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Carnival Cruise Lines

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Customer Service

1300 385 625 (Australia)
+1 800 764 7419 (Customer Service)
+1 800 845 2599 (Online Support Team)
+1 800 929 6400 (Guest Care)
+44 843 374 2272 (United Kingdom)
+64 800 442 095 (New Zealand)
3655 NW 87th Avenue
Miami, Florida
United States - 33178

Complaints & Reviews

scam! no refund back!

We would like to file a complain about carnival cruise lines, and our travel agent bill browns plaza trave/capitol marketing [protected]) , our travel agent name is maggie haberstick, her number is [protected] and her email address is e-mail.

Our honeymoon trip, a cruise to alaska (Booking#5jx290) had to be canceled after problems at the us postal service and bureaucracy at the uscis (Former ins) prevented us from having our international travel documents in order in time for the sail date. Accordingly to carnival's policy, we will get 50% refund of our payment (50% of $2,500, about $1,250). We canceled our trip because of below reason.

One of us is at the final stages of the u. S. Green card process, and needs, like anyone else in that category, permission (~{!0~}travel document~{!1~}) from the uscis before traveling abroad. The normal processing time for travel document is 30 to 90 days.In order to be well in time, we sent out the paperwork on january 30 (Almost twice the maximum stated processing time before sailing!). However, due to unknown reasons at the us post service, it took until february 22 before it finally got delivered. When the 90 days since the initial filing passed, we started calling the uscis customer service hotline (Which is the only way we are allowed to inquiry for our case) , our inquiries were replied on june 7, at which time we were told that it may take up to an additional 60 days! Since then, we called uscis again on july 12, and this time we were told no following up inquires will be written by the customer services for any case within 6 months since the initial receipt date, for us, it is february 22, which means until august 22, any inquiry from us will not accepted by them. More than anything, this exemplifies the bureaucratic incompetence that we are up against.

We write a detailed letter to carnival to ask for a voucher towards future cruise, and hoping carnival will understand that the problems caused our cancellation are purely the fault of third parties which is totally out of our control, but all we get is a free upgrade subject to cabin availability within the same class accommodation. Compare to the 3 level free upgrade promotion program often offered by carnival. Clearly we didn't have anything back from them. Just like a lot of complains we saw online, it looks like carnival never put them into other peoples shoes.

Not only that, we canceled our trip around jun 10, up to now more than four months after our cancellation, 2 and half month after our cancellation, we still didn't have our refund back. We made many inquiries to maggie haberstick by phone and email, but never receive any reply from her.

We will really appreciate it if you could help us solve the problem or direct us to the right person who can assistant us further.

  • Mi
    Mike W Feb 22, 2007
    This comment was posted by
    a verified customer
    Verified customer

    Read the brochure. You are responsible for having the proper travel docs at time of boarding. It is not the responsibility for a company like Carnival to hold your hand and make you feel better when you did not do what you were supposed to do. However, it is nice to see that you can blame a third party. How about taking some responsibility. If you didn't have travel docs in hand, you should not have made the reservation. PLAIN AND SIMPLE!!

    Stop blaming companies & agencies for your lack of planning!

    0 Votes
  • Ch
    Cheryl Cohen Sep 07, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I have to disagree with this writer. I realize that every situation is different, but I have NEVER had a problem with any of the FOUR cruises I have been on with Carnival Cruise Lines on the Imagination, Fascination, and Legend ships. If the company was truly a ripoff, there would not be so many repeat guests like myself!

    0 Votes

live and learn

After having an amazing cruise on Royal Caribbean one year, my family (husband, 2 kids, parents & brother...

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