Menu
For Business Write a review File a complaint
Carnival Cruise Lines Customer Service Phone, Email, Contacts

Carnival Cruise Lines
Reviews and Complaints

www.carnival.com

Learn how the rating is calculated

4.0 14 Reviews 1281 Complaints
Claimed
Carnival Cruise Lines has claimed their business profile
Write a review File a complaint

Carnival Cruise Lines Complaints 1281

ComplaintsBoard
E
9:15 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines rudeness and shady issues

I am highly disappointed with Carnival. My wife and I went on our honeymoon on the fantasy. There were a few very disrespectful employees on ship. The rudest one was a woman from Romania named Bilana or Biliana. She had no problem cashing me out at the casino but failed to state that using your own money to get quarters was forbidden. I did it twice for my wife and noticed that my card became deactivated. She had an attitude and stated it was a rule. She stated that I would be completely denied access for the rest of the cruise if I did it again and did so in a very aggressive manner. She also mentioned that they were the direct words from her manager who never showed their face. I asked her where the rule was and she stated that it wasn’t written and walked away from me. I felt that if I was spending money on your ship, I should have at least been informed. We also repeatedly checked our balance at guest services each day. Our last check was the night before we disembarked from the cruise. Out of $500, the ship held $100. Out of the $400 to spend, we spent $388 and went to bed. We awoke to a paper under our door saying "FINAL NOTICE". When we opened it up, it stated that we spent $644 on the cruise ship rather than $388. It was amazing to see how even after checking repeatedly with guest services, our bill could almost double on the last night when we did not really do anything. The employees became very mysterious and would only give us one or two word answers. The manager was "unavailable" but the girl would come from the back and say that her manager stated that there was nothing he could do and we had to pay right then and there. We were treated like dirt at the end and regret going on Carnival for our Honeymoon.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
D
9:57 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines carnival suite upgrade, not sweet...

I’m filing a complaint regarding the room promised to us by a carnival rep several days prior to the cruise, We were promised by upgrading from a regular suite to a grand suite for $400 charge it would have the same amenities only larger size. We were quite disappointed to find out after we boarded that it was a stripped down and set-up for handicapped with many amenities removed. We complained the 1st day to the ship guest services. They told us the ship was full and there was nothing they could do. We got lucky and in the middle of the cruise someone got off the ship and we were able to move to a regular suite, Carnival refuses to give us a reimbursement for $400, We did get $200 ship credit but we lost 1 day of our vacation complaining and changing rooms. I would like the other $200 back since the merchandise that was promised was not as described. We felt like we were lied to and sold something we didn't want. On top of it my wife is going in for surgery in a few weeks and the handicap room didn’t make her feel comfortable,

Read full review of Carnival Cruise Lines and 2 comments
View 0 more photos
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
S
S
switzer29
Grimes, US
Mar 17, 2012 7:14 pm EDT

um that is the largest bathroom i have ever seen on a cruise ship--i am jealous

R
R
Really?
San Diego, US
Jan 24, 2012 4:18 am EST

I had to laugh when you said that you wasted a day complaining. Who's fault is that? Too funny.

ComplaintsBoard
M
6:51 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Carnival Cruise Lines deception/stolen camera

We sailed on the Carnival Sensation on January 1st, 2012. We are constant cruisers and had avoided Carnival due to bad reviews, however we decided to give them a try. We were traveling with our extended family and chose Carnival because they said they would allow our grandson (5 months away from the age cutoff) to be with his sister in the 9-11 kids club. Once there, they refused and the Kids Director was extremely rude. He was put in a large group of 2-8 year olds with only 2 staff members watching them. Needless to say, he never returned. In addition, when entering Nassau, the boat collided with THE DOCK. This caused a lot of damage to the dock and we were concerned about the boat. No announcements or explanations were made at any time from any one in charge. Many people were concerned, but no information was forthcoming. Finally, my camera was stolen off the deck somehow while I was there. Customer service was "very sorry" but did nothing about it. There is very little kid friendly activities unless they are in the kids club. Even many of the "family friendly" events were anything but. While bad things can happen on any cruise, I don't think that rudeness by staff and a complete lack of any type of helpfulness is something any cruiser should have to deal with. Personally, I will return to Royal Caribbean and never book another Carnival cruise.

