April 18, 2008 To: Carnival Cruise Line Corporation3655 NW 87^th AvenueMiami, Florida. 33178-2428 Gerald R. Cahill, President & CEO,Micky Arison, Chairman of the Board & CEO,Howard S. Frank, Vice Chairman of the Board & COO,David Bernstein, Senior Vice President & CFO, Richard D. Ames, Senior Vice President-Shared Services,Arnaldo Perez, Senior Vice President, General Counsel & Secretary, Larry Freedman, Chief Accounting Officer & Vice President-Controller,Timothy Gallagher, Vice President-Public Relations,Jennifer de la Cruz, Director-Public Relations

 

Dear Sirs:I am writing to you to because my husband and I recently cruised with Carnival and the experience was less than pleasing, to say the least. I planned & did extensive research for almost a year and a half prior to going on our cruise on April 5, 2008. Originally, there was a group of us that had planned to go together, family and friends, but Carnival decided that the cruise we were scheduled to go on, at the end of April, was going to be docked for extensive renovations. Therefore, if we wanted to go we would have to wait until September 2009 or go prior to the end of April 2008. We all decided to go earlier in April. We were all so excited because a lot of us, including myself and my entire family, had NEVER cruised before. We advised the travel agency that we were working with that we would like to go earlier in April. We then found out that it would cost considerably more to do so. And, of course, EVERYONE at that point decided not to go because of the price change that no one, not even the travel agency, could explain. However, my husband and I were committed to going on the cruise regardless of the price because of a promise that I made to my husband. Let me explain in a little more detail. My husband was a smoker for over 30 years. The kids and I begged him to stop smoking. The coughing was so bad that we never went anywhere because of the embarrassing cough that he had. It sounded like he was going to cough up a lung. Last year, I went with him to his doctor’s appointment. During that appointment, his doctor advised him that he had emphysema and my husband began to cry. I had made a promise to my husband at his doctor’s office that I would take him on a cruise to the Bahamas and pay for everything myself, if he stopped smoking cigarettes. I told him it would also be the honeymoon that we never had as well. My son is an adult and a Petty Officer in the Navy and our daughter is an adult and living on her own, so now we can attempt to take a vacation without worrying about a babysitter. I told him that I would make sure that it would be the trip of our lives, especially since we never went anywhere and this would literately be our first time going anywhere in over 20 years. We had many obstacles along the year long journey.       There were times when I thought that there’s no way that I will ever be able to pay for the cruise. I worked overtime, withdrew money from my Credit Union, I even baked and sold cakes to get the money together for planes tickets, a hotel room, the cruise payment, our spending money and emergency money. I did all this and I still had to make sure that our mortgage was paid, car payments were made, utilities bills paid, etc..etc..etc.. By the grace of God, everything was taken care of each and every month. That’s why I am writing to you to convey how disappointed I was with our cruise. On the morning of April 5, 2008, we arrived at the Jaxport Terminal. I approached the desk and began giving my information to Ms.Viola Weintraub or Weinraub, one of your Customer Service Representatives at the terminal during Embarkation. She asked me for the credit card that I set up the sign and sail account under online. I gave her the Visa Gift Card/Credit Card that I used on line in January 2008. She advised me that I could not use a Visa Gift Card/Credit Card for a sign and sail account. I advised her that the online system took that card and that I did the necessary research and reading prior to giving the card number on line. The website stated that I could use a Visa or Mastercard Gift Card, but an American Express Gift Card/Credit Card could not be used. She stated that she could not find it in her system. I advised her that the card has a $400.00 value on it and that I did use it to set up the expense account online. She stated that the gift card does not have my name on it. I told her that when you purchase a gift card they don’t have your name on it. That’s why they are purchased for anyone to use. She stated that I was going to have to pay cash to the Purser upon boarding the ship. I advised that she go and get a supervisor for me to speak with. Her supervisor came over to me and simply reiterated what she stated to me before she left to go get him. I kept attempting to tell the both of them that I do not have enough cash on me to support the amount that’s needed for my husband and I to set up a sign and sail account, which is why I used our income tax money to purchase the Visa Gift Cards. I advised that I have three of them, two for $400.00 each and one for $100.00. She asked me for the other Visa Gift Card. I gave it to her and she then used that card and it registered. Then she told me that she now does see the other Visa Gift Card, but that I would still need to give the Purser cash and they insisted that I go speak to the Purser.    