Carnival cancels my cruise in error... What would you do?

[Toesinthewater728]

Long story made short; I booked a balcony with a free cruise/discounted upgrade voucher from Carnival. When I booked it I had to put down the taxes, fees, & upgrade cost (for arguments sake $250) and the balance was $1250 that the carnival rep told me would be written off by a casino host. I received a booking number and confirmation.

 

A day later I received an email stating that if I didn't pay my balance my cruise would be canceled. I spoke & emailed carnival and a rep told me to ignore the email as the casino would take care of it. Since I had these instructions via email I let it be.

 

Today I went to print out my boarding passes and behold the cruise was canceled. I have called carnival, based upon hard evidence (email communications) they acknowledged their error. They offered me a free bottle of wine with an interior room...... That's not fair at all!

 

They have suites available but they though it would be better to give me a free bottle of wine.

 

I politely told them I was insulted by this offer, and asked to speak to a supervisor. With this said what do you think is a fair request?

 

I was willing to spend x amount on a balcony, with ship sailing in 4 days does it not seem reasonable to get a free upgrade?

 

 

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[seabum]

IMHO they should definitely honor your reservation - even if they have to upsell / upgrade someone else out of a balcony up to a suite to free up a balcony for you.

 

Or offer a suite to you for a reasonable upsell amount - I would think there must be someone in a balcony who would be thrilled to get a call from the upsell fairy - then everyone wins.

 

Have you incurred other nonrefundable expenditures for this trip - airlines hotels etc ?

 

Bring that up with them and see if that helps your case -

 

Otherwise - take the inside and wine (to drown your sorrows) and get them to give you another "free cruise credit" for a future trip.

 

All this is based on their confirmation that this was their error - backed up by the email records.

 

Good Luck

[TIMMYJAM]

I just had a similar situation today with the reservation department and promotions. I have been booked for 2 months on the Breeze for an interior room. We decided this weekend to upgrade to and OV and add a passenger. Everything went great and we were set. Wife wonders "well the upgrade to OV was simple, we should inquire about a balcony". We call up and speak to a lady who I explained I wanted an upgrade to a Balcony room through the promotions department. The person I was speaking to told me she could handle it by just asking a promotions person a code. She comes back on the line and told me 135.00 to upgrade to a Balcony. I then asked is that per person or total (because i paid a little more to upgrade to the OV room). She said total and she confirmed this with promotions. I said sold and paid for it immediatley. Well today I get a call that I owed XXX.XX and if I didnt pay my balance I would be canceled. Long story short (too late?) it took two managers and a promotions person over 5 hours to determine the reservation person made a big error and they credited my account. No appology, nothing for my waisted time, or no acknologment of my aggrivation. Just an email with a clear balance. I am glad I took great notes and had email proof of communications to back me up or I am not sure what I would have done. Not very happy with the way Carnival handled this.

 

Does anyone know a contact person who I might inquire about this to? I would like someone to know about this issue to at least solve any future issues.

[pe4all]

Toes- it stinks that your cruise booking was messed up. It sounds like you did not book through the CCL casino player's club, when it seems your voucher was given thru some kind of casino play. Call the Players Club. I have never heard of a host "writing off" the balance of a cruise unless you book/speak to them directly when booking. Your cruise balance must show "zero" before sailing, or they will cancel your booking, as they did. I always book thru Players Club, and also upgrade to a balcony. I get a confirmation and booking #, as you did. If there is a balance due, I know it at that moment. If there is any discount to be given, it is given directly at the time of booking - not written off later. Call PC this morning and see what they can do for you. Good luck!

[RWolver672]

The above two postings are classic examples of why you need to print off every piece of communication you get from Carnival or any other company. At least they had something to back up their claims.

 

By the time our cruises arrive, I have two full foldes to back up what I was told. One for strictly the cruise, the other for hotel, car rental, flights, etc. More than once it has saved me by just having to show a piece of paper.

 

Whomever said this was a paperless society never had to deal with a company.

Edited January 6, 2015 by RWolver672

[Butterbean1000]

Carnival really needs to improve in their customer service training. I have had some issues in the past, but nothing like the stories above. I hope you are able to enjoy your cruise.

