Carnival answered my complaint letter

[mamaskittles]

I sailed on the Legend Sept 1 with my family.

We had a few problems which were discussed ad nauseum on the boards. I was advised my some very nice experienced cc'ers to write a letter to Carnival outlining our experiences good bad and ugly. I sent two letters one to guest relations and one to Bob Dickinson. Well less than a month later I received a reply.

The reply blew me away. Not only did they address the exact issues I detailed they agreed there were problems. They made me feel like i didn't waste my time writing to a big corporation.

After posting here about the problems I had with the cruise I was hesitant to say the least about writing, but Carnival proved to me that just because I am not at work and someone else is making my bed I don't have to put up with issues and behaviors that are not acceptable anywhere else in society.:eek:

Keep in mind I was not complaining about towel animals and chair hogs, but (to me) legitimate problems that influenced my enjoyment of my cruise.

Carnivals response was immediate, detailed and to the point. In fact I mentioned a few minor issues in my letter and they did not address those, but the major ones were hit on and they actually advised me that there are new steps in place to hopefully prevent or at least reduce the chance of anyone else's vacation not being as perfect as they(Carnival) can make it.

Of course all the naysayers will respond that all corporations tell you that they will fix something but the truth is they don't. That may be true but my feelings are that if they responded so quickly and in such detail they must have believed me and realized that the solutions were very easy to implement and that they are going to do so.

Additionally there were 9 of us on this cruise and not only did they give me and DH on board credits they extended them to our whole group, none of whom wrote a letter.:)

[Guest CRUZIN' SUZIN]

I sailed on the Legend Sept 1 with my family.

We had a few problems which were discussed ad nauseum on the boards. I was advised my some very nice experienced cc'ers to write a letter to Carnival outlining our experiences good bad and ugly. I sent two letters one to guest relations and one to Bob Dickinson. Well less than a month later I received a reply.

The reply blew me away. Not only did they address the exact issues I detailed they agreed there were problems. They made me feel like i didn't waste my time writing to a big corporation.

After posting here about the problems I had with the cruise I was hesitant to say the least about writing, but Carnival proved to me that just because I am not at work and someone else is making my bed I don't have to put up with issues and behaviors that are not acceptable anywhere else in society.:eek:

Keep in mind I was not complaining about towel animals and chair hogs, but (to me) legitimate problems that influenced my enjoyment of my cruise.

Carnivals response was immediate, detailed and to the point. In fact I mentioned a few minor issues in my letter and they did not address those, but the major ones were hit on and they actually advised me that there are new steps in place to hopefully prevent or at least reduce the chance of anyone else's vacation not being as perfect as they(Carnival) can make it.

Of course all the naysayers will respond that all corporations tell you that they will fix something but the truth is they don't. That may be true but my feelings are that if they responded so quickly and in such detail they must have believed me and realized that the solutions were very easy to implement and that they are going to do so.

Additionally there were 9 of us on this cruise and not only did they give me and DH on board credits they extended them to our whole group, none of whom wrote a letter.:)

 

Good Deal!!! I am proud of you and proud of Carnival!!!:)

[LHP]

So glad that Carnival stepped up to the plate. Glad we could help.

[jckvpa0]

Glad everthing turned out so well.

[LizaMM]

I am so glad to hear that things worked out for you!! And I am really glad that you posted it here.....I remember reading your review when you returned and the subsequent "conversations". Nice that you have closure on your issues!

[serene56]

When was your cruise and when did you send in a complaint letter?

 

I sent one in Sept and never got a response-- Maybe since it seems the problems on Destiny os ongoing and they expect complaints and Legend is different.

[LHP]

When was your cruise and when did you send in a complaint letter?

 

I sent one in Sept and never got a response-- Maybe since it seems the problems on Destiny os ongoing and they expect complaints and Legend is different.

 

I usually tell people to expect a 4 -6 week wait. It has taken as long as 2 months before on "general" letters...not so much as specific complaints. I always send a "review" to the Guest Relations. And I always hear back from them. ( no, they don't send any goodies for writing a review, sorry)

 

As I tell them, I send my compliments and concerns for the sole purpose of trying to improve my future cruise with them.

 

But I would imagine their response time is directly related to the volume of mail that particular week.

[nimbex1970]

Thanks for sharing this. I had just returned from a cruise and had been very surprised over the change in food quality in general and have been thinking about a letter just to state it was a dissatisfaction. Didn't ruin anything, just lived on room service instead which was fine for us. But considered that CCL was never going to open the letter, let alone reply.

 

May just send one too, thanks for the good news

[mrdood]

Glad they met your needs, there are still many of us that remain completely unfullfilled by the lack of Customer "Service"....

[LSU Traveler]

It's nice to hear that a complaint was addressed AND the OP posted it. Too often we only read of the complaint and never know if it was addressed or not.

 

You never know the outcome if you don't try. I suspect the content of the complaint might have been a major factor in a response.

[MrPete]

Any issues I've ever encountered that prompted me to write was always responded to in a timely fashion, including correspondance from UB himself.

