Carnival Cruise Lines
Reviews and Complaints

July 17th, 2022, my 22-yr old daughter and I sailed on Carnival Horizon. We boarded the ship early and got access to our rooms and was ready to enjoy the next 6-days. People were still boarding, as it was about 1pm, we went to the pool at the Havana Bar and had an unpleasant experience. Not wanting to make a big stink, we proceeded to the 10th floor bar near the seafood shack and once again had the same unfortunate experience. I have purposely omitted what happened because this in fact is not a complaint, but instead a compliment of how the staff and managers turned this unpleasant experience, not even 1-hour into our trip; around. Mario-manager, took time to listen to my complaint and worked to resolve my unpleasant experience immediately. Stephan the food and beverage manager, contacted me to find out what happened and worked to make sure the rest of our trip would be favorable. Nicoli-Bar tender on the 3rd floor main bar was just a pleasure and remembered my daughter's name and my name, and my birthday, each time we passed or stopped for a beverage. Mario saw me walking in the corridor 3 days later, called me by name and wished me a happy birthday. How did he reminder? Wahyu- room attendant, was very helpful. We are quick to write when things go wrong. I wanted to write about the work and effort that was made, to make my experience memorable (pleasantly).

On June 11, 2022 for our 18th wedding anniversary my husband and I were booked on the Vista for a 7 day cruise out of Galveston. We purchased airline tickets and prepared to fly to Galveston to board the ship. Our flight with Southwest was first delayed and then cancelled mid trip , we were stuck in Oklahoma City,and we were unable to make the cruise.

Because it was the airlines fault they put us in a hotel for the night and flew us back to Atlanta the following day, provided us with 2 travel vouchers and refunded the cost of our tickets

When we were told that the flight had been delayed, I began contacting Carnival to see what we could do and also to try to contact the department responsible for transfers to inform them not to wait. That we would have to take a Uber to the port. I was informed during the first call that I would get a credit, minus the port fees and taxes if we did not make it. We held out hope that we would make it. After being told that the flight was delayed, we were told (about 20 min later) that the flight had been cancelled. I again called Carnival and was informed of the steps I would need to take to make sure I received a credit for a future cruise to be used within one year.

When we returned home (6/12), I contacted Carnival to be sure that what I was told was correct about the credit. The representative that I spoke with assured me that the credit was there and we would be able to use it.

Fast forward to 8/09/22, I received a email saying that we did not have the credit.

So I called Carnival so that I can obtain clarification and spoke with a representative (can't recall her name) that confirmed that there was not a credit showing.

At this time I asked to speak with a supervisor. She placed me on hold and came back to the phone and said, I have located a supervisor, and she has said that she will speak with me, but there is not anything she can do.

At this point, a supervisor named Katina gets on the line and begins to tell me that there is not anything she can do.

I explain to her that I did not make this up and that I was informed by representatives of the company that I would get a credit. To this she says that no one had the authority to tell me that I would be getting a credit. Which I explained to her that I would not have called if I had not been told this. And that how her people are trained is not my concern and that I felt that she was not trying to hear me and that what she was doing was not right or fair.

My husband and I are faithful cruisers of the Carnival Cruise Line and to not be heard and to be told one thing and to have something totally different happen is not right.

To submitt everything that was asked or needed and that is was not my fault that Southwest had cancelled our flight in the middle of the trip. Explained that I nor my husband have $2,000 to just give away, and to be treated as if I was trying to get a refund was not the best feeling.

The desired outcome that I am seeking is for Carnival to honor what THEIR trained, paid employees told me on multiple calls and provide me with a credit for the cost of the cruise (minus taxes and port charges)

I am greatly looking forward to getting this resolved so that I can continue to be a loyal cruising customer.

Carnival Splendor

Booking #K67RK9

June 28- July 5, 2022

This was our 3rd attempt at a honeymoon cruise since the pandemic started. We booked this cruise to Alaska because it stopped at Skagway that had the train excursion. After our vacation dates were approved and set, we were notified that the port of calls had changed and we were no longer stopping there.

I then started the process with Guest Access because I am 95% of the time confined to my wheelchair. I am able to stand with walker to transition only.

Our ports of call ended up being Icy Strait Point, Juneau, Ketchikan, and Victoria. A total of 91 excursions offered at these locations. Of the 91 a grand total of 9 are handicapped accessible according to Carnival website. 4 of the 9 actually overlapped as combination of excursions, so you are really looking at 5 out of 91 that Carnival works with local vendors of excursions to include those quests with physical disabilities.

We ended up booking 2. The Whale watching in Icy Strait point and Saxman Native Village Tour in Ketchikan. We were instructed to get with Shore Excursions upon arriving on the ship.

We were flying in the night before so we took it upon ourselves to arrange transportation to the ship. We did book through carnival the shuttle bus ride back to airport after cruise was over.

