Carnival Cruise Lines
reviews and complaints

John and Sharon Shepard

3201 Key West Drive

Garland, Texas 75044

09/06/2022

TO: Carnival Cruise Line Corporate Office and Headquarters

3655 NW 87th Avenue

Miami, Florida 33178

The purpose of this letter is to notify you regarding a breach of the terms of the contract signed between you, and the Shepard’s. According to the contract, you have violated the following particulars;

For these reasons, we hold you responsible for proceeding in acts that have directly violated the terms of the aforementioned agreement.

We notice charges on our account that we did not make. We are asking for a full explanation to how your company came up with the charges that appeared on our billing statement.

We also notice that some on the payments on our account did not appear as a credit our account before paying our bill. We need an explanation as well.

We come up short using your ATM on the ship of one-hundred dollars. Sharon requested $500 and only received $400 from the ATM machine on the 5th floor of the Casino. We know that the machine had some issues.

The Spa lady changed her own gratuities fees of $12.42 and she stated that I had to pay this amount (September 01, 2022).

-Was not a bug free zone-

Allergies to bug bites

We need accountability to the action of your charges and fees that was applied to our accounts.

We are also asking for a refund of over $2,500 dollars for all over charges and reimbursement of the next cruise we do not want to take with your company.

Since

John and Sharon Shepard

We ask that you work towards rectifying said violation and in order to uphold the original contract and avoid any legal proceedings that may be initiated if you fail to do so.

Sincerely,

June 2022, on board the Splendor during NBA playoff. Unable to see it anywhere on the ship including the Sports Bar due to lack of service on the TV. Many people like to enjoy their Cabin at least 1 day during their vacation with their favorite drink. August 2022, on board the Mardi Gras. Excellent ship. Same lousy TV programs even the On Demand movies were old and not very interesting at all. Can your company do better?

2. Elegant night People being admitted into the dining room with gym shoes and jogging shorts while most of us had made the effort to dress in our Sunday best.?

3. 50% of the crew were just plain rude. One crew member even raised her voice at me for asking her for some butter in the buffet area. Almost made me act a fool with her but she wasnt worth the effort. I have been on a few cruises with Carnival and the crew was just great and friendly. a lot of people I talked with also agreed that the Mardi Gras crew was the worst we had ever encountered as a whole. Charolette Sanders [protected]@gmail.com

I purchased this cruise through Uplift. Was making multiple payments each month and I ending up canceling due to a medical issue and could no longer make payments. I started this payment in June 2022. The cruise was not until Oct 2023. I cancelled Aug 2022. I also purchased the vacation protection, but now carnival only refunded Uplift a portion and I am stuck making an additional payment to Uplift and am out $340. How am I out and still peeing an additional payment when I did everything right .. I purchased the protection plan, I cancelled way before the cruise? And have received not one ounce of communication from Carnival? I cannot help a medical emergency that has set me back a bit. I would like a refund to Uplift to obtain my $340 that is being held for no reason.

We sailed on the Breeze on August 15th to 19th, and we had a cove balcony. We could not enjoy the balcony due to it being so dirty and had other people hair everywhere. We notified our room cabin Stewart as well as the help desk on the 3rd floor. We were advised to reach out to corporate office and let them know about our experience. I took the pile of hair to the desk and was told to take pics and send in as well. This was the first time we ever had a cove cabin, and it was very dirty and very disappointing cause I have been cruising with you all since 2011 and Love Carnival. So not sure why this happened, or the staff overwhelmed but wanted to make aware of it. We are frequent Cruiser and had brought some friends for the first time and was so disappointed. If like i like for you all to see the pictures of the balcony area, there was excessive hair all over.We gathered most it to show the front desk how bad it was. We were not able to enjoy it and wasted our money on it. Please help resolve this matter and like there to be changes for other cruisers. We love to cruise and want to be able to relax and it's supposed to be our get away and it wasn't this time. Was very disappointed and may change to another cruise line. Please help with this issue at hand.

