Carnival Cruise Lines
reviews and complaints

Hi! We are booked on a Carnival cruise in November and very much looking forward to it. But this new rule about having a COVID-19 test results within 3 days of departure is freaking me out.
Why? There simply isn't enough time to get a test with results within 3 days and travel and be at the port in the noon-3:00 boarding window.

Moreover, to get fast results, the tests cost $150-$300 apiece. (All the companies imply that these tests must be paid out of pocket; no insurance coverage!)

We are already trying to figure out how to comply with this new rule but none of our travel plans fit ... do we have to add in two nights of hotel$$ in Orlando, plus pay $300 or more in test fees for the pleasure of cruising with you?
I know the policy starts soon, so you will no doubt hear a lot more about it. But just fyi the 3-day test results rule looks like a Catch-22:
We can't get tested at home, get results and drive to Florida in time for departure. No cruise for us.
If we stay with family in South Carolina, it might be possible to get fast results for $150 each ($300) and then drive like hell to get to Port Canaveral in time to board. Very stressful start to a cruise.
If we test in Florida, it will cost us an at least an extra $700-$800 (hotel rooms + fast tests). That's like (almost) paying for a third person in our cabin. Expensive and very stressful start to a cruise.
Please rethink this BYO pre-boarding COVID test policy.
Best wishes, DandC

Our itinerary has completely changed from what we paid for. Even though we bought vacation protection, it looks like we can only get 75% of our money back if we cancel. Carnival is continuously changing Covid protocols rather that saying they have cancelled the original cruise so they can keep our money. So now we are booked on a cruise we didn't choose, have to prove vaccinations, have to have negative Covid test, and have to wear masks. This is NOT the cruise I paid for. I've cruised with Carnival over a dozen times in the last forty years and am now shopping for a new cruise line. Offer refunds as you should be doing!

Was booked on wrong date. Friday 30JUL21 while driving across country. Got home to Texas and was going over addon services and realized carnival rep book wrong date. Called Monday 2AUG21. After being on hold for 58 minutes was told I should have checked my conformation email while driving and called back. Was told if I wanted to change I'd have to pay almost $400 more. Asked for supervisor and was told they don't have one them placed back on hold. 1 hour and 31 minutes later still on hold.

Mardi Gras - Cabin 10363

Size: 410 sq. ft. Balcony 205 sq. ft.

Occupancy: 2 to 5 guests

Cabin Category: DS

Amenities: Two twin beds that convert to a king-sized bed walk-in dressing area with ample closet space some staterooms also have a single sofa bed single sofa bed and upper pullman bed or double sofa bed and upper pullman bed desk and seat armchair and interactive flat-screen TV dining table with 2 chairs and window bench seat private bathroom with-in double rain shower large balcony with lounge chairs and al fresco dining table 110 AC current individual climate control mini-safe phone and hairdryer. Additional Carnival Excel Suite amenities include complimentary access to Loft 19 plus priority cabana reservations dedicated concierge phone line guaranteed reservations at most specialty dining spots sparkling wine and fruit basket upon arrival Bottomless Bubbles soft drink package complimentary room service on-demand movies and laundry service upgraded bathroom amenities coffee maker and suite amenities including priority check-in and express boarding priority Main Dining Room time assignment priority debarkation at all ports two large bottles of water pillow-top mattress and bathrobes.

I just copied this description of the cabin I booked on the Mardi Gras for my January 29, 2022 booking. The description above is what I was told I was getting with my room. Last week I had a carnival employee call me to inform me all of the amenities/perks in the above paragraph have been canceled. They are no longer available as perks to my suite. I asked to speak to a manager and I was told a manager would call me back within 72 hours. I waited the full 72 hours with no return phone call. Again I called Carnival and asked to speak to a manager. This time I was told no manager would be calling me back. I was told by the Carnival employee that Upper management were the ones taking away the perks and had made it very clear that they would not be addressing any complaints.

Honestly I do understand some of the changes due to the Pandemic that Carnival has had to implement, but how is taking away any of the perks that came with this room going to help stop the spread of COVID? I paid for a booking that included the above perks/amenities. No refund of any money was offered to me. No explanation as to why. This will be my 5th Carnival Cruise and I have to say I am very disappointed. Shame on you Carnival for being dishonest and for thinking you are above having to answer for your actions.

