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Carnival Cruise Lines

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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 ...

Christopher of San Diego, CA May 11, 2009

I have been on 4 previous Carnival cruises. I have always had a great time. I wanted to get other friends into the cruising experience explaining to them how fun Carnival cruises are. We booked 7 cabins for my birthday and were planning on at least 7 more. I and my friends had arranged time off and made other necessary prepreparations. I called up to make sure that we could all get dinning tables next to each other and the Carnival Rep. told me that our cruise had been cancelled.

I thought this was strange because the ship was already pretty full and it was far enough out that the flu thing wouldn't have effected us. I came to find out that Carnival cancelled the cruise so that they could use the ship as a charter for the Olympics. My main concern is that it seams that Carnival is practicing what I refer to as "the bigger, better deal". Otherwise favoring the old mighty dollar over customer service. This charter should have been made at least two years in advance and the passengers should have been given better alternatives. My choice is either a refund or to go from LA to San Diego (where I live) and to Ensenada (which is 1 hour south of my house). If you are going to cancel our cruise so that you can make a few extra dollars please compensate for the "hassel factor" or conduct business professionally. Like booking out a charter/group reservation 2 years in advance like any other respectable hospitality entity. Or pretty soon you won't have any customers left to screw. If you lose me, and I really like Carnival, than God help you with the other undecided folks.

Lynn of Hayward, CA May 9, 2009

I was taboard the Carnival Splendor that left Long Beach April 26th and arrived back at long beach April 30th. A once 7 day cruise, turned 4 day with no stops at the ports of call due to the "Swine Flu". I understand the importance of crew and passenger safety, but why stop at San Fransico with 2 confirmed cases of the Swine Flu on May 1st and let passengers off? There seemed to be no contigency plan which may be due to the fact that this may be a first for the cruise lines. But, why is it that other cruise lines have offered some type of compensation and Carnival cannot? I am not asking for a full refund, but perhaps a discounted trip could be offered.

nick of 1391 pleasant valley way, NJ May 9, 2009

As a travel agent, Ive been on many different ships. I must say I have never been more disgusted and upset with any cruise, then I have with the Carnival Miracle. Ive traveled on the Miracle the last 2 years and loved it but this will be my LAST Miracle cruise and I will tell you why.

1) Our service at dinner was horrible! We never had the drink person come to our table. Our waiter never once asked if we wanted fresh cracked pepper with our salad or food and we had cold meals a couple of times. I missed dinner 4 times on purpose and ate at the buffet. I have never once missed dinner on any cruise, its what I look forward to every night!

2) The staff this year was rude! Aside from Grace, Percy and Blanca, they all need to be taught to smile, say hello and be more courteous.

3) You had to beg people to get some music played at the pool. Some people dont leave the ship and your staff didnt even care when we asked them to play some music.

4) And finally, on our last night in Frankensteins, one of your crew came in with his friend and was drinking and started a near fight with a woman who we were enjoying the cruise with. We did all we could to not hit your crew member, who was walking up to confront her, before security arrived. Kim did absolutely NOTHING wrong, except to ask for a song and your crew member had to have his say. I know my name and cabin #5183 is in your log about the nights event. It was one of the most unprofessional and upsetting nights I have experienced on any cruise, and that includes the NCL rogue wave cruise I was on, that didnt even upset me!

Ive said all along, staff does not belong in a dance club, that is for PAYING customers to enjoy. They have their own area and thats where they belong. I can tell you this, I will NEVER again sail on the Miracle or recommend it! I loved sailing on Carnival but this cruise has left such a bad taste in my mouth, that I am seriously considering avoiding and recommending all Carnival cruises in the future. I am the easiest person to please and I dont ever get upset but when I plan to get away and relax, this is not what I had in mind! I do hope I hear from one of your representatives!

