Complain about a product or service

Carnival Cruise Lines

Carnival Cruise Lines • General Complaints • Bad Food • Billing Errors • Cancellation Policies • Children's Programs • Crime on Board • Crime in Port • Damaged Luggage • Disabled Passengers • Medical Care • Missed Ports • Overbooking • Poor Service • Safety Issues • Wedding Services • "Branded" by Carnival News • Imagine! Our Man Truman on a Carnival Cruise • Carnival Cruise Lines to Refund $40 Million in Fuel Surcharges • Illness Strikes Carnival Ships Cruise Notes • Medical Care Spotty • Health Care Guidelines • Consumer Fact Sheet

To say that Carnival gets more than its share of complaints would be quite an understatement. We get more complaints about Carnival than about all other crise lines combined. We'd recommend reading this section carefully before you put down big bucks -- not after.

Here are just a few of the more recent complaints ...

Diane of Auburndale, FL May 16, 2009

I was on the Carnival Inspiration that left the Port of Tampa on 4/25/2009. As you know that particular cruise was in route to Mexico during the outbreak of Swine Flu. The cruise line was aware of the flu prior to departure and failed to arrange an alternate port of call if it became necessary. Those of us onboard paid for two ports of call...the Cayman Islands and Cozumel.

We were only in the Cayman Islands about 4 hrs and left about 2:30 pm on 4/27/09 to head to Cozumel. About 11:45pm the annoucement came that we would not be going to Cozumel due to the Swine Flu and they were not able to arrange an alternate port of call. Within about 1 hour they had slipped information under our door about the flu and with an revised iternary for our now additional day at sea. I actually have a copy of this information. Some of the activities that were provided to take the place of our trip to Mexico included a Bean Bag Toss Competition, Adult Ping Pong Tournament, TV Theme Tune Trivia, a shipwide Scavenger Hunt and a Golf Putting Contest. We spent over 4 days at sea with a few hours in the Caymans.

All of their activites are things that I can easily do at home. No compensation was received other that a 20/person refund for the taxes that would have been paid to go to Mexico. Upon arrival in Tampa the news crews were everywhere. We walked by several news crews who were interviewing people who were extemely upset by the failure of Carnival to make any compensation at all for the change in our trip. It was funny how none of the people who made it on TV were the people who were upset which was about 90% of the people around us.

I am aware that Carnival has a policy that they may change the itinerary at any time, but changing the itinerary is changing a port of call, not riding around in the water all day. I am upset because begininning 4/30/2009 up to the departure date of June 15, 2009 the people who boarded a Carnival ship that was originally scheduled for a port of call in Mexico were not only given an alternate port of call(change in itinerary), but if they were also given the option for a FULL refund or to reschedule their cruise up to December of 2010. I have contacted Carnival by phone and spoke with a representative named Vanessa who kindly explained that since we were on the boat when this happened that we fell into the contract stating they have the right to change the itinerary and if they do, we cannot get a refund. What about those people who I just referred to? They were not only given an alternate port of call, but also the option to "opt out" of the contract "change of itinerary". I also sent an email to Carnival on 5/04/09 and just received a generic response today stating that they would not be giving any type of compensation for the people on our cruise. I know a lot of people who have previously cruised with Carnival and every one of them is absolutely shocked that they are taking this stand.

I know of people who have missed a scheduled port of call before and were given a 200/person onboard credit AND a certificate for 1/2 off their next cruise. With the economy the way it is, people only have so much money to spend. I would have NEVER paid what we paid to ride around in the ocean for 4 days with a 4 hr stop in the Cayman Islands. I feel this company is being unfair to those of us on the Inspiration that set sail 4/25/09. If they can BREAK their contract for those sailing after we returned, why are the so firmly sticking to their contract with the people on our cruise. According to their "contract" if they change a port of call you either go there or lose your money...but they are letting people who DON'T want to go to the alternate port of call get a full refund or reschedule!

