Menu
Carnival Cruise Lines
Carnival Cruise Lines Customer Service Phone, Email, Contacts

Carnival Cruise Lines
reviews & complaints

www.carnival.com
www.carnival.com

Learn how the rating is calculated

4.0 1287 Reviews

Carnival Cruise Lines Complaints Summary

941 Resolved
335 Unresolved
Our verdict: You can expect a very good level of service from Carnival Cruise Lines. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
Claimed
Carnival Cruise Lines has claimed their business profile
Get notifications about new complaints and reviews of Carnival Cruise Lines. We promise not to send you any unrelated messages.
Share
Write a review File a complaint

Carnival Cruise Lines reviews & complaints 1287

Filter reviews by rating
5
1 review
4
0 review
3
0 review
2
2 reviews
1
8 reviews
Sort by:

Newest Carnival Cruise Lines reviews & complaints

ComplaintsBoard
J
8:22 am EDT

Carnival Cruise Lines customer service in competencies and abuse of of power from staff

Patrick Donovan
Judith Nazaire
[remoed]
[removed]

Re: Booking Number 6ZK1S7

10/14/2017

Dear Carnival Cruise Customer Service Department:

My name is Patrick Donovan. My wife is Judith Nazaire. My wife and I planned a cruise for schedule for Noveber 5, 2017, Booking Number 6ZK1S7. We plan this cruse on April, 2017. This cruise was plan as our honeymoon vacation. We plan all the details to our cruise and wanted this vacation to be special very special for us. My wife has cruised with both carnival and other cruises in the past but she specially insisted on carnival for our honeymoon option because she has had prior positive experiences with Carnival. This is my first cruise ever, she spoke highly of Carnival and her prior experience, she wanted to make sure I have the optimum experience.
The details:
On 4/2017, at the initial booking, we booked a suite for us for this special event.
On 10/5/17, my wife received a call from Carnival Cruise custumer service and made us an offer to upfrade to a ocean suite much larger than our previous suite and with priority boarding both on and off the cruise. We agreed to the perks because we wanted this cruise to be special. We can’t afford it but we agreed given the perks and for this special occasion.
On 10/6/17, we received an email detail changes in our itinerary has changes, given the weaher and the past huriccanes damaged, we accepted and understood. We accepted for what it was, no one has control ober the weather.
On 10/10, both my wife noticed the places we will be attending have 2 of the same places we are planning on booking for our April cruises plan with our 5 children for April, 2018. We thought it would be unfair to us to go to identical places six months later; it would be a waste of adventure. Due to strick school schedule we only have limited time from to vacation with our children, so I asked m wife to contact carnival to see if there are any other options.
On 10/13/17, my wife contacted carnival at around 3 pm, she spoke with an agent named Jessica, my wife explained the situation and our concerned to Jessica. She stated there were options to change. She viewed our booking and other optional booking options. WE both agreed on 11/12/17, a week later than out previously planned cruise. We found a cruise for the following weekend with different places, she quoted her a price of $1818.54, the price would actually be less and that the changes can be made. She assured her there were not going to be any problem in making changes; she did let us know that it will be a $50.00 change fee per each person. In fact she quoted her the same room type, the special suite we paid for and all with over $400 dollars less. She was getting ready to book but my wife wanted to make sure that we would be able to change the dates of our flights, hotel and car rental from Miami. She assured Jessica she will call back to finish processing the booking. Jessica gave her direct number and direct extension, [protected] xt 47335.
On 10/13/17 we contacted Expedia and made all the necessary chages to out flights, hotel and car rental, we paid an additional $177.78 for all the chages, we thought it was okay giving the fact that we will be saving some money from the cruise with the quotes that Jessica gave us. My wife called me and we were delighted we thought it was a blessing from God. And I called both my boss and her boss to request changes to our previously agreed upon vacation date approval.
On 10/13/17 at around 3:45 p.m. my wife continuously tried to contact Jessica to make all the changes but the phone was continuously busy signal. After 45 minutes of being busy, she decided to call the main number and asked a staff to connect her but she was told the extension was also busy and that it was likely because the agent left. At the time my wife could not remember the name of the agent she spoke with and she was told she could not be tracked even though we had the extension number. We were told that extension was not a noted extension for Jessica, almost as if she made the whole thing up. She hang up the phone with the agent and decided to wait and call the number she had to see if anything changed.
Afte ten minutes of busy signals, she called the main number and spoke with another agent, that agent told her that extension did not exist and she offered to help her. My wife described everything in details of what was happening. The agent noted she could not do anything to help her and that if my wife changed the trip she would be subject to change fines, she also had to file insurance for claim, the assurance we will lose 30% of the money we already paid and we should rebook t a whole new vacation for 10/12/17, or best option is to contact Expedia to change our plans back to 10/5. She asked to speak with a manager; she was connected to Christine Oliviera, a manager. She reported the same thing as the previous agent did. My wife was beside herself at that point, she began crying and had also experienced a panic attacks. She was so upset. We follow the proper protocol and yet no one is helping us and made it seem like we had lied. My wife called me over the telephone to tell me this and quite frankly I was livid too, but I was extremely fearful for her and the effect all of this is having on her emotionally and physically, it was quite upsetting.
