Menu
Carnival Cruise Lines
Carnival Cruise Lines Customer Service Phone, Email, Contacts

Carnival Cruise Lines
reviews & complaints

www.carnival.com
www.carnival.com

Learn how the rating is calculated

4.0 1287 Reviews

Carnival Cruise Lines Complaints Summary

941 Resolved
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.
Claimed
Carnival Cruise Lines has claimed their business profile
Get notifications about new complaints and reviews of Carnival Cruise Lines. We promise not to send you any unrelated messages.
Share
Write a review File a complaint

Carnival Cruise Lines reviews & complaints 1287

Filter reviews by rating
5
1 review
4
0 review
3
0 review
2
2 reviews
1
8 reviews
Sort by:

Newest Carnival Cruise Lines reviews & complaints

ComplaintsBoard
I
9:05 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines lost luggage

I took a crusie on sept.20-27th on the valor ship, and we had purchased express chech out and when we were waiting to get off the ship some lady came up to us and said they couldnt find our luggage that we would have to go to the luggage holding area to find our luggage. So we did and when we could not find it we had asked a lady that worked for carnival and she asked us for our luggage tag numbers and she called someone on the radio and then told us they were already sent to the airport on the express and we told her we were told they couldnt find our luggage to do that and she said well they went to the airport already! So now we land in NY and find that our luggage was not here! we notified the lost luggage at the airport and the crusie lines and everyday they keep lying to me telling me they found luggage that might be mine but they are not aloud to open it to tell me if it is mine that they are sending it to me so i can check to see if it is mine! Well everyday i call them and they tell me its going to be delivered to my house and they track it everyday and say its coming well its 16 days and i still dont have any luggage and they have the balls to keep lying to me !They have not made one phone call to me i have made them all to them! I would never take carnival again because they cant even reinburse me for the things i had to replace to survive!

Read full review of Carnival Cruise Lines and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
T
T
Thaas
Bay ST Louis, US
Aug 18, 2010 5:18 pm EDT

It was a nightmare, we smelled sewage in our room from the day we boarded. We complained but they said they had no other rooms to move us into. The entire floor from the minute you walked down the stairs smelled and stayed that way thefor 5 days we were stuck on the floating outhouse! Had this happened in a resort we would have packed up and moved someplace else since we were stuck on the ship we did not have that option. Don't get stuck like we did spend you vacation money on some else or stay home!

U
U
UncleBob
Texas, US
Aug 23, 2010 6:24 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Not being rude here either, but book on a El Cheapo Cruise Line and take your chances on that. Spend only 10% more and get a better class ship. This is not the first horror story I have hear about Carnival. Next time choose more carefully.

ComplaintsBoard
A
1:48 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines customer service

Good Sirs

Re: Complaint Code: 11671585A

I recently had the pleasure of taking a 3 day Mexico Cruse – and enjoyed 98% of my first time Carnival vacation experience.

I am writing to resolve a Check-in problem -- that almost ruined my vacation.

At this point, I would like someone from the Company to call me or write – and either tell me that the situation was not handled well by the on-duty check-in person, and that some steps will be taken to insure that others do not receive similar treatment. Or, that somehow I misunderstood the Check-in process – so this will not be repeated on my next cruse.

Here is what happened:

I arrived at the Long Beach Check-in Gate at approximately 3PM and presented my Guest Confirmation to an African-America woman ( Supervisor, possibly Olga? ). She stated that she did not recognize the Booking Number, and that I would have to call the original Booking Agent ( Carnival ) to get a valid number.

I informed her that I had left my cell phone at home for the vacation, and asked her to check in her computer to verify my Reservation, or call the Booking Office.

She said “no.” that I would have to walk with luggage about 3 blocks to the nearest pay phone. Arriving at the pay phone, I called the Carnival Agent – who confirmed that the Booking Number ( 53MD14 ) was correct.

I then walked back to the Check-In Gate and spoke with Olga again. After telling her that the Carnival Booking Agent I phoned ( 3 blocks away ) confirmed my Reservation Booking Number, I had to strongly INSIST she call the Booking Office so she could also confirm the Number, and check me in.

She FINALLY called and in 60 seconds confirmed the number, and took me inside to the Ticket Office.

At that point, a Mrs. Ortiz helped me complete the Check-In. She was wonderful, apologizing for my inconvenience and making sure everything was now correct for me to get onboard. She was terrific!

Unless I have misunderstood process, at least 3 mistakes were made:

1. At original Check-In, Supervisor Olga would NOT look up my Booking Number, or call the Ticket/Booking Office, insisting my Guest Confirmation as invalid. She did not take me seriously.

2. She asked me to walk 3 blocks to a pay phone with luggage, rather than immediately handling it at the Check-In gate or taking me to ticket office, or allowing me to use her area phone.
3. Once everything was cleared up, she offered no apology for what I see as her mistake – and showed a lack of problem solving ability.

Again, I just want a call or written response from Carnival – from someone who understands the Check-In Process – to insure this does not happen again., especially to first-time cruisers.

Appreciate your attention to this, looking forward to next voyage, and hearing from you.

Alan Quach
2805 E. 3rd St.
Unit 8
Long Beach, Ca. 90814

[protected]

[protected]@yahoo.com

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
A
10:57 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Carnival Cruise Lines cruisers beware

Just recently on 9/12/09, I sailed on the Carnival "Funship" Destiny(LOL). This cruise was quite the contrary! This cruise was chaos from the start. Carnival made an itenerary change and conveniently told all passengers as they were entering the second check in at port station. First, I have to wonder, why is it important for us to give phone #'s and ect, if they are not going to be used in cases such as this? I travelled with a group of 14 on this trip and the group was very upset. We planned this trip from last December, and some were first time cruisers. I agree with the last poster, the service was horrible, in fact if you asked for something simple like a spoon, the servers pointed to where you could go and get it. The pointing was due to the fact, that english was definately, without question, their second language. There were leaks all over the ship and in fact, a women in my group fell and strained her ankle and she was not in a pool area and it had not rained! I also think that Carnival being a debt free cruiseline should do more than to offer 20% off the next cruise, they should definately give 30% of our money back, just for turning a 5 day cruise into a 3-day bahama cruise. The majority of the time, we were standing still and able to see the Miami Skyline, either to our left or right, which means we were travelling in circles. I truly did not purchase 3 cabins to travel in circles. I err all to be cautious when travelling Carnival. My last cruise was on Royal Carribbean and I had no problems, so needless to say Carnival has lost my business along with the others in the group.

Read full review of Carnival Cruise Lines and 1 comment
Hide full review
1 comment
Add a comment
R
R
Ron Soriano
Vero Beach, US
Dec 28, 2008 1:54 pm EST

Carnival booked our air travel from Orlando to Atlanta to Rome on 10/30/08 for a cruise leaving Rome on 10/1/08. The connection in Atlanta was scheduled less than 45 minutes from the arrival time from Orlando for the connection to Rome. When we disembarked the plane in Atlanta we were greeted by a Delta representative who informed us that there was no way we would be able to make the outgoing flight. Two representatives of Delta contacted Carnival and each was quite upset that the connecting flight was made in such a short time, stating that Delta required a minimum of 90 minutes between flights, preferably 2 hours. We had to stay in a hotel on 9/30 before being able to arrange a flight to Naples, the first port of call of the cruise. We were told by Carnival that a representative would meet us at the Naples baggage claim area to bring us, and our baggage to the ship. Not only was there no one there to meet us, but because of the confusion of the flights, there was no baggage there, either. We took a cab to the ship. We had no baggage for five days before the baggage was delivered. In addition, we were told that all expenses (over $500.00) encountered because of this situation would be reimbursed, including our cell phone expenses (over $300.00) - because we would be in phone contact during the problem. We submitted receipts, as we were told for said reimbursementdenied reimbursement. They offered us a 20% discount on our next cruise, which we deemed unacceptable, and an insult.