Read full review of Carnival Cruise Lines
Hide full review
ComplaintsBoard
R
6:11 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines poor dining experience

My wife and I went aboard the Carnival Splendor Dec 24th - Jan 1st, 2012 for the Holidays. We had to share our table with strangers at the golden pearl restaurant dinners which was aweful. Moreover, we complained to hostess Joanna & manager Gariel who were neither sympathetic nor helpful. Very dissapointing! We will tell our friends to think twice about Carnival cruises because of this.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
M
6:37 pm EST

Carnival Cruise Lines no compassion at all

I have a simple request.

We have booked 2 cabins on Carnival Liberty on Dec. 24th. Our sister is in the hospital and she is dying. She can die anytime and we sail in 10 days.

Try imagining having fun when you just buried your sister.

We would like to postpone the cruise until next year, but booking policy... not a chance

Read full review of Carnival Cruise Lines
Hide full review
ComplaintsBoard
B
7:12 pm EDT

Carnival Cruise Lines takes money and ruins 25th wedding anniversary

Booked 4 day cruise on carnival cruise lines july 2009 scheduled for december 2009 as 25th wedding anniversary getaway. Prepaid for a shore excursion in Freeport in october. Left on cruise as scheduled and took shore excursion as scheduled on monday in freeport bahamas. The cruise so far had been ok. Not as good as one we had previously taken as the service was definitely not up to par. On Tuesday upon arriving in Nassau, Bahamas, I attempted to withdraw funds from the ATM to take with us onshore to purchase souveniers and ride the bus to the beach. The ATM receipt advised that I had no funds available. I called the bank from my cell phone ($13.00) and was told that the funds I should have had available had been placed on hold by carnival cruises. I spoke with the customer service desk and was told that I had been billed for a shore excursion. I told them that the shore excursion had been paid for back in October. She told me that she knew that but they had to put through another charge in order for the tickets to be printed out. She apologized and said that the money had been returned to my sail and sign account and that I could use that to purchase whatever I wanted on the ship. I asked her to return the funds to my debit account so that I could get cash and she advised that she was sorry but any unused funds would be returned to the account after the completion of the cruise. I advised her that this was unacceptable because I needed cash in order to go ashore. Her response was that there was nothing she could do. We spent the day on the ship doing absolutely nothing worthwile, seeing Naussau Bahamas from the dock only. Some 25th wedding anniversary this turned out to be. We contacted ship management the day of debarkation and requested half of the cruise amount refunded or another cruise to this destination as recompense. We were issued a complaint number and told to call. We called the day after we returned home. Our funds had been returned to our account minus the $88 gratuity. We objected to that as the service was lousy and it was refunded but were told that while they were very sorry that this had happened, there was no way we would receive any further refund or cruise. They advised they had the right to hold funds at their discretion based on the spending exhibited on the cruise. We spent $8.99 on a picture the first day in Freeport which was applied to the sail and sign card. Carnival regularly puts a $50 hold on your card when you board then up to $200 per person while you are on board. I knew that and I knew that they would also charge me $11 per day per person for gratuities. The money they held was in addition to all of this that I had in the account already available for their holds. The money they held was for a service that had already been paid in full 2 months before the actual sailing. All I wanted was to be able to see Nassau up close and personal and their unnecessary hold on my available funds left me stranded with no cash and nowhere to go except their boat. We have since heard from them again as they again advised us that we would not received anything more from them regarding our complaint. We asked them not to send any additional cruise information via email or regular mail and no more phone calls from their agents and even this went unheeded as we recently received a flyer asking us when we were going to sail with them again. When the agent called again I asked him why he thought we should choose carnival after our experience. He told me I should have cashed a check at the service counter on the ship so that I could have had cash. Do you think anyone ever even offered this during any one of the 5 trips to the service desk? NO! Unbelievable.

Read full review of Carnival Cruise Lines and 2 comments
Hide full review
2 comments
Add a comment
C
C
CheckingOutCompany
Plano, US
Dec 03, 2011 2:00 am EST
Verified customer This complaint was posted by a verified customer. Learn more

It is always a good idea to use a credit card when paying for travel. That way, if something goes wrong, then you can always go back to the credit card issuer and request a refund. In many cases they are able to arbitrate the issue with the cruise line which can be very helpful.

S
S
Stopthebs
Philadelphia, US
Nov 06, 2011 2:52 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Get a credit card. It is better to use someone else's money instead of your own, plus, you have more protection with a credit card. If you pay the balance off in full at the end of the month, then you'll have no problems. Using a debt card is like handing someone your checkbook.

