ComplaintsforCarnival Corporation

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were supposed to sail in August. I found out Im pregnant and will be 5 months along at that point. I spoke to a carnival employee who advised me that my best course of action would be to purchase cruise protection, and I wouldnt have any issues getting a full refund. Well of course, he lied! *** informed me they dont cover pregnancy unless youve been hospitalized. Then when I complained to Carnival about their incompetent employee, all they were willing to do is give me a bs credit for a future cruise. Why would I want to continue to patronize a business who has no desire to right their wrongs?

  Business response

  07/17/2024

  BBB COMPLAINT # ******** 
  MARDI GRAS 08.11.2024 
  Booking # V2F3Z6
  Consumer: *********************
   
  Thank you for the opportunity to respond.

  Our pregnancy policy: Due to limitations of medical care, both on board and in various ports of call, women who have entered or exceeded their 24th week of pregnancy, at any time during the cruise, will not be allowed to board or sail with the ship. Accordingly, I hereby acknowledge and agree that I will not enter my 24th week of pregnancy before or at any time during my cruise. I understand and agree that any pregnant woman who tries to board the vessel, who has or will enter her 24th week of estimated fetal gestational age at any time during the cruise, risks denial of boarding and/or disembarkation without compensation or refund. ********************************************************************************************;
  
  Based on the information provided, ************** will not be entering her 24th week of pregnancy; therefore, not in violation and as noted on each guest cabin confirmation, there is a 10 day Right to Examine the Carnival Vacation Protection (CVP) state specific terms and conditions. ****************************************************;
  
  The CVP was purchased 07.07.2023 and we are sorry to learn that our valued guest is displeased with the timing and handling of the situation; however, had CVP not been purchased, no refund or credit would be due.
  
  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

  07/19/2024

   
  Complaint: 21984409
  
  I am rejecting this response because:

  They are conveniently skating around the point. Their pregnancy policy is irrelevant. Im experiencing a high risk pregnancy and not only would I not feel safe, I also just wouldnt want to be fat and pregnant on my first cruise. Now the point is, their employee told me more than once, that my best option was to purchase cruise protection and I wouldnt have any issues getting a full refund. Clearly it wasnt true and his mistake ended up costing me almost $1000. Theres been no accountability, no acknowledgment of his mistake, no real attempt to rectify the situation. 
  Sincerely,
  
  *********************

  Business response

  07/25/2024

  Thank you for the opportunity to respond once again.
  
  Our original response was a sincere effort to address the issues brought to our attention and not to trivialize or disregard your observations. Please understand that Carnival certainly appreciates all of our guests, and we would not like for you to think otherwise.
  
  We appreciate your honesty, and it deeply saddens us to know that these incidents have left such a poor impression in your mind. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure you that your comments have not fallen on deaf ears.

  We issued a 75% future cruise credit for the non-refundable deposit since Aon Affinity had denied the claim, the $187.50pp credit must be redeemed (book by, not sail by) 07.08.2025.
  
  Your request has been given serious consideration from the onset and although our response is not a favorable one, we certainly understand your frustration. Unfortunately, this is a case where we are unable to honor your request. We truly regret that we are unable to come to an understanding and apologize for any further disappointment.
  
  At this point, we must let you know that no further consideration will be given to this matter.
  
  Thank you for your understanding.
  
  Kind Regards,
  Carnival Cruise Line
  

  
  

  Customer response

  07/28/2024

   
  Complaint: 21984409
  
  I am rejecting this response because:
  
  I understand they are not willing do more to rectify this situation, but I hope someone will view my complaint and proceed with caution before trusting them and their poorly trained employees.

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

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Re: Booking Number K8JB12 On 6/24/2024, I sailed on Carnival Cruise Line and purchased photographs while on board. However, when I went to pick up my photographs from the Pixels Photo Gallery during the cruise, the employee could not find my photographs. Yet, Carnival Cruise Line charged my credit card $193.40 for the purchase of the photographs. I have emailed Carnival Cruise Line ********** about my concern, but they have not responded.

  Business response

  07/13/2024

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

  We apologize for the inconvenience regarding her photographs. Her claim is currently being researched by our team. She will be contacted as soon as we have more information.

  We know one of the most important aspects of a great vacation is the memories you bring back with photos.

  We kindly ask for her patience and understanding as we work to resolve this issue.

  
  Sincerely.

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

  Customer response

  07/16/2024

   
  Complaint: 21983629
  
  I am rejecting this response because the company has not contacted me nor provided a refund.
  
  Sincerely,
  *********************

  Business response

  07/16/2024

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

   I thank her for her patience as we thoroughly research her claim. An agent will be in touch with her as soon as the investigation has completed.

