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Carnival Cruise Lines Complaints Summary

941 Resolved
335 Unresolved
Our verdict: You can expect a very good level of service from Carnival Cruise Lines. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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11:14 am EDT
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Carnival Cruise Lines Wont honor my rate code

I was trying to change my rate code The first lady I spoke with said she couldn’t help me at all and transferred me to another lady who I had to email 4 different screenshots of the code and my VIFP number and name to, then put me on hold for 45 mins just to come back and tell me the new rate code, I was trying to switch too was a glitch and she couldn’t help me so she transferred me to another person who I also had to email multiple things to and was an the phone for another hour with said the same thing. In the end I got no help and wasted over 2 hours talking and emailing for nothing! I’m just very dissatisfied!

Desired outcome: Honor the rate code I was offered

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Carnival Cruise Lines 5 Day cruise changed to 4 / Comp never received

Dear Carnival

I am writing to you regarding a cruise that I recently returned. Our cruise was scheduled for 5 days and was shortened to 4 days. We were told we would receive a comp for the day but it never happened. Booking # S09GQ6 and T52NG4.

We all are Carnival shareholders and I understand we need to make a profit. However, this was the worst cruise I have ever been on. My concerns are I have 38 people scheduled for a Carnival Breeze Cruise leaving Galveston October 2, 2022.

The cruise ship arrived late and for embarkation we were told to show up sometime between 3 p.m. and 6 p.m. We arrived at 3:10 and we had to wait 3 ½ hours in the hot sun since you didn’t allow any times to be scheduled. Once on board we went to the Kiosk machine and of course it would let you use a credit card to put money on your account. Also the internet never worked the entire cruise. Because your systems had internet issues, I couldn’t book the Cheers package as I always do. I was charged the new May 1st rate instead of the reduced rate of $51. I went to your customer service desk 3 times and waited over 90 minutes each time with no resolution. I was told to go up the bar since they handle the Cheers package. After paying full price for the Cheers package I was charged for drinks I didn’t order.

You list your Carnival Values as, Ensure safe, responsible and secure operations, warmly welcome our guests and team members to our home, making them feel a part of the Carnival family, embrace our diversity and be inclusive, show trust, care and respect for each other, our ships and the environment, anticipate needs, respond rapidly & own issues until they are resolved” As a guest on this ship, I did not feel these values.

I would appreciate us being compensated for all the issue we incurred on this cruise. I am not asking for my money back, credit to book another cruise would greatly be appreciated. I truly believe and trust as a Carnival shareholder we will receive some type of resolution.

Thank you,

Carnival Shareholder #[protected] #[protected]

Desired outcome: Cruise Credit

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Carnival Cruise Lines I'm complaining about my recent trip on the Breeze ship Booking # P17RCO

The first thing our cruise was cut short we were to leave on April 30, 2022 at 4pm and we didn't leave until Sunday at 7:20pm, everyone was instructed to arrive between 3 to 5 pm it was a crazy mad house I can't even begin to describe no one new were to go the employees couldn't even help it was a mob of people. Everyone was getting very frustrated it was hot, humid, tempers were starting to get rise I was getting a little scared. We finally got on the ship the crew members were very pleasant trying there best to help everyone get settled in. My family went to dinner that 6:00 dinning the staff was great, but he food was cold and tasted terrible, I felt well its the first night things will get better, nope just worse. We were instructed we need to down load the app on our cell phones this was new to us, my couldn't down load this right then it took some time, my 2 sisters phone never could down load this app. , the question why do I have to have a certain phone to please Carnival Cruise Line not everyone has a cell phone, no paper menus in the restaurant. And once again the food was terrible the steaks were full of Grissel not a one person at the table was happy with her food. The water that was put on our table tasted like swimming pool water. We left the dining and went to a supposably show that's not entertainment the singing was terrible people were snickering at the people trying to sing. The next morning we found some breakfast to eat well once again we got some fake eggs, fake sausage, steal toast, very little fresh fruit at this point I'm ready to go back home. We tried going to the pools and each one was so over crowed it wasn't safe then for lunch a sandwich was this even real lunch meat I asked to attendant. When we reached Cozumel Mexico I wanted to run from the ship to find a restaurant to get a descent meal. When we returned from the island we got ready for dinner only to be disappointed with food we ordered again only to send it back the food was awful. I have sailed with Carnival serval times in the past this was the worst experience ever I was never so board on a cruise and starved on a cruise before. I could go on and on about the cruise but I will stop I want to forget this night mare.

Desired outcome: I would like to be refund the full amount for myself Cheryl Potter, Kris Jones, and Gail Lucas we took this cruise to make a sister's cruise full of happy memories only to be very disappointed.

