Carnival Cruise Lines
Reviews and Complaints

I have been told 5-7 days for a refund for excursions of which has not occurred and the then was told that it would be 30days for the actual cruise refund. I called again and now I am told 90 days. This is not acceptable. I have over 2000 dollars wrapped up in this and I should be able to receive a refund within proper time frame. After all it is my money and the cruise has not happen. Please send me my money. I am a single mom and this money is needed so I can live given the state the world is in. Booking number is D05RF6 email is [protected]@yahoo.com

I am writing in reference to the conversation between my wife, Mr. Allegretti and me yesterday with regards to canceling the subject cruise. Mr. Allegretti informed the two of us that we would incur a refund penalty in addition to forfeiting the cost of the travel insurance if we canceled through Carnival or he said we could file a claim through the travel insurance. For whatever reason, Mr. Allegretti canceled our booking despite me saying twice to him that I would call the insurance company and file a claim. Mr. Allegretti claimed the action was irreversible and we were penalized $298.00 in addition to forfeiting the insurance cost. Mr. Allegretti's action denied us the opportunity to file a claim with the insurance company and potentially receive a full refund of our deposit on the cruise.

I have since reviewed Carnival's cancellation policy and it states clearly that cancellations made 90 days or longer prior to the sailing date would be refunded without penalty. I can only go by the written policy provided by Carnival unless shown otherwise. Therefore, I'm disputing the amount of the refund from our deposit for this trip. We are not interested in your proposed courtesy booking (G94ZB3). We want our deposit back.

I was due to sail on Carnival Sensation on 6/11/2020. My husband lost his job due to coronavirus. I tried to hold out on cancelling my 2 cabins (F55CJ3 & F55CR3) because I really wanted to go on it. Finally I had to cancel on 3/20/2020. I called Carnival and was told I would get a full refund in 10-14 days. Nothing so far. Now Carnival is saying within 2 wks to 90 days.
I dont understand how a company can be so heartless doing this time when hard working people actually need their money. What Carnival is not taking into account is when this crisis is over, the way you treated your quest during a crisis will always being in the back of their minds when it comes to booking another cruise. Mostly definitely I will not be booking another cruise with Carnival cruise or will I refer anyone.

I was given a credit from previous cruise, and I was given a time frame to use it, so I've booked another cruise for April 27 (Inspiration), all set to go. But I received a email that it got canceled, I had tried last three days to contact your company and my booking agent, all I got was long holding time, and a agent from your company saying please call your booking agent and try to call back next week! All I wanted to know is, do I lose those credits? or if I decide to get refund in form of money, do I get the credit in the form of money too? please help! I will definity go on a cruise after all this chaos is over.
My name is Kien Wu my cancelled cruise # is [protected]/ B73TZB
My email address is [protected]@yahoo.com/ phone [protected]

I took my family on a cruise out of Baltimore MD with this company and it was terrible. First off the ship was old and dirty. No real swimming pool, the ship was not sailing smooth and this was my first cruise. This cruise ship looked like it had to be from the 1970's and again not what I was hoping to see from brochures I have seen and commercials I watched on tv. So I will never get in a cruise again all because of these people.

my booking number C71DT9 Augs 9 2020. leaving out of san franciso for the Alaska cruise. When I made the reservations I told the agent that my husband would be joining me but i was not able to put him in just yet and she said that I would have til May 11 to day his name, will I called on March 26 2020 to give them his information and they told me that I could add his name but I couldn't and him. I asked why and they said because the person that made my reservation did not block the room so it had two people in the room and now the cruise has all the people it can hold. I told them that was not right because I was told that the room and cruise showed there was two for the room when I made it in the first place. The person I spoke with yesturday said had the person that made the reservation in the first place and done their job right then there would have been not problme but that is not what happened and now my husband can not go with me in this crusie. I told them this is bull **** and they need to fix it. Their solution was for me to call be through out the day and see if someone canceles and then they can add his name to the room which should had been no problem if they had done their job right in the first place this is very in convent for me since I work in the medical field and at this time of day it is not something I can do just sitting and hold and wait to see if they can fix this mistake. This very bad service, I have been cruising with Carnival since 2005 and I am platinum.

