Carnival Cruise Lines
reviews and complaints

Cabin 5056, Queen Elizabeth, 1/7/17

Hi We sent in by post to Carnival uk our copy share certificate and letter confirming cruise details.
Copy attached:
Shareholder Benefits
Carnival plc
100 Harbour Parade
Southampton
SO15 1ST

5th June 2017

Dear Sirs,

Shareholder Benefits

We are booked on one forthcoming cruise and would like to apply for shareholder benefits. Please find enclosed our proof of ownership by Nettie and also details below of the cruise:

QUEEN ELIZABETH Q723 1st July 2017 Booking Ref  XHWNMM

Please can you kindly apply Nettie’s onboard allowance.

Yours Sincerely

James and Nettie Lumsden

Carnival didn't acknowledge receipt. They never do. Only way to know is when you go onboard.
We saw no allowance on our account and went to clarify with Hayleigh in Cruise sales on board. She took up the case but Carnival denied receipt of letter. Hayleigh sent them our copy letter and share certificate.
They then said that the share certificate need to be reissued. Nothing was said about this to us before. We are on the register with our 100 shares.

We are platinum, about to diamond with Cunard.
What a way to treat loyal customers!

We booked a 5 Day Exotic Eastern Caribbean Cruise – Booking Number 7PNOV9. Our trip Sail Date is today 7/1/17. This morning when we arrived at the airport our flight was cancelled due to crew problems. We were told there were no available flights until the evening. Which means we would have missed the ship's Boarding Time. We received a letter of apology from Spirit Airlines, which is attached. We are requesting a voucher or credit for a future cruise because our cruise was cancelled due to no fault of ours. The airline refunded me with airfare credits.

I spent of 2 hours trying to book a last minute 4 day cruise. The master card company had no clue how to answer my questions about redeeming points and sent me to call 3 other agencies, neither of which could answer my question. When booking my cruise online, my request could not be processed (twice) and when I called to book, the transaction was declined because my credit card was temporarily authorized yet I never entered my card number. When I called Carnival back after speaking to the card company I asked to speak with a supervisor regarding some compensation. I've been cruising with carnival for 21 years and it should never take 2 hours and over 8 phone calls to find out if I can use my points and to book a cruise. The supervisor was unwilling to help in anyway. Carnival has lost all of my business and I'll be booking in the future with Royal Caribbean, Norwegian and Celebrity. What a terrible way to teach an long time customer. They lost my respect and my business.

On Mar. 21 2017, I booked a Carnival Liberty 4-nights Bahamas cruise from port Canaveral from Dec. 31 2017 to Jan. 4th 2018 for my daughter and myself through Expedia. The $300 deposit was made on the same day. Originally, I had provided a Visa card, then I switched to MasterCard for the $300 deposit.

One month later, in April, after I received both bank statements, I found out that Carnival charged $300 on both cards. I contacted Expedia and Expedia talked to Carnival, who said that $300 was charged to MasterCard only. Then, I contacted Visa to dispute the $300 charge on my Visa card.

On June 27, I received the letter from my Visa card company. Visa told me that Carnival thought the charge was valid. So, Visa is still going to charge me $300. The letter included a copy of a reservation to validate this charge. However, this evidence that was provided by Carnival is for a different guest, not me.

On June 28, I contacted Expedia again to find out which card was charged $300 by Carnival. Expedia then noticed that this reservation was cancelled by Carnival without notifying Expedia or me. Expedia contacted Carnival to find out why. The Carnival rep told Expedia that Carnival cancelled this reservation when they received the dispute from my Visa company. Now, I am charged with $600 without any reservation. I planned this trip a while ago with my brother's family in the UK, and it is a highly anticipated trip for both our families. Now, my daughter and I cannot go. We want Carnival to fix their mistake to rebook this trip for my daughter and me. We need to be on board with the rest of my family and my brother's family. Please help.

