• Report: #736426

Complaint Review: Carnival Cruise Lines

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  • Submitted: Fri, June 03, 2011
  • Updated: Wed, July 06, 2011

  • Reported By: beavPSU — Hermitage Pennsylvania USA
Carnival Cruise Lines
3655 NW 87th Avenue, Miami, FL 33178 Carnival Liberty, Florida United States of America

Carnival Cruise Lines Carnival Liberty Worst Cruise Experience (17 time cruiser) Carnival Liberty, Florida

*General Comment: About Carnival

*Consumer Comment: What?

*Consumer Comment: Communication

*Consumer Comment: Welcome!

*Author of original report: First time using this site - guess I didn't do an effective job communicating. Sorry!

*Consumer Comment: What?

*Consumer Comment: At least

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Simply put --- avoid the ship Carnival Liberty!

After 17 cruises, our cruise on board the Carnival Liberty was the worst ever, thanks to the miserable repeated dining room experiences. Repeated attempts to speak with the Dining Room Management staff, went unanswered. Day 1 was bad, day 2 was worse, day 3 even worse... and it culminated with the Assistant Waiter screaming across the dining room at us on day 7. Our table consisted of 6 first time cruisers, who I foolishly encouraged to sail aboard the Carnival Liberty. My mistake!

Repeated attempts to speak with the dining room management went unanswered, and allegedly a call was left for me on my cabin voice mail -- however, it was never received (one might question if it was ever made). All 7 of us wrote scathing reviews on the customer comment cards, and I included a personal letter and my business card and asked for a return phone call. Of course - there was NO call from anyone from Carnival.

At the conclusion of the cruise, I called my Carnival Cruise Planner, who booked this cruise and previous ones for me. We spoke (actually I yelled, cursed and vented) for over 90 minutes about how bad the Carnival Liberty experience was for all of us. She was very understanding and supportive. I was directed to write a letter to Carnival Care (or more realistically Carnival not-so-much "care"). My mistake, when I got home, the tree that had fallen on my house while I was on the "crappy Carnival Liberty", took priority; add a serious emergency medical surgery and the notification of the loss of my employment -- and I let the magic 30 days that Carnival requires for "official" notification slip by! Sorry, but life happens.

Today, I decided to reach out by phone to "Carnival Cruise Lines customer no-service", and express my concerns, reluctance and trepidation of ever taking another cruise with a Carnival branded ship.  I am considering another cruise at the end of the 2011, and thought maybe it was time to see if Carnival would listen to my concerns. Yes, it's been a year and a half, since the former cruise, but I thought that my emotions and frustrations would have diminished if I spoke to a kind and understanding person.  After being informed that Carnival had gone through many changes, and lofty promises (bullcrap) of how much better they are now, and how they have improved things and how comment cards are no longer done on ship (read, and then thrown away when they were negative), but now by email as a survey at the end of the cruise.

And as it appears, today I found out that Carnival would only consider my complaint within the first 30 days, and since the matter involved the dining room, even if we had complained within the first 30 days, nothing would have been done about it -- "except a sincere apology".  I asked to see a copy of this "policy" that Carina (second level supervisor of Carnival customer no-service) and she stated that all policies are internal documents only and would not be shared with a customer. Of course, I asked to be escalated to the next level of Carnival customer no-service, and conveniently this person was "not-available" (imagine that), and that I should expect to hear from her (Lori) within 72 business hours; and of course reminded that she would state exactly the same "policy" that the previous two levels of Carnival customer no-service agents have stated.

So, simply put -- run, don't walk away from Carnival Cruise Lines (and especially the Carnival Liberty)! Since they own many cruise lines, they think that they are the only cruise line - so they can provide horrible service and customers will flock to them. And don't bother to complain on-board the ship, your comments will be thrown away. Make sure you write your criticisms down and mail them in with 30 days of your cruise, so that you'll get that "sincere template apology letter".

And if you're as foolish to have purchased the on-board advance cruise program for $100 for a future cruise credit, as I did, I'm being told that I will never receive a refund from Carnival -- something in that small print, that I must have missed.

Word to the wise... if you sail on-board the Carnival Cruise Lines, and you have a complaint -- tell other people, tell your friends, tell your family and save them--- but don't bother complaining to Carnival --- they have policies that allow them to just NOT care...

This report was posted on Ripoff Report on 06/03/2011 10:47 AM and is a permanent record located here: http://www.ripoffreport.com/r/Carnival-Cruise-Lines/Carnival-Liberty-Florida-/Carnival-Cruise-Lines-Carnival-Liberty-Worst-Cruise-Experience-17-time-cruiser-Carnival-736426. 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:
1Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 General Comment

About Carnival

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

To be clear, Carnival Cruise Line does not own a bunch of other cruise lines.  Carnival Corp does.  There is a difference.  Carnival Corp is the parent company.  I promise you the service is a lot better on Cunard and Seabourn, two other Carnival Corp brands.  Heck, even Princess and Holland America have better service,two more Carnival brands. 

