Carnival Cruise Customer Service Issues

I would like to reschedule our booking out of Galveston, Texas, on the Vista departing on November 13th, [redacted]. Our booking number is L78KW1 (Pin #[redacted]). We need to make a change because of the new vaccination requirements for all guests, and unfortunately, neither my husband nor I can take the shot. I am hoping to reschedule for mid or late [redacted] when this issue might be resolved. Could someone please contact me at [redacted] regarding this matter? I have tried calling and have been on hold for over 30 minutes without success for the past week. Thank you for your assistance. - Glinda C.

Dear Carnival, I wanted to bring to your attention that our cruise with Carnival has been canceled once more. We have been waiting for over two years since our initial booking because of the previous cancellation. Despite being promised a credit close to $[redacted] each for the first cancellation, the credit for the recent cancellation is only $[redacted] each, and we are losing the credit from the first cancelation. This seems unfair considering our loyalty in rebooking instead of requesting a refund. It is disheartening to see that those with two cancelations are not receiving more credit as a gesture of appreciation for their loyalty. Your current policy appears to favor new bookings over loyal customers, which is disappointing. I urge you to reconsider this policy promptly so that we can rebook our cruises with the deserved credit rather than opting for a refund. Sincerely, L.Z.

I have been trying for days to reach a customer service representative but have only encountered technical difficulties. I have inquiries regarding my booking for the Horizon cruise departing on January 22nd, [redacted], with the booking number n06 pj3. I attempted to get information through the payment option but was unsuccessful. I am concerned about the lack of accessibility. I seek clarification on the COVID-19 precautions in place that are not detailed on the website. Kindly contact me soon at [redacted]. I prefer a phone call over email for a prompt response. Thank you.

I paid for a cruise in full and was on my way to the airport when I discovered my family tested positive for COVID, and as an immunocompromised individual, I am at a high risk. I tried calling Carnival's numbers, including the 24/7 emergency line, but only encountered automated messages saying they were closed. I also sent emails but have not received a response. According to Carnival Cruises ticket contract, in cases of national emergencies or testing positive for COVID, I should be entitled to a full Future Cruise Credit. However, due to COVID, their customer service availability has changed, causing conflicts with my work hours. I have been attempting to contact them for 2.5 weeks and need guidance on how to obtain my Future Cruise Credit.

My husband P. C. and I have been frequent cruisers with friends and family on Carnival cruises. Unfortunately, my husband passed away on October 3, [redacted]. I had the opportunity to cruise with a friend on the Freedom on October 17. My shipmate M. B. in room [redacted] handled everything and informed me that I needed to take a rapid Covid test two days prior to sailing, which I did. I visited an urgent care doctor I hadn't seen before, and my test came back negative. However, due to an oversight by the doctor who omitted my birthdate, I was informed that I couldn't board without another Covid test costing $[redacted]. This unexpected expense was distressing as it affected my spending budget for the trip. Despite feeling upset, I had to pay for the additional test to be able to board the cruise.

I am seeking assistance with canceling my Carnival cruise due to unforeseen changes. I had made a $[redacted] deposit, and at 60 days before the cruise, I attempted to cancel. According to their "Cruise Ticket Contract," found on their website under "7. Cancellation by Guest, Refund," guests should only lose their deposit if canceled up to 56 days before sailing. However, when I tried to cancel, the website indicated a $[redacted] penalty. After encountering difficulty reaching Carnival via phone, I was dismissed by an agent claiming such terms did not exist. However, Carnival's social media team confirmed the policy. The poor customer service experience is now prompting me to cancel even though I'm unsure why I should forfeit double my deposit. Thank you.

I would like to cancel booking L16GS9 for Andrew M. and Juanita M. departing on December 3, [redacted], for an 8-day cruise on the Dream. We initially planned to visit Key West but have changed our minds after a wonderful cruise on the Majic from Cape Canaveral. We now prefer a refund over a cruise credit and would appreciate dealing with Vacations to Go for this request as it has been easier in the past. Cancelling online would be more convenient than attempting to do so by phone with Carnival, which has been challenging. I hope this cancellation process is successful. Thank you.

I am inquiring about the refund for the cancelled cruises made with Carnival Freedom on 22nd September [redacted]. The total charges were $2,[redacted].48, out of which $1,[redacted].00 was credited and $[redacted].04 was received. I contacted a representative who mentioned that the refund would be processed back to the original card used for booking. As we no longer have one of the cards, I was assured that the refund would then be returned to our alternative card or bank account and that I would be notified. However, only $[redacted] has been returned so far, leaving a balance of $1,[redacted]. I have tried contacting Carnival for days without success, and today's message states system difficulties. I understand the current challenges due to covid-19 but urge for a resolution as I require the remaining refund promptly.

My husband and I have a booking with Carnival, departing from Galveston on December 18th. I am not requesting a refund; instead, I kindly ask them to hold onto the money we have already paid in my account for a future cruise. This should be a simple request. I have a back surgery scheduled for the 14th, and my husband has recently been diagnosed with cancer and is undergoing intensive chemotherapy treatments. Despite our strong desire to go on the cruise, he is currently hospitalized, and I will be recovering from surgery for a while. My reservation number is [redacted], and my name is Coye Hoth.

I recently found out that my child does not meet the updated COVID guidelines for the cruise I booked due to a new vaccination screening option that was not available when I made the reservation in April. Even after contacting the cruise line for exemption, my child would still not be able to join any activities, excursions, or leave the ship. I tried reaching out to Carnival's customer service, but was disconnected after waiting for over 45 minutes. I am frustrated with the lack of timely notification about these changes and feel misled by the cruise line. The evolving restrictions feel unfair, and I do not wish to support a company that operates in this manner.

