Company information:
Carnival Cruise
Long Beach, California
United States
Phone: 8009296400
Good Sirs
Re: Complaint Code: 11671585A
I recently had the pleasure of taking a 3 day Mexico Cruse – and enjoyed 98% of my first time Carnival vacation experience.
I am writing to resolve a Check-in problem -- that almost ruined my vacation.
At this point, I would like someone from the Company to call me or write – and either tell me that the situation was not handled well by the on-duty check-in person, and that some steps will be taken to insure that others do not receive similar treatment. Or, that somehow I misunderstood the Check-in process – so this will not be repeated on my next cruse.
Here is what happened:
I arrived at the Long Beach Check-in Gate at approximately 3PM and presented my Guest Confirmation to an African-America woman ( Supervisor, possibly Olga? ). She stated that she did not recognize the Booking Number, and that I would have to call the original Booking Agent ( Carnival ) to get a valid number.
I informed her that I had left my cell phone at home for the vacation, and asked her to check in her computer to verify my Reservation, or call the Booking Office.
She said “no.” that I would have to walk with luggage about 3 blocks to the nearest pay phone. Arriving at the pay phone, I called the Carnival Agent – who confirmed that the Booking Number ( 53MD14 ) was correct.
I then walked back to the Check-In Gate and spoke with Olga again. After telling her that the Carnival Booking Agent I phoned ( 3 blocks away ) confirmed my Reservation Booking Number, I had to strongly INSIST she call the Booking Office so she could also confirm the Number, and check me in.
She FINALLY called and in 60 seconds confirmed the number, and took me inside to the Ticket Office.
At that point, a Mrs. Ortiz helped me complete the Check-In. She was wonderful, apologizing for my inconvenience and making sure everything was now correct for me to get onboard. She was terrific!
Unless I have misunderstood process, at least 3 mistakes were made:
1. At original Check-In, Supervisor Olga would NOT look up my Booking Number, or call the Ticket/Booking Office, insisting my Guest Confirmation as invalid. She did not take me seriously.
2. She asked me to walk 3 blocks to a pay phone with luggage, rather than immediately handling it at the Check-In gate or taking me to ticket office, or allowing me to use her area phone.
3. Once everything was cleared up, she offered no apology for what I see as her mistake – and showed a lack of problem solving ability.
Again, I just want a call or written response from Carnival – from someone who understands the Check-In Process – to insure this does not happen again., especially to first-time cruisers.
Appreciate your attention to this, looking forward to next voyage, and hearing from you.
Alan Quach
2805 E. 3rd St.
Unit 8
Long Beach, Ca. 90814
562-556-6500
Avq562@yahoo.com
