Carnival Cruise Lines
reviews and complaints

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.

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 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 parents 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. The 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, let's see what we can do to help you or let's 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 it changed my mind if I would ever cruise again and what I'm going to do about this moving forward.

Jane H
L89TM5 Panorama January 8th sailing.

Reference Carnival email dated 21 January 2022: "In the event guests are unable to meet our vaccination requirements and are currently booked on a cruise departing April 2022 and onward, please contact us by February 15, 2022, to receive a full refund. After this date, all existing bookings will be subject to our normal fare cancellation policies".

I have been on the phone with Clifford @ carnival for over an hour requesting this refund. He said he cannot approve it and a higher authority must approve.

Why was this email sent out without a process and why is it so difficult? When I scheduled the cruise Carnival Representative Yvette McPhillips was happy to charge my card for this cruise within 15 minutes of the cal.

I've been on the phone on hold with Carnival for an hour and a half and counting. I was offered via email to cancel my cruise for a full refund prior to 2/15/2022. Today is 1/25/2022 and I was unable to cancel via the website without paying a $500 penalty. I called Carnival and spoke to someone regarding the offer to cancel for the full refund. So I'm still on hold waiting for this to be processed. Apparently it takes special permission for them to do this. I've decided that it's a total scam and they are waiting for me, and other's like me, to get so frustrated that I hang up and take the penalty.

CARNIVAL after 10 cruises you'll never see me again. As a stockholder I'm appalled by this treatment of customers.

Was unable to sail because of covid and still have not received a refund from Carnival.

Upon arriving on the Carnival Magic on January 3, 2022, we went to our stateroom which was room 8338 we went to put our sodas in the fridge and noticed the cabinet that the refrigerator was in was hanging off of the hinges and we went to find the steward for our room. He then came and hooked it back up and left. We went to bed that night and our bed was hard as a rock! We tossed and turned all night long and when we got up, we immediately went to find the room steward again to ask him why the bed was so hard. We are frequent cruisers and in all of our years of cruising we have never had a bed that was that hard and uncomfortable on any of our previous sailings. He then told us that the bed didn't have the padding on it and that he would take care of it. He did just as he said he would. The final straw though was the morning of January 7th when we went to the seaday brunch to eat. Our service team Lead was Lizette, the team server was I Made and the Asst. Maitre D was Bernard. My husband and I both ordered the grilled chicken Ceasar salad to go with our steaks. As, I started to eat my salad I realized that I was chewing on a long strand of hair! I took it out and immediately and called Lizette the team lead and she came and said that she was sorry and told me that she was taking it to her supervisor and that she was sending the Maitre D to our table. He (Bernard) came and the only thing that he was concerned with was the protocol of "Do I need to go to the doctor" because that was their protocol! He wasn't apologetic at all but did come back with another salad! That is the last thing that I wanted to be honest! The Maitre D (Bernard) is supposed to be the person who is responsible for making sure that everything runs smoothly in the restaurant. He asked us for our room number, and I figured that he would probably send us a letter apologizing for this mishap but not one word or anything from anyone on the ship about this nasty issue of hair in my food. This was our second time on this ship in less than 90 days and both times we have had issues! The first time we had plumbing issues and it took us running back and forth to the desk to try and get that rectified! I will never sail on the Carnival Magic again because I am finding out that we their customers aren't their main concern! I have been sailing with Carnival since 1991 and unfortunately this has been the worst Maitre D we have encountered! We have met some awesome staff on the Magic ship, but things definitely need to get better. And last but not least my husband purchased the spa package for me as a Christmas present and every day when I went the stone recliners were barely warm and the aroma steam room never had any aroma! The employees were told by me and other customers and all they could say was "it is okay" she will turn them on but the entire week everything remained the same which was cold.

1/22/22

CC sent email allowing customers to cancel their upcoming April 2022 cruise without penalty if they are unable to comply with COVID requirements on ship( Carnival Horizon ) that is scheduled to depart from Miami on 4/24/22.

I contacted customer service 3x, where one rep said that the manager is servicing other reps who 's unavailable for the next hour. Rep asked if I can hold, which I did until the phone disconnected after an hour.

Called later that day, waited for 1.5 hrs for the phone to disconnect.

