Carnival Cruise Lines
Reviews and Complaints

Hello, I am set to set on CARNIVAL DREAM - 09 APRIL, 2022 - 17 APRIL, 2022, booking M97NM2 for Houston family. I have called several times to discuss my concerns with the changes in policy for children. When I booked this cruise months ago, the following did not apply: vaccine for kids or nose swab at $150 per child (multiple nose swabs needed), bubble tours (created after I booked), no kids club for unvaccinated kids, etc. Both my husband and I had adverse reactions to the vaccines (we are fully vaccinated), we will NOT proceed with vaccines for our children nor allow them to be multiple nose tested. Even with we completed all the demands to sail, we could could not enjoy the cruise as hoped, could no disembark on our own, could not attend kids club, the list goes on. My Deposit is $396. I would like a full refund. Previously carnival honored a full refund for pandemic cruises, why not this one? I have spent hours on the phone with Carnival trying to get in touch with resolution department which have failed. Either I have waited for hours or been disconnected, never once reaching a live person. This is ridiculous. Also, the protocols for April 2022 are not out, which is unfair to me as cruiser. I realize carnival is very busy and trying to handle all the calls and concerns. I have been told repeatedly that if the April 2022 protocols were out, I would be given a refund. This would be an easy fix for carnival and keep me as future customer, to refund in full, the $396.00. I willing booked knowing that carnival had honored a refund in the past, why am I struggling to get carnival to respond this time? Please refund in full the $396. Thanks, Stephanie Houston

Hello carnival,
I need to cancel our february cruise, my daughter is on the same cruise booked both same day and hers was refunded but online their penalty is the majority of the my booking fare.
How is this customer service? This is cruelty/robbery. Due to omicron and as advised by cdc, just not worth taking such health risk with health issues and cruise ports also not accepting, that's the whole point of going, who wants to be stuck on a ship. To make a new res to take your money you answer right away, with issues can't get ahold of you or an email contact.
Pls refund, my booking # r84cx5. Labell. You have my email.

Omicron is raging, employees, family/friends are dropping like flies and you're not being customer caring, just taking people's hard-earned money with everything we're dealing with now. Just when we thought we're getting back to normal we book a cruise with family and this is the reception we receive faced with an issue.
With royal, cancellations are refunded or credited for future cruise.

3 January 2022 departure from Galveston on Carnival Breeze

We can elaborate more if necessary, but this is a clear case of some person at Carnival not following published requirements regarding COVID protocol.  

My wife Judy and I traveled to the Galveston area on Saturday Jan 1st.  We took our required Covid tests on Sunday Jan 2nd at a CVS Pharmacy in Deer Park, TX.   The results were negative at that time.  On Sunday evening and throughout Sunday night, she experienced several stomach pains, fever, cold chills, throwing up, trouble breathing, and more.

On Monday morning, prior to arriving at the boarding site, she was in acute pain and unable to eat, drink, etc.  We began to look for an emergency walk-in clinic.  Meanwhile, I attempted to call all the Carnival numbers, but only received messages such as, "All our representatives are busy.  Please call back tomorrow."  I attempted to go On-Line to the Carnival site, but could not find any information as to how to cancel or notify regarding not being able to board.

Upon driving down Hwy 3 from Houston to Galveston, we saw a hospital in Webster with an Emergency Room.  It was the UT-Medical Branch-Galveston (Clear Lake campus).  We checked her in to the ER and the triage upon noticing all the clearly obvious symptoms, put her in isolation immediately and began running various tests — EKG, Cat-Scan, etc, etc.

Meanwhile, I called CruiseWise (the booking agent) and explained that I was unable to reach anyone at Carnival by phone or website.  A CruiseWise representative was told, "Carnival does not cancel any reservation on the day of departure.  He will not receive a refund."

Unfortunately, this action and response by Carnival does NOT follow the published material and guidelines by Carnival and the CDC.   We have received paperwork and emails from Carnival about the special Covid rules that apply through January 15th.  Even the Carnival Pre-Board test lists all those symptoms as the first question to not allow boarding.  The CDC clearly states, "Do not board a cruise ship (https://www.cdc.gov/coronavirus/2019-ncov/travelers/when-to-delay-travel.html) if you have symptoms of COVID-19."

Judy was kept in the hospital and is still there 4 days later.  Following all the "covid rules" and guidelines published by Carnival, we were told we would not get a refund.  Obviously, someone made a mistake in their answer.

