Spot Shares Moments of Better Cruise Memories

Carnival asked former passengers to submit photos and videos, via Facebook and Instagram, they had taken on Carnival cruises.
CARNIVAL CRUISE LINES is introducing a new advertising campaign on Monday that it hopes will help it recover from the negative publicity it received when its ship, the Triumph, caught fire last February and stranded passengers and crew in the Gulf of Mexico.
The cruise line has not run any television advertising and only limited digital advertising since the fire, which stranded 4,200 passengers and crew members for five days and became a cause célebrè in the media. In 2010, another of the lineâs 24 ships, the Splendor, also caught fire at sea.
Robin Farley, who follows the cruise industry for UBS, said Carnival Cruise Lines âhistorically has been one of the strongest brands in the cruise sector.â She estimated that the line, one of 10 operated by the Carnival Corporation, represents 30 percent of its parent companyâs total capacity and that before the Triumph accident, generated more than 30 percent of its profits. She also said the accident could lead to yield declines of 10 to 11 percent for the line this year.
In recent years, advertising by Carnival, created by the Boston office of Arnold Worldwide, part of Havas, has focused on the âfunâ aspects of its cruises. The tagline on some TV spots was âFun for all, all for fun.â
The new advertising follows a series of actions undertaken by the line after the Triumph accident, including a $300 million program to upgrade emergency power capabilities, fire safety technology and other systems; outreach to travel agents, an important source of business; and a vacation guarantee program that gives dissatisfied passengers a 110 percent refund. Jim Berra, chief marketing officer for Carnival, said additional innovations in dining, entertainment and programs for young passengers will be introduced starting this fall.
âOnce the brand perception took a hit post-Triumph, we felt the strongest and most credible voice to convey what a cruise experience is truly like is the voice of the guests,â Mr. Berra said.
Thus, in July the line invited 10 people who are active on Instagram â" interested in food and family issues, among other topics â" to take a cruise during which they could shoot photos. These were posted live on a Web site, Carnival.com/momenttracker.
In July, the line also asked former passengers and employees to submit photos and videos, via Facebook and Instagram, they had taken on Carnival cruises; it received more than 31,000 pieces of this content.
More than 500 videos and photos, including some by the Instagram activists who sailed in July, are featured in a new TV spot, which shows individuals walking down a street, in a field and along a boardwalk. All places where they walk are festooned with picture frames, which contain the user-generated imagery.
The voice-over says, âWe never forget the moments that matter. We hang them on our walls. We share them with everyone. And hold onto them forever.â
The spot ends with an image of a Carnival cruise ship at sea and the voice-over concluding, âSince the day we first set sail, millions of lasting moments have been made with us. What will yours be?â
A 60-second version of the TV spot will begin running Monday on prime-time network television shows like âHow I Met Your Motherâ and âParks and Recreation,â as well as on cable channels like Bravo, TLC and the Food Network. Digital and radio advertising with the same theme as the TV spot will also be created.
Pete Johnson, co-executive creative director of the Boston office of Arnold Worldwide, said the new campaignâs theme was chosen because âwe wanted to have a more emotive message,â to let viewers âsee Carnival as a place where they can experience deep moments with family, friends and loved ones. We wanted to tell the story from cruisersâ point of view, to be as authentic as possible.â
Mr. Berra said the campaign is aimed at âoutgoing, engaged, optimistic individuals,â as well as at âdecision-making moms.â