 

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[Davey Wavey]

It sounds like you did not book through the CCL casino player's club, when it seems your voucher was given thru some kind of casino play. Call the Players Club. I have never heard of a host "writing off" the balance of a cruise unless you book/speak to them directly when booking.

 

Actually, the free cruise voucher through the casino has a number to call that sends you to the promotions department, not the players club. After booking, they tell you right then to ignore the balance due as it will disappear within 48 hours. I have never had to speak to the players club for the balance to disappear, and it is near impossible anyway to talk to the players club these days.

 

I'd try to locate the original voucher and call the number they provided. Send an email to casino@carnival.com and let them know what happened. Maybe they can help.

[Davey Wavey]

Does anyone know a contact person who I might inquire about this to? I would like someone to know about this issue to at least solve any future issues.

 

Carnival has two good customer service reps on their own "Funville" forums under a section called something like "need Carnival assistance." They will ask you to send your cruise details to them via email. They usually get something done same business day.

[kelkel2]

I feel horrible for you! I agree I would contact the players club and see what they say.

I would also be insulted to have them offer me a spot in an Interior room. Really, that doesn't really sound like a whole lot of fun. I know there are people who love Interior rooms, but I am claustrophobic and I need air. That would just drive me nuts. And to give you a bottle of wine to say sorry? Um not quite cutting it. That doesn't even make up for all the stress and the worry you are having trying to fix this!

I am really happy for you that you got everything in writing and you at least have their emails to back you up!

[Becci]

I had basically the same thing happen november of 2013. Booked and completely paid for a cruise. Remembered that I had a $100 voucher from a previous trip and called to add it. A few weeks passed and I checked my booking online to find that it was unavailable. When I called to find out what was going on I was told that I had cancelled my cruise and there was nothing they could do. After about 3 hours on the phone, 4 supervisors, and a lot of frustration I was given a lesser room and told that it was all they had and that I must accept it. No refund. No credit. Nothing. May I point out that I am a platinum cruiser not some beginner that did something silly with my booking. I love carnival but they do need to work on their policy when it comes to computer glitches and other situations like this.

 

I hope it works out better for you than it did for me.

[Mrs. Squirrel]

Whomever said this was a paperless society never had to deal with a company.

 

Could not agree more. Last year I rented an SUV from a local Hertz. Luckily I printed out my confirmation of the rate and brought it with me, because I am old school. When we went to pick-up the SUV, the rate Hertz was showing tied to our reservation number was several hundred dollars more than my confirmation. Manager even called Hertz corporate and their system was showing the higher rate. At first, Hertz was like, well. . .that's what the price is. . .take it or leave it. I was polite but firm and unmovable and eventually walked out with the rental at my booked price. Had I not had a hard copy confirmation it would have been take it or leave it.

 

OP, I would not accept an interior cabin as the final resolution to your issue. Let us know what happens.

Edited January 6, 2015 by Mrs. Squirrel

[kelkel2]

I had basically the same thing happen november of 2013. Booked and completely paid for a cruise. Remembered that I had a $100 voucher from a previous trip and called to add it. A few weeks passed and I checked my booking online to find that it was unavailable. When I called to find out what was going on I was told that I had cancelled my cruise and there was nothing they could do. After about 3 hours on the phone, 4 supervisors, and a lot of frustration I was given a lesser room and told that it was all they had and that I must accept it. No refund. No credit. Nothing. May I point out that I am a platinum cruiser not some beginner that did something silly with my booking. I love carnival but they do need to work on their policy when it comes to computer glitches and other situations like this.

 

I hope it works out better for you than it did for me.

 

That is such CRAP!! Did you end up going? You know I always think about what I would do in a situation like this, because I do pay for airfare, transfers etc...With my work schedule and having to ask for time off months in advance I really put a lot of time and planning into booking a cruise and if Carnival offered me a room for a cruise they accidentally cancelled I think I would ask them if they have another ship in the same Port that they could put me on that had a similar room to what I was booked in. I mean I would rather do that then take a downgrade for their mistake.