  We appreciate her understanding during this time.

  
  Sincerely,

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

  Customer response

  07/19/2024

   
  Complaint: 21983629
  
  I am rejecting this response because a refund has not been issued by the merchant. The merchant lost the purchase in question, but has refused to issue a refund. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I accidentally left my wallet in the safe on the ship (Carnival Magic: RM 8390) departing June 23, 2024. The guest that had my room after me found my wallet and turned it into guest services on the ship. I watched on video them log all the contents of my wallet and provide a Chargeback ID of them finding it. I was advised to reach out a week after when the ship came back, I attempted to reach out to guest services but there is no phone number to get ahold of anyone. It is documented that it is in the ** Office but NO ONE has a phone number to this "office" or can lead me to getting this resolved. I have spoke ********************* and ********** via email without resolution of this issue. They have not responded to my emails over the past few days. My main complaint is this HUGE company does not have a guest services department that has actual people you can talk to. They just refer you to the website.... you can do better Carnival! My next complaint is that this can be easily resolved by mailing my stuff back or just COMMUNICATING! Instead I have spent hours getting tossed around an automated system, having calls dropped, and having a ridiculous number of people just say they have no direct contact to guest services office and cannot provide a phone number, address, or any contact information.

  Business response

  07/13/2024

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

  We understand how frustrating this situation has been for her and apologize for any inconvenience she has experienced due to her lost wallet.

  To ensure we can accurately track and return her lost item, we kindly ask that she complete the lost and found form on our website. This form allows us to capture all necessary details and speed up locating and returning her belongings.

  Once she completes the online form, she will receive a confirmation email with further information. Due to the volume of items our Lost and **************** receives from the Carnival fleet,processing can take several weeks. Our agents will be in contact with her only if her items are located and turn into our main office. **********************************************************************

   We appreciate her patience and understanding in this matter.

   

  Sincerely,

  Guest *************** ****** of the ****************** style="font-size: 0.875rem;">Carnival Cruise Line
  *******************;
  *****, FL 33178

  Customer response

  07/15/2024

   
  Complaint: 21980937
  
  I am rejecting this response because: I have completed the online form as requested weeks ago. Carnival staff has completed it as well along with logging all of the contents of my wallet on video. I was provided an email that stated it was in the guest services office in *****. I just need a phone number or physical location to that department to facilitate this further. 
  
  Sincerely,
  
  ***********************

  Business response

  07/16/2024

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

  Im sorry to hear of her disappointment with the response time of receiving her item. Upon further review, her wallet was located, and she will be contacted by email on how to have her item shipped to her.

  I thank her again for her patience.

  
  Sincerely,

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

  Customer response

  07/16/2024

   
  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. Thank you so much for you help in this matter BBB and Carnival. I truly appreciate it! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently returned from a cruise on the legend. Cruise date was June 28, 2024. While on the cruise we were unable to stop at a port due to weather. I had prepaid the excursion before leaving home on a credit card. I went to customer service on the ship and was told the amount would be refunded to credit card. Upon returning home, I am issued a gift card for future cruising. This is not carnivals money, it is my money - paid by my credit card. I need the money back on my card to pay for other expenses. I tried calling carnival- but no phone number deals with post cruising. They claim they cant see my account. I filled out a help ticket online- which no one has addressed. Please help me get my refund

  Business response

  07/12/2024

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

  I apologize for the inconvenience and frustration caused by the refund process for her cancelled shore excursion.

  As per our policy, when an excursion is cancelled onboard the refund amount will be credited to the guest shipboard account. Shore Excursions | Tours &Activities | Carnival Cruise Line

  Since a gift card was used for ******* onboard purchases,thus the reason she received a replacement gift card.

  I do apologize for any inconvenience this has caused her.

  
  Sincerely,

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

  Customer response

  07/15/2024

   
  Complaint: 21979133
  
  I am rejecting this response because:
  I only had $15 remaining on gift card.  The rest was prepaid by me before the trip.  It needs to go back on my credit card. It is not carnivals money.   It is my money that I need for other expenses occurred on the trip. Excursions were never paid for with gift cards..please refund amount
  Sincerely,
  
  *********************

  Business response

  07/15/2024

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

  Im sorry to hear she is disappointed with my previous response.

  As advised previously, full refunds will be made to the original form of payment if the excursion was cancelled prior to sailing. Since her excursion was cancelled while onboard, the refund will be credited to the guest sail and sign account.

  I do apologize for her disappointment and thank her for understanding.

