Carnival Cruise Lines review: Cruise booking BK#Z80FG1
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Booked cruise May 2022/confirmation said Sailing time is 3:30pm - confirmed with a live person who didn't say we had to be there 1hr before sailing-Drove 7 hrs June 17th arrived at 3pm but Carnival did not let me on ship - they canceled my booking & will not give me anything but taxes/fees - I paid $378 more -I am dying of Cancer & need to re-book...I called Carnival with the ship still in front of me to tell them that I was not allowed to get on the ship and they told me to call back the next day because nothing can be done until the reach the first port of call ...I called the next day and was advised nothing could be done...they would not reschedule me or give me a voucher to use when I rebooked myself...they advised me to send an email asking for a voucher at reviews.com email address so I did that and received an email back saying they would consider... called back again a week or two later and was told no results... I have just gotten the run around...If you pay for a Cruise you should get a Cruise but unfortunately this Company decided to steal my money for no reason...I delayed my chemo to be strong enough to take the Cruise but they didn't even allow me to get on the ship...If they will steal from someone dying from Cancer they will do anything to anyone..
Desired outcome: A refund is all I am asking for at this point ...it's pretty clear that they are not going to book me on another cruise or provide a voucher to me so I could use it to rebook myself
We know you were looking forward to your cruise and we empathize with your disappointment over having to miss your vacation plans and wish you a speedy recovery.
The embarkation window is provided via carnival.com Manage My Cruise and on all e-docs and we must adhere to a very strict schedule to depart from the port to allow for other incoming/outgoing vessel traffic; therefore, once Immigration Officials have cleared the ships manifest and left the ship we are unable to allow ANYONE onboard and we are required by Maritime Law to then commence with the safety drill / Muster drill for all guests and crew.
That said, we have reviewed your request for special consideration and regret that we’re unable to honor your request for a refund/cruise credit for the $378.00. We trust you understand that cancellation charges are a standard industry practice. For this reason we offer Carnival’s Vacation Protection Plan as a safeguard from financial losses of this nature and kindly ask that you submit a claim.
The Program Administrator can be contacted 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am–10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET) by calling 800-331-2796 or 516-342-7262.
All the best,
Carnival Cruise Line
We know you were looking forward to your cruise and we empathize with your disappointment over having to miss your vacation plans and wish you a speedy recovery.
The embarkation window is provided via carnival.com Manage My Cruise and on all e-docs and we must adhere to a very strict schedule to depart from the port to allow for other incoming/outgoing vessel traffic; therefore, once Immigration Officials have cleared the ships manifest and left the ship we are unable to allow ANYONE onboard and we are required by Maritime Law to then commence with the safety drill / Muster drill for all guests and crew.
That said, we have reviewed your request for special consideration and regret that we’re unable to honor your request for a refund/cruise credit for the $378.00. We trust you understand that cancellation charges are a standard industry practice. For this reason we offer Carnival’s Vacation Protection Plan as a safeguard from financial losses of this nature and kindly ask that you submit a claim.
The Program Administrator can be contacted 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am–10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET) by calling 800-331-2796 or 516-342-7262.
All the best,
Carnival Cruise Line
The complaint has been investigated and resolved to the customer's satisfaction.
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