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:07/12/2023

  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.

  Upon booking a cruise with carnival we were advised we would have $500 onboard credit. Now that the cruise is approaching there is not an onboard credit. This is the second issue we have had with carnival. The last issue was with an excursion that was booked for a float plane and a a zip line. The zip line did not occur and we were told it did include a zip line. We had the booking and took it to the onboard service desk. We were advised this was a mistake and not compensated or even given an option to rectify the mistake. I feel they are operating a bait and switch which is not legal. Please help so this does not happen to anyone else.

  Business Response

  Date: 07/13/2023

  TBBB COMPLAINT # ********
  MARDI GRAS 08.26.2023
  Booking # X81WD7
  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 apologize for any inconvenience; however, the booking was created via carnival.com over a year ago, on 05.02.2022 by *********************** with the selected promotion P7H and her $300.00 deposit was applied and she opted for Easy Pay installments which means that every month a guest cabin confirmation was sent to the same contact noted on her complaint E-mail: ********************* Confirmations: 05.02.2022, 06.02.2022, 07.02.2022, 08.02.2022, (09.02.2022 denied) 10.02.2022, 11.02.2022, 12.02.2022 (01.02.2023 denied) 02.02.2023, 03.02.2023, 04.02.2023, 05.02.2023 the booking is paid in full and ******* added gratuities via carnival.com Manage My Cruise on 06.19.2023 and as they are optional the booking does remain active with ******* and TBA; however, there is a balance in the amount of $203.00 for the gratuities.
  
  That said, ******* called in on 07.12.2023 and was advised that the rate code she selected does not include OBC (on board credit) and never did. 
  
  Additionally, in reference to a shore excursion statement noted below****, she did not reserve or participate in a Carnival Adventures tour on her last sailing 04.21.2022 and prior to that she sailed in 2019 and those records are no longer available due to data retention policies and, for her current sailing, she has not at any time reserved a tour. 
  
  ****This is the second issue we have had with carnival. The last issue was with an excursion that was booked for a float plane and a a zip line. The zip line did not occur and we were told it did include a zip line. We had the booking and took it to the onboard service desk. We were advised this was a mistake and not compensated or even given an option to rectify the mistake****
   
  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:07/11/2023

  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.

  Hello, my name is ***********, I booked this trip a few months ago, in order to let my children and family have a happy holiday, our family did not board the cruise ship 07/07/2023. our family lives in the **************** **, it takes about two hours from my home to **********, so we 9:00 Departure, arrived at the boarding place around 11 o'clock, we showed the green card (original) and the extension letter of the green card, the staff told me that I must show the original of the letter, It was about twelve o'clock at this time. If I go home to get the original extension letter and come back, it should be 4:30PM, but the last time to board the ship is 4:00. The most important thing is that in their reminder, I did not see that the original extension letter must be shared.but there is no time. We decided to cancel the trip around 1:00 pm, so we called to cancel, and the person gave a good suggestion to go to a nearby immigration office to get a new green card extension letter. We get there They were already off work at that time.They were really nice and worked overtime to help us with the process. , we returned to ********** immediately. At that time, the car navigation showed that it was 4:10. In order to know whether it is possible to board the ship in advance, we called them. on the way and told them that we will arrive about 10 minutes late. They told us that there is no problem, and that they know our information, will inform the management department, and tell me to drive safely. There are phone recordings, you can check and Due to the speed of the car, we almost had a car accident. Finally, we arrived at the boarding gate at 4:10, but the staff told us that we could not board the ship. I told them I had called on the way back and you guys told me it would be 4:10. I risked my life to rush there, and they told me I couldn't board the ship. I want the company refund all the money .my phone **********

  Business Response

  Date: 07/14/2023

  BBB COMPLAINT # ********
  Carnival Radiance 07.07.2023
  Booking # R8V0Z9
  Consumer: ************
  Agency booking Guests are CN Passport and CN Residents

  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 apologize for any inconvenience and we are truly sorry that our valued guest was unable to provide the required documents prior to embarkation time. 
  
  *************************************************************;
  
  Proper travel documentation is required at embarkation and throughout the cruise. Even though a guest has completed registration using Online Check-in, it is still the responsibility of the guest to present the required travel documents at the time of embarkation. Guests should check with their travel agent and/or government authority to determine the travel documents necessary for each port of call. Any guest without proper documents will not be allowed to board the vessel and no refund of the cruise fare will be issued. Carnival assumes no responsibility for advising guests of proper travel documentation.

