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Carnival Cruise Lines Complaints Summary

941 Resolved
335 Unresolved
Our verdict: You can expect a very good level of service from Carnival Cruise Lines. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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3:06 pm EDT

Carnival Cruise Lines upgrade

I contacted Carnival Cruise this morning to see if we could upgrade our room to a balcony room! More money for carnival right. Well the customer service agent 1st told me I had to be transferred to another department to do so. Okay that was fine. She comes back on the phone and tells me she can make the update. That was fine as well. Then she tells me I can not upgrade my room because I booked under a promotion which i didn't. The difference was under a $100 to upgrade and we were willing to pay that. Then she comes back and tell me I can't upgrade because I already paid for the cruise in full and not in payments. I was not giving the option to put a deposit down and make payments when i booked our cruise so That was not a option for me. Then the agent tells me she can updated it but she will have to cancel our current booking and we would lose 75% $938 of our payment. Then she would have to rebook the cruise for the complete amount so we would be losing $938 just to upgrade to a room that was under a $100 difference. This is our 1st cruise with your company and it is for our honeymoon, but already we are not having a good experience with your company. If this is the kind of customer service we are going to recieve on the cruise as well we will make sure to never book carnival again. There is no reason we shouldn't be able to upgrade when the cruise is 3 months away.

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5:42 pm EDT
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Carnival Cruise Lines refund not received

I am writing to get resolution to an issue from 06/22/19. On 06/22/19, I woke up to an email cancelling my cruise because Vista propulsion issue. I do not understand "Why would Carnival (Vista) suddenly cancel a cruise for an issue they knew about since February 2019?" In the email, I was told they would process the refund and I used Gift cards for the cruise. My cruise had an individual booking number with my name but Carnival shipped the refund to a Group Leader. The Group Leader did not make my payments and Escalations assured me the refund would be mailed to me. If the Gift Cards were sent to me as they promised, we would not have any issues. If you check the booking you find numerous calls from me regarding the refund. Now there is $375.00 still outstanding for which I used a $500.00 Gift Cards: $375.00 on booking #3VVJ33 (SON) and $125.00 on my cruise (3VRS45) I'm told to contact the Group Leader. I've spoken to the Group Leader several times in which he states Carnival sent 3 different Gift Cards as follows: $2000.00, $1484.50 and $100.00. Although I've spoken to numerous Customer Care Agents, Escalation Agents and other departments, neither of them provided consistent information. It is very frustrating and very aggravating to talk to so many people and don't what to do or where to get additional information. The last person I spoke to Hilda (Escalations). On 07/26/19, Hilda called me to tell me again to talk to the Group Leader but he was on the line with me. No one took responsibility or Ownership of the issue for a One and Done resolution.
Therefore, I needed to find another cruise in that timeframe because I'd scheduled that time from work. Although Carnival provided a discount for another cruise, I had book a flight to get to the worst Ship ever (Ecstasy). We were plagued with sewage smell where we had to sleep someone else room. Then we dealt with Cold food and not so good food in the Dining Room so I ate on the Lido Deck each night. Guest Services wasn't very helpful nor did they care that we had to endure the sewage smell.
Below are the correspondences via Facebook Messaging:
JUN 20, 2019, 5:28 PM
I am a Senior Citizen on a fixed income that added Cruise cash and made my payments so it would not create a financial hardship. In July 2018, I purchased a cruise on the Carnival Vista in the amount of $1532.00. I made my last payment to them in October 2018 along with placed $300.00 for Cruise Cash. Due to excessive charges on a cruise, I decided to get a Cash Account that way I can control the charges. Apparently, Vista started having maximum speed issue since April and tried to correct it without losing money. As a business, once they found the cruise needed to be cancelled, they should have started pulling all cabins from different cruises from Galveston Port to provide to us to make it more convenient for loyal cruisers. They did not do that because they wanted more money. On 06/20/19, I received an email from Carnival stating the cruise was cancelled. They decided to provide a 100% paid cruise which is great. My cruise included, cabin, taxes, Vacation protection packages and gratuities. I feel everything on the Vista Cruise ship on 07/13/19 should be included in the Free Cruise. We paid according to their terms and conditions without cancelling. My family decided to cruise in the month of July because that is when we can all be together. Due to Carnival canceling he cruise, we have to find another cruise and pay out of pocket because will not allow us to use the free Cruise. That is Ridiculous! Every agent I spoke to this morning provided different information for the questions I asked...no consistent verbiage. The red flag for me was we needed pay again for another cruise where we have to fly out. This flight cost us $400.00 and some of us $1400.00. Therefore, the cruise they gave us isn't free. They have disrupted our work life, family life and created a financial hardship.
I'm very sorry Marie for the disappointment this has caused you and the family. Mary
JUN 25, 2019, 2:11 PM
R Recently, my cruise on 7/3/19 was cancel to propulsion issues. Carnival stated they would be issuing refunds for the cruise. We have a Group Leader and I'm told the refund is mailed to the Group Leader. I do not want my refund mailed the Group Leader especially since I pay for my cruise under my profile. Is it possible to have my refund mailed to me instead of the Group Leader?

