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Carnival Cruise Lines Complaints Summary

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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.
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Carnival Cruise Lines refund on cruise

We had to cancel our cruise due to the repercussions from Hurricane Harvey. Our cruise was scheduled for 10/22/17; however, we are small business owners and cannot dismiss work in light of the damages that Harvey did to our city.
We were only refunded a portion of the $1, 548.50 that we paid. We had every intention of re-booking another cruise with Carnvial once we get back on our feet, but are considering other travel options because they only refunded $791.50 of $1, 548.50. This is very disappointing, and we would rather invest in another company that appreciates their customer's circumstances.

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2:32 pm EDT
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Carnival Cruise Lines internet and cheers

Carnival sells 3 different levels of internet. We purchase the most expensive which made claim to be able to Skype, FaceTime, and many other applications.
During our 7 day cruise, I wasn't able to skype or FaceTime. Internet pages took 4+ minutes to load. I wasn't able to FaceTime my kids and I missed 2 meetings. Not acceptable. When I went down to guest services I couldn't get any of the Russian workers there to help. The Asian ones couldn't understand me.
We also purchased the cheers program and bottomless sodas. On day of the cruse we were told no alcohol until 6:00 am the next morning. It's Carnival's way of not paying liquor taxes in Texas. Ok, fine. But we also could not get sodas. We had to pay full price until the next day. Also, if you want a sofa you have to go to a bar to get one. There are no doubt rain machines. If it's the middle of the night and the bars are closed you cannot get on unless you order room service at which time they charge you full price for a soda. You can't get extra sodas for your cabin, in fact, when you order a soda there's lots of ice. You get the glass full but not the rest of the can.
After paying $1100.00 for internet and drinks I feel we've been ripped off and will dispute charges if Carnival doesn't make it right.
Carnival Breeze 09/03/2017 to 09/10/2017 Port of Galveston.

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Carnival Cruise Lines service

09/10/2017

Claim number 5NR1Q7

I called to advised that I needed to reschedule my dates due to my mom having a serious health issue. The agent Rebecca was very nonchalant about the issue at hand. I was told that I could not speak with a manager due to it being a "boneyard shift." I explained my concern for her treatment and not offering a manager to even call me back and she said "I'm sorry that you didn't hear what you wanted to hear, but this is all I can do."

This is first time my husband and I are traveling with Carnival and due to this issue don't believe we will ever nor refer anyone to do so. I would like for you all to listen to the call held and speak with the associate. Thank you for your assistance.

Fabrail Omotayo

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Carnival Cruise Lines delay in cruise cancellation

To Whom It May Concern:

I am writing today because my daughter and myself were due to sail on Valor August 26, 2017 for what was suppose our first cruise. I am very disappointed in how this cancellation was handled. The ports were closed at least 2 days prior to departure, Harvey was upgraded to a CAT 4 and yet the cruise was never canceled. The message simply stated "Do not report to terminal at this time." Thus causing passengers to drive/ fly to the areas to be impacted by the Hurricane. By the time a cancellation was issued, myself and many other cruisers were left stranded with no way to get home safely. This negligence on behalf of Carnival resulted in many people having to pay out of pocket for food and lodging unexpectedly! This has caused a financial burden on my family as well as many others. Had the cruise been cancelled in a timely manner many people as well as myself would have been able to immediately catch a flight back home before airports closed or drove back home before interstates flooded resulting in people being stranded in an area where food/ gas sources were limited. I am asking that you reimburse my lodging fees of $545.00 due to your delay in canceling the cruise. I greatly appreciate your timely response to this matter.

V/r,

Colleen Love

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Carnival Cruise Lines no cancellation for conquest leaving 9/9/17

I feel carnival is being very irresponsible in handling the irma situation. Instead of cancelling the cruise they pushed the date to 9/12/17 for a 4 day cruise instead of 7. How in the world am I supposed to get to the port if if I have to drive through Florida on Monday. Are you kidding me? The state is evacuated and the storm will be in the middle of Florida. You want me to put my life in danger to go to Cozumel for 4 days? I would gladly take the credit but the fact of how carnival is handling the situation tells me all they care about is about the dollars. Never again will I use carnival. You are losing 2 more customers, and I'm sure we are not the only ones. Again, I'm very upset and disappointed with carnival.

