Carnival Cruise Line Complaint -
GALVESTON, TEXAS -- 4436 Spanish Oak Circle
Lake Dallas, Texas 75065
February 19, 2001
To whom it may concern,
We recently returned from a Carnival cruise aboard the Celebration. The cruise was a 5-day cruise that departed on November 6 2000 and returned on November 11. We were part of a party of thirteen guests that booked this cruise through Turn of the Century. This letter is to inform you of a problem that we all experienced aboard the Carnival Celebration.
Our rooms were located in the back of the ship on the Empress deck. One of our requests was not to be located in that part of the ship, but due to a fare change our rooms were moved from the middle of the ship to the back of the ship. Our understanding of the fare reduction was due to two of the parties being past cruisers. When we found out about the room changes we placed a call to carnival and asked if there would be any noise problems. We were told by Carnival two separate times that there would not be any noise problems.
We went ahead and accepted the new rooms and departed on our cruise, expecting an enjoyable, relaxing vacation. We boarded the ship in Galveston, Texas and set sail to Mexico. As the ship was leaving the port, my party was in their cabins. There was an extremely loud noise that made the room rattle and shake. I compare the noise to a jet aircraft taking off above our room. I proceeded to call the pursers desk and was informed that the noise that we were experiencing was the engine and that there was nothing that they could do about it. At that point I requested a room change, but was informed that the ship was full. I received a letter the next day from the purser’s desk explaining this to me. Since the noise went away as soon as we were out into the sea, I didn’t pursue an action at that point.
The next few days went by without any problems and we all were enjoying ourselves. On Wednesday evening as we were leaving Cozumel Mexico, The noise came back. I waited a few hours for the noise to go away but it didn’t go away until the next morning when we got to Cancun, Mexico. At three in the morning I again called the pursers desk. They sent security down to my cabin and told me that the noise was coming from the engines and that there was nothing that they could do. When I talked to the Purser, she said that she would have the head purser contact me. Unfortunately none of the people in my party was able to sleep that night and none of us enjoyed the day in Cancun, Mexico, due to a lack of sleep.
On Friday, I went down to the purser’s desk and asked that the head purser contact me. A person by the name of Myrna Lapierre contacted me and told me that she was the head purser. I explained the situation to her. She told me that there were vibrations that would cause noise in the cabins all the time in a cruise. I tried to explain to her the severity of the noise, but she would not believe that the noise was all that bad. At that point she told me that she would give me a 10% discount on my next cruise and that I could take the matter up with the home office. I have to admit that Myrna is probably the worst customer service representative that I have ever had to deal with. She was very rude and confrontational. I could see that this was going nowhere and that I would have to take it up with the home office of Carnival.
Early Saturday morning the noise was back. We were trying to get some sleep since we had a long drive back to Dallas. I didn’t bother to call the pursers desk, but other people in my party tried to call but was meet with the same excuse that I was told. I had told the other people in my party to go through me with their complaints, but when I tried to explain this to the head purser she told me that there was nothing that they could do for them.
On Monday, November 13, I called the Carnival’s home office and explained the situation to them. I was informed that the purser’s office is their customer service department and that the home office would backup the head pursers decision. After getting upset with Carnival’s inability to provide compensation for a bad vacation she said she would up the discount to 15% but only for my wife and I.
I have to say that no company before has ever treated my friends and me in such a poor manner. I have to admit that if this is the way that Carnival does business that I don’t think that we will ever take another Carnival cruise again.