ComplaintsforCarnival Corporation

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Past Booking Number L14JR1 Current Booking Number X09GQ6 We booked a cruise that was to set sail on December 2021, Carnival Cruise line canceled the booking and advised us that we would be able to receive a credit for a future sailing. We booked a cruise for a September sailing. I called in March of this year to request that the credit be applied to our sailing, I spoke with an agent who advised she would complete the form but I must pay a deposit first so I did and the agent advised me that once the deposit was paid I could check back in a week and the credit would be applied to my booking. In May we were ready to complete our payment and noticed that no credit had been applied so I called back in and another agent advised that she would also complete ANOTHER form and the credit should be applied. I called again today and no credit has been applied. The final payment is due in early July and we would have made our final payment if this company would just be honest and apply the credit. This is A HUGE HASSLE FOR A PROBLEM CARNIVAL HAS CAUSED!! Each time I call I have to go through a series of the same questions with no resolution to my issue. At this time we would just prefer our deposit back so that we can book another cruise line and Carnival can just keep the money from the cruise they canceled. This is not worth the headache! If this is how this company handles returning customers I want nothing to do with them.

  Business response

  06/15/2022

  Our records indicate this is a duplicate request 

  BBB CASE: 17293988
  Carnival Liberty 12.24.2021 # L14JR1
  Carnival Sunrise 09.24.2022 # X09GQ6
  **************************************
  
  To Whom It May ********************* you for the opportunity to respond to our valued guest.
  
  We are sorry to learn that our valued guest is displeased with the timing and handling of the situation, please know we are all trying our absolute best.
  
  Our records indicate that the $100.00 future cruise credit was applied to the new booking; as well as,the VIFP membership number for ****** and we appreciate the patience and understanding shown; however, we are unable to issue a refund for a non-refundable deposit on the new booking which was created by our guest via carnival.com with the full terms and conditions of the selected offer.
  
  That said, should our guest choose to move their ************* date they can contact our ************************* for rates and availability, based on both of their VIFP numbers.
  
  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

  06/15/2022

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

• Initial Complaint

  05/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Carnival Cruise Line,I have an upcoming cruise that I am going on, called the 5 Days Western ********* from *****, **. My confirmation number isW42QD6.I had an ample amount of issues before my departure for this cruise.I have had to call Carnival Cruise many times to resolve disputes about my delegation's travel for a birthday. My delegation was told that if one person purchases a drink plan, allmust buy one. Only one person in my delegation wanted the Cheers package and the rest of the group was purchasing the Bubbles package. Upon calling Carnival again the next time, they mentioned that this was impossible and that everyone had to get the same drink package except for the person who is underage. During this call, upon requesting to speak with a supervisor, the agent abruptly hung up the phone.I highly suggest that your team pulls the call records and looks into this incident becauseI have been providedwith misinformation multiple times via phone. The agents on the customer service phone line have been very rude to me and my delegation and have been of minimal help. I am highly dissatisfied with the service that Carnival is providing, given that this is my first time traveling with this company. I am requesting compensation to elevate from my troubles and more clear information.I look forward to hearing from you soon.Best,******

  Business response

  06/03/2022

  BBB CASE:17292703
  Carnival Paradise 06.04.2022
  BOOKING # W42QD6
  *********************** in cabin 1
  
  To Whom It May ********************* you for the opportunity to respond.
  
  We are sorry to hear that our guest is displeased and the information regarding the Cheers Beverage Program is available 24/7 via carnival.com and when purchasing the option via the Fun Shops Manage My Cruise.
  
  CHEERS! is an all-inclusive beverage program that allows guests to enjoy a wide range of alcoholic and non-alcoholic beverages by paying a flat daily rate. Guests must be 21 or older to purchase CHEERS! and each adult assigned to the same stateroom must also purchase the program. https://www.carnival.com/help?topicid=1106
  
  CABIN 1)*********************** 03.16.2001 is 21 years of age at the time of cruising and in his ***** cabin are four other guests with DOB 03.25.2001, 06.20.2000, 09.26.2000 and the remaining guests DOB is 07.17.2001 and therefore, under the age of 21 and would not be required to purchase the Cheers Beverage Program.
  
