Carnival Cruise Lines
Reviews and Complaints

I purchased the fastest internet package on our cruise possible & on the 3rd day I had no internet this rolled over to the 4th day to which went to the customer service desk & asked them if the internet was down. Sandra the customer service girl stated that the internet was fine & my phone showed high usage. She asked me to screenshot the message if it happened again. The minute I got to deck 10 the service disconnect again & I screen shot the messages & went back to customer service desk & showed them the messages & spoke with Sweety who again said everything was fine. I explained to her that everything was not fine & showed her the screen shots that I did not have service. She said she would give me a 25% discount on my package which I personally think is ridiculous. I told her that it was not about the money it was about me being able to conduct business while on board I told her we sailed on this very same ship on Dec 31st & never had an issue with the internet. Again I did as they asked & went back upto the pool deck only to lose internet connection a 3rd time. At this point I'd screen shot everything, every message that showed I was unable to connect to the internet & brought it to them at the customer service desk for the 3rd time, nothing further was done & I informed the young lady that I spoke to I was cancelling my upcoming cruise on March 14th due to the horrendous customer service. All they seemed to think was I was looking for something for free instead of realizing while im cruising im also trying to run my business which requires me to have internet access.

So now instead of sitting poolside enjoying myself I'm having to sit in the lobby the only place I seem to get internet.

I hope this complaint does not fall on death ears as I enjoy cruising on Carnival & have taken 3 cruises in the last 3 months 2 on Conquest & 1 on the Sunrise.

Thanks Seam Mckendrick

Folio #93158

VIFP #[protected]

My family and I have been trying to take a family cruise since March of 2020 and all have been cancelled related to covid by the cruise line. Each time we opted for receiving future cruise credit instead of canceling the trip, we eventually took a loss due to one person who would not be going when it was time to rebook the cruise (Booking#8SPP22 total paid $3428.20). We then rebooked for the second time (Booking #J04FJ9), and for the three people that were still going had already paid the difference for a total cruise cost of $2930.50, and then we only received a cruise credit of $2107.00, since the person that couldn't go was already refunded (booking#J04FJ9). When I rebooked the cruise with Marnie Kennin, (booking #S59JLO) with the same three (cancelled cruise related to covid by cruise line) for $2930.50, which only gave a cruise credit of $1270.50. When I spoke to Marnie about this, she said she "could clearly see it was an error" and went to the manager, she then told me to go ahead and book this cruise (for the third time) and that she would speak to her more seasoned manager, due to the one she spoke with was new and didn't know. She said her manger would be available on Monday and that she would have him take care of it and it should be a balance of around $1000.00 (per her calculations), and this was on 12/31/2021. I tried contacting Marnie a few weeks later and received her voicemail, which she never returned my call. I called again a few weeks later and was finally able to reach her, and then had to go through the whole exchange of information again. She had said her manager had been extremely busy, but he will get to it. February came around and I attempted to contact her again, and then she said she had to do a spread sheet of every cruise that was scheduled/canceled and she would be in contact with me, when I asked her how long it would take she said "give me a week", yet again she never contacted me. With the final payment being due in march, I called and have left a message and she has failed to contact me to fix this issue. I understand that covid is unpredictable and is making things difficult, but how many times can I attempt to fix this issue with such a lack of communication between the vacation planner, I had only rebooked for the third time because she convinced me there would be no issue and things would get sorted out, and that it wouldn't be a problem. The cruise had been paid in full before the cruise line had canceled the trip, which was originally ($2930.50) for the three people (who are my children) and now they're being told they owe $2730.08 after rebooking, and were only given $1270.50 in cruise credit due to prior cruises being cancelled. So there is a missing balance of $1660. They're saying it was refunded to the fourth person, who had already received their refund prior to booking the second cruise. The total original cruise with all four people was $3428.20, and the other three only received $2107, so they are missing $1321.20 in credit. Our family was very excited to take a vacation together, but this whole process has been a complete nightmare and very upsetting. I understand people get busy, but the complete lack of communication between the cruise line and the vacation planner is unacceptable. I am just trying to resolve this issue so that my family and I can take a vacation, but they seem to be making it nearly impossible. It is not fair that we have to pay more money at the last minute for a cruise that had already been paid for in full. We understand the $1000 balance since this cruise is more, but we should receive our full cruise credit of $2930.50 that was canceled by the cruise line due to covid.