ComplaintsBoard
J
9:47 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines personal items stolen

When i board the ship i put my things in my stateroom and went to have fun. The next day when we getting off the ship in the bahamas i got ready to get off and i went to get my items; georgia id, birth certificate, 400.00 in cash, and my boarding pass, it was gone. And when i went to tell the ship security what they so called did i was not pleased what they call them self doing they just said it was nothing that they could they sent me home wit nothing i had to get home the best way i can cause that was the only money i had, i could not even pay for the parking at the port.

Read full review of Carnival Cruise Lines and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
K
K
kamari937
Cincinnati, US
Sep 12, 2011 4:30 am EDT

Thats weird I was on the Elation. Just got off yesterday. We were suppose to sail on 09/05/11 but they delays us one day so we boarded on 09/06/11. I had $250 stolen from my cabin. Go to cruise critic.com under the Carnival Board and read the post money stolen today. People are such a mess. I posted my experience to alerts fellow members and they are no narrow minded. I have sailed with Carnival 7 or 8 times before and this has never happened. No I didnt use the safe. I've heard they werent reliable and I should not be subjected to employees stealing from the people who help kee them employed.

B
B
banderson18
Orlan, US
Sep 06, 2011 4:47 am EDT

MAYBE YOU SHOULD LOCK UP YOUR ###. DID YOU EVER LEARN GRAMMAR OR PUNCTUATION? Ah, and your caps lock is on. :|

ComplaintsBoard
N
8:49 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines hurricanes

I booked a 6 day cruise out of Mobile. Tropical Storm Lee hit the coast the day we were suppose to board and leave. Because of the storm, the trip was delayed one day which caused the cruise line to be shorten the trip and one port of call to be canceled. Thus the trip was 2 days at sea, 12 hours in port and 2 days back home. Not my ideal of a fun trip. Thus I requested to cancel the trip. I was told I could not but they would give me 20 % discount back on the trip (two weeks after the trip). I know they do not control the whether but they should allow people to cancel, when they have shorten/change the trip because of a huricanne.
IF they have the right to change anything and I am expect to just except it, I suggest DONT USE THE CRUISE LINES ...FLY ! to the destination

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
K
K
kamari937
Cincinnati, US
Sep 12, 2011 4:46 am EDT

I was on the same cruise and being at sea all that time allowed the cabin attendant to steal $250.00 from me. Personally, although I have been there at least 10 times they could have went to Nassau or better yet their private island half moon key as a replacement for Calica.

ComplaintsBoard
K
3:23 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines customer satisfaction

I book a cruise for my family in 2 cabins at the same time. Instead of putting all of us in staterooms close to each other the day before the cruise they split the cabins and gave my Children 18, 21, 23 a upgraded cabin in the aft of the ship While I got stuck 2 deck below in the the midship. When I called to see if we could switch the cabins I was told this could not be done because the ship was full. When I mentioned that we only wanted to switch cabine they refered me to my agent. Who told me this was the cruiselines decision and there was nothing that could be done. When I told the cruise line and the agent that they had neglected the upgrade to the person who funed the trip they only offered an apology. Had I known this would be the best part of a Horrible cruise I would have cheerfully canceled the trip and donated my money to the cruise line who by all account desperately needs the revenue. STAY AWAY FROM THIS COMPANY. This was only a warning of how bad the company customer service policy is. I cruise every year this was the first and last I will ever be on a Carnival ship.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
F
4:23 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Carnival Cruise Lines free cruise voucher

I received a post card saying I was chosen to receive a free cruise. The post card had the Carnival Cruise Line boat on it so I originally thought it was carnival all I needed to do was claim my prize by calling the 800 number on the card! Turns out you have to attend a 90 minute presentation that is Not a time share but a travel discount club. The membership fee is $8999.00 plus an annual fee of $299 for discounted travel fees: hotels airline tickets car rentals cruises ect... I listened to my gut that's said No Way! I was asked again to join by 2 other sales reps again I declined! I received my Free Cruise voucher which is a scam because in order to activate the voucher you must mail in a cashiers check for $249 by certified mail! :( the deposit is non refundable and Ultimate Executive Travel won't even talk to you on the phone or email until you activate your certificate! I was mislead by World Travel and would recommend to others not to waste your time even going to the over 90 minute more like 2 hour presentation!

