Carnival Cruise Lines
Reviews and Complaints

I went on a cruise on 2/2/22 - 2/7/22. Upon departing the ship, I asked for an itemized print-out from Customer Service of all expenses incurred. The print-out was the exact amount I anticipated. However, when my credit card statement arrived, I noticed an additional charge of $59.96 posted (2) days before I even boarded the ship. I called several times to speak to someone about this matter, but each person shifted the blame on another department. To this day, the matter remains unresolved. Further, the hold time for assistance is greater than 1 hour.

Have sent information regarding booking m488x7 and m48c02. If you would look these were made on Jan 8 2022. You have researched the previous 2 times it was rescheduled. I got the CEO letter right after this booking and requested my refund after holding for hours I was told I would get part sent to my American Express card and a Gift card mailed to my home address. Please understand my frustration that the previous response you gave me was for a past booking. Would you please take the time to look at the entire track of these cancelations and reschedules and you will see that I am telling you correct information. I do not believe you have any intention of refunding my money.

Good morning,

We are sailing 3/13 Booking # T52BG2. After receiving your email on 2/28/22 regarding the change in our itinerary. I called regarding our concerns. We decided to cruise with Carnival again to celebrate the last 3 years of our wedding anniversary's. Our hearts were set on visiting Jamaica and Mexico. With that said all 3 of our destinations have changed to destinations that we didn't pay for. Our airfare was over $1000 not counting other transportation costs. When I called 3/1/22 I spoke to a lady regarding my concerns. I asked if we could have a cabin upgrade due to a trip that we didn't pay for. We could have cruised out of NY in the next month or so if we wanted to cruise to the Bahamas without paying for airfare. I was told that we should be able to have a cabin upgrade due to everything. I was also told I have to speak to someone in the resolution department and that they can help me. When I finally reached the resolution department the lady was not very pleasant. I mentioned that the lady I spoke to before her put our conversation in the notes and to please read what she said. I was ignored and told before I could finish talking NO I can't upgrade your cabin. I was told multiple times there isn't anything she can do. I said that I wasn't asking for anything else other than a simple upgrade with our cabin. I was told I would have to pay for the upgrade of $1600.00 for an ocean view. I was told that we couldn't have a free upgrade because of the cost. I was in tears at how I was being treated. We decided to cruise with Carnival again because we loved the hospitality and the warm welcome feeling we have received with our past cruises. All we are asking for is a cabin upgrade.

Thank you for your time,

Brenda Perkins

This isn't really a complaint it's just an observation of what I have observed over the 14 cruises we have taken with Carnival.

We started cruising with Carnival in 1994. We were treated like we were the only ones on board, Kings & Queens. It was the most exciting trip we had ever taken. We just returned 2/27/2022 from a cruise on the Horizon and it was like a vacation at a resort that didn't care if you were there or not. The staff was awesome. For the amount of money you pay, it just wasn't the same.

Earlier cruises on elegant nights the ladies wore really elegant cocktail dresses, and the men wore suits and tuxedos. Now other than elegant nights you can wear whatever to the dining room, shorts, t-shirts, etc. There were tablecloths on the dinner tables every night and silverware more than just a fork and knife.

I have told so many people over the years that take a Carnival Cruise. You won't regret it, but after this last cruise I am not sure I would recommend it now. We live in the country and to get away is a big deal and to be pampered for a week was a refresh get away for us.

I hope Carnival will rethink some of their decisions and go back to the earlier cruising days. I understand that with the airlines limiting the weight that you can take is also a factor to this.

Thanks for listening

Vickie & Steve

My name is Claud Lowe. I orginnaly booked a cruise out of Tampa Fl.

The cruise was cancled so I booked another cruise for 4/2/2022 out of Tampa. I do not remember the Ship name. The cruise was changed last month to sail out of Mobile A. on a less than desirable for me Ship. I have have called to cancel the cruise and have been put on hold for over 4 total hours. I have given up two times. I finally got someone, Marcia Lucas, and she informs me that I have to be put on hold for over an hour to talk to the right person about canceling my cruise.

