Carnival Cruise Lines
reviews and complaints

Kajuan

Attachments

Wed, Jun 22, 3:44 PM (3 days ago)

to guestcare

Hello my name is Kajuan Smith. I have cruised with carnival multiple times as well as 2 other lines and the experience and treatment I received on Freedom this last cruise 6/16-6/20 has been the worst experience I've ever had in all my years of traveling. I spoke with guest services about 2 of my complaints and the original person I was working with was friendly and tried to help because she was the one that told me to go to bar to purchase cheers and bubble packages that was advertised at guest services when she got manager of guest services whos badge said Bojan he was beyond rude and unprofessional. He tried to intimate me he talked to me like I was trash even after showing him video he said ol well. hes the manager then he refused to help me. I felt scamed out of money for the issue I was addressing and scared. my kids was afraid to even go to guest services when the badges started peeling to get new one because of how he treated me and acted. I spoke with other guest and was told Bojan treated them the same way. That was the worst experience ive ever dealt with and i. m a nurse and come in contact with hundreds of people. My family have a birthday cruise we planned for August and my kids dont want to go because they are afraid of same treatment and my fiance refuse to spend another dime of his money to be treated as we were.

On 6/20/2022 I place an order for the following, as a gift for a guest on board Carnical Breeze (June 20 - June 25 2022.

Happy Birthday 9 inch Cake - Vanilla

Booking Number: W93FX5

I was expecting the cake to be delivered on 6/21/2022, on the day of the individuals birthday

(6/22/2022 7:12pm) - I talked to customer service and they explained that due to the time I placed my order (6/20/2022 at 7pm) the cake didnt get delivered on 6/21 but would be delivered on 6/22 (24 hrs after the order was processed). During our discussion I let the customer service agent know that at the time of my order, the order details stated that the cake would be delivered on 6/21 and did not mention anything about the time of when the order was place would determine the delivery of it. I requested that they provide me confirmation the cake would be delivered by EOD 6/22, if that was not going to be possible, I wanted to go ahead and cancel the order and receive a full refund for the order. The agent let me know that she would confirm this and give me a call back. After that call I did not receive a call back.

(6/23/2022 7:59 pm) - I talked to another customer service agent, Christian, communicated the cake had not been delivered and requested that at this point I just wanted to go ahead and receive a full refund. He let me know he could not do anything about and I wouldnt need to go to customer service myself or have the guest on board go to customer service to figure out what happened and request a refund themselves. I explained that this was a gift from me and I did not think it would be right for me to have them take time our of their vacation to go figure out what happened, specifically considering I had ordered it as a surprise for the guest, which was also clearly stated in the order form. I got transfered to another department after Christian communicated via email/chat with his superiors and no one could provide me a response why the cake was not delivered. He did let me know that given that the ship was still out at sea they could not give a refund, which I was not very happy about because if I can place an order online or through the phone even after the ship has sailed out why couldnt I cancel the order through the phone. I revisited the terms online as well as my receipt and nowhere is it stated that refunds would have to be done in person or after the ship has returned. Note it does state that orders are accepted up to two days before the end of the cruise. I ultimately did let them know that if they couldnt confirm the cake would be delivered, I didnt need a refund, but I didn't think it would be right if they kept brushing me off and not providing me confirmation that my order would be fulfilled and still expecting me to be okay without receiving a refund. And again, at the end of the call, the individual Christian transferred me to, requested my contact information and promised she would call me back the next day, not later than noon to provide me an update and no call once again.

6/24/2022 (3:03 pm) - I talked to another agent and explained my situation, let her know I talked to the previous individiuals, she stated she wouldnt know what they said because she didnt know who I talked to. I pointed out that given that shes at a call center, I would expect their process to require them to take notes, which then she noted that yes she has notes but would still not be able to help other than providing me emails. At this point I explained that I was fustrated and requested that instead of an email I get a number to call but she explained that there is no number just email and at that point I just no thanks.

The cruise ends tomorrow, its now been 4 days since I placed the order, it has yet to be delivered, I have yet been able to receive confirmation that it will be delivered or an explanation as to why it hasnt been delivered, and still I cannot even request a refund until after the cruise is over, although I have paid and the charge has been processed.

I was supposed to do a cruise with the Horizon ship in December (booking number M64HQ7) but the trip was cancelled last minute by the Carnival Company as the ship had technical issues.

The cruise amount was fully reimbused. However, I completely lost 2K USD of the flight.

Carnival told me that I could have booked another cruise in 2022 for free (i.e. paying only taxes) using a Future Cruise Credit (FCC).

In March, through the contact center, I booked another cruise (booking number V77WX2). The person at the call center (Ms. Sharon Stevens, extension 82727) asked me to pay approx 1K USD (489 + 510) and she told me that she would have asked for the activation of the Future Cruise Credit so that I would have received back my money.