I was so upset that I began to shake and cry. I knew that I had set up the account online, I showed her a copy of the FunPass that stated I had fulfilled ALL my requirements, but her and her supervisor were both telling me that I had to give cash at the Purser’s Desk. Needless to say, my Embarkation photo was not something that I could buy because it showed how upset I was upon boarding. I made my way to the Purser’s Desk and I spoke to Ms.Cha Chengpee, a representative at the desk. She advised me that the Visa Gift Card/Credit Card was just fine to use. I could not believe it! At that point, I became angry. I advised her that every person that deals with the public working for Carnival should be on the “same page”. If the previous representative and especially her supervisor had been on the “same page”, it would have saved me from having a “nervous breakdown” during a time that should have been the best time ever for both of us, which was getting on board and getting the cruise started. I advised Ms. Chengpee that I wanted to file a complaint. And she initially did not take me seriously. I had to demand that she document the matter. As I found out later on, there were quite a few people who also purchased the Visa Gift Card/Credit Card and were given the same information at the terminal also. I checked my sign and sail card and discovered that the dining seating time was incorrect. I requested 6:15pm, but somehow I got an 8:30pm seating time. We had to wait in line almost 30 mins to get that resolved. Therefore, that was time spent attempting to fix another problem, instead of having fun on the “fun ship”. The cafeteria style service on the Lido deck was not impressive. The meat carver absolutely hated his job. There were no huge ice sculptures with beautiful displays of food surrounding it. There were only two formal restaurants, The Vista Room and The Horizon Room. The stateroom was okay in size, but the furniture was filthy. The air conditioning unit was in the ceiling, which made it very difficult for me to reach. (I am only 5’1.) The actual walls of the cabin were not in the best condition. If maintenance is scheduled, it should be done immediately. There were also times when we did not get a little towel animal left on our beds at the end of the day. (I wanted to take pictures of each one for our photo album and all I got was two pictures.) I also purchased Bar Credit coupons and Soda Coupons online. I felt that it would help me save some money on the sign and sail account, if I purchase the Bar Credit coupons in advance.   I used the coupons everywhere on board. They were great until I attempted to use them at The Trolley Bar. The bartender at the Trolley Bar informed me that I was going to be charged an additional $2.00 for each coupon used to pay for a double shot of Chivas Regal, which only costs $6.25 each shot, then the gratuity tax of $1.88, then tax of .88 cents. The total for the drink everywhere on board was $15.26. My coupons were worth approximately $5.25 each. I gave three coupons for each double shot drink of Chivas Regal, which was $15.75. There’s a difference of approximately .50 cents that I never asked for anywhere on board. So, in fact every time that I used the coupons, I spent more on the drink then was necessary and that was okay, but I could not understand why she wanted to charge me an additional $2.00 per coupon. I advised her that no where on board had I had this problem and that the waiter and/or waitress took the coupons and never questioned the matter or attempted to charge me an additional $2.00 a coupon. She then stated that they were wrong. I asked to speak to a supervisor then as well. She called her boss on the phone. She then told me that I was correct, but that she still needed to see my sign and sail card. I asked why. She could not explain why, but she stated that the $2.00 amount was not going to be charged. She did, in fact, charge me the additional $2.00 and then told me to go to the Purser’s Desk to have it removed. I did and while I was there I filed complaint number two regarding that issue at the Purser’s Office. This vacation was the first vacation that my husband and I had ever been on in over 20 years. This was supposed to be our dream vacation and we were so excited. We had never been on a cruise and we had heard that it was the thing to do. I worked countless hours of overtime, evenings, Saturdays and Sundays, sold cakes that I had to bake after a long day at work in the evenings, pulled money from my Credit Union, I even took money from our Piggy Bank for the Cruise. After returning home, I received an e-mail from Vacations To Go, which I don’t understand because I never did business with that website, but thank God that I did! It stated that Carnival, as well as a few other Cruise Lines, were going to reimburse the fuel surcharge that everyone who traveled with them was assessed. I contacted my travel agent and her response was that she called Carnival and was told that I received the amount back as an online credit. My final bill does not reflect that! In the area where it lists on board credit it shows ZERO!   My dream vacation has officially now turned into a nightmare. I did what I needed to do to make this Cruise happen, but I feel that Carnival did not provide the very best of what they had to offer. I can understand that sometimes things don’t go as planned, but this vacation meant the world to me and my husband. Enclosed you will find my supporting documentation of most of the bizarre events that have occurred. Please review the enclosed information as soon as possible. I hope to hear from you very soon regarding this matter.   Sincerely,Disappointed Cruiser

