ComplaintsforCarnival Corporation

• Initial Complaint

  11/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  BOOKING ******* & ******* On the above two bookings, at the explanation of the Carnival agent and their help, USD 1000 was transferred from my original master card to my Two Barclays card with the understanding that I will receive a credit on my original credit card. I have not received the credit and have contacted Carnival on 19 Nov and was told it shall be coming shortly. I am concerned and have also emailed carnival. Request to forthwith issue the credit pls. Thank you. *******

  Business response

  12/14/2021

  Business Response /* (1000, 10, 2021/12/03) */ BBB CASE # XXXXXXXX Carnival Breeze 12.20.2021 # ****** & # ****** ******* ******* To Whom It May Concern: Thank you for the opportunity to address the comments and concerns of our valued Platinum VIFP guest, ******* *******. We can confirm that the refund in the amount of $649.14 for booking # R50GL6 and $350.86 for booking # R50GM9 were sent to our processing queue on 11.17.2021 and it can take 5-7 business days for the transactions to post and up to one full billing cycle for the credits to appear on your card statement. We look forward to welcoming you and your family on board soon. Kind Regards, ****** ***** Carnival Cruise Line Consumer Response /* (2000, 17, 2021/12/14) */ Thank you for the e mail. I missed your original e mail. I am just tired dealing with Costco. After so much humiliation and effort, they finally returned my money. Their customer service, care for customer satisfaction and experience, and promises / statements made to customers are worthless.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a cruise with carnival cruise line in August 2021 I paid my excrusions with my debit card on the 18th of August over 300 dollars worth I have paperwork to proof , I had to cancel 2 weeks later , I am still waiting on my refund from them I called at least 6 times never any answer, I emailed at least 4 times no answer , 4 mos later still no refund from this company

  Business response

  12/03/2021

  Business Response /* (1000, 7, 2021/11/22) */ BBB CASE # XXXXXXXX Shore Excursion order # ********* ******* ********** To Whom It May Concern: Thank you for the opportunity to respond. We are sorry to learn that your processed refund in the amount of $339.96 with the transaction date of 09.01.2021 to the original form of payment x 7727 has not posted to your account and we have gladly attached the digital confirmation that the funds were accepted, not rejected or denied and kindly ask that you escalate the request with bank management or file a dispute for missing funds and refer to # XXXXXXXXXXXXXXXXXXXXXXX to assist them in locating the funds. We look forward to welcoming you onboard when the time is right for you. Kind Regards, ****** ***** Carnival Cruise Line Consumer Response /* (2000, 9, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have checked with my bank and the money has been credited, I usually get a text for any credits that are coming in , it's sad I had to take this route because nobody at carnival customer care dept did a good job you are on hold forever and you never get a response back not even an email they need to do better , thank you BBB for getting thus straightened out for me

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally booked a cruise for last year June 8, 2020 during Covid-19 for November which couldn't take place because of the CDC and decided to re-book for November of this year. My trip was canceled on November 8 by Carnival because of their 5% unvaccinated guest which I think should be better communicated with individuals especially in my situation. I want to know how long it will take to get my money refunded for a trip that they cancel on their part and let it be known that they shouldn't be booking guest for more than their 5% unvaccinated and then not immediately refunding people money. ****** $1490.96

