Carnival Cruise Lines
Reviews and Complaints

This was the last of many attempts to resolve our complaint with carnival. Which is a shame. We were so pleased by our prior experiences. Now we feel lied to, and we feel you stole from us. I will be contacting NAIC and the Ohio dept of insurance

Thank you for your email increasing the credit to $1364.58. This will certainly come in handy for future vacation planning. However, I am unclear as to how you arrived at this amount of credit. Can you please provide me with an explanation (breakdown) of how you arrived at this amount?

Also, while this credit is appreciated, I am still not done with the fact that Carnival sold us an insurance policy indicating that we had "cancel for any reason" coverage. The reason we purchased the policy in the first place was because of our concerns about traveling in hurricane season, and we specifically wanted to be able to cancel on our own if needed.

Then, after the hurricanes came through and prior to Carnival cancelling the cruise altogether, there were numerous phone calls made to Carnival to learn of the status of the cruise, and to verify that we could cancel for any reason and be reimbursed. In those subsequent calls,  every representative we spoke with indicated that we would be able to receive 100% reimbursement because we had the trip insurance if we chose to cancel the cruise. Since you are likely required to record and retain copies of those calls, I encourage you to listen to them.

It was upon the basis of the original call where we were sold the insurance, and the follow up calls that were made just prior to the cruise cancellation, that we chose to cancel the cruise and rebook another vacation. Had YOU not advised us that we could do so and be reimbursed 100%, we would not have done so.

It is my believe that we were, intentionally or not, defrauded on the front end by selling us an insurance policy that did not cover what you indicated it would, and on the back end, by providing inaccurate information to us about cancelling the cruise because of the hurricane. 

Keep in mind that your lack of responsiveness to us about whether the cruise would even happen, also was a factor. Because we were not getting answers about the fate of the cruise, we wound up having to re-book and pay higher rates than we should have, for another vacation during the one week that my wife had scheduled off for vacation at work. Being forced to make these decisions, because Carnival was providing ZERO answers to us, was very time consuming, costly and stressful.

I have made numerous phone calls in an attempt to reason with you and to be reimbursed my money that I am entitled to because of your poor job in providing accurate information about the insurance coverage we purchased. If you are unwilling to reimburse me fully for the fees I paid (cruise and airline fees), then I have no choice but to take other actions. I am certain that other prospective Carnival customers would be interested in hearing about how poorly you handled this situation. I also believe the Ohio Department of Insurance or the NAIC would be interested in hearing about your insurance sales practices.

I look forward to your prompt response.

I cruised from March 31 - April 8, 2018 on the Carnival Conquest.
My Package number: #8GN7N1
State Room: 2-303
VIFP number: #[protected]

Issue: My wife, two children and I were having a wonderful cruise on board The Conquest this past week. On Saturday, my 9yr old daughter began to complain of an ear ache and her eye's were turning beet red. She had spent some time enjoying the pool and hot tub on deck of The Conquest. My wife and I figured she was having a temporary reaction to Chlorine used in public pools. Nonetheless, we figured it was temporary and would soon subside. The next morning, Sunday, Apr. 8th, we docked in Port Canaveral at 6:45am and had to prepare to de-board the ship by 8:30am. On the drive back to Charleston, S.C. my daughter got progressively worst. She continuosly cried stating her ear's hurt and her eye's were burning. We stopped and purchased over the counter pain medicine that did little to no good for her.

We visited a pediatrician on Monday 9th, who diagnosed her with an ear, eye and lung infection he was confident occured from exposure in the pool. She has been prescribed three types of anti-biotics and will not be permitted to attend school this entire week. My wife and I are merely requesting re-imbursement for the doctor's visit and prescription medicine acquired. We have receipts to prove the Dr's visit and medicine cost's totaling $265.00.

My family enjoyed traveling with Carnival Cruise Line and plan to continue. However, this additional cost to us because of a medical condition acquired on-board is disheartening. We are hoping your company will do the honorable thing and re-imburse the $265.00 payment. Moreover, my daughter loved her time on board but she's pretty miserable at home right now.

Oscar mcrae and lula mcrae had to cancel their booking due to oscar mcrae unexpected surgery. There is a letter attached explaining all the information of the situation. The information attached is the letter provided by the hospital where oscar had his surgery, everything you need should be in the letter and you can contact me at my email address which is [protected]@yahoo.com thanks for getting this resolved.

