Reviews

Review Details

• Review fromSteven B.

  Date: 08/27/2022

  1 star
  Horrible Company! My wife talked me into booking my first cruise ever and we decided to go with Carnival. We did use a travel agent as it was very unfamiliar to us. Our trip was a short cruise to *********** (4 day 3 night) and we booked about two months out. After booking our trip we had to create Carnival accounts and download app. We downloaded app and bought drink packages, multiple excursions, photos, and some fine dining packages. Everything was going great until about 4 days before take off. I received an e-mail at 11:47 pm (middle of the night) stating our reservation has been cancelled. The next day as Carnival opened, I spent three hours talking to Carnival associates to find out the ******19 attestation hadn't been filled out properly according to Carnival. When I first made a carnival account, I stated I was ******19 vaccinated and the carnival reps told me there must have been a computer glitch. They attempted to get my room back but it was already sold to someone else. They cancelled my cruise in middle of the night and sold to someone else (probably paid more) before they opened for calls. Then they went on to tell me that the cruise was sold out and there was nothing they could do. They even told me at first I could only get a partial refund!!! After hours of my wife and I calling we were able to finally get a refund for cruise and extra things we purchased. Since our plane tickets to ******* were not refundable we contacted Royal Caribbean and booked an identical cruise for that weekend. Thankfully we were able to still cruise even without the help of Carnival. We did see the ship we were suppose to be on while we were on our cruise (at ******) and were very happy we didn't go on Carnival. Things we noticed were (longer lines and less crew members, cheaper looking boat with less to do, very rough crowd, and all around concerns). I will never sail with Carnival again and I plan on going on a lot more cruises as Royal Caribbean cruise was awesome!!!!!

• Review fromDiana

  Date: 08/18/2022

  1 star

  Diana

  Date: 08/18/2022

  I travel on carnival cruise between Friday the 12th August to Monday the 15 August 2022. From Long Beach California to Ensenada, Which we did not end up getting off the boat due to last moment decision from the captain to return the boat already been in Ensenada. There was an FBI warning alert much earlier which the decision could’ve been taken hours prior. Instead we stayed another day on the boat spend any more money, Instead of returning back to the states Earlier. I didn’t like that business practice with us another day and then give us anything major back as a Credit $50 in a 50% off on the next cruise which I will never take another Cruise

  Carnival Corporation

  Date: 08/19/2022

  Thank you for contacting us about your cruise aboard the Carnival Radiance.
  We’re so glad you chose to sail with us; however, it was disappointing to learn that your cruise did not live up to their expectations.
  I’m very sorry to hear of your disappointment with the cancelation of Ensenada. Due to the civil unrest in this region, it was decided for the safety of our guests and crew to cancel this port of call. As per Carnival’s ticket contract, Carnival reserves the right to change an itinerary at any time. We sincerely apologize for the disappointment this caused to both you and Victoria.
  It is always discouraging for us to learn that our guests have returned home disappointed. We hope we have the opportunity to win back your confidence on a future Carnival cruise.
  We appreciate you allowing us the opportunity to review this matter.
  Sincerely,
  Guest Care Executive, Office of the President
  Carnival Cruise Line
  3655 NW 87th Avenue, Miami, FL 33178

• Review fromChristine G

  Date: 08/16/2022

  3 stars

  Christine G

  Date: 08/16/2022

  My husband and I cruised January 2020. We emailed our TA while we were still at the airport and booked another cruise for January 2022. Pandemic happened, and even though things were starting to open back up, it was still rough, so summer of 2021, we canceled. I contacted AON, since we had paid the vacation protection. They asked if I wanted a refund (which they would process), or an FCC which Carnival would handle after they processed everything. I took the FCC. It wasn't a lot, maybe a few hundred. I honestly don't know exactly, though I could dig through old receipts to find out. We scheduled a new cruise for January 2023, but when we did, there was no FCC available. I called AON, and they said they did their thing. They said it was in Carnival's hands. My TA tried Carnival and waited hours. When she finally reached someone, they told her it was through the Casino program. Huh? Okay. So she called them. She waited hours, they told her nope, nothing there. I paid for my cruise in full, not wanting to fool around with it at the time. Months later, TA tried again, still nope. She gave me the number to call, which usually doesn't work, since we had a TA. I called, waited hours, finally got someone. Very nice lady who tried to help, but said I couldn't have the FCC, because we had paid in full. Huh? Okay. TA said, that's not right. Weeks went by, she couldn't get through. Then, she finally got through again and they told her we had been given $200 in FCC and we had already used it. One problem, that was the $200 in cruise credit that came with the new booking. It had nothing to do with the FCC from the canceled cruise. Again, it was just a few hundred, not the whole cruise. I really do like Carnival and I'm looking forward to my upcoming trip. Still, between Covid-19, the restart, and low staffing levels, customer service is slipping a bit. I feel a bit stupid. Had I just requested the refund, AON would have sent me a check a long time ago. Live and learn, I guess.