  CABIN 2)One guest DOB 05.22.2001 and the other guest in the cabin is a minor; therefore,only the guest 21 years of age or older will be required to purchase the Cheers Beverage Program
  
  CABIN 3)One guest DOB 10.24.1968 and the other guest in the cabin is a minor; therefore,only the guest 21 years of age or older will be required to purchase the Cheers Beverage Program
  
  CABIN 4)One guest DOB 05.11.1946 and the other guest in the cabin is a minor; therefore,only the guest 21 years of age or older will be required to purchase the Cheers Beverage Program
  
  CABIN 5)Both guests are over the age of 21
  
  While we understand that not all of our guests will want to take advantage of the benefits; the CHEERS! Beverage program is only available if purchased for each guest in the cabin over 21 years of age. In situations where not all of the adults guests in the cabin will be using the program, it may be better to purchase drinks individually, as there are no exceptions.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line 

• Initial Complaint

  05/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Carnival cruise owes us over $722 dollar refund as promised by several employee at termal 3 in ************** on 5/40/2022. Three officers as witnesses if you are able to pull up cameras. At the time of boarding we were sent to guest resolution where we could either pay additional funds to get on for covid testing or get refunded by contacting customer service. However now we have called over **** agents of carnival cruise lines and have been denied each time a refund and sadly for all different reasons. The last person I spoke to try to blame me for being past 7 month pregnant being here the reason I could not board the ship however if I paid the additional funds I would be on the boat right now. I asked even for a credit at least so we are able to travel at a later time and were also denied after being told by **** who walked us to guest resolutions. By three managers in guest resolutions thats we would be refunded and also irin another manager told us we would be refunded. We were escorted out side to over 90 degree weather to stand outside for over 3 hours waiting on our luggage. Please help. We were scammed out of our money. If we knew we could not get anything back I would of spent more just to get on but now I am being blamed for why we can not board a ship and not get refunded after being promised one. Employee were already fishy when they did not want to provide names nor a case number with cops of incident as if they wanted no records of what happened and every new employee that we spoke to told us something different or that they knew nothing. This was supposed to be our 4 year anniversary trip and Babymoon trip and now we are out of almost $800. Someone please help. You could reach me or my husband at ******************** his number is ********** and my information is ************************* **********. Our BOOKING NUMBER: Z65TX5 SHIP: CARNIVAL LIBERTY SAIL DATE: 05/30/2022 and **** had me on the phone for over 1hr to transfer me blindly 2 *****

  Business response

  06/03/2022

  BBB CASE: ******** and 17292307 
  Carnival Liberty 05.30.2022
  BOOKING # Z65TX5
  Deiontia ********* AND ************************* COMPLAINT # ********
  
  To Whom It May ********************* you for the opportunity to respond.
  
  ********************** created the booking via carnival.com 05.24.2022 with full COVID Protocols advised on our site and failed to submit an exemption request or provide the required proof of vaccination and after ********************** became verbally abusive he was escorted out of the cruise terminal by security and we apologize that he needed to wait while their luggage was located.
  
  Calls captured for training purposes have also included ********************** with his voice raised, irate, threats and rude comments and our ***** Services team have handled them in a calm professional manner and advised each time they needed to disconnect the call. 
  
  That said, we had the pleasure of speaking with ******************************************, the second guest in the cabin and wish her a healthy, happy pregnancy and advised that as a good will gesture even thou Carnival Vacation Protection was not purchased, that we have extended a future cruise credit in the amount of $548.00 to redeem within one year 05.30.2023.
  
  We are truly sorry things didnt work out as our guests wouldve liked; however, our position remains unchanged and we are not able to offer a refund. 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

  05/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to be refunded for the two shore excursions that I purchased for my daughter and I, on the Panorama May 7th 2022 sail datem booking # V29KQ6. We did the horseback ride/stone Island in ********. My $200 camera was stolen. I spent a lot of time waiting in line at guest services and nothing was done about it. Then we did the Luxury sail and snorkel in *******************. I paid $50 for pictures that they were supposedly going to email to me, that same day. I once again spent a lot of time at guest services and nothing was done about it. Needless to say, I wish I had never done either! I would like my money refunded for both terrible excursions. I have yet to receive the pictures from the Luxury sail and snorkel that I paid $50 for.I would like the money refunded for my whole trip due to unsatisfactory service and conditions. We were forced to wait hours in the heat to get on the ship much, much later than our arrival appointment. Our bags were riffled through with several items (an expensive bottle of wine, energy drinks and 12oz cans of coffee) that we were told that we were allowed to have confiscated and never returned to us. Later I was told that they had to be carried on. The ****** just took my stuff without asking so I didn't have a chance to remove my items. I'm glad though because it was hours in the hot sun that I would have been holding my stuff otherwise. I would like $269.98 for our Luxury Sail and Snorkel excursion, $169.98 for our horseback riding/Stone island excursion and $657.72 for our cruise fare refunded. A total of $1,124.68. I would like it refunded to my original form of payment. This cruise was terrible all the way around. I was ripped off of both my money and time. I have spent too much time attempting to get help from customer care with no response.