My wife continued to insist that they only reasons the changes were made is because we were assured by carnival agent that the changes could be made without any issue. She kept insisting of the conversation she had with the agent and the offer made could not have been possible. Because at the time she was not abe to recall her name, she asked after constant doubt by your staff to listen to the recording to prove her. She was told the recordings may not be available but it will also take up to (3) business days because it was after hours to locate the recordings. My wife remained diligent and requested that an immediate action take place. She continued demanding help and review of the calls in hope to identify the woman she previously spoke with and to comfirm the information giving to her and to prove the only reason the changes were made were to to our fligt, hotel and car. After an hour on the telephone, Christine graciously agreed to locate the recording along with another person involved. Even at that time, no hope were given to us, we thought we were going to lose all of our hard earned money one way or another through Carnival or through the changes in Miami we saved up for our honeymoon. Christine took down her number and assured her either she or the other person will be in contact with her within the hour whether or not the recordings are located.
While waiting both my wife and I continued to call that number that was previously given to us by the agent at the initial call. It went from being busy to ringing and no one was answered it. We contacted the customer service and asked them to try the number herself and she also had no luck. Finally, last hope, the phone extension rang and on the 16th ring, it was finally answered by a woman named Jessica. My wife with tears in her eyes and crackling voice explained to Jessica what she has been going thru and explained in detailed all that had occurred within the 3 hours since she last spoke with her. Jessica confirmed the conversation and all that my wife was saying she and her talked about and what Jessica promised us. She recalled it. She apologized and stated the original plan in place and began making the changes. She then again quoted us a little higher price of $1896.46 for the same rooms we had at our prior cruise dated for 11/5/17. As she tried to book the room she then realized that room was not available, she gave us the option of another lower price room, which was the initial suite we had previously booked prior to the upgrade that was offered on 10/5/17. She noted she was not able to complete the booking and she indeed needed help from another department. She placed us on hold while she completed the booking. She came back 5 minutes later and explained the booking could not be completed due to the same reasons we were told by Christine the agent. My wife has to remind her, Jessica you told us changing the booking would not be a problem. We followed the protocol and were made assured. She was reminded it was based on her assurance and conversation is why she made the other changes to our flight, hotel and car rental and paid additional fees to make those things happened. She was reminded she assured us that not only there will not be a problem to make the changes but also we were promised a much lower fee that we had already paid for. She acknowledged she make a mistake and gave us incorrect information but also took responsibility for it and she once again placed my wife on hold and went on to speak to the same department to adhere to the mess that was caused by her.
In the mean time, Christine contacted us and noted the recordings were found and reviewed and Jessica did indeed made promises. But, instead of honoring what Jessica initially promised us. Christine made it clear that our room was not available and the only one suite with ocean view was a little over $1000 more, we could not get a suite, the only thing Carnival can do is to place us on a spa room at the same final price we paid for including out upgrade fee and we would not be eligible for the pre and post expedited boarding we were promised and paid for. Plus an additional
$100 dollars for the changes that were to be made and off course the vacation protection plan to be repaid. My wife due to her emotional state at this time and being overwhelmed in making sure we had somewhere to go on 11/12/17, because of all the changes we made and money already spend, agreed with what carnival agent Christine insisted Carnival could do. But me on the other hand is extremely disappointed and upset with the carnival team. I understand, mistake is made all the time but people should be held accountable for them. The audacity for the carnival agent to offer these changes as if we made the mistake is absurd. Carnival acknowledged they screw up, it was acknowledged by the person herself and by two other managers. How dare they treat my wife this way? They took advantage of the fact that she was overwhelmed and felt defeated at that point of the situation. I listened to the messages that my wife was then smart enough to began to record herself from the time then recorded she started calling that extension. Jessica clearly made a mistake and she acknowledged it and apologized for it. When Christine called her back she also acknowledged the miss information that led us to this massive confusion. We are not rich people, just working class individuals who work hard and try to reward themselves with their hard work. The tone was the same, as if my wife was the one who made the mistakes, as if they were doing us a favor by putting us on the so called “spa level”. In essence we lost $328.00 for the suite upgrade and priority boarding we paid on 10/5, we spend an additional $177.34 for changes of airline and hotel to accommodation. We had to pay an additional fee of $100.00 for the changes.
I say all of this to say, this is not acceptable. Carnival need to make things right.
1. We want the upgraded suite we paid for with priority boarding we were paid for.
2. Or we want our initial suite with refund of the $328.00 we paid for the upgraded and priority boarding.
2. If those Suites are not available as you stated, we want whichever ocean suite that is available and Carnival will just have to eat up the additional cost.
3. If neither of those room options are available we will expect a significant cruise credits (amounts that were lost totaling additional fees, $328+$173+$100) money loss by us and discounts on our next cruise schedule in the future.

