Carnival Cruise Lines
Reviews and Complaints

My Sept 26 cruise was cancelled and I selected the option to rebook and recieve $600 onboard credit. Instead I get a letter back that says they have given me credit for only my deposit minus $50 PP fee since it is a non refundable deposit. I don't want the money back but I want the full deposit credit along with the $600 onboard credit. I would like to rebook but if this is not honored will not be doing so. Thanks for addressing this. Daniel K

Me and my family has a cruise booked in march.we understand it was out of carnivals control. So we reschedule for another date and it was cancelled alao. So we reschedule for a third time. The first cruise that cancelled we used the got streak bonus which I was supposed to get $500 and free drinks in the casino. Well when the cruise was read they said I had to pay an extra $600 for the same cruise but the was going to give $300 per room onboard crwdir.plus the $500 got streak bonus. The second time we had to reschedule they said I had to pay another $300 but that the got streak bonus was no longer available. So we paid more money for the same cruise but we were to receive no casino cash. But now that it has been cancelled this time we just decided we have paid carnival enough and every time we get less incentive. So we decided to get a refund and cruise with royal Caribbean. But now carnival said it would be at least 90 days before they would send my refund. This is not right carnival has has my money for 8 months now they want to keep it another 3 months. They took my money out of my account in 10 seconds so why take 90 days to return it?

My cruise was canceled on Mar 16 2020 & I have still not recieved my refund. I filled out the form on line on Mar 30 2020 to get the full refund. About 4 weeks ago I was told by Carnival customer service that my refund had been processed & I should be seeing it any day - 4 weeks later still no refund. I have now been waiting 96 days for my refund. Today I was told by Nicole in Customer service that she was not allowed to discuss the status of my refund, and that she could be fired for doing so and to just be patient. I was patient for the first 95 days! I need my money back.

I had a cruise booked when the COVID-Virus hit. The cruise was canceled of course, and we rescheduled. However the first cruise had insurance as does the re-booked cruise, however I'm being charged twice for this. There is a balance on my current cruise of $230.00 which is the amount of the insurance and I don't understand why I would be required to pay again and everything was transferred.

i'm currently scheduled to sail on the mardi-gras 5-12 Dec 20 booking #C10FP9 i'm 67 years old. I'm worried about the virus surging again in the fall according to the experts. At my age i'm in the high risk target range. I was wondering if my $289.00 penalty could be put as a credit towards a cruise in 2021. I'm still working on trying to get my platium card. Thank you
Mr Lawrence Owens

I can be reached at [protected]@bellsouth.net

For many months I had a booking for april 11 2020 on carnival breeze from port Canaveral. This trip was cancelled by carnival due to this awful pandemic virus. After this cancellation I called and had an operator move this booking to January 16 2021 on carnival radiance. Booking g43kh7 monies I paid was moved to new cruise except for cruise insurance costing $230.00. Now here is the problem I want that $230.00 to move also. I received an email after I had moved this trip that they were crediting everything and moving even the insurance fees over if I went online and rebooked my cruise. I feel I should get that back. None of this is my choice or carnivals. please add $230.00 credit to booking G43KH7 Port Canerval Carnaval Radiance Jan 16 2021

I received the email notification that my birthday cruise would be disrupted due to the Coronavirus. On 3/30 I sent in my form online to request my refund of my cruise that was set to sail on 4/30. Today I call in to customer service and was told by an agent that my refund request was just submitted on 5/1. That is totally unacceptable. She stated that the form was taken and imputed manually. And it may take up to 45 business days. First of all, it should have been communicated if in fact this process would take this long. Why would you not inform your customers? Second of all there is no way that my refund should take this long to be refunded back to my card. What happened to 7-10 business days? Even if in fact the refund was submitted by your people, I should have it by now. My bank has no record of anything being processed back to my account. Someone needs to contact me ASAP and five me my money back. This is a disgrace. No business should be ran like this. It makes me never want to sail with you ever again if there is this much hassle.

Janae J.
Email: janae.[protected]@yahoo.com

I filled out the form on 3/30/2020 and was told 7-10 days for refund. The credit card Carnival World MasterCard says they have not received anything when I call Carnival they say they have sent the information. I would like to know when I can expect to receive my refund. I realize that is a difficult time, but it is also difficult for individuals that have paid for these cruises and/and or excursions, drinks, etc. And they should be receiving their money. It has been 45 days and I want an answer or do I need to seek legal assistance.

