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Initial Complaint
05/12/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
HI MY NAME IS ************************************* AM FILLING A COMPLAINT AGAINST CARNIVAL CRUISE LINE, ******* FAMILY WAS ON A CRUISE 4-10-2022 ONTHE CARNIVAL GLORY BOOKING # *********** HAD A TERRIBLE EXPERIENCE, FIRST OF ALL WE HAD TO WAIT OVER 4 HOURS TO GET OUR KEYS FROM THE GUESTS SERVICE ********* NEEDED TO GET IN OUR CABIN TO TAKE OUR MEDS, WE ALL GOT SICK FROM EATING UNCOOKED FOOD THROWING UP & GOING TO THE ************* NO LIGHTS IN THE BATHROOM FOR 2 DAYS, RUDE HOSTESS, REFRIGERATOR DIDNT WORK , THEY CANCELED OUR EXCURSION RESERVATION WITH OUT NOTIFYING US , ETC I CAN GO ON ON ON & I TALK TO CUSTOMER RELATIONS & WHAT THEY OFFER US WAS BERY INSULTING, I THINK IF WE WAS ANOTHER RACE I KNOW COMPENSATION WOULD HAVE BEEN GREATLY TO OUR ISSUES WE HAD ON THE CRUISE, SO IM ASKING FOR B.B.B CAN LOOK INTO FURTHER IN THIS , CARNIVAL CRUISE LINE REALLY LET ME DOWN IM VERY DISAPPOINTED IN CARNIVAL CRUISE , CAN YOU PLEASE CALL ME AT ************ THANKS ?? & GOD BLESS YOU , I WANT TO TALK TO THE C.E.O ,OF CARNIVAL BECAUSE I TALK TO A ***************** IN POST CUSTOMER RESOLUTION ************** WANT TO TALK TO SOMEONE HIGHER THEN THEM , THEY JUST TO RELAX WORKING FROM HOME
Business response
05/17/2022
Thank you for contacting us about **************** *********** cruise aboard the Carnival Glory.

Were so glad ************************ chose to sail with us; however, it was disappointing to learn that their cruise did not live up to their expectations.

Im very sorry to hear of Ms. *********** 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 her complaint, we see ************************ spoke with Heaven in our ********************* on May 9, 2022. Heaven spoke with ************************ at length and expressed her sincere apologies for her disappointment. At this time ****** requested to speak to a supervisor and made the necessary arrangements.

On May 12, 2022, our supervisor, ********, contacted ************************. ******** reviewed her concerns in detail,with the inclusion of the illness she experienced. ******** expressed her sincere apologies for the issues ************************ encountered and advised her concerns would be addressed internally. As a gesture,******** extended a $50.00 USD onboard credit per adult or $100.00 USD total to be used toward her Sail & Sign account on a future cruise. Although ************************ was not happy with the offer, she requested it sent to her email.

We are truly sorry things didnt work out as ************************ 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.

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,

***************************
Guest ********************** of the President
Carnival Cruise Line
3655 **************, *****, ** 33178

INQU-SS-GL-05172022-2
Customer response
06/10/2022
G.A ,YES I AM VERY DISAPPOINTED WITH CARNIVAL CRUISE LINE, HEAVEN & *********************** THE POST CRUISE ***** LIKE FORCE THE $ 50 ONBOARD CREDIT FOR TWO PASSENGERS & I TOLD THEM FIRST OF ALLLLLL IT WAS 3 PASSENGER & WE ALLLLL GOT SICK & HAD A TERRIBLE EXPERIENCE FROM DAY 1 , SO YOU DARN RIGHT I NOT SATISFIED WHAT CARNIVAL HAD OFFER FOR 2 PASSENGERS $50 PER PERSON IS A INSULT , MY COPAYMENT FOR MY DOCTOR IS THAT , I WANT TO CALL MY LOCAL NEW STATION ABC,NBC ,WGN ,CBS , IM LOOKING FOR MORE COMPENSATION, MY FAMILY & I IS TRAUMATIZE FROM THIS
Business response
06/13/2022
Thank you for contacting us on behalf of *************************************.

