Carnival Cruise Lines
Reviews and Complaints

Booking #W47VN5

On March 31st, I booked the cruise on the Carnival Magic departing May 1/22 out of Orlando, Florida.

On April 1st, I contacted your Customer Care Centre and spoke with an agent to inquire about mask protocols while onboard. I was informed all guests must wear their masks unless outside or when eating and drinking. I was assured by the Carnival representative this safety measure would be enforced during my cruise. At this point, I still had the option to cancel my booking with no penalty.

A couple of days later, a friend had just returned from a Carnival cruise and said guests were not wearing masks indoors and this protocol was not being enforced by Carnival. On April 8th, I contacted Carnival Customer Service to verify the masking protocol and was informed guests are not required to wear masks but only recommended. I requested a full refund as I had been told incorrect information by a Carnival employee. I was transferred to Sharon in Customer Resolutions. I explained the situation and requested the April 1st call be reviewed. She stated that she is unable to provide a refund and was unable to review the call. She advised me to call back tomorrow and speak with a representative in Executive Resolutions. Their department is able to review the call and waive any penalties.

On April 9th, I spoke with Kenyada in Executive Resolutions. I again explained the situation and requested a full refund without penalty as I was provided incorrect safety information by a Carnival representative. Had I been told it is voluntary masking, I would have canceled my booking on April 1st. She said she can only pull the call as training for the agent and not to verify incorrect information was given to me to allow for a full refund without penalty. As my booking was paid in full, she offered 1/2 refund back to my account and 1/2 FCC. I explained I do not want the FCC and should not be penalized based on incorrect safety information by a Carnival representative.

Arrived at the Miami Port on March 19th to get aboard the new Horizen! Finally got in with My Husband who has had 7 strokes! partial eyesight and severe diabetes. Larry Loves Carnival Cruises and it was his extreme wish for me to take him on one! our family and friends complied he was so happy! he was going on the new Horizen I believe this could have been our 15th Carnival! we became "PLATINUM he was always trying to get to that level! and he made it! SOOO Happy! I discovered that I lost our insulin he takes 5 shots a day! Found our room up on the lido deck where I had everything I could do to get him around! right outside our door so perfect for him. he loved the ship he is a NAVY VETERAN! I ran down to medical and they did not have his insulin he takes was afraid I thought to give him a different kind! I asked them if we could go to the VA which was 18 minutes away they agreed and even called us a taxi! one of the girls said it was okay to leave for a Medical Emergency! VA could not take us in right away so we headed back to the port, ship was still there tried to get in and they would not let us In! Larry was feeling very ill as he had no insulin since 5:00 A.M.! and nothing to eat! I begged the Carnival Managers outside to help my husband even trying to grab their arms and beg to please get him some water they shrugged me off I begged them if we could get some medical help from their doctor they would not pay attention to me! to let us back down to their medical we had already been on the ship! our luggage was upstairs! they told me we had to leave the port! Iam 76 Larry is 79 he could not get up I asked if someone could help him get to a restroom a security guard ignored us! I told them we have nothing where were we to go they went to our room on the ship and Kicked our luggage out the doors from a slim opening! I cried and did not know what to do except keep begging for help! They reported us to the Miami police! When they arrived they too discovered he was very ill and that we were passengers on that ship! they brought him inside after the police told them to and give him a drink of water! The wonderful offices called an ambulance and rushed us to the VA emergency room! he could have gone into a coma. why could they not have been nice to a Veteran! and helped him out they instead treated him like he was a piece of dirt and totally ignored him! especially the lady manager she would not even talk to us! A rep from Carnival showed up at the VA that night and did offer to get me a sandwich and a drink! He did however put us in a hotel room and offer us dinners! and a safe place to sleep! How ever I tried to talk Larry into going home! His wish was to be on that boat he was so excited it was his Christmas present from our 3 sons! they offered us another ship and he so wanted to go and sit he was exhausted and then they would not let us get on the other ship! demanding papers from the VA stating he could travel! the VA does not give out their veterans medical history and they told them so! the man kept calling the VA for info on my husband! even making me give him his last 4 numbers! To get info on him! my son sent him some medical papers from his e-mail. they then discussed it and let us on the Sunshine it was so unpleasant and not very clean at all! The food was horrible I had to pay $55.00 for a Lobster dinner and carried it to our room took all the dishes back and got charged a service fee! I ordered a toasted grilled cheese sandwich and it was only browned on one side! the next night I ordered him a hotdog that was slightly warmed with a small piece of uncooked cold sauerkraut on it he could not eat it I doubt if the hotdog was even cooked! they cut back on everything not like it was not so many years just since they lost money since covid! he still wanted to stay I let him stay a 2nd time we payed for the cruising time. he could not leave the room the walk was too long even when I changed us to the lido deck! but he managed! they would not give us a wheelchair! they quoted me a price for it and when I went to get it they raised it and told me they gave me the wrong price and the young man turned his back and helped someone else Finally they offered to pay our way home since we lost our airfare. But we were to be on the new Horizen and this ship was like all the other Carnivals they all look exactly alike! we were so looking forward to the new ship. I watched a movie in one of the lounges listening to the Carnival President saying how they value their veterans! I was so heartbroken at her message I just wanted to tell everyone watching that, that she forgot to tell the employees how carnival valued their veterans that young man at the service desk should be made to watch it! they do not seem like they care at all! not handing us our luggage kicking it out the door! not acknowledging a very sick man the other Men who were suppose to be managers were flirting and laughing in conversations with other people! when I tell this story to all the people here and at the VA in Cleveland OHIO and here at home no one could believe it! she should not show that film ever again! dee. [protected]@hotmail.com

