Carnival Cruise Lines review: Air reimbursements

On 11/09/2023, I woke up to an e-mail from Carnival Cruise Lines advising that my Shore Excursions were cancelled due to a Full Booking Cancellation. Immediately, I called Guest Services to find out what was meant by a Full Booking Cancellation. Guest Services advised that CARNIVAL PANORAMA had to be dry docked due to mechanical issues and further guidance on reimbursements had not been provided yet. However, I was advised to search for another cruise to apply the future credit to since I paid in full, and I’d have to use the credit within one year of the date of cancellation so I scrambled to find another cruise before the end of January 2024 since my husband is going TDY for approximately ten months. I was also advised that Carnival Cruise Lines should/would send me further guidance on reimbursements but I didn’t have time to wait for that guidance since upcoming cruises were getting fully booked. Note: I never received an e-mail or a letter regarding reimbursements until Tuesday, January 2, 2024, which was three days after the subsequent cruise booked and nearly two months after my initial complaint. Guest Services also advised me to send an e-mail to [protected]@carnival.com for “full reimbursement,” for non-refundable flights, and I did so on Nov 10, 2023 at 1:50 PM but Guest Admin (Mr. Somarriba) didn’t respond until 11/16/2023 at 01:59 PM, and he refused to answer my questions about the reimbursement amounts UNTIL/UNLESS I cancelled the flights first, which was highly unreasonable and unfair. To date, he nor anyone else speaking on his behalf seem to understand how his refusal to be transparent about the reimbursement amounts caused me further unnecessary financial loss and robbed me of an additional memory with my husband. It remains their position that I didn’t have the right to decide what to do with my own money.

I didn’t want to cancel the flights unless I received a full reimbursement, because my husband and I could still use the tickets for a last-minute trip beginning December 2nd. After all, it was my money. Guest Admin (Mr. Somarriba) knew my concern and the cost of the tickets ($914.09), but he refused to tell me that he was only authorized to reimburse $200.00 per person, even though it was public knowledge and I had a right to know before cancellation. Note: I WAS NOT provided any e-mails and/or letters advising of the reimbursement amount. None. That’s why I asked him for clarification but he would not provide it until/unless I cancelled first and time was of the essence because the date of travel was approaching. In fact, he wrote the following, “We are unable to review the reimbursement until the flights are canceled and the airline advises no compensation was offered.” That was a blatant lie. He was able to tell me that a full reimbursement would not be provided, but he chose not to share this information no matter how many times I asked him, and he stopped corresponding altogether until one day before my flight, Friday, December 1, 2023. That’s when he advised that he’ll mail me a paper check for $400 Bucks, and he WILL NOT refund the difference of $514.09. I’m at a loss of $514.09 due to his intentional lack of transparency and I’m concerned about how many others he’s done this to.

I’ve since e-mailed Mr. Somaribba several times, and he doesn’t believe that he had a duty and a responsibility to be transparent with me about the reimbursement amount before cancellation so I could make an informed decision. I’ve since e-mailed [protected]@carnival.com, [protected]@carnival.com, [protected]@carnival.com, [protected]@carnival.com, & [protected]@carnival.com but ALL of my complaints were redirected back to him. Most recently, Guest Admin (Ms. Long) replied back to me on his behalf. Neither one of them honored my request to have this matter resolved via arbitration since it keeps being reviewed by the same individuals and/or department complicit. I previously asked for the remaining balance owed to me as a cruise credit for my subsequent cruise, Bkg B6HH36, OR upgrades like a couples’ massage at the SPA and WIFI OR CHEERS & BUBBLES for my husband and I for the three FUN DAYS AT SEA in exchange, which still would’ve been a financial benefit to them. However, the cruise has come and gone. Now, I’d like the money refunded back to me. Note: I’ve attached the I initial e-mail correspondences as proof. Please review the jpeg attachments for the initial e-mail chain regarding this complaint. I’m more than happy to forward the other e-mails if/when the company replies with human decency.