Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/24/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business has not tried to resolve my issues and have not contacted me back after so many emails. We were badgered and questioned from the time we walked in the door after standing outside in the heat for 3.5 hours. We got inside and there was so many people telling us so many different things like none of the workers were on the same page. They wanted us to give every piece of paperwork but wasnt asking no one else for anything. Then after pulling up everything they told us we had 8 mins to go take a Covid test. We got to the Covid line and it was around the building then one of the workers lied saying we didnt have proper documentation when we did and now customer service is trying to tell us that there is nothing they can do because of the forms the last filled out. It was my 10 year anniversary and carnival and their workers ruined it.

  Business Response

  Date: 05/25/2022

  BBB COMPLAINT # ********
  CARNIVAL BREEZE 04.30.2022
  BOOKING # V28GB4 # V28GB2
  *************************
  
  To whom it may concern:
  
  Thank you for the opportunity to respond.
  
  First and foremost, wed like to thank you for choosing Carnival Cruise Line as your cruise provider.
  
  Were sorry to learn that you were unable to sail aboard the Carnival Breeze with your family. We know that you were looking forward to your cruise and we empathize with your disappointment over having to miss your vacation plans and we have responded to your request :GRPR-SS-BR-05242022-3 CARNIVAL BREEZE 04/30/2022 V28GB2 **** and V28GB4 9378
  
  The ********** of ******** Security requires all guests to present a *****compliant document in order to board the ship and Carnival is obligated to enforce this requirement.
  
  https://www.carnival.com/help?topicid=3409
        Note: Denied due to not bringing proof of citizenship birth certificates,passports etc. Traveling with 4 minors
  Domestic Cruises
  For cruises that begin and end in a *** port,the following *****Compliant Documents are acceptable for cruise travel. These standard forms of documentation will enable the ********** of ******** Security to quickly and reliably identify a traveler. If a picture I.D. is not affixed to the *****compliant document, a picture I.D. is required (a valid, unexpired government-issued photo I.D. for all guests 16 years of age or older). If the cruise includes air travel to or from ******, a valid, unexpired **** passport is required.
  
  **** Passport
  Passport Card
  State Enhanced Driver's License
  Certificate of **** Naturalization
  Native ******** Indians
  
  We have reviewed your request for special consideration and regret that were unable to honor your request for a refund/cruise credit. We trust you understand that it is the guests sole responsibility to have the proper travel documentation during boarding and throughout the cruise.  Additionally, information on travel documentation is included on our website, in our edocs and on our On-line Check-in portal.
  
  Cancellation charges are standard industry practice and for this reason, we recommend our guests purchase Carnivals Vacation Protection Plan as a safeguard from financial losses of this nature.
  
  We know this is not the answer you were hoping for and apologize for any further disappointment.
  
  Thank you for your understanding.
  
  Kind Regards,
  Carnival Cruise Line

  Customer Answer

  Date: 05/25/2022

   
  Complaint: 17249376
  
  I am rejecting this response because:
  I did have the correct paperwork needed to board the cruise and the worker was not listening to anything said and typed up what she wanted to regarding this matter.
  Sincerely,
  
  *************************

  Business Response

  Date: 05/28/2022

  BBB COMPLAINT # ********
  CARNIVAL ********************************************************************************
  
  To Whom It May ********************* you for the opportunity to respond to our valued guest.
  
  We understand that our valued guests were hoping for a refund or credit. The ********** of ******** Security requires all guests to present a WHTI-compliant document in order to board the ship and Carnival is obligated to enforce this requirement and the reviewed documents were not sufficient.
  
  We are truly sorry things didnt work out as our guests wouldve liked; however, our position remains unchanged and we are not able to offer compensation.  This statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line 

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17249376
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   They are telling lies and scamming people those documents were presented and the workers said they over booked the ship and thats why they were pulling certain people out the line. This was because of a Covid test not any missing documents.