Read full review of Carnival Cruise Lines
Hide full review
ComplaintsBoard
D
2:39 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Carnival Cruise Lines lost luggage for 5 days

I planned a vacation for July 9th - July 16, 2011 on the Carnival Miracle cruise Line. It turned out to be the cruise from hell. Carnival staff took my luggage in NY at the port. only to load it on to the norweign which was also leaving the same day. For 5 days i had no clothing to change into, I washed my underwear daily. and did lots of crying on this vacation. I'am one to understand that nothing is error proof. My concern is how the carnival staff treated me as a guest. I was treated as if I had forgotten my luggage. This was my forth vacation with Carnival and I am very surprised that they did not take full responsibility for my vacation being a total disaster. My cabin was 7109 It was a vacation I had longed for after the passing of my husband.

Read full review of Carnival Cruise Lines
Hide full review
ComplaintsBoard
S
3:46 pm EDT

Carnival Cruise Lines bad cruise

I have made oral and written complaints. But I didn’t get any responses. So I make this complain again. We were on board the carnival pride on March 27, 2011 and planned to celebrate my parents’ 50th marriage anniversary at Paradise island Bahams. My parents traveled all the way from China for this purpose. However, the ship didn’t go to Nassau due to the mechanical failure at Port Canaveral (Orlando), FL. The reason is that the crew failed to handle the situation appropriately by dropping the anchor too fast. As a direct impact, our celebration plan was totally ruined. So as a remedy, we booked a shore excursion at free port Bahamas, but not till the last minutes we didn’t learn that the shore excursion was canceled. The person in charge the excursion even lied to us that he noticed everyone at his/her cabin. The fact is that we stayed in the cabin till the last minute and no one ever knocked our door or left any notes at the door:. This incident left us stayed on the ship without any other choice; all other excursions were not available at that time/. This incident totally ruined our travel and our mood as well;. Last thing I want to complain is that during cruise disembarkation at Baltimore port, we were told to wait for a group people pass the gate first". We waited for 40 minutes until that group was gone; the crew member told we can’t *** on this side and we spend another 1:.5 hour lined up on the side of the ship/. Over all, the management of the ship was chaos, and the crew should take full response of missing the port of Nassau/.

Read full review of Carnival Cruise Lines
Hide full review
ComplaintsBoard
S
1:09 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines crew failed to work appropriately / bad service

I have made oral and written complains. But I didn’t get any responses. So I make this complain again. We were on board the carnival pride on March 27, 2011 and planned to celebrate my parents’ 50th marriage anniversary at Paradise island Bahams. My parents travelled all the way from China for this purpose. However, the ship didn’t go to Nassau due to the mechanical failure at Port Canaveral (Orlando), FL. The reason is that the crew failed to handle the situation appropriately by dropping the anchor too fast. As a direct impact, our celebration plan was totally ruined. So as a remedy, we booked a shore excursion at free port Bahamas, but not till the last minutes we didn’t learn that the shore excursion was cancelled. The person in charge the excursion even lied to us that he noticed everyone at his/her cabin. The fact is that we stayed in the cabin till the last minute and no one ever knocked our door or left any notes at the door. This incident left us stayed on the ship without any other choice; all other excursions were not available at that time. This incident totally ruined our travel and our mood as well. Last thing I want to complain is that during cruise disembarkation at Baltimore port, we were told to wait for a group people pass the gate first. We waited for 40 minutes until that group was gone; the crew member told we can’t take off on this side and we spend another 1.5 hour lined up on the side of the ship. Over all, the management of the ship was chaos, and the crew should take full response of missing the port of Nassau.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
C
4:20 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines fraud/bait and switch

Carnival does a bait and switch, watch out for it. This is how one of them works, carnival promotes discounts on the site and then switches when you click on the site for the promo. In other words the promo isn't there and you have to click on something that favors them. This is a complete scam and is illegal wtadch people/peoples.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
P
2:39 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Carnival Cruise Lines contract fraud

Booked a cruise with Carnival two days before my wife got laid-off. Paid for the extra insurance thinking we could cancel if something happened unexpectedly. Called them within three days to ask them to cancel the trip due to my wife's lay off. They refused because I had booked a cruise via their early-saver program that didn't allow for cancelations. That info was, of course, buried deep in their contract that you only see when you confirm your booking. They're total fraudsters. I say stay away. Or have your lawyer review the contract before you agree to booking anything with them. Also, the women who I discussed our situation with was argumentative, very rude and unsympathetic.

