Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/30/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Post-cruise credit card charge of $9.32, which is not reflected on the account statement I received on the morning before departure. I didn't make any transactions that morning. This is a second occurrence, similar charge happened after a previous cruise. There's no way to reach the billing department at Carnival at all. **************** sends me to the Post-***** request page, which with the recommendation to submit ************ Statements" request, but that is only a request for the statement.Booking: W71HH0, Panorama, 12/17/2022 A different issue with gambling winnings of $9.50. To play I used my Carnival onboard account card, but the winnings were not applied to my onboard account at the end. Apparently, it was a separate account and I had to explicitly request a cashout, which was not disclosed to me.The winnings were confirmed by guest services associate *************** / Carnival Panorama, her hand-written note attached.Booking: X43PT8, Panorama, 11/19/2022 It's really concerning that there's no way to contact Carnival billing department to resolve issues!

  Business Response

  Date: 01/03/2023

  Thank you for contacting us about ********************** cruise aboard the Carnival Panorama.
  
  Were so glad **************** chose to sail with us; however, it was disappointing to learn of his frustration when attempting to contact our ********** Department.
  
  In reviewing his complaint, we see that **************** was incorrectly charged for in cabin beverages on booking W71HH0 for $9.32 USD and $9.32 on booking X43PT8 as well. Additionally, were sorry to learn that **************** hasnt receive $9.50 USD for the winnings on his casino account. Checks from the Ocean ************ typically take eight to ten weeks to be received.  Due to Mr. ******* difficulties,he will receive two refunds for $9.32 USD for in cabin beverages plus $9.50 USD for his casino winnings for a total refund of $28.14 USD total.  This refund will be placed on his **** Card ending in 4283.  **************** should allow up to five business days for his refund to show on his account.
  
  It is always discouraging for us to learn that our guests have returned home disappointed.  We hope we have the opportunity to win back Mr. ******* confidence on a future Carnival cruise. 
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  ********** Executive, ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-PO-01032023-3

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I greatly appreciate the quickness of the response!

  I would still encourage Carnival to provide their customers access to the billing department or someone else who can correct billing issues in a more straightforward manner.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carnival has offered in a written letter a onboard credit of $100 per person Which I have a copy of the letter. Nowhere in the letter does it state a limit of $200 per cabin which is what they're trying to claim now. We have 2 cabins booked a total of 7 people. We have been given a total of $400 on board credit the amount should be $700 I am asking for the remaining $300 in on board credit as the letter States I am titled to.

  Business Response

  Date: 12/30/2022

  BBB CASE # ********
  Carnival Jubilee 01.27.2024
  Booking # J7H2K6 *****, ***** and *******
  Booking # J7M7D2 ******* and three TBAs 
  Consumer: ********************************
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued Platinum VIFP  guest is displeased with the timing and handling of the situation.
  
  We did review the call on 12.10.2022 and the booking agent advised that she would be more than happy to assist with completing the option booking he created and securing a second cabin for his party of 7 and the guest was advised that the onboard credit was $200.00 per cabin maximum, ************************ said, okay and the agent proceeded in securing the cabins, transferring the funds as requested since the bookings were fully refundable and applying a 25% future cruise credit of $735.80 + $487.48 ($1223.28 gesture of good will, not penalized future cruise credit) plus the $200.00 per cabin onboard credit and sent cabin confirmations for reference and review. 
  
