– Carnival Cruise Fares

I had a booking of 4 cabins for the 24hr sale and the customer was not sure if his wife could get the time off work. I advised him that his deposit is refundable up to final payment date. He agreed and we met last night to finalize everything and he again wanted confirmation that deposit is refundable. I then called Carnival and was advised that deposit was NOT refundable. I called back and spoke to a second person and was told the same thing. Needless to say I lost the sale of 14 passengers because he did not want to risk the loss of his deposit and I looked like not a very good travel advisor. I called this morning to find out why it does not clearly state that deposits are non-refundable and I spoke with someone in Customer Service and she advised me that the deposit was refundable (to my surprise), so can I reinstate the bookings so that he can make his deposit, she said she could not unfortunately. I then called trade engagement, I gave her the specifics of what happened and she then came back to me and let me know that the deposit was refundable so I then asked her if the cabins can be reinstated so that he can make the deposit? She then told me “well the bookings were cancelled on option so I cannot”. I did not understand what that meant. She explained “if you had cancelled the bookings then I could reinstate but since it was cancelled for no payment it cannot. I said ok so what about the reps giving me wrong information, I don’t understand how I am to be confident in calling the agents to get information if false information is given. She said well since i don’t have a name I can’t address it with them we will just have to do a general reference. I then said I don’t understand how that is ok to do and then I am reprimanded because i did not cancel the booking myself and that was because i was not sure if they would extend the sale. We don’t extend 24hr sales was her response. I say all that to say, I have lost so much confidence in Carnival because you are my go to cruise line personally and for selling. The way I was treated by the Supervisor is ridiculous and for the Reservation department to not have accurate information is beyond words.

First, thank you for bringing your concern to our attention. I would like to apologize for the confusion around your bookings and the different answers you received from our staff.

In order for me to provide you a definitive answer I would need to see the bookings in question. I would be happy to review this with you so we can determine the best course of action for you and our guests.

Please call me at 1-800-438-6744 ext. 24211 at your earliest convenience. My hours of operation are – Monday – Friday, 10:00am – 6:30pm est.

Regards,

Shela
Guest Services Manager

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Carnival Cruise Fares

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