Carnival Cruise Customer Service Issues

Staying below a noisy gym during our $[redacted] cruise wasn't ideal. A bottle of wine didn't make up for the inconvenience. Despite that, our experience was saved by the fantastic service from the 6:00 Destiny Dining Room team - THW Subin, C, TW Savinova, M, ATW Saputra, I. A big shoutout to Chalanta Subin for exceptional service! Our group goes on a cruise biennially, but we'll avoid balcony cabins in the future. Just sharing my experience. Barbara Waites

Hello, I need assistance with a booking issue regarding my upcoming cruise to Hawaii on the Carnival Miracle. I had initially made 4 bookings for the sailing on April 16th from San Francisco. I contacted support to cancel one of the staterooms and convert the refund into onboard credits for the remaining party. However, despite being assured by the first agent that this could be done, there were complications. After receiving a cancellation notice for booking F008NS6 and only being refunded $[redacted] instead of the full amount, I contacted support multiple times, but they had trouble locating my booking and provided conflicting information. I was informed that canceling the booking would incur an $[redacted] penalty. I simply want the booking canceled and the refunded amount transferred to booking F08MW0 as onboard credits, as previously discussed. I appreciate any help with resolving this issue. Thank you.

I managed to reach Carnival after a long hold time. I requested to cancel my cruise due to concerns over the coronavirus and declined a credit for [redacted]. The representative provided a refund quote which I agreed to. However, I received an email stating a $[redacted] cancellation fee per person was applied, which was never mentioned during the call. I believe customers should not be penalized for being cautious during this uncertain time. I have always valued Carnival but this experience has left me disappointed. I had plans to cruise with you in [redacted] from Norfolk, VA, but now I am reconsidering. I hope Carnival can understand the situation and waive the cancellation fee. I understand the financial impact but once the situation improves, bookings will increase. Many are canceling for safety reasons, and it's important to address customer concerns.

Today, after enduring a lengthy hold time, I managed to reach Carnival's customer service. I explained my decision to cancel my cruise due to concerns over the coronavirus situation, and the representative agreed to process a refund instead of a credit toward a future cruise. However, after agreeing to the refund, I received an email informing me of a per person cancellation fee of $***, which was never mentioned during the call. This unexpected fee has changed the amount I am supposed to receive back. I believe it's unfair to charge this fee given the circumstances surrounding the pandemic. While I appreciate Carnival's position during this challenging time, it would be helpful if they could reconsider and make an exception in this case. I have always been a loyal Carnival customer and had plans to sail with them again in **** from Norfolk, VA. I intend to share my experience on social media and with others unless this issue is addressed satisfactorily.

Regarding the upcoming cruise, I kindly request a credit to be issued to Louise and me. Please send the credit to [redacted] and [redacted] My phone number is [redacted], and Louise's number is [redacted]. We are excited about rebooking our trip. Additionally, Louise had purchased the beverage package for us, so please ensure she receives a credit for that as well. Thank you for your attention to this matter. We are eagerly anticipating our voyage on the Carnival Paradise departing on April 30, [redacted]. Louise's details are as follows: [redacted], Louise Hipshire, [redacted] E Fowler Ave, Ste I, Temple Terrace, FL 33[redacted]. The booking number is F51QR4, and we are scheduled for a 4-day sailing in stateroom U166, category 6C Oceanview. Looking forward to the cruise.

We canceled our May 2, [redacted] cruise from Mobile due to the coronavirus situation. After speaking with Carnival on March 9 and receiving a partial refund of $[redacted] applied to another cruise in November, we still have $[redacted] pending. Despite expectations of an email confirmation and the remaining amount to be applied to our November booking [redacted], we haven't received any communication. Carnival's phone lines are currently down due to high call volume. We kindly request assistance in promptly applying the refund to our November booking and possibly receiving an email confirmation for our records. Thank you, Madeline.

I am facing a predicament. I had a booking with Panorama for May 9-16 under booking number 4JFL39, but due to the Coronavirus situation, I am hesitant to travel. My travel agent mentioned I can change my booking until March 31, [redacted]. However, I prefer not to travel in the winter and chose May for a reason. Currently out of the country, I request an extension beyond March 31 as I won't return to Canada until mid-April. I need to explore options with my travel agent, but being away limits my communication. I tried contacting Carnival's out-of-country number with no success after being on hold for over 20 minutes twice. Hence, I am reaching out via email. I kindly request an extension. Thank you for your attention. - J. Pringle

Hello, I'm Maria Mathis, and I'm reaching out to discuss a refund for our cancelled Caribbean cruise. In late January [redacted], my husband Donald and I booked a 4-day voyage on the Sunshine departing from Charleston, SC on Feb 13 and returning on Feb 17 to celebrate our 20th anniversary. Despite concerns over the Coronavirus, we were determined to go until a family emergency arose. On Feb 12, [redacted], Don's mother, Ruby, was hospitalized following a heart attack. Due to her critical condition, we decided to cancel the trip. Unfortunately, we didn't have travel insurance, and thus, we were informed we wouldn't be refunded. Ruby passed away on March 22, [redacted]. We paid approximately $[redacted] per person and I'm not seeking a full cash refund, just any consideration or credit toward a future cruise would be greatly appreciated. Wishing you well during these challenging times. Thank you in advance for understanding our situation. God Bless, Maria Mathis.