That is the least, given that my wife suffered emotionally and physically from this debacle made by Carnival. She came home feeling really sick, vomiting from all the stress that was cause by your staff and their lack of communication. My wife is the niceness woman you will ever meet.. She accepted you’re previously suggested terms because she was stress and she did not want to disappoint us, because she wanted to make sure we had somewhere to go for our honeymoon. It fells that your staff noted that and took advantage of that. But I am not my wife and for her I’m am ready and willing to take legal actions until we are properly compensated for the monetary loss and emotional loss. Please I encourage you speak with all the parties involved and listen to your recordings as well. Hearing my wife voice on those recording were the worst thing we had to encounter in our marriage thus far. And I cannot and will not allow anyone or any company big or small to take advantage of us the way I feel Carnival cruise staff did on that day. I hope to hear from someone soon.

Sincerely,

Patrick Donovan

p.s (Audio proof and paper proof available upon request)

Read full review of Carnival Cruise Lines
Hide full review
ComplaintsBoard
R
2:59 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines beverage package

My wife and I purchased the beverage package for our cruise on Carnival Splendor sailing on Sept 30th., However when we were on there private island, we found out that it couldn't be used on the island. We were charged $34 dollars for beer. when I asked the server why he said it was to make more money. I donot understand why, as it was entered into their system for charges. I feel I paid for the package approx $1000 and still got charged. I think I should get a refund for the beer.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
I
9:39 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines vouchers instead of refund

We scrimped and saved for a year for our dream holiday, with our friends Keith, Joy and their grandson Ryan. Eight days in a villa in Florida and a weeks cruise on Carnival Conquest sailing Sept 9th 2017. During our first week we heard of hurricane Irma, and found out the cruise had been cancelled until Mon 11th, and then Tue 12th. As we were to leave the Villa on the 9th, we had to book another Villa at a cost of £680. As the cruise was only going to Cozumel Mexico ( we had been to before ) instead of four Islands, we decided to cancel, and accept a voucher for a cruise in the future. We can not afford to travel back to the U.S.A. so we thought we could cruise along the Meditteranean. Now, we have found out Carnival only have two cruises going along the Med, next April and nothing else. We wanted September. As i have said, it is impossible for us to travel back to America, and there are no suitable cruises along the Med, what are we supposed to do, lose our money $2315 which we can ill afford. Would it be possible for us to have a refund?

