Carnival Cruise Lines’s earns a 4.0-star rating from 1297 reviews, showing that the majority of cruisers are very satisfied with voyages.
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Replied
hurricane irma on the conquest guest 8gm4f3
We went on the cruise that left Sept 4th. We had questions because of the hurricane and called to see if it was going to be cancelled because of Irma. They said it would not be cancelled and if we cancelled we would lose our money. This cruise should have never been left the port. Well Irma was a problem, we had to stay out at sea three extra days, we could have left the ship on Cozumel at fly back, if you had about $1, 400 for airfare. I guess most people would be happy for more days, but some of us work and lost a lot of money because of this. I have a handicapped son and this was very hard on him. We lost money on airfair, extra hotel room etc. They say buy their insurance, what a waste. It covers nothing. Because of them not being reasonable and canceling the cruise we have to bear the brunt of the loss. We should have been gotten some compensation for our loss but they are just out for themselves. I don't expect them to have a heart and help their passengers, but hope that they will think of their passengers and not just money. To make things worse they gave 200 select passengers free 4 days cruises on the ship next cruise. NOT FAIR
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for taking some time to share your thoughts.
As the world’s leading cruise line, designing memorable trips is at the heart of our business, and we’re keenly aware that people choose one cruise over another because of the varied itineraries. Guests love to see different ports and take in new sights.
From our point-of-view, being responsible for a floating hotel with thousands of people onboard is a serious business and we never compromise either the safety or well-being of our guests.
We’ve learned that anything from a sudden change in the weather, to a turn of events on shore can be a potential problem, and changing a ship’s itinerary is something we never do lightly.
Naturally, we do everything possible to keep our guests informed. Accordingly, a letter was distributed for each guest to review on the day of embarkation. Two days later though, we needed to revise the itinerary, due to adverse weather conditions. The decision was made to visit Cozumel on September 8, 2017 and remain at sea on September 9, 2017, rather than return to Port Everglades. Due to Hurricane Irma, our arrival into Port Everglades was delayed, until the conditions were safe, on September 12, 2017. Obviously, this is not the cruise we would have wished for our guests but Mother Nature threw us a curve ball.
Please understand that the decision to change an itinerary is difficult and generally undertaken as a last resort to ensure the safety and comfort of our guests. While we certainly sympathize with your disappointment and extend our most heartfelt apologies, Carnival reserves the right to alter itineraries as needed, as was the case with your sailing. We do make mention of this in our travel documents and Cruise Ticket Contract, which every guest is required to acknowledge during the check-in process. With that in mind; we must respectfully decline your request for compensation.
As it pertains to the insurance you mentioned, our records indicate that our Travel Vacation Protection Plan was offered at the time of booking. We offer this protection as a safeguard against certain situations; and fortunately, you took advantage of this coverage. All claims must be submitted to Aon Affinity for processing. For your convenience, I have listed their contact information for you below:
Aon Affinity
300 Jericho Quadrangle, 3rd Floor
P.O. Box 9022
Jericho, NY 11753
Telephone: 1-800-331-2796
For a complete description of the plan benefits, terms, conditions and exclusions, please view the information on our website by accessing: https://www.carnival.com/about-carnival/vacation-protection.aspx.
In the event you wish to contact a member of our corporate office, we invite you to reach out to our Guest Care Department directly by dialing toll-free: 1-800-929-6400, or locally at: 1-305-599-2600, extension 76400. Please also note the department’s hours of operation, which are: Monday through Friday from 8:30 AM to 6:30 PM and on Saturday from 9:00 AM to 5:00 PM EST.
We’d love to welcome you back in the near future and hope next time everything will go exactly as planned.
Sincerely,
Carnival Cruise Line
Replied
refund for cruise
I purchased a cruise through Expedia for a Carnival cruise to depart 9/16/2017 from Miami for my elderly parents. My parents home was in the direct path of Hurricane Irma, and although they did not loose there house there only car was flooded and not starting up. They still due not have electricity and my father has become extremely ill. I requested a change of dates or a change pf passengers and the cruise line refused either. They said I needed proof of reason to cancel such as an insurance claim on the car. The car did not have insurance that would cover the damage and my father is unable to get to a doctor to provide him with a note saying he is not capable of travel. He can not get to a doctor because his car won't run and all the doctors he sees are not open due to the hurricane. He does not want to go to an emergency room due to the fact there is people with greater needs that need the access to the very limited medical personal available. They live in Fort Myers where there is no power and limited resources available. I was also told by the cruise line that there is no way to change the name on the reservation because I booked an early passenger ticket, which I don't even know what that means since it was my first time booking a cruise. This cruise was to celebrate my parents 50th wedding anniversary. They certainly are not happy about not being able to go and being stuck in a home with no power and no vehicle to transport them. It would be nice if the cruise line would at least reschedule them, especially since they were to visit ports that were completely destroyed. And as I am writing this I was called to be told my father was just admitted to the hospital. Please let me know if there is anything that can be done. I can provide paperwork that proves he is in fact in the hospital as we speak.
My father has been admitted to the hospital and will not be able to make his cruise. I would like to reschedule it. Please have someone contact me. the cruise was booked for my parents 50th anniversary and i would like them to be able to celebrate that accomplishment on a future cruise. Also they are in the direct path of hurricane Irma and are without ability to contact you themselves. They are scheduled to leave tomorrow. There address is 8242 Matanzas road, Fort Myers, Fl 33969. My father is currently in Florida Gulf Coast Hospital. They will not have electricity or running water for weeks, and the Hurricane flooded there car so even if my father was not in the hospital it would be a great challenge to get them to Miami. I will send the paperwork from the hospital as soon as i can acquire a copy. With only emergency power at the hospital they have not been able to get me copies yet.
The complaint has been investigated and resolved to the customer's satisfaction.
We are sorry to learn about the circumstances that led to the canceling of their cruise. In order to be reviewed for a possible future cruise credit for their penalty amount, you can send in a letter to our Guest Admin department with documentation from their doctor. These requests are reviewed on a case by case basis. They will need to send in the documentation along with the letter as soon as possible and it can take 4 to 6 weeks for a response as they are handled in the order they are received. The letter and documentation needs to be sent to reviews@carnival.com.
Kind Regards,
Carnival Cruise Line
We are sorry to learn about the circumstances that led to the canceling of their cruise. In order to be reviewed for a possible future cruise credit for the penalty amount, they can send in a letter to our Guest Admin department with documentation from hi doctor. These requests are reviewed on a case by case basis. They will need to send in the documentation along with their letter as soon as possible and it can take 4 to 6 weeks for a response as they are handled in the order they are received. The letter and documentation needs to be sent to reviews@carnival.com.
Kind Regards,
Carnival Cruise Line
Replied
cruising right after hurricane irma??? no travel credit
My friends and I planned our FIRST cruise to the Bahamas from Miami as a late birthday gift Sept 15-18. The Miami aftermath from the hurricane is a mess! I don't understand why we can not reschedule the cruise or at LEAST receive a credit! So we lost all of our money! Royal cruise lines not only cancelled the cruise for the same date & location but gave a refund & 25% future travel credit! Never will I ever book carnival, they are money hungry! I have never been so disappointed!
The complaint has been investigated and resolved to the customer's satisfaction.
It is regretful that the guest received such a poor impression and we hope she will allow us the opportunity to regain her patronage.
Kind Regards,
Vernisha R.
