(no title)

Why can you not let TAs know of changes when you are implementing them. My clients returned from the Splendor and informed me that they were told after they purchased wine that it was no longer being delivered to the cabin. You could only pick it up on the day of disembarkation no longer allowing it to be packed in your luggage. I do calls with my clients prior to sailing so I can inform them of any changes. Like not bringing any bottles. Lastly, how do you run out of ketchup of all things. I am doing my best to sell Carnival but I need for you to up your game. I cannot keep telling clients that Carnival is going to help them have a great trip when I am finding out all of the changes and problems from clients when they return home.

A notice was sent out to all travel agents with guests on the books back in June. We also subsequently continued to send the notice to any new business through mid-July as well as listing it on the GoCCL and carnival.com. We’re sorry if you did not receive our communications which included this information.

-Clarissa

-9

September 1st, 2015|Other|

Again Carnival makes the agent like like an idiot in front of a customer. Customer purchased some Carnival cash to use on his cruise but had $85.00 left and was told by Carnival it was forfeited. I called and was told the same thing but when the customer called he was told that it could be applied to another cruise (I was not told this). Now customer has no faith in our agency and says he will probable book direct. As much as you may want to change you still are the same.

Thank you for taking the time to share with us your experience regarding inconsistent information that was relayed to you and our guests. Please be aware that Cruise Cash, Cruise Cash Bar and Photo are sold as a non-refundable/non-transferrable product via. Carnival Fun Shops. It is sold as a use it or lose it product, therefore, guests will forfeit any unused portion. It is unclear the circumstances under which the guests was advised that the unused portion can be applied towards a future cruise, as this is certainly not our normal procedure. Please contact me via email with the guest booking number so that I can research this for you further. Please send to mwhite@carnival.com. Thank you again for the opportunity to review.

-Mitzi

-4

September 1st, 2015|Contact Center|

Over the last couple of years.. I have watched Carnival shout out about supporting agents and agencies.. they implemented a great agent reward program.. opened up conversations.. ran some great group promotions and our BDM has been great. Now.. 2 years later. 1. You cut the cruise rookies rewards saving you Carnival $$ I cannot even comprehend and increased YOUR bottom line. 2. Your lowered travel agencies commissions. And unless your a mega agency like Expedia.. most of us smaller agencies will probably never hit those magic numbers of 15%. Again, cutting into my pocket, saving Carnival $$. 3. Your got rid of accelerated TC’s for groups. We cannot even buy them with points. Again, we loose $$. Carnival makes $$. 4. You gave out lots of free cruises – yet I saw agents seriously up in arms as many agents who won those cabins.. are agents in name only with very little overall production. My suggestion Carnival. Is start taking a good hard look at your brick and mortar smaller agencies. Agencies who don’t have deep pockets, but seriously focus their attention on you. By not rewarding and acknowledging these smaller agencies – it is an epic fail. And you will loose us.

First of all, we want to thank you for your valuable and honest feedback and thank you for giving us the opportunity to address your concerns.

As far as the Rewards Program, there was an issue with the program and we tried hard to fix it. We are sorry that we were unable to resolve it and maintain Cruise Rookies in the Travel Agents Rewards Program. Your BDM has already been in contact with you and will continue to connect with you about this and your other concerns.

We appreciate your feedback and concern about commission. We are working hard to increase ticket prices so that all of our travel professionals can continue to make more within the current commission structure. We also continuously evaluate new ways to help you earn more through bonus commissions, new rewards point earners and other ideas that we continue to work on.

Although accelerated TC`s cannot be purchased with Fun Points, overall, our group program is richer in that our Travel Professionals can now add most restrict to berth fares to their group and earn TCs. We also on occasions will offer PGR group promotions where you can earn 1 for 10 or 1 for 8 depending on the ship/sail date and market. Additionally, we may offer promotions with generous deposit schedules as well as reduced deposit to assist our travel partners secure and maintain group space. These are wonderful and positive additions to our group program

The free cabin giveaway was a contest we ran that with every valid booking, you were automatically entered in to win a free cruise. We believe the fairest way to choose our winners was to do a random selection.

Carnival Cruise Line

-7

September 1st, 2015|Other|

Would be nice if when using the Early Saver rate code, if it would be in bold, red letters several times during the booking process, that the deposit is non-refundable. Additionally, any other restrictions should be listed similarly on any other rate code. Leaves no room for error on anybody’s part.

Thank you for your feedback. I agree we can do a better job at displaying rate code descriptions. I will work with the team on finding a better solution.

-Noel

+23

-11

August 20th, 2015|GoCCL.com|

When doing a name change to replace a passenger in a cabin, I can do it online but only if the previous passenger is not a VIFP (past guest). I have not found a way to remove the VIFP number. Can it be done?

Thank you for your question. I ran a test replacing a passenger by removing the VIFP number from the current guest, typed over the first & last name and adjusted the date of birth. GoCCL allowed me to save the changes. If you are encountering issues with this please feel free to email me the booking number to Nhernandez2@carnival.com so I have test it further.

-Noel

+11

-11

August 20th, 2015|GoCCL.com|

When doing a name change to replace a passenger in a cabin, I can do it online but only if the previous passenger is not a VIFP (past guest). I have not found a way to remove the VIFP number. Can it be done?

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