It should be noted that my disabled wife postponed surgery scheduled for 9/23/08 for this cruise, which she had been looking forward to for many months. In addition, we were given a cabin that had power doors at the entry and the bathroom. My wife was almost knocked down by the door 3-4 time trying to transfer from her wheelchair into the bathroom. Fortunately, I was nearby, and prevented her falling to the floor.

It should be noted that more than one Carnival representative admitted to me that this was entirely Carnival's fault because of the terrible booking of the flight. Whereas Carnival has tried to blame the airline for the lost luggage, it is evident that the poor arrangements were the cause of the effect of the misdirected luggage.

ComplaintsBoard
S
10:38 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines horrible cruise line

On September 12, 2009 my wife and I boarded the Carnival Destiny whose itinerary included Grand Cayman and Jamaica. Upon stepping into the ship’s lobby, I overheard a fellow guest complaining about the ship’s safety and engine not working properly. I immediately went to the information desk and waited for over 20 minutes in line to be told that the ship’s propeller was not working properly and that the cruise was no longer going to the destinations that we originally purchased this cruise for. I was offered a 20% discount on a future cruise and directed back to the ship’s terminal to speak with a Carnival Cruise Line Supervisor to get further information and to find out all of our options. I left my wife in the lobby as she suffers from a chronic medical condition and has difficulty standing for long periods. When I entered the terminal it was a mad house, people were confused, angry and told that they would be able to speak to a supervisor if they signed up and got in line. I immediately signed up and was told repeatedly by a cruise associate that I would be the next in line to speak to the next available supervisor. I waited for over 2 ½ hours without speaking or meeting with one supervisor, even though all guests were told the ship would not leave the terminal until each guest was able to speak with a supervisor. Instead I was given a generic card for guest services to contact after the actual trip. With no options I had to return to the ship, as the horn was blowing indicating that the ship was leaving port. My wife was on this ship, as were our belongings, though we did not know the location of our luggage and were told if we got off the ship, it would be without our luggage, which wouldn’t be returned to us until the ship returned from the cruise. Some medications, personal care items and all of our clothing, shoes were in our luggage. This fact left us with no options, but to stay on a ship sailing to places we didn’t want to go. They never offered in any way to compensate us or return any of our money, and stated that if passengers didn’t take the cruise, their money wouldn’t be returned until 10 days after the cruise. We did not have additional funds for a hotel and did not have the ability to replace our clothing, medications, personal care products etc. We were therefore trapped, as we never received the letter that some passengers had received during the check in process, even though we had to wait in three separate lines to gain access to the ship. During the check in process at the terminal my wife and I waited in three different lines w/o any communication by the staff that the itinerary had changed. We had no way to get off the ship, as we didn’t know where are belongings were and couldn’t get our money returned to us that day. We did not have any money to take another flight home, as we were not scheduled to fly home until September 19th 2009 and on April 29th we had already paid $300.00 to change our airfare and travel destination in order to take the Carnival Destiny to Jamaica, as we had thoroughly enjoyed our last brief time in Jamaica several months ago, through the Carnival Freedom.
Not only were we devastated about not going to Jamaica, we were very angry that we were never given the opportunity prior to entering the ship and handing over our luggage to not take the cruise, as I never received the paperwork, period. I was promised I would have the ability to speak to a supervisor when I spoke with a customer service representative in the terminal and I never got the opportunity to find out what our options were, until the ship’s horn blew. Our trip was the absolute worse trip we have ever experienced in our entire lives. Not only was the staff rude, illiterate and unhelpful, they had no skills in terms of customer service. We were put in lines for breakfast and lunch that were obscenely long, in which 50-60 people were in one line as the staff closed other lines that could have reduced the 30-40 minutes it took to get our food. Food particles were frequently found on our plates, bowls and silverware, which we attribute as the source of the viral infections we acquired during our stay onboard. My wife unbeknownst to her ended up using a spoon that had dried on food particles and once this happened we frequently had to change utensils, bowls, plates for the fact that they had dried on food, which could have led to more than the food poisoning, and viral infections we obtained. Specifically, I obtained food poisoning on the first sea day after eating an undercooked hamburger during lunch. I also found my fork had dried on food particles on it as well. Vomiting, sweating, diarrhea ensued for over 24 hrs, which occurred less than one hour after eating the meal. Food borne illness is a serious issue. Hepatitis A, and other chronic diseases are a few of the diseases we could have acquired while unknowingly eating from utensils and plates, bowls that were not cleaned properly and when the issue of my food poisoning was brought to the attention of the kitchen staff, they never even responded to the seriousness of this issue, only stating that it sometimes happens. Room service failed to even come one day when we called, another day our room service tray sat out in front of our cabin for over 5 ½ hours. On the last day of our trip in port, we were told we could have breakfast until 9:30am and when I attempted to get some at 9:00am, the cruise attendants were putting it away, before I could even get to it.
On our first day at sea, my wife had to assist a female passenger who had fallen from the wet deck stairs of the hot tub. Puddles of water were everywhere by the pool and hot tub areas. My wife worked on preventing the woman from going into shock and preventing her from unconsciousness. When this fall occurred I went to the nearest staff and instructed him to call the medical personnel. The bar attendant who barely spoke English stated he wanted to see the woman first, and I had to continue redirecting him to get immediate medical attention. When I returned to the site of the woman’s fall, there were 10 or more workers standing around, not having any clue as to what to do. If it wasn’t for my wife and another passenger keeping her alert and awake, this woman may be in a coma today. The medical personnel did not arrive for at least 15 to 20 minutes and was a nurse, not the doctor, who came when the nurse requested his presence and it took him 10-15 minutes to get there. The nurse stated to my wife that she had completed all the requirements of a cardiac assessment and my wife tried to explain that the passenger hadn’t had a heart attack, but had instead fallen due to the slipperiness of the pool/hot tub area that was being neglected by the staff. The nurse demanded them to mop up the water, something that every other single cruise line we have ever been on, does on a consistent basis. When my wife tried to tell the doctor about the burning pain the fallen passenger was experiencing in her lower back, she was dismissed as he was focusing on the sling she had on from a fall that occurred the night before, because of slippery steps. The patient had to wait 10-15 minutes to get pain relief and as witnesses, wasn’t even asked if she was allergic to any medications. This woman may be dead today if she had indeed been allergic. These actions from the medical personnel display extreme negligence, malpractice and incompetency. The staff that placed her on a board rolled her on her back, which led her to scream in agony, instead of placing a stabilizing board up against her back to stabilize her, prior to rolling her over and prevent any further injury. My wife is trained in both CPR and First AID and was horrified when the staff that placed her on a board rolled her on her back, the area of injury, which led her to scream in agony, instead of placing a stabilizing board up against her back to stabilize her, prior to rolling her over and preventing any further injury. The staff acted as if they had never been trained in using the device and had to be directed to unbelt the belts on the board. The staff was frequently reprimanded by the nurse, almost dropping the patient a couple of times. Shortly, after this injured passenger was removed from the deck, I went to the grill and obtained some lunch, which included a hamburger and fries, and some nachos. About an hour later I began sweating profusely with nausea that led to vomiting and diarrhea. This went on for the rest of the day and evening, in which I recognized the symptoms of food poisoning as my wife had experienced the same symptoms earlier this year after drinking unknowingly milk. Most likely spoiled the meat from the hamburger was undercooked, as the next day I was feeling better. Two days later after my wife discovered dried food on a spoon she had eaten ice cream with and we both came down with a viral infection.
On top of the food poisoning dry, cold or lukewarm food and undercooked food was a repeated theme on this cruise. My wife was eating ice cream when she felt a hard object on her spoon, which turned out to be dried on food that wasn’t washed properly. We found numerous bowls, plates that were not cleaned properly w/ dried on pieces of food as evidence. Staff was blasé about these facts and did nothing to correct these problems. Shortly thereafter my wife and I both became sick with viral infections, though we took every plausible precaution, washing hands frequently, using germ sanitizer, we weren’t aware of the unclean dishes with stuck on foods, until after the fact. Other problems included Elevators that were frequently inoperable, stuck on certain floors or completely out of service. There were no directions provided as to where to go in order to get off of ship when in ports and many guests walked around aimlessly, in which crew members were not able to speak in English to direct us. The Family show that took place at 8:45pm each evening frequently involved inappropriate adult-themed material. One evening we were exposed to the female dancers dressed with undergarment costumes that resembled thong underwear, in which they completely exposed their buttocks as they engaged in risqué interactions with the male dancers. Children were removed during this time, by responsible parents. This form of entertainment is not something one should see on a cruise ship. We were utterly disgusted with this cruise, its ship, staff’s treatment of its guests and are therefore requesting all of our money $ 400.00 of it credited to our Capital One Credit Card, which is the credit card that we used for our onboard cruise account. In addition, having had taken several cruises with most of the other cruise lines, usage of the internet and the amount of time it took to log on, was absolutely ridiculous and the $50.00 that we were charged we also want to dispute as no one would help us with the ridiculous fees we were charged and it is an obscene amount of money to charge guests, when your cruise line has the ability to connect to wireless forms of communication quite easily. As of 9/22/09 after speaking to Guest Relations Department, they are unwilling to give us any of our money back and we have had to contact you, our credit card company for mediation and assistance. Consumer Affairs website has over 52 pages of complaints similar to ours, submitted by other naïve passengers of previous Carnival Cruises. We have enclosed some sample pages from their website. As of 9/22/09 after speaking to Guest Relations Department, they are unwilling to give us any of our money back and we have had to contact other services for mediation Matthew & Kristine Picardo. This lack of action taken by Carnival Cruise Line should be illegal. They take advantage of passengers trapped financially, physically and legally, bullying the Middle Class American to the fullest extent, while they make billions of dollars, dollars that hardworking individuals try to earn and save for a nice vacation, but instead end up with more problems, stress, conflict, powerlessness, they incurred before the so-called vacation. Carnival Cruise Line’s customer service, communication, fairness and respect are non existent. If we had known their “we don’t care” attitude towards their customers, we would never have done business with them. We have never had such poor customer service and will go to whatever means necessary to get our hard-earned money returned to us.