Marcos Calzadilla
Booking 7qb5s5

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Carnival Cruise Lines pictures - wrong pics on purchased usb drive

We purchased 10 pictures and the USB drive for those pictures. When we got home we only had 9 of the pictures that we purchased the copyright for. The other was a picture that was not if either one of us. While we know the people in the picture because they were in the group we were traveling with, we did not purchase the picture nor asked for it to be placed on our drive. Of all the pics that could be missing, it was my favorite and I was planning on using it to send to family and friends. Is there anyway to fix this? How could the technician not know that wasn't our photo. They had the originals when they made the USB drive? This really deflates my entire cruise experience. There were some other things that went on on this cruise that I was willing to over look, but this one goes to the very heart of purchasing what I consider high priced photos to have as memories.

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7:34 pm EDT
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Carnival Cruise Lines no refund for our cruise

My husband and I booked my 50 birthday cruise aboard carnival paradise to Cuba sailing from Tampa on September 7, 2017. We planned to drive from our home in SC but then Irma came and there was no way we could drive 12 hours into Florida with a hurricane approaching and mandatory evacuations happening! But to top it off carnival sailed and so we are not eligible for a refund. We have been on several carnival cruises but never again. Way to go carnival you just lost two of your loyal cruisers.
Martin and mikala steele

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kellie lemon
, US
Sep 11, 2017 7:15 am EDT

i booked this cruise to bahamas for the 15th carnivl victory and both time i got through to customer service they say sorry no word yet, , im driving to flordia from Boston tomorrow and my bf moms house is in naples witch we cant get to. the lady said go east but they have roads closed ..i want my life so please give me a refund in full or other cruise like in march 2018

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Carnival Cruise Lines cruise with paradise cruise ship during irma hurricane

MY trip was book to sail September 7 only to Cuba and no other port. Unfortunately the state of Florida declared a state of emergency because the massive hurricane was a category 5 during the day of the sail. Under no circumstances Carnival made a decision to cancel the cruise. Therefore, I had to drive to Tampa Fl, three in a half hour drive one way to find out that they still plan to sail but had an option to get a future cruise credit. Many customers flew from other areas and wasted their money when the airlines where giving their customers a full refund. Their anticipated sail might be going to Mexico but they where waiting for the Miami port to give clearance. I paid an extra premium to see Cuba not Mexico. I get to the port to see this was the only ship at the port. Needless to say all other cruise lines cancel their sail and shipped their vessels to a safety port. I received a letter from their customer service agents that I have an option to receive a future cruise line credit. Or if I sail to Mexico, Cozumel I will receive a 25% future discount on my next cruise. I am a gold member with Carnival and not happy with what they just did. I also parked and paid $60.00 in their parking lot. So I am out of money as follow: paid for a cruise, parking, gas and time to drive for nothing. I want to be compensated fully and not have a future cruise with Carnival as I am a disgruntled customer for what Carnival did. my services will for now on be with Royal as they gave the customer 100 refund and made a decision prior.

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Update by Guenisagoldmbr
Sep 08, 2017 3:27 pm EDT

Spoke with a Carnival cruise line representative and I was credit my taxes and port charges on my visa. However, I will receive a 100% future credit for the next carnival cruise line and need to call customer care on Monday or Tuesday regarding my refund for the parking garage $60.00

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Carnival Cruise Lines september 7, 2017 cruise to cuba during hurricane irma

We were booked to go on a wonderful cruise to Cuba on the Carnival ship Paradise out of Tampa, FL to Cuba on September 7, 2017. As Hurricane Irma was due to go right over the island the days we were scheduled to be there, we were sure they would change the itinerary and go somewhere else. But Carnival, who closed their offices (as the phone message said for the safety of their employees) was still headstrong on going to Cuba. So we went to the port to see if any common sense or empathy for human life would prevail. At first, we were told the ship would go somewhere else verbally, then we received a letter, at the port, stating a new destination could be Cozumel and that if we waited another hour until 3 PM, when the itinerary was confirm, if we wanted to cancel we would receive a full credit towards a future cruise.

At about 3:20 we were told the ship would leave for Cuba. When asked about the hurricane and many people saying they would not be able to go to Cuba, we were told they would definitely be going to Cuba and as the itinerary had not changed, there would be no refunds, leaving people feeling trapped to get onto the ship. Many people were from out of state and worse, like us, some were from south Florida, so while Carnival had us out partying (and their employees safely evacuated - well at least they care about somebody) we had to leave our homes, family, pets, etc. and just get on the ship or lose our money. I am sure there is a way to keep the ship out of the hurricane path, but there is no way to have it go to an island being hit by a category 5 hurricane and ensure that we totally safe, or have any as semblance of a vacation - but hey, then they could ensure no one cancelled with a refund, right!