We were unable to go on our cruise #M40WV8 due to both of us testing positive for Covid. We tested twice to be sure that the results were correct and have papers to prove this. We tested on December 29th and December 30th, We were in shock as we did not know we had covid, but we called Carnival immediately and kept calling as they never answer the phone. We held for hours repeatedly. Then sometimes, the robot would say we do not have enough agents to help you, call back and then disconnect. One time, it said you have been placed in line and we will call you back. They did not. This became increasingly more frustrating as the cruise approached and we could not let anyone know of our situation. Finally, on New Years Day, someone answered the phone and we explained our situation and said that we would like to reschedule. They booked a new cruise for us S60HKQ and took all kinds of notes and apologized because no one was answering the phone. However, because the cruise has already sailed, they did not have the power to transfer our money over to the new cruise, so we had to hold for the resolution department. Two and a half hours later (we had to plug our phone in so it did not die), the resolution department said because the ship had sailed, we would have to send a letter to customer care as they are not answering the phone. We needed their help and it was most hurtful that we could only reach them by e-mail. We are past customers of Carnival and future customers as well. We have future cruises booked with them, which are now being reconsidered. We sent a very detailed email stating that we tried and tried and tried to reach them before the cruise sailed and that we were positive for Covid and would not be allowed to board. And that the two reps we talked to had indicated that the funds would be transferred, but they did not have the authority to do it. And that we were looking forward to the newly booked cruise. Today, we got an email that they were not transferring the money or issuing a future cruise credit. So once again we are trying to call to talk to someone and have been disconnected as they have not enough agents to handle callers. This has been very frustrating ordeal. It was bad enough to have covid, but the customer service we are not getting is adding to the frustration.

this review is on the Carnival Mardi Gras December 18th-26th sailing out of Port Canaveral. I writing to voice several complaints for the cruise I came from on Carnival Mardi Gras December 18th-26th. My first complaint is during the embarking phase, it was very unorganized, no one acted as if they knew the same thing. There was no social distancing even doing this process. When it was time for your staff to check me and my family paperwork it was a disastrous process. It took two people to check our paperwork and when it came time for them to see our test results, they gave me a hard time because my birthday was not on my test results (which nothing on your company website stated the birthday had to be on the paperwork) instead my doctor office put my medical record number on it. Mind you I have many forms of identification that verifies my birthday (driver's license, passport, passport card, vaccination card as well as my birthday is on both of my children's birth certificates). Besides that, it shows the date the test was taken, time the test was taken, name of the facility, my name and the name of my doctor. The two ladies threaten me that I will not be able to board the ship with the rest of my family, my children started crying because they fear the worst that mommy would be able to go on their birthday cruise with them (my son birthday celebration on the 19th and my daughter on the 25th). We had to be escorted to this place and that place because the staff has no clear direction. Later it was blamed the staff is new and that's why it's so much confusion. This is very unacceptable way to start a vacation. My second complaint is paying $150 to have my son tested the day of the cruise and the last day of cruise when you required him to be tested before we even get on the boat. What sense does it make to have them test, which no one told me about the results and come to find out after my family gets off the boat, we are all COVID POSITIVE! We all came on the cruise negative! Explain this! The negligence on this ship or with this company is past unforgivable to jeopardize my children and my life by clearly letting someone pass through with this horrible virus. My third complaint is when you have children on board who cannot get off the boat unless it's a "bubble tour" have more activities for them, the club wasn't open for them, the arcade did not have enough age-appropriate games for smaller children, the build a bear workshop did not have enough slots for my children to have the opportunity to make a bear. I was very disappointed and feel like I wasted my money coming on this cruise. My 4th complaint is the food, it lacked seasoning and the portion size in the dining rooms was big enough for my 4-year-old to get full not an adult. I had to constantly order more food to just get satisfied/full. Most of the food was not even edible from the overdone potatoes to the super watery eggs and oatmeal, nasty sponge cake and the flies on the pastries and fruit. My 5th complaint is the children! yes children! (my now 13 yr. old witness) were vaping and fighting, also broke the ice cream machine and making a mess of everything. My last complaint is getting off the boat, still a freaking nightmare and no clear organization. Basically, letting people get off whenever they feel like it instead of letting people get off according to their floor to keep down overcrowding. Nowhere on the cruise they encourage social distancing, barely enforced people wearing masks. This entire experience with Carnival has been a nightmare...

I booked a Carnival cruise and need asssiatnce with the reservation. I called Carnival on 3 occassions yesterday and a message said they were too busy and I was disconnected each time. Today I was not disconnected but have been on hold for 4 hours, 28 minutes and 20 seconds so far. Customer service is horrible and I wish I had never booked this cruise with Carnival. Booking number S53DV7.

For 2 days I have tried to get thru to change my cruise as allowed before 1/14/2022. Cruise ports deny entry. Not interested in going anywhere else. I am interested in changing cruises as allowed. Toll free number is the only way to do this. They keep you on hold for over an hour and then they hang up on you due to high volume. This is worse customer service on the planet. Please pick up and serve your customers. Booking # M39DW7. Call me at below to change cruise. I need a CSR to call to change a booking. I will not confirm booking for January 8 - 14 sailing. I need a CSR to call. Interested in September 17, 2022 sailing. This is a fourth request.