Read full review of Carnival Cruise Lines and 3 comments
Hide full review
3 comments
Add a comment
M
M
Milton Marasch
US
May 22, 2017 7:07 pm EDT

Believe I received an attempted fraud phone call from someone claiming to be Carnival Cruise Lines. They offered me two cruises for $149 total. I didn't wait to here all the details, but I'm sure they would have wanted me to give them a credit card number if I had not hung up.

Later, just to check, I called their caller ID number back and they did answer. You can therefore check on them at [protected].

U
U
unhappy travel person
Jacksonville, US
Dec 06, 2013 8:44 pm EST

I booked a cruise out of New Orleans to leave Jan. 2014. Paid $200.00 deposit, Nov. 2013 paid the balance of the cruise. A week later due to unexpected problems I and my friend cannot make the cruise we called for the refund. We have papers showing the deposit of $200.00. contract shows 45 - 95 days before cruise cancellation will cost the amount of the deposit so knowing we would loose the $200.00 we cancelled. Carnival said our deposit was a special and they would keep $400.00 from the total since that was the regular deposit even tho our papers show our deposit was only $200.00. Carnival Cruise line just con us out of another $200.00. They have a terrible review NEVER BOOK ANYTHING ON CARNIVAL LINES. I have cruised Princess Lines and find it to be excellent line to cruise on. I loose a extra $200.00 because Carnival does not honor their contracts.

P
P
pamscruises
US
Apr 18, 2011 4:15 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

This is why you need a good travel agent to help you. We have the same pricing as the cruise line. A good agent would have let you know in advance (before your deposit because it is non-refundable also with their Early Saver Rate).

ComplaintsBoard
S
8:48 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines misleading sales practices

I booked a cruise on feb 18th, at that time I specifically asked the sales associate if my wife were to get pregnant what would I need to do to get my money back. He said cancel before the refund deadline or buy the trip insurance. I asked so the trip insurance will cover pregnancy and he said yes. I purchased 300 dollars of trip insurance and went about my time. One month later we find out my wife is pregnant so I call to cancel. Now there is a 750 charge to cancel my trip, I say well I bought the insurance they say well pregnancy is not covered under that plan.

Read full review of Carnival Cruise Lines and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
K
K
KDMartin
Clermont, US
Sep 13, 2011 8:09 pm EDT

They can be very misleading, argumentative and rude...just happened to us, too, after sailing with Carnival numerous times over the last several years. I guess if you sail with them long enough & often enough, they'll burn you sooner or later. Agreed: STAY AWAY...with or without the "insurance" they sell you.

P
P
Pancho Bobo
US
Apr 14, 2011 2:43 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Agree. Booked a cruise with them two days before my wife got laid-off. Paid for the extra insurance thinking we could cancel if something happened unexpectedly. Called them within three days to ask them to cancel the trip due to my wife's lay off. They refused because I had booked a cruise via their early-saver program that doesn't allow for cancelations. That info is buried deep in their contract. They're total fraudsters. I say stay away. Or have your lawyer review the contract before you agree to anything with them. Also, the women who I discussed our situation with was argumentative and very rude.

ComplaintsBoard
J
4:02 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines poor service and worse customer sevice

Not being a first time cruiser I was rather supprise at the level of service received by myself and the 27 other people that were in my unusal small group of only 8 cabins. Dinner service started off bad with people with poor communication skills to being served cold food by the time it got to the table as well as a unfriendly wait staff to our kids. By the second night we had spoke to the manager of the dinning room and was moved downstairs were we treated like roalty by the new waiter and his assitantant. Camp carnival had the most unkind staff. We leave our 3 kids in a day care center durnning the week and comes monday mornning that they want to be back there again. The other thing that was very distubing was said by a crew meber holding an event on the deck where we sitting poolside. That the cruise would be better with out kids on board to bad you could not afford to leave the kids at home. When we went to complain every body said call customer service and when you call customer service they say you should have done on the ship. To end on more of a sour note customer service sends back a letter 1 week later to say they were sorry about what happen but please come sail with us again and when I try to reach the people I spoke to already I cant get them on the phone. I guess with us already planning our next cruise now for 2012 we will be on royal caribbean

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
R
4:14 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines drunken, vulgar group of males

