Carnival Cruise Lines
Reviews and Complaints

Carnival Magic is a complete disappointment! The embarkation process is from HELL. The NYC embarkation is agonizing, slow and messy. The experience of a good vacation is completely shadowed even before embarking carnival magic. I traveled with 2 children under 12 and no one informed me I had preference to go on a different line. The embarkation took us almost 5 hours. First, I arrived to the pier left my 3 luggage. Then I was directed to go to pier 90. Wrong! Check in was happening at pier 88- red flag #1. After arriving to the correct pier (I know because of the long line out side the entrance). While in line, two ladies asked me if I have a boarding pass, (again no no one told me I didnt need to stand in the second long line inside the pier because I was traveling with children). Once I got inside to check in, there was another long line (#2). It took us almost 2 1/2 hours to pass though. When I finally was my turn to do the questionnaire, I am told to stand in another line because the children (again no one told me before, I was supposed to go straight to the 3rd line and completely avoid the first two, plus the was zero signs direction customers where to go. A com) need an exception form or something. In the 3rd line, I was I waited another hour to get seen. Then the person, tells me, the kids needed to be covid tested by the carnival crew and with the amount of people waiting, they will not be able to provide test result before departure. My booking got cancel. I requested to talk to a supervisor, and she told me in a rude way. If I hadnt been there earlier I would have make it on time. I said I was there by 12pm, and no one told me in the 2 lines I stood prior to this that the people with children needed to come straight to this line. The lack of customer service. I said there is no signs directing people and the two woman outside did not communicated that to me!

Please do yourself a big favor and DO NOT cruise with Carnival which is a magic from hell. Try other cruise lines lines like Norwegian or Royal.

ANGRY and soulless Customer service

The worst embarking experience

A lot of people in the embarkation process for such a small ship.

Lack of staff made it a nightmare to board the cruise

When Booking my Last cruise which was on the Carnival glory Feb. 27 2022, I was told under the Promotion That I booked under that in the Casino, me and my guest had free drinks while playing. On the cruise, I was told neither me or my guest had free drinks. I contacted guest care numerous times, only to be told that my guest wasn't supposed to be included, which is not what I was told at booking and since I had bought the Drink package I wasn't really out of anything. Guestcare is really helpful when you are booking but after you have paid it should be called guestdontcare. I would have thought I should either get the drinks for me and my guest on my next cruise, or at least a 1 catagory room upgrade. I have booked with Carnival 8 straight years .The only people that have tried to help me with this issue has been the casino staff, they at least were apologetic! I currently have 1 more cruise already booked and paid for on the extasy for Sept.12 2022, so i'm not going to Cancel it, but that will be my last cruise with Carnival! I will return to NCL. I have always been happy with Carnival but to me this is not how you treat loyal customers.

While on board the use of Marijuana was everywhere. People in the smoking area started smoking before we even left Alabama.

But my major complaint was that our cabin smelled of Marijuana everyday and at times it was overwhelming. Our clothing in the cabin even had the smell on it. I or my husband went to guest services multiple times daily and had security and the cabin Stewart supervisor come to the cabin nothing was done until the last day when a small machine was placed in our cabin for 2 hours to filter out the smell. It was a temporary fix because the next morning the smell was back. They treated us to steakhouse selections for dinner, but that didn't take the smell away from all the days we had in the cabin throughout our trip.

Topping it off I've emailed and called post cruise guest care multiple times and still yet to have a call or email

Booked a cruise back before the vaccine requirements , cruise was getting close

so I called and verified what the requirements were and was told we must now be vaccinated , we are not interested in that, so i canceled and was told no refund on the $198.00 deposit . we have sailed with Carnival in the past and it was great but if deposit not refunded we will no longer be using Carnival . This will be over some day and there are other cruise lines.