Carnival Cruise Line 3655 NW 87th Avenue Miami, FL 33178
Replied
cruise after hurricane
My family had a cruise scheduled to leave September 18, 2017 leaving out of Miami. We have traveled on Carnival for many years and have never had an issue. My mother is 80 years old and lives in Davie Fl. Her home was totally destroyed in the hurricane. The rest of our family has been thru a lot as well, lost business due to no power, loss of work therefore loss of income. There is no gas for us to travel to Miami and the area is not safe. With all of this, Carnival STILL expects us to get on the ship. We have cancelled by our own decision and the "BEST" that they can do is offer us a credit. NOT GOOD ENOUGH. IT IS NOT SAFE FOR US to travel to Miami, Carnival does not think that we have suffered enough they want us to put OUR LIVES in MORE DANGER and drive to MIAMI. NOT HAPPENING. My mother also happens to be a travel agent and books a lot of cruises for this cruise line. I seriously hope she rethinks her loyalty to them as they do not care about her.
The complaint has been investigated and resolved to the customer's satisfaction.
We realize many vacations are chosen because of a specific itinerary and regret any disappointment caused as a result of the changes made to your itinerary. Please understand that the decision to change an itinerary is difficult and generally undertaken as a last resort to ensure the safety and comfort of our guests. We do want to assure you that this is not what we would have wished for the guest to experience during their cruise vacation.
While we sincerely value your input Deobrah, we must respectfully advise that there is no compensation being extended for itinerary modifications for cruises that maintained the same duration. Guests who decided to cancel, will receive a future cruise credit in the amount paid. Please be advised that the credit will be valid for 18 months.
Again we apologize for any inconvenience this may have caused. If you would like to escalate your concern, you may email reviews@carnival.com and your letter will be reviewed and responded to at a later date.
It is regretful that the guest received such a poor impression and we hope she will allow us the opportunity to regain her patronage.
Kind Regards,
Vernisha R.
Carnival Cruise Line 3655 NW 87th Avenue Miami, FL 33178
cruise
Was scheduled cruise on Sept 4th thru 9th to Ocho Rio, with 6 other family members, because of unusual heavy traffic from home to airport, we missed our 725am flight, were put on standbys for 1030 flights, only 2 seats were avail, the others were again put on standby for the 1130 flight, again only 2 seats avail, once again the remaining 3 were on standby for the 1230 flight, unfortunately no seats were avail, was then offered to be put on 130 standby, was still none avail at that time we knew it would have been too late to catch cruise. My husband Reginald SWIFT, booking number 2WB3G4, and my 2 nieces carlisha lewis and Denise Bell booking number SMB3G4 missed the cruise, I was cruising for a second honeymoon and ended up spending 8 days away from my husband, we also considered flying them into Ocho Rio to meet us. But no one had a passport. I'm asking for refund or for them to be allowed to make up for missed cruise. Because they seriously tried to make the cruise. Thanks for your help.
Replied
sail date september 11 sensation cruise from miami cancelled
We are a party of 4 traveling from outside of Maimi on the Sensation September 11, 2017. It is "impossible" to be in Miami to sail on the rescheduled date you proposes within 48 hours of the storm. Travel is not restored into South Florida. Your proposed rescheduling with 48 hours of the hurricane is both reckless and callous, as it renders it impossible for passengers traveling from outside Florida to be present for the cruise.
Please advise which regulatory agencies you report to, as your company practices place passengers at risk in attempting to force them to travel into an evacuated area prematurely, solely to avoid issuing refunds. Your Board of Directors need to reflect closely on your operations and implement immediate changes that take passenger interests and safety into account when dealing with major weather events.
Wendy St Charles, Esq.
[protected]@icloud.com
[protected]
The complaint has been investigated and resolved to the customer's satisfaction.
We invite them to contact us directly, and we’ll be happy to review their concerns. Our Service Department can be reached at 1-800-438-6744 ext. 70355. We do not suggest putting any personal information including booking numbers, phone numbers etc. on an open forum.
Kind Regards,
Carnival Cruise Line
Replied
cut left bug toe and hurt knee on 08/27/2017. 1st day of cruise doors improperly marked.
Opened door on deck 5 and door opened so fast it cut my left big toe. It took half an hour to get help. Someone from medical came to me and asked if I called medical(there was a puddle of blood on floor, which she looked at and saw my toe bleeding, but when I answered "no" she just left.
Finally got to medical thanks to a young man "Armad" who brought wheelchair and cleaned up blood. Was given antibiotics and ibuprofen and told to stay out of water. Went back to medical after left knee started to hurt the day after incident. Was told ligaments were torn and do not do a lot of walking. Had excursions booked and paid for. Could not do the one with swimming with turtles. Was in pain during the whole cruise and have gone to orthopedic doctor after returning and I am still in pain. This cruise was for our 50th anniversary. Reference file # SILP-SB-SL-[protected]-4
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for sharing your thoughts.
We are extremely sorry to hear that you ran into such trouble during your 50th anniversary cruise. It is our hope that you are feeling better now.
Because of the information you documented, your message has been forwarded to the appropriate area for their review. Due to the research required to properly address your concern, we kindly ask that you please allow three to five weeks for an emailed reply.
Should you wish to speak with someone in our corporate office in the meantime, we invite you to contact our Guest Care Department directly by dialing toll-free: 1-800-929-6400, or locally at: 1-305-599-2600, extension 76400. Please also note the department’s hours of operation, which are: Monday through Friday from 8:30 AM to 6:30 PM and on Saturday from 9:00 AM to 5:00 PM EST.
Thank you again for choosing Carnival.
Sincerely,
Carnival Cruise Line
Replied
hurricane irma
My name is Timothy Turner and my booking number is 5TF8N4. I am writing this letter to explain why I am not able to make my trip on September 14, 2017. I have lost power at my home and I don't know when it will be restored. I don't want to cancel my reservations, but I need to reschedule it to a later date. On Monday, 11 September, 2017 the effects from Hurricane Irma caused the power to stop working and I do not feel comfortable leaving my home to attend a cruise, not knowing what will happen to it. If I am able to reschedule my dates I will be satisfied, and continue to use Carnival Cruise Line as my cruise provider. I tried getting the supporting documents from my electricity provider and was told that they could not give me anything at this time. If I have to pay additions funds to cover or off set charges I am willing to do that. I don't feel like it is justified to loose everything I have invested into this trip over something I couldn't control. Please except this review with favorable light, because I still want to attend a cruise, just not at this time when I am uncertain of my home and belongings.
Timothy Turner
[protected]
[protected]@msn.com
The complaint has been investigated and resolved to the customer's satisfaction.
After careful review, our records show that the above sailing operated as normal in which standard cancellation penalties will be assessed. However, we do understand that each guest has individual circumstances which prevented them from sailing in regards to Hurricane Irma. If you would like to escalate your concern, you may email reviews@carnival.com and your letter will be reviewed and responded to at a later date.
Kind Regards,
Vernisha R.
Carnival Cruise Line 3655 NW 87th Avenue Miami, FL 33178
Replied
refund
Zakia Bailey
I have tried to request a refund of my deposit on 9-12-17, but i am unable to reach anyone. When i had spoken to the agent to talk to a manager she had advised me that their is no manger at all, that i can speak to regarding this issue. I had also asked to obtain a number for the cooperate office and she also informed me that there was no number to reach anyone. This is my first time booking with this cruise line, the cruise was schedule 8-24-18 to 8-27-18: which gave me plenty of time to cancel. I was given misinformation regarding this cruise by the travel agent Frank Espinosa who assured me that if I cancel I am guaranteed my full refund. I tried to reach this agent and I found out he is no longer working for the company. I am really dissatisfied with the customer care that I have received, I had also booked other people in my group who I had given misinformation to regarding there refund based on the information I was told by Frank Espinosa. I would like to cancel my cruise due to the recent storm and request a full refund of everyone deposit that was booked in my group. I would also like to speak with someone regarding this issue.
I could be reached at [protected], [protected]@gmail.com
Thank you and hope to hear from someone soon
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for allowing us the opportunity to respond to Ms. Bailey’s complaint.
