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Old February 13th, 2010, 10:10 PM
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Default Really did miss the ship and I need advice

Sorry, I messed up the other one....I'm still upset! My grandson and I had booked the Triumph on Dec 26, 2009. the ports were Pregreso and Cozumel. We flew from Detroit to Atlanta. Atlanta to New Orleans the plane had problems and we wound up missing the ship. I'm trying to tell this without getting too long, so I hope it makes sense. I was in contact with Carnival's 24 hour emergency travel hotline at all times. I was told the ship had delayed it's sailing time and we would be able to make it. Turns out when we got to NO, I contacted Carnival and was told the ship had left. We flew back home and I emailed our original Carnival rep. She emailed me back saying the ship didn't sail until 6:23pm. We would have made it if Carnival didn't tell me it already left. I wrote to Carnival and sent a copy of my cell phone records showing I called Carnival 7 times and I requested that they pay the balance of our April cruise, along with a refund of the bus transfers and a room upgrade. To date, I have rec'd a credit on my cc for $56.66, but I don't know what its for. I have not rec'd a letter, call, or email from Carnival. should I send them another letter? Believe me, I have learned the hard way to leave the day before!
Hope this is not too rambling - I could really use some advice on what to do! thanks!!
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Old February 13th, 2010, 10:47 PM
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WOW, sorry to hear your story. I would bee very upset. To me itís just another case of when you call for accurate information people just tell you what ever. Had the carnival rep you spoke with actuality took the time to look or to take that extra step and indeed find out the ship had sailed maybe the outcome would have been much different. Iím guessing her/his computer screen had the correct information. itís not Carnivals fault you werenít on time due to air travel but the rep knowing the situation should have been able to give you the correct information. Welcome to corporate America. I would call and write again.
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Old February 14th, 2010, 10:22 AM
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If you don't hear or get anywhere with Carnival, hopefully you bought travel insurance that will cover this, get in contact with them and find out what documents you need to get a refund on the cruise...Best of luck.
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Old February 14th, 2010, 10:57 AM
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That's a terrible story. I feel so bad for you.

I've said for awhile that the worst place to get accurate information is by asking the cruise lines. Sadly there's lots of misinformation passed on my staff answering their phones. I wouldn't expect it in this case, but obviously.....

Here's a link to a Blog written by John Heald, Carnival's Brand Ambassador.
John Heald's Blog

I suggest posting your story there. Mark it JOHN PLEASE REPLY

He may be able to pass it on to the appropriate person at Carnival's CARE team to try and get your issue resolved.
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Old February 15th, 2010, 03:36 AM
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Lightbulb continue to pursue the issue

I can empathize !! since I had a near-miss back in September.
Atlanta....what a coincidence . The staff there don't care about our cruises , that's for sure. Triumph=another coincidence.
Flight delays almost made me miss the ship, the bus abandoned me and I took a taxi. I was the last person to board the Triumph in New York 12 Sept.09. They had even closed down the embarkation line so I boarded through the informal means. All this gave me a migraine the next day and I was barely able to visit Boston.
People might say..."take their air"...I did!
People say "use a travel agent"...I did!
What the travel agency said was "write letters ! write letters!"
SO I wrote Carnival and I wrote Delta. Carnival blamed it all on Delta, and Delta apologized and promised me a travel credit that has yet to materialize.
Carnival's system failed me in the failure to communicate department since I called their 1-800 number and apprised them of my situation. Their airport transportation system was not notified to wait for late arrivals. The ship called my parents telling them that I was missing which scared them. Carnival didn't tell the ship that I was delayed in Atlanta. My Mom called the ship and paid $18 a minute just to find out I had boarded after all.
What a muddle !!!
My advice to the OP would be continue to nag...nag, nag, nag.
Carnival needs to be reminded of their communications glitches, maybe then and only then will they address such concerns.
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Old February 15th, 2010, 09:40 AM
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Wow - what a bummer. It sounds like you tried to do everything right right. Good luck in seeking restitution.

The only thing I might add would be to try to get the number of the actual embarkation port and to be in contact with them. I'm not sure if I've seen this info in cruise docs or on CCLs website.
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Old February 15th, 2010, 11:30 AM
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This will be covered by your Travel Insurance.....

just submit your claim and personally (if possible) I always fly in the day before....
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Old February 15th, 2010, 11:37 AM
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Quote:
Originally Posted by lhp View Post
This will be covered by your Travel Insurance.....

just submit your claim and personally (if possible) I always fly in the day before....
I certainly agree flying in a day eary avoids these types of situations. I'm not so sure travel insurance would cover this, as the circumstances are a bit unusual. And I honestly don't think this is a case where travel insurance should foot the bill even if they would pay.

