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:04/24/2023

  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.

  I purchased access to a VIP area of the ship. Hours of operation were until 10PM. I attempted to access the facility during advertised open hours and they were closed. I asked for a refund as I was unable to utilize the facilities during the advertised time. ***** services explained they have the right to close early. I explained this is false advertising, they should remain open for the hours that are stated. They refused to make any refund or amendments.

  Business Response

  Date: 04/25/2023

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

  We are truly sorry to hear about ***************** spa experience. The salon and health spa on board is independently owned and operated by ******* ****** **** Any inquiries regarding returns or refunds of purchases or services rendered by ***************** personnel should be forwarded to them for their information and handling. For her records, their contact information is: ******************************************************* Toll Free: ************

  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Sincerely,
  
  Guest *************** ****** of the President
  Carnival Cruise Line
  *********************************************************

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19974248
  
  I am rejecting this response because: 

  The Spa and parent company provided are not responsive. Carnival offers these services to their guests and does not clearly communicate that its a 3rd party on the ship. Its misrepresented! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/21/2023

  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.

  My sister and I called Monday (04/17/23) to book our cruise for our sister in laws bachelorette party (05/18/23-05/22/23) We spoke to a representative for about 45 minutes about getting an Ocean View room. While taking our information my sister disclosed shes military and I disclosed I am currently pregnant. The representative asked how far along I am now I stated 23 weeks. I told her I already received clearance from my doctor as well as received a note for clearance and not a high risk pregnancy. She reassured that since I had proper documentation that I was okay to sail. We then continued our booking and paid for the cruise in full. I received a call today (04/21/23) from another representative stating that my reservation is going to be canceled because at the time of sailing Ill be 27 weeks. I stated what the representative that took our payment said and on top of that I received medical clearance. She stated that theres nothing to be changed. Im not understanding why pregnant women are discriminated against when it comes to going on a 4 day cruise, especially when i have the medical clearance from my doctor. Theres also another female who is going on this cruise and wasnt even asked about her pregnancy. This is discrimination and completely unacceptable when i have all the proper documentation to let me board and now Im the only one left out of the bachelorette party because of this. If medical documentation of clearance is provided what is the real issue that pregnant women can have a 4 day vacation?

  Business Response

  Date: 04/27/2023

  BBB CASE # ********
  Carnival Freedom on 05.18.2023
  Booking #  R2B9V8
  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 trust our guests will understand and acknowledge that in addition to the limitations in medical care described in Clause 6(d) of the cruise ticket contract, prenatal and early infant care, in particular, may require specialized diagnostic facilities and/or treatment that are not obtainable during the cruise on board the ship and/or ashore in ports of call.
  
  **********************************************************************************************************************
  
  Therefore, any Guest who has entered, or who will at any time during the cruise enter, the 24th week of estimated gestational age in her pregnancy, will not be allowed to board or sail with the ship due to limitations of medical care, both on board and in various ports of call.
  
  ***************************************************************************************
  
  Please know, we have carefully reviewed this request for special consideration, and we are sorry to say that were unable to honor any concessions toward our policies for the safety of all our guests.
  
  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.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

• Initial Complaint

  Date:04/21/2023

  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.

  VIFP Club #: ********** I called Carnival *************) on 4/21 at 1:48 PM PT because I was not seeing my VIPF information on the website under Manage > VIFP Club. My VIPF Club number was not showing up at all. The website was telling me to JOIN. I later found the answer without any help from the rude customer service agent.The female agent ****** that took my call was extremely condescending and unhelpful. She gave me attitude from the second she took my call.This agent should be re-trained and I should be compensated additional points or credit for the inconvenience. Please listen to the call and hear the type of abuse customers are facing from this agent.

  Business Response

  Date: 04/26/2023

  BBB CASE # *************************************************** N/A
  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.
  
  At Carnival we strive to provide our guests with an excellent product and superior service, combined with an unmatchable shipboard experience; and we are truly sorry to hear that our valued guests did not consistently experience the level of service we aspire to provide to our patrons.
  
  Please know this request has been given serious consideration from the onset and in cases like this, we are unable to honor any request for additional concessions for the **** Loyalty Membership Program or provided credit compensation.
  
