Carnival Cruise Lines
Reviews and Complaints

We purchased 10 pictures and the USB drive for those pictures. When we got home we only had 9 of the pictures that we purchased the copyright for. The other was a picture that was not if either one of us. While we know the people in the picture because they were in the group we were traveling with, we did not purchase the picture nor asked for it to be placed on our drive. Of all the pics that could be missing, it was my favorite and I was planning on using it to send to family and friends. Is there anyway to fix this? How could the technician not know that wasn't our photo. They had the originals when they made the USB drive? This really deflates my entire cruise experience. There were some other things that went on on this cruise that I was willing to over look, but this one goes to the very heart of purchasing what I consider high priced photos to have as memories.

My husband and I booked my 50 birthday cruise aboard carnival paradise to Cuba sailing from Tampa on September 7, 2017. We planned to drive from our home in SC but then Irma came and there was no way we could drive 12 hours into Florida with a hurricane approaching and mandatory evacuations happening! But to top it off carnival sailed and so we are not eligible for a refund. We have been on several carnival cruises but never again. Way to go carnival you just lost two of your loyal cruisers.
Martin and mikala steele

MY trip was book to sail September 7 only to Cuba and no other port. Unfortunately the state of Florida declared a state of emergency because the massive hurricane was a category 5 during the day of the sail. Under no circumstances Carnival made a decision to cancel the cruise. Therefore, I had to drive to Tampa Fl, three in a half hour drive one way to find out that they still plan to sail but had an option to get a future cruise credit. Many customers flew from other areas and wasted their money when the airlines where giving their customers a full refund. Their anticipated sail might be going to Mexico but they where waiting for the Miami port to give clearance. I paid an extra premium to see Cuba not Mexico. I get to the port to see this was the only ship at the port. Needless to say all other cruise lines cancel their sail and shipped their vessels to a safety port. I received a letter from their customer service agents that I have an option to receive a future cruise line credit. Or if I sail to Mexico, Cozumel I will receive a 25% future discount on my next cruise. I am a gold member with Carnival and not happy with what they just did. I also parked and paid $60.00 in their parking lot. So I am out of money as follow: paid for a cruise, parking, gas and time to drive for nothing. I want to be compensated fully and not have a future cruise with Carnival as I am a disgruntled customer for what Carnival did. my services will for now on be with Royal as they gave the customer 100 refund and made a decision prior.

We were booked to go on a wonderful cruise to Cuba on the Carnival ship Paradise out of Tampa, FL to Cuba on September 7, 2017. As Hurricane Irma was due to go right over the island the days we were scheduled to be there, we were sure they would change the itinerary and go somewhere else. But Carnival, who closed their offices (as the phone message said for the safety of their employees) was still headstrong on going to Cuba. So we went to the port to see if any common sense or empathy for human life would prevail. At first, we were told the ship would go somewhere else verbally, then we received a letter, at the port, stating a new destination could be Cozumel and that if we waited another hour until 3 PM, when the itinerary was confirm, if we wanted to cancel we would receive a full credit towards a future cruise.

At about 3:20 we were told the ship would leave for Cuba. When asked about the hurricane and many people saying they would not be able to go to Cuba, we were told they would definitely be going to Cuba and as the itinerary had not changed, there would be no refunds, leaving people feeling trapped to get onto the ship. Many people were from out of state and worse, like us, some were from south Florida, so while Carnival had us out partying (and their employees safely evacuated - well at least they care about somebody) we had to leave our homes, family, pets, etc. and just get on the ship or lose our money. I am sure there is a way to keep the ship out of the hurricane path, but there is no way to have it go to an island being hit by a category 5 hurricane and ensure that we totally safe, or have any as semblance of a vacation - but hey, then they could ensure no one cancelled with a refund, right!

We had a woman come out and take our names and had us sign a make shift paper saying we were cancelling. The next day we called Carnival to ensure the cancellation had been put in and found out it had not. The customer service rep we talked to was very nice and while she ensured us we would have been safe on the boat, admitted she had no response and what we would come back to would likely be devastation.