I was on the Sunshine out of Charleston on March 7th the ship did not have any pins. We were promised to get it in the mail so far I have not received a pin. My cruise partner received hers.

We went on a cruise in January 22, 2022 and it was a disaster. We just took it as a COVID issue as this was the first time the ship was back at sea since COVID and they were working out the kinks. We spoke to Shaneisa Shelton

Guest Care Specialist, and she addressed our issues and took care of most of them. She also told us that due to those issues and our horrible experience, she would process a $300 ship credit for myself and my wife and all we had to do when we booked our next cruise was to call in, and they would credit it to our next cruise. This conversation was after several back and forth emails and alot of holding while calling in. Verbally this was all addressed and we were told it was entered and we were good to go. She even had me on the phone while she was entering everything into the notes and had me wait until she claimed it was done and entered. We were also told we would get an email to confirm all of this. Needless to say, time passed and we forgot and unfortunately, we never got an email.

So now we have another cruise booked for August 7th and decided since we had the $600 credit we would bring the whole family, 10 of us. So I did what she said, booked another cruise, called in to have credit put on our next cruise and no one can find it and are now telling us we cannot get it! Ridiculous, we were told it was done and here we sit about 100 days away from our next cruise and I've been on hold all day, being transferred from one person to another with no outcome still. On top of this, we looked int our cruise with an offer i got back in march were we would get rooms at a discount and $200 onboard credit per room, for two rooms and we put it on hold to finalize with all of our family members. It was on a 96 hour hold and when i clicked on email with hold timer counting down, it said I still had 26 hours to go and when i opened it, it said our cruise reservation was cancelled So i called in and I was told an email was sent cancelling our cruise and we did the cancelling. I did not cancel the cruise and they did nothing but told me to just book it again, but we lost the deal we had. Our potential cruise went up over $2k for three balcony rooms, and we lost the $200 onboard credit for the two rooms. Now we have to pay additional $2k for the cruise, had to downgrade to window rooms and lost the on board credit. This was also not our fault but were paying for it.

I booked a cruise for July 2022 on March 21, 2022. Booking numbers V95NG1 and V95NG0. Based on the initial policy, I thought even though 2 people in my party were not vaccinated they could still go on cruise. I received a follow up email from Carnival that better explained their policy and I realized we could not travel. I cancelled the cruise on March 23, 2022 but Carnival would not return my deposit of $1,000 because I did not cancel within 24 hours. I called their customer service and explained it was due to the confusing COVID vaccine policy but the customer service manager stated she is sticking to their policy and I would not get my $1,000 back. This would have been my 4th cruise with Carnival. I am shocked that they were willing to loose a customer for life over their 24 hour rule.

