Carnival Cruise Lines
reviews and complaints

I have three cruises coming up and have taken several and plan to take many more. I received an email saying check for reduced rates from Carnival.

So i got on the Carnival Site and saw that the exact same 7 day Cruise to Alaska from Seattle, WA on Spirit on May 2 - May 9, 2023 had dropped to $464. Our rate was $664, so i called Carnival Customer Service 5/1/2022 Called at 4:00 pm spoke with 1st rep. She kept putting us on hold, it was like she was trying to pass the time so 5:00 would get there. Finally like 15 minutes before 5 a lady named Kayla who said she was with Resolutions came on. She did absolutely nothing. I offered to email her the screen shots of of our info and the rate that was on the site for the same exact cruise we were taking, with a time stamp of 5/1/2022 at 4:27 pm. I saw it at earlier but I figured I better screen shot it. Thankfully I did. So, after they kept us on hold forever and came back on surprisingly, the prices changed before 5:00 according to the lady. She said if I can’t see it, I can’t change it. The lady we were talking to said she couldn’t see it either which is weird, how was I able to see it and screen shot it if it was not there at 4:27 pm on 5/1/2022? Then I called today 5/2/2022 9:38 am so far been on the phone for an hour and 25 minutes and I have gotten the same run around. Carnival knows this price yesterday was $464. They are sending me to Resolutions again. Which again was no help. All of my proof is below. I did not make this up. Prices were supposed to be good through yesterday 5/1/2022 and Carnival did not close until 5:00. I was on the phone with them from 4:00-5:00 and I snapped the screenshot at 4:27pm on 5/1/2022 and today 5/2/2022 from 9:38 am to 11:34 am with no help. If you need any further information, please contact me. [protected] or paula.[protected]@newmarket.com.

V68ML5, Room 6177 Victoria Clay & Vera Ellison and V68ML6,Room 6179 Paula Daniel & Victoria Simmons. I am very discouraged at this. All the cruises I have taken and all that I plan to take, if this is not fixed I will have to look into other options. I would greatly appreciate your help. I have always loved the Carnival Cruises and this is the first issue I have every had and I do not want this to ruin how I feel about your company. I understand you don't take screen shots but this is truly a picture from yesterday and it is date stamped as yesterday. But I am not lying. Your resolution team found it today and still refused to give it to me. Sincerely, Paula Daniel

We were booked on carnival horizon for april 16 2022. Flights were all cancelled therefore could not get to cruise line called and was rebooked on same cruise same booking no ect for june 25 2022 refunded were the excurisons booked for the orginial cruise for 409,94 also refunded was the happy birthday stateroom decor which I ordered and pay for 53.70 what was not refunded were the transfers for total of 71.96 [35.98 and 34.98] I called many times with no results because most of the calls were disconnected. Not very good customer service this will be our 6 th cruise on carnival and if no refund or results this will be our final one on your cruise ships please check into this and email me with results and confirmation of refund in credit card booked for the cruise booking no is m65hp5 same no for orginial cruise departing april 16 2022 names arthur and paula massa my email is [protected]@sbc global.net thank you

I recently travelled on Carnival Pride Panama Canal April 2-10.

Unfortunately our plane was grounded in At;anta.

Was traveling with a tour group of 76 people "Go With Joe"

We didn't board the ship until it's first port of call, Limon Costa Rica on April 5 at 6:30 pm( after much uncertainty, effort, sleep deprivation sleeping in Orlando airport, numerous bus trips [ 1 traveling through the night] )

I am requesting compensation for the #+ days we missed on this cruise.

Would like a free cruise in 2024

Thank you for your consideration in this matter

Sincerely

Katherine Skebeck

VIPF # [protected]

Booking # T21KK5

I won't normally go this route, but I'm at my wit's end, and hope to get a sufficient response to my issue regarding my missing Dreams Studio order.