Read full review of Carnival Cruise Lines and 9 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
9 comments
Add a comment
B
B
BHC
, US
Dec 19, 2009 2:11 am EST

Just returned from an unrelated cruise but yet on Carnival Imagination. This company has some serious customer service issues to work out. Out dated boats and HUGE communication problems between staff and customers make it really difficult to relax and spend money. I will gladly spend a few more dollars to avoid Carnival.

M
M
Ms Zurick
Calcutta, US
Oct 27, 2009 10:58 pm EDT

Really, Have a nice life. It's been a real. I think everyone else who read this post. "Really" have had enough of you. Good luck to all on your next cruise. Happy Sailing

R
R
Really?
San Diego, US
Oct 26, 2009 3:51 pm EDT

I don't agree, so I'm rude... How juvenile.

The tone in my remarks is that of rationality. Read what people are saying...95% is irrational BS as a self-serving diatribe to justify their acting irresponsibly. Then they get the opportunity to post it on the internet.

I certainly do not work for Carnival. It's just too easy to read these posts and see the general public does not take care to understand and/or read about their purchases or agreement that they are entering into.

I guess the only good news here is that now I know that if I select Carnival for my next vacation I won't have the displeasure of runnning into Ms. Z.

M
M
Ms Z
Hartford, US
Oct 25, 2009 8:31 pm EDT

Yes you are rude, you demenor sound like you are an employer of carnival and if that happens to be true you are really doing carnival a diservice with your lack of tact in your comments, no customer who has planned for a cruise is happy to know there dream vacation has been changed at the last minute, and for you to post such uncarring remarks speak volume for all who read this post. And it is not doing carnival any good. So you need to give it a break. Because you are all over the place, the tone in your remarks tells it all. And because of you, carnival just lost another loyal customer

R
R
Really?
San Diego, US
Oct 22, 2009 5:41 pm EDT

Ms. Micki:

So I am rude because I read terms and conditions before purchasing? I try to fully understand the legal ramifications of my decision to purchase.

Carnival has no reason to make any sort of compensatory gesture. When you purchase you agree to their terms. You must take on the burden of personally deciding if you can abide by your decision to purchase. What gives you the right to change the terms and then complain? They changed the itinerary for safety reasons not becasue they were bored! Is personal safety not of the utmost importance? When is safety an inconvenience?

Give me a break...

M
M
Ms Micki
Spring Lake, US
Oct 13, 2009 1:06 am EDT

First of all, the customer arrived in Miami with there hearts and mind set on a cruise to Jamaica, they have planned for this trip way in advance. Excited about it, Now it is unfortunate that the cruise ship may have had some mechanical problems, which resulted in the itinerary being changed for the "safety of all on board” but it seem to me, that what would have been a justifiable and acceptable thing for the cruise line to do, is give that 20 or 30 percent credit to the customer on there sail and sign card. That would have been the 'right" thing to do, to reimburse the clients. If they would have done this, there complaints would not be so great. If carnival does not own up to its name as the "Fun Ship” and offer better customer service. They will soon see a decline in folks booking on there cruise line. So who ever is responding in that mocking tone, knock it off. Because you are showing just how thoughtless and rude you really are.

R
R
Really?
San Diego, US
Oct 07, 2009 3:48 pm EDT

Kmrickhoff:

I work in the hospitality industry and if given the opportunity to address the complaints from you and the original poster on this string, I WOULD bend over backwards to help you based on your well thought out complaint, brief synopsis of the situation and resulting disappointment. The original poster loaded her complaint with so much fluff and drama it would definitely get put in the other pile receiving the form letter.

Air, lodging, rail, and cruise companies make mistakes and normally do not get the opportunity to serve that guest again. You express willingness to try Carnival again (they should more than thank you) as long as some sort of compensatory gesture is made that is acceptable.

I routinely give more than what was expected when we do not meet the customers expectations as long as the expectations were reasonable. To state that they "saved a life" by the pool that had a wet deck is laughable. Would it not be the expectation of a rational individual that the pool deck might be wet and thus care should be taken?

Some of my best customers are those that we did not meet their expectations at some point. We then discussed the situation and I was allowed by the customer to extend an offer to make it right.

Sorry about the speach...I could teach a class on this. Well actually I have...

I hope Carnival does the right thing for you!

K
K
kmrickhoff
Albers, US
Oct 06, 2009 12:04 pm EDT

I was also on the aforementioned cruise. It WAS mishandled by Carnival. The attitude of the staff regarding the changes was unacceptable...I believe we are the customer? The change of itinerary - while they reserve the right to change - should not be one of lessor value. The Cruise we paid for cost 20-30% more than the intinerary we ended up with. We did not ask for money on the spot - I would settle for a reasonable return compensation. 20% is unacceptable - and less than 18 months to travel. Our group includes 3 couples with children. We FINALLY got a chance for our adult getaway - took several years to accomplish. It will take another couple years to find more time to do the same.
All we are asking is that Carnival shows us they WANT us to return to their ship. I am a business owner too - when mistakes occur - we take care of them and over deliver to the customer. Carnial needs to read some of Southwest Airlines cusotmer service books/stories.
Bottom line - where the heck is the customer service? At least Act like you want us to come back! Many times these unfortunate situations can actually make "Raving Fans" out of clients/customers - not just tick them off - if handled properly.
We made the best of a bad situation - however overall the service onboard was not "Great" it was ok. Dinning room staff was actually very friendly - however not the best service. This was our first Carnival cruise - been on others prior. Will be the last if they continue to show such indifference.

