I took the time out to write this letter of complaint to Carnival Cruise lines and requestes a $32 refund after having spent over $2,000 on a vacation for two and they REFUSED. This is the email they sent back. The original email that I sent to their company is at the end.
________________________________________________________
Thank you for taking the time to contact us following your recent cruise aboard the CARNIVAL DESTINY.
We sincerely appreciate you taking the time to share your cruise experiences with us. We have taken the liberty of documenting your comments and forwarding them to the appropriate department administrators for their information. We sincerely apologize for any disappointment you experienced, however, no compensation will be extended in this regard.
In addition, your comments regarding our on board personnel were especially disturbing as we work diligently to provide our crew members with customer service training. We were sorry that you encountered unfavorable behavior and assure you this is not the norm. Your observations have been shared with the respective department administrators for immediate resolution.
Thank you again for choosing Carnival Cruise Lines. We hope you allow us an opportunity to welcome you back.
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Renita Y. Freeney
1635 Oak Creek Ln. #B
Bedford, Tx 76022
June 3, 2009
Gerry Cahill
President & CEO
Carnival Cruise Lines
3655 NW 87th Ave.
Miami, FL 33178
Re: Carnival Destiny #8-139(Miami, FL- 05/23 - Destination: Ocho Rios & Grand Cayman)
Dear Mr. Cahill:
I was a first-time passenger on the above referenced cruise and initially was quite impressed with the high levels of service and professionalism I encountered as a passenger on your ship. During our stay, I received extremely poor service that I felt I should bring to your attention.
This letter is to notify you that once I arrived at the MIA airport I was greeted by representatives of your company who guided me to a line where I signed up for two (2) transfers to the Port of Miami for myself and my travel companion, Nakeila Johnson. After signing up for the transfers, we then proceeded to sit and continue to wait in the baggage claim area for the rest of our party to arrive. With a group of twelve, the concensus was to take the SuperShuttle to get to the Port instead of using the Carnival service. No one else in our party signed up for Carnival transfers. I went ahead and advised the attendant that the plans had changed and requested instructions on what I needed to do since I would no longer need the transfer. The attendant then advised me that unless I actually rode the shuttle, I would not be charged. He then pointed to the words he had printed across the top of the receipt, which read, “No Cash Taken.” Based on this information, I then took the SuperShuttle with the rest of my group.
On Monday, a bill was left in our cabin. The bill reflected the $32 charge for the shuttle transfers. We went to the information desk and spoke to supervisor, Richenda Jacobs. I explained the situation and how information was not disclosed clearly. Ms. Jabobs asked if we had a receipt for the shuttle to validate our story. I advised her I did not personally get a receipt but would check with the individual who paid the fare for the group to see if she had it. Ms. Jabobs advised that without the receipt, she could not be able to consider crediting the $32. Fortunately, our friend DID have the receipt. I took the receipt back to the information desk the following day and there I encountered Annie Bertrand, who was the rudest, most unprofessional, condescending and disrespectful employee that we interacted with during our entire stay.
Annie Bertrand initially refused to allow me to speak with Ms. Jacobs. After I continued to repeat my request, she reluctantly turned to walk away to get the supervisor, while loudly yelling and waiving her hands in the air, “…BUT THERE WON’T BE ANY REFUND AT ALL…AT ALL!!!” There were other guests in line to observe this behavior. When she returned I made sure to advise her that I was offended by her tone and professionalism and would be making someone aware of the way she chooses to treat Carnival passengers. Annie Bertrand told me that she did not mind and even went so far as to be polite enough to write her name down for this complaint letter, but not so much as even acknowledge the my frustration or even attempt to show any care or concern. This behavior is absolutely disgusting and should not be supported by any of your management staff. Once Ms. Jacobs arrived, she stated that regardless if we rode the shuttle, we signed the document and therefore we owed $32. With or without a receipt. She stated that per the policy, she would not credit the account. I advised her that the policy was in place the previous day when she asked me to provide a receipt. Furthermore, if that was the basis of her decision, then the request for receipt becomes very insulting, as it was a clear waste of time and was easily dismissed as if it had no bearing on her decision-making process.
I advised Ms. Jacobs that I was not satisfied and wanted to escalate the situation or continue to work to find a resolution. She continued to advise that there was nothing more that she could do. Both employees seemed to prefer that I be further inconvenienced by having to write a letter of correspondence to be heard. At the end of this experience, we immediately went and advised the other 10 passengers traveling in our group of the horrible service that was exhibited by your so-called service professionals and we each easily agreed not to patronize your cruise line if this issue is not resolved.
Unfortunately, the problem still remains unresolved. I am hereby requesting that you:
1) Issue a refund no less than $32, as this is now modest compensation for this disturbing experience.
2) Please address this issue with the manager of Ms. Jacobs and Ms. Bertrand, as I am concerned that this may be happening with other customers when there is conflict.
3) Please provide me with a written letter of correspondence on the way in which you intend to resolve this issue.
Please contact me within 9 days to confirm that you will honor my request. I have prepared another complaint for submission to the proper agencies, if necessary.
Thank you for your anticipated assistance in resolving my problem.
Sincerely,
Renita Y. Freeney
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