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Carnival Cruise Lines Medical injury on mardi gras ship 3/29/22 suite 9415

I was injured going from Lido Deck pool to my seat. Floor was so hot and I was walking quickly and soon as I hit top of stairs I fell and injured my knee which after going to my doctor at home had it x-rayed and looked at. I have water on knee now and still wrapped up. This was on Tuesday and 3/29 and I did nothing rest of the time on ship. I was brought to medical on 3rd deck by wheelchair and they did not want to look at me. They said no doctor was in and I asked for antiseptic to clean wounds and they said no because of covid. I asked that they could give it to me and I will clean and they said no and handed me 3 bandaids and said antiseptic is inside. They handed me sleeve to put on my knee and said they would charge my account $14.98, all while in wheelchair. They wheeled me back to room and I just did very little for next 4 days. I tried getting off at Grand Turk after staying inside at Amber Cove and it hurt to much.

I went to my doctor at home and had xrays and I have a torn meniscus and water on the knee which I never had before.

Just to make sure what I am saying, I felt Carnival was negligent with the blue flooring (see picture) used between the pool and the steps. Everyone in pool was saying that this blue material was So hot they felt the bottom of their feet were 2nd degree burned (as an expression) as they walked from lounge chair to pool. We saw some kids left their shoes by the pool too. I felt Carnival was responsible because I left pool and was walking quickly over blue flooring and when I hit the step flooring I went flying in the air. I landed on steps and my left leg hit those black strips on floor and tore open my foot and knee hit step. I feel at minimum there should have been sign for HOT flooring or use foot ware up and back from pool. This would not make people run and fall.

I feel I should be reimbursed for my cruise because of the above reasoning. Your crew (one by pool and other came down in white Captain type uniform) documented everything at the pool and got my name and room number. Also, I and your crew took pictures of where I fell and like I said is well documented. Stateroom OS Suite 9415 Mardi Gras 3/26/22-4/02/22

Michael Greco

email is [protected]@aol.com

home is [protected]

cell is [protected]

Desired outcome: Reimbursement and expenses for Cruise and pain and suffering. I may have to have surgery in future

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Update by Michael Greco
Jun 02, 2022 11:04 am EDT

I got a message from the complaint board that they have no record of my accident. I told your Cruise people that picked me up and put me in a wheelchair what my room was and they gave me a couple of bandages and also a sleeve that went over my knee to give it support. They charged me $14.98. I saw the charge on my TV when I got to the room. Everyone of your staff who talked to me asked for my Room number. Your people now come back to me and say there is no record of this accident. I asked for a reasonable expense reimbursement because I felt it was carnival's fault that I fell and hurt my knee and foot. Again, you responded there was no record of this happening.

I then proceeded to talk to my attorney and he said Carnival must have a record of it. Carnival must have cameras at the pool area. He said that also you have a record of my falling in the medical department since they gave me a sleeve for my knee. I feel that he is right and if I do not hear from you on my reimbursement of the cruise then we have to take other measures.

thank you,

Michael R Greco

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10:22 am EDT
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Carnival Cruise Lines Refunds

Due to the ongoing Covid mess my husband and I filed forms to receive refunds on 4 cruises. So far we have gotten nothing it’s been over three months now I still am paying a loan associated with one of the cruises I really would like to get my money back. I don’t know who to contact about this I have called in and they just say well you have to wait there’s a long line. I need to get paid it’s a lot of money of mine. Are they going to keep it? Am I ever going to get my refund? I haven’t heard anything from them about it at all.

Desired outcome: My money returned

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wayneg696
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May 13, 2022 11:21 am EDT

same issue

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Carnival Cruise Lines Amenities/Paid Excursions/Exempt Cruisers

I sailed on the Carnival Breeze, it was suppose to be a 5 day cruise, from April 30th to May 5th, Carnival changed it to a 4 day cruise, sailing from May 1, to May 5, 2022. I have not been refunded for the day Carnival took away. I was only refunded the port fees of $17. I purchased a Carnival excursion for $100. The excursion was suppose to last from 9am to 5pm. Carnival said there was a delay and change the time from 9am to 11am. Carnival transported me to the beach the excursion was on, we arrived at Noon and Carnival transported us back to the port at 2:50. I only attended 2 hours and 45 minutes at the excursion. I am unvaccinated and exempt. Carnival said for safety precautions I would have to take a covid test upon entering the ship and back from Mexico, which would be a charge of $150. I was only tested getting on to the ship. I was not tested coming back from Mexico. I would like half of my money back for the covid test being carnival lied and put everyone at risk. I was not testing coming back. I would like half being they did test me getting onto the ship, but not returning. They say they follow CDC guidelines and that is a lie.

Desired outcome: My money back.