  That said, ************************ has escalated his request with our Executive Resolutions team and has been advised on more than one occasion that the onboard credit will remain $200.00 per cabin maximum and we apologize for any further disappointment. In cases like this when all guests are similarly impacted; to remain consistent and fair, no individual concessions can be made. We are therefore unable to make any adjustments to the offer and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line
  
  

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my first cruise in November of 2022. We had just came back on November 14th. We enjoyed it so much that we decided to book another cruise for spring break of 2023. I booked this trip on Nov 15th. My trip was paid in full. I found out I was pregnant on Thanksgiving literally 10 days later after I booked. I have a history of miscarriages so my doctor put me on bed rest. Which means I wouldn't be able to travel. I then cancelled my trip with Carnival. They penalized me for $500 cancelation fee. I don't think that's right because it wasn't even a month yet only 2 weeks later if that. It wasn't like I prevented someone else from getting a room. I don't think that's right that they keep my money for a trip that was cancelled because of health issues. I was excited about taking my 2nd cruise. We was even going on a 7 day cruise, but because of doctors orders it prevent that.

  Business Response

  Date: 12/30/2022

  BBB CASE # ********
  Carnival Glory 03.12.2023
  BOOKING # H8T6R4
  Consumer:******************************
  
  To Whom It May **************** Thank you for the opportunity to respond to our valued guest.
  
  The Early Saver promotion selected at the time of booking 11.15.2022 offers the opportunity to make sure you get the best possible rate on any given sailing.  The program, however, does have certain restrictions like a non-refundable deposit and an administrative fee of $50, per person, if you cancel or change sailings before the final payment date.  
  
  Our guests really value the price assurance feature. In order to maintain the integrity of the Early Saver program, we must enforce these restrictions.
  
  *************************************************************************** A $50 change fee per guest will be assessed for ship and/or sail date changes made prior to final payment due date. Remaining funds are nonrefundable/nontransferable and will be held as a future cruise credit. Future cruise credit issued in USD & must be used to book a new cruise within 12 months of cancel date.
  
  Our records indicate the non-refundable deposit was $500.00 and the booking was canceled via carnival.com on 12.01.2022; therefore, the $300.00 ($500.00 deposit less 4 guests at $50pp) future cruise credit may be redeemed towards a new booking by 12.01.2023 (not sail by).   
  
  We have reviewed your request for special consideration and regret that we're unable to honor your request for a refund of the cancellation charges. We trust you understand that cancellation charges are a standard industry practice. For this reason we offer Carnival's Vacation Protection Plan as a safeguard from financial losses of this nature.
  
  Thank you for your understanding. We hope you will once again consider Carnival when making future vacation plans.
  
  Kind Regards,
  Carnival Cruise Line

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had paid for fly2fun airfare for a flight from ***** to ***** departing February 25th, 2023 an returning from ***** to ***** on March 5th, 2023. I purchased this flight for me and the two other in my cabin to be able to cruise on the Carnival Celebration out of ***** on February 26th. I purchased these airplane tickets about 2 months ago. Since then, my mother and sister had decided to go on the cruise and they got Fly2Fun as well but their return from ***** was on a different flight than my party of 3 and she wanted us all to fly together. Last week, maybe it was December23rd? I am not sure but around that time I called Fly2Fun to ask them to price check what it would cost to change the return flight to the flight my mom and sister were on. The woman I spoke with said that it would be 50 dollars a person and I said that was fine. She then came back and said that the entire flight would have to be canceled and then rebooked on the flight I wanted. I asked her to please price it first before she cancels it because I don't want to pay much more. She said that she understood and then said she would check prices. She said that it would be like 600 more dollars and I said no thank you I do not wish to do this and I will just stay with the flights I have. She said she totally understood and wouldn't change anything then asked if she could do anything else for me. I said no thank you and hung up. The next day I noticed my air was no longer showing on my booking and I thought that this couldn't be right since I clearly told the representative that I did not want to change my flight. I called Fly2Fun on December 29th, 2022 and asked why my flight wasn't showing and the representative stated that the flights had been canceled. I explained that I never asked for my flights to be canceled and I wanted them reinstated. She then tells me it will be 600 dollars more to get the flights and that it was my fault for the flights canceled although I was clear I wanted not to change.

  Business Response

  Date: 12/30/2022

  BBB CASE # ********
  Carnival Celebration 02.26.2023
  Booking # Z78ZS8 
  Consumer: Click, ***
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation.
  