While I am sure there is somewhere in 4 point type that Carnival can do all they have, it certainly didn’t make me feel like they understood what the hospitality industry is supposed to be about….their guests.

My wife and I are Unable to get to the Port due to MANDATORY evacuation of flordia, our hotel has been refunded due to evacuation, our flight has been cancelled due to EVACUATION... yet we are still unable to be refunded since Carnival believes we can magically make it to the port?!? Florida is in the worst gas shortage to this date, so how are we suppose to make it to south side of a state that's being hit by a category 5 hurricane. I cannot use a cruise credit for a later date as I am in the Military and leave is not easy to come by, and my wife is a full time student. On top of all that I'm being told I could go to some place iv never heard of nor have 0 interest in visiting if I could magically get to the port. I booked my cruise on the sole factor of visiting Cozumel and now that I'm unable to make it to the port due to a natural disaster, I'm out $1200. PLEASE, I have spent all my extra money on this trip as a anniversary gift for my wife and I, and I'm now forced to tell her that we have no trip to go on.

I am currently booked on the Carnival Magic that was to leave out of Port Canaveral on September 9 for a 7 day western Caribbean cruise, but will not be able to leave because of Hurricane Irma. We have been offered to cancel for a cruise credit or to go on a 3 day Nassau cruise leaving on the 13th and get a pro-rated refund. Nassau has no comparison to the cruise I was booked on, plus it still may not be able to go out due to port conditions. I live in Southeast GA and the Hurricane is projected to hit us late Monday. I will be taking care of my place rather than trying to get packed for a cruise to a destination that I don't care to go back to. There is also the problem already that all service stations even in my town are completely out of gas. There are a lot of people really upset that Carnival is not giving the passengers the option for a full refund at this point, including myself. I think this is poor customer satisfaction on the part of Carnival Cruise Lines. I think we should be given the opportunity now to cancel the reservations for a full refund. If you don't, you will have a lot of dedicated cruisers switch cruise lines and I don't think this is something you want to happen. Please give this your immediate attention.

My name is Natalla Mitchell, On Monday Sep 4, 2017 I was denied access to board my cruise. My husband, my daughter and I arrived around 12 noon, we arrived early so that we might have time to explore the ship and enjoy lunch before the ship set sails.We were invited on this cruise by our church, we were suppose to meet up with our church members. But even before we could get past the entrance I was told I did not have a government issued Id and that a student id, social security card, medical card, etc... would not be able to identity I was who I said I was. We made it clear that on my naturalization certificate had a valid and recognizable picture of me to identify who I was. I was told that it only proved that I was a u.s citizen nothing more. We spoke to several supervisors which some said that yes it was enough to board they have let others board on different occasions with just a naturalization certificate, but we provided more than just that. Then other supervisors said that it wasn't allowed because u.s customs would not accept it. We never even got a chance to talk to u.s customs to clarify if the documents we had were OK. We were then told that we can go to the dmv and get a copy of my id but unfortunately the dmv was closed due to a holiday(labor day). There was a lot of back and forth, we were being told to wait and wait, time was running out it has already been 3 hours since we had arrived. I had let them know i lost my ID some time back that is why i brought other forms of identification. So they finally said as long as I can just get a photo sent to my phone of a copy of my id, or a copy of my id that would it would be enough. And that just to be safe be back by the ship 15 mins before 5pm. We were exhausted and starving we haven't eaten since the morning, our daughter was really upset. We just wanted to get on the ship and be able to enjoy the trip.

