Carnival Cruise Lines
reviews and complaints

Took the family for the first time in cruise, so determine to save every moments with the uncertainty that it might be the last, knowing that my husband might not like it because he easily get motion sickness, I pre purchase the pixel plus digital package also we travel with Grandma for this trip so also bought online matching custom personalize name made shirts for that trip for everyone, I want to make sure all the memories will be kept. 7 days in carnival breeze July 1, 2018, it took me by surprise my whole family fell in love cruising from the food, entertainment and excursions. We had 2 cabins 7250(mine, husband and 16 year old son) and 2nd cabin 7248(grandma &daughter). The pixel package were purchase under my name Rosalie Anaya 7250, I chose the usb instead of prints but so sad that as soon that I previewed it at home, pictures only in 7248 was save and none in the main cabin 7250 which is the most of our pictures was used. I submitted the claim from carnival website from the day we got home 7/8/18sun and also phone called the next morning when office opened, just want to submit every detailed info for the fear that they might delete the pictures. Been calling so many times and Up to now 8/14 still no updates given them phone numbers and email address, with today's technology how hard is it to inform us of any Information?

Good day Sir/ Madam

I am Mrs. Aurea Bullock and I'm writing you to let you know how much I've enjoyed cruising on Carnival cruise line. I was invited by a close friend of mine who is Diamond status with Carnival and I have been Cruising ever since. The Valor twice, the Liberty, and the Breeze to name a few I've cruised on. But this time we selected the Fascination.

I must tell you my experience was GOD AWEFUL! We boarded in San Juan on 7/29/2018 for our 7 day adventure my room was E201. Once in the room I requested they come and fix the T.V. because of the bad reception couldn't see the picture. Also the bed had a very noticeable dent in the middle. Some workers came changed the TV but to no avail. They put some foam under the sheets but of course once I laid down for the night the form just went down with the mattress.. My stateroom steward was Mr. Yayan. No mini fridge for the on board purchase I made to keep my waters, soda, cold like the previous ships. The guacamole and sour cream made my boyfriend Mr. R Green and his friends girlfriend Miss. Evans who also traveled with us very sick, for two days their stomachs was bad and they didn't go to lido for food! there room was E197. The cruise director didn't do so great either. Then At dinner the speaker spoke in Spanish and nothings wrong with that BUT English should have been next to accommodate us ALL.

I needed to share this with you because for the life of me I could not understand what happened to all the great qualities I experienced from my prior cruises. I'm back home and my Hip is killing me from the dent in the mattress I believe. But this one BAD experience won't stop me because I'm already in love with Carnival and will be cruising next summer on your new Horizon ship.. I will have my co-worker with me for the fun on the Horizon ship then they too will become VIP's. Please, I know you deal with guess On and Off at a constant basis. With all that's been said can you please give some Incentives, another trip, Refunds, etc. Some kind of accommodations would be GREATLY APPRECIATED.
With kindness and understanding Be Blessed

Mrs. Aurea Bullock
2101 Madison avenue apt 11D
New York, N.Y. 10037
[protected]

TO WHOM IT MAY CONCERN,

I booked a trip and I was total that it had to be paid in full by July. I was told by my traveler coordinator Brandon Bell,
that I hadn't paid the remaining balance by the date specified. I was told they contacted me but I do not have any
emails or text messages confirming that. I think they contacted Charles Domingue and not my email address
that Carnival has on file. (Here is my email: jfrank944.[protected]@gmail.com)
Therefore, I'm asking that you give me credit for the 900.00 dollars towards another cruise at a later date.