  Carnival Corporation

  Date: 08/17/2022

  Thank you for the opportunity to respond.We greatly appreciate the commitment and dedication to excellence of our knowledgeable travel partners who assist us with sailing over 5 million guests each year. It is with their support that we are able to offer such an exceptional value cruise vacation earning multiple awards from travel and industry leaders alike. We trust you understand that in order to protect the client/agency relationship and due to policies we have in place,were unable to discuss any booking information or make any changesto an agency reservation without the agency's consent (i.e. rates, cabin numbers, categories, payments, etc.).Please follow the link on carnival.com ************************************************************** to provide us with the new booking information so we can process your FCC in the amount of $528.00 from your canceled booking or file a claim with Aon. The Program Administrator can be contacted 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET) by calling ************ or ************.Thank you for your understanding.

  Christine G

  Date: 08/17/2022

  I received a reply from Carnival. I notified my travel agent, and I followed the link provided to request the Future Cruise Credit be applied to the new booking. I will, admit, I'm a little nervous that something will go wrong and they'll end up cancelling my current booking or something equally horrible. It's a shame I had to come to the BBB to get somewhere, however, if this works out, then I'm ecstatic. They certainly responded in a timely fashion, and the form to make the request was easy to fill out. I'll update when I find out how it all worked out, but it's looking good so far. I honestly think that most of the trouble is just the result of great employees having to do the work of 4 people. I'm sure as staffing levels come back up, a lot of these issues will disappear.

  Christine G

  Date: 08/29/2022

  Update: Carnival sent me an email on Friday, August 26. The email indicated that they had credited my current cruise the $528 from the canceled cruise and that I would see it listed in itemized charges section of my invoice. That's wonderful! I do not see it yet, but they just emailed me on Friday, and I'm sure it takes some time to process. I will update when it does go through, but I wanted to give them credit for the speedy response.

  Christine G

  Date: 09/07/2022

  I was excited to receive the response from carnival saying that the $528 had been applied to my new booking, but I seem to still be having a problem. On Thursday, September 1st, I emailed Carnival a screen shot of my invoice, letting them know I did not see the credit. That same day, I received a response indicating that I had cut off the image, and that the credit would be listed below where I was looking. Again, the same day, I emailed back with a screen shot showing the entire page. There IS an ******** Credit listed, BUT that was the $200 credit that came with the booking. The $528 is not listed. I did not receive a response, but with the holiday weekend, I thought maybe there was no one available to answer. Yesterday, I sent a new email with Carnival's original response as well as another full page screen shot of my invoice. There still has been no response. I'm sure they're very busy, and maybe I'm not being patient enough. Perhaps I'm still looking in the wrong place, or maybe it isn't visible on my end. A confirmation would certainly put my mind at ease. I've been trying to have this credit applied to the new booking for 11 months now, and I admit I'm losing hope. I hope someone will be able to finish this up, but if not, I guess I give up. I still love Carnival, and I still look forward to my upcoming trip. Things happen, and I truly believe they're doing their best. I just don't have anymore energy to give to this issue.

  Christine G

  Date: 09/09/2022

  They fixed it!I have received the credit. It took quite some time, but it was resolved in a positive way and I was treated well by everyone I worked with. Thank you.

