Carnival Cruise Lines
Reviews and Complaints

My wife and I sailed on Carnival Breeze out of Port Canaveral from March 30 to April 6, 2019. The booking number was 5HLP91 and cabin 2336. Our travel agent reimbursed us for an upgrade they felt responsible for and also provided other incentives by putting the total amount on our onboard credit. The customer services office gave us a printout of our account and told us that anything we did not spend would be returned to us by a check. When I received a check for $16.30 for refund of taxes, I called and asked about the other $200 that I was expecting. I was told that it is not their policy to return unspent funds from our account, even though we were told otherwise by the customer services on board the ship. I do not understand how they can make a policy to keep funds which never belonged to them.

My husband and I were on the Carnival Conquest 4/13/19 Booking # 6MHJ98. We booked a Deep Sea Fishing excursion in Grand Turk prior to the cruise. We was very excited about this excursion. The highlight of our trip we thought. On the day of the excursion winds picked up. Instead of Carnival canceling or giving the option to cancel we were told that they would alter the route and we would not stop at the reef to fish but would troll the water to fish. If the lines got a bite we would rotate poles to reel the fish in. Needless to say no fish were caught. We never held a pole. There was 8 people on the boat and only 3-4 poles.The ride was extremely bumpy and we just rode around for 2 hours and went back into shore. The guide barely spoke to us. Worst excursion ever. I reported to the Excursion desk as soon as we returned. Included in the Excursion via description was Bait and tackle, rods and reels and license. We saw none of these. The excursion desk even said they never been deep sea fishing so they do not understand the complaint.The excursion desk wanted to refund 10%. That is $30 out of the $310 that we paid. Then decided to refund only $77. I felt this was unacceptable. They claimed this was all they could do. We should have gotten a choice to cancel and book something else. Even the description of the excursion is misleading. We contacted customer service. Nothing they could do. When we arrived home I contacted Carnival Customer service. Nothing more could be done. I'm very disappointed. Money wasted. Such a waste. I will think twice before purchasing another excursion.

I filed a lost report for my wallet I left locked in my room safe, cabin #2217 on Carnival Vista that sailed out on May 11, 2019 and returned May 18, 2019. According to Carnivals home office, only security could unlock the safe and retrieve my wallet prior to the next guest using the safe. I had all my credit cards and $620.00 in cash from cashing out at the casino the night before. Hence the reason for my wallet being locked up due to all the extra cash. After nearly a month, I received an email my wallet was found and had $62.00 cash in the wallet and all the credit cards.
Looks like someone with Carnival help themselves to the cash in my wallet since only an employee of Carnival could open the safe without my code.
Since this was obviously an inside job, it needs to be investigated as to whom opened that safe and retrieved the wallet and helped themselves to my cash. I'm sure your employees have to be accountable of their actions and have to document when entering locked safes. I would hate to think the people we trust and tip for excellent service are stealing from the passengers. I would hope Carnival would respond to this situation in a respectable and timely fashion so l will not have to share my unfortunate experience on social media.

I would like to know who I need to talk to before I have to get legal counsel on this situation. I have traveled on several cruise s with Carnival a d other cruise lines and this was the absolute worst of them all. My security was threatened by guest services and it appears no one cares.

We got to the oat boat early where we were literally bullied to have our luggage taken to the room. We generally dont because we had heard of horror stories about missing luggage. Because of how aggressive they were we just gave in and tipped them. We got on the boat and noticed the boat smelled like a sewer line busted and it was nauseating We got to our room a nd went to the safety briefing and came back and noticed our luggage was still not there. We called Down to guest services and was told they were still delivering them. We said ok. We waited another 2 hours a d went to guest services and stood in the very long line with ppl having complaints about missing luggage . We got to the desk we spoke with them about the missing luggage and was told they we re still delivering them. We left and came back about 7p. Stood in another long li ne a d we were told that all luggage was delivered and that they did not know but they will look into it. When we asked Trevor (Zimbabwe) what is going to be done he rolled his eyes a d breathed heavily. He said they will give us a Carnival shirt. We were not happy but was told they will investigate. we left a d the next day we saw a employee pushing our towards guest services. We told him it was our luggage a d asked him where it was . He stated it was at someone elses room on another floor. We took a picture with him and tha led him because Trevor stated he would contact us if he found anything out. We have yet to get a call from him.

