Complaint Review: Carnival Cruise Lines Mr Robert Dickerson President

As has been stated above, employees that receive the tips on most cruises do collect a wage. In most cases, that wage is considerably lower than you might think. Because they have to take into account tips as income, just like servers at your local cafe, they are paid less than expected, usually substantially less than minimum wage.

There are many employees that work, on and off the ship to make your stay enjoyable. From entertainment, to doctors and nurses, the captains, and even customer service people that have to respond to people with bad attitudes. Your cruise money was spent on them.

I have worked as a waiter in a nice restaurant and made $2.30 and hour in wages. It would not surprise me if that is close to the mark.
As for the complainer's response, you were given the information, but apparently don't like to read. So don't blame the staff. Blame your lack of reading skills. And may I suggest not spending more than $100 on anything without knowing what your are buying. READ, PLEAZE.

...working 7 days a week for 6 month straight and always having to smile...

We just came back from a wonderful 4 day cruise on the fantasy. We found out by talking to the staff, that there where only 2 American staff people on board, when we asked why they told us that Americans do not want this job because you are not off for 6 straight month...

How could you possible think not to tip those people.

I have Sailed with Carnival several times in the past. I have found that if you pay for the ticket with a cedit card. when you arrive on-board you have the option to put cash on the card carnival gives you.. at the end of the cruise. I pay cash to the people I think deserved the tip. and of course the steward will never turn down a cash tip... OH and those envelopes they slide under the door... I think that they are still there.. Dont get me wrong folks I tip accordingly. but just to the right people.. bottom line: Pay with cach and you decide who gets the tip.

Employees on cruise ships make most of their pay on tips. If there was no tipping required, then the cruise lines would have to pay their employees much more, which in turn your cruise would have cost much more, and in the end, it would cost you just as much as if you tipped like a normal person.

Next, this was probably an employee error that you encountered, not a Carnival scam. I think they went out of their way to try to please you, and you were just waiting and hoping for a free cruise in the Royal Suite. Quit your whining. If you're that cheap, you should have stayed home.

Furthermore, I'll give you some good advice if you want good service on your next cruise. Give your steward and waiter an above average gratuity in cash on the first day of your cruise, not at the end. This will tell them that you expect great service for the next 6 days, and chances are that you will get diplomat service for your entire vacation.

I too received the "generous" 10% off coupon from Carnival. I had sent a letter with several complaints about our last cruise with them which was our 4th cruise with them. We were not new to Carnival, but their tipping policy was new. Even though adjustments could be made to the tips charged, there is still no assurance that the employees receive the full amount of the tips and that Carnival does not charge their employees a handling fee.

Anyway, we spent $6,000 on this cruise and requested a $225 refund for two shore tours which were nothing as they had been advertised to be and had even received a partial refund while still on the cruise. Carnival had acknowledged that one tour was a bad shore tour.

So after having already spent $6,000, Carnival's offer to SPEND AN ADDITIONAL $3,000 TO $5,000 in order to receive a 10% discount is ludicrous. I was not requesting an opportunity to spend more money with Carnival. I was requesting a refund of monies paid already for bad service.

I don't see what the big fuss is about. Whether the policy is fair in your eyes or not, you were privy to it...it is divulged information. One responder printed Carnival's gratuity policy FROM THE WEBSITE so where is the fraud? I'm sure this wasn't the only place Carnival disclosed their tipping policy. Why didn't you simply do a little research to educate yourself on what to expect on a cruise?

In an attempt to appease you, Carnival offers a 10% discount on another cruise and you say "Carnival could of done better than 10% off".

What are you expecting?...50% off?...a free cruise? You actually contacted the media over this. It sounds like you're trying to scam Carnival out of a free cruise and their tipping policies were all you could come up with.

My husband and I recently took a Western Carib. cruise. I understood from READING the pre-boarding information that tipping would be included. I also understood that it was necessary because, most times, the last dinner of the cruise the diners don't show up because in the past that was when you tipped the folks who had been knocking themselves out all week for your tips. The wait staff live on those tips and send them home to support their famiies.

I am rather amazed at the venom on the part of this "wounded victim!" Reading over the lengths they've gone to in order to "get even." Really, it's grow up time. READ the data provided before you go pal. I don't know what else Carnival could have offered you. Quit the tantrum, seems you are cheap AND petty!

I recently sailed with my husband aboard Carnival's "Imagination" Fun Ship from the Port Of Miami. As first time cruisers, we had no idea what to expect. But, after reading "Welcome Aboard - What To Know Before You Sail" I had the knowledge I needed to have a GREAT vacation. As for the tipping policy, Gratuities CAN be adjusted at the Purser's Desk. As my husband is unemployed, we couldn't afford the recommended tipping guidelines, so we went to the Purser on embarkation night, after dinner.