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/11) */ BBB CASE # XXXXXXXX Carnival Breeze 11.18.2021 # K79VF4 Carnival Dream 01.28.2021 # J06GK7 ****** **** To Whom It May Concern: Thank you for the opportunity to be of assistance to our valued guest, ****** ****. We truly apologize for the disappointment in not receiving an exemption for your booking and as we advised from the beginning, there were a very limited number of spots and we could not accommodate most requests. This was one of many difficult decisions we have had to make during this pause and restart of cruising and we appreciate your understanding. Our records indicate that a full refund has been requested to the original forms of payment and we kindly ask that you allow 7-10 business days for the processing and up to one full billing cycle for the credits to appear on your card statements. Visa x 8439 in the amount of $200.00 NC x 0665 in the amount of $332.00 and $566.56 Visa x 5814 in the amount of $192.40 DS x 8335 in the amount of $200.00 We appreciate your honesty; it is extremely disheartening to know how much we let you down this time around 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. Please continue to take care of yourself and your loved ones in these unprecedented times. It is our hope that you will allow us the opportunity to win back your confidence and exceed your expectations. Kind Regards, ****** Carnival Cruise Line Consumer Response /* (3000, 7, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is still not satisfactory in that there was no exemption in place when my cruise was booked and to not communicate anything to passengers until 2 weeks before the cruise is set to sail is bad customer service. Also my refund amount total is incorrect. I'm attaching documentation to support what I paid. Business Response /* (4000, 9, 2021/11/17) */ BBB CASE # XXXXXXXX Carnival Breeze 11.18.2021 # ****** Carnival Dream 01.28.2021 # ****** ****** **** I hope all is well. Our original response was a sincere and genuine effort to address your comments and concerns and not to trivialize or disregard your request. We always appreciate hearing from our guests, and whilst we are truly sorry that you are displeased with the timing and handling of the situation, we value the feedback and take it to heart. Booking # J06GK7 $200.00 deposit payment Visa x 8439 on 06.08.2020 $898.56 balance payment MC x 0665 on 11.14.2020 = $1098.56 Sailing canceled and new booking created 12.11.2020 Booking # ****** $566.56 funds transferred in from above booking $532.00 Credit from above booking applied $200.00 payment DS x 8335 on 09.04.2021 $192.40 payment Visa x 5814 on 09.04.2021 Total payments for both bookings: $200.00 + $898.56 + $200.00 + $192.40 = $1490.96 and that is the amount provided previously as a full refund. Thank you for your understanding. Kind Regards, ****** Carnival Cruise Line Consumer Response /* (2000, 11, 2021/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm ok with the response just awaiting my refund. Thanks

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I booked a cruise for 6/13/22, booking numbers ****** and ******* During our booking we asked the salesperson Lorena Matheus multiple times if we were to cancel would we get our deposit back and she stated yes. She stated as long as we cancel before the final payment we would. She stated that with the protection plan, if we canceled before the sail date we would be refunded 100%. Due to new health issues we do not feel comfortable traveling internationally with Covid still run rampant so we decided to cancel the trip. During cancellation it was learned that there was penalty fee in which also was not disclosed to us. We are wanting the deposit back in the amount $200 per what Lorena led us to believe we were entitled to.