The original poster did everything right, keeping in constant communication with Carnival. It was Carnival supplying misinformation that led to the final result, and in this case it's them that should be making good for it.

I'm dead set against people assuming the deep pockets of the Cruise Lines should cover all eventualities, but in this case it at least seems it was their screw up, and it's up to them to supply a remedy.
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Old February 15th, 2010, 02:37 PM
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Default thanks for everyone's advice....

thanks to everyone for their advice! I will send another letter. Special thanks to Kuki - I'm going to try the blogging also.

I looked online at Carnivals travel insurance and from what I read, I don't think this would have been covered. I really thought I was just SOL but when my Carnival agent told me the ship left later I was really PO'd to say the least. I have learned to question everything and leave the day before.

thanks!!!!!
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Old February 15th, 2010, 03:43 PM
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The one thing that I am curious about is- if the ship was originally scheduled to sail at 5pm? then they will stop letting people board at least an hour,maybe hour and a half before that time. You don't say what time you arrived in NO but if it was after the deadline that might be the reason the Carnival employee told you it had sailed , when what really happened was boarding had closed and then for some reason that is not clear to me they didn't actually depart until 6.23pm. Just thinking...
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Old February 15th, 2010, 04:48 PM
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Cal's Granny....

Did you go through a travel agent to book your air and cruise? Or did you go through Carnival, or did you do it yourself?

If you did it through Carnival or a Travel agent I suggest you look to see what kinds of guarantee policies they have.

For example, another cruise line guarantees that if you miss the ship they will do their best to get you to the ship on another flight. You should see if Carnival (or whomever you booked through) has a similar guarantee.

Also - it is really bad that a Carnival staff person gave you the wrong information, but as Kuki said, that is what happens when dealing with a person who is basically just a help-desk operator - they are paid for spending less time with each customer (its called "efficiency").

Personally, I would not have even bothered calling anyone and would have just made my way to dock as quickly as possible to see if the ship was still there. One never knows if a ship is going to leave late, and if they are delayed they are not going to necessarily make that fact known to everyone at the Carnival home office.

I understand that they are called the 24-emergency hotline. That alone should lead you to believe they know what they are doing, but I just wouldn't count on it ever.

That is why I am saying, just for future reference for people reading this, I say go to the dock even if you are a little late and see if the ship is still there. They often leave late for various reasons - weather delays and a number of flights arriving late being among them.

You were given wrong information by Carnival and have some kind of proof of it. If you can find a way to sue them in small claims court in Florida you may have a case. Some courts allow you to file a claim from out of state (I think).

Or you can take the other route and just explain what happened to them in writing, tell them you love their cruise line and are a good customer, and ask them what kind of compensation they are willing to offer to you. With any luck it will be worthwhile to you.

I am also curious who made these travel arrangements for you - cutting it awfully close.
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Old February 15th, 2010, 07:04 PM
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Granny,

I've discussed your situation with our friend, fellow cruise writer Anita Dunham Potter. She also acts as an ombudsman in some situations. If you contact her directly she's agreed to try and assist.

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Old February 16th, 2010, 10:06 AM
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It has pretty much been my experience that they will let a passenger board as long as there is a gangway still down. And they generally leave it down up to the very moment they are ready to leave.

We have all seen that video of the couple arriving late to a ship in port. The video is shot from the ship, but the people who are late are just arriving by taxi. By the time they get out of the car the ship had just pulled away from the dock.

To pick them up the ship would have had to dock and tie up again. There are all kinds of union and legel fees involved with that. So a few seconds can make a big difference.
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Old February 16th, 2010, 07:44 PM
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The old saying is "if you take cruise air they are responsible to get you to the ship". That's what travel agents tell people. That's what cruise booking agents claim.
That's not always true, I fear. Delayed flights exonerates them of that responsibility.
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Old February 16th, 2010, 07:56 PM
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Quote:
Originally Posted by lhp View Post
) I always fly in the day before....
Me too ! from now on.
The Splendor is same day flight but with 5 1/2 hours to work with. Shouldn't have any issues.
BUT.....
Next year in Montreal I'll be staying in a hotel the night prior.
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Old February 17th, 2010, 09:24 AM
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NO - the cruise lines are NOT responsible to get you to the ship if the airline is at fault for the delay.

Royal Caribbean has a program called "choice air" where if you are delayed they will step in and try to coordinate you getting to the ship at no additional cost - BUT if there is additional cost you have to pay for yourself.

I don't think Carnival has any such air guarantee at all, but I could be wrong.

If weather cause you to be late that is no one's fault (travel insurance should cover this). If it is airline mechanical delay it is the airline's fault.