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
N
5:26 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines port changes

It is wrong for Carnival to penalize me for the devastation that occurred in Puerto Rico. Carnival has changed our ports to a cheaper destinations and is charging the same cost. I called to inquire about a price adjustment and was told that management made a decision and it was final. Carnival's management is in a great position to make this kind of decision because they will profit at everyone else's expense. I can't get a full refund so Carnival is going to make a profit. Carnival is ensuring that their revenue is guaranteed. This is unfortunate because I prefer Carnival's line over all others but this will be my last sailing with them.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
E
2:58 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines staff and unprofessionalism / cleanliness

Yes my name is Eleece Weatherspoon . I have been tiring to get in touch with some one for five days and have been on hold for at least 30 mins a day on hold and haven't talked to anyone. Well first I just came back off my cruise on the carnival Glory that sailed out September 30th. It was bad enough our itinerary was changed and came all the way from Texas to go on a cruise that I could have went on from Galveston. The staff was the rudest people I have ever seen. I bring a group of at least 20 people every ear for the past 4 years and we have never experienced what we went through.My first day I got to my room #6427 there was mess smeared in he toilet seat when call house keeping he tell me it is a stain. When I left the room he attempted to scrub it off instead of switching the seat that was so unsanitary. My sheets was changed until the 5th day and I had to compiling about that. When he changed the sheets he did not change the pillow case had to call him back. My daughter was in room 2214 and she call me and said she needed some tissue and when she called house keeping they told her to use the Kleenex tissue in the box that was in the bathroom. I don't no what kind of truing these people had on this ship but they need to go back and learn how to be mo professional. I have never had this experience on carnival until now. I brought a specie mojito and the bartender started making my drink he had it half way finish when he realize that he did not have all the ingredients at the bar so he takes my drink and walk all the across the Lido deck to the other bar and get what he needs and come than finishes my drink and gives it to me. All those germs out there and he traveling with my drink. I had to bring to drink back because he did not make it right. I had to go to guess service to have it credited back. I spend too much money with carnival to have to had been subject to this type of behavior.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
T
2:11 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines change of route

I can understand that san juan and st Thomas are devastated and Carnival feels they will not issue any refund for the nov 25 th cruise on the Glory but now this is a cruise to Bahamas Puerto Plata and Grand Turk and they save thousands and thousands of dollars in the huge savings on this much shorter distance they travel Hey how about a refund to reflect the passengers fare very disappointed tom wainman

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
N
6:06 pm EDT

Carnival Cruise Lines cancelled cruise

We were supposed to sail on the Fascination December 3 which was of course cancelled. We spent over a year planning this tr ip to celebrate our 20th Anniversary. After we booked this trip well over a year ago we immediately purchased a Faster to the Fun Pass. After many hours today, we were finally able to re-book our trip sailing the same week on the Breeze, but of course the FTTF are all sold out. This is incredibly unfair and we would like to request Carnival waive the number of FTTF allowed to give ours back to us. It's the least you can do after the manner in which we were treated through this fiasco. We are not complaining FEMA chartered our ship, we certainly understand the need, but we are appalled at how we were treated by Carnival through the entire process. Our new booking number is 8XF6K6.

Read full review of Carnival Cruise Lines
Hide full review
ComplaintsBoard
D
9:29 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines changing guest name

Booking #6SR6J7
I have a cruise that I'm to leave on in 11 days. My son now has to go under major surgery and I'm unable to go. I wanted to give my cruise a friend of mine and I was willing to pay a fee. When I called the woman told me I would have to pay $650 just to cancel and than I would have to rebook and pay for a whole new trip. I don't understand how changing a name is very hard at all. She than continued to try to sell me the cruise and kept saying I should go no matter what. No my child comes first! I than spoke to someone else and they said it wouldn't be a problem. They than said they could not do it. This is very frustrating!

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
T
12:48 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines 7xx7z3

Hi,

I booked a trip with friends to sail aboard Carnival Fascination. Was set to sail out Nov 12, 2017 from Puerto Rico. After seeing Hurricane Harvey, then next Hurricane was about to hit Puerto Rico. I was worried about not enjoying the trip due to port changes and also I would have had to fly into and out of San Juan, was worried about ease of travel as well. I cancelled the trip; my travel agent informed me ships were still sailing out even in the damage and chaos.

Now I am informed that 1 month prior to sail date, the ship won't be sailing out and gave the rest of my group full refunds.

Is there anything that can be done in my situation? Or even credit be given toward another cruise?

