Very frustrated with Carnival right now...

[pjfnme]

So, I finally received the notice that my upcoming sailing would be mandating vaccinations and was told that I had 14 days to reschedule if I chose to do so.  The DH refuses to wear a mask on our vacation so I relented and agreed to push the date out a year.  I immediately contacted my current PVP (who is fast and amazing), and was dismayed to learn that she wasn't able to help me.  Apparently the old PVP whom I made the reservation through, was no longer working for CCL and had booked my sailing under his travel agency!  I was told that I would have to contact him to make the change.  After waiting for two days, he told me that he was getting "push back" from Carnival about changing the date and that they needed to speak to me directly!  WTH? So,  NOW I've been on hold for over an hour and a half trying to get a "supervisor" on the phone to get this taken care of within their required time limits!  This is BEYOND frustrating!  Has anyone else experienced ridiculously long wait times or have I just been transferred into Carnival oblivion??  😠

[IntrepidFromDC]

No but thanks for sharing your story.  Good luck and hopefully you share that it got resolved in the end.  To me this is just one more reason not to use a PVP, not that I needed any more.

[Saint Greg]

Whoa. A PVP can own a travel agency and take bookings as a Carnival PVP but put them under his agency? That seems like double dipping. Carnival should be able to fix this if YOU didn't book with a travel agency. I wouldn't get off the phone until someone did.

[BabyJacks17]

I had to call this past Sunday to make a change to my booking.  I was on hold for 90 minutes before I received an automated message asking me to rate the service of my call that never took place.  I had to call back again and was on hold for another 60mins+ before I was able to talk with a live agent.    

 

I had several more hoops/transfers/call drops following this but in total this past Sunday, I spent almost 6 hours on the phone with Carnival - all to add 1 more pax to our room.  It was a mess and one I hope to never have to experience again. 

[BlerkOne]

Call Carnival and tell them you want a conference call with so called travel agent and call him out in front of them.

[pjfnme]

I probably wasn't very clear in my initial post...sorry about that.  But, my old PVP had been "downsized" by Carnival last year.  He just didn't bother to tell me that when I booked the cruise so I inadvertently booked it under his travel agency rather than through Carnival! Mad about that...but, normally I LOVE using a PVP.  I never have to do anything more than send her a text or an email to get whatever I need taken care of.  This entire situation has been a comedy of errors!  Every other large corporation at least has a call delivery system that will let you know how long of a wait you have, or what number you are in line.  Heck, they could always do that "schedule a call back" option!  Something more than THIS!!  I'm over two hours and counting now.  I'm afraid I might not be too nice if and when they finally answer.  

[urbanhawk]

 I  feel bad for the O.P.'s situation, and their frustration. I have a question, so I may avoid some of the similar issues. I booked a cruise on my own, using a casino  promo. Who do I contact to change my booking to a later date? (a pvp?  or the casino, directly?). Thanks.

[firefly333]

I've called carnival twice and long holds and got someone who said nope cant help let me transfer you to wait on another long hold for resolutions. Couldnt get a word in edgewise. Clearly their quality is very very poor. 

 

Carnival is going down a rabbit hole of very poor customer relations. Some of us will cruise no matter how terrible service is, but not be happy. 

 

If someone booked me with their travel agency I'd demand to transfer back. That's just wrong. 

[Don Kehote]

45 minutes ago, pjfnme said:

I'm afraid I might not be too nice if and when they finally answer.  

You can always choose how you treat other people, especially people who didn't cause the trouble you're experiencing.

[sanmarcosman]

47 minutes ago, pjfnme said:

I probably wasn't very clear in my initial post...sorry about that.  But, my old PVP had been "downsized" by Carnival last year.  He just didn't bother to tell me that when I booked the cruise so I inadvertently booked it under his travel agency rather than through Carnival!  

That was unethical of the agent not to inform you. Any respectable travel agency carries errors and omission insurance for just these situations. The agent erred when omitting to inform you they were no longer with Carnival and have their own agency or work for a travel agency. If this doesn't get resolved to your satisfaction the onus is on the agent to make you whole. Usually your invitation to "invite" them to a small claims court near your home city gets quick results. Good luck.

[pjfnme]

9 minutes ago, Don Kehote said:

You can always choose how you treat other people, especially people who didn't cause the trouble you're experiencing.

I know...I was being facetious. 

[Schoifmom]

That's just sad.  Unfortunately, if you used a TA, Carnival will not deal with you directly.  Many TA's report having the same issues getting through to Carnival for rebooking and changes.  It sounds to me like she just doesn't want to put forth the effort on your behalf. 

[pjfnme]

47 minutes ago, urbanhawk said:

 I  feel bad for the O.P.'s situation, and their frustration. I have a question, so I may avoid some of the similar issues. I booked a cruise on my own, using a casino  promo. Who do I contact to change my booking to a later date? (a pvp?  or the casino, directly?). Thanks.

Thanks so much.  Yes, you will go through Carnival if you booked it yourself.  If you have a PVP you can contact them...otherwise, just join the multitudes on hold. LOL. The rate "shouldn't" matter if you're just changing the date however they may want to switch you to the casino reps after you speak to one of the regular operators.  Be prepared just in case.  Carnival is currently able to make changes to dates, itineraries, etc for only 2021 and 2022.   

[pjfnme]

7 minutes ago, sanmarcosman said:

That was unethical of the agent not to inform you. Any respectable travel agency carries errors and omission insurance for just these situations. The agent erred when omitting to inform you they were no longer with Carnival and have their own agency or work for a travel agency. If this doesn't get resolved to your satisfaction the onus is on the agent to make you whole. Usually your invitation to "invite" them to a small claims court near your home city gets quick results. Good luck.

