Carnival Cruise Lines
reviews and complaints

Full refund requested. Received email from

Carnival advising full refund to be received if canceled by 2/15. Canceled on 2/1. Only partial refund received. Call carnival, spent over 12 hours on phone, and issue still not resolved. I was previously assured that refund would be released. Still not released. I want my money and I don’t have time to keep sitting on the phone for countless hours with individuals who don’t know what they are doing or how to release my money.

I booked a cruise which was canceled due to COVID. The new rebooked cruise ( K95VR3) Also was canceled due to COVID which was set sail Jan 3rd of this year.

Carnival refunded me my excursion expense but not the fully paid booked cruise. I stated on the email option I would apply it toward a future cruise.

After calling customer service, they booked me a new booking (T55QM4) They advised they needed to contact Customer Service or some other entity about applying my prior cruise payment to this one. The second canceled cruise amount of cruise was $1,293.48 which should be applied toward this new booking T55QM4; however it did not apply when they booked the cruise as it shows I owe an entirely new cruise amount even though I fully paid for the prior one!

They asked to put me on a brief hold but I remained on hold for over TWO HOURS before hanging up. I have not gotten this resolved.

My desired outcome is to either apply my prior fully paid cruise ($1,293.48) toward the new cruise, or fully reimburse me that amount. I was also to have $400 on board credit from the 1st canceled cruise.

Thank you.

My wife and I sailed on the Horizon 1/22/22-1/30/22. The Formal dinner was the second night out, we dressed up went to dinner and decided to order a bottle of wine with our meal. Instead of wine we had a guest card handed but with the announcement your credit card is not good you can’t have drinks you must go to a kiosk or guest service to fix it. My wife was throughly embarrassed, dinner was now ruined.

The issue with the card was Carnivals fault somehow our number didn’t get captured in check in, ok I get it things happen but how it was handled and the embarrassment it caused was my issue. The lack of better customer service protocols for handling something like this is shameful. We’re on a board in the middle of the ocean if there was a problem it should have been handled privately, it’s not like you couldn’t find us a note to our room or steward, service the drinks and whisper or take off s aside after the meal and explain the situation.

We never received our disembarking airport transfer sheets even though prior to the cruise I pointed out to my trip advisor it wasn’t showing on my receipts. I had an emailed copy of my payment in my phone and assured that would be enough. Guess what wasn’t enough. We tried to check in for the bus we weren’t on the manifest the emailed receipt only led to more eye rolls and huffs and puffs.

I filed my complaint with guest services and reviews. Your response was a dismissive letter offering us a bottle of wine on our next booked cruise. Nothing I was angry about was about not getting a foolish bottle of wine it was the embarrassment experienced because of your error and poor customer service protocols to correct your mistakes.

We have sailed with you before, we even paid to upgrade this trip from a balcony to ocean suite. We were angered enough that we booked our next cruise with Norweign Cruises, then our new trip advisor Marlene contacted us and calmed it down even found us great cruise I cancelled Norweign then the response came from the guest service member with a dismissive offer of a future bottle of wine. The offer should have been another trip in an ocean suite at a balcony rate with airport transfers tossed in, we cancelled the new cruise.

I booked a cruise. Been paying monthly since last summer. Received an email that we could cancel before 2/15 and get a full refund. We had 7 people cruising and not everyone could meet the covid vaccine requirements. I've attempted to call multiple times. I've also emailed. You can't get a hold of anyone. Finally figured out how to cancel online but carnival kept approximately $600. I would like a full refund as promised per the email.

Getting to the ship-via bus to terminal I almost fell on my face, because the bus driver thought I was moving too slowly and grabbed my roller suitcase which I was holding onto, off the the bus steps to the ground. I have a left foot drop and lost my balance, while scraping my right heel trying to prevent my falling. I also have Diabetes and that heel wound could have become infected. Not cool! On the way to the ship bus driver said he was not allowed to handle our luggage. So why then would you grab my roller suitcase? If I wanted to make a stink, I should have had him arrested for assault and battery. He didn't even apologize. This was on February 5th at approximately 1:00 pm, leaving out of Charleston.