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/11/04) */ BBB CASE # XXXXXXXX Carnival Sunrise 06.13.2022 Booking # ****** and # ****** ****** **** Thank you for the opportunity to respond to our valued guest. We're very sorry to hear you were unable to sail with us on the Carnival Sunrise 06.13.2022. We know you were looking forward to your cruise and we empathize with your disappointment over having to miss your vacation plans and our records indicate that your bookings were canceled via carnival.com on 11.01.2021. The bookings were created on 06.28.2021 and the option to purchase Carnival Vacation Protection was added to the reservations; however, it was not paid. A payment in the amount of $100.00 per booking ($50pp deposit) was applied with DS x 2674 for a total of $200.00. Your selected Early Saver promotion offers reduced deposits instead of our normal deposit guidelines. Meaning that your reservation only required a $50 per person deposit rather than the normal per person deposit. The terms and conditions of any of our Early Saver rates that cancel prior to final payment, incur a $50 per person fee and what is left of the non-refundable deposit can be used as a Future Cruise Credit. Since your deposit was only $50 per person no additional funds remain to be used as a credit. We have reviewed your request for special consideration and regret that we're unable to honor your request for a refund of the cancellation charges. We trust you understand that cancellation charges are a standard industry practice. For this reason we offer Carnival's Vacation Protection Plan as a safeguard from financial losses of this nature. Thank you for your understanding. We hope you will once again consider Carnival when making future vacation plans. Kind Regards, Shelly ******** Cruise Line Consumer Response /* (3000, 7, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I understand this is your process, there needs to be accountability on what your salesperson told. It leads me to question the integrity of company if misrepresentation is acceptable. Business Response /* (4000, 9, 2021/11/05) */ BBB CASE # XXXXXXXX Carnival Sunrise 06.13.2022 Booking # ****** and # ****** ****** **** We are disheartened to hear that you remain displeased. While we certainly empathize with your position, we must respectfully decline your request for further consideration. Unfortunately, this is a case where we are unable to honor your request for compensation. I extend to you my sincere apologies and leave you with my best wishes. Kind Regards, ****** Young Carnival Cruise Line Consumer Response /* (4200, 11, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the very least I would think this would be a coaching opportunity for your employee but have not mentioned that once. I am disheartened that dishonesty is tolerated. I would hope that you would take this experience as a learning opportunity and ensure that salespeople are equipped with the tools to correctly set expectations with customers.I am more disappointed in the lack of ownership and accountability of the misrepresentation of your employee than the fact that we would not be refunded. We definitely go elsewhere when looking for a cruise and will share the experience with others about the lack of honesty and integrity of your salespeople.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/1/2021 I arrived to long Beach Port for my 3 day cruise to Mexico. Upon arrival I was asked for my vacation card, which I had, I was rushed though check in, showed the my covid card which is up to day with vacation & booster. I was told I needed to take another covid test, they made me sign some paper, BUT nvr explained to me about any fees, I was charged $150 which o never agreed to, Went to guess services 4 times, which all times I was told that the manager was not available. 4 Times!!!!!! Then some Some guy ****** *********** Basically told me I was not receiving any refund, at that point it was made very clear, they didn't care about my problem, more so than keeping my money. Very Rude, went down to guess services a 5 time, still NO manager. I hold a Gold Card with carnival, but I will NEVER purchase another carnival cruise, There are too many other cruise lines I could spend my $$$ and treat me like a respected customer instead of taking ppls money & not caring about their customers. Done with carnival never will spend another penny with this business. There sooo money hungry, they don't ever listen to you. #Done.

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/11/03) */ Thank you for contacting us about Mr. ***** ******' cruise aboard the Carnival Miracle. We're so glad Mr. ****** chose to sail with us; however, it was disappointing to learn that his cruise did not live up to their expectations. I'm very sorry to hear of Mr. ****** dissatisfaction with the manner in which our Guest Services Team addressed his issues and apologize that their genuine concern didn't make the impact it should have. In reviewing Mr. ******' complaint, while he provided sufficient proof indicating he was fully vaccinated upon check in at the pier, he did not have the required COVID-19 negative test documentation. As per guidelines, vaccinated Guests must be tested with a COVID-19 viral test that is either an antigen test or a nucleic acid amplification test (NAAT) within 72 hours of their cruise. Our records indicate Mr. ****** did not provide these test results and therefor he was required to be tested prior to boarding. Mr. ****** signed an acknowledgement indicating the non-refundable charge for testing which is $150.00 USD. Additionally, we have attached a copy of these requirements for your reference. This information is readily available on our website: https://www.carnival.com/Legal/covid-19-legal-notices/covid-19-guest-protocols?icid=advisory_cruisehealth_XXXXXX We are truly sorry things didn't work out as Mr. ****** would've liked; however, our position remains unchanged and we are not able to offer him a refund for the COVID-19 test. It is always discouraging for us to learn that our guests have returned home disappointed. We hope we have the opportunity to win back his confidence on a future Carnival cruise. We appreciate you allowing us the opportunity to review this matter with your agency. Sincerely, Gary Rodriguez Guest Care Executive, Office of the President Carnival Cruise Line 3655 NW 87th Avenue, Miami, FL XXXXX XXX-XXX-XXXX INQU-SS-MI-XXXXXXXX-X Consumer Response /* (3000, 7, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sorry I do not agree with what carnival is saying, what about the SEVEN times I went to Guess Services & NEVER getting a Manager, If they were Truly Sorry why No one contacted me on the ship. WHY were they so rude in regards to my situation at Guess Services. Sorry, What carnival is doing now is trying to COVER THERE ***, because I reported them. I Stand Firm On What I Said, They don't care about the customer & they showed me that. I am a GOLD CARD LEVEL, & have spent $$$$ on Carnival, but I can not support a cruise liner that cares more about what they take in $$$ rather than the customer. NEVER Carnival Again. There are others. Business Response /* (4000, 9, 2021/11/08) */ Thank you for contacting us on behalf of Mr. ***** ******. We are sorry to learn of his continued disappointment with our previous response. Our team has carefully reviewed Mr. Atkin' request and our position remains unchanged. We truly regret things didn't work out as he would have liked, but this is our final disposition on this matter. We appreciate his understanding. Gary Rodriguez Guest Care Executive, Office of the President Carnival Cruise Line 3655 NW 87th Avenue, Miami, FL XXXXX XXX-XXX-XXXX INQU-SS-MI-XXXXXXXX-X Consumer Response /* (4200, 11, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Like I stated earlier, They claim they care about there customers, but you can clearly see he NEVER addressed anything I said. I'm done with carnival, I've moved on.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted carnival to cancel cruise due to recent covid with people i have been around. I am currently sick and plan to self quarantine. I was told by carnival rep ID #XXXXX that i have to show proof. I don't understand what proof is needed. He refused my refund i asked for manager or supervisor. He sounded irritated and with no response put my call in a que with a wait time of over 2hrs. I spoke with an operator who stated that was normal? I dont understand the reason of not returning $350.

