Carnival Cruise Lines

I booked a cruise on the breeze for my birthday and unfortunately I had to cancel. They told me have I a free cruise but pay 200 to keep my room and of course port charges. But when I canceled there was no refunding the 200. They were going to give me an on board credit upon getting on the boat. It just seems like bad business to continue the charge when you have to cancel for unforeseen reason.

Hello,

I am not complaining, we had a trip planned for our 10 year anniversary. On the way to the airport my husband received a call from his mother that his grandmother had fallen, he is very close to her. With not knowing how she would handle it, he choose to say home to be by her side. So I proceeded to attend the cruise by myself. I had a great time, however I spent it alone. I was just wondering if we could maybe get some form of credit so we could plan another trip together. We want to go on the Horizon ship on our next vacation. Please let me know if you can help us out, I would really appreciate it so much. Hope to be on a ship soon, next summer we will have money to go again, any help would be great. I can be contacted via email [protected]@swirecc.com M-F 9-6pm, [protected].

VIFP #[protected]
My family and I went on a cruise out of New Orleans on Carnival Glory, we boarded the ship just fine. We went to our rooms and noticed that it was very hot, we then went to customer service desk and requested a fan, the lady at the desk gave us a hard time and said we could only get a fan if there was a medical issue. Finally, we let her know that my wife did take medication that affected her and that we needed the fan to keep her cool. She finally said they would bring a fan to our room.

We then went to the Main Dining Room to see where our table would be at dinner, they showed us our table and it was a table for 4 people...there are 5 people in my family. We explained to them that this was not going to work, they insisted that it would be fine. Well it was not fine, we sat there and there was not enough room for our food and no room under the table for our feet, everyone was stepping on each other. The next day I went to guest services for the second time, they told me that I had to talk to the MDR staff, so I did and they would not help. I talked to 4 different people on different days and no one would help us get moved. We sat cramped every night at dinner.

In the MDR we also experienced very poor service, most nights they didn't take our order for 30 minutes and we didn't get out food for over an hour. It should not take almost 2 hours to go eat dinner. I understand there are many people to serve but on our last cruise we didn't wait and we were done in an hour or less, our waitstaff was very attentive and interacted with us a lot. This time they didn't interact with us at all. Not very fun at all.

When we went to shower the drain would not drain, we had to use the beach towels in our room to soak up water that overflowed out of the shower. I called and let them know they said someone would be right there. After 90 minutes i visited guest services again and she said that someone would come that night. Well the next time we showered the drain did not work still, I visited guest services again, and again she said someone would come. They finally did come to the room and used a plunger to try and make the shower drain, but the next time we used the shower it overflowed again.

Most nights the shower water was so hot we could not even step in to use it. I have experienced cold water but never water so hot you couldn't stand it, and there was no way to turn it down any more.

We were on deck 6 forward, the hallway from day one close to the elevators smelled like sewage. I am not sure what was going on but it smelled so bad everyday it was hard to walk down the hall without getting nauseous.

After spending over $6000 for this trip it was very disappointing that when we brought issues up on the ship that noone could really help, people said they would help but nothing happened. I would like someone to respond and at least attempt to give some sort of concession for all the problems we had.

If this was our first cruise experience it would have been our last. This trip was horrible.

My family cruise was 07/28/19 from port Everglades for 6 days. We had 43 guest in total however 6 guest did not make the trip due to airline mix up. The time we picked on the airline was after the cruise would have sailed, an error on our part, however the computer would not let us register because it recognized the problem, so my son called Carnival on Wednesday 4 days before the cruise to find what the problem was. She did not tell him the problem she just did an over ride. Upon arrival at security, I asked the young man what I needed to do so that my family could meet us at a different point on the cruise, he said he had to speak with his manager. he came back and asked us for the names and rooms numbers for the manager which I gave him. After a while he returned and said they would hold the rooms. On Monday after I realized they were not able to make the cruise, I went to guess services and request that my family who was suffering from Cancer be put in one of the rooms because it had a balcony, I was told the rooms had been resold therefore my family were not able to enjoy better rooms. I had members of my family with 3 and 4 persons in a room that I wanted to use the rooms to be more comfortable. therefore I am requesting a refund for Cabin 6395, for 3 persons, Cabin 9317 for two persons and Cabin 6459 for 1 person. The names are Xavier, Walter, Ava, Keith, Alisha and Mason McNeill. This was our family 2nd cruise with Carnival, In 2017 we had 55 persons on a cruise and we hope to continue cruising with Carnival. Your prompt attention to this matter will be greatly appreciated. Thank you.