I attached my original reservation with Cruise Line booking # (6MS9G5) for your reference.

We had confirmed reservation on carnival breeze for three for balcony for 2nd july sailing from Galveston TX. We made a wait list booking with 500 deposit on June 21st to accommodate our booking . We found cabin available on 22nd. We called in . Repo booked for us this cabin to add out daughter to booking. He said on 27th June it will take rest of the money from the card on file. So we had 5 days to make flight bookings etc for for. Today when we called to check her in, we were told they cancelled her booking as this was not booked by the rep on the waitlist but rather on separate booking. The rep had told us that the deposit is moved to this one and reservation was confirmed and wont be cancelled. Carnival customer service have repeatedly accepted it as their fault. We want our daughter to be with us for the celebration we have for our son with 5 other families on board this cruise we have arranged for. We want help. Please help us accommodate her.

I am writing in regards to my family, friends, and relatives cruise on Carnival’s Liberty out of Port Canaveral, Florida on June 01-04/2017.
To celebrate my only daughter’s high school graduation, I purchased three ocean front balcony cabins to accommodate my daughter, her two friends (cabin 1), myself, wife, and son (cabin 2), and my in laws (cabin 3) at a cost of $4, 300.00. This may not be a large sum of money to some, but I saved for nine months to pay for this cruise. We also had my wife’s sister and her husband in a 4th cabin.
As we have previously sailed on Carnival twice, the Disney ships twice and several times on Port Canaveral’s Premier Cruise Lines (now defunct), I thought I knew what I was in for. I was wrong.
We had big plans for our stay in Nassau; Golf, deep sea fishing, Atlantis, visiting friends I have meet through my job in Port Canaveral. All were part of our plans until we found out that the Liberty would only be docked from 10a.m. to 6 p.m. Passengers could not disembark until 10:45 and when we did manage to get off the ship at 11:30 a.m., I asked Carnival ground personal when we should be back at the ship. I was given answers ranging from “I don’t know, “4pm”, 4:30pm”, “5pm”, and “if you are late the ship will leave without you”. We sailed all the way to the Bahamas to be at the only Port of Call for five hours?
Let me regress. The last time I sailed with Carnival, the ship arrived at 10 a.m. Friday and you had to return to the ship by 5 a.m. Saturday morning, a stay of 19 hours in port. Thinking I might be confused, I contacted my travel agent about the time Carnival stays in Nassau. She confirmed that it did in fact used to dock those hours but “that changed a few years ago”.
As we had so little time in Port and didn’t want the ship to, in the words of your staff, “leave without us”, we did virtually nothing in Nassau. Some vacation!
But I had to ask myself why so little time in Port? We were originally booked on Carnival’s Valor and that ship was swapped with the Liberty because the Liberty was a slower ship and the Valor would replace a slower ship on a Mexican destination. A possible explanation but not really. The Liberty took approximately 16 hours (5 p.m. Thursday until 9 a.m. Friday) to get to Nassau. To return to Port Canaveral it took 35 hours (6 p.m. Friday to 5 a.m. Sunday) to return to Port Canaveral.
The Liberty was at Sea Saturday doing slow circles or idling and still I wondered why. Why would passengers no longer have that 10 p.m. to 5 a.m opportunity to experience Nassau?
I believe I know why. Someone in the corporate office realized those additional 11 hours were time passengers could spend in Nassau’s bars, gift shops and casinos. By cutting the time passengers spend in Nassau by eleven hours, that is time they would spending money in Carnivals’ bars, gifts shops, and casinos. Plus, that is 11 hours Carnival would not have to pay dockage to Nassau. Is this my imagination?
I probably could have let all this go as poor planning on my part, but there is a kicker to the story. My wife has diligently taught mentally handicapped children for 23 years in Brevard County Schools here in Florida. She loves her job and loves her students even more. I mentioned to her that I was impressed with the accommodations that I witnessed on the ship that you make for children and adults with disabilities. Guess what? I suggest to my wife to go to the Liberty’s comedy show. We were very aware of the R rating but to our surprise Mr. Macy belittled children with disabilities. I don’t know if she was more appalled by the comedian or the fact that his delivery had 100’s of adults laughing at his insensitivity to persons with disabilities. Do you call this a “fun ship” vacation? Put yourself in our shoes. How do you plan to rectify this?