My husband, a Parkinson's Disease patient and I made reservations for a 10-day cruise on the Sunshine departing on 1/21. We booked this on 10/19 from Charleston, SC. Recently, we took a 5-day cruise in December '19 on the same ship with our daughter and 3 grandkids, during which we realized the challenges my husband faced in navigating the ship, even with a rented scooter. Upon returning from our December trip, we decided to cancel our upcoming cruise and were informed we would receive $[redacted] back from the $[redacted] deposit we paid. However, it took over a month to receive only $[redacted]. We were advised to contact AON, the company handling the claim due to our "trip cancellation insurance." This experience has been disappointing, and we have decided not to sail with Carnival again.

I have not received a full refund from Carnival Cruise for my payment of $[redacted], including taxes and gratuities. I made two separate payments to Carnival – one of $[redacted].94 on Feb. 22nd, [redacted] for taxes, gratuities, and the drink package, and another payment on June 25th, [redacted]. However, Carnival only refunded me $[redacted].94, shorting me $56. I have been unable to get a satisfactory explanation over the phone and Carnival has been giving me and my travel agent the run-around. I've been waiting for this refund since Carnival canceled the cruise that was originally scheduled for April 3rd. Despite rescheduling attempts, I opted for a refund, but Carnival has yet to return my $[redacted] and has also failed to reimburse me the $56 for taxes and gratuities. I urgently need Carnival to refund the full amount owed to settle this matter.

I received an email stating my cruise was canceled, yet upon checking online, I found out it was actually the first one to set sail. I never received any notification from Carnival or my travel agent. The cruise was from Charleston to the Bahamas on September 5th for 5 days. I had paid for it well in advance but did not receive any communication. Despite being a loyal and spending VIP member of Carnival for years, I never received a call or email. My name is Charlie Hartbarger. I had booked this cruise for my wife and I to commemorate her late mother's birthday as we have been going through a tough time in our marriage. I've been trying to reach out but no one has responded. Please have someone contact me soon as I'm frustrated with the lack of communication. If I don't hear back, I might have to consider booking with another cruise line. Thank you.

I have emailed the following to whom I believe is our new PVP, but have not yet received a response, so I am unsure if she is still employed there. Please assist promptly. Thank you in advance. ----- Forwarded Message ----- From: B. and M. Elliscu <[redacted]> To: [redacted] Sent: Saturday, December 5, [redacted], 09:53:06 AM MST Subject: Assistance Needed for Cruise Cancellation Hello Cristen, I require assistance regarding the bookings. Booking #B27GN4 was cancelled and replaced with booking #G91GK9, which was also cancelled. The refund for the second booking ($[redacted].20) was processed, but I paid $[redacted].20 for the first booking. I have attached a screenshot for reference. Additionally, my daughter bought a $[redacted] onboard credit that needs to be applied. Please review and arrange an additional credit of $[redacted].00 to be processed promptly and the $[redacted].00 credit to my daughter's account. Feel free to email, text, or call if needed. Thank you, M. Elliscu [redacted] (mobile/text) [redacted] ITEMIZED CHARGES All Charges are quoted in USD CRUISE CHARGES Cruise Rate $[redacted].00 Taxes, Fees & Port Expenses $[redacted].28 Total Cruise Charges $[redacted].28 OPTIONAL CHARGES Vacation Protection $98.00 Prepaid Gratuities $[redacted].92 Total Optional Charges $[redacted].92 TOTAL CHARGES $[redacted].20 PAYMENTS AND CREDITS Payments Received $[redacted].20 Total Payments and Credits $[redacted].20

I had a cruise planned for my son and his girlfriend's high school graduation during their spring break, but it was canceled without any notification. Fortunately, my usual cruise planner informed me, and we rescheduled it for May 2. However, I just discovered that the cruise has been canceled again, even though we rebooked it on Jan 24. We had deposits and onboard credit for both rooms, and the lack of communication is frustrating. We've cruised several times before, and this trip was a special graduation gift for them. With all the disruptions due to COVID, missing out on senior year activities, we were hoping for a smooth vacation. I wanted to upgrade our rooms for a better experience, especially for my son and his girlfriend. I hope this issue can be resolved promptly and reasonably so we can still make this vacation happen. Thank you for your assistance.