Kelly of Daly City, CA May 8, 2009

I was aboard the Carnival Spendor cruise that left Long Beach, CA on 4/26 sailing to the Mexican Riviera. 2 days into the cruise we were told it all stops (that we paid for) were cancelled due to the Swine Flu and we would only get on stop in San Francisco. I did not pay for a trip to S.F. (which is 10 miles from my home and freezing) The cruise line is not offering any compensation and I strongly feel that is unfair. Mid trip they stopped back at Long to allow 600 unhappy passengers to get off the boat and further inconvinenced us. It was terrible!!

Deanna of Kettle Falls, WA May 8, 2009

Carnival Splendor left Long Beach, CA on April 26, 2009 for a 7 day cruise bound for the ports of Cabo San Lucas, Puerto Vallarta and Mazatlan, Mexico. On Wednesday the 29th of April the ship stopped off shore at Cabo San Lucas at which time we were told by the Captain that we would not be visiting any ports in Mexico due to a concern about the swine flu.

The ship turned around heading back for the US. We were given the option to get off in Long Beach which makes the cruise 4 days and no ports. Or, to go on to San Francisco where we could go ashore on Saturday the 2nd of May. There was no offer of compensation made for the money we spent on a cruise that did not meet its obligation.

Gloria of Burlingame, CA May 7, 2009

I sailed on the Carnival Splendor 4/26/09. I was disappointed how Carnival handled the itinerary changes on our cruise as a result of the Swine Flu outbreak.

While I understand Carnival's decision not to stop in Mexico, I feel that in light of the news coverage prior to our sailing that Carnival should have had a contingency plan already in place. There appeared to be no plan of action and the ship was scrambling to make last minute changes.

Passengers were left in the dark with little information. Leadership and information was definitely lacking on this sailing. Announcements were made over the PA system with little opportunity for questions and answers. The Purser's Desk was jammed with people demanding to know what was going on with little response from those in charge onboard the ship. We were not even informed that we were headed to Cabo until we almost arrived and were told that it was for a "technical" stop. Shortly thereafter we were told that we would not be stopping in any of our scheduled ports due to the Swine Flu and we would be headed to San Francisco. Were were told if people chose to they could disembark in San Francisco and return home. We were even given letters to that effect and custom forms to fill out That was later changed to a stop in Long Beach to allow passengers who complained about not stopping in Long Beach to disembark and return home. In addition, we were then advised that people could no longer disembark in San Francisco and return home and the only explaination given was that it was a Customs issue. As a result of stopping in Long Beach, we did not get to San Francisco till almost 1:30 pm on Friday. The people who decided to leave the ship to visit San Francisco were further delayed by a medical emergency.

We left San Francisco and returned to Long Beach where the remaining passengers disembarked and returned home.

Upon arriving home I discovered that the May 3rd sailing on the Splendor was receiving a 75 shipboard credit and that sailings starting on May 10th through June were getting 100 shipboard credit. We received zero compensation except for two port charges of 40 each.

I am upset about how Carnival handled this situation. I feel taken advantage of particularly in light of what the other cruise lines and even Carnival has done with later cruises to compensate it's passengers.

Carnival dropped the ball in not providing appropriate compensation for this cruise. People did not sign up for cruising the coast and a half day stop in San Francisco (in rainy weather). In addition, I do not believe the crew and staff handled this situation very well. Outside of platitudes they did not explain clearly why changes were made or why we would not be compensated. They only cited the cruise contract and said that the Captain had the right to make changes to the itinerary.

I definitely believe that Carnival profited from our extra days at sea and have been left feeling that they do not care for me as a client. I feel cheated and taken advantage of due to lack of good will on their part. It appears to me that for them the bottom line is all about making money.

Allen of Houston, TX May 7, 2009

Issue concerning the itinerary changes of the April 27 sailing of the Carnival cruise ship Ecstasy. Before embarkation, we contacted Carnival to confirm if alternate ports of call would be possible if the original planned itinerary was cancelled to both ports in Progresso and Cozumel. We were told that alternate site(s) would be scheduled if necessary. I trusted the information they released over the phone. We never questioned the business ethnics of Carnival until this cruise left port. We purchased the cancellation policy when we booked this trip so that we would have the right to exercise this option encase any situation arised. Relying on information we received from Carnival prior to this trip, we had no reason to believe that Carnival would give out false information. Also, the lack of official information communicated during the cruise from the cruise staff was non-professional. All passengers remained clueless to what itinerary changes were taking place after they cancelled the ports of call to Mexico. This experience feels much like a bait and switch deal. Good pubic relations by Carnival would have resulted in future Carnival cruises for my family.

