Carnival Cruise Lines
reviews and complaints

On Feb. 3, 2022, I called the Carnival cruise line to say we wanted to cancel and rebook our cruise that was sailing on Feb. 26, 2022. With the Covid restraints still in place, we were unwilling to wear masks throughout the ship. We wanted to sail later when the restrictions were not in place. The Agent told me that he cancelled our cruise and that I had until March 31, 2022 to rebook another one. At the time, I wasn't sure when we wanted to go since we needed to talk to another couple. So, I called back around March 1st and was told that we didn't cancel and rebook in time and that we had needed to rebook before the sail date.

I explained to a different Agent that I was told March 31st and she looked it up and saw it on the information from when I called.

This last Agent told me that she couldn't rebook from her part or straighten it out but to email your review department. She also said it was a special promotion that looked like to be booked from the Casino dept. of Carnival.

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 and are a very unethical company. I look forward to your next excuse.

Hi on 2/19/2022 I emailed saying that I needed to cancel my cruise, due to not receiving my passport. And not being able to board the ship. I called the 1-800-number and was told to file a complaint and get a full refund. And still have not received a email about this request. My name is Douglas Rogers and Yvonne Rogers. Please email me back. Thanks

We are supposed to be leaving on 3-13-21. We just found out after we booked all our excursions that you are switching ports and you will cancel them & refund them. The new port excursions just opened (today 3-2-22) up but we can't book them since you have not canceled the old ones yet. The old ports had a bunch of excursions to choose from.

Q50DV0,-Q62VT2, are the booking numbers for this cruise I was not allowed to take, due to an over zealous agent at boarding. I have several pieces of identification, drivers license, trade license with current photo none was good enough for her.

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

I received a letter from the CEO authorizing a refund for COVID issues. I held for over 3 hours and finally talked with a very rude stressed individual that issued my refund . I was to receive 2 payments to my American Express card and a large gift card to use in the future. I cancelled the cruise due to young children. My wife and I would like to book an anniversary cruise and cannot do so until we get the refund. Our booking number is M488X7. Last name Webb. Could you please process our refund. I asm very disappointed in your ability to follow through. The CEO letter makes me feel like the refund would not be a problem. I have talked to 3 different people at Carnival that basically can't do anything to speed this up. WILL I EVER SEE IT ? I have already Emailed customer care and of course received no response.

We upgraded to a Balcony room. It was a beautiful room, however we could not enjoy the balcony a single time. Not because the weather but because it was soaked from then cleansing the decks above. Mind you, I get the whole covid cleaning. They cleaned their butts off, but my goodness it was ridiculous, they were cleaning several times a day and by spraying off the deck, the water was soaking our balcony. Dirty water from the decks! EW! We called customer care twice from our room and they said they would look into it but it happened all day everyday. It was standing water. We contacted customer care right after we got off the ship. They offered us a $25.00 credit for a future cruise. I politely declined by stating this was not an acceptable solution and customer care never contacted me again and never gave the credit. LOL. $50.00 in total ($25.00) for me and my husband is nothing compared to what we paid for an upgraded room, and we did not get to even enjoy the upgrade.

My name is Keith Bailous. I was scheduled to be on a cruise 1/30/22 thru 2/5/22 on the carnival pride. [p16dr6] booking number. I was delayed by over two hours. The plane had technical problems. By the time I arrived at the port, they had taken up the gangway. I was not allowed to board. I have received half of my money back. I would like the rest back or credit to my next cruise 8/2/22 [n84lt9] booking number

My husband and I decided to take my Mother and her husband on a surprise Cruise. They never have been on one before. Unfortunately, Herman her husband was diagnosed with a rare Cancer in the blood/heart. We was booked for May, but changed to June hoping this would give him time. Instead his issue got worst and he has to take Radiation for 6 months which will run after June. I was informed that we would loose the $298.00, so I'm reaching out to you to see if due to the circumstances is it possible to receive a full refund.

If you need any medical records from Herman doctor I can provide that paperwork.

Your consideration in assisting us with this matter would truly be appreciated.

My cell number is [protected]. Email - [protected]@gmail.com

Booking number is R91RG6

Thanks in advance

I keep getting emails from carnival saying that my request to change my email as well as my wife's email has been processed and we should change it immediately.

We have never sent in these requests. So I am not sure what is going on.

In addition I called the customer service line and they said leave a call back number and they will call me back when someone is available. I get a call back and then i am put on hold without even speaking to someone. What is the purpose of the call back if I am put on hold again.

I finally get to speak with someone and they say they have to transer me. So I ask them for the number in case I get cut off. They say OK then never give me the number. I am then on hold again and nobody answers.

I am a shareholder of the company and do not feel anyone should be treated this way. The last reason I am typing this is I can never get anyone on the line.