In reviewing their reservation we show they booked under the Early Save promotion which has a non-refundable deposit. If they were to cancel, there is a $50 per person service charge that is kept from their $99 per person deposit. The remaining $49 per person is kept in house to apply towards a future sailing so long as the cancellation is made no later than 06/25/2018. The $49 per person credit must be redeemed for sailings departing within 2 years from cancellation. This information is clearly stated on the booking confirmation. The guest was sent 5 copies of their booking confirmation that clearly state the following;
GUEST NOTES
2) Early Saver terms & conditions (T&C) apply. Non-refundable deposit amounts: 2-9 day:$99pp. 10+ day/Alaska/Vista & Horizon: $149pp. $50pp fee assessed for ship/sail date changes made prior to final payment date. Cancellations prior to final payment date receive future cruise credit for deposit amount less $50pp fee. FCC issued in USD & must be used within 24 months of cancel date. May reprice booking if lower cruise rate offered to general public is available based on total cabin occupancy & not from booked ancillary services or group rates. Guest assumes T&C of new promo & may forfeit features associated with original fare (cabin assignment, OBC, upgrades, special deposit/payment terms). Verified rate difference issued as non-refundable OBC. Applicable on select sailings thru 4/30/19. Sale ends 8/02/17.
In addition, we were able to pull the call we she asked about canceling and verified the guest was told it depends on if they purchase Vacation Protection. “With the Vacation Protection you get a full refund if you cancel for covered reason such as medical, illness, injury, job loss and severe weather. If you cancel for any reason it is 75% in future cruise credit for two years”. The guest did add the Vacation protection, but has only paid the deposit. The coverage will not start until the Vacation protection is paid for on their booking.
I’m sorry we are unable to respond favorably to their request for a full refund. I know this is not the answer they were hoping for and we are sorry for any disappointment in this regard.
Kind Regards,
Carnival Cruise Line | 3655 NW 87th Avenue | Miami, FL 33178
Replied
duplicate gratuity amount drafted from my account twice in a two day period
My name is Andrey Newton and on 8/21/17 and 8/22/17 Carnival cruise lines drafted $64.75 for Gratuities. Upon catching this mistake I immediately notified the travel agent (Jacinda F. McDuffie) that is handling our group cruise on the Carnival Ecstasy scheduled to sail on 10/19/17. Unfortunately, I have not been able to get any resolution to this matter through the travel agent and in the most recent update from her, I was told that she was informed by her Carnival contact that their records only showed one draft being made. I then provided documentation from my account illustrating the duplicate amounts as well as the dates in which each amount was drafted. Soon after, the agent informed me that she had received the information I provided and upon forwarding this information to Carnival, she was then informed that "they will research it but due to the current weather conditions their first priority is to take care of those that are out at sea and those that were supposed to leave." This response angered me due to the fact that I have been trying to get this matter rectified long before any current weather conditions existed and more so due to the fact that such a response more or less leads me to believe that Carnivals values regarding customer issues (especially those that Carnival created themselves) were of little importance.
All that I have asked is to be refunded the duplicated amount of $64.75, but after being given the run around, I then requested that entire amount ($129.50) that was drafted be refunded to me and I would handle the gratuity as I see fit when the time comes. Unfortunately, to this date, I still have not received an update nor a refund regarding this matter.
Contact info:
Andrey Newton
[protected]
[protected]@bellsouth.net
Below is the email thread:
On Sep 8, 2017, at 2:36 PM, Jacinda F McDuffie wrote:
I'm not pleased with it as well but I promise I'm not letting it go...as soon as I get home I will call them again.
Jacinda F. McDuffie
Owner
JMac Travel, LLC
On Sep 8, 2017, at 2:30 PM, Andrey Newton wrote:
I'm a bit disappointed in their response and the priority they seem to place on this matter as they did not have such a difficult time drafting the excess funds from my account and now it seems that I'm going to get the run around only to have them come back with some nonsense that they have no records of such transactions, the same as they said prior to me providing my banks summary statement. Granted it is a small amount of $$$ to them, but I do not have $$$ just to give away no matter how large or small the amount is. I can now only assume that they will drag their feet using the same excuse until such time that the cruise has come and gone.
On Fri, Sep 8, 2017 at 1:26 PM, Jacinda McDuffie wrote:
I did receive your summary and forwarded the information to Carnival. They advised me that they will research it but due to the current weather conditions their first priority is to take care of those that are out at sea and those that were supposed to leave. I assure you that I will make sure it is taken care of asap. My apologies on behalf of the cruise line.
Thank you,
Jacinda F. McDuffie, Owner
JMac Travel, LLC
803.429.8889
On Fri, Sep 8, 2017 at 12:56 PM, Andrey Newton wrote:
Jacinda,
Just following up to ensure that you received the draft summary from my account in hopes that this will help bring this matter to a resolution soon. Due to the headache that this matter has become for me, I'm more inclined to just request a complete refund for the entire gratuity drafted ($129.50) due to the unpleasant service received thus far and just handle the gratuity as I see fit when the time comes. In any event, I hope to receive a status up soon.
Thanks
On Sep 7, 2017, at 1:19 PM, Andrey Newton wrote:
Jacinda,
Below is a summary from my account illustrating the most recent drafts to include the duplicate drafts for (8/21 and 8/22) in the amount of $64.75 each.
On Thursday, September 7, 2017 9:42 AM, Andrey Newton wrote:
No problem...I'll send a copy of my bank draft for record in case they have issues locating there records.
On Sep 7, 2017, at 8:53 AM, Jacinda McDuffie wrote:
Good morning,
With Monday being a holiday and them trying to bring ships in and take care of passengers it took time to get in touch with them. I spoke to someone yesterday and as far as their records, they only see one withdrawal for your gratuities. She said she will research it and someone will contact me today. As soon as I hear from them, I will contact you.
Thank you,
Jacinda F. McDuffie, Owner
JMac Travel, LLC
803.429.8889
On Thu, Sep 7, 2017 at 8:25 AM, Andrey Newton wrote:
Jacinda,
Checking back to see if there were any updates as to when I would receiving a refund for the unapproved overage that was drafted from my account. If they are having difficulty sorting things out, they can just refund the full gratuity amount drafted $129.50 ($64.50 + $64.50) and I'll handle the gratuity as I see fit as this is really pass ridiculous at this point?
On Sep 2, 2017, at 7:52 PM, Jacinda F McDuffie wrote:
It's ok because you should've had your money but I will find out what's going on. Enjoy your weekend & I will talk to you next week.
Jacinda F. McDuffie
Owner
JMac Travel, LLC
On Sep 2, 2017, at 6:35 PM, Andrey Newton wrote:
I would have responded sooner but your last update indicated that I should have need reimbursed by Friday, so I waited until that time. Unfortunately, nothing ever happened.
Thanks
On Sep 1, 2017, at 7:52 PM, Jacinda F McDuffie wrote:
Andrey,
I thought you were reimbursed by now. I will check into it when I return & let you know after the holiday.
Jacinda F. McDuffie
Owner
JMac Travel, LLC
On Sep 1, 2017, at 7:07 PM, Andrey Newton wrote:
Jacinda,
Just wanted to follow up with you to see if there were any updates as I still have not received reimbursement for the additional $64.75 that was drafted from my account.
Thanks
Sent from my iPhone
On Aug 25, 2017, at 10:58 AM, Jacinda F McDuffie wrote:
Good morning,
My apologies for the late reply but I'm out of town. The second payment should be refunded by next Friday.
Jacinda F. McDuffie
Owner
JMac Travel, LLC
On Aug 25, 2017, at 9:09 AM, Andrey Newton wrote:
Good morning,
Just following up once again on the status of the additional amount of $64.75 that was drafted from my account between Monday and Tuesday for gratuity fees?