Booking #L33TN3 @ L33TN4 Sailing Dec 3

Carnival Cruise Line,

I am writing this letter to show my displeasure in the dealing I had in the casino on board the Carnival Glory on our recent cruise. My son Ian Firestine (Room #6350) noticed there were credits on the machine which he had played on a regular basis while on the cruise. The game was called Cash Vault? You had to place the key inside the slot to win the money. Thinking the credits were left to be played being the last day of the cruise or as a bonus due to the amount he had played, or someone had paid it forward as we had done in the past, he began to play them. Sometimes he would use his room card and others he would use cash. During the time we have an issue with is this time. When playing he missed several times. After several misses he finally won. Several more misses and he won again. This happened a couple of times more.

There were 3 other people watching him play with one of them being a casino employee. As he began to win, he had placed the money in his pocket. The last of the winnings did not fall the rest of the way down so he had hit the button for service. He had to do this several times. Another employee came up to the first employee who was watching him play. After a brief conversation between the two employees, they informed my son that he was unable to have the last stack of money that was caught and would not drop due to the machine malfunctioning. There was no further discussion between the casino employees my son. He had placed the $8200.00 he thought he had won in his pockets and took it to his room to place it in the safe. He had photographed the stacks of money.

As he began to open the stacks of what was supposed to be $2500.00 there was only $1500.00 in the packs and instructions on how to collect the remaining money. Following the instructions on the notes, he went to the Customer Service desk inside the casino. My son was informed that the casino had to confiscate all the money as the machine was malfunctioning. He was told he had to speak with the casino supervisor who is only available at 9:30am. After hearing this he came to speak with me and asked me to come with him to the casino to get this figured out.

I walked with him to the casino to speak with the casino supervisor. We were informed we had to come back at 9:30 so we could speak with a supervisor. As we were getting ready to enter the elevator we were flagged down by another supervisor of the casino and were told that she was there and ready to speak to us. We went back to the Customer Service desk again and the manager came out and spoke with us. She had informed us the machine was malfunctioning and they “knew” about it and that we had to return all of the money. I had asked why there was no sign on the machine stating it was out of service, or why it was not unplugged? The supervisor stated the employees were doing other things inside the casino. The supervisor was also informed one of the employees was watching him play. She further stated that the machine was on “Demo” mode and the machine would always go directly inside the key hole. My son tried to explain to her there were several times when the key did not go directly inside the key hole and that it took several attempts before he actually won. He stated he had witnesses to prove what happened, it fell on deaf ears. The supervisor stated that was impossible. She further stated that the key would go directly into the slot without any directional assistance from the player. The witnesses I spoke to stated they had seen him have to guide the key to the right spot.

I had asked to see the report for when the machine began to malfunction. I wanted to know the time and full details. I wanted to see it in writing as I figured this was wrong in so many ways. The supervisor stated she was unable to run a report and that it was probably erased. The conversation moved towards me telling my son to go and get the money and bring it back down to the casino, which he did because I wanted to make sure it was on camera that he had returned all of the money. This money which in reality was his money since he was allowed to walk away from the casino with it. But with us being honest people brought it back even though we did not think it was correct which I informed my son that I would be in contact with the main office to file a complaint when we return home. When asked if my son would be getting anything for returning the money the supervisor stated she would not be giving anything to him. After some more discussion and how this money was actually his and that I would be calling the main office, she then changed her tune and offered to give him $ 200.00 which I consider a slap in the face. I had informed her she could raise the amount he should receive due to being honest. The most they could have offered would have be at least 2500.00 but she said that she would only do $500.00 and maybe some free play for the times he used his card. I asked what about the times he played just using cash as he did not want the big charge at the end of the trip which she stated only the times he had used his card.

I think this matter needs to be checked into as I for one along with the rest of the 16 people we had as a group on this cruise feel my son was given the raw end if the deal. I have spoken to some of my friends about this situation and was informed to contact legal advice, but I am the type of person who would like to work with your organization to get this ironed out before it would get to that point. We all know he could have just kept the money he had and not returned any of it. But the honesty in our family did the right thing and came back to speak to the supervisor.

I find this to be unusual due to the following circumstances.

1. If the machine was “Malfunctioning”, why wasn’t it unplugged immediately and an out of order sign be placed on it?

2. If they knew the machine was “Malfunctioning” why did the employee watching him play continue to allow him to play the credits on it?

