that what I am about to tell you is the truth the whole truth so help me God.
I was reading your blog and got as far as you being furious because the entertainers were singing Georgia. We’re on our way back home. We stopped at a little town on the Tennessee/Kentucky line to have some supper.
Anyway we were eating and I was telling Don all about the entertainers singing Georgia. Don was giving me the 2nd degree wanting to know this that and the other about the incident. About that time guess what started playing over the intercom…. You guessed it Georgia on My Mind. I had not heard that song in years. So without meaning to I guess I could say you joined us for supper, in spirit at least.
I applaud the entertainer for making the sincere apology and the Russians for being understanding enough to except it.
As of 2PM CST we no longer have to worry about a mortgage we paid ours off and freed up some monies so they can help someone else buy a home And Linda like you our cruises are paid for. Well all except the Dream but it is half paid for……….
We’re on our way home to sleep in our home that is ALL ours now..whewww what a relief
Countess Carolyn
Hi DJ you did a good job on the race Sunday KB didn’t win……
I LOVE the hot weather, and I say bring on the global warming. I’m doing my part! Now excuse me, I have to go drive my awesome Chevy Tahoe to pick up some logs to throw on the campfire. Global warming? Bring it on!
Jeff
Congratulations Captain Marco Nogara and the crew of the Carnival Liberty. All of us who have cruised with any of the crews on Carnival know that they have hearts as big as their ships. Thanks to all the crews on all the ships for being as kind as you are.
CarolAnn
Michael Bolton?
“Georgia on My Mind” is a song written in 1930 by Stuart Gorrell (lyrics) and Hoagy Carmichael (music). It is the official state song of the U.S. state of Georgia. Gorrell wrote the lyrics for Hoagy’s sister, Georgia Carmichael [1]. However, the lyrics of the song are ambiguous enough to be referring either to the state or to a woman named “Georgia.” Carmichael’s 1965 autobiography, Sometimes I Wonder, records the origin: a friend suggested: “Why don’t you write a song called ‘Georgia?’ Nobody lost much writing about the South.”
The song is perhaps best known as sung by Ray Charles, who recorded the song in 1960 on the album The Genius Hits the Road. It became Georgia’s state song in 1979.
WOW ,
What a story.
Marco Nogara is in my top 10 genral idols(you are as well ) and the reason why is becuase in summer 2007 I sailed on one of her 8 day’s and meet captain nogara, and we spoke as a group(my family, marco, and todd) about my knowlodge and i said every ship for carnival ever built from mardigrase to freedom, including there year built and tons.
He rewarded me whith a gold anchore pin, that as you may know all the senoir officers wear, and i still wear it to this day as I remember how he was such a kind captain that I will never forgete!
John, please get back to me if its possible for you to forward and interview to him/im sure remembers me/it would mean alot to me and my family to hear from him on my blog.’
from, JAKE S ( :
John, I read several reviews over the weekend about the Splendor and one person said that “the cruise director is worn out”. So please John, get off the ship the next time it is in port and have some fun……
Cindy
I sincerely hope that you do recognize the 150 years of service of the Coast Guard officers on board .. they play such an important part in the lives of Americans and seldom get the recognition they deserve…
I too salute the performers for recognizing the error and apologizing and I salute the passenger for accepting the apology graciously.
Tell him to just keep playing “Sweet Home Alabama” and he wont get in any more trouble.
All kidding aside I understand and appreciate the entertainer doing the right thing by writing that letter….we all make those kind of mistakes.
Congrats also to the Liberty Capt. and Crew.
Where was the PRESS when something GREAT happened ???
Mark C.
Just returned from a diverted Carnival Liberty cruise. “Ike” chased us from the Eastern Caribbean to the West. Captain Nogara did what he had to do to ensure the safety of the passengers, crew, and ship. It was interesting to listen to his explanations and logic. One thing we noticed is that the crew was always cleaning the ship! It was virtually spotless! The entertainment was superb — better than most shows in Las Vegas! Choreography and timing was spot-on! It was an absolute pleasure to be on this ship. We raised the bar for this, our third Carnival cruise and fourth altogether, and I’m happy to say the crew did not just exceed our expectations, they smashed them to smitherines! We’d have to dig pretty deep to find a fault with this cruise. Keep up the great work folks!
