CCL dropped the ball...

[drosphot]

We booked a cruise for December on the Magic during the reduced deposit promo for a specific 4J cabin on the ES rate. 3 days after I sent in an FCC I got the email showing it was applied and the $100 in OBC was there. The only problem is the deposit showed $500 due the day I booked and not the $250 it originally had. I sent an email immediately and no reply. So today I called because I couldn't access my booking any longer. That was because they CANCELLED due to the deposit not being paid 4 days prior to them changing it! They looked at it and said "oops that happens a lot on reduced deposits, its a problem on our end."

So they fix that pesky deposit issue but all the 4J on the lido are gone now. We picked that deck and cabin specifically and my sister also booked on the same deck. They got us in on deck 9 in a 4J but tell me there is nothing else they can do.

Hmmm you cancelled me due to your mistake then tell me you can't give me what I originally paid for and I can "keep looking to see if the cabin opens and if the price is still the same (they) might switch it." Really?

Pretty bummed with that experience today. Anyone know of an easy way to check cabin availability on a sailing with doing a mock booking?

They didn't even offer the damn strawberries as consolation for their mistake.

 

 

 

 

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[tmllvr]

They are a bunch of clowns. When I booked I specfically asked for the early saver rate. The girl who was filling in for my rep went ahead and booked us as a residents rate ($5 cheaper) Now the price for my cat. has dropped $45pp and they will not honour my request for OBC to be applied to my account. The last supervisor I spoke to said if I'm not happy I can go ahead and cancel my cruise, but won't get a refund.

 

I told him I won't just throw away my money like that, but may have my auto-grats removed.

 

(Hey, stop the hate mail, I won't do it. Just adding to our discussion of poor customer service starting from day 1 of booking)

[jrmende63]

They are a bunch of clowns. When I booked I specfically asked for the early saver rate. The girl who was filling in for my rep went ahead and booked us as a residents rate ($5 cheaper) Now the price for my cat. has dropped $45pp and they will not honour my request for OBC to be applied to my account. The last supervisor I spoke to said if I'm not happy I can go ahead and cancel my cruise, but won't get a refund.

 

I told him I won't just throw away my money like that, but may have my auto-grats removed.

(Hey, stop the hate mail, I won't do it. Just adding to our discussion of poor customer service starting from day 1 of booking)

How is this going to fix their boo boo? The booking person did this not the workers on the ship.:confused:

[storm78]

How is this going to fix their boo boo? The booking person did this not the workers on the ship.:confused:

 

very simple, unhappy workers, unhappy guests, less bookings.

[Nursm0m]

Oh crapola!!!! I just sent in a cruise dollars certificate for $100 towards my bill (not FCC). I hope they don't cancel mine!!!

 

 

Jenn (Sent from my iPhone w/ Tapatalk)

[sanmarcosman]

They are a bunch of clowns.

 

Clowns is an apt title for their reservation agents. Always be sure to get the name of the clown you are speaking with and keep it on file. You'll need it later to correct their mistakes. Carnival needs to send them to a remedial course at the Carnival Clown College. :mad:

[AdGuyMG]

Clowns is an apt title for their reservation agents.

 

The OPs issue isn't with a reservation agent. It's a post booking CRS / Guest Solution issue. Not everyone at Carnival who doesn't work on a ship is a reservation agent.

[Almost Packed]

I totally get the why the OP is upset. It shouldn't matter if I wanted a cabin booked right next to my sister or not. The point is we pay more money to book an exact cabin!

 

For some people the location does not matter. However, if I booked a specific cabin, darn right I expect THAT EXACT cabin. And if CCL should move me, then i should be refunded what the price was for an assigned cabin, as that is what THEY did...assign me a cabin.

 

I understand OP's aggravation and CCL should make it right...and if that means sending you strawberries, then that should be what is done. It was their fault-their mistake....again I find myself saying shame on Carnival for once again dropping the ball.