The customer service or lack of is not accectable in todays environment of emails and internet platforms. With the only way to conduct business is a phone call and you do not staff enough people to assist customers. Marcia also informed me the reason she could not cancel the cruise was the promotional code. I never signed up for this and had no idea that this casino promotion was tied to my cruise.

I need to be contacted at [protected]

On Feb. 3, 2022, I called the Carnival cruise line to say we wanted to cancel and rebook our cruise that was sailing on Feb. 26, 2022. With the Covid restraints still in place, we were unwilling to wear masks throughout the ship. We wanted to sail later when the restrictions were not in place. The Agent told me that he cancelled our cruise and that I had until March 31, 2022 to rebook another one. At the time, I wasn't sure when we wanted to go since we needed to talk to another couple. So, I called back around March 1st and was told that we didn't cancel and rebook in time and that we had needed to rebook before the sail date.

I explained to a different Agent that I was told March 31st and she looked it up and saw it on the information from when I called.

This last Agent told me that she couldn't rebook from her part or straighten it out but to email your review department. She also said it was a special promotion that looked like to be booked from the Casino dept. of Carnival.

Have sent information regarding booking m488x7 and m48c02. If you would look these were made on Jan 8 2022. You have researched the previous 2 times it was rescheduled. I got the CEO letter right after this booking and requested my refund after holding for hours I was told I would get part sent to my American Express card and a Gift card mailed to my home address. Please understand my frustration that the previous response you gave me was for a past booking. Would you please take the time to look at the entire track of these cancelations and reschedules and you will see that I am telling you correct information. I do not believe you have any intention of refunding my money and are a very unethical company. I look forward to your next excuse.

Hi on 2/19/2022 I emailed saying that I needed to cancel my cruise, due to not receiving my passport. And not being able to board the ship. I called the 1-800-number and was told to file a complaint and get a full refund. And still have not received a email about this request. My name is Douglas Rogers and Yvonne Rogers. Please email me back. Thanks

We are supposed to be leaving on 3-13-21. We just found out after we booked all our excursions that you are switching ports and you will cancel them & refund them. The new port excursions just opened (today 3-2-22) up but we can't book them since you have not canceled the old ones yet. The old ports had a bunch of excursions to choose from.

Q50DV0,-Q62VT2, are the booking numbers for this cruise I was not allowed to take, due to an over zealous agent at boarding. I have several pieces of identification, drivers license, trade license with current photo none was good enough for her.

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

I received a letter from the CEO authorizing a refund for COVID issues. I held for over 3 hours and finally talked with a very rude stressed individual that issued my refund . I was to receive 2 payments to my American Express card and a large gift card to use in the future. I cancelled the cruise due to young children. My wife and I would like to book an anniversary cruise and cannot do so until we get the refund. Our booking number is M488X7. Last name Webb. Could you please process our refund. I asm very disappointed in your ability to follow through. The CEO letter makes me feel like the refund would not be a problem. I have talked to 3 different people at Carnival that basically can't do anything to speed this up. WILL I EVER SEE IT ? I have already Emailed customer care and of course received no response.

We upgraded to a Balcony room. It was a beautiful room, however we could not enjoy the balcony a single time. Not because the weather but because it was soaked from then cleansing the decks above. Mind you, I get the whole covid cleaning. They cleaned their butts off, but my goodness it was ridiculous, they were cleaning several times a day and by spraying off the deck, the water was soaking our balcony. Dirty water from the decks! EW! We called customer care twice from our room and they said they would look into it but it happened all day everyday. It was standing water. We contacted customer care right after we got off the ship. They offered us a $25.00 credit for a future cruise. I politely declined by stating this was not an acceptable solution and customer care never contacted me again and never gave the credit. LOL. $50.00 in total ($25.00) for me and my husband is nothing compared to what we paid for an upgraded room, and we did not get to even enjoy the upgrade.