At This point we were frantically calling everyone we knew, i called my boss to see if she can send me a picture of my id because i know she has it on file, that didn't get us anywhere. We even called family and friends for a ride even knowing it was extremely inconvenient to and from were we live so that we can go home just to look for a copy of my id that might not even be there, we were taking a chance on anything we can do. This was a vacation we planned for since the beginning of the year. It wasn't that we didn't want to go but it was because of not having a proper form of identification that I was denied access. We weighed our options at this point hurt knowing that we might not be able to go on our cruise. The stress of trying to find a ride loading and unloading our bags again so we can go home and get back on time. And through the drive, We were trying to keep our head up so that even if it was really difficult decision to make, we called carnival to see if we can book the trip for a different day. It was very upsetting being told about how much the penalty fees would be, Yes we already knew about the fees but we didn't expect it to be so high. How are we suppose to reschedule a different cruise when we can no longer afford it. It was to much and that even if we chose to reschedule our trip we have to pay the difference for the second cruise, and added with the penalty fees we just cant afford it. We kept asking for our other options, We kept calling we even asked was it possible just dock at Catalina island once i already obtained my Id so that we can be able to board the ship, we were willing to wait for a day and to pay for tickets for the Catalina express. But they said the only way we can board is that if we took a plane to Ensenada and dock from the port there. We already exhausted all of our funds just to go on this cruise. It was disappointment after disappointment. We asked everyone what we can do, who can help us and there has to be some way to be able to board the ship that day. We even talked to the porters who suggested that we go to the captains lounge and see if we can talk to a higher up to allow us to be able to board. After being picked up and finding a copy of my id that was on a learners permit, We take it back to the entrance of the port we find out they couldn't accept it because my Id has been expired for a month. And they told us at this point they can not accept any of the things we brought it wasn't good enough to be allowed access to the ship. The decision was made that we would not be able to board the ship without once speaking to customs ourselves. We were extremely upset it seem so unreal that this can be happening. We were told to take a seat in the captains lounge while we waited for papers to sign saying we refused to board the ship and they went to collect the rest of our luggage that we had checked in.

We are both college students with a 2 year daughter and we only make minimum wage of $10.50/hr. We only spent our money to take care of the cost for our living expenses and necessity for school. We penny pinched for months and denied ourselves things that we absolutely did not need and can hold off on just a little bit longer on, just so we can slowly but surely pay for this trip. Just typing the frustration and hard work we put into this trip is making me tear up, what we had to go through was heart breaking and traumatizing. We don't even know how long till we can both ask for sometime of work again and the fact we were trying to go through this trip before the school year started for our daughter. This was suppose to be the honeymoon my husband and i never had, the birthday celebration for my daughters up coming birthday, because after this trip we can no longer afford anything else. It was suppose to be all worth it in the end and even with the end of the year coming up, my family and i were suppose to look back at all of the memories and the good time we were suppose to have had on our trip that we were denied access to.

We have been trying to reach someone anyone from carnival who is willing to sympathize with us. We looked over the documents that carnival has asked us to sign stating for the reason why we couldn't board. We checked the U.S customs page and they said that the documents we had should have been more then enough to show proof of identification. We are not asking for a hand out we are asking that we are given the opportunity to take the trip we paid for and have been looking forward to all year. I'm asking for a chance to be able to go on a second trip . Whether its for a redo, on board credit and even if possible we are asking to only pay for the penalty for me not being able to board because of insufficient documents. I don't think it is fair that my Husband and daughter has to pay the penalty fees because this was suppose to be a family trip, they were cleared to board but my family couldn't leave without me. We want to be able to use that refund to be able to book another trip, this was suppose to be our first cruise and we really don't want to associate this one bad experience and assume carnival is just not good vacation option for us. we are more then willing to give it a second shot.

X Thank you for taking your time to read troubles and any help would be greatly appreciated

We live in Arizona are were scheduled to fly to Miami on September 8th to catch a Carnival Vista cruise leaving on September 9th. Due to Hurricane Irma our American Airlines flight to Miami has been cancelled and the hotel has refunded our money and there is no way we can get to Miami or should be going to Miami when the storm is hitting this area Friday to Sunday. The Governor of Florida is closing and evacuating everyone and the Mayor of Miami is asking guests to not come there or leave before the storm, as well as all the port stops we were going to make have been leveled by this Level 5 Hurricane. We had two cabins reserved for our family and our Booking Numbers are; 9Q5SG9 and 9Q5WJ6. We are sad that this is happening, but as noted will not attend this cruise as it should already have been cancelled as other lines like Royal Caribbean and Norwegian have already done.
We request a refund four our four (4) cruise fairs in full and do not want credit for a future cruise as we do not have the time in the next 2 years to take another cruise. Also we feel that the handling of this situation by Carnival is extremely negligent and not customer service oriented making everyone wait to the very last minute to make a decision that should have been made days ago. We have cruised many times on Carnival but the way this situation has been handled will make us strongly re-evaluate our decisions to cruise with them in the future.