• Initial Complaint

  Date:05/23/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was going on a cruise with carnival cruise, I had to cancel because my dad had *** Gehrigs disease! the young lady told me that Ill get my money back $300 her name was *********************** I spoke with her on 2/13/19, I sent in a letter to let them know that my dad had *** Gehrigs disease and I have to be there for there for my mother!! I spoke with customer service on 5/23/22. Billing sent me an email On 5/23/22 say theyre gonna give me a credit for further cruise and it expires on 8/23/23 for $150.00 I do not wanna travel I want my money back thats what I was told! Coronavirus is not over thats why I dont wanna travel I just want my $300 back not $150. They sent me the email at 12:37 PM booking number 2ZPB62- V23 this is the cruise information numbers: GRPE-SS-SE-02-19-2019-1. Im not satisfied and I want my money back please $300 its been a long time I never wanna go on a cruise on this cruise line this is 2022 to long! Please help me this air this cruise line do not keep their word my mother is still suffering over her husband who had *** Gehrigs disease. Thank you

  Business Response

  Date: 06/08/2022

  BBB COMPLAINT # ********
  CARNIVAL SPLENDOR 01.19.2019 
  BOOKING # 2ZPB62  GRPR-SS-SE-********-1 
  ****** Miller 

  To whom it may concern:
  
  Thank you for the opportunity to respond.
  
  We are sorry that ****** was unable to sail with us onboard the Carnival Sensation 01.19.2019 and the guest chose not to purchase Carnival Vacation Protection as part of their cruise package; however,as a good will gesture we did provide a 50% *FCC (future cruise credit) to redeem on a new sailing within 24 months we did not pause operations until 03.15.2020.
  
  Additionally, we made a final exception to extend the offer to redeem the $150.00 future cruise credit on a new booking made by 8.23.2022,we returned to operations 07.03.2021.
  
  When we review a reservation to consider if we are able to offer compensation, the compensation is always extended in the form of a future cruise credit. Our original response was a sincere effort to address our guestsrequest and an additional exception made.
  
  That said, we have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line

• Initial Complaint

  Date:05/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ship: Carnival Paradise Sail/Return Dates: May 12- May 16 Depart: ***** Booking Number: V54ZN1 I am writing to file a formal complaint regarding my stay on the Paradise Carnival Ship. I would first like to begin by saying we had a wonderful time aboard the ship and enjoyed the activities, food, and fun. Unfortunately, beginning on Saturday morning I began to suffer from small bite marks that were set in a pattern, red, and raised. At first, their were only a few so I did not resort to panic and carried on with my day. The bites progressed into leaving the ship on Monday morning and I began to feel very concerned at the airport as I looked at the progression of bites on my body. I did not report to guest services for the reason of bed bugs did not cross my mind as I have never experienced such thing. The situation did not become as severe and uncomfortable until leaving the ship, as I noticed the bites increased drastically Monday morning. When arriving home in North Carolina, I checked my cloth suitcase for any bugs and found a small ***** bug and threw the suitcase away immediately. Unfortunately, prior to finding the bed bug my luggage was leaned up against my bed and placed on carpet. I understand our bags may have been transported and stored with others during our cruise; therefore, increasing a risk of bed bugs. I am now inconvenienced with taking protocols to protect my house and bedrooms. I have consulted with a doctor who has stated my bites are likely from bed bugs and I have attached the letter below, along with pictures. I would appreciate working together to solve this problem and have alerted ***** Services via phone to alert the ship. Leaving a vacation should feel relaxing and refreshing, instead I am suffering with extreme itchiness and discomfort as well as the financial burden of ensuring my home is free of bed bugs. I would like to resolve this situation together, prior to involving any third parties.

  Business Response

  Date: 05/25/2022

  Thank you for contacting us about ********************************* cruise aboard the Carnival Paradise.
  
  Were so glad ******************** chose to sail with us; however, it was disappointing to learn that their cruise did not live up to their expectations.
  
  Please accept this confirmation that Ms. ********* email has been received by our ********************* and forwarded to the appropriate area for review.  Due to the research required to properly address her concern, we kindly ask that she please allow us some time for our reply.
  
