Carnival Cruise Lines
Reviews and Complaints

Dear Carnival we had to cancel our cruise because of hurricane Irma we are platinum members and didn't take travel insurance we didn't have power for days and couldn't work for too weeks we also were bringing my sister and brother in law for ther very first cruise we love Carnival and wanted to show them all the wonderful things carnival has to offer on their cruise ships hopefully with your help we could get a credit towards anouther cruise in the future our booking # is 6fl9m2 ship was carnival Glory thank you Donald and Cynthia Philipp

Re: Booking #7GC8K4. We had to postpone our cruise which is to sail Oct 7 - 14. We have sustained damage to our house due to hurricane Harvey. We have to meet with insurance agents, get estimates, schedule work that needs to be performed with different contractors. All that needs to be coordinated in a timely manner. I am submitting the claims form documentation that we have received from our insurance agencies as requested by your customer service agent for your review. We look forward to rescheduling our cruise with Carnival at a later date. We thank you in advance for your attention to this matter.

My husband and I was to leave on Carnival Fascination on 10-15-2017 out of San Juan Puerto Rico doing a Southern Caribbean 7 day cruise! But my husband took ill and has fallen and hit his head twice and had a slight concussion! Problems also with walking! So had to cancel our cruise! We were told that we would be penalized 75% of what we paid which is $625.00 each! We did take insurance out but not through carnival if we would we probably get the money back sooner which they failed to tell me when I booked my cruise! Lots of paper work to fill out through AIG insurance! Now I hear they are giving full refunds to the people who are sailing on Fascination because of Hurricane Irma and Maria doing damage to the Islands we were to go to! I planned this cruise almost a year ago! My husband and I are VIP of carnival and platinum card members! Sailed numerous times! If they give the full refund or to go on a cruise I'd would want that too! My husband is a veteran and served twice in Viet Nam! Please help us!

First off, I really hate to complain and I never do, but this cruise was absolutely terrible. My wife and I were on the Magic for September the 9th, it was a disaster from the beginning. I know there is nothing y'all could do about hurricane that pushed back our departure date, but this was the worst cruise I have ever been on! As soon as we stepped into our room it had a nasty mildew smell, along with a broken fridge, and hair dryer. I will say our stewardess was exstreamly nice and did an amazing job but the only thing that was fixed was our fridge after complaining twice. The whole cruise was very unorganized and half assed, it was curve ball after curve ball. Although there were only 600 people on board, I feel like the people who showed up were ripped off, half of the things on the boat were either closed or done with half effort and majority of the employees seemed a bit irritated or something. Half the buffets were closed and the one that was opened had very little food selection at all! Another issues we had was dinner, I will say the food was really good and good service with the exception of one night when my wife's chicken was undercooked, but was fixed. The real issue was not only that they changed our dinning room and gave us a table looking right into the side of the emergency rafts, but that they did away with the captains dinner ANNND allowed people to dine with tank tops and bathing suits... it's hard for my wife and I to have a romantic anniversary dinners when we have to sit beside people that dress down to bathing suits and towels... like why in the world is that allowed?!?!?! And once again I know y'all can't control this but the places we visited were terrible! They were destroyed and really trashed because of the hurricane, power lines everywhere, roofs ripped off buildings, and beaches trashed. It just sucks that I had to spend all that money to go to places I didn't want to go to and that were nasty and trashed. Also the people on the islands were very pushy and aggressive because they haven't had any tourist in weeks because of the hurricane they said. The comedy shows were awesome and 100% the best part of the trip, good service and good drinks. But other than that and dinner I just feel like this was a waste of a vacation... it's hard for us to plan a vacation with me being military and my wife a full time student and employed, so I just feel like this was a big waste of money and time that we won't get back..