We are sorry to learn of Ms. *********** 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-GL-05172022-2
Initial Complaint
05/12/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi, I have been receiving frequent and unwanted paper advertising flyers from Carnival Cruise Line for the past few years. Despite all attempts and efforts to unsubscribe from Carnival's mailing lists, the junk mail persists. I have emailed, called, and chatted ***************** the ************ team, and even the Corporate HQ, yet the junk mail persists. I even moved homes recently, and Carnival's marketing database somehow automatically obtained and updated its mailer with my new address! While I do like Carnival's product and enjoy cruising with them, it is an utter waste of resources to persistently market to me via subpar snail mail (the "deals" are NEVER half as good as what's available online, why bother? Are your intended Boomer target demographic that gullible and naive? I should hope not!) If and when I want to cruise again, I will find Carnival. I don't need junk mail flyers piling up in my trashcan every week ad infinitum for a service I'm not actively interested in. Please, for once, make the ecologically-conscious choice, and remove me from your print mailing list: ******************************* **************************************************************** Thank You in advance for your time and attention to this matter, I'll look forward to sailing with Carnival again (on my own terms!) sometime in the not-so-distant future! --RF
Business response
05/13/2022
BBB Complaint # ********
*******************************

To Whom It May ********************* you for the opportunity to respond.

We did locate a ******************************* with a similar phone number in the **************** and we kindly ask for privacy and security reasons that you complete the form found at the link below (it applies to all states, not just **********)and also email your same request ****************************** this will also ensure that our affiliate brands are notified of your request to opt out.

https://www.carnival.com/request-forms/do-not-sell-request-form.aspx

We apologize for any inconvenience.

Kind Regards,
Carnival Cruise Line
Customer response
05/18/2022

Complaint: 17194299

I am rejecting this response because:
This issue has NOT been resolved. Carnival Cruise Line is hiding behind a swift resolution to a simple, straightforward request with their DPO *******************.
DPO was a useless waste of several days, to no avail. My family and I are quickly losing respect for Carnival's brand over their bungling of this issue. Ironic, since all your thirsty marketing is intended to entice me TO your service...
I will ask again: Remove the following entry from your mailing lists.

*******************************
2841 ************
******* ** 32428

I did NOT allow you to solicit my new address, nor permission to spam me at my home with junk mail. Any implied or misunderstood permissions to such ends are REVOKED, REMOVED, and TERMINATED.
Up until this interaction, I have had a generally high opinion of Carnival. Perhaps it's time to look elsewhere if this is how you're treating your customers post-Covid...

Sincerely,

*******************************
Business response
05/21/2022
BBB Complaint # ********
*******************************

To Whom It May *********** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">
Thank you for the opportunity to respond.

We are sorry that you choose not to complete the request via the ********************** link provided in our response that is also available on our website and will gladly forward the information for you and and kindly ask that you please provide additional information such as a VIFP number that *** be on the direct mail or email for them to process the removal request.

We apologize for any inconvenience.

Kind Regards,
Carnival Cruise Line
Customer response
05/23/2022

Complaint: 17194299

I am rejecting this response because:
Dear Jokers,
I did NOT "choose not to" complete the *** request, I DID complete it and they REJECTED the request. Whatever moron wrote this corporate response with that unprofessional, passive-aggressive tone should be reprimanded or terminated. Having worked in corporate escalations myself, that tone-deaf reply is gross and disgusting... Not so much unlike Carnival's buffet. ;)
That's okay, we've crossed the threshold of ongoing mail harassment now, and I have the paper trail I need for civil action.
Don't expect me on one of your Covid death traps anytime soon.
Have A Great Rest Of Your Day!! <3

