Carnival Cruise Lines
Reviews and Complaints

ORIGINAL MESSAGE I SENT TO CUSTOMER SERVICE:

I am sailing on the Carnival Legend on April 17 with my family (booking: T88LG8), and I am trying to receive some clarification about the services that will be offered on our trip. I have contacted Customer Service three times regarding this issue, however, each time, I receive a different answer. The resolution department told me to email you because you are able to actually get information about what is occurring on the ship.

We are traveling with two young children - our youngest will be celebrating his birthday while we are on the ship. He wants to be Dr. Seuss when he grows up, so one of the reasons we selected this trip is for the Seuss at Sea. I attempted to reserve a spot for the Green Eggs and Ham Breakfast for his birthday (April 21), however, although the event is listed as being available, I was unable to make a reservation. One agent told me that online reservations were not being taken, while another agent told me the event wasn't happening. This is confusing since it's still listed in my cruise manager and still appears as an activity on the Legend. The kids were very excited about the Dr. Seuss themes and I am trying to get some clarification. Can you please let me know if this is being offered, and how we can go about making a reservation?

Secondly, we are sailing on Easter and it indicates that there are Easter events on that day (April 17). I have also tried to get confirmation that those events are occurring, and again, keep getting conflicting answers. I would like to be able to know what programs are actually being offered, and what aren't, and depending on who I speak with, the answers change. I would also like to be able to tell my kids what to expect, as they have been very excited about this trip - their first cruise, and honestly, their first trip in more than two years.

I SENT THIS TO THE EMAIL THAT WAS PROVIDED TO ME BY THE RESOLUTION DEPARTMENT. AFTER I SENT THIS EMAIL, I GOT AN AUTO-RESPONSE THAT THE EMAIL ADDRESS THE AGENT PROVIDED WAS ONLY FOR POST-CRUISE ISSUES, AND TO CALL CUSTOMER SERVICE - THE SAME NUMBER I HAVE TRIED TO CALL THREE TIMES WITH THREE DIFFERENT OUTCOMES - NONE OF WHICH HAVE HELPED ME

Kara H.

I was on deck 11 of the Carnival Breeze with my YETI and Airpods connected to the top when it started to rain. I grabbed the towels and walked down to deck 10 before turning around walking back up to grab my YETI and found 3 deck crew and no bottle. They said they saw nothing and walked off very nervous. I immediately went to guest services and they said that if a crew member found the YETI and Airpods they would 110% be turned in. I asked if they could find a manager to contact whoever was in charge of that deck crew and they assured me they would. I continued to check in with guest services 10+ times and found nothing. I knew that someone on the ship had them because I locked them with the FIND MY DEVICE and someone kept opening them. I didn't know at the time if it was a guest or crew until we had gotten off on 3/19/2022. The Carnival Breeze was leaving for Spain the same day for dry dock and I have now been tracking my airpods across the Gulf of Mexico, through the Bahamas and into the Atlantic Ocean because a crew member has opened them 8 different times to see if they work. I have screen shots of this journey my airpods are taking and proof that not only did a crew member find them, they tried to use them while I was on the ship and after I was off the ship so made no attempt to turn them in to lost and found. If you open them on the lock mode it will say to please contact me at my name and number. Had I lost them for days I could completely blame myself and say someone was dishonest and didn't turn them in but the fact that I immediately went back up 30 seconds after walking off is stealing and dishonest of the crew. Do not trust these people and I am not saying everyone is dishonest but with expensive YETI and electronics they will keep them. I am extremely disaapointed after years of sailing with Carnival and the lack of effort of guest services to help me find them and the dishonesty of the deck crew.

My name is Margaret brauer acct.# [protected]

We just got off the legend on Sunday march 20

It was my 80 birthday my granddaughter arrange it we all live in Buffalo n.y.

She lives in Orlando Fla. her flight was canceled never got to go on the legend

Her name is Staci Holahan her boarding # is t49rj3 and her husband is

Kieran roche. Iam writing on her behalf she try so hard to arrange this cruise for me I hope you can give her some kind of credit so we can use it for future

Cruise it was not her fault it was southwest canceled there flight and couldn’t

Get on another because they were over booked. I feel so sorry for them

Please give them some kind of help my phone #is [protected] there was 15 of us for my 80 birthday

Thank you Margaret brauer

I am trying to get Appraisal/Certificate of Authenticity please

It was the last day of cruise & forgot to go back after packing etc...

Carnival Sunrise 3/11/2022 $499.99 Multi colored ring

I filed a complaint back in February and nothing has been done to resolve the issue.