Thank you
James Franklin
1HWV18, 1GJP26

Hi,
On July 9th, 2018 I was supposed I traveled from New York to Florida, Port of Miami, looking forward to sailing on Carnival Victory. The booking number is 2TZC76. Because my flight was delayed, I called Carnival to let them know that we were in transit, but delayed approxiametly 1hr. At which time I learned that the insurance which I requested at the time of booking was never honored.PS Having arrived at the Port we were told we were not going to be able to board, Since the gate was already closed. I was accompanied by my son a 10 yrs old and told with no remorse or sympathy there is nothing we can do to help you. We were left stranded at the port with one to call and no assistance. The ship remained at the port while we begged and pleaded for another 20 minutes, which I felt that carnival representatives and staff should have made some attempt to help us in some way.Instead the closed the door and left us standing in the middle of nowhere in 100 degree temperature.
I have sailed with Carnival several times and was applaud at the treatment we received that day.I have made several phone call since the to seek some form of retribution, in the form of a credit or another opportunity to reuse the funds of $1100.00 for the cost of the package. The travel agent suggested that I file this complaint on line to see if there is anyway you can help me with this misfotune.

Would you kindly look into this case ! My email is [protected]@gmail.com
Ph. [protected]
Thank you,
Ms.Kimberly Todd

On July 8th 2018 I was suppose to sail on the Pride with a friend with a medical condition. Ms Johnetta Nelson needed oxygen tanks but none were able to be supplied by Carnival. Ms Nelson was told to leave the ship because she could not be accommodated by Carnival. Since she was oxygen dependent and I was her ride home I had to leave with her. I was told by Guest Services that I maybe eligible for a refund. Thank you for your attention to this matter. Booking number#1SSH40 and I am Ms Jacqueline Hill at [protected]@live.com

7/30/2018
Victoria Grab [protected], Charles Grab [protected]
Carnival Cruise Line, on July [protected] we sailed on the Vista. We very much enjoy cruising and this was our 15th cruise. We have sailed Carnival 4 times, Royal Caribbean 9 times, MSC and Norwegien once each. We had not sailed Carnival since 2010 because we enjoyed the bigger ships and wonderful service provided by Royal Caribbean. This year we decided to give Carnival another try because we had read that the Vista was the newest ship (maiden voyage 2016) and it was reportedly voted the "Best New Ship". Three days prior to sailing we received a call from Carnival with an offer to upgrade to a Suite. We have had suites on other cruise lines and very much enjoyed the VIP treatment and extra room. Imagine our disappointment when we observed the condition of our bathroom tub shower area growing "Black Mold/Mildew" ? For Heavens Sake, this is a NEW ship and it is a SUITE ! After complaining about the mildew the cruise line gave us $150 added to our ship account (for the inconvenience of having to leave our stateroom for the 3 hours it took to clean (paint over) the areas and allow them to dry. Walking around the ship while this was happening we noticed Mildew growing all over the flooring around the pools (especially the kids area) . We enjoy our cruises, we bought the best internet package, $1700 worth of photos, and drink packages. We do not feel compensated for the inconvenience and disappointment in our Suite and would like to request a refund. Photographs attached and If you need more please advise.
Charles and Victoria Grab
155 Lake Caroline Dr, Ruther Glen, Virginia 22546
I look forward to hearing from you.

In great anticipation of celebrating my mother's 80th birthday with 37 close family members Carnival was a great disappointment. The customer service was appalling and disrespectful. Diversity training should be number one on your list. I should be contacting a lawyer instead of filing a complaint that most likely will be ignored. Details will be provided upon your response. In planning this celebration I anticipated a fun relaxed time. Instead we encountered great hardship in getting dining accomendations for 31 not including the 6 who booked independently. How can you celebrate such a milestone with the matriarch sitting 3 tables away from her great grandchildren? We were not seated together after speaking with the dining room staff upon embarking. He was very disconnected, rushed and showed a lack of interest in my requests. On the second night he became argumentative and annoyed, which is not a characteristic of a servant leader. He only tried to find a solution when I told him how displeased I was and would never travel Carnival again. This set the tone for the wait staff who seemed less servant in serving us nightly. We actually skipped a few nights of your "fine dining" due to not being bothered with the attitudes of your staff. By no means was this displayed by all, there were a few that was deserving of mention for outstanding service. Details to follow in response. The ladies pampered party was the icing on the cake. There was one women passing out the list of specials who blantly showed disrespect and bias. She choose to only ask the 4 in my party to share the list although she had given everyone else individual copies and appeared annoyed when asked why. She also totally ignored us when passing the samples of products to use. What happened to customer service for all paying guest? Where was the diversity in the games, hasbro and love and marriage? Minority's were totally overlooked in both. Check your tapes, all contestants should have been recorded. This was the same on my last cruise with Carnival about 3 years ago during spring break. Your service was suboptimal and training of staff is unacceptable. This is a management downfall because it is a system wide problem on this ship. There was more poor service due to poor training than Starbucks who quickly identified and corrected the problem without hesitation. I cruise at least twice a year with another wonderful cruise line and enjoy looking forward to many more upon my soon retirement. I am also a servant to the public in healthcare and would be appalled for my staff to treat anyone as we have been. Bias has no place in the public and should be recognized long before it reaches this level.
I take full responsibility in some of the issues with dining due to an error with my travel agent on 3 cabins being booked with the incorrect dining time, which will be addressed. Also 6 in our party who did not link to the group and apologize for this oversight but the behavior of your staff can't be ignored. The room service could not get any worse. Why are we asked if you want your cabin cleaned and how many times. This is a first in over 15 cruises. Many in our party had to call to get the cabins cleaned especially after showers to remove sand from the beach.
I would like the opportunity to discuss these issues and opportunities for improvement with competent staff who wants to make a change. A standardized response will not be acceptable.