Sincerely,

*******************************
Initial Complaint
05/11/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
April 4th of 2022 I arrived at ********************** to board my flight to ***** to shuttle to vessel for my lonnggg anticipated H32383**0383936343234H but as I arrived to counter I was told that the flights have been cancelled from Miami due to severe lightening and thunderstorms. I couldn't believe it! She offered to find ANY flights with ANY airline that will get me there before the boat leaves. She found one at 7 a.m. (mines was 5:45a) but it was full although she did say that I'm welcomed to wait 'standby'. I said, "where else am I going ....I was going on a H32383**0383936343234H!"...so, I waited.) She proceeded to tell me that I am #**...that there's 12 others in front of me. Once the aircraft loaded the 'standby' list were being called and only 5-6 of them made it on. Myself and the other DID NOT! I took out Travel Protection with Carnival as well. By the time that I returned back home (the WORST feeling! so depressed) I finally made phone calls and was transferred to 5 people each placing me on hold for 45 minutes. I finally was told after all of that to contact AON (their Insurance like agency) which I did...he was like, "why are you calling here?" I repeated why, he then said in disbelief, "they had you call here?!" But, then he proceeded to tell me about the forms that's required, about 12 pages but also told me which ones I do not need to fill out. I returned all papers and further documentation - April 7, 2022. Last week I received an email asking for documentation that proves my case. I gave this to them along with forms April 7! (Where did it go?..so, I resent the same attachment with documentation, 2nd time) Til this day I have yet to receive my refund. I spoke to an AON supervisor who returned my call, assuring me that I will get my refund we're just waiting on Carnival. I feel like I'm being made fool of or being yanked around. Is this what happens when you pay for 'Travel Protection?' Ridiculous! Thank you. Please help. **will send 'supporting docs soon
Business response
05/13/2022
BBB CASE: 17192039
Carnival Sunrise 04.04.20**
BOOKING # W18XQ4
*********************

To Whom It May ****************** have gladly confirmed with the Plan Administrator, Aon Affinity - claim # **CCL03881 is payable and reimbursement will be sent directly by them. They can be reached 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET)by calling ************ or ************.

Kind Regards,
Carnival Cruise Line
Customer response
05/16/2022

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
05/11/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In 2020 I was unable to get any help from anyone at Carnival regarding an error in myself being placed on a Do Not Sail list for no reason (my sister had added herself to our 2019 booking and her bank flagged the amount as fraud so I was penalized for her banks error even though my booking was already paid for...). Because I was not able to get any help from Carnival to fix the situation even though I was told in writing that once her balance had been paid we would be removed and never were, I filed BBB CASE # ******** in ********************** hopes of getting it fixed so I can finally cruise again. I was assured by ****** at Carnival on July 2nd and again on July 6 2020 that we had been removed from the restricted list and were back to a normal status. I am attempting to book my sailing X99PV4 September of this year for my sons 13th birthday for the 2 of us and I am receiving errors that I cannot pay with a credit card and to call *****************. Upon calling this number I was advised that I cannot pay with anything other than a bank wire or cashiers check because I am still on the Do Not Sail list. This makes no sense!!! I never did anything wrong and my sister ************************* whos bank was the one who started all of this in 2019 was able to go on a cruise with Carnival last month!!!!!!The woman I spoke to advised me to email ************************************** and put URGENT in the subject so that I did not lose my rate for booking I had a booking reserved and email them the confirmation that I was to be removed from the list and I have emailed all of the following contacts for 3 days with no response and have now lost another booking rate and will have to spend hundreds more now due to Carnivals lack of help. This is a nightmare and Carnival needs to make this right!!!!!!!********************************* and my son is ************************* booking X99PV4 and X82ZP7 rates I had reserved both have now been missed because Carnival has not corrected this
Business response
05/13/2022
BBB CASE # ******** previous / ******** current
Carnival Panorama 09.17.2022
BOOKING # X99PV4
********* "Dani" *************** Thank you for the opportunity to be of assistance once again.

Guests with previous accounting balance due accounts may remain on an Alert status and we apologize for any inconvenience this may have caused.

The booking has been reinstated under the exclusive offer previous held and a $50.00 goodwill gesture onboard credit applied with an updated guest cabin confirmation sent for reference and review.

We look forward to welcoming you onboard soon.