Good morning! The reason I'm writing is because I have not received the entire refund of my cancelled cruise. Here is my cruise information:
Booking number: G92NS0
Cabin number: 5233
Date of our cruise: April 10th, 2021 from Galveston, Texas

On February 9th, 2021 Carnival cancelled our seven-day cruise.
On February 18th, 2021 I received a $1, 707.94 credit on my Discover Credit Card (number ending in 3068).
On April 21st, 2021 I received a $260.32 credit on the credit card.
These are the only credits received from Carnival Cruise Line.
We truly need to get matter resolved; we have not received any information nor communications from the cruise line. I've sent an email to Customer Service to no avail. I have called the cruise line and asked to be connected to the resolution department. Once the call was transferred, I was on hold for over an hour and finally disconnected. Samuel P.

On December the 20th was my first attempt to cancel my trip which was scheduled on the 28 under booking number R57XF9. I paid the cancelation insurance however I cannot reach anyone to let them know I want to cancel.
I also noticed that the website does not have a link to cancel the reservation.

My name is John Wickrowski, my wife Yvonne & I are scheduled for the cruise from Long Beach Ca on 1/9/22 to Hawaii. I have sailed with Carnival with 3 other couples on several Carnival trips with no issues, this time is different. I have spent 2 days & many hours trying to do my online check-in. The Carnival system kept locking me out & making me go back to renter my information. After 5 hours of frustration & calls to the Carnival assistance number, where I was informed that the system was down, I finally gave up. Today, with renewed hope I tried again, same results. Determined, I set up 2 laptops & every time one locked me out out I went to the other. After 4 hours of going back & forth I finally got all me info accepted. This was absurd, I was on the verge of cancelling the cruise. My travel agent said she was having the same problems. This will be my last trip with Carnival!

I have been on hold for 4 1/2 hours. My clients final payment is due this week and they have questions that I need answers to before they are willing to make that payment. How can I get through?
I want to know what recourse they have if they decide not to go because they are worried about the covid threat and also not being able to stop at ports.

I took a cruise on December 11th to the 18th with my daughter booking number R59tp5. I booked a shore excursion with my daughter that said it will only hold 10 people no more. The excursion was supposed to be a 3 hour dolphin experience. Well day of the event 17 people got put in the excursion and a bunch of un - vaccinated kids I no this because I spoke with parents and they told me they were told that was the only excursion they could be in because there kids didn't have covid shots. So our excursion was cut to 2 hours we were rushed through it because it was over crowded and it was a joke. Two of the kids were sick coughing and had running noises. Then the next crappy thing was we didn't get let into cabo san Lucas. 50 dollars does not fix that come on. So many things were wrong on my first cruise it was disgusting. Also my husband wasn't able to go and carnival said they would pay me back for the dinners I bought for him. They only refunded me 15 dollars when I paid 30 dollars for each dinner package plus gratuity. You guys enjoy ripping people off? Not cool. Its bad enough I didn't the money I payed for him fully back so come on... My name is Melissa Guirl

recently traveled on carnival ship magic, 12/4-12/12 out of port carnival booking number K90DV7. prior to sailing recieved a letter telling us to get out travel pin at the photo shop. on the second and fourth days out we inquired about the pins. we were told by two different staff they did not have any carnival cruise pins. we asked how to get out pins and were told we had to contact carnival. also talked to guest services and they told us the same thing. i have contacted my travel planner and was informed we had to get out pins on the ship. i told him what happened and he said to go to the complaint department. as a regular patron of carnival and stockholder i am asking to please get a pin with the date on it as i have collected them. i realize that this is a small matter but important to us.

I have sent several emails and made numerous calls. I currently have been on hold over an hour! That makes 3 times since November. I left my number to call back . In an hour someone called but left a message instead of talking with me. They said they would try back 3 more times. NOTHING.
I have sent a detailed email and nothing! My cruise manager is ERIC Carnival Freedom March 26th .Booking number M09RQ7 stateroom 8350 Group with Carlene Rhodes
Two people in our party have dropped out and 2 more are probably going to because of vaccine mandate. The change that comes effective March 31 would be most helpful for our March 26th cruise which is testing plus 150. plus testing on ship. I NEED TO KNOW ASAP if two people who have had covid and test negative still have to have the vaccine. Need deadline to cancel in order to get full refund.

Also my room has TBA because my granddaughter would not committ until she checked with her boyfriend. Now she booked an additional three more people . I had mine listed by ERIC as TBA it shows on my receipt TBA. I did start filling out for Bailey but did not confirm. I need to List Lani Medina in my room and Bailey Marshall IS IN another room. it is 5:00 pm 12/17 and I have been on line with a representative that has not been able to answer any of these questions.
Full vaccine ONLY no other way to around it. Can't change the room name without 50 dollars and the guests birthdate. No deadline for canceling the cruise and getting refund. TERRY MATTHEWS [protected]
Group Carlene Rhodes.