  Business response

  05/31/2022

  Thank you for contacting us about *************************** cruise aboard the Carnival Panorama.
  
  Were so glad Ms. **** chose to sail with us; however, it was disappointing to learn that their cruise did not live up to their expectations.
  
  Im very sorry to hear of ************** dissatisfaction with the manner in which we addressed her issues and apologize that our genuine concern didnt make the impact it should have.
  
  In reviewing ************** complaint, we see she contacted ***** Services on May 11,2022, and spoke with our agent, *****. Ms. **** advised she had left her camera during her shore excursion in **********.  No reference was made regarding her camera being stolen during her conversation with the agent.  As per ************** request, a message was sent to the tour operator to check for her camera. ***** Services received a response from the tour operation manager on May 13, 202, advising the water taxi office and restaurant staff searched for her camera with negative result.  With that being said, Carnival is not liable for lost or misplaced items.
  
  Were sorry to learn Ms. **** has not received her photograph purchase from the excursion vendor for her tour in *******************. We have reached out to the Shore Excursion Manager on the Carnival Panorama.  They have been instructed to have the tour operator reach out to Ms. **** via the email she provided.  We sincerely apologize for her frustration regarding this matter.
  
  Lastly,in reference to ************** confiscated beverages, on embarkation day, a small quantity of non-alcoholic beverages (i.e., sparkling water, sodas, energy drinks, juice, and milk), packaged in cans or cartons, may be brought on board and must be in the guest's carry-on luggage.  A small quantity is considered a maximum of 12 sealed, unopened cans/cartons of 12-ounces/354-ml each or less, per person.  This information is available to all guest via Carnivals website:
  
  https://www.carnival.com/help?topicid=2633
  
  We are truly sorry things didnt work out as Ms. **** wouldve liked; however, our position remains unchanged and we are not able to offer her a refund of her cruise or excursions.
  
  It is always discouraging for us to learn that our guests have returned home disappointed.  We hope we have the opportunity to win back her confidence on a future Carnival cruise. 
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  ***************************
  ***** *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-PO-05312022-1

  Customer response

  05/31/2022

   
  Complaint: 17282209
  
  I am rejecting this response because: Nothing was done. I want my money back. I did not have more than the allowed amount of beverages when my stuff was gone through, taken and never returned. I want refunded for the horrible cruise, where I felt unsafe. I had my stuff stolen and was very taken advantage of. Carnival is not offering to do anything to make it right. I now find them to be a shady, disgusting corporation. I intend to tell, and post my horrible experience with them for as many people as possible. 
  
  Sincerely,
  
  ****** Wild

  Business response

  06/01/2022

  Thank you for contacting us on behalf of Ms. ****** Wild.
  
  We are sorry to learn of ************** continued disappointment with our previous response.  Our team has carefully reviewed her request and our position remains unchanged.  We truly regret things didnt work out as she would have liked, but this is our final disposition on this matter.
  
  We appreciate her understanding.
  
  ***************************
  Guest *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-PO-05312022-1

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately two years ago my Husband and I booked a cruise, with our friends, with Carnival Cruise Line. This would have been our third cruise with them. The first time we were contacted by Carnival was due to the Mardi Gras was not ready to set sail as it was a new ship still under construction. We were offered to take a 'Refund' or 'Rebook' our cruise. Us and our friends 'Rebooked.' Then due to COVID, we were contacted again to get a 'Refund' or 'Rebook' our cruise again due to COVID and the ships were not sailing. We 'Rebooked' the Mardi Gras to sail out on September 10, 2022. April 2022, I did my research on 'Cancelations' through ****** and Carnival's website. Per ****** and Carnival's website, due to us 'Canceling' way in advance we should receive a refund. I went online and 'Canceled' our cruise. After hitting the 'Cancel' button on Carnival's site, I was expecting another page to come up for information on 'Refunds', 'Rebooking' or something and it did not. It just deleted our cruise. I asked my Husband to check his email, as I figured they would probably send an email or contact us by phone. Almost a month later with no contact. On May 5, 2022 I called Carnival Cruise Lines and inquired about our Booking # M84WR3 and after talking to three people, being on the phone 2 hours and 28 minutes total and talking to a 'Resolution' person I was informed we would not be getting a refund or a rebooking due to when we 'Rebooked' the two times (That was not because of us) our money from the 'Rebookings' became 'Credits' that were non-refundable. I was given an email address to write to explain my situation. As I told the 'Resolution' person. Carnival's site does not have information telling people that once you 'Rebook' it becomes 'Credits' and you forfeit your deposit or in this case ******* - ******* due to a whole cruise that was paid for had to be be rebooked twice and not because of my Husband and I.