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Carnival Cruise Lines Poor customer service/lack of communication

Hi, I booked a cruise with Carnival (as I’ve done several times in the past) for the Carnival Elation - 5-day sailing on 12/21/2020 (F*****). It was to be a family trip for the Christmas season; however, it was cancelled due to the pandemic. When we contacted our vacation planner – Christina Mabaquiao - immediately after the cancellation about refunding the deposit, she urged us to reconsider. She offered us the option to keep our deposit to use for a future cruise booking and also compensation in the amount of $300 of onboard credit for our next sailing. We originally declined but she was insistent and told us that it would be a bonus for future sailings. She gave no timeline for use and said it could be used on any future sailing. After we finally agreed, she told us to contact her when we were ready to book our next cruise. She was also assisting my sister with postponing her cruise (she was booked for the same sailing). My sister also received the compensation offer. However, my sister was able to rebook her cruise for August 2021, but it was cancelled again. She rebooked for December 2021 and was able to use her onboard credit effortlessly, using the same vacation planner to assist with both bookings. Christina also attempted to book us on the same August 2021 cruise (N*****), but we were unable to go due to reduction in work hours, normal pandemic issues and my new pregnancy. However, Christina confirmed that our deposit and onboard cruise credit was still viable when my sister booked her December 2021 cruise as we wanted to keep the promotion despite money being hard.

Finally, after giving birth to my son on April 8, 2022, being fully vaccinated and being financially stable again, my family and I decided to plan a new cruise for the 2022 season. I contacted Carnival via phone on April 25, 2022 in order to get some assistance with making a new reservation for myself and my family. Despite the crazy long hold time, I was able to speak with a representative who was not very helpful. She was unable to get information about the onboard credit and kept me on hold for a total call time of 1 hour and 18 minutes and 45 seconds. The call ended with no resolution and I was disconnected from the call after receiving no response from the representative. I was finally able to retrieve Christina’s cellphone number (she provided it to my family to assist with booking future cruises). She told us that she was no longer with Carnival, but provided us with another representative (Daniel “Dan” Eckler – ext. 82361). We played phone tag with him for a while. I attempted to contact Carnival again while we waited for him to contact us back. I was able to get connected with someone before again being disconnected while being placed on hold for a lengthy time to “retrieve some information”. Dan contacted us back. We told him that my family and I wanted to go on the Carnival Sunshine July 23, 2022 cruise from Charleston. Most of the family had already been booked, but we wanted to book our room with our deposit and to confirm the amount of our onboard credit (my sister confirmed $300 was what she received and we wanted to confirm that). He informed us that the “promotion” had ended in March 2022. I became frustrated because I had received no correspondence letting me know that there was a deadline, especially since Christina had told us it would be available for our future cruise. Dan, though he attempted to be helpful and was polite, appeared to dismiss the concern and just disregarded my comments. I reviewed my email and again confirmed no email was sent via Carnival (despite any past cruise confirmations coming to my email easily and continuing to come to this day). I requested to speak with a supervisor and he agreed. After a very lengthy hold time, Dan returned to the call and reported that the supervisor he spoke with had said nothing could be done. I asked to speak with the supervisor and he mentioned that she would say the same. I was adamant as I simply wanted to get clarification and provide additional details. After some time, I was connected to both Dan and the supervisor. The supervisor was immediately defensive (to my confusion). She continued to talk over me, insult me (by saying that people often forgot about cruise credits) and then dismissed my comments without any empathy or request for additional information. She was impatient and rude, despite her supposedly holding a position of authority in a customer service-heavy business. I attempted to contact Carnival again on May 2, 2022 to complete my booking and to attempt to contact someone in customer service/guest relations. I booked my cruise and asked for the number to Guest Relations. I was told that the number is not given out and instead she would have to connect me. I agreed and thanked her. She told me to hold and then a survey came on (which I completed) and the call was disconnected at completion. I attempted to contact Carnival again shortly after, to a very long hold time, and was connected to a representative and requested the guest relations again. She agreed and again I was put on hold and then disconnected.

I continue to be upset about missing out on the onboard credits promised to me in 2020 at the beginning of such a confusing and chaotic time caused by the pandemic. I understand that communications went out, but I can completely confirm that I, nor my husband, received any type of communication of the sort. I would never miss an opportunity like that and would have initiated plans earlier had a deadline been identified to me. I am requesting some type of contact from Carnival. I and my family are long-time Carnival cruisers and have been adamant about sharing the positives about cruising on Carnival ships. This entire instance has been disheartening. I find the lack of communication, empathy and customer service to be appalling. Especially as all other interactions prior to this have been so genuinely positive. I am hoping to be able be able to get someone to reconsider, so I can utilize my onboard credit to have an amazing time with my family who have, like many others, been affected so deeply by this pandemic and isolation over the past 2 years. Thank you so much in advance to whomever receives this and responds!

The Wilsons

Desired outcome: Reinstatement of onboard credits promised in 2020 for currently booked cruise and recognition of poor customer service and communication.