  Christine G

  Date: 09/14/2022

  I received another response basically saying what I had been told all along. The credit could only be used to book. I responded, thanking them for their help. I was disappointed, but I understood. I received one more email saying that if I needed additional help, I could call the number provided. I thought, I've come this far, what's one more mile? I called, and the lady I spoke with was awesome. She told me she hadn't been the one to do it but that someone along the line had credited my account. I can't see it on my end, but she emailed me the invoice from their side and it does show the credit, which she said will show onboard once I get my Sail and Sign Card. I truly hope it all works out. I'll be honest and say I'm still a bit nervous something will go wrong, but I sincerely appreciate the extra effort put forward on my behalf. Thank you.

• Review fromVon H

  Date: 08/16/2022

  1 star

  Von H

  Date: 08/16/2022

  The absolute worst customer service. My first cruise ever I was detained on the ship because they lost someone's liquor and believed they accidentally delivered it to the wrong cabin. They refused to check my things and detained me, "while they figure out" what they did with something that did not concern me. Called BSO before they finally allowed me off the ship, and never once responded to my complaint. Years later here we are, I did not learn, my daughter asked for a Sweet 16 on a cruise. I could not reach anyone in the groups dept for weeks at a time to create a group so ended up booking 19 cabins (50 ppl) on my own, still have another 10-15 cabins to book and we are still attempting to speak to someone in groups. I spend an hour min on the phone each time I call, today I have been on hold for more almost 4 hours throughout the day. Twice I was able to get someone to answer only to send me directly to a survey without even providing assistance. Customer service tells me they cant provide an email, You can send messages on social media but the only response you get is to call and someone will answer, but that's a lie. I waited over an hr 3 times today to be answered and sent to a survey and not a person and the 3rd time a person answer in resolutions and told me groups was closed and i was transferred there instead after another 1 and 20 mins. This is so frustrating not being able to speak to a competent person, I hate that she chose this for her birthday because now I regret all the money we've dumped into this.

  Carnival Corporation

  Date: 08/17/2022

  Thank you for the opportunity to respond. We’re extremely sorry you didn’t receive the first-class service you’ve every right to expect from our Guest Services team. Making guests happy is at the heart of our business, so please accept our sincere apologies for the situations you have described that may have occurred. 1) Located booking for the Mardi Gras which was created via carnival.com 03.11.2022 which reflects Ms. *** ******* who is celebrating her 40th birthday and another adult guest. 2) Booking is not linked with any other bookings (in reference to 19 other cabins) - therefore, this cabin will not be cross referenced for dining with other bookings. This is done via Manage My Cruise. 3) Groups Department is open 9:00am-8:00pm, Monday-Friday 866.721.3225; however, the individual bookings would need to be canceled and new ones created in a group at prevailing rates if hoping for group amenities 4) The 08.13.2022 call was to request a re-price and no further action was taken. Please contact us at your convenience and our team members will gladly review each of these matters in further detail. Kind Regards, Carnival Cruise Line

  Von H

  Date: 08/17/2022

  Neither of the bookings looked up were correct as our 19 cabins are booked in July 2023 but we’re not interested in canceling, some cabins had good rates. But At least I finally got a response. Going to just sail and find a 3rd party company to assist with our group events/excursions at that week.

• Review fromT. P.

  Date: 08/05/2022

  1 star

  T. P.

  Date: 08/05/2022

  This was my first and last cruise with CARNIVAL CRUISE!! This was supposed to be a celebration for me but instead it was the trip from HELL!! ********** Terminal in **********, ************** is the WORST Port!!!! CARNIVAL CRUISE has a lack of ****************** They only want your money and could care less about the individual!! The policies and procedures are not clear or communicated...Corporate, The Port, and the Ship all state something different, they do not function in unison!!! They refused a GUEST with a CHILD because documents were left inside luggage!! The luggage handling is SO terrible that it could not be retrieved once it was turned over to the ******* They had no control over their own baggage process!! And no one from the **** NOR SHIP did anything to ASSIST with the luggage retrival!! Multiple times I was told by staff, "it happens all the time", AND THAT'S A PROBLEM!! BECAUSE IT SHOULD NOT BE HAPPENING ALL THE ******* It has been common practice for CARNIVAL CRUISE to take your money and then deny you access?!?The worst part was that NO ONE HELPED!! They all just lied and pushed us along in the Boarding process without actually doing what needed to be done, which was RETRIEVE THE LUGGAGE!!! I have sent an email to Corporate and to the Port in hopes that it reaches someone of AUTHORITY and a HEART!! I understand that in business, it's all about MONEY/PROFITS but CUSTOMER SERVICE MEANS MORE!! IF you don't treat ME right, I WILL NOT SPEND MY MONEY WITH YOU!! NEWS FLASH...ALL CONSUMERS FEEL THAT WAY!!