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
I
4:37 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines carnival cruise lines

We booked a cruise for Nov 5th on Carnival Splendor out of Miami Fl...due to the recent hurricanes our Itinerary has changed. We were supposed to stop at 4 ports and now has been changed to 3 on an 7 day sailing! When you call customer Services at [protected] you get NO CUSTOMER SERVICE! So as a customer that has booked Carnival cruises in the past, I will never book Carnival Cruises again! Booking #BLM2X6

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Oct 10, 2017 5:14 pm EDT

They've likely eliminated the Grand Turk port. Grand Turk a neat little island -- with the emphasis on LITTLE. I visited the island a few years ago. There's no excursions that are worthwhile. The island really is too small to tour. There's a very simple lighthouse on the far side of the island. It's claim to fame was that it was where one of the Apollo capsules was retrieved as the U.S. began the space race. Sincerely, the only thing to do is lay on the beach. Not to say that isn't a bad way to spend the day.

Unfortunately, Grand Turk was hit pretty bad by Irma. As a result, the stop has been replaced on several cruises with "a fun day at sea." Even though it's fun to see new places, the fun day at sea isn't a bad trade-off.

ComplaintsBoard
T
8:30 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines carnival conquest september 16, 2017 booking numbers; 5wl4t2 gqv2n0 6fl6q1 6jj2x9

10/10/17

RE: CARNIVAL CONQUEST
SEPTEMBER 16, 2017

Booking numbers;
5WL4T2
GQV2N0
6FL6Q1
6JJ2X9

Dear Carnival Customer Service,

I am writing to you regarding my recent cruise on the Carnival Conquest; which departed from Port Everglades on September 16, 2017. I have traveled on Carnival Cruise lines and competitors, however this was a disappointing experience. I am hoping that you can offer some form of redress for the terrible journey I took on your ship.

Our 8 day cruise was planned for more than a year, it was selected by our family of 12 (4 rooms), to visit the beautiful destinations advertised. Less than a day prior to cruise our itinerary was amended;

SAT Ft.Lauderdale(Port Everglades), FL 4:00 PM
SUN Fun Day @ Sea
MON Amber Cove, Dominican Republic 9:00 AM 5:00 PM
TUE La Romana, Dominican Republic 9:00 AM 4:00 PM
WED Curacao 1:00 PM 11:00 PM
THU Aruba 8:00 AM 4:00 PM
FRI Fun Day @ Sea
SAT Fun Day @ Sea
SUN Ft.Lauderdale(Port Everglades), FL
As a result of the sudden changes, we were compensated $25.00 per room. While on board, we were informed that additional itinerary changes were planned;
SAT Ft.Lauderdale(Port Everglades), FL
SUN Fun Day @ Sea
MON Amber Cove, Dominican Republic
TUE La Romana, Dominican Republic
WED Ocho Rios
THU Fum Day @ Sea
FRI Grand Cayman
SAT Fun Day @ Sea
SUN Ft.Lauderdale(Port Everglades), FL

Our destination times were shortened, because my family has cruised in the past, the destinations were places we have been to before.

Because of the sudden changes in the itinerary, the onboard activities and events appeared lackluster, the staff was not engaging or excited to create an upbeat memorable experience. We were not credited or compensated for the port changes.

I request that you remedy this situation immediately. I would appreciate a credit towards the cruise to the destinations we initially booked. Please feel free to contact me at [protected], to discuss alternatives. I look forward to hearing your response.

Sincerely,

Tamara Green
[protected]@yahoo.com

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
S
7:55 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines rebooking

My name is Marty Thompson. I paid for a Carnival cruise for two that left Miami on Saturday, Sep 23, 2017 and was to return on Oct 1, 2017. My friend's family would not let her go because of the hurricanes I am 87 years old and was afraid to go by myself. I called the cruise line to let them know I would not be coming. I would like very much to rebook the cruise. I realize that I might be charged a fee for rebooking, but I do not want to lose all of my money because of my age and weather related issues. This would have been my 18th cruise with Carnival. I hope you can help me.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
R
9:26 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines itinerary change for conquest sailing nov. 5th

My family and i booked (booking# 7hb6n7, plus 3 others)this ship to stop in grand turk, now this port has been taken off, why ? no answer from carnival, other ships are docking there before and after our travel dates. We would like to know why and how was the decision made to take this port off if they are open? carnival will benefit the most from these changes, they will make a financial gain from these " fun day at sea", as they call it.

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Oct 09, 2017 10:00 pm EDT

Grand Turk was hit pretty badly with the latest Irma hurricane. Hopefully they'll recover soon. But the island is extremely small and frankly, the only thing to do on it is to lay out on the beach. The fun day at sea can be just as enjoyable.