Your no DIVA! 

You posted this Back in Jan.,I am not sorry for you. You were going to complain no matter what happend on your Cruise. You had a few hang ups. U went on this Cruise with the point of not haveing fun. So you have no one to blame but yourslef.

 

This is From Jan 2008 from DIVA

"I have footed the entire bill for our cruise as a gift to my husband who stopped smoking after almost 30 years. I have had problems with our travel agency, we originally were booked with 12 others, as a group, who backed out because of the travel agency's "price changes", and the original date for the cruise that we were booked on, same ship, was cancelled by Carnival because the ship is going to be placed out of commission for quite sometime. For over 1 solid year, I have worked many hours of overtime, exhausted the majority my savings, and have had many sleepness nights all regarding a cruise that we have not yet gone on.(Our cruise date is 4-5-08.) We too our going to be in a lower cabin and, if we have the fortune of smelling cigarette smoke all night and day while we are in our cabin, I will not be a happy camper and everyone will know about it, this includes but is not limited to the staff and the president of Carnival Cruise Lines. I have paided too much money and worked too hard for this cruise for it not to be the experience of a lifetime. And take it from someone who has been married for over 20 yrs and NEVER went on a honeymoon nor have we had a vacation in all that time. The Diva that I think I am WILL show, if we have any problems while on our cruise."

That was a reply to someoneelse comments about what happened to them. YOU are not a NICE person. Regardless of what was posted then, the fact still remains that I WORKED many hours of overtime, done what ever I had to, and exhausted all reserves of money that I had to take the love of my life on the trip of his life because he cared enough about his life to stop smoking cigarettes. That is the truth and it is what it is. And for others like you who some how feel that ALL that Carnival and our travel agent put us through was our fault, then please don't reply to me directly because I don't want to see it. Please take your opinion and set sail! 

I'm sorry you had a terribe cruise.  We were on the final sailing of the Celebration and loved it.  It was our second time on this wonderful ship!  Our embarktation was flawless and the staff was nothing but nice to all 7 of us traveling together!  Our waiters Orlando and Lawerence were superb to all of us!  They catered to all of us but especially my 12 year old son.  We love sailing Carnival and are presently planning another one next year for our entire family !  Carnival, we will miss the Celebration!  We loved it!

Sorry to hear you had a few problems on your cruise.  I hope you had some good points about the whole vacation.  And if you didn't want to hear what people had to say. You should never have posted what you did in so many places on the message board. that is an open forum for everyone to read and comment on.  Maybe your next vacation will be a better one....

 

 

You All ready Said you were going to complain about your Cruise. This is Your post Correct? Am I not Correct? If anyone else want to Read it here link.

http://www.carnivalconnections.com/cruisetalk/forums/p/24195/38740.aspx#38740

So why are you retaliating on me for you post?  Carnival did what they promised.

All of your post were put on

Carnvail Dissapointment, or I don't Recommend Carnvial is this not Correct, you went on your Cruise Wanting to be Dissapointed so you could Complain.

