Has anyone ever had this problem? We are booked on the fascination for July 5th. Our cruise was suppose to be Key, West and Cozumel. We just found out that Carnival canceled the Key West Port and did not substitute another port. They said that they are going to stay in Cozumel 5 extra hours. We were already scheduled to stay in Cozumel 10 hours. I called carnival and did not get any positive response. In fact, the person I talked with was quite rude. He kept asking what did I want carnival to do about it. I explained to him that we had 10 people going on this cruise and 9 of them were new cruisers. The majority of these people have the expensive of coming from as far as Illinois, so perhaps carnival would be willing to pay for the hotel rooms in Miami. Well, the answer was no! I asked to speak to a supervisor, but the guy I was talking with said the supervisor says the same thing. The supervisor would not get on the phone with me. Another one of my concerns is this, we were told two different stories about the cancellation in Key West. One story was that the port was under construction from May 1st to Nov. 1st. The other story was that most cruisers don't enjoy Key West, so they took it off the itierary. Also, what about the port fees we paid for two ports?? Any help or suggestions would be appreciated. Thanks.
Location: Wisconsin....about 100 miles south of the Frozen Tundra and 70 miles east of Camp Randall
Re: EVER HAD THIS HAPPEN?
Your port charges for Key West should be refunded.
I know I will probably be bashed for saying this, but the cruise lines reserve the right to change the itinerary at any time for any reason. And if it does, the cruise line only owes a refund of port charges - nothing else.
This has happened to me, Cartagena was cancelled on my last cruise, but even thought I was disappointed, it happens a lot more than people think.
I'm sorry this happened to you, but to tell you the truth, I would rather spend more time in Cozumel rather than splitting the time between Coz and Key West. jmho
Carnival Breeze with Ray Band Aerogirl 5/4/14!
Most time when the port changes, you will see the port charge refund on your bill at the end of the cruise, especially if your cruise has already been paid in full. That is probably the reason you haven't seen the money.
As far as port changes go, that is par for the course as far as cruising goes. Sometimes the itinerary changes. Many times, a port is not substituted, you get another sea day. Welcome of the world of cruising. I would suggest if it bothers you so much and you want to be compensated, read your cruise contract. If it still bothers you, I might suggest that cruising is not for you.
If you are expecting compensation for a hotel room you will be sadly dissapointed. If you read your cruise contract it states that the cruise line reserves the right to change its itineary. You will get reimburssed for the port charges and as a courtesy Carnival may give you a ship board credit towards your account. Did you book with a TA? If you did, call them up and have them find out why Key West was eliminated from your itineary.
Your visit to Key West would have been a small part of the entire cruise. If, as you say, you are escorting 9 new cruisers, you would do them a better service by making the best of the situation and enjoying the extra time on the ship and in Cozumel. Allowing a negative attitude to overwhelm your group's enjoyment of their cruise is not a good way to introduce people to cruising.
I'm not sure why you feel you are owed something by the cruise line. It says plainly that they reserve the right to change itinerary. Other than port charges, they owe you nothing. What does the fact that they cancelled a port have to do with you wanting a free hotel prior to cruise? The two things are totally separate. I agree with Horseracer, you need to get over this and ensure that it doesn't ruin your (and the other's) cruise. You really will have a great time. On our cruise, I almost wouldn't have minded if they had cancelled a port as I felt we never had enough time on the ship. I hope you can turn things around and have a wonderful trip.
Im not saying that I want anything for free. It would be cheaper for the TA or Carnival to to reserve 3 Hotel rooms versus having to refund almost $655.00 for the port fee they are charging for just the Key West port. We still are paying for the Cozumel port. BUT, not the TA or Carnival is willing to refund anything. I still would like to know why I got two different stories about why they are not going to Key West. Key West is not a big deal to me, but for the people that live in Illinois it is. One of the cruisers happens to be a history teacher. She was really looking forward to visiting the Mark Twain site. I did read the fine print in the legal notice section at Carnivals website. Number 5 states,
"5. Carnival has the right without previous notice to cancel this contract at the port of embarkation or any time during the voyage and shall thereupon return to the Guest, if the Contract is completely canceled, his passage money, or, if the Contract is partially canceled, a proportionate part thereof. Under such circumstances, Carnival shall have no further liability for damages or compensation of any kind."
So what about the "proportionate thereof". They have not offered to put a refund on our bill at the end of the cruise either.
Yes, a lot of people do enjoy being on the ship a great deal of the time, but for our group the adventure of being able to see different cities and countries was thrilling. I personally have been on four other cruises that were great and I know we will have a great time in Cozumel, just disappointed in the way the TA and Carnival are handling this.
Does it really matter why they are not going Key West? Unless you speak directly to upper management, I doubt other employees know the true reason. It's enough to say the itinerary has been changed. Yes, it's disappointing to miss that port, especially when you are only taking a 4 day cruise and hitting two ports. But again, that is the risk you take when you cruise.
Since the final payment has already been made, the refund of port charges must be made from Carnival. They may have a policy that port charges will be refunded through your shipboard account once you board. I believe that legally if you are charged for a specific port and it is cancelled, they have to refund the port charges...since the port in question never collected them. Specifically ask them not IF your port charges will be refunded, but HOW.
I see that on the Fascination, every other week is still going to both Key West and Cozumel.
On RCI, we missed a port due to mechanical difficulties and sere give cabin credit and a certificate for a discount on our next cruise. On Carnival, we missed a port due to mechanical dificulties and were given NOTHING, not even a refund of the port tax.
