Had Fun until I was Denied my onboard credit!!

[westcruzer]

First let me start off by saying that due to previous cruise experiences with Carnival I would not have chosen Carnival if I had another choice. The only reason I cruised with them was because they are the only one who has a 3 or 4 day cruise from Southern California. This was also not my first cruise, I have cruised 8 times total prior (not including this cruise).

 

The actual cruise part of the trip was GREAT. I recently took a 3 day cruise on July 24th from San Diego to Ensenada on the Elation. This was my first cruise with my 2 boys (9 & 5 yrs) and my neice (14 yrs) so we decided to take a 3 day just to test it out with the kids. We also went with a friend and her child (12 yrs) as well.

 

The dinner waiter (James) always called everyone at the table by name. He even went as far as to notice my youngest is a little figity so he took his order and brought his food right away along with the other kids. The very next day as soon as he saw us he brought my kids their drinks (chocolate milk) before we even got settled in! It was great!!

 

The cabin stewart (Sandy) was great as well. He always conversated with my family, especially my kids. Everytime he saw my kids he really made them feel special. My youngest still has a blankie he likes to sleep with and a turtle stuffed animal. When the cabin stewart made the beds the first time he placed the turtle in a way that he was looking over the edge of the bunk bed and folded his blankie into a heart. He did different things with them each night not including the towel animals. My son loved that!

 

Needless to say I took extra special care ($$$) of James and Sandy!

 

OK now is where all went down hill......

 

 

When booking I was advised I qualified for $50 per person up to $100 per cabin onboard credit. I mentioned that I had just cruised on the Splendor w/ my brother the month prior (horrible cruise experience forgetting the horrid design and coloring) and the PVP told me I also qualified $50 cash discount on the current cruise since it was so soon. I confirmed that it was on top of all promotions offered by her and she said YES.

 

On the cruise we arrived on Friday. On saturday evening I checked out our bill to check what we have spent (my wife loves buying the pics and I love the casino) and noticed my onboard credit was missing. I asked why I didn't get it and the pursers desk told me they would contact the main office and get back with me. The next day (Sunday) I went to them and was advised I did not qualify for the onboard credit but gave no reason and was told I would have to contact them on Monday (when the cruise is over) because they we closed on Sunday. So on my way back home I tried to contact my PVP but she was unavailable. I talked to the next PVP available and was advised the same thing....I did not qualify for the cash back and that he could do nothing about my problem because I had already cruised. He advised me that I would need to call the Guest Services. (to shorten the story I left out details on how I was passed from PVP to PVP 3 times) Ok now I'm really upset because I could have booked it online and received the $100 cash back.

All of the times I had to tell my sotry I have been very calm and professional. I spoke with Sharon at guest services and told her my story for the 5th time now. She said she would have to contact a PVP and check to see if I qualified and if I didn't they would have to give a valid reason why. I asked her to please contact the PVP I worked with so this way it would keep less people involved. So at this point I thought to myself no one was able to give me a reason why so I was going to receive what was due to me so I should receive my credit. When she got back on the phone she advised me I did not qualify and the reason was because I received the $50 welcome aboard promotion (promo for booking so close to my previous cruise). I asked if she talked with my PVP and she said no. When asked why she said she did not try. I kinda laughed and said there is no way I would have accepted a $50 promo to void a $100 promo. I told her that I was VERY SPECIFIC with my PVP and was told that I was entitled to BOTH promos when I booked my cruise but let's even put that aside for right now. I asked her a simple question. If you were offered $100 cash or $50 cash which would you take? Her response was that this was not about her it was about me. I told her ok so let's assume there was a mistake in the process I should at least get the $100 on board credit since there is NO WAY I would take a smaller discount. Since I already receieved the $50 I should get the other $50 totalling $100. She told me no. When I refused that answer she told me she would re-review it and send me a letter within 7-14 business days.

 

At this point I was furious! I was finally able to get ahold of my original PVP who said she believed I was entitled to both promos but would have to look into it because I booked it a month ago and she didn't remember everything about it. Yesterday (Tuesday) I received a voicemail from my PVP and she confirmed I should have received BOTH promos but that I would need to contact Guest Services because I had already cruised. Ok back to them!