I'am writing this to inform you of a situation that I and my traveling companions find very troublesome. Sometime in late 2017 we were contacted by a Carnival representative and informed that we were given a "Future Cruise"credit each, because we had booked a cruise for the week of Oct. 7 2017 and that cruise was cancelled because of the hurricane that hit the islands. We informed the representative that we had received our money back, but he insisted that we were to receive a "Future Cruise" credit as well. We decided, because of the credit, to book a cruise with the representative in Jan. 2018 for a cruise in Oct. 2018. We all paid our deposit and waited for the "Future Cruise" credit. We kept checking but no credit was ever given. Then we were informed that there was no credit that a "mistake" had been made. We beleive that this borders on "Bait and Switch" on Carnival's part.
We were offered a $50 on board credit per cabin. We beleive that Carnival should stick to the "Future Cruise" credit that we were originally offered since it was Carnival that initiated the conversation about bookng a cruise based on the fact that we had "Future Cruise" credit. We are asking for the original cruise rate presented to us with the "Future Cruise" credit figured in. We have persued the proper chain of comunication (with no success) and would like Arnold Donald personally to read this and personally respond to this letter. We wait for your resonse.

The travler's and the credit are as follows:

Kenneth Ruehl booking #9TP2C9 credit was $449
Virginia Ruehl booking #9TP2C9 credit was $449

Angela Keller booking #9TP3S6 credit was $449
Kevin Keller booking #9TP3S6 credit was $449
Kevin Keller Jr. booking #9TP3S6 credit was $169

Pam Sumner booking #9TP3Z5 credit was $485
Pati Vetter booking #9TP3Z5 credit was $485

We can be reached as follows:

e-mail: [protected]@zoomtown.com

Phone: [protected]

Ken & Ginny Ruehl
1647 Millville Shandon Rd.
Hamilton, Ohio
45013

Service at the dining room inconsistent. Our cruise was march15 to March 18 on the liberty. The first night the service at the anytime dining was excellent due to Robertin and his staff at our table. He could give lessons on how to be professional and serve with consistency the other nights the staff were slow and served us at different times the kids were late to be served and my daughter did not receive her appetizer till we got our entree. The appertizers were very small the shrimp were the size of a dime . The buffet area was lacking staff we had to clear our tables to be able to dine . In the past cruises had someone going around to fill our drinks this cruise did not have this. The buffet was closed by 7pm. You could only get pizza and the lines were very long the staff acted like they were annoyed that they had to give out the pizza. We don't usually have dessert with our meal but good luck getting anything other than ice cream after 7pm. The housekeeping stafff at deck8 (Mark) was excellent. Getting off the ship was slow and even close to the time assigned.
We were disappointed because we had such experience s on our other cruises with carnival.

Although there were some mistakes made and I wasted TONS OF TIME (which is my most valuable resource as a single parent with NO OTHER SUPPORT FINANCIALLY OR OTHERWISE) and was disappointed and misled with the confusion amongst agents and departments and the misinformation they had gave me; One woman, Erica, was just mean and nasty. I have no idea what her problem was or why she had such a corporal air to her but I was in dismay when the woman who transferred me to her canceled my res by accident and had my money tied up for what could have been 5-10 days if I didn't go to the bank the next morning which happened to be a Saturday (missing my sons game) and get it released.
I felt like all was lost and despite all the confusion I really just needed to speak to someone who intended to assist me or at least pass me on to someone informed who could. Not make me feel worse and more hopeless.
Either way, if there is anything at all you could do to make up for the time I lost having to contact Carnival a million times, totaling over 8hrs of talk time (all my call are recorded if that helps improve your CS I will gladly forward my interactions) and the destress I felt having to compromise my daily necessary activities in order to reach competent customer service agents, that would be truly heart felt.
My son and I haven't traveled anywhere since our last Carnival cruise 5yrs ago. We were supposed to receive some sort of get back from getting food poisoning that time, but dent... This is supposed to be something that relieves stress and makes life more enjoyable, not painful, as it has been thus far.
Furthermore I blog and write reviews in addition to the retreats I organize for elderly woman. So Id like to be able to say a lot of nice things about carnival... from the point of contact to the return to the port in Miami... however I feel the trip is already tainted. Im honestly not even looking forward to it anymore after the stress of booking.
Feel free to give me a call if u have any questions regarding what occurred.
Although I m sure you can't offer me much, any kind gesture would def shed light on what has become a bit dismal.

