You are the owner of the second largest cruise line in the world. You have 7 different cruise ships that sail all areas of the globe. As second, one of your main goals is to become #1. Your company prides itself on customer service and you believe that this avenue affords you the best opportunity to become #1.
Your largest ship, the “World Traveler” can accommodate 10,000 passengers. During a November cruise in the Southern Caribbean, while docked at Barbados Islands, 5,500 passengers became sick from food poisoning. People from America, Mexico, France, Germany, Japan, and Italy were all part of those who got sick. As it turns out, over 3000 people reported sick but only after returning from excursions on the island.
This situation could represent a possible setback to achieving your #1 position in the world unless it is handled properly. So after extensive discussions with your board of directors, it was decided to not only fully refund all passengers that were aboard this cruise (whether they got sick or not), but to provide for a free cruise on any of your ships at any time throughout the year in any part of the world for up to a 7 days and 8 night’s cruise. Passengers are responsible for the cost of getting to and from the point of debarkation to meet the ship.
Instructions:
Develop a PAIBOC that displays your intent as the owner to address the customer service issues encountered by this outbreak of food poisoning. Then, write a generic letter to all passengers explaining what happened, why it happened, what the cruise line intends to do to prevent the situation from happening again, and the remedy to appease each passenger.
You will need to be sensitive to the diversity of the passenger pool from three perspectives: gender, race, and nationality. It is extremely important that you do not offend one or more of these groups of passengers in your attempt to keep them as part of your customer base. Note: pay particular attention to the in-class discussion about the subtleties of this problem before beginning this assignment. Turn in your PAIBOC with your written paper.