All we want is for carnival to compensate us in some way as they have the other passengers on those ships setting sail after ours returned. We are not asking for a FULL refund, but 1/2 our money back or a 3 day cruise would be fair! If Carnival does not willingly make this right I can tell you this...I will NEVER step foot on a Carnival Cruise Lines ship again in my life and most of the people I know who have cruised with them before have stated they would not use them again.

David of Houston, TX May 15, 2009

Unfair business practices at Carnival Cruise Lines While Carnival Cruise lines is now offering "Guests who want to sail on a different trip can receive a refund in the form of a future cruise credit equal to the full amount paid for the voyage". In other words "Store Credit" not a refund. This was simply not the case on a, 105% booked / filled to the max occupancy, cruise that I took and arrived home on last Sunday.

In the middle of our seven day cruise to, Jamaica, Grand Caymans Islands,and Mexico, Cancun, we were told that the ship would not be traveling to Mexico, due to the swine Flu scare. 100% understandable and acceptable. Carnival offered all guest on the ship and made us accept a 20.00 credit to out Sign and Sail card, for not going to Mexico, as a credit for port charges.

If they would of taken us to another port, stay in one of the 1st ports additional time, or gave us credit on a future cruise or monetary compensation more than 20.00 would of been ok, but 20.00 credit for not visiting a port. Instead we got a "fun day at Sea", - Well thats what Carnival called it, we called it a "waist of our time day at sea, and hard earned vacation time and money" This was more than an insult than an offer. The pushers desk, on the ship, had a long line of angery / upset guest complaining about the 20.00 credit. Carnival offered no future credit, no discount on the next cruise, just a insult of 20.00 bucks, we had no say, no choice just stuck wih 20 Bucks. Very unfair business practices, for a compamy that relies on a huge Texas customer base that is vacationing durring these troubled times. People work hard to save up for a week long vacation. Its not just the cost of the cruise, its also the lost of income from work, monies spent on dog / house sitting, fee to park, and other stuff, so when something gets changed / people tend to get upset.

While the swine Flu may not be "infecting" many people in Galvestion / Houston area but it sure "affected" 3,000 + people that sailed from Galveston Island. Carnival offers a great value for the money, but with that said, the company should understand, recognize and respect that while they are running a business we are on vacation. The guest should always be "taken Care of", not "Taken advantage of". If Carnival keeps treating guest in this manner, their 105% booked occupancy rate will surely fall well below expections, good value or not.

THOMAS of CLAY CITY, KY May 14, 2009

WE have cruised numerous times, but this was only our second cruise with Carnival Cruise Lines (probbably our very last too) I wanted to treat my family of 7 passengers to a fun time, and because of my Daughter reading up on the new rentivation of SENSATION' new WATER PARK added in February, my daughter felt that my grand daughter would really enjoy cruising with Carnival. Wellit took us as far as leaving the dock to find out what a great disappointment the cruise was going to be.

No where on the internet does it state that the waterpark has HEIGHT RESTRICTIONS. Can you imagine the disappoint of a 5year old child watching others enjoy the slide but because she was 2" too short, wasn't allowed to use it? No kiddy pool as well. We immediately went down to Customer Relations only to be informed by one of the rudest Customer Relation persons "IT IS FOR YOUR PROTECTION" (how are we suppose to know that when it isn't printed anywhere?) I asked to see a pamplet or something that states that and she gave us and said "HERE" read this!

When I informed her that the SENSATION has no printed requirement for the slide, she said "Well it must have been a error in printing it, as I know all our ships have a height restriction. (how are we suppose to know this?)

We brought our complaint to a personal man dressed in all white uniform and he suggested we take our complaint to Customer Relations (he even said, they may make some portion of a refund) When we informed him, he said he was very sorry and would bring this to the proper parties attention. Of course nothing was ever offered. Doesn't Carnival care about returning or future customers?