Well, John, many friends of mine will be at Bayport today to welcome the Conquest home to her new host port. I’m sure the 380 passengers who remained on board were treated royally.
This Sunday she’ll sail with a capacity crowd of folks who are simply thrilled to have the chance to get on a ship. Wonderful, just wonderful. Next Sunday it’s my turn!!
I love your idea about how to combat the financial crisis. Perfect. Ya’ know, if we’d stop listening to the popular media and just go on with our lives as normal there would be no financial crisis. WE are the economy and the economy is what we make it.
My congratulations and thanks to Captain Nogara and his crew for a job exceptionally well done. Interesting that the Haitians seemed to have brought along their most prized possesions… including 25 pounds of pot… Priorities…
Thank you so much for all you’ve done for us in the past several days. You’ll never know how much it’s been appreciated.
Your friend,
Host Mach
Good morning John & Heidi,
What a shame that incident had to happen with the singer (s). Hopefully it won’t spoil the rest of the cruise for everyone. War is never funny.
A well-deserved congratulations to the crew of the Liberty. Excellent work. More reason to be very proud of Carnival.
I’m sorry you didn’t get a chance to walk around Lisbon yet. I’ve never seen many photos of the city, so the ones you posted are stunning. And you’re right, that last one was extremely beautiful. My kind of photos.
You’re right. CDs really shouldn’t be responsible for safety on board. Yes to making announcements, but a separate department should be responsible for overall safety, like in my company. We have a division dedicated to personal safety training & inspections, fire safety & drills & security.
I can’t wait until you get to see the Dream in Venice. and the photos.
Hugs to all,
Carol
P.S. Great cure for Global Warming.
John…
I’m not reading this until Wednesday morning. And Tuesday and even the days before were tough… then the stock market played its trick… that’s what I do during the day… answer the phones, calm the clients, and try to explain what’s happening… Don’t ever get between folks and their money!!!! Even if their on the plus side!!!
Please let me compliment and thank CARNIVAL, the crews of the Ecstasy and Conquest, and all their guests… WOW!!! And my thoughts also for those who have lost so much being touched by Ike… and those who lost their cruises! I think Carnival did an OUTSTANDING job, quick and positive!!! No, not fast enough for some, but I truly don’t believe that is the fault of not being on the ball, but of a lack of a solution available at those moments!!!
Now… for today’s blog: John, when did you say you’ll be taking that diplomatic post??? Will you be able to live on land during that time??? Or will you be England’s first Floating Diplomat for the Queen?? Sir John of the noble order of Carnivalian Diplomats, in service of Her Majesty and the world!!!
The photos of Lisbon were wonderful!!! What wonderful weather, too!
Thank you for lifting spirits and bring smiles!!!
Thank you Heidi for your assistance in running the ship and John!! And to Stephanie who does the outstanding of keeping it all posted and available for us!!!
Bestest thought, regards, and respect!!!
Lambie
Hi John:
Before even reading the blog today I summoned my Russian co-worker (and friend) to translate the headline. Then, we were both so interested to find out what exactly happened in the piano bar. She even translated the apology letter for me.
Thanks for the lesson in Russian!
Sue K (in Pittsburgh)
Hi John and Heidi
Last year we were on Carnival Freedom for the President’s cruise of the Eastern Med. The whole cruise was memorable but the opening and closing shows were absolutely unforgetable.We said at the time that it was the best vacation that we had ever had and immediately booked for another Med cruise, on Carnival Splendor. It starts next Tuesday and we can hardly wait to be there to meet you both and your fantastic crew once again..
From reading your blog we can see that we are in for another wonderful and unforgetable time.
