Carnival Cruise Lines
Reviews and Complaints

I sailed on the Carnival Breeze, it was suppose to be a 5 day cruise, from April 30th to May 5th, Carnival changed it to a 4 day cruise, sailing from May 1, to May 5, 2022. I have not been refunded for the day Carnival took away. I was only refunded the port fees of $17. I purchased a Carnival excursion for $100. The excursion was suppose to last from 9am to 5pm. Carnival said there was a delay and change the time from 9am to 11am. Carnival transported me to the beach the excursion was on, we arrived at Noon and Carnival transported us back to the port at 2:50. I only attended 2 hours and 45 minutes at the excursion. I am unvaccinated and exempt. Carnival said for safety precautions I would have to take a covid test upon entering the ship and back from Mexico, which would be a charge of $150. I was only tested getting on to the ship. I was not tested coming back from Mexico. I would like half of my money back for the covid test being carnival lied and put everyone at risk. I was not testing coming back. I would like half being they did test me getting onto the ship, but not returning. They say they follow CDC guidelines and that is a lie.

Hi, I booked a cruise with Carnival (as I’ve done several times in the past) for the Carnival Elation - 5-day sailing on 12/21/2020 (F*****). It was to be a family trip for the Christmas season; however, it was cancelled due to the pandemic. When we contacted our vacation planner – Christina Mabaquiao - immediately after the cancellation about refunding the deposit, she urged us to reconsider. She offered us the option to keep our deposit to use for a future cruise booking and also compensation in the amount of $300 of onboard credit for our next sailing. We originally declined but she was insistent and told us that it would be a bonus for future sailings. She gave no timeline for use and said it could be used on any future sailing. After we finally agreed, she told us to contact her when we were ready to book our next cruise. She was also assisting my sister with postponing her cruise (she was booked for the same sailing). My sister also received the compensation offer. However, my sister was able to rebook her cruise for August 2021, but it was cancelled again. She rebooked for December 2021 and was able to use her onboard credit effortlessly, using the same vacation planner to assist with both bookings. Christina also attempted to book us on the same August 2021 cruise (N*****), but we were unable to go due to reduction in work hours, normal pandemic issues and my new pregnancy. However, Christina confirmed that our deposit and onboard cruise credit was still viable when my sister booked her December 2021 cruise as we wanted to keep the promotion despite money being hard.

Finally, after giving birth to my son on April 8, 2022, being fully vaccinated and being financially stable again, my family and I decided to plan a new cruise for the 2022 season. I contacted Carnival via phone on April 25, 2022 in order to get some assistance with making a new reservation for myself and my family. Despite the crazy long hold time, I was able to speak with a representative who was not very helpful. She was unable to get information about the onboard credit and kept me on hold for a total call time of 1 hour and 18 minutes and 45 seconds. The call ended with no resolution and I was disconnected from the call after receiving no response from the representative. I was finally able to retrieve Christina’s cellphone number (she provided it to my family to assist with booking future cruises). She told us that she was no longer with Carnival, but provided us with another representative (Daniel “Dan” Eckler – ext. 82361). We played phone tag with him for a while. I attempted to contact Carnival again while we waited for him to contact us back. I was able to get connected with someone before again being disconnected while being placed on hold for a lengthy time to “retrieve some information”. Dan contacted us back. We told him that my family and I wanted to go on the Carnival Sunshine July 23, 2022 cruise from Charleston. Most of the family had already been booked, but we wanted to book our room with our deposit and to confirm the amount of our onboard credit (my sister confirmed $300 was what she received and we wanted to confirm that). He informed us that the “promotion” had ended in March 2022. I became frustrated because I had received no correspondence letting me know that there was a deadline, especially since Christina had told us it would be available for our future cruise. Dan, though he attempted to be helpful and was polite, appeared to dismiss the concern and just disregarded my comments. I reviewed my email and again confirmed no email was sent via Carnival (despite any past cruise confirmations coming to my email easily and continuing to come to this day). I requested to speak with a supervisor and he agreed. After a very lengthy hold time, Dan returned to the call and reported that the supervisor he spoke with had said nothing could be done. I asked to speak with the supervisor and he mentioned that she would say the same. I was adamant as I simply wanted to get clarification and provide additional details. After some time, I was connected to both Dan and the supervisor. The supervisor was immediately defensive (to my confusion). She continued to talk over me, insult me (by saying that people often forgot about cruise credits) and then dismissed my comments without any empathy or request for additional information. She was impatient and rude, despite her supposedly holding a position of authority in a customer service-heavy business. I attempted to contact Carnival again on May 2, 2022 to complete my booking and to attempt to contact someone in customer service/guest relations. I booked my cruise and asked for the number to Guest Relations. I was told that the number is not given out and instead she would have to connect me. I agreed and thanked her. She told me to hold and then a survey came on (which I completed) and the call was disconnected at completion. I attempted to contact Carnival again shortly after, to a very long hold time, and was connected to a representative and requested the guest relations again. She agreed and again I was put on hold and then disconnected.