We had one 5 year old,one 20 year old, and one 18 year old. The Bahama islands were great and the weather was wonderful, but we left with a bad taste in our mouths for the way we were treated. I believe the 1,000.00 spent, wasn't spent welll at all. We hope that other future Carnival guests will read our complaint will help them in making a booking with Carnival

Thank you for allowing us to vent our complaint.

Maria of St Petersburg, FL May 13, 2009

For my daughters 40th birthday, I planned a cruise with Carnival Legend from May 3, 2009 to May 10, 2009. I paid full price for this trip and only went to two Ports. I understand the safety to passengers in missing Cazumel, due to the swine flu, and Roatan Honduras due to the political unrest. However, why didn't they replace at least one port? I'm trying to be reasonable, and accept the loss of Cazumel. This was a terrible waste of time and money. We did not appreciate the fact of floating aimlessly on the water for three days, to kill time. We could not wait to get home. The worst part was that a lovely passenger tried to get the ball rolling for us. She was trying to get us some sort of intelligent compensation for the loss of Ports. The fact that Carnival gave us a 20 ships credit per person, per port lost, was an insult to our intelligence. In fact, this poor woman, who unfortunately, I did not get her name, was the recepient of a nasty letter from the Cruise Lines Attorneys. This letter was read out loud and videoed onboard the ship. They told her she was a threat to the other passengers, and that Federal Agents and Local Police would be at the Port of Tampa if she did not stop persuing said issue. She was a passenger, fighting for the rights of the rest of us, certainly not a "Threat" to anyone. We were willing to overlook the fact that our room was not in the cleanest of conditions. That we had to put up with the smell of cigarette smoke coming through the vents in our room, for the entire time, and I have Asthma. When we asked to change our room, we were told none were available. In the meanwhile we come to find out this was not true. Now I expect to receive reasonable restitution for this fiasco of a trip. I certainly hope that this Consumer Protection site is not just a venting site. or sounding board, if you will. Being a Consumer and paying full price for something I did not receive is an outrage. I did notify Carnival Guest Relations, spoke with Adam, who gave me a case #1156-9003A, and he naturally advised me I had no recourse. I do hope and pray that we will receive a refund. I am retired and it took me a whole year to save for this trip. Any assistance in this matter is grately appreciated. Thank you.

Renee of Hutnsville, AL May 12, 2009

I am scheduled to depart out of MOBILE on 23 May - thats 11 days away, and there still has been no announcement about ports. LITERALLY EVERY OTHER sailing through 15 June has rescheduled ports- but NOTHING for the Holiday out of Mobile. They are "waiting" to see if the travel Ban to Mexico lifts. Just how long are they going to wait, until sailing date? These trips require coordination with vacation time and personal plans- yet we get to stay in LIMBO, while they wait and wait and wait- providing no information to passengers Apparently I will either have to decide on my own to cancel and lost half my money, or perhaps be the first group to brave a Mexican port after the travel ban gets lifted. I would rather take the loss, but I'd really rather they posted alterate ports so I could reschedule for a later sailing. This is no way to treat customers - and only those out of MOBILE. If I do have to cancel and lose money, I will do as much publicity damage as possible and talk to anyone who will listen about NOT going with CARNIVAL CRUISE LINES