June [protected] 2TJ6K5 Carnival Splendor, Horrible service, always looking for someone to buy a drink, waiting for up to hours for ice, had early dinner at 6:00 pm didn't get main course til close to 8:00 p.m had to skip dessert because the next dinner guests were arriving and had to leave. Was this crew new or have a staff problems? We alway cruise out of Galveston Texas, and the staff is on top of things, this cruise was horrible. And want to be compensated for my grievances and my husband took a shower and the shower head fell off and broke on his head! Please contact us asap [protected] The Parker Family email [protected]@yahoo.com home is 5227 Terrace Wind San Antonio Texas 78223

Thank you for your response. I think it would be very appropriate for you to share my comments with Carnival Cruise lines since they are the business operator that has to deal with the Charleston Port Authority as a tenant in their port terminal. You have my permission to share my name and contact information and offer that I would be glad to give them any feedback they would like to have. I can guarantee you that we were not the only cruisers that had very negative reactions to the check in, parking, and facilities. My understanding from some Charleston residents that we talked to during our weekend on land before the cruise was that the city was looking into a new facility that would allow them to increase the ships sailing out of the port and replace the old ferry terminal, but was running into significant opposition that was objecting to growth of the cruise business in their city. Thanks again for receiving my comments. We absolutely had a wonderful cruise once we left port. The Carnival Sunshine is a spectacular ship with a great crew.

Yours truly,

Doug Vandergriff
[protected]

Booking # 7BQ6L9
Carnival Sunshine Bahamas
May 29 2017 12:00AM

To whom it may concern my name is d'wana tigue booking # 6lj6c2 sail date 6/17-6/22. I'm sitting here at home typing the complaint when i should be on my cruise, i was attempting to get my medication out my luggage when the porter told me that by time i reach my room my luggage would already be there. So not the case. So me and my daughters walked around the ship to get to know our way around and had a little lite snack. Went back to the room and my chest started to hurt.I could not take my medication because i did not have my luggage. So my daughters went to ask were could they get my luggage from because they needed to get my meds for me. They were sent to the doctors office and when she stated that i was having just pain all hell broke loose. The doc's came into the room asking if i was breathing and told them that i was fine just some chest pain that's when the said i had to go with them to have and ekg done and be check out and they call the ambulance to take me to the hospital i stated to them i did not need to go to the hospital i have chest pain all the time just needed to take my nitro and rest. The paramedics arrived check me out ad asked if i wanted them to take me to the hospital and i told the no that i was fine my blood work came back negative and my ekg was the same. I want to know will i receive a refund or receive another cruise date.

During debarkation, I tried to retrieve a hold souvenir my kid purchased during progresso port visit. The guest service staff by the name of aaron so told me that my hold item was lost and nothing he can do about it. That sounded very unusual to me, so I took my camera and asked him again so I could have it on record. He then threatened me by calling security. I am still not sure why since I just needed to have what he said on record because I don't believe that is carnival policy telling their guest that there's nothing carnival can do given my item was lost while on hold by carnival.
Instead of helping me, aaron so tried to intimidate me the over and over again by calling security more than once, and at one point a security personnel asked him why he was needed. Aaron so used rude language and pointing his hand at my face in a threatening manor more than once. I was very frustrating and upsetting because of his unprofessional and ill manor. Fortunately, there was a supervisor walked by and he has helped me to open a case. He also provided me with aaron's last name so I could report this incident by filling a complaint. They never contacted me about my lost souvenir. I will never use carnival again. They are thief.