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/11/04) */ BBB Case # XXXXXXXX Carnival Sunrise 11.11.2021 BOOKING # ****** Kimberlee ****** To Whom It May Concern: Thank you for the opportunity to respond to our valued guest. Our records indicate the booking was made via carnival.com on 10.15.2021 under the fare cod FJ1 Complimentary Interior Stateroom + Drinks On Us DOU *Reserve with a $200 non-refundable deposit and receive $200 non-refundable, non-transferable total OBC (OBC can be used anywhere onboard the ship); guest responsible for taxes, fees, port expenses, CVP, transfers etc. Carnival Vacation Protection (CVP) was not purchased; therefore, should the booking cancel the taxes fees and port expenses in the amount of $135.43 will be refunded and as noted in the terms and conditions of the selected offer - the $200.00 deposit is non-refundable. At this time, the offer extended to our booked guests who have selected a non-refundable deposit promotion, or are penalty stage is the ability to re-shop for rates and availability to move/change the ship and sail date without fees. Unfortunately, we are unable to honor your request for a refund. We know this is not the answer you were hoping for and apologize in a advance for any further disappointment. We look forward to welcoming you onboard, when the time is right for you. Kind Regards, ****** ***** Carnival Cruise Line Consumer Response /* (3000, 7, 2021/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Based on the response from Carnival they donot value the health and safety of their guest. I willingly disclosed personal details about my health to avoid risking potential sickness to other guest. I will state again I willnot cruise at this time due to covid cases at work and potential covid infection of someone I have been in contact with and I currently have flu like symptoms. In the middle of this pandemic I dont want to unnecessarily expose a more vulnerable person to any type of sickness. I have taken several cruises on Carnival and have never had any issues of payment or behavior. This is un due stress on me at this time. Getting sick is out of my control it is bad customer service for Carnival to penalize me for it I once again am due a full refund under the circumstances Business Response /* (4000, 9, 2021/11/08) */ BBB Case # XXXXXXXX Carnival Sunrise 11.11.2021 BOOKING # ****** Kimberlee ****** I hope all is well. We are disheartened to hear that you remain displeased. While we certainly empathize with your position, we must respectfully decline your request for further consideration. Unfortunately, this is a case where we are unable to honor your request for compensation. We have acted in a fair and appropriate manner and at this point, we must let you know that our position is final. I extend to you my sincere apologies and leave you with my best wishes. Kind Regards, ****** ***** Carnival Cruise Line Consumer Response /* (4200, 11, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) From this day forward I will speak on this experience with Carnival. And how they chose to value money over health and safety. In my line of work I encounter several hundred travelers on a regular basis of which i share travel information and reccomendations. Furthermore, I willnot knowingly expose a vulnerable person to this sickness I am experiencing. There is data that supports vaccinated people can pass on a more severe infection.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked with Carnival Cruise prior to the pandemic. My initial cruise was ultimately cancelled by Carnival. We agreed to change the date from 2020 to 11/1/2021. After doing my research to ensure my family and I met all the criteria's to sail, I was advised that I was one day late from being completely vaccinated And had to completely cancel my cruise and the last minute! I requested a full refund. Carnival without my knowledge issues refunds to cards that I no longer have and also decided to $199 as a credit! I go date have not received a refund of $858.00 as I have no plans on sailing with this company ever again.