Due to the corona virus, Carnival cruise lines encouraged passengers to cancel and rebook cruises from March through April 2020. They promised refunds and future cruise credits. I spent over $3, 149 on a cruise for two. I only got $765.00 back as credit card refund and $1, 481 credit on a future cruise. They owe me $888 still. Im getting the run around

Booking #G28SZ5
PIN:2909
Victor A Soussi
[protected]

Due to prices changes i requested two differant refunds
1)on 3/12/20 i was approved to be refunded $180 due to price change and was told it would be returned to my account in 7 to 10 days

2)on 3/19/20 i was approved to be refunded $917 due to price change and was told it would be returned to my account in 7 to 10 days

I have not recieved either refund yet as of today 3/26/20
I just called and am now being told i will take up to 90 days. This is not what i was told when i requested the refund.
I would have cancelled the entire cruise if i knew this from the begining.
I will not be doing any business with carnival going forward ever if i have to wait 90 days for the return

Me and my husband and about 26th other people went on this grand vacation we had planned for over a year.We went on the Horizon on March 7 tho 15 2020.Let's just say I wish I did cancel my trip when I had the chance after what we went through..The food was cold the severe wasn't very friendly I was always reminded to wash my hands Sanitize my hand

my name is andrea adeniji ( [protected]@yahoo.com) and dorothy williams ( dorothy.[protected]@yahoo.com) I andrea adeniji have been reaching out to Jose Arreaza agent for carnival cruise line conquest [protected] ext 86331 ) trying to get a total refund on my D26XN8 april 20-23, 2020 cruise. I am not interested in a credit being it is a difficult time trying to meet the cruise line deadlines of any credit vouchers. I am taking care of a elderly parent as well as Dorothy is a 70 year old that has health concerns of her own. We have had to make plans with fulfilling this current cruise having other family and work obligations in preparation for cruising. It is not feasable for either to meet deadlines of future credit cruises at this time. We are in the city of Ilinois as our governor has put us on shelter lock down as well as my employer and I have been requested not to travel during this pandemic at this time. Thank you and looking foward to cruising with you again in the future.

I want ALL of my money back from Carnival crusie lines. Because a doctor told my husband not to cruise we cancelled before they changed policy once again . We lost 718.00 Being seniors we can't afford to just throw away money . This is very unfair . What a rip off company .booking number 7ZSW41 How can they get away with going this to thousands of people . Our goverment should not be helping them out in this time because they are a rip off.

Booking # D10NR1
Date of Cruise: 3/14/2020
I am asking for a refund for my hotel, airfare and meal. I was notified by Carnival 11 hours before my departure time and had already flown into the port the night before. I had to flight back home the next day since no cruise had been cancelled. Received notification at 1am that the cruise was cancelled and to be at the port at 12pm. Have been unable to get a hold of Carnival due to a high volume. If I would of had more notice I could have cancelled my flight and hotel.

I booked a cruise and paid for it in full on day one earlier this year. my son whom I paid for in our party has a wedding to go to so we called to remove him from our party and only receive an onboard credit. we are going with friends and family in a large party all of our rooms are together. they tried to move us to rooms far apart. the lady on the phone was unhelpful and rude. we decided to cancel everything due to her attitude. I was not refunded all of my money. I want my 100 dollars they kept. I didn't pay a deposit. I paid in full day one. I want my money back. we have been on alot of carnival cruises but i will never cruise with this company agin if they keep my money. i will also have everyone in our party cancel this cruise too. i will campaign against carnival if this is not resolved. this happened today. booking numbers d68xr3 and d68zf5 id like to get this resolved now

I also booked a cruise for March 2th thru the 30th, I called several times of course waiting on hold for several hours, first representative stated that it was business as usually and was very rude. The second time I called the rep stated that I must fight with the insurance, I bought the insurance cause I was told I could cancel for any reason, then the Corona Virus Update occured. I called Carnival again and I mentioned the President stating the ships should not sale, again I was told it was business as usually, I again called carnival and stated that the March rth update stated that we could cancell the cruise, again i was not helped, I then called carnival again and the rep stated that yes I could reschedule and get the credit. I was also told that the other would be placed back on my credit card, so I agreed, but then I was told no that I would get full credit on the next cruise and I would even have an over credit, She said It would take a few days, well guess what, no refund and no full credit on cruise, the insurance I bought stated percent. I then find out that they did give the option for full credit or refund, but guess what they cant find my old booking number and I cant even get a receipt from the websight. They deleted my old booking. My new booking just shows. I will never go on a carnival cruise again, They lie and in the mist of the national security they treat customers this way. I will be filing a compaint with the Attorney General Office. My fault for not waiting but only was listening to Carnival Reps who were suppose to direct me to the best option, they lie.

