Carnival's policy when a ticketed/paid passenger dies before sailing - DISGUSTING

[2wheelin]

No hotel I have ever stayed in has docked at a foreign port. Thus, they don't care who stays with me.

Cheap airline tickets have the potential of being resold for a profit. Possible reason for charging for name change?

[bUU]

Everyone who hasn't bothered to read the whole thread should keep in mind that other than the rant in the original post, no details on how the booking was made is provided.

Due to the lack of details, people raised various possible scenarios, and we're discussing those possible scenarios in this thread, rather than just the OP's situation.

 

Cruise lines provide a transportation service that includes room and board. That makes them more like airlines than hotels.

Cruise lines are actually a bit like both airlines and hotels, each in certain ways, but they also differ from airlines and hotels in other ways. For example, cruise ships and airlines are similar in that they can change the embarkation time at their exclusive discretion. However, airlines cannot change your departure time to three days later, and/or move your departure to another city, and still hold you to take the flight, while cruise lines can do either or both of those things and still hold you to the terms and conditions of the cruise contract within defined parameters. Edited November 2, 2017 by bUU

[nealstuber]

You've misunderstood. John and Jane were in the same exact situation. The only difference is that John purchased insurance and Jane did not. Jane is trying to collect cost considerations from the cruise line without having actually purchased the insurance that would cover such costs.

 

If you feel strongly about that, then seek to have insurance banned. Until then, we are living in a world with insurance.

 

 

I did not misunderstand. My point is even though John has insurance, it would be better for all of us cruisers if he would fight for something that cost the cruise line next to nothing to do rather than pass these charges on to the insurance company.

You were the one who first stated that it’s not fair for the many to pick up the shared cost of accommodating the one. I’m simply pointing out that the shared burden would be much lower if OP’s sister is successful in getting Carnival to make this accommodation.

 

We don’t need to ban all insurance, we just need to act like it’s our money even when we have a valid claim.

 

 

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[pokerguy90]

I always find the truth lies in the middle. Sometimes, like in this situation we don’t know how the OP conducted themselves while speaking with the rep.

 

In a situation as stressful as the loss of a family member, people tend to want sympathy. It’s a natural instinct to want to be pacified. Especially in a time like this.

 

However, Carnival is a disinterested 3rd party. Who has to conduct business and tow the company line.

 

Now, if the tone was assertively delivered people typically are not that willing to be sympathetic. Don’t know if this happened here.

 

Was trip insurance purchased? I don’t think so. That’s were people still expect the rules to be broken as those rules do not apply to them, I’m special.... me, me, me.

 

It is baffling, that most people don’t properly protect themselves from financial hardship or just simplify there lives.

 

But not buying “PROTECTION” and asking for a special consideration. Negates the integrity of the purpose for insurance.

 

If you have a house fire, and family members die as a result.... guess what, you still have to pay your mortgage. I can go on, and on. But, I’ll stop here.

 

 

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[YoHoHo]

Cheap airline tickets have the potential of being resold for a profit. Possible reason for charging for name change?

Yes

[pokerguy90]

It's not just typical of the cruise industry. After my mother passed away I immediately started cancelling all her utilities, letting them know that she had passed. When it came to her internet service I was just informed that service wouldn't be officially cancelled until the modem/router had been returned. I returned it to them the next day since it was the end of the month and didn't want to be charged another month. I was shocked when I received a bill for $250. When I called about it I was told it was a cancellation fee. I explained once again that she had died. Didn't matter, contract was such that early termination for any reason resulted in the cancellation fee. I was livid but paid the fee so we could get the estate settled in a timely manner.

Shortly after this a salesperson for this internet/communications company came into my workplace to pitch their services. It just so happened that the salesperson was a former co-worker and friend of mine. I lit into her about the whole disgusting situation and how it was handled by their customer service rep (she was very cold and curt - no sympathy whatsoever about losing my mother just days before). Needless to say, after I gave her an earful she was probably sorry she'd walked through the door! To her credit, and her boss's, they quickly cut me a refund check and offered a very sincere apology. I doubt I would have gotten the refund if it hadn't been for my previous aquaintance of the salesperson and I appreciated her going to bad for me. While I was very appreciative of the refund, I told both her and her boss that I'd really rather have them change their policy and that if a death certificate was produced, the cancellation fee would be waived. Don't know if that happened or not but they said they'd consider it.

 

 

 

Never happened. Come on you storyteller you. You... your good you....

 

 

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[Tapi]

Can someone tell me why the cruise industry gets to even charge a name change cancellation fee (other than they have great lobbyists working for them)?