My husband and I were set to sail on April 3, 2022 on ship Magic. Our booking number is T40VB7. We had 2 flights to get there and our second flight got delayed waiting on a flight attendant. After 3 hours of waiting for the flight attendant, the airline state that the flight was going to be cancelled due to weather. We panicked as our cruise was set to leave 16 hours later and we had no physical way of getting there on time. Even if we drove 17 hours straight to get there. We emailed Carnival right away and got no response (we expected that because it was the middle the night!) We then called them first thing when they opened and were told we could do nothing - not switch to a new cruise or get any money back. The First Lady I talked to was sympathetic and sent me to her supervisor to see if there was anything they could do. I waited for awhile then the lady I talked to did not care AT ALL. I understand there are policy’s but you would think because this was 100% out of our Control that they would try to help us but giving us partial credit or something. The lady was very short and didn’t care that our vacation was ruined and we were stuck in a random state out over $1000. It was devastating!

Customer care Rep.

While on board the Legend from 3/20 to 3/27 I had multiple problems with the

Internet package I purchased. The customer care rep on board told me I would Be rebated for the amount of $101.15. I have not seen this credit yet.

Also is it possible for me to get a copy of the charges for account 61251

Booking number V05HH8 cabin 1124.

The one I received was not up to date.

I would appreciate an answer as soon as possible.

Regards,

Enrico Polisano

[protected]

I am writing regarding several incidents that happened on our three - and four-day back-to-back cruise on the Radiance during the period of March 28, 2022, to April 4, 2022.

At approximately 7:00 p.m. on Sunday, April 3, 2022, I was approached by a man who did not introduce himself and came along with two other employees (a man and a woman) surrounding me and blocking me in my seat for intimidation purposes. I was sitting on the first from the left poker/keno machine across from the roulette machine. His first words to me were, "We have a big problem with your account. You took out someone's money that is not yours. I need $453 in cash." He showed me a paper printout that said that I had owed the casino $453 because of a malfunction that happened on Saturday morning. He explained that this was a "known error" that is happening throughout the ship that they are working on but has not been fixed.

On Saturday, April 4, 2022, I knew that I had a little over $500 in my account and I withdrew it at the cashier to use on Sunday when we went into Ensenda. I put $300 on my Sail and Sign card and kept $200 to use in Ensenada. He confirms that my total was approximately $990 when I withdrew that money. He says that this money I withdrew belonged to someone else even though I had my own $500 in my bank. He does confirm that I did have $500 of my own money in my bank and shows this to me on the paperwork. I do not understand how if someone has $990 in their account and owes the casino $453 I should not have been able to take out my own $500. He continues to insist that the $500 I took out belonged to someone else and he wanted that cash. I explained I have no cash on me. I put the $300 on the Sail and Sign card and the other $200 we spent in Ensenada.

He stresses over and over to me that I need to give him the $453 and only in cash. He continues for 30 minutes saying I took someone else's money, I need to give it to him, and it needs to be in cash. I explained to him that I do not have cash and I only have a credit card. I do not normally bring cash when I cruise. He continues to tell me that I have someone else's money and it's not my money. He continues repeatedly telling me I need to give him cash and aggressively pointing with his pen on the amount. He repeats himself over and over on how I can only pay him in cash.

I repeatedly tell him that, "I have no cash. Why are you saying you can't charge my card?" I felt so afraid at this point especially with how aggressively he was talking to me and followed me throughout the casino as though I was detained. My husband was also there and told him that the same thing happened to him and he was told to give his entire bank over with no confirmation of the amount so they took his money also. I showed him the exact machine it happened on and when. We asked him if he could investigate that, but he refused saying "That was in the past" and "It's too late now." He continues telling me that I can only pay him in cash. I tell him over and over, "I do not have cash. Why can't you just charge my card? That is all I have. I do not know what else I can do because that's all I have."

It is a back and forth of him asking me for cash and me telling him that I do not have cash. During this whole time he is sitting with his arm over the middle of the two machines berating me in front of everyone in the casino to give him the cash and it's not my money. Eventually, after about 30 minutes, he gives up and says he will now charge my credit card. I always use the same credit card on all my cruises and I had checked my balance while we were in Ensenada when I had internet access. He proceeds to ask the cashier to repeatedly charge the $453, $353, $153 to the point where my card was frozen and had no access to my available funds. Of course, this caused my card to freeze. I show him my "Account Summary" on my phone in the Carnival Hub app. My charges were only $494.00 (a very low amount) at that point and I have a $6,500 credit limit on that card. On my previous cruise in December 2021 my charges were over $8,000. I knew there should be no problem. I told him and the cashier that they just froze my account. I told them that I cannot call the bank to unfreeze my card as I do not have any phone service right now.