My name is Keith Bailous. I was scheduled to be on a cruise 1/30/22 thru 2/5/22 on the carnival pride. [p16dr6] booking number. I was delayed by over two hours. The plane had technical problems. By the time I arrived at the port, they had taken up the gangway. I was not allowed to board. I have received half of my money back. I would like the rest back or credit to my next cruise 8/2/22 [n84lt9] booking number

My husband and I decided to take my Mother and her husband on a surprise Cruise. They never have been on one before. Unfortunately, Herman her husband was diagnosed with a rare Cancer in the blood/heart. We was booked for May, but changed to June hoping this would give him time. Instead his issue got worst and he has to take Radiation for 6 months which will run after June. I was informed that we would loose the $298.00, so I'm reaching out to you to see if due to the circumstances is it possible to receive a full refund.

If you need any medical records from Herman doctor I can provide that paperwork.

Your consideration in assisting us with this matter would truly be appreciated.

My cell number is [protected]. Email - [protected]@gmail.com

Booking number is R91RG6

Thanks in advance

I keep getting emails from carnival saying that my request to change my email as well as my wife's email has been processed and we should change it immediately.

We have never sent in these requests. So I am not sure what is going on.

In addition I called the customer service line and they said leave a call back number and they will call me back when someone is available. I get a call back and then i am put on hold without even speaking to someone. What is the purpose of the call back if I am put on hold again.

I finally get to speak with someone and they say they have to transer me. So I ask them for the number in case I get cut off. They say OK then never give me the number. I am then on hold again and nobody answers.

I am a shareholder of the company and do not feel anyone should be treated this way. The last reason I am typing this is I can never get anyone on the line.

I purchased the fastest internet package on our cruise possible & on the 3rd day I had no internet this rolled over to the 4th day to which went to the customer service desk & asked them if the internet was down. Sandra the customer service girl stated that the internet was fine & my phone showed high usage. She asked me to screenshot the message if it happened again. The minute I got to deck 10 the service disconnect again & I screen shot the messages & went back to customer service desk & showed them the messages & spoke with Sweety who again said everything was fine. I explained to her that everything was not fine & showed her the screen shots that I did not have service. She said she would give me a 25% discount on my package which I personally think is ridiculous. I told her that it was not about the money it was about me being able to conduct business while on board I told her we sailed on this very same ship on Dec 31st & never had an issue with the internet. Again I did as they asked & went back upto the pool deck only to lose internet connection a 3rd time. At this point I'd screen shot everything, every message that showed I was unable to connect to the internet & brought it to them at the customer service desk for the 3rd time, nothing further was done & I informed the young lady that I spoke to I was cancelling my upcoming cruise on March 14th due to the horrendous customer service. All they seemed to think was I was looking for something for free instead of realizing while im cruising im also trying to run my business which requires me to have internet access.

So now instead of sitting poolside enjoying myself I'm having to sit in the lobby the only place I seem to get internet.

I hope this complaint does not fall on death ears as I enjoy cruising on Carnival & have taken 3 cruises in the last 3 months 2 on Conquest & 1 on the Sunrise.

Thanks Seam Mckendrick

Folio #93158

VIFP #[protected]

