Carnival Cruise Lines review: Dates of service shortened & treatment of passengers during unforeseen situation on day of boarding cruise ship
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We (my grandchild,friend &myself)we’re left stranded in a mob of angry & violent passengers by your cruise line on 6/25/2023. The treatment we received was less then human. We were pushed, screamed at & left without any assistance from your cruise line for more then 8 hours. The staff was totally unprepared for the situation. Carnival further insulted us by giving us $20 for our inconvenience.
Desired outcome: Proration of (1) full day of 7 day trip per person as we lost that 1st day of cruise. Apologize for poor service during waiting time
While we realize this was not an ideal situation, we did the best we could under the circumstances. Like you, we were disappointed with the unexpected itinerary change. Due to the nature of cruise vacations, itinerary changes are sometimes necessary for safety, weather or other reasons beyond Carnival's control.
As you know the reason for the delay was a result of a boating incident in the channel to the port, PortMiami was closed to all marine traffic, and we had to wait until we received clearance to allow guest to come aboard.
Although we generally don’t offer compensation under these conditions, we extended $20 per person onboard credit to offset the cost of lunch for the day. I wish we had better news, but we cannot provide you with additional compensation in this regard.
We are sorry to hear of the treatment you received from the terminal employees prior to commencing on your cruise. Although Carnival does not employ the terminal staff, we do empathize and apologize for your experience.
Sincerely,
Guest Care Executive, Office of the President
Carnival Cruise Line
3655 NW 87 Ave
Miami, Fl 33178
Thank you for your response however I don’t agree with your statement “that you did the best you could”.
I’m now requesting that my station complaint be chained to someone higher in authority than yourself as you are not addressing the real issue. My 10 yr old grandchild was absolutely terrified of her grandmother being hurt as well as herself. Carnival Cruise Line could have done much better & should have done better. We were instructed to come @ a certain time & we did. After your last contact @ approx 1 p.m. we were left with no further contact. Carnival Cruise Line can do better & should do better by refunding protracted day as we lost the true experience of our trip
PLEASE CHAIN MY REQUEST TO YOUR SUPERIOR….., everyone has someone higher in authority
Thank you
I invite you to email guestcare@carnival.com to provide a more detailed account of your experience.
Sincerely,
Guest Care Executive, Office of the President
Carnival Cruise Line
3655 NW 87 AVE
Miami, FL 33178
I don’t agree with your decision to blame everyone the incident that cause our scheduled cruise boarding delayed. Carnival Cruise Line simply failed to provide us service with dignity. We stood outside the boarding area for over 8 hours & received no further communication from Carnival. Because of the lack of communication on Carnivals part we were afraid to leave whereas we’d lose our position in a totally unorganized boarding situation. Staff representing your cruise line cherry picked who was allowed to get out of the heat or away from the growing hostile mob. I’m sad to say it appeared the selected group wasn’t of minority groups. If my 10 yr old granddaughter could recognize this, it was very apparent. Yet again No Communication from Carnival regarding how we were to proceed. I believe that we should be refunded a prorated portion of our cruise because Carnival made an unforeseen situation into An Extremely Fearful situation had we received further instructions how to proceed after Carnival was aware that boarding wasn’t happening as anticipated. Here I am a 66 yr old female with another 66 yr old adult &. a 10yr old child. I’m not asking Carnival for any special treatment I’m requesting that out of repeat for those of us that wasn’t privileged to be protected from the heat & growing angry mob confusion due to lack of no communication Ok you credited our accounts $20 a person……..That was a slap in the face & disrespectful to some.
IVE REQUESTED THAT MY COMPLAINT BE SUBMITTED TO SOMEONE HIGHER IN AUTHORITY AN RESPONSE WOULD BE THE RIGHT THING TO DO
Sincerely,
Guest Care Executive, Office of the President
Carnival Cruise Line
3655 NW 87 Ave
Miami, FL 33178
This complaint has been resolved automatically due to user's inactivity.
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