Currently on hold for 1 hour and 59 minutes

[randyfipps]

I have booked a cruise to replace my Ecstasy cruise Carnival cancelled Monday. Trying to get my cruise credits and what I have already paid applied. The Carnival resolutions is where I was getting transferred to. It's been 2 hours and I am still on hold, talked to nobody. How long is the wait? Any help is appreciated. 

[wemjam]

You and everyone else unfortunately.  Right now it could be a LONG time for wait.  If your new cruise isn't for a few months I would wait a week or two and let the dust settle might not take so long then.

[K_e_short]

4 minutes ago, randyfipps said:

I have booked a cruise to replace my Ecstasy cruise Carnival cancelled Monday. Trying to get my cruise credits and what I have already paid applied. The Carnival resolutions is where I was getting transferred to. It's been 2 hours and I am still on hold, talked to nobody. How long is the wait? Any help is appreciated. 

 

Yesterday I called 3 times and each time I was put on hold without the lovely annoying repetitve background music. I hung up each time because I didn't trust them that i was actually on hold.

Called back at 6pm and stayed on hold for an hour then hung up.

I called back at 7pm and was on hold an hour then transfered to the Casino bookings and on hold another hour.

 

[Denverdonkeys]

7 minutes ago, randyfipps said:

I have booked a cruise to replace my Ecstasy cruise Carnival cancelled Monday. Trying to get my cruise credits and what I have already paid applied. The Carnival resolutions is where I was getting transferred to. It's been 2 hours and I am still on hold, talked to nobody. How long is the wait? Any help is appreciated. 

plenty of time, I would wait to call back unless you rebooked a cruise that sails soon.

[randyfipps]

2 hours and thirty minutes now, I am giving up. I guess if they don't apply the credits I can always cancel and just not cruise Carnival anymore. I have been over 60 days with Carnival and always bring at least 6 to 10 other family members with us. I feel they could take a number and call back as they can or text with a date they will call you back.

[JMG1973]

When I called last, was on hold for just over an hour, which while annoying, to be fair we did have the carnival rep on the phone for over an hour, rebooking, transferring, fixing credits, and verifying OBC for us. It was a long process, but sitting with a friend having cocktails, planning a future cruise, with the hold music on speaker is not a bad way to spend an afternoon. I just take it as part of the "experience" and to be fair, the carnival reps are AMAZING every time I have to make a call. With everything changing on a daily basis, I cannot even imagine these poor folks at the end of the day trying their best to accommodate all of these changes. 

[ProgRockCruiser]

22 minutes ago, randyfipps said:

2 hours and thirty minutes now, I am giving up. I guess if they don't apply the credits I can always cancel and just not cruise Carnival anymore. I have been over 60 days with Carnival and always bring at least 6 to 10 other family members with us. I feel they could take a number and call back as they can or text with a date they will call you back.

You and probably tens of thousands of other people are calling.  Carnival (no cruise line of that size) simply doesn't have the resources to assist everyone within 48 hrs of mass cancellations.  Give it a few days, try again.

[randyfipps]

I understand, I will try again. It just seems like you could email them and a lot of the minor issues could be handled without tying up a representative. I have plenty of time, I hoped if a few people let them know their frustration they might give us some more avenues to at least get recognized. 

[BenjiRodney]

1 hour ago, randyfipps said:

I have booked a cruise to replace my Ecstasy cruise Carnival cancelled Monday. Trying to get my cruise credits and what I have already paid applied. The Carnival resolutions is where I was getting transferred to. It's been 2 hours and I am still on hold, talked to nobody. How long is the wait? Any help is appreciated. 

Sorry for the long wait.  This is the reason I use a travel agent.  They do the rebooking for you. I have not had to wait on hold at all for any of my 4 cruises that were cancelled. Just sent an email to the agent on what I wanted to rebooked and sit back and wait for the new confirmation.

[wemjam]

8 minutes ago, randyfipps said:

I understand, I will try again. It just seems like you could email them and a lot of the minor issues could be handled without tying up a representative. I have plenty of time, I hoped if a few people let them know their frustration they might give us some more avenues to at least get recognized. 

If you can find a good PVP going forward you can always email them.  If I was in your shoes I would just email my PVP and advise him I need monies transferred from cancelled to new booking and give them the booking #.  It might take a day or two (because they are slammed right now), but he would get it done and I would get the updated confirmation in no time

 

If you have cruised 60 days already, I would look into a good PVP to help.  They can be invaluable, especially at times like this.

