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:06/01/2023

  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.

  Carnival, This has been the absolute WORST vacation cruise I have ever had! I spent almost ******* to bring my mom and niece who have never been on a cruise and this was their experience??!! You have got to be kidding me times ****************! FIRST OFF I BOOKED WITH 500 ON BOARD CREDIT FOR MY ROOM AND 200 FOR MY SECOND ROOM AND NOTHING WAS CREDITED AND NO ONE CAN FIGURE IT OUT EVEN THOUGH I HAVE A PAPER SHOWING SO! Not only that this crew is a **** joke times **************! They were inattentive and didn't care. I cruise carnival because of the people they have been absolutely perfect and amazing until this time! The only perfect thing was the dining room associates they were amazing other than that this is the worst and this crew is perfect trash! I will NEVER cruise carnival again I'll start perks elsewhere, it's not worth it! I work extremely hard for my money to waste it on t his absolute negligence! I will never and never ever cruise carnival again! I'll also blog and send this story to our news channels so they can understand what carnival cruises are like!!! Not only that the FALSE advertising of what I booked and got nothing because NOBODY here understood and when they tried to reach out they received a reply that they would NOT honor it! Thanks for nothing and you have LOST A TRUE CUSTOMER BECAUSE WE ABSOLUTELY LOVE CRUSING BUT I WILL NOT SPEND MY MONEY WHERE ITS UNAPPRECIATED! ALSO, YOUR bartender **************************** is the worst! I've never seen someone so selfish and unattended! MY husband, kids and I asked for our comp water and he laughed! I'm so not sure of what the funny part was....I pre paid gratuities for both my rooms but that will never happen again! I will not prepay for this treatment! I hope you reap what you sew! You literally ruined my entire family vacation and the first for my mom who's 63 and my niece 16 with mental issues they Gate crusing and don't ever want to do it again. Me and my Family love it but NEVER CRUISE CARNIVAL AGAIN! We cruise Legend because ours girls know the boat and everyone clings to them but you all have literally lost a customer and I know one family doesn't mean much to you but to us it's a HUGE DEAL! I APPRECIATE EVERYTHING AND EVERY CRUISE PRIOR TO THIS ONE! You have got to figure out the false advertising or my lawyer will....you have 10 days and I'll take it from there! Thanks for nothing and ruining our week off work! We should of done something different! I'm truly disgusted with this experience!! I can't take it! I will definitely go through with the legal route!

  Business Response

  Date: 06/01/2023

  Thank you for reaching out on behalf of *********************. Im sorry to hear about her disappointment regarding her overall cruise and the onboard credit.

  When **************** bought her concern to our shipboard personnel, she was advised they will contact our main office to investigate her request. After receiving notification from our main office,it was determined that the fare code (PBP)selected on 03/24/23 when she booked her reservation did not offer $500 onboard credit or any other promotional onboard credits. We do send out multiple email confirmations prior to our guest cruise where they are able to see any promotional credits listed on their bookings. We are unable to honor her specific request.

  I respect her honesty about how our service have caused her to lose faith in us but want to reassure her that her comments have not fallen on deaf ears. I would like to personally apologize to her for the behavior exhibited by our staff members. Im sorry to hear that this cruise is potentially her last cruise with us, and we can only hope in time she can forgive us and give ** the opportunity to regain her confidence.

  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  ***************************************

• Initial Complaint

  Date:06/01/2023

  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.

  Traveled with the carnival sunshine cruise ship. We were in a storm the boat was rocking water flying all over our room drinched hallways we sailed right into a storm and were never told anything about what was going on. Called carnival and they wouldn't even reimburse our money i have 2 adults and two kids and what we were put thru was absolutely terrifying

  Business Response

  Date: 06/02/2023

  Thank you for contacting us on behalf of Ms. ************************************* sorry to hear about her past cruise experience and want her to know that the safety and wellbeing of our guests is our top priority. We ask that **************** provide ** with a little more information from her cruise so that we may properly address her concerns. We will need to know her booking and cabin number. Once this information is received, we will review her concerns.