We continued trying to make the est of the cruise but the smell got more nauseating due to back up of sewage on our floor. We had extra charges on our Bill's that we could not explain. We kept going down to guest services to see what was the proble.m. Trevor and Alexandria was at the desk. Trevor was clearly annoyed with the complaints a d lifted his knee over the counter and told a 4"8 young lady he did not "give a F**k. The young lady clearly was upset and witnesses were clearly disturbed with Trevor's actions a d pulled the young lady out of the way fearing he was going to jump over the desk. The young lady was upset and told them how unprofessional he was. This is when Akuxandria called the young lady a "B***h". The young lady was told by the witness's that it was not worth it just take it up after the cruise.

Another family member was alerted to what was going on and tried to go to guest services to just settle the young lady's account. When got through the long lines of several other travelers complaints. Spoke with a Faith about the sit6and was told that she could not do anything with this young lady's account. Family asked for a letter of complaint a d was initially told she did not know what letter we were talking about. We showed her a copy of another complainants letter she smiled and said she had generated them but we would have to wait and they would bring them to us. She got a little rude. Family requested she call security a d she looked as if she called. After about 40 min a d seeing security pass several times, family questioned if Faith really called. At that time Alexandria a m several staff came and gathered in a threatening manner. Family saw Alexandria name tag and asked her if she was the one that called the young lady a B*t*h. Alexandria stated "Yes, she called me o e first and you are also acting like a B**CH".

FAMILY members clearly was upset and as we walking away ran into a roped sign shoved the sign out of the way. Security came rushi6as if we were hitting, threatening like Trevor clearly did.

We went went back to the room after talking to security he clearly understood our frustration and said dont come back to the desk a d complain whe. We returned. We did not have any other encounter with guest services.

We had vigus charges on our Bill's. Our 70 some dollar package with the internet never worked but could not even question that.

When disembarking which we were ad to due after being delayed to get off after not having enough staff to get everyone off in a timely manner. We received a letter they stated we had to sign or we could not get off the boat stating we could never cruise with Carnival ever again.

We waited about a week to complain as we did not want to still be angry when speaking with customers care. She got back to us about 2 weeks later to I form us they could not reverse a decision of the Captain. No calls to witnesses, no pulling of tapes to investigate our claims.

This is very upsetting and AMERICA needs to start an investigation on how travelers are being treated when we leave port. We felt like prisoners from the time we boarded to the time we got off.

This was carnival Sensation from Miami 5/11 - 5/16
Monique Lacroix

First was the safety meeting. They packed us in there so tight shoulder to shoulder. My face was basically against the wall. You couldn't even hear or see the person talking to you. The safety meeting was a safety hazard. Most of the staff was very demanding and not helpful. If walking about the ship they would walk right in front of you making you wait for them to pass by instead of saying excuse me or please go ahead. We paid a lot of money for this cruise and that is how they get paid. We did have one waitress that was more than helpful and kind and really made us feel good. Keldisa from Albania She was GREAT!
There was never enough seating for eating or laying outside. you would have to wait for someone to get up or or go to your room. Never enough salt and pepper, you would have to ask servers which they never brought any to you so you would have to borrow from someone else. Once my utensils had left over food on them. The ice machine was always out and the drink machine came out so slow it held up the line very bad. The ship was way to crowded and you couldn't enjoy anything from waiting in the lines. The ship was not organized like our previous cruise. The director treated this cruise more like a teenage cruise other than families of all ages. There is a huge language barrier. I know that there a lot of different accents however the announcments need to be more understood due to most of the travelers that board in USA are English speaking. Getting off the ship for Half Moon Cay was such chaos. You were given a number to get off which was a joke. There were numbers of all kinds that got on it was so unorganized. On the morning of coming home early in the morning around 2 all you could hear in the hall way was a loud vacuuming sound and lots of movement. We were also told to go to floors 4 or above to wait for deck number to be called out. we were told you could wait in Casino which we did and guess what you couldn't even hear the speaker. We asked about it and were told that speaker doesn't work well in there. It wasn't just us that had bad cruise lots of others complained also. Some that were frequent cruisers said they would never do this cruise ship again. We went with some first time cruisers who said they will NEVER go back. And now i feel the same. I understand its a lot of people and you have to have some patience. But this was a bad time. We feel we wasted our time and money. We deserve something for all these issues. I was told i would be sent a survey within 24 hours of getting off ship. I never received it so I had to search for how to complain. This ship was carnival Sunshine that left from Charleston SC on June 1st to Bahamas, Half Moon Cay and Nassau

