ComplaintsforCarnival Corporation

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been on 4 Carnival cruises. After today, I will not be on any more. We would be on our 5th but due to a misunderstanding about document requirements we are not. Misunderstanding regarding needed documents required. Says on the boarding pass that the printed boarding pass and a government issued photo is are required. Other travel documents may also be required. Nowhere does it say bring your birth certificate. If they did this wouldnt be an issue. I asked if we could be moved to a different date and was told cancellation the day of the cruise would result in a cancellation fee. I didnt cancel. Not only did I not cancel, Carnival is keeping approximately $3100 of what we paid for this cruise. This is as good as stealing in my opinion. This was a graduation cruise for my daughter and a birthday cruise for my son. We planned this with other families last year. To have it ripped out from under us with no willingness to work with us to reschedule shows what Carnival truly stands for. If someone is open to at least helping us out a little I will sail with them in the future. If not, not only will I not but I will not recommend them to anyone I know. Thanks for reading this and I would hope Carnival would have the dignity and professional customer service to reach out to me.

  Business response

  06/26/2024

  Thank you for contacting us on behalf of ***********************.

  I sincerely regret any inconvenience and disappointment caused by the misunderstanding regarding the required travel documents for his cruise.

  To clarify, the necessary documentation requirements,including the acceptance of a birth certificate accompanied by a government-issued photo ID, are detailed on our website. carnival.com/help?topicid=3409

  It is important to note that any guest without proper documentation will not be allowed to board the vessel, and no refund of the cruise fare will be issued. Carnival assumes no responsibility for advising guests of proper travel documentation.

  I understand how this situation has affected his plans,especially given the significance of this trip. His concerns are currently being reviewed for a possible solution.

  Once again, I apologize for his disappointment.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  **************************************************************

  Customer response

  06/26/2024

  I read the necessary documents. However, throughout these required document pages it gets confusing as it states that if you are embarking and returning to a US port that you do not necessarily need a passport or other travel documents that a drivers license and a boarding pass would work.  My whole point was if a birth certificate is this important it should be on the boarding pass letting people know that this is requirement. In the small print on the boarding pass, it says passport is recommended however it is not required. The boarding pass states that a government issued identification along with travel documents, which could include visas are needed. Nowhere on this does it state that a birth certificate is part of those travel documents. I would like to know when a birth certificate became a travel document. The staff at port said this policy changed after *****, however, I have not sailed since prior to Covid. We were booked for a cruise when Covid hit and ended up waiting till Covid shut everything down. I did not receive my complete refund on this voyage either. Both then and now we were really wanting to sail. Why would I not bring something that I knew I needed like a birth certificate. I paid all that money. It just does not make sense that I would deliberately forget to bring that. This is my point. When I sailed out of ******, ******* and ***********, ********* only a boarding pass and a valid drivers license was required.  I am not wanting a refund, I would like to still use this cruise whenever we can reschedule. I even told the carnival customer service that I would understand having to pay even some kind of a fee to move this to a later date. What irritates me is that I am literally, almost losing all my money on this cruise. This was a graduation gift for my daughter and a birthday for my son. We booked this with three other families to enjoy a graduation trip together. Why would I jeopardize this by not bringing something if I knew it was required?  Again nowhere on the boarding pass does it state that a birth certificate is required. On top of this like I said, my birth certificate is from ******** and not *****************. They basically told me at the port that even if I had my birth certificate I probably would not have been able to get on board. I had a valid passport and they would not accept pictures of a valid passport to get on board. There seems to be a lot of confusion verbiage throughout the travel document requirements. This is what was frustrating the most. I am a consumer, not someone who does this every day.

