[Resolved] Carnival Cruise Lines — ease of refund and lack of communication
Let me say my wife and I really wanted to go to Key West and Cozumel aboard the Victory on Sept. 2 nd. 2019 This would have been our second cruise with Carnival. Unfortuniately Hurricane Dorian changed all of our plans. But I was smater than the average bear I bought Carnival's travel Insurance. Carnival alerted us that the cruise would be cancelled and altered due to the Port of Miami being closed and The Victory remaining in Cozumel an extra two days. Since this was not the cruise we had fully paid for we cancelled the trip. I must not have read the very fine print that we would have to jump through several hoops with the travel insurance provider AON Affinity. We cancelled on Aug 30 th and gfiled a claim after having to provide information that should be shared between thw two corporate partners. AON said it could take up to 4 weeks to see a refund if it was approved. What do you mean approved . The trip was cancelled and I had paid my $100.00 for just this specific weather event. Come to find out Carnival had stated I would receive a 500.00 credit on a future cruise. The first agent never told me that. I was told she was new and did not have enough training a few weeks later by another Carnival agent. Carnival recinded the credit and said AON would pay. AON shorted me $ 48.00 on the pay out which I just received today after filing the claim on Aug 30 th. No one cares about this. I have received no communication from Carnival trying to get us back on their ship or an apology for how the reimbursement was so mis-managed. I currently do not plan on traceling with Carnival again since there so many choices available. I bet the President Christine Duffy does not know about how inefficient the Travel insurance program is. Too bad I would have liked to try the coaster on the Mardi Gras. Tell all the You tubers I watched preparing for this cruise I won't be seeing them on a future Carnival Cruise. Sincerely Jim Parsons
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Carnival Cruise Lines Customer Care's Response · Oct 15, 2019
Dear James & Joni,
We apologize for any misunderstanding and miscommunication it surely was not our intent as you know with any weather event there are constant changes that require last minute changes such as with the sailing of the Carnival Victory 9/2/19 sailing due to Hurricane Dorian.
You can imagine there where multiple changes to various sailings taking place during this storm in your case the guests who elected to cancel did receive a Future cruise credit for the amount paid for the cancellation charges please note the Carnival Vacation protection plan is non-refundable hence the difference refunded for your claim
Although sadden to hear you no longer wish to sail with Carnival we surely hope you will consider Carnival again when making future vacation plans in the new future.
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