  Thank you for allowing ** the opportunity to review this matter with your agency.

  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  *************************************************

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20128624
  
  I am rejecting this response because: they asked for my cabin number i was in room **** my reservation number was left in my room with all my paperwork
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/05/2023

  We would like to thank *************************** for providing her cabin number. However, we are unable to locate her profile. I do apologize but we will need a little more information to address her concerns if she can provide her VIFP#, date of birth, date of cruise or advise ** if another last name was used on the booking or maybe her travel with name who shared the same cabin with her. She may also check her email where Carnival has forwarded her cabin confirmation.

  We would like to address her concerns, but without legitimate information we won't be able to move forward.

  Sincerely,
  

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

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20128624
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/29/2023

  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.

  Attention: Carnival Cruise Line CEO, Office of the President **************************** and entire ***** of ********* and Team RE: Sail Date May ***** Booking# M5W5D8 I am writing you and your team requesting assistance with an issue concerning my most recent experience onboard Carnival Sunshine this past week. If I am correct, your mission statement states that Everyone deserves the right to a great vacation, and your goal is to deliver safe, fun, memorial vacations at a great value. Well, your team failed miserably during this sailing and here is why:Unfortunately, as we returned back to **********, we met adverse weather conditions. I am well aware, that no one can control the weather; however, what we can control is our response. As Im sure you have seen on the news, including Good Morning America, and all social media platforms the horrific pictures and videos of the damage to the ship, but the crew members and passengers. Now I want to let you know the damage that it has cause me personally, as well as the members of my party. I, now retired and disable, already suffer from anxiety, depression and PTSD from working 30 years as a healthcare professional (retired nurse) until Covid hit in 2020 and changed healthcare forever, saved what little money I had for a getaway vacation to relax. With that being said, this experience set me back mentally 2 years, and it was far from relaxing as we returned. Personally, I feel there were several unwise decisions made by the crew and captain on the evening of May 26, 2023 continuing on thru May 27, 2023. One being, to try to stick to a schedule and sail through a storm that in, hindsight, had been predicted since Monday May 22, 2023 giving your team plenty of time to prepare. Please note, at 730pm the captain made an announcement that we were encountering some Inclement weather so take precaution when walking around. Unfortunately, that was the last communication that anyone received until the next morning at **** am! THIS IS UNACCEPTABLE!!!!!! Your cruise director *******************, and his team could have made some effort to comfort the passengers as Im sure the captain and his team had their hands full. THIS DID NOT HAPPEN!!! Afterall, the internet that we paid for was down, and hardly worked during our voyage anyway. We had no way to contact anyone to find out what was going on because phones dont work on a cruise. No passenger I approach had internet or phone service. Instead, your team was busy trying to clean up the damage for the next sailing!!!!! This showed me that Carnival as a whole do not care anything about me, my family, the team members or any other passenger, but only their bottom line which equate to money! You say that we are your priority, before, during and after your cruise well show me that this is a true statement. You dont even have a dedicated team that will handle complaints. A company your size should. I called several times and still cannot get a live person to discuss my concerns hence why I have decided o write you, your board any next anyone who will listen.At the time of writing this letter I am still shaken and disturb. Not to mention I visited the medical facility prior to leaving the ship at 730 pm (12 later than anticipated), to try to get my medications or something to help calm me down. I was asked to pay 125$ to see the doctor and additional fees for medications. Really, your company could not comp medications in an emergency. How can this be appropriate?My ask: I am asking you, as the leader of this company, and your team to make this right. I am requesting a full refund for every ***** spent by me and my party, *************************, and ************************* and please know giving me another cruise will be an insult. Receipt, images, and are videos available upon request.Sincerely,************************* and Family

  Business Response

  Date: 06/01/2023

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

  Im sorry to hear about her past cruise experience and want her to know that the safety and wellbeing of our guests is our top priority. We ask that ****************, please allow ** some time to properly address her concerns and we will follow up with her as soon as we come to a resolution.

