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Old September 2nd, 2008, 06:11 PM
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Default don't ever deal with Carnival cruiselines again!!!!!

We're booked for the Miracle Sept 14th. It's our 25th wedding anniversary and we were planning on renewing our wedding vows on board. We paid for 3 cabins. 3 days ago one of the members of our traveling party developed a blood clot and can't go. Since her husband was my husband's best man, we were losing someone to stand up with my husband for the ceremony. We decided to see about putting our neice and her husband in this cabin so he could stand up with my husband. Carnival told my agent "you can only change one name in the cabin, otherwise you forfeit the room and have to collect on your travel insurance" We are fit to be tied to say the least. I have tried to speak with Gerry Cahill, the ceo of Carnival and have been given nothing but the runaround. No one will put me in contact with him. I have explained to 3 supervisors that this is a special occasion and this is why I want to fill the cabin with another relative. If this were just friends traveling together, we would not worry about it. I also said to the supervisor "you want us out of the cabin so you can then resell it at a higher price since we booked with a group at a discount rate and got a free upgrade." They did not deny this. I am putting a sign out in front of my deli that is on a state highway tomorrow that will say "don't book carnival cruiselines" and I'm sending a registered letter to Gerry Cahill in addition to calling the Florida State Attorney generals office. I have paid carnival cruiselines already $385 for our ceremony and another $199 for video services for the ceremony. We are so angry right now that we want to cancel this and get our money back and we'll dress up on one of the islands we go to and have a private ceremony to ourselves. We also planned on booking dinner at the reservations only supper club that charges $30 a head extra. That's not happening either. I have already told every supervisor I have spoken to that this is our LAST carnival cruise. Every customer I've spoken to said that they have known folks with the same predicament of someone being ill right before a cruise and have not had a problem putting other people in the cabins.

Way to go Carnival for ruining our fun time. They will not see us in the casino where we usually spend good money nor will they see us having cocktails, which we usually have a lot of while on vacation.

If there's anyone out there with clout with carnival can you help?
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Old September 2nd, 2008, 06:21 PM
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Anytime you change all the names in a cabin it is considered cancelling because none of the original people are going. Did they have Carnival Insurance?
I wouldnt even go because now everything is going to make you mad even if something doesnt go wrong on your cruise.
If they had insurance why not just cancel it and then rebook with the new names?
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Old September 2nd, 2008, 06:48 PM
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Congrats on your 25th!

Sorry this has put such a damper on your cruise plans. What they told you is correct and although I truely understand your point of view, particularly with this being such a special occassion, I doubt pushing the issue with Carnival is going to end up with an exception to that rule. I don't know the situation with the "other customers" who told you they have done this in the past but I highly doubt it. This has been the policy for as long as I can remember.

Whatever the outcome, I wish you the best and hope that you are able to still enjoy the cruise and your anniversary/vow renewal on the island if not onboard.
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Old September 2nd, 2008, 07:08 PM
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They didn't do anything to screw you. The rule of one name remaining has always been the case. With other lines as well. Your thought they want the cabin to sell at a higher price is a figment of your angry mind.
Cancel all, you are of no attitude to go on any cruise now.
Put your sign out in front of your business. If Carnival was a really nasty company, they'd soon own your business. But they will ignore your threat, or action.

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Old September 2nd, 2008, 07:30 PM
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First let me say, that I'm sorry about your relatives health, and the situation, you have found your self in.

Sadly, the conditons, are what they are, and have been in place for a reason, while we may not agree with, it makes business sense.

I wish they sometimes could go on a case by case situation. but, it's better to realize, this probably won't happen.

If you go on the cruise, with the attitude you stated, you will be cutting your nose off to spite your face, as my Mom would have said.... sailing as angry as you are, right or wrong, will make for a miserable cruise for all of you. The story will be retold by you, many times onboard, I am sure, and that will fuel your anger even more.