I have a couple of questions regarding your Covid policies that I couldn't find in your FAQ section. Firstly, if we are unable to schedule an appointment locally within your specified time frame, is on-site testing available nearby or at the terminal during check-in? Secondly, you mentioned that reservations for on-site testing are required. How early before the sailing date can we make these reservations? Lastly, you accept rapid test results for vaccinated individuals. Our local CVS provides rapid testing but sends results via text message. Would presenting these texted results be acceptable for verification? Thank you!

During my recent cruise on the Sunrise from November 25th to 29th, on the 28th I visited guest services to get a printout of my charges on my Carnival credit card. The printout displayed a charge of $[redacted].01, and I was also informed I had a balance of $[redacted].00, which I promptly paid due to some expenses that weren't applied to my card that night. However, upon receiving my Carnival credit card statement, I was surprised to see a charge of $[redacted].22. I have my printout detailing what was supposed to be charged to my card, and I am confused about the additional charges from Carnival. I am seeking assistance to rectify this issue promptly as the charges have exceeded my credit limit and appear unjustified.

As a Platinum level customer, I have noticed that cruise lines such as Carnival are experiencing a decline in returning customers. I believe this could be due to incidents where passengers were kept on board beyond their scheduled disembarkation due to Covid-19 protocols. It is crucial for cruise lines to improve their customer treatment in such situations to regain customer trust and loyalty. By implementing better policies and procedures during unforeseen circumstances, cruise lines can ensure a positive and memorable experience for their customers. As a loyal patron, I hope to see these changes put in place so that cruise vacations can once again be a preferred choice for travelers looking to have a great time.

Hello, I was on a cruise on the Horizon departing on 12/31/21 from Miami with four family members. My booking number is P96SG1. Unfortunately, we were assigned to the Sunshine ship while the rest of our family is on the Liberty. I have made multiple attempts to call and resolve this, but have been placed on hold for hours and eventually disconnected. Your assistance in transferring me to the Liberty ship with my family would be greatly appreciated. Thank you, Carol H.

My wife and I have a booking for a cruise to Mexico on the ship Panorama, scheduled to embark on 12/24/[redacted]. We successfully registered online. However, we received an email on the second day stating that we need an ESTA waiver certificate as we are citizens of Great Britain. I want to clarify with Carnival that as permanent residents with Green cards, we do not need an ESTA certificate. Despite multiple attempts to contact Carnival customer service, I have been unable to reach anyone after being on hold for over 40 minutes. I am available to provide proof of our residency if someone can contact me via phone or email. My name is Harchain Chayra.

Dear Sir/Ma'am, I am reaching out to inquire about the well-being of my elder brother, Pratik Pawar, who has been an employee of Carnival Cruise for many years with the crew ID [redacted]. We have not been able to contact him for the past 72 hours, and we are concerned about his safety. Please assist us by contacting him and informing me about his condition. You can reach me at [redacted] I can provide more details if needed; please provide me with your email address for further communication. Thank you for your help in this matter.

Our Carnival cruise scheduled for November 12-15 was cancelled. Despite numerous attempts to reschedule or receive a refund for the fully paid trip, I have faced long waits on hold and been disconnected or hung up on during calls to customer service. With a changed card number, I am unable to speak to a live representative for assistance. Emails and multiple phone calls have not resulted in a resolution. Even when trying to schedule a new booking, I am met with automated messages and disconnections. The deadline for a refund is approaching on December 31, [redacted], but I have been unable to reach anyone for help. The booking number for reference is N49HT3 with a charge of $1,[redacted].42.

Dear Sirs, I have been attempting to reach Carnival Cruise via telephone for the past four days without success. Due to this issue, I am sending this urgent email with the following request: Our guests, Milouska Sambo and Shermin Mercelina, were originally booked on the 8-day Southern Caribbean cruise on the Horizon departing from Miami, FL on December 31, [redacted], and returning on January 8, [redacted]. Our booking numbers are #R16ZJ5 and #R16ZV5. Carnival has informed us of a change in ship from the Horizon to the Liberty, which has made our guests uncomfortable. Therefore, we kindly request to transfer these reservations #R16ZJ5 and #R16ZV5 to the 7-day Western Caribbean cruise on the Mardi Gras departing from Port Canaveral (Orlando), FL on January 8, [redacted], and returning on January 15, [redacted]. I look forward to your prompt response. Warm regards, Shermin Mercelina

On December 22, [redacted], I placed a deposit for a Carnival Cruise as a surprise for my husband and our 25th anniversary. Despite my excitement, when I showed him the booking early, he expressed no interest in going on a cruise. I was taken aback, so I contacted Carnival's customer service to inquire about a refund. After a 40-minute call, the representative confirmed they could refund my deposit, mentioning it would take a couple of days to process. It's been almost five days, and I have yet to see the refund in my account. Unfortunately, I forgot to note down the booking or reservation number, although the representative confirmed all the details during the call. I'm now wondering when I can expect to see the refund reflected in my account.

We made a reservation for a cruise with Carnival several months ago, initially to the Caribbean from Port Canaveral. Later on, we changed it to the Mexican Riviera departing from Los Angeles, with the same dates but a slightly higher price. Given the recent reports of Covid-19 cases on ships and ports restricting passengers, we are now seeking a full refund rather than a voucher. Despite being fully vaccinated, we are concerned about non-vaccinated individuals being allowed on board. Due to our age and responsibilities as caregivers, we do not feel comfortable cruising currently. Our booking number is M15PK3. I, Steve O. (VIFP#[redacted]6), and my wife, V. O. (VIFP#[redacted]8), have been loyal Carnival customers, each having been on numerous cruises. We hope for a refund to reflect our dedication to Carnival, though we do plan to cruise again when it feels safe to do so.