My name is John Amodio my wife and I just got the magic 8/31 2022 this was by far the worst carnival cruise we ever had my folio #was 69355 my vifp # is [protected] to start the lido deck was dirty most of the 9 days we had to clean our own table off to eat the food was cold and selections where bad my wife and I are handicap there was no assistance from people on lido deck I would like to hear from a customer rep at [protected] soon we are booked on the magic July 2023 12 people 4 cabins if you think I am going to spend 10 to 12 thousand dollars and get the same results you are this is a family vac that my wife and I are paying for on a good note we would like to thank our cabin Steward Haime he did a great job room # 9266 and our wait staff at the southern lights dinning room table 727 Wayman Oswaldo and Tanya did an outstanding job like I said I want to hear from some soon or we are going to cancel and go to one you competitors thank you, John Amodio we are loyal carnival custermers did many carnival crews look us to you will don't make us switch

I received a perk via email yesterday and was embarrassed

to even tell anyone I got it. If the value of my previous sailings

equate to a single bottle of water, I'd prefer to get nothing.

If this email does happen to get to you please understand I am

loyal to Carnival and will continue to cruise with you but this seems

like a slap in the face...and I even have to share the water with my

wife because we only get one bottle. :-)

Thanks for you time

Bill Ittner

[protected]@ittner.net

[protected]

I settled account before I got off boat. August 29th. Wake up this morning and there was $893 charge from carnival that I hadn't authorized. I have filed a dispute with my bank and have requested a statement. I doubt I will ever board this ship again. Trip was paid for months in advanced. The most I spent on the cruise was pulled out of the ATM and that was to gamble so how the hell did you take $893 from my account?

In the fall of 2020, I booked a cruise, booking # J79TB9, sailing on 11/29/2020, on the Breeze. It was canceled and I left the payment for a future cruise. I was also given two $300 per person onboard credits ($600). The credit was to be used by 12/31/2020. In Dec. I inquired and was told, that because of the pandemic, the credits were extended (with no end date mentioned). Because of Carnival rules, I was refunded part of the cruise money and still have a credit of $529. I then booked a cruise for 9/18/2021 on the Mardi Gras and opted to save the credits and pay for the new cruise in full. I now want to book a new cruise for this fall and expected to use the $529 credit and also the $ 600 onboard credit. The onboard credit was denied because it had to go to a new booking by 3/31/2022 for a sail by 12/31/2023. My objection is that I was never informed of the 'new' expiration date. The agent said she TRIED to contact me last Dec. What is try? No e-mail, no instant message, a call I did not receive. All that had to be done would have been to leave me a message, then it's my obligation to reply. I was never informed. I could have used the credits on last years Mardi Gras cruise.

My daughter had a cruise already planned and we were going to and myself and do an up grade. A price was quoted so after messing this the travel agent for 2 hours we wanted to book. When it came time to book he said he could not find the price he quoted us and wanted to chage over 100.00 dollars more. He said he would talk to a supervisor to see what happened. After about 5 minutes waiting a supervisor came on the line and was a very rude person that would not even let us talk and said that is the price what do you want to do. When we explained it was carnival that had made the error she was uncaring and so my daughter had asked carnival to put the reservation back to the original reservation and this has left a very poor taste in my eyes. Carnival does not care much about there passangers or they would correct there error and at least offer a soda drink package or any small thing that would help with there mistake.

I was willing to pay for the upgrade but can't understand why it woud take 2 hours to get a reservation upgraded and 4 different prices.

I booked two cabins via Carnival Cruise for departure August 22, 2022 from San Francisco to Alaska. In speaking with the Carnival agent, she informed me that my wife and I plus our 2 guests would enjoy drinks ship wide for the cruise duration. On 2 subsequent calls to clarify details, the free drinks for all guests was confirmed again. Upon boarding we learned that our guests would not get free drinks. I met with the casino host and called the 800 casino line. Now I am being told they cannot verify anything. Recorded calls? I am extremely angry at being deceived by Carnival.

This whole process to get covid information to you is beyond difficult. This should be included with your pricing seeing that Carnival wants guests to travel with them.

Uploading documents, taking tests filling out questionnaires.

I am so stressed out at this point I wish I never booked the cruise.

I also called customer service to prepay the tipping, and was cold transferred by the agent.

James C Brown III

July 17th, 2022, my 22-yr old daughter and I sailed on Carnival Horizon. We boarded the ship early and got access to our rooms and was ready to enjoy the next 6-days. People were still boarding, as it was about 1pm, we went to the pool at the Havana Bar and had an unpleasant experience. Not wanting to make a big stink, we proceeded to the 10th floor bar near the seafood shack and once again had the same unfortunate experience. I have purposely omitted what happened because this in fact is not a complaint, but instead a compliment of how the staff and managers turned this unpleasant experience, not even 1-hour into our trip; around. Mario-manager, took time to listen to my complaint and worked to resolve my unpleasant experience immediately. Stephan the food and beverage manager, contacted me to find out what happened and worked to make sure the rest of our trip would be favorable. Nicoli-Bar tender on the 3rd floor main bar was just a pleasure and remembered my daughter's name and my name, and my birthday, each time we passed or stopped for a beverage. Mario saw me walking in the corridor 3 days later, called me by name and wished me a happy birthday. How did he reminder? Wahyu- room attendant, was very helpful. We are quick to write when things go wrong. I wanted to write about the work and effort that was made, to make my experience memorable (pleasantly).