Talk about trailer trash on a cruise.
A group of so called men on a "divorce cruise" drunk beyond reason and shouting their play by play sexual encounters loud enough for all to hear.
At 7am lido deck, with families going to breakfast, women and children in earshot, while soaking in a hot tub (they should have drowned) these fools decided to re live their frat party days. To bad for them they seemed in late 20's to early 30's. A little to old to act the fool.
The real travesty is the security team nearby, one man and one woman, did nothing to quiet this boorish group.
Even after being approached by offended guest trying to protect the innocence of nearby children, the security man could only make the ridiculous statement that they are prohibited from engaging with guests who behave badly. The guy has got to be wrong; a letter is going out to Carnival Cruise line for an explanation.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
F
2:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines bad information from agents

I recently had planned to go on my first cruise with Carnival Cruise Lines. My entire family have been using Carnival for over 15 years. I was in the military so I did not have time to travel since I stayed deployed to war zones. My family was excited that this was the first time in over 20 years our entire family was able to get together. My sister and her husband had both retire from the Navy and myself from the US Air Force. We all served 30 years each. I had never cruise and everyone told me it would be a great time. I listen to my Carnival Cruise Agent. (Raul Lorie) He informed me that all I needed to cruise was a birth certificate and a photo ID. I had checked with him on 3 different times about this information. He insisted that this is all the paperwork I would need. Well after waiting months to leave. My wife and I arrived with my brother and his new wife in Miami Florida. We just spent 2 days traveling down to Miami since we wanted to do the trip first class. We stayed in very nice hotels near the port. We arrived at the port and checked in. Only to have Carnival Cruise personnel tell me that my wife would not be able to cruise since her birth certificate was issued by a hospital. This was the first time we had heard this information. We did not print off our boarding passes or luggage tags since my sister did this for everyone traveling on the cruise. My family had booked I believe 9 cabins on the Carnival Glory leaving on the 13th of Feb 2011. Most of family was celebrating some type of anniversary. The Carnival agent informed me that we needed my wife vital certificate card. We called our daughter at College and asked her to go to our home and get the card faxed to Carnival. We did this only to have Carnival change their minds and say this is not good enough. They told me and my brother that it was a immigration law and that they could be fined by federal government. The agent(Dominque and Jason) told us to go the immigration office at the end of port and asked them to look at our paperwork to see if we could get back into the USA. I took my vehicle out of parking at a cost of 20.00 bucks. I went to the office and spoke to Officer Morrell and the Major and Lt in charge of the shift. They said we had more paperwork than needed. (Birth Certificate, Marriage License, Military ID, State Issue Driver's License). They actual called Carnival Cruise Lines for me and spoke to Evette. They explained to Evette that my wife paperwork was fine to get back into the USA without problem. Evette told them to send me back to ship that we only had 2 hours left to get on the ship. Now we arrived at 9:45 and the ship leaves at 4:00 Pm I got back to the port and went to the embarkation office to see Evette. They paged her and she came out and told me. She had to go to the Supervisor Office to let them know we were cleared by Immigrations. After waiting nearly a hour and half another Agent came out and told me that regardless of what immigrations says that Carnival Cruise Policy (POLICY) is that they do not allow customers to cruise on Hospital Birth Certificate. No matter what our Carnival Cruise Agent told us. So we sat and watch the ship leave. The agents were just giving me and wife the run around. I told them they kept us there all day. They stated we could have left at anytime. I told the agent this was not true since they had our luggage onboard the ship and it had not been returned to us. A few seconds later several porter came by me with my luggage and I said to them that is my luggage. They actual dropped the bags and left without a single word. Now my wife has cancer and I am disable vet. I asked for help with the bags but it came on deaf ears. We struggled to get our bags back down stairs and loaded into the car. The agent told me to have a nice trip home and that I could fly to Nassau on Wednesday and catch up with the cruise there. She explained this would give my time to get a good birth certificate for my wife. Now the birth certificate she intended to use was used to enter the military, get married, registered to vote etc. So we left to head back to Columbia SC. It took us almost 2 days to get home. When I got home on the 14th of Feb. I called our agent to let him know about the trouble. He insisted that a hospital birth certificate was good and that he would call first thing on the 15th to get this resolved. Now my entire family is on the boat and their cruise was damaged since we were not there to enjoy it with them. Our agent did not call us like he said he would. I ended calling him. After staying on hold and having to call 4 times I finally got through to Carnival. Carnival cruise said that we would only get a refund for our taxes and port fees. Our cabin money my father put into each cabin would be lost as well. My father gave us 1500.00 for christmas present for our use while on the cruise. Well after sitting at home for 2 days and finally convincing my wife to fly to Nassau and catch up on the crusie. We obtained her birth certificate from GA on our way home. I went to the Airport to buy the tickets only to find out I can fly to Nassau on birth certificate as previous told to me by Carnival agent. So I called Carnival again to let them know I was given more bad information. The Supervisor told me there was another problem with flying to Nassau. Since our ship was in ST Thomas instead of Nassau. Now after everything that has happened no response from Carnival at all. My family has complained as well. Still No response from Carnival after waiting more than a month. I hear they have a lot of complaints to handle. I have a GOOD Suggestion for Carnival. Do the right thing by your customers and you will have a lot less complaints. It can take years to earn a customer but only a few seconds to loose one or never get one in my case. I just wanted to let everyone know how Carnival handles their Vets and Cancer Patients. A cruise ship is nothing more than a floating HOTEL. I have never received such poor service from any company in the world. I have travel all over the world in my past 30 years in the military. I had hope for a resolution by now or at least a call or letter or email or something. Doing Nothing is unacceptable. Thanks for nothing other than bad memories.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
C
1:14 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines price guarantee