  Additionally,following our investigation with the ship, a reply will be sent to ******************** under separate cover.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  ***************************
  Guest *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  CIHK-SS-PA-05252022-1

  Customer Answer

  Date: 05/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sailing was on Carnival Sunshine on 4/30/22-5/5/22 with 2 rooms booked - reservation #W55HL7 and W55HL5. This should cover cleanliness, diversity , fairness and discrimination. 1. Check in process was exhausting for someone who had to park in handicap due to ankle injury and walk a country mile to get to building 324 and then continue several more check in points .2. The rooms where not clean at all and carpet dirty . I had room **** and **** just awfully disgusting . The bathroom floor in **** was so gross we had to lay down towels .3. On 5/3 ******* the room ******* had to call plumbing because our Toilet just started leaking and overflowing on its on . No one had used it or Anything at that time . Luckily she was close by and re ran out to inform her . She called plumbing right then and they never showed up . My husband fixed the toilet that night after we used other restrooms throughout the evening .4. Ordered room service and it was Not cooked thoroughly and was charged $11 for something that was cold and chicken very light in nature .5. Waiting on sea day brunch for 45 minutes to even get our order taken . Server not apologizing at all .6. Ship over crowded to say the least . Jam packed every where at all times . We hid on serenity at very top for most days because seats just had towels and no people in them .7. I have so many duplicate charges on my **** that Ive not had a moment to even inspect and keep up with those charges . Ill sit down and do this once back home today .8. I had to add the drink package because my sodas got confiscated but then brought to the room a day later after I asked guest services . It appears Im refunded back for the drink package .I can go on for days but this was exhausting . The lack of diversity in parties , shows and everything needs to be addressed . Nothing applied to me and then you had a comedian that only talked about Black Lives Matter and how we struggled and down played Girl Scouts

  Business Response

  Date: 05/25/2022

  Thank you for contacting us about ************************************** cruise aboard the Carnival Sunshine.
  
  Were so glad she chose to sail with us; however, it was disappointing to learn that their cruise did not live up to their expectations.
  
  Im very sorry to hear of ******************* dissatisfaction with the manner in which we addressed her issues and apologize that our genuine concern didnt make the impact it should have.
  
  In reviewing ******************* complaint, we see Mrs. ****** reached out to our ********************* on May 5, 2022, to express her concerns about her cruise.  On May 18, 2022, our ***** Care agent, ******,responded via email to make arrangements to call Mrs. ************* Additionally, the Carnival Sunshine was contacted to research ****************** concerns regarding her staterooms plumbing issues.  Per the Carnival Sunshines Housekeeping Manager, the plumbing issue was corrected immediately, and the work order was closed.  Housekeeping advised that Mrs.****** refused service for her entire cruise and the Stateroom Attendant met her every day and were not advised of additional issues with the toilet. 
  
  ****** spoke with Mrs. ****** on May 20, 2022 and expressed her apologies for ****************** overall cruise experience.  She advised Mrs. ****** that no compensation would be extended since a chargeback or credit card dispute had been submitted. Until the credit card company completes its investigation and resolves ******************* case, no further assistance can be provided regarding her concerns. 
  
  We are truly sorry things didnt work out as Mrs. ****** wouldve liked; however,our position remains unchanged and we are not able to offer her a refund of their cruise.
  
  It is always discouraging for us to learn that our guests have returned home disappointed.  We hope we have the opportunity to win back her confidence on a future Carnival cruise. 
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  ***************************
  ***** ********************** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-SH-05242022-3

  Customer Answer

  Date: 05/25/2022

   
  Complaint: 17223202
  
  I am rejecting this response because:

  the response is untrue and not valid . ******* who was the room attendant called for assistance on the plumbing and no one ever showed up . I stood there while she called and remained in my stateroom for close to two hours. We had to use the restroom in our next door stateroom . The response pertains only to housekeeping and does not address anything else . Yes I advised carnival of my chargeback with my credit card company and advised them I did this since they failed to reply . Im f they chose to handle this correctly we dont have to have to wait for a bank to investigate .carnival dropped the ball 
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 05/26/2022

  Thank you for contacting us on behalf of Mrs. ********* ******.
  
  We are sorry to learn of ******************* continued disappointment with our previous response.  Our team has carefully reviewed her request and our position remains unchanged.  We truly regret things didnt work out as she would have liked, but this is our final disposition on this matter.
  