Thanks
On Aug 24, 2017, at 6:49 AM, Andrey Newton wrote:
Hello,
Just following up regarding the overage of $64.75 that was drafted from my account?
Thanks
On Aug 22, 2017, at 3:46 PM, Jacinda McDuffie wrote:
Oh no...I will contact Carnival this evening when I get off and let you know when it's fixed.
Thank you,
Jacinda F. McDuffie, Owner
JMac Travel, LLC
803.429.8889
On Tue, Aug 22, 2017 at 3:19 PM, Andrey Newton wrote:
Jacinda,
We seem to have an issue as I see that $64.75 was drafted from my account twice. Once on Monday (along with my balance of $283.35) and then another $64.75 was drafted again today (8/22/17)?
The complaint has been investigated and resolved to the customer's satisfaction.
We invite them to contact us directly, and we’ll be happy to review their concerns. Our Service Department can be reached at 1-800-438-6744 ext. 70355. We do not suggest putting any personal information including booking numbers, phone numbers etc. on an open forum. Due to policies we have in place, we’re unable to discuss any booking information or make any changes to their reservation without the agency's consent. They will need to have the travel agent on the phone as well.
Kind Regards,
Carnival Cruise Line
Replied
itinerary was changed 5 minutes after we left the port!
Our cruise Itinerary was changed just when we left the port! The cruise know about this switch before we boarded. But failed to mention this. So we could make a decision to abandon the cruise. Instead the cruise did a scam by knowing full well that ship was changing course to to hurricane Irma.
We wanted to go on other Itinerary. because I never been to the other stop.
I would like some credit toward another cruise. I do at least three cruise with carnival a year. I have another going in November 5 2017. I m a platinum member. I m very loyal to Carnival cruises. I just want it to be fair. I spent a lot of money getting off in middle of cruise in Cozumel Mexico. And had to pay from my pocket for transportation back to Cancun. With considerable mount of fair leaving ship in Mexico. considering United stated issued warning about safety going to Mexico. You didn't provided any safety or cost to get to airlines. That is the reason people go on excursions for safety not to go as you please. We where very stressed out on this ordeal.
Booking number 5RT7Q3... Sept 3, 2017... Date... Carnival Splendor
Carnival Cruise Lines Contacts & Information
Posted: Sep 11, 2017 by k
Intinerary was changed 5 minutes after we left the port!
Complaint Rating: 0 % with 0 votes
Contact information:
Florida City, Florida
United States
Our cruise Itinerary was changed just when we left the port! The cruise know about this switch before we boarded. But failed to mention this. So we could make a decision to abandon the cruise. Instead the cruise did a scam by knowing full well that ship was changing course to to hurricane Irma.
We wanted to go on other Itinerary. because I never been to the other stop.
I would like some credit toward another cruise. I do at least three cruise with carnival a year. I have another going in November 5 2017. I m a platinum member. I m very loyal to Carnival cruises. I just want it to be fair. I spent a lot of money getting off in middle of cruise in Cozumel Mexico. And had to pay from my pocket for transportation back to Cancun. With considerable mount of fair leaving ship in Mexico. considering United stated issued warning about safety going to Mexico. You didn't provided any safety or cost to get to airlines. That is the reason people go on excursions for safety not to go as you please. We where very stressed out on this ordeal.
Intinerary was changed 5 minutes after we left the port!
kattieritz
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Posted: Sep 11, 2017 by kattieritz
Intinerary was changed 5 minutes after we left the port!
Complaint Rating: 0 % with 0 votes
Contact information:
Miami, Florida
United States
Booking number 5RT7Q3... Sept 3, 2017... Date... Carnival Splendor
Carnival Cruise Lines Contacts & Information
Posted: Sep 11, 2017 by k
Intinerary was changed 5 minutes after we left the port!
Complaint Rating: 0 % with 0 votes
Contact information:
Florida City, Florida
United States
Our cruise Itinerary was changed just when we left the port! The cruise know about this switch before we boarded. But failed to mention this. So we could make a decision to abandon the cruise. Instead the cruise did a scam by knowing full well that ship was changing course to to hurricane Irma.
We wanted to go on other Itinerary. because I never been to the other stop.
I would like some credit toward another cruise. I do at least three cruise with carnival a year. I have another going in November 5 2017. I m a platinum member. I m very loyal to Carnival cruises. I just want it to be fair. I spent a lot of money getting off in middle of cruise in Cozumel Mexico. And had to pay from my pocket for transportation back to Cancun. With considerable mount of fair leaving ship in Mexico. considering United stated issued warning about safety going to Mexico. You didn't provided any safety or cost to get to airlines. That is the reason people go on excursions for safety not to go as you please. We where very stressed out on this ordeal.
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Carnival Cruise Lines - ripoff, only care about money
Carnival Cruise Lines - Camp Carnival - Carnival Glory
Carnival Cruise Lines - Hurricane Irma cruise to Cuba (September 7, 2017)
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Carnival Cruise Lines Logo Carnival Cruise Lines
Customer Care Service
3655 NW 87th Avenue
MIAMI FL.33178
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for sharing your thoughts about your recent vacation aboard the Carnival Splendor.
Designing memorable trips is at the heart of our business, and we’re keenly aware that people choose one cruise over another because of the varied itineraries. Guests love to see different ports and take in new sights.
As a platinum guest, you know that sailing from place to place, eating fabulous food and enjoying exceptional entertainment is also part of the pleasure of sailing with us and will bring back wonderful memories for years to come. This is what cruises are all about and why they’re such fun.
From our point-of-view, being responsible for a floating hotel with thousands of people onboard is a serious business and we never compromise either the safety or well-being of our guests.
We’ve learned that anything from a sudden change in the weather, to a turn of events on shore can be a potential problem, and changing a ship’s itinerary is something we never do lightly.
Naturally, we try our best to find an alternate port of call and provide advance notice. Captain Roberto Tine kept the guests informed on embarkation day that we were closely monitoring the track of Hurricane Irma and assured everyone that he would provide an update if a change was necessary. Based on the updated advisories, it became evident that we had to change the scheduled itinerary from an Exotic Eastern Caribbean voyage to a Western Caribbean cruise instead. This decision was made in order to stay safe from the storm. Obviously, this is not the cruise we would have wished for our guests but Mother Nature threw us a curve ball.
In our review of your situation, our records indicate that our Guest Services Supervisor onboard spoke with you and offered to make your stay with us a little more comfortable. It was disenchanting for us to learn that the offer was not redeemed and that you elected to voluntarily debark the ship in Cozumel, on September 8, 2017.
As it pertains to your concerns about Mexico, Carnival's port of call destinations in that region are concentrated in highly popular tourist areas and not the outlying areas where the vast majority of the reported violence has occurred. We have been visiting Mexico safely for many years and plan to continue doing so.
We do want to assure you that we are just as committed today as we have been in previous years to provide a top-notch cruise experience. Once again, we extend our apologies for any disappointment. However, we cannot respond favorably to your request for compensation in this regard.
In the event you would like to speak with someone more in depth about your experience, we invite you to contact our Guest Care Department directly by dialing toll-free: 1-800-929-6400, or locally at: 1-305-599-2600, extension 76400. Please also note the department’s hours of operation, which are: Monday through Friday from 8:30 AM to 6:30 PM and on Saturday from 9:00 AM to 5:00 PM EST.
We do hope that despite the circumstances, you were able to take home some fun and memorable experiences. All of us at Carnival look forward to welcoming you back onboard again on November 5, 2017!
