carnival.com

Carnival cancelled our cruise 4 times, then took our cruise credits

Terrible. Not honouring our cruise credits, despite them canceling and changing our cruise 4 TIMES. We have lost over $2000 due to them.Background below. * 1st cruise booked – cancelled due to Covid understandably.  So we booked again.* 2nd cruise booked – booked during COVID time, however cancelled due to Covid again. So we booked again.* 3rd cruise booked (April 2024) – cancelled due to the Carnival ship being in the USA for longer than expected. So we booked a different cruise again.* 4th cruise booked (Dec 2024) – Carnival changed the country of origin.  Instead of going overseas, they changed it to sale in our state and country. It’s a location that gets very hot that time of year, plus one we have been to many times. My husband and I thought we would find another cruise to do in December 2024 instead, since the cruise we wanted to do was changed by Carnival.We want an overseas location, not one in our home state/country.   We found a cruise in USA in December 2024 to swap to. This cruise was more than twice the price. I called to transfer over our deposits and cruise credits, however was told to make this change we will completely loose our onboard cruise credits which are around $2000 AUD. Even though we are only changing due to them canceling our 4th cruise.I was on the phone for over 1 hour with Carnival.  I requested 3 times to speak to a manager, but no manager ever spoke to me. Apparently our onboard cruise credit expired in March 2023 and they made an exception to apply the cruise credit to our last two bookings (April and December). I wasn’t advised verbally or in writing at the time that this was the case and an exception was being made.  This is poor customer service, as the only reason we needed to change the cruise was because they changed our cruise for a fourth time.We were told on the phone they couldn’t do anything else and to send an email onto a particular area. We have now waited 5 months for a reply to our initial and following up email, and have heard NOTHING.We are going back to cruise with Royal Caribbean. We have done 6 cruises with them and have never had an issue.

Date of experience: Jul 06, 2023