Kind Regards,
Carnival Cruise Line
Initial Complaint
05/10/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband and I went on a cruise December 26-Jan 1st 2022. We had a fantastic time. The night before departure, we went to pay off our charges on our key card. I was asked if I wanted to apply for a credit card. I asked was that for the current charges or for future charged. The man told me I could use it for the current charges. I told him I would go ahead and apply. It was approved, and I was under the impression the charges would go on the card. When I got home I realized the charges came out of my bank account. I called Carnival and explained the situation. The lady on the phone said that's no problem we can put the charges on the card. She asked if I currently had the card. I told her it hadn't ame in the mail yet. She told me to just call back when I received it and they would transfer the charges. I didn't receive the card for a few week and actually had to request a new card. I even called Carnival and told them my card was lost in the mail and asked was it still going to be okay to transfer the charges when the card did come. Again I was assured i could. Once I did receive the card, I called Carnival back. This time I was told that it was impossible for me to transfer past charges to the card. They said the card could only be used for future purchases. After speaking to a supervisor and explaining the situation, I was told to write all of this down and send it to an email address I was given. Two weeks later I received a response that I should email a seperate email address, which I did. Another two weeks later I received an email stating there was nothing that could be done since this was regarding past charges. I would have never applied for the card if it wasn't for the current charges. Three seperate people verified they could put the charges on the card and ultimately that did not happen. I feel like I was lied to so that I would apply for the card. I would like the charges put on the card like I was originally told.
Business response
05/16/2022
Thank you for contacting us about Mrs. ****** ******** cruise aboard the Carnival Glory.

Im very sorry to hear of Mrs. ******** 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 her complaint, we see ******************* contacted our ********************* via email on April 12. 2022, regarding her request to transfer her Sail & Sign charges to her new Carnival Master Card. ******************* received a response from our agent, ********** on April 26, 2022. Christian expressed his apologies regarding the situation and advised Sail & Sign charges can not be transferred once the account has been settled.

We are truly sorry things didnt work out as ******************* wouldve liked; however,our position remains unchanged and we are not able to transfer her charges to her new Master Card.

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,

***************************
Guest ********************** of the President
Carnival Cruise Line
3655 **************, *****, ** 33178

INQU-SS-GL-04262022-1
Customer response
05/17/2022

Complaint: 17185027

I am rejecting this response because:
I would have never applied for the card had I not been told I could put the current charges on the card. I had every intention of just paying the balance and exiting the ship, but I was asked to apply for a card. I specifically asked was this for these charges and was told yes! I was completely lied to and applied for a credit card as a result! When I called back 2 seperate occasions I was also told the same thing! Please review the recordings of the phone conversations! If I am unable to put those charges on the card that I was told to apply for, then the carnival staff needs to be retrained and ALL given this information! I was lied to by 3 different people and now Carnival is refusing to honor what they promised?! I'm very unhappy. I understand mistakes happen but 3 seperate people confirmed this. I'm not sure why I'm the person yall decided to change the rules on?!

Sincerely,

***************************
Business response
05/17/2022
Thank you for contacting us on behalf of ********************************.

We are sorry to learn of her 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-GL-04262022-1
Initial Complaint
05/09/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A cruise was cancelled for a full refund. I provided my card number for the refund however Carnival refunded someone elses card. They refunded two different amounts on two separate cards for what was the total amount of the refund that was supposed to be issued to my card.
Business response
05/10/2022
BBB COMPLAINT #********
Mardi Gras 07.09.2022
Booking # L47NS7
*******************************
Dream Vacations *********

To Whom It May ********************* you for the opportunity to respond.

We are sorry to learn that you are unable to sail with us and that you are not happy with the timing and handling of the situation.

As you have selected a travel agency and in order to protect the client/agency relationship, we ask that you please contact your travel agent in regards to your request. Due to policies we have in place, were unable to discuss any booking information or make any changes to your reservation without the agency's consent (i.e. rates, cabin numbers, categories, payments, etc.). At your earliest convenience we ask that you please contact your travel advisor so they can better address your question or concerns regarding the funds applied to your booking.
We appreciate your understanding.

Kind Regards,
Carnival Cruise Line
Customer response
05/10/2022

Complaint: 17184068

I am rejecting this response because:
I may have used a travel agent to book this cruise however the refund was issued by Carnival to the wrong credit card. I was the one requesting the refund so why issue the refund on two different cards with someone elses name?

