Carnival Cruise Lines
reviews and complaints

Booked trip in April 2016 Leave Feb 6 2017 was told by customer service in Dec.2016 that we had the faster to fun pass .So some friend decide to go with us they booked and got the faster to fun. So today I print out my boarding passes and find out we DON"T have the faster to fun pass called customer service about this was told that would of never happened I beg to differ it did happen so asked how I could fix this they said there is no way mind you the four of us are traveling together so I guess Carnival has decided we are not traveling together. This is my third trip with Carnival but this will be my last if they don't try to assist me this cruise is to celebrate our 30th anniversary . Thanks Carnival for all the wrong information witch has caused us a lot of stress and separate our party up.

Hello,
My name is Angela Tucker and I am emailing hoping that you can assist me with a problem. I have organized a group of people to go on a the Carnival Conquest on January 6, 2018. I submitted the Group form on Monday at 10am but I noticed
the form said it may take 24-48 hours to hear back so I called the Carnival customer service number and stated that I wanted to book my cruise so that I could take advantage of the $49 deposit. I told the person that I would have more people booking and could we all be linked together and made a group once we hit 8 cabins. He told me that would be no problem. I told him that my uncle had just booked online under his booking# so he said he linked us. I still thought this meant forming a group. I never heard back from the form I submitted so I called on 1/31 and held for 45 minutes and I finally hung up. I called again today and held for about 30 minutes. Finally someone answered my call but I was transferred approximately 5 times before reaching someone. He said the only way to form my group now was to redo it all under a group but pay the higher deposit of $250 since the promotion expired the day before. I don’t feel like this was fair because I tried since Monday 1/30 to get this going as a group for the $49 deposit. I don’t see why my booking numbers can’t be moved to a group number now for the money we have all paid to reserve.

I feel like I have reached a dead end with your Customer Relations department. I have been on past cruises with other cruise lines and never had a problem like this. I would appreciate any help you could give me in getting this resolved.

Currently I am at 8 cabins and have several other family members wanting to book.

Thank you for your time and consideration.

I just got off the first cruise I have ever been on and was so excited about it but it started off as a nightmare! I went down to Charleston the night before and rented a hotel ($160) so I wouldn't have to get up so early and make that 5 hour drive. We were suppose to board at 2:00 but was delayed due to weather in Freeport on the cruise before us which I know is out of anybody's control but the ship was at dock at 11:00 am in Charleston. What took so long for them to get ready for my cruise? None of the workers in the parking lot was able to tell us anything because they had no idea what the delay was. My family and I had to find something to do for 8 hours before boarding the cruise. A email was sent out saying a 5 hour delay but I didn't get it until very late that night. Around 3 o'clock I was told by one of the port workers that it would speed things up if I went ahead and checked my luggage in so that is what I did. Our birth certificates, ID's and boarding passes were checked also and 2 stickers were placed on our car window. We came back later thinking that since all of our stuff was checked that we wouldn't have a problem. We were very wrong! It put us in the same parking lot with hundreds of other cars at a stand still for approx 2 hours before we were able to even park. Finally we were able to get into our rooms which were nice and our luggage was there so that was a plus. We had downloaded carnival hub app since we had so many people and children in our party but the chat option didn't work for the first 2 days of the cruise and the staff didn't have a clue what was wrong. This caused major frustration for us not being able to communicate with each other. The other part of the hub app was great being able to see what was going on and when. We missed our first dinner since we didn't board until around 7:30. The food options and taste were very disappointing. Most of the time the drinks were out, ice cream machine wasn't working, cakes were very dry, pancakes were hard and it was hardly every any side dishes. Most all included a meat of some sort which wasn't good. I was told by so many other people that we would be able to get lobster, steak and other things at dinner but that wasn't included in our price which we thought was. The water in our sink was a tint of brown. The boat was very rough riding since they were trying to make up for the lost 5-6 hours causing my family to get sick and stay in the room. Nightmare! I will say that I had no problem with the staff and I thought all the activities were great. My 13 y/o son thought his club was very boring..My 16 year old loved his..They didn't do the ice carving contest because they said it was too cold outside. Don't you want it to be cold outside when doing that? On the last day before debarking it stated that the picture people would be on the ship from 7:00-9:00 am but none were there so I have no pictures from my trip. Yes I could have bought them sooner but my plans were to buy them before getting off the ship so they wouldn't get messed up during our trip and it couldn't be done. We still had a good time after about day 3 but the $15 dollar refund that they gave was sorta like a slap in the face. I spent a lot of money to go on this first time cruise and also in the casino for them to only offer $15 refund. I think it should have been atleast $150-$200 per person for the inconvenience and the bad start. I'm not going to judge all cruises based on this one but I hope that your company would be gracious enough to refund more than they did for the trip that was so important to me. I will say again that I thought all of your staff were great. They were very funny, sweet and helpful. I did dislike that my sons and nephews were having to go to the bar to get a soda. It was a machine that you can put your card in to get beer why not a machine for soda? The debarking was very smooth thank god. I would consider coming back to carnival but if this isn't taken care of I will never go on another cruise with your company again nor will I recommend you to anybody else. I didn't go to customer service on the boat to complain because believe me it was a very long line doing that and it wasn't the 2 ladies fault that was working the counter so I wasn't going to take my frustrations out on them. I was made aware that many of the ones that complained early about the cruise was given back a good amount of money and the ones that didn't go right away wasn't given hardly anything. A few things that needed to be fixed that I noticed was the plug above the sink wouldn't run my hair dryer. The bathroom on the lido deck was missing half of the ceiling and the other half looked as if it was going to fall in.