Booking# 2TFZ79/2TFZ61
SAIL DATE: July 2-6, 2018
SHIP: Carnival Inspiration

Our family are loyal Carnival cruisers. There have been times when we experienced disappointments on our cruises but this one takes the cake. My husband, 2nd eldest and myself were celebrating our birthdays on this cruise. There were many issues however the more important ones...First the beds in one room was supposed to be put to a king, not a big problem however by doing so the bed would be against the wall where the tv is making it inconvenient to watch tv. We booked two adjoining rooms and when entering the room it was separated into 2 twins with one bed blocking the adjoining door to the other room. Now in order to open the door the bed had to be put almost halfway under the desk. Why would you have an adjoining room with the beds against the door? Second, while waiting 15+ min to debark at Catalina a staff member then tells us that that section is closed and we need to go to the other debark location. There was about 15 of us that were saying that they could've told us sooner since they were just standing around conversing amongst each other. Third, it was our first and of course after that experience our last time with any spa service. The massage was horrible not worth the money, the lady spent most of the time fiddling with things. Very pushy on the upsell and wasn't made aware that it was auto gratuity, because that service was absolutely not worth that much of a tip. Lastly there was a female staff member in uniform with her name tag on, unfortunately I didn't bother to remember it, who was completely engaged in her phone when entering the elevator. I asked her what floor as to press the button for her but she didn't acknowledge me as she was too busy with her phone. I don't know about you but at my place of employment cell phone use isn't allowed in guest areas so not to take away from the guest experience. It's not like the good ole days when just about every crew member you pass greets you. Now hardly anyone wants to make eye contact with you so they don't have to smile or say hi. I truly miss when I could walk away after taking a Carnival Cruise and feel like that was awesome. Please address these issues as we still have faith that the next time would be better.

The Port of Charleston July 19, 2018 Booking number: 3PZP19

My name is Lashonda Miles the registered party of the trip with two accompany guest Christian 12 and Laila 9. I am a first time cruiser. I missed my check in time but arrive at the port at 3:20. We could see the ship in the background as we were driving up. I could see the excitement on my kids faces when they seen the ship. Greeted by the security guard, I'm here to check-in and she said I can not let you in check in is close. My heart dropped to the bottom of my stomach and I saw the disappointment on my kids faces. I felt helpless. I called Carnival customer service the agent who answered did not get my booking number and explain to her the situation. The agent said there is nothing we can do we to follow the port rules. I felt being so close there could have been something since I had already pre registered. I also, purchased shore excursion the Atlantis Beach day & Discover Atlantis. I hope I could get a rain check, refund, or schedule another cruise somewhere else. This was a lot of money for me to provide toward the trip.