  Business response

  11/23/2021

  Business Response /* (1000, 10, 2021/11/04) */ BBB CASE # XXXXXXXX Carnival Imagination 09.27.2020 # ****** Carnival Miracle 11.01.2021 # ***** ******* *****. To Whom it May Concern: The below was sent to our valued guest at the same email address noted above, on 10.29.2021 in response to the inquiries sent to our Executive Office and our position remains unchanged. XXXXXX-XXXXXX Hello *******, Thank you for taking the time to contact us and keep us informed. My name is ****** and your email was shared with me as concerns of this nature fall under my area of responsibility and it is my absolute pleasure to be of assistance. Please know that our Executive team has an obligation to delegate certain responsibilities. While they are kept informed of guests' feedback, comments and concerns; requests of this nature will continue to be forwarded to my attention for handling as they fall under my purview. We are truly sorry that you, ****** and ******* were unable to sail with us onboard the Carnival Imagination 09.27.2020 / Carnival Miracle 11.01.2021 and that you are not happy with the timing and handling of the situation and we greatly appreciate your understanding during this unprecedented time, please know that we are all doing the absolute best we can and we understand your frustration. Carnival Imagination 09.27.2020 # ****** Visa x 9727 $200.00 was applied and $200.00 refunded 10.20.2021 Visa x 5557 $150.00 applied and $150.00 refunded 10.20.2021 Carnival Miracle 11.01.2021 # ****** Visa x 4954 $280.00 applied and on 10.20.2021 $81.00 refunded and $199.00 refunded on 10.29.2021 Visa x 9526 $228.80 applied and on 10.20.2021 $228.80 refunded In reference to the above noted refunds, we kindly ask that you allow up to 30 days for your financial institution to reflect the credits and at that time, feel free to contact us regarding the Visa gift card you no longer have in your possession and we will be more than happy to be of assistance with providing the information needed to request a replacement. In the event of a closed account, if the guest does not have a balance due on their account, a refund would be issued by their bank. Some banks will instead send funds back to Carnival. If funds are returned to Carnival, our Credit Card Dept. follows up with a check request to the card holder's name and address which you have provided of XXXXX Muirlands Drive, Menifee, CA XXXXX-XXXX. Not all banks return funds for closed accounts, so the card holder should contact their bank for existing policy and to verify if funds were returned to Carnival and escalate with bank management to open an investigation for Missing Funds. As always, we thank you for the opportunity to be of assistance and look forward to when we have the pleasure of welcoming you back onboard. Kind Regards, ****** ***** Carnival Cruise Line 3655 NW 87th Avenue Miami, FL XXXXX 1800.438.6744 / ************ AU CHOOSE FUN(r) This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Consumer Response /* (3000, 12, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received the final payment of $280.00. Business Response /* (4000, 14, 2021/11/17) */ BBB CASE # XXXXXXXX Carnival Imagination 09.27.2020 # ****** Carnival Miracle 11.01.2021 # ***** ******* ***** I hope all is well. Thank you for taking the time to speak with me today. We have provided the digital confirmation for each of the refunds and the full credit card number of the Visa gift card to request a replacement, along with the contact information. We look forward to welcoming you onboard when the time is right for you. Kind Regards, ****** Carnival Cruise Line Consumer Response /* (4200, 16, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted Visa Gift Card services at the number provided by Carnival. I provided the gift card number and was transferred to Bankcorp. I provided Bankcorp with the card number and they were unable to locate any information on the card. This was done twice with 2 different representatives from Visa Gift Card and 2 representatives from Bankcorp. Neither entities have been able to assist me. I have emailed Carnival and requested that they reverse the transaction and issue a refund to me by check for the amount $200.00. This is highly unacceptable that a consumer should have to chase down money that is old to them since the service was not provided. I have done everything I can on my end. Carnival needs to rectify this situation by either contacting the bank where they refunded the money or completely a reversal and I'm turn issue a refund check to me directly! Business Response /* (4000, 20, 2021/11/19) */ Please note I have even CALLED her and provided the FULL credit card number, she needs to file a complaint with VISA GIFT CARD services if they are unable to locate. Visa x 9727 gift card you no longer have in your possession, please call 1.800.847.2911 and provide the transaction reference numbers below which will help them locate the total refund in the amount of $200.00 to request a replacement. # XXXXXXXXXXXXXXXXXXXXXXX in the amount of $199.00 on 10.20.2021 # XXXXXXXXXXXXXXXXXXXXXXX in the amount of $1.00 on 10.20.2021 Consumer Response /* (4200, 23, 2021/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please note I have CALLED Visa Gift Card Service and THEY HAVE LIMITED ACCESS AND REFER ME BACK TO THE BANKCORP!!!!!!! They will not file a complaint!!! To date I have not received the remaining $200.00 refund due to me. I have made several calls trying to locate the gift card information with the card number provided by ****** *****. I have contacted Visa Gift Card service at the number provided on 11/17, 11/18, 11/19 and spoke with several different agents who insist that The Bankcorp is the issuing bank. I have called The Bankcorp at XXX-XXX-XXXX and spoke with at least 3 different agents who state they cannot locate the card information. I have been bounced back and forth between Carnival, Visa Gift Card Service and The Bankcorp trying to obtain money that is rightfully mine!! I am at a standstill. This is unfair and unprofessional on all fronts! I have advised ****** ***** and Carnivals Refund Department as well as your Accounting Department of all the issues I am having obtains this refund. I have also contacted the BBB and made a formal complaint. This has been going on at least 3 weeks. I have kindly requested Carnival to reverse the refund transaction and issue a paper check and again they refer me back to Visa Gift Card Service who then transfer me to the Bankcorp who claim they cannot locate the card number and they are not the issuing bank. I am again forced to contact Carnival for assistance. This is beyond frustrating. Someone please help me obtain my $200.00 refund. I don't know who else to contact. It seems Carnival should be able to simply reverse the transaction and provide me with a paper check to make me whole! This is ridiculous!