ComplaintsBoard
B
9:00 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines carnival freedom booking 9l9hd3 — william & tracie easley

Freedom Booking #9L9HD3 cruise for Sept 9-16, 2017 to Key West, Freeport, & Nausau Bahamas...on Aug 25 Hurricane Harvey made a direct hit on our town of Victoria TX. This hurricane devastated the area and made the home that my husband and I are purchasing uninhabitable. The apartment that my son and his pregnant wife were living in became uninhabitable due to mold growth. Following the hurricane, we have ALL been living under the same roof in my in-laws home and endured 9 days of no electricity...While Harvey devastated South Texas, Hurricane Irma headed for the Bahamas and Florida...We called Carnival for a credit for this cruise as we booked it over a year ago but were DENIED because the ship was being rerouted 2 days prior to the sailing and headed to Isla Routan, Belize and Cozumel--destinations that my husband and I had already sailed to with no desire to want to return to...I informed the person at Carnival that we wanted cruise credit so we could take the Bahamas cruise at a later date--DENIED and we would be refunded fees and gratuities (~$350) only and lost $1500 because the ship was rerouted instead of being cancelled. We paid for a cruise to the Bahamas and wanted a cruise to the Bahamas-not ports we had already previously visited. Since then, I have received phone calls offering deals to sail again with Carnival but as of right now I will not sail again with Carnival due to this past experience--currently looking at other cruise lines

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
W
6:33 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines itinerary change

We are booked on the Carnival Glory Dec. 23rd, out of Miami. We have 5 cabins in our group, booked a year ago. We see that Carnival has changed the number of ports from 4 to 3. We paid for a 4 port cruise, now getting only 3 and two back to back sea days, we are NOT happy about this. We checked the Glory's itinerary the weeks before and they are scheduled for 4 ports, why can't we get that same itinerary? I would rather go to a port we have been before then another sea day, with no sun loungers available.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
S
2:13 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines carnival cruise lines / unhappy with port changes/ request credit

Due to the aftermath of Hurricane Maria, our itinerary was changed and we have been forced to travel to Mexico instead of Puerto Rico. We have been to Mexico several times and are unhappy with the changes. We have made several attempts to obtain a credit in order to travel with carnival to another destination but all supervisors state that this option cannot be done and if we do not want to board for Mexico, we would lose our deposit. This is completely unprofessional seeing as we are paying customers due to unforeseen circumstances we have not been given options that are suitable. Basically we are being forced to go on a vacation that we will not enjoy. Where is the customer satisfaction in this?! At least if we could have the option to get a credit to use at a later time, this would be appropriate seeing as we have chosen this company several times before. We have not even entered the cruise and dealing with customer service and all the inconveniences, we are not comfortable with the situation and are extremely unhappy. We have been valued members and are being treated unfairly with no regard.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
D
10:54 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines dec 23 cruise-unhappy with port changes/limit of ports

I am booked on a cruise for Dec 23. Carnival Sunshine out of Port Canaveral...due to the recent hurricanes our Itineray has changed. We were supposed to stop at 4 ports and now has been changed to 3 on an 8 day sailing! We also want to see a port that is comparable to our original itinery Turks and Caicos/San Juan/St.Kitts and St.Marteen... currently my email states we will go to Turks and Caicos, St.Kitts and Amber Cove. 5 days is a long time on a ship.. 1 more additional port equivalent to St.Marteen would be nice ie. Antiqa...St. Thomas...Carucao...Aruba... I really dont care to see Dominican and we booked the original cruise based on the ports of call. Hopefully the email I recieved isnt final and please let us know if there will be any changes. We also want you to know we appreciate all you are doing to help the affected islands. Thankyou for your time, Denise

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
E
4:31 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines refund of my deposit

I call Carnival cruise, to cancel my trip after the horrible hurricane that just came through the Caribbean and destroyed alot of the islands we were going to visit, I'm afraid to go any where near those islands now because its going to take years too restore it, it's all over the news I feel it not fair that I have not been fully reimburse my deposit, I would like my deposit back, it is not my fault that this hurricane has caused a catastrophic catastrphe, please reimburse my money I need my deposit in Florida we took a bad hit also, it would mean so much, thank you