  Customer response

  07/01/2024

   
  Complaint: 21890494
  
  I read the necessary documents. However, throughout these required document pages it gets confusing as it states that if you are embarking and returning to a US port that you do not necessarily need a passport or other travel documents that a drivers license and a boarding pass would work.  My whole point was if a birth certificate is this important it should be on the boarding pass letting people know that this is requirement. In the small print on the boarding pass, it says passport is recommended however it is not required. The boarding pass states that a government issued identification along with travel documents, which could include visas are needed. Nowhere on this does it state that a birth certificate is part of those travel documents. I would like to know when a birth certificate became a travel document. The staff at port said this policy changed after *****, however, I have not sailed since prior to Covid. We were booked for a cruise when Covid hit and ended up waiting till Covid shut everything down. I did not receive my complete refund on this voyage either. Both then and now we were really wanting to sail. Why would I not bring something that I knew I needed like a birth certificate. I paid all that money. It just does not make sense that I would deliberately forget to bring that. This is my point. When I sailed out of ******, ******* and ***********, ********* only a boarding pass and a valid drivers license was required.  I am not wanting a refund, I would like to still use this cruise whenever we can reschedule. I even told the carnival customer service that I would understand having to pay even some kind of a fee to move this to a later date. What irritates me is that I am literally, almost losing all my money on this cruise. This was a graduation gift for my daughter and a birthday for my son. We booked this with three other families to enjoy a graduation trip together. Why would I jeopardize this by not bringing something if I knew it was required?  Again nowhere on the boarding pass does it state that a birth certificate is required. On top of this like I said, my birth certificate is from ******** and not *****************. They basically told me at the port that even if I had my birth certificate I probably would not have been able to get on board. I had a valid passport and they would not accept pictures of a valid passport to get on board. There seems to be a lot of confusion verbiage throughout the travel document requirements. This is what was frustrating the most. I am a consumer, not someone who does this every day.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Carnival Cruise Line Cancelled a Cruise I and my travel companion flew to ********** to take. They offered an Air Change refund of $200 per person. They are making it impossible to get this approved and checks mailed. Please read attached explanation. This has gone on for more than 6 months and is a very poor showing for Carnival Cruise Line ********************************

  Business response

  06/25/2024

  BBB COMPLAINT # ********
  Carnival Panorama
  Booking # X1D2N0
  Consumer: *******************************
  
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation.
  We know our success depends on our guests and we treat all reports of guest dissatisfaction very seriously. Please be assured, the goodwill of our guests is very important to us, and we are responsive to any problem that is brought to our attention. After review on your booking X1D2N0 we are still pending supporting documents, we need the original and new flights documents not the credit card statement.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cruise confirmation number (B4BM04)Carnival has a policy that allows you to bring 1 750 ML bottle of wine per passenger (there were 2 of us in the stateroom hence 2 bottles), We have caught cruises in various ports of the world, and the airlines don't allow you to have glass bottles in carry on baggage, Therefore, we put the bottles in our check in baggage assuming that this was OK. Carnival never said that the wine had to be in carry-on baggage when we verified the policy with a telephone customer service representative, Therefore we were shocked to find to find a note in our check-in-baggage that said our wine had been confiscated, and they had destroyed it. I complained to many carnival departments and they only offered to replace one bottle, and not two. Their attitude seemed to be ha ha you should have read the fine print, In short I was the victim of lousy customer service,

  Business response

  06/24/2024

  Thank you for contacting us on behalf of ***********************.

  I apologize for the inconvenience and frustration he faced regarding the wine he brought onboard.

  Our policy, as stated on our website, allows guests (21 years of age and older) to bring one 750-ml bottle of sealed/unopened wine or champagne per person in their carry-on luggage on embarkation day. This policy is designed to ensure the safety and security of all guests, which is why it specifically requires the bottles to be in carry-on luggage.carnival.com/help?topicid=2633

  I apologize if there was any miscommunication when he verified our policy with a customer service representative.

  Unfortunately, because the wine was not in his carry-on luggage as per our stated policy, it was confiscated and destroyed.  I see that our onboard team offered one bottle of wine as a gesture of goodwill.

  While I understand this has been a disappointing experience,I must clarify that no compensation will be provided. Our team followed the established procedures to ensure compliance with our safety regulations.

  I apologize for any inconvenience this may have caused and appreciate his understanding.