We have taken a wonderful cruise with my brother-in-law and sister-in-law on the Carnival Panorama. We ate, drank and gambled and had a great time. We even left with a card for a free Cruise. And then I made an appointment to have a massage at Cloud 9. I actually talked my husband into a foot massage. He has Alzheimer's and I thought a cruise with his brother and sister in-law would be relaxing for him and having a massage in the same room with me would not make him anxious, until we were done, and the girls turned the lights on and gave us a hard sell on their products. We definitely felt intimidated and coerced into to buying by telling us our skin was getting wrinkled and dry and needed this product that would definitely help us. My husband was getting very anxious to get out of the room. They finally moved us to the counter and said they would use the charge on file and send us the product. It was done before I knew what I bought. All I want to do is return the product, but I cannot find a way to talk to anyone or was not given a return address and policy. Please can you help us get our credit on this purchase mistake.

Thank you Kathleen Maleitzke

My husband and I cruised the carnival glory from 2/13/22-2/20/22. Within the first day and half we had to be relocated because of the ten degree variance in temperature that we were unable to adjust ourselves, not to mention the grotesque smell of sewage from the leaking pipes. Once we had to pack everything and move, our new room had issues with the commode not flushing, the shower barley draining, the sprinklers leaking to the point the lower portion of our bed and the clothing on it was soaked. The bed itself had one extremely worn down mattress that was significantly lower then the other making it difficult to sleep or be remotely comfortable. They did finally offer to change our linens (thank goodness) we hadn’t cruised in nearly eighteen years and now I remember why. To make matters worse, prior to cruising I booked the glory again for April 2022 as a birthday gift for my children and knowing now what I do I wish I hadn’t! Next time we’ll stick with our timeshares to guarantee the highest quality accommodations.

First, on Saturday 2.12.2022 me CY and my family (My parents J/J Y and my brother/sis in law M/K Y) arrived at Galveston Port and was checking in and giving boarding pass and the Carnival employee stated that so we dont have to "carry" our 12 pack of sodas (had 3 packs) stated if we had "extra" luggage tags we could tape them on the sodas and the luggage carrier will give them with the luggage and be delivered to the room (she advised us plus at least 3 other people) so we taped our luggage tags on them and gave them to the carrier. Well when we got on the cruise didnt receive them that night, contacted guest services and they stated to contact security so did that and security stated that "they are on board but we have to wait and receive a letter for appeal to get them back" so we waited to the next night and talked to security again and then now they stated that there was no sodas for me or my brother/sis in law and need to contact guest services so contacted them and they said "nothing was confiscated so that is why the appeal letter was never received and that we have to carry on the sodas and that we were misinformed and said sorry but cant do anything" so now we are out 3 packs of sodas (which one of them was almost 18$ because they are not sold in our city at this time.

Then I bought the premium wifi package and every day up to 4-5 times a day and i contacted customer service twice (2.13.22 & 2.14.22) and they advised that I had to go to "login.com" to re-enter my folio and birthdate just to connect and that was only 3 -4 days out of the cruise and I used that to chat with family back home and it was not working. Then also the chat we paid for never worked. never connected and could never chat with family on the boat. I really think if there was "wifi" everywhere should be able to use but only got connection on the 5th floor at the computer hub place to get connection.

I advised my steward on 2.13/14.22 and 2.19.22 that my AC was not cooling and said that maintenance came and checked and was kinda cool but had very hot nights.