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Carnival Cruise Lines A penalty fee

Hi my name is Richard Beers. VIFP#[protected]

I had a cruise booked for June 24, 2022 for three days. Booking number was R65RWO. It was just for myself. On Jan.21,2022 I called to change the date and add my wife. So I called and booked a new cruise with the same booking number on Apr. 4, 2022 for May 6, 2022 for 3 days and was told I would owe $376.83. I agreed and assumed they were going to bill my credit card as always.

We had a family emergency and I called to change the date of the May 6, 2022 cruise for later in the future or a credit. The lady I spoke with was Susan Standish

and she told me the cruise was cancelled due to non-payment. She said they tried to reach me for payment but was unsuccessful. I didn't receive any phone messages or text. In fact they were sending me emails regarding the cruise all along, nothing about it being cancelled. She told me to send a email explaining the details so that I can receive the $300.00 penalty they charged me. All we want to do is book another cruise. It wasn't our fault that it wasn't paid.

If you go back and look at all of our cruises you will see that it always goes on our Mastercard on file. We have always paid as promised. Please advise.

Sincerely,

Rick Beers

[protected]

Direct Management

Your Property Management Connection

Desired outcome: Refund or credit for another cruise

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Carnival Cruise Lines Taking my money and not giving me the excursion I've paid for

My wife and I are celebrating our 40th anniversary and decided to take a Carnival Cruise to Alaska on May 10, 2022. We bought a shore excursion for $285.98 and the Value Internet Plan for $81.60 - total $367.58. My payments include $200 on board credit, $119.18 in gift cards, and $48.40 credit card. The payment was made online and received an error after clicking the "submit payment". The error negatively affected me. It drained my gift cards ($119.18), reduced my on-board credit by $81.60, charged my credit card $48.40. I did get a email saying I received my Value Internet plan, but not my excursion! I've spent hours on the phone with Carnival without any resolution. On 4/28, I spent 4.5 hours on the phone with them. They said they would have it resolved on Friday, 4/29. It wasn't. Call them back and spent another 4 hours on the phone. They said they would have it fixed on Monday, 5/2. It wasn't again. I want my shore excursion that I've paid for.

Desired outcome: A confirmation that we have the shore excursion we've paid for.

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Update by KevinF1427
May 04, 2022 9:03 am EDT

I was notified that a comment was added to my complaint, however I don't see it. Still not resolved.

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Carnival Cruise Lines Cruise booking

I made a reservation for August 2020 departing from San Juan, Puerto Rico paying $200 dollars in deposit for me and my husband. Covid hit and everything was canceled. Carnival offered us a credit to use in the future and so we hope to use it in a future cruising. I made a new booking before March 31st 2022 departing from Florida at the Carnival Mardi Grass leaving 06/25/22 #V66LQ9. I had $600 in credit offered by Carnival and $200 more towards a new booking for going to a Marriot Timeshare presentation. It was applied to the booking with no problem. We were happy and were expecting to make final payment to depart from Florida.

The payment was due on march and I never received a reminder for due payment or notice of cancellation from Carnival. I found out because I went online to verify my reservation on the Carnival website and make a payment I couldn't find it. When I called to ask what happened I was told it was canceled that full payment was never received that I had lost all the cruise credits and that they were going to try to re-book it. They had me waiting on the phone for more than 45 minutes and all the sudden the line got disconnected, when I called back it said Carnival offices were closed for the day. They only sent me an email to make final payment the same day. I did not do because I was not explained the new cruise rate. Next day I received a notification by email requesting payment for this booking two times. I guess this time I have to pay more and since no credit were given Carnival remember to send a notification.

I called the day after to follow up and was told they can only give me a new cruise rate with no credits that I lost all of them and that if I wanted more help, I needed to talk to the resolution center. I agreed and said OK transfer me to the resolution center. After and hour on the phone waiting the person talking to me told me that she was reading the notes that she will get back to me, all the sudden all I hear is the that I got disconnected one more time. I did not get to hear from the resolution center nor called me back to ask me if the matter was solved.

I called again on 05/02/22 to try to finally re-book a future cruise making use of my $300 deposit and I was told that they could not do anything with the booking that will have to transfer me to someone else. I explained that I have not solved the issue because every time I have tried to do so someone hung up on me and did not consult me or explained the procedure to get my deposit back or use on a future cruise.

JUST BE AWARE IF YOU BOOK A NEW RESERVATION THEY WILL HAVE SOMEONE TO HELP YOU INMEDIATELY BUT ONCE YOU HAVE MAKE THE RESERVATION AND YOU NEED HELP WITH ANYTHING ELSE THEY WILL HAVE YOU HOLDING IN LINE FOR LONGER PERIODS AND/OR NOT HELP YOU AT ALL.