I purchased the fastest internet package on our cruise possible & on the 3rd day I had no internet this rolled over to the 4th day to which went to the customer service desk & asked them if the internet was down. Sandra the customer service girl stated that the internet was fine & my phone showed high usage. She asked me to screenshot the message if it happened again. The minute I got to deck 10 the service disconnect again & I screen shot the messages & went back to customer service desk & showed them the messages & spoke with Sweety who again said everything was fine. I explained to her that everything was not fine & showed her the screen shots that I did not have service. She said she would give me a 25% discount on my package which I personally think is ridiculous. I told her that it was not about the money it was about me being able to conduct business while on board I told her we sailed on this very same ship on Dec 31st & never had an issue with the internet. Again I did as they asked & went back upto the pool deck only to lose internet connection a 3rd time. At this point I'd screen shot everything, every message that showed I was unable to connect to the internet & brought it to them at the customer service desk for the 3rd time, nothing further was done & I informed the young lady that I spoke to I was cancelling my upcoming cruise on March 14th due to the horrendous customer service. All they seemed to think was I was looking for something for free instead of realizing while im cruising im also trying to run my business which requires me to have internet access.

So now instead of sitting poolside enjoying myself I'm having to sit in the lobby the only place I seem to get internet.

I hope this complaint does not fall on death ears as I enjoy cruising on Carnival & have taken 3 cruises in the last 3 months 2 on Conquest & 1 on the Sunrise.

Thanks Seam Mckendrick

Folio #93158

VIFP #[protected]

My family and I have been trying to take a family cruise since March of 2020 and all have been cancelled related to covid by the cruise line. Each time we opted for receiving future cruise credit instead of canceling the trip, we eventually took a loss due to one person who would not be going when it was time to rebook the cruise (Booking#8SPP22 total paid $3428.20). We then rebooked for the second time (Booking #J04FJ9), and for the three people that were still going had already paid the difference for a total cruise cost of $2930.50, and then we only received a cruise credit of $2107.00, since the person that couldn't go was already refunded (booking#J04FJ9). When I rebooked the cruise with Marnie Kennin, (booking #S59JLO) with the same three (cancelled cruise related to covid by cruise line) for $2930.50, which only gave a cruise credit of $1270.50. When I spoke to Marnie about this, she said she "could clearly see it was an error" and went to the manager, she then told me to go ahead and book this cruise (for the third time) and that she would speak to her more seasoned manager, due to the one she spoke with was new and didn't know. She said her manger would be available on Monday and that she would have him take care of it and it should be a balance of around $1000.00 (per her calculations), and this was on 12/31/2021. I tried contacting Marnie a few weeks later and received her voicemail, which she never returned my call. I called again a few weeks later and was finally able to reach her, and then had to go through the whole exchange of information again. She had said her manager had been extremely busy, but he will get to it. February came around and I attempted to contact her again, and then she said she had to do a spread sheet of every cruise that was scheduled/canceled and she would be in contact with me, when I asked her how long it would take she said "give me a week", yet again she never contacted me. With the final payment being due in march, I called and have left a message and she has failed to contact me to fix this issue. I understand that covid is unpredictable and is making things difficult, but how many times can I attempt to fix this issue with such a lack of communication between the vacation planner, I had only rebooked for the third time because she convinced me there would be no issue and things would get sorted out, and that it wouldn't be a problem. The cruise had been paid in full before the cruise line had canceled the trip, which was originally ($2930.50) for the three people (who are my children) and now they're being told they owe $2730.08 after rebooking, and were only given $1270.50 in cruise credit due to prior cruises being cancelled. So there is a missing balance of $1660. They're saying it was refunded to the fourth person, who had already received their refund prior to booking the second cruise. The total original cruise with all four people was $3428.20, and the other three only received $2107, so they are missing $1321.20 in credit. Our family was very excited to take a vacation together, but this whole process has been a complete nightmare and very upsetting. I understand people get busy, but the complete lack of communication between the cruise line and the vacation planner is unacceptable. I am just trying to resolve this issue so that my family and I can take a vacation, but they seem to be making it nearly impossible. It is not fair that we have to pay more money at the last minute for a cruise that had already been paid for in full. We understand the $1000 balance since this cruise is more, but we should receive our full cruise credit of $2930.50 that was canceled by the cruise line due to covid.

We have taken a wonderful cruise with my brother-in-law and sister-in-law on the Carnival Panorama. We ate, drank and gambled and had a great time. We even left with a card for a free Cruise. And then I made an appointment to have a massage at Cloud 9. I actually talked my husband into a foot massage. He has Alzheimer's and I thought a cruise with his brother and sister in-law would be relaxing for him and having a massage in the same room with me would not make him anxious, until we were done, and the girls turned the lights on and gave us a hard sell on their products. We definitely felt intimidated and coerced into to buying by telling us our skin was getting wrinkled and dry and needed this product that would definitely help us. My husband was getting very anxious to get out of the room. They finally moved us to the counter and said they would use the charge on file and send us the product. It was done before I knew what I bought. All I want to do is return the product, but I cannot find a way to talk to anyone or was not given a return address and policy. Please can you help us get our credit on this purchase mistake.