Cancelled cruise on April 10th, 2020 and charged a penalty. Told that I would recieve the refund within 14 business days because of COVID. Carnival terms and conditions, states 5-7 days for refund. I was told I would if Carnival cancelled cruise that I would recieve 100% refund. When calling customer service no one has any answers. Poor experience. Will not book with Carnival again.

Carnival Cruise Glory booked for April 26 toMay 3, 2020. Cruise cancelled by Carnival due pandemic. However refund of deposit, $250.00, being denied by Carnival. Being told refund not due because additional payments were not received. My response deposit made on cruise that was cancelled by cruise line due to pandemic. Cruise departing from New Orleans, La. Deposit made by Ms. PAMELA CHAUVIN, 51 MARTIN DRIVE, NEW ORLEANS, LA., 70126 by credit card. Booking number 9hms35.

Booked our cruise almost a year ago which was set to depart from Orlando on May 2nd. Booking number 9sks52. After charging me the remaining balance you cancelled the cruise in the beginning of March. I filled out the form for a refund because who knows when you will start sailing again. I booked and paid plane tickets as well. It's been nearly 2 months and I have yet to get my refund. Funny, but the airlines are going through the same issues as you, were still able to issue my refund in 6 business days. But here I am still waiting for it. I tried calling customer service today to find out when I could expect it... I was hung up on by the person and pushed to and a questionnaire to rate my wonderful experience. Am I getting interest on this loan you are forcing me to give you? Or do I need to consult a lawyer about the money you owe me and will not refund or let me know when I can expect it.

On May 5th at approximately 4:45pm, I called Carnival Crusie Line to request a full refund of a cruised planned for August 16th 2020 out of the Baltimore Harbor. The Port was closed because of the coronovirsus. This reservation was to be part of a Wedding party (Family and friends honeymoon). Now since everyone else have already cancelled, I do not want to wait to see if the cruise takes place and I shouldnt have to pay for a cancellation fee. Oh, by the way, full payment is due on May 15th, but if I cancell you guys want a $375.00 cancellation fee.

The Port is closed and I would like an immediate refund. I do not want any onboard credit or monies for a any future cruise

I now have been on hold closed to1 hour and 45 mintues with no response from anyone.

This is not actually a complaint. It is a request for a refund on a cruise I cancelled. Booking #'s G02FG1 and GO2FG2. I should be receiving a refund within 60 days. I am requesting the $300.00 dollar fee (For Each Booking) for a total of $600.00 that was not refunded. I was told to contact [protected]@Carnival.com. Reached this site.
The Corona Virus issue is why I cancelled. The cruise was to leave the Port of Miami on 6/29/2020. Due to a hospital stay and now restricted from working I really beleive I should get total refund. I canceled last week which was at least 60 days in advance. Was told that I would receive that $600.00 as a future cruise but had to make decision beore 12/31/2020 and would have to book a cruise before 6/29/2021. At this time I cannot make a decision on a future cruise nor do I know If I will be able to afford it within that time frame. I would like comple refund for total cruise charges for both of these bookings. Hopefully, I will get response with a fair refund. I fully intend on booking a future cruise but am not certain when that will be.
Thank you, Brenda Leimer

I've now had to book a 4th time, I've spent over five hours on the phone, been disconnected twice with no call back. Please have a member of management call me directly [protected] to discuss. I'm way past being pissed off. You would think you would give consideration to the people who have to rebook for the fourth time priority over others. I'm looking forward to sailing with you but your approach to a customer rebooking for the fourth time since March is not your priority. [protected]

My name is Angelina Fasano and my booking number was B32PN1. I paid for my cruise, which was supposed to sail May 2, 2020 through May 10 2020. Several weeks ago I was informed that my cruise was being cancelled due to Coronavirus concerns, which was disappointing but understandable. I chose to receive a refund for my cancelled trip. I have not received said refund to date, and when I called to see what was going on with it, the customer service rep tried to give me the run around, telling me at first I would have to have the agency that booked the cruise call to find out the status of the refund before finally admitting that your company has no clue when you will be able to refund my money, just that eventually it will get back to me. This is absolutely unacceptable. My money was initially taken without hesitation when I booked the cruise. The refund should have been given just as quickly. Even more concerning is the lack of answers your company can provide. I have traveled on Carnival a few other times and truly enjoyed the experience, but unfortunately it only takes one negative situation to leave a bad taste in someone's mouth and this is one of those times. After this I am fairly confident I will never travel on this cruise line again. It's really not that difficult. If it were your vacation cancelled and your money not refunded with no answer to when you will receive it, I am fairly certain you would be upset as well. In the even that someone reads this who actually cares about the customers affected by this, I can be reached via email at angie.[protected]@vidaseniorresource.com or via phone at [protected]; however I am not holding my breath.