Sincerely,

*******************************
Initial Complaint
05/06/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a cruise with Carnival Cruise Lines which sailed on April 17, 2022. I opened an onboard account which is tied to my credit card. Throughout the cruise, as I made purchases charged to the onboard account, my credit card was authorized. Upon debarkation day, the onboard account was settled to my credit card in the amount of $7,693.26. This occurred on April 24, 2022. BOOKING #: S50KG4. SHIP: Glory Since then, all the individual authorizations that were obtained by Carnival Cruise Line during the cruise and pending on my credit card remain outstanding and have not been reversed. These 22 pending charges/authorizations total $8,687.92 which is $8,687.92 of credit that I am unable to use on my credit card for other purposes. It is an obligation of Carnival Cruise Lines to cancel/release these pending charges once the onboard account/folio is settled, and do so in a timely manner. It has been 12 days, at this point in time, where these authorization holds have not been released/reversed.I have attempted to contact Carnival Cruise line on multiple occasions however their ********************* states they are unable to assist, Ive emailed ********** but have yet to receive a response, or I get transferred by a Carnival agent to a voice recording that describes outstanding holds as an issue that can be resolved by contacting the card issuer which is incorrect. In essence trying to wipe their hands of the matter. Ive contacted my credit card issuer and filed a complaint with them about the situation however it is not their fault and they are not able to reverse authorizations by request of a cardholder. This is extremely frustrating being unable to use my credit card because of failed processes or poor handling of authorizations/holds placed on credit cards especially after the onboard account/folio has been settled and paid. Carnival Cruise Lines can and should do a better job managing folios as this is an issue that affects all customers.
Business response
05/16/2022
Thank you for contacting us about Mr. ****** ****** cruise aboard the Carnival Glory.

Were sorry to learn of the difficulties ************** has encountered regarding the holds on his credit card account. Carnival automatically settles our guests accounts with their bank the morning the ship returns. Typically, it takes banks up to 5 business days to release the holds after debarkation. Unfortunately,the release of holds is dependent upon the guests specific bank or credit card companys policies. Additionally, Mr.****** account was settled with Carnival Cruise Line at the end of his cruise.

With that being said, it will be necessary for ************** to contact his credit card company directly regarding any holds on his account.

It is always discouraging for us to learn that our guests have returned home disappointed. We hope we have the opportunity to win back Mr. ****** confidence on a future Carnival cruise.

We appreciate you allowing us the opportunity to review this matter with your agency.

Sincerely,

***************************
Guest *************** ****** of the President
Carnival Cruise Line
3655 **************, *****, ** 33178

INQU-SS-GL-05162022-2
Initial Complaint
05/06/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am reaching out regarding the cruise that my husband and I booked for our 3 year anniversary. I'm not even sure where to begin because our overall experience was dreadful and disheartening to say the least. Everything began when we arrived at the Port in Miami on 5/2/22. We were unaware of the changes in travel documentation that are now required when on a cruise ship. Both him and I have been on a cruise before and have not had to have our birth certificates or passports due to not staying overnight at the destination. When booking the cruise the representative failed to mention that those documents were needed also. Neither my husband or I received any notification stating that we needed to bring those documents. The only email notification we received was that Verifly could be used for faster boarding and numerous emails regarding Covid procedures and protocols. It was not until we got to the port that we were told otherwise. To make our experience even worse with Carnival, we were then transferred from representative to representative, department to department because none of them were able to fully assist us. After being on hold and transferred multiple times for a little more than 3 hours, we were finally told in more ways than one that the issue was ours and nothing could be done by a representative in the ********************* Simply put, she told us to send an email for review and maybe we could get a credit for another cruise. This however conflicted with information we were given by a previous representative who informed us that there was room on a ship sailing Monday, May 9th and that she would transfer us to help us get that booked in the ************************ Needless to say that did not happen.This not only put a damper on our plans but has largely affected our 3 year anniversary as our plans were to celebrate on your cruise line. My husband is a VIFP member and our booking number for that cruise was W50QW3.
Business response
05/07/2022
BBB COMPLAINT # ********
CARNIVAL CONQUEST 05.02.2022
BOOKING # W50QW3
***** AND *************************

To whom it may concern:

Thank you for the opportunity to respond.

First and foremost, wed like to thank you for choosing Carnival Cruise Line as your cruise provider.

Were sorry to learn that you were unable to sail aboard the Carnival Valor with your family. We know that you and ***** were looking forward to your cruise and we empathize with your disappointment over having to miss your vacation plans.