This was my wife and I 3rd cruise w/ Carnival so we were excited because we have had nothing but a great time and good experiences on prior cruises. We got engaged, spent our honeymoon and now our 1 year wedding anniversary on a Carnival cruise, so this has become a yearly tradition for us. Well this cruise left us both rather disappointed and we have decided to no longer cruise out of New Orleans, considering other cruise lines and definitely will not get on the Triumph again! This ship seems to need quite a few repairs and upgrades. Our cabin was on the 1st floor and one of the hallways seem to always be wet because there were fans blowing the carpets the entire cruise. Not to mention the sewer smell that seemed to come and go but was very noticeable at times.
But most importantly, I was assaulted by a teenager on board and Carnival did nothing to ensure my safety, which really did not sit well with me. I have yet to hear anything from Carnival or it's security in regards to this situation.
On the last night of our cruise a teenager maliciously threw ice cubes at me and hit me in the face with them while I was on the elevator. I chased him out to the pool area, where there were a group of about 7 other teenagers and I yelled some very choice words at him and then returned to my cabin beyond upset! I made 3 attempts to report this incident and seek some sort of help. 1. I called guest services and they assured me that security was being sent to my cabin and to the pool area where the kids were. No security ever came to my cabin. 2. I ran into a security guard on the way to guest services, explained to him what had just happened and he did absolutely nothing but point me to guest services. 3. Got to the guest services desk and all I received was a "I'm sorry that happened" rather nonchalantly and security will handle it. I went back to the pool area, because I wanted to be sure security let these kids know its not okay to throw things at/ hit people and there are consequences to such actions. What do I find? The same kids still acting up but now in the stairwell, being even more loud. I have NEVER not felt safe on a Carnival ship in the past. I cruised during a hurricane last year and felt more safe. It's a shame that this happened and also that Carnival' s security is not there to protect its guest when needed. Yes this was a teenager, but I am an adult and if I had of handled this situation myself and physically attacked this kid back, I bet that I would have been subject to the consequences of such. As per Carnival's policy kids under 18 years of age should not have been w/o a parent or guardian anyway at that time of the morning. This entire group was well under 18 years old and by themselves w/o an adult. This happened by the mid elevators of the Lido deck (where he hit me with the ice) and then onto the pool area at 1230am. I am sure me chasing him was visible by the camera that was constantly on, facing the pool. These are the same children that were always in the adult only pool, jumping in and causing trouble. It seems as if Carnival sets all these policies/rules but no one is actually there enforcing them.
This situation has truly disappointed my wife and I, who are avid cruisers now due to our past experiences with Carnival. We truly want to stick with Carnival for all of our cruises but after this incident we are discussing and looking into other cruise lines. My wife had even applied and got approved for the Carnival credit card for the specific purpose of our future cruise bookings and planning and now we both just want to pay it off and cancel the card.
I really hope someone takes the time to read this complaint and institute some changes in security or someone to enforce the rules you all have set. The safety of my family is important to me! Carnival specifically states that their guest safety is their #1 priority as well, but this incident left me doubting that! We should not pay as much as we do to cruise and not be safe, as well as, our complaints not be heard!

I just got back from my carnival cruise "Paradise" 9/16 - 9/21/17 - I booked a cruise for 3 people in a cabin, paid full price for my room, when arriving at the ship and entering the room we were assigned "M-125" we come to find 2 beds and 1 make shift bed, not a bed, not a bunk bed, but a mattress on the floor - not even a twin size mattress but what seemed to be a crib mattress, my feet were hanging off the end of the mattress, and not because I'm tall- I am only 5ft 2 in. The staff was marvelous, I have absolutely no complaints there, but I am very disappointed with my accommodation's, and all my paper work fully disclosed that the reservation was for 3.. I feel this was unacceptable and very uncomfortable, by day 3 I was having a lot of back and side pain, I bumped my head rising up from the floor since the mattress was pushed in under the dresser.. I have been on previous cruises with carnival and this is the first time ever I have seen this type of set up..