I continue to be upset about missing out on the onboard credits promised to me in 2020 at the beginning of such a confusing and chaotic time caused by the pandemic. I understand that communications went out, but I can completely confirm that I, nor my husband, received any type of communication of the sort. I would never miss an opportunity like that and would have initiated plans earlier had a deadline been identified to me. I am requesting some type of contact from Carnival. I and my family are long-time Carnival cruisers and have been adamant about sharing the positives about cruising on Carnival ships. This entire instance has been disheartening. I find the lack of communication, empathy and customer service to be appalling. Especially as all other interactions prior to this have been so genuinely positive. I am hoping to be able be able to get someone to reconsider, so I can utilize my onboard credit to have an amazing time with my family who have, like many others, been affected so deeply by this pandemic and isolation over the past 2 years. Thank you so much in advance to whomever receives this and responds!

The Wilsons

Hi my name is Richard Beers. VIFP#[protected]

I had a cruise booked for June 24, 2022 for three days. Booking number was R65RWO. It was just for myself. On Jan.21,2022 I called to change the date and add my wife. So I called and booked a new cruise with the same booking number on Apr. 4, 2022 for May 6, 2022 for 3 days and was told I would owe $376.83. I agreed and assumed they were going to bill my credit card as always.

We had a family emergency and I called to change the date of the May 6, 2022 cruise for later in the future or a credit. The lady I spoke with was Susan Standish

and she told me the cruise was cancelled due to non-payment. She said they tried to reach me for payment but was unsuccessful. I didn't receive any phone messages or text. In fact they were sending me emails regarding the cruise all along, nothing about it being cancelled. She told me to send a email explaining the details so that I can receive the $300.00 penalty they charged me. All we want to do is book another cruise. It wasn't our fault that it wasn't paid.

If you go back and look at all of our cruises you will see that it always goes on our Mastercard on file. We have always paid as promised. Please advise.

Sincerely,

Rick Beers

[protected]

Direct Management

Your Property Management Connection

My wife and I are celebrating our 40th anniversary and decided to take a Carnival Cruise to Alaska on May 10, 2022. We bought a shore excursion for $285.98 and the Value Internet Plan for $81.60 - total $367.58. My payments include $200 on board credit, $119.18 in gift cards, and $48.40 credit card. The payment was made online and received an error after clicking the "submit payment". The error negatively affected me. It drained my gift cards ($119.18), reduced my on-board credit by $81.60, charged my credit card $48.40. I did get a email saying I received my Value Internet plan, but not my excursion! I've spent hours on the phone with Carnival without any resolution. On 4/28, I spent 4.5 hours on the phone with them. They said they would have it resolved on Friday, 4/29. It wasn't. Call them back and spent another 4 hours on the phone. They said they would have it fixed on Monday, 5/2. It wasn't again. I want my shore excursion that I've paid for.

I made a reservation for August 2020 departing from San Juan, Puerto Rico paying $200 dollars in deposit for me and my husband. Covid hit and everything was canceled. Carnival offered us a credit to use in the future and so we hope to use it in a future cruising. I made a new booking before March 31st 2022 departing from Florida at the Carnival Mardi Grass leaving 06/25/22 #V66LQ9. I had $600 in credit offered by Carnival and $200 more towards a new booking for going to a Marriot Timeshare presentation. It was applied to the booking with no problem. We were happy and were expecting to make final payment to depart from Florida.