The ********** of ******** Security requires all guests to present a WHTI-compliant document in order to board the ship and Carnival is obligated to enforce this requirement.

We have reviewed your request for special consideration and regret that were unable to honor your request for a refund/cruise credit. We trust you understand that it is the guests sole responsibility to have the proper travel documentation during boarding and throughout the cruise. Additionally,information on travel documentation is included on our website, in our edocs and on our On-line Check-in portal.

Cancellation charges are standard industry practice and for this reason, we recommend our guests purchase Carnivals Vacation Protection Plan as a safeguard from financial losses of this nature.

We know this is not the answer you were hoping for and apologize for any further disappointment.

Thank you for your understanding.

Kind Regards,
Carnival Cruise Line
Customer response
05/09/2022

Complaint: 17172307

I am rejecting this response because the information provided in the response was not correct. There was no passenger by the name of ***** scheduled to cruise with myself and my husband. I believe that the person assigned to this case failed to look into the details of the information that was provided and simply dismissed the claim. I would like for someone who truly takes the time to look into the complaint to respond not someone who does not take the time to enter the correct passenger's information into the response. This again is an example of poor customer service and a validation that a customer seems not to matter to the **********************.

Sincerely,

*************************
Business response
05/13/2022
Thank you for the opportunity respond once again - with the correct ship name and cabin companion name.
Please accept our sincere apologies for the typographical errors in the first response; however, our position remains unchanged.
We do not provide compensation for failure to comply with the requirements set in place that Carnival Cruise Cruise Line must follow as set forth by the ********** of ******** Security.
There are no exceptions.
BBB COMPLAINT # ********
CARNIVAL CONQUEST 05.02.2022
BOOKING # W50QW3
***** AND *************************

To whom it may concern:

Thank you for the opportunity to respond.

First and foremost, wed like to thank you for choosing Carnival Cruise Line as your cruise provider.

Were sorry to learn that you were unable to sail aboard the Carnival Conquest.We know that you and ***** were looking forward to your cruise and we empathize with your disappointment over having to miss your vacation plans.

The ********** of ******** Security requires all guests to present a WHTI-compliant document in order to board the ship and Carnival is obligated to enforce this requirement.

We have reviewed your request for special consideration and regret that were unable to honor your request for a refund/cruise credit. We trust you understand that it is the guests sole responsibility to have the proper travel documentation during boarding and throughout the cruise. Additionally,information on travel documentation is included on our website, in our edocs and on our On-line Check-in portal.

Cancellation charges are standard industry practice and for this reason, we recommend our guests purchase Carnivals Vacation Protection Plan as a safeguard from financial losses of this nature.

We know this is not the answer you were hoping for and apologize for any further disappointment.

Thank you for your understanding.

Kind Regards,
Carnival Cruise Line
Initial Complaint
05/05/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In 2019 I booked two rooms for a cruise dare in 2020. Due to covid we could not sail. I completed the forms provided to me by Carnival to receive a full refund. After sevwral months and several phone calls to Carnival with no resolution I was adviswd by my credit card company ************* to file a dispute. I did and was refunded by Capital apne immediately. Carnival never responded to the dispute. Recently we booked a trip on Carnival and in an attempt to pay for my travel transfers I am told rhat my account is blocked and to send an email to tje collections department to find out why. I am then told that I owe Carnival $550. They send a screen shot showing that ai was refunded $1106. This is the correct refund because i booked two rooms. I check with *********** pwr Carnivals request and I was told that there were no additional refunds. I take this back to Carnival who takes weeks to respond and when they do they say I just have to pay the $550. I send screenshots and proof of payment foe $1106 and show them this is what I paid and what Iwas credited back. Carnival had months to reply to the credit card company with any discrepancy and they did not. Two years later they are saying they over credited ***********, but that I have to pay. Why arent they asking Capital apne for the money? They did not send the money to me and I have no access to ***********s records. I do not owe this money and this is an issue that should be between the businesses and not a strike against me. ****** in collections at Carnival hung up on me and the *********** representative when it was confirmed that I had not been extra credited. I have requested a manager 7 times and ****** has refused to escalate my request and has since blocked my emails. I was attempting to communicate to her what *********** said when she hung up. All this from a business who never sent me a letter or a phone call and never replied to the dispute.
Business response
05/07/2022
BBB COMPLAINT 17147811
Carnival Magic 06.14.2020 # C34JP9
Carnival Magic 06.14.2020 # B17QF5

To Whom It May ********************* you for the opportunity to respond.