  Regrettably, we are unable to assist with Fly2Fun reservations via correspondence and apologize for any inconvenience; however, we have gladly noted the booking for a member of our Executive Resolutions team to assist with his request and kindly ask that he contact us at his earlies availability by calling *********************.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line
  
  

• Initial Complaint

  Date:12/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking # C9L9B9 I am so exhausted and utterly disgusted from *** experience I have had with Carnival. I booked with Carnival July 30th upon receiving an email about receiving an onboard credit when booking. I noticed closer to my booking that a credit was never provided and that ***re was a supposed balance due on my account. I paid in full on July 30th of 2022 and have confirmation of that. How do I now have a balance due?? I call and speak with a "manager" by *** name of ********* who attempted to assist but ultimately screwed my reservation up. I ***n had to call back and speak with someone by *** name of ******* who was also supposedly a "manager" who continued to call me a man and kept saying "dude" knowing my name was ********. ******* is *** who who blatantly told me I was a liar and that I should be glad to be sailing with Carnival. I ***n asked to speak with her superior who ***n was a lady by *** name of ****** who was just as bad and insulted me with a credit of $100 dollars. After being on *** phone for more than 2 hours straight and speaking with representatives who tried to belittle me and talk to me as if I am incompetent is complete and utter disrespect. Then for a manager of a manager to get on *** phone and provide me with an onboard credit that I was supposed to have on my account to begin with is really an insult. I would honestly never sail with you all again. If it wasn't for *** penalty of cancelling I would be cancelling this reservation as we speak. I know you all with probably not even read this email and that is fine based on *** customer service I have experienced. I don't expect anything more than what I have already experienced. Please train you all's employees accordingly and understand ***re are cruise lines out ***re that are willing to go above and beyond for ***ir customers. Please never get on a high horse and think that us customer have to settle for a ********************** line like Carnival.

  Business Response

  Date: 12/30/2022

  BBB CASE # ********
  Carnival Celebration 01.08.2023 
  Booking # C9L9B9
  Consumer: ********************************
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation.
  
  We appreciate that our valued guest provided a screen shot of an offer in her first attachment which also points out SHOP NOW, that is only one of many offers that are showcased on our carnival.com banner and she may have reviewed other offers while shopping for category, ship and sail dates and then chose the one that was best for her and created the booking at 07.30.2022@9:53am via carnival.com under the rate PDN and paid $2000.72 with **** x **** and a cabin confirmation was sent, with no promotional onboard credit. 
  
  On 12.22.2022 our valued guest called to amend the *** status for the second guest to no additional guest sailing in the cabin; therefore, the taxes, fees and port expenses in the amount of $146.36 were refundable overage on the booking and ****************** chose to add pre-paid gratuities in the amount of $115.50 and we refunded the difference in the amount of $30.86 to **** x **** and a cabin confirmation was sent accordingly @2:13pm which will also not reflect any promotional onboard credit.
  
  On 12.29.2022 ****************** contacted us regarding her booking not reflecting any onboard credit and regrettably, a human error was made when ********* added PAYABLE onboard credit, as some guests do choose this option, which adds to the amount OWED, or a balance due. 
  
  We are extremely sorry that ****************** did not receive the first-class service she has every right to expect from our ***** Services team. Making guests happy is at the heart of our business, so ever so kindly ask that she accept our sincere apologies for the situation that occurred. Her comments are very important to us and were forwarded to the appropriate department to ensure corrective action was taken as warranted when we received her email yesterday.
  
  As mentioned, we did receive an email from ****************** after the booking was amended with a gesture of good will $100 onboard credit and respond accordingly; as well as, extend coaching opportunities where needed and once again we apologize for any inconvenience; however, no additional compensation will be extended.
  
  At Carnival, we are committed to a culture of diversity, equity and inclusion for our shoreside and shipboard team members, as well as our guests. Our company brings together many cultures, backgrounds, beliefs and points of view and every person shall be treated with dignity, courtesy and respect.
  