My husband and I were very excited to cruise with Carnival on our Sept. 7th anniversary. We have cruised twice before, both times with Carnival, and both times it had been in the winter month, so we were looking forward to traveling during the summer months with Carnival as well. We were booked to travel from Sept 4th through Sept 8th on the Carnival Victory, and we had a lovely balcony room booked for this trip.
My husband and I flew into Miami early to make sure we didn't have an issue with boarding the ship on time. We enjoyed our short time in Miami, and were very excited to get on board the ship on Monday, the 4th of September. We had seen some reports that there was a hurricane acting up in the Atlantic, but at the time we felt reassured that since our cruise was going into the Gulf of Mexico, to Key West, and then to Cozumel, we would be fine. We also called Carnival to ascertain if we had any reason for concern, and we were told that Carnival places its guests safety as their number one priority, and that had no cause for concern at this point, but that they would be monitoring the situation closely and would always keep their guests informed of any weather related or other risks while at sea.
We boarded the ship Monday morning, we had a Faster to the Fun pass and we were glad to get on board and to our cabin early. We had a lovely day Monday, enjoying a great dinner in the dining room. On Tuesday, the 5th, we spent the morning in Key West, and watched residents there putting up hurricane shutters and preparing for the storm that now seemed to be heading in a definite path towards Florida. We saw one person exiting the cruise ship from Key West. Once on board again, there were some tense undertones. People seemed to be watching the news and weather reports more closely, and as we pulled away fro Key West, tensions seemed to be mounting.
We talked to staff, who seemed to feel that our worries were unnecessary and we were told to "enjoy our vacation and let Carnival take care of us". We tried to focus on activities on the ship, but many of the other guests seemed to share our concerns, and stress levels were rising. My husband went to the guest services, where there was a long line to wait even in the "no waiting" Faster to the Fun lines. People were upset, scared, and there were no answers being given other then our itinerary was going on as scheduled.
Hurricane Irma was approaching the Caribbean Islands at that point. We waited for some kind of announcement. Some note under the door to address the fact that our ship would be going back to Miami, where many people had flights out late Friday and on Saturday as well. We would be going back to an evacuation zone, and to a city that was in imminent risk of utter destruction.
Our next stop was Cozemel and we were due to arrive the afternoon of the 6th, Wednesday, and it was announced by the captain on Tuesday that our stop there was going to be shortened and that instead of the ship leaving port at 10pm, it was now leaving at 6pm. What did that mean though? Did it mean we would get back to Miami 4 hours earlier then planned as well, so we would arrive at 4 am? We didn't know. First thing the next morning after a sleepless night, we went back to the long guest services line to find out. After a long wait, we were told that we would likely get back to Miami at 10 pm on Thursday night. "and then what are we supposed to do?" we asked the guest services representative. She shrugged her shoulders and said "that is up to you to figure out". Really?! We were told that the ship was getting back early so it had time to drop off guests and go back out to sea before the port closed. After discussing this, my husband and I tried calling guest services repeatedly with no answer. (we had tried calling them many times prior as well with no response). We went and waited in line again. We wanted to know if we could stay about the ship. Even just until Friday morning so we weren't dropped into an evacuation zone with no rental cars, no hotels, and no ground transportation available. We were told that staying aboard the ship was not possible. So we asked what other options we had, and we were told we could disembark in Cozemel and make our own arrangements to get home.
I felt so defeated in that moment. Our anniversary was the next day. We had been looking so very forward to this relaxing time alone, to being able to unwind a bit from the last 9 months which had been filled with serious medical issues, the death of both my mother and my grandfather, and multiple other difficulties that life had thrown our way. We didn't plan to add a hurricane to the list, as I'm sure that Carnival didn't plan on it either, but we did count on being able to trust Carnival to take care of us. It was very disheartening to realize that Carnival was only worried about getting its ship out of harms way, and that they would be a safe distance from the Hurricane only after dropping off their passengers in an evacuation zone.
We decided the only choice we had in that moment was to get off the ship with our luggage in Cozemel, and try and figure out what to do from there. We called guest services (again) with no response, then called our Steward to let him know that we were going to leave the ship and find a way home that didn't go through Miami. We called our airline, Delta, and asked for help and they immediately found us a flight from Cancun to Minneapolis for the next day, when we asked how much the tickets would be Delta said they would not charge us anything as their priority is their customers safety. We packed out bags and went down to the exit planks, where we were told that we could not leave the ship without papers, and that we had to go into the main dining room and fill out customs and immigration paperwork and pay a fee.
We went to the dining room, which was in a state of utter chaos. People were yelling, no one seemed to know who was in charge or what to do. We were handing a stack of papers in spanish to fill out, and told we would have to wait. We waited a long time, with no drinks, not even water offered. Everyone seemed to be on edge, there were crying children, confused elderly guests, and generally not a good answer to any question. Finally, someone came and took our papers, and said to wait until we were called, Eventually we went to a table with a few Mexican officials who took $64 dollars and gave us some papers back and said we could leave. Apparently many people missed flights while sitting there waiting. We left the ship, and found a taxi to take us to the ferry stand, then took a ferry to the mainland, then took another taxi the hour and a half to a hotel we had found a room at for the night. That was a $250 expense we had not planned on at all, in addition to food, cab fares, etc. we ended up spending over $350 to just get home from our "relaxing anniversary vacation". The next morning we took a cab to the airport and spent our anniversary waiting from one airport to the next, finally getting home at 11 pm on September 7th.
This was our ordeal. We are lucky that we made it home, safe and sound. I feel like I was incredibly let down by Carnival's promise that their guests safety comes first. I heard after the fact that Carnival changed their minds and decided to let guests stay on board the Victory during the hurricane. They may even still be out there somewhere waiting for a safe port as of today, Sept 11th. But that option was not given to my husband and I, even when we requested it (or even just somewhere safe to stay on Thursday night prior to our hopeful flight time). We were told that we would be dropped off at the port of Miami in the middle of the night, during a mandatory evacuation in which the news was reporting no rental cars or hotel rooms were available. No ground transport was staffed, and the likelihood of our flight home being cancelled was very high and we would be trapped at the airport in a hurricane. I am so disappointed with the way that this was handled, and I want to know how you will remedy this, not only for what we went through, but how you will change things in the future so other guests will never have to feel like Carnival puts the value of their fleet before the value of their guests lives.
I have spoken with Carnival on the phone regarding this matter, and honestly a partial refund for the days we missed out on our cruise would be an easy way to solve this. Even in carnival "cash". Guest safety should always be their number 1 priority and what about my "fun guarantee"?