  Although we sympathize with the situation, we cannot change the circumstances that have already occurred.
  Please accept our apology for the inconvenience this has caused and know that our guest's comments have not fallen on deaf ears.
  
  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.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19967766
  
  I am rejecting this response because: no effort made whatsoever 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/21/2023

  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.

  We had a cruise booked for 4/22/23 out of *********, **. On 4/19, my wife contacted Covid-19 and we notified Carnival. We were told we would get a future cruise credit of $3929.56 to use within 12 months, which we agreed to. The following day I tried to book a cruise for October 2023 and use our future cruise credit, only to be told that Carnival has forfeited our payment for penalties instead of the credit. We were also told that we would we would get a response from Carnival within 24 hours of emailing the positive test to them. Their response was an email with an attachment saying our funds were forfeited. After 7 calls on 4/20 and 1 on 4/21, we keep getting conflicting information from Carnival and many of their representatives keep telling us that Carnival has made a mistake, but nobody wants to correct the issue. They also say that $500 was refunded to one card and $31 to another, but we have no proof from our bank that this has occurred.

  Customer Answer

  Date: 04/21/2023

  Attached is my wife's positive Covid-19 test required by Carnival to issue the Future Cruise Credit. 

  Business Response

  Date: 04/27/2023

  BBB CASE # ********
  Carnival Dream on 04.22.2023
  Booking #  W89JL4
  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.
  
  Guests, and their traveling companions assigned in the same stateroom, who cancel their booking due to testing positive for COVID-19 within 5 days of the date of embarkation are entitled to receive a Future Cruise Credit (***) or a refund* for the amount paid to Carnival.
  
  To qualify for the *** or refund*, guest must immediately notify Carnival of the cancellation (within 24 hours of receiving a positive COVID-19 test result) and no later than noon on the date of embarkation. Guest must also present a verified positive test result in a form acceptable to Carnival, i.e., a laboratory test record,digital certificate, or healthcare record, which indicates full legal name,date of birth, type of test, date and time sample was taken, test result stating POSITIVE and laboratory, testing site, and/or healthcare provider details. Handwritten test results and photographs of at home test results are not acceptable. Such results must be submitted to Carnival at ************************************ no later than 24 hours from the scheduled date of embarkation to qualify for an *** or refund. All refund requests must be made within 5 days of the scheduled embarkation date or guests will only be entitled to a Future Cruise Credit.
  
  **********************************************************************************************************************************************
  
  Please know, we have carefully reviewed this request for special consideration, and we are sorry to say that were unable to honor any concessions to expedite the guest's request.Note, Carnival advise the guest once the documentation is submitted to ************************************,it may take up to 3 weeks to receive a response, as the requests are review in the order it is received.
   
  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.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19965397
  
  I am rejecting this response because: Numerous representatives of Carnival stated that we would get the credit ASAP, within 24 hours, or that mistakes were made by Carnival employees. All I am asking is that they apply the credit to the new cruise that we have a deposit on for October 2023. This wouldn't be so bad if we hadn't received so many different responses from Carnival representatives on each call. I understand their position in this matter and all I am asking is for them to honor promises and statements made by their representatives. I am not asking for them to issue me a check or for any extra compensation...just the credit that we are promised.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/03/2023

  BBB COMPLAINT # ********
  Carnival Dream 04.22.2023
  Booking # W89JL4
  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 we have gladly reviewed the attached which was not sent to us previously and responded accordingly 230503-000594 *********************** with the below correspondence.
  
  We have acted in a fair and equitable manner and this statement *** 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
  
  
  Hello ******, 
  
  We are truly sorry for the delay in response to your email. It is our goal to answer all of our e-mails as efficient and timely as possible. Unfortunately, with the thousands of emails we receive here at Carnival we occasionally fall short of that goal. We sincerely apologize for any inconvenience this *** have caused.
  
  We always appreciate hearing from our guests, and whilst we are truly sorry that you are displeased with the timing and handling of the situation, we value the feedback and take it to heart.  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.
   
  As part of our ongoing process to improve our product and services, when a guest takes the time to contact us, we listen and take notice. We take guests feedback (good and bad) very seriously. So, thank you for taking the time to give us your feedback. Your comments have already been shared with the appropriate department managers so the necessary corrections can be made moving forward and for future improvement.
   