Good afternoon,

I am planning to cruise on the Carnival Conquest ship on August 17th-24th. Along with that, I am a part of a group reservation. On Sunday July 28th, I called Carnival on the behalf of my friends in regard to an open availability on the ship that I saw online. They wanted to cruise with myself and our group, but it was on the stipulation that they would be able to receive the group rates that we had. I knew the group booking department was closed on Sundays so I proceeded to call Carnival to check if they could receive the group rates. This was all prior to me booking. At this moment I spoke with one representative who assured me that I would be able to receive the group rates and if we had purchased the cruise at that time, the group department would either reimburse them through their payment method or on-board credit. I was told to call the next day (Monday). After hearing this from a Carnival representative, we continued with the booking process online. I then called again after we booked because on the first call we had, the woman told me that there was an online on-board credit deal with interior rooms. I did not see the credit after we booked so I called in to make sure there wasn't anything that was missing. I was informed that the deal was only for select cruises, but before ending the call, I asked about the group rates again and I was told the same exact thing that the prior representative told me (I would be reimbursed either through my original payment method or on-board credit). Hours had gone by and I had looked at my friend's booking and realized that it stated "two twin beds" on the booking screen. I was a bit confused by that because there were going to be 4 people in the room. I wanted to make sure there wasn't only going to be two twin beds in the room, so I called Carnival for the third time that day. I spoke with another representative and she clarified that the screen doesn't depict the actual room set up. I wanted to continue to reassure my friends that they would get the group rate so I then asked her about the group rates as well and once again, I was told the same thing that the other two representatives stated (I would be reimbursed either through my original payment method or on-board credit). After speaking to three Carnival representatives who gave me the same exact information, I felt confident that when I called the group department the next day everything would go smoothly. On Monday July 29th, I called the group department as instructed and was told that I would have had to book the cruise through them in order to get the discount and all they could do was link the dinner times. The cruise was sold out at that point so booking through them wasn't an option. Confused why three Carnival representatives consistently gave me the wrong information, I called Carnival and got transferred to the Escalation team. I spoke with a gentleman by the name of Maurice and voiced my frustration about confirming the same information with three Carnival representatives and it being the wrong information. I told him how I booked this cruise with the reassurance that I would be able to receive the group rates and get some form of reimbursement. He apologized and stated that they didn't have the authorization to do that and there was nothing he could do. I was told that we could cancel the booking, but that was not an option because flight, hotel and ground transportation arrangements had already been made. At this moment, I was even more frustrated with the false statements that were given because I did my due diligence in confirming with Carnival, only to find out that the information that I received and shared with my friends was inaccurate. I personally have been on three cruises with Carnival prior to this upcoming one and I've had a great time with no issues at all. I've also been in the customer service world and I know that if an employee, let alone three, gives false information, it needs to be addressed. At this rate given that it's their first experience, there should be some form of compensation for the inconvenience and inaccurate information on Carnival's end. I would hate to have this to be a significant part of their memory on their first cruise with Carnival. I am looking forward to talking to someone (who can actually address it) about this issue.

Thank you

Hi my name is David hernandez and have just came back from Carnival horizon July 27-Aug4 and just wanted to say what a disappointment it was that the sky ride wasn't open. I was really looking forward to that and was basically closed the entire week. It was never dealt with and never reopened. What a shame I wanted to take my cousin about that and we were talking about that ride before our trip. Oh well carnival has to resolve problems more while at sea.

I contacted Carnival Cruise this morning to see if we could upgrade our room to a balcony room! More money for carnival right. Well the customer service agent 1st told me I had to be transferred to another department to do so. Okay that was fine. She comes back on the phone and tells me she can make the update. That was fine as well. Then she tells me I can not upgrade my room because I booked under a promotion which i didn't. The difference was under a $100 to upgrade and we were willing to pay that. Then she comes back and tell me I can't upgrade because I already paid for the cruise in full and not in payments. I was not giving the option to put a deposit down and make payments when i booked our cruise so That was not a option for me. Then the agent tells me she can updated it but she will have to cancel our current booking and we would lose 75% $938 of our payment. Then she would have to rebook the cruise for the complete amount so we would be losing $938 just to upgrade to a room that was under a $100 difference. This is our 1st cruise with your company and it is for our honeymoon, but already we are not having a good experience with your company. If this is the kind of customer service we are going to recieve on the cruise as well we will make sure to never book carnival again. There is no reason we shouldn't be able to upgrade when the cruise is 3 months away.