Everyone else was so pleasant and helpful.

We are excited to cruise on the Carnival Panorama in March. We booked a Japanese Teppanyaki lunch for one of the sea days. After we booked it, Carnival changed our itinerary. Now we are starting in Puerta Vallarta and ending in Cabo. No problem there except that now our specialty dining occurs while we are in port at Cabo. All we want is to switch the date to a sea day! That seems easy, right? I waited on hold for 90 minutes the first time and then I ran out of time. I tried again and after another 90 minutes on hold, I am told she can’t fix it because we booked through an agent. The agent spent four hours on hold and was told they couldn’t change it because we booked the specialty dining ourselves. I called a third time, after two hours on hold, a man answers and he tries to change the date of our cruise! “No!” I said, “We like our dates we just want change the luncheon to a sea day!” He then informed us he would have transfer us to group bookings at which point he dropped the call! We just want the luncheon on a sea day! What does it take to get this changed?

I recieved an email stating I'd get a full refund if canceled by 2/15. Carnival kept approximately $600 of my refund. I can't get through on the phone. Awful customer service.

My name is Tabitha Hull and I am a Platinum member [protected]. I have been trying to change the date of my cruise not cancel so I would think Carnival would be appreciative. I tried two times on 2/7/2022 to no avail after being in the hold que for 2 and 1/2 hour each time. When finally answered I had rude and non helpful customer service agents. So today, 2/8/2022 I called at 10:00a.m. and after 2 hours got an answer from a very nice agent who was able to assist in changing one of my cabins booked for May 30 to May 1. I paid the balance in full and was happy; however the second cabin was not so successful as she has an issue and then we both waited for 1 1/2 hors for her support team to answer. There solution was for her to transfer me to the casino department for the casino rate. No problem I understand but I started all over waiting again. At this time according to my cell phone is 4 hours 44 minutes 12 seconds and I am still on hold trying to change the second room. which is booking number Q06CN0. With so many cancellations Carnival should help the ones actually wanting to keep and pay their money to cruise in full. I am extremely agitated. I want some compensation for my day while at work spending all this time and counting on hold! I can attach a copy of my phone record showing how long I have been on hold if needed.

Hello, 

I filed a formal complaint the day I got off the carnival cruise valor on  2/7/2022. I am writing this email to get an update because of what my family and I went through with Austin Blanchard I wish that no one else experienced that. To recap the day we were boarding we brought my kid's vaccine cards as well as my son Demetrius Porter was exempt either way. We had our PCR tests which they made us retake and charged us 100 per person which that wasn't the icing on the cake because the money was nothing to the amount of rudeness and disrespect we received from Austin Blanchard himself he was suggesting my kid's vaccine cards weren't readable than refused to let us take the tests because he stated it was after 48 hours after constantly explaining that other persons said that it was fine even online stated 72 hours as well as we were fine retaking the tests. He continued to hassle us about a vaccine card that my son has already had had an exemption and I didn't have to provide one for him. He then started hassling my brother to redo his tests and he complied in compliance. But again we remained calm as possible at that point we were going to just leave because he would not stop harassing us. After all, we went through at this point with him he still went out his way to get the doctor on the premises to check my kid's vaccine cards and the doctor explained to him they are fine and that they are perfectly dated. But Austin Blanchard did not stop there he realized he couldn't keep harassing us and sent out an email for my brother to pay for his tests as well as his son AGAIN. At this point, we realized it was racism because he reacted this way soon as we started speaking Albanian and he say my son was African American as well as my partner and his kids were Latin. I don't know why he went to the extreme with us but we did not deserve that. We wish no one to experience what we experienced with him. We did make a complaint when we got off the boat we want to be updated on what will happen with Austin Blanchard. The people involved are Blerta Pira, Demetrius Markel Porter, Sahit Pira, Urate Pira, Ben Pira, Juan Teran, Brianna Teran, and Juan Teran.