Erica Morton

Booking # 7VK5W5

Booking #7zd3l2
i booked a trip for me and my step daughter and i have concerns, i tried to cancel but i've been told that i would only be receiving $200 of my money than i called back to see if i could take the money and put it on another trip and then they tell me that i will be penalized $400. I really don't think its fair to treat people this way if its a natural disasters going on even if the ship is still sailing i do not feel comfortable and people are in fear for their lives. I have been a member for a while now and i really have enjoyed my self on previous trips but if this is how you treat your members that's concerned for their own safety all to save a buck it shows me that you really do not care for your customers at all. I don't want a refund i just would like to change to date.

My husband and I went on a carnival cruise for our honeymoon.When we boarded the ship we went to see our room and were told by an employee that our room wasn't ready so we had to leave for another hour but we could leave our bag.

We had our birth certificates in the back hidden pocket of this backpack and this was the only time it was out of our sight. When we came back I went to put our birth certificates in the safe and they were gone along with my 2 iPhone chargers.

We told 3 security guards what happened and they all pretty much shrugged their shoulders and said we must have lost them and there's no cameras on our floor anyway. I had to call the local police department before they would do anything. Then all they did was search our room and tell us it's not there. We already knew that. One guard even said, "Well you could have dropped it anywhere." We did not lose them. They were stolen. It feels like they know their employees steal and they turn a blind eye to it.

I filled out a form during their search and had asked for a copy 4 times before I actually got one. We had to ask around and find the security office, knock on the door (where one woman almost shut the door in our faces until the head of security saw us and stopped her) to ask for a copy again, but this time in person. The head of security did deliver a copy to our room finally.

We couldn't relax and leave anything of value in our room the entire trip. We did not feel comfortable having our rooms cleaned while we were gone. It definitely kept us on edge the entire trip.

There was no resolution to this theft and we were treated as a problem ourselves. Then when we were getting off the ship we were flagged and had to sit on the side by the doors for about 15 minutes before we were released to get off the ship. The flag was so they can tell us that if we want me make a formal complaint we are free to do so after we get off the ship.

We now have to file a report with the credit bureau, get new copies of our birth certificates, and watch our credit for fraudulent activity. The worst part is Carnival has done nothing about this.

I live in North Carolina, my fiance and I were booked for the sensation September 7 -11th. We were going to be driving down to Miami, fl. On September 6th with friends on the same cruise. This was going to be a 12 plus hour drive each way. We were not going to risk losing our vehicle due to hurricane Irma. Miami was being evacuated and there was no gas in Miami. So we canceled, turns out the cruise we would've been on was kept out to sea longer than scheduled, and there was no trip to key west, fl. We have children being watched and could not be gone longer than scheduled. I also really wanted to go to key west and it's pay off what I paid for. I briefs she to all of these reasons I should be refunded the cancelation fees of $100. Booking# 6mj2m6.