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booking ID ****** We tried to sail on this cruise on 9/7/21. Our Covid 19 test did not come in before the cruise sailing date. We tried to call before the sailing however we could not get through after many attempts. To this day we have called for months still unable to reach customer service. We have been on numerous carnival cruises and have never experienced this. We would like a refund or cruise credit in the amount we paid 408.60

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/10/28) */ BBB CASE # XXXXXXXX Carnival Breeze 09.04.2021 BOOKING # ****** ****** ****** To Whom It May Concern: Thank you for the opportunity to respond. We are sorry to learn that you were unable to sail with us and your booking was canceled as a No Show and regrettably, we are unable to honor your request for a refund. Please note our records indicate that you have filed a dispute with your financial carrier for services not rendered / chargeback; therefore, we kindly ask that you reach out to your credit card company regarding your request. Thank you for your understanding. Kind Regards, ****** ***** Carnival Cruise Line Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) My credit card company said you disputed the charge back. Can you at least provide a cruise credit in the amount. As it is not our fault the test results did not come in on time. Business Response /* (4000, 9, 2021/11/04) */ BBB CASE # XXXXXXXX Carnival Breeze 09.04.2021 BOOKING # ****** ****** ****** I hope all is well. Your credit card company has rejected your request and released $168.60 of the MC x 6686 charge which we have gladly processed for a refund today. However, the outstanding amount of $408.60 remains disputed and we are unable to process a refund for funds that are no longer on the booking. Thank you for your understanding. Kind Regards, ****** ***** Carnival Cruise Line Consumer Response /* (4200, 11, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The funds are not disputed. My credit card company advised you all still have the funds. Please ethier refund or provide a cruise credit for the amount. If this nit resolved I will be filling a smart claims court suit against carnival cruise line. See attached. Business Response /* (4000, 13, 2021/11/05) */ BBB CASE # XXXXXXXX Carnival Breeze 09.04.2021 BOOKING # ****** ****** ****** I trust all is well. The total payment applied to the booking was 408.60 for the 5 day cruise onboard the Carnival Breeze 09.04.2021. We are sorry that you and ***** were unable to sail with us and did not show at the pier, contact us in advance or purchase Carnival Vacation Protection to help safeguard against unforeseen circumstances. That said, the taxes fees and port expenses in the amount of $168.60 have been refunded and the remaining $240.00 is held as a cancellation charge and no additional compensation is due. Thank you for your understanding. Kind Regards, ****** ***** Carnival Cruise Line Consumer Response /* (4200, 15, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We tried to call you for days including the sailing date but yor call center was overwhelmed and was not taking calls. We should not be penalized due to Carnival not accepting the calls and applying covid testing at the last minute which we were not able to get the result in time. This unreasonable and unwarranted. We do not accept your response.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Caribbean Cruise planned for 12/5/21-12/11/21. We got an email 10/22/21 (43 days out) that our whole itinerary has been changed. The email stated that the our itinerary was changing due the port not being accessible. But in another statement sent out by Carnival, another ship is going to our cancelled port 12/4/21 and 12/13/21. And even though I do not want to go on a Bahamas Cruise, I am more upset that I am paying for this Bahamas cruise which is a much cheaper (less Nautical Miles) cruise. None of the ports are interesting and there are limited activities to do. I do not think it is fair that I pay the same amount for a Cruise to the Bahamas as a cruise to Jamaica, Cozumel, and Grand Cayman. I would have much rather them take Grand Cayman (the one port listed as not accessible) and make it a sea day. I would not have even minded paying the full amount since we are still going to the two other places I chose to go. Also, I'm very disappointed in Carnival because the only