Screwed over by Carnival PVP

[JHAWK22]

Get this! During the one-day sale, I got a great deal on my honeymoon cruise on the Glory. My PVP beat the best competition by $50 per booking.

She assured me that all was taken care of and gave me $100 shipboard credit too! I was then required to put down a deposit of $500.

A week later Carnival sent me my invoice. It was for $100 more per booking than she had quoted me.

I contacted her and she said that she should've contacted me because she made a mistake on the quote. She said that she tried to fix it, but it's her fault and not Carnival's, so nothing can be done about it.

I wrote her a letter explaining how I turned down offers from my regular TAs and had already made arrangements for airfare and a hotel. She told me that she would learn from her mistake, and that I should just try to understand.

 

Am I wrong for being so irritated by this? I expect that when I call a cruiseline directly, after having been solicited by them, that I should be receiving accurate information especially when they are taking a deposit....

I also believe that they should cover the difference, because it was not my fault!

 

-very unhappy

[mysticalblues]

I haven't had a problem like this, but I would push. I'd talk to a supervisor. She made the mistake, and admits it, so she/carnival (I assume they are empoyees of Carnival) should honor the price or accommodate you somehow.

 

Pam

[GoinCruisin]

Yeah, i'd be pretty jacked about that too. I would first suggest you ask her to speak with her supervisor (good luck with this, I've never been lucky enough...), if that does not work, let her know you would like to cancel your booking and receive a full refund, also let her know you will be writing to Bob Dickinson abou this problem... I'm not sure how far out your cruise is, but if she basically "lied" about the price, you have every right to cancel... I would check around and make sure you can still get the lower prices before cancelling... Carnival one day sales have generally been more than what you could get from the online TA's. Sorry you have to go through this... but I would definintely NOT drop this... good luck!

[CruiseFever]

Nope, not at all.

 

You based your agreement on the price quoted. You should be able to cancel that reservation and re-book with one of the other sources you found.

 

I don't think it should come to that though. That PVP needs to go to a supervisor and get this fixed. He/She can and should.

[hstrybuf]

I would ask for an additional shipboard credit of $100 per person. Mistakes happen, but they should stand by the price you were given in the first place. Just be calm but firm when you deal with them and it will get you further.

[basketsiam]

Since you're not yet within the penalty period, I would strongly consider getting new quotes from reliable TA's that you've used in the past. You could transfer your booking to another TA if you find someone who will beat the price of your PVP.

[GoinCruisin]

Ooh, great idea hstry! The extra $100 (for each booking) is much easier for Carnival to do and less hassle for you (plus extra spending cash onboard :))

[JHAWK22]

Ooh, great idea hstry! The extra $100 (for each booking) is much easier for Carnival to do and less hassle for you (plus extra spending cash onboard :))

 

Yes, all very good ideas, thanks.

However, since I already have $100 in shipboard credits, if they make up the difference by giving me an additional $200 in credits, I'm going to be required to spend $300 onboard. I just don't like the idea of someone choosing how and where my money will be spent. We are a relatively young couple just starting out, and money is very tight. We'd much rather not be held to spending $300 onboard, especially if we end up choosing to spend that money elsewhere.

BTW, the PVP said that she spoke with her supervisor and he told her that there was nothing that could be done. I do not think this is true, so I told that it was an unacceptable answer. She said that she'd try again, but she might be blowing me off, because I haven't gotten a response in 24 hours, and I told her that I needed to be "put in the know" immediately.

I'm wondering if there is a good Carnival number that I can call where I can start at the supervisory level and work my way up if necessary. I don't like being left hanging like this.

[lalapet]

I must agree here too. If I learned anything from my DH it is that you have to stand up. Demand to speak with a supervisor or manager. Mention that you may cancel your reservation all together and go with another cruise company. Really beef it up. You are right here, they messed up. You should be compensated. It pays to be a little irate with situations like this. Being nice about it doesn't get you anywhere now a days, that's my problem. I call up all nice and get nowhere, my DH calls and everything gets fixed. Remember...The customer is ALWAYS right!

[JHAWK22]

Any other advice would be great.

 

I'll post the outcome and the play-by-play if necessary.

 

How sad that I have to deal with this going into my wedding. Who can be thrilled about their vacation (let alone honeymoon) with the feeling that they got shafted?

[hdawson]

If any cruiseline offers fares less than the travel agents, be suspicious. Cruiselines do not undercut the travel agent community since that is where 90% of their bookings come from. Further, many TAs do discount from their commisions.

[JHAWK22]

If any cruiseline offers fares less than the travel agents, be suspicious. Cruiselines do not undercut the travel agent community since that is where 90% of their bookings come from. Further, many TAs do discount from their commisions.

 

very interesting point. i never would have thought that i needed to be suspicious about carnival pvps.... usually when you cut out the middleman, you end up on top.

[glrounds]

I love the part where the PVP says it was her error and not Carnival's fault.

 

Well, DUH ! ! :confused:

 

She/He is acting as an agent of Carnival and I can assure you that anything she does in that capacity is Carnival's Responsibility.