Sincerely,
Carnival Cruise Line
It is assumed that in the USA the customer comes first, but once again they show contempt for the customer. To my Carnival, he said: Naturally, we do everything possible to keep our guests informed. Accordingly, an announcement, on a loop, was playing in the terminal before you boarded the ship and a letter was distributed once our guests were onboard. Liars
Replied
cruise
I am scheduled for a cruise on Friday, September 15 to the Bahamas.concerned about hurricane Irma and the destruction it may leave I change my reservations as far as flights and hotel stay.recently (today) I was told that the ship will still sail and that I will lose all funds. I'm outraged at the lack of consideration. I'm frying in from ohio so waiting on correspondence has been hell. I'm in need of some sort of reimbursement! I can't just fly into devastation especially with hurricane Jose right behind the first storm. Please help!
The complaint has been investigated and resolved to the customer's satisfaction.
We invite them to contact us directly, and we’ll be happy to review their concerns. Our Service Department can be reached at 1-800-438-6744 ext. 70355. We do not suggest putting any personal information including booking numbers, phone numbers etc. on an open forum.
Kind Regards,
Carnival Cruise Line
Replied
ripoff, only care about money
I have planned a vacation on 10/19 to fly to florida and 10/22 travel on cruise to Caribbean only to find out everything has been destroyed on the island we were suppose to go. plus Miami and everything else is a mess. i called many times and carnival does not care they still plan to cruise even thou islands are flooded with no electricity. Air lines has refunded me money, the hotel as well. ONLY CARNIVAL DOESNT CARE THEY WANT MONEY DONATED TO THEM
The complaint has been investigated and resolved to the customer's satisfaction.
We invite them to contact us directly, and we’ll be happy to review their concerns. Our Service Department can be reached at 1-800-438-6744 ext. 70355. We do not suggest putting any personal information including booking numbers, phone numbers etc. on an open forum.
Kind Regards,
Carnival Cruise Line
Replied
camp carnival - carnival glory
I am writing in regards to an incident during my recent cruise on the Carnival Glory, August 19, 2017, 7 days cruise. This was the very first cruise for my family & me, (my husband, mother, daughter-5 and son-9.) On Tuesday 08/27/17, I returned to my room at 4:35pm and there was a message that @ 2:40pm my five year old Laila had been bitten by a two year old little boy during Carnival Camp. The message stated’ “your child was bitten, but no need for concern, ice was applied and she is fine and playing. Right away I went up to the camp and my daughter ran over to me crying hysterically. The camp stated, “Mommy she is fine.” Clearly this was not fine! The child’s full teeth impression (top and bottom) were embedded in my daughters forearm and her arm was swollen. Again, the camp associate said, “she will be fine.” I was EXTREMELY UPSET of the assumption that my daughter is ok when clearly she was in pain. I was very ANGRY, APPALLED, AND SHOCKED THAT THE INCIDENT WAS BEING DOWN PLAYED. The camp associate did not show any empathy or concern which was very surprising. I spoke with "Owen" who introduced herself as the manager in charge. I proceeded to discuss the incident with Owen and she begins giggling. (Literally in my face) When I asked her if she thought the situation was funny? She said, “No” and started giggling again with her hand over her mouth. At this point I am extremely angered by her response and shocked by her lack of professionalism and sensitivity. I told Owen I did not want to speak with her any longer and asked if she could please get me the program director. At that point I requested the director of camp affairs and was told she was unavailable and not on the ship for illness. I told Owen that the child should not be allowed to return to camp for safety of my daughter or any other children from being bit. Also I asked what is being done and had they spoken with the child’s parents? Owen said, “ they did speak with the parents of the child but he would be allowed to return because he deserves a second chance.” Also Owen stated, “It is the camp’s policy to allow second chances.” I was confused by her statement and she could no show me anything in writing to support her comment.
This experience was traumatizing to my daughter. The teeth marks remained in my child arm for three days following the incident. I did take my baby to the medical department and a doctor did look at the bite and provided more ice and antibacterial ointment. We did provide ice every 3 hours for 20 minutes for the first 24-48 hours and the ointment for three days. My daughter was too scared to return to the camp for fear of being bitten again. I am extremely angered, frustrated, appalled, offended, DISGUSTED and shocked by this entire experience.
Any situation of extreme physical violence should have a zero tolerance policy. My daughter did nothing wrong and did not have a chance to enjoy the camp and she was the one assaulted. It’s as if my family was punished! This left a terrible feeling against Carnival Cruise line and I do plan to express my experience further on review sites. This situation was handled inappropriately hands down. Instead of at least a sincere apology the situation played out like a complete joke at my daughters’ expense. TOTALLY UNACCEPTABLE! I have already forwarded complaint letters to the BBB and Carnival CEO Gerald R. Cahill. I hope that my issue will be reviewed and not just swept under the rug.
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for sharing your thoughts. It was disenchanting for us to hear about what happened during your family’s cruise vacation.
We are extremely sorry to hear about your daughter’s situation. It is our hope that she is feeling better now.
We truly regret that your family did not receive the kind of high quality service each guest has every right to expect from our shipboard staff. The situation you’ve brought forth is not at all what we want our valued guests to encounter. Hence, we extend our sincere apologies. We have made sure that this feedback was shared with the relevant managerial team members as part of our drive for continuous improvement.
With that in mind, your information has also been forwarded to the appropriate shore side team for their review as well. Due to the research required to properly address your concern, we kindly ask that you please allow three to five weeks for an emailed reply.
If there is anything else we can do for you in the meantime or if there are additional details you’d like to share, we invite you to contact our Guest Care Department directly by dialing toll-free: 1-800-929-6400, or locally at: 1-305-599-2600, extension 76400. Please also note the department’s hours of operation, which are: Monday through Friday from 8:30 AM to 6:30 PM and on Saturday from 9:00 AM to 5:00 PM EST.
Sincerely,
Carnival Cruise Line
Replied
hurricane irma cruise to cuba (september 7, 2017)
On September 3, 2017 my husband and I flew from New Jersey to Tampa Florida. We stayed a few days in the Summer Bay Resort prior to cruising to Cuba.
Quickly my excitement became a nightmare because of the approaching hurricane Irma and the unknown with Carnival Paradise plans. Carnival neglected to properly inform their guest. The information Carnival was providing was very vague. I called customer service and they had no certain answer to give. The representative of Carnival was very professional and sympathetic but unhelpful. The only thing the representative was able do is write down my phone number and email so Carnival could update me with their plans. In the midst of this nightmare I became sick. I was stressing and my body began to react to the stress causing my body to break out in hives. The hives was all in my face, hands, and legs immediately after arriving back home in New Jersey (September 8, 2017 at approximately 1:30am. A plane from Tampa to Atlanta, 2nd plane from Atlanta to Baltimore, and then a rental car from Baltimore to New Jersey). I immediate contacted my doctor who schedule an emergency appointment on the morning of September 8. After being evaluate I was given a numerous of medication to control the hives. Thank God I’m much better.
On the day prior to September 7th, I received an email from Carnival informing us that Carnival Paradise will be sailing. Carnival neglected the emotional appeal from Elected Official Governor of Florida encouraging the people to prepare for the approaching Hurricane but instead Carnival had the guest in limbo. The Governor also announced a State of Emergency. The Governor kept the people informed along with the meteorologist. Instead Carnival sends out one letter telling the people to believe in them. Even-though the hurricane was a category 5 storm in the Caribbean but the intention is to operate as scheduled. However Carnival Paradise will notify their guest if any changes are needed at embarkation the day of September 7th. Carnival intentionally had there guest fly from all over the world subjecting them in harm’s way. Carnival had zero sympathy and consideration to the residence of Florida/and to human life.
