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-   -   Carnival Fails with customer service . (http://www.cruisemates.com/forum/carnival-cruise-lines/390386-carnival-fails-customer-service.html)

Dr Phil July 7th, 2012 05:14 PM

Carnival Fails with customer service .
 
For example ,we had graduation kids on board our recent cruise that only wanted to fight and get drunk. So happens these kids did so at all hours of the night. Keeping us awake all hours of the night .One night this kid gets knocked out cold right against our door ! There was blood on the floors on our door and my wife was actually so upset she was crying and terrified to even leave the room at times .

These kids were kicking plates all over the floors that were set out from cabins that had ordered room service.

She called the guest services and was told, someone would check it out.
Next day we find a letter under our door asking us to contact a particular person at guest service. So we go to guest service as requested.

The conversation went like this. Sorry that happen hopfully it wont happen again ,the person could have cared less that my wife was brought to tears.
I requested to be moved to a different location on the ship, Sorry no room avaliable.

Returning home , I get an email a few weeks later.




Dear Mr. and Mrs. xxxxxx

We’re so sorry that the behavior of another guest on the ship marred your enjoyment. While we can’t change people’s behavior, we agree that courtesy and consideration for fellow travelers goes a long way. However, at the end of the day, our ships are much like floating hotels with thousands of people from all walks of life, spending a short burst of time together and it wouldn’t be possible for us to accept liability for the behavior of other guests.

Nevertheless, we are concerned with the impression we left you with and are grateful for the insight your feedback has given us as the safety and well-being of our guests is our top priority. With that in mind, we’ve shared your letter with the relevant departments, so everyone is aware of the situation and can make any changes possible in the handling of incidents like this in the future..

It is always discouraging for us to learn that our guests have returned home disappointed. Please don't let what happened this time around tarnish your entire opinion of us. We'd like nothing more than to welcome you back.


Sincerely, xxxxxxx



So Carnival is like a floating hotel , makes me wonder why I cant bring a six pack of beer to my hotel room :rolleyes:.

zydecocruiser July 7th, 2012 05:58 PM

I would have called security and if they allowed it to continue I would have had the hotel director paged.

Dr Phil July 7th, 2012 06:05 PM

Quote:

Originally Posted by zydecocruiser (Post 1437052)
I would have called security and if they allowed it to continue I would have had the hotel director paged.

They were called a few times by my wife and other guest.
You could hear them warning the kids through the walls. Several times they had to be called.

Never thought about the hotel director . Wonder if it would have been different if I had done so ?

lhp July 7th, 2012 06:31 PM

That is the one thing I have always disliked about cruising. Once you get on that ship, you are stuck with whatever "walks of life" happens to be cruising with you. In that regard, it is nothing like a hotel.....because you can not just leave.

The good news is that with the Carnival Vacation Guarantee, you have some leverage that most of us do not think about using.

IF this had happened before the first port and Carnival was faced with flying you and your party home with a refund of the rest of the cruise and reimbursing you airfare.....perhaps Carnival would have tried a little harder to get these thugs under control.

Arkcruisers July 7th, 2012 07:38 PM

Dr. Phil, were they college or high school grads? Would like to think that there is no underage drinking onboard but I know for a fact that it does happen. I can't imagine how mad I would have been in your situation. The staff should have done more to stop them for the kids own safety as well as the other passengers. Last thought-- I always amazes me how inconsiderate the "it's all about ME" people can be especially on a cruise ship.

buttons16 July 7th, 2012 09:04 PM

Well they are known to be party ships..This sounds sort of like the school arranged this group cruise..and usually when a large load of kids go on a cruise, the line that is picked is Carnival.

Two reasons I possibly won't run into this type of situation..

I will never cruise while kids are out of school and I will never again cruise on a mass market line.
In the future maybe moving your vacation to a more quiet time would help.

The letter you received is probaly a standard letter they send to all customers who had issues with their cruise..I assure you not much will change.

Also for your info...posted on you tube is a video of a large group of kids who graduated from a school in Atlanta..the line was Carnival...and they were out of control...yelling, screaming cursing and acting like gangsters.

Im really not surprised this happened on Carnival...In fact if you type in "fight on cruise ship" you will see fights that broke out on you guessed it.."Carnival".