It was our first cruise ever and we spent months planning, saving, and prepaying all we wanted to do . Our bill would be the biggest complaint of all . There were at least 4 duplicate charges of totally different categories. From expensive ( couples massage ) to smaller ( internet). In the middle Day of our 5 night cruise my card was declined - problem - carnival put over 1, 000 dollars holds and that was mostly errors . In fact over half . Responsiveness to our concerns about the bill was awful. Once the holds were put on its was a day and a half of our cruise before anyone would do anything about it therefore - we could do nothing. The internet we did order never worked, HUB didn't even work and that's there app. Air wouldn't work in room 2nd night - called the desk and was told 15-20 min. No one ever came so my husband and I fixed it . Phone didn't work in the room for one whole day. To make up for such issues we were told a bottle of wine would be sent to our room. We don't drink wine but just said ok. Guess what? It never came . Room was not cleaned one day. I had to meet with the head person over guest services about the bill while on board mid week and was handed two $5 arcade cards. Really people? I'll never ever cruise with them again nor will I stop telling anyone thinking of it our experience. Spend 5 hours off and on, mostly on the phone the Monday after returning with carnival and my bank trying to resolve their mistakes- not mine! Asked for upper management to be able to speak to and the lady on the phone with me tried to convince me for the better part of 15 minutes they wouldn't do anything. I'm sure they won't but I just wanted to speak to them. Maybe it could prevent someone else from having these issues . It's now 10:30 pm and my upper management call was going to call me before 5:30. We made good memories with our children and learned a ton- but it wasn't bc of anything about this cruise or carnival period . Like I said - NEVER NEVER AGAIN!

I booked a cruise to the Bahamas with Carnival. This would have been our first cruise and we were very excited. Planned this trip for months even looking forward to having a well deserved and needed vacation. The trip was scheduled for 6/16/2017 reservation #5U2595. On the night before our cruise we got an email from the airline stating our flight was cancelled due to inclement weather. We were told there were no available flights the next morning and to try to get on the standby list. We arrived at the airport 4 in the morning got on the list but were denied multiple flights because the flights were full. I contacted Carnival and was told the only thing they could do was refund taxes and the prepaid gratuities $402. I paid $1, 349. I am a single mom with two kid one in college. I don't have money to waste or lose. I am requesting a voucher or credit for a future cruise because my cruise was cancelled thru no fault of mine. The airline refunded me with airfare credits.

I just recently got back from a cruise on Carnival Valor that was 4 days. I went from June 8-12th. I had not had a great experience with them from the beginning. I initially booked an Ocean View room and later upgraded to a balcony. When I initially booked (which we paid in full for both of us) we got a $50 credit. Well that was lost when I upgraded and the rep that upgraded me, made no mention that I would lose the credit. I call when I noticed it was gone and was told there was nothing they can do. After asking to be transferred to a supervisor she gave a $25 for me and my friend to share so 12.50 each, Rip off. I sucked it up because this was my birthday trip and my first cruise. Well when we began our cruise we started noticing more and more where we were being ripped off. We paid upfront gratuity and was still being charged automatic gratuity on purchases we made, like drinks, Spa services, ect. I think it was absolutely ridiculous that we were being charge this for the services we received. Don't get me wrong, some of the people were excellent, and others had attitudes and were horrible. But we still had to pay them gratuity. Why do I have to pay this for terrible service. We spent a little over 2k on this trip and we have nothing to show for it. Most of the food was nasty, and we did not even receive the steak and lobster we thought we would receive on the Captains Dinner night. If we wanted it we had to pay extra. The food that was on the ship was Deli, Pizza, Burgers and Tacos. The cruise was also very crowded, beds uncomfortable and rooms very old and outdated. I paid all of this money to have a mediocre cruise, at best. I will never cruise Carnival again. My mother-in-law warned me to do [removed], but I did not listen. She did Carnival once and never went again. I tried to resolve this by calling in to the customer service line and they told me they couldn't do anything for me "sorry". I guess that's because they already got over 2k from me. The best form of advertisement is "Word of Mouth". I will definitely make sure that everyone I know, knows about this experience and I will recommend [removed].

