Carnival Cruise Line President addresses loyalty program concerns

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Carnival Cruise Line President addresses loyalty program concerns originally appeared on TravelHost.
For passengers sailing on board Carnival Vista's July 12 Caribbean cruise, the chance to be the first to visit Celebration Key, Carnival Cruise Line's new exclusive destination in The Bahamas, wasn't the only perk of the special voyage.
Carnival's beloved brand ambassador, John Heald, sailed on the cruise to participate in special events and show guests around Celebration Key when they arrived at the new port on July 19.
Carnival President Christine Duffy also cruised with them, and on July 14, she joined Heald for a Q&A session in the ship's theater hosted by the cruise line's senior vice president of guest operations, Sarah Beth Reno.Not only did the onboard discussion cover Celebration Key, it gave passengers who attended a chance to hear direct from Duffy about the rationale behind the cruise line's controversial loyalty program overhaul.
The new Carnival Rewards loyalty program, which launches in June 2026, wasn't well received by loyal Carnival cruise passengers when it was announced in June. Many worry that the new program, which is based on spending and eliminates lifetime status, won't reward them for their loyalty as well as the current VIFP Club loyalty program that's based solely on days sailed.
During the discussion, Duffy explained that she and her team knew the loyalty program change and its announcement would be difficult. But it was necessary.
Her explanation about why the change had to happen, and answers to some of the most-asked questions about the new program, were captured in video recorded during the Q&A session, which was shared on John Heald's Facebook page on July 16, but later appeared to be deleted.
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Carnival President discusses new Carnival Rewards program
Transcript:
Sarah Beth Reno: We recently announced our new loyalty program. It's received a lot of feedback from guests. And John, I know you're getting a lot of feedback from guests.
So, Christine, let's walk us through the rationale of the change, right? Your thoughts on the program and what will be happening now between now and June 2026.
Christine Duffy: Well, that's right. The program doesn't start until June 1 of 2026. And yes, we decided to announce a year in advance so that we really would have the time for everybody to know what change was coming, how it's going to work.
Maybe it wasn't a good idea to announce it 12 months early, but we did because again, we want to be transparent and we want to really make sure that people understand the program.
Why did Carnival Cruise Line overhaul its loyalty program?
Now, why did we do this? Let me say Carnival was founded in 1972. And between 1972 and 2012, when the VIFP program was started, we sailed 40 million guests. Between 2012 and 2025, we've sailed 65 million guests.
So as you can imagine, today we have 29 ships. We will sail close to have sailed in our history, probably about 105, 110 million people by the end of this year. And when we looked at the ships that we have coming, and you all know we've got two more Excel ships coming. We've got three ACE ships coming. It's just not sustainable.
And so, while we recognize and we knew this change and this announcement was going to be difficult, the lifetime status benefits just can't be delivered in the right way.
So, a couple of things that we can talk about today that first of all, there are a lot of details that will be announced as we get towards the end of the year. We are — there is — a lot of work that has to be done.
Loyalty programs are highly regulated, right, because the loyalty program does have a credit card that comes along with it.Carnival credit card points will transfer to new Carnival Rewards credit card
Now that credit card — the new card for the new Carnival Rewards program — for people that have today the Barclays Carnival card, any points, fun points that you have today or that you have on May 30, will also transfer automatically to the new card.
So, I know one of the questions people have asked you, John, was whether they should get the card now.
You can't get the new card now, but you can still get the card. If you don't have it, continue using the card that you do have because all of the points will transfer over to the new card.
Sarah Beth Reno: And you'll start getting those benefits, if you apply now, you'll start getting the new benefits right away starting in June of 2026.Christine Duffy: You'll get the points. So, status will be something that is different and, you know, we also, we're very sensitive to — especially for Diamond Guest and the hurdle and milestone that it is to become Diamond — that we're giving everybody six years to maintain that status irrespective of what they spend or sail.
Having the credit card, using the credit card for everyday purchases in addition to purchasing Carnival cruises or spending on board does give you points.
And while we're not able yet to communicate point values, we can say that everyday spending will get you points on the card as well as what you purchase for Carnival.
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Carnival Rewards credit card will offer bonus points opportunities
And remember, like most credit cards, there's plenty of other ways to get points. When people open up a new card, credit card providers typically pick points. I have a, you know, department store credit card and once or twice a year, I can say that I want double points.
We also know and are already talking with many of our providers, our retail providers, who will be also offering promotions where people will be able to earn extra points. And I think for Carnival we will probably do the same thing on certain cruises. So more to come on that.
I really, more than anything, just want to reassure people: it is not our intention at all to have, you know, for people not to be able to maintain their status if they choose to. But lifetime status is not, is just not feasible given the number of people and the growth that we have in the highest tiers.Kids with Carnival status will have a chance opt in with status at 18
Sarah Beth Reno: Do you want to talk a little bit about the kids?
Christine Duffy: So, one of the questions that we've been asked is what about kids? And I've met kids over the years that are two and three and four years old that are already Platinum or Diamond.
They will not be able to go into the new rewards program because you have to be 18 or over. So, their status will match the status of whoever is paying for the cabin that's in the cabin.
However, we are going to maintain the database of any kids that are Platinum or Diamond that are under 18 on June 1 of 2026. So, when they turn 18, they will have the option to opt in to the program at the status that they were when we provided the benefit to everyone else. So, Diamonds have six years. So, if you count this year, seven years. And Platinum have two years.Carnival plans to offer a separate credit card for Canada and Australia
Sarah Beth Reno: Very good. And do you want to touch a little bit on if you're Australian or Canadian? I don't know if there's any Australians or Canadians in the room, but you never know.
Christine Duffy: I know we have somebody from Canada. I did meet somebody from Canada.
The credit card laws are different. So, we're not able to offer the same card in Canada or Australia as we'll have in the U.S., but we are in active negotiations and discussions with a card provider for Canada and Australia so that we will be able to have our guests from those countries be able to join the new rewards program. The benefits will probably be different because the credit card rules are different in those countries.Carnival Rewards will recognize milestones in a new way, but benefits won't be lost
John Heald: I was talking to some people who are on their 50th cruise and we have a current milestone program where if you cruise 25, 50, 75 or 100 times, you get the equivalent amount of onboard credit. Is that something that we're still going to be doing for the next few years?
Christine Duffy: So, there will be a new milestone program that comes out with the new rewards on June 1. However, for anyone that has already earned a milestone or earns a milestone in this period, you'll be able to redeem that for five years.
So, no one will lose any of the milestone benefit that they've already earned or accumulated before June 1. And there will be a milestone program with the new reward program that will provide recognition and, in that case, it'll be points — which points then can be used for lots of things that today you really can't use points for in our existing program.Carnival Rewards shouldn't overshadow the reasons you cruise
John Heald: And I think it's important that I mention also that along with all of this, it's been wonderful to speak to people who are Diamond and Platinum and Gold and Red and they are all obviously they've given me their opinions and a lot of them are very, you know, telling me exactly what they feel.
But virtually every single one has also said that the reason they cruise, and will continue to cruise, is because of the fun they're having and that they know the crew will continue to take wonderful care of them.
And I think it's important that we all remember that — that whatever card color, whatever it is, the crew will always make sure you have the fun.
And I hope, I really do sincerely hope that the main reason you continue to cruise is the fun, the affordability of the cruise, and most importantly, the crew who are the absolute best in the cruise industry bar none. Thank you.
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This story was originally reported by TravelHost on Jul 21, 2025, where it first appeared.
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