Carnival Cruise Lines
reviews and complaints

3 years of pain and suffering from Carnival. We were loyal to the Carnival cruise lines brand and valued customers. We even bought CCL stocks because we enjoyed cruising with them. In 2019 we booked a cruise for March 2020 We understood because of the COVID outbreak we couldn't go on the cruise. They promised us onboard credit for the next cruise. So we were good. That was the first.
We rescheduled for June 2021 the very next year. They had us all get vaccinated and we still weren't able to go because it got cancelled due to covid again. Again they promised us onboard credit and if we didn't take a refund they would roll it over to the next cruise plus a $600 onboard credit. That was the second.
Now on the third. We rescheduled for this year for November 20th. We all had to get vaccinated again because we had lost our cards. I proceeded online. Call customer care told them that we were going to use our credits and cruise but our reservation got cancelled because the representative never transferred the credit.
So we proceeded online and paid a deposit to hold the rooms again. Then we called in to transfer our previous paid cruise credits to the ones I had booked online and they had to roll over credit from the previous cruise they had cancelled. The representative said he had taken care of everything. Plus, we didn't have to pay a deposit But it will be used as an onboard credit, so we were happy. We were still a bit upset because they said we couldn't double the credits but we understood. We just wanted to cruise.
Come to find out, for the 3rd time the booking was cancelled due to that there was a balance. We called and they fixed it and promised us everything was good. And rebooked the same rooms, so we were good again. Then again the rooms got cancelled for the fourth time Because credits cannot be used towards taxes, that's the very reason it got cancelled and wasn't able to get fixed. So for the 5th time I called, got it fixed & paid the taxes and they promised that the taxes and deposit were going to be used towards cruise credit so I was OK because you know we spend money on the cruise, so we're good. In total, we have three rooms with a cruise carnival, two interiors and one balcony. It was not all credit we used, we paid regularly for the other rooms. All were paid in full with no balance at all. So yesterday, 10/27/2021 I got an email stating that One of our rooms was cancelled automatically by the system due to my two kids Who are young and not able to be vaccinated were not approved. This is weird because my other son was approved in another room and I had submitted it all on the same day.
So I preceded and called the same night and each call doesn't take15 minutes, it's a good three hours waiting. Then after all the wait, the representative told me I had to call the next morning because they weren't able to help me. So I called again in the morning. They told me that because my two kids were not approved that they had to cancel and there was no hope for us so this is where we're at. My only option was to get credit, there was no one I was able to talk to or supervisors able to change anything. my only option was credit and to forfeit my cruise credit too. I felt like my hands were tied with no other option. Three years later, hours of my life called customer care and still no resolutions. I really don't feel valued as a customer, a person or a human being.

3 years of pain and suffering from Carnival. We were loyal to the Carnival cruise lines brand and valued customers. We even bought CCL stocks because we enjoyed cruising with them. In 2019 we booked a cruise for March 2020 We understood because of the COVID outbreak we couldn't go on the cruise. They promised us onboard credit for the next cruise. So we were good. That was the first.
We rescheduled for June 2021 the very next year. They had us all get vaccinated and we still weren't able to go because it got cancelled due to covid again. Again they promised us onboard credit and if we didn't take a refund they would roll it over to the next cruise plus a $600 onboard credit. That was the second.
Now on the third. We rescheduled for this year for November 20th. We all had to get vaccinated again because we had lost our cards. I proceeded online. Call customer care told them that we were going to use our credits and cruise but our reservation got cancelled because the representative never transferred the credit.
So we proceeded online and paid a deposit to hold the rooms again. Then we called in to transfer our previous paid cruise credits to the ones I had booked online and they had to roll over credit from the previous cruise they had cancelled. The representative said he had taken care of everything. Plus, we didn't have to pay a deposit But it will be used as an onboard credit, so we were happy. We were still a bit upset because they said we couldn't double the credits but we understood. We just wanted to cruise.
Come to find out, for the 3rd time the booking was cancelled due to that there was a balance. We called and they fixed it and promised us everything was good. And rebooked the same rooms, so we were good again. Then again the rooms got cancelled for the fourth time Because credits cannot be used towards taxes, that's the very reason it got cancelled and wasn't able to get fixed. So for the 5th time I called, got it fixed & paid the taxes and they promised that the taxes and deposit were going to be used towards cruise credit so I was OK because you know we spend money on the cruise, so we're good. In total, we have three rooms with a cruise carnival, two interiors and one balcony. It was not all credit we used, we paid regularly for the other rooms. All were paid in full with no balance at all. So yesterday, 10/27/2021 I got an email stating that One of our rooms was cancelled automatically by the system due to my two kids Who are young and not able to be vaccinated were not approved. This is weird because my other son was approved in another room and I had submitted it all on the same day.
So I preceded and called the same night and each call doesn't take15 minutes, it's a good three hours waiting. Then after all the wait, the representative told me I had to call the next morning because they weren't able to help me. So I called again in the morning. They told me that because my two kids were not approved that they had to cancel and there was no hope for us so this is where we're at. My only option was to get credit, there was no one I was able to talk to or supervisors able to change anything. my only option was credit and to forfeit my cruise credit too. I felt like my hands were tied with no other option. Three years later, hours of my life called customer care and still no resolutions. I really don't feel valued as a customer, a person or a human being.