They have not contacted me regarding the complaint but willing to put me on a payment plan. Tell me to pay when I am ready but still cancel my cruises so I can't pay on them.

DO NOT BOOK CARNIVAL. CUSTOMER SERVICE DOES NOT GET BACK WITH YOU REGARDING THIRD PARTY ISSUES WHEN THEY KNOW THEIR SLOTS WERE NOT OPERATING CORRECTLY. NOT WILLING TO LOOK INTO IT AND JUST SAY THEY DON'T HANDLE THIRD PARTY ISSUES.

THEN WHY LET THEM ADVERTISE UNDER CARNIVAL?

Kimberly Burns

Cruise date: 3/17/2022

Booking: T06DB3

Pin# 1216

and

Helen Carbone

Cruise date: 3/17/2022

Booking date: 3/17/2022

Pin# 1216

My mother had the picture ID documents but at the time, didn’t have our Birth Certificates with us, so we were not let on the Cruise ship and had to go back home. It was very upsetting for us, the grandkids and the whole family had to go without us. We had 13 family members going that day on 3/17/2022, Though we are both still very interested in going on a cruise with Carnival. My daughter and the whole family often cruise with Carnival regularly, they all had their correct documents that day, as this would have been my mother and my first time ever. My daughter said that since we were not able to go on this cruise that she and the whole family would definitely be willing to go on another Cruise at a later date with my mother and I.

I’m attaching some of the documents that we have from that day,

Thank You very much for your time on this matter.

Would appreciate a response

Kimberly Burns & Helen Carbone

Due to a travel advisory issued for Saturday, March 12, 2022, our flight from Cleveland, Ohio to Ft Lauderdale FL was cancelled. This caused us to miss the ship departing from the Miami port.

We have attempted to rebook for an April 3rd cruise departing from Miami through Cruises Only, but was told that full payment would be required by Carnival. At this point, we were not able to pay in full due to holds placed on our credit card by Carnival and other sources from the cancellation. We are now able to pay in full.

Joylyn Mortimer from Cruises Only submitted a reservation for the April 3rd cruise, which included our VIP discount and $200 onboard credit.

We are requesting that Carnival honor the reservation at the price submitted, along with the VIP discount and $200 onboard credit.

Other losses incurred are the expenses paid to Carnival for shuttle transportation to and from the port.

We are repeat customers and shareholders of Carnival stock.

Today my family was denied at the boarding of Carnival cruise because of Covid 19 vaccination date issue of my 2 daughters. 3 adults are OK for all documents but there was issue on my 2 daughter's vaccination date. They have fully vaccinated but last dosage date was March 11. As they said, 14 days need after last dosage for valid. This was main issue to deny our travel. In actually, CDC and carnival do not require children's vaccination as mandatory, but they didn't approve my family even they have fully vaccinated and Negative test results. We paid so much money cruise fee for 2 staterooms plus many shore excursions. Unfortunately, all my family's trip and money had gone.

I am so sad. Poor my crying daughters. They wanted to travel during their spring break.

We are scheduled to cruise on the Liberty for March 18,2022. When our family started the process of putting our information. Our daughter that was in another room started entering her health information, seeing that she is not fully vaccinated it wouldn't allow her to continue. So once I started calling to get her on. I got the total run around from different information. I feel that before you are able to book a cruise and pay for it. That should be done at the beginning. Maybe then people wouldn't get the surprise that one they are to be 100 percent vaccinated and insurance is required. Plus driving over to the port and finding out that you aren't able to get on the boat.

I booked a cruise with air through Carnival back in December. When I logged on to my online planner, I chose a King bed which I guess kicked me out of my room into another one, so I was no longer in a room beside my children. When I called customer service and the lady cancelled my reservation without my permission instead of just putting me back in my original room. My sales agent called me back and said he fixed everything so not to worry and that my flights were still intact, however I noticed that I now have a layover rather than a direct flight to LA. I called 1.800.321.6666 twice and waited over an hour before being transferred and hung up on. So, I emailed my sales agent again and hopefully he will help, but I don't appreciate being lied to and hung up on.

Note: My son has autism and transitions are difficult, this situation will cause our family undue stress at a time that should be pleasant.