 

 

Simply because people would find a way to take advantage of rules like that. Some would book multiple cruises knowing that they could then resell the unwanted cruise to anybody with an easy name change and even profit from it. Cruise lines don't want people to do this because it would create an artificial demand which in return diminishes inventory and increases fares for other cruisers legitimately interested in taking a particular cruise.

 

Rules like name changes and cancellation fees are there to protect the cruise line, but they also protect other cruisers from price hikes caused by the misdeeds of others. As it is, a lot of inventory is already tied up until final payment from cruisers who book fully refundable fares knowing that they can cancel without penalty until then.

 

 

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Edited November 3, 2017 by Tapi

[Elaine5715]

Everyone who hasn't bothered to read the whole thread should keep in mind that other than the rant in the original post, no details on how the booking was made is provided.

 

There is no information on the fare or promotion and the restrictions under which it was booked provided. There is no information if the cruise was booked under an exchange program (such as as time share exchange which has additional fees and penalties for cancellation).

 

In short, everyone is long on theory but has no facts to make any definitive statements on what the cruise line should do.

Plus it is all second hand information. The OP was not involved in the conversation with the cruise line.

[bUU]

I did not misunderstand.

We'll have to agree to disagree.

[sanger727]

 

Cruise lines are actually a bit like both airlines and hotels, each in certain ways, but they also differ from airlines and hotels in other ways. For example, cruise ships and airlines are similar in that they can change the embarkation time at their exclusive discretion. However, airlines cannot change your departure time to three days later, and/or move your departure to another city, and still hold you to take the flight, while cruise lines can do either or both of those things and still hold you to the terms and conditions of the cruise contract within defined parameters.

 

That all is true. However, none of those things apply to hotels either. I was just pointing out the flaw in the logic that cruises should follow the same cancellation policies and terms as hotels since that's what they are... when in fact there are some critical difference.

[bUU]

I agree. The assumption that anything should work exactly like something else is simply unsupportable. Such assumptions are often the basis of unfounded expectations and the foundation of unnecessary disappointment.

[bobjer17]

Neither the original post or any follow up posts had any mention of any travel insurance purchased, which certainly would have covered any financial losses, penalties and fees the OP's sister is facing.

You beat me to saying the same thing. Many people, including myself at one time, don't think they need it. But you never know what will happen in life. I always get it now. Better to have it and not need it than need it and not have it.

[bobjer17]

While I am sorry for the loss. I am someone who is a firm believer in travel insurance. Many people, including myself at one time, think we don't need it. But there are too many variables in life. If they bend rules for people who didn't purchase travel insurance then why bother to buy it? That is the point of purchasing trip insurance.

[Lady N Red]

Name change was all that was needed. I would speak with supervisor and get names.

[Elaine5715]

Name change was all that was needed. I would speak with supervisor and get names.

Except you are assuming the Person speaking to the cruise line ( who was not the OP ) was clear in requesting a name change only and the original booking permitted name changes.

[collect$]

I booked a cruise several years ago for myself and my daughter and her boyfriend. It was Early Saver. I had already paid the cruise in full and my daughter had to cancel because of work obligations. I received all of the fare back except the deposit of $500 and that was held by Carnival for 2 years towards another cruise. I have booked another cruise for October 2018 and my son is accompanying us on this cruise. I remembered the $500 credit Carnival was holding from my daughters reservation and asked if I could use that money towards my sons booking. They approved it all except $50. I really didn't expect Carnival to approve this but they did. I am very happy with them. I do think that in the case of a death they should show some sympathy. I also believe you should speak with someone higher up.

 

Elaine

[MomtherOfDragons]

So I didn't read the replies, but this bothers me. I was able to cancel two cruises with full refunds (well, credit for another cruise) because we fell pregnant and one cruise was my 24th week and the second cruise was 6 weeks after my scheduled c/s. I just had to provide a doctors note and it was a medical cancellation.

 

How is death not a medical reason to cancel???

[Elaine5715]

So I didn't read the replies, but this bothers me. I was able to cancel two cruises with full refunds (well, credit for another cruise) because we fell pregnant and one cruise was my 24th week and the second cruise was 6 weeks after my scheduled c/s. I just had to provide a doctors note and it was a medical cancellation.

 

How is death not a medical reason to cancel???

She doesn't want to cancel. Since you didn't read the replies, you would know everything depends under what rate they booked and the timing.

[dabear99211]

After being a long-time Carnival customer for over 30 years, I want to say how absolutely DISGUSTED my family is at how Carnival is treating my sister after her husband passed away last week.

