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Post Dry Dock Blues

Discussion in 'Carnival' started by CCS, Feb 16, 2017.

  1. CCS

    CCS

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    We are booked on the Carnival Glory with my kids for a spring break cruise on March 18. We booked the cruise back in October. After booking, I realized it was scheduled for dry dock 2/25-3/10. I did not think it would be a big deal since we are the second cruise post-dry dock. This week Carnival finally posted the scheduled dry dock upgrades and they plan to add Waterworks (a water playground.) They also mentioned that the water slide, 1 pool, and 1 hot tub are closed 2/12-3/25 as they will be doing work pre and post dry dock. Waterworks is not scheduled to open until 3/25! That means NO slides will be available during my cruise. I am so disappointed for my kids that they will not have any slides to use on sea days. If I had been made aware of this at the time of booking I would have planned to take another ship since my kids really love the slides. This is going to be a spring break cruise FULL of kids who will have to stare at the brand new Waterworks and be super disappointed that they cannot use it. Do you think I am entitled to any type of compensation from Carnival at all for this inconvenience that I was not made aware of at the time of booking?
     
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  2. jsn55

    Staff Member Advocate

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    Bad marks for Carnival to withhold this info during spring break time. Why not give them a call and see if you can book a different ship? I think it's Carnival who owns several of the big cruise lines, so there may be some wiggle room here. Some of my colleagues are cruise experts, so no doubt they'll be along shortly.
     
    #2
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  3. cp556

    cp556 Moderator
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    Did you book with a travel agent? If so, go to them immediately ... Carnival won't speak directly with you if there's an agent in the picture.

    If you booked directly with Carnival, you have a PVP (Personal Vacation Planner). Call that person. Verify what you read about which slides/pools are open and closed on Carnival Glory. Although you booked months ago and have paid in full already, if what you've read is correct Carnival has significantly altered the amenities available on your ship for your sailing.

    And if that's the case, I WOULD request accommodation on another ship whose features are not affected. They have several ships also doing 7-nt Eastern Caribbean (as the Glory is doing March 18).

    If you would accept a cruise credit to help alleviate your disappointment, make that clear as well.

    Be sure to keep records of who you speak with and what is discussed. If your initial phone call does not bring the desired result, check our Company Contacts (top of this page) and send an email to Customer Service with your request. Be polite, succinct and factual.

    If you don't get the reply you're looking for in a few days, escalate your email to the first executive shown ... and continue up the chain as needed. (NOTE: We normally suggest not phoning at all, and allowing a week for email replies, but your cruise is in four weeks and time is of the essence.)
     
    #3
    jsn55, Patina, George M and 3 others like this.
  4. CCS

    CCS

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    I tried customer service with no luck. Their reply was "We are not offering any compensation for this situation." I am now emailing the first executive on the list and will let you know. Thanks!
     
    #4
    sas80 likes this.
  5. Mike Z

    Staff Member Advocate

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    if you get a positive response, can you please post the letter you wrote so that others can see what may work and modify it to suit their needs? We always advise that you be kind but firm. Don't just ask them if they can do anything, tell them what you expect. Above all, don't blame them for issues or imply that they are scamming you in any way.
     
    #5
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  6. CCS

    CCS

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    I got a call from a very nice lady in response to my email to the first executive. She nicely told me that they were not offering anything at this time, but they will see how much the cruise is impacted and things may chance in the future. I am not holding my breath because I have read complaint after complaint from the people on board last week's and this week's Glory (the 2 right before dry dock.) They said the slide has already been dismantled and tons of construction going on in the pool area. (Carnival turned off the aft webcam so you can no longer see the construction.) They have complained and so far no one is getting any compensation.
     
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  7. jsn55

    Staff Member Advocate

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    CCS, are you seeking to "exchange" the cruise for one better suited to your kids or compensation for your upcoming cruise being not what you purchased?
     
    #7
  8. CCS

    CCS

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    Well, I am limited to that week and Glory is the only 7 day Eastern. They did say I could switch ships, BUT I would have to pay any fare difference (the current cruise fares on other Carnival ships that week are much higher now.) I did ask for a balcony upgrade (to give us more space on sea days to help make up for reduced deck space) OR extra on board credit (for extra money to help entertain us and the kids.) They did not agree to either at this time.
     
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  9. Neil

    Neil Moderator
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    Move up to the next executive on the list. I don't like that answer. See if the next executive will do something.
     
    #9
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  10. jsn55

    Staff Member Advocate

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    This story is such a perfect example of why a travel agent is so helpful booking cruises. They are paid by the cruise line, and besides all the excellent advice and goodies they arrange for you, they have contacts at the cruise line to help with problems like this. Actually, a good TA probably would have known about the refurbishment going on with this ship before booking.
     
    #10
  11. CCS

    CCS

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    Looks like enough people complained. The 2 cruises pre-dry dock were given a 25% refund and 50% future cruise credit. The 2 cruises post-dry dock (mine) were offered a $200 OBC, the ability to change to a similar class ship and room with no charge, or a complete refund without penalty. We will take the $200 OBC and hope for the best. I did look into other ships but Glory has the most ports we want to visit.
     
    #11
  12. cp556

    cp556 Moderator
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    And here's the official press release on this:

    Published on Thursday, March 2, 2017

    Carnival compensates passengers for 'construction site' disruption


    Carnival Cruise Line has handed out compensation for annoyed passengers who complained of being in a 'construction site' during a recent cruise.

    The line gave Carnival Glory passengers a 25% refund of their cruise fare and a 50% credit for a future cruise after a stream of complaints with the line apologizing for not giving advanced warning.

    Ahead of dry dock refurbishment which began at the weekend, Carnival took the forward pool, whirlpool and water slide out of service.

    The dry dock work will see the installation of a new WaterWorks experience.

    "We just paid full price for an incomplete ship in a construction zone," disgruntled passenger Varis Ozols told local media

    "We sincerely apologize to our guests who had their vacation experience disrupted by the refurbishment work occurring on board Carnival Glory. We clearly underestimated the impact this work would have on their cruise experience and, in hindsight, should have advised guests in advance that the water slide and pool would be closed during their cruise," a statement said.

    "While we have done this same refurbishment work on other ships without issue, we did not fully appreciate the impact the mid-ship location of the water park would have on our guests. We very much regret the inconvenience our guests experienced and are very sorry we let them down."

    Carnival also said this work will not be completed in time for the first post-dry dock cruise and will compensate customers with $200 per cabin credit.

    Customers may instead move to another cruise or claim a full refund, Carnival's president Christine Duffy said in an email addressed to customers.
     
    #12
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  13. Neil

    Neil Moderator
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    I am glad it worked. I thought if enough people had complained they would be forced to do more.

    And their story that they should have advised guests? They could have advised you but at that point you were in 100% penalty and I highly doubt they would have allowed passengers to rebook another cruise and cancel.
     
    #13

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