3. Why did they not take the money at the time the casino employee seen him win? Why did they let him walk out of the casino?

4. Why did they wait till he came down to collect the rest of the money to tell him that he had to return the money?

5. Why are we not allowed to see the report on when the machine actually “Malfunctioned” Was it deleted so we could not prove them wrong? Why am I not allowed to see the report? I know there is a report.

6. Is the casino trying to make up some money for what they were giving out to the passengers this week?

7. If the machine was malfunctioning, why was it still so hard to win? The casino supervisor said that it was being guided by itself and not by the person play. Witnesses stated that he was controlling the key, not the machine.

8. What would have been done if he did not want to hand over the money? The only reason we handed it over to the casino supervisor is due to our family being HONEST.

I feel like the casino is trying to cover some of their mistakes up and to me are committing fraud. I also feel like I should be contacting a lawyer to check into this situation as to see if there are any legal grounds that we would have to stand on. But like I said I would rather deal with this before it would go to those extreme measures. What kind of business is Carnival Cruise Line running?

As a person who has traveled with your cruise line in the past, I am moving towards to telling our story to the public through social media on what this cruise line had done to our family.

As I stated earlier, I would rather deal with this in person. I would appreciate a phone call from Carnival Cruise Lines so we could discuss this person to person. But as I tried to call and the message stated it had to be in an email.

My name is Robert Firestine. I can be reached by calling [protected], or by email which the email address is [protected]@comcast.net. I am looking forward to speaking with you in the very near future through either by phone or via email.

Thanks in Advance

Robert Firestine

Kajuan

Attachments

Wed, Jun 22, 3:44 PM (3 days ago)

to guestcare

Hello my name is Kajuan Smith. I have cruised with carnival multiple times as well as 2 other lines and the experience and treatment I received on Freedom this last cruise 6/16-6/20 has been the worst experience I've ever had in all my years of traveling. I spoke with guest services about 2 of my complaints and the original person I was working with was friendly and tried to help because she was the one that told me to go to bar to purchase cheers and bubble packages that was advertised at guest services when she got manager of guest services whos badge said Bojan he was beyond rude and unprofessional. He tried to intimate me he talked to me like I was trash even after showing him video he said ol well. hes the manager then he refused to help me. I felt scamed out of money for the issue I was addressing and scared. my kids was afraid to even go to guest services when the badges started peeling to get new one because of how he treated me and acted. I spoke with other guest and was told Bojan treated them the same way. That was the worst experience ive ever dealt with and i. m a nurse and come in contact with hundreds of people. My family have a birthday cruise we planned for August and my kids dont want to go because they are afraid of same treatment and my fiance refuse to spend another dime of his money to be treated as we were.

On 6/20/2022 I place an order for the following, as a gift for a guest on board Carnical Breeze (June 20 - June 25 2022.

Happy Birthday 9 inch Cake - Vanilla

Booking Number: W93FX5

I was expecting the cake to be delivered on 6/21/2022, on the day of the individuals birthday

(6/22/2022 7:12pm) - I talked to customer service and they explained that due to the time I placed my order (6/20/2022 at 7pm) the cake didnt get delivered on 6/21 but would be delivered on 6/22 (24 hrs after the order was processed). During our discussion I let the customer service agent know that at the time of my order, the order details stated that the cake would be delivered on 6/21 and did not mention anything about the time of when the order was place would determine the delivery of it. I requested that they provide me confirmation the cake would be delivered by EOD 6/22, if that was not going to be possible, I wanted to go ahead and cancel the order and receive a full refund for the order. The agent let me know that she would confirm this and give me a call back. After that call I did not receive a call back.