Lisa of Hamilton, ON May 12, 2009

I just wanted to update you and share our recent cruise experience that was from April 25 - 30 2009. As a seasoned cruiser I choose to bring my children and parents on a Carnival Cruise. This was my parents and children's very first cruise and they were very much looking forward to the excellent experience that I had promised them. All 6 of us purchased and brought with us our own snorkeling gear and were anticipating a wonderful experience snorkeling in Grand Cayman and Cozumel Mexico. Upon boarding the Carnival Inspiration Fun Ship I noticed that the ship itself looked tired and dated. I ignored my first impression and was eagerly anticipating a wonderful vacation. We booked our off shore excursions which included barrier reef snorkeling in Grand Cayman and the sail, snorkel, and beach party in Cozumel. The cruise ship itself (Inspiration) was not in the condition I would have expected from Carnival. Being a previous Carnival customer I was expecting the same grand experience as I had on the (Imagination). In our stateroom there was mold in our shower and it smelled like urine. Since we had our children in the same room with us beds were pulled out in the evening, the sheets and blankets smelled like they had not been washed from previous use. This is not the kind of things that I would expect on a Carnival Fun Ship. On our second night we were notified via written letter in our stateroom that our barrier reef snorkeling in Grand Cayman was cancelled and credited to our sail and sign account. No reason was given as to why the excursion was cancelled. What a disappointment because snorkeling was one of the reasons we had booked this particular cruise. Several other excursions were also cancelled (stingray encounter) with no apparent reason. We were notified very late in the night on Monday April 27 that we would not be visiting the port Cozumel, Mexico due to the H1N1 virus (swine flu) First of all I would like to commend Carnival in their decision to avoid visiting Cozumel Mexico on our cruise. I feel that this was the correct decision. However the decision to float for 3½ days was less than ideal. We were not given the opportunity for any input in the decision to just float. No options to visit other ports or even return to Tampa were given, I felt like a caged animal on the ship. Both my mother and myself quickly became very ill as did many other people as evidenced by the number of wet signs visible through out the ship left after people had vomited. The 20.00 refund per person for compensation is just not worthy of not porting in Cozumel and our disappointing vacation. The staff made every attempt to capture our interest and keep us busy with games, but there is only so much bingo a person can play before becoming very bored and angry. In summary this was a very disappointing vacation for my entire family. It is also disappointing to discover on Carnival's website that it is offering other ports of call in place of Cozumel for future cruises. And also that if the alternative ports are not congruent with individuals, they are being given the opportunity to change their bookings. This is the kind of service and experience that I would expect from Carnival Cruise Lines. The experience that myself and family has had with Carnival has left us all very disappointed. In tough economic times such as these where vacations are not a priority but a luxury, vacation companies must ensure that their customers are happy and satisfied with their vacation experiences.

Lydia of Murphy, TX May 12, 2009

My mother and I chose to celebrate her 70th birthday aboard the Carnival Ecstasy for a 5 day cruise to Mexico on April 27th, 2009 and stayed in Cabin U228. When we heard news of the swine flu and it continued to get worse I phoned Carnival in route to Galveston and asked if our cruise would be canceled and was told there was no reason to be concerned that there were no cases in either of our ports or any reported cases from any past guests or crew. I told the agent that I had heard that the CDC announcing a non-essential travel warning was imminent, but she reiterated that our ports of call were fine.

So on the ship we went. Immediately the rumors were flying that we were not going to get to go to Mexico. I asked a couple of service staff members and they thought we would possibly just redirect to another port but would probably only have time for 1 port. The next morning the information meeting regarding our ports of call was cancelled and we were told that more information would be coming. All day they came on with announcements promising updates by lunch time, by 3pm, by 5pm, by the captains’ cocktail hour, etc.

No news came so we went on to the Captain’s Cocktail hour hoping that the much anticipated information would be relayed by the captain himself. Steve Cassel, our truly fabulous cruise director, came out and told us that the captain would not be joining us because his was stuck on the bridge handling this emergency situation and that there was still no news to relay. This was at 7pm Tuesday evening. By this point I had already seen the news headlines stating that all Mexico ports had been canceled and wondered why they were not being forthcoming with this information.

At dinner around 8:30pm, our cruise director, Steve Cassel, announced that the Mexico ports had been canceled and that no replacement ports were available to us. The Captain made no announcements himself and he never made an appearance at the dinner that night or at anytime on the cruise. He also never made any apologies for his absence. We were told that as compensation for our missed ports our Sail and Sign cards would be credited 40 to reimburse the port taxes of the missed ports. Being a travel agent myself I am aware that this amount is far less than the port taxes actually paid.

On Friday morning the debarkation meeting was canceled because of a “medical condition onboard the ship and we would be going back to Galveston immediately, to be arriving back in Texas by 8pm Friday night. They should have let everyone know that it was not the Swine flu because the rumors started flying that it was an outbreak on the ship. We later learned that it was one very ill passenger. Although I am very sympathetic to this family and hope that all is well with them, the lack of forthcoming information was just one more thing that ruined our vacation.