 

When one makes a mistake admitting it and correcting it should be priority. Now look, the OP came here, and told many more about the poor customer service.

 

Seriously, cruising is becoming a pain. i love it but dang it, the B.S. that the cruise lines are allowed to get away with make me ill.

 

The OP should not have to be doing the work that CCL SHOULD be doing to correct their mistake. :mad:

[MrPete]

And yet they got your money anyway. :rolleyes:

 

Who learned the lesson?

[che5904]

Sorry this happened to you OP. IMO there really isn't much more Carnival could do but what they did at this point. And lets face it a plate of strawberries isn't really what you want, so the gesture still wouldn't fix your probably and probably more make you feel like you were being patronized.

 

Reality says they can not make a room appear where there isn't one available. But did you try speaking to a supervisor? Perhaps there is some sort of waiting list for a cabin on the deck that you originally booked. That way if someone cancels or the upsell fairy does her magic and one becomes available you will have a shot at it before it becomes open for all. Just a thought.

[Snowmeo]

I was booked for a cruise that was cancelled by Sandy. Carnival offered us 25% off a future cruise, which was nice of them as they were not at fault and it was appreciated.

 

A couple months later when I went to book my next cruise I gave the PVP my old booking number and info and she put me on hold to talk to a supervisor. She came back and asked if I had a letter stating the discount. I did and offered to fax it. She put me on hold again to talk to a supervisor. 20 minutes later she comes back with the new price.. which as soon as it was stated to me I did the math and it was exactly 7% off, not 25%. I pointed this out.. she agreed I was right after several minutes (I am not sure how her and her supervisor couldn't notice the difference of being 18% off to begin with). On hold again. 10 minutes later she comes back and says it isnt their fault, it's the computer's fault and that they are working on it. Another 15 minutes and they finally got the math right.

 

Makes me wonder how many people think they are getting a certain discount and aren't because the "computer" is wrong and not the cruise line. :rolleyes:

[PaulMedik]

We booked a cruise for December on the Magic during the reduced deposit promo for a specific 4J cabin on the ES rate. 3 days after I sent in an FCC I got the email showing it was applied and the $100 in OBC was there. The only problem is the deposit showed $500 due the day I booked and not the $250 it originally had. I sent an email immediately and no reply. So today I called because I couldn't access my booking any longer. That was because they CANCELLED due to the deposit not being paid 4 days prior to them changing it! They looked at it and said "oops that happens a lot on reduced deposits, its a problem on our end."

So they fix that pesky deposit issue but all the 4J on the lido are gone now. We picked that deck and cabin specifically and my sister also booked on the same deck. They got us in on deck 9 in a 4J but tell me there is nothing else they can do.

Hmmm you cancelled me due to your mistake then tell me you can't give me what I originally paid for and I can "keep looking to see if the cabin opens and if the price is still the same (they) might switch it." Really?

Pretty bummed with that experience today. Anyone know of an easy way to check cabin availability on a sailing with doing a mock booking?

They didn't even offer the damn strawberries as consolation for their mistake.

 

 

 

 

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drosphot,

 

I just checked Carnival.com and there are at least ten interior cabins available on Lido and Early Saver is still an option for the December 1 2013 sailing. If I were you, I would cancel the current booking and rebook ES; There are sure to be better prices between now and then that you can price match and receive. I would also call and speak to a Supervisor because there are most definately interior rooms available on Lido.

 

The current ES pricing is $444 per passenger plus $70 for lido. The grand total with taxes and fees is $1175.38.

[drosphot]

The OP should not have to be doing the work that CCL SHOULD be doing to correct their mistake. :mad:

 

Exactly! One supervisor told me there is a waiting list I could get in and the next one said no such thing, I'd have to monitor it myself and if the price is the same they might move us back. Might?!?!? I would think that's a no-brainer no matter the rate given that they screwed it up.