Thanks again
Kate and Milo (my son)
[protected]

Already had a cruise booked. Called and checked on size of cabin. They looked and said they could upgrade us to a balcony for less money. Lady looked on computer and couldn't get it to upgrade so we said we would just leave it the way it was. After hanging up carnival had taken 2700 dollars out of our checking account without any authorization. We called back and said it would taken 5 to 10 business days to get our money back. So we have to go 5 to 10 days without money because of their mistake. Said they would give us a 100 dollar onboard credit but that doesn't help us now. But the topper is that they refuse to fax a letter to our bank to speed up the process. This better be a hell of a cruise or it will be our last with carnival.

Cruise #5GW1Q9. Booked Sep 11, 2017 for a cruise with 15 other family members porting out of Ft Lauderdale for a 6 day itinerary cruise within the eastern Caribbean ports. The cruise was slated to depart 1/28/18 with a return day of 2/13/18. Unfortunately I had to cancel due to serious health reasons and at the advice of my physician. At the time booking I was presented the option of purchasing travel insurance for this cruise which I in fact did purchase for an addition charge of $159. Was advised by the booking agent that this insurance would cover the cost of the cruise should I had need to cancel.
Although the other family members were able to continue with this cruise, I had to cancel because of declining health reasons. I contacted the cruise company about 30 day of departure and was advised that this matter would have to be handled with a third party insurer, AON. After a serious of conversations and request for supporting information to justify my health situation which I supplied, I was finally provided with a small portion of a refunded fee. The cruise itself was $1, 982 of which was paid in full. I was refunded from the insurance company a check for $284.39. I was advised by the insurer AON, to contact the original travel supplier which was Carnival Cruise Line to determine if there was an additional refund due.
After contacting the supplier, I was told that they would only provide a credit for future cruises and not a refund on the cruise itself which is concerning because the agent suggested that I take the insurance option in the advent I would need to cancel not reschedule. The issue here is that because of my declining health condition, this is not an option at this point to rebook.
I feel that this is a very uncontainable trade practice to offer the insurance option and have it explained by a rep that it's advisable to purchase this insurance should you need to cancel for any reason to later learn that this is not how this insurance program works. This insurance program is very subjective in nature as you must prove with supporting medical documentation from a clinical service provider to justify any claims of canceling or obtaining a refund.
I'm currently working to obtain a good portion if not, a full refund of the amount that I provided in good faith of the insurance option I selected. It appears by the many reviews that this practice has offering insurance but making the reality of claiming the refund through the purchase of the insurance program that they offer is to say the least, a bad business practice. The insurance offered is not worth the paper it's printed on.

Cruise #1jcz23. Booked cruise, bough travel ins through AON thru Carnival. Had to cancel due to medical condition of a parent. Called AON & they are refusing to pay unless parent medical record provided. They have no right this as parent did not enter into the contract with them plus this violates HIPPA privacy law. We never even received a policy in our names from them. They were happy enough to accept the money, but now don't want to pay. Feel AON (fat chance ins co.) is reniging on claim.

We understand Carnival is not responsible for AON, however we feel Carnival should disassociate themselves and not promote AON Insurance . We are platinum and gold VIFP members and been on cruises since the 1990's. Any help you can give would be appreciated. We would like to re-book another cruise this year, however if AON does not pay, then we will be unable to do so.

I was originally booked on 3-31-18 Splendor 1BLW46 in an Ocean Suite for 2 people. Change of plans with my children spring break now meant both would be going on the Cruise with me. I requested all 3 of us stay in the ocean suite and was told it would only accommodate 2 people even though it has 2 twin beds and a sofa. I would be traveling with a 7 and 10 year old. Spoke to customer service who put me on a wattle's for a room for 3. She stated she would get back to me. She never did so I called again. I inquired if I could change the booking to June 16th cruise without penalty. I was informed that There would be a 75% booking penalty to do this . The same as canceling on this date . I know the Ocean Suite will be booked in the next day. This would have been my 12th cruise with carnival and now I am very disappointed in the customer service I received from carnival. I would think if they were charging a cancellation it would depend on whether or not the cabin gets booked. I wonder how many other times they charge cancellation fees and then book the cabin.