  
  Sincerely,

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

  Customer response

  07/16/2024

   
  Complaint: 21979133
  
  I am rejecting this response because:
  I am very disappointed with carnivals response.  They are the ones that canceled excursion.   I paid for the excursion with credit card prior to trip.  If this is how they settle accounts, I will no longer  do excursions or have open accounts. Royal Caribbean has no problem refunding money to original form of payment.  Maybe , we need to stick with Royal as it seems carnival has lost touch of customer service.   Very disappointed I certainly will share this bit of info with colleagues .
  Sincerely,
  
  *********************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I traveled on a Carnival Cruise for the Fourth of July, after leaving ship I noticed I had no carnival offers from the casino. I always have casino offers for decades. I have sailed with carnival since 2011 and I am a platinum customer and a ********************** casino player. I have recently been treated unfairly and my carnival offers was taken away. For no good reason at all. The representatives I have emailed and spoke to are a perfect representation of how the standard has completely changed at Carnival and the bar is extremely low. I have sailed for years and I can see the differences in staffing, and service on Carnival ships to guest. I have been treated like a client who has not spent thousands in a lifetime with Carnival, and completely disregarded as a not so VIFP. I am truly disgusted and disappointed in Carnivals service to assist me with my case of restoring my offers and giving an adequate response to my question, as to where are my casino offers. I would this complaint escalated to highest desk in Carnival, I will also go as far as placing a complaint on the company, as your Cruise Line continues to mistreat dedicated loyal clients, and practice unfair deceptive acts against innocent cruisers. If this is the end of the road, I will Proudly take my money, and family on a cruise line that value and respects their customers. Two reps I spoke with, completely not personable, and utterly rude.

  Business response

  07/12/2024

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

  I deeply regret hearing about her recent experience and the disappointment she felt as a loyal and valued Platinum guest.

  We understand the importance of the casino offers to our guests, especially those who have been with us for many years. ********** can check her VIFP profile as there are offers listed. She may also reach out to Ocean ************ as the casino onboard is operated by them. Their website is www.oceanplayersclub.com

  Im truly sorry to hear about the poor service and treatment she received from our representatives. This is not reflective of the standards we aim to uphold.

  Again, I apologize for her negative experience and the inconvenience this has caused.

  
  Sincerely,

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

  Customer response

  07/15/2024

   
  Complaint: 21978113
  
  I am rejecting this response because: I have taken all of the steps mentioned in the response by the Carnival representative and this was my final option of having BBB help mediate this matter. 
  
  Sincerely,
  
  ***********************

  Business response

  07/15/2024

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

  I thank her for providing additional information. In reviewing the attachments, she submitted according to our Global ************************** she was advised on how casino offers are sent out to guest based on their level of past play and other criteria which cant be disclose. ********** was advised that based on the casinos current criteria she does not qualify for any new comps or offers at this time. And that she was never promised any specific offers as they are extended at the casino discretion.

  We regret to hear that she is not satisfied with the response provided.After thorough review, we must inform her that no further action can be taken in this matter.

  
  Sincerely,

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

  Customer response

  07/16/2024

   
  Complaint: 21978113
  
  I am rejecting this response because: I would like this matter escalated to the Executives desk. I am aware of the response I received the question was why am I not eligible, what has changed after hundred of thousands of dollars spent? 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 5th, 2024 we purchased tickets on a Carnival Cruise going to ************** on July 4th 2024. The price of the tickets was $2438.00. We also purchased the ***************************** sold on their website/ AON Affinity Travel Practice $258.00. There were reasons listed that you could get back 100% of your money in cash. If the reason was not listed you would get back 75% in Cruise Credit. Severe Weather was listed under 100% cash back....Several days before departure Hurricane ***** was making its way toward ******. I called Carnival because I saw online that Cruise Ships were changing their destination in regards to the Hurricane. I was told they were still going to ******. The day before I was flying to *******, July 2nd, 2024...I called Carnival to find out if the ship was still sailing to ****** because it was in the path of the storm. I was told " yes it was." Therefore, I cancelled my flight to *******. I had no plans of being at sea in a hurricane. July 3rd I called Carnival and was told the ship had not changed its destination. I cancelled the cruise and I was given a website to file our Insurance Claim. Later that evening (7:30 pm) | received an email stating that the ship's destination was now ***********. Why would they wait less than 24 hours to change destination?I filed my claim with AON and it was denied because "Severe Weather" is not a reason for 100% cash refunds. I sent them a picture of the reasons listed on the website and I was told they rejected the claim. Carnival sent me a email stating I got 75% of my paid trip back in Cruise Credit that I could use the next time I book and put down a cash deposit....On their website they have 'Severe Weather" listed at 100% cash back (See Copies).