Below is our booking information:

Booking #: M37GP4

Guests: Matthew & Andrea Schuch

Ship: Carnival Panorama

Sailing Dates: November 27, 2021 - December 4, 2021 (7 days)

Cabin #: 6294

We ordered 3 metal prints during this cruise worth $600, but have yet to receive them (nearly 5 months now). We have contacted Carnival and Carnival's contact info for the Dreams Studio but have not gotten any response to our missing order. In fact, we have only gotten 1 email response from Carnival ([protected]@carnival.com) asking us to contact the Dreams Studio, which we have done now 3 times over the past 3 months with no reply. Not what I would call "good" customer service.

My wife and I have been on numerous Carnival cruises and have enjoyed all our experiences, except for this one. At this point, I cannot recommend using this service, no matter how nice the pictures are.

We are booked on Carnival Radiance departing May 16,2022 Booking numbers T47GX5, T47GT3. We are a party of 9 including 2 people with an approved vaccination exemption. After reading the test protocol for unvaccinated guests on Carnival's website, I decided to ask for clarification. The only reason why I took so much time to find the accurate answer is because the two young adults would have been detained when disembarking for not being able to pay their bill. I spoke with three people, including two supervisors and got conflicting answers. Unvaccinated guest must take a covid test at embarkation. The confusion is that $150 will be charged to the sign and sail card. The paragraph is misleading in two ways. It states for cruises longer than four days and for back-to-back cruises. The paragraph is so misleading that three Carnival Representatives said there is no charge for the 4 day cruise. Only longer than 4 days and back-to-back. I continued to ask for higher supervisors and is only when I was told that was incorrect. After almost 3 hours on the phone, I was told that there is absolutely a $150 charge, and I am past the no penalty cancellation. It’s unfortunate that I had to go so far above and beyond to find the honest answer to my question. All three representatives that told me otherwise, read the paragraph with me while on the phone. This is only a four day cruise, so the $150 is almost as much as the cruise. When I asked them to look back in the notes, I was told that there were only a few conversations documented. Now seems suspicious that there is no documentation of the conversations saying there is no charge. The final representative with the Executive Resolution Team agreed that it is very misleading. If the website is so misleading to Carnival representatives, how are the customers supposed to know? So why are the passengers penalized for the false information given by Carnival representatives and misleading information on their website? Very disappointing Carnival!

on carnival magic cruise from 3/12/2022-3/20/22. went on excursion on 3/15/2022 french cooking class in St Maarten was unable to eat the food we prepared because of unsanitary conditions. i am requesting a complete refund of 129.99

About 6 weeks ago I received an email from Carnival offering me an upgrade from the 3rd deck state room (with a window) to an 8th deck balcony room for

$256. I took them up on the offer. We are part of a group that consists of 12 people, so we have 5 rooms in total (all together on the 3rd deck) About 2 weeks ago, the rest of our party received free upgrades to the 8th deck balcony rooms. I called to find out why I had to pay for the same upgrade that was given for free to the rest of our group. I was inquiring about a refund of the $256 I paid for my upgrade. I spoke to 3 different people at Carnival regarding this, and got different answers from each one. It was all speculation from them as to why this occurred. Bottom line, I was told that the offer wasn't available for me because I had already upgraded, and I was just out of luck (disclaimer: I was never told literally that I was "out of luck", but the message was very clear). I wasn't even offered anything as a goodwill gesture, like a free meal at a specialty restaurant, or a soda drink package...nothing at all. At least that would have been nice, and could have left me feeling like they cared about me. This is my first time cruising with Carnival, and this is leaving a bad taste in my mouth. I guess I'll just stick with Holland America where I've cruised numerous times and each trip was exceptional.

We were advised that the above cruise that we had booked in February (8th) had been cancelled on 29/3/22 due to the Aurora needing to go to dry dock for repair work. Naturally we were extremely disappointed as we had been very much looking forward to this particular cruise for over 2 years.