We sailed March 1st out of Mobile Alabama on Carnival Fantasy. Upon getting our state room the room was covered in crumbs all over counter and the wall beds when open were filthy all the way around the mattress. The toilet was covered in poop smears and not our poop, I was told to call house keeping to clean it, took 2 calls and speaking to diff people that worked on the ship to get it cleaned. Basically the room was not cleaned just freshened up.
When the suitcases arrived my sons bag was unzipped about 5 inches and clothes hanging out, we ended up missing one of his brand new flip flops never worn. My new suit case was all scuffed up which the man from the front counter came and personally scrubbed off with some kind of chemical, and my husbands Ralph Loren suitcase had extreme damage, The entire handle and casing was ripped off and flopping, the entire side was ripped about 10 inches and the top cloth handle was ripped out of the fixtures that hold it down. The man from the front desk told me to send a receipt for repair with in 20 days and he would reimbursed, the problem was we couldn't even pull our clothes back home in it. It was destroyed so he replaced my expensive suitcase that was part of my set with a smaller cheap carnival suitcase, but at least we could get our clothes home.
The last day my son had gotten in the hot tub and within a few min came running out and asked to go take a shower that he was burning, my thought was it was salt water and irritated him. On the trip home he complained all the way home, he stayed home from school the next day because he couldn't wear clothes, that afternoon we took him to the emergency clinic, the Dr said he had a chemical burn. Well the hot tub was the only place he had been so obviously it had way to much chemicals in it. They had to put him on a steroid pack for the swelling and benadryll and pain medication.
We cruise a good bit and have never had such an experience.
This is the 2nd time I have emailed, I didn't get a response so not sure if it was received . I will attach a picture of his face, he didn't want me to take pictures of his body. Unfortunately I didn't get pictures of my luggage before the man took it and gave us a cheap replacement . As far as my sons shoe, they didn't seem to care it was missing much less not sure what clothes are missing. He had to wear tennis shoes or go barefoot the entire time since his new flip flop was gone. Not sure why they even went in his suitcase.

Donna Routh
[protected]@gmail.com

Last September my wife and I sailed on the triumph for our anniversary. Upon entering room 9205 junior suite we proceeded to unpack and get the room set up. My wife was putting something in the drawer and a heavy wooden cabinet face fell from below the TV. This object struck her in the head and the arm causing major bruising on her arm and head. We reported it to the lady in charge of the floor and the room steward at that time. They seemed genuinely concerned at the time and said they would check back with us later. That was the last time anyone mentioned it throughout our cruise. We have sailed with carnival several times and have always enjoyed our experience. I am usually not one to complain but the longer I think about the lack of concern shown by the crew about this the more disappointed in carnival I became. I am not a wealthy man by no means and splurging for a suite for our anniversary was a stretch financially. I am very disappointed in carnivals lack of concern for this experience.

We were on the Splendour and we went through the Panama Canal. The Restaurant Service was so Poor that we had most of our Meals on the Lido Deck. One night I was offered a Steak from the Grill. I tried to cancel the order but they insisted that we stay and to Eat the Dinner. Well what a Mistake that was. The Steak was Cold and it had so much Vein that I couldn't Eat it. Plus it took 3 Hours to Eat the Dinner. Thgge Second Setting was waiting for us to Leave. 8:30 PM is the time that we actually got up to leave the Restaurant. They even took my Iron from my Suitcase and I didn't get it back. It was a new one and I only take it with me so I can go to the Laundry Room myself. Most of the the time when I go to the Room the Iron is not working. Please Reply. Thank You

On Jan. 22nd, 18 my husband was rushed to the ER. He was in ICU for several days and spend a total 7 days in the hospital. He had an Acute GI Bleed. I called Carnival Cruise Lines and had to cancel our cruise as per the ER Doctors advice. We were booked to leave on Jan 29th, 18. Booking 9DF2B2. I we did not buy the insurance. Sent all paperwork in. Received $182.50 back only. Talked to customer service only to get disconnected each time I was transferred to someone.