  Business response

  07/12/2024

  BBB COMPLAINT # ******** 
  Carnival Paradise 07.04.2024 
  Booking # D4RX06
  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 closely monitor and track weather patterns. As always, the safety of our guests and crew is our number one concern and our ships will always maintain a safe distance from any storm. During storm advisories we do provide updates on Carnival.com on the upper left hand screen.

  Carnival Vacation Protection terms and conditions: The travel insurance portion of this Carnival Vacation Protection plan provides insurance coverage that applies only during the covered trip. You *** have coverages from other sources that provide you with similar benefits but *** be subject to different restrictions depending upon your other coverage. You *** wish to compare the terms of this insurance coverage with your existing life, health, home and automobile policies. If you have any questions about your current coverage, call your insurer, insurance agent or broker. Important: This is only a brief description of Carnival Vacation Protection.  See your state-specific Vacation Protection information. Indicates external site which *** or *** not meet accessibility guidelines. Opens in a new tab. ***************************************************************************************

  Please refer to ********* state residents: "your home is made uninhabitable by a natural disaster such as flood, earthquake, hurricane, volcano, tornado, wildfires or blizzard" Natural Disaster means earthquake, flood, fire, hurricane, blizzard, avalanche, tornado, tsunami, volcanic eruption, or landslide that is due to natural causes and includes an event that is directly due to naturally occurring wildfire, earthquake, windborne dust or sand, volcanic eruption, tsunami, snow, rain or wind, that results in widespread and severe damage such that either the government of the country where the Natural Disaster occurs issues an official disaster declaration or the U.S. Government issues advice to leave the country where the Natural Disaster occurs.
  

  Incident#: 240710-002929 
  DATE: 7/10/2025
   
  Dear ******************* ,
   
  Were sorry to learn that you were unable to sail aboard the Carnival Paradise. We know you were looking forward to your cruise and we empathize with your disappointment over having to miss your vacation plans.
   
  Aon Affinity has informed us that you qualify for a 75% Future Cruise Credit (***) towards your next Carnival cruise in the amount of $ $914.25pp USD.
   
  The terms and conditions of your *** are as follows:
   
  The future cruise credit (***) is based on the cruise fare paid for this voyage (excluding taxes, fees, and port expenses), is non-transferable, cannot be used as a deposit or applied to a chartered sailing, has no cash value, and must be redeemed by July 10,2025, on any Carnival Cruise Line departure open for sale.
   
  The *** *** only be used in the same currency in which the above voyage was originally paid and cannot be used for taxes, fees & port expenses, Carnival Vacation Protection, onboard charges, or gratuities. 
   
  The booking guest shall be responsible for payment of the difference between the amount of the *** and the amount of the new booking if higher.
   
  There is no refund for the *** or for any cancellation penalties that *** be assessed, and *** will be forfeited if you choose to cancel.
   
  After you have booked your new cruise, please use this link to provide us with the booking information so we can process your ***.
   
  www.carnival.com/request-forms/reimbursement-form.aspx
   
  Thank you for your understanding.  We look forward to welcoming you aboard on a future Carnival cruise.
  
  We have acted in a fair and equitable manner and this statement *** 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

  07/14/2024

   
  Complaint: 21977606
  
  I am rejecting this response because:

  Carnival waited less than 24 hours to change itinerary due to Severe Weather. I had been calling for three days to get an update. Was told they would text or email me about changes. That did not happen until July 3rd 7:30pm
  
  Sincerely,
  
  ***** /***************************

  Business response

  07/17/2024

  Thank you for the opportunity to respond once again.
  
  Our original response was a sincere effort to address the issues brought to our attention and not to trivialize or disregard your observations. Please understand that Carnival certainly appreciates all of our guests and we would not like for you to think otherwise.
  
  We appreciate your honesty and it deeply saddens us to know that these incidents have left such a poor impression in your mind. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure you that your comments have not fallen on deaf ears.
  
  Your request has been given serious consideration from the onset and although our response is not a favorable one, we certainly understand your frustration. Unfortunately, this is a case where we are unable to honor your request. We truly regret that we are unable to come to an understanding and apologize for any further disappointment.
  
  At this point, we must let you know that no further consideration will be given to this matter.
  
  Thank you for your understanding.
  
  Kind Regards,
  Carnival Cruise Line
  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a cruise surprise trip for my kid sweet sixteen during this trip a fight happened that had myself scared during the entire trip, every loud noise they were jumping to see what all is going on, my oldest was shocked trying to use the hair dryer that was broken took 2 calls for someone to come and fix purchase 2 beverage packages that we could not use, the room was dirty in some areas, purchase excursions that had safety issues, one was an hour late overall the worst experience ever to be in, in the middle of the ocean,. I have tried to call and submitted request via their website and still no response. I would like to be refunded for all excursions both drink packages and half of the cost I paid for this trip. I can further explain in detail with every issue that took place on this trip including the additional 700 I paid on the ship!