Hopeless
Lashonda

We were scheduled to set sail on the Carnival Victory July, 16th 2018. After 15+ hours of travelling, we arrived at the port of Miami ON TIME prepared to board the cruise. After giving the port staff our confirmation number they informed us that our reservation had been cancelled on June 7, 2018. This came as a shock to both of us as neither of us had ANY knowledge of a cancellation of our cruise, and if we had, we wouldn't have wasted the time and money to get to the boat. Not to mention we had been saving for this cruise since JANUARY & were both really excited to go on our first cruise together. Why on earth would we cancel?!
At the port we were instructed to call customer service who, at first, informed us that it was a systematic cancellation. THEN after further questioning she told us that one of us had cancelled it. We asked why we didn't recive any notification of the cancellation and were told that there was an attempt to send an email but it failed. How unprofessional! While we were on the phone getting the "run-around" from customer service, the port staff began to close the port doors, told us there was nothing they could do and left. Leaving us stranded on the port with our luggage, trying to figure out what to do next. Since our return flight was scheduled for the 20th, after the cruise, we had to contact the airlines to move our reservation...and the only flights available were for early Tuesday the 17th. So from 4:00pm Monday to 5:50am tuesday, we spent almost $50 in uber rides to get back to the airport/ find something to eat. Then we were stuck at the airport for 9hrs, sleeping on hard chairs until our flight.
After multiple calls made to customer service since our return home, we have still be unable to resolve:
1. Who cancelled our trip and why
2. We would like to see the cancellation confirmation email /Where is the proof that one was sent (because apparently customer service cannot resend the email nor show us proof that one was sent)
4. We should be entitled to a FULL refund of our cruise since it was cancelled without our knowledge.
5. We would like reimbursement for our airfare & shuttle expenses that couldve been avoided if we had recieved proper PROFESSIONAL communication.

Thank you.
Shamar and Nydia, booking# 2CMM81

7-17-18
I booked cruise with Clayton Dorsey for my husband's and my WEDDING ANNIVERSARY, July 9, 2028-July 14, and bought cancellation, insurance.
I was having health issues, so we changed sailing date to following week,
July 14-July 19, and then received notice from doctor I had to have surgery and surgeon was not letting me travel until 5 weeks after surgery, July 12-August 20, 2018, so I called booking agent and supervisor, Rocky, allowed us to change booking to December 22, 2018, to give me plenty of time to heal. I was told I would get full refund of first booking on my credit card, except for $208. port tax, and transfer of second booking payment to the new December 22, 2018 sailing date.
I can provide a note from the surgeon to this affect.
Thank you, Marcella Lee Ball

On the next to the last day of my cruise (6/8) I was compelled to purchase photographs of our family aboard the Carnival Magic. Five photos were downloaded and paid for with Sail and Sign credit (approximately $90). As of this date, despite numerous attempts and search efforts, I have been unable to determine where the photos downloaded to. I'm very unlikely to cruise Carnival again if this problem can't be resolved.

I sent this message in March 2018 to Carnival Cruise line customer care team and never heard back.

Do you have a contact I can call or email? I would like to email them My confirmation and deposit paid for 2 cruises from Royal Caribbean. The Haase's and us booked New Orleans 7 day and And Julie &1 booked a another cruise out of Seattle 7day. This is not to rub it in your face, but I want Carnival to know that they lost over $10, 000 in bookings so far and I think I'm booking one more in April. All i wanted them to do, was do the right thing and not act like nothing happened on my Mobile Cruise on the Fantasy. I called Carnival the day I got back. I know it was foggy, but how they handled it really bothered me. we waited in line for hours, there was no leadership at the port . When I told the reps there that I was priority and where do I go, she Answered "Everyone is Priority and go in the line".We lost the first whole day and part of the second day of our cruise( Because we had to sleep in—went to bed after the safety drill 12:00am.) I spent over $200 in Mobile that I wasn't planning to spend because we had to eat 3 meals and had to pay a hotel to squat there all day(too hot to stay in the car all day). We went on this cruise only because of Cozumel and it got canceled. I only paid $333 for that cruise, If they would of put a $100 or so credit towards the next cruise or a percentage off, I would of been happy. but they couldn't even give a free drink out. very very sad. They had us as customers for ever and all they had to do was give us good service and be fair and practice good business. here's a tip to Carnival —— when you have loyal customers, don't take them for granted, just give them the product and service they deserve and you will keep them as a customer forever, but don't and you'll have to spend millions of dollars in specials and adds giving discounts to get them back when you all ready had them, just keep them. I'm glad the cruise industry is so strong now but if it dips again, Im sure carnival will regret there choices, I cruised during the recession.