R
R
Really?
San Diego, US
Sep 29, 2009 3:50 pm EDT

1. Carnival Cruise Lines reserves the right to change the itenerary on any cruise. It's in your cruise documents that you obviously didn't read.

2. How can you possibly blame the cruise line for you being stupid enough to leave necessary medication in a suitcase? Items of importance such as this should always be in your carry-on or purse.

3. Food bourne illnesses take at 6-8 hours to take effect after consuming tainted food or beverage. It sounds like you ate something prior to embarkation that affected your disgestive system. Do some research.

4. Now you get ridiculous. You actually complained that it was wet and slippery around the pool and hot tub. Really? What did you expect? Common sense must prevail. Any reasonable adult should expect this and be prepared to act accordingly. You lose credibility when you make statements such as this.

5. You expected a cash refund on the spot due to the itinerary change? When does that ever happen? Did you pay Carnival in cash? I'm thinking you didn't.

6. The ship provides information meetings each day on the next day's port including how to get to the ONE area for disembarkation. Once again, it sounds like you neglected these helpful meetings. Did you read the Carnival Caper in your cabin? It also helps you understand little details such as this.

7. You didn't like the entertainment...

I could keep going because you make it all too easy. You sound like a professional complainer and when Carnival did not accomodate you with cash, credit or anything else you were begging for you came here to spew your venom.

Please educate yourself next time you travel and I would recommend not taking another cruise. It just seems that this kind of travel is too difficult for you.

Happy Sailing!

ComplaintsBoard
T
1:58 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines scammers

As an extended family of 13, we had agreed to all participate in a celebratory cruise upon the return of a family member — a u. s. marine — who had been honorably serving his country in iraq. he has just recently returned and is now on a 30-day leave. with his return, all 13 of us have been greatly anticipating our upcoming may 24 – 31 carnival cruise on their newest ship, the splendor, departing from long beach. we had previously purchased our tickets for the 7-day cruise along the mexican riviera. for many of us, this was to be our second carnival cruise.

Well, we have just been informed that carnival has changed the may 24 – 31 itinerary, due to the flu situation. we understand the safety concern. however, we purchased our tickets to enjoy sunshine and warmth…and we are now being diverted to the cloudy and rainy northwest…astoria, victoria and vancouver…not what we paid our money for! of course we are also being given the other option of a cruise credit should we choose not to sail into the cold and rain on may 24…this future cruise credit won’t help us because our marine hero’s leave ends in june. thus the credit will not allow us to celebrate as we had promised our marine. and, we either celebrate as an entire family or we don’t celebrate at all. so a future cruise is out. incidentally, our marine’s next deployment is afghanistan…

We have attempted to reason with carnival for a refund…and have been told no exceptions can be made to their “you have two options” policy. if we were able to get our money refunded, we could use that money to celebrate as a family with our marine…perhaps by vacationing on the beach in san diego. no exceptions, says carnival. well, carnival, listen to this exception: you have lost our family’s entire future cruise business. plus, guess how many times this experience will be retold? what’s that worth?

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
C
C
Customersalwaysright
Arlington, US
Dec 11, 2010 6:10 pm EST

If, heaven forbid, you ever find yourself in this type of situation again & are dealing with a corp that won't budge, no matter the extenduating circumstances, pickup the phone, call all the local TV News affliates that have one of those consumer reporters. If they had heard a story about a Marine home for R+R prior to redeployment being subjected to this, would've jumped all over it like stink on you know what.
They'll go after the culprit (like Carnival) and also do a news report on the story regarding how the issue was resovled. No company wants to be seen as one of the villians on these reports.

Hope whatever vacation & time spent with your Marine went well. Semper Fi

ComplaintsBoard
K
1:57 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines awful company

There were twelve of us who decided on carnival triumph (june 29 - july 4, 2009). reserving alone was a nightmare. holding time is a full time concert and the adds tore our eardrums open! every five minutes was the message, "thank you for your patience, please continue to hold." the reservations person, a neisha?, did not/would not return our call. given that she was out sick for two days, there was no one else to pick up her business? so six of us (my daughter, her husband and their 4 kids) reserved with cruises only. ms. neisha finally touched bases with the other six of us and did the booking. she couldn't get one name straight and we kept going back and forth with her with a very simple name a ms (she put mrs.) mary jane smith (not real name) that was recorded on the reservation sheets as mrs. mary jane. then there was the frustration over the carnival website. it took days just to log in. upon checking our reservations, the message was forever "your name does not appear on this booking. please check your entry and try again." it's a impossibility too to reserve a preferred dinner time (a month away, two weeks away, a week away, a day away = ms. neisha kept saying it had to be done on the ship). bs - my daughter and her brood got their preferred time with cruise lines. ms. neisha (with a sigh) walked us thru (not too clear either). the website from hell showed the sailing ship on the screen that kept prompting us to log in and we've had to change email addresses each time or the message says "email already used." omg c'mon carnival, take a tip from the unobtrusive sight and sound of pennsylvania where it's website quickly (but oh so quickly) takes you from a seat reservation to printing your ticket to the show!

Now, as for the on-board experience: the check-in was a breeze but no one ever asked us for our dinner time preference. arbitrarily printed on our ticket was: 8 pm dinner reservation. the cabin was naturally cramped, but it was way uncomfortable to have the queen-sized bed flushed to the a wall. the poor person designated to sleep against the wall, had to crawl out of bed to go to the bathroom at night. the cabin steward was almost always out of-reach out-of-sight. the food on deck 8 was so-cafeteria, altho' the dessert table was good. then the food gets quickly devoured and there are no replenishments until early evening. the sit-down dinner was acceptable, with some entrees being so plebeian and tasteless. the junkfood eating sites (hotdog, pizza, burgers and fries) really should revert to healtheir choices.

Also, why can't there be prominent signs by the elevators to show arrows going to paris, london or rome? it's the simplest of directions instead of passengers doing a dance to right and left and then asking someone else where the casino is located.

After a few days from our precious cruise, ms. neisha very sweetly called each of us. it was a too-late-the-hero telephone pr. some of us accepted her call and were polite enough to say that the cruise was okay. diffidence does make cowards of us all. as for me, she left a syrupy message on my voicemail that can only deserve a smirk from me.

Carnival - improve or you'll be written off.

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
T
T
TexasPatriot
The Alamo, US
Jul 02, 2010 10:13 am EDT

In my opinion as a systems analyst, Carnival's customer web systems needs redesign and new people running it. This is as a user of their website. I have had numerous login issues, have had problems navigating, honestly, looks like they outsource the thing to another company in a very foreign land and aren't monitoring to ensure they get their money's worth.

Their customer support are ill equipped to resolve website issues, and don't have a clue at what javascript is and how it's affecting their customer's booking (their solution is to put you on a phone booking).

ComplaintsBoard
A
11:16 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Carnival Cruise Lines - unhealthy air

Carnival cruise lines Guest care department 3655 nw 87th avenue Miami florida [protected] ([protected]@carnival.com) This is the first time i have cruised on the carnival line and i was repulsed at what happened! We embarked on 9/5 from nyc. We went directly to our cabin number 8235 which we booked over six months ago. The cabin was very nice and large (The...

Read full review of Carnival Cruise Lines and 11 comments
ComplaintsBoard
C
4:42 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines deception

We recently completed our 9th and probably last cruise with Carnival Cruise Lines. Just to let anybody know who doesn't already know, when you fill out your comment card and enter it into the drawing on the ship to win a cruise before you leave, if your name is called you don't REALLY win a cruise. What you do win is a piece of paper indicating you are a semi-finalist for a "monthly" drawing which takes place at the end of the month. Apparently, all the different Carnival ships' winners are entered into this drawing. My mother-in-law "won" this on our ship on our cruise in July, 2009. After she didn't hear anything, I contacted Carnival's customer service and have researched it further and that's the REAL STORY! I'm sure there's some "fine print" about this in Carnival's literature, or there's a "play on words", but until it happened to us, we had no idea that's what really happens! Just beware.