Thanks for messaging us. We try to be as responsive as possible. We'll get back to you soon.

Hello Marie. If you give our Guest Solutions team a call at 1.800.764.7419, they will gladly look into this. - Shaneto them and was told the refund would be sent to the Group Leader

That would be all we could suggest Marie. I am sorry and wish we could do something for you here. - Shane
The only other suggestion would be to call back and ask for a Supervisor. - Shane
9:58 AM
After the cancellation of the Vista Cruise for July 13, 2019, Carnival started the refund process. I've been trying to get the last payment of $375.00 but have been unsuccessful. I was told by escalation they would send the payment to my address. When I called to confirm the shipment of the refund, I was told they sent it to the Group Leader. Group Leader states Carnival did not send a Gift Card for $375.00. I have been going back and forth for the while now. Carnival will not provide the Gift Card number nor will they check to see if has been redeemed. However, I did get some assistance from Hilda in escalations. Carnival keeps telling me to talk to the Group Leader but I'm told he did not receive it. I've left several messages for Leah Joplin in Group to call me. I cannot believe Carnival cannot cross reference the Gift Card refund and tracking number for a resolution. At this point, I believe Carnival have no intention of refunding my payment. This is why I needed to request assistance from Florida Attorney General Office

I've made every effort to resolve this issue so now I've had to involve different agencies for assistance.
I want my $375.00 release immediately or documentation for the issuance of the Gift Card, tracking number, gift card number with any other information. I've spoken to everyone I could talk regarding this issue but still do not have a resolution.

If there are any other questions, please feel free to contact me @ [protected].

Sincerely,
Lannie Arrington

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Carnival Cruise Lines horrible customer service

My adopted daughter and I were booked for a cruise Aug 1, 2019, She went into the hospital suicidal on July 18, 2019 for the 3rd time (she wanted to stab herself to death or throw herself over a balcony). She was in 3 hospitals that one night-- The hospital discharged her Aug 26, 2019 because they cant help her and she has to go to a residential treatment center to help her with PTSD. She has to go to further treatment--she is on a waiting list.

On July 21, 2019 I called Carnival and told them that I had to cancel my trip due to the suicidal situation and I wanted a credit for both of our cruises. They told me they will refund the port taxes to my credit card and then give me a full credit for both of our cruises for a future visit once I email them documentation from the hospital. I asked if i could provide the info first but they said no, said you have to cancel first. So--I trusted them and cancelled our trip. I immediately sent them the hospital note showing she was in the hospital and a letter that her EMDR therapist specifically wrote to Carnival suggesting we dont travel due to Rita's saftey.

"Guest Administration Coordinator" Cheria Walden at ph#800-438-6744 ext 70450, icare@carnival.com replied and said she will only give us a refund for 50%, not 100%. She didnt care that my daughter needing more treatment has prevented either of us from going on our cruise. CHERIA WALDEN DIDNT CARE AT ALL. I emailed her 2 times to reconsider and she absolutely refused. I asked her to provide me contact info for the CEO or anyone above her and she never responds

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Nicole Maloney
, US
Dec 04, 2019 2:17 pm EST

Both of you need to understand that people purchase travel insurance for these emergencies. You are asking for the benefit of travel insurance without having purchased it. How is that fair to all the people that DID purchase it?
Cruising is not the same as air travel and you should have done some research first, before booking.

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shemica
, US
Sep 11, 2019 4:26 pm EDT

I would love to say my family and I love Carnival Cruise Line, very disappointed with them at this time. My mother took her first cruise at the tender age of 65 and had a ball. We decided to book a cruise for September 14, 2019 for the family. Unfortunately on August 13, 2019 she had surgery on left foot with resulted in the removal of her 3 middle toes. She was still in good spirits because the physician told her that the recovery time would be 4 to 6 weeks and she would be able to go on the cruise. On August 25, 2019 my mother was rushed to the ER for left foot pain, there we found out that she had an infection in her foot that had caused gangrene to set in. On August 26, 2019 went to her doctor's appointment and got the devastating news that she would have to get her left leg amputation under the knee and that the recovery time is 6 to 8 weeks, even in the midst of all that she still asked the physician would she be able to go on the cruise, on August 28, 2019 she had the surgery and on the road to recovery. I was advised to get a letter from her physician stating the above and I did and faxed it over with the above. On today September 11, 2019 I received an email stating that my mother would receive at $378.51 and she paid well over $900, also that her companion would receive $214.15 and I think he paid over $700 and this is all onboard credit. My mother have been through so much and we where even planning a recovery party on the boat, at this time I can't bear to tell her that carnival is not willing to give her a full on board credit. My mother is still in the hospital under Rehabilitation care. Can someone please contact me Blessed_010271@yahoo.com ... booking number 5STW1. I can provide physician documentation. If my mother could be on this boat she WOULD!