(6/23/2022 7:59 pm) - I talked to another customer service agent, Christian, communicated the cake had not been delivered and requested that at this point I just wanted to go ahead and receive a full refund. He let me know he could not do anything about and I wouldnt need to go to customer service myself or have the guest on board go to customer service to figure out what happened and request a refund themselves. I explained that this was a gift from me and I did not think it would be right for me to have them take time our of their vacation to go figure out what happened, specifically considering I had ordered it as a surprise for the guest, which was also clearly stated in the order form. I got transfered to another department after Christian communicated via email/chat with his superiors and no one could provide me a response why the cake was not delivered. He did let me know that given that the ship was still out at sea they could not give a refund, which I was not very happy about because if I can place an order online or through the phone even after the ship has sailed out why couldnt I cancel the order through the phone. I revisited the terms online as well as my receipt and nowhere is it stated that refunds would have to be done in person or after the ship has returned. Note it does state that orders are accepted up to two days before the end of the cruise. I ultimately did let them know that if they couldnt confirm the cake would be delivered, I didnt need a refund, but I didn't think it would be right if they kept brushing me off and not providing me confirmation that my order would be fulfilled and still expecting me to be okay without receiving a refund. And again, at the end of the call, the individual Christian transferred me to, requested my contact information and promised she would call me back the next day, not later than noon to provide me an update and no call once again.

6/24/2022 (3:03 pm) - I talked to another agent and explained my situation, let her know I talked to the previous individiuals, she stated she wouldnt know what they said because she didnt know who I talked to. I pointed out that given that shes at a call center, I would expect their process to require them to take notes, which then she noted that yes she has notes but would still not be able to help other than providing me emails. At this point I explained that I was fustrated and requested that instead of an email I get a number to call but she explained that there is no number just email and at that point I just no thanks.

The cruise ends tomorrow, its now been 4 days since I placed the order, it has yet to be delivered, I have yet been able to receive confirmation that it will be delivered or an explanation as to why it hasnt been delivered, and still I cannot even request a refund until after the cruise is over, although I have paid and the charge has been processed.

I was supposed to do a cruise with the Horizon ship in December (booking number M64HQ7) but the trip was cancelled last minute by the Carnival Company as the ship had technical issues.

The cruise amount was fully reimbused. However, I completely lost 2K USD of the flight.

Carnival told me that I could have booked another cruise in 2022 for free (i.e. paying only taxes) using a Future Cruise Credit (FCC).

In March, through the contact center, I booked another cruise (booking number V77WX2). The person at the call center (Ms. Sharon Stevens, extension 82727) asked me to pay approx 1K USD (489 + 510) and she told me that she would have asked for the activation of the Future Cruise Credit so that I would have received back my money.

At that time, inquiring the Carnival web site, I was able to see my booking V77WX2 active.

After two days, the booking disappeared and I have not received any feedback about the cruise and I have not received any money back.

Hence, I completely lost 1K USD.

I think this is really unacceptable; I'm here asking to have my money back.

my name is daniel and my wife marie have been cruising going on nearly 200 days ..my april 10th cuise was ultra and i was over looked due to agent putting wrong member number so i was not included in the festivities. we leave out of new orleans alot. i'm getting more from rcl but not from carnival. this year only one carnival and i have received 3 free balcony rooms from rcl and i'm using them.

Myself, husband, eight children and mother in law are currently on the Carnival Dream. Today 6/3/2022 at about 3:30pm shop time my children were verbally attacked by two other “adult guests” my children are ages 8-12. These adult women threatened to throw my children overboard and fight them. Their exact words were I’ll throw those little motherfuckers overboard”. I asked the women what had occurred for them to talk this way to kids. They explained to me that they felt like my kids were laughing at them due to their weight and one of the ladies wigs. I first apologized if they felt my children were making fun of them and also told them that I would appreciate if they would have talked to me prior to verbally assaulting my underage children. The women proceeded to then attack me and my children verbally! They told my children and myself they would “beat the [censored] out of us, throw us off the ship and also said once we’re back in Texas they were going to shoot us. I located an employee and asked him to call security. Upon security’s arrival the women were still belligerent and yelling obscenities and making threats of what they would do. Security said the ladies were being uncooperative but would take both of our statements. Security advised is the ladies made accusations that my children said they would jump them(not true). I asked security to take statements from everyone around. The women caused such a ruckus before security arrived everyone on deck 10 aft were visibly upset and asking for the individuals to be escorted away. While getting on the elevator another passenger asked security can they please take these ladies away from the deck due to the issues they were causing. I have asked to press charges once we dock in Galveston but am still super upset at how things were handled! The fear my children have due to this is ridiculous! They are now afraid and looking over their shoulders every few mins. I understand we are in international waters and laws are handled differently but I expect Carnival to be able to properly handle aggressive, belligerent and unruly passengers in a better manner so that victims feels safe. I would appreciate if someone please contact me in regards to this issue. My two cabin numbers are 1392 and 1396 on Carnival Dream. 5/29/22-6/4/22 out of Galveston, Tx.