We boarded the ship and our first stop was the guest shore excursions. The person we spoke to told us that on our whale watching excursion I would have to walk onto the boat, that my wheelchair was not allowed on the boat, and I would have to climb 3 or 4 steps. I attempted to explain to him that the Carnival website indicated that these excursions were both marked as handicapped wheelchair accessible, and that if I am made to walk on board and climb steps then this was not accessible. He got a bit cocky, spoke to his manager in back, then repeated himself “the excursion is handicapped accessible, my wheelchair was not allowed on boat, I had to walk onto the boat and climb steps”.

I have 10 years as an advocate for individuals with physical disabilities and helped transition Louisiana State departments and buildings to comply with the ADA (Americans with Disabilities Act) beginning in 1990. Before I left his counter, I confirmed we were set up for transportation in Ketchikan. He said he would let them know to have a lift for my wheelchair available.

That night my wife and I went through the excursion guide for the whale trip which went into detail including dimensions of the wheelchair has to meet. Mine did. The following morning, I went back to the excursion desk with the frame of mind that ok, lets try again, maybe they were confused. I received the exact same as the day before, including them confirming with their manager. I decide it was not worth me getting any more upset and left.

We arrived at Icy Strait Point and we went down to our excursion. All of the boats there automatically, for all guests, put a ramp out for everyone to cross. They brought me on first. Wheeled me onto the boat, pushed me up to a 6 inch bulk head where they lifted my feet over and then helped me stand and transition into a seat. Wheelchair remained on board. Crew and captain went above and beyond to guarantee us a good trip. Captain made sure to position all viewing of whales and Orcas on the same side of the boat I was sitting on. As for getting me off the boat, we simply reversed the process.

I took my first opportunity to go back to shore excursion desk to let them know what and how accessible the excursion was, and how confusing they were to me. I spoke to a woman who thanked me and would pass it on to her teammates.

We decided to go down early for our excursion in Ketchikan and check in. It was a good idea that we had because no one had let them know that I needed transportation with a wheelchair lift. Again the excursion people went out of the way to accommodate. They arranged for me to ride on a different bus that was doing a combination excursion, and even had the driver (his name was Paxton) available to us during the entire excursion for anything we might have needed.

We spoke to several other guess that went on other excursions that said we could have easily enjoyed 60% to 80% of some of the other excursions they went on. I was not given that option either because wheelchair lift bus was not available or Carnival did not indicate they had transportation if notified. Only 5 out of 91 excursions offered accessibility to individuals with physical disabilities. I totally understand I am not going mountain climbing, but there were others that we could have enjoyed. I wonder if a hard look is made at the 86 other excursions, how much effort would it really take to make them accessible. Some of the other boat excursions used the exact same style boat as the one we did take. The only difference was no others stated handicapped wheelchair accessible!

I am sending a copy of this letter to the Alaskan Department of Tourism, care of the Governor of Alaska Office because I do not know where the disconnect is. Does Carnival not know what is accessible or is the State of Alaska not offering excursions to individuals with physical disabilities? The only thing that I know as for as my trip to Alaska is that in general its no place I can recommend as a destination for anyone with a disability. How much tourism dollars are being lost for both Carnival and State of Alaska by other individuals like myself who have already heard similar stories?

As for our Carnival on board experience, it was lacking room for wheelchair to get around. I guess the best way to get the view of someone in a wheelchair would be for someone from Carnival to sit in a wheelchair on board, tie up their legs so they can’t use them, and then make their way around the ship during a cruise. To give you an example head to the Pixel Gallery. Both sides of my tires rubbed the post and their board to display pictures for people to view. My wheelchair is a standard sports wheelchair meaning its small and light weight. Several spots on decks you have to go around posts and you are rubbing post and opposite wall at the same time. And please have the person in the wheelchair go to the handicapped accessible pool or hot tub, oh wait Carnival has NONE! I know that anyone can add an automated lift to their swimming pool or hot tub at home for $2500, so why can’t Carnival spend $5,000, a 1 time investment for each ship, to include guests with physical disabilities the same amenities as those without physical disabilities?

We debarked at Icy Strait Point, Ketchikan, and Juneau. All had significantly steep ramps. Only once was there a carnival employee available to assist going up or down ramp. If it would not have been for other guests offering to assist, I could have easily crashed in my chair and or ended up in the water.