  Unacceptable Forms of Documentation
  

  Copies of any WHTI-Compliant document
  
  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: 07/14/2023

   
  Complaint: 20308186
  
  I am rejecting this response because:When we finished the documents from the immigration office, on the way back to board the ship, we called them if they arrived at 4:10PM, can they board the ship? If not, we can cancel the trip at 3:10pM, and part of the cost can be refunded, but they told me on the phone that I can board the ship at 4:10. As a result, we were not able to board the ship and the fee was not refunded. If they tell me it's 4:10 and you can't get on the boat. Can I cancel my trip and get a partial refund,they can listen to phone recordings
  
  Sincerely,
  
  ***********

  Business Response

  Date: 07/14/2023

  BBB COMPLAINT # ********
  Carnival Radiance 07.07.2023
  Booking # R8V0Z9
  Consumer: ************
  Agency booking Guests are CN Passport and CN Residents
  
  We are sorry to learn that you remain displeased and although we empathize with your position our response is not a favorable one, we certainly understand your frustration.
  
  The full cruise fare penalty in the amount of $898.00 applies as noted in the Cruise Ticket Contract for guests unable to sail 14 days or less prior to embarkation
  
  ****************************************************************************************************************************;
  
  We refunded the taxes, fees and port expenses in the amount of $416.80 to **** x **** and no additional compensation is due.
  
  We truly regret that we are unable to come to an understanding and this is our final disposition. At this point, we must advise, we will no longer be responding to correspondence related to this matter and apologize for any further disappointment.
   
  Kind Regards,
  Carnival Cruise Line
  
  

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20308186
  
  I am rejecting this response because:We went to the immigration office to process the documents according to your requirements, called you on the way back, and arrived before 4:10 PM according to your requirements on the phone, and prepared all the documents that should be presented. But after we arrived, your service department refused to let us board the ship, which is your breach of contract. Please refund all fees and apologize!
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:07/11/2023

  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.

  What is June 30, 2023 on the carnival Valencia at the casino Royale it was my 60th birthday I sit down to have lunch everyone ordered I started to eat it was wonderful. I went to take another bite and my mouth was I felt munching this in my mouth and I was like is this the red onion and I kept crunching and. Continue to crunch when I was like. Something is funny and I spit out glass from my mouth that was in my food my family by the way contacted the waiter, which contacted the chef they came out asked me if I needed medical attention, I said no I was very upset. They asked me if I wanted something to eat. I was so upset with the situation of happening especially on my 60th birthday on the cruise that I had booked weight and events that my children are here for the very first time. they asked me at that time if there was anything that they could do I said no but that I will have been contacting Carnival. When I get back home we went out on ***********. We came back to find our Alapali ***** notes with chocolate covered strawberries, and some dessert. At that point I feel like a slap in my face as much as Ive cruise on carnival and never had a bad experience that was just not the only thing for it being a new boat some of the common spaces fell smaller the situation that happened with the extra activities on the boat. My daughter was telling me that several nights on her floor or you heard was the kids screaming and running through the hallways, acting the fool and crazy out of control and for me to come back and truly think about my next trip in December on the same boat out of *************. It hurts me if it was up to me. I will cancel the trip and put it for some thing else but I have extra families coming along first time cruises also it also concerns me. How big was the glass was I crunching on glasses Im chewing on my food. I couldve seriously hurt myself cut my mouth but let me get off my apology. Note with some chocolate covered strawberries

  Business Response

  Date: 07/12/2023

  Thank you for reaching out on behalf of ****************************

  We're delighted she celebrated her birthday with a cruise aboard the Carnival Venezia. We know that this was a very special time in her life, and we appreciate that she chose Carnival as the venue for her celebration.

  Im sorry to learn of the issue she described with finding glass in her food and thankful she was not hurt. The strawberries that were delivered to her cabin was done as a gesture of goodwill and can in no way make up for what she experienced. However, it was intended to convey their sincere apologies and to make amends for what occurred. 

  I personally apologize again that her special birthday celebratory cruise was not the happiest it could have been but do hope that she will be able to reflect on the more enjoyable times she has spent onboard.

