Carnival Cruise Lines
reviews and complaints

Kimberly Burns

Cruise date: 3/17/2022

Booking: T06DB3

Pin# 1216

and

Helen Carbone

Cruise date: 3/17/2022

Booking date: 3/17/2022

Pin# 1216

My mother had the picture ID documents but at the time, didn’t have our Birth Certificates with us, so we were not let on the Cruise ship and had to go back home. It was very upsetting for us, the grandkids and the whole family had to go without us. We had 13 family members going that day on 3/17/2022, Though we are both still very interested in going on a cruise with Carnival. My daughter and the whole family often cruise with Carnival regularly, they all had their correct documents that day, as this would have been my mother and my first time ever. My daughter said that since we were not able to go on this cruise that she and the whole family would definitely be willing to go on another Cruise at a later date with my mother and I.

I’m attaching some of the documents that we have from that day,

Thank You very much for your time on this matter.

Would appreciate a response

Kimberly Burns & Helen Carbone

Due to a travel advisory issued for Saturday, March 12, 2022, our flight from Cleveland, Ohio to Ft Lauderdale FL was cancelled. This caused us to miss the ship departing from the Miami port.

We have attempted to rebook for an April 3rd cruise departing from Miami through Cruises Only, but was told that full payment would be required by Carnival. At this point, we were not able to pay in full due to holds placed on our credit card by Carnival and other sources from the cancellation. We are now able to pay in full.

Joylyn Mortimer from Cruises Only submitted a reservation for the April 3rd cruise, which included our VIP discount and $200 onboard credit.

We are requesting that Carnival honor the reservation at the price submitted, along with the VIP discount and $200 onboard credit.

Other losses incurred are the expenses paid to Carnival for shuttle transportation to and from the port.

We are repeat customers and shareholders of Carnival stock.

Today my family was denied at the boarding of Carnival cruise because of Covid 19 vaccination date issue of my 2 daughters. 3 adults are OK for all documents but there was issue on my 2 daughter's vaccination date. They have fully vaccinated but last dosage date was March 11. As they said, 14 days need after last dosage for valid. This was main issue to deny our travel. In actually, CDC and carnival do not require children's vaccination as mandatory, but they didn't approve my family even they have fully vaccinated and Negative test results. We paid so much money cruise fee for 2 staterooms plus many shore excursions. Unfortunately, all my family's trip and money had gone.

I am so sad. Poor my crying daughters. They wanted to travel during their spring break.

We are scheduled to cruise on the Liberty for March 18,2022. When our family started the process of putting our information. Our daughter that was in another room started entering her health information, seeing that she is not fully vaccinated it wouldn't allow her to continue. So once I started calling to get her on. I got the total run around from different information. I feel that before you are able to book a cruise and pay for it. That should be done at the beginning. Maybe then people wouldn't get the surprise that one they are to be 100 percent vaccinated and insurance is required. Plus driving over to the port and finding out that you aren't able to get on the boat.

I booked a cruise with air through Carnival back in December. When I logged on to my online planner, I chose a King bed which I guess kicked me out of my room into another one, so I was no longer in a room beside my children. When I called customer service and the lady cancelled my reservation without my permission instead of just putting me back in my original room. My sales agent called me back and said he fixed everything so not to worry and that my flights were still intact, however I noticed that I now have a layover rather than a direct flight to LA. I called 1.800.321.6666 twice and waited over an hour before being transferred and hung up on. So, I emailed my sales agent again and hopefully he will help, but I don't appreciate being lied to and hung up on.

Note: My son has autism and transitions are difficult, this situation will cause our family undue stress at a time that should be pleasant.

I have been on 29 cruises with Carnival. I have another cruise next week for my birthday. I have been loyal to Carnival because they have been loyal to me, but that changed three years ago. My casino offers completely stopped. I have asked why they have stopped many times. Numerous emails with either no response or saying that my level of play doesn't qualify me for an offer. When I explain my level of play, the response is that it's not about level of play, but it's making sure that offers are spread around. Doesn't make sense. I have emailed the guest carnival email and the global casino. I would just like to know why the offers have stopped. RCL is connected to MGM and I get free cruises offers quarterly, but I am trying to stay loyal to Carnival. Again 29 cruises. I don't want to sound narcistic, but I use to be treated like a VIP. I would get on the ship first because of being platinum and the casino welcoming me with money and free drinks. They would know who I was when I would walk into the casino. That doesn't happen anymore. I have to play for an hour or so before the free drinks to start and for them to realize my level of play.

