Carnival Cruise Lines — bad first cruise - no customer service!
Delay of departure-late ports, lack of customer service.
We went on a Carnival Ecstasy cruise to celebrate a big milestone in our family. The previous Ecstasy return voyage was several hours late, and we were the last in priority of the three cruise ships to load potable water for the trip, the port water pressure was very low so we left over 8 hours late. I could fill a thousand milk jugs one drop at a time in the time it took them to load our ship up. We missed our first port of call (Cozumel) by 10 hours, and had only a small amount of daylight there, depending so we had most of the excursions cancelled or shortened on dock as we lined up to leave. Because of the high number of excursion cancellations ,we waited for over an hour to attempt to find another excursion and alot of passengers were hopping mad by this time. Amazingly, there was no one to assist us, as everyone had scattered when the complaints started rolling. There were also water pressure problems on the boat during the cruise, resulting in either no water (all morning) to rusty water later. Because of the need to make up for time, the boat was pushed to its max limits, causing pitching and rocking that made us sick the entire first part of the trip. There was NO compensation for the missed excursions/late port of call. The second port was also abbreviated due to "unforeseen circumstances with the port authorities waiting to approve our docking" (why do we have to wait over an hour if they know we are arriving? Whats THAT all about?). The lunch buffet was crude- vegetables , some hard tack made of masa and watered down alcohol.
We returned to the ship, and requested our money back, the lines were always long at the Shore Excursion booth, with only ONE person attending at excursion times, and during complaints. When you finally got to the head of the line, they either sent you back to the info booth to repeat the story again, and then you were told to return at a later time, wait your turn again that you had to come back when the purser was there and available to answer your questions. We were finally told we HAD we had to complain to Miami, that they were NOT authorized to reimburse any amounts to customers. Now we are being told by Miami that if we did not correct the problems and notify the purser to remedy them immediately, once we left the ship the complaints will not be resolved.
There has to be some sort of guarantee of performance these cruise lines are required to provide. If not, someone needs to put forth the effort to put them out of business until they deliver what they promise. I am certain we will never receive compensation, and the promise of 10% off our next cruise is a JOKE.
Will someone respond to our complaints? If so, I will be happy to respond with a rebuttal here that confirms THAT THEY ACTUALLY CARE. I would not hold my breath that this will actually happen.
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