Gypsywych July 7th, 2012 09:44 PM

DrPhil - I know how frustrating it is to not be able to enjoy your cruise especially when it feels like no one is listening. As someone said, if it happens again, get the Hotel Director involved and keep escalating. Security is there for everyone's safety.
I'd probably draft up a very polite letter stressing the safety aspects and how there was no resolution through Security and send it to a few VP's.

Dr Phil July 7th, 2012 10:23 PM

Quote:

Originally Posted by Arkcruisers (Post 1437062)
Dr. Phil, were they college or high school grads? Would like to think that there is no underage drinking onboard but I know for a fact that it does happen. I can't imagine how mad I would have been in your situation. The staff should have done more to stop them for the kids own safety as well as the other passengers. Last thought-- I always amazes me how inconsiderate the "it's all about ME" people can be especially on a cruise ship.

High school from Georgia . Around eighteen ,twenty or so ? Well, I read the email sent to me ( the safety and well-being of our guests is our top priority ) and I'm like , hello we have a kid thats knocked out cold :confused:.

Trip July 7th, 2012 11:24 PM

To think that this situation revolves around just kids, is incorrect.Years back, we were on a cruise, after a large group of policeman went bananas onboard, and trashed their rooms.

For the most part, Carnival does not have a rep as a party ships as they had years ago, and like an apartment building..some neighbors can drive you nuts. This can happen on any line, from moderate to premium ships.

I wonder just how many people actually take the I wanna go home in the next port option......I would bet the average cruiser would think, things will get better, so I'll stick it out...add the crying kids,not wanting to go home, into that mix, and, sticking it out, sounds better :)

Arkcruisers July 7th, 2012 11:30 PM

Quote:

Originally Posted by Dr Phil (Post 1437094)
High school from Georgia . Around eighteen ,twenty or so ? Well, I read the email sent to me ( the safety and well-being of our guests is our top priority ) and I'm like , hello we have a kid thats knocked out cold :confused:.

Security should have contacted the sponsors or chaperones(laws were being broken!). If the problem still persisted, a call to the HS Principal from the next port would have been my next move. Plus a letter to the Supt. It might not have helped on this cruise but it would make him/her think twice about letting another group out on the loose.
My husband and I have been on MANY HS senior trips and never allow them to act like this. Always told security to let us know if they had any problems.

Of course, if it was just a bunch that got together and parents were the chaperones, you are at their mercy. Some parents aren't any better than the kids. I have seen this scenario on a cruise, too.
We all should follow your lead and kick up a stink to get this behavior stopped. I want the kids to have fun but safely and legally.

buttons16 July 8th, 2012 09:41 AM

I have to say the "Fun Ship" slogan does connect with Carnival...

You have to feel bad for the OP..I mean you can never get you vacation time back, I should know, I don't get alot of chances to get away.

To be honest, I would not hope the line corrects itself, thats like holding your breath and turning blue..It will all depend upon who the crew and security is while an incident like this breaks out.

The number one thing you can do as a customer (yes you can report the incident and you should, but this type of thing has be going on for years and IMHO will continue)
is to travel when school is in session, that way you know you won't get a huge amount of kids on any one ship.

So which solution sounds better ? Go on a cruise while scool is out and hope the crew and security can handle anything that get out of control or change the time to sail on a cruise.

I also understand that some people can't go on vacation while school is in, but to that you have to hope for the best.

Dr Phil July 8th, 2012 09:52 AM

Quote:

Originally Posted by buttons16 (Post 1437069)
Well they are known to be party ships..This sounds sort of like the school arranged this group cruise..and usually when a large load of kids go on a cruise, the line that is picked is Carnival.

Two reasons I possibly won't run into this type of situation..

I will never cruise while kids are out of school and I will never again cruise on a mass market line.
In the future maybe moving your vacation to a more quiet time would help.

The letter you received is probaly a standard letter they send to all customers who had issues with their cruise..I assure you not much will change.

Also for your info...posted on you tube is a video of a large group of kids who graduated from a school in Atlanta..the line was Carnival...and they were out of control...yelling, screaming cursing and acting like gangsters.