  Our diverse team helps create a warm and welcoming guest experience for all who sail with us. Carnival is a daily reminder of how travel and tourism help break down barriers, build friendships, and promote a greater understanding among people.
  
  We are a better and more successful company when the diversity of race, age, gender, culture, beliefs and background is celebrated.
  
  We have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line
  
  

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called carnival cruise customer service today 12/28/22 to inquire about upgrading my reservation to a balcony cabin. I was quoted a monthly rate of $103.93 for my remaining installments, so I accepted the offer. I verified twice that would be the monthly installment price. Upon making the change, my future installments online show $205.68, over $100 more per month. Cruise confirmation H3J9C7

  Business Response

  Date: 12/29/2022

  BBB CASE # ********
  Carnival Breeze 08.28.2023
  Booking # H3J9C7
  Consumer: **************************
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation.
  
  Guest initial offer ZJ1 for a category 1A which is an Upper/Lower interior for him and ******************************* total was $508.76 and included $100pp onboard credit.
  
  Guest contacted us to upgrade to balcony cabin and was advised of another promotional offer OV7 and the cost was an additional $807.86 and the onboard credit increased to $250pp.
  
  Full payment for this sailing is due on 06.14.2023; therefore, the system automatically auto calculates the Easy Pay installments which were $44.11 per month to now $205.68 in 5 equal installments.
  
  That said, we apologize for any miscommunication and we have offered our guest the option to downgrade to a category that fits within their budget; however, we are unable to offer any compensation or a free cruise as the guest has requested when calling.
  
  We have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18653177
  
  I am rejecting this response because: a free cruise was not asked for. What was asked is for the original installment price to be honored. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/30/2022

  BBB CASE # ********
  Carnival Breeze 08.28.2023
  Booking # H3J9C7
  Consumer: **************************
  
  Thank you for the opportunity to respond once again.
  
  Our original response to you was a sincere effort to address your issues brought to our attention and not to trivialize or disregard your observations. Please understand that Carnival certainly appreciates all of our guests and we would not like for you to think otherwise.
  
  We appreciate your honesty and it deeply saddens us to know that these incidents have left such a poor impression in your mind. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure you that your comments have not fallen on deaf ears.
  
  Your request has been given serious consideration from the onset and although our response is not a favorable one, we certainly understand your frustration. Unfortunately, this is a case where we are unable to honor your request. We truly regret that we are unable to come to an understanding and apologize for any further disappointment.
  
  At this point, we must let you know that no further consideration will be given to this matter.
  
  Thank you for your understanding.
  
  Kind Regards,
  Carnival Cruise Line
  

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18653177
  
  I am rejecting this response because: the company is acting unfairly. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carnival cruise Horizon sail date 12nov2022, booking number D5L9S2, ic-ss-********-68 inquire filed. No response. Cruise line charged my wife and I for purchases not made. After departing received two more charges on my bank statement after being told my account all caught up. Plus ****** billed us for something. Cant find out any explanation for that. Total statement looks full of errors in the cruise lines benefit.

  Business Response

  Date: 12/29/2022

  Thank you for contacting us about *************************************** cruise aboard the Carnival Horizon.
  
  Im very sorry to hear of ************************** dissatisfaction with the manner in which we addressed his issues and apologize that our genuine concern didnt make the impact it should have.
  
  In reviewing ************************** complaint, we see he had requested his Sail & Sign statement via an online form at Carnival.com. Other than this request, our records do not indicate additional emails were received by our ********** Department. We have attached ************************** statement for his records.
  
  Should ************************ have question regarding his casino expenditures, he may contact the Ocean ************ via the link found below:
  
  *********************************************
  
  Additionally, the ***************** may be contacted via email at **********************************
  
  All inquiries regarding Casino charges may be directed to these points of contact.
  
  We appreciate you allowing ** the opportunity to review this matter with your agency.
  