  We appreciate her patience and understanding.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  ***************************************

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20116263
  
  I am rejecting this response because: I will continue to wait an appropriate response from this company
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/06/2023

  **************** was contacted via email to apologize for what her and other passengers experienced. While we realize this was not an ideal situation, we did the best we could under the circumstances.

  We are currently reviewing all our guest concerns of what happened and if compensation is warranted, she will be notified via email. I would like to extend my apologies for her experience but at this time we are unable to honor her specific request.

  We thank her for understanding.

  
  Sincerely,

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

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20116263
  
  I am rejecting this response because this team was negligent and i will stop at nothing until i am compensated. You will hear from my legal team next.
  
  Sincerely,
  
  ************************;

  Business Response

  Date: 06/08/2023

  Thank you for reaching out again. I do apologize but we are unable to provide an exact timeframe. I take this opportunity to extend my apologies once again to ******************

   

  Sincerely,

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

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20116263
  
  I am rejecting this response because: 1. this business states that there were 3 announcements made. That is correct, those announcements were made once at **** pm prior to entering directly into the storm giving this team plenty  of time to choose a different course. Secondly, the next announcement was made at **** am letting us know that we were unable to pull into port. YES 12 hours later!!!!!Third, the next announcement was at 1100-1130 am letting us know that it would they would give us an update by ****.the update did not come until after 1400. 

  Dont tell me WE were safe after the fact!!! Dont tell me I was safe unless you experienced what  I experienced and dont respond if you was not on that ship that nearly capsized. 

  Carnival, and their team failed to communicate to me, and other guest ls who were sober and up all night wondering what was going on with NO updates for more than 12 hours.  They say   because they dont typically make announcements during the night. WELL, this was not a typical situation!!!!! Im very sure that my legal team will uncover their negligence and I look forward to that. I will stop at nothing, because my vacation turned into a nightmare and I am still dealing with the after effects. I have bills from my physicians as well as their statements. In order to uncover Carnival unsavory business practices especially for taking unknowing individuals back out to sea just before midnight!!!! Keep in mind that we disembarked at ****. Yes, 5 hours later.

  Furthermore, I never received an email from Carnival or theyre representative!   This is another lie told by Carnival. I only saw the unofficial letter that was attached to this compliant.

  Not a wise decision,

  as the news mentioned it was about the next sailing and the companys choice not to cancel the next sailing. 

  Carnivals  attempt to let time pass so that social media and the news is no longer interested  is not working with me. Please know, that I have prepaid legal and I dont have legal fees. This is not a threat but instead a promise. You will hear from my attorney. 

  Thank you BBB, for allowing me to voice my opinion and what I experienced as a sober guest on this ship.

  Sincerely, 

  Salina  ***********;

   

   

   

   

  Business Response

  Date: 06/14/2023

  We regret to learn of ***************** continued disappointment.

  Please be assured that our original reply was a sincere effort to address the issues brought to our attention and not intended to make light of or disregard her comments. It deeply saddens us to know that she was left with such a poor impression. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure her that her comments have not fallen on deaf ears.

  Weve given her concerns careful evaluation and our position remains unchanged at this time.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  ****************************************

• Initial Complaint

  Date:05/28/2023

  Type:Service or Repair 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.

  Black soot falling onto our beds from the Air Condition shaft and causing sickness.. Dates of the were May 13th, 14th, 15, 16, and 17th of 2023. Carnival line promised a safe, clean room. We did not have this experience until the last day of our trip. I am seeking full credit, on same cruise.. See photos and full complaint attached. I tried to call this issue several times; however finally I was told that emailing your department was the only way to get feedback. I spoke to ******, ******, and others in the customer service departments. I purchased a family gift trip for six people. problems. My booking numbers: K23SF2 / Suite *****. May 13th about 1:45pm, when we entered the cabin #***** - I found much black soot on the bed.. clear to see on top of a white/light blue bed cover. Day One, the Black soot on the bed: I simply thought it was from my black suit case, so I used a towel and brushed it off the bed. I did the same later that night when is occurred again. It smeared black on the white bedding. Day Two, When I woke up, there was more black soot on the bed, on the table by the kid, and on the kids bed.. so here I thought ok it may be the luggage mat that was tossed on the bed, and set briefly on the table. I called Housekeeping and the cleaners and a floor lead lady showed up to clean, a air condition engineer to wipe and clean the vent. - See the photos - I asked to have a screen put up in the vent to catch the black soot from falling on us. I asked for a copy incident report # CITC-SB-BR-**********. I was told I could not have a copy, but I can only have the incident number.. So I have to rely on my incident being transcribed accurately, and fully. I also invited her to check my room call log.. It will show my attempts to connect with multiple areas.. Please help, Best: ****************************** Business Gmail Phone: ************