G. G.
Platinum member [protected]

Good evening, Just get of the Carnival Glory, was ups and downs, but overall ok . I was at dinner with friends and our waiter was so overwhelming, we had some drinks on the table, he offered to get us some shots on him, so the bar Waitress came, we did not take any, we had already, but he get some shots at the service stand . That would be not wort mentioning, but later in the evening we sow him around and he was almost scrolling on the floor in our corridor, he left behind door for employees. He was very intoxicated and hope he will be better.The waiter name is Walter . Over Drinking on the ship is not a great idea I think, it's not safe for himself or the guest, only if he is all day off after to take a good rest.

June 24, 2018 my best friend and I were so excited for 4 day cruise. With my first vacation in 12 years, surviving a stroke and losing my eyesight in one eye, and my friend caring for her parents and losing 1 to cancer + managing her antique mall and ‘Behind the Scenes" business this short getaway was long overdue.
We go to the dome to for security check and X-ray baggage. We still Ike of how we were ‘hoping' there weren't be too many kids on board'. The 2 security personnel started laughing, one replied, ‘they didn't tell you, did they?' This ship is full of children with a national child dancer competition.
This was the first we heard of anything to the contrary.
Disappointed but still optimistic, we boarded the ship. After we set sail, we went to pool area, there were jacuzzi with wall to wall children, over capacity with no supervision. Went to bar, and had to wiggle between 2 small children on bar stools coloring in their books in order to get a drink, dancers running in formation up/down hallways screaming and yelling for hours on end. Needless to say not much sleeping took place.
Went to Customer Service Desk and was told ‘this is an average amount of children on board' and did not seem to care a bit, ‘wait to get your survey when you get home' or call the 800 # was all the solution she offered.
Many passengers on board that like us were not part of the 1600 dance competition passengers, were very unhappy as well, we did do a survey on board and all said this was definitely NOT the average amount of children on any of their past cruises.
Had we been aware when booking cruise it would have a national dance competition on board that they are hosting and catering to, we would have chosen a different date as would the passengers I spoke with

The first day the saint Thomas port was cancelled. We paid $2400 for this cruise and I don't feel $100 off was nearly enough. When they brought our luggage to the room it was wet. So most of our clothed were wet and stained. I spent 4 hours the next day in the laundry room. There were way too many out of control kids on this trip. running up and down the halls slamming doors. I think when you book a trip you should know if it's that kid oriented. I love kids we have 22 grands, but I go on a cruise to get away from that for a little while. I was also disappointed that there were no robes in the room this trip, and I could never find our room attendant to get ice or anything. Last but not least we bought liquor and when we got home to unpack 2 of the bottles were broken. Again on my clean clothes. Needless to say This cruise was awful and we are NOT HAPPY CAMPERS!

Good afternoon

I am just responding to the email sent regarding early booking. I just wanted to express my disappointment on this past cruise as I was traveling with my 88 year old mother who has never been on a cruise, which was leaving from new york june 5th and returning june 13th. As I know people cannot not help from becoming ill, our 1st stop which was grand turk was cancelled. I was told that we were not going to be compensated & that the only thing if any would be port charges. Then later it was announced by the captain that we were going to receive 20% of our next cruise which should be book by december of 2019 which I was not planning a cruise for 2019. But see below the mishaps that occurred on the horizon.
1. Tv channels 3 cnn, tbs, tnt & trutv which it didn't work have of the time or in a different language. Customer service gave an excuse about signal but then we should have had issues with the internet & their app
2. Went to the seminar for puerto rico shopping not enough maps as he didn't anticipate that many people attending
3. The toilet did not work in my section so they had to repair it not to mention when surveying the ship a lot of maintenance workers were in full uniform with tools & wires not good in my opinion. Also when we went to movie night on the 11th floor there was a leak by the stairs not one night but both nights while we were viewing the movie
4. Also received a $50, 00 gift card for the spa as they acknowledge my birthday but I couldn't use it the way I wanted to use it I had to pay additional money in order to use which it did not say pay towards any treatment.
5. I was told by other guests that a lot of staff quit as management was tough which explains why we had to wait on the elegant nights (2) that going to the sit down dinner was a 20 to 40 minute wait which to add insult to injury we were given those devices that lights when a table was available. (they give out those same devices in red lobster & olive garden)
Never received refund for port charges and I do believed that for the guests that are not traveling with carnival in 2019 should received the 20 % in the form of a check.