[springs741]

The above two postings are classic examples of why you need to print off every piece of communication you get from Carnival or any other company. At least they had something to back up their claims.

 

By the time our cruises arrive, I have two full foldes to back up what I was told. One for strictly the cruise, the other for hotel, car rental, flights, etc. More than once it has saved me by just having to show a piece of paper.

 

Whomever said this was a paperless society never had to deal with a company.

 

You saved me having to type the above. I too have every communication saved electronically or hard copy. And I take very good notes of all conversations. It can really help your cause when you can say " On January 6th at 9:30 AM I spoke with....." It helps support that you pay attention to details.

 

To the above posters, yes Carnival does need to make it right. OP you should hold out for the balcony at minimum. This was their mistake and you have the paper trail to prove it.

[MadManOfBethesda]

Have you incurred other nonrefundable expenditures for this trip - airlines hotels etc ?

 

Bring that up with them and see if that helps your case -

 

How is this relevant? He isn't being denied boarding. In effect, his cruise isn't being cancelled, just the upgrade to a balcony cabin that he had paid for. (And for which he is obviously entitled to a refund.)

 

OP you should hold out for the balcony at minimum. This was their mistake and you have the paper trail to prove it.

 

How's he supposed to hold out? And what would that accomplish? The ship sails in three days.

[MadManOfBethesda]

I feel horrible for you! I agree I would contact the players club and see what they say.

I would also be insulted to have them offer me a spot in an Interior room.

 

Say what? Casino management gave him a certificate for a free cruise in an interior cabin. How is that an insult? The OP subsequently paid for an upgrade to a balcony cabin which was lost through a mix-up on Carnival's end. That really sucks, but the OP is still being offered space on the ship in the original cabin level of his free cruise offer.

 

I think Carnival should do whatever possible to try to make it up to the OP since they screwed up his reservation, but again, I don't see how receiving the free interior cabin the casino originally offered him is an insult.

[kelkel2]

Say what? Casino management gave him a certificate for a free cruise in an interior cabin. How is that an insult? The OP subsequently paid for an upgrade to a balcony cabin which was lost through a mix-up on Carnival's end. That really sucks, but the OP is still being offered space on the ship in the original cabin level of his free cruise offer.

 

I think Carnival should do whatever possible to try to make it up to the OP since they screwed up his reservation, but again, I don't see how receiving the free interior cabin the casino originally offered him is an insult.

 

It's an insult because he chose to upgrade to the balcony, paid for the upgrade and then they in their error cancelled his room. That's not his problem. It's theirs. When I cruise I book a balcony. If I can't afford the balcony I can't afford to cruise. Sorry but that's how I choose to vacation. Then they think they can make it better by giving him a bottle of wine? What if he doesn't even like wine? Like I'm sorry but Carnival seems to think the "heres a bottle of wine" bandaid fixes everything but it really doesn't. If they did this to me a bottle of wine wouldn't make me happy. I would want the room I booked. Maybe not the exact same room, but at least the same type of room.

I can't help but feel like he's really being cheated.

[cruiser fanatic]

That's beyond ridiculous. Carnival should honor your booking. I would call Carnival and explain the situation and keep calling until you get the answer you want. At Carnival, if you call 10 times you will get 10 different answers! Get a supervisor if you need to.

[MadManOfBethesda]

It's an insult because he chose to upgrade to the balcony, paid for the upgrade and then they in their error cancelled his room. That's not his problem. It's theirs. When I cruise I book a balcony. If I can't afford the balcony I can't afford to cruise. Sorry but that's how I choose to vacation. Then they think they can make it better by giving him a bottle of wine? What if he doesn't even like wine? Like I'm sorry but Carnival seems to think the "heres a bottle of wine" bandaid fixes everything but it really doesn't. If they did this to me a bottle of wine wouldn't make me happy. I would want the room I booked. Maybe not the exact same room, but at least the same type of room.

I can't help but feel like he's really being cheated.