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Carnival Cruise Lines pictures bought but never received

For our Cruise trip we bought pictures trough the company of different events. The app tells us that the pictures are downloaded but it wasn't.
I have sent e-mail to tell them about this but haven't received any answer about this.
I would really like to receive those pictures as soon as possible because they will be deleted without us receiving them.
Our cruise date were from 13th of july to 20th on the Carnival Breeze leaving from Orlando

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Frankey Pilgrim
, US
Oct 07, 2019 9:59 pm EDT

My Wife (Scharlotte Hackney) and I (Frankey Pilgrim) missed our Vacation with you on September 30th on the Carnival Cruise Ship the Dream our Booking Number was 8TWZ80 it was from Sep.30 though Oct 5th. We missed the Ship due to a death in the family we was going to cancel the whole vacation but, we figured we would make it back to Houston in time for our ship but we was 15mins to late. So now that the cruise is over we was wondering if we could receive a refund or at least some of our money back to put on another cruise... Please let us know.

Thank you
Frankey Pilgrim and Sharlotte Hackney
fpilgrim45@gmail.com or hackney35@gmail.com
[protected]

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Dallas cowboys
, US
Sep 17, 2019 4:02 pm EDT
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My wife and I had a cruise scheduled, and she was unable to attend because of a sick aunt. I was wondering if we receive refund for her portion. The cruise was carnival Victory. Sail dates were Sept 9 -13 Booking Number 8LDX93 State room 1262 Deck 1 Please let me know James lee at [protected]

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Carnival Cruise Lines customer service

All of a sudden my password and email did not work online. Had to set it up again. I had 3 booked cabins on two different dates. Lost my booking number. They would not help me without a pin number. Finally found my booking numbers but they still could not find my cruise. Angry and called again. I wanted my booking to show online. The 2nd customer service agent sent me to technical support which was closed for the day. I myself was able to finally figure out how to get my booking to show up online with no help from the stupid agents who were supposed to help. There has got to be another way to help a customer find their cruise! I told them I do not remember ANY pin number that was supposed to be given to me.

Last time I cruise on Carnival.

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Carnival Cruise Lines wanted to upgrade

7/25/2019 booking #8QHT53

I contacted Carnival Cruise this morning to see if we could upgrade our room to a balcony room! More money for carnival right. Well the customer service agent 1st told me I had to be transferred to another department to do so. Okay that was fine. She comes back on the phone and tells me she can make the update. That was fine as well. Then she tells me I can not upgrade my room because I booked under a promotion which i didn't. The difference was under a $100 to upgrade and we were willing to pay that. Then she comes back and tell me I can't upgrade because I already paid for the cruise in full and not in payments. I was not giving the option to put a deposit down and make payments when i booked our cruise so That was not a option for me. Then the agent tells me she can updated it but she will have to cancel our current booking and we would lose 75% $938 of our payment. Then she would have to rebook the cruise for the complete amount so we would be losing $938 just to upgrade to a room that was under a $100 difference. This is our 1st cruise with your company and it is for our honeymoon, but already we are not having a good experience with your company. If this is the kind of customer service we are going to recieve on the cruise as well we will make sure to never book carnival again. There is no reason we shouldn't be able to upgrade when the cruise is 3 months away.

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Carnival Cruise Lines drink package

I will never buy there drink package again, I watched them make my cocktails, they give a quarter shot or less per drink. I got where I just ordered a shot. Why be cheap when you are making good money and making your customers happy. My wife and I went with two other couples, no one was happy with carnivals drink package, none of us will purchase this package again

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Carnival Cruise Lines cruise

There was a bad sewage smell in my cabin and the ship but they could not resolve the issue. Some of the guest services representatives are very however I talked to a few that were rude and condescending. They made us feel as if we caused the sewage smell or did not know what we were talking about. I've been cruising with Carnival since 2003 and enjoy each one until 2017. Since 2017, the representatives, treatment and condition of ship went from excellent to very poor. Carnival was known for great cruises, good customer service and fun-gastric adventures and I was so excited about the cruise.
My Vista cruise was cancelled so we had to schedule another cruise that include flight cost. Carnival did tried to resolve the issue and I do appreciate everything. I am so frustrated because the refunds from the Vista cruise was so messed up.
All and all I do like cruising with Carnival but should re-evaluate hiring practices and condition of the ships.

