Carnival Cruise Lines Complaint - Final Payment Notification - Not Received
On July 22, 2011 I booked two cabins for 7 passengers, sailing on November 6th. I gave my credit card info to the representative to pay the deposit due for the booking. I was informed I would receive an email reminding me when the balance was due. As it turns out this notification is only a late reminder and is generated only after the final payment date has passed and the booking has been canceled. On August 24th, during Hurricane Irene, the email was reported to have been sent but it does not appear in my inbox or spam folder, although the confirmation had no difficulty reaching me. When the cancellation was discovered and contact was made with Carnival they insist the responsibility to pay was mine and the reminder is only a courtesy - contrary to what I was told during the booking. A recording they say is no longer available regardless of the fact that they stated their policy is to hold on to them for 60 days. We are only at day 55 as I type this. They further admit they have bounce back reports which tell them which emails were not deliverable. No effort is made to correlate non-deliverable email with unpaid final payments. If they collect my phone number and physical address at the time of booking, why would they not review the email bounce back report and attempt to contact their guests thru another means if their goal is to prevent the booking from being canceled and possibly needing to be re-booked with penalties, interest and rate increases. Is there no protection for the consumer with regard to purchases made with a payment plan and notification of pending cancellation for non payment? I was told by a Carnival representative, whose contact information I have available, they are able to offer guests an auto-pay plan when booking so the final payment is automatically made using the credit card information supplied during the original booking. However revealing this payment option is not required of the representatives. Why are they able to discriminate who receives which payment options? Something just does not seem right about that. Upon reviewing both the fine print on the booking confirmation email and the the Carnival "Ticket Contract" I have found no language supporting their policy of canceling for nonpayment the day after the final due date has passed.