Thank you Kathleen Maleitzke

My husband and I cruised the carnival glory from 2/13/22-2/20/22. Within the first day and half we had to be relocated because of the ten degree variance in temperature that we were unable to adjust ourselves, not to mention the grotesque smell of sewage from the leaking pipes. Once we had to pack everything and move, our new room had issues with the commode not flushing, the shower barley draining, the sprinklers leaking to the point the lower portion of our bed and the clothing on it was soaked. The bed itself had one extremely worn down mattress that was significantly lower then the other making it difficult to sleep or be remotely comfortable. They did finally offer to change our linens (thank goodness) we hadn’t cruised in nearly eighteen years and now I remember why. To make matters worse, prior to cruising I booked the glory again for April 2022 as a birthday gift for my children and knowing now what I do I wish I hadn’t! Next time we’ll stick with our timeshares to guarantee the highest quality accommodations.

First, on Saturday 2.12.2022 me CY and my family (My parents J/J Y and my brother/sis in law M/K Y) arrived at Galveston Port and was checking in and giving boarding pass and the Carnival employee stated that so we dont have to "carry" our 12 pack of sodas (had 3 packs) stated if we had "extra" luggage tags we could tape them on the sodas and the luggage carrier will give them with the luggage and be delivered to the room (she advised us plus at least 3 other people) so we taped our luggage tags on them and gave them to the carrier. Well when we got on the cruise didnt receive them that night, contacted guest services and they stated to contact security so did that and security stated that "they are on board but we have to wait and receive a letter for appeal to get them back" so we waited to the next night and talked to security again and then now they stated that there was no sodas for me or my brother/sis in law and need to contact guest services so contacted them and they said "nothing was confiscated so that is why the appeal letter was never received and that we have to carry on the sodas and that we were misinformed and said sorry but cant do anything" so now we are out 3 packs of sodas (which one of them was almost 18$ because they are not sold in our city at this time.

Then I bought the premium wifi package and every day up to 4-5 times a day and i contacted customer service twice (2.13.22 & 2.14.22) and they advised that I had to go to "login.com" to re-enter my folio and birthdate just to connect and that was only 3 -4 days out of the cruise and I used that to chat with family back home and it was not working. Then also the chat we paid for never worked. never connected and could never chat with family on the boat. I really think if there was "wifi" everywhere should be able to use but only got connection on the 5th floor at the computer hub place to get connection.

I advised my steward on 2.13/14.22 and 2.19.22 that my AC was not cooling and said that maintenance came and checked and was kinda cool but had very hot nights.

I understand that the weather was bad but feel like customer service could have responded or helped out more

Called the 1-800 number spoke with a very kind lady, and explained my situation, that my wife couldn’t board at last minute. Because her passport had not arrived along with the birth certificate. And she could not board. And we was hoping that it would arrive at last minute. And never did. And Monday to say the postal service is closed due to a holiday, Presidents’ Day everything is closed. So sadly we will not be able to make it at this time. And would like a full refund. thank you or even if we can reschedule for another cruise would be great. Thanks

Good Morning Carnival Cruise Team,

I have booked a cruise with the cruise line on June 7, 2021/deposit $150.00. The cruise were sailing between April 2-7, 2022. I have been in contact with my rep. I noticed the COVID number was continuing going up. So i contacted my rep to cancel my cruise in January before the deadline January 17, 2022. He told me to wait until the end of January. I contacted my credit card company to disturbed the charge because i feel that Carnival Cruise was giving me the run around. After the credit card company contacted Carnival they denied the disturbed. So i contacted Carnival Cruise again and my rep told me that all ships will not be sailing during that time due to the COVID numbers. I asked him will he refund my money back. I was looking into and and got back with my and told me that he could refund my money back but since i disturbed the charges it out of his hands. He directed to to make a complaint on every social media site that i can. My booking number was N62QJ8 the rep i was speaking with number is [protected] x82414

February 15th 2022

Called carnival at 4:45 it is now 6:06

And I’m still on hold!

Very bad customer service..

That’s my complaint but I doubt it will do any good

Assigned request ticket number 233829, Jan. 13, 2022. No reply.

Assigned request ticket number 235416, Jan. 26, 2022. No reply.

Repeated phone call to global services and global reservations. On hold for over an hour on each call attempt. 14 phones calls later, I'm done calling.

I need to add a child to my booking/cruise coming up on April 09, 2022. Can't access the booking. (Global Casino Reservations, only, can access these bookings.)

I need to make changes to my booking/cruise coming up Sept . 2022. Can't access the booking. (Global Casino Reservations, only, can access these bookings.)

Can't access or change these bookings because I don't have access to them. Can't cancel. No access. No phone call. No email reply. No contact. NO CUSTOMER SERVICE. Customer service, something that Carnival Cruise Lines does not understand.