So, we're getting screwed AGAIN by Carnival. All travel between March 14 and April 9 has been canceled. They are NOW offering folks who have not already rescheduled/cancelled a 100% FCC AND a 600 onboard cruise credit OR a 100% refund. I have been on phone all morning with Carnival and I am told since I rescheduled, I did not qualify for the new policy. I RESCHEDULED BECAUSE I HAD TO MAKE A DECISION BEFORE MARCH 17. With the wait times and inability to get through and 20 hours on hold so far in a week, I rescheduled our cruise on March 10 because I didn't want to lose our 3274.04. I got screwed out of 680.00 on the rescheduling fiasco and if now find that if I had waited, I could be done with the whole mess. DO WHAT IS RIGHT CARNIVAL. Anyone who had a cruise scheduled during March 14-April 09, HONOR THE NEW POLICY FOR THEM REGARDLESS IF THEY HAVE REBOOKED OR NOT! I'd even settle for 100% FCC and the 600.00 on board credit. It's totally unethical and scandalous for Carnival to treat customers this way. GIVE ME 100% FCC and 600.00 on board credit and I'll keep my booking! I just don't want to LOSE MONEY due to not fault of my own. DO WHAT IS RIGHT FOR ONCE CARNIVAL.

The ability to schedule without penalty is total BS. I rebooked for a less expensive cruise in September...so far, it has cost me 516.00 MORE. Go figure...BE AWARE carnival cruisers. Your future cruise credit is only good for the CRUISE RATE, Not the taxes, port fees, etc. for the future cruise. The difference in the cruises is applied to your onboard cruise credit UP TO 500.00. If the cruise you book is more than 500.00 less than the original cruise, YOU LOSE the rest. PLUS, you are being forced to spend your money onboard...for me, it's 500.00 and I lost 180.00 because the difference in the cruises is 680.00. Carnival is screwing people over in a very stressful time. The consumers are being penalized for trying to make the right decisions as advised by the State Department and the CDC. Shame on you Carnival. I will NEVER book a cruise with Carnival again. I advise everyone else to do the same. When I FINALLY spoke with a cruise "specialist", I was given the incorrect information regarding my future cruise credit...you would think they would have enough sense to handle issues like this. I spoke to resolution manager "executive" RORY and he told me he would be upset too, but unfortunately, he could do nothing to change it. The mission statement of Carnival must be screw everyone out of as much money as possible and apologize profusely in the process. I guess that makes it ok. DONE WITH CARNIVAL FOREVER.

Since Carnival won't let me post on their facebook page and Since I can't get through to customer service and when I do they are being told to tell us that no supervisors are available, no higher ups are available, and the office of the executives are not taking calls from customers I will just continue to express my concerns until someone sees it and does something. Higher ups should be ashamed of themselves and I hope you are paying your reps good to cover on your behalf.

My name is Brandi Nagy. I was on the Carnival Horizon
3/1/2020-3/7/2020. I am writing to express my absolute disappointment
in my time on the Horizon and Carnival's lack of response to my
frustrations. When my husband and I boarded the ship there was no
indication, warning, or communication that we would not be making our
scheduled ports. Our first day was a sea day. Late afternoon, early
evening it was announced our entire itinerary was changing. We would
not be making any of scheduled stops and they would be replaced by 3
different ports. This announcement was made well after 24 hours of
embarking and with little to no time to research or plan excursions to
the new planned stops.

Once I found out that we were no longer going to be stopping as
planned I contacted guest services and was told there was nothing they
could do. The excursions were not even available until late Monday
night and even then most were already sold out. I also inquired with
guest services about the "Great Vacation Guarantee" and was told since
it was past the 24 hour mark that was no longer valid and they would
not be honoring that for anyone. I was told there was no way I could
take advantage of this and be flown home to my original destination
and not to even bother pushing the issue. I had no time to research or
plan for our new stops and feared for my safety by being sent to areas
I knew nothing about.