Please Help! I booked a cruise for my second wedding anniversary but due to hurricane Irma we had to cancel. We have not had any electricity for days and my husband has been out of work for a week due to the storm. We also suffered damage to our home. I am a loyal Carnival cruise member (red VIFP) and also have the carnival cruise credit card that I used to pay for this cruise. I’m hoping that Carnival can help refund the money so I can reschedule my anniversary trip or by allowing me to cruise on a future date.

We booked for Sept.9th. This was changed and prorated to Sept. 13 with a shorter cruise or a future credit. The problem is every ship and cruise, including magic, cost $500 more for the credit. So we decided to sail and risk travel to a damaged port in a state with heavy damage. It took 17 hours to get there with little gas available and no hotels. When I asked Customer service what would happen if they canceled between 6 p.m. Tuesday and the time I arrived, she informed that evidently I would be very upset, but have a long drive back to get over it. So we arrived in order to receive any credit and not pay more to be treated very rudely by the staff, who evidently had all gratuities waved by the chip for passengers who chose to stay on for free for 7 extra days. I wouldn't be happy either if I wasn't getting paid. So after 12 hours we went to Customer service on the ship and asked to exercise or Guarrantee'd Satisfaction promise. We were told that it did not apply to three day cruises and that we could only deal with Guest relations for this - they only gave us the option to call from our room at .31 cents per minute. After convincing them to call on their cell, their own company. Customer service told me nothing could be done until after the cruise was over. Called today and they have no record even though I have all their names and none have extensions except if your booking right! Isn't this kidnapping under the Jones Act? So now I wait for the return phone call that will probably not come. So sad to lose trust and faith after having one of my best vacations aboard anther Carnival cruise. The only highlights were Candy in the dinning room, deck 5 bar (when open) and the very nice people who seem to live on Carnival. Ship was mostly empty, but also mostly closed.

I scheduled a cruise for September 11, 2017 out of Miami Florida The cruise was changed from a 5 day cruise to a 3 day cruise. I am not getting a penelty charge for over half of what I paid for "not cancelling" my trip. I tried calling and could never get a hold of a representative. I'd like my money back or it all toward a future cruise. I don't think that it was right that we had a penelty for something that wasn't our fault. I would like an answer back. Thanks in advance

We traveled from Spain to catch the cruise on September 2nd. As soon as they left the port, they changed their itinerary without giving them the option to get off. They knew that we were not going to be able to return to Miami on the 9th either, as all the forecasts indicated. I have lost a lot of money by having to return to Spain from Cancun. The usury of the Company is tremendous in hiding behind security. As they knew that the boats had to be taken out because of the hurricane, they took advantage of the opportunity to avoid losing the money of all the travelers, regardless of the consequences (flight perfidy, problems at work, expenses in Mexico, etc.). I hope and wish that Carnival Cruise line will be punished by all travellers of the world and never travel with them. booking number 7TL5B8
By the way, they tried to collect tips from me for the days when I wasn't going to be there, but I realized and complained. an absolute shame and usury.

Please Help! I booked a cruise for my daughter and I to celebrate her recent High School Graduation and 18th birthday. We were to sail to the Bahamas on the Carnival Liberty September 14. Due to Hurricane Irma I had to cancel our cruise which I am hoping to reschedule. Because of Irma we have had to relocate, there is damage to our home and car, we are flooded, we have no water and have been without electricity for almost 6 days now. I'm hoping that Carnival can help refund the money I paid for Booking #7RD0H5 so that we can reschedule this much needed vacation for the entire family once this is over.