The payment was due on march and I never received a reminder for due payment or notice of cancellation from Carnival. I found out because I went online to verify my reservation on the Carnival website and make a payment I couldn't find it. When I called to ask what happened I was told it was canceled that full payment was never received that I had lost all the cruise credits and that they were going to try to re-book it. They had me waiting on the phone for more than 45 minutes and all the sudden the line got disconnected, when I called back it said Carnival offices were closed for the day. They only sent me an email to make final payment the same day. I did not do because I was not explained the new cruise rate. Next day I received a notification by email requesting payment for this booking two times. I guess this time I have to pay more and since no credit were given Carnival remember to send a notification.

I called the day after to follow up and was told they can only give me a new cruise rate with no credits that I lost all of them and that if I wanted more help, I needed to talk to the resolution center. I agreed and said OK transfer me to the resolution center. After and hour on the phone waiting the person talking to me told me that she was reading the notes that she will get back to me, all the sudden all I hear is the that I got disconnected one more time. I did not get to hear from the resolution center nor called me back to ask me if the matter was solved.

I called again on 05/02/22 to try to finally re-book a future cruise making use of my $300 deposit and I was told that they could not do anything with the booking that will have to transfer me to someone else. I explained that I have not solved the issue because every time I have tried to do so someone hung up on me and did not consult me or explained the procedure to get my deposit back or use on a future cruise.

JUST BE AWARE IF YOU BOOK A NEW RESERVATION THEY WILL HAVE SOMEONE TO HELP YOU INMEDIATELY BUT ONCE YOU HAVE MAKE THE RESERVATION AND YOU NEED HELP WITH ANYTHING ELSE THEY WILL HAVE YOU HOLDING IN LINE FOR LONGER PERIODS AND/OR NOT HELP YOU AT ALL.

IF YOU ARE LOOKING TO TALK TO SOMEONE, THEY WILL HAVE YOU WAITING MORE TIME AND DISCONNECT PHONE CALL WITH NO REGRETS LEAVING YOU WITH AN ISSUE NOT SOLVED.

IF YOU HAVE ANY BOOKING WITH CREDITS BETTER MAKE THE FINAL PAYMENT ON TIME DON'T EXPECT ANY FUTURE NOTIFICATIONS THEY SIMPLY WON'T DO IT. BUT IF YOU OWE THEM MONEY WITH NO CREDITS EXPECT NOTIFICATIONS FOR SURE.

I AM NOT PLANNING TO CRUISE WITH CARNIVAL AGAIN. THANK YOU CARNIVAL!

I booked a cruise on Norweigen and due to misinformation I was not able to make the cruise. I cntacted customer resolutions and the agent who booked the cruise and flight to Barcelona Spain. I called agent named Latoya and left a message 10 days ago and have not heard from her or the resolution people who I also contacted on the same time, I have booked several cruises with your line but unless I get resolution on this issue I will never cruise with any lines owened by you.

I have three cruises coming up and have taken several and plan to take many more. I received an email saying check for reduced rates from Carnival.

So i got on the Carnival Site and saw that the exact same 7 day Cruise to Alaska from Seattle, WA on Spirit on May 2 - May 9, 2023 had dropped to $464. Our rate was $664, so i called Carnival Customer Service 5/1/2022 Called at 4:00 pm spoke with 1st rep. She kept putting us on hold, it was like she was trying to pass the time so 5:00 would get there. Finally like 15 minutes before 5 a lady named Kayla who said she was with Resolutions came on. She did absolutely nothing. I offered to email her the screen shots of of our info and the rate that was on the site for the same exact cruise we were taking, with a time stamp of 5/1/2022 at 4:27 pm. I saw it at earlier but I figured I better screen shot it. Thankfully I did. So, after they kept us on hold forever and came back on surprisingly, the prices changed before 5:00 according to the lady. She said if I can’t see it, I can’t change it. The lady we were talking to said she couldn’t see it either which is weird, how was I able to see it and screen shot it if it was not there at 4:27 pm on 5/1/2022? Then I called today 5/2/2022 9:38 am so far been on the phone for an hour and 25 minutes and I have gotten the same run around. Carnival knows this price yesterday was $464. They are sending me to Resolutions again. Which again was no help. All of my proof is below. I did not make this up. Prices were supposed to be good through yesterday 5/1/2022 and Carnival did not close until 5:00. I was on the phone with them from 4:00-5:00 and I snapped the screenshot at 4:27pm on 5/1/2022 and today 5/2/2022 from 9:38 am to 11:34 am with no help. If you need any further information, please contact me. [protected] or paula.[protected]@newmarket.com.

