Attempting to restore lost credit on Carnival

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Jul 13, 2016
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#1
Hello,
Long story short: We took out first cruise (ever) with Carnival last September. Hurricane Jauquin choose about the same itinerary as our ship. As a result, we docked for about 2 hours (instead of 8) in squally Grand Turk before pulling out and due to the weather, our ship skipped the remaining two ports. Carnival generously gave us a half price credit ($858) towards our next Carnival booking.

We choose a ship out of Miami for our next cruise. Unfortunately, my wife got very sick the night before we were supposed to leave and we had to cancel. We had purchased Carnival's Trip protection Plan and did receive our money back. However, insurance does not cover credits.

I wrote a letter to Carnival's customer care, very similar to the one that follows, seeking a reinstatement of our credit. I included a copy of my wife's medical treatment. They declined (See #1 below). I then appealed it to Carnival's 'reviews' email address and offered to be happy with less than the original credit and was again declined (See #2 below).

So, any suggestions or red flags to the following letter/e-mail (342 words) I plan to send to Carnival's primary contact? Should I attach a copy of my previous correspondence or just acknowledge that I have received an unsatisfactory response. Thanks for any help.

Scott


Dear Carnival,

We are writing to kindly request the restoration of our cruise credit.

For our 25th wedding anniversary, we choose Carnival for our first ever cruise (Sep. 2015. booking # 6G3CT8). As luck would have it, the itinerary of the Carnival Pride seemed to match that Hurricane Jauquin and we essentially ended up with a 7 day cruise to nowhere.

Carnival kindly offered us 50% off a future cruise so we booked a second cruise for April 8, 2016 (booking # 8Q2SW4). Unfortunately, my wife became very sick the night before our cruise and we had to cancel just as we were about to leave for the airport. Thankfully, we again purchased Carnival’s Cruise Vacation Protection as recommended by our Carnival cruise specialist (If desired, I can send a copy of the medical form portion that we sent in on our travel insurance). However, the folks at the travel protection/insurance company told me they do not cover cruise credits.

In reply to previous correspondence I was told “We regret to inform you that we are unable to honor your request to reinstate your 50% discount offer for a new sailing as it was already redeemed on booking 8Q2SW4. Although that booking was canceled, the discount is still held on the booking which lowered the amount that was paid, and the amount that was penalized for the unexpected cancellation.”

Penalized? I do not believe it is fair to be penalized for something I never used especially since Carnival’s web page for your Vacation Protection Plan states ‘Carnival Cruise Vacation Protection Plan offers you a piece of mind in case of emergencies.’

Everyone at Carnival has been so nice and very helpful, from our cruise specialist (Deborah Denny) who booked our two cruises to the on-board crew of the Pride who did a commendable job of entertaining us despite the hurricane. We are certainly willing to try another Carnival cruise and would be most grateful if you would restore our cruise credits from our Sep. 2015 cruise.

Thank you for your consideration,


Carnival Reply #1 "Please be advise that we are unable to reinstate your 50% discount as the reservation you applied to canceled in full penalties."
Carnival Reply #2
"Thank you for contacting us. We appreciate the opportunity to be of assistance.

Although we respect your continuing interest in this matter, our position will remain the same. We regret to inform you that we are unable to honor your request to reinstate your 50% discount offer for a new sailing as it was already redeemed on booking 8Q2SW4. Although that booking was canceled, the discount is still held on the booking which lowered the amount that was paid, and the amount that was penalized for the unexpected cancellation.

I know this is not the answer you were hoping for and apologize for any disappointment in this regard. Please keep in mind that if the discount was removed from your canceled booking so that it could be applied to a new reservation it would increase the cruise fare and create a balance due. It is for this reason that discount offers may only be used once.

We take this opportunity to reiterate the sincere apologies previously expressed and leave you with our best wishes.

Sincerely,
Amanda Rivera
Guest Administration Coordinator"
 

Patina

Verified Member
Dec 22, 2015
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#2
I commend you for having the foresight to seek assistance with your request for a credit reinstatement. I personally feel your letter is very good minus two paragraphs: the one that starts with In reply to previous correspondence.........AND the paragraph that follows it; the one that starts with Penalized? I would omit them from your letter. Also, I would not include the previous responses as I am sure it is noted somewhere in their records. Keeping your letter brief, professional and polite (which it is) is the best way to go.

