Complaint Rating:

Company information:
Carnival Cruise Line
United States

Carnival Cruise Lines is not doing the job it is expected to do. Has the company become so large that it is disregarding its most important people: its customers. I recently awaited boarding the Carnival Splendor to sail from Miami to Buenos Aires. Arriving at the terminal entrance, I was asked if I had a Brazilian Visa. Having none, I was placed in a small group and escorted to another line at the terminal. After a brief wait, I was told that I was not allowed to board the Splendor since I did not have a Brazilian Visa. To my great surprise, I was escorted to the building exit, told by a Carnival that she suggested that I go to the Brazilian Consolate on Monday, apply for a visa, meet the Splendor in Barbados the following Wednesday and finish the cruise. Well, $2, 000, four lost cruise days, and much bewilderment, my wife and I awaited the Splendor in Barbados. We concluded our cruise on Feb. 17 when we disembarked at Buenos Aires, Argentina.

Our entire cruise was a trip of unexpected events and mistakes. First, the manner of treatment by Carnival is totally awful. I called my Carnival Trip Planner who totally apologistic told me that she was so sorry. She stated that she did not know about the required visa and that she would have infformed me had she known. He supervisor, after telling me that he just found out about the problem upon arriving at work that day, told me that he knew of no solution. After a long wait while he contacted his superior, the supervisor told me that he was sorry for my problem but Carnival would do nothing for me. What a horrible feeling in the pit of my stomach! I expended $2, 00 extra for my cruise and Carnival would do nothing for me. I booked directly with Carnival, didn't they serve as my agent? Wouldn't they have an obligation to inform me of the requirements for the cruise? Even a little notation on their "Fun Pass" requiring a check mark indicating visa completed could have helped me avoid this problem. No, Carnival says it can not do this since individuals are responsible for taking care of all issues like this. Wow! I don't need to be served; I just need to be informed! The same problem was experienced by the Matre De's wife who flew to Barbados with many guests. Carnival didn't even inform their personnel!

Upon arriving on Barbados, I was informed to see the lady outside the terminal. She informed me that my wife and I and three other couples were being transported to our hotel. That's fine except at least a doxen other couples coming to Barbados to meet the Splendor also deserved transportation. The lady called her superior and was told that only the four couples were to be transported. The rest were left to fend on their own. Why would Carnival doscriminate by serving only four of the group coming to meet the ship? We were told by the driver that he would come back the next day to transport us to the ship. We waited for an hour and half after the pickup time and finally took a taxi to the ship. Upon boarding the Splendor, I asked the Purser what was happening to resolve the whole issue. His reply was simply "I don't know". I told him that I was not picked up this morning and he took my Taxi reciept and said he would check into it. Several other couples were able to get transportation to the ship when they accidentally noticed the pick up van that morning in frint of their hotel. Misinformation followed by inaction and confusion seemed to be the word of the day.

While at the Purser's Desk, I asked how I could change my dinner time. He sent me to the Matre De who informed me that the Purser did that. I eturned to the Purser only to be sent back to the Matre D who finally informed me that I could make the change at dinner that evening. The entire cruise was filled with strange events. I requested and was given a room and time to hold a meeting. At the appointed time, the lady responsible for assigning events in rooms arrived to tell me that the room was being used by another event. I found another room anyway. Our Past Guest Party was scheduled at the same time a Dancer practice was scheduled. We were told the guests numbered 3.331 while a Carnival PR person lowered that to 2800 guests. Which number was correct? I could go on and on.

Unfortunately, Carnival is not doing what it advertises. Our cruise did not prove to be the Fun" time Carnival advertises on all promotions.