Have they ever sat in the same room and discussed their policies and procedures together or do they make it up as they go?

 

 

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[drosphot]

drosphot,

 

I just checked Carnival.com and there are at least ten interior cabins available on Lido and Early Saver is still an option for the December 1 2013 sailing. If I were you, I would cancel the current booking and rebook ES; There are sure to be better prices between now and then that you can price match and receive. I would also call and speak to a Supervisor because there are most definately interior rooms available on Lido.

 

The current ES pricing is $444 per passenger plus $70 for lido. The grand total with taxes and fees is $1175.38.

 

Thanks but we are already ES and they said I would be penalized to cancel and change. We want one of the 4J which is the interior with a walkway window. I am tempted to just go to a 4H but the DW wants the window. If it was summer we'd book the balcony but we don't spend much time in the winter months on the balcony so we opt to save the $.

 

Thanks for the suggestions!

 

 

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[irishnyc]

They are a bunch of clowns. When I booked I specfically asked for the early saver rate. The girl who was filling in for my rep went ahead and booked us as a residents rate ($5 cheaper) Now the price for my cat. has dropped $45pp and they will not honour my request for OBC to be applied to my account. The last supervisor I spoke to said if I'm not happy I can go ahead and cancel my cruise, but won't get a refund.

 

I told him I won't just throw away my money like that, but may have my auto-grats removed.

 

(Hey, stop the hate mail, I won't do it. Just adding to our discussion of poor customer service starting from day 1 of booking)

 

Why is it CCL's fault when you didn't stop the rep from booking you at the wrong rate (you wanted ES, they booked you at resident)? You should have spoken up then. And why even bring up removing tips?

[MissMeggieMurphy]

just curious and no judgment. when you book don't you print out your booking immediately and have a paper trail to follow. if i booked and my confirmation was different from what i expected to get i would (1) call carnival and if they didn't change things to my satisfaction i would (2) immediately cancel the credit card charge with my bank. if i remember correctly the law is that you have a window of time to change your mind.

 

if the contract is changed by carnival 3 days after booking you would have your original confirmation to scan and email carnival, wouldn't you, with the original deposit amount (which should have been deducted when you booked) and the cabin number. didn't you pay the deposit when you booked?

[Sparky2]

We booked a cruise for December on the Magic during the reduced deposit promo for a specific 4J cabin on the ES rate. 3 days after I sent in an FCC I got the email showing it was applied and the $100 in OBC was there. The only problem is the deposit showed $500 due the day I booked and not the $250 it originally had. I sent an email immediately and no reply. So today I called because I couldn't access my booking any longer. That was because they CANCELLED due to the deposit not being paid 4 days prior to them changing it! They looked at it and said "oops that happens a lot on reduced deposits, its a problem on our end."

So they fix that pesky deposit issue but all the 4J on the lido are gone now. We picked that deck and cabin specifically and my sister also booked on the same deck. They got us in on deck 9 in a 4J but tell me there is nothing else they can do.

Hmmm you cancelled me due to your mistake then tell me you can't give me what I originally paid for and I can "keep looking to see if the cabin opens and if the price is still the same (they) might switch it." Really?

Pretty bummed with that experience today. Anyone know of an easy way to check cabin availability on a sailing with doing a mock booking?

They didn't even offer the damn strawberries as consolation for their mistake.

 

 

 

 

Sent from my iPhone using Tapatalk

 

Do you have a PVP (Personal Vacation Planner) with Carnival or did you book with whomever answered the phone (Customer Specialist)? If you had a PVP, he/she would have gone to bat for you.

[drosphot]

Do you have a PVP (Personal Vacation Planner) with Carnival or did you book with whomever answered the phone (Customer Specialist)? If you had a PVP, he/she would have gone to bat for you.

 

Yes, they assigned me a PVP but I've never spoken to him. I've booked all but two of our cruises online, those were group cruises through a local radio show. Never had a problem before.