My voyage number was EC20170125005
Cabin number U186
Names: Timberly, Garland, Zachary and Bryson Tant
P.O. Box 204
Zebulon, NC 27597

Please feel free to contact me via email and I will gladly give you my phone number through that route if you need to talk to me on the phone.

[protected]@easternwakeems.com is my main one but another is [protected]@aol.com

We are currently booked to go on Carnival Cruise Feb 25, on ship called the Vista. We had flights booked and cruise.
My friend joined us following few days after booking and booked flights as well. Upon doing so, carnival changed my flights( for me and my husband ) to their flights.

I called Carnival Cruise line asking for some sorta reprieve and nothing was given.

Absolutely NOTHING, very disappointed. We are cruiser and been on a lot of cruises and never been treated this way.

We were atleast expecting a room credit or some considersation

Jacqueline Stride

I booked 2 cabins on carnival Liberty for 7 people & paid a total of over $2300.00. I was notified the Liberty was being replaced by Valor. We were to check in port Galveston @ 11am 1/14/17. I was notified 9am of fog delay but I was already in Galveston, they said new up date in two hrs. they kept updating every 2hrs or so, until finally @ 4:30 they said we would not load till next day & next update wouldn't be till 12noon next day. This made it hard to find hotel for 7 people, found hotel 50 miles away. then next day 1/15/17 @ 9am got a call that Valor would start loading @10am & leave port @2pm. Here I am 50 miles away with 7 people to get ready & feed& get checked in. Was also email that we would loose 1 port & be refunded in 3weeks, port being Progresso, Mx. Next day 1/16/17 @ sea they change it to Cozumel & start advertising to buy booklet the save $ @ their shops on port dock in Cozumel. Carnival never contacted me in anyway as to how much$/when refund was going to be, so I called & they said it was being processed. They credit me with $171.20for cabin 1320 which I paid $476($119p/p)port fees& $263($65.79p/p)tax fees;& $145.40 for cabin 1317 which I paid $347($119p/p)port fees &$197.37(65.79p/p)tax fees as to what my booking agent broke it down for me. I just can't see justification on their refund amount as we only did 1 port & lost 1 day. Thanks Victor F.