This was not my first cruise with carnival as I have never experience anything like this actually this might be my 5th or 6th which that should say alot. I hope to received a response. Oh I just came back from a cruise with carnival on the glory in late october early november 2017 had a good time. So I am surprise. I send a email to the rep I book the cruise with never received an acknowledgment called made and complaint still waiting for a response

Vifp #[protected]

I have a reservation to go on a cruise in nov 2018. On july3, 2018 I called customer service to change my dates due to my grandson was placed with me from department of human services. The first call the man was very rude and short. I gave him my reservation number 1wxb70. He asked several more questions that I answered but then he wanted the name of the ship. He said we cant go any further if you dont know the name. I said well Im sorry I dont know the name of it. He replied with a laugh and good grief you dont even know the name of the ship. He was very ugly. I hung up on him. I called back and got someone else well she wouldnt change anything for me. So here I sit without changing my dates of my cruise. Im too scared to call back. These 2 people shouldnt have been so rude to me it made me feel very stupid. If there is anything someone can do to help me please email me at [protected]@gmail.com. Thank you!...Kara Fortier

Upon attempting to pay our (VIFP Club #[protected]) final payment on our August 16th Horizon cruise (booking 9VL4S9), we were notified it was cancelled for non-payment without notification. A smug, dismissive supervisor advised us on Friday that we were notified via email, but the last email we received from Carnival was on May 12th, advising us of 96 days until our cruise. He also advised that we would receive a call back from a manager, which has yet to occur.

We are new to Carnival and took our first cruise in 2015. This would have been our third cruise in such a short time and we thought that Carnival would be our one-stop-shop for future vacations. We even had family members join us on our 2017 cruise. Three cruises in less than four years must lead you to know the number of potential cruises and vacations we have yet to plan.

In addition, we always book excursions, spa treatments and beverage packages. As a new and loyal customer, I was very surprised that one of your supervising agents neither had the authority nor the correct attitude to assist us.

We asked for our cruise to be reinstated at the same price, without penalty and your agent was smug and less than helpful. We previously paid a $368 deposit, $650 payment, and another payment of $800 for Balcony Cabin 8298. We were reimbursed $1300 to our credit card on June 21. In addition, our Cheers package and Spa treatments were reimbursed at full price. We would like the cruise reinstated at the original price, including the pre-paid travel insurance.

Although, we missed the final payment due to a death in the family, we were not notified that the final date was approaching or eminent. We were also not notified that the cancellation occurred. Personal emergencies like ours, death in the family, do occur and at times, customers rely on communication from companies like Carnival. Carnival failed us.

We are fully capable of paying this cruise in full, but your agent was unwilling to assist us in a satisfactory manner. I can be reached at [protected]@aol.com or via cell phone [protected].

Heather Pillsworth

i went online to cancel my cruise due to unforseen circumstances, When I cancelled, it said I would only be charged 196.00, After I cancelled I called carnival cruise to verify that it as cancelled because I did not get a conformation number, When I spoke with the lady she said I was only being given back 200. 00 of the 684.00 that I had paid. That is not what the website told me when I cancelled, I should have gotten all but 196.00 back that the the carnival cruise line website told me I would, The lady said on the phone that it was the insurance that we took out on the cruise that i was not getting back, How can I be charged for insurance that I did not even use? This is false advertisement and I deserve all my money back except the 196.00, which it the total amount I was told on the website that I would be charged, My contact information is, Cell # [protected], Email, [protected]@yahoo.com