alternatives they give are 1. changing sail dates, Which is impossible, since this is a birthday cruise and I can't change my DOB. And if I did change I would lose the perks I already have for another cruise (they would not honor the credits previously booked with event though the change was through no fault of mine. 2. We could get a refund, but my issue with that is that we are 43 days out from our trip. Finding a new trip is hard with such short notice, the airline is not guaranteed to adjust our flights since it was an issue with Carnival, and Carnival cannot tell us how long it takes to get our refund processed so in essence they are tying up my assets to be able to book another trip. If I do decide to cancel my trip, I want my refund within 24 hours. They didn't give me grace to put my deposit down to hold the trip so I want my money asap so that I can book another trip if I so desire.

  Business response

  11/29/2021

  Business Response /* (1000, 8, 2021/11/10) */ BBB CASE # XXXXXXXX Carnival Horizon 12.05.2021 ****** ***** Booking # ****** To Whom It May Concern: Thank you for the opportunity to respond to our valued guest, ****** *****. We are sorry to hear that you are not happy with the timing and handling of the situation, please know that we are all trying our absolute best. We realize that vacations are more important then ever and we know how much our guests look forward to their original itinerary. Changing a ship's itinerary is something we never do lightly and naturally, we try our best to provide advance notice if possible. In this case, we did try to set the right expectations by providing information about how we were making alternate arrangements to your cruise and the reasons behind it. It was our hope that by keeping our guests informed, this would help alleviate any uncertainty and undue stress. Unfortunately, despite our best efforts it appears that we did not accomplish our goal and for this we are truly sorry. That said, we are glad to hear that you enjoy the wonderful promotions which are capacity controlled, for select ship and sailing and based on availability regrettably we are unable to honor your request for compensation. We know this is not the answer you were hoping for and apologize in advance for any disappointment. All refunds are processed within 7-10 business days to the original form of payment; however, we recommend allowing one full billing cycle for the credits to appear on your card statement, should you choose to cancel. Thank you for your understanding. Kind Regards, ****** ***** Carnival Cruise Lin Consumer Response /* (3000, 10, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still feel like we should be compensated for the disruption, especially since a prior cruise and a cruise after ours will be going to the same port they stated could not be accessed. Plus this prevented us from booking other vacations since it was so close to the date (43 days). We would have had to wait up to 10 days to get a refund and try to rearrange flights which is not guaranteed since it's Carnival's fault we had to change. Business Response /* (4000, 12, 2021/11/17) */ BBB CASE # XXXXXXXX Carnival Horizon 12.05.2021 ****** ***** Booking # ****** Thank you for your feedback. We want to reassure you that your comments have not fallen on deaf ears. Your comments are appreciated and a vital part of our efforts to ensure our guests' satisfaction. Our original response was a sincere and genuine effort to address your comments and concerns and not to trivialize or disregard your request. We always appreciate hearing from our guests, and whilst we are truly sorry that you are displeased with the timing and handling of the situation, we value the feedback and take it to heart. Please continue to take care of yourself and your loved ones in these unprecedented times. We thank you for your support and hope that you will allow us the opportunity to win back your confidence and exceed your expectations onboard. Kind Regards, ****** Carnival Cruise Line Consumer Response /* (4200, 14, 2021/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still feel like we are not being heard. If we weee, they would at least have offered something especially since immediately before and after this one will be going to Jamaica but we can't. I've cruised 20+ times on with Carnival so I'm aware of the good and the bad of the company. But this is by far the worse. Where is the cruise loyalty?

