Carnival Cruise Lines reviews and complaints 1
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Carnival Cruise Lines - Booking and customer service
My booking # is WZ6PH6 and I had to cancel my cruise because my husband lost his vaccination verification. When contacting the Carnival customer service after holding for 1 hours, the customer service repr Destiny keep me on hold for another hour only to transfer me to someone else after I asked her name. She appeared to not know the answers to any of my questions about refunds, credit on another cruise. I was then transferred to another representative who stated she could not assist as well. The total time of these calls were 2hrs and 45 min. On 4/6/22 I called again as the $100 was still held on my card when I was told it would drop off and then I inquired about the return process placed on hold for about an hour, then was told I was being transferred to resolution person but instead was resolution queue, another 30 min. hold. The process was better explained by supervisor. I am so disappointed in Carnival's customer service that I am not sure I would book another cruise with this cruise line. I would like my full refund and hope customer service gets better. Hard to believe that reprs would not try to work with customer to get another cruise booked. Very disappointed.
Lisa Smith
Desired outcome: I would like a full refund for my cruise.
The complaint has been investigated and resolved to the customer's satisfaction.
We are truly sorry to hear that our level of service when you contacted us regarding your booking was not as you had hoped. We strive to give all of our staff the best training possible when they are hired and they do attend recurrent training regularly. We want you to know that the issues you experienced are not typical of our service and commitment to our valued guests such as yourself.
As part of our ongoing process to improve our product and services, when a guest takes the time to contact us, we listen and take notice. We take guests’ feedback (good and bad) very seriously. So, thank you for taking the time to give us your feedback. Your comments have already been shared with the appropriate department managers so the necessary corrections can be made moving forward and for future improvement.
Unfortunately, we are unable to honor your request for a refund. Although we sympathize with your situation, it would not be fair to provide a refund of your cruise fare when other guests purchase vacation protection as a safeguard against unforeseen circumstances such as this. That said, the taxes, fees and port expenses have been released to the original form of payment and we kindly ask that you allow 5-7 business days for processing.
Thank you for your understanding. We hope you will once again consider Carnival when making future vacation plans.
Carnival Cruise Line
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