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Update by karlecia
Jul 22, 2019 5:04 pm EDT

Kids were knocking on cruiser doors and running. Also, I had a knock on the window at sea which turns out the window loose...scary

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Carnival Cruise Lines lack of security and passenger protection

Recently our son attend a 8 day carnival cruise along with another family. On the last night he was on the elevator along a several friends he met. Another couple enter and upon their exist the male ( intoxicated) looked back and shouted to our son and his friends " Do you have something to say". Shocked, our son didn't respond. As the elevator door opened, the male started to leave. He stopped spit on our son then sucked punched him. Started to leave again spit on the girls. Jumped on our son and began to beat him. Our son laid on the elevator floor the man jumped on him and began to choke him. Everyone was in shock over the situation. Our son was unconscious the continued to punch and shout racial slurs and marine, marine, marine. He finally left and our son was carried to him room. The ship's captain was notified and medical treatment administered. Carnival's attitude was every nonchalant as if this was a common occurrence. They explained the have no way or facilities of holding someone so they couldn't endanger someone else. They did speak with the man and he admitted causing facial damage. However nothing was done. Everyone is now I traumatized. Not to mention the bills we have incurred.

What is the cruise lines policy regarding a passenger fighting and beating another while on the ship in front of others for no apparent reason.

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Carnival Cruise Lines forced medical cancelation

I was set to embark on my first cruise on board the Carnival Breeze. Leaving Canaveral on 9/7/19 returning 8 days later. Due to medical reasons, I've had to cancel. My issue is the penalty of $509.00 dollars. I would be receptive to you granting a Carnival credit for a future cruise. Please give this your consideration!
Reservation info: Rick Israel, State Room 2375, Booking Reference 8SCX86.
Best Regards
Rick Israel
[protected]@aol.com

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Carnival Cruise Lines family cruise

I just saw your ceo on tv. Reminded me what a terrible cruise I took my whole family on for my 65th birthday. I'm sure no one will respond but my good hard earned money was flushed in the toilet. The pool was not even a pool . Food was not good. Lots of noisy kids and when I would complain no one cared on the ship . Seeing the ceo on tv boast about your cruise line stirred up bad memories

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Carnival Cruise Lines missed sailing

My name is Oscar Mosley I was booked on Carnival Pride two rooms. My booking numbers are: 5WXK09 and 5WXH94. When we arrived at ship I was asked for my birth certificate which I did not have. I did have a federal compliant Delaware drivers license, which was not accepted. I was never told that I needed a birth certificate to board the ship. My bags were gathered and brought to me and I was told to go home. The lady that handled this said she would reimburse me for parking, I still don't have the money in my account. I am requesting new booking tickets on the next sailing or a full refund.

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Carnival Cruise Lines food on a carnival ship

Check Cruise critic about the mashed potatoes only one night in the buffet. Carnival what is your problem.? All other cruise lines have them every day. The chef on one Carnival ship told me something very stupid. We do not have them every day because not many people eat them. That is the most ridiculous answer I ever heard. On other cruise lines they are constantly refilling them. How stupid. What is the problem? I have been a Diamond member with Carnival for a long time now and no longer will cruise a lot with them because of this. That may sound stupid on my part. But I also go on a cruise to enjoy the food. Yes you can get them in the MDR. We stopped going to the MDR long ago. Most of the time it is the same food in the buffet and you can just get up and get more. No waiting. Why is it such a problem to have mashed potatoes on the buffet every afternoon and evening. Not everyone likes a baked potato or rice with turkey and other food.

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Carnival Cruise Lines ship left without us.

The carnival conquest left without us. Our flight to florida was delayed 4 hours and the ship would not wait. When i called carnival they said it was up to us to meet the ship at one of the ports and "good luck". They would not tell us where to fly to meet the ship at the first port, grand turk. I called at least 5 times and asked for help. We weren't the first people to ever miss the ship, but they acted like we were. We managed to figure out on our own how to get to the ship after a few hours on the internet and many tears. We stayed 2 nights in florida and took 2 planes to get to grand turk. It cost over $800.00.

After the cruise, carnival admits they have a department that could have told us where to fly, but for some reason i was not transferred to it. They would not pay for any part of our expense because our travel agent did not book the airfare through carnival. I asked for a partial refund or credit toward a future cruise. They said no.

We will never cruise on carnival.

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Update by Buddy5016
Jul 02, 2019 8:09 pm EDT

Still waiting on an answer from Carnival.