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
M
M
MissK
, TW
Sep 01, 2009 10:40 pm EDT

I just wanted to say that I worked for Carnival Cruise Lines as a Stateroom Stewardess. They say you can make so much and send it home, You don't have to pay for anything and you have so many days off and you see the world while you work. Its the best opportunity for young people ect ect. They tell you that you can earn a lot of money working for them. Then you go for the interview and get hired. Once you have paid your Medical, flight, visa, insurance and training fees. You leave your country and head over to the US.

Once you get onboard they take your passport. Then you do a further month of training onboad, when that is over you can start.

Now there is so much work that one person can not possibly do it alone therefor you are required to hire other staff from, lets say the kitchen or the boiler room or the laundry. I had to hire a morning helper for $180 a week and my evening helper cost me $150. Then if you need extra towels for your room you need to pay the laundry extra. If the guest takes the pool towel home or looses it somewhere onboard or elsewhere you pay $5o out of your pocket. I also had to pay the staff to tell me how many guests I will have the following week so I can start preparation and Carnival only pays their Stewards $75 per month. The rest you make from your tips, the little you have left from paying everybody else. And it so nice to make up 75 beds per session. I got up at 5 and went to bed at 11. 7 days a week for 6 months. Now I had 20 rooms to take care of. Each room can take up to 5 guests. Now imagine if all my rooms are full. I have to make a 100 beds in the morning and a 100 at night. And still vacuum the room and dust and pick up everybody's ### and dirty towels and condoms. And even used bloody menstruals pads. Can you believe it. And then the people don't even pay you. O don't forget the luggage I have to carry to my floor. 3500 guest have a lot of luggage and the stateroom stewards have to do the hauling up and down to get the cases.

I hated working there. First of all they were not honest in telling me exactly what I was getting myself into. If I knew what sort of Mafia business it was I would have told them to shove it where the sun doesn't shine.

Carnival cruise lines is evil. I feel so sorry for the people who stay there for years because they have families to take care of and would do anything. Today I suffer from chronic back pain from working for them. And the best part is I cant even sue them cause they are registered under Panama.

F#^%&k Them

ComplaintsBoard
C
3:14 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines bait and switch

I need your assistance with Carnival. I am a Travel Agent; I booked Valerie Echezuria as my first customer on a cruise that sailed on July 26th on the Legend (Record #89J4X8). She has ALS, Lou Gehrig’s disease, and is almost totally paralyzed. This was to be her last Hoorah. When she first booked, she was getting an inside cabin and I was quoted the price with a $120/pp on board credit. She decided to take a balcony so she could smoke. I was quoted the price for a balcony cabin, I was told it was an obstructed view, and that there would still be the on-board credit. After talking to Valerie She asked about a discount for being over 55, I called Carnival and was told the senior discounts allotted for that cruise were sold out. I told Valerie that and she still decided to book the balcony.

Valerie has returned from her cruise and she was not given her on-board credit. When I called today to find out what went wrong, first the person I talked to didn't know what credit I was talking about. I talked to the people at the Special Accommodations desk that books for persons needing accessibility so I called them (at #70025). They knew what I was talking about but said this booking was not booked under this rate.

Valerie really had a great time, but was counting on that ship credit. She would like to go again (one more time) before she is totally paralyzed. Is there any assistance you can give to me? I don't know who to talk to next, or if it will make any difference. She was due that credit.

I have tried working this out with Judy Rowe CCL, but her response was --- "My suggestion is to be sure in the future that the agent is verifying what actual promotion she is booking, before finalizing the booking".

I really hate to start off my relationship with CCL this way, but Valerie was my 'Guest' and as such she is due what was offered.

My company name is AccessABILITY Travel and the market I am targeting is persons with DissAbilities I have an extensive background in this area and I am not afraid to fight for my guests/customers.

Even though Valerie was not getting an equal opportunity, on this ship. (Not being able to visit all of the ports), She would like to go again, ASAP. Each day is one more day with fewer capabilities.

We would appreciate any assistance, anyone can offer.

Read full review of Carnival Cruise Lines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
L
3:03 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines misinformed agents

In may of this year my boyfriend and I went on a Cruise to the bahamas aboard the Fascination cruise ship. Before leaving I asked my travel agent, who works directly with the cruise line would there be an elegant night on the three day cruise that I was going on. He responded, " No, only on the longer cruises." I thrusting this man we did not pack any Formal wear and missed out on the festivities of that day. To make matters worst when I e-mailed him and told him that he had misinformed me he start to email me snappy remarks and when asked about compensation he told me he does understand the problem and said thing like, " did you miss an meal." There was no apology or any sence of remorse and finally he would not provide me with a complaint department and started to ingore my e- mails. Heres to you Rick Maday. Thanks for being so helpful

Read full review of Carnival Cruise Lines and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
D
D
D & K M.
Billerica, US
Jul 09, 2012 4:17 am EDT
Verified customer This comment was posted by a verified customer. Learn more

We disagree completely with the comments about Rick Maday. We are real travelers who have gone through Rick for carnival cruises on multiple occasions and we have always found Rick to be very responsive to our needs - whether traveling just as a couple or with our children. On a few occasions we have had to fit 5 in a room (3 small kids at the time), and Rick was terrific in finding us both an itinerary and the right-sized room to fit our needs.
So here's a REAL thanks to Rick!
D & K M. - Massachusetts

C
C
CruiseGuyinOrl
, US
Oct 13, 2009 1:21 am EDT

It's a shame your experience with a travel agent turned out like it did. Most agents are extremely knowledgeable and would have immediately told you yes, there is a formal night on a three night cruise. Even more on longer cruises. Hopefully, you can find someone you trust in the future. Our agency has been in business twenty years and certainly would not have survived giving answers like that. Feel free to visit our web site at www.CruiseCafe.com in the future and speak with one of our Vacation Specialists.

ComplaintsBoard
S
4:18 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines poor service and illness

Incident
We have been on cruises before and choose the Carnival Imagination because of our 8 yr.old twins. Well first off the ship has poor customer service, wait staff is poor, they have only one deck they serve a buffet on and it is crowded. When you ask a staff member a question they don't know anything or cannot understand you. Asked several times for a comment card never received. Staff serving alcohol and you say no they were very rude to you. Took a excursion to Playa Mia and everything was broke, the boats, the straps to the ice berg, trampoline. on the morning of departure I asked for a iced tea and took a huge drink and what I had was what I am guessing was the night before BBQ, dirty water and had to drive home sick after vomiting. Told the Matra D that morning and on several occasions that service was horrible and nothing was done. This was the worst cruise I have ever taken. We tried to get things corrected by the customer service on board ship and they didn't want to hear it and said we would need to make it on the comment card which I previously stated that they never delivered them to our room. I have called corp. but they say they will place their comments only in writing to us. DO NOT CRUISE ON CARNIVAL IT IS A WASTE OF YOUR TIME AND MONEY! IF YOU WANT CHEAP AND NASTY THEN GO ON CARNIVAL!

Damage Resulting
became sick from the dirty iced tea water, lost money on the so called tips that the wait staff did not deserve. Was not able to enjoy our excursion because all the things were broken that was over 200 dollars.