We had a woman come out and take our names and had us sign a make shift paper saying we were cancelling. The next day we called Carnival to ensure the cancellation had been put in and found out it had not. The customer service rep we talked to was very nice and while she ensured us we would have been safe on the boat, admitted she had no response and what we would come back to would likely be devastation.

While I am sure there is somewhere in 4 point type that Carnival can do all they have, it certainly didn’t make me feel like they understood what the hospitality industry is supposed to be about….their guests.

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Sandy Kramer
, US
Sep 09, 2017 9:18 am EDT

We are booked on 3 (three) consecutive Carnival Paradise cruises, scheduled for [protected]-14-2017. Planning on bringing a film crew to do a remake of "Voyage of the Damned".

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Carnival Cruise Lines refund

My wife and I are Unable to get to the Port due to MANDATORY evacuation of flordia, our hotel has been refunded due to evacuation, our flight has been cancelled due to EVACUATION... yet we are still unable to be refunded since Carnival believes we can magically make it to the port?!? Florida is in the worst gas shortage to this date, so how are we suppose to make it to south side of a state that's being hit by a category 5 hurricane. I cannot use a cruise credit for a later date as I am in the Military and leave is not easy to come by, and my wife is a full time student. On top of all that I'm being told I could go to some place iv never heard of nor have 0 interest in visiting if I could magically get to the port. I booked my cruise on the sole factor of visiting Cozumel and now that I'm unable to make it to the port due to a natural disaster, I'm out $1200. PLEASE, I have spent all my extra money on this trip as a anniversary gift for my wife and I, and I'm now forced to tell her that we have no trip to go on.

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Carnival Cruise Lines cruise change

I am currently booked on the Carnival Magic that was to leave out of Port Canaveral on September 9 for a 7 day western Caribbean cruise, but will not be able to leave because of Hurricane Irma. We have been offered to cancel for a cruise credit or to go on a 3 day Nassau cruise leaving on the 13th and get a pro-rated refund. Nassau has no comparison to the cruise I was booked on, plus it still may not be able to go out due to port conditions. I live in Southeast GA and the Hurricane is projected to hit us late Monday. I will be taking care of my place rather than trying to get packed for a cruise to a destination that I don't care to go back to. There is also the problem already that all service stations even in my town are completely out of gas. There are a lot of people really upset that Carnival is not giving the passengers the option for a full refund at this point, including myself. I think this is poor customer satisfaction on the part of Carnival Cruise Lines. I think we should be given the opportunity now to cancel the reservations for a full refund. If you don't, you will have a lot of dedicated cruisers switch cruise lines and I don't think this is something you want to happen. Please give this your immediate attention.

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Carnival Cruise Lines denied access to board ship even with proper documentation

My name is Natalla Mitchell, On Monday Sep 4, 2017 I was denied access to board my cruise. My husband, my daughter and I arrived around 12 noon, we arrived early so that we might have time to explore the ship and enjoy lunch before the ship set sails.We were invited on this cruise by our church, we were suppose to meet up with our church members. But even before we could get past the entrance I was told I did not have a government issued Id and that a student id, social security card, medical card, etc... would not be able to identity I was who I said I was. We made it clear that on my naturalization certificate had a valid and recognizable picture of me to identify who I was. I was told that it only proved that I was a u.s citizen nothing more. We spoke to several supervisors which some said that yes it was enough to board they have let others board on different occasions with just a naturalization certificate, but we provided more than just that. Then other supervisors said that it wasn't allowed because u.s customs would not accept it. We never even got a chance to talk to u.s customs to clarify if the documents we had were OK. We were then told that we can go to the dmv and get a copy of my id but unfortunately the dmv was closed due to a holiday(labor day). There was a lot of back and forth, we were being told to wait and wait, time was running out it has already been 3 hours since we had arrived. I had let them know i lost my ID some time back that is why i brought other forms of identification. So they finally said as long as I can just get a photo sent to my phone of a copy of my id, or a copy of my id that would it would be enough. And that just to be safe be back by the ship 15 mins before 5pm. We were exhausted and starving we haven't eaten since the morning, our daughter was really upset. We just wanted to get on the ship and be able to enjoy the trip.