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Carnival Cruise Lines children areas unavailable for use and rude behavior

Customer name: Alberto Gutierrez
Booking number: 5NRZ69
Stateroom number: 8433

Hello, I need to submit a complaint regarding a cruise my family of 3 just returned from. I will explain our experience here, but will be researching where else I can post our experience to receive resolution. We extended our once a year trip after our cruise, therefore I am just now getting the opportunity to email.

We went on our cruise from June 1st-June 8th on the Conquest ship. It was a very disappointing and frustrating experience. My husband and myself have sailed with Carnival Cruise, however, this was my 14 year old son's first cruise. We chose this cruise ship specifically for the arcade. Though our son's experience and hassle in the arcade was the biggest issue we had with the cruise, we had other issues that I will get to. We wanted to be 100% sure that while my husband and I could experience adult activities on board, that our son could also be entertained in the arcade. Our very first day, known as the fun day at sea, was the beginning of the issues. My son had no dollar limit from us, his parents, on using his card at the arcade. He was super excited to go play everyday. On the morning of the first day at sea, my son immediately went to the arcade to play. After the first hour of him playing in the arcade, he came to find me to tell me that his fun card was not working. I went with him back to the arcade and saw for myself, that the card would swipe but a message would pop us saying " zone limit reached".

My husband and I went to customer service in the lobby of the ship and spoke to Anna. Anna checked out account and saw that it was fine. She gave him another card and sent us back to the arcade. The card worked for about 30 minutes and then the card declined again. I went back to customer service and explained again, but this time to Lisa. Lisa checked our account again and said that she couldn't understand why it was declining. She asked me if we were able to purchase drinks or other items and I had told her yes. My husband even walked over to the bar right near the customer service area, while I was with Lisa, to purchase a cocktail and the card worked just fine. We were at customer service a good 45 minutes with Lisa, while she called and continued to figure it out. Nobody could figure out what "zone limit reached" meant. Lisa gave us another fun card, which was now my son's second card. We went back to the arcade just to check his card and it worked. We were tired of the long hassle and left the arcade for the day.

The next time he went to the arcade, the card didn't work again. We went back to customer service and again worked with Lisa to try to figure it out. Once again, she could not fix it. She then told me that the arcade is run by the casino and that I needed to go talk to them. She was nice about it, but I was annoyed that I had to go talk to them about it and if that was the case, why in the world didn't she refer me there to begin with on the first day. I went to the casino service desk and explained everything. They called the manager. The gentleman manager (I can't recall his name, it was very unique as mine is) he was nice and apologized. He asked for my son's card and left for a while. He came back and said that he didn't know why the card didn't work. He apologized and said that I have to go to customer service again because they are the only ones who can fix it. I told him I already did. He sent me back to them anyway.

I saw Lisa again, she definitely knew who I was by then. She said that she needed to call the fraud department. I said "that is fine, however, my son in the meantime couldn't play. I asked Lisa if I can pay her in cash to put the cash on a fun card for him to play. She said that she couldn't and that it had to be paid on the credit card we used to secure our fun cards. I then asked if I could give her a different card to open a new account for him. She said that she couldn't do that either. I was not happy at all at that point. I asked for a manager and Lisa actually said, " There isn't one". I looked at her floored and shocked and said, "what do you mean there isn't one?" I insisted there had to be someone I could talk to. She insisted there wasn't. I told her I would not leave that desk until I spoke to someone who could help me. She then left to the back area of the service desk and a gentleman came out. I asked him, "are you the manager", he politely said yes. I explained that Lisa keeps sending me to the casino manager because they own the casino and the casino manager keeps sending me back here to the customer service desk because they handle it. He apologized. I explained everything that had taken place. He could see I was not happy having to go back and forth on the ship to deal with this. Lisa told him that the casino manager kept sending me back to them. So the customer service "manager" instructed Lisa to call the casino manager to speak to him directly. Lisa spoke to the casino manager and I could see that they both were deflecting the situation on eachother. Lisa got off of the phone and said to her manager, that she didn't know why the casino manager kept insisting that they had to fix the issue. Lisa and the manager kept apologizing but insisted that the casino manager had to fix it. I was furious! He gave us a whole 5 comp cards, for my son to play in the arcade. I asked why I couldn't just buy some of those so my son could play. He said that he couldn't let me do that. I couldn't believe this was happening. He explained that the ship has nothing to do with the arcade and that the arcade was owned by the casino. I told him I had already been to the casino speaking to the manager twice now and that the casino manager, very carefully and uneasy, shook his head and told me that customer service had to assist me. The manager could see by this time I was so irritated that nobody could help me. He offered to comp be a bottle of wine. I told him, though that was nice, that didn't help my situation or my son. I went back to the casino to speak to the manager.