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1 Review
Ma
mattreid on Jun 9, 2017
Mark as Resolved

I just got off a Costa Pacifica cruise for a 11 days from Genoa Italy. It only two English channels on TV. The entertainment was mostly cater to Germans with out the ship including the Cruise Director by only speaking in German. She cater to her own period. I felt trapped in a room with no English TV even excursions where in German. English is most dominant language in the world. When I went to the buffet some of the employees in the white dress shirts gave me a racist look thru the ship. The entertainment was cater to Germans mostly, Even on a Latin night music event they had only 3 Spanish songs on the whole cruise. I have been on 18 cruises. The food for breakfast was mostly sweet rolls and donuts. No choice breakfast. I went on Holland America and a Carnival Vista Cruise line I took where similar stops was a perfectly normal cruise. This was totally a racist cruise. Lunch had no coffee. For lunch and dinner it was mostly Fish and Pork Chicken was to a minimal with curry flavor which was nasty. Breakfast Orange juice was bad in its taste. The only two other music groups on board where be hound mediocre to put you to sleep. I want my money back. This cruise by far was the worst ever. The reason why I'm contacting you is because you own Costa. I want a respond.

This was my first cruise and it was in the Triumph and possibly my last. I was shocked at the constant smell of marijuana smoke coming from a cabin next to mine and having to explain the odor away to my child. I thought there was NO smoking allowed in cabins, much less something illegal. It was totally inappropriate and unfair to myself as well as others. I had told the front desk, but it continued on as if I said nothing! It was from the first day, 6-1-17 until today 6-5-17. I'm still in disbelief over it!
Second, I asked if I could book my excursion at an earlier time with no penalties and was told that I could. I check my statement and it shows that I was double billed for it. When asked, I was told that I would get my money credited back, but have yet to do so, 11 hours after disembarking.
When reaching home tonight I called carnivals complaint #, and they were closed for the day. Will try again tomorrow.
Carol Jung

I am writing this with first some frustration, disappointment and sadness as I feel after the things that transpired on my recent cruise unfortunately made me feel it wasn't fully deserving of all the money invested.

This was my second time cruising (ever and both times with Carnival) and this Carnival 2017 ( booking # listed above and the source of this complaint) was my son's first cruise. I cruised on a different Carnival ship last year (Carnival Elations booking # 9K2BR2 and I will refer to as Carnival Cruise 2016 ); where everything was very nice from accommodations, the staff and to the food. Carnival cruise 2017 Ecstasy, I found that the staff was great but our accommodations were a bit concerning, odors when first entering the room of what smelled like feet, near Lido deck (food deck) which I'm not sure if it was the result of fumes from needed fuel for the ship (which wasn't a issue on Carnival Cruise 2016) and wasn't the most pleasant odor when heading to dine. Regarding the food, I will just choke it up to a personal preference as everything looked very appetizing but the things I had were not very flavorful, the grease smell from Guys Burgers (mixed with the bad smell) entering the deck was nauseating at times but later in the cruise I did have the burger and fries once during the duration of the cruise and it was pretty good. To the biggest issue we had; the room we were in had issues with water backing up on the floor in the bathroom. In the beginning I thought me or my son had somehow managed to get water on the floor so I cleaned it (May 23 & 24th) and the room smelled like a portable potty but with Febreze was able to minimize the odor. I cleaned up the water once on two different days. The following day (May 25)day, my son and I noticed the portable potty odor was really bad and I got up to investigate and at that point saw the water coming out of the drain under the sink; I didn't clean it up. I contacted guest services who sent a gentleman up to check it out and he did work on it and I would assume fixed the problem which seemed to be a back up in the pipes I would assume. Sidan our housekeeping gentleman came in and cleaned the bathroom after the work was done. Again the staff was very good. That next evening (May 26) my son was walking on the floor near the door and states his socks were wet. It appeared there was water under the carpet near the door. I again called down and a gentleman came up and said he could get a blower to dry it, but it would have to dry overnight which would keep us up and we planned to disembark the next morning. I told him of my issues during the week and expressed concerns for the next guests who plan to embark and didn't want them coming on to have similar problems OR a wet floor he said he would make sure it was taken care of when we checked out (May 27th). Unfortunately, this cruise came with problems that though I couldn't control, did come with some frustration especially being I know how nice the accommodations can be an the fact I was bringing my son for the first time.
I completed a survey post the cruise last week with the above and I spoke with Natasha today in regards (who was sweet but I felt was as helpful as she could be in doing her job) and states I was offered $17.36/pp for my troubles which I do not feel helps but only adds to my frustration as to why I am so frustrated my son had a crummy first cruise experience in regards to accommodation, odors and food. I just hope our business and the investments and saving/thought and planning that went into our vacation was worth more than $17.36/pp. I would hope there is a better resolve than this in regards to what was to be a great vacation experience. We also had an excursion that was canceled and we made the best of it as we can handled and understand things do come up, but when you are to live in a place like home away from home for a week you want to know you have good accommodations; and these accommodations were less than good. Even to be offered to be put in a different room would of been helpful; but I guess it was a full ship or felt that the concern wasn't that big of an issue; but for use it was.