Carnival cruise cancelled my booking 3 weeks before sail die to vaccine exemption which isn't illegal. They did nothing to put me back in my balcony room or retain my 100% paid trip. Instead they issued a refund of my money and canceled my reservation that I had set and paid for 4 months in advance. Carnival did nothing to help accommodate this major inconvenience and as a result I've informed family and friends about this experience so they'll avoid sailing with Carnival as well to instead go with Royal Caribbean who clearly explains their covid 19 restrictions and won't cancel you automatically.

I recently had a cruise booked for Jan/Feb 2022. They sent an email 10/11/21 stating that all customers must be vaccinated to take their cruises. I called to cancel my cruise immediately as it is my choice to be vaccinated. I do not agree/nor believe that anyone can force me to inject my body with anything. I feel the vaccine is unsafe and was quite disturbed to see that this is the road they have chosen. When I tried to voice my complaint they told me that they do not have a department that handles complaint. What company does not have a way to voice a complaint? I was then placed on hold (a long time - 42 minutes) while they tried to find an email address that I could lodge my complaint. It's amusing that a company as large as Carnival, is hiding behind their customer service reps instead of manning up and taking the calls in a actual call center that handles customer relations/disputes. Guess it's too scary to handle my complaint personally, you would rather deal with me via email so you can ignore me. My personal hope is that other people will read this and realize that their rights are being infringed against and cancel their bookings as well. The way the world is, is crazy to me. Even stranger that the vaccine doesn't 100% protect you or 100% stop you from spreading it but you are making customers either have it or not come. Where is the logic in that?

I still have not received my refund on my credit card for the $130.00 price reduction. I was told it would go back to my credit card ending in 8996. I paid $959.72 and the current charge is only $829.72. The difference is $130.00 which I was told would be refunded to my credit card. We were given $50 on board credit for a previous Internet problem we had on another cruise in Dec 2019. We recently received an additional on board credit of $150.00 because the ship is having a problem in its maximum cruise speed and the itinerary had to be changed, being reversed to where Cabo San Lucas is now the last port instead of the first port and now from 6:30am - 2pm where as it was from 10am -7pm originally. It is our favorite port of call and now with the timing change it is a useless port of call. We received an email on Sept 23, 2021 at 2:20am regarding maximum cruising speed problem, (which we saw posted online that the ship has had a problem since 8/26/2021. That morning I called Carnival to express our disappointment and the customer relations representative totally understood because she had already received many complaints regarding this issue. I was told her name was Denise and that she would give us each $75 on board credit for the sudden itinerary change. We now have a total of $200 on board credit which I thanked them for. Denise also informed me that the $130.00 price difference would be refunded to my credit card. As of today I still have not received that refund.

I realized I was not receiving my acquired $500 onboard credit and called in to request the rate change using the actively current rate. After waiting on hold for over an hour and 45 minutes, being transferred first to the customer service, then Casino Rates department, then sales, then customer care, then back to Casino rates, this representative kept interrupting me, refused to acknowledge the better rate even after I was asked and complied with sending a screenshot, then decided they wouldn't help me and was going to transfer me again, and when I protested they again interrupted and eventually hung-up on me. The next service rep. continued with the interruptions while I tried to speak, and said he would transfer me, all along giving accommodating excuses for Carnival about their tied up lines. I expected and accepted longer wait times, but L. Mercer was the cream on top when it came to rudeness, condescending, interruptions, laziness and insubordination.