See you soon!
Richard and Merrilyn Webb
John,
From a fromer Coastie, Please pass along my hardy congradulations to the Carnival liberty crew and Captain for taking the time and chancing there lives to rescue those people.
Please keep up the good work and try not to get to stressed out. I know it is tough, but please try…..
your friend
Capt Bill
Hi John,
We had such a great time with you as cruise director on the last Baltic Cruise. This question may be premature, but what ships will you be on in 2009? Would love to cruise with you (and Willy Banger) again. Thanks. Andy & Janet
Hi John,
Didn’t know the Captain Nogara and the Liberty rescued the Haitian migrants til now. Great story to read. When I met him back in the captain’s cocktail party he was a gracious host… Good times. Thanks for sharing, and good for him and the Liberty for doing such a generous deed.
John,
My wife and I had the pleasure of sailing with you and Heidi on the Carnival Liberty in February of 2006. It was quite the eventfull cruise, I remember a passenger by the name of Yu Screw and his wife, Anita Screw. I also remember a lovely Carnival employee named Stephanie who could not decide what color hair she wanted. We hope to sail with you again.
What Captain Marco and the crew did to rescue those people only stands to remind me of the excelent job the Carnival staff does. We recently took a cruise on a competing line, but will be coming back to Carnival as I can’t say I was impressed with them. Love the blog, too.
All the best to you and Heidi,
Steve G.
John,
In 1998 we sailed on the Imagination with you. Since then we cruise about twice a year. We hold you completely responsible for our addiction!!! Little did we know at the time, we were saiing with the best ever cruise director. Will be sailing the Valor in March and then looking at a Europe cruise – help us pick – which one and why?
We’d love to sail with you again!
Donna
Hi John.
Well, I’ve always loved reading the complaints – but today’s was a first. A customer who actually had a GENUINE REASON TO COMPLAIN !!!!
It looks that the situation has been resolved to the satisfaction of the passenger and to the credit of all crew concerned. Nobody has been given a free bingo book, nobody has been leant over backwards for. A simple error of judgement was put right promptly and with genuine apology. Take pride in that the matter has been dealt with properly.
We can, and do, all get things wrong. Fortunately, the one genuine complaint was not lost, buried under an avalanche of idiot moanings, Mrs Snob, Mr Gibraltar, Mr Delta Captain, etc, etc.
John,
As usual, I’m behind in my reading! First of all, thank you to Cpt. Noraga and the crew of the Liberty! It is nice to know that if something happens and I find myself adrift there are still people in this world who care and will render aid! Can I get a free cruise that way? Just float around in a rubber dinghy in the shipping lanes?! LOL!
It’s funny how you had the folks who were genuinely upset for a legitimate reason, yet when your entertainer does the right thing and apologizes, the apology is accepted with grace and aplomb, yet all those whiners that get “special” treatment, for no valid reason that I can discern, never seem to find the ammends to be good enough! I think this shows that your Russian guests who received the apology have a lot of class! I do feel for the entertainers as well. Sounds like one of those times when you just wish you could take back what you said as soon as it comes out, but, alas, once it is out, it cannot be unsaid! Lesson learned!
Even in our little office here of a measley 3,000 people or so we have a safety department whose job it is to do what you have just described. These folks go to school for this stuff! I’m kind of surprised that Carnival doesn’t have some of them on the ships. But I guess with limited space for crew, everyone probably does multiple jobs. Heck even as a guest I feel it my duty to pull multiple jobs! I eat, drink, gamble, go to shows…I swear I have enough fun for any 10 people!
Have a great week!
Mike
Hi JOhn/Heidi:
Great photos from Lisbon. Thanks for posting.
Great story about the Liberty rescuing Haitians. That was very interesting and I don’t recall hearing about this.
I like your idea to get rid of global warming. Something tells me that your friends at PETA and other organizations might disagree
Great hearing from you.
Take care,
David
very nice web site, i enjoyed reading