He tells the cashier to take out whatever is left of my player bank and he can graciously leave me the cents. He still continues to pressure me for cash after this. This intimidation caused extreme stress on me. As I said many times previously, I did not have cash. I told him I could try the ATM and needed to go upstairs to get my card. I was so uncomfortable with the whole situation and I would not even stand further than a foot away from me at all times so I tried the ATM. I could not use the ATM because the ATM machines on Carnival do not have a cash advance option like normal land-based casinos do and I do not have a PIN number.

At this point, it was close to 8:30 p.m. and I went to the white party so that I could clear my mind and think of a solution because I was very shook up and needed to think of how I could solve this issue. After the party, I put my backup card on my Sail and Sign account, went to one of the slots, and transferred the money to my player bank. He had the absolute nerve to ask me where I got the money from. I just told him it was "a complicated process." He did not give me any verification of where that money went, only that I took it out in cash. It really concerns me that he told me that my account was frozen and he insisted that I pay him in cash. How do I know the amount that he is telling me I owe is correct? Why did he not want to investigate my husband's account? There are many red flags here. At this point, I did not care about what money the casino's malfunction took from us as I was already concerned about my wellbeing and what he would do to me if I could not pay him the "cash."

On Monday, April 4, 2022, as soon as I woke up at 7:00 a.m. I made sure my card was not frozen. We headed off the ship at 8:00 a.m. We both were prevented from leaving the ship because supposedly there was a problem with our account again. I told them my card is good. I just checked it. They insisted there's a problem and I have to go stand in the guest services line. At this point, I am extremely upset. I tell them I'm not going so do what you're going to do to me because I know my bill is straight and my card is working. I just checked it. Why should I be the one to have to problem solve again? I shouldn't be the one that has to do the problem solving after being held hostage another time. Someone from guest services came to check my account and said there were no outstanding charges. Guest services still did not give me my purchased and held items from the first leg of my cruise.

This is how I personally would have approached a customer in this situation. I would not have waited 18 hours later. I would've addressed it immediately. I would also have said something along the lines of "Hi, my name is _ and I work in the _ department. I apologize (or I'm sorry), but due to a machine malfunction/technical error another person's cashout funds were posted to your account instead of their own. Unfortunately, these funds would need to be returned to the casino. What would be the most convenient way for you to return these funds to us? If you have funds in your player bank we can use that, you can provide us cash, or we can charge your Sail and Sign card." If I experienced hesitation, I would let them know that I want to ensure they enjoy the rest of their trip uninterrupted. Once the transfer was completed I would've offered the person a free drink for their inconvenience if they did not already have free drinks. Something small to change their mindset a little.

I have not been able to eat or sleep since yesterday when everything happened. I am extremely traumatized. I am also very fearful of this happening again not just to me, but to anyone else. I do not understand how this happened in a company I regard so high in customer service. I was ready to give my glowing review before this happened. I said thank you to everyone who I encountered and provided great customer service from and told them this was my favorite cruise as far as customer service so far.

My requested resolution to this problem is I have some questions that I would like answered. Is this your normal procedure for this type of situation if funds are erroneously and by machine malfunction loaded onto someone else's card? This happened so often to other people on this cruise. Do you normally start with threats first and then apologize later? Why was there a cash requirement? Do you normally send three goons to surround and intimidate to collect a small amount of money like this? Why wasn't my husband's situation at least looked into? Lastly, and most importantly, where was the equitable treatment because we did not receive the same treatment that the others did in this same situation?

I have emailed this exact letter to customer service and the casino but have yet received a response.

