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[Resolved] Carnival Cruise Lines / cruise/fee assessed for reservation change

1 Davenport, FL, United States

On 9/12/17 Booking #8CM5S0 was changed because of Hurricane Maria that hit Pureto Rico. This cruise is for our 40th Wedding Anniversary. We changed to leave out of Port Canaveral on Carnival Sunshine because of the horrible disaster to Pureto Rico. We were unsure of the damage to port or if we would even be able to secure flights to the island. We decided to change to another Carnival ship closer to home leaving from Port Canaveral. I'm extremely upset because I was charged a cancellation fee to change this. The fee was $100.00. If this disaster never occurred, we would never have changed this booking to another ship. The other thing two of the islands that we were going to visit were destroyed, thus changing the itinerary according to the Carnival customer service agent. I do not think that a cancellation fee should be applied because we were left unsure of which islands we would be traveling too. We want to make sure this is a special vacation because it is out 40th wedding anniversary. When a disaster occurs this fee should be waived as a courtesy, especially when the trip was re-booked. Also, this was booked while we were on the Carnival Glory in July, 2017. I also was on Carnival Sunshine in March, 2017. We are taking a cruise on 2/3/18 on Carnival Magic Booking ##8KS6P7 .

I have enjoyed my recent cruises on the Carnival Cruise line. In August, 1978 we took our Honeymoon a Carnival Cruise Line from Miami, Florida. This trip was not considered a Honeymoon. The ship was totally booked and we were given a room with a sink, and two bunk beds, when we went to front desk to explain, they were very nice. They said they were sorry and explained that the cruise line was fully booked and we would not be able to change our room unless a cancellation occurred. This never happened. We had been upset regarding this because this was our Honeymoon., our first Carnival experience, our honeymoon and we couldn't even share a bed comfortably. Our luggage was also lost for the majority of the trip, thus having to stay in the same clothes for half the week. But recently, very good friends of ours only cruise on Carnival Cruise Line asked us to try the cruise line again, and we just LOVED EVERYTHING--entertainment, food, rooms, the friendliness of the staff. As an Emerald Royal Caribbean cruiser, I only want to travel on Carnival Cruise line now. Thank you for your great improvements.

We look forwarding to hearing from you regarding this.

Thank you very much,
Roger Cyran and Joanne Alagna-Cyran

  • Resolution statement

    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, Jan 02, 2018

    Thank you for allowing us the opportunity to respond to Mr. & Mrs. Cyran’s complaint.

    We know our success depends on our guests and we treat all reports of guest dissatisfaction very seriously. While we sincerely value our guest’s input, we must respectfully advise that we’re unable to honor your request for special consideration. Please be advised that the guests were not scheduled to sail onl 9/12/17 in which the itinerary was not impacted in anyway by Hurricane Maria. Unfortunately, the administration fees assessed for the ship and sail date change are valid.

    Kind Regards,


    Carnival Cruise Line 3655 NW 87th Avenue Miami, FL 33178

Jan 1, 2018

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