 

I contacted Guest Services today and spoke with Jackie. I advised her of my reference number for my problem and told her I had a voicemail with proof that I am entitled to my $100 on board credit. She told me that she would have to contact my PVP because they would have to do something about it since I do not qulify for both promos. Wow didn't I recommend this yesterday!!?? This is what I call people not taking ownership of a problem. I was then advised that she will notify me within 7-14 days via mail. I told Jackie that was not acceptable to me and she told me she would call me with a response. Before hanging up I asked her if the PVP says that I am entitled to the $100 on board credit would I receive it.......Here is what she said....If she made an error in telling you about the offer you may not recieve the onboard credit....WHAT!!!!??? I ended the phone conversation before I went off on her which would only make matters worse.

 

At this point I don't know what to do...I am so lost.....You mean to tell me that a PVP can tell a customer anything they want (multiples times mind you) and if it's a mistake just shrug it off and screw the customer? I guess this is really the final straw that even if they were the last cruise line on the planet I will not cruise with them again. It's ashame because this cruise experience before the onboard credit issue really made me think of re-considering Carnival Cruise again. Not anymore.

 

Sorry for the long story and probably alot of typos.

 

If anyone knows a contact in the higher management that could provide me with the info I would really appreciate it. I know that Carnival has spent more than $100 of their money fighting me for this issue. I know that it is only $100 and now it's not even the money it's principle.

[rednose83]

That is so frustrating.

 

I hope they get it taken care of!

[skylock]

That $50 welcome back credit is a crock.

 

I am going to tell you now your PVP was wrong in what they told you.

 

I am fully with you that you got screwed. I highly doubt Carnival will make it right.

 

Carnival has the worst customer service I have ever encountererd.

[mistyinca]

If you paid with a credit card, dispute the charge with them. When they ask for a written statement explaining, explain all that you did here as well as all the attempts you made to have it sorted out. Remember to use names, dates, and times. Make a copy. Also create a dispute with the Attorney General in your state, and send a copy to the attention of the person you spoke with at Carnival who refused to honor your credit.

 

Good luck.

[tedjazz]

Good Luck to you, but I wouldn't get my hopes up. My experience with Carnival's Customer Service has never been very positive. Hope you get better results.

[oceanseagle12]

If the folks at guest relations do not help you, I recommend posting the information on John Heald's blog- http://www.johnhealdsblog.com. Post a comment on his newest blog entry, and start it with "John, please reply." You can just cut and paste what you wrote here- including the positive comments. He will get it to the right person.

[westcruzer]

If the folks at guest relations do not help you, I recommend posting the information on John Heald's blog- www.johnhealdsblog.com. Post a comment on his newest blog entry, and start it with "John, please reply." You can just cut and paste what you wrote here- including the positive comments. He will get it to the right person.

 

 

That sounds like a great idea!

[Kurbanfan]

Although I love my TA dearly and have used her for the pass 10 years.......I ALWAYS get my obc in writing so if for some reason I run into a problem as you did.......I have proof.......

Sorry for your frustration and good luck!

[okgirl]

I'm sorry that you encountered this confusion. I have heard from multiple people that Carnival doesn't combine promotions. I'm guessing that your PVP told you wrong, and I'm hoping that it wasn't intentional.

[80sramfan]

Op, you could of had this all settled before your cruise had you bothered looking on line for your obc before you left.

[parrotthead]

I feel your pain, I really do.

I bet they will tell you that the "CashBack" program can not be combined with they $50 'discount' If you look at the prices, the 'past guest' price is one price. And if you look at the 'cash back' price, it is (pretty much) higher by the amount of OBC you get. Of course then there is the fine print :

 

(from Carnival Website)

*Cruise rates are in U.S. dollars, per person and based on double occupancy. No name changes. Cash back offer is non-transferable. Cash back is provided as a refundable onboard credit to your Sail & Sign account of: (i) $50 per person up to a maximum of $100 per stateroom on select 3 - 4 day sailings. If your Sail & Sign account has a cash balance at the end of the cruise after all authorized purchases have been applied to the account, any remaining unused portion of the cash back onboard credit will be delivered in check form to your stateroom on the morning of debarkation with your final Sail & Sign statement.