Called today 1/22- waiting 2 hours . There have to be a better way to help the customer with cancellation request since there is no online option where we are forced to call. I have $1264 refund I am entitled to and would like to received it. Unfortunately, I will be losing my $650 as this is the 3rd cancellation, if there's a way to keep CC of $650 and received cash for the $1264 will be great.

Hello,
I booked a reservation last month (2021) for a departure in February 2022. I paid in full when I booked the reservation. I tried canceling my trip and was told I would only get partial refund due to a $200 non-refundable deposit. I didn't place a deposit, I paid my trip in full. This is ridiculous that I would be penalized for something that didn't state if paid in full you're still responsible for deposit. Folks are getting sick on these cruise ships and for Carnival not to compensate customers it's total robbery. Even if it's a credit towards future travel but to penalize your customers especially with the endemic that's going on.

T. James

Hello, On 10/16/2021 My wife and I took a cruise on the Mardi Graw, booking # Q21PX2. After speaking with our cruise planner Mr. Jenkins yesterday he told me that I should write to you. Our cruise had been cancelled twice, once in Nov. 2020 and Feb. 2021. we finally were able to go on this cruise in Oct. 2021 for our 36th wedding anniversary. On the 1st day Sat the 16th we were onboard and went to Guy's burgers and got a burger. Ater a few bites I bit into something hard, I believe it was a bone fragment in the burger. I swallowed and then took another bite, that is when I realized that I had broke my tooth in half. We called over a waiter and he told us to go to medical. We went there right then. We were told by medical that there was a $150.00 dollar charge to see the Dr. but there was really nothing he could do. We went to customer service and told them what had happened and they said where is the proof. There was nothing they would do for me. I spent that night in a lot of pain went back the the medical office on Sunday to see if I could get any pain medication and they said NO. We went back to our room and received a call later that day from the nurse in medical to ask us if I wanted to see a dentist at our 1st port tomorrow Monday, I said yes. She made us an appointment and I went to have my tooth pulled which they did. I spent the next several days in a lot of pain. Our Anniversary cruise was basicaly ruined and the Staff said there was nothing that they would do. In short they called me a LIAR BECAUSE I DIDN'T HAVE PROOF... This was completely unacceptable to us. Mr Jenkins told us to write this letter and send it to you because as of now if there is nothing that you will do about this we will probably find another cruise line to cruise with. Thank you for your time, Ken Gumpert

My husband, stepson, and I were paid in full to go on a 7 day cruise to Matzatlan, Puerto Vallarta, and Cabo San Lucas on January 15-22 on the Carnival Panorama with my cousin and his family. We were told that we would need to get an antigen test 2 days prior to the cruise. When talking to Susan Carbone, she assured me that if either of us tested positive that we would get a full refund and not to worry. So we paid in full that same day not in payments.
We took our tests on Thursday, Jan. 13 and didn't get our results until Friday evening around 8 pm. At that point I had already attempted to call Susan cuz I was getting nervous since we live 4 hrs. away and didn't know if our tests were going to be negative. I also attempted to call Jeannie too since I had her ext. too. I left a message on her voice Mail regarding my concerns but no one was answering or calling me back. When we finally got the results and my stepson had tested positive, I called again with no success and left messages of having to cancel the cruise. I finally went onto the website and proceeded to cancel there so as to have it on record of the cancellation prior to the day of the cruise. Then on the morning of the cruise, Jan. 15 I tried calling Susan Carbone again so as to inform her that we had cancelled because I didn't want to have any problems with getting our refund back. I believe I even called again on Sunday the day after the ship had sailed. I finally started emailing Susan on Sunday night. I got emails back finally on Monday morning from Susan and that's when she said we were only getting cruise credit and not for the full amount and that we were being charged a certain amount. Why are we being charged anything first of all if due to the pandemic we have no control. And we don't want credit we want a refund. We were told that we would get a refund when we were planning the cruise. Then I started to read all of the reviews and lots of people are complaining about the same issues. Your company is making promises of refunds only to cheat people out of their money. You are making lots of money due to this pandemic.
My husband is not happy about this and if not refunded, he will be getting in touch with any and every type of media that will listen to our story to let everyone how carnival cruises rips people off.