Thank You,
Joyce Stevenson
(contact information is listed with booking)

Dear UPS,

I am writing to you regarding an extremely rude, disrespecting, unhelpful and upsetting experience I had in one of your Ups stores recently.

On Saturday 13th May, I went into the store on Pine Ave, Long Beach, California to ship a parcel internationally to the UK from Long Beach. I was served by a nice gentleman who helped me package up my parcel and ship it.
However, during the payment and process of shipping I was advised that I would be able to track the shipment of my package online throughout the delivery process, to which I later discovered was a false service. I also was asked to pay a fee of $37.70 for this service. I was informed that this payment would cover the cost of insurance, shipping and tracking and that the package would arrive at its destination within 4-7 days. I was a happy customer.

I therefore left the store and began to ‘track’ my delivery process through the website given; this website gave me the same message each time I tried to punch in the delivery code. ‘’This item is not available for tracking in the United Kingdom’’
I went back to the store 2 weeks later, May 27th, as I work on a cruise ship and only dock in Long Beach each Saturday, this was my first time to be able to return to the store to inquire why my package wasn’t able to be tracked. Also that the package had not arrived at the destination as initially informed. I was met by the same gentle who wasn’t so helpful and could not explain why my package was untraceable and blamed the post office; he also sent me out the store to follow up with the post office instead; I did this and was given an international telephone to inquire to!

Once I spoke to the international department of shipment I was here informed that the tracking number I was given was ‘invalid’ and that the cost I paid was only to cover the cost of shipping and NOT tracking or insurance! I returned back to the UPS store and spoke with the manager Joe Bergin. As a manager I found him to be extremely rude, very unhelpful and also refused to assist me in tracking or finding my package! After explaining that his store not only charged me a large sum of money to be able to ‘track’ my parcel, but the parcel that was initially said to arrive between 4-7 days had still not arrived at the destination. This is a very sensitive package to me and the fact that the manager of the store disrespected my inquiry was really upsetting to me. Joe furthermore refused to inquire about the whereabouts of my parcel, and also refused me a refund for the false service I was charged for. The conversation between myself and the manager escalated as he continued to be extremely rude and upsetting towards me; and to my complete disgust he cut me off to serve another customer, then continued to ignore me! I was shocked, upset and could not believe the service I was given by a company so huge, the other customer in the store was also put in an uncomfortable position as she saw how disrespectful the manager was towards me. I simply wanted an explanation to why I was sold a service that wasn’t legit and also given false information regarding a package so precious to me. After a few minutes hovering around waiting for some kind of customer service I was left ignored, unacknowledged and was told to ‘come back when the parcel arrived; to which I asked ‘when exactly as it is now 2 weeks later that the estimated time’ and he replied ‘I don’t know but come back when it has arrived’.