  Customer response

  07/11/2024

  I would like to go more in to detail of everything for starters the nature of this complaint is not a repair issue.

  The most disturbing issue of this experience there was a couple that got in to a fight while on this trip, I was headed up to the customer service desk to see why we are not able to use our beverage package and order items for my daugh as a surprise. during this situation as I am leaving my room and you hear a person yelling opening the f----ing door banging on the door etc prior to that night you can hear the people yelling during the middle of the night so the following in another location of the ship down from my room security and a dog come running down the all way. The room service people were scared and didnt know what to do everyone just standing in the hallway not moving meanwhile not knowing that the people with this party was standing next to me asking what was going on! I radio my kids on the walkies talkie we had not to come back to the room till things are clear. From that day we all was scare to move around on the ship. No one acknowledge the other people this affect the co-caption I am assuming was on the cellphone talking to the caption and the security said nothing to us like everything is ok etc your safe nothing! Everytime my kids would here loud noise or people yelling they would jump up and mute the tv just to make sure nothing else was happening. No one should ever feel in fear of their life in the middle of the ocean-this issue is mainly why I am requesting to be reimburse for half of my trip no credits for future trips

  The next issue there was a blow dryer located in the drawer not knowing there were wires hanging out and the handle was broken my daugh reach to use it and got shocked. We had to call 2 times before someone came to fix it. An that was after we returned from an excursion.

  The beverage package I was told and receive proof of purchase tried to use it twice during dining and at the night club. When to customer service they advised that I can go to any bar and use it they will not be able to refund me. the lady than told me if I was to purchase another one at a higher amount she then would be able to process me a return. Never used it want the complete amount of $116 return to my credit card no credits for future trips.

  The order for the cake, strawberries first I was told that the items I wish to order was not offered on the menu to purchase, happened to go by the coffee shop and saw the strawberries asked if I could order a small amount and pick them up and surprise my daugh for her bday. I was told yes come back next day around 11 that is will they will be freshly made. Got there then I was told I could not purchase them I wil have to go to cherry on the top! When we went we were told twice that they did not have them and we could not order them. So when I went back to my room I went back to the carnival app just to make sure I wasnt reading something different. So I went back to the store talked to a black lady that knew exactly want I was requesting. Order the style great, the ppl delivered everything late they left the cart unattended in the hallway as my kids were leaving the room and saw the cart. My oldest had to play it off because it was suppose to be a surprise. The cheese/fruit tray was delivered with no crackers, had to call the lady told me that in so many words I was lying the crackers was del with the order and I told her there is not crackers, she said ok we will come when we can. The lady got there and asked me if it was ok if she can come in an began to look around as if I am hiding the crackers. The cheese was half melted wasnt fresh at all. I ordered the heart cake got the round cake! Total waste of money only thing good was the fruit and strawberries the cake didnt get ate. I had to go back and forth to this store 4 times thanks to the lady that knew what I was talking about and got the order done for me but the rest was not her fault the service people in the kitchen just didnt care

  The golf cart excursion I purchased a 6 seater got a 4 seater the seat belts did not work was told none of them didnt work as we taking off hit the ground fell off. I had to hold on the entire time of the tour! what a complete refund
  

  The monkey land excursion it started 2hrs late not sure why but kept being told we are waiting for other people to join got there we were rush thru the tour and do not feel we got the full time paid for. If it starts at 8am it should start at that time not 2-3hrs later.

  The over all service the workers were rude hardly wanted to serve you. There was a black girl at the burger place that looked miserable literally everyday never smiled. did fine dining order chicken they never brought my food had to ask another server to help.

  I have submitted 3 request via carnival website and called and I still have not heard back from anyone.

   

  Thanks

   

  Business response

  07/12/2024

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

  I'm deeply sorry to hear that her surprise trip for her child's sweet sixteen was marred by the issues she described.

  I understand the importance of addressing her concerns promptly and thoroughly. We do have one of our agents currently researching her complaints and will reach out to her to discuss her situation in more detail and work towards a resolution.

  We ask for her patience and understanding.

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

  Customer response

  07/15/2024

   
  Complaint: 21975984
  
  I am rejecting this response because: I have already submitted inquiry via their website and I still have not heard from anyone.And there is no time frame provide on when they will be reaching out to me. I even tried to call and request to speak to a supervisor was on the call for an hour all to be transferred to the fun shop and still wasn't able to get a resolution. Was told I would be speaking with a supervisor and I wasn't they told me if I get transferred to a supervisor they are going to tell me the same thing which is sending an email. This is an issue for me avoiding the customer and/or taking almost a month to reach out is poor customer service.
  