I asked the casino manager if I could purchase a card somehow and to put $800 on it for my son. He said that it wasn't possible and asked for my son's card again. He got on the phone and called someone as he walked to the arcade. He came back yet again and said that he didn't know why it isn't working and that he had no way of fixing it. I could see that he was not happy to have to tell me again that I need to go back to customer service on the ship. I went back to customer service.

In the meantime, I gave my son my husband's card, and now my husband's card was saying " zone limit reached". After going back and forth to customer service, Lisa said that she called someone else and they explained that zone limit means that my son could only play $100 per day. I asked why the world I wasn't told that to begin with and that there is no disclaimer anywhere explaining this before we booked the cruise. She said that the manager of the casino had to raise that limit. Lisa also said that she heard back from the fraud department and that everything was ok with our account. I went back to the casino manager and told him what she said. He called her, then he asked me how much to raise it to per day. I told him it didn't matter the amount, but he said that I had to give an amount, so I said $800. He said it should work now. And of course it didn't. I can't tell you how long and how much time I wasted dealing with all of this. Lisa told me that the limit raise should have fixed it, but it didn't. I was in tears after wasting so much time, I couldn't do anything for my son.
I also loved the casino idea on board, but didn't play even once, because I would feel bad to play my games and my son couldn't.

I would have let me son play in the arcade until his heart was content. My husband and I could use our cards anywhere for alcohol, purchases on the ship, but my son couldn't use his. It isn't cheap to play in the arcade, but we didn't care. Yet we couldn't do literally anything to help my son.

On top of this, our room wasn't very clean. As soon as we opened the restroom, it stunk like urine. I asked one of the gentlemen workers in the hall to please have someone clean it. They did not come right away. I searched in the restroom for where the smell was coming from. I found quite a bit of urine in the toilet cleaning brush holder, along with the brush stenching from urine. They finally came in to clean it but by then, we left because the scent was horrible.

There was an incredibly rude bartender that worked at the bar directly across from the pizza station. He worked with the very nice bartender, Dewi. She was very kind. My son and husband were not drinking alcohol, so when I would order my cocktail at the bar, I would also order sodas for my family The male bartender would put so much ice in the soda so there wasn't much soda and he wouldn't give me the can. I asked him if I could have the can. He would give me a rude look when I asked for the can. So from then on, I started asking for diet cokes in the can with no ice. He made fun of my words saying, almost in a country accent, "so you wawnt diet coke with no [censored]". He laughed, gaining the attention of other guests at the bar and asked them if they heard "[censored]" too. I couldn't believe he said that. How rude and disgusting he was. I don't have a country accent being hispanic. What a rude person he was!

Needless to say, I was furious after all of this! We chose this ship specifically for the arcade, so that our son to enjoy his very first cruise. Instead, my son was disappointed and we were all frustrated. We chose this ship for the casino for myself, yet I felt so bad that my son couldn't play, that I didn't play once. Check our statement. We wasted so much time going back and forth to the customer service desk of the ship and the casino and could not get any resolution. I offered so many different resolutions to the issue and nobody could accept any of them. I am a business owner and could not imagine running my company this way.

I am asking for compensation for this disappointing, frustrating hassle. I really feel that we should be compensated with a cruise for the 3 of us. We saved for so long to take this cruise. You can see from your records the last cruise we went on was before our son was born. He is 14 now! Our vacation was ruined. Nobody should have to go through this on a vacation. It's not like we had the option to get off of the ship, leave and go somewhere else. We had no choice but to stay on the ship and continue with the cruise. I can guarantee you, that had we been at a hotel or somewhere that we could leave, we definitely would have. However, we did not have that choice. At the very least, a refund should be given. Not a credit, not a discount for a future cruise. We have cruised with Carnival as a couple 4 times and I have gone with friends. We have cruised with other cruise lines, Norwegian, Royal Caribbean, and Princess, but really felt that we enjoyed Carnival the best! This has been the absolute worst experience and could have been resolved so easily just by customer service accepting several options and to just accept my cash to load on another card for the arcade. Somehow that should have been done and this could have all been alleviated. You have our shipboard statements to prove that we spent quite a bit in the arcade and can speak to all parties involved to prove this to all be true.

If I have sent this email to the wrong department, please inform me of where to send it. I would like have this resolved as quickly as possible.

Thank you!