  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  **************************************************************

  Customer response

  06/25/2024

   
  Complaint: 21885541
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Carnivals rep did not mention the carry on requirement when I made the verification.  The majority of cruise lines return confidcated items.  Why did carnival have to destroy intact bottles of wine?

  Business response

  06/26/2024

  Thank you for reaching out again on behalf of ***********************.

   I apologize for the oversight during his verification process and understand his frustration regarding the lack of information provided by our representative.

  While some cruise lines may have different procedures for handling confiscated items, our policy necessitates we discard it in accordance with our safety and compliance policies.

  I understand that this does not change the inconvenience he experienced,and I apologize for any miscommunication he encountered when verifying our policy. While I appreciate his feedback and understand his frustration, we must adhere to our established procedures.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  **************************************************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The adults pool being closed for two days of an eight day cruise to answer your statement, were there other activities. No we paid a lot of money and wanted to use the adult only pool which by the way shouldn't be called a pool. It is extremely small. And two days of our cruise we couldn't access it at all and other days it was over flowed so we were very disappointed. And a credit for us towards a purchase of photos as a compensation is ridiculous. And as far as the spa issue where the tampon with bodily fluids on it was floating in the jacuzzi and how it was handled, yes I spoke with the Manger and she offered each of us $50 each credit to use in the spa and there is no service in the spa for this amount. I told the manger I would give my $50 credit to ***** to use for manicure and she said that was fine,However when he tried to use it at the spa that wouldn't allow it and we were billed to our room. All of the issues I have made you aware of you have passed the buck saying that Spa is a separate entity the casino is separate entity after several emails back and forth, I paid my money to Carnival and all of these services issues happened on Carnival ship but you refuse to take any responsibility,And the issues that were of Carnivals purview you refuse to do anything about. You are so sorry to hear of the issue we encountered with the drainage flowing into our cabin bathroom and the noise we endured from the ****************** above our stateroom. Then you reply to me - We aim to deliver a fun and memorable vacation experience and are truly sorry we did not meet your expectations. While we are working to ensure that issues of this nature do not occur in the future, we are unfortunately unable to issue compensation regarding this matter. I know this is not the answer you had hoped for, but regrettably, no concessions can be made in this regard. We genuinely hope you will give us an opportunity to welcome you back.********************* ********** Specialist. No Thanks!!!

  Business response

  06/26/2024

  Thank you for contacting us on behalf of *****************************.

  I deeply regret that several aspects of his cruise vacation did not meet his expectations and that the resolutions provided did not satisfy his concerns.
  While we strive to deliver a memorable vacation experience,it is clear that we fell short during his cruise.

   I ask that he please allow some time as we research his claim, as I have forwarded his concerns to the relevant department for handling.

  I want ****************** to know that his feedback is invaluable as it helps us identify areas where we need to improve.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  ************************************************************************;

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction November 5th-9th Booked a Suite Room for Carnival Cruise but was given a (Junior) Suite with a balcony. I was under the belief i was getting a Grand Suite. It was my first Carnival trip so i was unsure what to look for.

  Business response

  06/24/2024

  Thank you for contacting us on behalf of *********************** who sailed with us on the Carnival Paradise 11/5-11/9/2023.

  I would like to apologize for any misunderstanding regarding the type of suite he booked.

  When guests book their cruise, cabin confirmations are forwarded to their email prior to the cruise. This allows our guests to review the details of their booking, including the type and location of the cabin, and address any concerns before the cruise commences. I understand that as a first-time cruiser, he may not have been familiar with what to look for, and I apologize for any confusion this may have caused.