We were also shocked to learn of this cancellation since it was only on 27/3/22 that we received an email update stating that the Aurora was completing the fleet and sailing to Spain, only 2 days beforehand!

I understand that the Aurora has already been in dry dock in January of this year for her routine overhaul but that work had not been completed due to an outbreak of Covid amongst the staff at that dock. If this is the case then surely P & 0 would have known then that further work needed to be carried out on the ship prior to any further sailings and, more importantly, prior to taking full payments from customers for hypothetical cruises which were never going to take place in June?

To add insult to injury we are still awaiting a refund of the cost of this cruise

nearly 2 weeks later!

We have been lucky enough to book onto a similar cruise on 20/5/22 on the Arcadia, also going to the Norwegian Fjords.

However we were dismayed to discover that due to tidal pricing we have to pay nearly £300 extra for the same duration of cruise even taking into account the paltry 5% compensation payment that P & O have been willing to pay. We booked the original cruise on the Aurora well in advance and it is through no fault of our own that we have had to re-book at much shorter notice therefore incurring "tidal prices".

Are P & 0/Carnival trying to claw back some of the income lost during the pandemic?

Therefore we feel that as a gesture of goodwill P & 0/Carnival should meet the extra costs of transferring to a different cruise. We genuinely feel that we have been treated very poorly by P & 0 hence the reason for communicating our displeasure direct to yourselves.

English P & 0 customers are being handled akin to second class citizens whereas we understand that the Customer Service in America is far superior to that which we have experienced so far.

My husbands family and I were booked on a cruise to leave May of 2022 it had to be paid in full by February, in December the cruises weren't docking at some ports for safety of covid, which we completely understood I lost my husband to covid and we wanted everyone to feel and be safe, we all said it doesn't seem safe at this time so I canceled mine a couple weeks before some of the family and the others waited and their deposit was held for them but because I canceled a little before them I lost mine, We have since rebooked for May 2023 and I would like my deposit used for this cruise.

On 4/3/2022 booked cove cabin #2250 for 6 day cruise. On Monday they washed the balcony Tuesday through Thursday they sanded, chipped paint on the life boats above our cabin then washed the balcony. Washed it again Friday. I went to customer service asked for another room they said they did not have one and offered a bottle of wine for compensation. I explained we were booked on the following 8 day cruise 4/9/2022 and would not stay in this cabin. I point out on a daily base we had paint chips, dust and grime all aver the balcony chairs and in the room. This was investigated and confirmed by the deck manager. After several visits and conversations with guest services they finely moved us late Sunday to another room #9472. This of course spoiled our first 6 days. They also on the following wednesday gave us $300 ship board credit for the remaining cruise. We have booked on the same ship for the Panama Canal cruise and a further Transatlantic cruise from London to Galverston. I have no desire to go through the same drama involved in with the Balcony cabin and will consider cancellation unless something can be done to rectify this concern. I hope carnival can look into this and support guests that have been loyal to your company.

Morning of cruise, March 19, 2022, I was rushed into the hospital with a bacterial infection in my large intestine. I was in for 4 days. There was no way we could make this cruise. The situation was out of our control. We called as soon as possible to let the ship know that we would not make this trip. We only cruise with Carnival and are about to become platinum cruisers.

I have never been on a cruise before so my fiancé & I decided to go on one...

Booked a cruise for 1/18/2021-1/22/2021-paid in Full around $600

Cruise cancelled due to Covid, so I take the option for future cruise credit & $300 onboard credit.

Booked cruise number 2: 1/18/2022-1/22/2022- hassle to rebook; Of course, this cruise cost more than the previous one so I was required to give a deposit even though I had a previous paid in full cruise, somehow was only given $300 future cruise credit & $300 onboard credit...I decided whatever just let it go; I paid off the balance and now had cruise 2 paid in full.