  Sincerely,
  
  ********** Executive, ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-HZ-12292022-1003

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/19/22 Sailing of Carnival Celebration On 12/22/22, I was threatened and assaulted by a fellow passenger. There is **** to back up my claim. She thew a plate at my back as I walked away from the buffet. I suffered blunt force trauma to my left shoulder, upper back, and neck. I requested security and followed their instructions. Carnival security misled me to believe I could file charges in ***** at the end of the cruise. That was a lie and they knew it. They refused to properly document the case even though I wrote several statements and on the next to last day, filed a written request describing the incident and my desire to press charges. When the Miami Dade ************* arrived on board to see me, security told the officer that I was hit with Ice Cream. That was a blatant lie and they knew it. The **** and my written statement all support my claim that she threw a plate at my back as I walked away from the buffet. My husband I were given the runaround from Security on board and afterwards when we called the Carnival ***************** I requested a refund on my future cruises based on the terrifying experience I had on Carnival Celebration. They refused. The way security handled my situation was unethical and irresponsible. Carnival Cruise lines does not have adequate, honest, well trained security on board to offer safe cruising for my husband and I. I am disabled and wear many medical devices and even that didnt make a difference in how we were treated. Security actually smirked at us at guest services before we disembarked. We told the Security officer that his fellow officers had lied to the ***************** about my incident. The cruise line called the police to ask them to come on but did not reference my statement but knowingly lied about the circumstances. The Carnival Security officer asked if I was there when they lied. Of course I wasnt, they called the police from their office. I was told to stay in my room. Carnival is unfit to secure safety.

  Business Response

  Date: 12/29/2022

  Thank you for contacting us about Mrs. ******* cruise aboard the Carnival Celebration.
  
  Were so glad ***************** chose to sail with us; however, it was disappointing to learn of her experience with another guest onboard.
  
  Im very sorry to hear of Mrs. ******* dissatisfaction with the manner in which we addressed her issues onboard and apologize that our genuine concern didnt make the impact it should have.
  
  Our records indicate ***************** contacted ***** Services regarding her incident at the Lido Buffet on December 22, 2022.  As per *****************, a plate with cake was thrown at her by another guest.  ***************** had advised she had already spoken with a Security ******r who advised the **** footage would be reviewed and the situation would be addressed with the other guest.  Complimentary laundry service was offered to ******************  ***** Services was advised by ***************** that she feels unsafe onboard following the incident and requested a copy of the security report for the intention of pressing charges against the guest.
  
  All information regarding Mrs. ******* incident was provided to the local authorities in *****, *******.
  
  Due to the sensitivity of Ms. ******* complaint, we have forwarded her file to the Security Liaison in our ***** Care Department. Once the investigation has been completed, she will be contacted directly via the phone number and email she has provided.  Due to the circumstances, we have expedited Mrs. ******* file. 
  
  We are sorry to learn that our valued guest is not happy with the handling of the situation described onboard her previous cruise.  In reference to her request to cancel her future Carnival bookings without penalty, it will be necessary for the appropriate department to review her incident.  Once a final determination has been made, she will be contacted directly.

  It is always discouraging for us to learn that our guests have returned home disappointed.  We hope we have the opportunity to win back Mrs. ******* confidence on a future Carnival cruise. 
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  ***** *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-CB-12292022-1002

