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Carnival problem! Who to contact?


jacksmom09

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Hi! I was on the phone today for over a hour RE a problem that was a Carnival error and had someone very unhelpful and unable to fix my problem! When asked for someone else to contact RE problem, I was directed to the Carnival web page and told at the bottom of the page was contact info!:eek: Anyone have a better idea of who to contact???:(

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I booked an Early Saver rate which is paid in full and I requested back in Dec. a rate adjustment for $50. which was credited as on board credit, then 2 days ago I found a $30. price drop on past guest ( the same as I had requested the $50. credit for!) So, Carnival took away my $50. credit and credited me the $30. So I called to find out why and all I got was a bunch of (I feel anyway) mis-information and after over an hour on the phone I had had enough and requested conatact info for someone else to help! I did get the persons name that I had spoken with, and would like to talk with someone with maybe a little more knowledge!:confused: Being directed to the web page for contact info (in my opion) was unacceptable!

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I have not had much luck finding anyone who help with some major problems I've had. My PVP made some pretty big errors and it has cost us $300. I've been trying to reach her since the begining of December and have not gotten one phone call back.

 

Everyone on the phone has basically said there is nothing they can do.

 

Try emailing cclsupport@carnival.com

 

I hope you get it straightened out.

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I have not had much luck finding anyone who help with some major problems I've had. My PVP made some pretty big errors and it has cost us $300. I've been trying to reach her since the begining of December and have not gotten one phone call back.

 

Everyone on the phone has basically said there is nothing they can do.

 

Try emailing cclsupport@carnival.com

 

I hope you get it straightened out.

 

Thank you for your help!

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I booked an Early Saver rate which is paid in full and I requested back in Dec. a rate adjustment for $50. which was credited as on board credit, then 2 days ago I found a $30. price drop on past guest ( the same as I had requested the $50. credit for!) So, Carnival took away my $50. credit and credited me the $30. So I called to find out why and all I got was a bunch of (I feel anyway) mis-information and after over an hour on the phone I had had enough and requested conatact info for someone else to help! I did get the persons name that I had spoken with, and would like to talk with someone with maybe a little more knowledge!:confused: Being directed to the web page for contact info (in my opion) was unacceptable!

 

LOL I'm not laughing at you OP, but the bonehead that did that the switch and how they couldn't see that even if you were or weren't eligible for both (because I really have no idea), would take away $50 and give you $30 and think that was a better deal. Still shaking my head.

 

Now onto your dilema. Have you tried just phoning back the main number and asking for a supervisor as soon as you phone. In the first place the call centers at these cruise companies are just that ,call centers with people who punch questions into their computers and give whatever answer pops up. They do not have authority usually to do much to help when a customer has a bigger issue to rectify.

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LOL I'm not laughing at you OP, but the bonehead that did that the switch and how they couldn't see that even if you were or weren't eligible for both (because I really have no idea), would take away $50 and give you $30 and think that was a better deal. Still shaking my head.

 

Now onto your dilema. Have you tried just phoning back the main number and asking for a supervisor as soon as you phone. In the first place the call centers at these cruise companies are just that ,call centers with people who punch questions into their computers and give whatever answer pops up. They do not have authority usually to do much to help when a customer has a bigger issue to rectify.

 

May try back in am! But, i dread the thought of another hour on the phone:mad:!

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May try back in am! But, i dread the thought of another hour on the phone:mad:!

 

I bet,

 

I didn't have a problem, just a question the other day and it took me 3 phone calls before I found a call center worker that had been there longer than a week. IMO it was not an overly difficult question but I didn't seem to be able to get the first 2 to even understand my query and like you kept referring me back to the website. Thankfully the 3rd person I spoke to was very informative and appeared to be speaking from experience and not reading off of a screen.

 

Good luck to you.

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When I had a problem back in June, the CCL rep that answered my call referred it on to "Resolutions"..that is what she called it. She had me hold (about 20 minutes but she did cut back in and apologize for the wait several times) while a decision was being made (I assume it is a department?). When she returned to our call, she informed me that the problem was fixed & the outcome was very much in my favor.

 

Call back....ask for the Resolutions Dept. It certainly is worth a try.

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When you can't get anywhere with first person you deal with , before you end the conversation Ask to talk with the supervisor. If it doesn't fix the problem ask to talk to his supervisor. The problem you describe I have seen on this board before. If you go high enough you should get someone who can fix the Problem also the Squeaky wheel gets the oil.

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I'm not sure if it's like the issue I had, but here's what I dealt with. I booked my upcoming February cruise onboard my prior cruise so I got a $50 OBC. Then I signed up for the MasterCard promo (pay onboard account with a MC) and got another $50 OBC. When the MasterCard OBC was added, the other $50 no longer showed under my booking. I called the standard customer service line, and the person that answered was able to help me. She explained it as a technical glitch because she could see it on her end. A few clicks of the keyboard by her, and all was well. All in all, I probably spent 5 minutes on the phone.

 

I seem to have good luck calling in the evening if I need help. Good luck OP!

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I have not had much luck finding anyone who help with some major problems I've had. My PVP made some pretty big errors and it has cost us $300. I've been trying to reach her since the begining of December and have not gotten one phone call back.

 

This is why I use a travel agent.

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I submitted an early saver form a few weeks back and never got a response. Not knowing how to reach that department, I sent the form in again after about a week and in the comments I noted that I had waited about a week with no response. long story short, somehow they had lost the form i submitted.

 

Within a few hours of submitting the second form I got a personal e-mail asking for more information on the situation. It came from Scott Greeson at the e-mail address of guestsolutionssupport2@carnival.com. overall the original form was never found and I did not write down the information before submitting it. Scott said that he couldn't find any matches in their system for the time frame and i didn't get the reduction. But I was actually very happy with the response i got.

 

Once they saw my complaint I was contacted quickly and we exchanged several e-mails all between 7:30 pm and 10:30 pm.

 

To me good customer service is when you don't get the resolution you had wanted, but you leave feeling that you were treated fairly and that the person on the other end did their best and listened to you.

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"This is why I use a travel agent."

How would this snide comment help the op:confused:

 

I saw nothing snide about that remark. They were just stating that if the OP had used a TA, they would deal with it and not have to spend three hours on the phone themselves.

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I have been extremely successful emailing the CEO's office when I can't get something resolved. Of course, the CEO doesn't respond, however, my emails always get forwarded to the right person who ALWAYS takes care of whatever the problem is... In fact, I agree with the previous poster in that sometimes, simply speaking with someone who knows what's going on, can explain it clearly, and shows genuine sympathy over the issue, I will hang up feeling like I have done the best I could do...

 

Regardless, the management team in Carnival truly cares about customer service. This attitude doesn't always trickle down to the individuals we speak with over the phone! As a result, I go directly to the management team for help and they always assign a person to help out. That person ALWAYS gets the problem fixed. They continue to impress me!

 

My suggestion -- ask to speak with a Manager/Director...

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How would this snide comment help the op:confused:

 

It wasn't a side remark - it was a general information remark. Perhaps taking a lesson from what happened, the OP might consider alternative methods of booking in the future, since a travel agent will take care of problems such as this for the client without increasing the cost of the cruise.

 

So, as long as we are asking questions, how did your post help the OP?

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Although it may be good advice (that is debatable though), it is true that telling the OP to book with a TA on their "next" cruise does not help them resolve this problem on "this" cruise.

 

The OP should keep calling until someone helps unless the $50 is not worth the time it takes to get it resolved.

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