Elizabeth of Salinas, Puerto Rico May 7, 2009

On December 14-21, 2008 Our family traveled in The Victory Cruise line. The last day of the cruise Sunday, Dec 21, 2008 we arrieved at our country San Juan, Puerto Rico. For our surprise at the moment to pick-up our luggages, 1 luggage was missing, these persons don't any control with this. I notified the people. We stood there for the last minute, no one couldn't explain what was the problem?

So, all they told me was to filled out a claim and that someone would call. Nobody gave me an answer. By Monday, December 22, 2008 I Called and they told that I had to wait for at least 90 days. And to send them a letter with the descriptions of the containing. I did it. Then they wrote back to me apologizing their prestige company. And now after almost 5 months nobody called or even write a letter. Please let me now If you can help me. I suffer because my son was very sad.

Samuel of Bossier City, LA May 7, 2009

WE booked cruises on the Carnival Splendor for May 31, 2009. Due to the Swine Flu in Mexico where we were sailing Carnival reroute the ship to the Pacific Northwest. Since then routing they have changed the destinations again. I contact Mrs. Richardson on May 4, after Carnival posted the alternate distination thru email. This was the date Carnival stated they would post ships alternate destinations. On May 5 they post all information must be receive by May 7, 2009.She contacted me on May 4 thru email stating our ship wasn't changed yet and not to worry. There are 5 couples in our party that are booked to go on this trip. We are all displeased with the alternate location.

On May 5, at 4:00 p.m., Mrs. Richard contacted me thru email and said we could change the trip to the Western Caribbean. On May 5 in the a.m. she contacted some else in our party and told them that Carnival stated they did not have rooms available to everyone. She then asked us to postpone the trip and move it to June 7, 2009. I then email her back on May 6, at stated I wanted a copy of our cancellaton insurance and ask her to either email the sight where I could look at the document or send me a copy of it thru certified mail. As of yet I have not received this.

I have contacted Carnival Cruise Lines over the alternate destinations and they have stated there would not be any refunds. We could cancel the trip and reschedule before December 2010. Carnival has stated on their website that we are to be contacted by letter either by them or our Cruise Planner. They give us until May 7, 2009 which is tomorrow to decide if we are accepting the alternate destination or rescheduling.

On May 4, 2009 I stated this in my email to Mrs. Richardson and also how much money I would be out if we cancelled and was there any alternate ports we could chose from to solve this problem. She has not to this date and time contacted me either with letter or email answering any of my request. Cost of trip to Mexico purchased thru Cruise One 4849.43 Having to reschedule vacation at work.

Erika of Austin, , TX May 6, 2009

Unreal. We were set to sail to Mexico from Galveston . We called prior to leaving since the Swine Flu was all over the news. The rep stated that we could not reschedule, and that if there was an issue we would be rerouted to other ports rather than those in Mexico. Well, long story short we didn't port anywhere. We actually heard it from CNN before our captain bothered to tell us. Not a word mentioned regarding why we weren't going elsewhere else. We were only told we weren't going to port anywhere (at 6 pm the night we were supposed to port at at our first stop) We never received an apology and the cruise director only referred to the whole mess by "the letter you received."

The waitstaff and the stewards were nice. "go Bernardo and Saun!" The people we met at dinner were super nice too, and were honestly the best part our our cruise to nowhere.

The ship was gross, smelled like sewage.The people in charge of debarkation need a new job. (except for the guy from Canada) It was seriously a zoo. Ultimately, we got a whopping 40 credit. Are you kidding me? Talk about adding insult to injury. I call everyday. I want our money back. We could have done something and gone somewhere with that money. Did I mention it was our honeymoon?

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