I am writing to express my disappointment with Carnival to sail out of Tampa on Thursday September 7 as scheduled. We were to fly out of New Hampshire at 6:00 am on Thursday morning. We had a reservation on that cruise and decided to cancel at 8:00pm on Wednesday evening after watching all the latest from Florida Governor Rick Scott and the weather channel. I did try to get a future cruise credit to no avail. Your company still expected me to fly into a state where the Governor had declared a State of Emergency. Where was the common sense in that decision that Gov. Scott was asking everyone to use. I called the Carnival line several times on Wednesday trying to get someone to listen and help us so we wouldn't be flying into a disaster. The reply was always, the ship is still sailing so there is nothing we can do. However, the Floridians are boarding up their homes and businesses statewide and preparing for the worst and Carnival is going to take a thousand people out to sea and hope for the best when they return. I did get an email from Carnival stating that we are watching Irma which is a Category 5 hurricane and are still sailing and will decide at embarkation whether or not we go to Havana. Cuba was also preparing to be hit by the hurricane and they were cleaning out stores and preparing as well. What kind of visit are you expecting people to have? Going to Cuba was the reason we booked this cruise. Wednesday was a very stressful day leading up to finally making a wise and common sense decision not to take our vacation. I did purchase the vacation insurance, however, now begins the stressful task of filing paperwork and communication back and forth to get reimbursed in order to re-book on another cruise. The insurance company tells me I may only get 75% of my funds. Even if the worst never happens, and I hope it doesn't, I feel Carnival has caused my husband and I to wonder if they really do make the safety of their guests a real concern. You could have given the option for a cruise credit to people who were flying in or were calling in to cancel and then offered those rooms to Floridians who had to evacuate and leave their homes. With utter disappointment, thank you for your attention to this communication.

Claire Barclay

Booked a cruise to Cuba on Carnival Paradise to leave on Thursday Sept 7 and return on Monday Sept 11, 2017. There are travel alerts everywhere including the US State Dept warning against travel to Cuba at this time. Carnival won't cancel! They said (as of Thurs a.m. at 4:30, the cruise is still on). Most likely it means we won't go to Cuba, but simply sail around for a few days only to worry if any Florida airports will still be standing to get us home on September 11. THIS IS WRONG! This is deceitful. They're playing along like everything is a go so they don't have to refund any monies! BAD BUSINESS!

I am so very very very upset with the way Carnival is handling the Sensation cruise which is ready to sail tomorrow 9/7/17. We would have to be on a plane at 8am not knowing what will happen in Miami. Hurricane Irma is the worst hurricane in history to hit Florida/Caribbean/Puerto Rico and it is all over the news not to go there and our cruise is set to leave from Miami, supposed to be the worst hit. I was pushed to make the decision to cancel right now for our safety. I had a serious car accident and suffered a very bad head concussion and still have post concussion syndrome. I was looking forward to a getaway after all I've been through and a break from multiple doctors appts I have weekly. My brain has been on overload ever since this hurricane Irma came about. I'm truly sick over this! I have been falling over numerous times a day from poor balance related to my concussion syndrome after the thought of me being on a cruise ship during a hurricane. I have vertigo, headaches, poor balance- falling over daily, dizziness, eye issues and so on. The worst possible place for me right now would be on that cruise knowing the waters will be rocky and the uncertainty that lies ahead. Norwegian and Royal Caribbean made the smart decision in advance to cancel cruises. However Carnival has not and say they will spend more time in Cozumel. That just blows my mind... that just adds so much pressure on me. Me and my husband are VIFP Club members - #[protected] and [protected]. We have been cruising on Carnival numerous times... with our boys and friends as well. We always enjoyed Carnival but this has put such sour thoughts in our head regarding this. Carnival should have given us our money back. We do not live in Miami as we are from NY. Therefore we would have to fly there and not sure we would even be able to come back on Monday with the hurricane hitting Miami. This is crazy! We cannot take the chance and risk our lives with this. It is totally unfair that Carnival would make us have to make the decision to cancel and lose $448 on top of it. I'm not working now as I lost my job due to the serious car accident. I would truly appreciate getting a refund of the $448 we lost due to cancelling. We asked the woman at Carnival before cancelling what happens if we can't get back to Miami on Monday or get there and airport is closed... she said she didn't know. Maybe they would keep us at sea she said. My husband works and does not have any more time to take off. My boys were so concerned about us going. They were frantic about us being in the ocean with 165-180 mile and hour winds in the middle of a category 5 hurricane - worst in history. I would appreciate hearing back from Carnival regarding this credit of $448 at your earliest convenience. Very Sad Here - Thank you.