  We appreciate her understanding.
  
  ***************************
  Guest *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-SH-05242022-3

• Initial Complaint

  Date:05/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***********************. As a gold card holder my experience with this company has been delightful up until my recent experience on May 16th,17th, and 18th 2022. I inquired about the cruise I booked for myself and husband along with a 1st year anniversary gift to a family member. After booking a balcony and a oceanview stateroom, I merged in a call to (Mr.&Mrs.*****)to have them booked with us since it will be their first cruise. Qumaira Zaaid assured we will have a great time and so did I. The process with the 3rd booking began. Later, I begun to wonder about the price that I purchased the staterooms . I spoke with the Clarks and they had a better deal then mine on booking a balcony. I began calling and to no avail no one could give me an straight answer or help resolve my issue. Tried two more times and still nothing. The phone calls I made trying to resolve the issue took time and my patience. The quality of service I received was ridiculously embarrassing . Theres a lot of errors need to be addressed and I would like an apology and an upgrade on these services. I greatly appreciate your response soon..******,X75xb2 ; X75xf4 X75zm1

  Business Response

  Date: 05/21/2022

  BBB COMPLAINT # ********
  Carnival Ecstasy 08.20.2022
  Booking # X75XB2  X75XF4 X75ZM1
  ***********************
  
  To Whom It May ********************* you for the opportunity to respond.
  
  We are truly sorry to hear that our level of service when you contacted us regarding your bookings, 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.
  
  On occasion, we will send private, targeted offers to a select group of guests based on specific criteria. Special targeted offers such as the one described are based on a multiple criteria and a number of factors,not just the number of sailings a guest takes. They may be due to ticket revenue, type of category booked, onboard spending, gambling spending (high rollers vs. casual gamblers), etc. Unfortunately, we are unable to advise how our offers are determined as it is based on a complicated algorithm.
  
  That said, each booking was created under the best available rate for the cabin category selected based on the offers available to the guests sailing in that cabin and no additional compensation is due.
  
  In closing, we ask that you not let this experience color all the fun that is in store for you when you sail with us.
  
  Kind Regards,
  Carnival Cruise Line

  Customer Answer

  Date: 05/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/18/2022 RE:Carnival Cruise (Unprofessional treatment by Carnival Cruise Line Employee)Booking NO. T76ZT6 Upon boarding for our cruise on May 8,2022 my wife ************************* was asked to present her passport and **** after viewing it the Carnival employee shouted out you have a big problem your **** is expired and you wont be able to board for your cruise. Several people overheard and it was quit embarrassing.I finally was able to explain to other employees who gathered around to view the I 551 Stamp which clearly states permanent resident status.Poor training, insulting, and humiliating remarks caused my wife to be very upset for her entire birthday cruise.We complained to ************* at the time of the cruise and they notated it although no one from Carnival has responded. We have also attempted to file a complaint with Carnival but have been unable to.She is seeking restitution for the price paid for the cruise.Your help in this matter is sincerely appreciated,****************************** **********************************

  Business Response

  Date: 05/24/2022

  Thank you for contacting us about **************** ******** cruise aboard the Carnival Horizon.
  
  Were so glad ****************** chose to sail with us; however, it was disappointing to learn that their cruise did not live up to their expectations.
  
  Im very sorry to hear of Mr. ******** dissatisfaction with the manner in which we addressed his issues and apologize that our genuine concern didnt make the impact it should have.
  
  In reviewing his complaint, we see ****************** contacted ***** Services regarding their embarkation experience on May 9, 2022. ****************** expressed his concerns regarding his wifes embarrassment when ******************* was advised incorrectly regarding her **** and eligibility to board the ship.  ****************** advised the embarkation agent was very loud and rude. Our ***** Services agent, ***** expressed her apologies for the ******** experienced and advised their case was documented.
  
  With that being said, we apologize for the embarrassment and discomfort Mr. and ****************** experienced at the beginning of their cruise.  We realize the importance of treating all guests with dignity and respect and regret the embarkation agent did not behave in this manner.  We have forwarded Mr. ******** comments to the appropriate management to enact all necessary improvements. 
  