Then new information came that all 4 and 5 days cruises were now being canceled and replaced with 7 day cruises. This is an option we would have preferred. We lost over half of our vacation and we were not compensated for this and in fact the cruise line probably made more money than normal due to the guests spending much more money than they would have in the ships casino, shops and bars. If we had gone to the movie and there had been a power failure, we would have been offered a rain check for any alternate movie. We would not have been forced to stay seated in the dark theatre and just wait out our time. We should have been offered a refund or a rescheduled cruise. It’s as simple as that. It is not fair that future guests will be enjoying a 7 day cruise while we received 40.

I had a 7 day cruise on the Conquest planned for August 2nd. We have 10 cabins booked. At this point I am reconsidering my choice to cruise Carnival. I hope that the Cruise line will make this right with a voucher for my upcoming cruise or a refund.

Caryl of Dallas, GA May 12, 2009

Carnival Holiday cruise - Sailing 4/25/09. Upon arrival in our assigned cabin Rivera deck R25 - we discovered a heavy smoke smell and an ashtray outside the door. The beds were not completely made amd the Bedskirts were missing. The cabin carpet was filthy and had not been vacumned. Dirty black socks were in the cabin, along with toenail clippings in the portal/window area. Dust thick on all surfaces. Vanity had particles along the surface. Drinks were missing and ice bucket had been used. We called Guest Services and they sent housekeeping. We left for two hours. Upon return, the room had been partially cleaned but the smoke smell, toenail clippings and the dirty rug remained. We made another phone call and housekeeping removed curtains and bedding and replaced with clean items. 2nd incident - plumbing stopped working the first day and was shut off on our floor. We had reddish brown water for the entire cruise. 3rd incident - afternoon of 3rd day we had a unbearable stench of sewage when we turned the air vent on. We called guest services. They sent the manager of housekeeping down. He was very apologetic. At this time, he looked into the vent and got very aggaitated. He left to locate a plumber. The plumber arrived and was hostile. He accused my Sister and I of lying about the smell. We asked him to leave the cabin and called Guest Services. They said they would send another plumber. In the meantime, we checked the vent out and discovered a dirty, molded washrag. We took pictures of the vent with the washrag stuck inside.

The next plumber arrived five hours later, as we were dressing for dinner. He claimed to have knocked several times previously. We were in the cabin the entire time and opened the door for several other service people. So this was untrue. He did not look at the vent but did look at the red water in the sink. He removed the facuet drain and said the filter was dirty. He replaced it and left the faucet apart. We chased him down the hall and had him come put it back together. we then turned the water on in front of him and it was still reddish brown. He shrugged and left.

Before dinner we visited Guest services in person and explained the situation. They pulled the notes in front of us and our account was tagged as "difficult passengers". They offered to refund us the money we paid for the bottled water We were purchasing water to brush our teeth with but that was all. When we returned from dinner the smell was better and someone had been in and removed the rag. My Sister was very sick the first two days of the cruise. She has been on many cruises and never been seasick. We are unsure if this was the brownish water she drank or if perhaps she caught something from the dirty cabin. Our stop in Cozumel was canceled and we were not taken to any alternative ports, such as Key West like others. We were refunded 20.00 for the port cancel. These are the highlights that I have touched on. Many other things occured...to many to mention. On our final night, two of the housekeeping staff paid us a visit. They were so apologetic and confided in us that the boat was being sold and the water issue was rust in the pipes. They said they are overworked and do not have time to clean each room before the next passengers board. It is appalling that customers are treated this way. We planned and saved for seven months to take this vacation and ended up floating in un repairable tincan. We were unable to escape the filth, which worsened with full capacity occupancy and plumbing unable to handle this. We were forced to endure until they took us back to port.