  Sincerely,
  
  *********************

  Business response

  07/15/2024

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

  I ask that she please allow some time for our team to complete their research into her claims and once completed she will be contacted via phone.

  Once again, I thank her for her patience.

  
  Sincerely,

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

  Customer response

  07/16/2024

   
  Complaint: 21975984
  
  I am rejecting this response because: I have giving this company enough time already, you can call me by phone and on here! How much time is needed>? I am still waiting on the emails sent via the website and still no response! The time used to respond now could be addressing the issue, this is poor customer service. I need my money back ASAP
  
  Sincerely,
  
  *********************

  Customer response

  07/16/2024

  This case should not be closed! they have not reached out to me not one time and someone needs to be held accountable

  Business response

  07/23/2024

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

  I sincerely apologize for the frustration and inconvenience she has experienced regarding her recent inquiries.

  I understand how disappointing it is to not receive timely responses and to feel that her concerns are not being adequately addressed.

  I will reach out to the agent to have her follow-up her within 3 business days. We are committed to resolving this matter to her satisfaction.

  We thank her for her patience and understanding.

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

  Customer response

  07/24/2024

   
  Complaint: 21975984
  
  I am rejecting this response because: I am rejecting this response because: I request that this complaint stays open till they respond within the 3 business days. I have been told several times I would be contacted directly and I still have not heard back from anyone. I even called their **************************************************************************************** someone will reach out to be by last Friday still have not heard anything. I believe that this is intentionally being ignored. Per the message below why are they referring me to an agent? That doesn't make since to me. and then I was told this particularly department doesn't have a number everything is handle via email. I believe this needs immediate attention and resolved via this complaint and a phone call. This is the number one reason why I file the complaint here. No one is responding.
  
  Sincerely,
  
  *********************

  Business response

  07/26/2024

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

  I want to assure you that ******** has already been contacted by a representative from our cruise line who is currently working closely with her to address and resolve her concerns. Our team is committed to ensuring that she receives the support and assistance she needs.

  We appreciate your understanding as we continue to work with her.

   

  Sincerely,

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

  Customer response

  07/27/2024

   
  Complaint: 21975984
  
  I am rejecting this response because: Yes someone finally called me yesterday to get some of the issue resolved. However Carnival is not taking accountability for the safety issue! I was told she does not handled the situation with my daughter being shocked by the broken blow dryer that is another department. Why would you have someone to call me that can't resolve the entire complaint verses passing it to another person? She also stated she can not resolve the issue with the excursion because they are not Carnival employees yet I paid via Carnival, there is no direct contact to these people, and all contacts should be provided to the customers and not having to send emails to ********************** that never get answered still waiting on that since 2 Fridays ago. I am very disappointed in the customer service provided. People spend too much money to take trips on the ship and when they have issues we have to go thru so much to get things resolved. If you offer customer service to sale you should also have a customer number to resolve issues!
  
  Sincerely,
  
  *********************

  Business response

  07/31/2024

  Thank you for your continued communication regarding ********************* recent cruise experience. I apologize for any frustration and inconvenience she faced,and I appreciate her patience as we work to address her concerns.

  Concerning the incident with her daughter, we have a specific team that handles claims related to guest injuries onboard. I have escalated this matter to ensure that it receives the attention it deserves, and she will be contacted by the appropriate department to resolve this issue.

  Regarding the shore excursions, as stated in our cruise ticket contract,these excursions are independently owned and operated. While we facilitate the booking, we do not directly manage these services. However, I understand her frustration, and wanted to advise that compensation was provided for this concern, and a refund for her drink packages has been processed.

  We strive to provide a seamless and enjoyable experience for all our guests,and I regret that we did not meet your expectations in this instance.

  
  Sincerely,

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

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took a cruise to celebrate our 56 wedding anniversary. The cruise was booked on February 6, 2024, using a Carnival ************ Promotion which included a $200 on board credit on Booking G2PG09. The embarkation process went very well, and we were off to a typical Carnival great start. Unfortunately, the ship was understaffed, and the problems began on day one.From day one, we could not get to sleep. There was extremely loud noise and we complained to **************** every day requesting a move to another cabin. On the sixth day we were moved to another cabin, and we were very thankful to the Manager.We thought that the move would be the end of our problems. The new room experienced a major leak that precluded us from using it from an entire day while it was fixed. We also found out that a promotion of $200 was not awarded to us by the Carnival ************ because of an internal issue that allows them to change the codes at booking. We also experienced a leak at the main dining room that required us to change clothing. The food and the lines were horrible just like the new system of requesting seating thru a Wi-Fi system which did not work properly.I wrote upon arrival to the Senior Director of ******** care as well as to the division President.None of them cared. I have begun posting my experience in detail at various sites so that others can be aware of what can happen to them.We were offered a nominal credit for a future cruise that does not compensate for a fraction of the issues that we experienced. I replied that they could keep it as it was very insulting.I expect an apology and would like to have Carnival on ************ Offers warn that offer may not be true, and at a minimum I would expect a refund or credit for the cruise which was clearly ruined by Carnival. I have detailed dates, actions and pictures of our ordeal which are not included here because of space limitations. I may not even use it because of the way I now feel about Carnival.

