Carnival Cruise Lines

My name is Edgar Saul and we booked a cruise for February 20th to the 25th on Carnival Paradise. Five days before the trip on Feb 15 between 1:30pm and 2:30 pm my wife Valencia Saul contacted the cruise line Carnival and spoke to a representative about the copy of the birth certificate for our daughter Taylor. She originally called to ask about postponing or a refund for

the trip afraid that the documents we had weren't enough but the representative assured her that it was. The copy we had was copied on paper that read void all over it for security measures and we wanted to confirm that it was acceptable, the representative said yes it is and would be able to board the ship without a problem. We submitted and had processed passport applications back in December but did not receive it in time so we were concerned.

My wife Valencia my two kids Elijah and Taylor and I flew in to Tampa waited in the airport for five hours arrived at the ship and upon getting our boarding passed was denied access because customs said our documents for my daughter was not acceptable. One of the boarding agents gave us a card around 2 pm with your customer service number, we called it and that rep read out loud a list of documents sufficient for boarding and stated he didn't see anything saying a copy on paper with voided printed paper was not acceptable.

The boarding agent and her supervisor said there was nothing else they could do for us and proceeded to fill out paperwork for the retrieval of our luggage. The boarding agent asked if we would be leaving our 11 year old daughter behind and continue with our trip, we were overwhelmingly appalled and also said we could be fined $1200 if they let us get on the ship. Our family was devastated at that moment our eleven year old hurt and unable to have a week vacation on Carnival Paradise. Your staff could care less about our eleven year old daughter's feelings and cared more about a so called fine of $1200. A billion dollar industry. We hope this doesn't happen to other families and hope that was $1200 well spent.

Due to health issues and the recent on going scare of Coronavrus my sister's and I had to cancel our Cruise on the paradise
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As we were not expecting in a million years we couldn't take this trip I unfortunately did not purchase insurance.but we would love to cruise with you in the future
As we are too efficient and always pay in full we have a penalty for cancelling..
We are begging you to please understand our position and cancel our penalty as we really want to cruise together 3 sister's in the future

Sincerely Elizabeth Lawson