V68ML5, Room 6177 Victoria Clay & Vera Ellison and V68ML6,Room 6179 Paula Daniel & Victoria Simmons. I am very discouraged at this. All the cruises I have taken and all that I plan to take, if this is not fixed I will have to look into other options. I would greatly appreciate your help. I have always loved the Carnival Cruises and this is the first issue I have every had and I do not want this to ruin how I feel about your company. I understand you don't take screen shots but this is truly a picture from yesterday and it is date stamped as yesterday. But I am not lying. Your resolution team found it today and still refused to give it to me. Sincerely, Paula Daniel

We were booked on carnival horizon for april 16 2022. Flights were all cancelled therefore could not get to cruise line called and was rebooked on same cruise same booking no ect for june 25 2022 refunded were the excurisons booked for the orginial cruise for 409,94 also refunded was the happy birthday stateroom decor which I ordered and pay for 53.70 what was not refunded were the transfers for total of 71.96 [35.98 and 34.98] I called many times with no results because most of the calls were disconnected. Not very good customer service this will be our 6 th cruise on carnival and if no refund or results this will be our final one on your cruise ships please check into this and email me with results and confirmation of refund in credit card booked for the cruise booking no is m65hp5 same no for orginial cruise departing april 16 2022 names arthur and paula massa my email is [protected]@sbc global.net thank you

I recently travelled on Carnival Pride Panama Canal April 2-10.

Unfortunately our plane was grounded in At;anta.

Was traveling with a tour group of 76 people "Go With Joe"

We didn't board the ship until it's first port of call, Limon Costa Rica on April 5 at 6:30 pm( after much uncertainty, effort, sleep deprivation sleeping in Orlando airport, numerous bus trips [ 1 traveling through the night] )

I am requesting compensation for the #+ days we missed on this cruise.

Would like a free cruise in 2024

Thank you for your consideration in this matter

Sincerely

Katherine Skebeck

VIPF # [protected]

Booking # T21KK5

I won't normally go this route, but I'm at my wit's end, and hope to get a sufficient response to my issue regarding my missing Dreams Studio order.

Below is our booking information:

Booking #: M37GP4

Guests: Matthew & Andrea Schuch

Ship: Carnival Panorama

Sailing Dates: November 27, 2021 - December 4, 2021 (7 days)

Cabin #: 6294

We ordered 3 metal prints during this cruise worth $600, but have yet to receive them (nearly 5 months now). We have contacted Carnival and Carnival's contact info for the Dreams Studio but have not gotten any response to our missing order. In fact, we have only gotten 1 email response from Carnival ([protected]@carnival.com) asking us to contact the Dreams Studio, which we have done now 3 times over the past 3 months with no reply. Not what I would call "good" customer service.

My wife and I have been on numerous Carnival cruises and have enjoyed all our experiences, except for this one. At this point, I cannot recommend using this service, no matter how nice the pictures are.

We are booked on Carnival Radiance departing May 16,2022 Booking numbers T47GX5, T47GT3. We are a party of 9 including 2 people with an approved vaccination exemption. After reading the test protocol for unvaccinated guests on Carnival's website, I decided to ask for clarification. The only reason why I took so much time to find the accurate answer is because the two young adults would have been detained when disembarking for not being able to pay their bill. I spoke with three people, including two supervisors and got conflicting answers. Unvaccinated guest must take a covid test at embarkation. The confusion is that $150 will be charged to the sign and sail card. The paragraph is misleading in two ways. It states for cruises longer than four days and for back-to-back cruises. The paragraph is so misleading that three Carnival Representatives said there is no charge for the 4 day cruise. Only longer than 4 days and back-to-back. I continued to ask for higher supervisors and is only when I was told that was incorrect. After almost 3 hours on the phone, I was told that there is absolutely a $150 charge, and I am past the no penalty cancellation. It’s unfortunate that I had to go so far above and beyond to find the honest answer to my question. All three representatives that told me otherwise, read the paragraph with me while on the phone. This is only a four day cruise, so the $150 is almost as much as the cruise. When I asked them to look back in the notes, I was told that there were only a few conversations documented. Now seems suspicious that there is no documentation of the conversations saying there is no charge. The final representative with the Executive Resolution Team agreed that it is very misleading. If the website is so misleading to Carnival representatives, how are the customers supposed to know? So why are the passengers penalized for the false information given by Carnival representatives and misleading information on their website? Very disappointing Carnival!