The adjustment showed up on my Sail And Sign statement. As far as shore excursions go, I saved money by going on a shopping tour via taxi on my own - and bought souvenirs at Cozumel's Chedraui Supermercado instead of on board at the gift shop. Also, instead of paying higher rates for the in-cabin satellite phone service, I was able to purchase a 10 minute international phone card for 50 Pesos - $5.00 U.S. I was able to call home for only 50 cents a minute!

The spa was wonderful, too! You DON'T have to pay for a gym class if you don't want to. There are instructor-led classes for those who want to work with an aerobics instructor. I used the free weights, treadmill, balance ball and whirlpool FREE! Shower facilities and lockers are also available on a complimentary basis.

Just get a lock and key from the spa's receptionist before entering the gym. I know Carnival has had its share of publicity, both bad and good. I just wanted to say that my experience was totally different from that of the guest in California, and I look forward to sailing again soon.

I wholeheartedly agree with the above response. I should have the right to tip anyone on a cruise ship that I felt did and exceptional job at customer service beyond the employers requirements and my expectations. Which means to me that: Although the cruise line is in business to give their passengers wonderful customer service, a particular employee has done a job above and beyond what was expected, therefore not only does the employee get a wage for doing his/her job, but I am now giving them a gift (tip)directly for treating me so well.

A customer should never be expected to tip because it is a policy nor should it ever be included in your bill, be this on a cruise ship, in a restaurant or wherever. This is like saying to a customer, "even though your service may have been terrible and we are paying our staff to do their job, you still have to give them more". What a ridiculous business idea.

The cruise lines should remove this from their policy. It should be up to the consumer to leave a tip based on the service they received. And yes, there will be those people who won't leave a thing....but there are far more people who will do what is the right and ethical thing to do when they have been treated well by someone who is in the service industry.

First of all, as a correction to a previous comment, not ALL cruise companies arbitrarily bill you for tips. Holland America still has a no tipping policy and their service is impeccable.

Secondly, Webster's defines tip as "to give a small present of money for some service" and present as "make a gift of, bestow". I do tip and tip well for exceptional service received no matter where it is, but why does Carnival feel that I HAVE to GIVE A GIFT to everyone who waits on me. It is Carnival's responsibility to pay their employees a wage to provide a service. It is NOT my responsibility to give their employees gifts.

Thirdly, how do I know that the total of what I do authorize as a tip goes to the employee? Contrary to what has previously been said, there was NO opportunity to designate a specific employee. Does Carnival deduct a processing fee from the tip before giving to the employees? Do we think that Carnival does the extra paperwork and accounting free of charge? NO, I don't.

When I give an employee cash, I know he gets it all and gets the exact amount I want him to have. If some guests don't tip, that's the breaks, but not everyone who eats in a restaurant leaves a tip. Not everyone who gets a haircut tips their hairdresser. Passengers should not be expected to give "gifts" if they don't feel inclined.

Finally, I have a list of complaints from my 4th Carnival Cruise. I requested a $225 refund from a $6,000 cruise and also received their bogus offer of 10% off an opportunity to spend additional thousands of dollars with them in the next 18 months. I only received this offer after 3 letters had been totally ignored and no response. Get the message folks! Carnival does not care about you, the passenger!

I am in agreement with some of the writers regarding tipping. I myself have been in the travel business for over 27 years, the last 15 years in a combination of working directly for cruise lines and travel agencies.

Too many times, I hear horror stories about passengers who completely stiff the staff on board a cruise ship. My employees at the agency I work at are forced to advise all new passengers about the tipping policies. That it is not included in your fare but is fully expected by the staff.

We even tell you the amount you can expect to pay at the very minimum based on the length of the cruise. If your travel agent did not inform you of this, then shame on them. The fact that you even stated that you enjoyed most of your voyage and then decided to get cheap and not pay your bill indicates your ignorance. All major cruise lines now apply the tip to your bill. They make it difficult to remove because people like you who want all the benefits but not the bill come along. They work hard for their money and would like to receive it, not be denied it because one particular person pissed you off.

Please spare the cruise industry employees the favor of your company again. It is no wonder that the above past Carnival employee, Sandra, is just that. A PAST EMPLOYEE! With negative attitudes like hers, no wonder she is not working there anymore. I used to work for Carnival and have nothing but fond memories of the family environment they try to put out.

I suggest folks do some research before getting on board. This is right from Carnival's web site:
Guests can pay their shipboard gratuities in one of two ways:

1. Reverse Gratuity Policy - For our guests' convenience, we automatically add the recommended gratuities to the onboard Sail & Sign account on embarkation day.