Upon arrival at port, Carnival informed the news media that they would be checking each passenger on board for exposure to the swine flu. None of us were checked. We were given a card with the symptoms listed and sent on our way. We were kept unawere of the seriousness of this epidemic until arrival at shore. I have photos of the cabin, letters from guest services and a letter from the Captain making light of the Swine flu issue. My Sister became ill after being in the room for less than 12 hours. We do not know if she had some form of the swine flu or just picked up something from the dirty room. She had to make an unplanned doctors visit and get tested for the virus, once we were back in the states. I aquired a sinus infection from the smoke in the room. We were told by Guest services that each cabin was a smoking cabin. The rules handed out and the brochure clearly states no smoking in the rooms. Medicine was purchased upon return to states.

We had unplanned expenses off 5.00 per bottled water to drink and brush our teeth with. We had to use some of the bottled water to place in the toliet for flushing. Neither my Sister or I felt safe after the confrontation with the plumber, as he was threating and had access to our cabin. Further Financial loss occured, as we paid for a cruise that did not port as requested nor offer a similar port. We were given a 20.00 refund.

Jan of Cypress, TX May 11, 2009

On Jan 24, 2009, my friend and I traveled from Houston George Bush airport to Miami International airport aboard Continental. We were traveling to Miami to board a Carnival cruise for 7 days. When we arrived in Miami, we were informed by the Continental baggage claim dept. that our two checked bags had been placed on a later fight that would arrive at approximately 2:30 pm that day. We were also told that the bags would be surrendered to an employee of Carnival Cruise Lines for an expedited delivery to the Carnival Liberty before departure from the Port of Miami. We then were transferred to the ship via a Carnival contract transfer bus to the Port.

At approximately 3:30 pm, with a 4;00pm departure time, we went to the guest relations desk onboard to express our concerns that our bags had not arrived. We were allowed to use the ship telephone to call Continental baggage dept. We were informed that our bags had arrived at the airport in Miami, and had been given to a Continental contract delivery service for delivery to the ship. Continental guaranteed that the bags would be delivered in time to be placed onboard. The delivery service is called Airport Baggage Express.

At the time of departure from the Port of Miami, we had still not received our bags, and again went to the guest relations desk. We were told that the bags had been delivered to the ship and that a baggage handler had signed for them and placed them onboard. They told us that our room steward would bring the bags to our cabin shortly. We went to dinner for about 1 1/2 hours and then returned to our cabin. A few minutes later, our cabin steward knocked on the door. He had only one bag, a hanging clothes bag, but said that our other bag would be delivered soon. The bag was never delivered to us. The next day, we again went to the guest services desk to inquire about our bag, and were told that they would send messages to the Carnival baggage dept. at the Port of Miami to try to find our bag. They said that it sometimes happens that a bag will accidentally not make it onboard, but that as soon as it was located, it would be forwarded to our first port of call. Of course, by telling us this, we could not take advantage of the "Carnival Vacation Guarantee" because you have to claim it before your first port of call. During the next three days, we were assisted by the supervisor of guest relations onboard the ship. He was as helpful as possible allowing us to use the ship’s telephone to call Continental and Airport Baggage Express. We were told by the Continental baggage dept. that our file was closed due to the fact that their contract delivery service was in possession of a receipt from Carnival baggage dept. for our 2 bags. We contacted the delivery service several times, spoke each time to a man named Robert, and were told that the delivery driver had been questioned about our bags and that he was sure that he had given our 2 bags to a person named “Luc” at Carnival baggage, and that Luc had signed for them. We were informed by guest relations during that time that Luc had indeed signed for 2 bags, but claims he was only given the 1 bag that we received. As far as we know, no other action has been taken to question either of these 2 persons to determine which one took our other bag containing the items listed in the inventory that is attached. April 28, 2009 Update: We have now been denied any compensation for our stolen bag by Carnival Cruiselines. They said that they are only liable for 50.00 for a lost bag, and even refused to give us that. We have filed a police report with Miami police. The detective on the case said that there has been a lot of theft reported at Carnival. Carnival owes us the bag and compensation for the contents, as well as a full refund for our cruise that was ruined by the experience and inconvenience of having lost the things that we brought to enjoy the vacation. May 10, 2009 Update We have spoken to the detective that is actively investigating this case. He has interviewed the delivery driver, and believes that the driver did indeed deliver our 2 bags to the ship. The person that signed for our bags at the ship (Luc) cannot be located for some reason. The detective promised that he is still actively attempting to make contact with Luc.

