Negative Feedback Survey/Form

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#1
Pittsburgh
25 Posts
Joined Apr 2011
I filled out a survey/feedback form on my last cruise on the Freedom on June 25th. I did put down negative comments. I was wondering if anyone else ever filled out these forms and if so, did you receive a reply?
#2
Vermont
1,615 Posts
Joined Feb 2009
nope. no reply.
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#5
Global Citizen
78 Posts
Joined Jan 2011
I've never seen a reply for any of these either, though mine have all been positive comments.

Just out of curiosity, since I'll be on the Freedom in a few months, what happened that was negative if you don't mind my asking?
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#7
Pittsburgh
25 Posts
Joined Apr 2011
1. when i reserved my trip i was waitlisted for early dining - i told the reservationist that i really wanted early and she said "oh, it's just the two of you - you won't have any problem switching.

2. when i got on board i saw the captain of the lido deck and asked him the same thing. he said the head matre'de would be on call at 1pm to change or make reservations and i should speak with him. again, i was assured "oh, it's just you two - you won't have any problem switching."

WRONG -

i went in line at 12:30p and was the 2nd person in line. i asked the matre'd and he said 'sorry, all booked up. if i can do anything there will be a notification by noon tomorrow" the next day i received a card - 'sorry, no room'

we ate at 8:15pm for 2 nights and went directly to bed. the third day i went to the guest services and literally begged them to please change my dining time and told them we were having no fun at all because we ate too late and went directly to sleep. the guy at guest services looked at me like i had 3 heads and told me he'd email the matre' d....again the next day it was - 'sorry, no room'. to top it off we were put at a table for 10 and there were myself, husband and another couple. weird.....i did finally get them to give my husband and myself a private table for two.

3. when i was on a carnival cruise in april with my sister she bought diamond hoop earrings. well she lost one and asked that i get her another pair since carnival ships all carry the same jewelry. she paid $186 for them. when i went to the jewelry store the earrings were there. i had a copy of her receipt and they would not honor their same price. i eventually bought them for her at almost $100 extra. but there is a sign in the store that they will match any competitor's price for the same item BUT i guess they don't match their own prices.

4. we did luggage express which is you pay $20 per guest and they will print your boarding passes and take your luggage during the night. when you fly into your home airport your bags are waiting - GREAT!!! NOT!!! when we got to the airport at 10pm 2 out of 3 bags did not make it. it took 6 days to get the 2 missing bags which i had to call 6 different people on 3 different days to find them....i called carnival this week to request a $20 credit since my bags didn't make it home as promised and they said "not their fault" so they wouldn't credit me. i went on carnival in april with my sister and again june 25th with my husband - so i've spent over $5000 in less than 3 months and they wouldn't satisfy me with a small $20 credit. i even told the lady that my sister wanted to book again for november because we were going to concentrate on getting 10 sailings under our belts so we could become VIP but now we are moving to royal caribbean.

truthfully, royal caribbean is much better with entertainment, food and the ships are beautiful BUT carnival is cheaper. i realized that i wouldn't get the same service as royal but the service i received was even far less. i will probably go back on because of the price because really i only go for the sun and the heat. i can bypass the quality of food (within reason) and the shows i saw weren't as high of quality as the royal caribbean. we'll see how i feel in a few months when i'm ready to book again.

btw, generally i accept alot and don't let alot bother me but i remember years ago going on cruises and them bending over backwards to please. it is not that way anymore.
#9
Raleigh NC
2,887 Posts
Joined Jul 2010
sorry, but your complaints weren't Carnival's fault:

you booked too late to get the seating you wanted. Too bad. Next time book earlier.

as for the earrings, you said it yourself...they'll match COMPETITORS price. Again, they did nothing wrong.

how can you prove Carnival lost your luggage? All they are responsible for is getting it to the airport. From there, it's on the Airlines. What did the airline folks say happened to your luggage?
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#10
SF Bay Area
1,403 Posts
Joined May 2007
I don't understand why people think they should be able to get whatever dining option suits them. Of course there is going to be some people at their 2nd or 3rd choice. Carnival fills their ships up. Not everyone can have what they want.

If dining on your schedule is so important to you, why not sail NCL where everyone is any time dining? Or just book further in advance.

Also when you put your luggage in anyone's hands but your own, you accept a risk that it won't get to your destination or may get there late. Be happy you got the luggage back! We always have a back up plan for "if the checked luggage doesn't make it!"
#11
Florida
1,060 Posts
Joined Apr 2010
if you would have booked earlier you could have had early seating or ytd. those are generally the more popular options. plus carnival states "your dining preference is not guarenteed" plus you could have ate out on the lido deck earlier, same food just not the dining experience.

how can you prove carnival lost your luggage and not the airline itself? hmmm.

you thought the entertainment on rcl was better? are you kidding? they had no comedians, the shows started WAY to late, if you wanted to see the parade on the freedom of the seas and you had early dining you were screwed. the ships hallways smelled of sewer on deck 6. their shows..if i wanted to suffer through disney shows i would have sailed on disney. service in the mdr was awful and the food was cold and tough. with everybody saying how great RCL is...honestly..i was disappointed with RCL...but thats just my opinion
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#12
Summerville, SC
6,537 Posts
Joined Oct 2005
It is not reasonable to expect them top be able to accommodate everyone's dining preferences. WHat if 75% of those sailing want early dining? Cannot happen. What if the majority want a table for two? Nope, no can do.
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Song of Norway (7 night Western Caribbean)-1981
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#13
Plano, TX
428 Posts
Joined Jan 2011
Originally posted by kruzen55
I filled out a survey/feedback form on my last cruise on the Freedom on June 25th. I did put down negative comments. I was wondering if anyone else ever filled out these forms and if so, did you receive a reply?
I filled one out after our mid-April cruise on the Conquest. We had a great time, but I did comment about a couple of the rooms that were just too smokey for us to enjoy (like the piano bar). I never heard back, but a month or two later Carnival changed their smoking policy. Hmmm, I wonder if I'm to blame.
Tim
#15
Raleigh NC
2,887 Posts
Joined Jul 2010
here is a snippet from Carnival's FAQ page re: Luggage Express:

The luggage will be transferred from the ship to the corresponding airline and flight. Guests must claim their bags upon flight arrival at their final destination. If there are any delays or problems with their luggage, guests need to contact the airline directly to report any problems.
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#16
san fernando valley
5,684 Posts
Joined Oct 2008
Originally posted by kruzen55
i went in line at 12:30p and was the 2nd person in line. i asked the matre'd and he said 'sorry, all booked up. if i can do anything there will be a notification by noon tomorrow" the next day i received a card - 'sorry, no room'

we ate at 8:15pm for 2 nights and went directly to bed. the third day i went to the guest services and literally begged them to please change my dining time and told them we were having no fun at all because we ate too late and went directly to sleep.
This happened to us a few years ago. We were waitlisted for early dining. Got late dining. Went to Maitre d' and tried to get changed to early dining. He said he would try, but chances were slim as most people preferred early over late. When we found out that we didn't get it changed, we just ate upstairs. They have most of the same food in the buffet as the dining room.
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#17
Huntingdon Valley Pa 19006
1,686 Posts
Joined Jan 2001
Originally posted by firefly333
OP Im with you. If I paid Carnival to transport my luggage express to the airport, I would think they are responsible, not some one else.

Totally logical....

I took a cab to the trainstation. I paid him extra to get me there on time. The train was 20 minutes late so I missed an appointment. Damn cab driver!

sheesh!
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Joe


Up Next:
Uniworld - April 2017 - Joie DeVivre to Paris/Normandy, River Royale to Bordeaux

Past Cruises:
HAL Oosterdam - Feb 2017 - Western Caribbean
Seabourn Quest - Sept 2016 - Canada and New England
Uniworld River Queen - April 2016 "Tulips and Windmills" Holland and Belgium
HAL Zuiderdam - Jan 2016 - Southern Caribbean and Panama
HAL Oosterdam - July 2015 - Alaska Cruise Tour (2 days in Denali) -
Uniworld River Ambassador- September 2014 - Vienna to Prague
Seabourn Soujourn - July 2013 - Baltic and St Petersburg
Carnival Glory - July 2011 - Eastern Canada
Carnival Dream April 2011 - Western Caribbean
Cunard Queen Mary 2 - July 2009 - Eastern Canada/Boston
Holland America Eurodam September 08 - Nowhere - Maiden US voyage
Celebrity Zenith July 07 => Azamara Journey 07 - Bermuda
Carnival Liberty July06 - Mediterranean
Carnival Triumph August 02 - Eastern Canada
US Cruise Lines Patriot July 01 - Hawaii
Holland America Statendam July 79 - Bermuda
#18
Ft. Lauderdale, Florida
2,975 Posts
Joined Feb 2011
I filled out an online one that was e-mailed to me. I had some positive and negative feedback. There is ALWAYS room for some constructive criticism (ie negative) unless one is a total fanatic.

Never heard back from them. Didn't really expect them too. I hope the people I praised got their recognition and the ones who I condemned were tossed off the ship during the night. (waiters in the MDR cussing up a storm calling women passengers vulgar names out loud, I work with Jamaicans so I know what they were saying.)

You dont call passengers tampons (bloodcloth). Its just not polite.
#19
South Florida
4,631 Posts
Joined Mar 2006
Used to have review forms to fill out on the ship they would ask/beg/tell you to rate everything highest rating....Cruise director would tell you to do this

Now they (apparently) only send out a form to some people or to one person in a cabin or?? I don't know...I have not had the email form

I am curious....where or how did you get a "customer survey" form to fill out??

Thanks
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Esty

Emerald Seas, Dolphin, Majesty Cruise Line, Sea Escape 6x Discovery 8x : (all out of biz)
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#20
Huntingdon Valley Pa 19006
1,686 Posts
Joined Jan 2001
Carnival using a sampling technique. With 23 ships active and an average of 3000 people per ship per week, they have over 60,000 customers per week. It is not necessary - nor cost effective - to send and collect comment forms from all 60,000 every week. I am sure Carnival has somebody with a statistics degree figuring out how many they need each week to get a valid sampling. Believe it or not, large companies do really care what their customers think of their product.
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Joe


Up Next:
Uniworld - April 2017 - Joie DeVivre to Paris/Normandy, River Royale to Bordeaux

Past Cruises:
HAL Oosterdam - Feb 2017 - Western Caribbean
Seabourn Quest - Sept 2016 - Canada and New England
Uniworld River Queen - April 2016 "Tulips and Windmills" Holland and Belgium
HAL Zuiderdam - Jan 2016 - Southern Caribbean and Panama
HAL Oosterdam - July 2015 - Alaska Cruise Tour (2 days in Denali) -
Uniworld River Ambassador- September 2014 - Vienna to Prague
Seabourn Soujourn - July 2013 - Baltic and St Petersburg
Carnival Glory - July 2011 - Eastern Canada
Carnival Dream April 2011 - Western Caribbean
Cunard Queen Mary 2 - July 2009 - Eastern Canada/Boston
Holland America Eurodam September 08 - Nowhere - Maiden US voyage
Celebrity Zenith July 07 => Azamara Journey 07 - Bermuda
Carnival Liberty July06 - Mediterranean
Carnival Triumph August 02 - Eastern Canada
US Cruise Lines Patriot July 01 - Hawaii
Holland America Statendam July 79 - Bermuda