Cruise #2 cancelled due to Covid so I again take the option for future cruise credit & $300 onboard credit.

Booked cruise number 3: 7/18/22-7/22/22-again a hassle to rebook; this one costs more than previous so they asked for a deposit again even though I had now paid them over $1000 for previous 2 cruises. This time the $300 from the first cruise was now missing, the amount for the second cruise that I paid was applied and $300 future cruise credit. They also gave me a convenience credit of like $50 of something.

So...I call and inquire about the missing credit & at that point now my fiance could not go, so I ask if I can swap my daughter for him. She says yes, BUT did not inform me that I was required to pay fees for doing that! I would not have changed the guest if I knew that...she says she has to fill out some form and I should hear something in 3 weeks...that was 2 months ago!

I call today...explain the whole thing AGAIN, change my daughter back to my fiancé since this thing has been changed so many times, it is hard for people to plan accordingly. I am charged fee to do so...so now the cruise is even more expensive. She has to ask support so I sit on hold for 1 hour and 1/2...yes over an hour for them to tell her...fill out a form and it'll be applied in 3 weeks! No good as I have to have the balance remaining paid by next week, so support applies right away (why couldn't they do that in the first place?!?), returns the missing $150 on board credit and I still had to pay over $400 to pay off the balance.

I have now paid over $1500 and have been NOWHERE! This has been such a pain in the you know what. This cruise better be heaven sent after all this BS! So frustrating! If you cancelled the cruises then you should at least honor the promotions you're offering for people who had not even booked. Nope, no promos applied, full prices. Guaranteed I have paid double what someone who would book tomorrow would pay...not a good experience for first time cruisers.

Hi,Conquest 04/11/22 cabin 8259 Marijuana smell and smoked Marijuana coming in my cabin Three of the four days up to three or four times a day. I did report it to guest services no luck. I was not sure where it was coming from I notice on the Three day where it was coming from in through the air condition vent. The smell was so bad it take my breath had to open the balcony door.

Mike Bolton

This was to be our 23rd cruise with Carnival but when things go wrong at the last moment there was nothing we could do but cancel. When my wife passed out and showed signs of passing it was to the hospital for her the next two days was at the hospital that was 06 and 04/07 and was released on 04/08 and the sailing date of 04/09 along with all the trauma that goes along with it and when the doctor said no travel for her that was the last straw and we cancelled. I hate missing a cruise but that is better than missing a wife of 58 years so I will leave it up to you for now

Booking #W47VN5

On March 31st, I booked the cruise on the Carnival Magic departing May 1/22 out of Orlando, Florida.

On April 1st, I contacted your Customer Care Centre and spoke with an agent to inquire about mask protocols while onboard. I was informed all guests must wear their masks unless outside or when eating and drinking. I was assured by the Carnival representative this safety measure would be enforced during my cruise. At this point, I still had the option to cancel my booking with no penalty.

A couple of days later, a friend had just returned from a Carnival cruise and said guests were not wearing masks indoors and this protocol was not being enforced by Carnival. On April 8th, I contacted Carnival Customer Service to verify the masking protocol and was informed guests are not required to wear masks but only recommended. I requested a full refund as I had been told incorrect information by a Carnival employee. I was transferred to Sharon in Customer Resolutions. I explained the situation and requested the April 1st call be reviewed. She stated that she is unable to provide a refund and was unable to review the call. She advised me to call back tomorrow and speak with a representative in Executive Resolutions. Their department is able to review the call and waive any penalties.

On April 9th, I spoke with Kenyada in Executive Resolutions. I again explained the situation and requested a full refund without penalty as I was provided incorrect safety information by a Carnival representative. Had I been told it is voluntary masking, I would have canceled my booking on April 1st. She said she can only pull the call as training for the agent and not to verify incorrect information was given to me to allow for a full refund without penalty. As my booking was paid in full, she offered 1/2 refund back to my account and 1/2 FCC. I explained I do not want the FCC and should not be penalized based on incorrect safety information by a Carnival representative.