The day of September 7th we arrived at the Port of Tampa and received a letter stating the uncertainty and a discussion will be made at 3 o'clock. The Carnival guest representative at the port stated, “Stay with your luggage if you not certain if you’re going to sail but you have to check-in and board the ship so you get a full refund. If you don't check-in and board the ship you will not get refunded" so we believed in them and checked in and board the ship.
Approximately 45 minutes after boarding the ship the captain made an announcement that an attempt to Cuba was going to be made. But my concern wasn’t going to Cuba my concern was preserving human life so we decided to exit the ship. In the midst of exiting the ship we were stopped and told we weren’t allow to leave because we have already boarded the ship. The security officer and a Carnival representative stopped us and other guest and stated, “you leave you will forfeiture your money”. We attempted to speak to them but they refused to listen. At which time I began to record. I was then approached by security in a threatening matter and was told to stop recording. I immediate stopped recording because of fear what will happen to me. I then placed my phone on Facebook live and began to recording. I put my phone against my chest so they can't see I was recording. Eventually Guest Services Manager Gabriela Montoya Prada approached all the guest who did not wish to travel was allowed to exit the ship with an agreement that everybody will get a 100 percent refund. She also agreed to put it in writing prior to exiting the building. As the guest exit the ship into the building Carnival has security telling us we had to exit the building. Once we refused because we were promised a letter of agreement of reimbursement Carnival called the police on their guest making us feel like criminals. After speaking to the Sergeant and a Corporal they understood for being upset. Moment later customer service from Carnival approached and wrote our information done on a sheet of paper.
Carnival has no consideration to human life. They chose to keep us out of the light until it was too late. Making people chose with a tackle intimation. Carnival had amble time to cancel but they chose not to and had people fly from all over the world instead of reschedule for another time. The airline was in agreement to reimburse their customers’ so they won’t be subjected to harm’s way. All cruise line also cancelled.
Like the Elected Official Governor of Florida stated stuff could be replace but life could not. I took his words like gospel. Why Carnival subjected their guest in harm’s way? Taking a risk? Life is valuable and should not have a price. Why did Carnival took zero consideration to the residence of Florida who was sailing with Carnival? Is this the type of business Carnival is operating? I have been a customer with Carnival for some time. Should I concern never sailing with Carnival every again? I am requesting a letter of apology letter with a full compensation and reimbursement of cruise. My booking number is 6NP6X6, stateroom E14, with Carnival Paradise for September 7th. Please feel free to contact me.
NOTE: I have been informed that Carnival Paradise dock at Cozumel Mexico for the duration of the hurricane and will not returned until Wednesday. Some of the guest on the Carnival Paradise who are public official needed to return back to their duty and are unable to because they are stranded until Carnival feel is safe to return. After they return to Florida the challenge with commence to return home. Will Carnival help there guest or they will be on their own. Did Carnival thought of their guest returning back home?
God have mercy on the people and sea and Florida. My Prayers.
On September 3, 2017 my husband and I flew from New Jersey to Tampa Florida. We stayed a few days in the Summer Bay Resort prior to cruising to Cuba.
Quickly my excitement became a nightmare because of the approaching hurricane Irma and the unknown with Carnival Paradise plans. Carnival neglected to properly inform their guest. The information Carnival was providing was very vague. I called customer service and they had no certain answer to give. The representative of Carnival was very professional and sympathetic but unhelpful. The only thing the representative was able do is write down my phone number and email so Carnival could update me with their plans. In the midst of this nightmare I became sick. I was stressing and my body began to react to the stress causing my body to break out in hives. The hives was all in my face, hands, and legs immediately after arriving back home in New Jersey (September 8, 2017 at approximately 1:30am. A plane from Tampa to Atlanta, 2nd plane from Atlanta to Baltimore, and then a rental car from Baltimore to New Jersey). I immediate contacted my doctor who schedule an emergency appointment on the morning of September 8. After being evaluate I was given a numerous of medication to control the hives. Thank God I’m much better.
On the day prior to September 7th, I received an email from Carnival informing us that Carnival Paradise will be sailing. Carnival neglected the emotional appeal from Elected Official Governor of Florida encouraging the people to prepare for the approaching Hurricane but instead Carnival had the guest in limbo. The Governor also announced a State of Emergency. The Governor kept the people informed along with the meteorologist. Instead Carnival sends out one letter telling the people to believe in them. Even-though the hurricane was a category 5 storm in the Caribbean but the intention is to operate as scheduled. However Carnival Paradise will notify their guest if any changes are needed at embarkation the day of September 7th. Carnival intentionally had there guest fly from all over the world subjecting them in harm’s way. Carnival had zero sympathy and consideration to the residence of Florida/and to human life.
The day of September 7th we arrived at the Port of Tampa and received a letter stating the uncertainty and a discussion will be made at 3 o'clock. The Carnival guest representative at the port stated, “Stay with your luggage if you not certain if you’re going to sail but you have to check-in and board the ship so you get a full refund. If you don't check-in and board the ship you will not get refunded" so we believed in them and checked in and board the ship.
Approximately 45 minutes after boarding the ship the captain made an announcement that an attempt to Cuba was going to be made. But my concern wasn’t going to Cuba my concern was preserving human life so we decided to exit the ship. In the midst of exiting the ship we were stopped and told we weren’t allow to leave because we have already boarded the ship. The security officer and a Carnival representative stopped us and other guest and stated, “you leave you will forfeiture your money”. We attempted to speak to them but they refused to listen. At which time I began to record. I was then approached by security in a threatening matter and was told to stop recording. I immediate stopped recording because of fear what will happen to me. I then placed my phone on Facebook live and began to recording. I put my phone against my chest so they can't see I was recording. Eventually Guest Services Manager Gabriela Montoya Prada approached all the guest who did not wish to travel was allowed to exit the ship with an agreement that everybody will get a 100 percent refund. She also agreed to put it in writing prior to exiting the building. As the guest exit the ship into the building Carnival has security telling us we had to exit the building. Once we refused because we were promised a letter of agreement of reimbursement Carnival called the police on their guest making us feel like criminals. After speaking to the Sergeant and a Corporal they understood for being upset. Moment later customer service from Carnival approached and wrote our information done on a sheet of paper.
Carnival has no consideration to human life. They chose to keep us out of the light until it was too late. Making people chose with a tackle intimation. Carnival had amble time to cancel but they chose not to and had people fly from all over the world instead of reschedule for another time. The airline was in agreement to reimburse their customers’ so they won’t be subjected to harm’s way. All cruise line also cancelled.
Like the Elected Official Governor of Florida stated stuff could be replace but life could not. I took his words like gospel. Why Carnival subjected their guest in harm’s way? Taking a risk? Life is valuable and should not have a price. Why did Carnival took zero consideration to the residence of Florida who was sailing with Carnival? Is this the type of business Carnival is operating? I have been a customer with Carnival for some time. Should I concern never sailing with Carnival every again? I am requesting a letter of apology letter with a full compensation and reimbursement of cruise. My booking number is 6NP6X6, stateroom E14, with Carnival Paradise for September 7th. Please feel free to contact me.
NOTE: I have been informed that Carnival Paradise dock at Cozumel Mexico for the duration of the hurricane and will not returned until Wednesday. Some of the guest on the Carnival Paradise who are public official needed to return back to their duty and are unable to because they are stranded until Carnival feel is safe to return. After they return to Florida the challenge will commence to return home. Will Carnival help there guest or they will be on their own. Did Carnival thought of their guest returning back home?
God have mercy on the people and sea and Florida. My Prayers.
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for taking the time to share your thoughts.
As a repeat guest, we're extremely sorry to hear about the experience you had this time around. We sincerely hope that by now you have fully recovered and are no longer experiencing the discomfort you have described. The safety and wellbeing of our guests are at the forefront of our mind on all cruises, with making sure you have a fun and memorable vacation coming close second.