  We are unable to honor her specific request for a refund. However, we would like to offer her an onboard credit in the amount of $100 USD*. Please use the link below to provide us with the new booking information. We will gladly make the arrangements to have the credit applied to the shipboard Sail and Sign account.***************************************************************************
  *This onboard credit has no cash value, is non-transferable and must be redeemed by July 31, ****, on any Carnival Cruise Line departure open for sale.

  Sincerely,

  Guest ********************** of the ****************** style="font-size: 0.875rem;">Carnival Cruise Line
  **************
  *****, ** 33178

• Initial Complaint

  Date:07/11/2023

  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.

  My mom ***************************************** was not allowed to board the cruise even though she has a valid multiple entry ** **** until **** to come back to US which is the only thing needed for travel as per the travel documents required that is clearly mentioned on Carnival's website. ******************************************************************** They just say it's the customer's sole responsibility to check the required travel documents, but do not give a proper answer to my basic question of what are those valid documents they are expecting & where did they mention it. Because, everywhere on their website & even on the boarding pass its mentioned for non-US citizens that valid passport & multiple entry ** ****, which she absolutely has and still not allowed to board. I see they are purposefully avoiding my question and giving a generic response & trying to close the matter, which is not appropriate. I am attaching the correspondence from them on this matter for your kind reference!We traveled all the way from ****** to *********, a group of 20 people and she had to miss the whole cruise. She is an old sr. ******* & cant speak English and it was a total mess to leave her back in the port alone at that time with no help & send her to ****** with a lot of difficulty. We expect minimal immigration knowledge to have with the Carnival staff being so many international visitors taking cruise and this is absolute lack of knowledge and not even ready to hear when we try to explain.I would like to request for a full ********************* for this distress and the whole family was upset throughout the vacation missing her, being this our first cruise trip for all of us, it was a nightmare.Booking number *************** Ship name Carnival Vista Sail date 05/27/2023 Your state of residence* **

  Business Response

  Date: 07/12/2023

  BBB COMPLAINT # ********
  Carnival Vista 05.27.2023 
  Booking # G5N2Q0
  Consumer: Jaggavarapu, Rakesh 
  
  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 apologize for any inconvenience and we have obtained documentation form our ship personnel which reflects that ************************** had with her at embarkation her Indian Passport and an application for her expired ****. She did not have the required documentation to travel and therefore was denied. 
  
  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: 07/13/2023

   
  Complaint: 20305223
  
  I am rejecting this response because: Carnival never answered my question regarding the non-** citizens required travel documents, everywhere on their website and even on boarding pass they have mentioned about having valid passport & multiple entry **** only, based on which we have planned everything for the vacation. But, surprisingly while boarding they came up with **** requirements which they havent mentioned anywhere in their domain and even now they are saying same repeatedly, ignoring my basic question above. So, kindly help me with a meaningful resolution as this is their absolute contradiction with their own provided info.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/14/2023

   Thank you for the opportunity to respond once again.

  Our original response was a sincere effort to address the 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.

   Form I-94 is the arrival/departure record that visitors to ***************** receive at a border entry crossing. When you enter the country via air, you receive a card to fill in which you must hand to a border control officer on the ground. This system has undergone an upgrade and is now completely electronic.
  

  Every visitor who is a non-citizen receives an I-94. International travelers visiting ***************** can apply for this in advance as well. The **** admission number/record is proof of legal visitor status.

  The **** date is not the same as your **** expiration date. In fact, both, serve entirely different purposes, so it is important to know the differences between the two. Your **** date is the official record of the authorized length of stay that you have. This means that, while you *** hold a multiple exit/re-entry **** which is valid for 10 years, your **** record *** only indicate a validity period of 6 months. In a case like this, you will need to depart after 6 months. Alternatively, you will have to apply for an extension in order to stay longer.

  As a rule of thumb, remember that your **** expiration date is what you should go by when determining the authorized length of stay in *****************. If you stay past your I-94 expiration date then you become out of status. In this case, your **** is automatically cancelled. An overstay can also become unlawful presence. This can lead to more problems, including arrest and deportation by **** authorities.

  The **** date is the last day you are allowed to enter into the country while the **** date is the documented entry and length of stay you are allowed. In many instances, the **** date expiration comes before the **** expiration date. Its imperative to not stay in the **** past the I-94 expiration date otherwise you are out of status and your **** is canceled at that point.