You didn't ask anyone here on any of the post any Questions that could have save you any of you problems. You have been a member Since Jan have you not. And you wanted to take you Husband on A Cruise, Thats fine. But you Knew you were going to be Disappointed, And you even posted it back in Jan, Because there is No pleasing you.

And lastly, its not like the REST OF US don't work overtime, and but in 72 hour weeks 12 hour days so our Familys can't enjoy a Cruise. I have, and do.

And about be being nice. I can be, but i can be a really pain, when i see someone like yourself pre-post a complaint  Saying your going to Complain ( 4 months) Before they even Cruise.

 

 

 

I work in a service industry and have nightmares about customers like you. My first cruise ever was on the Celebration in July 2007. I had such a wonderful time that got me addicted to cruising.

At the beginning of your article I  empathised with you, as  I read further down, I got the feeling that Carnival couldn't please you no matter what they did.

 I hope your husband had a better time. Good luck next time.

One last thing.

My parents always said, If you don't have something Nice to say Than don't say it at all!

 

After reading her story, I understand her side as to why she would want the cruise to be perfect and I'm glad to hear her husband quit smoking and hope all is well for him in the future. Hey LEAVE ME ALONE be lucky he's still here alive and well. I do agree if her original sailing was changed due to extensive renovations, the customer should not be entitled to pay any more than the original cruise as long as it's within a set time period BUT it is written in Carnival's "Fine Print" Also why would she have to wait untill SEP '09 to go on another replacement cruise???

Now the issues she had were small issuse. She didn't talk about any employees being rude, she said not all were on the same page. What she fail to understand is when you have thousands of employers not all are going to be on the same page and most of us know this. She talked about the A/C in the celing, all cabins are design the same way not just hers...with confined space it make snese to put them there. Last time I went there was a stool for her to stand on or her husband, I would hope, is tall enough. Small things as seat assigment, if too many people have a early seating then can not fit all on the early seating, that why they offer you a chance and try to change your seating. I didn't get towel animals in my cabin everyday??? Also the celebration is an older ship so yeah most belongings are probably out dated. Understandable. You do get what you pay for sometimes.

Beside's the little things...did she enjoy the shows??? how were the shore excursion??? how was the food??? clubs??? the other guest??? the pools???

 

When someone has a mind set for having a bad cruise, that is what they'll get is a bad cruise....you wanna hear about a bad experience I got one.......read next post!

I guess one reason she had to change her cruise date is because the celebration was sold.  and is no longer part of the Carnival fleet.   It is to bad that she didn't as a few questions before she went on the cruise.  She might have known that she could have just put the cash down for the S&S card.  That would have saved her the frustration at embarkation.

It was my first marriage and our honeymoon cruise back in February 04. We were set to sail out of New Orleans on the Conquest. We left from San Antonio that night around midnight and made a 9 hour drive to the port. We arrived at the terminal a little early, around 9-10sih dropped off our bags and went to park. I didn't see the Carnival ship but I notice a Royal Carribean instead. (At this time i didn't think of anything, it was my first cruise) Well the parking garage was closed and said full. Well talked to some workers and they advise us all cruise parking was routed to another parking garage oh....about 7-10 blocks aways. And that Carnival would come pick up us and shuttle us back. We parked and wait and waited. We waited probably for abouta n hour. Finally when the shuttle arrive we boared with two other couples to head to the terminal.

This was in February during Mardi Gras...wow....big mistake. By this time all the roads were closed...we got detoured and detoured. Next thing we were in the middle of Mardi Gras. Stuck in a sea of people. The shuttle never made it back to the terminal...they dropped us off about 3 blocks away.. We were stuck in traffic for hours to only be dropped off 3 blocks away??? So now we are all walking trying to get through Mardi Gras with carry-on bags. We finally get to the terminal to check in. It's maybe 3 o'clock by this time. When we could have been the first few boarding groups we were board group 12 or 13. What we found out is that there was an accident at the mouth of the Mississippi River and that the Conquest couldn't come in and went to Mobile, AL and the Royal Carribean couldn't leave the day before. That's why the first garage was full and closed!!!