That said, you have to realize Carnival is the bargain basement brand of cruise lines.  Yes, you get what you pay for in cruises and Carnival is, as a whole, the cheapest mass market cruise line.  It's for people looking for a decent product but are budget minded.  If you want better service, you need to pay a little more for other large cruise lines.  How does anyone go on a cruise ship that says "Carnival" on the side and expect a classy product?       
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#2 Consumer Comment

What?

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

I have to agree with Robert - Irvine (U.S.A.) - after subjecting myself to reading thei entire ripp-off - I still haven't a clue of what actually offended the originator!
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#3 Consumer Comment

Communication

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

It appears that communication is not one of your strengths.  But some advise for you, when you want to report a "RipOff" it is good to at least say what the RipOff is.

The details of the dining room experiences when looked at individually, may seem insignificant -- but when they repeat, escalate and multiply each evening -- it gets to be very frustrating

-
They may if you would tell us what they were.  We still have ZERO idea what your problem was.  The only thing I am getting from your update is that your problem was actually with only one crew member.  So was the rest of the cruise okay? 

I am actually really interested in what was so bad with the Assistant Waiter that you wrote bad comments, had to curse and yell at them for 90 minutes, and hold this "grudge" against them for 18 months.

The next night, the original team was back and of course the assistant waiter had a major chip on her shoulder and continued throughout the duration of the cruise
- I wonder if she was the only one with a "major chip on her shoulder"

And just for the record, my intention was NOT to get something for free, but to help me assess if I should spend my dollars with Carnival and give them another try, or to choose another carrier.
-
Okay so what does that mean? What would they have had to do to convince you to go with them?  You already talked to them and basically said what they told you was "bullcrap".  What did you want them to do?


By the way if the Dining Room experience was so bad why didn't you try one of the other dining options?
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#4 Consumer Comment

Welcome!

AUTHOR: mr rik - (USA)

Glad you stopped by and posted.

You have now joined the other 246 UNhappy Carnival customers who have posted here as well!

As far as the other rebuttals, if you stick around you will get to know these guys REAL WELL!

Thanks for doing the right thing!
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#5 Author of original report

First time using this site - guess I didn't do an effective job communicating. Sorry!

AUTHOR: beavPSU - (USA)

You brought up some valid points in your message. Thank you. I can see where a reader would agree, that it appeared that I was trying to show my frequent cruiser status, however that really wasn't the case. If anything, having cruised so much has actually exposed me to a wide variety of experiences -- and thus allow for more tolerance as each cruise line, and each ship and her staff are different.

The details of the dining room experiences when looked at individually, may seem insignificant -- but when they repeat, escalate and multiply each evening -- it gets to be very frustrating. After 2 or 3 evening of challenges with the assitant waiter, the assistant Maitre d' changed our wait staff for the next evening and we had a fantastic dining experience.  The next night, the original team was back and of course the assistant waiter had a major chip on her shoulder and continued throughout the duration of the cruise. (Note, from the beginning, the waiter did a good job and was rather effective, it was always the assistant waiter who caused the frustrations). 

The point I was making was this -- when I spoke with Carnival, they do have part of the report that was filed on the ship (of course not the letter that I wrote, nor my comment card) and the information was missing my request to contact me to discuss. Yesterday, in my discussion with Lori, she stated that since it's a dining experience, even if I had properly complained within the 30 days, they would have done nothing anyway. Of course, the customary "sorry template letter" would have been sent, and the rogue employee may have been subject to retraining or communication.

Personally, I want others to know that IF they should have a series of bad dining room experiences, don't waste their time either on vacation or after the vacation - because Carnival will listen, but will do nothing about it! And just for the record, my intention was NOT to get something for free, but to help me assess if I should spend my dollars with Carnival and give them another try, or to choose another carrier.

I'm sorry if I didn't provide enough "detail" to adequately express my point. Truthfully, I'm not expecting anything to come of this -- it was a way to allow me to vent my frustration and to potentially forewarn an unsuspecting customer, who foolishly thinks that Carnival customer service is there to help.
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#6 Consumer Comment

What?

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

Even after that childish rant, I have no idea what you think your problem was.
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#7 Consumer Comment

At least

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

I am considering another cruise at the end of the 2011,
-
Well it's good that the tree falling on your house, the medical emergency, and your loss of employment all worked itself out to the point where you are considering a cruise in the next 6 months.

If your complaint to Carnival was anything like this report I can see why they didn't respond.  All I got in your entire report is that you had a bad dining room experience.  But we have no idea what was so bad about it.  Was this truly a bad experience or just a case of a repeat cruiser trying to throw their "status" around and upset that they crew members didn't do exactly what they wanted at the exact second they wanted it?

Anyways on top of this, when you finally did decide to complain it has been 18 months.  Exactly what do you want them to do about it now? 
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