Mischa Partridge
1304 Thomason Road
Albertville, AL 35951
[protected]

I was recently on the Carnival Miracle sail date May 26th 2019, Booking # 7HVC78. I believe my folio # was 8585. Sailing out of Tampa FLA. My luggage was searched at the Sanford Fla. Airport and I subsequently lost my Gold Sail & Sign card in the process. I collect these and would really like to have that card. I was wondering if you could send me a Replacement my home address. I would be willing to pay any associated fees.

I may be reached at: [protected]@gmail.com

Thank you.

Joseph Walen

I am a travel agent who had booked a group with Carnival. We decided to hold off on taking this cruise and we were well within the timeframe of no penalties. I cancelled everyone's reservations except one. Carnival penalized and charged cancellation fees on all reservations. The final reservation that was still going to take the cruise had asked me to release their reservation to Carnival so that they could make changes if need be. Carnival informed me to send in writing (on letterhead) my request. I get it, new policies. I did that and after 2 months of fighting with Carnival, they still hadn't released the reservation. My clients, upset at this point, informed to just cancel it. Carnival charged them $200 cancellation penalty and we still hadn't reached the penalty time yet. I don't know what happened with Carnival, but I refuse to sell them any longer. Their customer service has gone down the drain.

Dear Mr Arnold Donald CEO,
Booking #: 1GMH82 Sailing: 04/14/19
I still await your response to the mail that should have been sent to you along with this email. I have resent as advised and would like you to acknowledge receipt of this as so to know it has been sent.
After receiving the many letters from Tamara Fulmer, I was quite upset about my complaint to a member of your staff not being reported as I said ‘We spoke to an outside representative from Carnival and explained our plight but this seemed to fall on deaf ears as 'sympathy' or 'empathy' seemed not part of his jurisdiction. I have also been told that ‘our on board Medical Centre is available during posted hours of operation'. I have been advised to explain in further detail that due to spinal surgery and having two titanium rods and screws in my spine there is nothing a G.P. can do to relieve the symptoms caused by standing for three and half hours as pain killers are not an option when you have lack of mobility. Rest and physiotherapy exercise is the only relief and takes time. Due to the standing, my holiday was only half of the adventure it should have been and this is Carnivals fault. It was not my choice to stand and suffer the discomfort caused by your delay. This unfortunate situation was forced upon me by the decision made by Carnival Cruise Line to allow the previous tender to not vacate the ship on its allocated time. I feel that you pandered to the few and not the many.
Whilst, and I quote ‘We're so sorry that we've left you feeling as though your issues have not been given the attention they deserve. Please be assured that your observations about your Carnival cruise have certainly not fallen on deaf ears, as they have been forwarded to the relevant managers who will review this feedback and follow-up internally.' How does this justify my holiday being ruined?
The onboard credit in the amount of $50.00 USD which as applied to each guest's Sail & Sign account, as a gesture of your apology for this situation does not take into account individual loss and in my case unfortunately, a loss of mobility which resulted in not being able to enjoy and participate in what was a very carefully planned out holiday.
I hope that you can see some reason and fairness with my complaint and can at least compensate me realistic in a fair, empathetic professional manner.
Sincerely,
Mrs Patricia Tough BA (Hons)
Patricia Tough
Booking reference : Booking #: 1GMH82 Sailing: 04/14/19
21 Camborne Crescent
Newcastle
Staffordshire
ST5 3NG
RES6756621
Original complaint date: 05/05/2019
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REF:e44a9d1e1662a5137db2077be622bf33 ------------------------------------------------------- -----------------------
20th May 2019 at 19:58