On June 11, 2022 for our 18th wedding anniversary my husband and I were booked on the Vista for a 7 day cruise out of Galveston. We purchased airline tickets and prepared to fly to Galveston to board the ship. Our flight with Southwest was first delayed and then cancelled mid trip , we were stuck in Oklahoma City,and we were unable to make the cruise.

Because it was the airlines fault they put us in a hotel for the night and flew us back to Atlanta the following day, provided us with 2 travel vouchers and refunded the cost of our tickets

When we were told that the flight had been delayed, I began contacting Carnival to see what we could do and also to try to contact the department responsible for transfers to inform them not to wait. That we would have to take a Uber to the port. I was informed during the first call that I would get a credit, minus the port fees and taxes if we did not make it. We held out hope that we would make it. After being told that the flight was delayed, we were told (about 20 min later) that the flight had been cancelled. I again called Carnival and was informed of the steps I would need to take to make sure I received a credit for a future cruise to be used within one year.

When we returned home (6/12), I contacted Carnival to be sure that what I was told was correct about the credit. The representative that I spoke with assured me that the credit was there and we would be able to use it.

Fast forward to 8/09/22, I received a email saying that we did not have the credit.

So I called Carnival so that I can obtain clarification and spoke with a representative (can't recall her name) that confirmed that there was not a credit showing.

At this time I asked to speak with a supervisor. She placed me on hold and came back to the phone and said, I have located a supervisor, and she has said that she will speak with me, but there is not anything she can do.

At this point, a supervisor named Katina gets on the line and begins to tell me that there is not anything she can do.

I explain to her that I did not make this up and that I was informed by representatives of the company that I would get a credit. To this she says that no one had the authority to tell me that I would be getting a credit. Which I explained to her that I would not have called if I had not been told this. And that how her people are trained is not my concern and that I felt that she was not trying to hear me and that what she was doing was not right or fair.

My husband and I are faithful cruisers of the Carnival Cruise Line and to not be heard and to be told one thing and to have something totally different happen is not right.

To submitt everything that was asked or needed and that is was not my fault that Southwest had cancelled our flight in the middle of the trip. Explained that I nor my husband have $2,000 to just give away, and to be treated as if I was trying to get a refund was not the best feeling.

The desired outcome that I am seeking is for Carnival to honor what THEIR trained, paid employees told me on multiple calls and provide me with a credit for the cost of the cruise (minus taxes and port charges)

I am greatly looking forward to getting this resolved so that I can continue to be a loyal cruising customer.

Carnival Splendor

Booking #K67RK9

June 28- July 5, 2022

This was our 3rd attempt at a honeymoon cruise since the pandemic started. We booked this cruise to Alaska because it stopped at Skagway that had the train excursion. After our vacation dates were approved and set, we were notified that the port of calls had changed and we were no longer stopping there.

I then started the process with Guest Access because I am 95% of the time confined to my wheelchair. I am able to stand with walker to transition only.

Our ports of call ended up being Icy Strait Point, Juneau, Ketchikan, and Victoria. A total of 91 excursions offered at these locations. Of the 91 a grand total of 9 are handicapped accessible according to Carnival website. 4 of the 9 actually overlapped as combination of excursions, so you are really looking at 5 out of 91 that Carnival works with local vendors of excursions to include those quests with physical disabilities.

We ended up booking 2. The Whale watching in Icy Strait point and Saxman Native Village Tour in Ketchikan. We were instructed to get with Shore Excursions upon arriving on the ship.

We were flying in the night before so we took it upon ourselves to arrange transportation to the ship. We did book through carnival the shuttle bus ride back to airport after cruise was over.

We boarded the ship and our first stop was the guest shore excursions. The person we spoke to told us that on our whale watching excursion I would have to walk onto the boat, that my wheelchair was not allowed on the boat, and I would have to climb 3 or 4 steps. I attempted to explain to him that the Carnival website indicated that these excursions were both marked as handicapped wheelchair accessible, and that if I am made to walk on board and climb steps then this was not accessible. He got a bit cocky, spoke to his manager in back, then repeated himself “the excursion is handicapped accessible, my wheelchair was not allowed on boat, I had to walk onto the boat and climb steps”.

