Hilton exec overrules “customer service” department, helps guest

vbGot a problem with Hilton? You might get help. Then again, you might not.

Ever since the Blackstone Group’s $26 billion buyout of Hilton in 2007, getting good customer service has been a hit-or-miss proposition. Some cases are resolved to the customer’s satisfaction. Others aren’t.

I used to know most of Hilton’s executives, thanks to a first-rate corporate communications team. They made sure the channels of communication were always open between Hilton and any potential customer-service problems, much to their credit. Today, I have a queue of unsolved cases.

Is Hilton a lost cause?
Read more “Hilton exec overrules “customer service” department, helps guest”



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Carnival Corporation is the parent company of several cruise lines, including Carnival Cruise Lines, Holland America Line, Princess Cruises, Seabourn Cruise Line, Windstar Cruises, AIDA Cruises, Costa Cruises, Cunard Line, P&O Cruises, Ocean Village, Swan Hellenic and P&O Cruises Australia. Some have excellent reputations for customer service. Others, not-so-excellent. The relationships between these lines and their corporate parent — at least when it comes to customer service issues — isn’t always entirely clear. Certainly, it is a good idea to start any query at the cruise line level. All appeals should go to Carnival.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

(The following references apply only to Carnival. If you are cruising on one of the other Carnival Corp. brands, please see your cruise line’s Web site for customer service contacts.)

Customer service main page
Ticket contract
E-mail form

Primary e-mail

[email protected]

Primary contact

Gerry Cahill
Carnival Cruise Lines
[email protected]
(305) 599-2600

Chief executive (*)

Micky Arison
Chief executive officer
[email protected]
(305) 599-2600

What others have to say about Carnival


This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.