Please understand our frustration.

Blerta Pira

[protected]

[protected]@gmail.com

Let me start off by saying that I love Carnival cruise and what the services they provide.

I am highly disappointed that ion my last cruise, I lost over 5,000 and the machine didn't give a single Jackpot. I played high. Once it goes into the bonus on the FireLink, it would not match up the symbols. I continued to play to see if it would hit anything and it did not.

I had to go to the Players Club desk 3 times that morning until they opened to speak with the Casino manager to explain my concern. We watched another user play the game and witnessed the same results...no match-ups.

He had the slot manager "check for defects" but claimed nothing was wrong and they weren't entitled to tell me if the slot even paid any jackpots or high payoffs.

Upon speaking to the slot manager, his exact words was "Everyone have to pay taxes" That made me so upset because I come to enjoy myself and not lose everything on a faulty machine nor pay for everyone taxes. I filed a complaint on board and the Carnival Personnel said they can't do anything because it was a "Third Party" . Billions of people come for the great offers but not to get run over by the Casino and to get "everyone have to pay taxes"

Now I have an I owe you in which I didn't pay yet and I received and email about canceling my future cruises. The customer service handling of the third party services which is advertised under Carnival's name should also be handled by Carnival as well. I have tried to reach out several times to Carnival Customer Service Collection group and have not received a response.

Latrice (Humble, TX)

Carnival Breeze - 12/16/21

I was booked on Carnival Sunrise on 1/10/2022 with my great granddaughter (3 yrs. old). When checking in agent took great granddaughter off covid exemption although she had a letter accepted by Carnival. Then testing being rushed through she was charged $150 although covid agent stamped by boarding pass not the 3 yr. old. Other cruise lines offer testing for free upon port arrival. She was registered and accepted in the kid's club and stated on website throughout entire cruise yet would not accept kids under 5. (Just Wrong). So, at this point neither one of us could get off ship and I could not participate in any adult activities. Causing us to spend more time in our cabin. Then on 2nd day our cabin water drains backup/clogged in our cabin flooding the bathroom and carpet. Yuck! and with a child and the Covid protocol it still took 3 days to dryout carpet. Not clean it just dry it out. What are you thinking? I've been waiting 6 weeks for someone, anyone to contact me on this issure. I have sent 3 email request. Very Disappointed.

Sharon Radford

Hello to Whom it May Concern,

My name is William Ponzi and I have been cruising with Carnival the last 15 years or so, I'm a Palatium Member as well. I just booked a cruise with my twin brother and he's platinum as well. We always cruise together . His name is Louis Ponzi. this is where my problem begins. For some reason he is getting a much better booking deal than me. I can't seem to figure out why, we book the same time, always have. so why is it he gets a 500 hundred dollar on board credit and I only get a 50 dollar one? Our Planner says he's got a casino deal. well that would be fine but we both do the same thing on ships being twins and all. plus his booking price was some 30 dollars cheaper as well. I need for you folks to tell me why this has happened? even my sister who booked the same cruise got the better price and a 500 dollar in room credit. This does not seem fair to me at all. as I have said, I'm a Platinum Cruiser so why treat me this bad knowing that my twin and I cruise together everywhere we go. I can only hope you folks can fix this problem for me. Hopefully compensate me for all this stress, after all I'm no spring chicken any more. please look into this matter and see that I am a loyal cruiser with many cruises under my belt.

Thanks, William K. Ponzi V.I.F.P. #[protected]

I have been calling carnival cruise every day, yet I still cannot get ANYONE to answer my phone calls after 6 hours on hold, to cancel our cruise coming up in June. I cant even get the payments stopped through them because no one is answering. So, I tried using two phones on two different numbers, nobody is answering any calls and my deadline is approaching. I finally sent an email to the only email address I could find [protected]@carnival.com with a formal specific letter asking for a refund based on my party cannot meet the vaccine requirements and that I need to cancel. But I am not sure that email is the correct one. Since it is the only published email, I went ahead and sent my request to validate the time and date that I asked for this refund.