  We thank you for allowing us to address this with your agency.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  **************************************************************

  Customer response

  06/24/2024

   
  Complaint: 21883717
  
  I am rejecting this response because:
  I was not satisfied. I do appreciate your feedback 
  Sincerely,
  
  ***********************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 20, 2024, I was looking forward to celebrating my 67th birthday on the Conquest Carnival Cruise Line, K4FP65. I informed the travel agent and Carnival Cruise ***** Services of my special needs regarding accessibility concerns - requesting wheelchair assistance with my luggage to and from my room was told no problem. I have physical disabilities injuries that are not visible - a cervical, lumbar, thoracic spine cord injuries, Carpal Tunnel Syndrome, H**, and anxiety with depression. And because I was informed that the ship would be under the *** and USDOT, I would have the assistance that was requested. When I arrived at the ship the outside ***** Services had ***** to take me on board to the ship. I had my handheld luggage with my medications and personal items with me. I gave ***** a $5.00 tip and I informed him I needed to go to my room, but ***** took me to ***** Services. When we arrived at ***** Services, ***** then starting demanding, hollering and screaming that I get out the wheelchair and this is far as he was going to take me. I was trying to explain that I only need help to my room then ****** the other ***** Services person came and intervene and told ***** to stop harassing and intimating me to get out of the wheelchair. ***** then begin to assist me and took my medication luggage. I requested to speak to a supervisor, ****, told me to rent a wheelchair. I only need help to my room with my medications' luggage, **** refused. ****** the Asst **** did not resolve the issue with ***** demanding I get out of a wheelchair and the ***** Services manager *** Officer *************************** was never available and did not contact me. *****'s action of his continuous harassment and intimating me caused me to suffer emotionally at that moment, and later had physical manifestations of emotional distress as a proximate result of the interaction with *****. I did not enjoy my cruise and was confined to bed due to headaches, higher ** and anxiety.

  Business response

  06/21/2024

  Thank you for reaching out on behalf of *********************.

  I am deeply sorry to hear about the difficulties and distress she encountered, during such a special occasion as her 67th birthday.

  It is concerning to hear about the issues with the wheelchair assistance and the unacceptable behavior she experienced from our staff. Our goal is to provide a comfortable and supportive environment for all our guests, and I sincerely apologize for the emotional and physical distress she endured due to this situation.

  After further review, we do not have records of her request for wheelchair assistance. To ensure that all special accommodation requests are properly handled in the future, we kindly ask that guests requiring such assistance contact our Guest Access team directly at ************************* or 1-800-072-670 ext. *****. This will help us better understand and fulfill her needs. Just to advise, wheelchairs are used to transport guests on and off the ship and not to their staterooms. Wheelchair Users | Mobility Disabilities | Carnival Cruise Line

  We apologize for any inconvenience this may have caused and appreciate her understanding.

  Once again, I apologize for the inconvenience and frustration she experienced.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  **********************************

  Customer response

  07/01/2024

   
  Complaint: 21882358
  
  I am rejecting this response because:  I did notify Carnival Cruise Line of my disability.  I even had requested an accessible room but there were no available accessible rooms.

  Carnival Cruise did not follow their own guidelines under their pamphlet "Good to Know" the section under "Special Needs & Personal Mobility Devices".   ********************************************* states, "If you have special needs that we were not aware of prior to sailing, please inform your Stateroom Attendant or ***** Services.  ************ Services team is available 24/7 to help with accessibility concerns.  ********* Services ******* serves as the ship's *** ******* and is responsible for handling disability related matter."

  In fact, the ***** Services ******* *************************** did not contact me during the entire cruise regarding the issues with the wheelchair assistance and the unacceptable behavior I experienced from the Carnival Cruise staff member *****.  I was not provided a comfortable and supportive environment for my 67th birthday as a guest, which caused me emotional and physical distress because of this situation. 

  Carnival Cruise has acknowledged that, "the issues with the wheelchair assistance and the unacceptable behavior she experienced from our staff. Our goal is to provide a comfortable and supportive environment for all our guests, and I sincerely apologize for the emotional and physical distress she endured due to this situation."  Carnival Cruise did not live up to their goal to provide a comfortable and supportive environment for me, and acknowledged my emotional and physical distress that I endured due to this situation.