Here is the link for Carnival's list of execs:

http://elliott.org/company-contacts/carnival-cruise-lines/

Start with the first exec. Wait one week for a response before moving to the next exec on the list. Please do not email all of them at the same time.

There will be many others offering some guidance so please wait a day or so before you proceed as I am sure the advocates and/or regular posters will have some additional advice.

I am so impressed with your approach that if I had any say, I would grant you the credit! Good luck and please come back here with updates!
 
Feb 9, 2016
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#3
There's a lot of text here and I didn't read it all but - do you have another cruise booked on Carnival? I'm thinking you are going to have a stronger case if you can ask them to apply the credit to your new reservation. Something to think about.
 
Jul 13, 2016
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#5
Shot down again by Carnival! I send an email to Arlene Marichal, Sr. Director - Guest Services, as listed on your web page of contacts and received the following reply:

Hello Scott and Glady,

I hope this email finds you well. I am replying on behalf of our Executive Offices. We hope to welcome you aboard soon!

I have double checked with our Adminstation Department and any Future Cruise Discount (FCD) cannot be reapplied after it has been redeemed. We must respectfully advise that we're unable to honor your request for special consideration. We understand that you were not able to use it due to Glady’s health and hope she will be well enough to travel in the future. As I understand, you had the VPP Vacation Protection and were reimbursed for the amount that you had paid for the cruise.

We know our success depends on our guests and we treat all guest inquiries very seriously. We hope that you decide to sail with us again, and certainly hope the weather behaves if you do!

Have a great evening!

Kind Regards,

BarbWentworth
 
Feb 9, 2016
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#7
Sounds like, once you apply that unique coupon code to an existing cruise, the code itself becomes invalid.

Ask them if it would be possible for them to issue a new future cruise discount number to apply to cruise X that you want to book (you need to have a specific cruise picked out)
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#8
I agree with sas80 - it seems to be a one time use credit. Those credits usually have an expiration date as well.

I would write back and ask them to please point you to their policy of use on future cruise credits and the fact that they are non - refundable. I have scoured the Carnival website and have not been able to find anything that states that.
 

mmb

Verified Member
Jan 20, 2015
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#9
I agree with sas80 - it seems to be a one time use credit. Those credits usually have an expiration date as well.

I would write back and ask them to please point you to their policy of use on future cruise credits and the fact that they are non - refundable. I have scoured the Carnival website and have not been able to find anything that states that.
Excellent idea.
I use this tactic with health insurance problems.
The policy usually says something to the effect of:
'If medically necessary.'
I point them to that and tell them my doctors says it is medically necessary.
 
Likes: Neil Maley

jsn55

Verified Member
Dec 26, 2014
6,650
6,644
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San Francisco
#10
Excellent idea.
I use this tactic with health insurance problems.
The policy usually says something to the effect of:
'If medically necessary.'
I point them to that and tell them my doctors says it is medically necessary.
I love that 'medically necessary' phrase! Um, let's see .... I had my arm wrapped up in plaster and gauze because I thought it would be fun. OF COURSE it's medically necessary you idiot! I guess if you've had experience dealing with the claims dept of your health insurance, you're in a better place to deal with "there's no reason for it, it's just our policy" kinds of issues when it comes to travel.

This group's out of the box thinking and creative advice is always a wonderful thing to experience.
 
Likes: AAGK
Aug 28, 2015
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New York
#11
Shot down again by Carnival! I send an email to Arlene Marichal, Sr. Director - Guest Services, as listed on your web page of contacts and received the following reply:

Hello Scott and Glady,

I hope this email finds you well. I am replying on behalf of our Executive Offices. We hope to welcome you aboard soon!

I have double checked with our Adminstation Department and any Future Cruise Discount (FCD) cannot be reapplied after it has been redeemed. We must respectfully advise that we're unable to honor your request for special consideration. We understand that you were not able to use it due to Glady’s health and hope she will be well enough to travel in the future. As I understand, you had the VPP Vacation Protection and were reimbursed for the amount that you had paid for the cruise.

We know our success depends on our guests and we treat all guest inquiries very seriously. We hope that you decide to sail with us again, and certainly hope the weather behaves if you do!

Have a great evening!

Kind Regards,

BarbWentworth
That is a shocking outcome. I didn't anticipate this one at all. I hate phrases like "already been redeemed" in response to a consumer request as if that's like a real thing, rather than an administrative decision. It's an annoying euphemism. I don't even understand their point of view as a business decision.
 
Likes: jsn55