Well to start off we just got off the Freedom yesterday from Miami. It was the eight-day cruise. The cruise director did not have very much or good entertainment at all for us. He had a dance activity the first day out on sail on the deck. Never again. We went to 3 or 4 shows, but we didn't find them very entertaining, so we ended up leaving. There was 4 of us. Noone liked them. There was never any music playing around on the outside of the decks. We were outside most of the days because we are smokers. And was on the 10th floor most of our days. And the 3rd floor. Besides going out on the Island's, and the one's they didn't that was the most entertainment we had. Besides also 1 day when we were coming back to the ship. The director was out standing outside the gang plank my husband stopped in front of him and told him, "If I ever come back on another cruise, and you are the director I will take the cruise!" and walked away. The director says, 'I'll take that!"and as my husband was still walking away, he gave him a Thums' down. Then every time we were pulling away from the islands, I kept saying" what is that smell. "Started smelling this smell. It smelled like {Baby diapers} Poop. The whole time we were on there we were smelling this {[censored] smell} I apologize but it did. So, 2 of the other people on the ship that we were sitting with said" what is that smell! "We smell it all day!" "It smells like [censored]!" I said,"yes, I have been smelling the same thing all the time, all over the ship!" I thought it was just me. And they said they smell it all the time too. They were not the only too. All the people sitting with us said the same thing. Then the next problem we had was the room cleaner was not really cleaning our room very good and my husband had to ask him to change our sheets on the bed for us. We had coffee stains on the countertop by where the mirror is in the bedroom, for 3 days. So, he went to customer service, then it was cleaned finally cleaned up the next day. Next thing was there was nothing but hot water in the shower, and the sink, I showed him and he had it fixed. But it only lasted for a day. And was back hot again. So, most of the day's I ran around wearing a scarf on my head, because I couldn't take a shower, and just bowled it off and explained it by saying "Oh it's windy out." "I'll just wear my scarfs!" My husband says he will not go on another cruise, The director never even had a party on the pool when we were sailing back on sail day to home. But over all the people and all of the employees did make the trip enjoyable. More good stuff but can't add it.

Greetings of today!

Booking #:

T35GQ6

T35GM9

We are family of 5. 3 adults and 2 children. One is 10 and another is 7 years old.

We are still very upset for your denial of boarding us on March 18, 2022 because of my 2 daughters Covid-19 vaccines even they had got all 2 dosages and had PCR Negative test results.

I read your rules of COVID-19 and CDC requirements for children.

In your COVID-19 requirements for children 2 and olders:

"Unvaccinated guests ages 2 and older must present a negative PCR test taken between 72 and 24 hours before embarkation at check-in. -

YES, my daughters had NEGATIVE PCR test results.

However, they were not considered as fully vaccinated because of 14days /they were on 8th day after 2nd dosage/ , but they would be considered as unvaccinated children with Negative test results. They would be able to boarded at that day. Why you could not agree us next trip at least?

They are children! They really wanted to trip by big boat during their spring break. And also we bought their tickets and shore excursions and drinks packages by children's stimulus from IRS.

I know a family in trouble just like us. They couldn't go that day, but you agreed to move the trip to the next week during Christmas break.

Actually, we are first year in the USA so speaking English is not good. We couldn't understand well what boarding officer said to us. I understood that we can go on next trip. Unfortunately, there was no refund and no next trip adjustment.

Hope that you will solve our problems .

Mrs.Purevjargal

[protected]

[protected]@gmail.com

I booked a three night cruise on 3/24. My book number is W12XP4. I paid for the cruise, the internet package, an excursion and insurance. The following night I received an email about it being a vaccinated cruise, which I am not. On Monday, 3/28, I spoke with a customer service person that verified I would not be able to cruise because of my lack of vaccination. At first she told me that I could not use the insurance because it was within two weeks of sailing. She informed me that the last day to make changes was on 3/24 which was the day I booked. After a lengthy discussion she gave me the website to file a claim. My claim reference number is 3216316. I was sent an email that stated I would receive an email within 2 working days with instructions on how to proceed. I have yet to receive that email and it has been 5 days. Today, 4/2, I called Carnival and was given the phone number to the insurance company. That conversation resulted in her telling me my claim was open and that at most they would give me 75% of my refund as a voucher. I can't use a voucher because I am not vaccinated and have no intention to do so. She suggested I contact Carnival again, which I did. This time I spoke with a woman that said my money could be fully refunded through Carnival because of my unvaccinated status. She forwarded my call to the Resolutions Department. After waiting on the phone 1 1/2 hours I got disconnected. I am now on hold for the resolutions department for the second time today. It has been over two hours and according to the information I was given, that department closes in 10 minutes. I am extremely frustrated about this entire situation. There was nothing on the original site where we booked that stated the cruise was a vaccinated one only. Now I am having an extremely hard time getting in touch with someone that can help me resolve this situation. I am disappointed that you guys are still so covid restrictive. It is now proven that people who are fully vaccinated can still get and pass Covid. You can fly all over the US without any of those restrictions. I was looking forward to the cruise and making memories with some of my lifelong friends.