  Carnival Corporation

  Date: 08/12/2022

  Thank you for posting your concerns.Im very sorry to hear of your experience and Id like to extend my sincere apologies for the situations youve described.So that we can further assist you, we invite you to contact us at **************.Our team members will gladly review each of these matters in further detail.Kind Regards,Carnival Cruise Line

  T. P.

  Date: 08/12/2022

  8/12/22
  I called the "800" number provided within the response and there has still been no resolution provided. I received MORE contacts (emails, names, addresses, etc.) of persons that are supposed to be able to help, but I believe that this is still just an avoidance tactic of Carnival Cruise. I will continue to speak my truth and experience about this company! Until I speak with someone that can ACTUALLY provide assistance...CARNIVAL CRUISE SUCKS!!

• Review fromJose R.

  Date: 08/05/2022

  1 star

  Jose R.

  Date: 08/05/2022

  Carnival cruise line refuse to speak Spanish to their customer when call for questions or reservation even though the person that answer the phone is Spanish speaking person

  Carnival Corporation

  Date: 08/12/2022

  Thank you for posting your concerns.Im very sorry to hear of your experience and Id like to extend my sincere apologies for the situation you described.So that we can further assist you, we invite you to contact us at ************** and request to speak with one of our designated team members on ****************. Kind Regards,Carnival Cruise Line

• Review fromMatthew R

  Date: 08/01/2022

  1 star

  Matthew R

  Date: 08/01/2022

  My family and I booked a cruise for late August all the way back in March of this year. On Carnival's website they state that there were a limited number of vaccine exemptions because of the ***'s requirements, however they never specified the number and they stated they were given out on a first come first serve basis with them beginning to be processed 90 days out. However, when the time came for exemptions to be given we were denied the exemptions and every time we have called to understand why we have been repeatedly lied to and they have been extremely unhelpful. They have told us that they don't actually know or keep track of how many people have been given exemptions, or if any one with an exemption has cancelled. They also say that only 5% of the 70% capacity of the ship can have an exemption, even though the *** was requiring 10% not 5%, so they violated the *** program. They have told us that they wish they could have more people on their cruise ships, however their hands were tied by the ***, however that is a lie as mentioned above. Also now that the *** has dropped the program they have changed nothing. Carnival is a lying company that should never receive any other money in their lifetime and they should go bankrupt for their numerous lies and inability to provide actual answers to those who contact them.

  Carnival Corporation

  Date: 08/03/2022

  Thank you for the opportunity to respond.We are always looking for ways to improve our cruise line and suggestions from people like you are a big part of our decision-making.As part of our ongoing process to improve our product and services, when a guest takes the time to contact us, we listen and take notice. We take guests feedback (good and bad) very seriously. So, thank you for taking the time to give us your feedback.Our dedication to the health and safety of our guests, crew, and the communities we visit is reflected in our Have Fun. Be Safe. protocols and procedures, which were developed in consultation with our medical experts and have proven very effective and adaptable to the evolving public health situation.Until further notice, we will continue to operate vaccinated cruises with our enhanced protocols. All our operations will follow these guidelines so we can maintain the confidence of the destinations we visit and deliver on our itineraries and guest experience. As the ******19 situation evolves, we will adjust our protocols based on the advice of our medical and public health advisors.We appreciate your honesty; it deeply saddens us to know that these incidents have left such a poor impression in your mind. As we stated from the beginning, there were a very limited number of spots and we could not accommodate most exemption requests.Please know that this was one of many difficult decisions we have had to made during this pause and our restart of cruising. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure you that your comments have not fallen on deaf ears and we appreciate your understanding. **************************************************************************************************************** Kind Regards,Carnival Cruise Line