We were supposed to sail in May 2020, but when COVID started we received emails regarding things we would get if we did not cancel by ourselves, so we waited just in case we could take the trip.

Carnival Cruise Line is offering passengers up to $200 of extra onboard credit if they keep their scheduled bookings through May 31.
https://www.businessinsider.com/coronavirus-carnival-cruise-offer-onboard-credit-keep-booking-2020-3
Carnival Cruises Offering Free Drinks to Guests Who Don't Cancel hhttps://www.bloomberg.com/news/articles/2020-03-08/carnival-cruises-offering-free-drinks-to-guests-who-don-t-cancel

Now Carnival is saying otherwise.

I'd like for someone to answer my question and not go around in circles.

My initial email to you is January 22, 2021!

Carnival just cancelled two cruises we have booked 7/10/2021 and 10/09/2021 because my husband uses oxygen. We are long time cruisers with Carnival and they have been aware for the past 3 years of his disability. We are also both fully vaccinated. But, they are now allowing un vaccinated persons to cruise and are taking their booking.

This is totally wrong. They have announced no cruises for anyone with disabilities right thru the end of 2021.

Booking Number - N00KL1-Lorelei Hagans-Floyd, Horizon Ship-Sailing Date: 7/18/21. After thoroughly checking and keeping a close eye on our cruise. Yesterday I found out about an exemption form that was sent out via email from Carnival that said if we had children we had to fill out this exemption form and send it back asap. I did not receive the email - [protected]@mcohio.org - nor was I told by vacation planner Marta Castillo 82898ext. I am also Marta Facebook friend to keep in close contact with what is going on within the cruise line community. So now I hear that in less than a week they reached the 5% that can be exempt and we can't go on the cruise with our children (ages 18 months and 5 years old) and we have no option but to cancel our cruise. We have a total of 9 people that have taken off work, made hotel, flight and car reservation and to find out there is nothing we can do but cancel. I was told by Vernon, your Lead Agent, in your complaint department, that my VIFP number was not connected to my email so that is why I didn't receive the email. But with all that said, there is nothing that can be done we are just out of luck. You can imagine my heartache and frustration. I understand it was a late call by the CDC but Carnival Cruise Line should have put an alternate plan into place, once the information came down from the CDC. I have not felt so disappointed and helpless. Just sorry cancel your trip, Wow!

I have been a customer since 2018, in december 2020 I redeemed points for (2) $100 target gift cards and (1) $50 card I also updated my address to insure the cards would be mailed to the correct address.
March of 2021 I inquired about the cards and was given a estimated timeframe of 8 to 10 days
Today I was told by a rep cards will be reissued again! I asked to speak to a supervisor who informed me
1- I should have updated my address and waited 24 hours for the system to update then placed my order
I was not told this by the rep who helped me select the gift cards
2. I was outside of the 90 window for card trace and redemption he didnt care that I was force to move in a pandemic and the postal service was/is strained to deliver mail timely due to covid 19

Debra simmonds
111 adams mill road
Simpsonville sc 29681
864.360.7599
[protected]@charter.net

Carnival generously (?) offered two of their cruise liners up to help evacuate people from the island of St Vincent where a volcano is erupting but said they'd only take passengers who got the experimental covid vaccine first. This violates the Nuremburg code which clearly states that humans should not be subject to experiments without their full informed and uncoerced consent! The alternative for these poor people? Stay and face a volcano? Pure evil. I will never give you my business and hope that your entire business collapses under the weight of covid restrictions as that would be a fitting and ironic demise.