My husband and I booked a cruise to Alaska in 2021. The sail date is in 2023. On 3/09/2021 I called to check on promotion I received. Got the promotion, everything was completed, done. On 3/10 I called because of another promotion that was sent and found out that our cruise was canceled the day before! No notice or reason given. The person was able to reschedule cruise with same room etc. BUT, SHE FAILED to apply promotion that would have saved us money. Our friends whom we are sailing with, has the same sailing history called same day about the promotion and received promotion that saved them > $1,000. To get the promotion I would have to cancel and reschedule cruise at the risk of losing excursions and rooms we have.

1. I have emailed resolutions three times and have not heard back as of yet.

2. My trip should not have been canceled without notice or reason.

3. Because of representatives error I missed out o the promotion.

4. The hold times are ridiculous!

Very upset with this cruise line. If I didn’t have other people going, I would cancel the trip.

I will be surprised if anyone contacts me.

I''m awaiting confirmation you have received my refund application dated 9 February 2022.

March 20, 2022

Dear Carnival

I am writing to you regarding a cruise that I recently returned. For my husband 55th birthday. My husband, and I along with two of our friends book an 8-day 7-night Southern Caribbean crise from Port Carnival to Aruba, Bonaire, and Grand Turk from February 26- March 6 on the Magic. We all are platinum member and have been on several Carnival cruises.

Our check in process and boarding was okay. We did not have any major problems. Our problem started once we were on the cruise. Our first complaint was that once on this ship we were not informed of activity going on. If you were not walking in the hallway, you could not hear the announcement. We missed quite a few activities because we were not aware they were going on. We did download the Carnival Hub and that is where our second problem occurred. We all paid the 5.00 to download the Hub could not use it on the ship. Message was coming in hours after they were sent to each other.

• Issues #3 - We received our invitation to the diamond and platinum party with a time of 3:45, only to arrive at the party to inform us that there was a mix up with the invitation and it should have stated 5:15. We returned at 5:15 only to be told, there were 2 different party, and our time was 3 :45 but at a different location. We were allowed to stay at the 5:15 party but again no communication.

• Issue #4 – There was so much noise in coming from under neither our room that you could not sleep, we did inquire as to the nature of the noise and was told there were families with children and our rooms were near the Piano bar. Although there were other room available because it was not a full ship, we were not offer a room change.

• Issue #5 – For my husband 55th birthday we paid to eat at the steakhouse. Our reservation was at 7:30, we arrived around 7:15 and was told that we would be seated shortly. We waited over an hour and a half to be seated, we inquired to the host as to what was the hold up and was told that there were people sitting at the table, we were assigned that had not gotten up. We inquired if we could be sat somewhere else as we had other plans after dinner, and this was throwing us off. We were told no.

• Issue #6 – We booked a land and sea excursion for Aruba, this had to be the worst excursion I had ever been on. First it was late getting started, we were told we would visit different sites and have time to send there and have pictures taking at each site and after that we were supposed to board a boat and sail around for a party boat c5ruise before we went back to the ship. None of this happened. At each stop, we were no longer that 10 minutes just enough time for some man that we picked up along the way could take our picture, which we never received. Once the land part of the tour was over, the guide dropped us at a beach and left, no one greeted us, informed us as to what our next step would be, when to board the boat, etc. Finally, a couple of people asked around and was informed that we would be boarding a Catamaran boat in 10 minutes to take us out to drink and party. Again, this did not happen, after about 45 minutes, we board a boat that looked as if it was about to sink. Once on board we were given a rum punch and taken directly back to our boat. Once back on board we went to guest services to make a complaint. This is where issue #7 starts.

• Issue #7 – we took our complaint to guest services about the excursion, the person that assisted us named Vanisha was very rude. We tried to explain the situation to her, she would walk away as we were talking, talk loud so that everyone in line could hear our conversation. We again tried to explain the situation and she told us someone would be in contact with us and walked away.

• Issue #8 - We received a call regarding the excursion but was not satisfied with the resolution, so again we went to guest services and spoke to Vanisha again, and again she was rude, and we requested to speak to someone else. The person that spoke with was not able to assist, so she referred us to the excursion desk.