 

Last spring, my sister and her husband booked a Carnival cruise for this November. About 6 weeks ago, her husband was suddenly diagnosed with cancer, and he passed away last week. We just had his furneral this week. My sister decided she would still like to take the cruise, to both honor him and to get away from reality for a short while. She has a close family friend that would be able to go to keep her company. She called Carnival to see how this can be arranged. To everyones shock, she was bluntly told that not only is there absolutely no refund for her husband who just died, but THEY REQUIRE HER TO PAY AN ADDITIONAL $250 'CANCELLATION FEE' ON TOP OF THAT! When she told me that, I told her there's no way that can be true, maybe she can contact them again and speak to another person. She waited and called them again, spoke with a different person, and was told the exact same thing. This is unbelievable. They kept saying it's because he "cancelled"... apparently they equate DYING as 'cancelling'. She felt she had no choice but to pay it. So as it stands now, they have kept her dead husbands entire fare, plus an additional $250 'cancellation' fee, and if a family friend can go with her, Carnival will gladly charge a 3rd full fare.

 

Does this sound right to anyone? Do other cruise lines do this? Is there anything more she can do? I would love to hear from others who had a similar situation happen to them, and what they were told.

 

Oh, she was also told that once she pays that additional $250, she would probably get some of it back, since Carnival may refund the port charges. How generous. But she will need to submit an appeal, including a death certificate. I'm just disgusted by the whole thing. Carnival is not the people-friendly company they want you to believe.

 

I am sorry for your loss, but that being said, that is why people should buy travel insurance, either with Carnival or some other company.

[bUU]

How is death not a medical reason to cancel???

She doesn't want to cancel. Since you didn't read the replies, you would know everything depends under what rate they booked and the timing.

Also, death IS one of the specified covered causes... It's just that she didn't actually purchase the insurance within which it is one of the specified covered causes.

 

 

This post may have been entered by voice recognition. Please excuse any typographical errors.

[nealstuber]

I am sorry for your loss, but that being said, that is why people should buy travel insurance, either with Carnival or some other company.

 

 

Did I miss the post where OP came back and said they did not have travel insurance?

And I still don’t see why it’s such a great idea for Carnival to make all kinds of extra money off somebody’s death when all that was requested was a next to no cost name change. These are the type of things that drive all insurance costs up.

 

 

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[Computer Nerd]

After being a long-time Carnival customer for over 30 years, I want to say how absolutely DISGUSTED my family is at how Carnival is treating my sister after her husband passed away last week.

 

Last spring, my sister and her husband booked a Carnival cruise for this November. About 6 weeks ago, her husband was suddenly diagnosed with cancer, and he passed away last week. We just had his furneral this week. My sister decided she would still like to take the cruise, to both honor him and to get away from reality for a short while. She has a close family friend that would be able to go to keep her company. She called Carnival to see how this can be arranged. To everyones shock, she was bluntly told that not only is there absolutely no refund for her husband who just died, but THEY REQUIRE HER TO PAY AN ADDITIONAL $250 'CANCELLATION FEE' ON TOP OF THAT! When she told me that, I told her there's no way that can be true, maybe she can contact them again and speak to another person. She waited and called them again, spoke with a different person, and was told the exact same thing. This is unbelievable. They kept saying it's because he "cancelled"... apparently they equate DYING as 'cancelling'. She felt she had no choice but to pay it. So as it stands now, they have kept her dead husbands entire fare, plus an additional $250 'cancellation' fee, and if a family friend can go with her, Carnival will gladly charge a 3rd full fare.

 

Does this sound right to anyone? Do other cruise lines do this? Is there anything more she can do? I would love to hear from others who had a similar situation happen to them, and what they were told.

 

Oh, she was also told that once she pays that additional $250, she would probably get some of it back, since Carnival may refund the port charges. How generous. But she will need to submit an appeal, including a death certificate. I'm just disgusted by the whole thing. Carnival is not the people-friendly company they want you to believe.

 

So you've been on these boards since 2004 and you told her, incorrectly, that it couldn't be true? Like it or not, someone dying is just like someone missing the boat for any other reason and that is the exact purpose of purchasing trip insurance. And you are disgusted that Carnival wouldn't bend their rules for your sister?? Amazing! :rolleyes:

 

BTW, Carnival is very people friendly to those who read, understand, and abide by the rules.

[Computer Nerd]

Fair is paying what you agreed.

 

When someone attempts to change the agreed to contract (such as cancelling a person) what was previously agreed to become irrelevant.

[Wheels87]

I would ask one simple question...where in the cruise contract does it state that the death of the passenger voids the terms and conditions of the contract?

[Kgol]

Did I miss the post where OP came back and said they did not have travel insurance?

And I still don’t see why it’s such a great idea for Carnival to make all kinds of extra money off somebody’s death when all that was requested was a next to no cost name change. These are the type of things that drive all insurance costs up.

 

 

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And it's what's right. Rules are rules... but common decency should prevail. A death of a family member is awful, and helping out a family in need at the time should just be good business practice.