I am writing to get resolution to an issue from 06/22/19. On 06/22/19, I woke up to an email cancelling my cruise because Vista propulsion issue. I do not understand "Why would Carnival (Vista) suddenly cancel a cruise for an issue they knew about since February 2019?" In the email, I was told they would process the refund and I used Gift cards for the cruise. My cruise had an individual booking number with my name but Carnival shipped the refund to a Group Leader. The Group Leader did not make my payments and Escalations assured me the refund would be mailed to me. If the Gift Cards were sent to me as they promised, we would not have any issues. If you check the booking you find numerous calls from me regarding the refund. Now there is $375.00 still outstanding for which I used a $500.00 Gift Cards: $375.00 on booking #3VVJ33 (SON) and $125.00 on my cruise (3VRS45) I'm told to contact the Group Leader. I've spoken to the Group Leader several times in which he states Carnival sent 3 different Gift Cards as follows: $2000.00, $1484.50 and $100.00. Although I've spoken to numerous Customer Care Agents, Escalation Agents and other departments, neither of them provided consistent information. It is very frustrating and very aggravating to talk to so many people and don't what to do or where to get additional information. The last person I spoke to Hilda (Escalations). On 07/26/19, Hilda called me to tell me again to talk to the Group Leader but he was on the line with me. No one took responsibility or Ownership of the issue for a One and Done resolution.
Therefore, I needed to find another cruise in that timeframe because I'd scheduled that time from work. Although Carnival provided a discount for another cruise, I had book a flight to get to the worst Ship ever (Ecstasy). We were plagued with sewage smell where we had to sleep someone else room. Then we dealt with Cold food and not so good food in the Dining Room so I ate on the Lido Deck each night. Guest Services wasn't very helpful nor did they care that we had to endure the sewage smell.
Below are the correspondences via Facebook Messaging:
JUN 20, 2019, 5:28 PM
I am a Senior Citizen on a fixed income that added Cruise cash and made my payments so it would not create a financial hardship. In July 2018, I purchased a cruise on the Carnival Vista in the amount of $1532.00. I made my last payment to them in October 2018 along with placed $300.00 for Cruise Cash. Due to excessive charges on a cruise, I decided to get a Cash Account that way I can control the charges. Apparently, Vista started having maximum speed issue since April and tried to correct it without losing money. As a business, once they found the cruise needed to be cancelled, they should have started pulling all cabins from different cruises from Galveston Port to provide to us to make it more convenient for loyal cruisers. They did not do that because they wanted more money. On 06/20/19, I received an email from Carnival stating the cruise was cancelled. They decided to provide a 100% paid cruise which is great. My cruise included, cabin, taxes, Vacation protection packages and gratuities. I feel everything on the Vista Cruise ship on 07/13/19 should be included in the Free Cruise. We paid according to their terms and conditions without cancelling. My family decided to cruise in the month of July because that is when we can all be together. Due to Carnival canceling he cruise, we have to find another cruise and pay out of pocket because will not allow us to use the free Cruise. That is Ridiculous! Every agent I spoke to this morning provided different information for the questions I asked...no consistent verbiage. The red flag for me was we needed pay again for another cruise where we have to fly out. This flight cost us $400.00 and some of us $1400.00. Therefore, the cruise they gave us isn't free. They have disrupted our work life, family life and created a financial hardship.
I'm very sorry Marie for the disappointment this has caused you and the family. Mary
JUN 25, 2019, 2:11 PM
R Recently, my cruise on 7/3/19 was cancel to propulsion issues. Carnival stated they would be issuing refunds for the cruise. We have a Group Leader and I'm told the refund is mailed to the Group Leader. I do not want my refund mailed the Group Leader especially since I pay for my cruise under my profile. Is it possible to have my refund mailed to me instead of the Group Leader?

Thanks for messaging us. We try to be as responsive as possible. We'll get back to you soon.

Hello Marie. If you give our Guest Solutions team a call at 1.800.764.7419, they will gladly look into this. - Shaneto them and was told the refund would be sent to the Group Leader

That would be all we could suggest Marie. I am sorry and wish we could do something for you here. - Shane
The only other suggestion would be to call back and ask for a Supervisor. - Shane
9:58 AM
After the cancellation of the Vista Cruise for July 13, 2019, Carnival started the refund process. I've been trying to get the last payment of $375.00 but have been unsuccessful. I was told by escalation they would send the payment to my address. When I called to confirm the shipment of the refund, I was told they sent it to the Group Leader. Group Leader states Carnival did not send a Gift Card for $375.00. I have been going back and forth for the while now. Carnival will not provide the Gift Card number nor will they check to see if has been redeemed. However, I did get some assistance from Hilda in escalations. Carnival keeps telling me to talk to the Group Leader but I'm told he did not receive it. I've left several messages for Leah Joplin in Group to call me. I cannot believe Carnival cannot cross reference the Gift Card refund and tracking number for a resolution. At this point, I believe Carnival have no intention of refunding my payment. This is why I needed to request assistance from Florida Attorney General Office