This is crazy to put customers through this !

I do not know what else to do?

we had 2 gift cards added to our on board credits .this what happendd finial bill on jan 29 settle to frank sarro,s master 4640 $1625.13 thats correct. under that settle to frank sarro s visa gift card $100.00 under that settle to frank sarros ,s master girt card $100.00 were did that money go booking number Q90WJ3 cruise mardi gras cabin 11303 date of cruise jan 22/jan 29 2022 frank sarro phone [protected] e mail /[protected]@comcast.net//that was agift to us the money just went away. we stil have the cards they have zero balance the money went some where

The Cruise was submitted to Aon on October 10, 2019, Honeymoon Cruise for Electries Brooks and Stan Lindsey and Jurelda Brooks and Kevin Gray. Booking # 4QSB66/4RHK66... This letter came from Wagner, Falconer & Judd, LTD, Wisconsin office 325 North Corporate Drive, suite 100, Brookfield, WI 53045, file #244574 WI.

According to Ms. Brooks they booked the above noted cruise leaving Florida on August 10, 2019 on the Carnival Breeze for seven days. Ms. Brooks informed me that their flight from Milwaukee to Charlotte on American Airlines was cancelled due to Mechanical Failure, clearly beyond their control. and resulted in them not being able to make it to the cruise, which was promptly canceled. Ms Brooks made a claim under her travel insurance policy with AON, claim number,19CCL16651: however the claim was denied allegedly for a reason not covered under the policy. Ms. brooks was offered a credit of 75% of her cruise but this offer has been rejected. Ms. Brooks was claiming damages in the amount of $3,354.18 for the cost of the cruise.

Ms. Brooks was diagnosed with Cancer and wasn't able too take advantage of the cruise that was then offered in August, Sylvia Herrea, cruise agent suggest since Covid wait until this year 2022, but unfortunately her Cancer came out of remission and she cannot travel this year either. Dealing with issue of colorectal cancer along with this issue is very burdensome. Ms Brooks is set to have yet another surgery once she is done with her chemotherapy treatment that are truly taking a toll on her physically and emotionally.

Two letters were submitted from her Attorney. Now the situation calls for immediate action due to her health circumstance and she cannot travel. Ms Brooks loves cruising but right now its not possible, due to constant underlying conditions.

I was offered via email to cancel my cruise for a full refund prior to 2/15/2022. Today is 2/1/2022 and I was unable to cancel via the website without paying a $300 penalty. I've been on the phone on hold with Carnival for an hour and a half today and a total of about 8 more hours over the past couple of days. I've decided they are waiting for me and others to get so frustrated that we hang up and take the penalty. At this rate, I will not be able to contact anyone by 2/15/2022. Unacceptable...

If you press the buttons that say you are a travel agent trying to book, someone answers within a minute. But then they transfer you to hold again waiting for customer service.

I had to cancel the cruise that I have planned for May, 2022. I cancelled in enough time to be penalty fee and get 100% refund. I was told on the phone by the agent who processed the cancellation that it would be a full refund. The next day, I get an email stating that there is a 300.00 penalty per cabin. No explanation and when trying to reach someone, they give you the run around. There has to be a resolution to this. Are they willing to lose long-term customers for the sake of fraudulent penalty fees. They put you on hold FOREVER! This is wrong, illegal, and such an aggravation! Carnival, you need to prosecuted for such deceptive practices!

My prior cruise booking confirmation number B93SM4. Carnival Breeze. Sail date 9/20/20 9335 I paid a total of $2,167.28. This was cancelled byCarnival due to Covid, I had an option of 100% Refund OR

100% Future cruise credit and $600.00 onboard credit per stateroom on next cruise if booked by 5/31/21 for sailing departing by 4/30/23. . TOTAL 2767.28 CRUISE CREDIT .