We appreciate the patience shown while we further escalated the request with our finance team who have confirmed the funds have NOT been returned to Carnival and at this time we recommend the cardholder take their request to the **** for resolution.

Kind Regards,
Carnival Cruise Line
Customer response
05/09/2022

Complaint: 17147811

I am rejecting this response because:
Carnival has not shown proof of any payment they are due, so how can funds be returned. To them? Carnival is holding me as a debtor and has not shown proof that they paid me directly. I believe that in their option to accept credit card payments that they agree to the terms and conditions of accepting those payments and in those terms includes responding to disputes. Carnival knows that they cant respond to the dispute because they have not shown that anything in excess has been paid. The credit card company tried to tell the agent asigned to the case that they would be willing to still accept their response to the two year old dispute, but that Carnival would have to prove the funds were paid. The agent literally hung up. Carnival refuses to do this and sent me an email to pay the money. Something they did not do two years ago when they supposedly over paid the credit card.
It is unethical that a company can accuse a customer of owing them money that they did not pay to the customer. If ********************** had mailed me a check or deposited funds directly into my bank account then I could track it on my own and if there was an issue I could go to the ***** I refuse to fight a battle for money for Carnival when I dont even have proof the money was paid. Carnival claims to have made this payment to the credit card company. No payment can be found, so where is the proof of wire transfer or however they paid it? Doesnt seem like a company the size of Carnival who has money coming and going should have a problem showing proof of payments, but yet they refuse. Carnival should go to the **** because they are the ones with the issue and not me. My account balances and my credit card doesnt owe me and I dont owe them. I have no issue with my credit card, so why woukd I go to the ****?
Carnival has never reached out to me in two years asking for a payment or stating they sent a credit. They didnt send me so much as an email letting me know of any resolution on their part, so how am I responsible?
They need to deal with the people they paid and that was not me.
Sincerely,

***********************************
Business response
05/14/2022
BBB COMPLAINT 17147811
Carnival Magic 06.14.2020 # C34JP9
Carnival Magic 06.14.2020 # B17QF5

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

The BBB acts as a mediator and we appreciate the opportunity as always, to respond.

However, the **** has the authority and access to perform an investigation into both financial intuitions and take action where needed.

Kind Regards,
Carnival Cruise Line
Initial Complaint
05/05/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recently was on The Carnival Miracle with my family, and i have to tell you they are truly going down hill. While on Board this 4 day Cruise, the amount of weed that you could smell people smoking was ridiculous! It was every where. In the hallways, in my Suite, you could smell it all over the ship. I thought Carnival had a no Drug policy in there contract? If so then how do people even get in on Board? Lazy Port Security? Im not sure, but once on board why would ship Staff not address this issue? Its not like you cannot tell what the smell is? I had two kids on this cruise, one 8 and one 11. They do not need to be around that smell for 4 days straight! Thats not fair to us. I have been on cruises before and i am highly disappointed in this. Do i think its a reason for a refund? No.. But do i think its a reason for some apology and and make it right? Yes Come on Carnival, with all the bad press your getting with all these issues, please fix these issues, we really do love your cruises, and your staff on the Boat is Amazing!! But things like this, make me wanna go back to Royal Caribbean!!!
Business response
05/06/2022
Thank you for contacting us about ******************************* cruise aboard the Carnival Miracle.

Were so glad **************** chose to sail with us; however, it was disappointing to learn that their cruise did not live up to their expectations.

Were very sorry to learn of the situation **************** encountered onboard. Carnival takes allegations such as this very seriously and we sincerely apologize for his familys experience. Due to the sensitive nature of his complaint, we have forwarded **************** file to the appropriate department for investigation. **************** will receive a response under separate cover once the investigation has been completed.

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,

***************************
Guest *************** ****** of the President
Carnival Cruise Line
3655 **************, *****, ** 33178

INQU-SS-MI-05062022-1
Customer response
05/06/2022

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,

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

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