Mr. and Mrs. Alberto Gutierrez

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11:25 pm EDT

Carnival Cruise Lines not getting a full refund

The President cancelled all the cruises from going to Cuba 4 June 2019. I supposed to sail on the 22 June 2019. My cruise was cancelled and I was promise by Carnival Cruise a full refund. I have been calling to get the full refund for transportation some agents told me that its being process. Today 6/26/19 I called again and the agent transferred me to MR. Perry from escalation who told me that I have being penalize. I don't know for what? I explain to him over and over that i did not cancelled the cruise to Cuba that I was told by the first agent that contacted me that all my refund will be giving to me. This was my four time calling trying to solved this problem. At the end Mr. Perry began to get upset, telling me that he can not give me my money back and I told him that I knew that I just need him to direct me to the person that handle refunds. He gave me a website that doesn't work. They charge me $65.97 and I only received $16.50. I attached what was charge by Carnival Cruise and what was given back.

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9:10 am EDT
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Carnival Cruise Lines a fall and dirty

Hi my names Christine Chenery
Myself my husband and daughter her husband and kids we cruised with carnival.
We loved the cruise
We went to a few of the South Pacific islands
Unfortunately I had a fall on the spirit near the child club .
Apart from that we had a few other things happen
Our closest lift had a persons poo just outside the lift !
I mentioned that the a few staff members and it still remained there .
Besides a few thing that went wrong we did enjoy our family cruise .
I was promised $600 per adult credit for the adults .
Ok we cruised in February 2 years ago
I know that's a while ago
That's because of serious health problems for my self .
I don't have the email anymore with the credit for us !
Can someone e please help ?
As I am getting better and I would like to celebrate on a cruise .
My husband Steven Chenery and my self Christine Chenery
And daughter Bronwyn and her husband Scott and there 3 kids were together on the cruise .
I'm sure you have this on file
So if I can help help with this I would appreciate that .
Thankyou
Christine Chenery

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Update by Christine Chenery
Jun 26, 2019 9:11 am EDT

Also l would like someone to respond
I have sent so many emails
And I have made a few calls

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12:16 pm EDT
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Carnival Cruise Lines see below

First time sailing with carnival & took 4 people with me that had never been on a cruise. I was shocked and embarrassed at the unfriendliness of some staff.. From the food service lines to the porters cleaning the bathrooms. I will probably not cruise nor recommend anyone cruise with Carnival again. The housekeepers however, were outstanding... they took time to know our name and were always smiling when we walked down the hall. (even when we we in their way or having to step over their vacuum cord)

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12:35 am EDT

Carnival Cruise Lines food

I just returned from a 3 day cruise to the Bahamas and I was on the Carnival Liberty. For the money payed, I expected to have had access to food whenever, as a cruise is known for "unlimited food". There was a pizza bar open 24/7, which came with a huge line when all else was closed. The lunch buffet closed at 2:30 p.m. which is way to early to end lunch! And Dinner buffet at 9? It is very disappointing coming in from the sun and seeing that the buffet is closed, this ruined parts of my experience along with the fact that there were very few options for minors on the boat. The comedy club even was for 18+ & the night club, bettery itineraries are something i highly recommend. I am not one to complain but I was very dissapointed knowing I was rushed to get food at a certain time before it was too late and I had to wait in a pizza like for 25 minutes. I suggest more food options so no one else has to continue to go through paying a big amount of money then seeing "sorry we are closed" when wanting to get some late lunch.

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7:26 pm EDT
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Carnival Cruise Lines proof of citizenship

June 10th through June 14th I booked a cruise on Carnival Inspiration. My booking number is 5RFW77. When i arrived at the port, the service desk said i could not board the ship due to a lack of proof of citizenship. They said i would get a refund or credit on my next cruise because i was not allowed on the ship with my party of 4. They told me i wouldnt get a refund for one of the passengers because she refused to go on the cruise alone. I plan on taking a cruise for 3 passengers in August, and would like to know if my credit would be applied, and if the refund for the fourth passenger credited to my account. My email address is [protected]@gmail.com.

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Carnival Cruise Lines Customer Reviews Overview

Carnival Cruise Lines is a popular cruise company that offers a wide range of cruise options to travelers. The company has received numerous positive reviews from customers who have enjoyed their cruise experiences. One of the most commonly praised aspects of Carnival Cruise Lines is the quality of their onboard entertainment. Many customers have raved about the variety of shows, activities, and events available on their cruises. Additionally, the company's dining options have also received high marks from customers, with many praising the quality and variety of food available. Another positive aspect of Carnival Cruise Lines is the affordability of their cruises. Many customers have noted that the company offers great value for the price, making it an excellent choice for budget-conscious travelers. Overall, Carnival Cruise Lines is a highly recommended cruise company that offers a fun and affordable vacation experience for travelers of all ages.