On June 11th I received notification from carnival that my cruise was canceled I purchased my cruise through vacations to go .com
My cruise agent informed me that I would get my full refund 3 months
which today is 9/27 and have not seen my refund . I called on 9/15 and was told by one of your rep that the money would have been refunded back to my card but I informed then that the card used at the time no longer exists . They told me they could not do anything unless more specifics on the cruise info . Below is the person that booked my cruise ( Rayce Payne [protected] ext 7822 his email address [protected]@vacationstogo.com
The booking info I have through vacations to go is L90XS8
Emilio Rosado Juanita Rosado larisa Lizardi Aynahli Lizardi

My wife and I were booked on the the Carnival Glory due to sail out of New Orleans on September 12th 2021. The ship was contracted to FEMA to house the recovery workers and this is commendable. The way it was done was not, up until almost the last few days everyone was of the opinion that the ship would sail, the ship managed to navigate through to New Orleans which was the largest hurdle. Unknown to us who were kept in the dark by Carnival plans were already being made to contract Carnival Glory to FEMA. On September 18th the Carnival President notified us that an agreement had just been reached with FEMA. This of course was the intent for some time prior and we were just kept in the dark. My wife and I are Platinum members and if you care to check we also have 6 future cruises booked. I believe the basis for a healthy relationship is truth and openness, this sadly was missing and needs to rectified.

I have few questions about the new COVID procedures for VAX guest, and one underaged unVAX guest. I also have a question as for my wifes name on the reservation is her maiden name. I have tried to change it many times online, and the web site keeps coming up with errors stating that name I provide does not match her VIFP account, and no where online can I update that info online. When I try to update the VIFP account it tells me that I need to call into Carnival and speak to a customer service representative.

When I call into Carnival using the web site provided phone numbers for the past 5 days, it continue to tell me that all service reps are busy, and to call back at a later time, then disconnects the phone call.

Booking Number is L46CR0

How do I get answers to my questions if I can not get through to a customer service rep, the web site is not user friendly for fixing mistakes, and is uninformative about specific questions.

We were booked on Carnival Breeze for November 18. However, due to testing protocols changing, the added expense (~$650) and the canceling of the children's programs, the restrictions for kids leaving the ship, have virtually wiped out our reasons for booking. Trying to get the test results back in time, 3 days, when many say to allow up to five days, is ridiculous. Plus the expense voids any savings we had. What are these kids supposed to do all day? Then, the adults cannot go ashore & leave them unattended. We never planned to buy any excursions and were not going to be pressured to do so. This is unacceptable, especially since Royal Caribbean has NOT cancelled their kid activities and is even offering supervision so adults can go ashore. I have sailed with both lines, but will only use RC in the future. I can't help but believe many of these changes were made to discourage booking with kids. Now you can advertise a "fully vaccinated cruise". I am beyond disappointed and very angry. Luckily, my grandkids didn't know about the trip. Never again!

I still not had any reply from all my emails I have sent, what a way to run a company. Also I will think very carefully about booking with Carnival again, because there are a lot other cruise company would like my money.

I have spent a lot of money with Carnival over the years and this is how you treat loyal passengers, you should ashamed of your self's.

COLIN WARNE

I called on 6/15 and was told can receive 100% refund if carnival doesn't end up sailing due to covid, was told to call back and receive full refund from carnival called on 9/6/21 and spoke with antoniette have until 12/31/22 to rebook and anything up to april 30, 2023 the amount is $496, 196 for insurance and difference is deposit that we paid she then said that resolution would have to verify that we did not receive any money back from aon and they would be able to push the refund through. Waited on hold for 30+ minutes and finally resolution answered and then immediately put me on hold. She then said we don't qualify for a refund as the retro date for the refund was 7/1 and we cancelled on 6/23. I advised that we were told by the prior rep on 6/15 that there currently were no restrictions or cut off dates to request the refund and he advised if Carnival cancels the cruise later then to call back and receive 100% refund for the deposit, insurance, and the money we already paid. She placed me on hold to ask a supervisor, after 10 minutes she came back said that she couldn't approve the refund even after she advised that the notes state the Carnival rep gave incorrect information, I asked for a supervisor and then she stated that the supervisors were not here today and that she would put in a request to have a supervisor call me tomorrow when they're back in the office. Carnival is not honoring the word of their employees and is making up rules as they go to avoid paying people back what they are owed. I have also been told multiple times that a supervisor would call me and never received a call. This is the worst customer service I have ever experienced by far.

I booked on the 29/8/21 for a cruise sailing on the 12/9/21 with [protected]@O and on the 30/8/21 sent proof of my shareholding in Carnival for the on board credit to Be applied. However I received a email back stating that it needs to be applied for no later than 3 weeks before sailing.
How can someone book a cruise 2weeks before sailing and get cabin, bedding. dining, exclusions, credit details and passenger info, but can't apply credit to my cabin in that period of time?

Also by applying for the on board credit near to the time of sailing it is proof that you are still a shareholder of Carnival share and you have not sold them to get the credit which you not entitled to?