I have 10 years as an advocate for individuals with physical disabilities and helped transition Louisiana State departments and buildings to comply with the ADA (Americans with Disabilities Act) beginning in 1990. Before I left his counter, I confirmed we were set up for transportation in Ketchikan. He said he would let them know to have a lift for my wheelchair available.

That night my wife and I went through the excursion guide for the whale trip which went into detail including dimensions of the wheelchair has to meet. Mine did. The following morning, I went back to the excursion desk with the frame of mind that ok, lets try again, maybe they were confused. I received the exact same as the day before, including them confirming with their manager. I decide it was not worth me getting any more upset and left.

We arrived at Icy Strait Point and we went down to our excursion. All of the boats there automatically, for all guests, put a ramp out for everyone to cross. They brought me on first. Wheeled me onto the boat, pushed me up to a 6 inch bulk head where they lifted my feet over and then helped me stand and transition into a seat. Wheelchair remained on board. Crew and captain went above and beyond to guarantee us a good trip. Captain made sure to position all viewing of whales and Orcas on the same side of the boat I was sitting on. As for getting me off the boat, we simply reversed the process.

I took my first opportunity to go back to shore excursion desk to let them know what and how accessible the excursion was, and how confusing they were to me. I spoke to a woman who thanked me and would pass it on to her teammates.

We decided to go down early for our excursion in Ketchikan and check in. It was a good idea that we had because no one had let them know that I needed transportation with a wheelchair lift. Again the excursion people went out of the way to accommodate. They arranged for me to ride on a different bus that was doing a combination excursion, and even had the driver (his name was Paxton) available to us during the entire excursion for anything we might have needed.

We spoke to several other guess that went on other excursions that said we could have easily enjoyed 60% to 80% of some of the other excursions they went on. I was not given that option either because wheelchair lift bus was not available or Carnival did not indicate they had transportation if notified. Only 5 out of 91 excursions offered accessibility to individuals with physical disabilities. I totally understand I am not going mountain climbing, but there were others that we could have enjoyed. I wonder if a hard look is made at the 86 other excursions, how much effort would it really take to make them accessible. Some of the other boat excursions used the exact same style boat as the one we did take. The only difference was no others stated handicapped wheelchair accessible!

I am sending a copy of this letter to the Alaskan Department of Tourism, care of the Governor of Alaska Office because I do not know where the disconnect is. Does Carnival not know what is accessible or is the State of Alaska not offering excursions to individuals with physical disabilities? The only thing that I know as for as my trip to Alaska is that in general its no place I can recommend as a destination for anyone with a disability. How much tourism dollars are being lost for both Carnival and State of Alaska by other individuals like myself who have already heard similar stories?

As for our Carnival on board experience, it was lacking room for wheelchair to get around. I guess the best way to get the view of someone in a wheelchair would be for someone from Carnival to sit in a wheelchair on board, tie up their legs so they can’t use them, and then make their way around the ship during a cruise. To give you an example head to the Pixel Gallery. Both sides of my tires rubbed the post and their board to display pictures for people to view. My wheelchair is a standard sports wheelchair meaning its small and light weight. Several spots on decks you have to go around posts and you are rubbing post and opposite wall at the same time. And please have the person in the wheelchair go to the handicapped accessible pool or hot tub, oh wait Carnival has NONE! I know that anyone can add an automated lift to their swimming pool or hot tub at home for $2500, so why can’t Carnival spend $5,000, a 1 time investment for each ship, to include guests with physical disabilities the same amenities as those without physical disabilities?

We debarked at Icy Strait Point, Ketchikan, and Juneau. All had significantly steep ramps. Only once was there a carnival employee available to assist going up or down ramp. If it would not have been for other guests offering to assist, I could have easily crashed in my chair and or ended up in the water.

On Sunday, we decided it might be a good idea to verify that our bus that would take us from the ship to the airport on Tuesday morning was handicapped accessible. The guest services department told us unless we made special arrangement the bus was not going to be wheelchair accessible! I told them that we had filled out all medical and wheelchair information with Guest Access. They then told me that I would not be able to take bus shuttle to airport. They said they would reach out to someone in the Miami office to assist on Monday the 4th. Monday was a holiday. I didn’t eat all day Monday and my wife was worried I was going to have a heart attack due to the stress I was feeling. Monday afternoon I was contacted that Carnival had arranged for a special van to pick me up Tuesday morning to take me to the airport. We debarked and learned that yes the bus shuttle people had a tour bus they were putting us on, not a special van. Again, given incorrect information.