At that time, inquiring the Carnival web site, I was able to see my booking V77WX2 active.

After two days, the booking disappeared and I have not received any feedback about the cruise and I have not received any money back.

Hence, I completely lost 1K USD.

I think this is really unacceptable; I'm here asking to have my money back.

my name is daniel and my wife marie have been cruising going on nearly 200 days ..my april 10th cuise was ultra and i was over looked due to agent putting wrong member number so i was not included in the festivities. we leave out of new orleans alot. i'm getting more from rcl but not from carnival. this year only one carnival and i have received 3 free balcony rooms from rcl and i'm using them.

Myself, husband, eight children and mother in law are currently on the Carnival Dream. Today 6/3/2022 at about 3:30pm shop time my children were verbally attacked by two other “adult guests” my children are ages 8-12. These adult women threatened to throw my children overboard and fight them. Their exact words were I’ll throw those little motherfuckers overboard”. I asked the women what had occurred for them to talk this way to kids. They explained to me that they felt like my kids were laughing at them due to their weight and one of the ladies wigs. I first apologized if they felt my children were making fun of them and also told them that I would appreciate if they would have talked to me prior to verbally assaulting my underage children. The women proceeded to then attack me and my children verbally! They told my children and myself they would “beat the [censored] out of us, throw us off the ship and also said once we’re back in Texas they were going to shoot us. I located an employee and asked him to call security. Upon security’s arrival the women were still belligerent and yelling obscenities and making threats of what they would do. Security said the ladies were being uncooperative but would take both of our statements. Security advised is the ladies made accusations that my children said they would jump them(not true). I asked security to take statements from everyone around. The women caused such a ruckus before security arrived everyone on deck 10 aft were visibly upset and asking for the individuals to be escorted away. While getting on the elevator another passenger asked security can they please take these ladies away from the deck due to the issues they were causing. I have asked to press charges once we dock in Galveston but am still super upset at how things were handled! The fear my children have due to this is ridiculous! They are now afraid and looking over their shoulders every few mins. I understand we are in international waters and laws are handled differently but I expect Carnival to be able to properly handle aggressive, belligerent and unruly passengers in a better manner so that victims feels safe. I would appreciate if someone please contact me in regards to this issue. My two cabin numbers are 1392 and 1396 on Carnival Dream. 5/29/22-6/4/22 out of Galveston, Tx.

Hello, my name is martin, the carnival booking w77kl2/majors- the date 06-11-22) Saturday- around 3:15pm) We've gotten from the Florida airport and the excitement around us, I Martin, my daughter and mother we waited to grab are baggage and knowing that the time we have need to move forward to the Carnival Cruise line destination. The time was 2:45pm now have to get an Uber, now the excitement gets more closer and closer, finally arrive. Time now is 3:00pm. Check in begin, personal boarding pass, and most recent covid test prior to board. None of us had a most recent covid test, now we have to take a covid test will take an average about 10 to 15 minutes, we follow the Carnival representative to third floor-for the final check in, representative asked for boarding pass, and birth-certificate, my daughter and mother have birth certificate, and I accidentally picked up my daughter birth-certificate from my file cabinet, the birth certificate have showed my full name. I had overlooked. Please refund my mistake, I have miss out on vacation fun Carnival Cruise line. I would love to come back and board the fun ship. Thank you again.

We were denied entry at Long Beach today because my two-year-old grandson didn’t have an exemption. We even had negative test results for him. After asking twice for a supervisor, we were then told “now it’s 10 minutes too late to get the 7-year-old’s antigen test” and there would be no refunds. Very shady. Feels like theft to us. Customer service said both the manager and supervisor we spoke with were I’ll informed, but still want to only refund our fees. This is criminal when we were not in the wrong! Several other people were also denied entry today. Nobody would even look at what we were try to show them on their own website regarding 2-year-olds and Carnival’s policy. They scammed the wrong two women today. We will continue to share our experience until we are fully compensated the cost of this cruise for two adult and two children.

I have done so much and no one has called or @* phone # and $ 1/2 Weeks of Calling you and not one thing back from you yet, We were gone from May 17 to the 26 and we got off the ship and was getting are bags one was gone they looked for it for about 1 hour at the Pir 91 in Sea/Wa and no one could fine it we Fill out The Report there and no one has let us know anything yet I was Going on a other Trip but not sure yet if I will or not I hope some one can call or give as something about this would be nice

I cancelled a cruise July 2021, today June 2022 I still have not received my gift card refund for that cruise. I have called every month about this speaking with different people and everyone sends an escalation email to the department. I was told that if the email was not sent by a rep in the correct format then gift cards dept will not give me my refund. I spoke to Melissa in particular who told me that she would send the email in the correct format and follow up with me. Its been weeks and no follow up. Today, I spoke with a new agent who was able to reach Melissa for me. She came back to the line and told me that she had reached Melissa and that I must keep waiting. I asked if I could speak with a supervisor but the agent transferred me to Melissa who was very rude and nasty with me. I asked Melissa if I could speak with a supervisor because I felt like she was dismissive. She laughed and hung up on me.