On Sunday, we decided it might be a good idea to verify that our bus that would take us from the ship to the airport on Tuesday morning was handicapped accessible. The guest services department told us unless we made special arrangement the bus was not going to be wheelchair accessible! I told them that we had filled out all medical and wheelchair information with Guest Access. They then told me that I would not be able to take bus shuttle to airport. They said they would reach out to someone in the Miami office to assist on Monday the 4th. Monday was a holiday. I didn’t eat all day Monday and my wife was worried I was going to have a heart attack due to the stress I was feeling. Monday afternoon I was contacted that Carnival had arranged for a special van to pick me up Tuesday morning to take me to the airport. We debarked and learned that yes the bus shuttle people had a tour bus they were putting us on, not a special van. Again, given incorrect information.

This was the worst trip I have ever taken. I have never been so stressed out on a trip before

On July 1 my wife and I had booked a cruise with Carnival B9K4Q1 to Bahamas to celebrate our 38th wedding anniversary The dates of the cruise was July 29 through July 31 and we was excited about it but in route The morning of the cruise we receive Several phone calls from our family informing us of the passing of some of our family members that was close to us and it took us a minute after pulling over together I’ll selves to continue the trip to the cruise But I’m upon arriving to the port we attempted to find a parking space in the garage which took us more time than expected Out of finding a self-made spot we proceeded to the gate to enter the ship then found out that we didn’t have all the proper papers needed to b board the ship which was the 48 hour Covid tears and was told we just had missed the on board testing site by 10 minutes and we was unable to board the ship we are not asking for a refund but the credit towards another cruise with carnival at a later date

My family and I booked a cruise for late August all the way back in March of this year. On Carnival's website they state that there were a limited number of vaccine exemptions because of the CDC's requirements, however they never specified the number and they stated they were given out on a first come first serve basis with them beginning to be processed 90 days out. However, when the time came for exemptions to be given we were denied the exemptions and every time we have called to understand why we have been repeatedly lied to and they have been extremely unhelpful. They have told us that they don't actually know or keep track of how many people have been given exemptions, or if any one with an exemption has cancelled. They also say that only 5% of the 70% capacity of the ship can have an exemption, even though the CDC was requiring 10% not 5%, so they violated the CDC program. They have told us that they wish they could have more people on their cruise ships, however their hands were tied by the CDC, however that is a lie as mentioned above. Also now that the CDC has dropped the program they have changed nothing. Carnival is a lying company that should never receive any other money in their lifetime and they should go bankrupt for their numerous lies and inability to provide actual answers to those who contact them.

To: Carnival Quest Care,

On March 5th, 2022 we were scheduled for a back to back cruise on the Carnival Elation. I had copied my sister's itinerary,which was arranged with a Carnival sales representative. This trip was a family

reunion and my sister's husband's first trip. Unfortunately we did not make our first cruise due to the airline's carrier delay. We attempted to fly to Tampa and were unable to make it to the cruise ship in time. We had insurance from Allianz and Ion. We however did not get a full refund for our trip. We were charged charge from Carnival and I had onboard credit that was never

refunded back to me. I have inquired on these charges since March 16th 2022, only to be told wait for the insurance companies to be done or closed the claims. and then file a complaint to Carnival. and then to be told where to write a request and that didn't work, it was rejected. I am not happy that I have to write a public complaint to resolve this matter.

My husband and I have been loyal, long term customers of Carnival since 2009 and are still very upset about our experience and that we were charged a penalty and our on board credit not being refunded.

Upset & loyal customers,

Thank you,

Lori Batchelder

08.01.2022

Hospital d/c mom home to Hospice. Had to cancel due me caring for mother. This matter was out of any one's control. I love and have been on 17 cruises with Carnival and never had a problem. Spoke to Casino rep. and was refunded port taxes and fees back to credit card. Rep was very helpful but stated I must come here to get a refund for my deposits. I am now trying to make plans for a funeral and not lose my deposits. The trip was schedule for Aug 13, 2022, Ship the Dream.

Thanks for your time and cooperation in helping with this matter

I purchased several mid to high end jewelry pieces. I purchased a tennis bracelet for 3500.00 and diamond necklace (eternity circle) and one month later the diamonds are falling out. I called the numbers on the back of the authenticity certificates they give you and non are working numbers. I also purchased a ring which I'm ok with, but I don't want to keep jewelry if it is defective. I went to another jewelry store and found a better tennis bracelet for 1/2 the price and better quality. It's sad that Carnival would promote such cheap jewelry at high end prices. I like the cruise ship, but I will not purchase jewelry from the ship. Pleas beware and do not purchase jewelry form them. Go to your local jewelry store.

We have a cruise booked for Aug. 8, booking no. N59NK9. We were all set to go and my wife fell and broke her foot. So we won't be able to go. I am requesting a credit for a future cruise. To date we have only sailed with Carnival. Carnival's response will dictate our sailing future. Marisa is my wife's name. She just saw the orthopedic doctor today. Thank you

Chris Taylor

On July 25, 2022 I attempted to correct a misspelled the name of one of the passengers on the above trip.

My wife's daughter and her significant other are joining us on a 7-day cruise out of Tampa Florida.