  Due to Carnival Cruise Line Staff actions and guidelines, I was not able to enjoy the cruise and I was not provided a comfortable supportive environment.  Even though I made a complaint to the ***** Services, Carnival Cruise *** ******* did not have the common courtesy to get in touch with me. And afterwards, I at approximately 9:00pm I had to go to the ***** Services and find out where was my medication handbag that they promised to bring to my room and I requested to speak again to the *** ******* ***************************.   No response from the *** ******* ***************************. 

   I did not have the experience as Carnival Cruise Line had sold me that I would have an enjoyable and entertaining cruise  with accessibility and creating an accessible-friendly environment, because Carnival Cruise Line staff member ***** from the beginning of my cruise stressed me out by throwing me out of a wheelchair, even though Carnival Cruise claims to follow the *** and DOT laws and assist persons with disabilities with an accessible friendly environment. 

  Carnival Cruise's apology is not sufficient for me paying over $650.00 for a cruise and to be thrown out of a wheelchair to be humiliated, embarrassed and stressed out for my entire cruise. I was stressed out and had an anxiety attack before the ship even sailed because of the actions of Carnival Cruise Line staff ***** and Supervisor ****.  Carnival Cruise acknowledges the unacceptable behavior of their staff *****, **** the Supervisor and your *** ******* *************************** who never responded or contact me.  Carnival Cruise Line has not tried to correct their actions and behavior of their staff and accomplish their goal of providing a comfortable and supportive environment for me.  Even though Carnival Cruise line sincerely apologize for the emotional and physical distress created and caused by this situation, Carnival Cruise Line has not offered to refund my money or offer me another cruise for their unprofessional and inaccessible behavior.  I should have not been bullied on a cruise for my 67th birthdate or at anytime should disable person be threaten or intimidated by Carnival Cruise Line Staff in a wheelchair and accessibility.

  Due to your reputation as one of the best cruise line I would like for you to either give me a refund or give me another cruise.  I am sure you would have not appreciated the intimidation, humiliation, and embarrassment of being thrown out of a wheelchair for your birthday.  This is unacceptable behavior and is not acceptable for me to have to suffer anxiety and headaches and lose sleep or oversleep because of this situation as you agreed the emotional and physical distress caused by this situation.  

  I hope and pray that Carnival Cruise Line will not only apology but also make their wrong into right by sending me a refund or another cruise.  Your assistance and cooperation are very much appreciated.  May *** bless you and your family and hopefully nobody that you know, or your family member will have to experience being thrown out of a wheelchair.

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

  Business response

  07/03/2024

  Thank you for reaching out again on behalf of *********************.

  I am sorry to hear of the trouble she experienced during embarkation and debarkation. I sincerely appreciate her feedback in this regard.

  For embarkation, all guests that require assistance must enter the embarkation lobby where an embarkation representative can assist them. Once the guest makes their way through security checkpoint, assistance is offered to the lobby of the vessel. Wheelchair assistance is available upon request, on a first come, first served basis. 

  For assistance with debarkation, instructions on where to meet can be found in the debark flyer on the last evening of their cruise.?Guest will be advised of the location to wait for assistance.?However, they may only debark at their scheduled time, as assistance does not qualify guests for expedited debarkation.  

   Given the limited availability of wheelchairs at port, as well as the limited number of team members available to assist, please understand there are those rare times when there may be a longer than normal wait for this service.? 

  Additionally, we apologize for the treatment she described. As part of our commitment to our guests, all team members are required to complete ADA *********** training. I am very disappointed to hear her feedback indicates we did not demonstrate care, respect, and *********** to her needs. Please be assured I have forwarded her concerns to the appropriate department heads for their internal review and training purposes.
  
  I am also very sorry to hear of her disappointment with our wheelchair policy. Unfortunately, currently, wheelchair assistance is only offered at home ports for embarkation and debarkation. If a guest requires the regular use of a wheelchair during the cruise, they will need to bring their own or rent one from a service provider. Onboard wheelchairs are for emergency use only and may not be used for personal use during the voyage. Regrettably,we are unable to provide wheelchair assistance during the cruise. 

  We thank her for understanding.