Arrived at the Miami Port on March 19th to get aboard the new Horizen! Finally got in with My Husband who has had 7 strokes! partial eyesight and severe diabetes. Larry Loves Carnival Cruises and it was his extreme wish for me to take him on one! our family and friends complied he was so happy! he was going on the new Horizen I believe this could have been our 15th Carnival! we became "PLATINUM he was always trying to get to that level! and he made it! SOOO Happy! I discovered that I lost our insulin he takes 5 shots a day! Found our room up on the lido deck where I had everything I could do to get him around! right outside our door so perfect for him. he loved the ship he is a NAVY VETERAN! I ran down to medical and they did not have his insulin he takes was afraid I thought to give him a different kind! I asked them if we could go to the VA which was 18 minutes away they agreed and even called us a taxi! one of the girls said it was okay to leave for a Medical Emergency! VA could not take us in right away so we headed back to the port, ship was still there tried to get in and they would not let us In! Larry was feeling very ill as he had no insulin since 5:00 A.M.! and nothing to eat! I begged the Carnival Managers outside to help my husband even trying to grab their arms and beg to please get him some water they shrugged me off I begged them if we could get some medical help from their doctor they would not pay attention to me! to let us back down to their medical we had already been on the ship! our luggage was upstairs! they told me we had to leave the port! Iam 76 Larry is 79 he could not get up I asked if someone could help him get to a restroom a security guard ignored us! I told them we have nothing where were we to go they went to our room on the ship and Kicked our luggage out the doors from a slim opening! I cried and did not know what to do except keep begging for help! They reported us to the Miami police! When they arrived they too discovered he was very ill and that we were passengers on that ship! they brought him inside after the police told them to and give him a drink of water! The wonderful offices called an ambulance and rushed us to the VA emergency room! he could have gone into a coma. why could they not have been nice to a Veteran! and helped him out they instead treated him like he was a piece of dirt and totally ignored him! especially the lady manager she would not even talk to us! A rep from Carnival showed up at the VA that night and did offer to get me a sandwich and a drink! He did however put us in a hotel room and offer us dinners! and a safe place to sleep! How ever I tried to talk Larry into going home! His wish was to be on that boat he was so excited it was his Christmas present from our 3 sons! they offered us another ship and he so wanted to go and sit he was exhausted and then they would not let us get on the other ship! demanding papers from the VA stating he could travel! the VA does not give out their veterans medical history and they told them so! the man kept calling the VA for info on my husband! even making me give him his last 4 numbers! To get info on him! my son sent him some medical papers from his e-mail. they then discussed it and let us on the Sunshine it was so unpleasant and not very clean at all! The food was horrible I had to pay $55.00 for a Lobster dinner and carried it to our room took all the dishes back and got charged a service fee! I ordered a toasted grilled cheese sandwich and it was only browned on one side! the next night I ordered him a hotdog that was slightly warmed with a small piece of uncooked cold sauerkraut on it he could not eat it I doubt if the hotdog was even cooked! they cut back on everything not like it was not so many years just since they lost money since covid! he still wanted to stay I let him stay a 2nd time we payed for the cruising time. he could not leave the room the walk was too long even when I changed us to the lido deck! but he managed! they would not give us a wheelchair! they quoted me a price for it and when I went to get it they raised it and told me they gave me the wrong price and the young man turned his back and helped someone else Finally they offered to pay our way home since we lost our airfare. But we were to be on the new Horizen and this ship was like all the other Carnivals they all look exactly alike! we were so looking forward to the new ship. I watched a movie in one of the lounges listening to the Carnival President saying how they value their veterans! I was so heartbroken at her message I just wanted to tell everyone watching that, that she forgot to tell the employees how carnival valued their veterans that young man at the service desk should be made to watch it! they do not seem like they care at all! not handing us our luggage kicking it out the door! not acknowledging a very sick man the other Men who were suppose to be managers were flirting and laughing in conversations with other people! when I tell this story to all the people here and at the VA in Cleveland OHIO and here at home no one could believe it! she should not show that film ever again! dee. [protected]@hotmail.com

I was on the Sunshine out of Charleston on March 7th the ship did not have any pins. We were promised to get it in the mail so far I have not received a pin. My cruise partner received hers.