I have been on 29 cruises with Carnival. I have another cruise next week for my birthday. I have been loyal to Carnival because they have been loyal to me, but that changed three years ago. My casino offers completely stopped. I have asked why they have stopped many times. Numerous emails with either no response or saying that my level of play doesn't qualify me for an offer. When I explain my level of play, the response is that it's not about level of play, but it's making sure that offers are spread around. Doesn't make sense. I have emailed the guest carnival email and the global casino. I would just like to know why the offers have stopped. RCL is connected to MGM and I get free cruises offers quarterly, but I am trying to stay loyal to Carnival. Again 29 cruises. I don't want to sound narcistic, but I use to be treated like a VIP. I would get on the ship first because of being platinum and the casino welcoming me with money and free drinks. They would know who I was when I would walk into the casino. That doesn't happen anymore. I have to play for an hour or so before the free drinks to start and for them to realize my level of play.

To whom it my concern my name is Mary Montague me and my daughter Vonkeisha Montague was suppose to go on a cruise on [protected] but she in up having chest pain and they kept here in the Hospital for 3 days so when they released her it was to late to go so i have been trying to reach someone for at lease 3 to 4 days to try to talk to someone to tell me what to do about canceling the trip at another time .The hosiptal is suppose to put a heart monitor for her to wear for 3-4 months i feel so bad because it was her birthday which was on the 13th of March so i am gping to have to do something at a later date can you believe that she is only 33 but thank God she is still here.Carnival Cruise number is T41CH4 my pin is 1212 and we also had plane reservations through Carnival Cruise which was on America Airlines reservation number is JDMKNMon 03-11-2020 Booking number T41CH4 Statero om:2344 ship & sail date: Carnival Conquest-March 11,2022.My name is Mary Montague 01-31-1955 Daughter name is Vonkeisha Montague 03-13-1989 my email is [protected]@Aol.com 3722 W. Douglas Blvd Chicago il.60623 Thanks and have a blessed date.

03/14/22 @ 2pm to 9:08pm

Hello i'm a travel agent and platinum member and I have been sailing with carnival for years. I have other members of my family that just starting sailing and for them to be upgraded to a balcony and i'm not I have a problem with that I was told that they can't accommodate me and my husband. I have all my cabins that were booked were interiors and they are balcony now. I never sail on the ship on any other floor except the 2nd floor due to me having invertigo and nose bleeds when i'm to high up. I would like to talk to someone about this issue. also the customers services reps needs to go back for training because they are not friendly they act like they don't want to be at work also they transfer you with out telling you and when the next person gets on the phone they ask how can I help you. I would love to have a call back on this matter. I really would hate to take my business somewhere else. my number is [protected].

Thank You

Penny Hall

Booked CCL Freedom May 2021. Cancelled Nov. 2021.

Waited for refund of $702.00 which was done on CCL gift cards.

Questioned whether gift card dept. was in-house or third party vendor and was told yes 3 times dept. in-house.

Just rcv'd an email today with an "E" gift card. NO CARD NUMBER NOTED.

Email has a yellow highlighted "CAUTION" note that the email originated from an outside organization. Definitely not an in-house dept.

Replied not comfortable with this form of refund. Requested hard copy gift card(s). I use a public library for internet and do not want to let the "E" card sit in my inbox.

Canceled my cruise, and was told my refund of $800 went back on my credit card. However, I did not use a credit card, I used cash to buy GIFT CARDS! Agent said that credit will go back to those cards, WHICH I NO LONGER HAVE! She also informed me that I would receive a credit in the mail within a month, and it has been over a month, and NOTHING! I have the hardest time trying to contact a corporate headquarters, and keep waiting on hold with their 800 number for BOOKING! I do not want to book! I want my money back, and this issue resolved!

We were so excited to be able to start cruising again for our anniversary. Unfortunately we found out that Carnival had practically given away last minute cruise deals to fill up the ship which was understaffed. Needless to say the service was horrible and the staff was very unfriendly. We had bought the drink service package and the lines at the bars were extremely long and to find a waiter was slim to none, which made the money we paid for our drink package a waste. Food service had very long lines and they limited portions of certain things like potatoes. They had limited shows and the talent was very lacking. You would have thought this was the first cruise coming out of the pandemic. I have never heard so many complaints from customers, that said they would never cruise Carnival again. Carnival took shortcuts, oversold and understaffed this cruise and in turn will cost them future business with many like us!

We have been cruising for more than 30 years now. All with Carnival. Up until the pandemic, we have never purchased vacation protection insurance.

Not knowing if we would get sick while on board and based on horror stories of those that did get sick, who covers medical expenses, alternative costs of travel, etc., we decided to purchase this type of insurance for a May, 2022 cruise from Carnival.

Again, insurance to cover the cost associated with ‘if we get Covid’ while sailing.

