Carnival Cruise Customer Service Issues

During my trip on the Carnival Fantasy on January 2nd, [redacted], departing from Charleston, SC, I had a memorable encounter with an individual, but unfortunately, I only got their first name and general age range of 18-25. They also had a birthday close to the cruise date. I understand Carnival's policies on privacy but I wanted to inquire if it was possible to receive a list of individuals within that age range with their names and dates of birth. Reconnecting with this person would be truly special, as they left a positive impression on me, and I would like to reach out or find them on social media if possible.

I booked a family cruise in December and paid a $[redacted] deposit per cabin. Despite not receiving any specials or upgrades, I've now paid in full. When I tried to purchase the fun pass to expedite boarding, I was informed it was sold out. Even though I have 7 cabins, group sales mentioned I already received the best available deal and cannot assist further. If I choose to cancel, I'll incur a $[redacted] charge, with only $[redacted] being refundable. My simple request for seven complimentary fun passes feels reasonable. I encountered challenges with Sondy, April, and China during my attempts to resolve this issue. Any suggestions on what my next steps should be?

After disembarking from my recent Carnival Cruise on May 29, [redacted], I settled my final bill of $[redacted].39 the previous night. The payment went through Wells Fargo on May 30, [redacted], which is accurate. However, there appears to be a duplicate pending charge today, May 31, [redacted], for $[redacted].39 by Carnival Cruise Line. I revisited the Carnival Kiosk onboard as I received an extra statement of charges in my stateroom before leaving the ship. It seems this statement was generated before my payment, resulting in the duplicate charge. I am in the process of contacting Wells Fargo to address this oversight.

During our Carnival Splendor cruise in May [redacted], we had a great time. However, my daughter accidentally left her stuffed animal behind in our stateroom upon disembarkation. Although we understood we couldn't re-board the ship, we contacted lost and found to retrieve it at our expense. Despite filling out the online form promptly, we were informed no item was found, and the case was closed after a month. We feel they didn't search thoroughly since we knew exactly where it was. The stuffed animal holds significant sentimental value as my daughter received it during a hospital stay. It's not just replaceable; she's devastated, and we would have paid any cost to recover it. We are truly disappointed by this experience. Thank you, Jason Dirks

Hello there. I have a question rather than a complaint. Back in the early 90s, I worked on the Festivale in the casino department, and it holds a special place in my heart along with my colleagues. Even now, my roommate from the Festivale and I still go on holidays together in February with two other friends who also worked on the ship. We all wish we had a Festivale ship charm as a memento; it was stolen when I moved to the states. Is it possible to purchase four to six gold or silver Festivale ship charms? Creating merchandise for older ships like vintage clothing with ship names for crew members to reminisce about our joyful memories would be a great idea. Those ships were truly special, and I've considered writing a book about those days. Thank you for your time.

I have experienced a lack of service as a Carnival platinum member. They did not prioritize us during a tender port and our luggage arrived very late on two cruises. We were also unfairly charged for changing a cruise due to my upcoming surgery. Not being able to bring our own water bottles is another disappointment. As a result of these issues, we chose to book two future cruises with Norwegian Cruise Line and one with Royal Caribbean instead.

I would like to share my experience from a Carnival Cruise that departed on August 8, [redacted], from NYC aboard the Horizon. Our disappointment arose from missing the scheduled stop at Amber Cove. This impacted our trip significantly as we had planned a dolphin swimming excursion five months prior. Consequently, we spent five days amidst crowded conditions on the ship. The Captain mentioned a ship issue preventing us from docking, with no tug boats available to assist in shore travel or alternate arrangements for another port. The compensation of a $50 onboard credit was unsatisfactory for us considering the impact on my daughter's twelve-year-old cruise experience. I believe that further compensation should be provided to rectify the situation. Our booking reference is 8MS6D9. I am Nicole Mondrone, and my daughter is Emma Berrios.

After sailing on the Carnival Dream from the 9th to the 16th, my family encountered a terrible smell in our two conjoining balcony rooms on deck 6, specifically in rooms [redacted] and [redacted]. Despite workers attributing it to a food odor initially, it worsened over time, affecting neighboring rooms as well. Multiple complaints were made regarding the sewer smell that extended from room [redacted] down the hallway. The issue was so severe that we couldn't spend time in our rooms without discomfort and had to frequently launder our clothes. Additionally, we experienced key card malfunctions, a random smoke alarm activation, and a jammed safe that required assistance - although I believe our belongings should not have been handled without our permission. Our purchase of the bubbles drink package also turned out to be inconvenient for my children as we had to go to the bar for drinks, subjecting them to uncomfortable situations. Despite our disappointment, it was disheartening as this was our first cruise experience, which may sadly be our last due to these circumstances. I urge them to investigate the issue for the benefit of future guests who shouldn't have to endure what we did during our voyage. Thank you for your attention to this matter.