I have never been so shocked and publically humiliated by a manager of a store before, nor have I left a store so upset and infuriated! The service was not only false servicing but also incredibly unhelpful when returning to inquire about the service I was given. I want to file this complaint abut the store in Long beach and furthermore about the manager and service by your company.

Finally, my parcel did arrive at the destination but there was an additional 25 GBP charged for collection due to boarder control! I am not a happy customer. I would like to be put forward to the department of refund and complaints and I hope that you can compensate me for the distress and anger and extremely disguising service I was given by UPS store 2896, Pine Ave, Long Beach, California.

Kind Regards,

Booking #6TW9P2
I just returned from a cruise on the Carnival Liberty and want to let everyone know that it was the worst cruise I have ever been on. The service was atrocious in the dining room as the waiters acted like they did not want to wait on tables. They just set the pitchers of water on the table, did not pour any glasses for the ladies or anyone else. Just set the bread on the table and did not serve or ask if anyone wanted a bread that had run out. We did not even have a table cloth except on the night that we wore our suits and the ladies wore their nice dresses for the pictures. The table beside us called someone in and complained but as soon as he left it went back. They changed waiters, other than the main one, each night and they had to even fake a laugh. I am a gold VIFP member and my sister and her husband are platinum members and their room did not get made up until 5 pm on the second day of the cruise.
If I had known how to get my gratuities back, they would not have gotten anything. Our room steward was fine and acted like he really wanted to help. We had to ask for the housecoats as we were told that they did away with that since some people did not use them, but after we requested one, he brought us one each.

I have taken many cruises and only on Carnival. We have always enjoyed them, but we have noticed that the service is getting worse each time and intend to start with a different cruise line on our next trip.
I was told that I would receive a $50 on board credit and found out that I had to pick it up at the casino, but did not find this out until after the cruise was over.
I have really enjoyed carnival over the years, but I feel that they are no longer in the customer service and fun business, but rather in the money making get on and get off business2 e-mails.
I have called 5 times with no call back and sent
Lester Wiggins
P.O. Box 209
Pembroke, Ga. 31321

Booking number: 4xg1t9
Booking number: 4xg1v0

Sail dates: 5/28/17 to 6/1/17

Embarkation port: port canaveral (Orlando), fl

Ship: carnival liberty

We were scheduled to embark at port canaveral on sunday, 5/28/17. Unfortunately, a storm approached east tennessee on saturday evening, 5/27/17. We received no notice that the airport in knoxville, tennessee had been effected by the storm. At approximately 6:45 am on sunday 5/28/17, we received notice that our flight had been cancelled to orlando. The entire airport was without electricity and they were unable to search for an alternate flight.in fact, there were no airlines flying into or out of mcghee-tyson airport on sunday, 5/28/17.in an attempt to make our way to the cruise, we began calling other airlines and airports for an alternate flight.

In addition, we immediately called carnival to notify them that we were having transportation difficulties getting to the port. On the first call, we received no support whatsoever. The person basically told us that if we were not at the port by 4:00 pm that there was nothing that carnival could do. While I understand that this was our responsibility, the customer service of that particular person was rude and unfriendly. I couldn't believe that was the way a customer service representative would speak to a customer.

This was a trip of a lifetime for my parents. A few years ago, my husband and I took our children on our first cruise. Our experience traveling with carnival was unbelievable. We were pleased with every aspect of the cruise. The ship was remarkable, the staff was the most accommodating and kind group of people that we had ever met. We enjoyed that trip so much that we wanted to save enough money to share this experience with my parents who have never flown and never been on a cruise. It was what some may call a "bucket list" trip. You can imagine how frustrated we were to not have someone kind and caring on the other end of the phone when we made our first attempt to contact carnival on sunday morning.

