Carnival Cruise Customer Service Issues

I want to express my gratitude to the crew who helped my family and me during my medical emergency. Their swift response was crucial in getting me to the hospital promptly. I am disappointed that we were unable to begin our cruise due to the incident. As it happened before departure, I am seeking clarification on the possibility of receiving a refund for this cruise. We were traveling with our grandson, Alex C., his friend Toby, and our daughter, Meredith O. Their sacrifice of missing the trip was due to caring for me. Our cabin was #[redacted], and our booking reference was Z69LG8 on the Carnival Breeze for the 09/12-09/18/[redacted] voyage.

Dear Forum Members, I traveled on the Carnival Freedom cruise from September 17th to the 22nd and had reviewed my bill, which totaled $[redacted].00 USD, before leaving the ship. Upon returning home, I discovered additional charges on my account. Some charges from the bill were duplicated, resulting in an extra $[redacted].88 that I did not authorize. Despite contacting them via email, I have yet to receive a response. If this matter is not resolved promptly, I will be compelled to share my experience publicly, including providing a copy of the bill. I appreciate any assistance in addressing these discrepancies. Thank you, G.M.

I received a quote for a cruise to Alaska for six rooms for my family. When we called to book, we were told the quoted rates only apply to Carnival customers who have previously cruised with them. The new rates are much higher, making it unaffordable for some of our family members. I'm looking into options to secure a rate that all family members can afford. Are there group rates available or any way to honor the initial quote provided? Thank you, Dave P.

I'm concerned about a recent call I received from Royal Palm Getaways regarding a 7-day cruise promotion they said was on behalf of your company. They're requesting $[redacted] upfront without providing written details until payment is made. As a fan of Carnival cruises, I value your reputation and want to ensure this isn't a scam using your name. The first payment is due on Nov 16, so I'm seeking clarification promptly.

Dear Sir/Madam, I am writing about our recent cruise on the Horizon from Miami from September 17th to September 25th. We were informed upon disembarking that the $[redacted].57 balance on our Sail and Sign Card would be credited to our credit card. However, we have received a crossed check that we are unable to cash in Germany due to high processing fees. We kindly request for the amount to be transferred directly back to our credit card as soon as possible. We have already emailed [redacted] on October 20th and sent a follow-up email on October 28th but have not received a response yet. We appreciate your prompt attention to this matter. Sincerely, Monika Buhse + Wilhelm Kern

My name is Oswin Joseph. My fiancée, Hyacintha Stanislas, is currently employed with Carnival Cruise Line in Australia. She applied for a Canadian visa to visit me in Canada during her last vacation in St. Lucia, but did not receive approval before starting her contract in Australia. The Canadian embassy has approved her application, and she needs to send her passport along with supporting documentation. However, Carnival will not release her passport for her to send it to the embassy from Australia. They are insisting she collects it in St. Lucia. I believe it is unfair to ask her to travel back to St. Lucia, considering the time and cost involved, when she could easily get the visa stamped in Australia at the Canadian embassy. She only has 30 days to complete this process. I would appreciate any assistance from someone in authority to help Hyacintha. You can reach me at [redacted] or via email. Thank you for your prompt attention to this matter.

Subject: Disappointing First Cruise Experience with Carnival Cruise Line Dear Guest Care, I hope this message finds you well. I recently took my first cruise with Carnival, and unfortunately, it was a horrible experience. From the first night, we encountered several issues in our room, including a non-functional TV, faulty air conditioning that was only addressed on the last night, and a refrigerator that never worked despite purchasing water from Carnival. Despite multiple attempts by the staff to rectify the situation, the problems persisted. When I approached the manager, Luis, for assistance, his demeanor was disrespectful and unhelpful. My husband and daughter, who suffer from breathing disorders, had to endure discomfort throughout the trip due to the room's poor conditions, with my husband even having to sleep on deck chairs. The overall handling of the situation, including inadequate compensation and lack of resolution, left a lot to be desired. I spent a significant amount of time dealing with maintenance issues and felt neglected as a guest. I am deeply disappointed by the way this cruise was managed and the lack of consideration for guests' comfort and well-being. I hope that my feedback can help improve the experiences of future travelers onboard Carnival cruises. Sincerely, Jacqueline Mitchell