Yes, definitely go directly to a supervisor, remind her/him of Carnival's Responsibility and tell her to "try and understand" . :D

 

Wishing some of the things my employees have done weren't my responsibility. :(

[emerald777]

If you find a cheaper price elsewhere and have the booking transfered to the the new agent, you would still keep your 100.00 credit, right?? I wouldn't cancel it, then you would definitely lose the credit, but by transfering, you should be able to keep it and get a cheaper fare!

[JHAWK22]

I just called her again... She put me on hold for 10 minutes, because I told her that she needed to provide me with an answer.

She said that her supervisor went ahead and removed the $200 balance, allowing us to sail for the original agreed upon price. Whew!

 

Would anyone recommend pushing the issue perhaps by writing a letter to Carnival? Yes, they have now made me "whole," but they have done nothing about the aggravation that my fiance and I have had to deal with for the past few days. We are planning a large wedding, and this was so unexpected and unnecessary...

 

Happy to let everyone know that persistance did make things right again. Unfortunately, I'm left with a bad taste in my mouth with CCL.

[LSUtraveler]

JHAWK22 you got the price they originally quoted you plus the ship board credit. Since you don't want any more ship board credits you might hold off corresponding with them until after the honeymoon cruise and then write a letter explaining your aggravation and whatever your experience was on the cruise, good or bad.

You might also tell them that you have been on a message board with lots of other people that were and are concerned about the outcome with your situation. Be professional, (not saying that you aren't) firm and tell it like it was.

If all works out good in the end, you'll still be ahead. Never can tell they might give you a discount on your next cruise.

Good luck

[gowolfpack]

I would definitely send a letter of complaint to Carnival. I would be firm yet nice, and would certainly include the PVP's name, etc.. May not do any good but at least you'll have your complaint registered. And who knows, they'll probably comp you a bottle of champagne or something for the inconvenience.

[halos]

I just called her again... She put me on hold for 10 minutes, because I told her that she needed to provide me with an answer.

She said that her supervisor went ahead and removed the $200 balance, allowing us to sail for the original agreed upon price. Whew!

 

Would anyone recommend pushing the issue perhaps by writing a letter to Carnival? Yes, they have now made me "whole," but they have done nothing about the aggravation that my fiance and I have had to deal with for the past few days. We are planning a large wedding, and this was so unexpected and unnecessary...

 

Happy to let everyone know that persistance did make things right again. Unfortunately, I'm left with a bad taste in my mouth with CCL.

 

 

You got the price you were quoted. I know there was aggrivation, but since it is finally settled, I'd say let it go. If you have a wedding planned you have a lot of other stuff to keep you rmind on right now. Put this behind you.

I'm sure this isn't the first time you've had to be persisstant and fight for something, and it certainly won't be the last. Consider it a learning experience that worked out for you.

[molme]

Send an email directly to Bob Dickinson, bdickinson@carnival.com, explaining exactly what transpired and ask for his help. This should get things moving!!!

[GoinCruisin]

I agree with Halos, focus your energy and time on planning your wedding... I know it was aggravating, but it was handled pretty quickly and in the end you got what you originally wanted... when you get back from your cruise, you may want to send a letter (including this and the good&bad of the cruise)... Also, you will be surprised how quickly that credit goes... poof, as soon as you are on the ship for a 7 day cruise, you get a $140 clip for tips on your S&S card... and even if you each had only one foo-foo drink a day, and bought two pictures, no casino and no excursions, you are looking at another $100... it adds up quick, if they want to give you another credit, I'd say go for it! If not, could you have them add it to my S&S bill??? LOL!

[czechgal]

Just wondering...is Bob Dickinson a customer relations person at Carnival? I'll save his email address if he is for future reference!:D

THANKS!

[Cotton]

JHawk - Yeah, this is something you don't need at this time with all your other activities....However:

Don't let this turn you against booking with Carnival PVPs in the future. My PVP (same one 4 cruises) is great. And - contrary to other comments, sometimes they DO offer better deals than outside agencies. We all have our own take on this, so I won't go into it further. I'll just say it has worked to my advantage each cruise.

To the issue at hand - you got a really inept PVP who acted irresponsibly, but you should have insisted on speaking to a supervisor immediately. The PVP is an employee of Carnival, so in essence, she IS Carnival, and ultimately, it IS Carnival's fault. We all agree on that.

They should be sending you a corrected 'confirmation' of your booking. IF the $100 shipboard credit is not listed, or if anything else is amiss, call and insist on talking with a supervisor.

OK, now on with the wedding plans! (Best wishes to you both.):)

[molme]

Bob Dickinson is the CEO of Carnival. The man that calls the shots

[kajsb]

My PVP said she could match the lower quote I had from Costco. Since the deposit was just paid, I haven't received any confirmation in the mail. But, I have kept the E-mails I've sent reminding her that she agreed to match their price. She's been very helpful and I don't expect to have problems, however, I'm keeping these E-mails just in case.

[Cruise lover 01010]

$300 for couple. If you guys don't think you are going to spend $300 on-board you are sorely sorely mistaken unless you plan to spend the entire cruise in your room. If $300 is too much get yourself a refund and find a vacation that is more reasonable. My on-board bill for my family of five was $2750 and we did not go crazy. A little smoothy for the kids costs 5 bucks.