Guest Experience

We deliver exceptional experiences to our guests on all seven continents and in more than 700 ports. Our world’s leading cruise lines have a cruise that is right for almost everyone.

FY 2019

Awards & Recognitions

Newsweek (Most Responsible Companies – Environmental, Social and Governance)

Carnival Corporation & plc has been recognized in Newsweek’s first ranking of America’s…

Neptune Award (Greenest Shipowner)

Carnival Corporation & plc has been honored by maritime industry peers with the…

Germany’s Blue Angel Eco-Label Award (Environmentally Friendly Ship Design)

Carnival’s AIDA Cruises has been awarded the “Blue Angel,” Germany’s Federal Government eco-label,…

Newsweek (Most Responsible Companies – Environmental, Social and Governance)

Carnival Corporation & plc has been recognized in Newsweek’s first ranking of America’s Most Responsible Companies 2020. Companies were evaluated based on their environmental, social, and corporate governance performance. A total of 2000 American public companies were evaluated and the top 300 are included on the list. We are honored to be listed as the highest-ranking company in the cruise sector. The list of companies can be viewed here.

Neptune Award (Greenest Shipowner)

Carnival Corporation & plc has been honored by maritime industry peers with the Greenest Shipowner of the Year Neptune Award, which recognizes a company that has shown excellence in reducing environmental impact in the operation of its fleet in the past year. Winners were chosen by executives from ship owners, ports, and marine technology companies who gathered to share best practices and cutting-edge technologies to enable continued reductions in the environmental impacts of shipping.

Germany’s Blue Angel Eco-Label Award (Environmentally Friendly Ship Design)

Carnival’s AIDA Cruises has been awarded the “Blue Angel,” Germany’s Federal Government eco-label, for AIDAnova’s environmentally-friendly ship design. Through the use of liquefied natural gas (LNG), the ship emissions of particulate matter and sulfur oxides are almost completely eliminated; nitrogen oxide and CO2 emissions are sustainably reduced. In September 2019, the “Blue Angel” logo was painted onto AIDAnova’s side at the Port of Marseille. Click here for more information.

FY2019

Awards & Recognition

Carnival Corporation & plc continued its long history of achieving third-party recognition, earning nearly 600 awards and honors in 2019 across its nine global cruise line brands. Recognition for Carnival Corporation and its brands in 2019 includes 152 Cruise Critic awards, 23 USA Today 10Best Readers’ Choice Awards, 23 CruiseLine.com awards and 10 awards from Conde Nast Traveler for being named best in the industry for cruise ships, value, service, shore excursions, itineraries, family friendliness, private islands, onboard entertainment and more.

A sample of our 2019 awards with a focus on hospitality and guest experiences are included below:

OceanMedallion Awards & Recognitions

The OceanMedallion is transforming the vacation experience and has set a high bar for how Internet…

Carnival Corporation & plc: Best Private Island

In 2019, for the 19th consecutive year, Carnival Corporation & plc’s private island Half Moon…

AIDA Cruises

The annual Trusted Brands consumer survey conducted by Reader’s Digest magazine named AIDA Cruises…

Carnival Cruise Line

Carnival Cruise Line was named Best Domestic Cruise Line for the fourth year in a row at the annual…

Cunard

In 2019, Cunard earned Porthole Cruise Magazine’s Editor-in-Chief Award for Best Trans- Atlantic…

Costa Cruises

In 2019, Costa Cruise’s Costa App won the Mediastars Prize, the Italian advertising…

Holland America Line

In 2019, Rudi’s Sel de Mer, a French seafood brasserie on board Holland America Line’s Nieuw…

P&O Cruises Australia

In 2019, P&O Australia was named the winner of Trusted Cruise Operator by Reader’s…

P&O Cruises UK

In 2019, P&O Cruises UK earned several Travel Weekly Cool Cruises Awards, including Best for…

Princess Cruises

In 2019, Princess Cruises was named Best Cruise Line in Alaska in the Travel Weekly Readers’ Choice…

Seabourn

In 2019, Seabourn collected more than 45 top travel industry awards, ranging from reader polls,…

OceanMedallion Awards & Recognitions

The OceanMedallion is transforming the vacation experience and has set a high bar for how Internet of Things (IoT) is being delivered to mainstream society in coming years. Carnival Corporation & plc was the first non-traditional technology company to be recognized by the IoT Breakthrough Awards. This award was the fifth recognition Carnival Corporation received for its OceanMedallion in 2019. Carnival Corporation was recognized by CES – the global stage for innovation (formerly known as the Consumer Electronics Show) – as a CES 2019 Innovations Award Honoree, and was named a 2019 Edison Awards Finalist, which recognizes and honors the world’s best innovators and innovations. We were also selected as a Skift Design Award winner for Best Cruise Experience for OceanCompassTM, an application within the MedallionClass Experience that also received a Stevie Award for Social Business Solution from the American Business Awards.