Cash back offer is capacity controlled and is not combinable with any other discount or promotional offer. Combinable with Fun Select rates only. Rates are subject to change at any time without prior notice. Category restrictions and exclusions apply. Available in stateroom categories 4A - 11. Blackout dates may apply. Valid on new individual bookings made between 3/9/09 - 6/30/09. Promotion is applicable to select ships and departures between 5/24/09-9/04/09. Government taxes and fees are additional for all guests. Cash back may not be applied to cruise fare or government taxes and fees. Please request fare code OCB. Ships' Registry: The Bahamas & Panama.

 

~Me thinks that they would not have been able to use 2 FareCodes.

Hope you get some satifaction.

(but I would not hold my breath)

(lesson: Buyer Beware)

:rolleyes:

[oceanseagle12]

OP- what was the OBC for, do you know?

[Traveler353]

For my upcoming Triumph cruise I was given the $50 welcome back credit. It was taken off the top, price of the cruise, not as OBC. I booked the cruise ES. I think that is what should have happened to you. I do not understand why Carnival is making is so hard for people to get what they are intitled too. It actually takes very little good customer service to make people happy. But it only takes one bad customer service person to lose a customer. Hope it all works out for you. Good Luck

[firefly333]

Sounds like you were promised two conflicting OBCs, but you should have gotten one or the other. Darn. I would have been dissapointed too.

 

Sorry, but thats why you need to check credits on your docs before you leave, but even then, if past final payment, I dont think you could have resolved the issue, but at least you would have known earlier in the cruise how much OBC you had.

 

Iv been frustrated with Carnival too and the PVPs are very confused on rules that Carnival constantly is changing.

 

I would write a snail mail letter, and you probably can get some credit toward a future cruise, but probably wouldnt get it on the cruise you just took. Im kinda in the same boat, had a awful cruise during Ike (yes, its my opinion), but Carnival is the only year round game in town out of Galveston, so I still cruise on them.

[finoky]

In writing, in writing, in writing. You got screwed and the lesson that we can all learn is to get all discounts, credits, etc in writing.

[LemurCat]

Although I love my TA dearly and have used her for the pass 10 years.......I ALWAYS get my obc in writing so if for some reason I run into a problem as you did.......I have proof.......

Sorry for your frustration and good luck!

 

"Trust ... but verify.";)

 

Good luck, OP. And let us know how it shakes out.

[skylock]

Op, you could of had this all settled before your cruise had you bothered looking on line for your obc before you left.

 

And how is that helpful to him now? He maybe would have known before he left he had been given false information by the PVP, but the issue here is when your pvp does not have a clue, how are you suppose to know.

 

I have enough cruises now that they can not get one by me anymore, but how is someone suppose to know they have been given the wrong information? I have been given plenty of wrong information by carnival even after calling back to verify, talking to a supervisor and getting it in writing. It doesn't matter. If a mistake was made, they will not fix it.

[ehfl]

Based on what the other person posted, it does seem clear that the web site says it was not combinable. If I was getting one thing from a sales person in India, and another from the official web site. I think I would go with the web site.

[oceanseagle12]

Based on what the other person posted, it does seem clear that the web site says it was not combinable. If I was getting one thing from a sales person in India, and another from the official web site. I think I would go with the web site.

 

How do you know? You don't even know what kind of OBC the OP is referring to, do you? (Sorry if I missed that) And, there is absolutely no information posted about the welcome back credit, at least on carnival.com.

[oceanseagle12]

I feel your pain, I really do.

I bet they will tell you that the "CashBack" program can not be combined with they $50 'discount' If you look at the prices, the 'past guest' price is one price. And if you look at the 'cash back' price, it is (pretty much) higher by the amount of OBC you get. Of course then there is the fine print :

 

(from Carnival Website)

*Cruise rates are in U.S. dollars, per person and based on double occupancy. No name changes. Cash back offer is non-transferable. Cash back is provided as a refundable onboard credit to your Sail & Sign account of: (i) $50 per person up to a maximum of $100 per stateroom on select 3 - 4 day sailings. If your Sail & Sign account has a cash balance at the end of the cruise after all authorized purchases have been applied to the account, any remaining unused portion of the cash back onboard credit will be delivered in check form to your stateroom on the morning of debarkation with your final Sail & Sign statement.