IF YOU ARE LOOKING TO TALK TO SOMEONE, THEY WILL HAVE YOU WAITING MORE TIME AND DISCONNECT PHONE CALL WITH NO REGRETS LEAVING YOU WITH AN ISSUE NOT SOLVED.

IF YOU HAVE ANY BOOKING WITH CREDITS BETTER MAKE THE FINAL PAYMENT ON TIME DON'T EXPECT ANY FUTURE NOTIFICATIONS THEY SIMPLY WON'T DO IT. BUT IF YOU OWE THEM MONEY WITH NO CREDITS EXPECT NOTIFICATIONS FOR SURE.

I AM NOT PLANNING TO CRUISE WITH CARNIVAL AGAIN. THANK YOU CARNIVAL!

Desired outcome: PLEASE REFUND AND WOULD LIKE AN APOLOGY FOR BAD CUSTOMER SERVICE.

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Update by Mrs. I
May 11, 2022 8:12 pm EDT

I called today 05/11/2022 around 3:45pm in the afternoon and was left waiting in line while customer service representative read the notes on the same previous booking. I quickly explained to read the last notes since I was told to call back, and all the sudden all I hear is please complete this survey with a few questions asking if my problem was solved etc... Same thing they have done before as I commented above. Left me waiting and forced me to end the phone call with a recorded message. Thank you, Carnival, again!

As a Gold VIFP member I am really disappointed with the customer service you are currently providing and how disrespectful you are to your customers. I will definitely cruise in the near future but not with your company. I am looking forward to trying Royal Caribbean or Celebrity as previously suggested from many of my dear friends.

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Carnival Cruise Lines norweigen cruise lines

I booked a cruise on Norweigen and due to misinformation I was not able to make the cruise. I cntacted customer resolutions and the agent who booked the cruise and flight to Barcelona Spain. I called agent named Latoya and left a message 10 days ago and have not heard from her or the resolution people who I also contacted on the same time, I have booked several cruises with your line but unless I get resolution on this issue I will never cruise with any lines owened by you.

Desired outcome: refund

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Carnival Cruise Lines Price Drop and was refused the price drop

I have three cruises coming up and have taken several and plan to take many more. I received an email saying check for reduced rates from Carnival.

So i got on the Carnival Site and saw that the exact same 7 day Cruise to Alaska from Seattle, WA on Spirit on May 2 - May 9, 2023 had dropped to $464. Our rate was $664, so i called Carnival Customer Service 5/1/2022 Called at 4:00 pm spoke with 1st rep. She kept putting us on hold, it was like she was trying to pass the time so 5:00 would get there. Finally like 15 minutes before 5 a lady named Kayla who said she was with Resolutions came on. She did absolutely nothing. I offered to email her the screen shots of of our info and the rate that was on the site for the same exact cruise we were taking, with a time stamp of 5/1/2022 at 4:27 pm. I saw it at earlier but I figured I better screen shot it. Thankfully I did. So, after they kept us on hold forever and came back on surprisingly, the prices changed before 5:00 according to the lady. She said if I can’t see it, I can’t change it. The lady we were talking to said she couldn’t see it either which is weird, how was I able to see it and screen shot it if it was not there at 4:27 pm on 5/1/2022? Then I called today 5/2/2022 9:38 am so far been on the phone for an hour and 25 minutes and I have gotten the same run around. Carnival knows this price yesterday was $464. They are sending me to Resolutions again. Which again was no help. All of my proof is below. I did not make this up. Prices were supposed to be good through yesterday 5/1/2022 and Carnival did not close until 5:00. I was on the phone with them from 4:00-5:00 and I snapped the screenshot at 4:27pm on 5/1/2022 and today 5/2/2022 from 9:38 am to 11:34 am with no help. If you need any further information, please contact me. [protected] or paula.[protected]@newmarket.com.

V68ML5, Room 6177 Victoria Clay & Vera Ellison and V68ML6,Room 6179 Paula Daniel & Victoria Simmons. I am very discouraged at this. All the cruises I have taken and all that I plan to take, if this is not fixed I will have to look into other options. I would greatly appreciate your help. I have always loved the Carnival Cruises and this is the first issue I have every had and I do not want this to ruin how I feel about your company. I understand you don't take screen shots but this is truly a picture from yesterday and it is date stamped as yesterday. But I am not lying. Your resolution team found it today and still refused to give it to me. Sincerely, Paula Daniel

Desired outcome: Receive the $200 credit for each of us (All 4)

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Update by Paula Daniel
May 02, 2022 11:44 am EDT

This is what was on the carnival site yester at 4:27pm 5/1/2022

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Carnival Cruise Lines Refund