Alicia of Bakersfield, CA May 11, 2009

To: Carnival Cruise Line On Sunday May 3rd I booked the memorial weekend Baja mexico cruise, the travel advisory for the swine flu only indicated at that time that there was an advisory up to May 11th.

On May 4th, they updated their website to state that we would not be going to Ensenada that we would be diverted to Catalina. And Provided a letter for all guests stating if we were not happy with this we could cancel for a credit (attached) advisory came out on the 4th I was given the option to cancel if I choose for a credit on future sailings up until 12/31/2010.

On May 5th – the cruise I booked for 299 per person was discounted to 159 per person and I called to see if I could get the lower rate since I just had booked and rates had just went cheaper.

On May 5th at 5:30 pm I got a hold of vacation specialist Doug Nichols at extension 33045 and explained the situation. He had to get a hold of his supervisor Trisha Avery at extension 33009, after 2 hours and 47 minutes on hold he stated that he could put me up to a different floor and give me a rate of 189.00 per person and that we would receive a ship board credit of 110.00 per person for the difference. I then questioned him specifically and thought that was strange that they were doing a credit when the May 4th advisory stated that there would be no credits, he said that they were doing it and that he had authorization to do so. He then made all the corrections in the system for both my booking numbers and told me to wait 24 hours for all the changes (room and credit) to be effective in the system and if it was not there to give him a call back.

On May 6th I saw the corrections in the system for the room change and spoke to Vacation Specialist Kristine McAndrews and she stated that there would be no credit on this booking and then explained what I had been told and what had been authorized. I was then give Doug Nicols extension number by her and contacted him at 2:30 as he works the night shift in Colorado Springs, CO office.

I contacted Mr. Nicols on May 6th at 2:30 pm about seeing the room change but the system did not reflect the credit for my two bookings. He placed me on hold for little over an hour so that he could get ahold of the floor supervisor. He then stated that the floor supervisor advised him that due to the large volume of changes that this change and credit would take 48 hours to reflect in the system and that I was to call back the following day if did not show up, he also stated that “hundreds of people we waiting for this to reflect in the system”

I called Back on May 7th unable to get a hold of him or his supervisor and was unable to leave a message as the mailboxes were full. I tried several times that evening and spent about 2 hours on the phone trying to contact these individuals.

On May 8th, I finally was able to reach Mr. Nichols where he stated that they were now not giving the credit and that I rec’d an upgrade instead. I explained to Mr. Nicols that this was a complete contradiction of what I was told on May 5th, May 6th and May 7th and requested to speak to his supervisor who authorized this change on May 5th. I waited on hold for 1 hour 45 minutes before I got fed up and hung up, I then called Ms. Avery’s personal extension (33009) and left her a message to please return my call – NO RETURN CALL

On May 9th at 5:45 in the morning I cancelled my upcoming cruise to Alaska due to the run around I had rec’d for a week. I also left another message for Ms. Avery to return my call – NO RETURN CALL

On May 10th – I again left a message with Ms. Avery to return my call – NO RETURN CALL I have to personally state that it was not the 220.00 credit for booking number 91JJ97 and the 330.00 credit for booking number 92JJ88, that we were suppose to get that made me extremely livid I have to express that it was the complete run around for 5 days, the countless hours of being put on hold and the fact that the Vacation Specialist stated one thing and did not follow thru with his ouote/statement to me. I have sailed with Carnival a few times to never had an issue or to be treated so poorly.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Follow us on Twitter.