If the ship leaves early (pretty unlikely) or misses a port where you planned to board it is the cruise line's fault.
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Old February 17th, 2010, 03:15 PM
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Kuki,

I have just send an email to the "address" you gave me. I really appreciate this!
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Old March 26th, 2010, 11:43 PM
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Just an update. I did receive a cruise credit for a future cruise for the amount of the cruise for each of us. Minus, a "cancellation" fee. Thanks to everyone for their help!
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Old March 27th, 2010, 05:39 AM
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HI CG,
Thanks for the update, I'm glad CArnival stepped up and issued you a credit. I know the whole ordeal was a huge hassle, but turned out good in the end...
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Old March 27th, 2010, 10:41 AM
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That is my worst nightmare come true. I am so sorry that you had to be so horribly disappointed.

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Old March 27th, 2010, 12:03 PM
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I'm glad for the update I was following along and hope for a good result. To bad they charged you a fee. But at least you got some cruise credit.
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Old March 27th, 2010, 09:28 PM
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I am thrilled you got something back in your pocket.....yayay!
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Old March 28th, 2010, 12:03 AM
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That's fantastic!!!

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Old March 29th, 2010, 09:30 AM
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Quote:
Originally Posted by cals granny View Post
Just an update. I did receive a cruise credit for a future cruise for the amount of the cruise for each of us. Minus, a "cancellation" fee. Thanks to everyone for their help!
Sounds like a happy ending to something that could have been disastrous.
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Old April 12th, 2010, 04:51 PM
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I too just missed my ship yesterday, the Splendor. Drove from Vegas and there was bumper to bumper due to dust storms and high winds. Sat in our convertible in death valley barely moving for over 8 hours.


I am trying to convince Carnival to let us take Thursday's cruise from California to Cabo (4 day cruise) without us having to pay anything since it IS a lesser cruise. As of yet, Carnival is not cooperating. I think I will email that link provided....

My only other option if Carnival will not allow us to simply take the same cruise next week or a lesser cruise, is to buy Saturday's HA Oosterdam cruise for $399 pp. But I hate to pay anything when I know that Carnival can easily just throw us into the next group of cruisers, or at the very least offer us the ability to join a less popular cruise.

UGH!
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Old April 12th, 2010, 05:31 PM
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Brian...

Not to sound unsympathetic, but your situation was quite different. You just missed your ship, without anyone supplying you with misinformation.

In your case, you should have had travel insurance.
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Old April 12th, 2010, 05:35 PM
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Absolutely. And not trying to compare the situations. On that same note, however, I'm not asking for a refund or even a comparable credit. By offering me a lesser cost cruise during the same time I'd be on the Splendor is of no financial consequence to Carnival and, space permitting, would be the right thing to do...


Don't you think?
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Old April 12th, 2010, 06:02 PM
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Absolutely. And not trying to compare the situations. On that same note, however, I'm not asking for a refund or even a comparable credit. By offering me a lesser cost cruise during the same time I'd be on the Splendor is of no financial consequence to Carnival and, space permitting, would be the right thing to do...


Don't you think?
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Old April 12th, 2010, 06:06 PM
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Quote:
Originally Posted by ChazBrian View Post
Absolutely. And not trying to compare the situations. On that same note, however, I'm not asking for a refund or even a comparable credit. By offering me a lesser cost cruise during the same time I'd be on the Splendor is of no financial consequence to Carnival and, space permitting, would be the right thing to do...


Don't you think?
If space was available, it would be the nice thing to do. And might even be more profitable for them to have you onboard, and spending money in place of an empty cabin.

What I disagree with is people expecting the cruise lines (deep pockets) to be responsible for any eventuality for every passenger who's booked with them.
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Old April 12th, 2010, 06:47 PM
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I completely agree. You are right.

I am already in California now anyway since I was supposed to be on the Splendor. My woman and I think it would be rather silly to pay $309 (the current price for Thursday's 4 day Cabo cruise from SD) when we know the reason it's priced so low is because there's lots of spaces open. We know we would lose the difference between that and the original $1100 we paid for our 7 day cruise that left yesterday, but that's what happens when you don't get the insurance and/or don't give yourself enough time to plan for incidentals.

Needless to say, Carnival isn't budging. And after being on the phone all day with them, I am giving up. I'm going to go ahead and book the Oosterdam for this Saturday at $399/pp and do the original route I was going to do with Carnival. Only drawback (besides paying twice for a cruise) is the fact that we are in our early 30's and originally chose Carnival because of the research I did on Cruisemates seemed to point to it being more of a "party" atmosphere. So now we are quite concerned that HAL will be way too laid back for us. We like to GO GO GO and sleep very little when on a vacation.

Thoughts??
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