My name is Alexis Lopez Ledon Booking #7QVH80, we had a trip to key west and Mexico, but unfortunately I suffered a heart attack just 7 days ago, i was treated at Baptist Hospital Cardiovascular Center
in miami florida and underwent a catheterism procedure and an stent was placed on my coronary artery also i have to continue with an extensive blood thickening treatment like coumadin, very powerfull pill but at the same time very danger because if i cut any part of my body or have a contusion i can bleed to death.My cardiovascular doctor recommended me to cancelled any trip outside usa or far away of any emergency center, besides that i have to see the doctor every monday from now until December and also i am using a life vest 24 hour a day.When i called to cancelled my trip i was told i had a 75% of penalty, i believed this is unfair because it was a medical emergency i wasn't expected or desire.I believed this a liability not only for me, also for Carnival Cruise Company.i think is fair to be refund 100% of what i spent.
thanks your attention,
Sincerely,
Alexis lopez ledon
[protected]
note:Find attached a doctor's letter

I have just returned from the worst cruise ever, the very first day we had the worst smell, it seemed that a toilet was backed up and everyone kept saying things like "NY City water is dirty" I always leave from NYC and this is the first time I have ever smelled such a foul smell.

This smell stayed in the cabinet and hallways the whole time, 6 middle. It was nauseating, I had several reservations and had to attend because I really wanted to have a great time, after eating threw all the food up...just could not keep food down but still tried to have a great time...

All this and we have rocky water the whole time...along with the sickening smell what a horrible combination.

I will never travel on Carnival again...and I love to cruise and do so every year. Thank God there are other cruise lines.

Folio - 9176

This doesn't really matter, I already spoke to a customer care and submitted a whole list of complaints about our 14 day cruise to Hawaii on the Carnival splendor on April 27 thru May 11th and although I submitted a few pictures and informed them that all my complaints could have been seen if they look at their surveillance camera on the ship they basically said it was not the norm for carnival but they would give us a $100.00 on board credit the next time we cruise with them, I was so insulted, the cruise cost us $5900.00 not to mention the $1100.00 plane tickets and other expenses and 10 out of the 14 days we spent at sea and everything to do on the ship could be done in a day because there was so little to do, spent most of the time in our cabin. the food was the worse we ever had on any cruise and the crew were unpleasant and acted like we were bothering them. After all the proven complaints all they felt complaints were worth was $100.00. The customer care women was very pleasant and I know she was just relaying what she was told by the corporate big wigs who would fire every one on the Splendor if they or their family experienced what we did on this cruise. Ill stick with the cruise line I have used in the past who know how to treat their guests and it isn't Carnival ! Thomas Cahalan

This cruise was the most horrible I've ever been on! I'm going to outline a few of the problems, and the narrative the rest. Mind you, I've been in almost constant contact with Carnival and they choose to do nothing to remedy the situation!
Hubby and I cruised out of NOLA in April, immediately booked another for sons Senior trip in May, out of Galveston on the freedom. Minutes before embarking in Galveston, I'm notified the credit card I used for previous cruise had been compromised. Embarkation process was slow and unorganized, with guests being yelled at by staff, an altogether different atmosphere than NOLA. Very bad, not vacation-y or enjoyable at all.
Problem #1 After 4 hours, our luggage was finally delivered to our balcony state room, where I find my brand new hard case suitcase to be split across the bottom with a wheel hanging only by a few pieces of plastic. Inside, my husbands $1300 Invicta reserve Watch was damaged to the point of not working, not to mention the huge scratch across the face of it. Guest services was notified. They directed us to purchase a new piece of luggage in the Port of Cozumel up to $200 and we would be reimbursed. We took 1/2 our day in port, paid $80 for taxi to take us to some "mall" and got a pos piece of luggage for an outrageous amount. The guest services manager refused to reimburse me for the taxi fee. They said that my husbands watch and any other contents wasn't their problem. Thanks Carnival. Got our $$ now your customer service is non-existent. I see.
Problem #2. We had all gratuities removed from our account and chose to disperse them on our own as cash. When I went to guest services to do this, the agent and the manager spoke to each other, thinking I couldn't hear them, about how I am "grumpy" when I asked him why they called me grumpy, he stuttered a bit, giggled, and said they had said country. Haha. I know exactly what they said. They just didn't expect to get caught.
Problem #3 Two days after embarkation, the credit card I used on this sailing was compromised. This card has never been used for anything other than sail and sign on this ship. And it stays in a protected sleeve, so I know it wasn't scanned. So, simple math says to me... card A number used on carnival cruise 1 was stolen + card B number used solely on carnival cruise 2 was stolen = carnival cruise lines has a security issue somewhere within their credit card system. However, I'm the only one that can do that math. No one at Carnival WANTS to admit any fault.
They also don't want to compensate me for any of the trouble I've had to go thru due to any of their employees short comings, fraudulent activity, or disrespect.
Think twice before you give them your credit card number! And if you choose to do so, be sure to check and double check every single charge that comes thru that card account for the next few months!
On a side note, I spent over $8000 in the casino and $6000 on jewelry on the cruise in April. On the cruise in May, I spent over $14000 in the casino!