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an upcoming cruise on Feb 19, 22. I received an email today from Carnival of updated Covid requirements. It modifies the conditions of who can travel in a way that make is not workable for travel for the family. I would like to cancel with a full refund of the initial deposit. Carnival is saying that they will refund me the money, if they cancel the sailing. However, that will happen after I am due the full amount for the cruise. I've cruised over about 10 years with Carnival and it's disappointing Carnival is behaving this way given the changing rules.

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/10/12) */ BBB CASE # XXXXXXXX Carnival Panorama 02.19.2022 BOOKING # ****** ***** ****** To Whom It May Concern: Thank you for the opportunity to respond to our valued guest. Our records indicate that your booking was created via carnival.com on 06.22.2021 under the promotional fare that you selected and that the booking was later transferred to Costco Travel agency per your request on 07.07.2021. At this time, the offer extended to our booked guests who have selected a non-refundable deposit promotion, or are penalty stage is the ability to re-shop for rates and availability to move/change the ship and sail date without fees. Unfortunately, we are unable to honor your request for a refund. We know this is not the answer you were hoping for and apologize in a advance for any further disappointment. Please contact your selected travel advisor for additional assistance. We look forward to welcoming you onboard, when the time is right for you. Kind Regards, ****** ***** Carnival Cruise Line Consumer Response /* (3000, 7, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information provided omits the fact that at booking time the conditions for travel were materially different than the travel restrictions imposed under the new rules. Unfortunately, it makes the travel for the family impossible. This changes the contract under which the booking has been made and this is the reason my family cannot travel. Therefore, I'm requesting a refund at this time. I've cruised with Carnival for many years and would have loved to go on a cruise again. Unfortunately, the situation is proving too unpredictable and rescheduling is impractical given the amount of coordination is needed for the family to travel together. To emphasize, the only viable option is to get a refund at this time and is the expected result given the new travel restrictions. Business Response /* (4000, 9, 2021/10/19) */ BBB CASE # XXXXXXXX Carnival Panorama 02.19.2022 BOOKING # ****** ***** ****** I hope all is well. We are disheartened to hear that you remain displeased. While we certainly empathize with your position, we must respectfully decline your request for further consideration. Unfortunately, this is a case where we are unable to honor your request for compensation. Please contact Costco Travel regarding your request to cancel and the $200.00 non-refundable deposit. We have acted in a fair and appropriate manner and at this point, we must let you know that our position is final. I extend to you my sincere apologies and leave you with my best wishes. Kind Regards, ****** ***** Carnival Cruise Line Consumer Response /* (4200, 11, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, I still don't see in the response the travel restriction changes being addressed. And I certainly don't agree that the business position is either fair or appropriate. I have contacted Costco, they spoke to Carnival and referred me to Carnival for future resolution, therefore I submitted this complaint. Disappointingly, Carnival is referring me back to Costco and this is completely not appropriate, since they need to resolve the issue.

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