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
J
8:28 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines change in cruise itinerary (booking # 7sf9f2)

On October 7, 2017, I received an email from Carnival updating the itinerary of our cruise with which I am dissatisfied with. While I do understand the circumstances, this is horrible customer services. We have been to Nassau too many times and carefully selected a cruise that did not include this port. My husband and I specifically planned our ports for our 5th Wedding Anniversary and this definitely puts a damper on our plans. We have been cruising with Carnival since 2006 and seriously considering our cruising relationship. Instead of giving us options, they changed our ports without so much as a phone call asking if there is another ship we'd wish to travel on. This change was not customer driven as such the company should provide us options. We would still love to cruise but would like to choose a different itinerary.

Read full review of Carnival Cruise Lines
View 0 more photos
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
M
1:36 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Carnival Cruise Lines has left an official reply on this complaint.

Carnival Cruise Lines cabin air conditioning not working properly food being harassed by kids

This was my husband and mines first cruise so we booked a cabin with a balcony. When we first got to our cabin we noticed it being really hot and thought that when the boat got to moving it would cool off but NO it didn't cool off. We sailed on Sept. 28th-Oct.2nd on Carnival Valor (cabin8292) from Tex. to Cozumel. We reported out cabin being HOT to our cabin steward on Friday morning then to Guest Services and then again that night. They stated they would take care of it but the only thing they did was put a fan in our cabin. We were contacted and a maintiance personal came and had a meter to read the temp in our room and it read 72 degrees but the meter had wires sticking out of the top being held on by medical tape. My husband told the guy that we keep our house on 72 and in that small space we would be really cold at that temp. but we were sweating anytime in the room and while getting ready. It was cooler in the hallways than in our cabin.
On Friday night when we went to dinner ( we had anytime ) so we knew we may have to wait but they gave us a beeper but didn't have us down after waiting 30n minutes and seeing others that came in after us being seated before us and their parties were larger than ours since it was just my husband and I. Then we sat there and had to wait 20 minutes and only offered water and the food was horrible.
Then we reported being harassed by 3 young girls ages 9-12 staying on the same deck as we were. They called and knocked on our door numerous times. Guest Services said they would send security up to our cabin after waiting over 25 minutes and not seeing or speaking to anyone we left and went down stairs to another deck to see some friends we had meet on board. We stood in the hallway 15 of the 25 minutes because our cabin was hot.
If this is how Carnival treats guest and thinks this is ok well it is not and Carnival should be ashamed of themselves and should aspire to hold their selves to a higher standard. And if giving us only $200.00 is exceptable as a reimbursement that is a slap in our face because my husband is in customer service in his line of work and he would never treat is customers in such a way.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review

Carnival Cruise Lines Customer Reviews Overview

Carnival Cruise Lines is a popular cruise company that offers a wide range of cruise options to travelers. The company has received numerous positive reviews from customers who have enjoyed their cruise experiences. One of the most commonly praised aspects of Carnival Cruise Lines is the quality of their onboard entertainment. Many customers have raved about the variety of shows, activities, and events available on their cruises. Additionally, the company's dining options have also received high marks from customers, with many praising the quality and variety of food available. Another positive aspect of Carnival Cruise Lines is the affordability of their cruises. Many customers have noted that the company offers great value for the price, making it an excellent choice for budget-conscious travelers. Overall, Carnival Cruise Lines is a highly recommended cruise company that offers a fun and affordable vacation experience for travelers of all ages.

Carnival Cruise Lines In-depth Review

Overview: Carnival Cruise Lines is a renowned cruise company with a rich history in the industry. Founded in 1972, it has grown to become one of the largest cruise lines in the world. The company's mission is to provide exceptional vacation experiences at an affordable price, while upholding their core values of fun, quality, and safety.

Destinations: Carnival Cruise Lines offers a wide range of destinations to suit every traveler's preferences. From the Caribbean to Europe, Alaska to Mexico, there is a destination for everyone. Popular ports of call include Cozumel, Nassau, and Grand Cayman, among others. With various itineraries and cruise lengths available, passengers have the flexibility to choose the perfect vacation for their needs.