Completely agree!!  

[kdr69]

1 hour ago, pjfnme said:

I probably wasn't very clear in my initial post...sorry about that.  But, my old PVP had been "downsized" by Carnival last year.  He just didn't bother to tell me that when I booked the cruise so I inadvertently booked it under his travel agency rather than through Carnival! Mad about that...but, normally I LOVE using a PVP.  I never have to do anything more than send her a text or an email to get whatever I need taken care of.  This entire situation has been a comedy of errors!  Every other large corporation at least has a call delivery system that will let you know how long of a wait you have, or what number you are in line.  Heck, they could always do that "schedule a call back" option!  Something more than THIS!!  I'm over two hours and counting now.  I'm afraid I might not be too nice if and when they finally answer.  

Wow called this morning and took me 15 min to get to an agent.  Also if you called your "PVP" and he was no longer working for Carnival he was obligated to tell you this otherwise the booking was made under false pretenses.  Surprising when you looked at your Credit Card bill you didnt see the payment was made to a Travel Agency instead of Carnival.  You must have a personal phone number because when i phone my PVP it goes through the Carnival line and i have to enter an extension number to get to him.  

[firefly333]

10 minutes ago, kdr69 said:

Wow called this morning and took me 15 min to get to an agent.  Also if you called your "PVP" and he was no longer working for Carnival he was obligated to tell you this otherwise the booking was made under false pretenses.  Surprising when you looked at your Credit Card bill you didnt see the payment was made to a Travel Agency instead of Carnival.  You must have a personal phone number because when i phone my PVP it goes through the Carnival line and i have to enter an extension number to get to him.  

Actually if you book thru a ta, the charge is still from carnival. 

 

It should never be direct to the ta. 

[urbanhawk]

22 minutes ago, pjfnme said:

Thanks so much.  Yes, you will go through Carnival if you booked it yourself.  If you have a PVP you can contact them...otherwise, just join the multitudes on hold. LOL. The rate "shouldn't" matter if you're just changing the date however they may want to switch you to the casino reps after you speak to one of the regular operators.  Be prepared just in case.  Carnival is currently able to make changes to dates, itineraries, etc for only 2021 and 2022.   

O.K. I'll be prepared to wait, when I call.😬 I reread the e-mail O received from Carnival. It said bookings could be changed, as they have itinaries thru 2024. (I would rebook for sometime later next year. I'm an old man-made who knows if I'll even be here in 2024😇!!!!) Thanks for your response.

[ontheweb]

19 minutes ago, firefly333 said:

Actually if you book thru a ta, the charge is still from carnival. 

 

It should never be direct to the ta. 

That is true, but the OP should have got an invoice for the cruise through the travel agency.

[cmichael1221]

2 hours ago, pjfnme said:

So, I finally received the notice that my upcoming sailing would be mandating vaccinations and was told that I had 14 days to reschedule if I chose to do so.  The DH refuses to wear a mask on our vacation so I relented and agreed to push the date out a year.  I immediately contacted my current PVP (who is fast and amazing), and was dismayed to learn that she wasn't able to help me.  Apparently the old PVP whom I made the reservation through, was no longer working for CCL and had booked my sailing under his travel agency!  I was told that I would have to contact him to make the change.  After waiting for two days, he told me that he was getting "push back" from Carnival about changing the date and that they needed to speak to me directly!  WTH? So,  NOW I've been on hold for over an hour and a half trying to get a "supervisor" on the phone to get this taken care of within their required time limits!  This is BEYOND frustrating!  Has anyone else experienced ridiculously long wait times or have I just been transferred into Carnival oblivion??  😠

Get vaccinated, wear a mask.  Problem solved.

[teknoge3k]

I would be livid. If I thought I was booking through Carnival and a person booked me through a TA, I would do everything in my power to get my booking straightened out. I do understand Carnival can't talk to you by law, if you use a TA. I would tell the TA to release my booking or whatever needs to be done and let them know that negative online reviews are coming their way. I will never, ever, ever use a TA and this would tick me off to no end... 

[Saint Greg]

6 minutes ago, cmichael1221 said:

Get vaccinated, wear a mask.  Problem solved.

 

Carnival has said they will move cruises for people who can't or don't want to get vaccinated or can't or don't want to get tested or that don't want to wear a mask. There's nothing wrong with OP wanting to push a cruise back. 

[jsglow]

Very frustrating story.  We're so blessed that our PVP has been with Carnival 17 years.  We've had multiple cruises cancelled, rebooked, etc.  So easy for me but no doubt work for her.  We had planned to meet personally for the first time over dinner in April '20.  Finally happened August '21.  The dinner tab was on me.  Great time was had by all!

[Moviela]

I can understand the frustration of encountering a catch-22 when contacting a travel provider. I would send a short couple of sentences outlining what you want to reviews@carnival.com

 

Include your name, booking number, ship and sail date. I am sure they will be able to untangle the travel agent mess, and allow your current PVP to service your booking.

[K_e_short]

The title of your post should be:

 

"Very frustrated with a person who no longer works at Carnival.."

 

Very weird situation you are in but as others have mentioned. the wait times are crazy. Try calling at different times of the day.

 

[travellady]

Half my day was spent on hold waiting for a Carnival rep.  2 dropped calls and the last one I gave up after 90 minutes.  Just hoping to get the same cabin on a B2B but starting to not care.

Edited September 9, 2021 by travellady