  Thank you for getting in touch with us about your scheduled cruise. Were very sorry to hear of the circumstances you described and that you were unable to sail with us and we know you were looking forward to your cruise and we empathize with your disappointment over having to miss your vacation plans and trust ***** is feeling much better.     
  
  Given the circumstances, we will be extending a Future Cruise Credit (***) towards your next Carnival cruise in the amount of $3398.00 USD
  
  The terms and conditions of your *** are as follows:
  The *** is based on the cruise fare paid for the canceled voyage (excluding taxes, fees and port expenses), is non-transferable, cannot be used as a deposit or applied to a chartered sailing, has no cash value. This credit must be redeemed by 05.03.2024, on any Carnival Cruise Line departure open for sale.
  The *** *** only be used toward the cruise fare of one (1) booking in the same currency in which the cancelled voyage was originally paid and cannot be used for taxes, fees & port expenses, Carnival Vacation Protection, onboard charges or gratuities.
  The booking guest shall be responsible for payment of the difference between the amount of the *** and the amount of the new booking.
  There is no refund or credit for unused portions of the *** or for any cancellation charges that *** be assessed, and *** will be forfeited if you choose to cancel.
  The *** is void if you receive any other compensation for the cancellation of this cruise from any party, including your travel insurer. Please understand no refunds will be approved and this offer is final.
  
  After you have booked your cruise, you *** call *********************  Monday-Friday, 9:00 AM - 5:30 PM   - OR -  click on the link below to provide us with the new booking information so we can process your ***.
  
  ***************************************************************************
  
  When making future vacation plans, we suggest purchasing Carnivals Vacation Protection to safeguard against cancellation charges associated with cancelations. For more information, please visit www.carnival.com.
  
  Thank you for your understanding. We look forward to welcoming you aboard on a future Carnival cruise when the time is right for you
   
  Be Kind. Always.
  ******
  Carnival Cruise Line l ********************************************************** l
  p: ************
  CHOOSE FUN
  This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and *** contain confidential information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and *** be unlawful.
  
  

  Customer Answer

  Date: 05/03/2023

   
  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:04/18/2023

  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.

  Subject: CARNIVAL PANORAMA 01/28/2023 G3L8K9 **** ?I have been trying to get the refund I was promised onboard Carnival Panorama on 2/1/23. I have communicated numerous times with your icare guest complaint **** but they have not helped me. My bottomless bubbles package was cancelled at guest services and I was told I would be refunded. I would like the money refunded asap as it has been outstanding for 2 months. Thanks ******************* GIBV-SS-PO-********-2 CARNIVAL PANORAMA 01/28/2023

  Business Response

  Date: 04/19/2023

  BBB CASE # ********
  Carnival Panorama on 01.28.2023
  Booking # G3L8K9
  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.
  
  Our records indicate mid-cruise the guest requested to cancel their pre-purchased Bottomless Bubbles package and the Internet due to not working properly. As a courtesy to the guests, an exception was made to provide a refund for the Internet plan; and on 02.02.2023, a total of $238.00 was processed to ******************* Mastercard ending ****.
  
  However, the guest's was not extended a courtesy exception for the Bottomless Bubbles, as it is noted the guest used it multiple times prior to their request to cancel the package. Please know this request has been given serious consideration from the onset and in cases like this, we are unable to honor any request for additional concessions for further compensation.
  
  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.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

• Initial Complaint

  Date:04/18/2023

  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.

  This is regarding my recent sailing on Carnival Horizon from 4/9/23 to 4/15/23. BOOKING #: M2H2G6 I recently returned this past Saturday from sailing on the Horizon Cruise ship out of *****. I am contacting you for several reasons. While on board, my fiance and I met with the fitness instructor **. He spoke to us about getting on a cleanse routine and purchasing supplements, along with a personalized, eating and exercise plan. Because of the cost, he recommended that my fianc apply for the carnival credit card and he was approved on the spot. We were informed that for all purchases going forward on the trip it would be charged to that credit card. It did not. It all went to my credit card, and I am close to reaching my limit. ***** services on the boat informed me to contact Carnival guest services after I left the boat to see if the charges can be transferred over to the carnival card. I have tried multiple times to find a live person to help me, but they just tell me to email. The response time can take up to 45 days. I truly feel like we got scammed on this. My last concern is that my fianc is now in the hospital fighting a very severe infection in his colon. He has contracted E. coli and Campylobacter, which the doctors said he most likely contracted from your ship on our last day or on the excursion. He is fighting for his life at the moment. I do know of other passengers that also experienced issues while on board related to stomach issues and vomiting. One such guest said they saw uncooked chicken at the buffet. He has been in the hospital since we returned home and this bill will most likely be in the thousands. I can't reach anyone at Carnival and want a resolution.