  Business response

  06/09/2022

  BBB CASE: 17285978
  *********************

  To Whom it may concern:

  Thank you for the opportunity to respond.

  *** Future Cruise Credit
  OBC- Onboard credit
  
  # 7RXW80 the Mardi Gras 10.24.2020 delayed delivery
  An *** was issued as a good will gesture 25% *** based on booked cruise fare of $624pp = $156pp future cruise credit no cash value
  Additionally, no funds were held on this booking and per request we transferred the $350.00 to their new booking # C76JK7
  
  # C76JK7 the Carnival Magic 10.24.2020 with a total of $500.00 applied was canceled due to the ******19 pause in operations and the guests given opportunity to select from two options 1) Full refund 2) *** of $500.00 with $600.00 OBC our Enhanced Value Offer and on 10.07.2020 the guest chose Option 2 and to have the difference of $677.14 refunded to **** x ****
  
  # M84WR3 on 05.12.2021 the guests chose to rebook the Mardi Gras 09.10.2022 sailing and the $198.00 non-refundable deposit was made with MC x **** plus we applied the *** from both of the above bookings and the bonus OBC of $600.00

  A) On 01.21.2022 we issued a Guest Operational Update given that some guests may have a change of heart or be unable to sail as we advised that we would be operating fully vaccinated sailings until further notice. We advised that full refunds for non-refundable fees and deposits would be available until February 15, 2022 if they chose to rescind their previous offers.
  

  B) As noted on every guest cabin confirmation are the terms and conditions of the Non-Refundable deposit and not all fare codes are the same; therefore, reading on the internet what may or may not apply to a reservation is not recommended.
  
  On 04.17.2022 booking # M84WR3 was canceled via Manage My Cruise on carnival.com and a system generated notification advises that the deposit is non-refundable and a follow up system generated cancellation notice is also sent that advises the penalties that were applied, in the event guests have travel insurance this notices serves as supporting documentation.
  
  That said, the offer extended to our booked guests who have selected a non-refundable deposit promotion, or are in penalty stage is the ability to re-shop for rates and availability to move/change the ship and sail date without fees.
  
  We are truly sorry things didnt work out as our guests wouldve liked; however, our position remains unchanged and we are unable to offer a refund 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

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carnival cruise ship failed to honor the free upgrade for my booking from oceanview to balcony

  Customer response

  05/31/2022

  My cruise date 9/10/22 booking number X10NN9 I had a free upgrade , but was unable to have it applied to my trip. It was a upgrade to a balcony from my ocean view . I would like to have this applied..

  Business response

  06/03/2022

  BBB CASE:17285973
  Carnival Paradise 09.10.2022
  BOOKING # X10NN9
  ***********************
  Blue VIFP # ********** new rookie cruiser
  
  To Whom It May ********************* you for the opportunity to respond to our valued guest.
  
  The guest booked online via carnival.com 04.14.2022 and on 05.05.2022 via Manage My Cruise on carnival.com upgraded from an ocean view on deck 4 to a balcony on deck 6 and the upgrade cost was $150.00 not complimentary and when she contacted us by phone to see if there was something closer to her sister she chose to move back to an ocean view and we processed the $150.00 refund back to MC x 3090.
  
  That said, she does currently have an upgrade offer which once again she can select WHILE AVAILABILITY LASTS, these are limited and capacity controlled, once the upgrades are gone, they are gone and she can either call or process the request once again via Manage My Cruise; however,the cost *** vary for the upgrade as it is based on remaining inventory.
  