Guests will have the discretion to adjust these gratuities based upon the level of service received during the cruise. This includes the option to adjust gratuities (up or down) for any individual on the Dining or Housekeeping staff. In order to do so, the guest will need to visit the Information Desk on board.

2. Pre-Paid Gratuity Policy - Gratuities are pre-arranged and paid at the time of booking or any time up to two weeks prior to the sail date.

All guests on each booking must prepay the gratuities, with the exception of children under two. The pre-paid gratuities can not be removed once the booking has been ticketed. The guest will not have the option to adjust the gratuities (up or down) based on the level of service received during the cruise.

The dollar amount of the gratuities will appear in the Miscellaneous Charge field on the booking. The guest copy on the cruise ticket will indicate if gratuities have been paid.

The total amount will be $10 per guest, per day, which breaks down as follows:


$5.50 pp/pd for Dining Team Service (Headwaiter and Waiter)
$1 pp/pd for Bistro Service (Waiter/Cooks)
$3.50 pp/pd for Cabin Services (Cabin Steward)
Tipping the Maitre D' is strictly at guest's discretion, based upon services rendered. For guests who wish to extend this gratuity in cash, an envelope will be available on the last evening of the cruise.

Tipping still applies regardless of the dining options selected, such as eating at the casual dining restaurant or utilizing room service.

Bar Waiters, Deck Stewards and Bell Boys - Certain personnel, as noted above, may be tipped as service is rendered. A 15% gratuity is automatically added to beverage purchases which the guest may adjust appropriate to the service received.

Note: Guests under two years of age are not required to extend gratuities.
=============================================
So why the outrage?

No suprise this is your first cruise. You will find that 90% of cruise lines do not give you a choice, the tips are on your onboard account when you get on the ship. I have taken several cruises and Norwegian started this trend 5 years ago with their freestyle cruising. Think about what you paid for your tips. If you would have gone to eat out 6 days for 3 times a day what would you have left each time? If you put down the 15% that "most" do, then I think you would pay about $180.00 or so, but what you failed to mention is the tips are not just for the dining area's. They are also for your room attendant, and others. Carnival is a great cruise line. You should have taken the 10% as a gift, you were in the wrong. Your next trip should be a bag of chips at the motel 6 pool area!! Nobody will expect a tip there. Oh, it also seems that because they "employees" are not of American decent is that why they should be paid less? Sounds like you are a little contradicting?

No suprise this is your first cruise. You will find that 90% of cruise lines do not give you a choice, the tips are on your onboard account when you get on the ship. I have taken several cruises and Norwegian started this trend 5 years ago with their freestyle cruising. Think about what you paid for your tips. If you would have gone to eat out 6 days for 3 times a day what would you have left each time? If you put down the 15% that "most" do, then I think you would pay about $180.00 or so, but what you failed to mention is the tips are not just for the dining area's. They are also for your room attendant, and others. Carnival is a great cruise line. You should have taken the 10% as a gift, you were in the wrong. Your next trip should be a bag of chips at the motel 6 pool area!! Nobody will expect a tip there. Oh, it also seems that because they "employees" are not of American decent is that why they should be paid less? Sounds like you are a little contradicting?

Hi I am an ex Reservation Agent of Carnival Cruise Lines. I quit after workign there for only a few months because of the conditions, long hours and lack of courtesy towards their employees.

I know that I would NOT have taken that 10% off discount either After working for them and realizing the conditions that most workers have to endure while onboard I would never support Carnival in that sort of treatment. I've noticed that people ask if these workers aren't trained becasue they don't understand certain requests or aspects of customer's needs. On that note most of the employee's on Carnival's ships aren't American or always speak proper english. Alot are Phillipino's, Greeks, Latino's & from other places.

Mainly because they can be paid less and Carnival doesn't have to always abide by US laws when it comes to mistreating them and ripping them off. Of course this is where ripping the consumer off. They believe they can do that to consumer as well and that's the mentallity within this company's corporate offices and elders.

Thank You Nick. You're 100% right when it comes to the tipping. Me and my family were forced to pay for services that we never received. Carnival may of ripped us off the first time since it was our very first cruise.But the next time I take another cruise with any cruise line other than Carnival I'll know what to watch out for and they won't tell me how much to tip.

The one person that deserved the whole $136.50 in tips that we were forced to pay out was our room steward. He was very nice and kept our cabin very clean.

I also found out recently that when you get on the ship you can request that the Automatic tipping thing be removed from your sail and sign account.

Thanks and take care,

So you have a crappy trip and they want you to take another crappy trip at 10% less. Well it will still be 90% crap.