Read full review of Carnival Cruise Lines and 8 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
8 comments
Add a comment
K
K
kazooo
Mill River East, CA
Mar 15, 2014 12:14 pm EDT

We just returned from a cruise with Carnival Imagination, it was horrible! This cruise ship should be docked for good. Dirty rooms, bad food, unfriendly staff. The worst thing was the dirty dishes left all over the decks and the seagulls landing on the plates and eating off of them. No security at all. People were loaded in the middle of the day and throwing each other in to the pool. Young adults were staggering to their rooms by themselves (all it would take is one of them to choke on their own vomit and die) . Three customers got ripped off by the same casino vault games and nothing done about it . NEVER AGAIN will I sail on a Carnival Cruise!

G
G
Gypsy2283
Douglasville, US
Sep 06, 2011 6:06 pm EDT

I have sailed Carnival several times. I was not overly fond of the Imagination as it is an old vessel, but the staff were working with a motley crew of complaining guests. I don't know why people don't check the ship inception and refurbish dates prior to making the decision to sail on a specific vessel. Imagination lacked imagination, but I have never had a problem with any other Carnival vessel. I am still crazy about the Liberty, Freedom and look forward to the Breeze (launching 2012). Check the dates of the ships, but more importantly, if you treat the crew well, they will treat you well.

B
B
blinder
London, GB
Nov 21, 2010 5:56 pm EST

Binder has once again proven the theorem I+A=D. Internet+Anonymous=[censor]

P
P
petite
Orlando, US
Jul 24, 2009 6:56 pm EDT

I would have to agree..we took the same cruise in July and the staff and food exceeded my expectations. Over 900 employees representing 50 countries..and our Captain was from Italy..stay home if you think you could have vacationed any where else for the price! (What was purely disgusting on this cruise is the behavior of the GUESTS!) KUDOS TO THE CREW and Karl with a K.

D
D
D.c.c.Inc
Plainview, US
Jul 19, 2009 3:06 am EDT

I have to take exception with your review of The carnival Imagination that left July 13th to Key West and then to Cozumel. We felt the service was great, and that the staff went out of there way to serve us. The band that played outside the Casino was incredible, the Casino staff was engaging, and the servers were attentive whether we ordered a drink or not. We have cruised numerous lines, and Carnival is known for its relaxed atmosphere.

As far as corporate, last year my sister and I sailed on the Fascination for a quick holiday. That sailing missed the mark with respect to hospitality and service. We wrote a letter to corporate, was given a rep to work with, and felt our complaints were received well.

Because of that we chose to sail again with them.This sailing exceeded our expectations. Sorry to hear about your experience. We are planning a return cruise on the Fascination and hope that the same staff is on Board.

B
B
breezy
, US
Jul 14, 2009 12:26 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I totally agree. I returned today from a weekend cruise from Miami to the Bahamas and the previous review was correct. The boat was old and scornful. I got food poisoning from a steak sandwich & the service staff are rude and incompetent. I couldn't wait to get off the boat and will be cruising RC next time!

binder
binder
, US
Jul 11, 2009 4:27 pm EDT

Just be glad there weren't REAL carnies on the cruise...they probably would have pitched you over the side of the boat.

D
D
dlakers
Davenport, US
Jul 11, 2009 4:22 pm EDT

My only comment about this is your complaint about the tip that they didnt deserve. If they didnt derserve it, then do not give a tip...duh

ComplaintsBoard
S
2:47 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines stolen baggage

I am a Platinum member with Carnival. I have taken almost 20 cruises with Carnival. I purchased two cabins on the Carnival Victory on March 29th. My mother(who is also Platinun) and my 13 year old son were in 1 cabin. I was in another cabin with my then 7 month old. (why I had to pay full price for my 7 month old is another story). I also brought two friends who were first time cruisers. The night before debarkation we put our bags outside of the door as usual. When we arrived at the baggage claim area in San Juan to claim our bags, my 13 year olds bag was missing. My son is a special needs child. He has been cruising since he was 6 months old. He could not understand why his bag was missing and I am still explaining til this day why his new "cool" clothes, his only suit and all of his souveniers are gone. I told him that Carnival is going to try to find it and compensate us if they cant find it. Like I said he is a special needs child so this was absolutely devastaing to him. He took this very personal.

It has taken 3 months to resolve this issue with Carnival. I was told that Carnival is not responsible for items that I left on board and that they were not going to give me anything. I did not leave anything on board, it was stolen. Carnival informed me that they are not responsible for stolen items and can only give me a maximum $50 compensation. So in essence they are rewarding their employees for stealing passengers luggage by not taking any responsibilty. What a racket! I have been cruising exclusively with Carnival since I was 16. So much for loyalty. I am disappointed that one of the few companies that I have respected and supported would not take responsibility for their actions. It's unfortunate that we will have to take our business elsewhere. Royal Caribbean here we come.

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
F
F
five-o-hart
mentor on the lake, US
Jul 10, 2009 3:14 pm EDT

Wow, that sounds terrible but maybe but more than likely it was another passenger who stole your suitcase. I have worked on Carnival and it would be very difficult for a crew member to steal a suitcase, let alone anything else. The cabins they stay in are 1/3 of the size the guests stay in and everything they have on board is regulated down to the toothbrush they have. They are not permitted to have anything other than bare neccessities. The pay is very good and they are under a tremendous amount of scrutiny on shifts. I totally understand your frustration however I think your anger is misplaced. Hope it was just misplaced and they find it!

ComplaintsBoard
B
6:23 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines terrible company

I booked my cruse several months ago for the Carnival Conquest leaving on June 7th. At that time, it was scheduled to stop at three ports, Montego Bay, Jamaica; Grand Cayman, Cayman Islands; and Cozumel, Mexico.

When the swine flu scare started, they dropped Mexico and I understood. The CDC recommended that this action be taken. However, the warning was lifted close to a month ago and while the Conquest could go to Mexico, Carnival has made the desicion to wait until after the middle of the month. All that was ever offered was a future cruise credit or a $20 per guest onboard credit. A refund was out of the question.

I am sure that I am like many others that can't just move my schedule around to take a later cruise. Even if I could, Carnival wanted more money than I had originally paid and the rooms were on lower decks. Carnival didn't move the other ports to different days and there was still room in Cozumel for the ship. Carnival chose not to do the right thing, they chose to do their thing. To my knowledge, Carnival could still do the right thing and route the ship to cozumel, but they have decided not to do so. Instead, we all get $20 to spend on an extra day on the ship.

I am guessing that the reason they aren't changing their mind is because of the extra money to be made on booze and fuel saved while traveling at a slower speed. The reason given to me for not returning to Cozumel was that not enough people canceled when they dropped the port. I wonder how many people were like me and canceling or postponing would have meant no vacation this year. I look forward to talking to other guest about this situation once on board.

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
J
J
JoeSmooga
Sioux City, US
Jun 18, 2009 5:24 pm EDT

I have to disagree to a certain extent. We, too, were scheduled for a Carnival Cruise (Freedom - departed June 6th) that was scheduled to stop in Cozumel but due to the swine flu the Cozumel stop was scrapped. In our case, we were rerouted to Belize... not the greatest stop, but a stop nonetheless. I, too, had some serious concerns about not being rerouted back to Cozumel (I'm not a fan of Belize at all) after the warnings were downgraded to advisories. Trying to look at it from Carnival's perspective, though, made me realize that they were between a rock and a hard place... they had just ferverishly gotten all their ships schedules re-tooled, dealt with the rebookings and request for refunds, and we're moving forward with their new plans when the warnings were dropped. Add to this that you will have crazy people on the ship that would go nuts if the boat did stop in Cozumel (or any Mexican port), claiming that the cruise line put them in jeopardy of contracting the flu and allowing people off. I know, I know... I don't personally have that fear, but the media has fanned this whole thing, and people tend to believe what they see... enough about that... that could be a debate in and of itself.