  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: 07/14/2023

   
  Complaint: 20305223
  
  I am rejecting this response because: Carnival is still ignoring what my main concern is about why did they not mention a valid I-94 is needed for non-** citizens, but they just mentioned only multiple-entry **** on their website & boarding pass even. They have been ignoring to accept their wrong info when I have tried to communicate with them on this issue and even now when I am dealing this matter via BBB.

  And, regarding I-94 validity they have mentioned in their response below, we absolutely know the difference between **** & I-94 and we did follow the *** instructions to stay legally in the ** and filed necessary extension on time before the initial I-94 expired and also given required biometrics as well and eventually that requested extension is approved too.

  Importantly, I-94 is given/needed to stay legally in the *** and nothing concerned about departing the country or to re-enter. Here, we are boarding the cruise to depart the country, so I-94 has nothing to do and to return from the cruise one needs a valid ****, which has it. And if they really want to be sure about her legal stay in the *** to depart & return, absolutely she was maintaining the legal status in the *** by timely filing for I-94 extension and while its in process with the ***** she has right to stay until its approved which eventually did. We have shown the timely filed extension receipt notice and also biometrics taken acknowledgement as well, but they didn't allow her to board.

  They are just trying to get away saying its final decision by ignoring the facts and not answering straight to the point on the validity of information they provided on their website & boarding pass which any guest would follow and make sure they have required documents. No one risks knowingly and get into this kind of mess and loss of money & peace of mind and spoil the vacation!

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

• Initial Complaint

  Date:07/10/2023

  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.

  On 12-15-22, I and my cruise companion ***************************, booked 2 cruises with Carnival Cruise Consultant ******* ******* At the time of booking I informed ******* that I was NOT covid vaccinated. She stated that Carnival was "recommending" vaccines but only "required vaccines on cruises lasting 14 days and longer. At that point, we booked the 2 cruises (booking #J9B5M1 and J9B5Q4). 15 days later I signed the Vaccine Attestation required by Carnival and clearly stated that I was not vaccinated for Covid. I began making payments which Carnival accepted. The final payments were made 4-10-23 totalling $7845.26, for the 2 cruises plus the airfare. Since the original booking on 12-15-22, through the Vaccine Attestation 15 days later, and through the final payment on 4-10-23, Carnival Cruise Lines said absolutely nothing about my vaccination status. I had no reason to question it because it was made extremely clear to me at the time of booking that vaccines were recommended but not required. On July 7, 2023, I received an email from Carnival Cruise Lines stating that because I was not vaccinated for Covid I would not be allowed on the ship. Their policy stated that vaccines had to be completed 14 days prior to sailing, yet the email was sent out on 9 days prior to sailing. I was forced to cancel both cruises. On 7-10-23, I spoke to Supervisor ******* who informed me that Carnival will not issue a refund due to its Covid Policy. That policy clearly states that if an Exemption Request is NOT approved, "If we are unable to approve your request, you and your travelling companions in the same stateroom will be eligible for a full refund of the amount paid to Carnival." I am entitled to a full refund.However, Supervisor ******* refused to refund the money paid in full as of 4-10-23. This is 100% the fault of Carnival Cruise Line! It was abundantly clear the entire time that Carnival was accepting payment from me that I was not Covid vaccinated.

  Business Response

  Date: 07/11/2023

  BBB COMPLAINT # ********
  Carnival Splendor 07.16.2023  
  Booking # J9B5M1 - AND -

  Carnival Splendor 07.31.2023

  Booking # J9B5Q4

  Consumer: *****, Shaughnessy 
  
  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 apologize for any inconvenience; however, on the multiple confirmation sent the below is included in the IMPORTANT GUEST NOTES : 

  This voyage is available for guest who meet COVID-19 vaccination, testing and destination requirements. Unvaccinated guests 12 and older with a medical condition are required to apply for a vaccine exemption. Sailings of 16 nights or longer require guests to be boosted (if eligible). Please visit the Have Fun. Be Safe. page on Carnival.com.au for full details. 

  All guests, regardless of vaccination status, are required to take a self-administered Rapid-Antigen Test (RAT) within *********************** a PCR test within 72 hours prior to boarding. Declaration of a negative result is required to cruise. 