We were booked on carnival horizon for april 16 2022. Flights were all cancelled therefore could not get to cruise line called and was rebooked on same cruise same booking no ect for june 25 2022 refunded were the excurisons booked for the orginial cruise for 409,94 also refunded was the happy birthday stateroom decor which I ordered and pay for 53.70 what was not refunded were the transfers for total of 71.96 [35.98 and 34.98] I called many times with no results because most of the calls were disconnected. Not very good customer service this will be our 6 th cruise on carnival and if no refund or results this will be our final one on your cruise ships please check into this and email me with results and confirmation of refund in credit card booked for the cruise booking no is m65hp5 same no for orginial cruise departing april 16 2022 names arthur and paula massa my email is [protected]@sbc global.net thank you

Desired outcome: i would like the refund owed

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Carnival Cruise Lines missed days on cruise

I recently travelled on Carnival Pride Panama Canal April 2-10.

Unfortunately our plane was grounded in At;anta.

Was traveling with a tour group of 76 people "Go With Joe"

We didn't board the ship until it's first port of call, Limon Costa Rica on April 5 at 6:30 pm( after much uncertainty, effort, sleep deprivation sleeping in Orlando airport, numerous bus trips [ 1 traveling through the night] )

I am requesting compensation for the #+ days we missed on this cruise.

Would like a free cruise in 2024

Thank you for your consideration in this matter

Sincerely

Katherine Skebeck

VIPF # [protected]

Booking # T21KK5

Desired outcome: Free cruise 2024

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Carnival Cruise Lines Missing dreams studio order

I won't normally go this route, but I'm at my wit's end, and hope to get a sufficient response to my issue regarding my missing Dreams Studio order.

Below is our booking information:

Booking #: M37GP4

Guests: Matthew & Andrea Schuch

Ship: Carnival Panorama

Sailing Dates: November 27, 2021 - December 4, 2021 (7 days)

Cabin #: 6294

We ordered 3 metal prints during this cruise worth $600, but have yet to receive them (nearly 5 months now). We have contacted Carnival and Carnival's contact info for the Dreams Studio but have not gotten any response to our missing order. In fact, we have only gotten 1 email response from Carnival ([protected]@carnival.com) asking us to contact the Dreams Studio, which we have done now 3 times over the past 3 months with no reply. Not what I would call "good" customer service.

My wife and I have been on numerous Carnival cruises and have enjoyed all our experiences, except for this one. At this point, I cannot recommend using this service, no matter how nice the pictures are.

Desired outcome: I would appreciate a timely response at this point as to where my order is. If my order has been lost, I would like a full refund. A credit to apply as payment for one of two future cruises with balances would be acceptable, as well.

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Update by Matthew Schuch
May 13, 2022 1:39 pm EDT

Hello.

I'm just writing to report that we have received our metal plates. Thank you for helping to resolve this issue!

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Carnival was able to get our missing pictures sent to us, which we have now received. We had previously received no response to our request when contacting Carnival's customer service (both through their phone number and email address).

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Carnival Cruise Lines Mandatory covid embarkation testing fee for unvaccinated guests

We are booked on Carnival Radiance departing May 16,2022 Booking numbers T47GX5, T47GT3. We are a party of 9 including 2 people with an approved vaccination exemption. After reading the test protocol for unvaccinated guests on Carnival's website, I decided to ask for clarification. The only reason why I took so much time to find the accurate answer is because the two young adults would have been detained when disembarking for not being able to pay their bill. I spoke with three people, including two supervisors and got conflicting answers. Unvaccinated guest must take a covid test at embarkation. The confusion is that $150 will be charged to the sign and sail card. The paragraph is misleading in two ways. It states for cruises longer than four days and for back-to-back cruises. The paragraph is so misleading that three Carnival Representatives said there is no charge for the 4 day cruise. Only longer than 4 days and back-to-back. I continued to ask for higher supervisors and is only when I was told that was incorrect. After almost 3 hours on the phone, I was told that there is absolutely a $150 charge, and I am past the no penalty cancellation. It’s unfortunate that I had to go so far above and beyond to find the honest answer to my question. All three representatives that told me otherwise, read the paragraph with me while on the phone. This is only a four day cruise, so the $150 is almost as much as the cruise. When I asked them to look back in the notes, I was told that there were only a few conversations documented. Now seems suspicious that there is no documentation of the conversations saying there is no charge. The final representative with the Executive Resolution Team agreed that it is very misleading. If the website is so misleading to Carnival representatives, how are the customers supposed to know? So why are the passengers penalized for the false information given by Carnival representatives and misleading information on their website? Very disappointing Carnival!

Desired outcome: Waive the $150 fee or at least provide equal OBC.

