Carnival Cruise Line - Very Poor Customer Service
On November 24, 2012 we took the 7 day Exotic Eastern Caribbean Cruise. As we departed out of Miami we noticed that one engine was running hard, we knew something was wrong. Our stateroom was at the back of the ship Upper Deck 6, our bed vibrated for 3 nights, so much so that we couldn't sleep. The Captain makes the announcement that we would not be going to St Thomas. I'm sure you can imagine how upset the passengers were, the problem a broken engine the ship had very little power to move so we sailed at sea for 3 days on a vibrating ship before arriving in San Juan late in the evening.
Very little was said to the passengers which upset everyone even more. Prior to arriving in San Juan the Captain makes the announcement that he would decide if we would leave San Juan at midnight or pull out the next day. This would mean 2 ports that we would miss. The following day the Captain announces we will be in San Juan for the day, this upset passengers even more as we could not book any excursions due to the lack of communication to the passengers on a timely bases.
Crew on the Liberty tried to avoid the conversation regarding missed ports, vibrating ship and the lack of communication. Finally with a ship of upset passengers the Captain announces we will all receive a $50.00 rebate towards our sail and sign, as you can imagine this just upset passengers even more.
I do understand that things go wrong however the customer service we received was very poor not only on the ship but from customer service. I did email Carnival and received no reply, when I phoned I was told they could do nothing for us the $50.00 we received is what Carnival pays. There was no compensation for our room vibrating for 3 days, it was too bad so sad mentality. I was told a ship would never leave port if there was problems with it, however it did just that. I think Carnival needs to realize Engineers also go on Cruises and they know when something isn't right.
I would not book another Carnival Cruise, check out BBB and Consumer Reports and you'll see how many complaints they receive and what their true rating is, I wished we would have done this prior to booking. I have gone on many cruises and have never experienced such a lack of communication or lack of concern for passengers. Carnival instantly went into protect themselves mode instead of making sure every passenger on board was communicated to and the service they say they give stays at that level. It's a shame when they forget a little customer service goes a long way, I know if I would have received good customer service I never would have written this letter.
Carnival isn't the top of the line for cruises however good Customer service doesn't cost anything but it sure keeps customers coming back, word of mouth and Internet is a great way to let people know how poor or good service was, loss of business doesn't seem to concern Carnival. I was glad to find that out prior to booking our next years 2 week cruise vacation.
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