As an unvaccinated VIFP member of Carnival Cruise Line, I feel strongly that the requirement for all passengers to be vaccinated is unfair. I believe it is risky to inject an experimental biological agent into the body. Instead of mandating vaccinations, I suggest requiring a negative Covid test within 48 to 72 hours before boarding, with a waiver releasing Carnival of responsibility for unvaccinated passengers becoming ill. I am even willing to take a test at the port. If unvaccinated passengers choose to take the risk, vaccinated passengers and crew should not have an issue, as they are protected. Segregating unvaccinated individuals from certain onboard services and experiences is unjust. As all passengers have paid to be onboard, everyone should have equal access. I have faced challenges trying to communicate these concerns to Carnival directly, receiving only generic responses referring to Covid protocols. Despite having to cancel five cruises in [redacted], I hope to sail in July, October, November, and February [redacted] without interference due to my vaccination status. I have confidence in my immune system and have diligently researched and enhanced it with vitamins and nutrients since the pandemic began. Thank you.

Our family trip was planned for over a year, and despite various challenges, we persevered with Carnival. My sister, feeling frustrated about Carnival's vaccine requirements for her 15-year-old and the lack of activities for her 4 and 11-year-old, requested a refund of $4,[redacted]. It's disappointing that the children's camp was removed, and the situation feels like a coercive tactic. It's concerning that unvaccinated guests are restricted from disembarking without paying Carnival for an excursion. Children who can't be vaccinated are affected by these policies. It's disheartening that my sister, eagerly anticipating this trip, faces these sudden obstacles. Perhaps a clearer policy on children's participation could have been communicated from the start.

I have a booking for the Carnival Ecstasy cruise from July 7-11, [redacted]. I want to change my booking to join a larger party, including dining together and cabin assignments. My group's identification is Bush: P33NC5, and we are staying in the upper deck U198 section. My booking confirmation is [redacted]. I hope to transfer my booking to the group's travel agent so I can celebrate a friend's 60th birthday with my daughter. Please provide me with the PIN # needed for the transfer. Your help is greatly appreciated. Thank you for making this process smooth. Jane P. Contact: [redacted] Email: [redacted]

I was scheduled to set sail on the Vista on September 25th for an 8-day cruise from Galveston, TX. Due to the concerning situation with Covid-19 in Arkansas, where I reside, and the personal losses I have experienced, including the recent passing of a friend due to Covid complications, I am unable to proceed with my cruise plans. I have multiple sclerosis and have been diligent about quarantining. I have made multiple attempts to reschedule my cruise but have faced challenges reaching customer service, being put on hold for long periods, and experiencing disconnects during calls. Despite a pleasant conversation with a helpful representative, the call abruptly ended, leaving me feeling frustrated and unimportant. I am disappointed by the lack of follow-up and support, especially considering I have a premier offer expiring soon. It is disheartening to feel like just a number in this process.

When I booked in October [redacted], I made sure to clarify with the customer service representatives three separate times about the refund policy in case vaccines were mandated. Each time, I received confirmation that I would get a full refund if vaccines became mandatory. Now that the mandate has been enforced as of September 2nd, I am in a situation where I need to cancel my cruise. I am not comfortable with the new regulations, as I am unable to get vaccinated and do not wish to be on a cruise ship where everyone else is vaccinated. They assured me I would receive a full refund in this scenario. Can someone please assist me with getting my refund processed promptly? Thank you for your help. - M. Sauls

I recently noticed that the itinerary for my upcoming cruise has been altered, but the changes haven't been updated for my booked excursion. I am scheduled for the 5-day Western Caribbean cruise aboard the Carnival Breeze departing from Galveston on October 2nd to the 7th, with booking number #N57RC4. Our original booking included the Elite Champagne Catamaran Sail and Snorkel excursion in Cozumel, which now conflicts with the revised schedule as the days have shifted. Despite receiving an email assuring that the excursion details would be adjusted accordingly, this hasn't been the case. I attempted to book a different excursion for our Yucatan stop, but the system is preventing me from doing so due to the perceived overlap with the Cozumel activity, still listed for Tuesday instead of the new day. I am concerned about missing out on the Yucatan excursion if this isn't resolved promptly. I kindly request assistance in aligning the itinerary with the cruise manager to ensure our plans run smoothly. Your help in rectifying this issue would be greatly appreciated. Thank you.

During our recent back-to-back cruise on the Carnival Vista, which sailed on September 4th and September 11th, we encountered a noticeable shift in policies between the two sailings. The first cruise went smoothly with strict enforcement of a no-smoking policy in the casino and consistent mask-wearing protocols throughout the ship. However, on the current sailing starting on September 11th, Carnival Corporation altered the policy for the Vista, allowing smoking in the casino. This change has led to a breakdown in general compliance with the mask policy, as guests question the need to wear masks in an environment where smoking is permitted. The casino's central location further exacerbates the issue, as guests must pass through it to access other areas on the ship. The casino announcement instructing guests to "sip your drink and cover, smoke and cover" has caused confusion and discomfort, as the smoke affects the integrity of N95 masks and lingers on clothing. Despite raising concerns with ship management, they have indicated that the instructions from Carnival Corporation are clear and cannot be altered onboard. This shift in policy has raised health and compliance issues among passengers, creating a challenging situation. Your assistance in addressing this issue is greatly appreciated. Email: [redacted]