My family and I have been trying to take a family cruise since March of 2020 and all have been cancelled related to covid by the cruise line. Each time we opted for receiving future cruise credit instead of canceling the trip, we eventually took a loss due to one person who would not be going when it was time to rebook the cruise (Booking#8SPP22 total paid $3428.20). We then rebooked for the second time (Booking #J04FJ9), and for the three people that were still going had already paid the difference for a total cruise cost of $2930.50, and then we only received a cruise credit of $2107.00, since the person that couldn't go was already refunded (booking#J04FJ9). When I rebooked the cruise with Marnie Kennin, (booking #S59JLO) with the same three (cancelled cruise related to covid by cruise line) for $2930.50, which only gave a cruise credit of $1270.50. When I spoke to Marnie about this, she said she "could clearly see it was an error" and went to the manager, she then told me to go ahead and book this cruise (for the third time) and that she would speak to her more seasoned manager, due to the one she spoke with was new and didn't know. She said her manger would be available on Monday and that she would have him take care of it and it should be a balance of around $1000.00 (per her calculations), and this was on 12/31/2021. I tried contacting Marnie a few weeks later and received her voicemail, which she never returned my call. I called again a few weeks later and was finally able to reach her, and then had to go through the whole exchange of information again. She had said her manager had been extremely busy, but he will get to it. February came around and I attempted to contact her again, and then she said she had to do a spread sheet of every cruise that was scheduled/canceled and she would be in contact with me, when I asked her how long it would take she said "give me a week", yet again she never contacted me. With the final payment being due in march, I called and have left a message and she has failed to contact me to fix this issue. I understand that covid is unpredictable and is making things difficult, but how many times can I attempt to fix this issue with such a lack of communication between the vacation planner, I had only rebooked for the third time because she convinced me there would be no issue and things would get sorted out, and that it wouldn't be a problem. The cruise had been paid in full before the cruise line had canceled the trip, which was originally ($2930.50) for the three people (who are my children) and now they're being told they owe $2730.08 after rebooking, and were only given $1270.50 in cruise credit due to prior cruises being cancelled. So there is a missing balance of $1660. They're saying it was refunded to the fourth person, who had already received their refund prior to booking the second cruise. The total original cruise with all four people was $3428.20, and the other three only received $2107, so they are missing $1321.20 in credit. Our family was very excited to take a vacation together, but this whole process has been a complete nightmare and very upsetting. I understand people get busy, but the complete lack of communication between the cruise line and the vacation planner is unacceptable. I am just trying to resolve this issue so that my family and I can take a vacation, but they seem to be making it nearly impossible. It is not fair that we have to pay more money at the last minute for a cruise that had already been paid for in full. We understand the $1000 balance since this cruise is more, but we should receive our full cruise credit of $2930.50 that was canceled by the cruise line due to covid.

We have taken a wonderful cruise with my brother-in-law and sister-in-law on the Carnival Panorama. We ate, drank and gambled and had a great time. We even left with a card for a free Cruise. And then I made an appointment to have a massage at Cloud 9. I actually talked my husband into a foot massage. He has Alzheimer's and I thought a cruise with his brother and sister in-law would be relaxing for him and having a massage in the same room with me would not make him anxious, until we were done, and the girls turned the lights on and gave us a hard sell on their products. We definitely felt intimidated and coerced into to buying by telling us our skin was getting wrinkled and dry and needed this product that would definitely help us. My husband was getting very anxious to get out of the room. They finally moved us to the counter and said they would use the charge on file and send us the product. It was done before I knew what I bought. All I want to do is return the product, but I cannot find a way to talk to anyone or was not given a return address and policy. Please can you help us get our credit on this purchase mistake.

Thank you Kathleen Maleitzke

My husband and I cruised the carnival glory from 2/13/22-2/20/22. Within the first day and half we had to be relocated because of the ten degree variance in temperature that we were unable to adjust ourselves, not to mention the grotesque smell of sewage from the leaking pipes. Once we had to pack everything and move, our new room had issues with the commode not flushing, the shower barley draining, the sprinklers leaking to the point the lower portion of our bed and the clothing on it was soaked. The bed itself had one extremely worn down mattress that was significantly lower then the other making it difficult to sleep or be remotely comfortable. They did finally offer to change our linens (thank goodness) we hadn’t cruised in nearly eighteen years and now I remember why. To make matters worse, prior to cruising I booked the glory again for April 2022 as a birthday gift for my children and knowing now what I do I wish I hadn’t! Next time we’ll stick with our timeshares to guarantee the highest quality accommodations.