Also we have done a lot of cruises over the years with different brands of Carnival, plus lost a lot of money on my Carnival shareholder, so it be nice to have the on board credit apply.

COLIN WARNE

Request a full refund and/or cruise credit due to a Positive COVID-19 Test result for Angela Kupcho on Booking number #L15HS9 for Sept 4, 2021; leaving out of Galveston, Tx . Here is her VIFP #[protected] . She was booked in Stateroom 2286 with her husband Joseph Kupcho who also could not go on cruise. Attached is a photo to the positive results. Thank you for assistance in this matter and we hope to be able to cruise with you soon.

I have booked a cruise with P@O on the 29 August 2021 sailing on the 12 Sept 2021 booking Ref: CN9DWC and sent proof of my shareholding of Carnival for on board credit on the 30 August 21. However I received a email back stating that it needs to be applied for at least 3 weeks before sailing for the on broad credit?

Regarding this complaint I have emailed back twice to Carnival share holder benefits and still not had any reply

In less than two weeks you can allocate cabins, dinning room times, excursions, check passports and credit cards and send numerous emails to us but can not do a simple thing like allocating our on board credit

We have done many cruises with Carnival over the years and stayed a loyal shareholder when shares went down drastically losing lots of money in the process of owning the Carnival shares

I await your reply asap
regards
Colin Warne

My name is Brooke Kidder.
Myself and a group of friends booked 18 cruise tickets through our travel agency Donna Reyher at Davis Travel in Niceville Fl back on September 12, 2019. She will not respond to us and her phone has been disconnected. We have no way of talking to anyone about our deposit money we paid. Nor are we able to get ahold of anyone from Carnival. Could you please provide us with some information regarding what current options we have with using the deposit funds that are being held as our deposit.
Booking confirmation is Bkg 9RWQ39

Thank you

I received an email from Carnival that says "Funtastic rates + Cheers! Prepaid bar package included." With a link button to "book now" directly under it. Sounds like a great deal to me, ‘click' . It takes me to a page with my VIFP number already in and at the top of the page it says " CHEERS TO YOU!
Get FUNtastic Rates
Includes CHEERS! / Bottomless Bubbles
Full non-refundable deposit
Maximum number of 2 guests in the stateroom
Eligible VIFP Club® Member must sail to qualify for this offer
Rate Code RU9 will be automatically applied at checkout"

With this "automatically applied at checkout. " In mind, I proceeded to find a "funtastic rate" and I booked a cruise. Only to find out the free cheers package was not "automatically applied at checkout" . I tried to add the drink package ($900 after taxes and gratuity) and apply the promotion code from the email. It says "promotion invalid". I try again, same thing. I call customer service and they were closed. I call today and spoke with someone. This person says no you booked with a different code. No, I never entered a code. Why since it is automatically applied at checkout?! He asks me to send him the email. I do and when I do I clicked the link again to see if it worked still. It did. Then he tells me he cannot get it to reproduce. I tell him I can would he like a screenshot? I tell him maybe it's because it's linked to my VIFP number. No you booked under a different promo. How did I do that when I followed the link just like I was able to do again today? He tells me you can book your same cruise and same room for 3x what I booked it for and he will give me the cheers package or o can pay the $900 for the cheers package. What?! No! That was not what the email OR the website says! Why can you not honor what the promotion says on BOTH the email and your site? We cannot get it to reproduce that so I cannot give that to you at that rate. You're getting a good rate just pay for the drink package. Yes it is a good rate as an matter of fact it is a to use Carnival's term a "Funtastic rate" and that Funtastic rate should include the drink package as promised. What is so hard about that? Because you cannot reproduce it (and we know why because he is not logged in with my VIFP number) then it doesn't exist? I've given you proof! Hold on let me speak with a resolution agent. Comes back on the line, yea they said the same thing, you got a good rate just buy the drink package. I would if the promotion didn't say what it says! So you're telling me I'm just SOL (SH&! Outta Luck)? He replied "yes". You've got to be kidding me…

So now I'm saddled with a nonrefundable cruise that should have a drink package and I cannot do anything about it. The advertisement and website are misleading at best and purposely baiting and switching at worst. This is unacceptable. Carnival do the right thing and honor the promotion.