Im really not surprised this happened on Carnival...In fact if you type in "fight on cruise ship" you will see fights that broke out on you guessed it.."Carnival".

I watched a few of those videos a few years back. I agree that letter came out of a file box that is stored there for future reference.

Being a savvy cruiser I normally pick good cruise dates away from the spring break type . This one was May 28th 2012. Did I miss a late spring break or something ?

Capndinghy July 8th, 2012 10:57 AM

We cruised on the Conquest a few years ago during Spring Break. There were of course many kids on board. I was surprised there were no problems, just about all of the kids were very well mannered. EXCEPT...for a group of college kids along with their parents from Detroit. These jerks would go en mass, drunk, trying to take over whatever area, and were generally a real pain.
It was then that I understood just why our American Auto Industry was going down the tubes!

buttons16 July 8th, 2012 11:45 AM

Quote:

Originally Posted by Dr Phil (Post 1437180)
I watched a few of those videos a few years back. I agree that letter came out of a file box that is stored there for future reference.

Being a savvy cruiser I normally pick good cruise dates away from the spring break type . This one was May 28th 2012. Did I miss a late spring break or something ?

You answered your own question in your original post...Kids that graduated...must have been a slightly early graduation.

Dr Phil July 8th, 2012 09:05 PM

Quote:

Originally Posted by Arkcruisers (Post 1437105)
Security should have contacted the sponsors or chaperones(laws were being broken!). If the problem still persisted, a call to the HS Principal from the next port would have been my next move. Plus a letter to the Supt. It might not have helped on this cruise but it would make him/her think twice about letting another group out on the loose.
My husband and I have been on MANY HS senior trips and never allow them to act like this. Always told security to let us know if they had any problems.

Of course, if it was just a bunch that got together and parents were the chaperones, you are at their mercy. Some parents aren't any better than the kids. I have seen this scenario on a cruise, too.
We all should follow your lead and kick up a stink to get this behavior stopped. I want the kids to have fun but safely and legally.

The chaperones were in the room next to ours and passed out the first night around nine-ish. I'll call that the plate throwing night, that night we were awaken around one am by loud bangs on the door across from us.

This kid was knocking on this door with his head, just like a billy goat. the words he spoke of will not be posted here. But it seemed to me that his room mate had passed out and he was outraged that he was locked out.
These parents did not chaperone , they were part of the problem.
Having the attitude that stated, not these kids ,there angels:shock:.

big apple July 8th, 2012 09:52 PM

Would suggest that you choose holland or celebrity where this type action would very seldom occur. Have been on 60 some cruises and numerous times on both and have never seen this happen fun ship or not i will not give them my hard earned dollars for this type cruise. The difference in price is very nominal and i will not have the behavior as indicated on this cruise.

lhp July 9th, 2012 08:54 AM

Quote:

Originally Posted by Dr Phil (Post 1437180)
I watched a few of those videos a few years back. I agree that letter came out of a file box that is stored there for future reference.

Being a savvy cruiser I normally pick good cruise dates away from the spring break type . This one was May 28th 2012. Did I miss a late spring break or something ?


Thankfully, we faired much better on our May 28th cruise on the Elation.

We had 3 high school senior trips onboard.

(which is exactly why we usually do not cruise from May 15th - September 1st)

But all 3 groups were very well behaved around us. Guys dressed in their button down shirts every day and the ladies were cut as a button.

Of course, on a ship that size.... some who may behave well in public can act like animals after the bewitching hour and unless your cabin is around theirs...you would never know.

I was shocked to see so many 18 year old guys gambling at the tables.....they would get carded every time they walked into the casino....

OKGIRL July 9th, 2012 10:50 AM

I've only encountered this behavior on one of my cruises and it involved a husband finding his drunk wife in the cabin and company of another male guest.

I called security around 2am during a very violent altercation outside my cabin and within minutes the altercation was broken up and the offending parties were taken away.

I'm sorry that security doesn't seem to have been as strict or swift in your case. It's surprising that the parents/guardians weren't dealt with too.

big apple July 9th, 2012 10:11 PM

It is now out that Carnival is not allowing any more shipboard credits from the travel agents and they will be forcing cruisers to try other lines. Any comments on this as others may very well be priced under Carnival Just another reason to try something different.


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