At This point we were frantically calling everyone we knew, i called my boss to see if she can send me a picture of my id because i know she has it on file, that didn't get us anywhere. We even called family and friends for a ride even knowing it was extremely inconvenient to and from were we live so that we can go home just to look for a copy of my id that might not even be there, we were taking a chance on anything we can do. This was a vacation we planned for since the beginning of the year. It wasn't that we didn't want to go but it was because of not having a proper form of identification that I was denied access. We weighed our options at this point hurt knowing that we might not be able to go on our cruise. The stress of trying to find a ride loading and unloading our bags again so we can go home and get back on time. And through the drive, We were trying to keep our head up so that even if it was really difficult decision to make, we called carnival to see if we can book the trip for a different day. It was very upsetting being told about how much the penalty fees would be, Yes we already knew about the fees but we didn't expect it to be so high. How are we suppose to reschedule a different cruise when we can no longer afford it. It was to much and that even if we chose to reschedule our trip we have to pay the difference for the second cruise, and added with the penalty fees we just cant afford it. We kept asking for our other options, We kept calling we even asked was it possible just dock at Catalina island once i already obtained my Id so that we can be able to board the ship, we were willing to wait for a day and to pay for tickets for the Catalina express. But they said the only way we can board is that if we took a plane to Ensenada and dock from the port there. We already exhausted all of our funds just to go on this cruise. It was disappointment after disappointment. We asked everyone what we can do, who can help us and there has to be some way to be able to board the ship that day. We even talked to the porters who suggested that we go to the captains lounge and see if we can talk to a higher up to allow us to be able to board. After being picked up and finding a copy of my id that was on a learners permit, We take it back to the entrance of the port we find out they couldn't accept it because my Id has been expired for a month. And they told us at this point they can not accept any of the things we brought it wasn't good enough to be allowed access to the ship. The decision was made that we would not be able to board the ship without once speaking to customs ourselves. We were extremely upset it seem so unreal that this can be happening. We were told to take a seat in the captains lounge while we waited for papers to sign saying we refused to board the ship and they went to collect the rest of our luggage that we had checked in.

We are both college students with a 2 year daughter and we only make minimum wage of $10.50/hr. We only spent our money to take care of the cost for our living expenses and necessity for school. We penny pinched for months and denied ourselves things that we absolutely did not need and can hold off on just a little bit longer on, just so we can slowly but surely pay for this trip. Just typing the frustration and hard work we put into this trip is making me tear up, what we had to go through was heart breaking and traumatizing. We don't even know how long till we can both ask for sometime of work again and the fact we were trying to go through this trip before the school year started for our daughter. This was suppose to be the honeymoon my husband and i never had, the birthday celebration for my daughters up coming birthday, because after this trip we can no longer afford anything else. It was suppose to be all worth it in the end and even with the end of the year coming up, my family and i were suppose to look back at all of the memories and the good time we were suppose to have had on our trip that we were denied access to.

We have been trying to reach someone anyone from carnival who is willing to sympathize with us. We looked over the documents that carnival has asked us to sign stating for the reason why we couldn't board. We checked the U.S customs page and they said that the documents we had should have been more then enough to show proof of identification. We are not asking for a hand out we are asking that we are given the opportunity to take the trip we paid for and have been looking forward to all year. I'm asking for a chance to be able to go on a second trip . Whether its for a redo, on board credit and even if possible we are asking to only pay for the penalty for me not being able to board because of insufficient documents. I don't think it is fair that my Husband and daughter has to pay the penalty fees because this was suppose to be a family trip, they were cleared to board but my family couldn't leave without me. We want to be able to use that refund to be able to book another trip, this was suppose to be our first cruise and we really don't want to associate this one bad experience and assume carnival is just not good vacation option for us. we are more then willing to give it a second shot.