Carnival promised us that if we booked a senior rate and the price changed before we sailed they would credit us the difference. Our price did drop and when I called, they would only upgrade our room. They first told me it was too close to sailing (I noticed online that the early saver rate has up until 2 days before sailing). I called 1 week before sailing.

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
W
W
Wayne McCartney
Peterborough, CA
Jan 28, 2013 12:40 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

WE BOOKED A CRUISE ON EARLY SAVER 6 months in advance on a Panama Canel Cruise. rooms 4 people the price dropped $350.00 per person and we got a credit of $1400.00 It does work

Carnival Cruise Lines Reviews 0

Looks like Carnival Cruise Lines has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

About Carnival Cruise Lines

Screenshot Carnival Cruise Lines
Carnival Cruise Lines is a world-renowned cruise line that offers a wide range of exciting and memorable vacation experiences to travelers of all ages. With a fleet of 24 ships, Carnival Cruise Lines is one of the largest and most popular cruise lines in the world, offering a variety of itineraries that take passengers to some of the most beautiful and exotic destinations around the globe.

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.
How to file a complaint about Carnival Cruise Lines?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the required information and verifying your email address.

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.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint against Carnival Cruise Lines on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with Carnival Cruise Lines.

Overview of Carnival Cruise Lines complaint handling

Carnival Cruise Lines reviews first appeared on Complaints Board on Aug 17, 2006. The latest review Carnival 3% service fee charged to casino players using credit money on carnival casino players tables was posted on Oct 22, 2024. The latest complaint Carnival 3% service fee charged to casino players using credit money on carnival casino players tables was resolved on Oct 22, 2024. Carnival Cruise Lines has an average consumer rating of 4 stars from 1295 reviews. Carnival Cruise Lines has resolved 953 complaints.
Ratings on other review websites
Trustpilot
Trustpilot
1.4
349 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Carnival Cruise Lines Contacts