Given the circumstances, we agree that a little courtesy and sensitivity from our staff was called for in this case. Your feedback is important to us, which is why it's on its way to the relevant managers who will do whatever it takes to make sure this doesn't happen to a future guest.
As it pertains to your concern, it sounds like there may have been a misunderstanding. All guests who were booked on the Carnival Paradise for the September 7, 2017 voyage were given the option to receive a future cruise credit, in the event they wished to cancel, due to Hurricane Irma. The security officer and the Carnival representative that you spoke with were correct.
Having four cruises under your belt with us, we trust you understand that designing memorable trips is at the heart of our business. From our point-of-view, being responsible for a floating hotel with thousands of people onboard is a serious business and we never compromise either the safety or well-being of our guests.
Our excellent record of safe operation throughout Carnival's 40-plus year history, and the comprehensive safety standards we continue to live up to every day, proves that commitment. Our ships operate in full compliance with — and in many cases exceed — all U.S. and international safety regulations. It’s also important to keep in mind that Carnival carries more guests than any other cruise line — more than four million per year.
Moreover, we’ve learned that anything from a sudden change in the weather, to a turn of events on shore can be a potential problem, and changing a ship’s itinerary is something we never do lightly.
We do want to assure you that we are just as committed today as we have been in previous years to provide a top-notch cruise experience. Once again, we extend our apologies for any disappointment. However, we cannot respond favorably to your request for compensation and reimbursement in this regard.
Should you wish to speak with someone in our corporate office, you may contact our Guest Care Department by dialing toll-free: 1-800-929-6400, or locally at: 1-305-599-2600, extension 76400. Please note the department’s hours of operation, which are: Monday through Friday from 8:30 AM to 6:30 PM and on Saturday from 9:00 AM to 5:00 PM EST.
We send our best wishes, and would love to welcome you back onboard again in the future.
Sincerely,
Carnival Cruise Line
Replied
refund on cruise
We had to cancel our cruise due to the repercussions from Hurricane Harvey. Our cruise was scheduled for 10/22/17; however, we are small business owners and cannot dismiss work in light of the damages that Harvey did to our city.
We were only refunded a portion of the $1, 548.50 that we paid. We had every intention of re-booking another cruise with Carnvial once we get back on our feet, but are considering other travel options because they only refunded $791.50 of $1, 548.50. This is very disappointing, and we would rather invest in another company that appreciates their customer's circumstances.
The complaint has been investigated and resolved to the customer's satisfaction.
We invite them to contact us directly, and we’ll be happy to review their concerns. Our Service Department can be reached at 1-800-438-6744 ext. 70355. We do not suggest putting any personal information including booking numbers, phone numbers etc. on an open forum.
Kind Regards,
Carnival Cruise Line
Replied
internet and cheers
Carnival sells 3 different levels of internet. We purchase the most expensive which made claim to be able to Skype, FaceTime, and many other applications.
During our 7 day cruise, I wasn't able to skype or FaceTime. Internet pages took 4+ minutes to load. I wasn't able to FaceTime my kids and I missed 2 meetings. Not acceptable. When I went down to guest services I couldn't get any of the Russian workers there to help. The Asian ones couldn't understand me.
We also purchased the cheers program and bottomless sodas. On day of the cruse we were told no alcohol until 6:00 am the next morning. It's Carnival's way of not paying liquor taxes in Texas. Ok, fine. But we also could not get sodas. We had to pay full price until the next day. Also, if you want a sofa you have to go to a bar to get one. There are no doubt rain machines. If it's the middle of the night and the bars are closed you cannot get on unless you order room service at which time they charge you full price for a soda. You can't get extra sodas for your cabin, in fact, when you order a soda there's lots of ice. You get the glass full but not the rest of the can.
After paying $1100.00 for internet and drinks I feel we've been ripped off and will dispute charges if Carnival doesn't make it right.
Carnival Breeze 09/03/2017 to 09/10/2017 Port of Galveston.
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for taking some time to share your thoughts.
After conducting some research on your concern, it was noted that you did purchase the Cheers package, but did not purchase the Bottomless Bubbles package. It is not necessary to purchase both for the same person/cabin, since sodas are included within the Cheers program.
The Cheers package is offered as an amenity, if a guest wishes to make the purchase. Guests are under no obligation to purchase Cheers or Bottomless Bubbles. Within the Cheers beverage program, guests can enjoy a wide variety of wine, beer, and spirits, along with sodas and non-alcoholic frozen cocktails throughout the voyage at one convenient, flat rate.
Broken down, your purchase for the Cheers package was for only six days of your cruise, and not seven. The online purchase price is $49.95 USD per person, plus a 15% service gratuity. So when factored, $49.95 times six days, is $299.70 USD. Then when you add the service gratuity to that, your total is then $344.66 USD, per person ($698.32 USD cabin total). As you can see, you did not pay for the first day; but nonetheless, we genuinely regret any misunderstanding.
To that end, we do our best to communicate all information to our guests regarding our services. More information about Cheers can be found on our website by clicking here: https://help.carnival.com/app/answers/detail/a_id/1106.
As it pertains to your Online Premium Plan (internet) package, as a gesture of goodwill, we have requested that our Accounting Department refund the purchase amount back to your original form of payment. It should be processed within the next ten business days, but depending on your banking institution and billing cycle, it may take up to two billing cycles to see it reflected.
Should you have any questions or concerns, you are invited to contact our corporate office directly by dialing toll-free: 1-800-929-6400, or locally: 1-305-599-2600, extension 76400. The respective hours of operation are: Monday through Friday from 8:30 AM to 6:30 PM and Saturday from 9:00 AM to 5:00 PM EST.
Thank you again for choosing Carnival.
Sincerely,
Carnival Cruise Line
Replied
service
09/10/2017
Claim number 5NR1Q7
I called to advised that I needed to reschedule my dates due to my mom having a serious health issue. The agent Rebecca was very nonchalant about the issue at hand. I was told that I could not speak with a manager due to it being a "boneyard shift." I explained my concern for her treatment and not offering a manager to even call me back and she said "I'm sorry that you didn't hear what you wanted to hear, but this is all I can do."
This is first time my husband and I are traveling with Carnival and due to this issue don't believe we will ever nor refer anyone to do so. I would like for you all to listen to the call held and speak with the associate. Thank you for your assistance.
Fabrail Omotayo
The complaint has been investigated and resolved to the customer's satisfaction.
Please be assured, the goodwill of our guests is very important to us and we are responsive to any problem that is brought to our attention. We regret to learn of the issues that you described when contacting our call center as it is our goal to provide our guests with the finest customer service.
We know our success depends on our guests and we treat all reports of guest dissatisfaction very seriously. Please be advised that your feedback is very important to us and we've forwarded your concerns to the appropriate department to make sure the necessary corrective action is taken as warranted.
After careful review, our records show that your reservation has been cancelled. Please be advised that you will need to contact Aon Affinity to file a claim directly since the Vacation Protection plan was purchased.
It is regretful that you received such a poor impression and we hope you will allow us the opportunity to regain your patronage.
Kind Regards,
Vernisha R.
Carnival Cruise Line 3655 NW 87th Avenue Miami, FL 33178
Replied
delay in cruise cancellation
To Whom It May Concern:
I am writing today because my daughter and myself were due to sail on Valor August 26, 2017 for what was suppose our first cruise. I am very disappointed in how this cancellation was handled. The ports were closed at least 2 days prior to departure, Harvey was upgraded to a CAT 4 and yet the cruise was never canceled. The message simply stated "Do not report to terminal at this time." Thus causing passengers to drive/ fly to the areas to be impacted by the Hurricane. By the time a cancellation was issued, myself and many other cruisers were left stranded with no way to get home safely. This negligence on behalf of Carnival resulted in many people having to pay out of pocket for food and lodging unexpectedly! This has caused a financial burden on my family as well as many others. Had the cruise been cancelled in a timely manner many people as well as myself would have been able to immediately catch a flight back home before airports closed or drove back home before interstates flooded resulting in people being stranded in an area where food/ gas sources were limited. I am asking that you reimburse my lodging fees of $545.00 due to your delay in canceling the cruise. I greatly appreciate your timely response to this matter.