VIFP #[redacted] & #[redacted] (Diamond) 3 cabins, 10 Family Members Booking Numbers: M11MG3 (Robert & Debra Smitt), M11MM2 (Bryan, Susan, Courtney & Caitlyn Smitt), M11MP2 (Robyn, Jordyn & Declyn Castle and Elizabeth Smitt) We arranged this cruise a year and a half ago for our family to enjoy a much-needed vacation together after a difficult period in our lives. We've had positive experiences on over 30 Carnival cruises in the past. However, this time we encountered some issues. We paid the deposit to secure the cabins and settled the final payment of $[redacted].82 on December 20, [redacted], which was later partially refunded without explanation. It disrupted our plans as we found out we were missing beverage packages for the kids, prompting a need for reordering at a higher price. Despite our request for itemized charges, which was not provided as in the past, we continue to face discrepancies. We are still missing two Bubble packages and hope to resolve this soon. The situation has caused us undue stress and uncertainty leading up to the cruise. We feel anxious about the upcoming trip and hope for a resolution. Our contact information is [redacted], [redacted], and [redacted]. Thank you for your assistance in addressing these concerns. Rob & Debbie Smitt

I have reserved our 9th family cruise on the Mardi Gras sailing on August 9th, with a total of 19 passengers. We were excited about the thermal suite 8-day cruise pass. However, when I tried to book the pass for the 12th person (Product Code [redacted]), I encountered an issue as the suite reservations had already reached their limit. Despite having paid for those 12 passes, I am unable to secure them. This situation is disappointing, especially since we are [redacted] days away from our cruise date. I have contacted customer service, but no solution has been provided yet. I am now faced with the difficult task of informing four members of our group that they will not have access to the suite pass while others will. Considering our loyalty to Carnival and the large size of our group, I am hopeful that an exception can be made or a solution can be found to accommodate all of us. - Elaine B. Booking #L5C9H4

Hello, I hope this message finds you well. I am writing to seek assistance with my onboarding process at CCL. Unfortunately, I have not yet received my Letter of Employment (LOE), which is necessary for filling out the D160 form for my visa appointment. The welcome package for new hires indicates that important travel details are mentioned in the LOE. Moreover, I am experiencing delays in uploading my documents because my current passport is non-biometric. I am in the process of obtaining a new biometric passport from my home country. Lastly, I am currently located outside the UAE, where I originally applied for the position. I am facing challenges with scheduling a medical appointment, as all the facilities listed in the voucher are located outside East Africa. This poses a problem for me as I would require a visa for re-entry into the UAE. Any advice or guidance on these matters would be greatly appreciated. Thank you for your assistance. Best regards, Joseph M. Kinagomba

During our recent cruise on the Carnival Magic from February 5 to February 11 from Port Canaveral, Florida, we were approached by a gentleman from the spa department regarding arch supports for our shoes. After some persuasion, my husband decided to try them, and I reluctantly agreed. Unfortunately, we both found them uncomfortable after wearing them for a few hours. When we tried to return them and get a refund, the spa employee was unhelpful and insisted we keep them due to opening the box. We left the arch supports with him and now are seeking a refund of $[redacted], as we did not want to keep the items. I am contacting Carnival Cruise Line to address this issue promptly. I hope for a swift resolution. Thank you.

Subject: Pricing Discrepancy for Cruise Booking To Whom It May Concern, I would like to address a discrepancy I have noticed with the pricing of my cabin compared to my nephew's for an upcoming Carnival Cruise scheduled for June 22, [redacted]. Despite both cabins being in Category 8C, his cost is significantly lower than ours, and he was also awarded a higher cabin credit. This pricing inconsistency seems discriminatory and unfair, especially considering the loyalty and number of times we have sailed with Carnival. During my attempts to address this issue, I spoke with two customer service representatives and our travel agent, Manny. Their explanations about loyalty statuses and past deals not applying were unsatisfactory. Despite being close to reaching platinum status with Carnival, the pricing disparity for this family reunion cruise is disheartening. As a loyal customer who appreciates Carnival's military salute programs, I hope this pricing issue can be resolved to ensure fairness and customer satisfaction. Thank you for your attention to this matter. Sincerely, Sharon and Dennis M. Phone: [redacted]

I recently had an issue with Carnival PVP Sherri regarding the payment for my cruise. She failed to charge the full amount to my Uplift account, resulting in a $[redacted] charge on my card that I wasn't aware of initially. After contacting Sherri multiple times, she claimed it was a pending charge that would be removed, but it persisted. I had to initiate a chargeback with Capital One. Carnival disputed it, insisting I owed $[redacted]. Despite my efforts, Carnival's response was dismissive, only acknowledging mistakes happen. After discussing with Michelle, they said they would reach out to Uplift to rectify the situation. However, Uplift had no record of communication from Carnival. I simply want the $[redacted] charge removed from my balance as I believe it was a result of Sherri's error and dishonesty, which Carnival needs to address promptly.