   

  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  **************************************************************

  Customer response

  07/03/2024

   
  Complaint: 21882358
  
  I am rejecting this response because:  ******************************** of the ********** *********************** is refusing to address the issues of the behavior of their employee *****, who was trying to throw me out of the wheelchair, and their *** ******* *************************** nonresponse to an disable person concerns, the fact that these actions took place at the beginning of my cruise,  which cause me to have anxiety and headaches because of the humiliation, embarrassment and mistreatment.  

  Guest ********************** of the ********** ********************** acknowledges that their employees were in the wrong but Guest ********************** of the ********** ********************** refuses to make any type of compensation for my cruise being a nightmare.  

  I was informed that there was *** ************* on the ship and I would be able to get the assistance that I required.  I only was asking for help to the room because I had my medications in my handbag along with my computer and the bag was too heavy for me to carry.   I could not afford for the handbag to be lost and not have my medications, which could have caused me to have a stroke or heart attack.  I did not need a wheelchair throughout the entire cruise.  Only when walking long distances carrying heavy items such as my handbag.

  Guest ********************** of the ********** acknowledges that you are deeply sorry and did not provide a comfortable and friendly, supportive, accessible environment.   Your employees caused me emotional and physical distress due to their behavior and due to the situation.  When does the Guest ********************** of the ********** of the ********************** take responsibility and accountability for your employee actions.  You are stating that there was training for your employees, so did the training state not to throw a disabled person out of the wheelchair or for the *** ******* to not contact the disabled person.

  You were responsible and accountable for this to be an enjoyable and pleasure birthday vacation for me to enjoy and not for me to have to deal with a such unacceptable behavior on a special occasion as my 67th birthday. The emotional and physical distress I endured due to this situation destroyed my cruise.

  If the Guest ********************** of the President of ********************** is admitting your wrongdoing then why are you not trying to give compensation of a refund or another cruise.  You have admitted numerous times that you did not provide the acceptable services that I should have received, and you have apologized numerous times.  

  I want the Guest ********************** of the ********** of the ********************** to compensate me at least with another cruise.  Your apologizes are not sufficent for a $550.00 cruise that turned into a nightmare due to your employees.  I want at least another cruise.  You have only offered an apology which does not help my special occasion for my 67th birthday nor does it excuse the behavior of your employees.  You are responsible for your employees' actions because they represent your cruise line.  

  Therefore, you have not made any type of monetary or compensation for your apology.  Sorry that I lost $550.00 is not acceptable for a nightmare cruise on **********************.  I hope that you will be fair and just about your behavior and that you would take into consideration if this was your mother or father, or grandmother or grandfather would you feel that sorry is sufficient enough for them.  Or would you be outraged for the treatment that they received.

  Again I want my refund or another cruise.  You have only offered sorry.  Sorry is not acceptable for your employees' behavior.  You have admitted you are sorry for unacceptable behavior for a disable person for *************.  Are you sorry for not following *** or DOT rules and regulation?  ************************* insured me that there would not be a problem with me requiring assistance.  Never did your ******************** state we only assist  you to ************* Desk.  

  You have admitted you are wrong please compensate me for my special occasion for my 67th birthday.  I am sure you would want to be compensated for the unacceptable behavior, and not being provided with a friendly accessible environment that caused me emotional and physical distress.

   Sincerely,

   

  
  *********************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a cruise for August ******* # F8QS82 Due to death in the family and many other issues beyond my control, I was unable to make a payment other than my $100 deposit which was made with a carnival gift card. Ive been unable to successfully get in contact with my PVP, or carnival directly to successfully reach a resolution on this. Im requesting that the $100 gift card be returned to me since my booking was canceled.

  Business response

  06/21/2024

  BBB COMPLAINT # ********
  Carnival Celebration 08.04.2024 
  Booking # F8QS82
  Consumer: *****************************
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation. 
  
  It is always discouraging for us to learn that our guests were unable to make their cruise; however, penalties incurred from changes/cancellations made to guest reservation are standard industry practice and for this reason, we recommend our guests purchase Carnivals Vacation Protection Plan (CVP) as a safeguard from financial losses of this nature.

