Moral Dilemma: Prepaid Gratuities Not Honored by CCL

[kavok]

I booked Carnival Cruise with a “included Prepaid Gratuities” perk in the deal.  
 

I later wanted to make an optional change to my cabin location, realizing that there may be fare charge to do so (which I agreed to pay). However, I specifically confirmed with the Carnival agent if the “included gratuity” benefit would be shifted onto the new cabin fare.  I was assured by the Carnival agent it would be, but turns out it wasn’t.

 

Carnival admitted messing up, but there was no way they could figure out how to put the “included gratuities” back on.  I know how the cruise gratuity system works, so I feel bad for the staff if I tell the desk I don’t want to pay them.  But at the same time, I shouldn’t “have to” pay them because essentially I already did in booking a higher fare with gratuities costs essentially baked in.  
 

Thoughts? 

Edited May 11, 2023 by kavok

[lazydayz]

I would not let Carnival off the hook. They can figure it out, even if it is returning you to your original cabin and code.  But I do think it is unfair to the crew to stiff them because of a problem Carnival, the corporation, created. 

[Megan_Strick]

8 minutes ago, lazydayz said:

I would not let Carnival off the hook. They can figure it out, even if it is returning you to your original cabin and code.  But I do think it is unfair to the crew to stiff them because of a problem Carnival, the corporation, created. 

I would think they could just give her OBC in the amount of the tips?

[icft]

I understand your quandary.

 

I would look at this as two separate questions. First, Carnival screwed-up. Can I fix that and if so how? Second, do I want to tip the crew? Even though Carnival is the intermediary, the transaction it is at its heart a transaction between you and the crew.

 

It sounds like you want to tip the crew, so do so. I wish I had some advice on how to handle the Carnival screw-up. I think that is a question of getting to someone at a pay grade that gives them the discretion to do something like Megan_Strick suggested AND their agreeing it was Carnival's mistake.

 

I hope it works out.

[mz-s]

My hunch is no matter how much time and how many feathers you raise to escalate this issue, you will not get those gratuities paid for.

 

So it really just comes down to your personal choice on how you handle the matter.

[jsglow]

3 hours ago, Megan_Strick said:

I would think they could just give her OBC in the amount of the tips?

I think that's a fantastic workaround for the problem. I completely understand 'the computer' not being able to do it directly but the economics of this are exactly the same.  Obviously it'll take a relatively high level Supervisor. Hopefully you have some kind of paper trail where the mistake is acknowledged.

[firefly333]

5 hours ago, kavok said:

I booked Carnival Cruise with a “included Prepaid Gratuities” perk in the deal.  
 

I later wanted to make an optional change to my cabin location, realizing that there may be fare charge to do so (which I agreed to pay). However, I specifically confirmed with the Carnival agent if the “included gratuity” benefit would be shifted onto the new cabin fare.  I was assured by the Carnival agent it would be, but turns out it wasn’t.

 

Carnival admitted messing up, but there was no way they could figure out how to put the “included gratuities” back on.  I know how the cruise gratuity system works, so I feel bad for the staff if I tell the desk I don’t want to pay them.  But at the same time, I shouldn’t “have to” pay them because essentially I already did in booking a higher fare with gratuities costs essentially baked in.  
 

Thoughts? 

Usually the fare included stuff does not transfer, obc, cheers etc.

 

I had a cheers included rate but if I changed woukd have lost the drinks.

 

I think they told you wrong, the tips included did not transfer to a new different rate. They messed up and told you wrong. Now what I dont know.

 

Also if obc is part of your rate it doesnt transfer to a new rate. 

[kavok]

When I asked to switch, I was unsure if the benefit would transfer, which is why I asked the question originally.  I was told an incorrect answer by Carnival, and now I obviously don’t have it. 
 

I will call back again and ask for an OBC (good suggestion), and if by chance I get something, that method works for me.  But seeing as I wasn’t able to get something the first time, I am skeptical Carnival will correct their mistake. If anyone has any tips on how to get CCL to deliver on making it right, via OBC or otherwise, I definitely appreciate any other suggestions.  
 

I definitely would feel better giving the hard working crew the gratuity they deserve. 

[PrincessArlena'sDad]

57 minutes ago, kavok said:

When I asked to switch, I was unsure if the benefit would transfer, which is why I asked the question originally.  I was told an incorrect answer by Carnival, and now I obviously don’t have it. 
 

I will call back again and ask for an OBC (good suggestion), and if by chance I get something, that method works for me.  But seeing as I wasn’t able to get something the first time, I am skeptical Carnival will correct their mistake. If anyone has any tips on how to get CCL to deliver on making it right, via OBC or otherwise, I definitely appreciate any other suggestions.  
 

I definitely would feel better giving the hard working crew the gratuity they 

You can try transferring the booking to a TA (depends on when you first booked as to whether you can or not, and if you're paid in full, you'll have to call your TA of choice and ask the deadline). A good TA would know how to escalate and possible ways to resolve. They may also know about whether a recording of the carnival associate exists and, if so, if it could help you. 

[Illbcruzn4life]

51 minutes ago, PrincessArlena'sDad said:

You can try transferring the booking to a TA (depends on when you first booked as to whether you can or not, and if you're paid in full, you'll have to call your TA of choice and ask the deadline). A good TA would know how to escalate and possible ways to resolve. They may also know about whether a recording of the carnival associate exists and, if so, if it could help you. 

the recordings always exist when they are in Carnivals favor. If it's in your favor they mysteriously can't be found.

[movtarget]

Similar (but not the same) happened to me. I was trying to book a cabin that SHOULD have had $500 OBC, but only $400 showed up. Took 4 phone calls (2 w/ Casino Dept, 2 w/ PVP) and a number of emails. When it was resolved, the Casino Dept went up 3 or 4 levels to get authorization to add the $100. I assume they did NOT fix the computer programming, so anyone else using the same code for 9+ day sailings probably got shorted $100. 05J
 

Why tell my story here? Keep calling until you get someone willing to fight your fight. 

[wemjam]

Since you are basically dealing with any random call center person with little authority if you are not using a PVP, then you need to ask for a supervisor.

 

Call back, explain the situation again to the call center person you get and ask for it to be fixed.  They can't manipulate the rate code now, but they can add OBC.  If they can't help you then ask for a supervisor, continue up the chain until you get someone that can do something (as in if the next "supervisor" can't do it, ask for someone over them... etc.).

 

I had a similar issue 2 times over the last 10 years or so, once my PVP was able to go to his manager directly and get some OBC added for something they messed up.  Another time (after we were Diamond) I called the Diamond desk direct and they manually added some OBC.  So, this (adding manual OBC) I know can be done.

 

It may take some time on the phone, but don't give up without a fight.  Be nice and friendly (this goes a lot further than being irate with them), but be persistent.  😁

 

These are the times that a PVP worth their weight really comes in handy!

[knagl]

If you have a PVP who booked this, I would talk to them and have them go to bat for you. Based on the wording of your question, however, I'm guessing that this was not booked with a PVP.

 

The next step would be to ask to speak with their Resolutions Department when you call. The low-level customer service agent you get when you first call in isn't going to be empowered to do what you need. The Resolutions Department folks have more ability to fix issues like this.

 

If that doesn't work, your last chance would likely be to send a brief, polite e-mail explaining the situation to one of the executive contacts listed on the following page:

 

https://www.elliott.org/company-contacts/carnival-cruise-lines/

 

Best of luck.