I've made every effort to resolve this issue so now I've had to involve different agencies for assistance.
I want my $375.00 release immediately or documentation for the issuance of the Gift Card, tracking number, gift card number with any other information. I've spoken to everyone I could talk regarding this issue but still do not have a resolution.

If there are any other questions, please feel free to contact me @ [protected].

Sincerely,
Lannie Arrington

My adopted daughter and I were booked for a cruise Aug 1, 2019, She went into the hospital suicidal on July 18, 2019 for the 3rd time (she wanted to stab herself to death or throw herself over a balcony). She was in 3 hospitals that one night-- The hospital discharged her Aug 26, 2019 because they cant help her and she has to go to a residential treatment center to help her with PTSD. She has to go to further treatment--she is on a waiting list.

On July 21, 2019 I called Carnival and told them that I had to cancel my trip due to the suicidal situation and I wanted a credit for both of our cruises. They told me they will refund the port taxes to my credit card and then give me a full credit for both of our cruises for a future visit once I email them documentation from the hospital. I asked if i could provide the info first but they said no, said you have to cancel first. So--I trusted them and cancelled our trip. I immediately sent them the hospital note showing she was in the hospital and a letter that her EMDR therapist specifically wrote to Carnival suggesting we dont travel due to Rita's saftey.

"Guest Administration Coordinator" Cheria Walden at ph#800-438-6744 ext 70450, icare@carnival.com replied and said she will only give us a refund for 50%, not 100%. She didnt care that my daughter needing more treatment has prevented either of us from going on our cruise. CHERIA WALDEN DIDNT CARE AT ALL. I emailed her 2 times to reconsider and she absolutely refused. I asked her to provide me contact info for the CEO or anyone above her and she never responds

For our Cruise trip we bought pictures trough the company of different events. The app tells us that the pictures are downloaded but it wasn't.
I have sent e-mail to tell them about this but haven't received any answer about this.
I would really like to receive those pictures as soon as possible because they will be deleted without us receiving them.
Our cruise date were from 13th of july to 20th on the Carnival Breeze leaving from Orlando

All of a sudden my password and email did not work online. Had to set it up again. I had 3 booked cabins on two different dates. Lost my booking number. They would not help me without a pin number. Finally found my booking numbers but they still could not find my cruise. Angry and called again. I wanted my booking to show online. The 2nd customer service agent sent me to technical support which was closed for the day. I myself was able to finally figure out how to get my booking to show up online with no help from the stupid agents who were supposed to help. There has got to be another way to help a customer find their cruise! I told them I do not remember ANY pin number that was supposed to be given to me.

Last time I cruise on Carnival.

7/25/2019 booking #8QHT53

I contacted Carnival Cruise this morning to see if we could upgrade our room to a balcony room! More money for carnival right. Well the customer service agent 1st told me I had to be transferred to another department to do so. Okay that was fine. She comes back on the phone and tells me she can make the update. That was fine as well. Then she tells me I can not upgrade my room because I booked under a promotion which i didn't. The difference was under a $100 to upgrade and we were willing to pay that. Then she comes back and tell me I can't upgrade because I already paid for the cruise in full and not in payments. I was not giving the option to put a deposit down and make payments when i booked our cruise so That was not a option for me. Then the agent tells me she can updated it but she will have to cancel our current booking and we would lose 75% $938 of our payment. Then she would have to rebook the cruise for the complete amount so we would be losing $938 just to upgrade to a room that was under a $100 difference. This is our 1st cruise with your company and it is for our honeymoon, but already we are not having a good experience with your company. If this is the kind of customer service we are going to recieve on the cruise as well we will make sure to never book carnival again. There is no reason we shouldn't be able to upgrade when the cruise is 3 months away.