  We are truly sorry things didnt work out as ****************** wouldve liked; however,our position remains unchanged and we are not able to offer him a refund of their cruise.
  
  It is always discouraging for us to learn that our guests have returned home disappointed.  We hope we have the opportunity to win back his confidence on a future Carnival cruise. 
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  ***************************
  ***** ********************** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-HZ-05242022-2

  Customer Answer

  Date: 05/24/2022

   
  Complaint: 17217717
  
  I am rejecting this response because:

  It was acknowledged that Carnivals employee was rude and poorly trained for the position assigned to her. If Carnival feels they don't want to refund the price of the cruise some gesture of compensation should be given considering the demeaning actions by their employee. 

  My family and friends have been cruising with Carnival for many years and were accompanying us on this cruise.

  If the apology in the form of some compensation is not received within ten days I'm sorry to say my family, friends, and I will be using another cruise line to vacation.

   

  
  
  

   

  Sincerely,
  
  *******************************

  Business Response

  Date: 05/25/2022

  Thank you for contacting us on behalf of *******************************.
  
  We are sorry to learn of Mr. ******** continued disappointment with our previous response.  Our team has carefully reviewed his request and our position remains unchanged.  We truly regret things didnt work out as he would have liked, but this is our final disposition on this matter.
  
  We appreciate his understanding.
  
  ***************************
  Guest *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-HZ-05242022-2

• Initial Complaint

  Date:05/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sister, ************************* booked a Carnival cruise for **** for the both of us on March 30th, 2022. Booking #: W37PG5 and the cost of the cruise was $819.65. Due to my health issues, we ALWAYS take the travel insurance, I am disabled. The cruise was financed through Uplift, phone # ************. Our account # ******** / ***********. We were to start making monthly payments to Uplift in May 2022.On April 29, 2022, ***** called Carnival to cancel this cruise. This is due to a financial hardship and health issues. Carnival advised that they would process the cancellation and forward the refund to Uplift.Carnival only refunded Uplift $621.64. Uplift is requesting 4 payments of $88.56, starting in May 2022.Since we had travel insurance and cancelled under 30 days, unsure why Carnival didn't refund the full amount of my $819.64. I contacted Carnival and was told that due to a $98 non refundable travel insurance and a $100 non refundable deposit, is why Uplift didn't get the full amount.Why with the travel insurance and not advised of the $100 non refundable deposit, we feel Carnival should pay Uplift the full amount due. We had to cancel due to a financial strain, we are unable to pay this $198. Thank you for your help and should you have any questions or need anything please, contact me at ************.Thank you *************************** *************************

  Business Response

  Date: 05/18/2022

  BBB CASE: 17214131
  Carnival Liberty  04.08.2024
  BOOKING # W37PG5
  **************************** and ***************************
  
  To Whom It May ********************* you for the opportunity to respond to our valued guest.
  
  Booking #: W37PG5 and the cost of the cruise was $819.65- This is true.
  Carnival only refunded Uplift $621.64 - This is true.
  =$198.00
  
  Why with the travel insurance and not advised of the $100 nonrefundable deposit, we feel Carnival should pay Uplift the full amount due. We had to cancel due to a financial strain, we are unable to pay this $198.

  IN RESPONSE TO THE ABOVE COMMENT:
  1)The booking was made on carnival.com 03.30.2022 by ************************* and clearly advises on multiple occasions that the selected promotion has a $50.00pp nonrefundable deposit
  2)The purchased Carnival Vacation Protection is nonrefundable, and coverage for cancellation and your cruise began when purchased on 03.30.2022 and premiums paid to the program Administrator, Aon Affinity.
  3)The Program Administrator can be contacted 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET) by calling ************ or ************.
  4)Uplift is a financing company and APR rates and payments are based between the loanee and the Uplift, not Carnival, and we refunded the amount of unused loan for the booking.
  5)Uplift may be reached 24/7 at ************ or by email ****************** regarding repayment plans for the $198.00
  
  Kind Regards,
  Carnival Cruise Line 

  Customer Answer

  Date: 05/18/2022

   
  Complaint: 17214131
  
  I am rejecting this response because this cruise was booked March 30th, 2022 and cancelled 4/29/2022.  The cancellation was under 30 days and what was the purpose of the travel insurance then? 