BASED ON MY EXPERIENCE, CARNIVAL WILL NOT REFUND THE COST OF THE INSURANCE IF YOU CANCEL THE CRUISE.

On March 1, 2022, we posted the following complaint on this same website:

We have been cruising with Carnival since the early 90’s and are both Diamond status. In late 2021, we followed CDC advice and cancelled both Carnival cruises in 2022 (a May, 2022 cruise and an Alaska cruise in August, 2022) due to a rise in Covid cases on cruise ships.

For our May, 2022 cruise (booked April 24, 2021; booking number M54DW8), we added vacation protection on November 11, 2021 to our reservation. Then, based on CDC advice, we cancelled the cruise in late December. Carnival acknowledged this cancellation on December 29, 2021.

When we cancelled, the Carnival system implied we would receive this paid vacation protection as a refund in the amount of $238.

It is now two months later and we have no refund.

I cannot reach anyone by phone, as I am on hold for hours on end. The telephone system also states to hang up due to the volume of calls and call again some other time. I have called their general number for support, the Diamond Desk, etc. – all with the same result. No person to talk to.

My emails to Carnival Customer Care ([protected]@carnival.com) go unanswered, as all I get is a canned, generic response.

Does anyone know who we can contact for our refund?

Can I email anyone at Carnival who will respond to my direct issue?

Any help will be greatly appreciated.

Thanks,

Jim Marshall

[protected]@gmail.com

Carnival Cruise Lines response

Mar 01, 2022

Hello Jim,

Thank you for the opportunity to respond.

Our records indicate that a claim has not been filed with Aon Affinity for your canceled booking with the Carnival Vacation Protection plan. The Program Administrator can be contacted 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am–10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET) by calling [protected] or [protected].

We value your Diamond VIFP loyalty and continued support and look forward to welcoming you and Ellen onboard again soon.

Kind Regards,

Carnival Cruise Line

I then contacted this company as suggested by Carnival, even though I purchased the vacation protection from Carnival similar to purchasing an excursion and got the following response from Aon Affinity on March 2, 2022:

Aon Affinity

Wed, Mar 2, 5:28 AM (7 days ago)

to me

Hello,

Your request for future cruise credit has been successfully submitted. Within the next 2-4 weeks you will be issued your cruise credits which may be used towards future travel plans with your cruise line. Please contact your cruise line directly with any questions regarding your future travel credits, or to rebook your next excursion.

Thanks,

Aon Affinity

On Mar 8, 2022, at 10:59 AM, Carnival Cruise Line wrote:

Dear James Marshall,

We’re sorry to learn that you and Mrs. Marshall are unable to sail aboard the Carnival Dream. We know you were looking forward to your cruise and we empathize with your disappointment over having to miss your vacation plans.

Aon Affinity has informed us that you qualify for a 75% Future Cruise Credit (FCC) towards your next Carnival cruise in the amount of $75.00 USD. This credit must be redeemed to book a cruise by March 8, 2023.

I then called Carnival and after some time on hold, I was able to talk to someone who told me the following:

A Vacation protection insurance purchase is not refundable

You, (me, in this case) decided to apply to the insurance carrier, Aon Affinity for a refund

My advice to others, based on this experience is if you think you need to buy insurance from Carnival, should you decide that you need this type of insurance to cover costs associated with getting ill while on board and then cancel the trip or cruise, YOU WILL NOT GET THE MONEY BACK FROM CARNIVAL THAT YOU SPENT BUYING THE INSURANCE POLICY FROM CARNIVAL

More than 30 years sailing ONLY with Carnival, buying a policy from Carnival and then following CDC advice and cancelling the FUTUE CRUISE (it has not sailed yet, we are not ill, we followed CDC advice), Carnival stiffed us for most of the Vacation Protection cost - $238 purchase; $75 dollar credit.

BUYER BEWARE!

Correct booking references: M48BX7/ M48CD2 were refunded on 01.26.2022 via digital replacement Carnival Gift Cards . I did find them in my junk email. I was told they would be mailed to my home address. Regardless I do have them and will be booking a future cruise, What I do not have is my refund to my American express card.

M48BX7 in the amount of $607.22 and M48CD2 in the amount of $261.48.

I have contacted American Express and they have confirmed that it has not been sent. Could you research and please send my refund. I intend that money to cover the airfare and cannot book the cruise until I get the refund.