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This concerns booking nos X63ZK9 (sail date 05/13/2022) and X68RV9 (sail date 08/05/22). I added funds to my account for purposes of using to ******. I have outstanding funds on my account (for each sailing) that I did not withdraw. I was notified by Carnival staff on-board that a check would be sent to me with the unused funds a few weeks after--this never occurred despite the passage a many weeks. I was instructed by Carnival to contact their casino department called Ocean ************ *********************************** which I did requesting my unused funds to be sent to me in a check, which I did. The representative, despite assuring me that a check would be sent and asking me to simply confirm my mailing address, then ceased talking with me altogether. As of this date, I know that there are $20 in unused funds for the sailing associated with booking no. X68RV9 (sail date 08/05/22) but do not know how much in unused funds are for the sailing associated with booking no X63ZK9 (sail date 05/13/2022) [I requested from ********************************* to provide me with this information but they have not responded despite the passage of approximately 10 weeks). The person I was speaking with at Carnival's Ocean ************s ***************************. According to ******, he would process my refund but he never did. ****** initially stated that unused funds (if not claimed) are donated to charity--I never agreed to that and Carnival's use of unclaimed passenger funds (when it possesses customer address information to which it could return unused monies) constitutes an unlawful taking of property for which it should be investigated. I am demanding a full accounting of my unused funds in my Ocean ************ accounts for the stated booking nos. and immediate return of said unused funds to the address that I provided ***************************. I am attaching a report for booking X68RV9 showing unused funds; I requested a similar report for other sailing but was not provided one.

  Business Response

  Date: 12/29/2022

  Thank you for contacting us about *********************************** ******* cruise aboard the Carnival Radiance.
  
  Were so glad **************** chose to sail with us; however, it was disappointing to learn he hasnt received the overage on his casino account.
  
  Im very sorry to hear of ****************** dissatisfaction with the manner in which we addressed his issues and apologize that our genuine concern didnt make the impact it should have.
  
  Due to the extended period of time **************** has been waiting for his overage check, we have requested a check to be sent directly from our ********************* in the amount of $120.00 USD total.  ****************** check will be sent to:
  
  ********************************************
  650 ********
  *******,** 91762-1640
  
  *************** should allow at least three weeks for his check to arrive.  We wish to thank **************** for his patience regarding this matter and sincerely apologize for his experience with the Ocean Players Club.
  
  It is always discouraging for us to learn that our guests have returned home disappointed.  We hope we have the opportunity to win back ****************** confidence on a future Carnival cruise. 
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  Guest *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-RD-12282022-4

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18648241
  
  I am rejecting this ******** because: I only received a check in the amount of $20.00. According to ********************* ****** of the President's ******** to my BBB complaint, I am supposed to be getting a check back in the amount of $120.00. When is the remainder of the check amount (i.e., $100.00) arriving? I am attaching a copy of that check to this ********.

  
  Sincerely,
  
  ************************************

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 18648241
  
  I only received a check in the amount of $20.00. According to ********************* ****** of the President's ******** to my BBB complaint, I am supposed to be getting a check back in the amount of $120.00. When is the remainder of the check amount (i.e., $100.00) arriving? I am attaching a copy of that check to this ********.
  
  Sincerely,
  
  ************************************

  Business Response

  Date: 02/24/2023

  Thank you for following up on Mr. ************************************ concern.

  We would like to apologize that he has not yet received the refund check of $120. Another request has been submitted for this amount. We ask that he please allow up to 3 weeks before he receives it. 

  Thank you.

  Guest *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178

   

• Initial Complaint

  Date:12/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Evening, my name is ******************************* and I am filing this complaint against Carnival Cruise for wrongfully charging my cell carrier during my stay on the cruise. On 11/26/21, I had a heart transplant, and this year was the one year anniversary for it. My friends planned a surprise cruise for the celebration. After the cruise, I got a message from ******** that I owe around $385 dollars for calling on my ************ number while on the cruise. There are two options for wifi on the cruise, which is the free option and paid option. My phone automatically turned on wifi calling when I connected to the free wifi. Just to make sure, I went to the customer service on the ship and after asking them about wifi calling, this is what they told me. They told me that if I have wifi calling on my carrier, which I do, and I am connected to the wifi, whether it's the paid or free version, then I can call free with no issues. After connecting to wifi, I got calls and made calls with wifi calling. Even after I left, the checkout told me I have no debt to pay. As I was driving home, I got a message from ******** stating I owe $385 for calling on the ship. I tried to resolve the issue with ********, and they told me that the cruise charged ********, and because of that ******** is charging me. I tried to call and email the cruise line's customer service, and there were numerous problems. One was the customer service representative was very passive about solving the situation. For a good 3-5 minutes she was wasting my time and telling me that there is no resolution, and after a little bit of extra talking she gave the customer service email. I emailed them on 12/20, and they still haven't responded. My ******** bill is due on Jan 4, and the customer service is avoiding trying to solve it before the due date. Please, I need help. I have a disability and can't afford the extra charge. I know I am within my rights and did not do anything to get charged extra fees. Proof is included.