I booked a cruise to depart April 20, 2022. Booking numbers N21zh4Total 2453.34 and N21wq4. Total $2,453,34. Total $5906. When I called to book my cruise I paid $562.64 deposit on one stateroom and $318.00 on the second stateroom I then paid $1051.70 in November and $1051.70 in December. Total $2,984.04. I also paid for the internet plan ahead of time144.64 Total I paid 3,128.00. I received 3128.00 a full refund for the 2nd cruise I had booked. BUT my future cruise credit was reduced to $1,614.34. The next time I spoke to customer service I was told it was $1,500.00 cruise credit.

I called on 1/3/2022 Carnival Cruise lines to cancel my cruise that was to depart on March 20, 2022. Carnival Pride. I spoke with Santa # QN3. I was told I would receive a full refund.

I asked her about the $2,167.28 from the first cruise. She told me that had to stay as a future cruise credit. However there is only a balance of $1,614.34 left….

I had 2167.28 plus 600.00. I understand not receiving the 600.00 however I should still Have a fcc in the amount of $2167.28. I want a full refund of 2167.28. OR a Future Cruise Credit in the amount of $2,167.28. They have been unable to provide any accounting to me.

Hi there I am upset with my experience that turned what would have been a wonderful first-time Cruise with Carnival.

First issue: Carnival says "Choose Fun" well I didn't think fun for my 11 year old would mean he had to potentially get high every evening if he wanted to go out on our balcony. Few cabins down they were smoking weed on the balcony. It was so strong at times it would come into our cabin. We complained every time and had to stay up late while security would come in my cabin and my parent's cabin to talk to us. By 3rd day and another late-night visit we were told: "nothing they can do and we should forget about it and enjoy our vacation". This is not something we should have to hear or deal with. No family or children should have to smell this. We even showed them what cabin it was coming from as we walked by the cabin you could clearly smell it and it was all down the hallways. This was day 4 I believe. We called Security and even one of the Room service ladies smelt it and called someone. Last I heard and read it's a crime to smoke this on a ship. We didn not want to move rooms. My mom has knee issues and was not about to pack every thing up all over again and move. And same for us. Why should we be the ones inconvenienced. Not even an upgrade for our terrible time was offered. It was like Carnival couldn't care less.

Second issue: On day 6 I slipped and fell in the Market place walking back into the food area. I slipped right by the entrance to food. My feet went complety out from me and I hit my elbow, arm, and really hurt my knee. Pictures of all this. My head also hit the wall. Yes a server came running at same time as my family. He then left me and never came back with ice or someone to see if Im ok or take a report. My knee was bruised up pretty bad. This was not how I should have been treated for slipping on a really slippery floor. Rest of the family tried the floor and yes it was slick. No sign was in place and no sign after I fell and told the man it was slippery.
We went to customer care where I spoke to a supervisor who said he would see if I could see Dr for free. He came back and said no there would be a $100 to $200 charge and I said no. That's not ok I fell due to your problem of having wet floors and no sign etc. He said sorry nobody helped me and accidents do happen and left it at that. I'm disgusted with that "Accidents do happen" What the heck. No lets see what we can do to help you or lets make this right. NOTHING not even empathy. Royal Caribbean would never treat her passengers like this.
Everything else was fine and would have been a perfect cruise if not for these two things. Now its changed my mind if I would ever cruise again and what Im going to do about this moving forward.

Jane and Mike H
L89TM5

I was booked for a cruise on the Carnival Horizon from 10-30 to [protected]. American Airlines canceled my flight from LAX a few hours before with an alternate flight that would not get us to Miami in time for departure. We incurred hotel, week parking fees among other expenses that we did not get credit for. This was beyond devastation and our control. The only thing that American Airlines offered was a credit of 125.00 for each traveler for future travels.