To whom it my concern my name is Mary Montague me and my daughter Vonkeisha Montague was suppose to go on a cruise on [protected] but she in up having chest pain and they kept here in the Hospital for 3 days so when they released her it was to late to go so i have been trying to reach someone for at lease 3 to 4 days to try to talk to someone to tell me what to do about canceling the trip at another time .The hosiptal is suppose to put a heart monitor for her to wear for 3-4 months i feel so bad because it was her birthday which was on the 13th of March so i am gping to have to do something at a later date can you believe that she is only 33 but thank God she is still here.Carnival Cruise number is T41CH4 my pin is 1212 and we also had plane reservations through Carnival Cruise which was on America Airlines reservation number is JDMKNMon 03-11-2020 Booking number T41CH4 Statero om:2344 ship & sail date: Carnival Conquest-March 11,2022.My name is Mary Montague 01-31-1955 Daughter name is Vonkeisha Montague 03-13-1989 my email is [protected]@Aol.com 3722 W. Douglas Blvd Chicago il.60623 Thanks and have a blessed date.

03/14/22 @ 2pm to 9:08pm

Hello i'm a travel agent and platinum member and I have been sailing with carnival for years. I have other members of my family that just starting sailing and for them to be upgraded to a balcony and i'm not I have a problem with that I was told that they can't accommodate me and my husband. I have all my cabins that were booked were interiors and they are balcony now. I never sail on the ship on any other floor except the 2nd floor due to me having invertigo and nose bleeds when i'm to high up. I would like to talk to someone about this issue. also the customers services reps needs to go back for training because they are not friendly they act like they don't want to be at work also they transfer you with out telling you and when the next person gets on the phone they ask how can I help you. I would love to have a call back on this matter. I really would hate to take my business somewhere else. my number is [protected].

Thank You

Penny Hall

Booked CCL Freedom May 2021. Cancelled Nov. 2021.

Waited for refund of $702.00 which was done on CCL gift cards.

Questioned whether gift card dept. was in-house or third party vendor and was told yes 3 times dept. in-house.

Just rcv'd an email today with an "E" gift card. NO CARD NUMBER NOTED.

Email has a yellow highlighted "CAUTION" note that the email originated from an outside organization. Definitely not an in-house dept.

Replied not comfortable with this form of refund. Requested hard copy gift card(s). I use a public library for internet and do not want to let the "E" card sit in my inbox.

Canceled my cruise, and was told my refund of $800 went back on my credit card. However, I did not use a credit card, I used cash to buy GIFT CARDS! Agent said that credit will go back to those cards, WHICH I NO LONGER HAVE! She also informed me that I would receive a credit in the mail within a month, and it has been over a month, and NOTHING! I have the hardest time trying to contact a corporate headquarters, and keep waiting on hold with their 800 number for BOOKING! I do not want to book! I want my money back, and this issue resolved!

We were so excited to be able to start cruising again for our anniversary. Unfortunately we found out that Carnival had practically given away last minute cruise deals to fill up the ship which was understaffed. Needless to say the service was horrible and the staff was very unfriendly. We had bought the drink service package and the lines at the bars were extremely long and to find a waiter was slim to none, which made the money we paid for our drink package a waste. Food service had very long lines and they limited portions of certain things like potatoes. They had limited shows and the talent was very lacking. You would have thought this was the first cruise coming out of the pandemic. I have never heard so many complaints from customers, that said they would never cruise Carnival again. Carnival took shortcuts, oversold and understaffed this cruise and in turn will cost them future business with many like us!

We have been cruising for more than 30 years now. All with Carnival. Up until the pandemic, we have never purchased vacation protection insurance.

Not knowing if we would get sick while on board and based on horror stories of those that did get sick, who covers medical expenses, alternative costs of travel, etc., we decided to purchase this type of insurance for a May, 2022 cruise from Carnival.

Again, insurance to cover the cost associated with ‘if we get Covid’ while sailing.

BASED ON MY EXPERIENCE, CARNIVAL WILL NOT REFUND THE COST OF THE INSURANCE IF YOU CANCEL THE CRUISE.

On March 1, 2022, we posted the following complaint on this same website:

We have been cruising with Carnival since the early 90’s and are both Diamond status. In late 2021, we followed CDC advice and cancelled both Carnival cruises in 2022 (a May, 2022 cruise and an Alaska cruise in August, 2022) due to a rise in Covid cases on cruise ships.