The chattanooga airport (Which is two hours away from knoxville) attempted to help us make our way to orlando, fl. We called them and also drove there. They helped us to search for every available flight from east tennessee; atlanta, georgia; and asheville, nc that could potentially get us to the port by 4:00 pm. On the cruise information that we received via email, there is a place where it says if you are running late please call... I assumed this meant if a family was going to be late that perhaps the family could pay a fee or make arrangements within reason. I certainly did not expect the cruise to wait on the six of us for hours. We determined that we would make it to orlando by 3:32 pm. This meant that we would be approximately 20-30 minutes late. When we called the number given to us by carnival "in case we were running late" we were once again told that there would be no delays. At this point, we knew we were out of options. There was no way we could arrive in time, even if we drove. The thing that continued to weigh on me throughout the situation was the lack of help, recommendations, and customer service by carnival. Also please note that the mcghee-tyson airport was still without electricity as of late sunday evening 5/28/17.

At approximately 10:00 am, we called carnival again to state that we would not be coming to the cruise after all and proceeded to cancel our reservation. At last, we spoke with a very kind and helpful customer service representative, glenda. She explained that we had failed to purchase travel insurance. I thought that I had purchased, but I had not. I appreciated her willingness to explain what our options were. She explained that she could cancel the reservation and we would not be charged for the excursions, taxes, or gratuities. We asked if there was any way to receive even a partial refund, and she shared this email address. While I know that this was not carnival's fault, I would have never booked a second carnival cruise had I known that we would have terrible customer service in the beginning, especially considering the stressful circumstances. Glenda restored my faith in carnival and I appreciate her willingness to explain our options and the contact information to send an appeal.

I loved cruising with carnival a few years ago, and it is our hope that we get to take my parents on a cruise this summer if possible. We would appreciate any considerations that you could give us regarding this matter. We did everything possible to make it to the port. On our way home, our truck broke down as well. No one would ever believe that we have been through so much in one day. Please see the links below which are descriptions of the storm damage and flight circumstances. I have enjoyed telling others about our experience with carnival and how much fun we had the last trip. We would love to reschedule with carnival soon and spend time together as a family. Please consider helping us to reschedule our cruise. If you need additional information regarding our situation, please contact us. We would appreciate any consideration that you can. It is our hope that carnival will continue to be one of our favorite family vacation traditions.

We sent the above email to carnival as soon as we arrived at home with the details we were told to include. We have yet to receive any confirmation that the "appeal" has been received or if they are even reviewing it.

Storm damage:

http://www.wbir.com/weather/severe-storms-push-through-east-tennessee-causing-widespread-damage-and-outages/443677356

Cancelled flight information:
We regret to inform you that your upcoming allegiant flight 697 originally scheduled to depart mcghee tyson airport (Tys) to orlando sanford international airport (Sfb) on sunday, may 28, 2017 at 08:54 am has been canceled.

For more information and additional options please contact us at [protected].

We understand that changes in flight schedules can cause inconveniences, and we sincerely apologize for the disruption to your travel plans.

We look forward to serving you again in the future.

Kind regards,
Allegiant

Date of the incident:
May 30, 2017 10:30 a.m(MT time)

My name is Debbie Ortega 6QD1S5. I called customer service regarding my online check in. Carnival cruise representatives should gladly help and address any concerns and/ or questions customers may have. Instead I was treated by a rude and unprofessional Carnival cruise representative. Sadly, he never mentioned his name and before I could ask he disconnected the line. He was very impatient with what I was asking and was speaking to me like if I was an 6 year old. It is very sad and unfortunate to be treated like this on my first cruise experience. With that said, these representatives should have more training or change jobs because they represent the cruise line.

Sincerely,

Debbie Ortega