X Thank you for taking your time to read troubles and any help would be greatly appreciated

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Carnival Cruise Lines refunds not being processed on carnival cruise of september 9, 2017 due to hurricane irma

We live in Arizona are were scheduled to fly to Miami on September 8th to catch a Carnival Vista cruise leaving on September 9th. Due to Hurricane Irma our American Airlines flight to Miami has been cancelled and the hotel has refunded our money and there is no way we can get to Miami or should be going to Miami when the storm is hitting this area Friday to Sunday. The Governor of Florida is closing and evacuating everyone and the Mayor of Miami is asking guests to not come there or leave before the storm, as well as all the port stops we were going to make have been leveled by this Level 5 Hurricane. We had two cabins reserved for our family and our Booking Numbers are; 9Q5SG9 and 9Q5WJ6. We are sad that this is happening, but as noted will not attend this cruise as it should already have been cancelled as other lines like Royal Caribbean and Norwegian have already done.
We request a refund four our four (4) cruise fairs in full and do not want credit for a future cruise as we do not have the time in the next 2 years to take another cruise. Also we feel that the handling of this situation by Carnival is extremely negligent and not customer service oriented making everyone wait to the very last minute to make a decision that should have been made days ago. We have cruised many times on Carnival but the way this situation has been handled will make us strongly re-evaluate our decisions to cruise with them in the future.

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Marcos Calzadilla
, US
Sep 08, 2017 9:51 am EDT
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I totally agree. We were on the conquest and it has been re scheduled for the 12th. How are we supposed to get there?
I don't want a credit either. It is very irresponsible from carnival to do this to people and in my opinion they are putting my life at risk. I
I have been in 10 carnival cruises and will probably not use them again. Hotel and airline gave us full refunds with no issues given the situation.
My booking no. 7qb5s5.
Very upset with carnival and their negligence.

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Carnival Cruise Lines paradise to havana sept 7

I am writing to express my disappointment with Carnival to sail out of Tampa on Thursday September 7 as scheduled. We were to fly out of New Hampshire at 6:00 am on Thursday morning. We had a reservation on that cruise and decided to cancel at 8:00pm on Wednesday evening after watching all the latest from Florida Governor Rick Scott and the weather channel. I did try to get a future cruise credit to no avail. Your company still expected me to fly into a state where the Governor had declared a State of Emergency. Where was the common sense in that decision that Gov. Scott was asking everyone to use. I called the Carnival line several times on Wednesday trying to get someone to listen and help us so we wouldn't be flying into a disaster. The reply was always, the ship is still sailing so there is nothing we can do. However, the Floridians are boarding up their homes and businesses statewide and preparing for the worst and Carnival is going to take a thousand people out to sea and hope for the best when they return. I did get an email from Carnival stating that we are watching Irma which is a Category 5 hurricane and are still sailing and will decide at embarkation whether or not we go to Havana. Cuba was also preparing to be hit by the hurricane and they were cleaning out stores and preparing as well. What kind of visit are you expecting people to have? Going to Cuba was the reason we booked this cruise. Wednesday was a very stressful day leading up to finally making a wise and common sense decision not to take our vacation. I did purchase the vacation insurance, however, now begins the stressful task of filing paperwork and communication back and forth to get reimbursed in order to re-book on another cruise. The insurance company tells me I may only get 75% of my funds. Even if the worst never happens, and I hope it doesn't, I feel Carnival has caused my husband and I to wonder if they really do make the safety of their guests a real concern. You could have given the option for a cruise credit to people who were flying in or were calling in to cancel and then offered those rooms to Floridians who had to evacuate and leave their homes. With utter disappointment, thank you for your attention to this communication.

Claire Barclay

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Carnival Cruise Lines cruise to cuba in the midst of hurricane irma

Booked a cruise to Cuba on Carnival Paradise to leave on Thursday Sept 7 and return on Monday Sept 11, 2017. There are travel alerts everywhere including the US State Dept warning against travel to Cuba at this time. Carnival won't cancel! They said (as of Thurs a.m. at 4:30, the cruise is still on). Most likely it means we won't go to Cuba, but simply sail around for a few days only to worry if any Florida airports will still be standing to get us home on September 11. THIS IS WRONG! This is deceitful. They're playing along like everything is a go so they don't have to refund any monies! BAD BUSINESS!