I will never buy there drink package again, I watched them make my cocktails, they give a quarter shot or less per drink. I got where I just ordered a shot. Why be cheap when you are making good money and making your customers happy. My wife and I went with two other couples, no one was happy with carnivals drink package, none of us will purchase this package again

There was a bad sewage smell in my cabin and the ship but they could not resolve the issue. Some of the guest services representatives are very however I talked to a few that were rude and condescending. They made us feel as if we caused the sewage smell or did not know what we were talking about. I've been cruising with Carnival since 2003 and enjoy each one until 2017. Since 2017, the representatives, treatment and condition of ship went from excellent to very poor. Carnival was known for great cruises, good customer service and fun-gastric adventures and I was so excited about the cruise.
My Vista cruise was cancelled so we had to schedule another cruise that include flight cost. Carnival did tried to resolve the issue and I do appreciate everything. I am so frustrated because the refunds from the Vista cruise was so messed up.
All and all I do like cruising with Carnival but should re-evaluate hiring practices and condition of the ships.

Recently our son attend a 8 day carnival cruise along with another family. On the last night he was on the elevator along a several friends he met. Another couple enter and upon their exist the male ( intoxicated) looked back and shouted to our son and his friends " Do you have something to say". Shocked, our son didn't respond. As the elevator door opened, the male started to leave. He stopped spit on our son then sucked punched him. Started to leave again spit on the girls. Jumped on our son and began to beat him. Our son laid on the elevator floor the man jumped on him and began to choke him. Everyone was in shock over the situation. Our son was unconscious the continued to punch and shout racial slurs and marine, marine, marine. He finally left and our son was carried to him room. The ship's captain was notified and medical treatment administered. Carnival's attitude was every nonchalant as if this was a common occurrence. They explained the have no way or facilities of holding someone so they couldn't endanger someone else. They did speak with the man and he admitted causing facial damage. However nothing was done. Everyone is now I traumatized. Not to mention the bills we have incurred.

What is the cruise lines policy regarding a passenger fighting and beating another while on the ship in front of others for no apparent reason.

I was set to embark on my first cruise on board the Carnival Breeze. Leaving Canaveral on 9/7/19 returning 8 days later. Due to medical reasons, I've had to cancel. My issue is the penalty of $509.00 dollars. I would be receptive to you granting a Carnival credit for a future cruise. Please give this your consideration!
Reservation info: Rick Israel, State Room 2375, Booking Reference 8SCX86.
Best Regards
Rick Israel
[protected]@aol.com

I just saw your ceo on tv. Reminded me what a terrible cruise I took my whole family on for my 65th birthday. I'm sure no one will respond but my good hard earned money was flushed in the toilet. The pool was not even a pool . Food was not good. Lots of noisy kids and when I would complain no one cared on the ship . Seeing the ceo on tv boast about your cruise line stirred up bad memories

My name is Oscar Mosley I was booked on Carnival Pride two rooms. My booking numbers are: 5WXK09 and 5WXH94. When we arrived at ship I was asked for my birth certificate which I did not have. I did have a federal compliant Delaware drivers license, which was not accepted. I was never told that I needed a birth certificate to board the ship. My bags were gathered and brought to me and I was told to go home. The lady that handled this said she would reimburse me for parking, I still don't have the money in my account. I am requesting new booking tickets on the next sailing or a full refund.

Check Cruise critic about the mashed potatoes only one night in the buffet. Carnival what is your problem.? All other cruise lines have them every day. The chef on one Carnival ship told me something very stupid. We do not have them every day because not many people eat them. That is the most ridiculous answer I ever heard. On other cruise lines they are constantly refilling them. How stupid. What is the problem? I have been a Diamond member with Carnival for a long time now and no longer will cruise a lot with them because of this. That may sound stupid on my part. But I also go on a cruise to enjoy the food. Yes you can get them in the MDR. We stopped going to the MDR long ago. Most of the time it is the same food in the buffet and you can just get up and get more. No waiting. Why is it such a problem to have mashed potatoes on the buffet every afternoon and evening. Not everyone likes a baked potato or rice with turkey and other food.

The carnival conquest left without us. Our flight to florida was delayed 4 hours and the ship would not wait. When i called carnival they said it was up to us to meet the ship at one of the ports and "good luck". They would not tell us where to fly to meet the ship at the first port, grand turk. I called at least 5 times and asked for help. We weren't the first people to ever miss the ship, but they acted like we were. We managed to figure out on our own how to get to the ship after a few hours on the internet and many tears. We stayed 2 nights in florida and took 2 planes to get to grand turk. It cost over $800.00.

After the cruise, carnival admits they have a department that could have told us where to fly, but for some reason i was not transferred to it. They would not pay for any part of our expense because our travel agent did not book the airfare through carnival. I asked for a partial refund or credit toward a future cruise. They said no.

We will never cruise on carnival.