  We are unable to amend reservations via correspondence, there is no compensation due 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

  06/06/2022

   
  Complaint: 17285973
  
  I am rejecting this response because:
  The offer is 175 currently not 150 which I  was told that there wasnt a balcony toward the back , bit later I saw where there was so the rep lied . 
  Sincerely,
  
  ***********************

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family was booked on a cruise leaving out of *******, ** on May 28th. Two days before our departure we were told our cruise was canceled. We were told we would be reimbursed 100%. This however did not include the airfare we paid. They are only willing to reimburse $200. Im trying to understand why I have to lose money for something the cruise line should be responsible for.

  Business response

  05/28/2022

  BBB CASE: 17285045
  Carnival Freedom 05.28.2022
  BOOKING # V73VC4
  *******************************
  
  To Whom It May ********************* you for the opportunity to respond to our valued guest.
  
  We understand our guests frustration and apologize for the inconvenience and disruption this has caused.Due to the recent incident on Carnival Freedom, this was the only way we can bring home the guests impacted on that cruise, providing them with a speedy time.
  
  We can confirm the offer extended to our guest : Automatically receive a 100% full refund of cruise fare and any pre-processed items, such as shore excursions, Funshop orders, pre-paid gratuities, transfers, and Fly2Fun, CVP, in-terminal pre-cruise testing, will be issued to the original form of payment. PLUS, a full future cruise credit to be redeemed by May 31, 2023, on any Carnival Cruise Line departure open for sale.
  
  In the event a guest did not purchase the fully refundable Fly2Fun as part of their cruise package and chose to purchase Independent Air:  Guests can submit supporting documentation to email ********************************************  if they are unable to work with their airlines for up to $200, per person reimbursement. 
  
  We are truly sorry things didnt work out as our guests wouldve liked; however, our position remains unchanged and we are not able to offer additional compensation.  This statement may be considered our final position regarding this matter.
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line 

  Customer response

  05/31/2022

   
  Complaint: 17285045
  
  I am rejecting this response because: offering $200 in airfare is unacceptable. We paid over $500 per person to travel to ******* for this cruise. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2019 we booked a 5 day cruise through BJs travel on the Carnival Elation. We were suppose to sail May 2020 but because of covid carnival canceled our cruise and gave us the option for a future cruise credit or a full refund. We decided to do future cruise credit and just rebook for 2021. Unfortunately our 2021 cruise on the carnival Mardi Gras was canceled too due to Covid. But again we decided to book a 2022 cruise on the carnival Mardi Gras and use our future cruise credit towards it. Well in January 2022 they sent out an email stating if we wanted to cancel our cruise because we could not meet the covid protocals we would recieve a full refund. So that is what I did. I was told that we would have a future cruise credit for the amount of our first cruise that we would have to use by September of this year. I said no I don't want a future cruise credit because I'm not sure I will be sailing this year. So they released the future cruise credit and said it would be refunded to the card it was charged to. We received our refunds for the extra money we paid towards the last two cruises within days of cancellation. Well our original cruise amount of $1,071.92 was not refunded. We never received a refund on this money for about two months and then I called to try and figure out what the issue was. They said it was because the money had bounced back to them because the card it was charged on had closed. We knew my mom's card was closed and we told them that and they said they had to try again to send it to the closed card and if it bounced back again they would send a check. Well about a month ago carnival said our check was being put in the mail the next day. Then two weeks later when we hadn't received a check we called and carnival told us they were putting it in the mail today. Well now it has been a week and we still haven't seen a check and we are still out $1,071.92. At this point I would have been back from my cruise if I didn't cancel. Not happy with Carnival

  Business response

  06/03/2022

  BBB COMPLAINT # ********
  Carnival Elation 05.16.2020 # B22JV0 booked through an Agency
  Mardi Gras 04.30.2022 # L50MK2
  *********************
  
  To Whom It May ********************* you for the opportunity to respond.
  
  In response to the refund in the amount of $1071.92 our records indicate that check # ******* in the amount of $695.00 was issued; however, the remaining balance of $376.92 is unable to be issued as the a dispute was filed with the credit card company we refunded them, they refund or credit the account;therefore, no additional is due.
  
  We are truly sorry things didnt work out as our guests wouldve liked. 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

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Me and three of my friends booked a 3 days cruise out of ***** on Carnival Conquest from 5.27.22-5.30.22. We were scheduled to depart on 5.27.22 at 3:30pm and had two balcony rooms booked. We received an email from carnival at 4:56pm on 5.26.22, stating the cruise would be cancelled. This cancellation was not due to any government order or carnival conquest ship malfunction. This was less than a ***************************************************** Miami. We do not have money to pay for a hotel stay until May 30, 2022. I called carnival at 5:03pm on 5.26.22 and was informed by the executive resolutions department that Carnival will not compensate changes in airfare for return travel or for room accommodations for those left stranded in miami. Carnival deliberately put pressure on our airlines to rectify a situation they caused. Although they mention refunding the amount paid for the cruise, they only mentioned partial refund of airfare up to $200. My flight alone was $672.20. Carnival caused many hardships for their clients and refuses to take accountability for their actions. I am requesting full compensation of my flight and additional compensation for any additional cost spent due to hotel stays that were forced upon us due to this cancellation.