 

 

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[Almost Packed]

The OP should not be under attack here.

 

Now I have heard of CCL bumping people out of cabins before. If they are not willing to bump the new people out of OP's original cabin, then CCL should AT LEAST move her and her sister to another comparable location together-with not charge for changing.

 

It amazes me that CCL expects her to pay a change fee, and to look out for changes-when everything was fine and dandy until CCL screwed up.

 

Go put your pom pons up. CCL is wrong on all fronts about this.

 

SHIDDY CUSTOMER SERVICE HERE!

[truecruiser]

...tell me there is nothing else they can do...

 

Tell them "You think there's nothing you can do? Oh well, today is your lucky day because I have a brilliant idea! Howzabout you call the guest you booked in MY cabin and tell him you made a terrible mistake by allowing him to book in a cabin that was for another guest but that you have a WONDERFUL 4J ready and waiting for him on deck 9!"

 

"Oh.., you're afraid you'll have to give him a free upgrade? Okay, well in that case you can save yourself the embarrassment of calling that guest and give ME the upgrade instead."

 

OP -- a couple of years ago you wlda had this without even asking! Go demand it. It's BS.

[S.S.Oceanlover]

just curious and no judgment. when you book don't you print out your booking immediately and have a paper trail to follow. if i booked and my confirmation was different from what i expected to get i would (1) call carnival and if they didn't change things to my satisfaction i would (2) immediately cancel the credit card charge with my bank. if i remember correctly the law is that you have a window of time to change your mind.

 

if the contract is changed by carnival 3 days after booking you would have your original confirmation to scan and email carnival, wouldn't you, with the original deposit amount (which should have been deducted when you booked) and the cabin number. didn't you pay the deposit when you booked?

 

From the OP's original post it sounds like they got the original confirmation and it was correct with the $250 deposit stated on it.

 

It sounds like the trouble started when the FCC was received from the OP.

 

At that point the deposit got upped to $500 and the ball started rolling downhill.

 

Bil

[RWolver672]

Reality says they can not make a room appear where there isn't one available.

 

Yes they can and do. It's called upsale or upgrade.

[beach410]

That does stink, sorry that happened to you!

[nealstuber]

Sorry this happened to you OP. IMO there really isn't much more Carnival could do but what they did at this point.

DISAGREE.

There is pleanty they can do.

 

They can call the person now booked in the cabin and explain that it was only available through a computer glitch.

 

Maybe that person has no emotional connection to that cabin or might accept an upgrade.

 

Carnival could offer to find two cabins close together so op and his companions could get what they wanted when they booked.

[Socref124]

We booked a cruise for December on the Magic during the reduced deposit promo for a specific 4J cabin on the ES rate. 3 days after I sent in an FCC I got the email showing it was applied and the $100 in OBC was there. The only problem is the deposit showed $500 due the day I booked and not the $250 it originally had. I sent an email immediately and no reply. So today I called because I couldn't access my booking any longer. That was because they CANCELLED due to the deposit not being paid 4 days prior to them changing it! They looked at it and said "oops that happens a lot on reduced deposits, its a problem on our end."

So they fix that pesky deposit issue but all the 4J on the lido are gone now. We picked that deck and cabin specifically and my sister also booked on the same deck. They got us in on deck 9 in a 4J but tell me there is nothing else they can do.

Hmmm you cancelled me due to your mistake then tell me you can't give me what I originally paid for and I can "keep looking to see if the cabin opens and if the price is still the same (they) might switch it." Really?

Pretty bummed with that experience today. Anyone know of an easy way to check cabin availability on a sailing with doing a mock booking?

They didn't even offer the damn strawberries as consolation for their mistake.

 

 

 

 

Sent from my iPhone using Tapatalk

 

I had to call a supervisor a couple years ago for a problem we had. Here is the number, perhaps this supervisor can help you get your cabin. 800-819-3902 x 83369.