I understand that the weather was bad but feel like customer service could have responded or helped out more

Called the 1-800 number spoke with a very kind lady, and explained my situation, that my wife couldn’t board at last minute. Because her passport had not arrived along with the birth certificate. And she could not board. And we was hoping that it would arrive at last minute. And never did. And Monday to say the postal service is closed due to a holiday, Presidents’ Day everything is closed. So sadly we will not be able to make it at this time. And would like a full refund. thank you or even if we can reschedule for another cruise would be great. Thanks

Good Morning Carnival Cruise Team,

I have booked a cruise with the cruise line on June 7, 2021/deposit $150.00. The cruise were sailing between April 2-7, 2022. I have been in contact with my rep. I noticed the COVID number was continuing going up. So i contacted my rep to cancel my cruise in January before the deadline January 17, 2022. He told me to wait until the end of January. I contacted my credit card company to disturbed the charge because i feel that Carnival Cruise was giving me the run around. After the credit card company contacted Carnival they denied the disturbed. So i contacted Carnival Cruise again and my rep told me that all ships will not be sailing during that time due to the COVID numbers. I asked him will he refund my money back. I was looking into and and got back with my and told me that he could refund my money back but since i disturbed the charges it out of his hands. He directed to to make a complaint on every social media site that i can. My booking number was N62QJ8 the rep i was speaking with number is [protected] x82414

February 15th 2022

Called carnival at 4:45 it is now 6:06

And I’m still on hold!

Very bad customer service..

That’s my complaint but I doubt it will do any good

Assigned request ticket number 233829, Jan. 13, 2022. No reply.

Assigned request ticket number 235416, Jan. 26, 2022. No reply.

Repeated phone call to global services and global reservations. On hold for over an hour on each call attempt. 14 phones calls later, I'm done calling.

I need to add a child to my booking/cruise coming up on April 09, 2022. Can't access the booking. (Global Casino Reservations, only, can access these bookings.)

I need to make changes to my booking/cruise coming up Sept . 2022. Can't access the booking. (Global Casino Reservations, only, can access these bookings.)

Can't access or change these bookings because I don't have access to them. Can't cancel. No access. No phone call. No email reply. No contact. NO CUSTOMER SERVICE. Customer service, something that Carnival Cruise Lines does not understand.

Full refund requested. Received email from

Carnival advising full refund to be received if canceled by 2/15. Canceled on 2/1. Only partial refund received. Call carnival, spent over 12 hours on phone, and issue still not resolved. I was previously assured that refund would be released. Still not released. I want my money and I don’t have time to keep sitting on the phone for countless hours with individuals who don’t know what they are doing or how to release my money.

I booked a cruise which was canceled due to COVID. The new rebooked cruise ( K95VR3) Also was canceled due to COVID which was set sail Jan 3rd of this year.

Carnival refunded me my excursion expense but not the fully paid booked cruise. I stated on the email option I would apply it toward a future cruise.

After calling customer service, they booked me a new booking (T55QM4) They advised they needed to contact Customer Service or some other entity about applying my prior cruise payment to this one. The second canceled cruise amount of cruise was $1,293.48 which should be applied toward this new booking T55QM4; however it did not apply when they booked the cruise as it shows I owe an entirely new cruise amount even though I fully paid for the prior one!

They asked to put me on a brief hold but I remained on hold for over TWO HOURS before hanging up. I have not gotten this resolved.

My desired outcome is to either apply my prior fully paid cruise ($1,293.48) toward the new cruise, or fully reimburse me that amount. I was also to have $400 on board credit from the 1st canceled cruise.

Thank you.

My wife and I sailed on the Horizon 1/22/22-1/30/22. The Formal dinner was the second night out, we dressed up went to dinner and decided to order a bottle of wine with our meal. Instead of wine we had a guest card handed but with the announcement your credit card is not good you can’t have drinks you must go to a kiosk or guest service to fix it. My wife was throughly embarrassed, dinner was now ruined.

The issue with the card was Carnivals fault somehow our number didn’t get captured in check in, ok I get it things happen but how it was handled and the embarrassment it caused was my issue. The lack of better customer service protocols for handling something like this is shameful. We’re on a board in the middle of the ocean if there was a problem it should have been handled privately, it’s not like you couldn’t find us a note to our room or steward, service the drinks and whisper or take off s aside after the meal and explain the situation.