on carnival magic cruise from 3/12/2022-3/20/22. went on excursion on 3/15/2022 french cooking class in St Maarten was unable to eat the food we prepared because of unsanitary conditions. i am requesting a complete refund of 129.99

About 6 weeks ago I received an email from Carnival offering me an upgrade from the 3rd deck state room (with a window) to an 8th deck balcony room for

$256. I took them up on the offer. We are part of a group that consists of 12 people, so we have 5 rooms in total (all together on the 3rd deck) About 2 weeks ago, the rest of our party received free upgrades to the 8th deck balcony rooms. I called to find out why I had to pay for the same upgrade that was given for free to the rest of our group. I was inquiring about a refund of the $256 I paid for my upgrade. I spoke to 3 different people at Carnival regarding this, and got different answers from each one. It was all speculation from them as to why this occurred. Bottom line, I was told that the offer wasn't available for me because I had already upgraded, and I was just out of luck (disclaimer: I was never told literally that I was "out of luck", but the message was very clear). I wasn't even offered anything as a goodwill gesture, like a free meal at a specialty restaurant, or a soda drink package...nothing at all. At least that would have been nice, and could have left me feeling like they cared about me. This is my first time cruising with Carnival, and this is leaving a bad taste in my mouth. I guess I'll just stick with Holland America where I've cruised numerous times and each trip was exceptional.

We were advised that the above cruise that we had booked in February (8th) had been cancelled on 29/3/22 due to the Aurora needing to go to dry dock for repair work. Naturally we were extremely disappointed as we had been very much looking forward to this particular cruise for over 2 years.

We were also shocked to learn of this cancellation since it was only on 27/3/22 that we received an email update stating that the Aurora was completing the fleet and sailing to Spain, only 2 days beforehand!

I understand that the Aurora has already been in dry dock in January of this year for her routine overhaul but that work had not been completed due to an outbreak of Covid amongst the staff at that dock. If this is the case then surely P & 0 would have known then that further work needed to be carried out on the ship prior to any further sailings and, more importantly, prior to taking full payments from customers for hypothetical cruises which were never going to take place in June?

To add insult to injury we are still awaiting a refund of the cost of this cruise

nearly 2 weeks later!

We have been lucky enough to book onto a similar cruise on 20/5/22 on the Arcadia, also going to the Norwegian Fjords.

However we were dismayed to discover that due to tidal pricing we have to pay nearly £300 extra for the same duration of cruise even taking into account the paltry 5% compensation payment that P & O have been willing to pay. We booked the original cruise on the Aurora well in advance and it is through no fault of our own that we have had to re-book at much shorter notice therefore incurring "tidal prices".

Are P & 0/Carnival trying to claw back some of the income lost during the pandemic?

Therefore we feel that as a gesture of goodwill P & 0/Carnival should meet the extra costs of transferring to a different cruise. We genuinely feel that we have been treated very poorly by P & 0 hence the reason for communicating our displeasure direct to yourselves.

English P & 0 customers are being handled akin to second class citizens whereas we understand that the Customer Service in America is far superior to that which we have experienced so far.

My husbands family and I were booked on a cruise to leave May of 2022 it had to be paid in full by February, in December the cruises weren't docking at some ports for safety of covid, which we completely understood I lost my husband to covid and we wanted everyone to feel and be safe, we all said it doesn't seem safe at this time so I canceled mine a couple weeks before some of the family and the others waited and their deposit was held for them but because I canceled a little before them I lost mine, We have since rebooked for May 2023 and I would like my deposit used for this cruise.