I'm disappointed in the response time on my refund. I clicked link in letter and filled out the form intitially sent by carnival to receive a refund on 3/16/20 I got confirmation it was received from carnival. On 4/17/20 I called back to check on this and was told I was not in the system to receive the refund that they would put me in for the refund? I called back today and receive some lame word by word letter from corporate read by a customer service agent who by the way had time to answer the phone look up my account and read that letter but not to approve my refund? I can go to lowes and in less than 30 seconds the desk can put a refund on my cc but carnival can't. Interesting? I bet I can book a cruise and they would take that money instantly off my cc. Disappointed in the run around. I really need that refund with the way things are going right now. They committed to the refund just do what you said you were going to do within a reasonable time line. Especially since your system cost me 30 days. I will be using a different cruiseline in the future due to this lack of efficiency and concern for the customer.

We were supposed to go on cruise may 10th out of baltimore md, my cruise number is 7wfl56 and I have called numerous times, and get transferred every time to a different person who clearly can not help, but they can reserve a cruise for me and take my card for payment! Which is complete crap! I want my money back before I pay for another one, i'm sure as hell not paying twice! And I am not transferring the money to a new one, this time in sept, when everyone wants to go again, i'll pay just before we leave! This is clearly the worst customer service I have ever seen! Reading in the complaints, a rep from carnival, sadly they don't even put their name in the box! Just another poor customer service, probably a auto response, but in their (carnival cruise lines) it states that they are approved over time to take care of customers! Well the only thing I see — - is a lot of people trying to sell a cruise, not taking care of the customers they have, I for one read a few things online that make sense to this, not getting refunded, up to 90days, 3 months! Well someone stated that carnival does not want to refund money until the very last day so they can keep the interest that the money is making in their acct, because of this virus, they lost money, so make it up by taking ours, I was told by a money taker, saleswoman that someone would call me back by the the 24th of april, if I dont here from them by then, i'm going to call the u.S. Dritrict atty office and see what they know about this, I called today at 4pm and was on hold for 35min, at ext 70068 and when someone picked up, they transferred me to someone who could help sell me a cruise again! Every time I call! Then I was on hold till 5 :45pm, I hung up and called back, it said sorry our office closes at 5:30, hummm. So leave me on hold even though your closed? Again shows their customer service! If by chance someone from carnival reads this, if you want to talk to me, all my info is in that booking number, 7wfl56. But i'm interested in the millions in the bank collecting interest I wanna know if i'm gonna get interest on my money for you guys holding it, and again asking that question to the people on the phone they have no idea they just wanna know if they can help me book a cruise so I guess i'll ask the us attorney generals office maybe they can help answer that question for me, because three people including my rep from carnival said that there are thousands canceling every day for the last two months, ok the math is simple, 60000 reservations x2000 booking fees, that's 120millon, that's my cruise rep numbers, again i'm just very concerned why I can't get refunded. Sorry for the rant, but very unhappy with the service!

I book a three person trip for April 27th out of Port Orland, FL.
This was my 55th birthday celebration, me and my best friends birthday of the same day, (April 20th)and my fourth year anniversary to my husband on the 29th as well. So your cruise line canceled, not me.
Mean while back in Springfield mo I'm at work at a hospital helping covid19 patients with only a half a refund.. The cruise was over 1800 hundred and I received on 900 back. I need full refund. This was your cancelation.
Cathey Louviere
Ozark, Mo. 65721

Its obvious everyone is upset about not receiving their refunds from carnival as promised. They give a lame excuse about offices being closed, although, the rest of the US is working remote. How do we engage the nxt level- whther it is the BBB or Congressman/Cpngresswoman to put some pressure on them. They want to keep the money as long as possible to collect the interest on it but in times like this, most people need that money back to make ends meet. Where do we go next?