  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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm trying to file a corporate complaint with carnival cruise.It seems as if no one is taking accountability for the fact carnival cruise agent ***************************** booked us completely wrong.From beginning to end. She booked us with confirmed directions.If someone can pull the recorded call. ********* went over details of the booking and confirmed that we should fly to ******* and from *************** its 45 minutes to ************* which was **********. Up until current l keep asking her if we should fly into ******* or ***** and she was persistent that port Canarval was the correct port. Just now finding out in June she is no longer working there hmmmmm wondering if she got fired due to MULTIPLE incorrect bookings and people missing their cruises. Come to find out we have a new VP ***************************** who confirmed ********* booking and port Canarval. We got stranded in ******* with expectation to fly out Friday June 21st. A supervisor when I called carnival cruise stated she put us on standby for carnival glory which was the same cruise itinerary.She stated she sent cruise ship an email with confirmation for us to come to port and wait as an standby. Carnival glory had us wait in certain area. We waited 4& 1/2 just to watch 50+ no shows, 17 people kicked off cruise ship anywhere from no proper identification to accepting others from carnival freedom as transfers etc..the carnival glory supervisor kept coming out confirming we are guaranteed to get on all the way up to the end the manager yelling on walkie talkie with attitude nobody else to let in until she says ok. At the end l see a black female which l assumed was the manager of the ship. I asked she said with severe rudeness l am the manager of Glory and Freedom and l told them at 1130 **** wasn't getting on cruise but to have us waiting 3+ hours is mind blowing. After that call carnival back again still feels like it's best for carnival and not trying anyway possible to help us, like 100% my fault

  Business response

  06/21/2024

  BBB COMPLAINT # ********
  Carnival Conquest 06.17.2024 
  Booking # F5WX32
  Consumer: ***********************
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation, and we have replied to our valued guest and included the response below. 

  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

   

  Corporate complaint on Carnival Cruise booking Agent ***************************** booking # F5WX32 [Incident: 240620-001342]

  Thank you for taking the time to contact us and to share your concerns. Our executive team keeps a close eye on guests feedback and comments and have tasked me and other colleagues on my team to respond on their behalf. We appreciate your sailing with Carnival and your input will allow us to continue to focus our efforts to deliver a great vacation to our millions of guests who cruise with us each year.
  
  Please be assured, the goodwill of our guests is very important to us and we are responsive to any problem that is brought to our attention. Our records indicate that on 01.25.2024 ******** discussed multiple cruises from ***** and ******* and she provided options for both ports depending on which ship, the Carnival Glory or Carnival Conquest you would be sailing on. ***** was not assigned as your Personal Vacation Planner until after your flights were purchased and we apologize for any misunderstanding. 
  
  We know our success depends on our guests and we treat all reports of guest dissatisfaction very seriously. While we appreciate your input, we must respectfully advise that we're unable to honor your request for special consideration. It is the guest's sole responsibility to review their booking details to ensure they are in line with their requests and multiple cabin confirmations were sent and the booking can be viewed 24/7 via carnival.com Manage My Cruise.

  
  With that said, 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 ************. The information below will assist you with filling out your claim. Aon will contact us directly if they need any further information.
  
  Booking #: F5WX32
  
  Guest Names: ***********************, ************************* and *****************************
  
  Deposit was paid on: Date (including CVP) 01.25.2024 
  
  Cancellation Date: 06.17.2024
  
  Cancellation Charge: $1457.00 
  
  Refund Amount: $688.95 **** x 5422 
  
  It is regretful that you received such a poor impression, and we hope you will allow us the opportunity to regain your patronage.
  
