I am not making this up. I booked a cruise on Nov 22, 2022 and because I did not check with the other people listed, had to cancel the next day I made a dumb move and lost 200 deposit, I accepted that. When I booked, I included insurance and gratuities, and paid in full via Uplift. I expected to owe Uplift the 200 deposit.
Uplift told me that Carnival did not refund the insurance or the gratuities.
When I called Carnival today, they told me that the insurance was non refundable because I was beyond the 10 day grace period of getting a refund when canceling. I told them I had canceled within 24 hours of making that booking. They told me that I am just now canceling the insurance. I then asked; "how can the insurance still be in effect when I canceled the cruise a month ago". I was told that was because I am just calling about it! I was so frustrated that I told him goodby because this was going nowhere.
I had another cup of coffee, and reflected on what just transpired. I still did not believe what I was hearing. I went over the whole call in my mind, thinking maybe I am missing something. Nothing they said made any sense. I called back
I went through the first CS rep quickly and requested the resolution desk. I was astounded that I got the same answer! I tried to get it across that it was impossible for the Carnival Protection insurance to still be in effect when the cruise (contract) was canceled within the grace period providing for a total refund. After a few minutes, she interrupted me and said that I was simply not going to get the refund. I then asked how I could appeal this further. She connected me with her supervisor. Two minutes later, the supervisor asked me what I thought the refund should be. She agreed!
She would only give me an OBC and I did not care to ask for a direct refund. I was happy to get this far.
I still cannot believe that 4 CS people would tell me the same story that the insurance was still in effect when there was no cruise to insure!
I am Platinum on Carnival and want to add that this was the first time I had a problem with CS.
I am not making this up. I booked a cruise on Nov 22, 2022 and because I did not check with the other people listed, had to cancel the next day I made a dumb move and lost 200 deposit, I accepted that. When I booked, I included insurance and gratuities, and paid in full via Uplift. I expected to owe Uplift the 200 deposit. Uplift told me that Carnival did not refund the insurance or the gratuities. When I called Carnival today, they told me that the insurance was non refundable because I was beyond the 10 day grace period of getting a refund when canceling. I told them I had canceled within 24 hours of making that booking. They told me that I am just now canceling the insurance. I then asked; "how can the insurance still be in effect when I canceled the cruise a month ago". I was told that was because I am just calling about it! I was so frustrated that I told him goodby because this was going nowhere. I had another cup of coffee, and reflected on what just transpired. I still did not believe what I was hearing. I went over the whole call in my mind, thinking maybe I am missing something. Nothing they said made any sense. I called back I went through the first CS rep quickly and requested the resolution desk. I was astounded that I got the same answer! I tried to get it across that it was impossible for the Carnival Protection insurance to still be in effect when the cruise (contract) was canceled within the grace period providing for a total refund. After a few minutes, she interrupted me and said that I was simply not going to get the refund. I then asked how I could appeal this further. She connected me with her supervisor. Two minutes later, the supervisor asked me what I thought the refund should be. She agreed! She would only give me an OBC and I did not care to ask for a direct refund. I was happy to get this far. I still cannot believe that 4 CS people would tell me the same story that the insurance was still in effect when there was no cruise to insure! I am Platinum on Carnival and want to add that this was the first time I had a problem with CS.
