• Report: #256795

Complaint Review: Carnival Cruise Lines

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  • Submitted: Mon, June 25, 2007
  • Updated: Mon, August 04, 2008

  • Reported By:Lee's Summit Missouri
Carnival Cruise Lines
3655 NW 87 Ave. Miami, Florida U.S.A.

Carnival Cruise Lines Our luggage was lost on our dream vacation and Carnival refused to do anything to help. Ripoff Miami Florida

*Consumer Comment: Very very surprising!

*Consumer Comment: How is this Carnival's fault?

*Consumer Comment: How is this Carnival's fault?

*Consumer Comment: How is this Carnival's fault?

*Consumer Comment: How is this Carnival's fault?

*Consumer Comment: Got Insurance?

*Consumer Suggestion: Not really Carnivals fault

*Author of original report: The issue is that we were repeatedly told Carnival had agents there and would check on our bags.

*Consumer Comment: Iberia Airlines had your luggage not Carnival Cruise so Carnival was not responsible

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My husband and I recently cruised on the Carnival Freedom, a brand new ship which departed from Rome, Italy. This was our dream vacation, a 12-day mediterranean cruise visiting Italy, Croatia, Sicily, France and Spain. But our dream trip quickly became our worst nightmare. It all began when we missed a connection stateside due to weather delays. We were put on another flight and our bags were lost in transit. When we arrived in Rome, we immediately made a claim with our airline and we did the same thing on-board the Freedom. We were assured that our bags would likely catch up with us in the first or second port. They didn't. In fact, my husband didn't receive his luggage for 10 days!! I never received mine. Upon arrival at the Rome airport on our way home, I was finally able to locate my luggage which according to the airline sticker had been sitting at that airport for 11 days!!

On the Carnival Freedom, we were repeatedly told by the pursers Carnival had agents in the airport checking for bags daily. If that was the case, why were they unable to find ours? Maybe because they weren't actually looking?? My bag had a carnival tag on it with the ships name and my name which was visible from the top of the bag. In addition, there was another tag with my name and address visible from the outside, and a copy of my passport was placed inside the bag. The bag was being held by the Spanish airline, Iberia, who we were originally scheduled to come to Rome on. However, when we missed our connection, we were put on Air France instead. We repeatedly asked Air France agents as well as the carnival pursers to tell their people in Rome to search with Iberia. Apparently, they didn't.

In addition to the baggage trouble, Carnival refused to do anything to make our plight a little more bearable. Specifically, we asked if they would wash our clothes for us since we only had 2 changes of clean clothes, which got a little stinky after a few days. They refused. In addition, while in Venice, we were told our bags had been forwarded there, but the customs agents were refusing to release the bags to Carnival. So we asked if they would pay for a transfer for us to go and get our bags. They said no. We went with two other couples who were also missing luggage and we paid 70 Euros for this trip. We took taxi's. We didn't find our bags there, but the other couples did. Carnival refused to reimburse us.

Upon our return to the States, I wrote two letters, one to Air France and one to Carnival detailing the specifics of our trip and asking for compensation. From Carnival, we requested to be refunded for half of what we had paid for the trip. We just received a letter back stating that they are not responsible and cannot offer any compensation. Typical. Needless to say, we will NEVER cruise with Carnival again!! Not only that, we will make it our life's mission to make as many posts we can and tell as many people as we can how aweful our experience was in hopes that they will never cruise Carnival either. We were grossly disappointed with everything about this cruise. Besides the baggage, everything was over-priced, the service was mediocre and the people were often rude. I hope that everyone considering a Carnival cruise will seriously consider going with a different cruise line. We went with Carnival because it was the cheapest. We now know why.

Charity
Lee's Summit, Missouri
U.S.A.

This report was posted on Ripoff Report on 06/25/2007 04:02 PM and is a permanent record located here: http://www.ripoffreport.com/r/Carnival-Cruise-Lines/Miami-Florida-33178/Carnival-Cruise-Lines-Our-luggage-was-lost-on-our-dream-vacation-and-Carnival-refused-to-d-256795. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 9Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Very very surprising!

AUTHOR: James - (U.S.A.)

I have cruised many times with Carnival and the first time I cruised I was with my friend and his parents. My bag was in Miami when we arrived at night, but my friend and his parents were not. The next morning my friend and his mother's bag were retrieved, but not his fathers. We talked to the pursers desk about finding the lost bag. They were told that they would locate it and it would be sent to the first port of call which was Key West. It was not their, neither was it at Cozumel our second and final port. So for the entire 4 days my friends father was SOL. However Carnival was very helpful. They gave him 2 pairs of shorts, underwear, socks, and Carnival shirts absolutely free of charge. They even went as far as letting him rent a tuxedo free for formal night since obviously his was not available. I was greatly impressed. This was aboard the Carnival Fascination. Very very helpful. I am very surprised they did not throw a few free shirts or pants/shorts your way to help you out some. Then again this was a lot longer than a 4 day, but still even one more extra set of clothes would have gone a long way I bet.

My most recent cruise this past New Years was aboard Freedom. I thought it was very nice. I had some excellent bar tenders and wait staff as well as various toher positions. Now some of the people were not as friendly as you would expect, but I look at it from their point of view. They work 7 days a week for 6-8 months at a time doing the exact same thing each day. Could you honestly imagine cleaning 50+ staterooms everyday for months on end? So when our room stewardess wasn't the most friendly it really didn't bother me at all. I actually thought about what it would be like working like that and I would much rather jump into shark infested waters than do that crap for a very meager salary. Now if your cruise director is unfriendly or enthusiastic than that is a different story. He is getting paid bank compared to the stewards and low end workers and has a much much better quality of work/living and schedule for example hes actually allowed to be up on deck. All the stewards and most workers cannot be up there at all, unless of course you work in the kitchen or restraunts, but after your shift its back to the dungeon you live in. I don't care. He is getting paid to much to be getting pissed off about work and life during his tour.

