[Resolved] Carnival Cruise Lines / complaint
My name is Karen Bennett & Danyelle Butler booking # 5CJ5J4. As I write I am on board your Ship Carnival Miracle. We are departing today May 6th 2017. We were reading your info on carry on items. When we were looking at the liquor and beverage policy regarding water page 7...we we noted on there that it allows for cartons and four cans. However it does not stipulate that Plastics are not allowed. So since we were shopping at Walmart and various doors we could not find water in cartons we noted that there was nowhere it specifically said no plastic items allowed. When we arrive to the boarding terminal and security we had carried on 12 cans and 12 bottles of plastic water non opened. We noted that there were two large trash cans behind the security desk full of plastic bottles of all kinds. Nowhere in the terminal or posted in the terminal for customers viewing is there a sign stipulating no plastic bottles allowed. Haven't been in customer service for the last 22 years both myself and my partner it was quite frustrating to find out that we had to confiscate and discard the 24 plastic water bottles that we had paid for. We asked to be shown where it is "written" and where it is posted does it say that "no plastic bottles" are allowed ?? the Security staff couldn't show us where it was written nor could they show as a signposting stating that no plastic bottles were allowed upon your entrance to the security area or boarding area. The security staff and crew Michelle Gurero A- 158 and Lagafuania who refused to provide his number...we're very rude and very unprofessional on how to properly address the matter they became verbally aggressive and very confrontational and this is just a nice way of expressing a very frustrating and completely horrible start to my vacation. We were given estate room 6139 when we arrived to our room we had twin beds. When I asked for my balcony room with a King Bed. This is our 5 yr Anniversary and well you can imagine how disappointed I am. We would like compensation for the poor customer service. And someone needs to look into clarifying page 7 and teaching your crew deescaalation techniques.
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, May 08, 2017
Thank you for sharing Ms. Bennett's comments with us.
I’m sorry to hear that her cruise vacation started out on such a sour note, when the water she and Ms. Butler were carrying was confiscated. We work hard to provide our guests with complete, accurate information, so there won’t be any unpleasant surprises to mar their cruise experience. To this end, the Frequently Asked Questions which all guests acknowledge reading as part of the Cruise Ticket Contract do specify that non-alcoholic beverages must be in cans or cartons. The policy does go on to state, “All liquor, beer, other forms of alcoholic and non-alcoholic beverages outside of this exception are strictly prohibited in both carry-on and checked luggage and such items will be confiscated and discarded and no compensation will be provided.” Bottled water is available for purchase through room service on board, for those guests who need it. Nonetheless, I’m sorry the policy wasn’t clear to Ms. Bennett and Ms. Butler. That’s absolutely not the way we’d ever have wanted their vacation to start out.
I’d also like to apologize that their cabin wasn’t set up to their preferences when they arrived. Of course, it’s always our goal for everything to be prepared perfectly, but when things do go awry, our stateroom stewards are happy to make any requested adjustments. Additionally, our Guest Services staff is available 24 hours a day to help with any issues that are brought to their attention. I’ve shared Ms. Bennett’s comments with them, along with a request that our housekeeping staff do anything possible to ensure that these guests are comfortable.
Thank you for making us aware of these situations. We're truly sorry for any disappointment that resulted from them. We hope that Ms. Bennett and Ms. Butler were able to relax and enjoy the rest of their cruise getaway, and that they'll take home some wonderful vacation memories.
Guest Care Specialist
Carnival Cruise Lines | 3655 NW 87th Avenue | Miami, FL 33178 |
Carnival Cruise Lines Customer Care's Response, May 11, 2017
Thank you for allowing us the opportunity to respond to this guest’s complaint.
We invite them to contact us directly, and we’ll be happy to review their concerns. We do not suggest sharing booking information on a public forum and we need this assist them further. Please call our Service Department at 1-800-438-6744 ext. 70355.
Carnival Cruise Line | 3655 NW 87th Avenue | Miami, FL 33178
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