  Business Response

  Date: 05/31/2023

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

  I appreciate her letting us know of the issues she had onboard and extend my apologies to her. The concerns she has mentioned was thoroughly reviewed by our management team and we will be offering *************** a 50% future cruise credit. We genuinely hope she will take advantage of our offer and consider Carnival when making future vacation plans.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  *********************************************************

  Customer Answer

  Date: 05/31/2023

   
  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.

  ****************************************************** - ********** Specialists  / CITC-SB-BR-********-3 K23SF2 / Carnival Breeze 

  I do require and extension to Carnival time limitations due to limited budget constraints, and family planning around ********************* Vets.. (My Daughter and My Husband)   
  
  Sincerely,
  *************************

• Initial Complaint

  Date:05/25/2023

  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.

  P57HN3. Canceled trip on Legend September 16,2023. Due to my husbands health. I booked another trip on Pride Aug 11 2024.when I found out that there were fees.and with my husbands health I felt it was not a good idea. Now I canceled the trip with in minutes of booking it She said was $100 dep would be returned to the card. I got an email that said it would not be returned and was charged now ****** for cancelling not once but for the trip I had booked for a minute. Im sorry but they are taking peoples money and wont return it. Something needs to be done! I have gone on other cruise lines and have never experienced anything like this. People beware!!!

  Business Response

  Date: 05/30/2023

  BBB COMPLAINT # ********
  Carnival Pride 08.11.2024 
  Booking # P57HN3
  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 booking was originally created 07.27.2021 and our guests changed the sail date 3 times ( 03.13.2022, 06.01.2022 and 05.24.2023) and we have gladly removed the $50pp service fee applied on 05.24.2023 as our guest chose to cancel instead. This refund was processed to Amex x 007 today. 
  
  As our valued guest chose to cancel, standard penalties applied in the amount of $199.00pp and a claim may be filed with the Plan Administrator, Aon Affinity. They are open 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET) by calling ************ or ************
   
  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: 05/31/2023

   
  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:05/24/2023

  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.

  We booked a cruise with carnival and paid a non refundable deposit. They stated that they sent us an email regarding the rest of the payment. We did not receive an email with any additional information or to respond to any additional inquiries. When we called to resolve it they told us there was nothing that could be done and we also lost our cruise spot. They said we would have to now pay **** for the cruise. We are only seeking our deposit back because we never rececived the additional emails and were not informed our reservation would be cancelled.

  Business Response

  Date: 05/25/2023

  BBB COMPLAINT # ********
  Carnival Magic 07.16.2023 
  Booking # N8Z0W9
  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, our records indicate that the booking was created on 02.7.2023 under a reduced deposit promotion of $50.00pp ($200.00 total) which is non-refundable and a guest cabin confirmation sent at 10:12pm E-mail: ******************** with the full Cruise Ticket Contract and Final Payment Date and Balance Due. On 03.27.2023, 04.03.2023 and 04.17.2023 reminders were sent and due to lack of payment the booking canceled 04.19.2023 and a cancellation notice sent.  We did not hear from our valued guests until 05.24.2023 which at that time we advised that we could reactivate the booking; however, it would be at current rates and availability. 
  
  That being said, we stand firm on the options provided and are unable to waiver in this regard.  
  