In short if its your first time crusing don't be to offended if you meet some stewards who don't seem to thrilled. Can you really blame them?
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#2 Consumer Comment

How is this Carnival's fault?

AUTHOR: Tallulah-phoebe - (U.S.A.)

It was the AIRLINE who lost your luggage, NOT Carnival. Why aren't you writing your report about the actions of the airline?

Carnival is under no obligation to resolve a problem they did not cause, nor are they under any obligation to wait on you hand and foot by providing "extras" like free laundry services. All of Carnival's ships have a laundromat on board. you were free to use it at your convenience, the same as every other passenger.

It is also not Carnival's responsibility to listen to you moan and complain about your lost bags, no matter how many times you broach the subject.

Maybe next time you will be smart and carry on a few essential items when you fly, so if your bags end up "lost" you will not be stuck with absolutely nothing.
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#3 Consumer Comment

How is this Carnival's fault?

AUTHOR: Tallulah-phoebe - (U.S.A.)

It was the AIRLINE who lost your luggage, NOT Carnival. Why aren't you writing your report about the actions of the airline?

Carnival is under no obligation to resolve a problem they did not cause, nor are they under any obligation to wait on you hand and foot by providing "extras" like free laundry services. All of Carnival's ships have a laundromat on board. you were free to use it at your convenience, the same as every other passenger.

It is also not Carnival's responsibility to listen to you moan and complain about your lost bags, no matter how many times you broach the subject.

Maybe next time you will be smart and carry on a few essential items when you fly, so if your bags end up "lost" you will not be stuck with absolutely nothing.
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#4 Consumer Comment

How is this Carnival's fault?

AUTHOR: Tallulah-phoebe - (U.S.A.)

It was the AIRLINE who lost your luggage, NOT Carnival. Why aren't you writing your report about the actions of the airline?

Carnival is under no obligation to resolve a problem they did not cause, nor are they under any obligation to wait on you hand and foot by providing "extras" like free laundry services. All of Carnival's ships have a laundromat on board. you were free to use it at your convenience, the same as every other passenger.

It is also not Carnival's responsibility to listen to you moan and complain about your lost bags, no matter how many times you broach the subject.

Maybe next time you will be smart and carry on a few essential items when you fly, so if your bags end up "lost" you will not be stuck with absolutely nothing.
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#5 Consumer Comment

How is this Carnival's fault?

AUTHOR: Tallulah-phoebe - (U.S.A.)

It was the AIRLINE who lost your luggage, NOT Carnival. Why aren't you writing your report about the actions of the airline?

Carnival is under no obligation to resolve a problem they did not cause, nor are they under any obligation to wait on you hand and foot by providing "extras" like free laundry services. All of Carnival's ships have a laundromat on board. you were free to use it at your convenience, the same as every other passenger.

It is also not Carnival's responsibility to listen to you moan and complain about your lost bags, no matter how many times you broach the subject.

Maybe next time you will be smart and carry on a few essential items when you fly, so if your bags end up "lost" you will not be stuck with absolutely nothing.
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#6 Consumer Comment

Got Insurance?

AUTHOR: Dabee - (U.S.A.)

I'll bet you did not buy travel insurance? So, why not? Considering the cost of your 12-night cruise, the cost of insurance would have been minimal for peace of mind...and some clean clothes.
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#7 Consumer Suggestion

Not really Carnivals fault

AUTHOR: Mitzi - (U.S.A.)

Sounds like it's more of the airlines fault than Carnival's. If you paid for your trip by credit card, most credit card companies offer lost baggage insurance. I agree that your trip was ruined and I would be extremely frustrated too, but I don't think it was Carnival's fault and also not their duty to reimburse you in your search for your luggage.
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#8 Author of original report

The issue is that we were repeatedly told Carnival had agents there and would check on our bags.

AUTHOR: Charity - (U.S.A.)

Yes, I understand, but we were repeatedly told time and time again by Carnival that they had agents in the airport and they would check with Iberia, per our request. That is why we were so angry with them. If they would have done their job, our vacation would have been easier. As to the laundry, I also understand your point, however; by not providing simple things like complimentary laundry service, they made us (and others) so upset that we will never cruise with them again. It would seem that a good business plan would include policies designed to help people in our situatation knowing it would lead to better customers and more business in the future.
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#9 Consumer Comment

Iberia Airlines had your luggage not Carnival Cruise so Carnival was not responsible

AUTHOR: Wilson - (U.S.A.)

You, yourself stated Iberia Airlines had your luggage. I am sure Carnival Cruise does not have people at various airports around the world looking for passengers lost luggage otherwise looking for lost luggage would be a full-time job. I am guessing that Carnival did not provide free laundry service to you and your husband because if they did that they would have to provide free laundry service to every passenger who stated their luggage was lost by their respective airlines. I understand your frustration but you cannot blame carnival Cruise for luggage held by Iberia. How is Iberia supposed to know that you took a connecting flight on Air France?

On a different topice, I personally would not take a cruise on any cruise line because I have read that the ship personnel expect to be tipped for everything.
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