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Carnival Cruise Lines Carnival magic excursion st maarten french cooking class

on carnival magic cruise from 3/12/2022-3/20/22. went on excursion on 3/15/2022 french cooking class in St Maarten was unable to eat the food we prepared because of unsanitary conditions. i am requesting a complete refund of 129.99

Desired outcome: refund cost of excursion of 129.99

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Update by Eileen Stout
May 05, 2022 11:10 am EDT

I keep getting email saying they are checking on my complaint why is it not resolved yet

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Carnival Cruise Lines Free upgrade/no free upgrade

About 6 weeks ago I received an email from Carnival offering me an upgrade from the 3rd deck state room (with a window) to an 8th deck balcony room for

$256. I took them up on the offer. We are part of a group that consists of 12 people, so we have 5 rooms in total (all together on the 3rd deck) About 2 weeks ago, the rest of our party received free upgrades to the 8th deck balcony rooms. I called to find out why I had to pay for the same upgrade that was given for free to the rest of our group. I was inquiring about a refund of the $256 I paid for my upgrade. I spoke to 3 different people at Carnival regarding this, and got different answers from each one. It was all speculation from them as to why this occurred. Bottom line, I was told that the offer wasn't available for me because I had already upgraded, and I was just out of luck (disclaimer: I was never told literally that I was "out of luck", but the message was very clear). I wasn't even offered anything as a goodwill gesture, like a free meal at a specialty restaurant, or a soda drink package...nothing at all. At least that would have been nice, and could have left me feeling like they cared about me. This is my first time cruising with Carnival, and this is leaving a bad taste in my mouth. I guess I'll just stick with Holland America where I've cruised numerous times and each trip was exceptional.

Desired outcome: I would like a refund of the $256 that I paid for the upgrade that the rest of our traveling party received for free.

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Carnival Cruise Lines Cancelled cruise reference cd4tgl on aurora due to sail 9/6/2022 d. [protected]@btinternet.com

We were advised that the above cruise that we had booked in February (8th) had been cancelled on 29/3/22 due to the Aurora needing to go to dry dock for repair work. Naturally we were extremely disappointed as we had been very much looking forward to this particular cruise for over 2 years.

We were also shocked to learn of this cancellation since it was only on 27/3/22 that we received an email update stating that the Aurora was completing the fleet and sailing to Spain, only 2 days beforehand!

I understand that the Aurora has already been in dry dock in January of this year for her routine overhaul but that work had not been completed due to an outbreak of Covid amongst the staff at that dock. If this is the case then surely P & 0 would have known then that further work needed to be carried out on the ship prior to any further sailings and, more importantly, prior to taking full payments from customers for hypothetical cruises which were never going to take place in June?

To add insult to injury we are still awaiting a refund of the cost of this cruise

nearly 2 weeks later!

We have been lucky enough to book onto a similar cruise on 20/5/22 on the Arcadia, also going to the Norwegian Fjords.

However we were dismayed to discover that due to tidal pricing we have to pay nearly £300 extra for the same duration of cruise even taking into account the paltry 5% compensation payment that P & O have been willing to pay. We booked the original cruise on the Aurora well in advance and it is through no fault of our own that we have had to re-book at much shorter notice therefore incurring "tidal prices".

Are P & 0/Carnival trying to claw back some of the income lost during the pandemic?

Therefore we feel that as a gesture of goodwill P & 0/Carnival should meet the extra costs of transferring to a different cruise. We genuinely feel that we have been treated very poorly by P & 0 hence the reason for communicating our displeasure direct to yourselves.

English P & 0 customers are being handled akin to second class citizens whereas we understand that the Customer Service in America is far superior to that which we have experienced so far.

Desired outcome: Immediate refund for original cruiseCompensation package covering extra costs incurred in re-booking and for anxiety and inconvenience caused, together with the time spent on re-booking excursions

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Carnival Cruise Lines Deposit for cruise

My husbands family and I were booked on a cruise to leave May of 2022 it had to be paid in full by February, in December the cruises weren't docking at some ports for safety of covid, which we completely understood I lost my husband to covid and we wanted everyone to feel and be safe, we all said it doesn't seem safe at this time so I canceled mine a couple weeks before some of the family and the others waited and their deposit was held for them but because I canceled a little before them I lost mine, We have since rebooked for May 2023 and I would like my deposit used for this cruise.

Desired outcome: My deposit used for the cruise we booked May 2023

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Carnival Cruise Lines Customer Reviews Overview

Carnival Cruise Lines is a popular cruise company that offers a wide range of cruise options to travelers. The company has received numerous positive reviews from customers who have enjoyed their cruise experiences. One of the most commonly praised aspects of Carnival Cruise Lines is the quality of their onboard entertainment. Many customers have raved about the variety of shows, activities, and events available on their cruises. Additionally, the company's dining options have also received high marks from customers, with many praising the quality and variety of food available. Another positive aspect of Carnival Cruise Lines is the affordability of their cruises. Many customers have noted that the company offers great value for the price, making it an excellent choice for budget-conscious travelers. Overall, Carnival Cruise Lines is a highly recommended cruise company that offers a fun and affordable vacation experience for travelers of all ages.