On Tuesday at our first stop, Amber Cove, we did manage to book an
excursion very late Monday night only to find out right before getting
off the ship it was cancelled. The only reason we even knew it was
cancelled was because people we were traveling with had forgotten
something in their room and found the letter notifying them of the
cancellation being slid under their door way after the debarkation
time and very little time before the planned excursion was set to
begin. Had our fellow travelers not gone back to the room at the last
minute we would have had no idea our excursion was even cancelled.
This was very poor communication on Carnival's end regarding last
minute cancellation and notification as well.

Once in the port, several people working in Amber Cove informed us
they knew Sunday, the day we sailed out that we would be stopping
there. Also during our stop in Grand Turk, several vendors and island
staff also told us they knew Sunday we would be stopping there
Wednesday. So how is it everyone except the passengers knew the
itinerary had already been changed? Passengers were not notified until
late Monday afternoon, evening. If Carnival did not know when sailing out Sunday we were changing stops then why on my sign and sail statement on 3/1/20 at 11:24 a refund credit for taxes, fees, and port expenses?
Had Carnival told passengers
beforehand we would not have been going to our originally scheduled
stops, we would not have even boarded the boat.

Also on deck 11 several nights I noticed cockroaches running around on
the ground. When I brought this to staff's attention, I was told they
would "look into it". Every time I noticed one I would notify staff
and nothing was ever done. This is completely unacceptable and
unhygienic especially with food and drinks being served so close by.

I also let our room attendant know that our couch in the cabin (14217)
had some kind of dark staining on it in our room. He told us he would
make sure it was cleaned that morning. Once we left the room and room
service had been in it was apparent there was no effort made to even
clean the couch. I again expressed my concern and still nothing was
done.

On Wednesday evening my pre-paid wifi was disconnected and would not
reconnect, when letting guest services know they told me it must be my
phone. While discussing this with the representative several other
people were complaining of the same thing. All guest services had to
say was sorry we can't help you. So that was over a half a day without
something I paid for as well.

Overall this cruise was not the cruise I paid for. The fact that there
was no communication from Carnival staff when it was known well before
hand that we would not be stopping in our original ports is totally
unacceptable. The cruise I paid for and the cruise I received were 2
completely different cruises both in quality and cost.

While on board Carnival started giving people cruising after us the
option to cancel or rebook their cruises. This offer was never
extended to us. Had this offer been extended to us we would have
rescheduled our cruise to a later date. While on board several news
articles were published that Jamaica and Grand Cayman did not in fact
turn us away like the captain had originally announced. I feel as
though our ship and the people on it were used as a bargaining tool
and political move with the islands. We were told we would not be
allowed to dock there and they had turned us away when in fact it was
Carnival's decision, not the islands.

This was not the vacation we planned for, paid for, and dreamed for.
Carnival's attempt to remedy the situation by offering an on board
credit of 200$ on the last day is laughable. The fact the captain and
staff knew before sailing we would not be going where originally
planned, the captain lied about the islands denying us entry, and the
cleanliness of the ship was an absolute disgrace of a vacation.

Had Carnival been upfront, provided better communication, and extended
the people on our cruise the same offers being extended to cruises
directly after us, this would be a completely different scenario. The
lack of customer service or care from Carnival is the worst I have
ever received from a vendor in my travels. I travel a lot for business
and I have yet to meet a vendor who doesn't try to make things right
for its customers, until I encountered Carnival.

The cruise we paid for and the cruise we were given are not even
comparable price wise or quality wise.

I has a great time on the Carnival Sensation Sail Date: 3/5/10-3/09/10 the issue is I used my Checking Debit Card to pay for onboard services; now Carnival will not stay out of my account! I am on a tight budget now my account is overdrawn! Carnival received the $618.09 owed as stated on my final bill but seem to keep going in my account adding, crediting, deducting back and forth! This is crazy! Ellen Jordan Folio 46086 Carnival Sensation

Hi, I booked two rooms for Carnival Sensation 9wzs18 and 9wzs63. We had to cancel due to Coronavirus travel restrictions placed on me by my company. We are not supposed to travel internationally and that included Mexico. A few in my group went however a few didn't. We would love to reschedule and have the deposit credit applied to a future cruise. I love Key West and Mexico and I have even been on Sensation before. I was given this link to ask for credit as the rep said it was over their pay grade to do so.

Vineta Pritchard
[protected]
[protected]@gmail.com