Difficulty contacting Carnival

[heatherdw]

I’ve been trying over the past several days to get in touch with Carnival (800-764-7419) about an existing reservation, but keep getting hung up on due to high demand.

 

Does anybody know of another way to get in touch with them? It’s not urgent but I would like to talk to a real person.

 

Thanks!

Heather 😊

[anasmom02]

i called yesterday at 4pm central time...i waited on hold for about25-30 min and i was answered on that same number you called

[Bases5]

im at the 2 hour mark 

 

[tm_aw_love]

Hold times are crazy since they started allowing cancellations without penalty last week. 

[groundloop]

They're extremely busy right now.  My travel agent is attempting to fix a problem with my booking, she just emailed me that she was on hold for 3 hours and got disconnected.  

[famof4togo]

Your best bet is to call as soon as they open or right before they close.  This has been a problem for weeks now and likely weeks to come.  According to some on this board they have waited over 4 hours to speak to someone.  

[cruisingguy007]

Everybody and their mother is calling, it will be swamped for the next few weeks. I suspect they may offer a online portal like they did last time when they made wide spread cancellations available. Last time was a much smaller window and it was nuts, this is a HUGE window (the final window actually) this time so it's going to be bananas.  

[Ronii]

I've called the last three days in a row.  First day was 2.5 hours, second day was 4.5 hours and today was 3 hours.  

[Ptroxx]

I called 2 days ago at 6am PST 9am EST and had 0 hold time.   

[Saint Greg]

I called today and got someone immediately.

[Guest BasicSailor]

Bad times for sure people, short of staff lines tied up with cancelations. Bear with it. Hopefully it gets better .

[maluhia87]

I had to call 4 times yesterday to get through the auto hang-up system.  After that I got a regular person pretty quickly but had to hold for the resolution desk.  Total time for my fourth call was 2 hours 7 minutes. 

[cruisingguy007]

Wait, so are they making you call in one time each to cancel each cruise or can you call in and cancel them all in one go. Why are people needing to call in multiple times? Is it just that you're not getting through and needing to call back? 

Edited January 25, 2022 by cruisingguy007

[ontheweb]

12 hours ago, cruisingguy007 said:

Wait, so are they making you call in one time each to cancel each cruise or can you call in and cancel them all in one go. Why are people needing to call in multiple times? Is it just that you're not getting through and needing to call back? 

I also wondered if they had to keep calling until they were able to talk to someone and resolve their issue or did every day bring a new issue.

[Drazil65]

I have called and had zero wait time 2xs in last 2 weeks to speak to a human.  Both times were late in evening, right before they close. 

 

A girl I work with recently called first thing in morning and had about a 10 min wait she said but I personally have not tried that timeframe recently.   Keep trying as we are all aware there are hundreds or even thousands trying to contact them right now.  

[carribbound]

I sent an instant message through Facebook to my cruise planner and she set up a time to call me. Worked great!

[cruisingguy007]

The lady that keeps yacking on hold makes it worse. Run the spiel one time and maybe some calming music after but the repeating random nonsense is so irritating! Aaarrgghhh! 🤬   

[cruisingguy007]

Actual hold time wasn't too bad, maybe 15-20 min. From there it's more waiting, not sure why but they warn it's a long process. 50 min total so far. I'll report back when complete. 

[cruisingguy007]

Sounds like the person you talk to first is just some kind of front line info taker and then they need to get approval through "internal resources" (whatever that is), and that is what takes so long. Rep said it will be a long long wait. Pretty frustrating and this should be improved immediately or add an online portal option to make requests and then they can get back to folks through internet communications. Seems ridiculous to have basically an answering service to sit on hold with you, while they wait for a limited number of direct actual customer service reps to approve the refunds. Huge waste of time and very inefficient. 

[maluhia87]

18 minutes ago, cruisingguy007 said:

Sounds like the person you talk to first is just some kind of front line info taker and then they need to get approval through "internal resources" (whatever that is), and that is what takes so long. Rep said it will be a long long wait. Pretty frustrating and this should be improved immediately or add an online portal option to make requests and then they can get back to folks through internet communications. Seems ridiculous to have basically an answering service to sit on hold with you, while they wait for a limited number of direct actual customer service reps to approve the refunds. Huge waste of time and very inefficient. 

I believe you are waiting for the resolutions department.  I think the front line people are trying to resolve the easy issues, while the refunds or moving cruises takes since they only have a certain number of people who can make those type of changes.  Resolutions was who I've had to wait for and had calls drop before or I had to leave since I was calling from my computer.  

[heatherdw]

I finally got through without being hung up on and have been on hold for just over an hour… 😂

 

No, my husband won’t be going to the casino for his adult Camp Carnival experience. He’s more likely to go to the sports bar or the water slides. 😜 

[cruisingguy007]

Just now, heatherdw said:

I finally got through without being hung up on and have been on hold for just over an hour… 😂

 

No, my husband won’t be going to the casino for his adult Camp Carnival experience. He’s more likely to go to the sports bar or the water slides. 😜 

 

LOL, when I heard that, the first thing I thought was.."Uh-oh, Carnival done messed up, not PC for labels like that anymore, going to offend someone". It's nice you took it in stride but imagine some wonder-woman type is going to fly into a rage over it. They should probably add, "you and your husband" or something like that but then some other people will be offended from non conventional groups. It so hard not to offend anyone these days. You can't win unless you acknowledge every single group, even some you might not know the names/symbols for. Crazy times! Glad you got through also! Hour and 35 min so far. 🤬 

[Ptroxx]

I called again this am.  630 am.   Was on hold 15 minutes.  Seems the earlier the better.   

[cruisingguy007]

1 minute ago, Ptroxx said:

I called again this am.  630 am.   Was on hold 15 minutes.  Seems the earlier the better.   

 

Thanks for the info. How long after the hold did it take to get through the entire process? 

[Ptroxx]

2 minutes ago, cruisingguy007 said:

 

Thanks for the info. How long after the hold did it take to get through the entire process? 

After going through my issues was off the phone in about 35 minutes.  
i have a friends cruise connected to my cruise by mistake and he had to email IT and then help me to get my booking on to my planner.