This is regarding our cruise on Carnival Spirit from Seattle to Alaska, departing on June 9th, 2022 and returning on June 15, 2022.

We had to endure a transgender man dressed in vulgar and indecent clothing the entire cruise. This individual was never confronted by any officer or security on board. We personally witnessed this many times during the cruise, so much so the crew even allowed the photo crew to take formal and casual photos of him. He performed disgusting dancing, twerking, and removing part of his clothing. There were children present on this cruise and witnessed his behavior. He was allowed in all dining venues dressed in fishnet stockings, short shorts, bra and garter belts. Openly, stating he was on the cruise to have sex with males or females. No area was off limits to his consistent attire he wore, his indecency and crude behavior should not have been allowed.

I understand it is “pride month” however, individuals need to understand there is a level of decency one should uphold when in a public environment. Ones choice of gender does not preclude or exempt them from acting appropriate in public settings. A company should enforce standards across the board and not allow such behavior.

Myself, and cruise companions were disgusted by having to see this behavior everyday of the cruise. Our cruise was not enjoyable due to this individuals behavior and that of the staff of Carnival not enforcing the dress code and condoning inappropriate behavior by this individual. Twerking and stripping off what few clothes one had on and grinding on the rails as if he was in a strip club and exposing his male body parts that couldn’t be covered because the clothing he had on was not enough to cover his body is literally appalling!

Carnival needs to remedy our cruise and they need to enforce a standard of decency and attire that should be maintained at all times and by all sex’s and/or genders. Public indecency and this behavior should not be witnessed by minors or families who are lead to believe that Carnival is a “family friendly” cruise line.

I wish I could give positive feedback on our cruise however, this cruise was subpar on so many levels, from extremely long food lines, food arriving late and cold in the dining room. The cruise ship was dirty and no COVID processes we’re in place, yet a mandatory COVID test and people were allowed served them selves food and they allowed people to fill their own water bottles. No levels of safety put in place.

I would like to discuss this matter and share photos of the individual to include photos of the individual taken by Carnival employees and on display in the photo area. Someone at Corporate needs to address this incident and how they will not allow this behavior and this type of clothing to be worn on board in the future. families, beware of the environment and behavior that Carnival is allowing. #carnivalspirit #carnivalcomplaint #carnivalcoporate #carnivalcruise

Claim no. 22CCL03212

We had to cancel the cruise starting from Tempa on 2Nd may. Within 48 hrs of making reservation because of personal reason.

One of the member of group of for had Simpson of Covid and her spouse was not ready to travel with this. It may affect the whole cruise trip.

I got part of refund but they deducted almost 200 per pessenger (Group of 4 members)

Finally we got only FCC OF 225 $.

Which is valid 25 th may 2023.

As will be going to India in first week of August

and will not be back till end 2023.

I request you for full amount of refund of 400$ and not only 225$.

You may allow to use my partner this amount along with his amount.

Give

Thanks

Bharat Desai

[protected]

GRPR-ss-PA-[protected]-2 CARNIVALPARADISE 05/16/2022

V68BW8 R115. Still May 25 2022

I have emailed and contacted, used online forms, Multiple time, guest service, past guest, ccl department, online and other emails, with no response, i have completed/return all information requested from them, with what i have paid, suites and rooms, number of days and trips i have taken, I should show diamond level, for your records,

incident number [protected] and [protected], [protected], [protected]-000426 and more case filed with carnival with no resolutions

I started this in march, april and may, now we are in june, 2022

my profile [protected]

We have been cruising Carnival for just shy of 30 years and after this last cruise, we probably will never cruise them again! I have a set of pearls, pearl bracelet, set of pearl earrings and set of pearl and diamond earrings that came up missing. I turned in a missing item report and no real response. Add to that the fact that we never received a copy of our vacation protection policy and can't get a response from Carnival for that either after numerous attempts. One thing they have done, however, is delete almost thirty years of cruises and put us back to never having sailed with them before. I used to own a travel agency and if I experienced anything like this at that time I would certainly advise people not to cruise with Carnival. WHAT is going on? I am furious right now at the lack of customer service and support from Carnival. I would greatly appreciate some help from Carnival!

Booking #T91GX0

Carnival Sunshine

May 14, 2022

My problem relates to the verall expericince with trying to get a simple question answered. How can i get someone to call me to discuss something on an upcoming cruise in July out of New Orleans. Your phone service is pathetic because even after requesting a call back i had to wait 10 minutes after i was connected. When someone did answer the phone, she was not the right person and her attitude was not helpful. My expericence with Caniival this far has been very poor and i would like to discuss the issue with someone.