So here's the question I would ask yourself. Where else could the ship have called? Take all ports in Mexico (Progresso, Calica, Cozumel, Costa Maya) out of play... once I received the confirmation of the itinerary change from CCL in both email and a call to my house, that's when things became "real" to me. Key West it too far of a run for a Galveston based itineray that includes Grand Cayman and Montego Bay. Roatan is too far south for the same reason. Belize is about the only option, and if there is more than one boat in port there (and I imagine there already was) it makes for a logistical nightmare where there are not enough tour operators/tender boats to accomodate the increase in passengers (which opens up a whole new world of complaints).

Bottom line, I hear what you are saying, and being a fellow cruiser I "get" it. But in this case, I think CCL and the rest of the cruise companies trying to make stops in the Western Carib were really hamstrung by the situation in Mexico (and the media's constant drum-beat of doomsday surrounding it). Hey, at least you we're still able to call on GC and Montego Bay!

When stuff like this happens on a cruise (and I have had two previous ones negatively impacted by hurricanes), I always remind myself of the following... the only bad cruise is the ones where the lifeboats are deployed.

ComplaintsBoard
E
12:44 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines Cruise, not boat ride from

My husband and I took our first and LAST cruise with Carnival in June of 09'. We were told before left home to go to the port in Galveston; that the Swine Flu would not cause problems that we would be rerounted to the Keys or another port if Mexico shut down. Which it did and it had been they lied to us. We took a 5 day boat ride that was made worse by the lack of planning by the Cruise Lines. We were not rerouted and in fact we rode along the Mexico coast and SAT for 8 hours on our third day. There was very little entertainment scheduled for that day as they had planned on us being in port. When I complained about it the customer service rep was rude and very insensitive to the needs of the guest. The food was very poor quality, I can get hotdogs and hamburgers at the local convenient store and pay much less. The fish was fishy tasting, the lobster was tough and most of the meat was seasoned with smoke and WAY too much was used. The fountain drink card cost 25.00 but you could not get a waiter to get them for you and you had to drink them from a glass; I personally like to drink mine from a can. My husband and I are not really into gambling or drinking so it was really not fun at all. They did have an awesome comedian and the Karaoke MC was sooooo good and funny. The Activity Director can juggle really good but he isn't worth his pay in scheduling activities for adults. I think the children on the cruise seem to really be enjoying themselves and I envied them. I never saw the Captain at the captain's table dinner. We only had 4 pictures taken and 1 was before we got on the boat. The souvenirs were poor quality and very limited. Some were from Galveston were we departed. I didn't get to bring back something for everyone as I had wanted. It was an all together bad experience from the original lie to the early port on Friday instead of Saturday.
I recently received a reply from my complaint and was offered a 50% discount on my next cruise. I wrote them and sent their discount back to them. I told them I would cruise with Carnival again when PIGS FLY...
Also I wanted to point out that their commercials have waiters walking around with a tray full of lobster tails, this does not take place and I was wondering if they are liable for false advertisement? If not, then I guess you can say anything and deliver nothing.

Read full review of Carnival Cruise Lines
Update by easttexaslady
Jun 11, 2009 11:10 pm EDT

Charistmatic: I did the research and was told we would port somewhere else. They lied, flat out lied. And you can say that it isn't false advertisement but when you buy from a restuarant you get your burger, good or not, if you buy the frozen food you get the item you bought, good or not. But if you NEVER see the Lobster, does it really exist? That is false advertisement isn't it? I won't cruise again, bummed on the whole experience. Lord knows I tried to overcome the whole thing but the poor customer service, a HIDING captain and lack of activities makes me just want to save my time and money. I am going to Branson next time. Thanks for your thoughts though! LPCG Easttexaslady

As for you Debtorbasher, you have issues. You should go to Craigslist or somewhere where you modeling skills would be even remotely appreciated. Your photos make me wonder what your educating people on?

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
E
7:15 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines actions taken

I’m writing this letter to alert those future victims of Carnival Cruise line. I purchased a trip to Mexican Riviera for the week if 4/27/9. The cruise line made a bad decision to embark everyone and sail knowing that US Department issued a notification stating not to travel to Mexico. The alerts from the US Department and CDC both were announced on April 25 and April 27 and 28, 2009. There were alerts of the epidemic announce & well known but Carnival cruise line continued with boarding the ship. Carnival Cruise failed to cancel the trip and continues to not communicate with other scheduled cruises. I have other friends that boarded from San Diego on 5/3/9 and Carnival again took the same actions to not announce the changes of itinerary until all passengers were on board the boat sailed.

This is unfair to everyone, people work hard and save money to take their family on vacation and Carnival Cruise line has been very unfair to provide an unreasonable credit of $20 per person. Not only did we not go to the desired destination but the option of (Sf, Ca) given would cost me $49 dollars to go from LAX. Also due to having to been stuck in the ship for 4 night 5 days we as a family spent over $1, 000 on expenses on the boat providing additional monies given to Carnival Cruise. . I FEEL that Carnival’s decision to continue to embark passengers is driven by greed and to deny any obligation to issue any refunds or credits. No solution to this dismay has been provided.

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
M
M
munkee
Beaver Falls, US
Jan 12, 2011 9:30 pm EST
Verified customer This comment was posted by a verified customer. Learn more

We have been requesting since June, 2009 for a refund from Carnival due to a cancelled (by Carnival) cruise to Encinada, Mexico. Our replacement cruise was to Catalina which we could have gone to San Francisco and boarded a boat to Catalina for less than $10 for a day there instead of the money for a cruise. They refunded part of our money but still owe us approxamately $182.00. While not a lot of money, I feel this is theft and they continue to get away with it. They said it was in the booking materials when we booked with them. Problem is, we did NOT book with them, we booked through Southwest Airlines travel so we didn't get any material from them. What a rip off company they are. We took a cruise a few years back to Cosumel with them and had a very enjoyable time. Good food, entertainment, large cabins. But we will never travel with them again. I've posted our experiences on here titled "Won't refund money". And what I wrote was only the tip of the iceberg...it goes on and on and on...
Good luck...we aren't getting any satisfaction from them!

ComplaintsBoard
B
3:00 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines Poor Customer Service

I was on the 4/27 sailing of the Carnival Ecstasy. I will NEVER sail Carnival again as the result of the poor experience I had. Please know that if you sail Carnival, you are taking a gamble on if you will have a good or bad experience. Our first experience was good, which is why we decided to take the second cruise.

First, let me say that I am not mad that our two port calls to Mexico were cancelled due to Swine Flu. I understand that sometimes things like this happen. What I don't understand is Carnival's lack of information and caring in response to this situation.

They insisted from the beginning that we would go to Mexico because there were no cases of Swine Flu where we going. Then, they made an announcement that there could be changes to our ports of call and we would be told the final decision by 5:00 pm. At 5:00 pm, there was no answer from Carnival...even though I later discovered they had already posted to their website that they had cancelled all trips to Mexico. We didn't find this out until 8:00 pm. We weren't told if were going to another port or that we wouldn't be making any stops at all-just that we wouldn't be going to Mexico.

We were given as little information as possible, the Captain never stepped foot in public to give any information-which made it seem like he was hiding from everyone, we were left to wonder each day if we would be going to another port or not and the activities that were planned were not enough to accomodate all of the people stuck on the ship for 6 days! The cruise after us was extended by two days and changed their port calls but Carnival has refused to do anything for us. They wouldn't even give us a discount at the spa while onboard or a discount on a future cruise. We have spoken to two Carnival representatives who could care less. This is what you are getting when you book a Carnival cruise!

P.S.-Compared to other cruise lines, the food on Carnival is not very good.

Read full review of Carnival Cruise Lines and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
E
E
easttexaslady
Jasper, US
Jun 03, 2009 12:59 am EDT

I just posted my complaint regarding this same issue. I also was lied to in regards to the ports. We called ahead of time and they said we would be rerouted, and it turns out as you know, we took a VERY expensive boatride. You'll get, if you already haven't a discount for 50% off your next cruise. Thanks for the OAG complaint address. I also reported them to the BBB. I feel it is Fraud when you are lied to so the OAG may be able to help me get my money back. The people we cruised with said they enjoyed their 2 prior cruises and that the Ecstasy was a poor quality boat. So you may want to try it on another boat. They are; we are not.