Might I suggest you make alternate plans, get your refund, and cruise when you all are in a better frame of mind. I hope all goes well for all of you.
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Old September 2nd, 2008, 08:21 PM
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I don't know if this will help or not. I had to do something like that with a room in a group that I had booked. What I did was to change one of the names one day then a couple of days later I changed the other name. Is that the right way to do it? I don't thing so but hey it worked.
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Old September 2nd, 2008, 08:30 PM
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Everyone is right--there is a rule in place and one change per cabin only.

You also have an additional problem if you try to cancel ALL bookings. Your reason for cancelling would not be valid for the two cabins, but the third cabin would be. If you cancel ALL cabins you will lose most of your money and the insurance will NOT reimburse you because the medical problem was not you, your spouse, or child. The fine print of the insurance will tell you all.

Don't blame Carnival on the problem and a letter to the CEO will not make a difference to Policies that have been in place for years. The policy is drafted by the legal department and you could fight with them, until one of you is ready to retire, the policy will still be the same.

Imagine if the policy were changed and you could cancel both names, everyone would do it and they would have a administrative nightmare on their hands trying to keep up with the changes!!!
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Old September 2nd, 2008, 10:33 PM
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Sounds to me you expect them to break the rules in place because you are more special than anyone else having to cancel at the last minute. If you failed to get insurance to ensure nothing could go wrong on your special day, how is this Carnival's fault??

No one plans on cancelling their cruises at the last minute and losing their money. If they could plan ahead of time for a last minute emergency, there would be no need to purchase insurance .... for anyone.
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Old September 2nd, 2008, 11:23 PM
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Quote:
I have tried to speak with Gerry Cahill, the ceo of Carnival and have been given nothing but the runaround
Did you honestly expect to get the CEO of a major corporation on the phone - especially if you sounded particularly p'ed off? Perhaps a well written, professional letter will draw his attention to your cause and he will intercede on your behalf.

I think the rule is probably put in place to prevent speculating on sales. Also, any more Homeland Security must approve the passenger list, so making changes is even more difficult.
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Old September 3rd, 2008, 12:30 AM
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Quote:
Originally Posted by airforce95
I don't know if this will help or not. I had to do something like that with a room in a group that I had booked. What I did was to change one of the names one day then a couple of days later I changed the other name. Is that the right way to do it? I don't thing so but hey it worked.
Airforce that is clever, it's always better to out think the system then to try and change the system. I'm not sure it will work now. But had it's worth a shoot. To the OP I understand your anger. However, if you do decide to take the cruise let the booking issues go. None of the ship's crew has any control over the booking process so dwelling on it during the cruise ruins your good time and punishes the wrong people (the crew staff). That is just my suggestion.
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Old September 3rd, 2008, 06:59 AM
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Carnival is willing to give me the cabin again to the tune of $600 more. And where does it make a hoot of sense that you can change one name in a cabin? Do they not believe spouses are traveling together? I'm overnighting a letter to the CEO today but I do not expect a resolve to our favor.

By the way, Carnival really needs to learn about dealing with issues with their lines. Back in 2004 the legend was delayed by a medical emergency and came in a day late. We were told they would start boarding passengers at 8 p.m. They didn't start boarding until midnight. They put everyone in an 85 degree pier terminal and didn't so much as offer guests a small bottle of water. I had a husband with a broken foot that I could not get any extra assistance for. The sad part is they put their ship employees at the mercy of very angry passengers. We were just happy to get on board after standing in a hot terminal for 4 hours. I've read other posts with the same exact problem. They had people fuming because they gave everyone a $10 credit on the sail and sign for missing lunch that day. People didn't get lunch that day nor dinner and they still charged everyone the gratuity charge for the day which they were all screaming about.