  Additionally, some countries require for all guests to hold international travel insurance that has both cruise and COVID coverage. Guests must bring printed proof of travel insurance and present it at check-in. Guests may also be requested to present it during the cruise. Any guest who is unable to provide proof of holding suitable travel insurance will be denied boarding.

  Therefore, we ever so kindly ask that you refer your request to your insurance carrier for consideration.

  ***************************************************************************;
  
  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: 07/11/2023

   
  Complaint: 20300842
  
  I am rejecting this response because: company's notification of policy/ protocol was not sent until 7-7-23. Carnival has been aware of my vaccination status since 12-15-22, both verbally communicated and in a signed attestation. Additionally, company policy clearly states refund eligibility for denied exemption request. Carnival was fully aware of my status the entire time it accepted payment yet said absolutely nothing until 9 days from embarkation. 

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

  Business Response

  Date: 07/12/2023

  BBB COMPLAINT # ********
  Carnival Splendor 07.16.2023  
  Booking # J9B5M1 - AND -
  Carnival Splendor 07.31.2023
  Booking # J9B5Q4

  Thank you for the opportunity to respond once again.

  Our ********** sailing ships have been and continue to be, as noted on every communication sent - ********************************************************************** - in line with government protocols, until further notice, we will operate vaccinated cruises with our enhanced protocols. All our operations will follow these guidelines so we can maintain the confidence of the destinations we visit and deliver on our itineraries and guest experience.

  As well as, Guests traveling on a South Pacific cruise that calls on ************* (****** or Lifou) must present printed proof of travel insurance at time of check-in. The selected international travel insurance must have both cruise and COVID coverage. Guests may also be requested to present it during the cruise. Any guest who is unable to provide proof of holding suitable travel insurance will be denied boarding.

  Our original response was a sincere effort to address the 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: 07/12/2023

   
  Complaint: 20300842
  
  I am rejecting this response because: the implication is false. That information was NOT clearly stated on every communication. It was not stated verbally by Cruise Consultant *******, who was very informed of vaccination status on 12-15-23. It was not communicated in the signed Vaccine Attestation form just 15 days after booking. It was not stated in any of the communications verifying payments made. It was ONLY stated clearly in an email directly to me on July 7. Additionally, Carnival is refusing to acknowledge that it's policy clearly states that a refund is eligible after the denial of an exemption request. I've already requested the medical exemption and was denied. I did everything along the way according to the information I was given. Carnival has no right to tell me I can't sail and then keep my money. 

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

• Initial Complaint

  Date:07/10/2023

  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.

  I booked a Group booking April 2023 for 20 Cabins, we have 14 booked, I contacted Carnival today about Group excursion. I talked with group planning department was advised that my group CAN NOT book a group activity and we all be together. I was told to book separate. At time the group was setup, I asked if a group booking for excursion would be issue, I was told NO. Carnival handles groups all the time, and we would not be separated. This 50th birthday cruise and a short 3 day function. I'm VERY upset that Carnival lied to me, and the rep refused to allow me to speak with a supervisor. Instead a team lead bye the name of ****** took the call. She was rude, and very unprofessional. She advised me that we can cancel and Carnival will keep the non refundable deposit. At this rate, I'm going to reach out to the other cruise lines to see if they can assist in saving the 50th birthday cruise. Carnival lack of service, and unprofessional behavior is unacceptable. It's sad that carnival does not care about the experience, just the money and lie to get the groups to book. 26 people should not have a issue booking a group activity on the FUN SHIP. I'm very disappointed in this process and will NOT use them for our family reunion next year.

  Business Response

  Date: 07/11/2023

  BBB COMPLAINT # ********
  Carnival Radiance 12.01.2023, 3 day sailing
  Group Booking # S2P5B4 ( S2Q1Z4 for ***************************** and TBA) 
  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 apologize for any inconvenience; the group was created 05.11.2023 and the 13 cabins created under non-refundable deposits and ****************** was advised that the specific tour she wanted to book is not available for the number of people she is requesting and that she can select a different shore excursion and we are limited to vendor availability, the tours are not operated by Carnival. 
  