  Business Response

  Date: 12/28/2022

  Thank you for contacting us about ************************************* cruise aboard the Carnival Radiance.
  
  Were so glad ********************** chose to sail with us; however, it was disappointing to learn of the roaming charges he incurred.
  
  This letter serves as confirmation that his email sent to ********** on December 21,2022, has been received and reviewed.  This letter may be accepted as our official response to his concern. 
  
  Any data and or roaming charges are billed at the discretion of the mobile carrier.  Mobile providers provide the option to block roaming and data charges when traveling abroad.  To provide further protection from this type of situation, airplane mode can also block a devices access to roaming.  The policies regarding the use of Wi-Fi Calling are solely at the discretion of the mobile carrier.  When traveling abroad or cruising, it is important for guests review their travel plans with their carrier so they may advise the guest accordingly regarding potential roaming charges.
  

  We are truly sorry things didnt work out as ********************** wouldve liked;however, we are not able to offer him a refund for his roaming charges.
  
  It is always discouraging for us to learn that our guests have returned home disappointed.  We hope we have the opportunity to win back ************************ confidence on a future Carnival cruise. 
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  ********** Executive, ****** of the President
  Carnival Cruise Line
  3655 ********************************************** 33178
  
  INQU-SS-RD-12282022-2

  
  

  Customer Answer

  Date: 12/30/2022

  Complaint: 18647979
  
  I am rejecting this response because I contacted ******** and they are stating that the cruise charges them and as a result I get charged. I asked ******** for an official statement from them stating that the cruise line charged their company, and they said I have to contact their legal department by mail. No email, no phone number, just plain old mailing. I spoke with the representative **** *****, from ********, *****. Her employee number is ********. She informed me to mail the legal department, and this is their address. **************************************************************************. Another thing is that when I got home from the cruise, I got two phone calls from my child's school and when they called my phone told me the phone number is from *****, and the second call from *****. I also made a call to a friend in the **, and it said I was calling a number in ******. These numbers are supposed to be a ** number. ******** did not give me any explanation for this. I think it might be ********** fault, because when I came back to shore, the school's phone number issue happened, meaning there is something wrong on ********'s end. I think this issue needs to be resolved with ********, because they are also making it hard to get any official statement. They also told me in order to solve this, they need to talk to my lawyer, which I don't have. I told them BBB is assisting me in this. Please help me resolve this issue. I also sent a screenshot of my call log so you can see what I mean when I say the ** phone number apparently came from ***** and *****, and my outgoing call to a ** number that says I called a ******* number.
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/04/2023

  Thank you for contacting us on behalf of ************************************
  
  We are sorry to learn of ************************ continued disappointment with this mobile provider.  Our team has carefully reviewed his request and our position remains unchanged.  We truly regret things didnt work out as ********************** would have liked, but this is our final disposition on this matter.
  
  We appreciate his understanding.
  
  Guest *************** ****** of the President
  Carnival Cruise Line
  3655 **************, *****, ** 33178
  
  INQU-SS-RD-12282022-2

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18647979
  
  After your email, I contacted ******** and they stand their ground about your company charging me. To the BBB agent reading this, can you please contact ******** to resolve this issue? If this issue ends up going to small court, I need some type of official document from both sides as to who is charging me and who is not.
  
  Sincerely,
  
  *******************************