Please contact me at [protected]@verizon.net
[protected]

This is in reference to missed cruises, booking numbers 2wb3g4 (Reginald SWIFT) and smb2n3(Carlisha Lewis and Denise Bell) MY husband and my nieces were scheduled to cruise on Sept 4th thru 9th to Ocho Rio, it was 8 family members scheduled on this cruise, because of unusual heavy traffic from home to airport, we missed our first flight at 7:35 a.m., we were all put on standby, 1st one at 10:30am, two of us were given ok to board, remaining five were put on standby again for 10:45 connecting flight, 2 were allowed to board. The remaining three were put on standbys for the 12:30 flights, but There were no availability, they were again placed on standby for 1:30, which would have gotten them into Fla airport at 3:30, which would have gotten them too late to catch boat, they waited still hoping for a miracle, but there were no vacancy still, at that point they realized it was hopeless. My nieces were so hurt and disappointed they actually cried, my husband was also disappointed cause we planned this cruise for a second honeymoon. If there's any chance of rescheduling at a later date, and the three that missed are allowed to recover their full costs would be a Blessing. It has been a very lonely experience for me having to spend my honeymoon alone. We want to reschedule for May or June next year. Thanks in advance for any help given

Our home and business has been devastated by Harvey. We were scheduled to take a cruise in Nov. #6RT4R4. But had to cancel because we don't know how long this will take to recover. We are asking that the $500 dollar penalty be waived as we can use that to help rebuild. We were so looking forward to the cruise and do plan to reschedule as soon as is possible. But right now all our efforts, thoughts and time are focused on recovering from this. Any assistance you can give us in this matter will be greatly appreciated. Thank you
Dale and Patricia Waters
#6RT4R4

My name is Anne Mignano (booking numbers 5RW7G7 and 5RW6H1). On August 27, 2017 my husband Frank, my sister-in-law, Marlene, and my five children were supposed to be embarking on the Carnival Breeze out of the Port of Galveston. I am writing this letter to express how deeply disappointed we are with Carnival Cruise Lines. We understand that, Hurricane Harvey, one of the largest natural disasters in the last decade is no fault of Carnival Cruise Lines.  However, the way Carnival handled their customers, who travelled from hundreds of miles away to board what was expected to be a fun vacation was completely immoral and frankly disgusting.
 
We have been planning this vacation since January 2017; my husband took the week off without pay and our children were taken out of school. I decided that it was important to finally make some fun family memories since the last couple years have been especially hard on us. This family has been plagued with layoffs and multiple cross-country moves.  Since my husband finally acquired a stable job, I decided our family needed, and more than anything, deserved a fun family vacation. Months were spent researching the fun things we were going to do and the delicious food we were going to eat once aboard the Carnival Breeze. I have been a loyal customer to Carnival for more than 25 years. I have cruised with Carnival during multiple hurricanes—Hurricane Andrew in 1992 being the most devastating. Throughout my numerous cruises, I have never been so appalled with the complete lack of respect shown by Carnival these past couple of weeks.
 