  Business Response

  Date: 04/21/2023

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

  Were so sorry to hear of the experience **************** and her fiance encountered. **************** may contact Barclays Mastercard at ********** to see if they are able to assist with her request.
  

  We truly regret learning of her fiance illness and hope he is feeling better. One of our agents has contacted *************** and advised it would be necessary to research her issue in order to properly address her concerns.

  Sincerely,

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

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19953213
  
  I am rejecting this response because:
  The representative that I spoke to yesterday indicated that she was escalating the situation to management and would contact me IF she needed further information regarding his medical bills as Carnival needs to be held accountable. I have not been contacted yet. Regarding the card, Im extremely disappointed and feel this is deceptive advertising/practice which is illegal as we were assured that the new card would be set as the sign and sail. Now my fianc is stuck with a useless card since we cant transfer the charges to it. If in fact this matter is not addressed, I will be filing a complaint with the FTC. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/24/2023

  Thank you for reaching out again. I do apologize for your disappointment concerning the credit card. You entered a contract with Barclays when you applied for their credit card on our ship. Like other reward credit cards, we are only affiliated with them as being the reward they offer to customers for using their credit card. Please work with them to resolve your issue.
  
  Concerning the medical charges your fiance incurred. As you stated you are unsure of where his illness stemmed from. On any one sailing there are always going to be guests who report to our medical facility with illness symptoms of one type or another. When they do, our team does everything possible to prevent any further spread. Nevertheless, we researched your concerns and while there were some reports of illness on this sailing, we have no indication that it was from the food or water. We truly regret any inconvenience this may have caused, and we wish for a speedy recovery for ***********

  
  Sincerely,

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

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19953213
  
  I am rejecting this response because: we would never have gotten the credit card if it couldnt be used for our onboard purchases. That is unfair and deceptive. Why would we have applied for a card solely to pay for the fitness program your employee set up for us if the cost wasnt being applied to that card? We were told all future purchases as of 4/10 would go on that card. 
  

  Regarding the illness, the infectious disease doctor stated it was from raw or undercooked chicken. There were many complaints of contamination in the food or on your plates. He started feeling sick on the day of debarkation which means he did get sick from food on the ship. He ate chicken on that Friday evening in your meridian dining room. Im not a litigious person. Im requesting that Carnival cover my fiancs medical expenses. Nothing more. Believe me, based on the lack of policing that we witnessed on board I should be asking for a refund. Trying to enjoy ourselves outside and all we smell is marijuana. We also witnessed fights which other cruisers reported. Where was the security for this. Like I said Im not asking for anything unreasonable at this time.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/18/2023

  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.

  My wife, ******* and I booked a cruise online on April 12, 2023, and paid a $198 deposit that does not sail until December 2, 2023. I had conflicting scheduling issues and needed to cancel. I called today around 12:50 pm on April 28, 2023, just 6 days later and many days before the final payment was due on September 3, 2023, and many days before sailing on December 2, 2023. I was told by CSR and the supervisor that I am basically *** when it comes to getting my money back. I was told there was an "unwritten" rule of ***** hours that I can get a full refund. I was told to look at the massive amount of fine print all the way at the bottom of my booking that showed the cancellation policy. Nowhere there did it say it was non-refundable after ***** hours of booking. It says "outside of final payment date", which I am nowhere near that. This is crazy and I want a refund. My wife and I have cruised on Carnival a few times and plan on plenty more cruises at our young age. This is the best way to lose future/returning customers. The booking# is Q9N5D7. I did not cancel it so that Carnival's legal department could see the booking and make good in returning my deposit. The policy is now clear with specific dates and seems arbitrary.