We're still going and enjoying ourselves. We were just trying to do a good deed and bring on a young couple who have young kids and are trying to keep their heads afloat in a tough economy. They would not otherwise be able to afford to ever take a cruise. And his mom was gracious enough to say she would take the kids for a week.
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Old September 3rd, 2008, 08:21 AM
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So......
Did you purchase the insurance?
If yes, I would hope canceling for medical reasons would be covered, but I'm not sure.
If not,

I would try Airforce's method, sounds like a genius plan if it works.
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Old September 3rd, 2008, 08:23 AM
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Spacewoman, what's going to happen if TS Hanna, Ike or Josephine change your ships itinerary? Let me guess your going to call or send a letter to Carnival or better yet Mother Nature. You booked your cruise with Carnival so you have to play by Carnival's rules. Sounds like you have been mad since 2004...please take your ball and go play somewhere else.!
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Old September 3rd, 2008, 08:51 AM
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I feel like Carnival has just given up, they really don't go out of there way to help customers who feel wronged. They screwed me too and don't really care that I will never cruise with them again. Plus, they don't even seem to mind that RCL is positioning itself to be more fun and innovative than Carnival.

It kinda reminds me of how the once dominant KMART fell so easily to Wal Mart.
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Old September 3rd, 2008, 09:18 AM
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Give us more rooms then!
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Old September 3rd, 2008, 09:49 AM
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Gee and eggplant USED to be my favorite vegetable. I must say who are you to judge anyone on this message board? or how they feel? Did I say we were pissed all during the legend cruise? I simply stated that they need to come up with something better when their ships are delayed and they need to keep embarking passengers separated from debarking passengers. They also did not compensate passengers for losing the equivalent of one day on their cruise. Our ONLY gripe was standing in that hot room for 4 hours unable to get someone to assist my diabetic husband who was standing on a broken foot because there was no place to sit down! I did not take this issue up with any carnival personnel because they have absolutely no control over anyones complaints. I wrote a letter to carnival AFTER the cruise and said they need to come up with something better. We had a great time on the cruise. They spent only a few hours in puerto rico because of the delay but they gave us extra time in St. Thomas to compensate.

As far as this mess, one of their own employees told me NO PROBLEM to change the two people in our adjoining room. It was then ANOTHER department that said no. And to make matters worse it was nothing but telephone tag because they would only talk to my travel agent which makes me wonder why use an agent. And - Carnival doesn't do something for nothing. They charge $50 to change a name in a cabin.

I would suppose if Eggplant were out some decent monies there might be a change of heart.

Carnival is willing to put our other guests in the cabin. They want us to cancel the one couple, charge us twice as much for the cabin, have the money now and make us wait for the travel insurance to pay us back. If they had just simply said we'll charge you a couple of hundred for our administrative time, we would have understood and went ahead with it.

I agree with my prior poster look what kmart did to themselves, is Carnival around the corner?
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Old September 3rd, 2008, 10:04 AM
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Quote:
Originally Posted by bobbo777
I feel like Carnival has just given up, they really don't go out of there way to help customers who feel wronged. They screwed me too and don't really care that I will never cruise with them again. Plus, they don't even seem to mind that RCL is positioning itself to be more fun and innovative than Carnival.

It kinda reminds me of how the once dominant KMART fell so easily to Wal Mart.
Wow, you are confused. Carnival has smaller ships that are cheaper to operate and maintain. Plus in a down ecomony they are more likely to fill a smaller ship.

In the West Coast area they go to more ports and have longer cruises than Royal Carribean. Mariner of the Seas is the first "big" RCCL ship to come down here and it's maiden Voyage was in Nov 16, 2003. The Carnival Splendor will debut in 2008 and start cruising out of LA in 2009, people would prefer to cruise a newer ship. RCCL is missing a lot of revenue by not paying attention to the West Coast Market.