I put down $75 deposit for five people to cruise in July of 2021. The group that I was traveling with has cancelled the cruise all together. I am being told by several agents that my deposits are non refundable and will be forfeited if I cancel. With everything going on with the pandemic. Carnival wants to keep my money or force me to sail at a later date. With my medical conditions isn't safe to do. It's not like I don't want to sail. I am requesting to have my deposits refunded

k69rv4 k69st7
You canx my cruises, sorry for us both, I called and rebooked for june and nov But I got this letter for both my cruises that you are charging me a service fee, see letter below. and I got a letter for cruises that 100% refund or rebooking, it's not anyone's fault my cruises keep getting canx its covid but charging me this fee is unacceptable please look over above bookings and give me a breakdown thank you

Cancellation letter
12/3/2020
Attn: Anna
Anna Lawver
706 CRICKET HOLLOW LN
EUSTIS FL 32726-3938 US
RE: Non-Refundable Cancellation Confirmation
Booking#: K64FS9
Dear Guest/Travel Partner,
We are sorry that your reservation has cancelled. As you know, your cruise fare carries a non-refundable deposit.
However, we've extended a future cruise credit in the amount of the deposit received less a $50 pp service fee.
The future cruise credit must be redeemed within 24 months from the date of cancellation, for bookings available under the same currency, and can only be applied to your cruise fare. The future cruise credit is non-refundable, non-transferable, and any unused portion will be forfeited. After you have booked your cruise, please use the link below to provide us with the new booking information so we can process your cruise credit.

Please note, should your new reservation cancel at any time, applicable cancellation penalties will be assessed and the offer will be forfeited. If you receive a refund or any other compensation from any party or travel insurer, this offer will be void..
Booking Ref: K64FS9
Mardi Gras
03/20/2021
Guest Names Cancellation Date Penalty Assessed
Anna Lawver
12/03/2020
USD 524.00
Charles Cantrell
12/03/2020
USD 524.00
We're looking forward to having you sail with us in the future.
Sincerely,
Guest Services
Carnival Cruise Line,

As of march 23.2020 I contacted carnival cruise lines and requested a cancellation of an upcoming cruise reservation (september 26.2020) due to the coronavirus pandemic.
I was told by the person that we would be charged 150.00 for the cancellation, and the remainder of the deposit would be held for a later 2021 cruise. The amount they kept was $1, 100.00
Upon calling today (september 29, 2020) I was informed that amount has been refunded to us!
Simply put, that amount was never refunded.

Book a cruise with Carnival back in early summer for a departure in January 2021. Carnival CANCELS the cruise, sends a cancellation letter and keeps the non refundable deposit. Here, let's put this in plain English. Carnival SCAM! Carnival CANCELS it was not cancelled by the paying party. No excuses or exception when the CRUISE LINES FAILS to deliver. Let's level the playing field, Carnival YOU cancel any CRUISE you DOUBLE the refund for using the customers money.

CARNIVAL CRUISE LINE
3655 NW 87 AVE
MIAMI FL 33178 US
RE: Non-Refundable Cancellation Confirmation
Booking#: H42ZP3
Dear Guest/Travel Partner,
We are sorry that your reservation has cancelled. As you know, your cruise fare carries a non-refundable deposit.
However, we've extended a future cruise credit in the amount of the deposit received less a $50 pp service fee.
The future cruise credit must be redeemed within 24 months from the date of cancellation, for bookings available
under the same currency, and can only be applied to your cruise fare. The future cruise credit is non-refundable, non
-transferable, and any unused portion will be forfeited. After you have booked your cruise, please use the link below
to provide us with the new booking information so we can process your cruise credit.

Please note, should your new reservation cancel at any time, applicable cancellation penalties will be assessed and
the offer will be forfeited. If you receive a refund or any other compensation from any party or travel insurer, this offer
will be void.
.
Booking Ref: H42ZP3
CARNIVAL BREEZE
01/10/2021
Guest Names Cancellation Date Penalty Assessed

07/27/2020
USD 100.00
USD 100.00

I have fully paid for 2 cruises on the Carnival Fascination that were each scheduled for departure on June 7, 2020. The cruise line confirmation numbers are: 7XFH26 and 8RNV75. The cruises were cancelled due to Covid-19. I could not reschedule this cruise, therefore I requested to be reimbursed for both cruises. I completed the request to cancel the cruise on 4/13/2020. I was informed via an email from Carnival Cruise Line that it would take 90 days to receive a refund. On July 10, 2020 I called regarding my refund because I had not heard from the cruiseline. I was informed that I would have to wait another 2 weeks regarding my refund. I called Carnival again on 7/25/20 and was told that I had to go through Vacation Outlet. I contacted Vacation Outlet and they contacted Carnival Cruise Line for me, who informed me that it would take another 2 weeks before I would receive my refund. I paid for both cruises in full before the requested deadline date, yet I have received no refund from the Carnival company. I am fully aware that the Covid-19 pandemic was not anticipated, but these transactions are typically done digitally, which should not take this long to redeem. Those monies that are sitting in some bank account are receiving interest on behalf of the cruiseline and not the customer. As the customer, I have done everything asked of me to no avail. I have cruised with Carnival on eight occasions, but I am not certain that I would want to cruise again with this company based on my current experience or not. We are now in the digital age and it should not take this long for resolution.

