CB Cruises and Charters Carnival Cruise Lines Complaints #502-521

Carnival Cruise Lines Reviews and Complaints

2020 email but charging a penalty

karlecia of Houston, US

May 05, 2020 5:08 pm UTC

Verified customer

Resolved

Replied

On 05/04/2020, I received an email stating carnival canceled my cruise on 07/11/2020 - 07/182020. They provided 2 options to select from so I selected option 2 for 100% refund. 05/05/2020, I called to find out the amount of the refund and the representative did not know what they were doing. The representatives are telling customers anything for their aht on a phone call. I spoke to jonathan and talked over me and ignoring my questions that happens when they do not know what to do. Before I could say anything else jonathan transferred me to the casino representative. I had to start all over again with this representative. The representatives do not wait for the customer to start telling them what they want instead they start processing items. Later I received an email on 05/05/2020 stating reservation was canceled and the cancellation occurred during penalty period and was charged $250.00 penalty. Carnival is a corrupt company and anyway for them to keep the customer's money they'll doing. They'll be hoping the customer isn't paying attention but I do. I want 100% refund immediately with any delay!

Carnival Cruise Lines response

May 06, 2020 5:50 pm UTC

Carnival Cruise Lines customer support contacts

Phone numbers

1300 385 625

+1 (800) 764-7419

Address

3655 NW 87th Avenue, Miami, FL, 33178, US

Website

www.carnival.com

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Hello Lannie,

Thank you for your feedback.

We are sorry that you are not happy with the timing and handling of the situation.

Our records indicate that Jonathan transferred you to the Promotions department for further assistance - as required for all Casino related bookings.

The system generated cancellation notice as advised previously, allows our guests the opportunity to file for their records and for reference and review or provide to their travel insurance carrier.

That said, our records indicate that you changed your mind about the refund of $500.00 (05.05.2020 @ 17:39) and that you opted for the future cruise credit with $600.00 onboard credit. If this is not the case, and you have decided on the refund once again - as a Carnival Players Club Member please call 1.866.299.5859 Monday-Sunday, 8:00 AM - Midnight for additional assistance.

Additional responses will not be made via this public forum.

In closing, we would like to reiterate the sincere apologies previously expressed and hope that our response finds you and your loved ones safe and well.

Kind Regards,
Guest Administration
Carnival Cruise Line

Again Carnival is making up conversation and rules as they talk to customer. Carnival kept my onboard credit from the discounts given and could not provide a satisfactory reason. My purchased Carnival Cruise Cash in the amount $325.00 was requested 03/20/2020 which is before my cruise was cancelled...again Carnival did not refund it and giving me a run-around to frustrate me into giving up on the refund. This seems to be how they’ve been able to keep customers money.
I want my onboard credit to use and I want my Carnival Cruise Cash refund immediately

This issue hasn’t been resolved so I do not provided a resolved complaint. This is an ongoing issue.

Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

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1300 385 625

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Australia

+1 (800) 764-7419

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Customer Service

+1 (800) 845-2599

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+1 (800) 929-6400

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Guest Care

+44 843 374 2272

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+64 800 442 095

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+1 (305) 406-8656

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+1 (800) 819-3902

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Personal Vacation Planner

+1 (305) 599-2600

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Coordinator

+1 (727) 452-4538

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Carnival Cruise Lines address

3655 NW 87th Avenue, Miami, Florida, 33178, United States

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