I recently sailed on the Carnival Liberty to Nassau and Freeport. This was my ninth cruise, all of them with Carnival. However, this time I encountered several disappointments. Upon boarding, two of our luggage pieces were missing and damaged. Guest services informed me I had to repair mine and seek possible reimbursement. Additionally, I faced issues with the soda service at dinner and the cabin's temperature. The cabin was warm, maintenance was slow to fix it, and the pre-ordered treats melted. The bathroom had a serious drainage problem, requiring extra towels and causing showers to stand in each other's dirty water. This was my worst Carnival experience, and as a loyal Gold member, I hope to receive a response to address these concerns promptly.

Our first cruise experience was awful! Despite paying for extras like in-room decorations/gifts, they were not arranged when we arrived. Our room wasn’t ready as promised, and we only found the gifts on the second day hidden in the closet. The sofa bed was extremely uncomfortable, and when I asked for help, service was slow and unhelpful. It took multiple attempts to get a blanket for the bed. My son couldn’t sleep well, making the trip worse. Even requesting a cot bed faced resistance since it was reserved for others who paid extra, despite us booking a suite with a balcony. Delays in disembarking in Key West made us miss our excursion, wasting two hours of our time. The poor customer service has left us considering a different cruise line for our next trip. My wife made the booking for the cruise to Cozumel and Key West, but the issues have not been resolved.

My spouse and I surprised our family with a Christmas cruise on the Carnival Sunshine. Unfortunately, the ship tilted during dinner, causing chaos and fear. This incident made me uneasy throughout the trip, as cruising always worried me. The service experiences were mixed; the bar and casino staff were friendly and helpful, but room service and housekeeping were slow to respond about spilled drinks and messy sheets. Paying $50 for the inconvenience felt inadequate compared to the overall cost of our trip. I also felt let down by the lack of follow-up after the ship tilted, especially when I needed medical assistance due to feeling ill. The $1 charge for two pills at the onboard doctor further added to the disappointing experience.

Hello, I am scheduled to embark on the Carnival Fascination cruise departing from San Juan on May 12th, [redacted], and returning on May 19th, [redacted]. I have been bombarded with numerous emails regarding an itinerary change. For the past month, I have been inundated with approximately 5 emails daily, all containing the same PDF detailing the updated itinerary. While I understand the importance of keeping passengers informed, the frequency of these emails has become overwhelming. I have already acknowledged the itinerary change and would appreciate if the excessive emails could be reduced. Receiving 5 emails a day with repetitive information seems unnecessary. I suggest sending updates only if there are further changes to the itinerary. Thank you for your attention to this matter. Sincerely, D.M.

I recently returned from the Carnival Paradise cruise on 11/10-11/15 and wanted to share some feedback. 1. The Lido deck crew and our room steward provided exceptional service. 2. The food variety on the lido deck could be improved. 3. Cruise Director Brandon did a fantastic job. 4. It was off-putting to see cruisers at the buffet with no shirts on, which raised concerns about hygiene. 5. One of our group had a negative experience when requesting a non-alcoholic drink during a comedy show. 6. The shows were absolutely amazing! 7. More dining options are needed as the lines were long at night, especially for pizza. Overall, we rate our experience a 7. We may explore other cruise line options in the future to compare offerings. Although it wasn't a perfect 10 like our previous Carnival cruise, we appreciate the opportunity to provide this feedback. Thank you, B. Manton

Dear Forum Members, I have been eagerly anticipating a family cruise for over two years. The trip was meant to include my husband, two children, my sisters and their families, as well as my parents and little sister. Despite recent unfortunate events - my husband unexpectedly had a seizure at work and now requires brain surgery - we are unable to proceed with our cruise scheduled for February 17, [redacted]. Given the circumstances, my husband cannot travel until eight weeks post-surgery, and we are hoping to reschedule the cruise for a later date. This cruise holds special significance as it falls on my mom's 50th birthday, which we were planning to celebrate on board. I kindly ask for the cruise line's understanding and assistance in allowing us to utilize our funds for a future cruise instead of enduring the financial burden of cancellation. Your consideration in this matter would be greatly appreciated. Thank you for your attention. Best regards, Kelsey N.