  Business response

  05/28/2022

  BBB CASE: 17260420
  Carnival Conquest 05.27.202
  BOOKING # M45CK9
  ***************************
  
  To Whom It May ********************* you for the opportunity to respond to our valued guest.
  
  We understand our guests frustration and apologize for the inconvenience and disruption this has caused. Due to the recent incident on Carnival Freedom, this was the only way we can bring home the guests impacted on that cruise, providing them with a speedy time.
  
  We can confirm the offer extended to our guest was : Automatically receive a 100% full refund of cruise fare and any pre-processed items, such as shore excursions, Funshop orders, pre-paid gratuities, transfers, and Fly2Fun, CVP, in-terminal pre-cruise testing, will be issued to the original form of payment. PLUS, a full future cruise credit to be redeemed by May 31, 2023, on any Carnival Cruise Line departure open for sale.
  
  In the event a guest did not purchase the fully refundable Fly2Fun as part of their cruise package and chose to purchase Independent Air: Guests can email ********************************************  if they are unable to work with their airlines, to send supporting documentation to email address for up to $200 reimbursement. 
  
  We are truly sorry things didnt work out as our guests wouldve liked; however, our position remains unchanged and we are not able to offer additional compensation.  This statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line 

  Customer response

  06/09/2022

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

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my cruise due to PCS orders. I was told if I sent my orders to ************************************ or fax them to ********** I can get full refund. So far, I've been only refunded partial refund. I've constantly tried to reach someone and I am either on hold or be told that I will receive the refund soon. I am already under enough stress with moving I shouldn't have to go through this especially since I've followed every instruction given to me.

  Business response

  05/28/2022

  BBB CASE: 17258344
  Carnival Liberty 06.03.2022
  BOOKING # V44MC5
  *************************
  
  To Whom It May ********************* you for the opportunity to respond to our valued guest. First and foremost, we would like to extend our sincere appreciation for her service in providing the blanket of freedom we know today.
  
  We have gladly located the canceled reservation and our records indicate that we advised the correct email address of ********************************** for consideration of cancellation charges, the email address ************************************ is for verification of status for reduced rates for eligible guests.
  
  That said, if ************** would like to attach in response the required supporting documentation we will gladly forward to ********************************** on her behalf for review of the $180.00 cancellation charge. Please note, that when we review a reservation to consider if we are able to offer compensation, the compensation is always extended in the form of a future cruise credit to the cardholder; not a refund.
  
  Kind Regards,
  Carnival Cruise Line 

  Customer response

  05/31/2022

   
  Complaint: 17258344
  
  I am rejecting this response because: I was told on the phone that I would receive all of my money back. Obtaining only cruise credit for the remainder portion doesn't make sense as I have already received partial of the trip back on my credit card and was told I would get the rest once I have proof of orders. 

  If that was not the case, why was I not told that cruise credit was the only option? The employee I spoke to made it clear that because I have orders, I will receive all of my money back. If I wanted cruise credit, I would of just asked for that instead of going through this month and half hassle of getting my entire payment back. 

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

  Business response

  06/03/2022

  BBB CASE: 17258344
  Carnival Liberty 06.03.2022
  BOOKING # V44MC5
  *************************
  
  Thank you for the opportunity to respond once again.
  
  Our original response was a sincere and genuine effort to address the comments and concerns of our valued guest and not to trivialize or disregard the request and the refund processed was for the taxes, fees and port expenses in the amount of $105.86pp; therefore, the remaining amount on the booking is the $90pp cancellation charge for the 3 day sailing.
  
  We always appreciate hearing from our guests, and whilst we are truly sorry that our guest is are displeased with the timing and handling of the situation, we value the feedback and take it to heart and reiterate that with supporting documentation sent to ********************************** we will gladly review the request for special consideration.
  
  We are truly sorry things didnt work out as our guests wouldve liked; however, our position remains unchanged and we are not able to offer a refund.  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 

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