  2. Carnival Cruise Lines phone numbers
    1300 385 625
    1300 385 625
    Click up if you have successfully reached Carnival Cruise Lines by calling 1300 385 625 phone number 40 40 users reported that they have successfully reached Carnival Cruise Lines by calling 1300 385 625 phone number Click down if you have unsuccessfully reached Carnival Cruise Lines by calling 1300 385 625 phone number 1 1 users reported that they have UNsuccessfully reached Carnival Cruise Lines by calling 1300 385 625 phone number
    48%
    Confidence score
    Australia
    +1 (800) 764-7419
    +1 (800) 764-7419
    Click up if you have successfully reached Carnival Cruise Lines by calling +1 (800) 764-7419 phone number 0 0 users reported that they have successfully reached Carnival Cruise Lines by calling +1 (800) 764-7419 phone number Click down if you have unsuccessfully reached Carnival Cruise Lines by calling +1 (800) 764-7419 phone number 1 1 users reported that they have UNsuccessfully reached Carnival Cruise Lines by calling +1 (800) 764-7419 phone number
    Customer Service
    +1 (800) 845-2599
    +1 (800) 845-2599
    Click up if you have successfully reached Carnival Cruise Lines by calling +1 (800) 845-2599 phone number 2 2 users reported that they have successfully reached Carnival Cruise Lines by calling +1 (800) 845-2599 phone number Click down if you have unsuccessfully reached Carnival Cruise Lines by calling +1 (800) 845-2599 phone number 6 6 users reported that they have UNsuccessfully reached Carnival Cruise Lines by calling +1 (800) 845-2599 phone number
    Online Support Team
    +1 (800) 929-6400
    +1 (800) 929-6400
    Click up if you have successfully reached Carnival Cruise Lines by calling +1 (800) 929-6400 phone number 0 0 users reported that they have successfully reached Carnival Cruise Lines by calling +1 (800) 929-6400 phone number Click down if you have unsuccessfully reached Carnival Cruise Lines by calling +1 (800) 929-6400 phone number 2 2 users reported that they have UNsuccessfully reached Carnival Cruise Lines by calling +1 (800) 929-6400 phone number
    Guest Care
    +44 843 374 2272
    +44 843 374 2272
    Click up if you have successfully reached Carnival Cruise Lines by calling +44 843 374 2272 phone number 5 5 users reported that they have successfully reached Carnival Cruise Lines by calling +44 843 374 2272 phone number Click down if you have unsuccessfully reached Carnival Cruise Lines by calling +44 843 374 2272 phone number 2 2 users reported that they have UNsuccessfully reached Carnival Cruise Lines by calling +44 843 374 2272 phone number
    43%
    Confidence score
    United Kingdom
    +64 800 442 095
    +64 800 442 095
    Click up if you have successfully reached Carnival Cruise Lines by calling +64 800 442 095 phone number 2 2 users reported that they have successfully reached Carnival Cruise Lines by calling +64 800 442 095 phone number Click down if you have unsuccessfully reached Carnival Cruise Lines by calling +64 800 442 095 phone number 0 0 users reported that they have UNsuccessfully reached Carnival Cruise Lines by calling +64 800 442 095 phone number
    100%
    Confidence score
    New Zealand
    +1 (305) 406-8656
    +1 (305) 406-8656
    Click up if you have successfully reached Carnival Cruise Lines by calling +1 (305) 406-8656 phone number 0 0 users reported that they have successfully reached Carnival Cruise Lines by calling +1 (305) 406-8656 phone number Click down if you have unsuccessfully reached Carnival Cruise Lines by calling +1 (305) 406-8656 phone number 0 0 users reported that they have UNsuccessfully reached Carnival Cruise Lines by calling +1 (305) 406-8656 phone number
    +1 (800) 819-3902
    +1 (800) 819-3902
    Click up if you have successfully reached Carnival Cruise Lines by calling +1 (800) 819-3902 phone number 0 0 users reported that they have successfully reached Carnival Cruise Lines by calling +1 (800) 819-3902 phone number Click down if you have unsuccessfully reached Carnival Cruise Lines by calling +1 (800) 819-3902 phone number 0 0 users reported that they have UNsuccessfully reached Carnival Cruise Lines by calling +1 (800) 819-3902 phone number
    Personal Vacation Planner
    +1 (305) 599-2600
    +1 (305) 599-2600
    Click up if you have successfully reached Carnival Cruise Lines by calling +1 (305) 599-2600 phone number 0 0 users reported that they have successfully reached Carnival Cruise Lines by calling +1 (305) 599-2600 phone number Click down if you have unsuccessfully reached Carnival Cruise Lines by calling +1 (305) 599-2600 phone number 0 0 users reported that they have UNsuccessfully reached Carnival Cruise Lines by calling +1 (305) 599-2600 phone number
    Coordinator
    +1 (727) 452-4538
    +1 (727) 452-4538
    Click up if you have successfully reached Carnival Cruise Lines by calling +1 (727) 452-4538 phone number 0 0 users reported that they have successfully reached Carnival Cruise Lines by calling +1 (727) 452-4538 phone number Click down if you have unsuccessfully reached Carnival Cruise Lines by calling +1 (727) 452-4538 phone number 0 0 users reported that they have UNsuccessfully reached Carnival Cruise Lines by calling +1 (727) 452-4538 phone number
    Media Contact
    More phone numbers
  3. Carnival Cruise Lines emails
  4. Carnival Cruise Lines address
    3655 NW 87th Avenue, Miami, Florida, 33178, United States
  5. Carnival Cruise Lines social media
  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 01, 2024

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.