Below is a letter sent to Carnival.
Their response was no concession.
We promised to publicize this as much as they were unflinching, so here is the horror story...
Date: Dec. 19
From: Ricky Y. Chen
4790 Irvine Blvd
Ste 105 #266
Irvine, CA 92620
(949) 756-8911
[email protected]
To: Carnival Cruise Lines
Guest Relations Department
Subject: Service Complaint, Refund Claim.
Booking# 24NM90 Destiny, Sailing Date: Dec. 10
Dear Madam or Sir,
Our cruise with Carnival took a turn for the worst, when the ship Destiny left Cozumel before the scheduled 10pm Dec 12th. I was left stranded, and had to find a taxi, hotel to stay for the night, ferry to the main land the next day, bus ride to Cancun, book an airline ticket, and deal with corrupt Mexican Custom in order to reunite with my family back in Miami Port where Destiny returns.
Our family had planned this trip, so the family can spend quality time together, since my Mom is recovering from breast cancer.
From the point I missed the Cozumel departure, the Cruise Line performed poorly as follows:
1. Ship leaving before scheduled 10pm.
2. My parents asked the security to update them any time, around the clock, when new information about my where about becomes available. But when I called a third party to notify ship security on the Dec 13th.7pm. My parents were not notified until late the next morning.
3. For the remainder of the cruise, my parents lost appetite, and couldn’t sleep for days. My Uncles and Aunts who were also onboard had their trip ruined as well.
4. At Miami port, my parents’ bags were taken away, without notifying them, thus aggravated the situation for the worse. My Mom had to chase it down at the Information, wondering if their luggage was stolen by theft.
5. At the Miami Port, Destiny security interviewed me with rude attitude, as if I was a criminal, demanding me to stand accounted for my where about.
6. At the Miami port, no managers were ever to be seen to resolve the issues, and relied on port service representative as go between. The service reps. Mis-communicated to the invisible manager, blame the customer for their wrong assumption that I had my own room, and thus packed my bags without checking and notifying my parents.
7. The service rep also tried to send me away, without correctly understanding the situation that my luggage was on board, and that I had missed the ship at Cozumel. After I persisted, did the service rep. Relent and talk to the manager, and came back blaming the customer for not explaining properly.
While missing ship departure is unfortunate, and not uncommon,
How the cruise line handle the situation is more crucial in this competitive market.in this case, Carnival had handled each step for the worse. Not only did Carnival fail to resolve each issues as they arise, but Carnival also let the problem compound, diverge, and aggravate.
If Carnival wish to retain us as customers in the future, and wish to turn this unfortunate incident into a positive marketing and public relations exercise, we ask for full refund for all three passengers: Robert Chen, Maude Chen, and Ricky Chen.
We can then tell our network of friends and family how the trip had been happily recovered.
Regards,
Ricky Chen.
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