• Issue #9 - Once at the excursion desk, we first spoke with someone named Teresa. Once we started to explain the situation, she stopped us and informed us that she had just called our room to speak with us. She went on to say that all Carnival would do was offer one of us half off the excursion. We again explained that was not acceptable and asked to speak to someone else. We then spoke to someone named Michael, who gave us the same information that Teresa gave us and informed us that if we wanted another outcome, we could have to contact Carnival head quarter ourselves and they were done with it. We asked to speak to his manager, and someone named Nikolos, came from the back and tried to come us down because by this time things were getting heated. Nikolas informed us that he would investigate the matter and get back with us within 24 hours.

• Issue 10 – We paid for the internet and was not able to access it the whole trip. I paid for the middle plan and upgrade to the highest pal thinking that would help, but it did not.

•

As I stated, I am a Platinum member and have travel with Carnival for years and has always had a great time or able to make the best of the cruise. But by far this must have been the worst cruise I have ever been on. My husband did not enjoy his 55th birthday and did not have great memories. I understand that with COVID that companies are short staff and over worked. So am I. I work hard for my money to ensure that we had a great time and made memories for my husband 55th birthday only to have it spoiled.

I would appreciate us being compensated for all the issue we incurred on this cruise. I am not asking for my money back, credit to book another cruise would greatly be appreciated.

You list your Carnival Values as, Ensure safe, responsible and secure operations, warmly welcome our guests and team members to our home, making them feel a part of the Carnival family, embrace our diversity and be inclusive, show trust, care and respect for each other, our ships and the environment, anticipate needs, respond rapidly & own issues until they are resolved” As a guest on this ship, I did not feel these values.

Sincerely unhappy cruisers

Sabrina Green VIFP#[protected]

Matryal Green VIFP#[protected]

Michele Purter VIFP#[protected]

Michael Purter VIFP#[protected]

As a Platinum Member I am very frustrated that my wife and I cannot cruise due to the asinine Covid Vaccination rule. We will NEVER get a vaccination that the government is trying to FORCE on individuals. It is a proven fact the the shot does NOT prevent an individual from contracting the virus and it does NOT prevent the spread of the virus. Then why in heck is it still required ? Yesterday the CDC rescinded their Covid 19 risk advisory for cruise ship travel. When is your corporate office going to wake up and stop this insanity. Cruise ship travel has been and always will be a risk for the spread of the flu, colds and other health issues. It is time to get back to a normal life... NOW!

James D Reynolds

100 Abbie Lane

Panama City Beach Fl

Disappointed that our itinerary changed twice. We was set sail for our anniversary February 13th-19th 2022 to Jamaica. The itinerary changed disappointed but was able to change to the end of the month. At the last minute it changed again. The itinerary was the same places we cruised last year. We’re trying to check places off our list that’s why we wanted to go to Jamaica. Always wanted to go. We were not given an option to cancel, cruise credit, compensation or go on another cruise going to different places. We’re looking to cruise to Jamaica in September-October 2022, but looking at other cruise lines now.

I booked 2 rooms. One for me and spouse and one for kids. We originally booked on Elation and took our time to get rooms across the hall from one another. Then ship was switched. We had to pay to retake tests because it was not clear if we needed to take it 3 days or two days prior to cruise. Check in time was set on first room at 10 am. Then the 2 nd room that slot wasn't available. So I changed the first room and same cycle repeated until we got 200 pm.

Then we get an email saying push back arrival for two hours. Then we find out that the room assignments have the kids room on 1st floor and our room on 6th. I spent a total of 11 hours on hold only to be told either, I pay an additional 600$ to change the room or I call back every hour until we depart to see if anyone cancelled. I refused. We get on ship and the kids room keys don't work, we spent 3 hours in line at guest services to resolve this. They told us maintenance would meet us at the room. Master key worked, ours did not. Maintenance told us to go back and get inline in guest services. My husband and I took turns in line while the other tried have a meal with the kids. Another 30 minutes later we were in our room. We didn't get in their room until after 7 pm. I then remembered we had a spa appt on this day. We went their and they told us the appt was in 5 minutes. I told them there was no way we could make that time. We hadn't even checked into our room. They would gladly reschedule if we paid them 90$. I refused. They changed the time to 9 am.

Our TV didn't work, toilet backed up, fridges didn't work, water park did not work and safes did not work.

