We booked a cruise on Carnival with a local TA and bought insurance with Carnival. Unfortunately, the flight was missed. When I contacted Carnival's customer hotline they told me there was nothing they could do since I booked with a TA. The airline tried to find alternate flights but all flights were booked due to a heavy storm. Yes, we planned to go the day of the cruise. No need to lecture, ;-)
I immediately contacted the TA on Monday. She was quite upset that Carnival's hotline would not assist me. When she contacted Carnival, the agent stated we should receive a full refund and provided her with claim information. The insurance agency refunded the cost of airfare but would not refund the actual cruise amount. The next step was for the TA to submit a claims form to Carnival. Carnival finally responded after 2 months that they would place us on stand by, on a space available basis. The biggest drawback for us is we lost 1 week of holiday when the original cruise was missed, 1 week when Carnival could not provide us with an immediate cruise and now more time if Carnival cannot book us soon. Lost holiday time is because we are forced to take them by certain times or forfeit it and the last opportunity is before month end. Because we reserved these weeks in case Carnival was available, we could not plan other travel options. It is now 3 months and we are still awaiting a booking.
I understand Carnival is a business and is 'trying' to help us. However, we do not understand why they would not help us when we first needed it. In addition, we cannot leave work on a spur of the moment and hope for a comparable room to what we would have had. It doesn't appear Carnival will assist us with either request.
Your TA is the one that you should turn to should something happen just prior to your cruise. That is what they get paid for. Carnival or any other line will help you in any way they can but as they are not your agent, there is little they can do other than offer you advice. As for refunding your cruise money, insurance is the people that take care of that and not the cruiseline. Sounds like CCL is just offering to allow you to take another cruise to substitute for your missed one which is something they do not have to do at all as your cabin was available for your use during your missed cruise. Your TA is the one that needs to get on the stick and handle this insurance claim for you to insure you receive a refund if one is due under the conditions of your contract. If a refund is not due, be very thankful CCL is giving you a cruise for nothing for good public relations. Sorry if that isn't what you wanted to hear, but it is the God's honest truth of the matter.
First thing you need to know is that you did not buy insurance with Carnival. They just acted as the booking agent, your insurance is with a travel insurance company and its up to them and the type of coverage you purchased as to the type of refund you are entitled to. Carnival doesn't have to offer you anything, legally, its just good business to offer you another cruise. Keep after your TA to get some results.