Due to the fact that we had to drive from Phoenix, AZ to Houston (with a short stop in San Antonio to pick up my sister in law who flew in from New York), we planned to leave on Thursday, August 24th. I decided to be proactive and call Carnival since it was a known fact that Hurricane Harvey was headed towards Texas. They informed me that the Breeze would be sailing on Sunday as planned. So, we began our drive. On Friday morning, we received a message notifying us that the Port of Galveston was closed to all marine traffic. However, Carnival insisted that the Breeze was still sailing on Sunday, August 27th as planned. Throughout the weekend,  Carnival continued to say that the Breeze was sailing even if the cruise was shortened and the itinerary modified. Saturday came and went and we were still ecstatic to be boarding the Breeze the following day, as Carnival had convinced us since it had not been cancelled.  
 
Boarding day (Sunday, August 27th) came and we still had not been updated on the status of our cruise. Mind you, there was no way anyone would be getting to the Port of Galveston at this point, with the intensity of the flooding that Hurricane Harvey had caused. But, Carnival still did not cancel our cruise. On Monday, August 28th, ONE DAY after the original sailing date, Carnival decided to cancel.  At that point, it was too late. My family and dozens of other families were stranded in Houston due to flooding because Carnival was unable to be proactive. We acquired hundreds of dollars in hotel bills that were obviously not in our original budget. As soon as I got word that the cruise was cancelled I called guest services and spoke to Kay O. I was told that my call would be expedited and I would be receiving a call from Kay O’s supervisor within 24 to 48 hours. I was told on Monday, August 28th that I would be receiving that call.  I am writing this letter on Sunday, almost a week later and I have yet to receive said phone call.
 
Royal Caribbean, out of respect for their guest, canceled on the morning of Saturday, August 26th, and refunded their guests immediately. Their guests were also given a credit for a future cruise. If Carnival had shown the same respect to their customers as Royal Caribbean did, my family and I would have been able to salvage our family vacation that my husband worked so hard for us to have. We would have been able to avoid being stranded in Houston with no food and limited power and water. Carnival could have done so much more to ensure that guests on the cancelled cruise had a better experience such as: diverted the Breeze to a different port or by booking customers on different cruises free of fines.
 
Carnival has given us 25% off what we booked our cruise for but they have priced gauged their fares so immensely that it would be impossible not to put additional money into a future cruise.. What Carnival has done for money has affected so many families, including my own, and is beyond immoral.
 
What my family and I expect for our hardships is to be contacted within 24 to 48 hours from Carnival and 50% to 75% off a regular fared cruise, not what we paid for.  We also expect our hotel fees to be reimbursed and receipts will be provided on request.

To Whom It May Concern,
This is not a complaint but rather a request. I am a frequent cruiser with Carnival Cruise Lines. I had three cruises booked with Carnival this year, August, November and December. Unfortunately, this summer I fell and had a severe break to the tibia plateau in my leg. I needed to cancel my August and November cruises. I was charged $949 to cancel my August cruise where I had booked a Grand Suite on the Carnival Conquest. My booking number was 6GP2F8. I was told by Carnival that I should submit an email and a letter from my doctor to see if I could get a refund on any of this money. I have attached the doctor's letter to this email.
I also canceled a November cruise on the Vista where I planned to take my two grandchildren. My booking number was 6ZX6L7. I called and was given $225 toward my December cruise on the Glory but lost $150 as I was charged $50 per person on this reservation.
So at this point I am out $1, 099. I am currently booked on the Carnival Glory for a Dec. 30th cruise. That booking number is 5JC4B1. If I am allowed a refund can I have that applied to this cruise?
My VIFP # is [protected] . I assume you have my contact information listed under this number.
Thank you for your consideration with this request. I look forward to hearing from you.