My group # 9T6VS5 arrived at the Port of Galveston on 1.14.17
Did not get the conformation that ship was not going to leave until around 6:30pm. This caused us to have to eat lunch & dinner and book a hotel. We were ask to arrive back at the Port around 6pm - 7pm Sunday 1.15.17.
Carnival is refusing to credit us for 2 days. We did not leave Galveston until 1am Monday 1.16.17 morning with a cancellation of Ochs Jamaica. I have been cruising with Carnival a long time and was not pleased with the customer care.

cruise with carnival many time gold members now expecting and enjoyable happy trip which wasn't at all room was dirty around toilet bowl area mould black stains and wall scraped blood stains and casino floor was full off smoking gamblers couldn't stand it at all left asap lunch in main dining room was cancelled indefinitely I never go back carnival cruise will try Celebrity or Oceania line instead vifp # [protected]

Hi,
Me and my wife have participated in your cruise on the 20.1 till the 23.1.
We must say that we really dissapointed from the cruise.
We recived a room near the elevators and we can't sleep because of the noises all the 3 nights.
Also for the "dessert" the last night was like a nightmare! The crew employees have done construction from 5am in the morning! And we wake up like is it a nightmare!
We spoke with the guest customer services on the ship and they give us a 50$ back, this is a joke!
We spent more then 750$ for a cruise that we only suffer!
We want the money back it's not respecting thing to do to us we fly all the way from Israel and we heard about your company too many good things! In our dreams we didn't expected that kind of thing!
That was the worst vacation we ever been and we defently not gonna recommend about your company To anyone.
Please refund our money.

Hi,

Im sorry if my email is not writting correctly. I speak french ...so i will do my best.

First, i want to tell you that it was my second cruise on carnival boat. My first cruise was wonderful. The ship was perfect and our room was clean ! Wow! It was 3 or 4 years ago. Sadly, the last i did with my parents and my boyfriend was not like this.

First, when we arrived in our cabin, it was not clean. We saw that the stewart did his job but they was a lot of dust on clothes rack, tablets, etc.

Bathroom was really dirty the first day!

We only have one dressing gown and we were 4 adults. We did not have enough towels. We had to asked to the setwart...

The boat was really old inside...I dont think that it honour Carnival boat's. Last cruise, it was clean and nothing was broken.Also, It has food on the ground at restaurant ...

People who worked on the boat was unhappy...except the guy at the restaurant who bring us food. His nickname was: "Kodak" I want to congratulation him but at the buffet i did not feel like a guest...It was more like "eat and go".

So im not happy of our cruise. For my dad and my boyfriend it was their first cruise and they told me that they will never do another cruise. Im very disappointed of that because and know that Carnival ship can be very fun and clean.

It was on the carnival elation
Our reservation number was :4NZ2H9
It was on January 5 to january 9
Our cabin was M255
We want to Bahamas

* We did not take pictures because we found that it concentrating on bad things...My father did not want that i complain ...He just said "I know what to do, i never come back" But i want the pass good time on Carnival ship again and i want to show my boyfriend and my dad that Carnival cruise can be really fun.

My name is Lisa-Marie Paquet

The name of my family is
Victor Paquet
Jean-Rodolph Noel
Francine Paquet

I hope that you will able to do something to correct the situation...

Thanks a lot

Lisa-Marie Paquet

I cruised on 12/19 on the victory and used my atm card in the casino on the victory. This is the only location where my card was used.
Shortly after my return my atm card was used by someone that hacked my account and charged two charges of $1003 each at a walmart superstore in miami, fl.
I suspect my card information was compromised by using the on ship atm.
I use an rf blocking wallet and take precautions and very cautious about protecting my information. I do not use it for any thing other than cash advances. I feel either an employee or the machine on the victory compromised my information.
Letting you know and want to know if you have received other complaints of this nature.
Thank you
Robert

