Carnival Cruise Lines reviews and complaints 2
View all 1282 complaintsCarnival Cruise Lines - Carnival paradise
My name is Edgar Saul and we booked a cruise for February 20th to the 25th on Carnival Paradise. Five days before the trip on Feb 15 between 1:30pm and 2:30 pm my wife Valencia Saul contacted the cruise line Carnival and spoke to a representative about the copy of the birth certificate for our daughter Taylor. She originally called to ask about postponing or a refund for
the trip afraid that the documents we had weren't enough but the representative assured her that it was. The copy we had was copied on paper that read void all over it for security measures and we wanted to confirm that it was acceptable, the representative said yes it is and would be able to board the ship without a problem. We submitted and had processed passport applications back in December but did not receive it in time so we were concerned.
My wife Valencia my two kids Elijah and Taylor and I flew in to Tampa waited in the airport for five hours arrived at the ship and upon getting our boarding passed was denied access because customs said our documents for my daughter was not acceptable. One of the boarding agents gave us a card around 2 pm with your customer service number, we called it and that rep read out loud a list of documents sufficient for boarding and stated he didn't see anything saying a copy on paper with voided printed paper was not acceptable.
The boarding agent and her supervisor said there was nothing else they could do for us and proceeded to fill out paperwork for the retrieval of our luggage. The boarding agent asked if we would be leaving our 11 year old daughter behind and continue with our trip, we were overwhelmingly appalled and also said we could be fined $1200 if they let us get on the ship. Our family was devastated at that moment our eleven year old hurt and unable to have a week vacation on Carnival Paradise. Your staff could care less about our eleven year old daughter's feelings and cared more about a so called fine of $1200. A billion dollar industry. We hope this doesn't happen to other families and hope that was $1200 well spent.
Desired outcome: We would like a refund for the miss information devastation my family and I endured and absolute heartbreak.
Replied
Carnival Cruise Lines - Refund
Due to health issues and the recent on going scare of Coronavrus my sister's and I had to cancel our Cruise on the paradise
D22PG3
As we were not expecting in a million years we couldn't take this trip I unfortunately did not purchase insurance.but we would love to cruise with you in the future
As we are too efficient and always pay in full we have a penalty for cancelling..
We are begging you to please understand our position and cancel our penalty as we really want to cruise together 3 sister's in the future
Sincerely Elizabeth Lawson
The complaint has been investigated and resolved to the customer's satisfaction.
Good afternoon Ms. Bettie Lawson,
We are sorry to hear you and your sisters will not be sailing tomorrow on the Carnival Paradise BK #D22PG3. Since the travel restrictions have gone into place in respect to COVID-19, all of Carnival Cruise Line’s ships have been cleared to sail multiple times and there have been no operational cancellations. Since there are no identified public health issues specifically related to our operations, our ticketing and cancellation policies remain in place.
It is for reasons such as these that we offer the Carnival Vacation protection plan although not all claims are payable it does carry a cancel for any reason which provides a 75% future cruise credit of the amount of the cancellation charges assessed.
Please note this is an open forum and we do not respond via this open forum to any inquiries regarding cancellations charges.
Regards,
Guest Administration
Buyer beware! I would not give you a refund either. Read the cruise contract.
Latest Carnival Cruise Lines Reviews
Carnival Glory Scammers Carnival 3% service fee charged to casino players using credit money on carnival casino players tables Health Issues on board Carnival "FREEDOM" 5-day Cruise: Sept 29, to Oct 3, 2024 Poor cruise experience due to lost luggageGiving a Voice to Consumers
At ComplaintsBoard, we know how real consumer issues matter. Our platform is a special place for honest opinions, where people share their reviews openly and honestly, whether good or bad.
Our team checks each complaint or review thoroughly to confirm that each one comes from a real customer experience, keeping our platform trustworthy.
We're totally cool with complaints, as long as you've got some evidence to back it up. Whether it's a photo, a detailed story, or documents, providing evidence makes your complaint more believable and helps others make smart choices.
ComplaintsBoard is more than just a place to share complaints; it's a community where we talk things out fairly. We welcome reviews that not only point out problems but also mention any positive experiences, giving a balanced view.
We're dedicated to providing a fair and unbiased platform for all complaints. Every complaint is important to us, no matter what it's about, ensuring your concerns are heard and respected.