We never received our disembarking airport transfer sheets even though prior to the cruise I pointed out to my trip advisor it wasn’t showing on my receipts. I had an emailed copy of my payment in my phone and assured that would be enough. Guess what wasn’t enough. We tried to check in for the bus we weren’t on the manifest the emailed receipt only led to more eye rolls and huffs and puffs.

I filed my complaint with guest services and reviews. Your response was a dismissive letter offering us a bottle of wine on our next booked cruise. Nothing I was angry about was about not getting a foolish bottle of wine it was the embarrassment experienced because of your error and poor customer service protocols to correct your mistakes.

We have sailed with you before, we even paid to upgrade this trip from a balcony to ocean suite. We were angered enough that we booked our next cruise with Norweign Cruises, then our new trip advisor Marlene contacted us and calmed it down even found us great cruise I cancelled Norweign then the response came from the guest service member with a dismissive offer of a future bottle of wine. The offer should have been another trip in an ocean suite at a balcony rate with airport transfers tossed in, we cancelled the new cruise.

I booked a cruise. Been paying monthly since last summer. Received an email that we could cancel before 2/15 and get a full refund. We had 7 people cruising and not everyone could meet the covid vaccine requirements. I've attempted to call multiple times. I've also emailed. You can't get a hold of anyone. Finally figured out how to cancel online but carnival kept approximately $600. I would like a full refund as promised per the email.

Getting to the ship-via bus to terminal I almost fell on my face, because the bus driver thought I was moving too slowly and grabbed my roller suitcase which I was holding onto, off the the bus steps to the ground. I have a left foot drop and lost my balance, while scraping my right heel trying to prevent my falling. I also have Diabetes and that heel wound could have become infected. Not cool! On the way to the ship bus driver said he was not allowed to handle our luggage. So why then would you grab my roller suitcase? If I wanted to make a stink, I should have had him arrested for assault and battery. He didn't even apologize. This was on February 5th at approximately 1:00 pm, leaving out of Charleston.

Everyone else was so pleasant and helpful.

We are excited to cruise on the Carnival Panorama in March. We booked a Japanese Teppanyaki lunch for one of the sea days. After we booked it, Carnival changed our itinerary. Now we are starting in Puerta Vallarta and ending in Cabo. No problem there except that now our specialty dining occurs while we are in port at Cabo. All we want is to switch the date to a sea day! That seems easy, right? I waited on hold for 90 minutes the first time and then I ran out of time. I tried again and after another 90 minutes on hold, I am told she can’t fix it because we booked through an agent. The agent spent four hours on hold and was told they couldn’t change it because we booked the specialty dining ourselves. I called a third time, after two hours on hold, a man answers and he tries to change the date of our cruise! “No!” I said, “We like our dates we just want change the luncheon to a sea day!” He then informed us he would have transfer us to group bookings at which point he dropped the call! We just want the luncheon on a sea day! What does it take to get this changed?

I recieved an email stating I'd get a full refund if canceled by 2/15. Carnival kept approximately $600 of my refund. I can't get through on the phone. Awful customer service.

My name is Tabitha Hull and I am a Platinum member [protected]. I have been trying to change the date of my cruise not cancel so I would think Carnival would be appreciative. I tried two times on 2/7/2022 to no avail after being in the hold que for 2 and 1/2 hour each time. When finally answered I had rude and non helpful customer service agents. So today, 2/8/2022 I called at 10:00a.m. and after 2 hours got an answer from a very nice agent who was able to assist in changing one of my cabins booked for May 30 to May 1. I paid the balance in full and was happy; however the second cabin was not so successful as she has an issue and then we both waited for 1 1/2 hors for her support team to answer. There solution was for her to transfer me to the casino department for the casino rate. No problem I understand but I started all over waiting again. At this time according to my cell phone is 4 hours 44 minutes 12 seconds and I am still on hold trying to change the second room. which is booking number Q06CN0. With so many cancellations Carnival should help the ones actually wanting to keep and pay their money to cruise in full. I am extremely agitated. I want some compensation for my day while at work spending all this time and counting on hold! I can attach a copy of my phone record showing how long I have been on hold if needed.