Night fall comes around, it gets cold. Thousands of people are at the terminal. It's cold then it starts to rain. No water, no food....people are complaining. Kids are crying, older adults need medicine. It was crazy, felt like a refuee camp. Carnival had no word when or if we would be able to emabark or if the cruise would be canceled. Finally around 8 or 9 they bring refreshements from the other ship. Pillow and blankets but they were few and hard to come by. Finally the word came in and that they were bussing all the passengers from Mobile back to N.O. and we could head to Mobile until the ship was disembarked before they could bus us to Mobile. Some guest asked if they can drive to Mobile, they were told no. Guest wanted to cancel but Carnival wouldn't refund 100%. Around maybe Midnight, guest were allow to board buses and start head to Mobile to embark on the ship but they did it by boarding numbers. We had been up about 24 hours, we're tired and we probably had to wait 'till the morning time to get boarded. Around 2 AM all buses had to stop that the drivers exceded thier drive time....

At this time Carnival had no idea what to do....they had taken about 6 or 7 boarding groups to Mobile and had about maybe 22 more to go. I called Carnival asked if all three ports where going to be available and if we could cancel. They said everything was still on schedule and if I want to cancel I wouln't get 100% refund. Around 3AM they calle din all cabs from N.O. to start shuttle us to Mobile. We had to pay out of pocket but we could get reimburst on board. It was suppose to be by boarding groups by when the cabs showed up front, all hell broke loose and it was a free for all to catch a cab. We got on a cab and drove to Mobile....finally around 430Am we got on board the ship only to find out that the Jaimaica Port was canceled but we got a $100 ship credit  per person for that and they gave us a $15 ship credit for dinner in N.O. that we paid out of pocket. The pursor desk refunded us in cash for the cab drive.

It get's better!

All this is in one night. Finally we leave at 4PM the next day on a 6 day cruise with 2 ports. There was a lack of items on board due to the re-routing of the port. Waters were a little choppy and my wife had gotten sick. We got to Cayman Islands that morning, we saw the isand but we couldn't tender. The water was choppy so we left and went to Cozumel. They again gave us $100 ship credit. Our 6 day cruise and we got to see Cozumel and had 5 fun days at sea. 

Overall it wasnt the best cruise but alot of things were outside Carnival's hands. They did good compensating us and they also gave all the guess 50% off thier next cruise if sailed before December 05. My wife would never want to sail again but I did and now i love them.

But she said this:

Carnival decided that the cruise we were scheduled to go on, at the end of April, was going to be docked for extensive renovations. Therefore, if we wanted to go we would have to wait until September 2009 or go prior to the end of April 2008.

I don't think she was scheduled on the Celebration but if she was....she would wait till after September 09 because it's getting sold. I mean from April 08 to September 09 is like 17 months unless she ment Sept. 08 

 

 

I think she must have meant sept of 08 that is when the fascination is taking over.

Army rod,
Did you check out all of her Pre post

Read them and tell me what you think, And i am Sorry to here what happend on your Conquest Cruise in 04, Thats had to suck but at least there was some Body to the Post. and it you that wasn't a Cut and Past from, from January.

Yes it was good that her husband quit Smoking, but I can understand why he did for 30 years.

The Wife and I was on Conquest Nov 03 after I getting back from Iraq,out of new Orleans.

 

The reason for such a price increase was because they were originally scheduled to sail at the END of April, AFTER ALL THE SPRING BREAKS, so going April 5th threw them right into the middle of Spring Break, there is a huge price decrease in all cruises after all the spring breaks are over. We were originally scheduled to sail out of N.O on the Triumph at the end of April 08, but Carnival pulled that ship and our only other option was a 5 day on the Fantasy. We took it, we all got a $50 OBC and we had an absolutely fantastic time. We are now die hard Carnival cruisers!!!