Hello, my name is martin, the carnival booking w77kl2/majors- the date 06-11-22) Saturday- around 3:15pm) We've gotten from the Florida airport and the excitement around us, I Martin, my daughter and mother we waited to grab are baggage and knowing that the time we have need to move forward to the Carnival Cruise line destination. The time was 2:45pm now have to get an Uber, now the excitement gets more closer and closer, finally arrive. Time now is 3:00pm. Check in begin, personal boarding pass, and most recent covid test prior to board. None of us had a most recent covid test, now we have to take a covid test will take an average about 10 to 15 minutes, we follow the Carnival representative to third floor-for the final check in, representative asked for boarding pass, and birth-certificate, my daughter and mother have birth certificate, and I accidentally picked up my daughter birth-certificate from my file cabinet, the birth certificate have showed my full name. I had overlooked. Please refund my mistake, I have miss out on vacation fun Carnival Cruise line. I would love to come back and board the fun ship. Thank you again.

We were denied entry at Long Beach today because my two-year-old grandson didn’t have an exemption. We even had negative test results for him. After asking twice for a supervisor, we were then told “now it’s 10 minutes too late to get the 7-year-old’s antigen test” and there would be no refunds. Very shady. Feels like theft to us. Customer service said both the manager and supervisor we spoke with were I’ll informed, but still want to only refund our fees. This is criminal when we were not in the wrong! Several other people were also denied entry today. Nobody would even look at what we were try to show them on their own website regarding 2-year-olds and Carnival’s policy. They scammed the wrong two women today. We will continue to share our experience until we are fully compensated the cost of this cruise for two adult and two children.

I have done so much and no one has called or @* phone # and $ 1/2 Weeks of Calling you and not one thing back from you yet, We were gone from May 17 to the 26 and we got off the ship and was getting are bags one was gone they looked for it for about 1 hour at the Pir 91 in Sea/Wa and no one could fine it we Fill out The Report there and no one has let us know anything yet I was Going on a other Trip but not sure yet if I will or not I hope some one can call or give as something about this would be nice

I cancelled a cruise July 2021, today June 2022 I still have not received my gift card refund for that cruise. I have called every month about this speaking with different people and everyone sends an escalation email to the department. I was told that if the email was not sent by a rep in the correct format then gift cards dept will not give me my refund. I spoke to Melissa in particular who told me that she would send the email in the correct format and follow up with me. Its been weeks and no follow up. Today, I spoke with a new agent who was able to reach Melissa for me. She came back to the line and told me that she had reached Melissa and that I must keep waiting. I asked if I could speak with a supervisor but the agent transferred me to Melissa who was very rude and nasty with me. I asked Melissa if I could speak with a supervisor because I felt like she was dismissive. She laughed and hung up on me.

This is regarding our cruise on Carnival Spirit from Seattle to Alaska, departing on June 9th, 2022 and returning on June 15, 2022.

We had to endure a transgender man dressed in vulgar and indecent clothing the entire cruise. This individual was never confronted by any officer or security on board. We personally witnessed this many times during the cruise, so much so the crew even allowed the photo crew to take formal and casual photos of him. He performed disgusting dancing, twerking, and removing part of his clothing. There were children present on this cruise and witnessed his behavior. He was allowed in all dining venues dressed in fishnet stockings, short shorts, bra and garter belts. Openly, stating he was on the cruise to have sex with males or females. No area was off limits to his consistent attire he wore, his indecency and crude behavior should not have been allowed.