Hello, I hope all is well. I am reaching out regarding a trip I am planning for my mother on February 2 aboard the Carnival Conquest. I realize this is short notice, but I am grateful for your time in reviewing my request. My mother is an incredibly resilient individual who has faced significant challenges in her past. Despite this, she always dreamed of becoming a mother and has spent the last 38 years dedicating herself to her four children. Her selflessness knows no bounds, and I believe she truly deserves this trip for her upcoming 69th birthday. She has worked tirelessly without retiring, putting the needs of others before her own. This cruise is a chance for her to fulfill her dream of seeing new places and relaxing, something she has had to put on hold due to her caring nature. As her arthritis has worsened with age, I am concerned about her comfort during the trip, particularly in terms of room accessibility. I understand if it's not possible, but I wanted to inquire about the availability of handicapped-accessible rooms or rooms close to the elevator. This would make a world of difference for her mobility and overall experience. I want nothing more than to make this trip memorable for the greatest mom in the world. Any assistance you could provide to ensure her comfort would mean the world to me. Thank you for your attention. Warm regards, Emily Kalinauskas (Mace) Daughter of Joan Kalinauskas Booking#3TRX05

Subject: Disappointing Carnival Sensation Cruise Experience To Carnival Executives, I recently embarked on my first voyage aboard the Carnival Sensation from Miami with scheduled stops in Key West and Cozumel. Unfortunately, an unforeseen medical emergency altered our plans, diverting us to the Bahamas instead of Cozumel. This unexpected change left me scrambling to purchase internet access to reassure my family back home. The abbreviated time in the Bahamas resulted in higher costs and limited activities. Additionally, an unsettling cabin fire alarm in the middle of the night compounded our anxiety. Though our waiter Aleksander provided excellent service, the overall experience was marred by these incidents, including discovering a burnt mark near an outlet in our room. Despite some positive aspects like the scenic views and good weather, the series of events during this cruise, intended to be a celebration for my Bachelorette party, has soured my outlook on future cruises. I urge Carnival to consider better communication and contingency plans for emergencies to ease guest concerns. Thank you for addressing these issues promptly. Best regards, Sharon R. Deck 7, Room [redacted]

My name is Kimberly Jewett, and I recently enjoyed a Carnival cruise that set sail on February 11th. I responded to a flyer titled "Lovers in Paradise" that advertised the cruise with all taxes and port fees included. I made my booking through a travel agent named Rashonda Jackson, after seeing the flyer on my Facebook page. A few months before the cruise, Rashonda mentioned that Carnival owed me money, though the reason was unclear to her. On my booking receipt, I can see that I paid $[redacted] for the cruise rate and $[redacted].70 for taxes and port charges. Despite expecting onboard credit for the overcharge, it did not materialize. I shared my concerns with guest services during the cruise, but unfortunately, they were not able to assist. Even though I had a fantastic time onboard, it's important that I receive the owed credit. I have copies of the flyer and my receipt for reference.

Hello, my family of three recently returned from a cruise departing from Miami on 2/10 and returning on 2/17. We encountered a couple of issues that I believe need attention. Firstly, at guest services, we had disappointing experiences with two staff members. Joe and his supervisor Funaro were both unhelpful, lacked empathy, and had poor customer service skills. They didn't listen attentively and were dismissive of our concerns. Additionally, in the buffet area, there was an incident regarding my son's peanut allergy. The staff initially provided conflicting information about the presence of peanuts in the cakes. It was concerning to see a lack of awareness about food allergies and cross-contamination. While our overall trip was enjoyable, these incidents were concerning. We would consider sailing with Carnival again, but hope for improvements in these areas. MarQ, the cruise director, and most other staff were pleasant except for the mentioned interactions. Thank you for addressing these matters. Best, Amie Gomez on Carnival Magic, Room [redacted]

I made a cruise reservation for December (Booking Reference: 6NBS69) for a single room for four people intending to celebrate my grandchildren's academic achievements. Unfortunately, one grandson is unable to join, and I am being charged $[redacted].00 for the cancellation. Despite this setback, I still plan to proceed with the trip with the remaining grandchildren. As a loyal Carnival customer with roughly 11 past cruises and future bookings, I find the cancellation fee unfair and excessive. The customer service representative I spoke with on the phone was unhelpful, which contrasts with my usual positive experiences with Carnival. I hope for a resolution and am looking forward to your response. Thank you, J.G.

Cruise Reference 5GPM87, Robin A./Laura D. My partner and I recently returned from a Carnival Cruise in the Caribbean. We departed from New Orleans on March 3rd and returned on the 11th. It was our first cruise experience, and we were pleasantly surprised by the ship's cleanliness, helpful staff, and entertainment options. However, two incidents affected our overall enjoyment. The first incident occurred on embarkation day in the Spa when a Filipino staff member offered us a spa package for what we thought was $2.49 but was actually $[redacted].00. Despite seeking a refund, we were unsuccessful. I am requesting a refund of £[redacted].00 to be credited back to my card. The second incident happened in Cozumel when the neighboring ship, Carnival Magic, released soot onto our deck, causing distress and soiling belongings. No apology was given, and this incident tarnished our experience. I am contemplating my next steps and hope Carnival will address these issues appropriately. Sincerely, Robin A.