Hello, 

I filed a formal complaint the day I got off the carnival cruise valor on  2/7/2022. I am writing this email to get an update because of what my family and I went through with Austin Blanchard I wish that no one else experienced that. To recap the day we were boarding we brought my kid's vaccine cards as well as my son Demetrius Porter was exempt either way. We had our PCR tests which they made us retake and charged us 100 per person which that wasn't the icing on the cake because the money was nothing to the amount of rudeness and disrespect we received from Austin Blanchard himself he was suggesting my kid's vaccine cards weren't readable than refused to let us take the tests because he stated it was after 48 hours after constantly explaining that other persons said that it was fine even online stated 72 hours as well as we were fine retaking the tests. He continued to hassle us about a vaccine card that my son has already had had an exemption and I didn't have to provide one for him. He then started hassling my brother to redo his tests and he complied in compliance. But again we remained calm as possible at that point we were going to just leave because he would not stop harassing us. After all, we went through at this point with him he still went out his way to get the doctor on the premises to check my kid's vaccine cards and the doctor explained to him they are fine and that they are perfectly dated. But Austin Blanchard did not stop there he realized he couldn't keep harassing us and sent out an email for my brother to pay for his tests as well as his son AGAIN. At this point, we realized it was racism because he reacted this way soon as we started speaking Albanian and he say my son was African American as well as my partner and his kids were Latin. I don't know why he went to the extreme with us but we did not deserve that. We wish no one to experience what we experienced with him. We did make a complaint when we got off the boat we want to be updated on what will happen with Austin Blanchard. The people involved are Blerta Pira, Demetrius Markel Porter, Sahit Pira, Urate Pira, Ben Pira, Juan Teran, Brianna Teran, and Juan Teran.

Please understand our frustration.

Blerta Pira

[protected]

[protected]@gmail.com

Let me start off by saying that I love Carnival cruise and what the services they provide.

I am highly disappointed that ion my last cruise, I lost over 5,000 and the machine didn't give a single Jackpot. I played high. Once it goes into the bonus on the FireLink, it would not match up the symbols. I continued to play to see if it would hit anything and it did not.

I had to go to the Players Club desk 3 times that morning until they opened to speak with the Casino manager to explain my concern. We watched another user play the game and witnessed the same results...no match-ups.

He had the slot manager "check for defects" but claimed nothing was wrong and they weren't entitled to tell me if the slot even paid any jackpots or high payoffs.

Upon speaking to the slot manager, his exact words was "Everyone have to pay taxes" That made me so upset because I come to enjoy myself and not lose everything on a faulty machine nor pay for everyone taxes. I filed a complaint on board and the Carnival Personnel said they can't do anything because it was a "Third Party" . Billions of people come for the great offers but not to get run over by the Casino and to get "everyone have to pay taxes"

Now I have an I owe you in which I didn't pay yet and I received and email about canceling my future cruises. The customer service handling of the third party services which is advertised under Carnival's name should also be handled by Carnival as well. I have tried to reach out several times to Carnival Customer Service Collection group and have not received a response.

Latrice (Humble, TX)

Carnival Breeze - 12/16/21

I was booked on Carnival Sunrise on 1/10/2022 with my great granddaughter (3 yrs. old). When checking in agent took great granddaughter off covid exemption although she had a letter accepted by Carnival. Then testing being rushed through she was charged $150 although covid agent stamped by boarding pass not the 3 yr. old. Other cruise lines offer testing for free upon port arrival. She was registered and accepted in the kid's club and stated on website throughout entire cruise yet would not accept kids under 5. (Just Wrong). So, at this point neither one of us could get off ship and I could not participate in any adult activities. Causing us to spend more time in our cabin. Then on 2nd day our cabin water drains backup/clogged in our cabin flooding the bathroom and carpet. Yuck! and with a child and the Covid protocol it still took 3 days to dryout carpet. Not clean it just dry it out. What are you thinking? I've been waiting 6 weeks for someone, anyone to contact me on this issure. I have sent 3 email request. Very Disappointed.

Sharon Radford