  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: 05/25/2023

   
  Complaint: 20101902
  
  I am rejecting this response because: I have checked my inbox and do not see any of the emails that were sent.  Respectfully,  please forward me the copy of the emails that were sent for our review.  I have received plenty of other emails from Carnival so I do not believe it is an issue with my email.  Please confirm also if these emails were sent to the other guest as well ******************

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

  Business Response

  Date: 05/30/2023

  BBB COMPLAINT # ********
  Carnival Magic 07.16.2023 
  Booking # N8Z0W9
  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.
  
  Important Notices sent to the email address on the booking profile which was advised by **** when the booking was created on 02.27.2023 to be : ********************
  
  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: 06/05/2023

   
  Complaint: 20101902
  
  Good Afternoon,
  

  i understand your position and will gladly accept your position of you can please send the emails that were sent to my email address as well as the date and times that the emails were sent.  I have checked my email and do not see these emails.  However, I have gotten several advertisement emails from Carnival so I know my address is on file with you.  If you can forward this log information, and emails I will close this complaint.

  Sincerely,

  
  ************************************

• Initial Complaint

  Date:05/23/2023

  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.

  Cruise Dates: 5/8/2023 -5/12/2023 Booking Number: G3K3H6 Ship: Carnival Liberty Destination: ******* Complaint Summary: Carnival employees mishandled and destroyed my luggage. Upon receiving my luggage in my Cabin # which was ****, I notified my cabin *********************** who instructed me to reach out to ***** Services. I called ***** Services by phone. I was then instructed to come down to the ***** Services desk for assistance. Once I reached ***** Services, I spoke with a staff member by the name of *****. ***** asked me numerous questions about my luggage including but not limited to: The date the luggage was purchased? How many times have I used the luggage prior to this trip? How much did the luggage cost? Did I fly to ************** or drive? etc. I answered all of her questions. I was then asked to bring my luggage down to ***** Services so they could assess the damages. During this time, I was also advised by ***** that if my luggage was in fact damaged, Carnival would be willing to replace the luggage once we reached ****** *******. I brought my luggage down before the end of the night. The next day I I received a call to my room # from ***** asking to come down to ***** Services so they could address my concerns regarding my luggage. Once I made it down to ***** Services, ***** was gone for the evening and I had to speak with another staff member by the name of *****. ***** was very rude, demeaning, condescending, unpleasant and very unprofessional. ***** did not display the top notch customer service that your company claims to offer by it's employees. ***** stated that due to the fact that my luggage was still usable, Carnival would not be responsible for replacing my luggage or providing a refund to cover the cost of the damages. ***** even went as far as to instruct me that I can fix the luggage myself using duct tape and there was nothing more that Carnival was due to help me as the luggage could still be used. THE MOST DEGRADING CUSTOMER EXPERIENCE!

  Business Response

  Date: 05/24/2023

  Thank you for reaching out on behalf of **********************. Were sorry to hear about the incident she described with her luggage and our handling of the situation. We sincerely apologize for any inappropriate behavior exhibited by one of our staff members. ****************** was provided a letter so that she may make a claim through the vacation protection plan she purchased. We would like to extend our sincerest apologies to her for any inconvenience this has caused. We thank her for understanding.
  
  Sincerely,
  
  Guest *************** ****** of the President
  Carnival Cruise Line
  **************
  *****, **. *****