Carnival Cruise Lines In-depth Review

Overview: Carnival Cruise Lines is a renowned cruise company with a rich history in the industry. Founded in 1972, it has grown to become one of the largest cruise lines in the world. The company's mission is to provide exceptional vacation experiences at an affordable price, while upholding their core values of fun, quality, and safety.

Destinations: Carnival Cruise Lines offers a wide range of destinations to suit every traveler's preferences. From the Caribbean to Europe, Alaska to Mexico, there is a destination for everyone. Popular ports of call include Cozumel, Nassau, and Grand Cayman, among others. With various itineraries and cruise lengths available, passengers have the flexibility to choose the perfect vacation for their needs.

Fleet: Carnival Cruise Lines boasts a diverse fleet of ships, each offering unique amenities and experiences. From the iconic Carnival Fantasy to the luxurious Carnival Vista, there is a ship to cater to every taste. Onboard, passengers can enjoy amenities such as water parks, spas, casinos, and Broadway-style shows. The ships are well-maintained and cleanliness is a top priority.

Onboard Experience: Carnival Cruise Lines provides a comfortable and enjoyable onboard experience. Accommodation options range from cozy interior cabins to spacious suites, ensuring that every passenger finds their ideal retreat. Dining options are plentiful, with a variety of restaurants and cuisines to choose from. The quality of food is generally excellent, with a wide range of options to suit all tastes. Entertainment and activities onboard are diverse and cater to all age groups, ensuring that there is never a dull moment. The overall atmosphere and ambiance are lively and fun, creating a vibrant and enjoyable vacation experience.

Service: The staff onboard Carnival Cruise Lines ships are known for their friendliness and professionalism. From the moment of check-in to disembarkation, the staff ensures a smooth and efficient process. They are responsive to customer inquiries and concerns, going above and beyond to provide exceptional customer service. Overall, the level of service is commendable and contributes to a positive cruise experience.

Value for Money: Carnival Cruise Lines offers competitive pricing and excellent value for money. The cruise packages include a wide range of amenities and services, ensuring that passengers get the most out of their vacation. When compared to competitors, Carnival Cruise Lines consistently provides a high level of value for the price paid.

Safety and Security: Carnival Cruise Lines prioritizes the safety and security of its passengers. The ships are equipped with comprehensive safety measures and protocols to ensure a secure environment. The crew is well-trained in emergency preparedness and response, providing passengers with peace of mind. The overall cleanliness and hygiene standards are maintained at a high level, contributing to a safe and healthy onboard experience.

Customer Reviews: Customer reviews of Carnival Cruise Lines are generally positive, with many passengers praising the exceptional service and enjoyable experiences. Common themes in the feedback include the friendly staff, delicious food, and exciting onboard activities. Overall, customer satisfaction is high, reflecting the company's commitment to providing memorable vacations.

Sustainability: Carnival Cruise Lines is dedicated to environmental initiatives and reducing its carbon footprint. The company actively engages in waste management practices and partners with local communities and conservation organizations to promote sustainability. Efforts are made to minimize the impact on the environment and preserve the destinations visited.

Conclusion: Carnival Cruise Lines offers an exceptional vacation experience with a wide range of destinations, comfortable accommodations, delicious dining options, and exciting onboard activities. The friendly staff and high level of customer service contribute to a memorable cruise experience. It is recommended for families, couples, and individuals looking for a fun and affordable vacation. While there is always room for improvement, Carnival Cruise Lines consistently delivers a great value for money and ensures a safe and enjoyable journey.

How to file a complaint about Carnival Cruise Lines?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the required information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you encountered with Carnival Cruise Lines. Make it clear and specific to the problem, such as "Unresolved Billing Issue on Carnival Cruise" or "Poor Customer Service on Carnival Vista."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Include key areas such as:

  • The specific cruise ship and date of your voyage.
  • Any issues with booking, boarding, accommodations, staff behavior, amenities, or excursions.
  • Describe the nature of the problem, including any discomfort or inconvenience caused.
  • Detail any transactions related to your complaint, including booking numbers, dates, and amounts paid.
  • Explain the steps you took to resolve the issue with Carnival Cruise Lines and their response or lack thereof.
  • Discuss the personal impact, such as stress, financial loss, or ruined vacation plans.

5. Attaching supporting documents: Attach any relevant documents such as receipts, emails, or photos that support your complaint. Do not include sensitive personal information like social security numbers or credit card details.

6. Filing optional fields: Use the 'Claimed Loss' field to state any financial losses you incurred as a result of the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Carnival Cruise Lines, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that your description is coherent and all relevant details have been included to support your case.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint against Carnival Cruise Lines on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with Carnival Cruise Lines.

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