Just returned from our 1st Carnival Sunshine cruise from Charleston 5/18-5/23. BOOKING #4WBH91 celebrating our 50th anniversary.
Sad to say VERY, VERY UPSET WITH embarking AND disembarking procedures.
We waited 2 hrs. just to get a parking spot. Then we were parked TWO FOOTBALL FIELDS AWAY from bldg. 324 .with NO ASSISTANCE WITH LUGGAGE til after going thru security..It was 91degrees in the car during that wait!...with NO EXPLANATION WHY WE WERE WAITING.
At time of disembarking..we left our room at 8:00am.. then waited 2 hrs STANDING in the hallway..Why wasn't a lounge made available til our floor # was called., ie The.Liquid Lounge was right there?
Very disappointed our 1st cruise with Carnival for a very special event, was laddened with frustration!

I am a past Carnival guest . Today I reviewed your home page & found disturbing information. Canyou tell me why, Carnival or any other Cruise line would ignore offering nurses a discount? Firefighters are there, teachers too and Emt's. We are vital professionals who are most often ignored even though we save lives. We are dedicated professionals who deserve recognition too.
Julie Abramczyk, RN

To whom it may concern,

My name is Hugo Cazarez, I purchased two cruise tickets for the day of May 17, 2019 from Expedia. At the time of purchase I received an e-mail with the itinerary, in the itinerary it did not specify that there were additional steps that needed to be taken in order to become fully booked on the cruise. The day of departure I went on the the Carnival website to browse the activities, that is when I registered. Expedia neglected to mention that registration was required to get the boarding time. Expedia has a section labeled "Before you go" here a checklist is provided, the checklist is not readily available there is some navigation that needs to be done. The checklist says to complete the online registration to reduce check-in time at the port, it does not say that it needs to be done in order to be assigned a check in time or receive communication from carnival. We arrived 90 minutes before the departure time and were not let in because the registration had not been fully completed. I spoke to a customer service representative from your company and was directed to call Expedia, I was on the phone with Expedia for 2 hours, they were not able to resolve the issue and directed me to reach out to your company. This has been very frustrating, Instructions about boarding times and information should be clearly communicated by both the Carnival and Expedia, not hidden away. I would like to request a refund. You can reach me at [protected]@yahoo.com or [protected]

I just got off Carnival Sebsation cruises 5/6 thr 5/11. I registered a complaint on board to guest services as well. I booked our cruise by calling carnival directly. My one sister and I already had a room booked, my other two sister called me and asked to join us. When I called I was advised that ship was fully booked except for a few rooms in which one would accomidate all four of us which was a balcony E217. The person we spoke to new we were elderly and at no time told us there were pull down beds. I had previously on other trips had a balcony with carnival and remembered how roomy so figurec we would all fit. Usually balcony's has two beds, couch figured they would bring in a cot. This was not the case with the room we got. It was very small I thought for a balcony, no way big enough for 4 adult women. We did complane at guest services and was advised no other room was available. I have pictures to show what our conditions were. One of us had to sleep on THE FLOOR, is this the way to treat your customers? I have traveled many times with Carnival and was never treated this way. We feel we should be compisated having to put up with these conditions. We want to know what Carnival planes on doing.my other three sister do not want to ever cruise with carnival again. I would like to know what you plan on doing to keep our business? We are already planning to do another cruise in June 2020. It up to you now weather we will be booking with carnival.
sincerely, Sandra Reisinger. Email Reisinger.[protected]@Yahoo.com