V/r,
Colleen Love
The complaint has been investigated and resolved to the customer's satisfaction.
We know our success depends on our guests and we treat all reports of guest dissatisfaction very seriously. Please be advised that Hurricane Season is from June to November. We are very seldom affected by these storms. In the event that a storm interferes with a cruise itinerary, we will monitor the situation diligently with the safety of the guests, crew and ship as the highest priority. Due to the unpredictable nature of hurricanes and or tropical storms, any decisions affecting the cruise are generally not made until the departure is within a day or so. In most instances, the storm passes by and no changes are necessary.
Please be assured, the goodwill of our guests is very important to us and we are responsive to any problem that is brought to our attention. While we sincerely appreciate your input, we must respectfully advise that we’re unable to honor your request for special consideration. Though we realize that this maybe a huge disappointment, we hope that you understand that we do encourage our guests to purchase the Vacation Protection Plan for these types of loses. The Vacation Protection will reimburse up to $500 (per participating VPP guest) in travel delay expenses for guests missing the departure of their ship or their return flight/ bus/train home as a result of delays due to a natural disaster. Reimbursable expenses include meals, hotel accommodations and additional airfare to join the ship at the next port of call or to return home using alternate arrangements, as well as the value of any days missed on the cruise.
It is regretful that you received such a poor impression and we hope you will purchase the Vacation Protection Plan in the future.
Kind Regards,
Vernisha R.
Carnival Cruise Line 3655 NW 87th Avenue Miami, FL 33178
Replied
no cancellation for conquest leaving 9/9/17
I feel carnival is being very irresponsible in handling the irma situation. Instead of cancelling the cruise they pushed the date to 9/12/17 for a 4 day cruise instead of 7. How in the world am I supposed to get to the port if if I have to drive through Florida on Monday. Are you kidding me? The state is evacuated and the storm will be in the middle of Florida. You want me to put my life in danger to go to Cozumel for 4 days? I would gladly take the credit but the fact of how carnival is handling the situation tells me all they care about is about the dollars. Never again will I use carnival. You are losing 2 more customers, and I'm sure we are not the only ones. Again, I'm very upset and disappointed with carnival.
Marcos Calzadilla
Booking 7qb5s5
The complaint has been investigated and resolved to the customer's satisfaction.
Please be advised that Hurricane Season is from June to November. We are very seldom affected by these storms. Due to the nature of a cruise vacation, itinerary changes sometimes become necessary for safety, weather or other reasons beyond the control of Carnival. If the itinerary change is for reasons beyond Carnival’s exclusive control, including but not limited to safety, security, weather, strikes, tides, hostilities, civil unrest, port closings, emergency debarkations of guests or crew, late air, sea, car or motor coach departures or arrivals, mechanical breakdowns or problems not known to Carnival, itinerary changes consistent with U.S. State Department travel warnings / advisories or other applicable US or foreign governmental advisories, guests will not be provided any compensation. Guests electing to cancel will be subject to the standard cancellation terms. While we sincerely appreciate your input, we must respectfully advise that we strongly encourage our guests to purchase the Vacation Protection Plan to protect them from these types of loses.
In addition, guests who sail on shortened cruises will receive a pro-rated refund of their cruise fare. Additionally, anyone who pre-purchased our beverage packages will also receive a pro-rated adjustment. These refunds will be to the original form of payment within three weeks. Pre-purchased Carnival Adventures for cancelled ports, as well as any taxes, fees and port expenses will be refunded to your onboard Sail & Sign account. Gratuities will also be adjusted to reflect the shortened duration.
Unless specifically noted above, there is no compensation for itinerary modifications for cruises that maintained the same duration. Guests, who decide to cancel because their cruise duration has changed, will receive a future cruise credit in the amount paid.
Marcos, it is regretful that you received such a poor impression and we hope you will allow us the opportunity to regain your patronage.
Kind Regards,
Vernisha R.
Carnival Cruise Line 3655 NW 87th Avenue Miami, FL 33178
Carnival Cruise Lines Reviews 0
About Carnival Cruise Lines
One of the things that sets Carnival Cruise Lines apart from other cruise lines is its commitment to providing a fun and exciting atmosphere onboard its ships. From the moment passengers step onboard, they are greeted with a festive and lively atmosphere that is designed to help them relax, unwind, and have a great time. Whether it's enjoying a delicious meal at one of the ship's many restaurants, taking part in a variety of onboard activities and entertainment options, or simply lounging by the pool and soaking up the sun, there is always something fun and exciting to do on a Carnival Cruise.
In addition to its onboard amenities and activities, Carnival Cruise Lines also offers a wide range of shore excursions that allow passengers to explore the ports of call on their itinerary. Whether it's snorkeling in the crystal-clear waters of the Caribbean, exploring ancient ruins in Mexico, or taking a scenic tour of the Alaskan wilderness, there is something for everyone on a Carnival Cruise.
Another thing that sets Carnival Cruise Lines apart from other cruise lines is its commitment to providing exceptional customer service. From the moment passengers book their cruise to the moment they disembark, they are treated with the utmost care and attention by the ship's crew. Whether it's helping passengers plan their itinerary, providing assistance with onboard activities and amenities, or simply ensuring that their stay is as comfortable and enjoyable as possible, the crew of Carnival Cruise Lines is dedicated to providing the highest level of customer service possible.
Overall, Carnival Cruise Lines is an exceptional cruise line that offers a wide range of exciting and memorable vacation experiences to travelers of all ages. With its commitment to providing a fun and exciting atmosphere onboard its ships, its wide range of onboard amenities and activities, and its exceptional customer service, it's no wonder that Carnival Cruise Lines is one of the most popular cruise lines in the world.
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2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.
3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you encountered with Carnival Cruise Lines. Make it clear and specific to the problem, such as "Unresolved Billing Issue on Carnival Cruise" or "Poor Customer Service on Carnival Vista."
4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Include key areas such as:
- The specific cruise ship and date of your voyage.
- Any issues with booking, boarding, accommodations, staff behavior, amenities, or excursions.
- Describe the nature of the problem, including any discomfort or inconvenience caused.
- Detail any transactions related to your complaint, including booking numbers, dates, and amounts paid.
- Explain the steps you took to resolve the issue with Carnival Cruise Lines and their response or lack thereof.
- Discuss the personal impact, such as stress, financial loss, or ruined vacation plans.
5. Attaching supporting documents: Attach any relevant documents such as receipts, emails, or photos that support your complaint. Do not include sensitive personal information like social security numbers or credit card details.
6. Filing optional fields: Use the 'Claimed Loss' field to state any financial losses you incurred as a result of the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Carnival Cruise Lines, whether it's a refund, an apology, or another form of compensation.
7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that your description is coherent and all relevant details have been included to support your case.
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Overview of Carnival Cruise Lines complaint handling
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Carnival Cruise Lines Contacts
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Carnival Cruise Lines by calling +1 (727) 452-4538 phone numberMedia Contact
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Carnival Cruise Lines emailsBBBInquiries@carnival.com100%Confidence score: 100%Support
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Carnival Cruise Lines address3655 NW 87th Avenue, Miami, Florida, 33178, United States
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Carnival Cruise Lines social media
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Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreDec 21, 2024 - View all Carnival Cruise Lines contacts
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