• Initial Complaint

  Date:05/22/2023

  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 booked a carnival cruise on the sunrise for April 22/2023 (Booking # P6C3N6) and I had an issue from the start of booking the cruise to registering persons to stay in the cabin. Everytime I needed to update, change or add information I had to call in to have a representative update my account. This was for everything from adding other passenger in the cabin, to insurance to internet plan for travel. This was definitely an inconvience and frustrating, while other customers in my group had the ability to go into the app change, update and edit any information. Once I got on the board I asked about surprise anniversary gifts I was supposed to recieve but never did when my account clearly state we would be celebrating. I noticed in out all all types of decorations to honor those celebrating and when I asked our room service he had no idea and sent me to the 2 hour nightmare line of guest services. They informed me I should had recieved something but they were not sure what it would be. I proceeded with the remainder of my trip and was informed I had a $50 gift card to use for a massage as a winning form lottery or the casino. I went to check it out and was told I would be given a discounted rate. When I got there that changed by $10 so I was like okay no problem. Once I was done with the massage I informed the massuese I had a $50 gift card and she informed me I could not use that because I had a discounted rate. This was never told to me at no time even after I stated I had a gift card, which she could see when she checked me in. There was also an additional fee I was not told about and when I asked for it to be removed the spa and guest services informed me they could not. Later that evening there was an all out brawl that took security quite sometime to get to because there was not enough security to secure the amount of people on this ship. There was also not enough staff at guest services which resulted in 2 hour line wait times at all times. The amount of noise in the halls and loud music blasting at 2-3am was crazy. I informed security and nothing was done. Finally the noise in the pipes in my room and the lack of insulated in the in between rooms prevented me from sleeping this whole trip.

  Business Response

  Date: 05/31/2023

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

  We're sorry to hear about her experience onboard and we see that she has been contacted via email by one of our agents who expressed her apology and extended compensation. We do hope that ************** will take advantage of the offer.

  We appreciate her understanding.

  Sincerely,
  
  Guest *************** ****** of the President
  Carnival Cruise Line
  *********************************************************

   

• Initial Complaint

  Date:05/22/2023

  Type:Order 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 paid for a cruise with Carnival that is set to leave from *****, ******* on July 10, 2023. I want to cancel this cruise reservation and receive my full refund because of the hostile environment towards African-*********, people of color and LGBTQ+ individuals, which I identify as. The ***** has issued a travel advisory for the state in response to this hostility. The formal travel notice states, "******* is openly hostile toward African *********, people of color and LGBTQ+ individuals. Before traveling to *******, please understand that the **************** devalues and marginalizes the contributions of, and the challenges faced by African ********* and other communities of color." Due to these recent circumstances, I am absolutely afraid to travel to ******* with my family. When I spoke to the first person in customer service, he laughed and said that he hadn't heard anything about a travel advisory in *******. The manager said that he couldn't do anything for me because Carnival has not made a statement in response to the travel advisory. It seems as if Carnival is putting profits before the safety marginalized people. The only thing that would rectify this situation is a full refund.

  Business Response

  Date: 05/23/2023

  BBB COMPLAINT # ********
  Carnival Conquest 07.10.2023 
  Booking # P2G4J6
  Consumer: ****** Gaither 
   
  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 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 comments are very important to us and we are always looking for ways to improve our cruise line and suggestions from people like you are a big part of our decision-making and have been forwarded to the appropriate departments to ensure corrective action is taken as warranted.

  As part of our regular safety and security procedures we routinely monitor the local destinations our ships visit and ports we sail from and relying on government and law enforcement expertise. The safety of our guests and crew is of paramount priority and as you would do when visiting any destination, we recommend that you always be aware of your surroundings.
  

  That said, it is regrettable that you may choose to cancel your cruise with us; however, we trust you understand that standard cancellation charges will apply.  We know this is not the answer you were hoping for and apologize in advance for any further disappointment. 
   
  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: 05/24/2023

   
  Complaint: 20092161
  
  I am rejecting this response because:

  Carnival is putting profits before people per usual. This was a poor choice made on their behalf and I'm sure it will not play out well. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/24/2023

  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.
  
  We appreciate your honesty and it deeply saddens us to know that these incidents have left such a poor impression in your mind.
  
  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
  
  

• Initial Complaint

  Date:05/22/2023

  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.