 

How is he being cheated?? He is being given a free room. I agree that it sucks that they screwed up his booking and should offer him something more than a bottle of wine. Perhaps some OBC. But the cruise is in 3 days and there apparently aren't any better rooms to give him. Exactly what to do you expect Carnival to do at this point? Kick someone else out of their bought & paid for balcony cabin and give it to the OP?

[winddawn]

Long story made short; I booked a balcony with a free cruise/discounted upgrade voucher from Carnival. When I booked it I had to put down the taxes, fees, & upgrade cost (for arguments sake $250) and the balance was $1250 that the carnival rep told me would be written off by a casino host. I received a booking number and confirmation.

 

A day later I received an email stating that if I didn't pay my balance my cruise would be canceled. I spoke & emailed carnival and a rep told me to ignore the email as the casino would take care of it. Since I had these instructions via email I let it be.

 

Today I went to print out my boarding passes and behold the cruise was canceled. I have called carnival, based upon hard evidence (email communications) they acknowledged their error. They offered me a free bottle of wine with an interior room...... That's not fair at all!

 

They have suites available but they though it would be better to give me a free bottle of wine.

 

I politely told them I was insulted by this offer, and asked to speak to a supervisor. With this said what do you think is a fair request?

 

I was willing to spend x amount on a balcony, with ship sailing in 4 days does it not seem reasonable to get a free upgrade?

 

 

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I have never heard of a booking like this with Carnival. Normally when the casino offers you a certain casino offer, it comes with a fare code that brings up the offer details, which in your described case would be a free inside cabin offer where you pay the taxes and port charges, and you may also pay to upgrade the offer. I've never heard of a situation where you book the going fare and then wait for the casino to write off the cost. What you describe is not the way casino offers typically play out. What fare code came with your casino rate offer?

Edited January 7, 2015 by winddawn

[babyblue78]

How is he being cheated?? He is being given a free room. I agree that it sucks that they screwed up his booking and should offer him something more than a bottle of wine. Perhaps some OBC. But the cruise is in 3 days and there apparently aren't any better rooms to give him. Exactly what to do you expect Carnival to do at this point? Kick someone else out of their bought & paid for balcony cabin and give it to the OP?

 

I would expect them to correct their error by giving the OP at minimum what they had upgraded to. If no balcony cabins available, they should give them a higher category that has an opening (which the OP status are available). OR they could upsell someone from a balcony to a suite and give the OP the balcony. Either way Carnival should place the OP in an equivalent or better cabin than the one that was lost due to their error.

 

This coming from someone in regional operations management background, I have had to authorize such corrections in my career to correct errors on behalf of the company. Really pretty basic to me?

[kelkel2]

I would expect them to correct their error by giving the OP at minimum what they had upgraded to. If no balcony cabins available, they should give them a higher category that has an opening (which the OP status are available). OR they could upsell someone from a balcony to a suite and give the OP the balcony. Either way Carnival should place the OP in an equivalent or better cabin than the one that was lost due to their error.

 

This coming from someone in regional operations management background, I have had to authorize such corrections in my career to correct errors on behalf of the company. Really pretty basic to me?

 

THIS. Exactly.

I completely agree. I have a management degree and I have worked in customer service for many years and I am sorry but how Carnival is handling this is just not how I would chose to operate my company.

I really feel like offering someone a room of lesser value to what he had booked due to CARNIVAL'S ERROR is truly a mistake on Carnival's part. Why should ha have to accept that? He didn't wait to sail in an inside room or he would have chosen that from the beginning.

I mean honestly why couldn't they offer him one of the open suites as a form of apology? Would carnival really be losing that much money on such deal? Not really..

[Toesinthewater728]

I appreciate the responses. The last two posted alluded to being in management, and even a regional director... I can relate. I am the COO of a business and have had to "bend over backwards" on occasion to make up for a service error that is the result of the staff that I am ultimately responsible for, when our managers are not able to rectify the situation. I know that the one customer in question will not make or break the bottom line, but what is right is right all the time.

 

I hoped that karma would treat me kindly since I have always treated my own customers the way I would want to be treated and so far it looks like Carnival is making that attempt.