I have a cruise on Carnival scheduled for Friday. I tested positive for COVID. I told them right away. The website states they will give a credit for a future cruise., which is what I expected.

However the girl said I get a "refund" in the amount of about 25% of the total cruise cost. I told her I wished a credit, and she said I had to rebook right then, when I hadn't spoken to my travel companion about future dates.

Then she told me to send an email to some address where no one answers. I have no idea what to do. I was on hold for over an hour.

My family and I went on Carnival Paradise to celebrate my our 27th wedding anniversary and my son's 20th birthday on 5/26/2022 out of Tampa, FL.

We are frequent cruisers, choosing to sail on Carnival only. On our last day, as soon as the ship docked, both my sons were awakened by police banging on their stateroom door. They immediately asked for identification, and both provided their driver's license. Immediately, my oldest son, Ivan Angel Figueroa was detained with no explanation. My other son, who was also in the room, came running over to my stateroom to share what had occurred. I, their mom, caught a nervous breakdown after I had learned what took place. My husband and I rushed to get dressed, grab my son's belongings and went to see who we can speak to get answers.

All employees were extremely rude, and one even responded, "you'll know soon why he was detained". When trying to come off the ship, my youngest son, Anthony Figueroa gave his sign and sail card, he was then asked, "Where is Ivan?" He responded, "he was detained". He then was advised that he would be detained as well, again, with no explanation. I was a nervous wreck, crying, trying to get answers but everyone continued to be rude.

After a few hours, when they realized that my son, Ivan Figueroa, was not the person wanted for murder, he was released. He had to get fingerprinted in order for him to prove that he was not the person wanted.

My youngest son, Anthony Figueroa, was still detained because one officer did not communicate with the other and after an hour, he was released.

This whole experience ruined our vacation, I can't sleep well and have been getting anxiety every time I think about it. My boys feel the same as well. It's so sad to say, that my youngest was happy to finally become gold member, and even after he was being detained, he asked, if he can keep his card, but was yelled at, "You can't have anything!" How disrespectful is that? Especially, after both were being confused.

I'm not sure if I'll sail Carnival again. Not because of the confusion but because of how the situation was handled and especially because of how we were treated. It was pure disgust.

We had a total of 9 in our group.

Booking and VIFP #

W91FS2

Ivan Figueroa - [protected]

Anthony Figueroa - [protected]

W91FD9

Milton Figueroa - [protected]

Joann Figueroa - [protected]

Disappointed in Carnival Staff and Customs Police,

Joann Figueroa

[protected]

We canceled our Carnival cruise due to Covid and we’re told we could get a full refund. Due to Carnival policy they refunded our deposit on the credit card we used back in 2020 that is no longer valid. We told Carnival we no longer have that credit card but they said they have to credit it to the credit card we used for the deposit. Chase has no record of a credit & they cannot help us since we no longer have a credit card with them. We have written and called Carnival numerous times, no help.

I booked a cruise pre-COVID. Carnival cancelled. I rebooked an upgraded. Carnival cancelled. I want my money back because I am not getting vaccinated for health reasons. I missed my window to get my refund because apparently Carnival set a deadline. I was having health problems when the refund deadline email went out so I missed. So now I have paid $2600 that I will never get to use. When I booked, there was no vaccine requirement.

So never book a cruise with Carnival because they can change the rules anytime they choose and don't care how much money or yours the they keep/steal from you.

Thomas White

I am right now on the Carnival Mardi Gras my folio number is 79758… On Tuesday I tested positive for Covid… It states when you test positive you’re quarantine in YOUR cabin, I was not I was putting another cabin without my balcony which I am a claustrophobic person and would not take a cruise unless I had a balcony… Today I requested a COVID retest, they refused… They said they will retest in five days… And five days I will not be on the ship… I requested it because I feel it might’ve been a false reading and when I told him that I was probably hung up on… I called him back got a hold of another person, I might note that they never mention their names I asked her twice if she’s refusing me medical services and her Pat answer was we do not re-test before five days , she then said is there anything else I can help you with? This is a very unprofessional staff that is very rude….. I will add that my roommate had Covid and moved to another room and when I was checked positive I have no symptoms or anything I’m as healthy as can be…

I am booked for a on carnival breeze in June. We have a family of four, but my husband has had an emergency and cannot attend. I called and initially they said it would be just a lost at the last minute and that was fine but I could put someone in his place. Then penalty fee of $219. Why? I have already paid for him in full and Carnival has lost nothing, but charging more money for the same number of people and seems like such a rip off. I am so excited about taking my family on this cruise, but this has really put a black cloud over everything. I just don't get it.