Carnival,
Myself and my two 19 year-old nieces cruised for the first time ever, it was their graduation gift and my 60th birthday gift. Like most people, I saved my hard earned money for this trip and splurged on the one thing I thought I couldn't live without, a balcony.
As your rules dictate, SMOKING cigarettes and/or marijuana on the balcony was not permitted and could result in a $500 fine or worse.
Due to the neighbors on both sides and below us, we were unable to enjoy setting on the balcony morning, noon and night. Seriously the room next to me had a constant "weed" party on their balcony. I called guest services to make a complaint/report it, however I knew it was not taken seriously and nothing was done about it because, she didn't even ask me which room was I referring to and they continue to party on their balcony the remainder of the cruise. The other room next to me was a man and his wife, he would smokes cigarettes on his balcony several times a day, on the first day I stepped out onto the balcony and informed him that that wasn't permitted, he said "really" and kept smoking and flicked it into the Sea. What are the last evenings on the ship I stepped out on the balcony to bring in our bathing suit attire and that same gentleman and his wife/girlfriend we're fighting so loud and ugly that I actually was a scared for her. I open my main cabin door, stepped out into the hallway inform one of your employees to please call security, again to my knowledge nothing ever happened.
One evening having dinner out by the "quiet" pool area there was a woman incredibly intoxicated whose behavior was out of control, very crude and there were children around. I know you want to make your guests happy, but truly the bartender should have cut her off. So I went to find a security guard, he walked back with me to the area and all he did was watch her, never approached her-
I know I must sound like a prude, and that I want to get people in trouble, but that's not how it is, I want people to have fun, but they took our FUN away by not following your rules.
The cruise itself was not enjoyable for these reasons, I know you want to be the "fun ship", but at what price?
I returned home feeling truly sad and so upset that my vacation was not what I hoped for, it's not just about the money, it's about FIRST cruise experience in my life spent with two most important people to me-RUINED.
Of course everyone's been asking me "how was it"? My response has been "do not cruise on Carnival Cruise line".
Booking #N50JZ4
Sunrise Aug [protected]
Judith Moore
Rm 9266

As a Carnival Cruise Line guest who has sailed many times with Carnival I am deeply concerned with the seemingly deceptive business practices used by Carnival Cruise Lines. I have nowhad a minimum of 4 cruises canceled due to COVID. I believe there was a 5th in April 2021 canceled but I have lost thee paperwork. While I completely understand it is in no way Carnivals fault that there was a global pandemic. The problem I have on each canceled cruise we were given the options to carry forward our cruise with only the taxes and port fees being refunded. Each time we stayed with Carnival and were promised a $600 on board credit (OBC) as long as we re-booked within a period of time and cruised before 2023. Each time we have done exactly what Carnival instructed. We originally had a $200 OBC for our first of these cruises. We then chose the credit and to carry our funds for the cruise forward.

Now after 4 canceled cruises where Carnival offered a $600 OBC (totaling $2400 plus the original $200 from the first cruise should have left $2600 in OBC's. While this may seem a lot of money we kept moving forward even though we kept losing monies on hotels and air fares that had to be canceled.

Now we have rebooked two cruises again but are being told by a cruise representative that we only have $200 in on board credits and they cannot be used on these two cruises since they are not the same cruises that were canceled and we were not paying enough on these reduced price cruises to claim any additional on board credits above the $200 offered when booking these cruises. This is beyond belief. How can you not give the credits promised ($2600 total) because you cant get more than one OBC per your representative (yes we were offered $200 OBC when we scheduled this next cruise). Please consider abiding by your own offers and meet the promise you offered. Please explain why we cannot use any of this total on our next cruise - additionally please explain exactly when we can use any OBC's previously promised.

My Carnival Cruise Lines VIFP number is : [protected] Gold Level

Here is the cruises we were booked on:

Booking Number 9GKZ73 Departure: 19 April 2020

Booking Number G75PM0 Departure: 13 Sep 2020

Booking Number G85HV5 Departure: 16 Jan 2021

Booking Number L43VG3 Departure 18 July 2021

Upcoming Cruise N16TT2 Departure 21 Aug 2021

Dale McKitrick
10346 Valor Ct
Colorado Springs CO 80925

NOTE:** MY ACCOUNT WITH CARNIVAL HAS HAD ME UNDER TWO DIFFERENT NAMES: Dale McKitrick and Dale Mc Kitrick

We are booked September 25 from Long Beach 4 cabins 8 adults 5 children. This change does not give us a long enough pre warning to get our money back on the cruise based and carnival's rules which since it does not give ample notice to cancel is an unfair rule. To get all of us tested will be $2700 extra out of pocket expense, discomfort for the children who are too young to be vaccinated since they will have to be tested twice in 3 day period of time, not to mention since we arrive 3 days early and do not have a vehicle a challenge to get tested. I understand carnival taking its cautious approach but it should allow us to cancel for a full refund since it was Carnival who made the change in the rules without long enough warning to get a full refund. Again I know this is a difficult time for the cruise industry but I should not be penalized for their failure to give ample notification to cancel with a full refund