  I can't afford the cruise, that is why we cancelled. Now your expecting us to pay $198.00 -  for something we didn't get to use! 

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/21/2022

  We hope all is well.
  
  We are disheartened to hear that you remain displeased.
  
  While we certainly empathize with your position, we must respectfully decline your request for further consideration. Unfortunately, this is a case where we are unable to honor your request for compensation.
  
  We have acted in a fair and appropriate manner and at this point, we must let you know that our position is final.
  
  I extend to you my sincere apologies and leave you with my best wishes.
  
  Kind Regards,
  Carnival Cruise Line 

• Initial Complaint

  Date:05/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I booked a cruise with Carnival Cruise Lines. My Carnival VIFP Club # is: ********** and my wifes # is: *********. The booking number is TO6KN1. It was for May 9, 2022. I, *****, became ill ten days before the cruise was to begin. We purchased trip insurance when we bought the cruise. We filled out all cancellation papers as requested by Carnival.As of May 16, we have not received a refund from Carnival, nor have we heard from them!

  Business Response

  Date: 05/17/2022

  BBB CASE: 17206901
  Carnival Ecstasy 05.09.2022
  BOOKING # T06KN1
  Mr. ***** and Mrs. *************************************** Whom It May ********************* you for the opportunity to respond to our valued guest.
  
  We are truly sorry that our guests were unable to sail with us on May 9th and hope ***** is feeling much better; our records indicate that the reservation was canceled May 2nd and that Carnival Vacation Protection was purchased as part of the cruise package.
  
  All claims are handled by The Program Administrator which can be contacted 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET) by calling ************ or ************ and once a decision has been rendered they respond to you directly. If it is a refundable reason, the compensation is extended directly from Aon Affinity; otherwise a 75% Future Cruise Credit Certificate will be provided https://www.carnival.com/about-carnival/vacation-protection and we are confident that they are processing claims as soon as possible and like us, trying their very best and we appreciate the patience and understanding shown.
  
  Kind Regards,
  Carnival Cruise Line 

  Customer Answer

  Date: 05/25/2022

   
  Complaint: 17206901
  
  I am rejecting this response because:I still do not understand why our money is not refunded. My husband got sick. We could not go. We had travel insurance. Why do we not get a refund?  I can send all attachments if you wish! ***************************** for
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/28/2022

  BBB CASE: 17206901
  Carnival Ecstasy 05.09.2022
  BOOKING # T06KN1
  Mr. ***** and Mrs. *************************************** Whom It May ********************* you for the opportunity to respond to our valued guest.
  
  We understand that our valued guests were hoping for a refund and we do not review claims and make the determination whether it is a payable claim. We do however, offer a 75% future cruise credit based on the cancellation charges, in the event the claim is denied by the Plan Administrator.
  
  We are truly sorry things didnt work out as our guests wouldve liked; however, our position remains unchanged and we are not able to offer additional compensation.  This statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line 

• Initial Complaint

  Date:05/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on a carnival cruise from ********* to ******* from may 8th thru may 15th. Booking number W60KN5. It was the worse cruise experience in my life. The boat shook non stop, the food was absolutely horrible, and the lines and the wait times were insanely long. Horrible cruise experience. I would like a refund

  Business Response

  Date: 05/18/2022

  Thank you for contacting us about ********************************* cruise aboard the Carnival Legend.
  
  Were so glad **************** chose to sail with us; however, it was disappointing to learn that their cruise did not live up to their expectations.
  
  Were regret to learn of Mr. ******* cruise experience.  ********* Services Desk is available 24/7 to assist guests with their concerns and to provide a prompt resolution prior to their departure from the ship. 
  
  With that being said, we do not see that **************** submitted a complaint onboard or requested assistance regarding his concerns. We sincerely apologize for his frustration regarding the food and long lines.  Our staff endeavors to provide quality dishes at the various food venues onboard. 
  