  Customer Answer

  Date: 04/22/2023

  I provided two screens hots. One of our purchase of tickets and one of the return policy which I was under fully when I called and tried to cancel as stated in my complaint.  Thank you.

  Business Response

  Date: 04/27/2023

  BBB CASE # ********
  Carnival Vista on 12.02.2023
  Booking #  Q9N5D7
  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.
  
  Our records indicate the guest booked online on 04.11.23 and used an exclusive VIFP special offer that required a reduced $198.00 non-refundable deposit, per the cabin confirmation.
  
  "Offer is capacity controlled, subject to change at any time, & available for 1st/2nd guests only. 3rd/4th/5th guests are responsible for prevailing rates. Non-refundable promotional deposit of $99pp applies to sailings outside final payment date.Non-transferable/non-refundable onboard credit is provided of up to $100pp, up to $200ps. Available for cabin assignment & may be available for guarantee (IS/OV/BL) cabins. If a guest selects a guarantee cabin, Carnival will assign the room at a later time. Guests who select ocean view/balcony guarantees may be assigned partially/fully obstructed views. Not available for groups.Eligible VIFP Club Member must sail to redeem offer. Carnivals standard cancellation penalties will apply to cancellations/no-shows for any reason, and will be assessed based on the prevailing cruise fare. A charge will be made only in the event of a cancellation/no-show. Offer is limited to 1 redemption per sailing. Must book by the date stated in the communication."
  
  Please know, we have carefully reviewed this request for special consideration, and we are sorry to say that were unable to honor any concessions for compensation. We know this is not the answer they were hoping for, but trust our guests understand cancellation charges are a standard industry practice.
  
  While we sympathize with their situation, to protect the integrity of Carnivals Vacation Protection program, we cannot make an exception as it would be unfair to all guests that purchase Carnivals Vacation Protection Plan as a safeguard for unexpected circumstances that would cause them financial losses.
  
  We know that this may not be the answer they were looking for and we sincerely apologize for any inconvenience or disappointment regarding their request.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 19950895
  
  I am rejecting this response because my deposit money should be returned or applied to another trip if canceled shorty after purchase. It was was out from 180 days of sailing which was the time frame for any changes and all payments due. This is an egregious practice and it prays on people only showing these so called special fares. I chose military because it asked if Im military and the same with any other questions. There is no option that says these are all rates that give you discount so here is the regular far that you can choose and you can cancel anytime. Nowhere is it set up like that. Thats false advertising. Please do the right thing and return deposit or allow it to be applied to a different sailing.
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 07/24/2023

  BBB CASE # ********
  Carnival Vista on 12.02.2023
  Booking #  Q9N5D7
  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.

  The booking was created 04.11.2023 and the terms and conditions included on the multiple confirmations sent and reiterated verbally when we were contacted previously.

  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: 07/24/2023

   
  Complaint: 19950895
  
  I am rejecting this response because I dont see how its not refundable let alone able to be applied to future booking when I initially called to cancel booking around 6 days after making booking and it says you can make changes up to a certain timeframe. It was still way far from sail date. Please show me how and where you can book a regular fair that is not promotion that allows you to make changes and/or get a refund on deposit. I did not get that option. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:04/18/2023

  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 cruise leaving June 2nd out of **********. When booking online, there was an option to open a credit card. After opening, there was no way to actually pay with the credit card to get the special offer. I called and requested assistance, but the team was unable to resolve. Instead, they booked a reservation over the phone and told me just to wait and pay with a credit card once it arrive. The credit card did not arrive in time for the final payment. The reservation was canceled and had to be rebooked. They refused to move the deposit of $100 even though I booked the cruise again in full and paid.

  Business Response

  Date: 04/19/2023

  BBB CASE # ********
  Carnival Panorama on 06.24.2023
  Booking #  Q1K0M3 and P4R2L7
  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.
  
  After further research and review, the guest was given an exception to apply the $100.00 cancellation penalties incurred on cancelled booking # P4R2L7 as an onboard credit toward their current booking # Q1K0M3.
  
  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.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

• Initial Complaint

  Date:04/17/2023

  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.