Carnival Cruise Lines In-depth Review

Overview: Carnival Cruise Lines is a renowned cruise company with a rich history in the industry. Founded in 1972, it has grown to become one of the largest cruise lines in the world. The company's mission is to provide exceptional vacation experiences at an affordable price, while upholding their core values of fun, quality, and safety.

Destinations: Carnival Cruise Lines offers a wide range of destinations to suit every traveler's preferences. From the Caribbean to Europe, Alaska to Mexico, there is a destination for everyone. Popular ports of call include Cozumel, Nassau, and Grand Cayman, among others. With various itineraries and cruise lengths available, passengers have the flexibility to choose the perfect vacation for their needs.

Fleet: Carnival Cruise Lines boasts a diverse fleet of ships, each offering unique amenities and experiences. From the iconic Carnival Fantasy to the luxurious Carnival Vista, there is a ship to cater to every taste. Onboard, passengers can enjoy amenities such as water parks, spas, casinos, and Broadway-style shows. The ships are well-maintained and cleanliness is a top priority.

Onboard Experience: Carnival Cruise Lines provides a comfortable and enjoyable onboard experience. Accommodation options range from cozy interior cabins to spacious suites, ensuring that every passenger finds their ideal retreat. Dining options are plentiful, with a variety of restaurants and cuisines to choose from. The quality of food is generally excellent, with a wide range of options to suit all tastes. Entertainment and activities onboard are diverse and cater to all age groups, ensuring that there is never a dull moment. The overall atmosphere and ambiance are lively and fun, creating a vibrant and enjoyable vacation experience.

Service: The staff onboard Carnival Cruise Lines ships are known for their friendliness and professionalism. From the moment of check-in to disembarkation, the staff ensures a smooth and efficient process. They are responsive to customer inquiries and concerns, going above and beyond to provide exceptional customer service. Overall, the level of service is commendable and contributes to a positive cruise experience.

Value for Money: Carnival Cruise Lines offers competitive pricing and excellent value for money. The cruise packages include a wide range of amenities and services, ensuring that passengers get the most out of their vacation. When compared to competitors, Carnival Cruise Lines consistently provides a high level of value for the price paid.

Safety and Security: Carnival Cruise Lines prioritizes the safety and security of its passengers. The ships are equipped with comprehensive safety measures and protocols to ensure a secure environment. The crew is well-trained in emergency preparedness and response, providing passengers with peace of mind. The overall cleanliness and hygiene standards are maintained at a high level, contributing to a safe and healthy onboard experience.

Customer Reviews: Customer reviews of Carnival Cruise Lines are generally positive, with many passengers praising the exceptional service and enjoyable experiences. Common themes in the feedback include the friendly staff, delicious food, and exciting onboard activities. Overall, customer satisfaction is high, reflecting the company's commitment to providing memorable vacations.

Sustainability: Carnival Cruise Lines is dedicated to environmental initiatives and reducing its carbon footprint. The company actively engages in waste management practices and partners with local communities and conservation organizations to promote sustainability. Efforts are made to minimize the impact on the environment and preserve the destinations visited.

Conclusion: Carnival Cruise Lines offers an exceptional vacation experience with a wide range of destinations, comfortable accommodations, delicious dining options, and exciting onboard activities. The friendly staff and high level of customer service contribute to a memorable cruise experience. It is recommended for families, couples, and individuals looking for a fun and affordable vacation. While there is always room for improvement, Carnival Cruise Lines consistently delivers a great value for money and ensures a safe and enjoyable journey.

How to file a complaint about Carnival Cruise Lines?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the required information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you encountered with Carnival Cruise Lines. Make it clear and specific to the problem, such as "Unresolved Billing Issue on Carnival Cruise" or "Poor Customer Service on Carnival Vista."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Include key areas such as:

  • The specific cruise ship and date of your voyage.
  • Any issues with booking, boarding, accommodations, staff behavior, amenities, or excursions.
  • Describe the nature of the problem, including any discomfort or inconvenience caused.
  • Detail any transactions related to your complaint, including booking numbers, dates, and amounts paid.
  • Explain the steps you took to resolve the issue with Carnival Cruise Lines and their response or lack thereof.
  • Discuss the personal impact, such as stress, financial loss, or ruined vacation plans.

5. Attaching supporting documents: Attach any relevant documents such as receipts, emails, or photos that support your complaint. Do not include sensitive personal information like social security numbers or credit card details.

6. Filing optional fields: Use the 'Claimed Loss' field to state any financial losses you incurred as a result of the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Carnival Cruise Lines, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that your description is coherent and all relevant details have been included to support your case.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint against Carnival Cruise Lines on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with Carnival Cruise Lines.

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Contact Carnival Cruise Lines customer service

Phone numbers

1300 385 625 +1 (800) 764-7419 More phone numbers

Website

www.carnival.com

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