  Lastly,while all Carnival ships utilize stabilizers, their efficiency is highly dependent on varying factors beyond Carnivals control such as weather and sea conditions.
  
  We are truly sorry things didnt work out as **************** wouldve liked; however,our position remains unchanged and we are not able to offer him a refund of his cruise.
  
  It is always discouraging for us to learn that our guests have returned home disappointed.  We hope we have the opportunity to win back Mr. ******* confidence on a future Carnival cruise. 
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  ***************************
  Guest *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-LE-08152022-1

  Customer Answer

  Date: 05/18/2022

   
  Complaint: 17205814
  
  I am rejecting this response because:

  I made several complaints to the company about my cruise and never received a response from them. I would like a partial refund or a future cruise credit for such a awful cruise.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/24/2022

  Thank you for contacting us on behalf of Mr. ************************************** are sorry to learn of Mr. ******* continued disappointment with our previous response.  Our records indicate no email or correspondence has been received from **************** by our ********** Department.  With that being said, our team has carefully reviewed his request and our position remains unchanged.  We truly regret things didnt work out as **************** would have liked, but this is our final disposition on this matter.
  
  We appreciate his understanding.
  
  ***************************
  ********** Executive, ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-LE-05182022-1

• Initial Complaint

  Date:05/13/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a cruise on Carnivals Legend April 3,2022. Reservation number V42SZ5. I had several bad experiences that necessitated calling security 2 times about a noise issue. I also notified ***** Services onboard about the issue,nothing was done. Upon return from my cruise,I sent Carnival ***** relations several email's --sent 4/13/2022 and resent email again 4/20.2022. No reply as of this date.I notified uplift(the company who financed trip) about my issue nothing done to this date. I called guest relations again on 5/13/2022

  Business Response

  Date: 05/17/2022

  Thank you for contacting us about ************** ******* cruise aboard the Carnival Legend.
  
  Were so glad **************** chose to sail with us; however, it was disappointing to learn that their cruise did not live up to their expectations.
  
  Were very sorry to hear that Mr. ******* cruise enjoyment was affected by the actions of neighboring guests.  While the majority of our guests are well behaved, we understand that when we put people together of different ages and backgrounds, this can sometimes pose a challenge.  We realize we cant change peoples behavior, but we do agree that courtesy and consideration for fellow travelers goes a long way.  Please know that we do our best to enforce our policies to ensure maximum enjoyment by all.  We apologize that this was not evident this time around.  We are very grateful *************** took the time to provide his feedback. 
  
  In reviewing Mr. ******* complaint, we see he advised the ***** Services Desk regarding noisy neighbors.  Our agent,Angus, apologized for Mr. ******* inconvenience and stated no other noise complaints had been received near his stateroom.  Security was contacted regarding the noise issues.  Per Security, they were advised of inconsiderate neighbors on April 5, 2022. The issue was investigated, and no noise was present.  The area was monitored with no additional noise complaints.  ***** Services spoke with **************** that that same evening and were informed that the situation with the neighbors was fine.  **************** was advised to contact ***** Services should any further assistance be required. 
  
  We are truly sorry things didnt work out as **************** wouldve liked; however,our position remains unchanged and we are not able to offer him a refund of his cruise.
  
  It is always discouraging for us to learn that our guests have returned home disappointed.  We hope we have the opportunity to win back his confidence on a future Carnival cruise. 
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  ***************************
  ***** *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-LE-05172022-1

  Customer Answer

  Date: 05/17/2022

   
  Complaint: 17199330
  
  I am rejecting this response because: Carnivals answer is unacceptable to me. I will NEVER sail with Carnival Cruise Lines again.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/18/2022

  Thank you for contacting us on behalf of ***************************.
  
  We are sorry to learn of Mr. ******* continued disappointment with our previous response.  Our team has carefully reviewed his request and our position remains unchanged.  We truly regret things didnt work out as he would have liked, but this is our final disposition on this matter.
  
  We appreciate Mr. ******* understanding.
  
  ***************************
  Guest *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-LE-05172022-1