Carnival cruises are cheaper than other lines and are fun. but their management also seems to be cheap!!
This is all hearsay, but I've been told that there was a class action against the lines several years ago, wherein part of the settlement required the lines to spearately state port charges and to refund for any port not visited.
Does anybody have any more detailed information about this?
I can assure you the reason you aren't visiting Key West is the port construction. A friend has been to Key West recently and says the construction is very much in evidence.
We too are missing Key West (on the Glory) because of the construction. Allegedly Costa Maya is substituted, but it isn't listed as so on the Carnival website (it was previously). I've been told it's just a "glitch" but get the feeling I won't really know whether I am getting an extra day at sea, or visiting Costa Maya, until I'm actually on board reading the Capers!
Happy cruisers seem to have a go-with-the-flow attitude, so I'm not going to worry about my ports.
That being said, I sure hope you get your port charges back. I think I would get my TA busy calling Carnival - repeatedly if necessary - to see what can be worked out.
Carnival Elation March 11
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MIKE HENTZ/The Citizen
Cruise ship passengers fill Mallory Square while waiting for tenders to transport them back to their ships.
KEY WEST — Carnival Cruise Lines will stop port calls to the Southernmost City that require ships to be tendered offshore while the Outer Mole Pier is renovated.
Passengers don't like being shuttled to Mallory Square from cruise ships anchored offshore, said Carnival spokeswoman Jennifer de la Cruz. The ships Imagination and Fascination are in town from 7:30 a.m. to 2 p.m., and passengers have complained about the amount of time it takes to be shuttled to and from land, she said.
"With the amount of time in Key West, it just wasn't worth it," de la Cruz said.
The Outer Mole Pier is closed to cruise ship traffic until at least September as the Navy dredges the shipping channel and does work on the pier. Work began in March and is slated to take more than two years to complete.
The Imagination will cease coming to Key West until the pier reopens. The Fascination will come to Pier B every other Thursday, de la Cruz said. Currently, the Fascination comes once a week and the Imagination docks in Key West every two weeks.
"It is important to the city that guests enjoy their visit to Key West," said city Port Director Raymond Archer. "If tendering to our docks resulted in unhappy visitors, we understand why the cruise line wants to temporarily stop visits to Key West. While the news is disappointing, the loss estimated last year by our financial department is within the shortfall ..." expected while cruise ships are diverted from the Outer Mole Pier, which the city leases from the Navy.
Of the three cruise ship piers in Key West, only the privately owned Pier B and the Outer Mole Pier can handle large cruise vessels. The city's Mallory Pier is used for smaller cruise ship dockings. Since the Outer Mole Pier closed, some traffic has been diverted to Pier B and some ships have been rescheduled to be anchored offshore. Other cruise ships canceled their visits.
The city receives $10.63 for each passenger that disembarks at Mallory Square and the Outer Mole Pier. The city receives 25 percent of passenger disembarkment fees from Pier B.
Archer and the finance department are assessing the impact of the Outer Mole Pier closure and plan to take money out of reserve funds to cover lost revenue from cruise ship cancellations. The city has tentative plans to take $415,000 out of reserves, city records show.
Carnival's decision comes as cruise ship and passenger counts are declining. Passenger and ship counts are down from October to April of this fiscal year, compared to last fiscal year, port records show.
Chris, Thank You for your post. Finally, an answer. Carnival told us that they were going to use the Key West port charges to dock for a longer length of time in Cozumel. Said that they get charged for the extra time they are docked there. I wonder if that is true, or if it is a flat docking fee they are charged like you explained about Key West. I will call the TA again and see if I can find out.
I have read some of these replies and I can't believe some of the responses. Yes, it is the cruiseline's right to change the itenerary but it is also your right to get a satisfying explanation. If the supervisor does not speak to you, stay on the line until you speak to someone that can answer your question. I find it funny that Key West was cancelled after you paid your final payment. If there was construction, they should have told you when it began in May. Also, they can't just take something off your itenerary just becuase they decide people don't like it there. They can change their routes when the new cruisebook comes out. Sure hotel room in Miami have nothing to do with a missed port in Key West but you are looking for compensation and some retribution. Remember, you don; owe these people anything, they are in debt to you becuase you paid for their services! Sand up for your dignity!
Carnival knew the construction was coming but thought that tendering would work out. Since the Carnival ships don't have their own tenders, they had to use the tenders at Key West and these weren't sufficient. The time in Key West was short anyway and the time it took to tender in left passengers with basically no time in Key West. Carnival intends to resume the Key West port when the construction is finished in December.
Is there any way that anyone can tell me (or maybe I just missed it in all the above postings) we are scheduled on Carnival Jubilee in 3 weeks with our first stop being in Key West. Since we are on CCL, does that mean we won't be stopping there? That is the main reason we booked this cruise and our only other stop is Nassua. If we don't stop at Key West, we will have 4 days at sea!!
I am on the Glory in Aug and will not be seeing Key West due to the construction. I did call Carnival on three different occasions to see what change in itin would be. All three agents told me that the Glory will be substituting Costa Maya for Key West. Will be in Costa Maya from 11:30 till 7pm on Monday and the rest of the itin stays the same.
I don't know if this is true or not, but I read a message on CruiseCritic regarding this same port cancellation, and according to that posters information the port charges were not being refunded for Key West because the 5 additional hours in Cozumel required additional port charges to be paid there. So essentially the Key West port charges were applied to the additional port charges imposed for Cozumel.
As I said, I don't know if this is true. It's just one posters explanation that I read on CruiseCritic that I thought I'd pass along here.