For our May, 2022 cruise (booked April 24, 2021; booking number M54DW8), we added vacation protection on November 11, 2021 to our reservation. Then, based on CDC advice, we cancelled the cruise in late December. Carnival acknowledged this cancellation on December 29, 2021.

When we cancelled, the Carnival system implied we would receive this paid vacation protection as a refund in the amount of $238.

It is now two months later and we have no refund.

I cannot reach anyone by phone, as I am on hold for hours on end. The telephone system also states to hang up due to the volume of calls and call again some other time. I have called their general number for support, the Diamond Desk, etc. – all with the same result. No person to talk to.

My emails to Carnival Customer Care ([protected]@carnival.com) go unanswered, as all I get is a canned, generic response.

Does anyone know who we can contact for our refund?

Can I email anyone at Carnival who will respond to my direct issue?

Any help will be greatly appreciated.

Thanks,

Jim Marshall

[protected]@gmail.com

Carnival Cruise Lines response

Mar 01, 2022

Hello Jim,

Thank you for the opportunity to respond.

Our records indicate that a claim has not been filed with Aon Affinity for your canceled booking with the Carnival Vacation Protection plan. The Program Administrator can be contacted 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am–10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET) by calling [protected] or [protected].

We value your Diamond VIFP loyalty and continued support and look forward to welcoming you and Ellen onboard again soon.

Kind Regards,

Carnival Cruise Line

I then contacted this company as suggested by Carnival, even though I purchased the vacation protection from Carnival similar to purchasing an excursion and got the following response from Aon Affinity on March 2, 2022:

Aon Affinity

Wed, Mar 2, 5:28 AM (7 days ago)

to me

Hello,

Your request for future cruise credit has been successfully submitted. Within the next 2-4 weeks you will be issued your cruise credits which may be used towards future travel plans with your cruise line. Please contact your cruise line directly with any questions regarding your future travel credits, or to rebook your next excursion.

Thanks,

Aon Affinity

On Mar 8, 2022, at 10:59 AM, Carnival Cruise Line wrote:

Dear James Marshall,

We’re sorry to learn that you and Mrs. Marshall are unable to sail aboard the Carnival Dream. We know you were looking forward to your cruise and we empathize with your disappointment over having to miss your vacation plans.

Aon Affinity has informed us that you qualify for a 75% Future Cruise Credit (FCC) towards your next Carnival cruise in the amount of $75.00 USD. This credit must be redeemed to book a cruise by March 8, 2023.

I then called Carnival and after some time on hold, I was able to talk to someone who told me the following:

A Vacation protection insurance purchase is not refundable

You, (me, in this case) decided to apply to the insurance carrier, Aon Affinity for a refund

My advice to others, based on this experience is if you think you need to buy insurance from Carnival, should you decide that you need this type of insurance to cover costs associated with getting ill while on board and then cancel the trip or cruise, YOU WILL NOT GET THE MONEY BACK FROM CARNIVAL THAT YOU SPENT BUYING THE INSURANCE POLICY FROM CARNIVAL

More than 30 years sailing ONLY with Carnival, buying a policy from Carnival and then following CDC advice and cancelling the FUTUE CRUISE (it has not sailed yet, we are not ill, we followed CDC advice), Carnival stiffed us for most of the Vacation Protection cost - $238 purchase; $75 dollar credit.

BUYER BEWARE!

Correct booking references: M48BX7/ M48CD2 were refunded on 01.26.2022 via digital replacement Carnival Gift Cards . I did find them in my junk email. I was told they would be mailed to my home address. Regardless I do have them and will be booking a future cruise, What I do not have is my refund to my American express card.

M48BX7 in the amount of $607.22 and M48CD2 in the amount of $261.48.

I have contacted American Express and they have confirmed that it has not been sent. Could you research and please send my refund. I intend that money to cover the airfare and cannot book the cruise until I get the refund.