Dear Sir or Madam, I recently had a vacation experience on the Mardi Gras that made me question my loyalty to Carnival cruises. On Wednesday, February 22, [redacted], at the Palm Deck table [redacted] (early dining at 5:30 p.m.), my friend found a worm in her macaroni and cheese. The staff, including the manager Alwin and Chef Desmond, were apologetic but the chef's lack of awareness was concerning. Despite their efforts and a follow-up from Roxanne at Guest Services, the experience left me mentally shaken. Although the servers Aruya and Daryl tried to make the trip pleasant, the incident made it hard to trust the food. I am unsure if I will choose Carnival for my next cruise in February [redacted]. Thank you, Glenda W.

I have a cruise booked for July and I am using a wheelchair. I have questions about the accessibility of certain areas like the SkyRide. While I can use handrails and do various activities, balancing while standing is challenging for me. I'm wondering about the availability of rails from the steps to the pod on the SkyRide or if someone from my group can assist me. I am also interested to know the height of the lounge chairs as transferring from my wheelchair to a lower chair is easier for me. I have a motor unit for my wheelchair that can be easily stowed away. I'd like to know if I can bring my own motor attachment on the cruise or if I should rent a larger, bulkier scooter for the trip.

On the evening before the cruise concluded, I reviewed my Account Summary and noticed that all charges were correct except for three sodas, which I should not have been billed for due to having the bottomless bubbles package. Despite this, I chose not to visit Guest Services at that time as the rest of the charges appeared accurate. However, the following morning during debarkation, I saw that the printed statement displayed an incorrect balance, showing an overcharge of approximately $[redacted] compared to the previous night. Unfortunately, I was unable to reach Guest Services to address this issue. I possess a PDF statement indicating the correct total, except for two coffees that were bought on the morning of debarkation.

I made a reservation believing that I had selected the option for onboard credit during our cruise. However, I recently discovered that the credit was not applied for me or my cousin. Despite what I thought, it seems I didn't choose that option. I realized this from the confirmation email received earlier, and this has caused some disappointment. When I inquired, they mentioned I could upgrade by paying a substantial amount and changing rooms to receive the credit. I prefer not to move rooms, especially since we have adjoining rooms with other cousins. It's frustrating not getting clear answers about the onboard credit, especially when my cousins and I booked together online and expected the same benefits.

I accidentally dropped my wallet out of my purse in room [redacted] on the Carnival Glory leaving New Orleans on April 2nd. Inside were my military ID, Chase credit cards, and over $[redacted] in cash. The wallet is a light brown small leather one with Velcro closure. I've reached out to guest care services but haven't received a response. I'm concerned it might still be in the room waiting to be found. Any information on its whereabouts would be greatly appreciated. Please contact me at [redacted] or [redacted]. Thank you. - SS

My husband and I, Katherine Franks, were scheduled to depart on the Valor from New Orleans from April 27 to May 1. Unfortunately, I fell ill with heart symptoms and swelling and had to disembark before the cruise commenced. Despite our situation and the lack of insurance coverage, we have been met with rudeness every time we contact them. We are requesting either a refund or a credit for a future cruise aboard the same ship for the same duration. If not, legal action will be taken with the help of my attorney. I provided a letter from my doctor explaining the medical emergency that led to our disembarkation. I have cruised 8 times prior to this incident and hope for a prompt response from a manager. Thank you, Katherine Franks.

My folio number is [redacted], and I sailed on the Carnival Legend on May 13th for an 8-day cruise in cabin [redacted]. During a visit to Half Moon Cay and after eating at the BBQ, I experienced severe stomach cramps, vomiting, and diarrhea for the rest of the cruise. I am still recovering and have a doctor's appointment today. Can you please consider compensating me for a future cruise? My husband and I are interested in the Carnival Legend cruise to New England/Canada on September 16-24. I appreciate your assistance and would like to speak with someone regarding this matter. Thank you, Beverly Birch.