C
C
clayboss
college station, US
May 05, 2009 9:30 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

By the way you can contact the Texas Atty general

http://www.oag.state.tx.us/consumer/complain.shtml

C
C
clayboss
college station, US
May 05, 2009 6:00 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

We are having the same issue, same cruise. We called Carnival today. We were told too bad, so sad, no compensation. We were also told by the ship we had to return early due to a sick passenger. We were corrected today by a Carnival representative to say it was a sick crew member. Carnival also tried to tell us that we should have know that the ports were closed before we left on the 27th. We were not informed until the evening of the 28th while onboard at sea. This was our first cruise and this will be our last with Carnival. To make matters worse, on the way home, I texted a friend that was due to go out on the next cruise on the very same ship. Her cruise was not cancelled, she was called and given 2 extra days and 2 stops in Jamaica and Grand Cayman!

ComplaintsBoard
B
11:06 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines cruise contract

Before you ever commit to a cruise on Carnival Cruise Lines and their other cruise lines, please make sure you read the contract Carnival expects to be followed by their passengers. The exempt themselves from every liability on earth and then some. For example, you will forfit your right to sue them collectively. The contract states that you agree to sue Carnival individually by accepting their ticket for a cruise. Other legal rights accepted as rights the consumer expects to posess is included among Carnival's exemptions. READ BEFORE YOU SIGN!a

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
P
P
Pancho Bobo
, US
Apr 14, 2011 2:30 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Agree. Booked a cruise with them two days before my wife got laid-off. Paid for the extra insurance thinking we could cancel if something happened unexpectedly. Called them within three days to ask them to cancel the trip due to my wife's lay off. They refused because I had booked a cruise via their early-saver program that doesn't allow for cancelations. That info is buried deep in their contract. They're total fraudsters. I say stay away. Or have your lawyer review the contract before you agree to anything with them. Also, the women who I discussed our situation with was argumentative and very rude.

ComplaintsBoard
A
11:57 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines scam and cheating

Changed air reservations to a different day which was not acceptable. Wanted to charge $367.00 more to return our flight on the day in which they accepted the reservation. Phoned 2 weeks after the booking to tell us we had to accept their terms. I had already paid them $900 for two tickets from Spokane, WA to San Diego.

I wrote their CEO Mr. Mickey Arison who did not bother to respond. $3200 was not enough for them... they were unwilling to do what they agreed. I had taken three other cruises with Carnival, but never again. They are greedy beyond belief.

Read full review of Carnival Cruise Lines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
R
R
Reece Oslinker
Stroudsburg, US
Apr 12, 2009 7:11 pm EDT

Perfect reason never to book a cruise direct with a cruiseline!
If the person had used a Travel Agent they would resolve the problem with Carnival
Why do people book direct?

ComplaintsBoard
C
10:01 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Carnival Cruise Lines worst cruise!

Carnival I cannot express how horribly disappointed we were with the cruise experience with your ship Ecstasy 3/26/09-3/30/09. How can so many things possibly go wrong on one ship? Lets start a Fun List.

1. There were no door hanger menus in our room [E-68] to have coffee etc. delivered to our room in the morning. I asked the personnel who delivered to other rooms how I could get these door hangers. Her response was they should be in the room. I went to the purser's office and spoke to a uniformed person there who assured me he would take care of it. They never arrived. This may be a small matter for you but a big matter for me and it was not handled.

2. The main dining area my water glass was always empty and never voluntarily filled.

3. At the open seating breakfast I asked how I could get a booth. This was never addressed, the no comprendo was used to silence me.

4. The continuous mistakes in the daily ship paper. Totally unacceptable

5. The no show of personnel at the 1:30 scrap booking really did not set well with my other half. Blame it on a personnel problem or the daily paper nether seems to know what they are doing.

6. four ships personnel including one who tried herself could not get the ships phone to room working. I was told and watched a crewmember dial the floor 7 and then the room number 66 to talk with my sister who was in that room. I per-chance myself put a zero in the equation the next day and bingo. That’s incredible

7. Debarkation. That was the most incredible mess I have ever been associated with. Pure mismanagement. My sis decided they would take the early disembark and carry there luggage. I ‘m sure they would not have had they been told the elevators were shut off and they had to struggle with everyone else down one staircase for five floors. The other was blocked off. Talk about a fire hazard. We had decided to check our bags the night before and were waiting in our assigned area for them to call our number. It was a while before a crew member showed up and told us we had to leave. I told him they had not called our number and I do not want to wait in a long line. He said do not worry you have to go and I will unlock an elevator to send you down, no lines. So we left down in the elevator to a mass of people trying to get off. The joke is when we finally got to customs my sis and her husband who had the early disembark were far, far behind us.

8. How can you have personnel that are so disrespectful as to tell you to just shut up and stay in line when you ask a question? You might want to ask Micki Harrison that question, she works for you. I know the Micki is the right name not sure if it was Harrison but if you want to know you’ll find out. There can’t be another carnival employee working the customs line with the name Micki

9. Why are the independent porters allowed to take people directly to the front for the customs line, by-passing people who have waited patiently for over an hour? Just because they have there baggage? I can see taking the baggage but the people must go to the same line as everyone else.

10. Late, we were promised a 9am landing at Cozumel. I got off with a large crowd at 1:30 and there were many behind me which screwed the whole day up. Who would believe, Late again leaving. I don’t think we actually got under way until nearly 7 pm apprx.

These are a few of the reasons that I will never cruise carnival again and will do my best to see others do not make the same mistake as us.

Read full review of Carnival Cruise Lines and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
W
W
Weston Duber
Eden, US
Oct 27, 2009 12:52 am EDT

All you people are rediculous, trying to persuade others to not go on a carnival cruise just because you had a bad experience. Wow ur really ganna ### about a hanger, do u kno how hard it is for their staff to manage a bunch of ### skeptical people like you for a week. Sry people cant cader to your every need, if you want good service dont go on a cruise everyone knows that do something else and stop trying to ruin other peoples fun you turd

A
A
ABrink
Lindstrom, US
Oct 17, 2009 3:46 pm EDT

My husband and I just came back from a Carnival cruise and it was so lame the elevators didn't work half the time and the food in the buffets were the same thing everday! Dinners were good at night, but I hated the fact that we couldn't order our desserts until the rest of the table (people of which we didn't know) finished there meals. We played the bingo games and I actually one the jackpot bingo 1k and then 9 hours later they tried to take it away from me! The kids water park and slides were broken so our pool was overloaded with kids... the parents of the kids didn't even bother to keep tabs on the kids either! I think I will skip the cruise next time and just go to Vegas! Free drinks at the slots!

ComplaintsBoard
A
4:39 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Carnival Cruise Lines - terrible experience

While Carnival does say that you can remove the autotip with the purser once you are on board, in my experience it was impossible to do. During a Carnival cruise in August 2006, I went multiple times to the purser during the voyage to request removal of the autotip feature from my account. I was rebuffed each time with the excuse that 'the computers are...

Read full review of Carnival Cruise Lines and 10 comments

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?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the required information and verifying your email address.

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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Carnival Cruise Lines contacts

Phone numbers

1300 385 625 +1 (800) 764-7419 More phone numbers

Website

www.carnival.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Carnival Cruise Lines?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Carnival Cruise Lines Customer Service. Initial Carnival Cruise Lines complaints should be directed to their team directly. You can find contact details for Carnival Cruise Lines above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Carnival Cruise Lines. Discuss the issues you have had with Carnival Cruise Lines and work with their customer service team to find a resolution.