February 27, 2022

To: Carnival Cruise Lines

CC: Federal Maritime Commission

Regarding: Future Cruise Credit

Dear Carnival Cruise Lines Staff,

I’m writing in an effort to resolve a situation involving Carnival Cruise Lines. I’ve attempted to resolve the situation with Carnival Cruise Lines directly on multiple occasions. I’ve been on the phone with numerous staff members to include the Executive Resolutions Team on 2/26/22. The company has notes in the system stating that I have future cruise credit and yesterday added notes that my future cruise credit is null and void. At this time, I’m asking that I receive my future cruise credit in a refund for $2368. In addition to that, I’m asking for a future cruise credit that I can use or transfer to someone else. I’ve lost money in airfare attempting to get to the sailing location.

I had first sailed Carnival Cruise Lines in 1998 and had a great experience. There was no question when it came to sailing again that I would cruise with Carnival. In 2019, I scheduled another cruise. They asked for my name and I told them Beatriz X. They asked if I had traveled with them before. After asking more questions, they said they found my account under my former name, Beatriz X. They helped with my booking. I assumed my VIFP name had been changed to reflect my correct name. Please allow me to explain what has happened:

Sail Date 2019 #8CTX03: This sailing was cancelled due to an incident with the ship speed. I was told I would have $2368 in Future Cruise Credit. I applied my FCC to the following booking #9DML65. This booking is now archived and everyone I’ve spoken to has told me they are not able to look at the details of this sailing. I received incident related FCC for this sailing.

Sail Date 7/6/2020 #9DML65: This sailing was cancelled due to COVID. This time, I attempted to call the cruise lines and there was no answer. I called almost on a daily basis and was not able to reach a human. Since I only had 60 days to receive my money, I called my credit company for assistance. I was credited back the $621.04. When I was finally able to reach someone I explained that I would like to sail again on Carnival and was told I would just need to use a different credit card when booking my travel. I applied my FCC from #8CTX03 to the booking for #N70MV6.

Sail Date 7/3/2021 #N70MV6: I received an email two days before I was to sail informing me that since I had not met my pre-booking requirement I would be unable to sail. I had completed my pre-booking COVID questionnaire before the deadline. I did not understand because I even received an email from Carnival with details about my sailing after I completed the questionnaire.

When I called Carnival Cruise Lines, they said that since my current name Beatriz X on the COVID questionnaire did not match with the VIFP name of Beatriz X that meant I did not complete my pre-booking requirements. I explained that the questionnaire had been completed and they said it was too late, my room was taken and there would be no room for me to sail. This cancellation was due to Carnival Cruise Lines negligence. I provided my name since I first called to book my sailing in 2019. I lost all my airfare money and did not even receive an apology. My VIFP was updated on 2/25/22 to reflect my correct name, Beatriz X.

2022 #T96BZ5: I decided to give Carnival Cruise Lines another opportunity. I called on 2/25/22 to attempt to book a sailing and use my FCC. I was able to plan a vacation to Alaska for June of 2022. However, during a phone call with Elizabeth, I was told that my future cruise credit was null and void due to a dispute on 4/7/20 and that I had a balance of $621.04. Keep in mind that I had booked a sailing with Carnival Cruise Lines to sail on 7/3/21 after the dispute. How can I have a balance if I have never even been able to sail? I called again on 2/26/22, this time to Executive Resolutions and spoke to Becky, who stated that my FCC was null and void and there was nothing else that could be done. Both times I was on the phone for two hours and the answer was the same my FCC is null and void.

There are notes in my file that state that in order to get my FCC, I must book by March 31, 2022 and sail before 2023. All four times I’ve attempted to sail, I haven’t been able to. I feel that this is an attempt to discourage me from sailing and not provide me with the FCCs that I’m due. I'm limited in the time that I can sail due to my work. The only time I would be able to sail would be this summer of 2022. I’ve tried in good faith to resolve my problem unsuccessfully.

I have been traveling with Carnival for approximately 5 trips. Back on 2/12/2020, I paid 692.23 to go on a 7day cruise with two other ladies (same room) that I have been traveling with on all my previous trips. Of course, COVID struck in March and our cruise was cancelled and we were convinced to get a ship credit and keep our cruise and rebook the next year. Nobody planned COVID... not me, not Carnival. Well, then on 1/26/21, I paid another 300.10 to rebook the same cruise and of course that was cancelled because of COVID for that next year. So now we finally were going the end of this month; however, as I was completing my on boarding (pre-cruise forms), it said I couldn't go because I do not have a vaccination as I refuse due to a religious exemption. So, Carnival won't let me go but they won't give me my money back... they did return my 300.10 back but not the original cost of 692.23.