The Flordia area is an oversaturated market yet RCCL still brings ship over there. So the Kmart and Wal Mart comparsion doesn't hold any water.
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Old September 3rd, 2008, 10:18 AM
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Quote:
Originally Posted by spacewoman
Gee and eggplant USED to be my favorite vegetable. I must say who are you to judge anyone on this message board? or how they feel? Did I say we were pissed all during the legend cruise? I simply stated that they need to come up with something better when their ships are delayed and they need to keep embarking passengers separated from debarking passengers. They also did not compensate passengers for losing the equivalent of one day on their cruise. Our ONLY gripe was standing in that hot room for 4 hours unable to get someone to assist my diabetic husband who was standing on a broken foot because there was no place to sit down! I did not take this issue up with any carnival personnel because they have absolutely no control over anyones complaints. I wrote a letter to carnival AFTER the cruise and said they need to come up with something better. We had a great time on the cruise. They spent only a few hours in puerto rico because of the delay but they gave us extra time in St. Thomas to compensate.

As far as this mess, one of their own employees told me NO PROBLEM to change the two people in our adjoining room. It was then ANOTHER department that said no. And to make matters worse it was nothing but telephone tag because they would only talk to my travel agent which makes me wonder why use an agent. And - Carnival doesn't do something for nothing. They charge $50 to change a name in a cabin.

I would suppose if Eggplant were out some decent monies there might be a change of heart.

Carnival is willing to put our other guests in the cabin. They want us to cancel the one couple, charge us twice as much for the cabin, have the money now and make us wait for the travel insurance to pay us back. If they had just simply said we'll charge you a couple of hundred for our administrative time, we would have understood and went ahead with it.

I agree with my prior poster look what kmart did to themselves, is Carnival around the corner?
No they aren't sorry if you are unhappy with Carnival but Carnvial VS RCCL is not the same as Kmart VS Walmart. My research into Carnival VS RCCL tells me Carnival has a better marketing plan. They both have an Earning Per Share of $2.91 and low P/Es. RCCL's big ships make me nervous I beleive they are overextending themselves. Sorry you guys didn't care about all this did you. Sorry bobbo777 put a fianaical slant on it and I went crazy.

I hope everything works out with your cruise. I hope you will try Airforce's plan with his way you only pay $100 to change the names. Right now you are trying to change the policy of a huge Corporation so you get your way, it will not work. Out think the system and find the loop holes don't try to change the system because, you are just banging your head against a wall with trying to change the policy.
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Old September 3rd, 2008, 11:05 AM
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You'll never get in touch with the CEO of any major company. They don't deal with the public for stuff like this. That's what Customer Service and Managers get paid to do.

CEO's are all behind the scenes. They are not the front lines and usually never will be.
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Old September 3rd, 2008, 11:30 AM
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Default Re: don't ever deal with Carnival cruiselines again!!!!!

Quote:
Originally Posted by spacewoman
We're booked for the Miracle Sept 14th. It's our 25th wedding anniversary and we were planning on renewing our wedding vows on board. We paid for 3 cabins. 3 days ago one of the members of our traveling party developed a blood clot and can't go. Since her husband was my husband's best man, we were losing someone to stand up with my husband for the ceremony. We decided to see about putting our neice and her husband in this cabin so he could stand up with my husband. Carnival told my agent "you can only change one name in the cabin, otherwise you forfeit the room and have to collect on your travel insurance" We are fit to be tied to say the least. I have tried to speak with Gerry Cahill, the ceo of Carnival and have been given nothing but the runaround. No one will put me in contact with him. I have explained to 3 supervisors that this is a special occasion and this is why I want to fill the cabin with another relative. If this were just friends traveling together, we would not worry about it. I also said to the supervisor "you want us out of the cabin so you can then resell it at a higher price since we booked with a group at a discount rate and got a free upgrade." They did not deny this. I am putting a sign out in front of my deli that is on a state highway tomorrow that will say "don't book carnival cruiselines" and I'm sending a registered letter to Gerry Cahill in addition to calling the Florida State Attorney generals office. I have paid carnival cruiselines already $385 for our ceremony and another $199 for video services for the ceremony. We are so angry right now that we want to cancel this and get our money back and we'll dress up on one of the islands we go to and have a private ceremony to ourselves. We also planned on booking dinner at the reservations only supper club that charges $30 a head extra. That's not happening either. I have already told every supervisor I have spoken to that this is our LAST carnival cruise. Every customer I've spoken to said that they have known folks with the same predicament of someone being ill right before a cruise and have not had a problem putting other people in the cabins.