My husband and I recently returned from our first cruise, Jan 12-15 on the Liberty. This was a surprise for my husband's 50th birthday, and I splurged and booked a cabin with a balcony (#6-347). Unfortunately, the couple in the next cabin (#6-351) were chain smokers. Every time we went out on our balcony, they were either already out on theirs, smoking, or would come out a few minutes later and light up. My husband and I are both allergic to smoke, and inevitably, we would leave our wonderful balcony each time we went out, after being exposed to the smoke. We complained to our steward about this three times, and to 2 other stewards as well, and they all spoke with the smokers and explained the rules about where they could and could not smoke, but it made no difference. My husband's allergies kicked in and he now has a full-blown sinus infection. This really put a damper on our whole trip. I hope you will consider establishing a policy whereby smoking in non-designated areas would result in a fine. I think if that had been in place, we would likely not have had this problem. I hope you will consider providing us with a cruise experience in a cabin and balcony we paid for and expected. My brother and his wife stayed in a similar set-up down the hall (6-309) and had no problem at all. We really wanted some R and R, and the smokers ruined it for us. Thank you for your attention on this most unfortunate experience.

I have received a email about giving me 25% off next cruise
I am sorry that doesnt feel like enough!
The says the port were cancelled the decks were so full i had to sit on the floor and eventually went instead!
I ended up going to the spa and spent a fortune for something to do!
And the money the boat made the 2 days we didnt dock with booze was probably amazing for u guys?
I will never travel with carinval again and will warn people not to travel with u guys!
We should have been compensated on this trip

Dear, Carnival Cruise Line
Hello my family and I were supposed to be on your cruise ship the Magic Jan.7-14, 2017 the 7-day Western Caribbean, but unfortunately our airline ran late getting us to Orlando on time. And I am letting the airline know we missed the ship.
I called your emergency line to let them know we were running late and I called when we landed but it took a long time before anyone answered the phone both times. When I called to let them know we were in Orlando the lady on the phone stated that she had no record that I had called around 12:00ish. When I called the 2nd time to let them know that we were in Orlando and were on our way to the port, the lady was not very helpful with us, but she did try to call down to the port and stated there was no answer down there.
This trip was a Christmas gift to my kids and my mother-in-laws 1st cruise. They have been waiting to go on this vacation. We asked the lady on the phone if she would be able to help us get on another one and she stated they only had 1cabin and we needed two. And then she stated that there was nothing else she could do for us.
Here we are sitting in Orlando airport and nowhere to go, no car, no room, no air fare to get home, and the kids are so upset their Christmas gift they have be waiting for is gone.
We are asking you to please grant us another cruise so my kids could have their Christmas gift. We would like to take the same cruise next year Jan2018, do to my kids are in school and work we can’t take any more time off this year.
Please make their Christmas gift come true.
Sincerely,
Sam& Sherry Broomell
801 Park Ave.
Kennett Sq., Pa 19348
[protected]
Booking # 2GF5F4 & 2GF5R2

I am very disappointed and we haven't even sailed. I was online purchasing the bubbles package for myself and son and then going to purchase the cheers package for my husband. It then indicated everyone in the room had to have the alcohol package.. Really?!? I don't drink and am a diabetic. To which, I have the sharps container in the room/requested, so they do know this. I will not be paying $400 per person to have this.. I am very disappointed and won't be cruising carnival again.
Amy

I had booked a cruise with Carnival Legend for August 2017. The same day I cancelled the same cruise, I booked three cabins, I was told I would get a full refund of my deposit . Well after getting the phone run around I was connected to this "customer care rep. Ivan ". He was rude, kept sighting security reasons, I asked for another rep. Was told NO, I asked for his supervisor again was told No, he is the supervisor. I am a platinum guest, I have been cruising with carnival for almost 25 years, not far from being a Diamond. I book 4-6 cruises a year with Carnival, and this is the treatment they give a guest? Not just me but anyone. Maybe Carnival has forgotten what and how far a "good" customer care rep. Is. I have no problem cruising with other cruise lines, if their customer service reflects that are very much appreciative no respectful of you as a human being will guess what, I don't mind spending my money for good customer service. In a messed up world we have today a little help no kindness to another human being will be appreciated. Sorry Carnival Ivan but with your attitude you will do a lot more harm for Carnival, then good.