[randyfipps]

wemjam Thanks for the PVP idea. Never used one before. I sent a request. If they can help me with this, I will definitely use them for future bookings.

[Cruisesfun65]

My longest hold was 3 hours, I have a screen shot. 

Complaining about it won't help, trust me.

[ninjacat123]

9 minutes ago, randyfipps said:

wemjam Thanks for the PVP idea. Never used one before. I sent a request. If they can help me with this, I will definitely use them for future bookings.

Through this Covid time I have been so happy to have my PVP in my back pocket so to speak.  I've always booked my own cruises with Carnival in the past and she has been a big help!

[Kimd1971]

My PVP has been amazing through all of this. I would definitely look into getting one. I don't think we are allowed to recommend one here or I would send you mine. 

[BlerkOne]

Carnival just announced cruising plans for the next few months, including cancellations, and many thousands are in line with you.

[FloridaMommyof3]

Get a PVP.  Then you have an extension as well as an email address.  

[dbrucern]

2 hours ago, randyfipps said:

I have booked a cruise to replace my Ecstasy cruise Carnival cancelled Monday. Trying to get my cruise credits and what I have already paid applied. The Carnival resolutions is where I was getting transferred to. It's been 2 hours and I am still on hold, talked to nobody. How long is the wait? Any help is appreciated. 

This is why I have a PVP.

[randyfipps]

Thanks everyone. I have sent in the PVP request. I hope they can help. I just want the OBC and the $800 from previous cruise applied to the booking I made. The rep. transferred me to resolution at 9 this morning and that who I was holding for. I have plenty of time to resolve and get everything straightened out. I am sure a PVP will help. I was hoping to get to to Platinum with Carnival with this and one more cruise. I am sure everything will be fine. Thanks for the responses.

[ontheweb]

1 hour ago, BenjiRodney said:

Sorry for the long wait.  This is the reason I use a travel agent.  They do the rebooking for you. I have not had to wait on hold at all for any of my 4 cruises that were cancelled. Just sent an email to the agent on what I wanted to rebooked and sit back and wait for the new confirmation.

And can you imagine how frustrated TAs are with long waits. And remember they do not get paid their commissions until you are actually sailing on the booked cruise.

[WhaleTailFlCruiser]

3 hours ago, randyfipps said:

I have booked a cruise to replace my Ecstasy cruise Carnival cancelled Monday. Trying to get my cruise credits and what I have already paid applied. The Carnival resolutions is where I was getting transferred to. It's been 2 hours and I am still on hold, talked to nobody. How long is the wait? Any help is appreciated. 

Considering they just sent out a bunch of mass decisions for exemptions for upcoming cruises you could be on the phone awhile.

[Shih-tzu]

Many calls could be to cancel since the announcement they could not accept the AstraZenica and MRNa mix.  Here in Canada many werent given the choice.  I'm fine as I was lucky but other family members aren't.   Of course if one can't cruise now, the rest if the family will cancel as well.  I'm sure they'll get it all sorted eventually......but if I was close to final payment I'd be cancelling now. 

[deliver42]

All the cruise lines have long wait. It would be nice if they followed the airlines and give you an option for them to call back. I used that on American, and it was a pleasure not hanging on the phone. They did call back.

[Kevin308]

6 hours ago, randyfipps said:

wemjam Thanks for the PVP idea. Never used one before. I sent a request. If they can help me with this, I will definitely use them for future bookings.

If you get emails from Carnival you already may have one and not know it.  I couldn't get through either and after looking closer at some of my emails I found ones name number and ext in one of the emails.   It wasn't really promentaly placed

[ninjacat123]

6 minutes ago, Kevin308 said:

If you get emails from Carnival you already may have one and not know it.  I couldn't get through either and after looking closer at some of my emails I found ones name number and ext in one of the emails.   It wasn't really promentaly placed

when I go to the Carnival website and click on Plan, then Request a Carnival Planner is  choice.  Click on that and you should be good to go!

[ontheweb]

12 hours ago, deliver42 said:

All the cruise lines have long wait. It would be nice if they followed the airlines and give you an option for them to call back. I used that on American, and it was a pleasure not hanging on the phone. They did call back.

Same here. I forget whether it was Jet Blue or United (probably United), but they gave a range of time they would call back and called back basically at the earliest time they said they would.