Way to go Carnival for ruining our fun time. They will not see us in the casino where we usually spend good money nor will they see us having cocktails, which we usually have a lot of while on vacation.

If there's anyone out there with clout with carnival can you help?
You're probably tired of advice/opinions at this point. Some of the arm chair experts on here aren't real sympathetic toward a bad situation and will lecture you non-stop about insurance, what you "should" have known and blah blah blah. Except, of course, if THEY feel wronged in any way regarding a cruise then it's stop the world! lol.

Remember to move up the food chain slowly as far as supervisors. As far as an opportunity to speak to the CEO I'm sure you know deep down inside that's probably not going to happen. However, a registered letter to say, the vice-president of customer service (or whatever Carnival calls it), may not hurt if you are just getting no where over the phone. Remember, as hard as it is, don't yell or lecture the folks on the phone or tell them about your sign or how you won't gamble in the casino...In short, they don't care about that. Personally, I wouldn't try to get cute with the changing one name in the cabin or whatever especially if you have already talked to some of the same people over and over. When you talk to someone, accept a little blame for not knowing all their fine print rules and don't be afraid to tell them honestly how bad the situation is making your feel. At that point, simply ASK if there is anything you can do to resolve the situation or any compromise they can possibly make. Unbelievable things can sometimes accomplished by simply ASKING...Not lecturing or threatening them in some way that won't be significant to them. It can also be as simple as luck of the draw who you get on the phone that may measure your success. Bug them as often as you can but in a polite, civil way. I would HEAVILY emphasize the relative's health issue and the other emotional issue regarding the wedding. Don't let the folks on here who cruise 14 times a year and think they know it all discourage you. If you have time, keep chipping away at it and let us know how it goes.
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Old September 3rd, 2008, 11:34 AM
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No she won't get in touch with the CEO - they have people to screen them from us mere customers. However, those people will see spacewoman's letter and address it - it may end up with the customer service manager, but they will give more attention to an issue that comes down from the top than up from the bottom.

Here's hoping it goes well for you. Attitude is everything.
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Old September 3rd, 2008, 12:07 PM
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quote]
RCCL's big ships make me nervous I beleive they are overextending themselves.

I agree they are overextending. Possibly big time.
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Old September 3rd, 2008, 08:22 PM
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I overnighted a letter to Gerry Cahill, CEO of Carnival today. Explained everything offered to pay administrative fees for room, etc. Have checked web for available rooms and travelocity and orbitz want $1300 a piece for a cabin we paid $899 a piece for. Total of $2800 for two people. So we'll see what happens. I was not nasty in any way in the letter, simply told what had happened and asked for help.
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Old September 3rd, 2008, 08:47 PM
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Quote:
Originally Posted by bobbo777
I feel like Carnival has just given up, they really don't go out of there way to help customers who feel wronged. .
Well recently due to the recent weather (out of their control BTW) they have offered:
"receive a 25% refund of the cruise fare paid. In addition, guests will receive a 25% discount of a future Carnival Cruise .
receive a 50% refund of the cruise fare paid. In addition, guests will receive a 50% discount of a future three- to five-day Carnival Cruise "

Quote:
Originally Posted by wakedreams
So......
Did you purchase the insurance?
Quote:
Originally Posted by spacewoman
Carnival is willing to put our other guests in the cabin. They want us to cancel the one couple, charge us twice as much for the cabin, have the money now and make us wait for the travel insurance to pay us back.
So the answer is yes there is insurance involved.


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Old September 3rd, 2008, 09:00 PM
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Default This is the solution...