We live in Sarasota Florida; they live in Ontario Canada.

I called in to correct the mistake. Something as simple as correcting the spelling of a name took WELL OVER ONE HOUR to make that simple correction.

My wife and I are both Platinum members.

THIS LEVEL OF SERVICE IS ATROCIOUS!

I was set to sail on July 25th booking #X96GS6. Stateroom 6228. I received my mandatory covid test results back today and I am positive. We were forced to cancel our cruise. I am asking for a refund of all of our shore excursions purchased and our onboard charges. My name is Toni Percivill and my husband is Clarence Percivill. I am including my positive test result as evidence. I did purchase vacation protection. Please advise on what to do. Thank you

My credit card number was stolen and used at Carnival Cruises. There ought to be some security measures in place to keep people from being able to purchase tickets with stolen credit card numbers. Now I'm dealing with all the headache of getting my card replaced and letting all the different businesses that withdraw monthly know that I have a new card number. I'm very careful about my card security and this should not have happened.

booked 7/8/22 # C1W4X0 cancelled, assigned room did not want , booked room we wanted as few left ,the same night.tried to call to change rooms but was late at night. Called first thing next morning and cancelled .Booked #C1W9N8...the one we wanted, was not told when cancelled first booking it was non refundable...we have been on nine cruises and have never had any trouble... very disapointed...

I am scheduled for a cruise to Bermuda from NYC on today, 7/14/22 and unfortunately, I tested positive for COVID. I received my PCR results on this morning. I called Carnival and was informed that a full refund is not offered. Please see attached test results verifying that I have COVID. I am unable to travel. Your assistance with this concern will be well appreciated. I can be reached at [protected]. Thank you!

We went on Carnival Sunrise, leaving from Miami on April, 14-18 of this year. I have no complaints about my cruise experience, we had a great time. My disappointment is with the way the lost and found department handled my problem. I forgot my sunglasses right on top of my room cabinet. I noticed I did not have it with me as soon as I walked out the port. I came back and spoke with several port employees and they all told me that I just needed to make a report and Carnival will contact me and return my sunglasses. I filed a report as soon as I got home. I gave all the description and exactly were I left them. The answer to me was that my sunglasses were never found. This worries me because, I did not leave this item somewhere in the floor in any hallway in the ship. I left it in my room on top of my dresser. Forgot to mention that my sunglasses have prescription lenses that I need to be able to drive. How in the world my sunglasses could not be found? This is very sad.

Thanks

I purchased an excursion for my family. I then found the exact excursion for less with another vendor. I filed under Carnivals price match and have called 4 times spending almost 4 hours on hold. They have told me that is not an exact match but the excursions are exactly the same. Carnival arranged for a different time because of their own port times and are charging 64$ a person more the excursion and refusing to honor price match. The department which handles this went as far as sending me an email telling me they do not talk to customers and that I could only email them. This is for a cruise on 8/6/2022

I Diane Ross traveled on the Elation on July 7-11 from Jacksonville, FL. Once abroad we were supposed to be credit $200 each for me and my husband because this was our third cruise with Carnival but that was not true. We were given 100 dollar credit. The booking agent told us 200 dollars for ne and my husband. My other complaint is the kids on the ship were running wild on every floor day and night. The kids were kicking and banging on doors. Didn't get any sleep at all the noise from the kids was unbearable. Was scheduling another cruise in 04/23 but after this horrible experience I doubt it.

I booked my cruise for 10/06 a month ago and we reserved flights on the fly 2 fun program thinking it would be easier. We were wrong! Our flights have been cancelled (i guess) at least it is what I was told. There is zero flight information emailed to me at the time of booking and nothing is showing up when going ti view our cruise documents.

So as anyone would I called customer service and was told the system was updating and to call back next week. So today 7/11/22 was one week later and still nothing, so I decided to call again and have been sitting on hold for over 2 hours with zero answers into any flight information, with a rude customer service rep, who has been absolutely zero help. All I want to know is how can I either get a refund or just God damn flights to this supposedly FUN vacation I planned and paid for.

We are in dire need to have a name change done on our reservation and past credit applied to our existing reservation. We’ve called for weeks and been on hold for 2+ hours each call, with no success. Customer service keeps transferring us to group bookings and they refuse to answer. I called today and asked to speak with management, and the representative transferred me to group bookings again, still no response. This will be our last cruise with Carnival. We’ve been with them for years, but this experience has been extremely poor and we refuse to cruise with them again. Our issue is still not resolved.

We ordered a metal print on out June 10th sailing aboard the Carnival Pride. We were assured we would have the print by mid-July. This print is for an event we are having on July 30th.

We did not receive any tracking info or a number to contact for assistance.

Craig Durham

[protected]@yahoo.com