Thank you so much,
S.Loftis 7RD0H5

September 15, 2017

Attn: Carnival Cruise Lines Customer Relations Dept. 3655

Fm: Michael and Sadie Baskett
813 Ives Way N.W.
Lilburn, GA 30047
[protected]@yahoo.com
[protected]

To whom it may concern:

Ref: Booking Number 6FD9S6 / Carnival Legend / Sep. 12, 2017 / VIFP # [protected] / Stateroom 1190

My wife Sadie Baskett attempted to book our cruise online which left from Vancouver to the Hawaiian Islands.
When keying in all of the pertinent information she had issues when prompting our Passport ID"s. It wouldn't
accept the ID numbers after several attempts. She therefore contacted a Carnival Associate to assist with
the online booking after explaining to her the situation. The Carnival representative somehow posted the
passport ID's and was able to complete the booking and told us we were good to go. When reaching the Atlanta
Airport 9/11/17 prior to the sailing date after showing our Passport ID Cards at check-in we were told that
we couldn't use them to fly into Vancouver. They stated that we needed the Passport ID Books. We contacted
Carnival at the check-in desk to explain and was told it was our fault after requesting a refund. We were to
make this cruise in celebration of our 18th Wedding Anniversary. All attempts to clarify the situation with
Carnival was futile.

Please review and consider us for the full refund of the vacation we were unable to take.

Thanking you in advance for your prompt attention to this letter.

Sincerely,

Michael and Sadie Baskett

My husband and I Booked a 7 day cruise from Miami to the Caribbean, and unfortunately hurricane Irma destroyed all the destinations that the cruise was going to. The hurricane hit the region we were traveling to a couple weeks before our trip and Carnival will not refund us our money or give us credit. I am deathly afraid of hurricanes and being on a boat in general. My husband surprised me with this vacation, but I already have a fear of being on the water and since the hurricane hit (and there is another one on the way) I do not feel comfortable or safe going on this cruise. We are not asking for a refund just cruise credit, which I think is more than fair, since all the destinations are destroyed and it is probably not even safe to travel to these places that just got devastated. We also have plane tickets that we will not get a refund for, other cruise lines seem to be giving their customers refunds for their plane fair as well.
Our cruise is for September 30th 2017
we are requesting cruise credit for the amount we paid.
My phone number is [protected]

Hi my family and I cruised5 days from 9/9/17-9-14/17. The reason I am contacting your cruise line is because we had our hearts set on staying busy there was nothing for our 19 year old to do he was told he could not enter club 02 . We were told that the soda was unlimited with his bubble card but he could not order soda from the bar because he was not 21 . The next morning our service was absolutely horrible the wait staff took forever to get to our table .I was so disappointed that I would not invite friends we met to breakfast the next brunch. Our morning servers where Wayan and David for brunch and breakfast in the Washington dinning room on the Valor . The servers never came back after serving our food all we had was water they did not ask if we needed any drinks or even if our order was correct . I ask why it was taking so long and I was told the waiter had other tables.This was our first cruise we will not be back on the Valor . We ordered room service and they forgot milk to go with the cereal and gave us bread untoasted. We where very dissatisfied with this cruise.
Thank you

Booking Number: 6FD9S6

COMPLAINT FOR REVIEW AND REFUND

My wife Sadie Baskett attempted to book our cruise out of Vancouver to the Hawaiin Islands sail date 9/12/17 on the Carnival Legend. She had issues when trying to key our Passport ID's. The system bumped her out twice.
She then contacted a Carnival agent and explained to them the problem.
After giving the agent the ID numbers, the agent keyed; cleared; or buy passed the passport option someway allowing them to complete the booking. They supplied us with the completed boarding pass and said we were good to go. Upon reaching the Atlanta airport for our adjoining flights to Vancouver, we were advised we had the wrong passport types and needed the books instead of the cards. We were turned back therefore missing our connection for the cruise in celebration of our 18th Wedding Anniversary. We're submitting this complaint in expectance of a refund for the cruise we were unable to board. We would of at least had a heads-up if we knew that we had the wrong Passport ID's. Thw Carnival agent put it through allowing the booking completion.

Michael and Sadie Baskett

My name is Janice Ellis.booking info. 1CB0P0
Very disappointed in carnival refund and vacation package.

I booked for 3 people 1 was unable to attend due to medical reasons I cancelled 3 months prior.

Paid $500 + was only offered $79 back unacceptable
I will never cruise with carnival again. Customer service was no help.
I paid for upgrade I'm am hurt, That carnival will allow such sales tactics.

I wish someone can look into this and help me to understand why they, are keeping so much of the money.
I just wanted to book on a future cruise with my credit. After calling customer service. No Thank you.