I work as an Executive Escalations Analyst for a telephone company, and can tell you that I handle complaints from The Better Business Bureau, FCC, various state Public Utilities, and Attorney Generals all day, everyday. The best way to handle this issue is to find out where to get a call or letter to their Executive Escalations (or whatever they may call it). All of us who work in these departments would prefer to have these issues resolved BEFORE they become formal complaints. We all have more authority than Supervisors or Managers, and in most cases, we can bypass practically any policy in order to resolve an issue. How much we will bypass depends on the attitude you bring to us, but trust me, this is the BEST way to get this resolved.
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Old September 3rd, 2008, 09:43 PM
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Like everyone before, you did not plan this to happen and it's unfortunate but rules are rules. Whether you have Carnival's insurance or someone else's it's a necessary evil that's worth every penny. Losing a favorite couple such as this definitely puts a damper on things. I'm sure your BM did not plan his clot and feels terrible. Remember his healthy when you're venting, he may feel worse than he already does. His wife too. What would you do if you were the other couple? Think how they feel.

The alternative, without filling the cabin, would have been to enjoy the cruise by yourselves like a second honeymoon. Ask to be seated with other honeymooners and make the most of an unfortunate event. When you returned home, you and the other couple could have celebrated with our extended family and your BM would have been so pleased to have been able to join you for the renewing of your vows and the celebration.

It is what it is. Hopefully you do have insurance. Cancel the trip, wait a couple of years and then laugh about this with your bm and his wife.

Not that this isn't a tragedy so to speak, but think about the other cruisers the past couple of weeks that may be coming home to flooded homes or no home or that have had their itineraries altered. Think about how all of us look soooo forward to our cruises and people such as myself have been on cruises where they've missed a port due to mother nature or a mechanical dilemma and you make a good time out of a bad situation.

Don't give up on cruising, just take a step back. Someone else's situation is always worse than yours. What if someone tragic happened to your BM if he had decided to come on the cruise... you would never forgive yourself.
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Old September 3rd, 2008, 09:45 PM
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I hope all works out for you, even though it sounds really rough right now. I hope your letter gets you some resolve.
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Old September 3rd, 2008, 11:26 PM
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Quote:
Originally Posted by katlady
Quote:
Originally Posted by bobbo777
I feel like Carnival has just given up, they really don't go out of there way to help customers who feel wronged. They screwed me too and don't really care that I will never cruise with them again. Plus, they don't even seem to mind that RCL is positioning itself to be more fun and innovative than Carnival.

It kinda reminds me of how the once dominant KMART fell so easily to Wal Mart.
people would prefer to cruise a newer ship.
...Exactly.
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Old September 3rd, 2008, 11:41 PM
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Default Carnival is proficient

I hope everything works out for SPACEWOMAN. Hope her group has a wonderful vacation !
That said .....I feel that Carnival has some screwy rules for good reason. Think about it...on most cruises 3000 PAX debark then another 3000 embark all in one day. On my 8 cruises I was most impressed with how proficiently these cruise ships are operated. They seem to know what they are doing. Back home the roads are a muddle, the government is a muddle, even processing through an airport....a muddle. Carnival on the other hand can process 6000 pax in one day with comparably less muddle.
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Old September 4th, 2008, 02:55 AM
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Default Re: Carnival is proficient

I don't have any advice for the OP, but I find it interesting that a number of posters have responded "rules are rules". Anybody who runs a business or deals with businesses knows that all rules are bendable. Checkout time may be 11:00 -- a rule -- but you can certainly ask for later. Would doing that make you think you are "special"? The rule is "no saving deck chairs". Will you be thrown off the ship if you do? Sure you will. (eyeroll) If a steward sees a smuggled bottle of liquor on your table, will you be escorted off? It *is* aganst the rules.

So what is wrong with the OP merely asking the company for an exception? "Rules are rules" sounds trite given the known cruise companies attitude about rules.

Cheers, Aidan
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