Carnival Corporation & plc: Best Private Island

In 2019, for the 19th consecutive year, Carnival Corporation & plc’s private island Half Moon Cay, located on the island of Little San Salvador in The Bahamas, was named Best Private Island Destination by Porthole Cruise Magazine. Half Moon Cay is visited by both Holland America Line and Carnival Cruise Line.

AIDA Cruises

The annual Trusted Brands consumer survey conducted by Reader’s Digest magazine named AIDA Cruises brand as Germany’s Most Trustworthy Cruise Company in 2019. The magazine asked consumers to name which brand they trust the most and would recommend to their family or friends.

Carnival Cruise Line

Carnival Cruise Line was named Best Domestic Cruise Line for the fourth year in a row at the annual Travel Weekly Readers’ Choice Awards, in addition to Best Family Experience and Best Travel Advisor Educational Program. Carnival Cruise Line also earned several USA Today 10 Best Readers’ Choice Awards, including Best Ocean Cruise and Best Cruise Ship for Families.

Cunard

In 2019, Cunard earned Porthole Cruise Magazine’s Editor-in-Chief Award for Best Trans- Atlantic Experience. Cunard was also named Favorite Luxury/Premium Cruise Line in the 2019 World of Cruising Wave Awards.

Costa Cruises

In 2019, Costa Cruise’s Costa App won the Mediastars Prize, the Italian advertising technical award, in the App category. This was the fifth prize Costa Cruises won within just a few months for the application. The Costa App is a new digital tool that is making the onboard experience increasingly user-friendly. As part of the Italian advertising awards, the Costa App also won the Special Star prize, which was awarded to Costa Cruises and Triplesense Reply for creative direction. In addition, the app received first place at the Interactive Key Awards in the Mobile Communication category and won the Silver award in both “UX, Interface and Navigation 2019” and “Apps 2019” at the Indigo Awards.

Holland America Line

In 2019, Rudi’s Sel de Mer, a French seafood brasserie on board Holland America Line’s Nieuw Statendam, and the cruise line’s Alaska itineraries were named among the best of the best in Porthole Cruise Magazine’s annual Editor-in-Chief Awards for 2019. Holland America Line’s Alaska itineraries were also honored at the 2019 AFAR Travelers’ Choice Awards and received Best Itineraries in the Cruise Critic Editors’ Picks Awards.

P&O Cruises Australia

In 2019, P&O Australia was named the winner of Trusted Cruise Operator by Reader’s Digest Trusted Brands Australia, and was honored with multiple Cruise Critic Australia Cruisers’ Choice Awards including Best Cruise for Families, Best Shore Excursions for Mid-Sized Ships, Best for Fitness & Recreation for Mid-Sized Ships and Best Nightlife.

P&O Cruises UK

In 2019, P&O Cruises UK earned several Travel Weekly Cool Cruises Awards, including Best for Value, Best for World Cruises, Best for Mediterranean and Best for Caribbean.

Princess Cruises

In 2019, Princess Cruises was named Best Cruise Line in Alaska in the Travel Weekly Readers’ Choice Awards for the 13th consecutive year. Additionally, Princess Cruises received the Wine Spectator 2019 Restaurant Award of Excellence. Princess Cruises also received its second consecutive SHAPE Magazine Healthy Travel Award, recognizing the brand’s fleetwide state-of-the-art Lotus Spa and Fitness Centers.