I called on Monday 8/28/17 to inquire about having an on-board credit from a previous cruise applied. I was advised to find my email and call back. On Wednesday 8/30/17 I called back with previous booking # and email. Rep said she couldn't locate the booking. Then she had me read the email to her. She put me on hold for 45 minutes, another rep got online. He said I wasn't transferred I was a new call for him...
So I explained my issue for the 3rd time 3rd rep. He found my booking but said in spite of me having an email, do not see credit. He said please email us a copy of that email. I said ok, email address, he said hold on. He came back saying he needed to call me back with email to send it to. That was 3 days ago. ...4 reps, 1 hour 30 minutes on phone with these 4 reps, a Facebook complaint...and still no resolution to what should be a simple phone call...

Booking number 3HC8Z2, I was on the Carnival Vista, on August 12, 2017. Me and my two boys had a blast on the Carnival Vista, it was amazing. Unfortunately my wife Latoya had to cancel due to pregnancy. We booked the trip a year in advance we didn't expect Latoya to get pregnant. So we had to cancel because Latoya couldn't board the ship. So I'm reaching out to Carnival, asking for a refund or credit towards my future booking with Carnival. P.S... Thank You. I also have proof of the pregnancy, a letter for my wife doctor stating how many weeks my wife is. CARNIVAL u can contact me on my email [protected]@gmail.com.

-----Original Message-----
From: Cunliffe, Karen
Sent: 21 August 2017 09:29
To: '[protected]@carnival.com'
Subject: FW: Complaint for booking ref GG9 H7Q

Hello,

I have picked this issue up from my Parents who are unable to get any further with this frustrating situation which happened when they went on a recent cruise. The booking details and their Platinum passenger number is in the mail below my mother has written.
Getting nowhere with the complaint I feel I have to ask for your help as now my parents who have not mentioned in the details are feeling they can no longer go on another cruise due to the upset and emotional issues this has caused.

I look forward to your reply,

Karen Cunliffe

-----Original Message-----
From: Maureen Cunliffe [mailto:[protected]@outlook.com]
Sent: 18 August 2017 14:46
To: Cunliffe, Karen
Subject: Complaint for booking ref GG9 H7Q

Cruise on Royal Princess 1720A, 14 days Europe Odyssey, GG9 7HQ Ist July 17 Civitavecchia to 15th July, Athens. Stateroom D223, Membership no [protected]/[protected].

Dear Sir,

After many happy cruises with Princess, I am very disappointed to be formally complaining about the service you have provided on our recent cruise (details above). We had not seen our luggage since 1st July at Manchester airport, when it was loaded onto the flight booked through Princess. We have therefore endured a miserable 2 week cruise with no luggage and the constant stress and uncertainty of trying to resolve the situation. We managed and 'made do' with no clothing, footwear, make up etc as we were continually told that our cases were en route. Not only did this significantly detract from our enjoyment of our holiday, we had been home for 2 weeks when our damaged cases were returned to us. We are a couple in our seventies and we feel badly let down by Princess.

The key facts are as follows:

- Flight from Manchester to Charles de Gaulle Aitport, Paris.
- No seats on Alitalia flight 319 to Rome. (Booked through Princess)
- Plane is full, luggage goes without us.
- We fly on Air France flight AF 1104 in afternoon to Rome.
- Arrive too late to queue at Lost Luggage to get a Property Irregularity Report. Rep says we must report missing cases on Ship. We only just make the sailing time.
- We report the missing cases on Royal Princess.
- Supervisors obtain luggage storage numbers in Rome Airport Lost Luggage Dept, but cases are not released to Ships Agent as we do not have a PIR file no. Rome want us to collect the luggage in person.
- Two weeks of working with Front Desk Supervisors, who get the cases collected by Rome Agent at end of Cruise.
- Cases are in Rome office of ITC InterTrav Corp Italia.
- The Rome Agent sends a damage report.
- We receive our cases on 1st August, one month later,