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Carnival Cruise Lines carnival sensation 9/7/17 - hurricane irma's

I am so very very very upset with the way Carnival is handling the Sensation cruise which is ready to sail tomorrow 9/7/17. We would have to be on a plane at 8am not knowing what will happen in Miami. Hurricane Irma is the worst hurricane in history to hit Florida/Caribbean/Puerto Rico and it is all over the news not to go there and our cruise is set to leave from Miami, supposed to be the worst hit. I was pushed to make the decision to cancel right now for our safety. I had a serious car accident and suffered a very bad head concussion and still have post concussion syndrome. I was looking forward to a getaway after all I've been through and a break from multiple doctors appts I have weekly. My brain has been on overload ever since this hurricane Irma came about. I'm truly sick over this! I have been falling over numerous times a day from poor balance related to my concussion syndrome after the thought of me being on a cruise ship during a hurricane. I have vertigo, headaches, poor balance- falling over daily, dizziness, eye issues and so on. The worst possible place for me right now would be on that cruise knowing the waters will be rocky and the uncertainty that lies ahead. Norwegian and Royal Caribbean made the smart decision in advance to cancel cruises. However Carnival has not and say they will spend more time in Cozumel. That just blows my mind... that just adds so much pressure on me. Me and my husband are VIFP Club members - #[protected] and [protected]. We have been cruising on Carnival numerous times... with our boys and friends as well. We always enjoyed Carnival but this has put such sour thoughts in our head regarding this. Carnival should have given us our money back. We do not live in Miami as we are from NY. Therefore we would have to fly there and not sure we would even be able to come back on Monday with the hurricane hitting Miami. This is crazy! We cannot take the chance and risk our lives with this. It is totally unfair that Carnival would make us have to make the decision to cancel and lose $448 on top of it. I'm not working now as I lost my job due to the serious car accident. I would truly appreciate getting a refund of the $448 we lost due to cancelling. We asked the woman at Carnival before cancelling what happens if we can't get back to Miami on Monday or get there and airport is closed... she said she didn't know. Maybe they would keep us at sea she said. My husband works and does not have any more time to take off. My boys were so concerned about us going. They were frantic about us being in the ocean with 165-180 mile and hour winds in the middle of a category 5 hurricane - worst in history. I would appreciate hearing back from Carnival regarding this credit of $448 at your earliest convenience. Very Sad Here - Thank you.

Please contact me at [protected]@verizon.net
[protected]

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Carnival Cruise Lines missed cruise

This is in reference to missed cruises, booking numbers 2wb3g4 (Reginald SWIFT) and smb2n3(Carlisha Lewis and Denise Bell) MY husband and my nieces were scheduled to cruise on Sept 4th thru 9th to Ocho Rio, it was 8 family members scheduled on this cruise, because of unusual heavy traffic from home to airport, we missed our first flight at 7:35 a.m., we were all put on standby, 1st one at 10:30am, two of us were given ok to board, remaining five were put on standby again for 10:45 connecting flight, 2 were allowed to board. The remaining three were put on standbys for the 12:30 flights, but There were no availability, they were again placed on standby for 1:30, which would have gotten them into Fla airport at 3:30, which would have gotten them too late to catch boat, they waited still hoping for a miracle, but there were no vacancy still, at that point they realized it was hopeless. My nieces were so hurt and disappointed they actually cried, my husband was also disappointed cause we planned this cruise for a second honeymoon. If there's any chance of rescheduling at a later date, and the three that missed are allowed to recover their full costs would be a Blessing. It has been a very lonely experience for me having to spend my honeymoon alone. We want to reschedule for May or June next year. Thanks in advance for any help given

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Carnival Cruise Lines having to cancel cruise because of destruction from harvey

Our home and business has been devastated by Harvey. We were scheduled to take a cruise in Nov. #6RT4R4. But had to cancel because we don't know how long this will take to recover. We are asking that the $500 dollar penalty be waived as we can use that to help rebuild. We were so looking forward to the cruise and do plan to reschedule as soon as is possible. But right now all our efforts, thoughts and time are focused on recovering from this. Any assistance you can give us in this matter will be greatly appreciated. Thank you
Dale and Patricia Waters
#6RT4R4

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Carnival Cruise Lines booked cruise

My name is Anne Mignano (booking numbers 5RW7G7 and 5RW6H1). On August 27, 2017 my husband Frank, my sister-in-law, Marlene, and my five children were supposed to be embarking on the Carnival Breeze out of the Port of Galveston. I am writing this letter to express how deeply disappointed we are with Carnival Cruise Lines. We understand that, Hurricane Harvey, one of the largest natural disasters in the last decade is no fault of Carnival Cruise Lines.  However, the way Carnival handled their customers, who travelled from hundreds of miles away to board what was expected to be a fun vacation was completely immoral and frankly disgusting.
 