Our so called first day was spent in guest services. I do not believe we got what paid for. We didn't get access to the kids room to almost 9 pm on day one. We did not receive Carnival customer service that we were used to. It was miserable. The casino had a lot of technical issues and slot of machines were out of order. ATM machine was down several times. We paid$144 for internet. It barely worked. Everything including menu was on Hub, it was very hard to access and alot of info regarding times and locations was inaccurate. if this was my first cruise it would be my last.

• Day One: 3/12

Information was given out (room# & name)

• Day Two: 3/13

Went to Lido Deck 9 was harassed the entire time at the whirlpool by racists; continued throughout the day

Went to Chic Restaurant where my reservation was and was told that it was elsewhere

Was charged $23 at Your Time Dining (included/free)

Left due to harassment and horrible service; lackluster food

• Day Three: 3/14

Went to Lido Deck 9 and the harassment continued

Housekeeping barged into my room without my permission on two occassions not within the time frame of 1pm that was given; room was already clean

Guest Services charged my account twice; although I did not incur new charges; contacted them and did not get any resolution

Day Four: 3/15/Day Five: 3/16/Day Six: 3/17: Same actions continued from the staff and the guests

I have sent numerous complaints to ALL the uppers of Carnival and was assigned one Shelly Young. If you read through these complaints on this site you will see that she must be their go to person of useless resolutions. If you have a complaint be ready for ZERO results other than we the customer being more frustrated than the moment we placed the complaint.

Here is a break down of how this all works. I have been on two separate cruise ships the Freedom and Liberty. Have also sailed 18 days out of the past 70. I have turned in numerous complaints and this is response.

N40LN7 Carnival Freedom 01.23.2022 under FJ5 fare : balcony cabin $100pp cruise rate and $100pp OBC and our records indicate that apologies were extended you declined to move to another cabin and gesture of good will extended.

My Response: We reported it to the front desk twice and the second time we were instructed that if we had an issue to call down from our room so that someone could come to the room and hear the disturbance. (sooooo they didn't just take our word for it they have to know themselves."We called and someone came to the room and heard the noise and said,"Yes that is a bit loud if you would like to move rooms we can accommodate you."I then asked,"so you're saying that we will have to pack everything up and move for one night?"He looked at us and said,"Yes". At that point, I thought really pack up and move even though it was reported before, but whatever it's obvious Carnival doesn't care. Also, when we went to the front desk and reported the people not wearing the mask we knew one of the names of the people in the group as they had won the booty shaking thing that is done on the boat. We were instructed that nothing could be done unless we knew their room number. The person behind the desk then instructed us that we would have to follow them and get their room number to report them. Really, so you want us to follow someone and get this information for you. Like you don't have a list of people that win your games and get prizes. WOW.

Now, in your investigation it does not show that we complained that we went to customer service and reported the group that refused to wear their masks. It doesn't show that we had the Manager of the dining area called over on the attitude that these guests were giving to the staff in the dining room. It doesn't show that the same guest came to dinner and was yelling at the lady at the front desk at the dining area about the fact she told them that they needed to wear appropriate dinner attire and a mask. None of that is being shown. As these things happened. I am sure if you asked the staff members about this, they too would tell you that this was an issue.

S88SJ7 Carnival Liberty 02.04.2022 under OUV fare : interior cabin $258 total fare and $500 total OBC - no onboard reports

S89ZL1 Carnival Liberty 02.25.2022 under the OTM fare : balcony cabin, OBC and Drinks on US while playing in the casino - no onboard reports

My Response: It was reported but at the same time I'm guessing it was convenient that it was not reported into the all knowing Carnival portal of complaints. They had decorated my room for my wifes and my anniversary, but oh wait our anniversary is 3-13 the next cruise not this one. So, I told them of this and was told that it would be put it for the S96KW8 cruise. Hmmmm did not happen. Imagine that one.

S96KW8 Carnival Liberty 03.11.2022 under the OUV fare : balcony triple with $500 cabin OBC - no onboard reports.

In closing all of the uppers have never responded as it shows they do not care. My wife and I both were vaccinated as we have to be and yet caught Covid on that Freedom cruise. Sent in a complaint on that one after the cruise and got basically so sorry so sad see you when you get to feeling better. Nobody cares about the complaints on this page.