Seabourn

In 2019, Seabourn collected more than 45 top travel industry awards, ranging from reader polls, cruise press, and travel professionals. Accolades included the Best Luxury Cruise Line; Excellence in Luxury Leisure, Best Luxury Cruise Line for Couples; the Best Cruise Line for Solo Travelers; the Best Cruise Line for Spas; the Best Boutique Cruising Experience; and much more. Among others, Seabourn was named one of TIME magazine’s World’s Greatest Places to Stay, and Best Cruise Line for Luxury Small Ships in Luxury Travel Advisor’s Awards of Excellence. The brand also ranked at the top of U.S. News & World Report’s Best Cruise Lines list for Best Cruise Line in the Mediterranean. Additionally, Seabourn was recognized as Best Small-Ship Ocean Cruise Line in the Telegraph Travel Awards. Seabourn is also consistently ranked among the world’s top travel choices by professional critics and the discerning readers of prestigious travel publications such as Departures, Travel + Leisure and Condé Nast Traveler.

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Here is what we are doing to improve our guests' experience

2019 New Ships

CARNIVAL PANORAMA: Carnival Panorama is the third ship in the line’s popular Vista-class series.…

Cybersecurity

In 2019, we continued to enhance cybersecurity capabilities and data privacy initiatives to protect…

Bamboo Bikes on AIDA’s World Cruise

AIDA Cruises offers guests bicycles for excursions in destinations around the world. Expanding on…

AIDA Ticketless Shore Excursions

AIDA Cruises eliminated the need to dispense printed tickets for shore excursions. All…

Holland America Line Oprah Magazine Partnership Update

Holland America Line and O, The Oprah Magazine, started their partnership in 2017. In January…

Carnival Cruise Line ‘Sensory Inclusive’ Certification

Carnival Cruise Line has become the first cruise operator to be certified “sensory inclusive”…

Carnival Cruise Lines’ Ongoing Support for Military Armed Forces

Continuing its longstanding support of military personnel, Carnival Cruise Line debuted the…

Princess Cruises: OceanMedallion Program Update

MedallionClass Vacations were unveiled in 2017 and since then have taken service to the next…

Costa Cruises and AIDA Cruises: Supporting Sahara Forest Project

Costa Cruises Foundation – Costa Crociere joined forces with the Norwegian nonprofit Sahara Forest…

Princess Cruises: Discovery at Sea Partnership

The longstanding partnership between Princess Cruises and Discovery brings fun,…

Seabourn: UNESCO Partnership Update

In 2019, Seabourn signed an agreement to extend its official partnership with the United…

2019 New Ships icon

2019 New Ships

CARNIVAL PANORAMA: Carnival Panorama is the third ship in the line’s popular Vista-class series. Carnival Panorama sails from Long Beach, California, and is the line’s first ship homeported on the West Coast in more than 20 years.

COSTA VENEZIA: Costa Venezia is Costa’s first ship specifically built for the China market. Costa Venezia offers Costa’s authentic Italian experience tailored for its Chinese customers, introducing guests to Italian culture, lifestyle and excellence – starting with details in the ship’s interiors, which are inspired by the city of Venice. Guests can also savor Italian entertainment, including a masquerade ball that will recreate the magical atmosphere of the famous Carnival of Venice, while also enjoying familiar comforts such as a wide array of Chinese cuisine available, Chinese-style karaoke bars and more.

COSTA SMERALDA: Costa Smeralda launched as Costa’s first cruise ship to be powered at sea and in port by liquefied natural gas (LNG), the world’s cleanest fossil fuel. Costa Smeralda is the second of a new class of next-generation ‘green’ cruise ships and a significant product innovation. Costa Smeralda commenced operations in December 2019.

SKY PRINCESS: Sky Princess honors the women of the U.S. Space Program with special recognition to U.S. Navy Aviator and Captain, Kay Hire, and NASA engineer and civil rights attorney, Frances Northcutt, during the ship’s naming ceremony. Sky Princess also debuted the new luxurious Sky Suites, with expansive views from the largest balconies at sea, along with new exciting entertainment experiences and dining choices.

Cybersecurity icon

Cybersecurity

In 2019, we continued to enhance cybersecurity capabilities and data privacy initiatives to protect the fleet, employees and our guests from any threats that could impact operational technology systems and data privacy. We introduced data privacy and cybersecurity training for applicable shipboard staff and shoreside employees. Cybersecurity policies and procedures were introduced into our Global Health, Environment, Safety and Security (HESS) management system. We also have implemented procedures to ensure compliance with applicable data privacy laws in various jurisdictions.