  Booked a cruise with carnival cruise line booking number P3Q5V3. 06/24/23 to the 07/01/23 My job wont give me time off that week. I called to change the date 04/08/23to the next week a lady said it would be a ****** to book the next week I called 2 weeks later they told there a ****** changing date fee the first didnt tell me this I feel like I was told something then told something different at this point I want my money back they ****** to get my money back please please help we dont have alot of money

  Business Response

  Date: 04/19/2023

  BBB CASE # ********
  Carnival Panorama on 06.24.2023
  Booking #  P3Q5V3
  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.
  
  Please know, we have carefully reviewed this request for special consideration, and we are sorry to say that were unable to honor any concessions for compensation. We know this is not the answer they were hoping for,but trust our guests understand cancellation charges are a standard industry practice.
  
  While we sympathize with their situation, to protect the integrity of Carnivals Vacation Protection program, we cannot make an exception as it would be unfair to all guests that purchase Carnivals Vacation Protection Plan as a safeguard for unexpected circumstances that would cause them financial losses.
  
  We know that this may not be the answer they were looking for and we sincerely apologize for any inconvenience or disappointment regarding their request.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

  Customer Answer

  Date: 04/27/2023

   
  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:04/17/2023

  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.

  On 1-23-23 I booked a cruise and purchased vacation protection from Sales Representative *******************************, booking number L8K7T5. She SPECIFICALLY STATED that if I needed to cancel my cruise FOR ANY REASON, AT ANY TIME, I would be refunded 100%. And that if I did not have the protection and cancelled, I would be compensated 75% in credit toward another cruise. On 3-4-23 I cancelled my cruise because I found out I would need to get special clearance from my job with the ********** of ******* in order to leave the country, and I would not have time to get this done before my departure date. The representative cancelling my cruise stated that I needed to file a claim with the insurance company for the remaining 25% of my booking fee, $520. ********************* denied my claim for the $520, stating that employment obligations were not an accepted reason for a cash refund. *******************************, the Carnival Cruise sales representative, practiced deceitful sales practices in order to get me to buy the vacation protection, and I want my $520 fully refunded by Carnival Cruise.

  Business Response

  Date: 04/19/2023

  BBB CASE # ********
  Carnival Panorama on 04.15.2023
  Booking #  L8K7T5
  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.
  
  Please know although we sympathize with their situation, we cannot honor the request for a full refund,as the guests purchased Carnival's Vacation Protection (CVP) as a safeguard from financial losses of this nature. Note, CVP does not automatically waive the standard penalties assessed for cancelling and/or rescheduling a cruise, it allows the guest to ability to file a claim for the penalties incurred for trip interruption/cancellation.
  
  Once the guest files a claim with Aon, an email will be provided with either an approval or denial.Please know, currently Carnival does not have records indicating Aon Affinity has denied or approved the claim; and once Carnival receives the denial from Aon, we will update their booking accordingly.
  
  Note, if claim is denied, then a Future Cruise Credit (FCC) in the amount of 75% of the cancellation charge $259.50 x 75% = $194.63 will be extended per person; and the guests must sail within 12 months to redeem the **** based on the offer date.
  
  Please note, an Aon Affinity Program Administrator can be contacted 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.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19946619
  
  I am rejecting this response because:

  I already attached Aons decision, but am doing so again here. I expect you to fulfill your end of this.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/21/2023

  BBB CASE # ********
  Carnival Panorama on 04.15.2023
  Booking #  L8K7T5
  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 our valued guests observations. Please understand that Carnival certainly appreciates all of our guests and we would not like for you to think otherwise.
  
  We appreciate honesty and it deeply saddens us to know that these incidents have left such a poor impression in their mind. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure our guests that their comments have not fallen on deaf ears.
  
  Please know we greatly appreciate that the guest have provided the Aon Affinity denial and one of the benefits of purchasing Carnival Vacation Protection as part of their cruise package is that they qualify for a 75% Future Cruise Credit (***) towards their next Carnival cruise in the amount of $389.25USD total.
  
  Please note, the *** is based on the cruise fare paid for the canceled voyage (excluding taxes, fees and port expenses), is non-transferable, cannot be used as a deposit or applied to a chartered sailing, has no cash value. This credit must be redeemed (book by) 04.21.2024 (not sail by), on any Carnival Cruise Line departure open for sale.
  
  At this point, we must let you know that no further consideration will be given to this matter.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19946619
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************