  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: 07/12/2023

   
  Complaint: 20300837
  
  I am rejecting this response because: The representative responded to my claim without contact. The response is not only false, its incorrect Im requesting in writing a list excursions my group can attend all together at the same time. I was told bye Carnival that this sailing doesnt not offer group excursions that can accommodate the group. Carnival Group representatives lied to get us to book the group with them, under false advertisement that they can accommodate the group. This is pattern for Carnival, I will make sure know other group will be lier, and misinformed bye Carnival going forward. I expected a detail response to my request in writing, as well as contact from Carnival. Im going to ask my group to start tweeting the Arison family.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/13/2023

  Thank you for the opportunity to respond once again. Please reach out to **************************************** in regards to a written response.
  
  Our original response was a sincere effort to address the 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: 07/14/2023

   
  Complaint: 20300837
  
  I am rejecting this response because: Carnival original response stated that other tour excursions was available to my group. Which, I know is factually a LIE. Since, it was stated in written to resolve my complaint of false advertisement bye Carnival. It's simple to have someone reach out and provide me with a list of actual tour excursions that was said to be available. It's a simple request per Carnival original statements. I do not have time for lies, and I'm expecting ACTION from Carnival. My next move will be contacting the federal government and sending a formal complaint to Carnival with the attached complaint, and the lack of response from Carnival. 

   

  I have 26 people in my group send me a list that will accommodate my group. It's a simple request why is Carnival making it differcult? Because the response was a lie, and ******* intentionally mislead and lied to get me to book the group with Carnival over the other cruise lines. That's factual information, Carnival response has clearly contradicted the original response. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

  I am a travel agent. I am working with a client that wants to book a group cruise for 180 cabins for a group event. I spoke to a representative on 07/07 they told me that I would have to book ********* at a time and continue calling back to add the additional cabins. On 07/10 I called the group department back and asked them to add an additional *********. I was put on hold several times and operators never returned back on the phone to assist me. One operator told me that she could not add an additional 50 bookings to my group and hung up on me. The customer service has been terrible. All I need is someone that can help me book 180 cabins for a very high profile customer that I have been working with. I need 180 cabins booked for Jan.25 **** Cruise on the Magic ship. Please help! Nobody in the **************** has been able to assist me. My existing booking number is V4C1Z0. My name is ***********************************, my telephone number is ************

  Business Response

  Date: 07/11/2023

  BBB COMPLAINT # ******** 
  Carnival Magic 01.25.2025
  Bookings:T7V2P0
  Consumer: *************, Tara 
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued travel advisor for Inteletravel is displeased with the timing and handling of the situation. 
  
  We apologize for any inconvenience and her request escalated to management and a call made by ****** ***** regarding the three total groups being held for this sailing. 
  
  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: 07/11/2023

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/10/2023

  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.

  I sailed on Carnival SUNRISE on 6/12/23 - 6/17/23. My account was paid in full at debarkation. I was charge $153.17 for Carnival GLORY. Both my travel agent and myself have emailed Carnival ********** numerous times and there has been no response. I have never sailed on Carnival Glory and I want my money returned to my account.

  Business Response

  Date: 07/11/2023

  Thank you for reaching out on behalf of **********************

  We're sorry to hear of the concerns she is having. It will be necessary to research her claim and we will have someone reach out to her for further discussion.

  Sincerely,

  Guest *************** ****** of the ************************* style="font-size: 0.875rem;">Carnival Cruise Line
  **************
  *****, ** 33178

• Initial Complaint

  Date:07/09/2023

  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.

  The first few hours were fine on the ship before we got into our room. Then we went and took a nap. When we woke up we walked to dinner and my fianc became increasingly itchy. Upon further investigation we noticed MULTIPLE bug bites all over her legs. Im not sure if the issue is bed bugs but all they did was change the sheets and said that if she wanted to see a doctor we would have to pay for it!!!! Wow! This has not been a good first experience. No compensation, help or anything! They finally after telling us 3 times there was no other rooms available, just called and said they can move us 2 floors up. Away from our family. Wow

  Business Response

  Date: 07/10/2023

  Thank you for contacting us on behalf of *********************

  We're sorry to hear about the experience he is currently having onboard. We ask that he please address all issues with the ***** Services Desk while onboard. 

  Sincerely,

  ***** *************** ****** of the ****************** style="font-size: 0.875rem;">Carnival Cruise Line
  **************
  *****. ** 33178

• Initial Complaint

  Date:07/09/2023

  Type:Product 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.