This was the worst trip I have ever taken. I have never been so stressed out on a trip before

On July 1 my wife and I had booked a cruise with Carnival B9K4Q1 to Bahamas to celebrate our 38th wedding anniversary The dates of the cruise was July 29 through July 31 and we was excited about it but in route The morning of the cruise we receive Several phone calls from our family informing us of the passing of some of our family members that was close to us and it took us a minute after pulling over together I’ll selves to continue the trip to the cruise But I’m upon arriving to the port we attempted to find a parking space in the garage which took us more time than expected Out of finding a self-made spot we proceeded to the gate to enter the ship then found out that we didn’t have all the proper papers needed to b board the ship which was the 48 hour Covid tears and was told we just had missed the on board testing site by 10 minutes and we was unable to board the ship we are not asking for a refund but the credit towards another cruise with carnival at a later date

My family and I booked a cruise for late August all the way back in March of this year. On Carnival's website they state that there were a limited number of vaccine exemptions because of the CDC's requirements, however they never specified the number and they stated they were given out on a first come first serve basis with them beginning to be processed 90 days out. However, when the time came for exemptions to be given we were denied the exemptions and every time we have called to understand why we have been repeatedly lied to and they have been extremely unhelpful. They have told us that they don't actually know or keep track of how many people have been given exemptions, or if any one with an exemption has cancelled. They also say that only 5% of the 70% capacity of the ship can have an exemption, even though the CDC was requiring 10% not 5%, so they violated the CDC program. They have told us that they wish they could have more people on their cruise ships, however their hands were tied by the CDC, however that is a lie as mentioned above. Also now that the CDC has dropped the program they have changed nothing. Carnival is a lying company that should never receive any other money in their lifetime and they should go bankrupt for their numerous lies and inability to provide actual answers to those who contact them.

To: Carnival Quest Care,

On March 5th, 2022 we were scheduled for a back to back cruise on the Carnival Elation. I had copied my sister's itinerary,which was arranged with a Carnival sales representative. This trip was a family

reunion and my sister's husband's first trip. Unfortunately we did not make our first cruise due to the airline's carrier delay. We attempted to fly to Tampa and were unable to make it to the cruise ship in time. We had insurance from Allianz and Ion. We however did not get a full refund for our trip. We were charged charge from Carnival and I had onboard credit that was never

refunded back to me. I have inquired on these charges since March 16th 2022, only to be told wait for the insurance companies to be done or closed the claims. and then file a complaint to Carnival. and then to be told where to write a request and that didn't work, it was rejected. I am not happy that I have to write a public complaint to resolve this matter.

My husband and I have been loyal, long term customers of Carnival since 2009 and are still very upset about our experience and that we were charged a penalty and our on board credit not being refunded.

Upset & loyal customers,

Thank you,

Lori Batchelder

08.01.2022

Hospital d/c mom home to Hospice. Had to cancel due me caring for mother. This matter was out of any one's control. I love and have been on 17 cruises with Carnival and never had a problem. Spoke to Casino rep. and was refunded port taxes and fees back to credit card. Rep was very helpful but stated I must come here to get a refund for my deposits. I am now trying to make plans for a funeral and not lose my deposits. The trip was schedule for Aug 13, 2022, Ship the Dream.

Thanks for your time and cooperation in helping with this matter

I purchased several mid to high end jewelry pieces. I purchased a tennis bracelet for 3500.00 and diamond necklace (eternity circle) and one month later the diamonds are falling out. I called the numbers on the back of the authenticity certificates they give you and non are working numbers. I also purchased a ring which I'm ok with, but I don't want to keep jewelry if it is defective. I went to another jewelry store and found a better tennis bracelet for 1/2 the price and better quality. It's sad that Carnival would promote such cheap jewelry at high end prices. I like the cruise ship, but I will not purchase jewelry from the ship. Pleas beware and do not purchase jewelry form them. Go to your local jewelry store.

We have a cruise booked for Aug. 8, booking no. N59NK9. We were all set to go and my wife fell and broke her foot. So we won't be able to go. I am requesting a credit for a future cruise. To date we have only sailed with Carnival. Carnival's response will dictate our sailing future. Marisa is my wife's name. She just saw the orthopedic doctor today. Thank you

Chris Taylor