I was informed today by our cruise agent to get it from the two ladies I normally travelled with. Makes no sense as we always paid per person and not per room.

I went on a cruise on 2/2/22 - 2/7/22. Upon departing the ship, I asked for an itemized print-out from Customer Service of all expenses incurred. The print-out was the exact amount I anticipated. However, when my credit card statement arrived, I noticed an additional charge of $59.96 posted (2) days before I even boarded the ship. I called several times to speak to someone about this matter, but each person shifted the blame on another department. To this day, the matter remains unresolved. Further, the hold time for assistance is greater than 1 hour.

Have sent information regarding booking m488x7 and m48c02. If you would look these were made on Jan 8 2022. You have researched the previous 2 times it was rescheduled. I got the CEO letter right after this booking and requested my refund after holding for hours I was told I would get part sent to my American Express card and a Gift card mailed to my home address. Please understand my frustration that the previous response you gave me was for a past booking. Would you please take the time to look at the entire track of these cancelations and reschedules and you will see that I am telling you correct information. I do not believe you have any intention of refunding my money.

Good morning,

We are sailing 3/13 Booking # T52BG2. After receiving your email on 2/28/22 regarding the change in our itinerary. I called regarding our concerns. We decided to cruise with Carnival again to celebrate the last 3 years of our wedding anniversary's. Our hearts were set on visiting Jamaica and Mexico. With that said all 3 of our destinations have changed to destinations that we didn't pay for. Our airfare was over $1000 not counting other transportation costs. When I called 3/1/22 I spoke to a lady regarding my concerns. I asked if we could have a cabin upgrade due to a trip that we didn't pay for. We could have cruised out of NY in the next month or so if we wanted to cruise to the Bahamas without paying for airfare. I was told that we should be able to have a cabin upgrade due to everything. I was also told I have to speak to someone in the resolution department and that they can help me. When I finally reached the resolution department the lady was not very pleasant. I mentioned that the lady I spoke to before her put our conversation in the notes and to please read what she said. I was ignored and told before I could finish talking NO I can't upgrade your cabin. I was told multiple times there isn't anything she can do. I said that I wasn't asking for anything else other than a simple upgrade with our cabin. I was told I would have to pay for the upgrade of $1600.00 for an ocean view. I was told that we couldn't have a free upgrade because of the cost. I was in tears at how I was being treated. We decided to cruise with Carnival again because we loved the hospitality and the warm welcome feeling we have received with our past cruises. All we are asking for is a cabin upgrade.

Thank you for your time,

Brenda Perkins

This isn't really a complaint it's just an observation of what I have observed over the 14 cruises we have taken with Carnival.

We started cruising with Carnival in 1994. We were treated like we were the only ones on board, Kings & Queens. It was the most exciting trip we had ever taken. We just returned 2/27/2022 from a cruise on the Horizon and it was like a vacation at a resort that didn't care if you were there or not. The staff was awesome. For the amount of money you pay, it just wasn't the same.

Earlier cruises on elegant nights the ladies wore really elegant cocktail dresses, and the men wore suits and tuxedos. Now other than elegant nights you can wear whatever to the dining room, shorts, t-shirts, etc. There were tablecloths on the dinner tables every night and silverware more than just a fork and knife.

I have told so many people over the years that take a Carnival Cruise. You won't regret it, but after this last cruise I am not sure I would recommend it now. We live in the country and to get away is a big deal and to be pampered for a week was a refresh get away for us.

I hope Carnival will rethink some of their decisions and go back to the earlier cruising days. I understand that with the airlines limiting the weight that you can take is also a factor to this.

Thanks for listening

Vickie & Steve

My name is Claud Lowe. I orginnaly booked a cruise out of Tampa Fl.

The cruise was cancled so I booked another cruise for 4/2/2022 out of Tampa. I do not remember the Ship name. The cruise was changed last month to sail out of Mobile A. on a less than desirable for me Ship. I have have called to cancel the cruise and have been put on hold for over 4 total hours. I have given up two times. I finally got someone, Marcia Lucas, and she informs me that I have to be put on hold for over an hour to talk to the right person about canceling my cruise.

The customer service or lack of is not accectable in todays environment of emails and internet platforms. With the only way to conduct business is a phone call and you do not staff enough people to assist customers. Marcia also informed me the reason she could not cancel the cruise was the promotional code. I never signed up for this and had no idea that this casino promotion was tied to my cruise.

I need to be contacted at [protected]