I understand it is “pride month” however, individuals need to understand there is a level of decency one should uphold when in a public environment. Ones choice of gender does not preclude or exempt them from acting appropriate in public settings. A company should enforce standards across the board and not allow such behavior.

Myself, and cruise companions were disgusted by having to see this behavior everyday of the cruise. Our cruise was not enjoyable due to this individuals behavior and that of the staff of Carnival not enforcing the dress code and condoning inappropriate behavior by this individual. Twerking and stripping off what few clothes one had on and grinding on the rails as if he was in a strip club and exposing his male body parts that couldn’t be covered because the clothing he had on was not enough to cover his body is literally appalling!

Carnival needs to remedy our cruise and they need to enforce a standard of decency and attire that should be maintained at all times and by all sex’s and/or genders. Public indecency and this behavior should not be witnessed by minors or families who are lead to believe that Carnival is a “family friendly” cruise line.

I wish I could give positive feedback on our cruise however, this cruise was subpar on so many levels, from extremely long food lines, food arriving late and cold in the dining room. The cruise ship was dirty and no COVID processes we’re in place, yet a mandatory COVID test and people were allowed served them selves food and they allowed people to fill their own water bottles. No levels of safety put in place.

I would like to discuss this matter and share photos of the individual to include photos of the individual taken by Carnival employees and on display in the photo area. Someone at Corporate needs to address this incident and how they will not allow this behavior and this type of clothing to be worn on board in the future. families, beware of the environment and behavior that Carnival is allowing. #carnivalspirit #carnivalcomplaint #carnivalcoporate #carnivalcruise

Claim no. 22CCL03212

We had to cancel the cruise starting from Tempa on 2Nd may. Within 48 hrs of making reservation because of personal reason.

One of the member of group of for had Simpson of Covid and her spouse was not ready to travel with this. It may affect the whole cruise trip.

I got part of refund but they deducted almost 200 per pessenger (Group of 4 members)

Finally we got only FCC OF 225 $.

Which is valid 25 th may 2023.

As will be going to India in first week of August

and will not be back till end 2023.

I request you for full amount of refund of 400$ and not only 225$.

You may allow to use my partner this amount along with his amount.

Give

Thanks

Bharat Desai

[protected]

GRPR-ss-PA-[protected]-2 CARNIVALPARADISE 05/16/2022

V68BW8 R115. Still May 25 2022

I have emailed and contacted, used online forms, Multiple time, guest service, past guest, ccl department, online and other emails, with no response, i have completed/return all information requested from them, with what i have paid, suites and rooms, number of days and trips i have taken, I should show diamond level, for your records,

incident number [protected] and [protected], [protected], [protected]-000426 and more case filed with carnival with no resolutions

I started this in march, april and may, now we are in june, 2022

my profile [protected]

We have been cruising Carnival for just shy of 30 years and after this last cruise, we probably will never cruise them again! I have a set of pearls, pearl bracelet, set of pearl earrings and set of pearl and diamond earrings that came up missing. I turned in a missing item report and no real response. Add to that the fact that we never received a copy of our vacation protection policy and can't get a response from Carnival for that either after numerous attempts. One thing they have done, however, is delete almost thirty years of cruises and put us back to never having sailed with them before. I used to own a travel agency and if I experienced anything like this at that time I would certainly advise people not to cruise with Carnival. WHAT is going on? I am furious right now at the lack of customer service and support from Carnival. I would greatly appreciate some help from Carnival!

Booking #T91GX0

Carnival Sunshine

May 14, 2022

My problem relates to the verall expericince with trying to get a simple question answered. How can i get someone to call me to discuss something on an upcoming cruise in July out of New Orleans. Your phone service is pathetic because even after requesting a call back i had to wait 10 minutes after i was connected. When someone did answer the phone, she was not the right person and her attitude was not helpful. My expericence with Caniival this far has been very poor and i would like to discuss the issue with someone.