On 4/3/2022 booked cove cabin #2250 for 6 day cruise. On Monday they washed the balcony Tuesday through Thursday they sanded, chipped paint on the life boats above our cabin then washed the balcony. Washed it again Friday. I went to customer service asked for another room they said they did not have one and offered a bottle of wine for compensation. I explained we were booked on the following 8 day cruise 4/9/2022 and would not stay in this cabin. I point out on a daily base we had paint chips, dust and grime all aver the balcony chairs and in the room. This was investigated and confirmed by the deck manager. After several visits and conversations with guest services they finely moved us late Sunday to another room #9472. This of course spoiled our first 6 days. They also on the following wednesday gave us $300 ship board credit for the remaining cruise. We have booked on the same ship for the Panama Canal cruise and a further Transatlantic cruise from London to Galverston. I have no desire to go through the same drama involved in with the Balcony cabin and will consider cancellation unless something can be done to rectify this concern. I hope carnival can look into this and support guests that have been loyal to your company.

Morning of cruise, March 19, 2022, I was rushed into the hospital with a bacterial infection in my large intestine. I was in for 4 days. There was no way we could make this cruise. The situation was out of our control. We called as soon as possible to let the ship know that we would not make this trip. We only cruise with Carnival and are about to become platinum cruisers.

I have never been on a cruise before so my fiancé & I decided to go on one...

Booked a cruise for 1/18/2021-1/22/2021-paid in Full around $600

Cruise cancelled due to Covid, so I take the option for future cruise credit & $300 onboard credit.

Booked cruise number 2: 1/18/2022-1/22/2022- hassle to rebook; Of course, this cruise cost more than the previous one so I was required to give a deposit even though I had a previous paid in full cruise, somehow was only given $300 future cruise credit & $300 onboard credit...I decided whatever just let it go; I paid off the balance and now had cruise 2 paid in full.

Cruise #2 cancelled due to Covid so I again take the option for future cruise credit & $300 onboard credit.

Booked cruise number 3: 7/18/22-7/22/22-again a hassle to rebook; this one costs more than previous so they asked for a deposit again even though I had now paid them over $1000 for previous 2 cruises. This time the $300 from the first cruise was now missing, the amount for the second cruise that I paid was applied and $300 future cruise credit. They also gave me a convenience credit of like $50 of something.

So...I call and inquire about the missing credit & at that point now my fiance could not go, so I ask if I can swap my daughter for him. She says yes, BUT did not inform me that I was required to pay fees for doing that! I would not have changed the guest if I knew that...she says she has to fill out some form and I should hear something in 3 weeks...that was 2 months ago!

I call today...explain the whole thing AGAIN, change my daughter back to my fiancé since this thing has been changed so many times, it is hard for people to plan accordingly. I am charged fee to do so...so now the cruise is even more expensive. She has to ask support so I sit on hold for 1 hour and 1/2...yes over an hour for them to tell her...fill out a form and it'll be applied in 3 weeks! No good as I have to have the balance remaining paid by next week, so support applies right away (why couldn't they do that in the first place?!?), returns the missing $150 on board credit and I still had to pay over $400 to pay off the balance.

I have now paid over $1500 and have been NOWHERE! This has been such a pain in the you know what. This cruise better be heaven sent after all this BS! So frustrating! If you cancelled the cruises then you should at least honor the promotions you're offering for people who had not even booked. Nope, no promos applied, full prices. Guaranteed I have paid double what someone who would book tomorrow would pay...not a good experience for first time cruisers.

Hi,Conquest 04/11/22 cabin 8259 Marijuana smell and smoked Marijuana coming in my cabin Three of the four days up to three or four times a day. I did report it to guest services no luck. I was not sure where it was coming from I notice on the Three day where it was coming from in through the air condition vent. The smell was so bad it take my breath had to open the balcony door.

Mike Bolton

This was to be our 23rd cruise with Carnival but when things go wrong at the last moment there was nothing we could do but cancel. When my wife passed out and showed signs of passing it was to the hospital for her the next two days was at the hospital that was 06 and 04/07 and was released on 04/08 and the sailing date of 04/09 along with all the trauma that goes along with it and when the doctor said no travel for her that was the last straw and we cancelled. I hate missing a cruise but that is better than missing a wife of 58 years so I will leave it up to you for now