  At approximately the beginning of 2022, my wife and I scheduled a Carnival Cruise (booking number V49SQ4) sailing Carnival Paradise 2023-09-23 for our 1-year anniversary. This cruise was booked with future cruise credits (FCC) from a cruise (booking number D67SS3) sailing on 2020-03-28 which was cancelled due to COVID-19.My wife and I are expecting a child this year and as a result, discovered we wouldn't be able to sail on our upcoming cruise (V49SQ4). Upon contacting Carnival, we were told our FCC must be used on a cruise sailing by 2023-09-30 or it is forfeit. We attempted to replace ourselves as guests on our cruise (V49SQ4) but were unable to without forfeiting our cruise rate and onboard credits.After countless phone calls with Carnival, we were informed that the only way to retain our cruise rate and would be to retain me (*************************) on the booking and replace my wife. So long as the primary VIFP number did not change on the booking, we would be able to retain our rate and onboard credits. We were informed that Carnival would waive the fee to replace my wife on the booking as a courtesy. This was an extremely disappointing result as Carnival was now requiring that the only way to achieve a fair outcome would be to leave my pregnant wife home alone on our anniversary. However, in pursuit of the best option we were offered, we called back yesterday, 2023-05-22 to perform the prescribed actions.We reached an associate and explained our need. The associate, in turn, contacted "Resolutions" and requested the fee waiver. We were eventually transferred to "Resolutions" once the swap was conducted only to find that the agent -- without our knowledge or our consent -- informed ** that my wife's onboard credit of $326.28 was now forfeit. Precisely the opposite of our desire. The associate refused to return or refund the onboard credit despite making a unilateral decision that we were completely uninformed and undisclosed of.

  Business Response

  Date: 05/23/2023

  BBB COMPLAINT # ********
  Carnival Paradise 09.23.2023 
  Booking #  V49SQ4
  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. 
  
  The enhanced value offer states : *The future cruise credit (***) is based on the cancellation fees retained by Carnival for this voyage, including Fly2Fun air if applicable. *** and onboard credit (***) are combinable with all Carnival-offered fares, are non-transferable, non-refundable, cannot be used as a deposit or applied to a chartered sailing, have no cash value, and must be redeemed on a Carnival Cruise Line sailing departing by 9/30/2023. The ***/*** may only be used toward one (1) booking in the same currency in which the above voyage was originally paid. *** cannot be used for taxes, fees & port expenses, Carnival Vacation Protection, onboard charges or gratuities and any unused portion will be forfeited. New *** offer replaces any previous *** offer and applies to new booking if made by 03/31/2022. The booking guest shall be responsible for payment of the difference between the amount of the *** and the amount of the new booking if higher. After you have booked your new cruise, please use this link to provide us with the booking information so we can process your ***.
  
  1)03.28.2020 Carnival Paradise sailing paused in operations due to COVID-19 and all impacted guests were given a generous offer which included $300.00 onboard credit if they CHOSE the future cruise credit option, all guests had until 03.31.2022 to also request a refund for the future cruise credit, which in this case was $658.00 
  2)Only impacted guests are able to redeem the offer and the sail by date is firmly 09.30.2023, which is 3.5 years after the original sailing was canceled. There are no exceptions.
  3)One original guest must remain in the booking which was created 03.10.2022- otherwise, it is considered a full cancellation. No exceptions.
  4)The *** is $359.00per person for ****** and ******* and the new cruise rate is only $299.00 total for two guests and we did apply Austins *** to the entire cruise fare and the difference of $60.00 as onboard credit + he has his $150.00 enhanced *** applied for a total of $210.00 
  5)We waived the $75.00 fee to cancel ******* and add ******************************* as an exception. The guests did NOT purchase Carnival Vacation Protection. 
  6)The *** is $359.00per person; therefore, ******* may transfer hers to another guest less the $20.00 fee.  However, the *** is non-transferable. No exceptions. 
  
  Regrettably 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.
  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: 05/24/2023

   
  Complaint: 20091893
  
  I am rejecting this response because:
  
  Our concern is not the *** fine print but that our onboard credit was taken from ** without ever being informed this would be the case. An action that we were told to take on the account was requested in good faith. However, upon handling that action, Carnival did not uphold what it said the outcome would be, instead, causing us great financial harm without and upfront disclosure or inform. Weve had our money taken without our consent and request that it be returned to the account. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/24/2023

  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.
  
  We appreciate your honesty and it deeply saddens ** 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: 05/24/2023

   
  Complaint: 20091893
  
  I am rejecting this response because: the response and resolution provided was unsatisfactory.
  
  Sincerely,
  
  *************************