I thinks maybe John Heald heard it as "complaining" when they were probably just comparing ships and noting that Carnival doesn't do some of the things they like.
I mean - I would say it was ludicrous is they sought John out just to tell him they usually sail on uppity-crustier cruise line and they miss the lectures.
Yes - I expect every cruiser to understand the "value equation" on any cruise. You don't eat at McDonalds and complain how bad the food is just because you usually eat at Michelin restaurants.
Come to think of it - some people probably do that... oh well.