  Business response

  07/11/2024

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

  Im deeply sorry to hear that his special celebration for his 56th wedding anniversary was marred by a series of issues. I hope he will accept our sincere apologies for the inconveniences and discomfort he endured during his cruise.

  Upon further review, the promotional offer in which he was booked under on 02/06/24 did not include an onboard credit. We apologize for any confusion or miscommunication regarding this matter.

  In recognition of the noise disturbances he encountered, our onboard team issued him a $200 onboard credit.Additionally, when he reached out to our ********************* after his cruise, he was extended a future cruise credit for the cabin in the amount of $321.80 as a gesture of goodwill.

  Regarding the leak in his cabin,we understand how disruptive this must have been. To compensate for this inconvenience, he was issued an excursion totaling $259.98.

  We are truly sorry that his anniversary celebration did not go as planned, and regret that he felt unheard and undervalued. We had hoped these compensations would help to address some of the inconveniences he faced.

  Once again, we apologize for his disappointing experience. We hope that, in time, we can regain his trust and have the opportunity to welcome him back on board for a more enjoyable and trouble-free cruise.

  
  Sincerely,

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

  Customer response

  07/12/2024

   
  Complaint: 21974498
  
  I am rejecting this response because:

  The trip was booked through the Player's promotion and confirmed at the time it was made. 

  The assistant manager did make a $200 credit which was a wash with the credit that never was issued and was not higher because as the manager stated to me that was the limit of what he was authorized to do.

  The excursion that he offered because of the leak ion the cabin was one of the many abusive charges that Carnival made during this cruise. Most of the participants were dissastisfied with the excursion, the guide hardly spoke any English and there was no time at any of the 2 stops that it made. As I stated in my letter to ******** care if I had paid for it I would have requested a refund.

  The dining room issue where we had to go and change because our seats were soaking wet was not even addressed, nor were the daily long lines, the intermittent Wi-Fi or the abusive prices charged at the shuttle.

  In any event at a minimum, we had to endure 7-8 days of discomfort on a cruise that charged over $100 per day for a cabin.

  Let alone that our anniversary celebration was shot. We tried to get a fair shake because the crew of the ship as shorthanded as it was tried their best.

  Other than that, we are still very dissatisfied with Carnival and as I stated in my letter to the President, they can keep the $300 additional compensation offered.

  It will likely be quite some time before we give them a try, if ever.

  There were multiple issues with this cruise which is by far the worst we have ever taken.
  
  Sincerely,
  
  *************************

  Business response

  07/15/2024

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

  I am sorry to hear that our previous attempts to address his concerns fell short of his expectations.

  I apologize for any confusion and frustration regarding the promotion and the onboard credit and that the credit issued by the assistant manager did not fully compensate for the inconvenience.

  I apologize for not addressing the dining room issue and that this incident added to his discomfort. I acknowledge the frustration caused by the daily long lines, internet disruptions and shuttle prices. These aspects of his experience are critical for us to understand and improve upon.

  I understand that enduring 8 days of discomfort on a cruise meant to celebrate his anniversary is particularly disheartening. The crews efforts to do their best despite being short-handed are commendable, and I am glad to hear they made an impression.

  Once again, we sincerely regret that his anniversary celebration was not the joyous occasion he had hoped for and apologize for his disappointing experience.

  
  Sincerely,

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

  Customer response

  07/17/2024

   
  Complaint: 21974498
  
  I am rejecting this response because:

  It is inaccurate.

  For 35% of the cruise (5 days) we were unable to sleep. The cruise line was not able to relocate us for 6 days because there were no comparable cabins available.

  Finally, a cabin became available because the occupants had to leave the ship due to illness. That is when we were relocated to a new cabin. Nothing had been offered by the cruise line at that point and they clearly stated that we had to take the noise that their hands were tied.  After moving us to the new cabin the new cabin developed a leak which prevented us from using it for one more full day. That is when the manager offered the $200 credit and excursion because of his embarrassment and stated so on his letter to us.