  Short story, Carnival charged me $2,506.96, canceled my cruise, refunded me only $1,506.96, and left a $1,000 "cruise credit" without telling me so I didn't know it existed and now they won't let me have a refund and are making me use the credit in the next 2 months or it is gone.Long story, booked cruise (L15TQ6) & paid $1,000 down. Cruise was canceled for COVID by Carnival. Carnival agent told us they could take that $1,000 and transfer it to another cruise (M86ZN6) AND we would be given $600 on board credit. So, we did. Then, that reservation was canceled By THEM By EMAIL 1 week before our cruise with 1 sentence & no explanation. We find out with our agent that it was that our kids didn't have a COVID exemption for not being vaccinated which we were never told they needed an exemption (this was before kids could even be vaccinated so duh they aren't vaccinated). The email said we wouldn't be penalized and that we would be refunded. They refunded the $1,506.96 but didn't refund the $1,000 and they never even told us this and this whole time we still have a $1,000 "cruise credit" somewhere. It can't even be found on my account online, I have no email saying I have it, and I have no way of using it online to book with it. It's not even shown on my account when I try to book on the phone unless I give them that original booking # which no one told me I could do. I recently (2 years later) stumbled upon this error and realized that Carnival owes me $1,000. I was on the phone with them for 3-5 hours and got to the executive resolution department. Every resolution member confirmed that I had been charged $2,506.96 and ever member confirmed that I had only been refunded $1,506.96. AND, they all said they would not and could not give me my money back because it is a "cruise credit" that I have to use by September 2023 (2 months away). They also refused to extend deadline. They admit to keeping, hiding, making it hard to find, and not letting me use it. Robbery!!!!

  Business Response

  Date: 07/11/2023

  BBB COMPLAINT # ********
  Carnival Dream 07.25.2021 
  Booking # L15TQ6
  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 apologize for any inconvenience and our records indicate that the $1,000.00 FCC has been redeemed on Carnival Miracle 09.06.2023 booking # V5K4Q2; therefore, no additional compensation is due. 
  
  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: 07/11/2023

   
  Complaint: 20293838
  
  I am rejecting this response because:

  It is correct that I made a booking because it was made very clear to me that I had no other choice.  That was not the desired result that I was after.  Ultimately, I am okay with what has happened because I was able (fortunately) to find some people who were able to use the credit.  However, these ***** credits were horribly mishandled.  Using them is very difficult because they don't exist online, there is no email saying I have it, and if you call to book without telling them about it, there is nothing on their end that lets the booking agent know you have it unless you tell them the original booking number.  The "cruise credit" could not be used for deposits, taxes, or fees which made booking and using all of the $1,000 even more difficult because there were so many things it couldn't be used for which makes no sense because it was originally my $1,000 I paid for.  Lastly, when I did finally get one picked out, it took one phone person a very long time to get it working and then she ended the call before the credit was applied and after business hours and the cabin was listed as going to be forfeited after 12 hours.  So, I had to wake up first thing in the morning the next day to call and get that taken care of.  All in all, I probably spoke to a total of 7 or 8 different Carnival reps to get this $1,000 used.  In ideal situations, this credit would have appeared on my online account, I would have received emails and communication about having it, and it would be able to be used online, or easily over the phone.  
  
  What I would consider a response that I would accept is some communication and ownership from Carnival that they really mishandled the ***** cruise credits, that they made them too difficult to use, and too difficult to redeem.  I would also appreciate a plan to make this better in the future.  That's what ownership is.  Apology PLUS, here is what we are going to do to make it right.  Like I said, in ideal situations, this credit would have appeared on my online account, I would have received emails and communication about having it, and it would be able to be used online, or easily over the phone.  

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

  Business Response

  Date: 07/12/2023

  BBB COMPLAINT # ********
  Carnival Dream 07.25.2021 
  Booking # L15TQ6
  Consumer: *********, ***********;

  Thank you for the opportunity to respond once again.
  
  Our original response was a sincere effort to address the 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: 07/12/2023

   
  Better Business Bureau:
  

  Although I don't like the result of the matter, I can accept this response but would really like some sort of clear plan stated by Carnival regarding how they plan to address these "cruise credits" differently in the future to where they aren't so difficult to be aware of, find them, know what they are able to be used for, and be able to actually use them.  As it stands right now, after my current booked sailings end, I don't plan on doing business with Carnival anymore unless some communication is given to me regarding what their plan is to not make this happen again to myself or others. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************