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Carnival Cruise Lines review: Change of cruise charge

Elsa Landrau of Fayetteville, US

Feb 04, 2024 1:43 pm EST

Verified customer

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I had a cruise booked to sail from New York on Sept 14, 2024. I had some inconvenience with parking at the port (the parking is 5 blocks away from port), so I decided to change my booking to another that sails from Miami. We are a big group traveling with kids and NY is not a good option when you have little kids. We called yesterday to change all of our bookings, and when I tried to do mine, they told me my cruise was non transferable because I was on a casino offer. That was new for me, because I never go to the casino, I don't gamble. They said that I selected that option when I booked online. I didn't realize that, I never read anything about casino on my booking. So the cruise was payed off and they transferred to my new cruise only part of the money that I payed already. They said the deposit was not transferable and we are talking about 396 dollars. So now I owe 488 from my new cruise. I think this is not fair, because this is not my first cruise and I never had this inconvenient before. I want to somebody show me were it says on my previous booking that I was getting a casino offer. My booking was B2CM74. I am not requesting money back , I just want my money to be transferred to my new booking.

Claimed loss: Deposit

Desired outcome: I would like my money to be transferred to my new booking.

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Carnival Cruise Lines response

Feb 06, 2024 7:15 am EST

Carnival Cruise Lines customer support contacts

Phone numbers

1300 385 625

+1 (800) 764-7419

Address

3655 NW 87th Avenue, Miami, FL, 33178, US

Website

www.carnival.com

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Thank you for posting your concerns.

We are sorry to learn that you needed to change your ship and sail date from the Carnival Venezia 09.14.2024 sailing from Manhattan, NY round trip to Canada and Bermuda to the Carnival Celebration 09.29.2024 sailing from Miami, FL round trip to Exotic Western Caribbean; however, rates and availability are subject to change and you chose the initial cruise 10.29.2023 and rebooking a completely different itinerary on 02.03.2024 for the new cruise will be at current rates.

Our records indicate that you did purchase Carnival Vacation Protection as part of your cruise package and the 75% future cruise credits were already applied to your new cruise.

Kind Regards,

Carnival Cruise Line

It didn’t help me, they just re-scribed my complaint on the reply.

Carnival Cruise Lines response

Feb 06, 2024 1:59 pm EST

Carnival Cruise Lines customer support contacts

Phone numbers

1300 385 625

+1 (800) 764-7419

Address

3655 NW 87th Avenue, Miami, FL, 33178, US

Website

www.carnival.com

File a complaint Write a review

View all Carnival Cruise Lines contacts

Thank you for posting your concerns once again.

The offer chosen at the time your original booking was created, states on the cabin confirmation that the deposit is non-refundable and non-transferable and we are sorry that you are displeased with the timing and handling of the situation; however, we have acted in a fair and equitable manner and no additional compensation is due.

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

Kind Regards,

Carnival Cruise Line

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Carnival Cruise Lines phone numbers

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3655 NW 87th Avenue, Miami, Florida, 33178, United States

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