February 27, 2022

To: Carnival Cruise Lines

CC: Federal Maritime Commission

Regarding: Future Cruise Credit

Dear Carnival Cruise Lines Staff,

I’m writing in an effort to resolve a situation involving Carnival Cruise Lines. I’ve attempted to resolve the situation with Carnival Cruise Lines directly on multiple occasions. I’ve been on the phone with numerous staff members to include the Executive Resolutions Team on 2/26/22. The company has notes in the system stating that I have future cruise credit and yesterday added notes that my future cruise credit is null and void. At this time, I’m asking that I receive my future cruise credit in a refund for $2368. In addition to that, I’m asking for a future cruise credit that I can use or transfer to someone else. I’ve lost money in airfare attempting to get to the sailing location.

I had first sailed Carnival Cruise Lines in 1998 and had a great experience. There was no question when it came to sailing again that I would cruise with Carnival. In 2019, I scheduled another cruise. They asked for my name and I told them Beatriz X. They asked if I had traveled with them before. After asking more questions, they said they found my account under my former name, Beatriz X. They helped with my booking. I assumed my VIFP name had been changed to reflect my correct name. Please allow me to explain what has happened:

Sail Date 2019 #8CTX03: This sailing was cancelled due to an incident with the ship speed. I was told I would have $2368 in Future Cruise Credit. I applied my FCC to the following booking #9DML65. This booking is now archived and everyone I’ve spoken to has told me they are not able to look at the details of this sailing. I received incident related FCC for this sailing.

Sail Date 7/6/2020 #9DML65: This sailing was cancelled due to COVID. This time, I attempted to call the cruise lines and there was no answer. I called almost on a daily basis and was not able to reach a human. Since I only had 60 days to receive my money, I called my credit company for assistance. I was credited back the $621.04. When I was finally able to reach someone I explained that I would like to sail again on Carnival and was told I would just need to use a different credit card when booking my travel. I applied my FCC from #8CTX03 to the booking for #N70MV6.

Sail Date 7/3/2021 #N70MV6: I received an email two days before I was to sail informing me that since I had not met my pre-booking requirement I would be unable to sail. I had completed my pre-booking COVID questionnaire before the deadline. I did not understand because I even received an email from Carnival with details about my sailing after I completed the questionnaire.

When I called Carnival Cruise Lines, they said that since my current name Beatriz X on the COVID questionnaire did not match with the VIFP name of Beatriz X that meant I did not complete my pre-booking requirements. I explained that the questionnaire had been completed and they said it was too late, my room was taken and there would be no room for me to sail. This cancellation was due to Carnival Cruise Lines negligence. I provided my name since I first called to book my sailing in 2019. I lost all my airfare money and did not even receive an apology. My VIFP was updated on 2/25/22 to reflect my correct name, Beatriz X.

2022 #T96BZ5: I decided to give Carnival Cruise Lines another opportunity. I called on 2/25/22 to attempt to book a sailing and use my FCC. I was able to plan a vacation to Alaska for June of 2022. However, during a phone call with Elizabeth, I was told that my future cruise credit was null and void due to a dispute on 4/7/20 and that I had a balance of $621.04. Keep in mind that I had booked a sailing with Carnival Cruise Lines to sail on 7/3/21 after the dispute. How can I have a balance if I have never even been able to sail? I called again on 2/26/22, this time to Executive Resolutions and spoke to Becky, who stated that my FCC was null and void and there was nothing else that could be done. Both times I was on the phone for two hours and the answer was the same my FCC is null and void.

There are notes in my file that state that in order to get my FCC, I must book by March 31, 2022 and sail before 2023. All four times I’ve attempted to sail, I haven’t been able to. I feel that this is an attempt to discourage me from sailing and not provide me with the FCCs that I’m due. I'm limited in the time that I can sail due to my work. The only time I would be able to sail would be this summer of 2022. I’ve tried in good faith to resolve my problem unsuccessfully.

I have been traveling with Carnival for approximately 5 trips. Back on 2/12/2020, I paid 692.23 to go on a 7day cruise with two other ladies (same room) that I have been traveling with on all my previous trips. Of course, COVID struck in March and our cruise was cancelled and we were convinced to get a ship credit and keep our cruise and rebook the next year. Nobody planned COVID... not me, not Carnival. Well, then on 1/26/21, I paid another 300.10 to rebook the same cruise and of course that was cancelled because of COVID for that next year. So now we finally were going the end of this month; however, as I was completing my on boarding (pre-cruise forms), it said I couldn't go because I do not have a vaccination as I refuse due to a religious exemption. So, Carnival won't let me go but they won't give me my money back... they did return my 300.10 back but not the original cost of 692.23.

I was informed today by our cruise agent to get it from the two ladies I normally travelled with. Makes no sense as we always paid per person and not per room.