We have been planning this vacation since January 2017; my husband took the week off without pay and our children were taken out of school. I decided that it was important to finally make some fun family memories since the last couple years have been especially hard on us. This family has been plagued with layoffs and multiple cross-country moves.  Since my husband finally acquired a stable job, I decided our family needed, and more than anything, deserved a fun family vacation. Months were spent researching the fun things we were going to do and the delicious food we were going to eat once aboard the Carnival Breeze. I have been a loyal customer to Carnival for more than 25 years. I have cruised with Carnival during multiple hurricanes—Hurricane Andrew in 1992 being the most devastating. Throughout my numerous cruises, I have never been so appalled with the complete lack of respect shown by Carnival these past couple of weeks.
 
Due to the fact that we had to drive from Phoenix, AZ to Houston (with a short stop in San Antonio to pick up my sister in law who flew in from New York), we planned to leave on Thursday, August 24th. I decided to be proactive and call Carnival since it was a known fact that Hurricane Harvey was headed towards Texas. They informed me that the Breeze would be sailing on Sunday as planned. So, we began our drive. On Friday morning, we received a message notifying us that the Port of Galveston was closed to all marine traffic. However, Carnival insisted that the Breeze was still sailing on Sunday, August 27th as planned. Throughout the weekend,  Carnival continued to say that the Breeze was sailing even if the cruise was shortened and the itinerary modified. Saturday came and went and we were still ecstatic to be boarding the Breeze the following day, as Carnival had convinced us since it had not been cancelled.  
 
Boarding day (Sunday, August 27th) came and we still had not been updated on the status of our cruise. Mind you, there was no way anyone would be getting to the Port of Galveston at this point, with the intensity of the flooding that Hurricane Harvey had caused. But, Carnival still did not cancel our cruise. On Monday, August 28th, ONE DAY after the original sailing date, Carnival decided to cancel.  At that point, it was too late. My family and dozens of other families were stranded in Houston due to flooding because Carnival was unable to be proactive. We acquired hundreds of dollars in hotel bills that were obviously not in our original budget. As soon as I got word that the cruise was cancelled I called guest services and spoke to Kay O. I was told that my call would be expedited and I would be receiving a call from Kay O’s supervisor within 24 to 48 hours. I was told on Monday, August 28th that I would be receiving that call.  I am writing this letter on Sunday, almost a week later and I have yet to receive said phone call.
 
Royal Caribbean, out of respect for their guest, canceled on the morning of Saturday, August 26th, and refunded their guests immediately. Their guests were also given a credit for a future cruise. If Carnival had shown the same respect to their customers as Royal Caribbean did, my family and I would have been able to salvage our family vacation that my husband worked so hard for us to have. We would have been able to avoid being stranded in Houston with no food and limited power and water. Carnival could have done so much more to ensure that guests on the cancelled cruise had a better experience such as: diverted the Breeze to a different port or by booking customers on different cruises free of fines.
 
Carnival has given us 25% off what we booked our cruise for but they have priced gauged their fares so immensely that it would be impossible not to put additional money into a future cruise.. What Carnival has done for money has affected so many families, including my own, and is beyond immoral.
 
What my family and I expect for our hardships is to be contacted within 24 to 48 hours from Carnival and 50% to 75% off a regular fared cruise, not what we paid for.  We also expect our hotel fees to be reimbursed and receipts will be provided on request.

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Carnival Cruise Lines no refund on unavoidable cancelled booking

To Whom It May Concern,
This is not a complaint but rather a request. I am a frequent cruiser with Carnival Cruise Lines. I had three cruises booked with Carnival this year, August, November and December. Unfortunately, this summer I fell and had a severe break to the tibia plateau in my leg. I needed to cancel my August and November cruises. I was charged $949 to cancel my August cruise where I had booked a Grand Suite on the Carnival Conquest. My booking number was 6GP2F8. I was told by Carnival that I should submit an email and a letter from my doctor to see if I could get a refund on any of this money. I have attached the doctor's letter to this email.
I also canceled a November cruise on the Vista where I planned to take my two grandchildren. My booking number was 6ZX6L7. I called and was given $225 toward my December cruise on the Glory but lost $150 as I was charged $50 per person on this reservation.
So at this point I am out $1, 099. I am currently booked on the Carnival Glory for a Dec. 30th cruise. That booking number is 5JC4B1. If I am allowed a refund can I have that applied to this cruise?
My VIFP # is [protected] . I assume you have my contact information listed under this number.
Thank you for your consideration with this request. I look forward to hearing from you.

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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?

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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.

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