Re Cruise 6LQN9 Cabin #2339 Folio #4959
We had booked this cruise for ourselves and my daughter and granddaughters last March (Mar 3, 2017). This has been an ongoing event for approximately 10 years.
Unfortunately I developed double pneumonia and have been hospitalized. I was released on March 4, 2018 and was told NO travel for at a week or until cleared by Pulmonologist. This is, therefore, at least one day after the Glory sails.
Please - what can be done about the $1658.50 (plus $100 cabin credit?) that was paid for our booking (my daughter and granddaughters will be going without me or my wife😪😢). May we have a refund - it will help toward hospital expenses.
Also - note the change in e-mail address. Please use [protected]@rogers.com rather than [protected]@rogers.com. We are "on vacation" and are unable to use both.
Sheldon Liebesman
[protected]@rogers.com

Carnival cruise booking #9wv8k5 and 9wv8n1 on Carnival Conquest which was leaving 3/3/18 out of Ft Lauderdale. We were flying out of BWI to Ft Lauderdale on Jet Blue flight # 295 3/2/18. This flight was delayed several times and then ultimately cancelled due to Nor'easter and 1000's of other northeastern flights were either cancelled or already booked including 3/3/18 (the day the ship was to leave the terminal.) We attempted car rental from all agencies to drive from Baltimore to Ft Lauderdale but all rentals were booked. We also checked flying out of other local airports and no flights were available. We had no way to get to Ft Lauderdale by the 3:00 boarding check-in. All of our options to get to the cruise terminal on time were depleted. Because we had no means of transportation to the cruise terminal we are sincerely requesting a refund or credit towards another cruise with Carnival in the near future. We have cruised with Carnival several times in the past and we enjoy the Carnival experience and have never had any complaints with Carnival. We are hoping under the uncontrolled circumstances that were no fault of our own we are hoping that you will consider our request. We are already looking to plan another cruise with Carnival in the very near future and would appreciate a response or resolution to our circumstance as soon as possible, as we would like to use a credit from this cruise to book another cruise.

I booked a cruise for my family 6 June 2017 to sail on Carnival Magic 19 May 2018. Due to my military unit being mobilized for a year I had to cancel. I booked the cruise well in advance, paid for cancellation insurance and have cancelled prior to my last payment and well before non-refundable cutoff date. I am surprised that the cruise line will not refund the full deposit for military personnel under these situations.

My wife Christi and I were to cruise on the Elation, departing from Jacksonville FL on 27 January 2018 (booking#9JJ3N4~Stateroom M242~VIFP [protected]) with our friends Jerry and Mary Lou Igo. On Monday January 22nd, I was scheduled for an emergency Diagnostic Cardiac catheterization / Angiography at Mayo Clinic, for chest pain. I was hospitalized immediately after completion, based on results of the completed Angio. I was the first surgical case for Tuesday 23rd, for a quintuple by-pass (CABG) of my coronary arteries. I was hospitalized through Tuesday Jan 30th and sent home for 6. weeks of recuperation. Our friends went on the cruise as planned.
I would like to apply for either a refund of cruise or a credit to take a cruise at a later date. I have a verification letter from the Mayo Clinic surgeon stating the same.

We are booked for a cruise on July 3, 2018 with booking number 8XS98001 on the Legend and being an elderly couple not able to navigate fast and have learned of an incident where the crew threw punched at passengers and was wondering if the same crew would be on board on our sailing. Also I am trying to schedule FTF and hope a cancellation of other passengers might let this happen to be available.

Hi...We were supposed to be on the cruise Feb. 10th 2018, however had to cancel. We were supposed to be on the Elation ship. Our booking #:9VN7N7. On the 24th of January 2018 Kyle (Pete) took a fall down steps and had a compound fracture in his right leg. Had surgery in Lakeland, Fl. regional hospital. Dr. Ala Abuita was the surgeon. He has written a letter stating that Kyle(Pete) was not able to walk at all on his right leg and would be unable to go on the cruise. My wife has been on many cruises with carnival, and in fact Francis Kunz and Katheryn O'Malley were on the cruise ship on the 10th because of us. That was their 1st cruise. He had to fly home and has been in a re-hab center. This has put a financial burden on us. We would ask that you reconsider and refund us in full. The balance we would have coming is $538.50. I have attached the Dr.s letter. We will definitely be using your cruise line again in the future as soon as Kyle's health is back to normal.
Kyle Peter Glynn
5230 Supalla Ct. N.W. Rochester, Mn.
[protected]
[protected]@yahoo.com