We went on a cruise in January 22, 2022 and it was a disaster. We just took it as a COVID issue as this was the first time the ship was back at sea since COVID and they were working out the kinks. We spoke to Shaneisa Shelton

Guest Care Specialist, and she addressed our issues and took care of most of them. She also told us that due to those issues and our horrible experience, she would process a $300 ship credit for myself and my wife and all we had to do when we booked our next cruise was to call in, and they would credit it to our next cruise. This conversation was after several back and forth emails and alot of holding while calling in. Verbally this was all addressed and we were told it was entered and we were good to go. She even had me on the phone while she was entering everything into the notes and had me wait until she claimed it was done and entered. We were also told we would get an email to confirm all of this. Needless to say, time passed and we forgot and unfortunately, we never got an email.

So now we have another cruise booked for August 7th and decided since we had the $600 credit we would bring the whole family, 10 of us. So I did what she said, booked another cruise, called in to have credit put on our next cruise and no one can find it and are now telling us we cannot get it! Ridiculous, we were told it was done and here we sit about 100 days away from our next cruise and I've been on hold all day, being transferred from one person to another with no outcome still. On top of this, we looked int our cruise with an offer i got back in march were we would get rooms at a discount and $200 onboard credit per room, for two rooms and we put it on hold to finalize with all of our family members. It was on a 96 hour hold and when i clicked on email with hold timer counting down, it said I still had 26 hours to go and when i opened it, it said our cruise reservation was cancelled So i called in and I was told an email was sent cancelling our cruise and we did the cancelling. I did not cancel the cruise and they did nothing but told me to just book it again, but we lost the deal we had. Our potential cruise went up over $2k for three balcony rooms, and we lost the $200 onboard credit for the two rooms. Now we have to pay additional $2k for the cruise, had to downgrade to window rooms and lost the on board credit. This was also not our fault but were paying for it.

I booked a cruise for July 2022 on March 21, 2022. Booking numbers V95NG1 and V95NG0. Based on the initial policy, I thought even though 2 people in my party were not vaccinated they could still go on cruise. I received a follow up email from Carnival that better explained their policy and I realized we could not travel. I cancelled the cruise on March 23, 2022 but Carnival would not return my deposit of $1,000 because I did not cancel within 24 hours. I called their customer service and explained it was due to the confusing COVID vaccine policy but the customer service manager stated she is sticking to their policy and I would not get my $1,000 back. This would have been my 4th cruise with Carnival. I am shocked that they were willing to loose a customer for life over their 24 hour rule.

My husband and I were set to sail on April 3, 2022 on ship Magic. Our booking number is T40VB7. We had 2 flights to get there and our second flight got delayed waiting on a flight attendant. After 3 hours of waiting for the flight attendant, the airline state that the flight was going to be cancelled due to weather. We panicked as our cruise was set to leave 16 hours later and we had no physical way of getting there on time. Even if we drove 17 hours straight to get there. We emailed Carnival right away and got no response (we expected that because it was the middle the night!) We then called them first thing when they opened and were told we could do nothing - not switch to a new cruise or get any money back. The First Lady I talked to was sympathetic and sent me to her supervisor to see if there was anything they could do. I waited for awhile then the lady I talked to did not care AT ALL. I understand there are policy’s but you would think because this was 100% out of our Control that they would try to help us but giving us partial credit or something. The lady was very short and didn’t care that our vacation was ruined and we were stuck in a random state out over $1000. It was devastating!