Cash back offer is capacity controlled and is not combinable with any other discount or promotional offer. Combinable with Fun Select rates only. Rates are subject to change at any time without prior notice. Category restrictions and exclusions apply. Available in stateroom categories 4A - 11. Blackout dates may apply. Valid on new individual bookings made between 3/9/09 - 6/30/09. Promotion is applicable to select ships and departures between 5/24/09-9/04/09. Government taxes and fees are additional for all guests. Cash back may not be applied to cruise fare or government taxes and fees. Please request fare code OCB. Ships' Registry: The Bahamas & Panama.

 

~Me thinks that they would not have been able to use 2 FareCodes.

 

Hope you get some satifaction.

(but I would not hold my breath)

(lesson: Buyer Beware)

:rolleyes:

 

 

Where is it stated that he was referring to this promotion? You might be right, but I just wanted to point out that it is an assumption at this point.

[parrotthead]

Where is it stated that he was referring to this promotion? You might be right, but I just wanted to point out that it is an assumption at this point.

No, the OP did not call the "cash back" program by name, but look at the Ops post

When booking I was advised I qualified for $50 per person up to $100 per cabin onboard credit. I mentioned that I had just cruised on the Splendor w/ my brother the month prior (horrible cruise experience forgetting the horrid design and coloring) and the PVP told me I also qualified $50 cash discount on the current cruise since it was so soon

 

Now look how its worded on the Carnival website:

Cash back is provided as a refundable onboard credit to your Sail & Sign account of: (i) $50 per person up to a maximum of $100 per stateroom on select 3 - 4 day sailings

I used my reasonable deduction skills ;) :p

[westcruzer]

I feel your pain, I really do.

I bet they will tell you that the "CashBack" program can not be combined with they $50 'discount' If you look at the prices, the 'past guest' price is one price. And if you look at the 'cash back' price, it is (pretty much) higher by the amount of OBC you get. Of course then there is the fine print :

 

(from Carnival Website)

*Cruise rates are in U.S. dollars, per person and based on double occupancy. No name changes. Cash back offer is non-transferable. Cash back is provided as a refundable onboard credit to your Sail & Sign account of: (i) $50 per person up to a maximum of $100 per stateroom on select 3 - 4 day sailings. If your Sail & Sign account has a cash balance at the end of the cruise after all authorized purchases have been applied to the account, any remaining unused portion of the cash back onboard credit will be delivered in check form to your stateroom on the morning of debarkation with your final Sail & Sign statement.

Cash back offer is capacity controlled and is not combinable with any other discount or promotional offer. Combinable with Fun Select rates only. Rates are subject to change at any time without prior notice. Category restrictions and exclusions apply. Available in stateroom categories 4A - 11. Blackout dates may apply. Valid on new individual bookings made between 3/9/09 - 6/30/09. Promotion is applicable to select ships and departures between 5/24/09-9/04/09. Government taxes and fees are additional for all guests. Cash back may not be applied to cruise fare or government taxes and fees. Please request fare code OCB. Ships' Registry: The Bahamas & Panama.

 

~Me thinks that they would not have been able to use 2 FareCodes.

 

Hope you get some satifaction.

(but I would not hold my breath)

(lesson: Buyer Beware)

:rolleyes:

 

 

I understand what the website says however it does not mention the welcome back discount anywhere either..... I didn't even know about the welcome back discount until she told me about it....The Welcome back was not an OBC. Plus when I ask specifically if this is in addition to the cash back I was told the day I booked and every day since (even Yesterday after the cruise) she still says the same thing.

 

But the one thing learned here is get everything in writing!!

[LorrieB]

I'm sorry you have had such a bad experience due to a PVP. But, on the bright side, no one called you a troll because you only have two posts!!!!!! :D

[westcruzer]

I'm sorry you have had such a bad experience due to a PVP. But, on the bright side, no one called you a troll because you only have two posts!!!!!! :D

 

wow that makes me feel real good.....Hope it made you feel good.

[Bandman]

One way to deal with this problem is to fire PVP's with a history of this problem.

 

Of course, that doesn't help the OP. But it might help the next person.

 

I just refuse to deal with a PVP. I know that many here have had good experiences, but I have been told many things that just aren't correct or true by the 3 PVP's I have used. I can't say they were lying to me, they could have just been woefully mistaken. But I can say that much of the incorrect information has come during a push for me to go ahead and book or upgrade.

 

Carnival needs to get this promotional stuff fixed. I am afraid lots of it comes back to their IT department's shortcomings.