I traveled on Carnival Sensation April 22-27, 2019. On April 24th I attended breakfast at the buffet and decided to eat on the terrace. Once I opened the door, I proceeded to walk through and the door slammed shut on the back of my right heel. Once I sat down and looked at my injury, I realized I was bleeding badly. I used the napkin I had to apply pressure on the large cut I had obtained. Immediately I asked a waiter if he could get me a bandage, which he replied I would need to go to Deck 3 to obtain. Once i showed him the cut and all the blood that was leaking, he ran to get me a bandage. I applied at that time, then went to Deck 3 for assistance.
Once I arrived, the lady at the front desk asked for my Stateroom card as I informed her of my injury. She went to a cabinet behind and showed me a small package she could provide for the amount of $1.75. At this time, in pain and agitated, I responded by informing her I was not going to pay for a bandage to stop the bleeding when the door on your ship closed on my heel and I was bleeding all over the floor.
She immediately snatched the small package and went back to the cabinet. At this point she gave me a bandage with ointment to apply. I did so in another room, where she followed and stood over me as I applied. She continued to say, "now tell me what really happened". I was appalled at her response and lack of interest to my injury. Once I applied the bandage I left and went to my state room where I decided to dress the wound better.
I received a letter the next morning advising they were aware of my injury and I could seek help if needed. At this point I was upset that it took the entire day before my injury was addressed in a more professional manner. I continued my vacation in pain to my heel, which inhibited my walking when when docked to our locations.
This issue was not handled professionally or with any concern from the medic. I feel the duty of a medic is to assist as needed and it was done.

We cruised the Carnival Breeze on April 20, 2019 through April 27, 2019. My booking number is 1SSX30. There were four broken washers on this cruise ship, and we had to wait in long lines to get our clothes washed. We also had issues with our bathroom sink because the stopper was not holding water in the sink; plus, we had no hot water initially. I contacted guest services about the cooler, and I left a note for maintenance to notify me if the cooler was functioning correctly, and they never contacted me. I contacted the guest care specialist at Carnival, and the agent by the name of Terence (last name withheld) said that they have no control over mechanical breakdowns. I have a problem with his statement because the ship belongs to Carnival, so the equipment on the ship belongs to the corporation. Granted, mechanical failures may not always be foreseeable, but the company earns billions of dollars per year and should have technicians onboard its ships to deal with any issues immediately. Although my overall was not bad, it was not the best either. I requested that Carnival provide some sort of accommodation in which the company refused. I am disappointed in the response from the company.

We just got back from a 7 day cruise to Jamaica, Cayman Islands and Cozumel on Carnival Freedom. We got back on May 4th. When I first spoke with the Carnival representative on the phone regarding the twin beds that were in the room they told me that to let our stateroom steward know and the beds could be put together. Well the twin beds are not the same height in the room. We spent the entire time on the cruise each sleeping on a bed, one of which was 6 inches higher than the other one. In addition, we got locked out of our safe. Someone came in and drilled a hole in the safe and opened it, and he said the safe needed to be replaced. I told him we wanted it replaced, and a woman who also works for Carnival came by and asked if we wanted our safe replaced, they told us they could take a safe from another room. I said yes, to her also that we wanted our safe replaced. They never EVER brought us another safe. I had to spend the whole cruise carrying my valuables around with me. In addition, I ordered a 4 pack of ocean spray cranberry juice from Carnival Fun Shops. The cans looked big. Instead, when they were delivered to our stateroom they were TINY little cans, 5.5 ounces. I feel ripped off because of all three things that I mentioned. I have pictures as proof of the safe and beds that weren't even the same height. I attached the pictures of the bed and safe. You can see at the bottom of the safe the metal shavings from where the Carnival person drilled into the safe. They didn't even replace it. I know, or the shavings would have been moved, in addition, I kept trying the safe all cruise long and it wouldn't work, so I know it was NOT replaced. I am very unhappy with Carnival Cruise Lines

5/5/2019To Whom It May Concern: From Margree Lewis.On April 14, Out Flight was cancel. Because of this we missed the Cruise Ship This was very upsetting. We bought a ticket on The Delta Airline hoping we could make it to the Cruise Ship we missed it by ten minutes. I am a senior city my age is 81, on May 18, I will be 82, living on a fixed income. Sacrifice to make this trip, it make me sad to hear that we can't get a refund. I rather have another date schedule to go on another Cruise instead of refund yours Truly Margree