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[Resolved] Carnival Cruise Lines / customer service phone representative

1 Miami, FL, United States
Contact information:

March 20, 2017

I am filing this complaint due to complete frustration regarding call I made to customer service this morning. The woman who took my call said her name was Alicia and did not give me any last name. The call was made at approximately 8:55 AM and if you record calls, I would strongly urge you to listen to this one.

The background for why I placed the call is that I was on the ship imagination, which left on February 23, 2017. When we return to port and disembarked the ship, I realize that I had left my wallet and car keys locked in the safe, in my cabin. I immediately called customer service and was told that there would be a clean sweep of the room and the safe would be checked. That any items that were found would be labeled and sent to Florida and then I would be notified. I was also told that I could make a claim which I did.
This morning I wanted to following up as it had been a few weeks, and Alicia told me that if anything was found, I would be contacted within eight weeks. And that if I did not receive a call by then, then my wallet and keys were not lost. I reiterated the fact that I did not lose my wallet and keys, that I left them in your company's care and custody in a locked safe. She then told me that the company is not responsible for any items and to review the policy on the website. When I asked to speak with her supervisor, she said that there was no supervisor available. After telling that I could not believe that there was no other person I could speak with, she finally decided to put me on hold, and then she said that contacted somebody at lost and found and they said that I would be receiving a call within the week.
When I asked who she spoke to she said she could not give me any name.
All and all her goal appeared to be that she wanted me to forget about me trying to get me wallet and car keys and to get me off the phone. And another thing that irritated me- she made a comment that I made a claim that I had $50, 000 of gift cards in my wallet which were not found. Honestly I wasn't going to waste my time talking to her about it, but I never made such a claim and I am thoroughly insulted by her acquisition.

I expect a response back with information about my wallet and keys, as well as an apology. Perhaps once I get that, my faith in your company will be restored. Otherwise, I'm prepared to go to every social media outlet that I know of and communicate my substandard experience with your company's customer service, and this will definitely be my last cruise with Carnival.

Alicia Elias

  • 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, Mar 22, 2017

    Thank you for sharing Ms. Elias’ comments with us.

    I’m sorry she’s disappointed with our Lost & Found procedures. When a guest contacts us to let us know something has been left behind, we’re happy to open a case for them, and we take down their information, including a detailed description of the missing items.

    Everything that’s found and turned in on board our ships is forwarded to our corporate offices, where we work really hard to reunite them with their owners. This process can take several weeks, so each guest’s case will remain open that long, to allow us to match the items up with the people they belong to.

    When an item is located, we contact the guest to arrange to get it back to them. Unfortunately, due to the large number of items left behind, we’re not able to follow up on items that are not found.

    Thank you for this chance to clarify our procedures. I hope we’ll have good news for Ms. Elias soon.


    Guest Care Specialist
    Carnival Cruise Lines | 3655 NW 87th Avenue | Miami, FL 33178 |

Mar 20, 2017

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