[tkportersat]

Glad to hear they responded to your letter, I have written before and was very happy with the way I was treated. I truly believe Carnival does everything they can to make us customers happy. I know some on here like to bash those that make complaints, but when I write I always include the good with the bad. I figure it can make someone's experience better in the future....if they don't hear from us, how will they know??

[caribbean dreams]

I also wrote a letter to Carnival a few months ago and received a response within the month. I will be paying attention on my next cruise to see it they really are setting new security issues in place.

[DqALEX]

Glad everything worked out for you

[mamaskittles]

I also wrote a letter to Carnival a few months ago and received a response within the month. I will be paying attention on my next cruise to see it they really are setting new security issues in place.

 

Many of the issues I wrote about also had to do with security or the lack of it, and the enforcement of their own rules (as per the cruise documents). I guess that security seems to be a hot button issue these days as many different cruisers have complained about different ships and the problems they encountered with pax behaving badly and securities non response. I truly believe that carnival does not want unhappy pax writing scathing reviews about something that is easily fixed.:)

[caribbean dreams]

Many of the issues I wrote about also had to do with security or the lack of it,(as per the cruise documents).

 

Lack of it is right!

I called the desk numerous times to try and get security and no one ever showed up, also they need a seperate security number on the phones so maybe you can get ahold of someone in an emergency.

[madaamt]

Can someone tell me how to contact Carnival??? I cant find an address to write.

[caribbean dreams]

Can someone tell me how to contact Carnival??? I cant find an address to write.

 

I just used the contact info. for customer service on the Carnival website and received a reply back in about 3 weeks.

[LHP]

Can someone tell me how to contact Carnival??? I cant find an address to write.

 

I keep it on speed type....

 

Carnival Cruise Lines

Carnival Place

3655 NW 87 Avenue

Miami, Fl. 33178-242

[mzloolue]

I had a problem before our last cruise and sent a well worded e-mail to Mr Dickerson.

 

They called back in one day.

[LHP]

I had a problem before our last cruise and sent a well worded e-mail to Mr Dickerson.

 

They called back in one day.

 

That is excellent. Of course they are a huge corporation that deals with how many 1,000s of passengers each and every week. So I assume that the volume alone is enough to keep everyone to get such a speedy response. But I would bet good money that is was mostly because of the "well worded" part.

Good job, hope they were able to resolve the problem.

[jscott918]

:confused: well i have done all i know to do any other ideas i have a few Major complaint about my last cruise we went on enough that if we would have had our passports with us we would have flown home from our first port we were on the conquest in febuary heres what i have done so far

 

while on board talked with the persuers desk three diffrent times left a complaint card

 

since we have been home i have emailed the grelations email they gave me onboard four times i have emailed through the contact us link on the carnival web site i have mailed them a letter and after all of this no response what so ever i have heard of people contacting Mr Dickerson anyone know how i would go about that:confused: i am so upset with carnival and at my wits end on what i should do next to driving to Miami

 

thanks happy cruising

[lizardhowson]

:confused: well i have done all i know to do any other ideas i have a few Major complaint about my last cruise we went on enough that if we would have had our passports with us we would have flown home from our first port we were on the conquest in febuary heres what i have done so far

 

while on board talked with the persuers desk three diffrent times left a complaint card

 

since we have been home i have emailed the grelations email they gave me onboard four times i have emailed through the contact us link on the carnival web site i have mailed them a letter and after all of this no response what so ever i have heard of people contacting Mr Dickerson anyone know how i would go about that:confused: i am so upset with carnival and at my wits end on what i should do next to driving to Miami

 

thanks happy cruising

 

Not sure what your complaints were, but were these complaints about your first cruise (from your countdown clock) ? Last cruise (as your message said) ?

 

Is it possible your cruise expectations were off target. You seem to be very unhappy if you were a first time cruiser. What do you have to compare it to ??

 

Cruising is just not right for some folks.

[jscott918]

thats funny you say that and i was almost expecting the responses to be like that i have real issues not just another first time cruiser complaining about nothing issues like

 

a 4 inch water line bursting above our heads on formal night we went from being in our nicest threads looking good to being in ankle deep water in about 5 seconds with not a dry spot on our body no yes things happen but i feel they should have offered to have our clothes dry cleaned and maybe a were sorry we got nothing

 

we had a dealer in the casino call my wife a bitch i have the name and addy from two diffrent people that were sitting at the same table

 

we ordered room service 4 times and the order was wrong ALL 4 times

 

so trust me when i say that i have real issues i had no problem with the boat or the cruise its self and made it a point not to go into it expecting much being that it was a discount cruise line and a experience that i have never had

 

im not wanting to just complain about little things that dont make or break a vacation but yet serious issues with one of them being they wont even give me a response blows my mind

[jixjix6305]

I sent a letter after our last cruise. When it came time to book again and I hadn't heard back, I called to ask whatever happens to the letters people send. Turns out they sent my response to someone in Chicago...I live in CT. They sent a new letter and made a better effort to reconcile the situation. Lesson of the day for me- follow up!