  

  
  

  Customer response

  06/21/2024

   
  Complaint: 21876842
  
  I am rejecting this response because: ********* was adamant that we fly into ******* and drive 45 mins to ************* which was Miami port.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a carnival cruise on 06/13/2024 I paid $1,678 Per the rules before booking it said their was a non refundable deposit of $49 per person so $98 total.I found out my leave change I canceled the cruise within 8 hours.Carnival is charging me a 43% fee of $719.This was never disclosed before I purchased the cruise. You can hold a cruise for FREE for 24 hours but if you pay and cancel witching 24 hours they charge you a 43% unethical extortion fee. This is immoral and the fact I wasnt warned of this before booking is also an illegal business practice. I want this situation fixed. I want my money back minus the advertised $98 cancellation fee.

  Business response

  06/17/2024

  BBB COMPLAINT # ********
  Carnival Dream 08.04.2024 
  Booking # M9TL69
  Consumer: *********************
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation. 
  
  We apologize for any inconvenience; however, the booking was cancelled via carnival.com under standard penalties as noted #1) in the cruise ticket contract based on the sail date 50% penalty #2) as noted at the time of cancellation via carnival.com. With that said, it was not an option booking where no funds are applied, and the booking is held for 24 hours and we have gladly waived the SYSTEM applied penalties for a full refund. Had our valued guest contacted our service team, they would have gladly done the same for a 24 hour booking. The refund of $719.00 was processed to the original form of payment, UpLift financing and they can be reached at ************ or by email ****************** should ************** have questions about the refund to them.
  
  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
  
  

  Customer response

  06/19/2024

   
  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.

  I am still awaiting the refund to be applied like they have promised, but I trust they will.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Cruise date: 06/06/2024, Bkg# H3GX40 State Room: 8331 On Friday 06/6 at approx 1130 pm, I attempted to contact the service desk about the loud parties, screaming, and kids running down the halls ewhjile knocking on doors, no answer from the desk. I went one level up to contact security at the pool, nothing was done, after about an hour I went down to the front desk and asked them to please make contact with the individuals and nothing was done. the offered a 50$ credit that was never applied to the final bill. this also happened on the night of 6/7/24 and nothing was done, that evening the guests became confrontational with each other with no security around.

  Business response

  06/21/2024

  Thank you for reaching out on behalf of *************************.

  We see that **************** has been in contact with one of our agents, who expressed his sincere apologies for the experience he encountered.

  We are sorry that **************** is disappointed with the response given by our agent. We understand that guest comfort and peace are of the utmost importance to us, and we are sorry that we fell short of our standards in addressing the noise and disruptions he reported.

  Regarding the $50 credit that was offered, after further research, we see that our onboard team removed two charges totaling $58.85 from his account.

  Once again, I apologize for the inconvenience and frustration he experienced.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  **********************************

  Customer response

  06/21/2024

   
  Complaint: 21851384
  
  I am rejecting this response because:
    Carnival clearly violated the code of conduct policy, had it been reversed, I would have been charged 500$ or been removed from the ship. If its a contract between both parties then they need to be held accountable. I dont need a refund,  it will accept 75%off a future sailing for the same type of accommodations or better. Otherwise I will seek legal action for carnival violating their agreement to keep me safe, comfortable and false advertising. This was definitely not inclusive and outright almost treated in a racier fashion bc I didnt fit the partying peoples profile. 

  **************************************************************************************
  

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

  Business response

  06/26/2024

  Thank you for reaching out again on behalf of *************************.

  Im sorry to hear that he is still dissatisfied with the resolution provided.

  We take all feedback seriously and strive to uphold our code of conduct policy diligently to ensure a safe and comfortable experience for all our guests. We regret that his experience fell short of these standards and that he felt he was treated unfairly.

  While we understand his request for 75% off a future sailing as compensation, I must inform him that we have already reviewed and provided compensation by removing the charges totaling $58.85 from ******************** account.At this time, no further compensation will be provided.

  We appreciate his feedback regarding his experience and will ensure that it is forwarded to our management team for further review. We aim to provide an inclusive and welcoming environment for all guests and will take necessary actions to address any shortcomings.

  Should he choose to pursue legal action, we ask that he please direct all future correspondence to our legal department.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  **************************************************************

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