Carnival Cruise Line BBB Review October 9, 2017

Carnival Cruise Line BBB Review October 9, 2017
Carnival Cruise Line BBB Review October 9, 2017

Passenger Complaint: Carnival Cruise Line BBB Review October 9, 2017 – “What a horrible vacation. The cruise line knew before we left port that there was a significant weather system in the area we were cruising too. Instead of canceling this cruise or rescheduling to provide a better guest experience – they were more worried about saving their revenue. Because of their greed, we not only did not have access to many areas of the ship due to wind, but we also did not stop at the main cruise port due to the waves and wind shear. In short, I paid for a cruise to visit Freeport that I didn’t get and spent 5 days on a cruise ship that rocked continuously. Guest experience my ***, they sure got their money which was all they were worried about. They also have an explicit policy that says they can change their itinerary at any time and don’t own you a penny if they do. On the single port we did stop at (Princess Cays), we took tender boats to the island. On the return, the tender boat smacked head-first into the cruise ship when trying to dock causing one passenger to literally have a panic attack. Lastly, I paid for internet service on this cruise which was unusable due to slow speeds and sometimes non-existent connections. Why they advertise internet service on this boat (Ecstasy) is beyond me. After my first contact with “guest services” they credited back the internet but said that they couldn’t do anything about the other issues since over 70% of the guests were affected. Basically, since everyone was having a horrible experience they weren’t going to do anything for anyone. “Guest services” did inform me that they would pass the information along to the corporate office for handling. Of course, it’s now been 5 days and I haven’t heard a word from them despite contacting them again via their social media account.”

Carnival Cruise Line Response: “Good morning: Thank you for contacting us about Mr. ***’s recent vacation on the Carnival Ecstasy. Designing memorable trips is at the heart of our business, and we’re keenly aware that people choose one cruise over another because of the varied itineraries. We understand that guests love to see different ports and take in new sights. Sailing from place to place, eating fabulous food, and enjoying exceptional entertainment is also part of the pleasure of sailing with us and will bring back wonderful memories for years to come. This is what cruises are all about and why they’re such fun. From our point-of-view, being responsible for a floating hotel with thousands of people onboard is a serious business and we never compromise either the safety or well-being of our guests. We’ve learned that anything from a sudden change in the weather, to a turn of events on shore can be a potential problem, and changing a ship’s itinerary is something we never do lightly. Naturally, we do everything possible to keep our guests informed. Accordingly, a letter was sent to each cabin. Pertaining to the internet service Mr. *** mentioned, we are incredibly sorry to learn of his disappointment here, but are also happy to know that our Guest Services team was able to refund the charge promptly for him. As he has experienced, internet access via satellite is a significantly different experience than high-speed connections on shore. Onboard internet access is not guaranteed at all times due to the nature of satellite communications, which are subject to occasional disruptions due to weather patterns and location. Our Guest Services Associate explained this to Mr. *** while he was onboard. Accessing email and the internet in the middle of the world’s oceans is a triumph of cutting edge satellite technology. Our investment into this technology matches some of the most prestigious companies in the world, but even so it cannot be as fast as at-home broadband. This is because the data must be transmitted over a slower wireless signal to satellites 22,000 miles above the Earth, which then bounce the data back down to the exchange. At home, the data is sent down a fast cable connection to the local exchange, just around the corner from the house. We are continually reviewing our investment to secure as fast a connection as possible for our guests and challenge fjords, glaciers and other grand geographical locations, to provide our patrons with as seamless and consistent a service as possible. Regarding the tender, it’s not often that there are complications with this process. Many of our ships visit ports that require a tender and while the independent operators generally provide this service without flaw, like anything else, there are times where glitches may occur. We genuinely regret that he was dissatisfied with this special service as well. In conclusion, please allow me to confirm that our shipboard crew members did document and pass *** Mr. *** concerns to our shore side team. Although we are in receipt of the concerns he expressed onboard, it is not our practice to reach out to guests after they’ve returned home. Our Guest Care Department is an inbound call center. If he wishes to speak with one of our representatives, we invite him to contact us directly by dialing toll-free: X-XXX-XXX-XXXX, or locally at X-XXX-XXX-XXXX, extension XXXXX. Alternatively, he is welcome to email: ***@Carnival.com. Please also share with him the department’s hours of operation, which are: Monday through Friday from 8:30 AM to 6:30 PM and on Saturday from 9:00 AM to 5:00 PM EST. All of us at Carnival trust that despite the circumstances, he was able to take home some fun and memorable experiences. We hope he’ll allow us an opportunity to welcome him back onboard again. Sincerely, *** Carnival Cruise Line.”