My husband and I returned from our cruise on the Carnival Splendor, Sunday, August 27, 2017, to Port Everglades, FL. I must say we had been looking forward to the cruise as a 40th anniversary gift to each other so I guess our expectations were higher than a yearly vacation.
The Splendor Ship seems to have seen better times and I believe the Captain is responsible. He is the Captain.
Metal needs polishing and cleaning, walls need to be washed down. Side rails in hallways need cleaning, staircases in some areas have weak hand rails. Main deck area smells of mold. Doors in ladies rooms are starting to fall off and some are difficult to use.
I don't know why the food at the buffet was Caribbean for 3 or 4 of the 7 days. If the menu says American and all of it is Caribbean again - well it gets old quickly. The buffet was truly lame and I agree with someone else that it was more like the Golden Corral than a Carnival Cruise Ship's buffet. The floor in the buffet area is also very dangerous and a major trip factor where the ship's flooring goes from tile to carpet with a metal strip in between. The area with the carpet has dipped and is extremely dangerous - I have bad knees and stumbled causing me more pain and having to wear my knee braces the rest of the cruise. The worst thing is that the Cruise ship is aware of the problem since they kept putting a Yellow cone near the spot, Once again - the Captain is responsible. The main dining room was nice and I was impressed with the staff learning our names. That made a nice touch. I did get sick and spent a couple of days in bed but I don't know if it was from the food or the runny nosed children wiping their hands everywhere.
Now- the biggest problem. Lack of parental controls. I realize it isn't the cruise lines responsibility to control the children on board but...when you take the money for the children and their parents to be on board you take on the responsibility for their safety - you are also responsible for keeping my family safe. I think you failed in that manner. IT was impossible to get on an elevator without kids running over you to get in too. Once inside they started rough housing and frequently used language that was very offensive. They ran all over the ship. The pools were overwhelmed with undisciplined monsters and even the areas for adults only had children. These kids were not teens, these were younger children that were allowed to run wild on the ship. As I stated earlier, the parents were responsible but Carnival should have stepped in when they realized the parents were going to let the children go wild. My largest fear was that one of those horrible children were going to get hurt or maybe molested. With as many people that were on board and the children running all over no one would have known if a child was with a Stranger or not.
These children ran up and down the hallways on all decks and they ran up and down at all hours, I can deal with children and interacted with some - the ones that were kids being kids. I couldn't bring myself to interact with the foul mouthed obnoxious monsters.
I want to thank all the Splendor staff at the breakfast dining area; Roberto who made certain we always had ice and a clean room, Brendon for helping with a shopping trip (or 2), and the hostesses in the Black and Golden Pearl.

Date: august 28, 2017
Time of incident: approximately 10:20pm
Boat: carnival dream
Vifp club #: [protected]

On the above date and time, as I ordered a few drinks for myself and my brother in law, I was asked for my sign & sale card by the bartender david, in the casino bar. After presenting him the card, he rudely asked "is this your card?". Caught off guard, I said yes, and asked if there was a problem? He said he wanted to make sure that that I was the owner of the card. At this time, because I did have a hat on, I removed my hat, while at the same time, other patrons were asking "are you serious?" (Towards the bartender david.) he (David) then acknowledged my card and gave my drinks. I left the bar, but was bothered by the incident, and quickly returned to ask for a manager.

I spoke to savio, the bar manager, who made the situation worse by asking me what happened, and then asked for my card a second time making me feel even more like a victim!

No apologies were given at any time by either employee as to how I was treated. I've taken many carnival cruises before, but have never experienced this type of service! Being there with my wife, and family members, this was an embarrassing moment that ruined what was a beautiful night.

The only person that made me feel like they were genuinely concerned, was nasir, the assistant operations manager. Who promptly apologized for the service I received, and said he would talk to david the bartender.

My wife and I are gold members of carnival, and have had nothing but great moments with your company. We will not let a few employees lack of customer service, put a damper on our views of carnival. However, we feel that it is important that incidents like this are addressed, as people that pay their hard earned money to come and relax in an atmosphere that is welcoming, aren't subject to this unfair treatment.

Respectfully,

Reginald martin

1 evergreen place
Hampton, va. 23666

Email: reginald. [protected]@hotmail.com
Cell: [protected]