Fleet: Carnival Cruise Lines boasts a diverse fleet of ships, each offering unique amenities and experiences. From the iconic Carnival Fantasy to the luxurious Carnival Vista, there is a ship to cater to every taste. Onboard, passengers can enjoy amenities such as water parks, spas, casinos, and Broadway-style shows. The ships are well-maintained and cleanliness is a top priority.

Onboard Experience: Carnival Cruise Lines provides a comfortable and enjoyable onboard experience. Accommodation options range from cozy interior cabins to spacious suites, ensuring that every passenger finds their ideal retreat. Dining options are plentiful, with a variety of restaurants and cuisines to choose from. The quality of food is generally excellent, with a wide range of options to suit all tastes. Entertainment and activities onboard are diverse and cater to all age groups, ensuring that there is never a dull moment. The overall atmosphere and ambiance are lively and fun, creating a vibrant and enjoyable vacation experience.

Service: The staff onboard Carnival Cruise Lines ships are known for their friendliness and professionalism. From the moment of check-in to disembarkation, the staff ensures a smooth and efficient process. They are responsive to customer inquiries and concerns, going above and beyond to provide exceptional customer service. Overall, the level of service is commendable and contributes to a positive cruise experience.

Value for Money: Carnival Cruise Lines offers competitive pricing and excellent value for money. The cruise packages include a wide range of amenities and services, ensuring that passengers get the most out of their vacation. When compared to competitors, Carnival Cruise Lines consistently provides a high level of value for the price paid.

Safety and Security: Carnival Cruise Lines prioritizes the safety and security of its passengers. The ships are equipped with comprehensive safety measures and protocols to ensure a secure environment. The crew is well-trained in emergency preparedness and response, providing passengers with peace of mind. The overall cleanliness and hygiene standards are maintained at a high level, contributing to a safe and healthy onboard experience.

Customer Reviews: Customer reviews of Carnival Cruise Lines are generally positive, with many passengers praising the exceptional service and enjoyable experiences. Common themes in the feedback include the friendly staff, delicious food, and exciting onboard activities. Overall, customer satisfaction is high, reflecting the company's commitment to providing memorable vacations.

Sustainability: Carnival Cruise Lines is dedicated to environmental initiatives and reducing its carbon footprint. The company actively engages in waste management practices and partners with local communities and conservation organizations to promote sustainability. Efforts are made to minimize the impact on the environment and preserve the destinations visited.

Conclusion: Carnival Cruise Lines offers an exceptional vacation experience with a wide range of destinations, comfortable accommodations, delicious dining options, and exciting onboard activities. The friendly staff and high level of customer service contribute to a memorable cruise experience. It is recommended for families, couples, and individuals looking for a fun and affordable vacation. While there is always room for improvement, Carnival Cruise Lines consistently delivers a great value for money and ensures a safe and enjoyable journey.

How to file a complaint about Carnival Cruise Lines?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the required information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you encountered with Carnival Cruise Lines. Make it clear and specific to the problem, such as "Unresolved Billing Issue on Carnival Cruise" or "Poor Customer Service on Carnival Vista."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Include key areas such as:

  • The specific cruise ship and date of your voyage.
  • Any issues with booking, boarding, accommodations, staff behavior, amenities, or excursions.
  • Describe the nature of the problem, including any discomfort or inconvenience caused.
  • Detail any transactions related to your complaint, including booking numbers, dates, and amounts paid.
  • Explain the steps you took to resolve the issue with Carnival Cruise Lines and their response or lack thereof.
  • Discuss the personal impact, such as stress, financial loss, or ruined vacation plans.

5. Attaching supporting documents: Attach any relevant documents such as receipts, emails, or photos that support your complaint. Do not include sensitive personal information like social security numbers or credit card details.

6. Filing optional fields: Use the 'Claimed Loss' field to state any financial losses you incurred as a result of the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Carnival Cruise Lines, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that your description is coherent and all relevant details have been included to support your case.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint against Carnival Cruise Lines on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with Carnival Cruise Lines.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Carnival Cruise Lines customer service

Phone numbers

1300 385 625 +1 (800) 764-7419 More phone numbers

Website

www.carnival.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Carnival Cruise Lines?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Carnival Cruise Lines Customer Service. Initial Carnival Cruise Lines complaints should be directed to their team directly. You can find contact details for Carnival Cruise Lines above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Carnival Cruise Lines. Discuss the issues you have had with Carnival Cruise Lines and work with their customer service team to find a resolution.