Carnival Cruise Line Complaint - Medical Emergency prior to cruise date/No refund
Booking number 76XK97 / Medical Emergency Cancellation Complaint 1/14/2011
On Friday, January 14th, my wife slipped on the ice in the drive way and broke her arm and wrist in several places. As the weather for this area in and around Charlotte was very bad for several days, there was much ice and what not on the roads. We and another couple had booked this cruise a few months ago as we typically cruise on Royal Caribbean and had never experienced Carnival. We had heard allot about Carnival and decided to try the experience. Needless to say, the doctors basically told us that we could not go anywhere for the next couple of weeks and the reconstructive surgery require us to stay within the area due to potential complications with infections and what not. Our friends, the other couple, were disappointed and sorry for us at the same time, but are still going on the cruise, as like us, they had paid in full.
I called Carnival to see what they could do for us and they told us to contact AAA Vacations as we had booked through them. We called AAA and explained what had happened. They were very understanding and nice to us and told us that under the current policy with Carnival, we could only get half of our money back. With this said, we were very appreciative and understood this and graciously accepted their explanation and thought, “At least we got half of our money back, $614.83. “
Later on that evening, we received a call from AAA saying that they simply could not explain why Carnival would not honor the original terms by giving half of our money back, but that Carnival refused to even let us reschedule for a later date or put the funds towards a future cruise. I was stunned at this sudden reversal. I was told to write this letter by AAA as they assured me that they value their customers and felt that we should, at least, express out feelings in a letter.
My friends and us, we cruise every year. We have never missed a cruise and I’d say the odds are, we will not miss next years or the year after that. With that said, do you think that we and our friends and my family, sisters, brothers, etc., will recommend Carnival for a cruise vacation? What would you do?
My wife is a registered nurse and has been for 27 years. The hospital where she works and the doctors whom she knows on a first hand basis are appalled by us not getting, at least, a partial refund. They have said that should we need assistance or verification of the accident and the reasoning that they recommend we stay at home for the next 3 weeks, would not be a problem. I wonder if any of the doctors or her co-workers will consider Carnival after this as well. It simply states a bad precedence with no compassion what so ever.
To summarize, my wife’s health is worth allot more than $1,229.66. It is the principal of the thing that bothers us. We will cruise again and I told my wife that when she gets well, we’ll take vacation then. Do you think it will be with Carnival?
We will continue to use AAA Vacations because they are upfront and honest with us and we like their benefits in many of the facets of business that they offer. I’ll be 50 years young in 2 months and I can’t wait to get my AARP discounts. With all of this said we would hope that you (Carnival) would go back and look at this situation. We really would like to experience Carnival sometime and perhaps something can be salvaged from an already distraught situation here.
Bobby & Laurie Furr