I booked my first cruise with Carnival recently for Dec 2021. That is a mistake I will never make again. I usually book with Royal Caribbean. We booked a cruise with Royal Caribbean before the coronavirus. It ended up that booking was a non refundable deposit but Royal Caribbean is letting us book it out a year on their Lift and Shift Policy. We are wanting to do that because we are senior citizens with medical issues and want to book it out hoping a year later the coronavirus will be gone. With the Lift and Shift Policy we would have to change our reservation to the same time we have our Carnival reservation. So we wanted to move our carnival cruise out from Dec 21 to Feb 22. We have gone on many many cruises and as long as we changed our reservation before the final payment we were always able to change our reservation without any charge or penalty. It seems Carnival has very strict cancellation policies compare to other cruise lines. We will never book with Carnival again. If we go on this cruise it will be our first and last one. Royal Caribbean is a much better cruise line. BUYER BEWARE!
Disclaimer: Before I wrote this review I talked twice with our travel agency and once with Carnival on the phone. I spoke with both of them on July 9, 2020

My Sept 26 cruise was cancelled and I selected the option to rebook and recieve $600 onboard credit. Instead I get a letter back that says they have given me credit for only my deposit minus $50 PP fee since it is a non refundable deposit. I don't want the money back but I want the full deposit credit along with the $600 onboard credit. I would like to rebook but if this is not honored will not be doing so. Thanks for addressing this. Daniel K

Me and my family has a cruise booked in march.we understand it was out of carnivals control. So we reschedule for another date and it was cancelled alao. So we reschedule for a third time. The first cruise that cancelled we used the got streak bonus which I was supposed to get $500 and free drinks in the casino. Well when the cruise was read they said I had to pay an extra $600 for the same cruise but the was going to give $300 per room onboard crwdir.plus the $500 got streak bonus. The second time we had to reschedule they said I had to pay another $300 but that the got streak bonus was no longer available. So we paid more money for the same cruise but we were to receive no casino cash. But now that it has been cancelled this time we just decided we have paid carnival enough and every time we get less incentive. So we decided to get a refund and cruise with royal Caribbean. But now carnival said it would be at least 90 days before they would send my refund. This is not right carnival has has my money for 8 months now they want to keep it another 3 months. They took my money out of my account in 10 seconds so why take 90 days to return it?

My cruise was canceled on Mar 16 2020 & I have still not recieved my refund. I filled out the form on line on Mar 30 2020 to get the full refund. About 4 weeks ago I was told by Carnival customer service that my refund had been processed & I should be seeing it any day - 4 weeks later still no refund. I have now been waiting 96 days for my refund. Today I was told by Nicole in Customer service that she was not allowed to discuss the status of my refund, and that she could be fired for doing so and to just be patient. I was patient for the first 95 days! I need my money back.

I had a cruise booked when the COVID-Virus hit. The cruise was canceled of course, and we rescheduled. However the first cruise had insurance as does the re-booked cruise, however I'm being charged twice for this. There is a balance on my current cruise of $230.00 which is the amount of the insurance and I don't understand why I would be required to pay again and everything was transferred.

i'm currently scheduled to sail on the mardi-gras 5-12 Dec 20 booking #C10FP9 i'm 67 years old. I'm worried about the virus surging again in the fall according to the experts. At my age i'm in the high risk target range. I was wondering if my $289.00 penalty could be put as a credit towards a cruise in 2021. I'm still working on trying to get my platium card. Thank you
Mr Lawrence Owens

I can be reached at [protected]@bellsouth.net