  When we checked on the $200 credit, we found out that the credit we were supposed to get when booking the cruise was not there. We raised the issue and were told to take it up with corporate because often when bookings are made, they (the booking agent) change the codes and the credit disappears. All of this is documented in letters to *********************** as well as to the President's ****** with all details.

  None of the above included the issue with a leak over our table at dinner and the soaking of our clothes that occurred after the transfer to the new room. The poor service and informative meetings that became sales pitches and the cruise director had to apologize to everyone.

  Carnival can keep the offensive compensation that they offered. I am not likely to ever used as it seems to me that they lost their way and I cannot patronize it anymore, nor will my sister and her husband who were with us in this disastrous cruise.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The 1st day of the cruise while on the ledo deck waiting for our rooms to be ready they told us to enjoy lunch. I had a cheeseburger at the burger bar and while eating discovered a long piece of hair in my burger. I alerted one of the bus boys and showed him he returned with the head chef who apologize and questioned if I needed medical assistance. I told him I did not and he stted he would make sure I was taken care of. 2 issue my 2nd night I returned to our cabin with my children at 1am we prepared for bed and my 2 girls drifted to sleep well above my head I kept hearing what I thought to be a suit case rolling across the floor this went on for hours as well as sounds of suitcases were being stomped on the floor// my ceiling, tables were being dragged across as well as u could hear foot steps I endured this as long as I could I went to guest services at 4am and asked what is the noise above my head the rep who was unapologetic stted she couldn't see per the boat's map I also stted other concerns that my daughter cover up we think was mistakenly taken with the laundry and that massage of 75mins was shorten. The rep stted she seen a case open for the hair in my burger no cover up turned in and I would need to address the spa, she stted she would call someone in regards to the noise. I asked for a manager she stted she would be available @ 8am. I went back to my loud room. I started to finally drift off to sleep being so tired - noise still going on//but @ 5:11am maintance man knocked on the door and said u have noise. I said yes they just dragged a table across the floor a few moments ago. He stted he would check it out. @ 8am I was back at guest services to speak to a manger, I went over all the complaints and the noise was the main issue at this point we docked in the ******* and I haven't slept at all. I have 2 special needs children 1 in a wheel chair and how could I entertain and be present with no sleep. The manager told me to check into it and come back @ 4pm

  Business response

  07/10/2024

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

  I am deeply sorry for the multiple issues she encountered during her trip.

  Upon further review, we see that one of our agents has contacted her via phone to address her concerns and will follow-up with her once the investigation is completed.

  Thank you again for bringing these matters to our attention. We look forward to welcoming her on board again soon and providing her with the exceptional service she expects and deserve.

  Sincerely,

  Guest *************** ****** of the ****************** style="font-size: 0.875rem;">Carnival Cruise Line
  *****************************br>*****, FL 33178

  Customer response

  07/10/2024

   
  Complaint: 21964698
  
  I am rejecting this response because: they offer me $150. Credit. I dnt plan on using their services in the future. My trip was ruin from the 1st day eating a long piece of hair
  
  Sincerely,
  
  ***************************

  Business response

  07/11/2024

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

  We regret to learn of her disappointment with the compensation offered. We are truly sorry things didnt work out as she would have liked. We have documented her dissatisfaction with our offer.

  It is extremely disheartening to know that this cruise is potentially her last cruise with us and that we are no longer the cruise line for her. We can only hope in time she forgives us and give us the opportunity to regain her confidence.

  
  Sincerely,

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

  Customer response

  07/16/2024

   
  Complaint: 21964698
  
  I am rejecting this response because: I will be taking legal actions. I have 2 kids with disabilities. This trip was a disaster and u offer $150. For me eating hair, a spa that was not 75mins and a whole night of no sleep due to noise. I will see you in court
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 6-13-2024 the Casino Host on board the Carnival Conquest comped 3 dinners for my family equaling $147.00. When we received the statement the next day I was charged the $147.00.I have placed 2 ticket numbers with Global Services (******, ******) and I still not have received any refund. There is no phone number to call and they only deal with issues by email. This is now going on three weeks.

  Business response

  07/09/2024

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

  I sincerely apologize for the inconvenience and frustration caused by the delay in processing his refund for the three dinners.

  We have reviewed his case, and I am pleased to inform him that the refund will be processed. He should see the refund reflected on his account within the next 14 business days.

  We understand the importance of timely communication and regret that he did not receive the resolution sooner.

  Once again, we apologize for the inconvenience and thank him for his patience and understanding.

  
  Sincerely,

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

  Customer response

  07/23/2024

   
  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.
  
  Sincerely,
  
  *****************************

*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. ↩