I am writing because I recently booked a cruise that will depart Charleston on January 30th.  This is a Birthday celebration as my bday is January 29.  I am questioning your policy where as everyone in the cabin must purchase a drink package.  What if one person does not, cannot drink?  It is not fair to the person that wants to purchase the drink package that they cannot purchase the package just because the other person cannot drink.  It is also not fair to the non drinker to purchase a package to pay for coffee and soda and non alcoholic beverages...there is no way that person will spend $50 per day on those drinks. 

I would appreciate that you reconsider this policy. I have traveled with your line once before and didn't know about this program, I don't think we even purchased it at all.  But on other lines I have traveled on there has been no problem purchasing individual packages.  Please reconsider this plan as I would like to purchase 1 drink pkg for my upcoming Birthday Cruise.

Thank you
Michele Solowinski
booking number 5CL8Z7

On Jan. 8th we were scheduled to leave on the Carnival Vista out of Miami. The Northeast had a snow storm come up the East coast which in turn cancelled my 1st flight. I rebooked on another flight into a different airport with a different airline and that flight was also cancelled due to no flight attendents. I tried everything to get to Miami and make our Cruise but was not successful. I requested a refund or credit while on the phone cancelling my cruise with Carnival but had no success. I would appreciate any help trying to get a refund or a credit for a future Cruise. I am a repeat customer with Carnival as this would have been our 7th cruise with them. This was a Sweet 16 celebration for our daughter. Booking # 2VW0S3. I did get back port charges and taxes but the 2, 386.00 cruise fee is what I am requesting.

we were denied to board the Liberty Cruise ship because they could not read my birth certificate. My seventeen year old son had to be denied to cruise with his parents on his first cruise. We were very devastated about this situation. We had find different places to sleep each night with limited funds. this was one of the worst experience I have ever had in my life time.

It is said to say that my 14yr old daughter and myself were 2 of many victims caught in Fort Lauderdale shooting in the airport...I called carnival while in airport to advise them that we're being detained and can't make it to the cruise boat...Well after several different contacts thru all the trauma carnival says they will not credit me another cruise or refund my money because it wasn't their issue...WOW! some customer service because we all know it was nobody's fault, but I thought they would be a lil more sympathic..Guess not! Terrible ! God is Good and we're back home and safe...

We are not totally dissatisfied with our recent cruise experience but definitely not 100% happy. This made our 3rd cruise with Carnival and we have never had a bad experience and we plan to book again but wanted the following to be known:

Upon arriving to our room we noticed that the floor was very weak/soft and made a very LOUD creak/popping noise every time someone walked across the middle of the room. We immediately called guest services. The floor steward walked on it and reported it, agreed that it would need repaired however nothing was done.

The mattresses were so horribly uncomfortable, my husband spent most nights sleeping on the floor between the foot of the bed and the wall. We called guests services to see about pulling the mattresses down from the bunks or if there was another mattress available to switch with. We were told he could not open up the bunks because only 3 people was assigned to our room and he could get in trouble. He did say he would see about another mattress but we never heard back and nothing was ever changed.
The shower drain was extremely slow so the entire bathroom flooded every time someone used the shower (even if it was a quick one). The carpet around our bathroom stayed wet from the shower and the carpet around the closet was wet, we're assuming from the neighbors shower.

Horrible smell coming from all the bathrooms through-out the ship, very noticeable at the start of the cruise. It was really foul when flushing. We are avid campers so we are familiar with holding tanks and how things work but this smell was unacceptable.

I called customer service about these issues after arriving at home and it was a very short, not so concerned with our dissatisfied cruise conversation.

We were also told that when there is an issue on board that you physically have to go to guest services to file or open a complaint, which we were not told. We assumed by calling guest services from our rooms on board the ship that the issues would be taken care of.