 

I do not have a room still, but I have a guarantee of a category 8M or better and have been refunded the money I paid for the upgrade. At this moment, as long as I do get a balcony, I would be happy. If carnival chose not to charge me for the upgrade like I originally agreed to pay as a gesture for the anxiety that they have caused me I would be extremely appreciative and continue to be an even more loyal customer.

 

Like some posters have mentioned; I would not travel in an inside cabin... I need the air. I am a little too head strong to call it claustrophobia but none the less it is my money and I will spend it how I choose. I promise if an upgrade was not an option, I would have thrown my voucher out when I received it. I appreciate the posters that acknowledge that.

 

One poster mentioned the voucher coming with a code... It did, I gave the code to the agent & even scanned and emailed it him upon his request.

 

I'm very happy I had the email communications from that point forward because it has helped me hold carnival accountable for this incident.

 

 

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[MadManOfBethesda]

I have never heard of a booking like this with Carnival. Normally when the casino offers you a certain casino offer, it comes with a fare code that brings up the offer details, which in your described case would be a free inside cabin offer where you pay the taxes and port charges, and you may also pay to upgrade the offer. I've never heard of a situation where you book the going fare and then wait for the casino to write off the cost. What you describe is not the way casino offers typically play out. What fare code came with your casino rate offer?

 

I took a free cruise via a casino offer on Conquest over Christmas and I also took a free cruise via casino offer on Glory in November. Contrary to what you wrote above, my experience has been exactly the same as what the OP described. I called the promotions department as instructed by the letter I received and gave the agent the code thereon. When I received an email confirmation of my registration, it showed a balance due that was to be wiped off in 24-48 hours. This occurred as scheduled for my Glory cruise, but did not happen right away for the Conquest cruise. When the balance due was still showing several days later, I called the promotions department again and asked about it. The person with whom I spoke apologized for the confusion and said that she would resubmit the requisite form/documentation. The balance due subsequently disappeared the following day.

[kelkel2]

I appreciate the responses. The last two posted alluded to being in management, and even a regional director... I can relate. I am the COO of a business and have had to "bend over backwards" on occasion to make up for a service error that is the result of the staff that I am ultimately responsible for, when our managers are not able to rectify the situation. I know that the one customer in question will not make or break the bottom line, but what is right is right all the time.

 

I hoped that karma would treat me kindly since I have always treated my own customers the way I would want to be treated and so far it looks like Carnival is making that attempt.

 

I do not have a room still, but I have a guarantee of a category 8M or better and have been refunded the money I paid for the upgrade. At this moment, as long as I do get a balcony, I would be happy. If carnival chose not to charge me for the upgrade like I originally agreed to pay as a gesture for the anxiety that they have caused me I would be extremely appreciative and continue to be an even more loyal customer.

 

Like some posters have mentioned; I would not travel in an inside cabin... I need the air. I am a little too head strong to call it claustrophobia but none the less it is my money and I will spend it how I choose. I promise if an upgrade was not an option, I would have thrown my voucher out when I received it. I appreciate the posters that acknowledge that.

 

One poster mentioned the voucher coming with a code... It did, I gave the code to the agent & even scanned and emailed it him upon his request.

 

I'm very happy I had the email communications from that point forward because it has helped me hold carnival accountable for this incident.

 

 

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I have to applaud your attitude. Instead of kicking and screaming and throwing a fit, I can tell you are being quite calm about the situation and you are being nice about it. But like you said you have the right to cruise in what you originally paid for.

Hopefully Carnival sees your politeness and treats you the way you clearly deserve to be treated. It's not like you called them cursing and screaming, which some people certainly would have.

I really hope you get your balcony. An 8M isn't a suite, it's an upgraded balcony. I mean it's not an ocean suite. So honestly it wouldn't cost them that much to put you in that cabin. I mean come on, they call people with deals all the time. This is one of those situations that truly can make or break your loyalty to a company and I do hope they do right by you.

[foundmyMcGyver]

Hi springs741...sorry to get off topic, I see you are on Freedom cruise from Fl-TX. DH and I are on this as well. So ready to get away from this cold NH weather. :-) To OP good luck and I hope Carnival comes through for you and does the right thing.