Bamboo Bikes on AIDA’s World Cruise icon

Bamboo Bikes on AIDA’s World Cruise

AIDA Cruises offers guests bicycles for excursions in destinations around the world. Expanding on this program, in 2019 AIDA Cruises purchased around 300 “my Boo” bamboo bikes for select ships, with proceeds from the sale benefitting social projects in Ghana. Bamboo is a renewable material that is as strong as steel and as lightweight as aluminum.

AIDA Ticketless Shore Excursions icon

AIDA Ticketless Shore Excursions

AIDA Cruises eliminated the need to dispense printed tickets for shore excursions. All information about the starting time and meeting point of the excursion is available to guests on the Board Portal or shown on the screens in the public areas of the ship. Guests’ boarding cards work as a ticket. Thanks to this effort, around 15 tons of paper will be saved per year across the AIDA fleet.

Holland America Line Oprah Magazine Partnership Update icon

Holland America Line Oprah Magazine Partnership Update

Holland America Line and O, The Oprah Magazine, started their partnership in 2017. In January 2019, Oprah Winfrey, the founder and editor at large of O, The Oprah Magazine, christened Holland America’s Nieuw Statendam, and led a unique “Girls Getaway” cruise for the entire ship on its first cruise.

Carnival Cruise Line ‘Sensory Inclusive’ Certification icon

Carnival Cruise Line ‘Sensory Inclusive’ Certification

Carnival Cruise Line has become the first cruise operator to be certified “sensory inclusive” by KultureCity, a leading nonprofit organization dedicated to accessibility and inclusion for individuals with sensory needs and invisible disabilities. The program started in October 2019 and all of Carnival Cruise Line’s South Florida-based ships are certified, with the balance of the fleet scheduled to be completed in 2020.

As part of a comprehensive fleetwide training program, hundreds of guest-facing team members, including guest services personnel and youth staff, have been trained to understand and help adults, youth, and children with sensory-related questions or needs relating to conditions such as Autism, ADHD, Down syndrome, PTSD, etc.

Carnival Cruise Lines’ Ongoing Support for Military Armed Forces icon

Carnival Cruise Lines’ Ongoing Support for Military Armed Forces

Continuing its longstanding support of military personnel, Carnival Cruise Line debuted the “Heroes Tribute Bar,” a first-of-its-kind venue on the new Carnival Panorama. The venue features a distinctive All-American décor with logos of the five branches of the armed services of the U.S. military as well as patriotic and military memorabilia throughout the room. The walls are lined with photos and messages around three main themes: Welcome Home, Thank You for Your Service, and America’s Heroes.

The Heroes Tribute Bar also benefits Carnival Cruise Line’s partner Operation Homefront, a national nonprofit organization dedicated to building strong, stable, and secure military families. Specialty cocktails and beer will be offered and served in a custom pint glass with a portion of each sale benefiting Operation Homefront.

Princess Cruises: OceanMedallion Program Update icon

Princess Cruises: OceanMedallion Program Update

MedallionClass Vacations were unveiled in 2017 and since then have taken service to the next level, delivering a new level of personalized service. The OceanMedallion, a quarter-sized wearable device that enables a faster boarding process and on- demand services. Additionally, the OceanMedallion enables guests to locate friends and family on board the ship if they have opted to connect with each other. In 2019, the Princess MedallionClassTM experience expanded to three additional Princess ships – Royal Princess, Crown Princess, and Sky Princess.

Costa Cruises and AIDA Cruises: Supporting Sahara Forest Project icon

Costa Cruises and AIDA Cruises: Supporting Sahara Forest Project

Costa Cruises Foundation – Costa Crociere joined forces with the Norwegian nonprofit Sahara Forest Project Foundation to enlarge the scope to revegetate the desert in Jordan with sustainable technologies and to promote social and environmental improvement within the region. Currently, the Sahara Forest Project operates three hectares of commercial facility, located 12 kilometers north of the port of Aqaba. The project focuses on combining saltwater-cooled greenhouses, solar energy panels, and different techniques for outdoor revegetation in dry areas. An important part of the agreement is represented by the involvement of Costa Cruises and AIDA Cruises guests: guests cruising on Costa and AIDA ships calling at Aqaba will have the unique chance to taste, for the very first time in the world, at least ten different environmentally-friendly vegetables produced by using solar power and saltwater in the Jordan desert, through special recipes created by the Executive Chefs of the two cruise companies to emphasize their taste and quality.