PLEASE HAVE an experienced and knowledgeable representative get back with me before DEC 22. Thank you.
Booking number M09RQ7 Carnival Freedom Mar 26, w0ww
Stateroom 8350
Group Carlene Rhodes Guest MS Terry Matthews VIFP [protected] Blue

[protected] [protected]@yahoo.com

I cannot get through to anyone to obtain any answers by phone after waiting on hold for over 25 minutes for 2 consecutive days and the website doesn't provide the information I am seeking. The website also doesn't provide an email contact to ask any questions via email. This is terrible customer service. I am seeking to find out what services are provided with the state room I reserved for which limited detail was provided.

I am booked to sail on Carnival Cruiseline's Horizon on December 26, 2021 for my 25th Anniversary. A few days ago I learned that the Horizon is broken down and they are offering a refund or a cruise credit of 25% off your next cruise (which I won't be taking!) because they moved us to another boat. I have spent the better part of the week on the telephone mostly on hold. Today, I held 2 hours and 10 minutes before I finally gave up.

Two days ago I got an agent on the telephone and she told me the ship was going to provide me with a $200 onboard credit for the inconvenience of moving to a ship with many less amenities than the one I booked. I felt that was fair compensation and continued with my reservation.

Yesterday I found they had moved me from the front of the boat to the back of the boat, and that the agent could not change my room without my talking to a supervisor. I held 45 minutes for a supervisor, but finally got a room change (unfortunately on a different deck). At that time she said I had a $200 on board credit showing on my account, so I was disappointed with the room, deck and boat change, but at least I had compensation.

Today I called and got an agent on the phone after a 2 hour wait, and he told me there is no $200 onboard credit on my reservation, and that they are not compensating passengers for the inconvenience. Wow! All this after I had to deal with them cancelling my cruise 4 times last year due to Covid. I am so stressed and frustrated, I feel my anniversary cruise is just about ruined!

I would like to see Carnival restore my credit of $200 for onboard spending, and stop playing games. This is utterly ridiculous! I am very angry and will NOT cruise with them again.

Hello I had just noticed you guys had changed my itinerary one week out from my cruise and I am not happy about this one bit! My cruise was for the eastern caribbean's december 18th - 23rd and you guys decided to change one of my destinations one week prior to leaving. Remind you I have already have plane tickets, got off work, bought a hotel in miami and bought excursions for grand turk so I can't just cancel being a week out. I had to reschedule my cruise with you guys one time already because of covid and I strictly said I want my cruise to stop at grand turk so I can propose to my girlfriend, hence the reason I picked this one! Today the 11th of december one week away from my cruise I noticed you guys changed the days around and my destinations. You completely removed grand turk from my destinations and put bimini in replace. Bimini is a 45 minute jetski ride from the keys and if I wanted to go to bimini I would go to the keys and jetski there myself. Carnival doesn't even have any shore excursions here to book or anything to do, I would like a partial refund back or on board credit because this is rediculous.

I've had to cancel and re book several cruises with carnival due to the pandamic, and we have just canceled another cruise. Carnival has Done a good job of refunding my money however they continue to lie about mailing the gift cards which total over 1500. Every time we wait on the phone for over 3 hours sometimes they tell us the cards have been mailed.. NEVER RECIEVED THEM! Im tired of waiting for hours to talk to someone, I just want my gift cards or the cash equivalent.

On November 6 2021 we sailed on the carnival panorama and had one of the best cruises we have EVER had! On the panorama there was a lot of excitement about the carnival Radiance (our November 2021 sailing on the Radiance was canceled so we moved over to the panorama). Once we returned home I called our carnival personal vacation planner Ralph to let him know what a great time we had and to cancel our carnival Dream cruise next October and rebook us on the Radiance. He did rebook us on the radiance but did not cancel the Dream and was supposed to work on transfer the deposit to our new radiance booking but he stopped all communication but one text that he was working on it. It's now December and the Dream was still not canceled. I canceled the Dream myself and carnival sent me a form to have my deposit transferred to the radiance. Dream P02CB6, radiance R68HC0 my VIFP number is [protected] platinum. I filled out the carnival form and it would NOT SEND! OMG! I love carnival but what's up with NO CUSTOMER SERVICE? Please help carnival and not only look for new cruisers but keep the loyal cruisers you have! Don't t shut us out

How cruise was cancelled by Carnival Cruise sailing out of Miami. One, we switched over to Tampa but could not transfer our onboard credit. To me this seems a little shady, but tried called multiple times being on hold for 2 hours a time. Carnival, you guys cancelled the cruise not me uphold the offer we had it was not our fault. I'm very disappointed.