Princess Cruises: Discovery at Sea Partnership icon

Princess Cruises: Discovery at Sea Partnership

The longstanding partnership between Princess Cruises and Discovery brings fun, educational activities to the onboard programming. Through Discovery at SEA, Princess Cruises puts a unique spin on cruise entertainment that is especially appealing to animal lovers as well as science and nature enthusiasts. In 2019, the brand announced its newest Discovery at SEA interactive attraction: a first-of-its-kind, digitally enhanced escape room. The experience is currently exclusively available on Sky Princess with plans to expand to the next Princess Cruises ship debuting in 2020.

Seabourn: UNESCO Partnership Update icon

Seabourn: UNESCO Partnership Update

In 2019, Seabourn signed an agreement to extend its official partnership with the United Nations Educational, Scientific and Cultural Organization (UNESCO), a unique alliance to help protect World Heritage. Since the partnership’s inception in 2014, Seabourn and its guests have contributed more than $1 million to UNESCO, providing a significant level of support to the organization and its mission. The five- year extension will continue to foster wider support and understanding in the travel industry and among travelers for UNESCO’s mission of safeguarding and promoting the world’s unique cultural and natural heritage recognized for its outstanding universal value.

Our

Commitment

At Carnival Corporation & plc, our highest responsibilities and our top priorities are to operate safely, to protect the environment, and to be in compliance everywhere we operate in the world. This past year, we had the privilege of taking 12.9 million guests on vacation across our 104 ships. Cruising

appeals to a broad range of ages and income levels, and provides something for every generation, from kid clubs to an array of onboard entertainment provided for teens and adults.

Cruising also offers transportation to a variety of destinations and a diverse range of ship types and sizes, as well as price points, to attract guests with varying tastes and from most income levels.

Our

Strategy

Exceeding our guests’ expectations while providing them with a wide variety of exceptional vacation experiences involves building new, innovative, purpose-built ships that are larger, more efficient, have an improved mix of guest accommodations and present a wider range of onboard amenities and features. We also offer high quality destinations around the world, including a portfolio of private destinations that are uniquely tailored to our guests’ preferences. Helping our guests choose the cruise brand that will best meet their unique needs and desires is also part of our strategy. Our brands have multiple pricing levels that vary by cruise brand, category of cabin, ship, season, duration and itinerary. Guest feedback and research support the development of our overall marketing and business strategies to drive demand for cruises and increase the number of first-time cruisers.

We are proud to offer a wide array of gaming opportunities for the enjoyment of our guests. We also support a Responsible Gaming program designed to assist our guests in making responsible choices through knowledge and empowerment. Our approach to Responsible Gaming forms an integral part of this commitment. Responsible Gaming occurs in an environment where management and staff have been suitably educated to assist guests so that the potential for harm associated with gambling is kept to a minimum and our guests are able to make informed decisions. Responsible Gaming information is posted in all our onboard casinos and guests can choose to self-exclude from participating in casino gaming activities by registering with the casino management.

Although the vast majority of our guests are highly satisfied with their vacation experience, there are occasional complaints. Resolving issues in an expedient manner during the cruise, rather than having guests wait until they return home to make contact, enables guests to more fully enjoy their vacations. This approach also provides us with a valuable on-the-spot learning tool that supports improvement of policies, procedures and the overall cruise product. Guests also have different means available to convey their opinions and their level of satisfaction to the company. A common tool is a survey provided to guests after their cruise, through which they may express their opinions about the various aspects of the service and assign a performance score to each aspect.

Taking care of our guests during a crisis is also part of our duty. We have a dedicated group of CareTeam members who are trained to respond to a variety of emergencies, primarily medical-related situations, and are dispatched to locations throughout our cruising regions to provide personalized support and assistance as needed to all of our brands. The CareTeam members are committed to assisting our guests, as well as their families, friends and loved ones, and providing them with compassionate assistance and support during challenging situations.

To further care for guests, we support the Passenger Bill of Rights, which details our commitment to the safety, comfort and care of our guests. It specifically addresses delays, cancellations and other unplanned events. The Passenger Bill of Rights codifies many long-standing practices of our organization and Cruise Lines International Association (CLIA) member lines, and it also goes beyond some practices to further inform cruise guests of our commitment to their comfort and care.

Protecting our guests’ privacy is also extremely important to our guests and business. We have dedicated privacy teams that oversee our data privacy programs. We have also implemented privacy standards, which require conducting reviews of the adequacy of the privacy program.