If the employees don't understand the tipping how are the guests to understand it. Don't they have training classes. I run a business center in a hotel (I"m the systems admin) and ANYONE in their MUST pass my test to know EVERYTHING in that center. If they can't they don't work and I pull in someone at overtime. The GM doesn't like it but always gives in because it's simply a matter of good guest relations. Seems like this cruise company needs to train its employees or just nix the tip thing and let people tip what the market bears.

I know if I am ever forced to tip I simply will request NO TIP is left. I usually tip 20-25% but I'll be darned if anyone will tell me what the service was worth. I DECIDE.

I believe you are basing your entire argument on incorrect information. I recently took a cruise out of Tampa on the Inspiration and know for certain that you can adjust your gratuities however you would like (ie. give more to the dining room staff, less to the room stuards, more to everyone, less to everyone, etc). I did notice, however, that not all of the Information Desk staff understood everything perfectly. It sounds as if the staff member you spoke to did not fully understand your request. Carnival does pride itself in customer relations while onboard.

I had a slight problem with a bartender, and they spoke to her immediately about the problem. In addition, it sounds as if a 10% reduction on another cruise would certainly take care of the first and second cruise gratuities, since it sounds as if you would like to cruise again. In my opinion you seem to be merely looking for a fight.

Received a letter today from the Attorney Generals Office In Sacramento Ca saying that I need to file a complaint with the Federal Maritime Commission in Washington DC.

I received a letter on 4/17/03 from the DA's office saying that my complaint was forwarded to the Attorney Generals Office in Southern Ca. The Letter read,

To: Attorney General
Sellers of Travel
300 South Spring St.
Los Angeles Ca 90013-1230

From: Donna ***********
Investigator

Business: Carnival Cruise Lines

Enclosed is a consumer complaint the we believe falls within the jurisdiction of your agency. A copy of this letter is also being sent to the consumer, to notify them of the referral of their complaint to your agency.

Thank you for your cooperation.

Received 4/17/03 via US Mail.

To: Attorney General
Sellers of Travel
300 South Spring St.
Los Angeles,CA 90013-1230

From: ***** **********
Investigator

Business: Carnival Cruise Lines

Enclosed is a consumer complaint that we believe falls within the jurisdiction of your agency. A copy of this letter is also being sent to the consumer, to notify them of the referral of their complaint to your agency.

Thank you for your cooperation.

***** **********

Enclosures

cc: Leonard *******

Received 4/17/03 via US Mail.

RE: Elation,01/12/03,******,****

Dear Mr.*******:

Thank you for contacting us regarding our previous response to you.

Our orignal response was a sincere effort to address the issues brought to our attention. I assure you there was no attempt to trivialize or disregard your comments and observations.Please accept our sincere apologies for any comments in our letter that may have been perceived as inappropriate.

I was sorry to learn of your continued disappointment with your Carnival cruise vacation. Providing a quality cruise experience is top priority at Carnival Cruise Lines. Therefore,it was disturbing to learn you met with such frustration in the course of your cruise holiday. While I understand your position,I feel the gesture extended was fair and equitable. Regrettably, no further concessions may be granted in this instance.

It is always discouraging for us to learn that our guests have returned home disappointed. We hope you will give us an opportunity to welcome you back. I am sure your next cruise with us will exceed your expectations.

Sincerely,

******* ***
Senior Advisor
Office of the President

Received a phone call today 4/17/03 from ABC Channel 7 News in San Francisco. Wanted to know if I still needed their help. I told them yes. They told me they are going to call Carnival.

Received a letter today 3/28/03 from Steve Cooley District Attorney Los Angeles Co.

Dear: Mr. *******

Re: Carnival Cruise Lines

Thank You for your recent inquiry to this office. Your correspondence raises an issue which is appropiate for the Los Angeles Co Department of Consumer Affairs, an agency that works with consumers who have individual complaints against local businesses.To do this job, the department has a staff of consumer assistance specialists who are trained to find out the facts and to attempt to achieve arbitrated solutions to consumer problems, including obtaining refunds or other remedies, as appropriate.

The District Attorney's Office serves as public prosecutor,bringing criminal charges and civil lawsuits where the interests of the public at large are involved. This office is not authorized to resolve or mediate individual consumer complaints. As your matter appears to involve an individual consumer problem, I am referring it to our colleagues who are better equipped to handle it, at:

Department of Consumer Affairs
B-96, Hall of Administration
500 W. Temple St
Los Angeles Ca 90012

After that agency has inquired into your complaint,their representative will contact this office should your complaint be part of an appropiate case for the District Attorney's office.

I hope this information and referral are helpful to you. Thank you for bringing this matter to our attention.

Very truly yours,

STEVE COOLEY
District Attorney

By Araceila Ibanez, Supervising Investigator
Bureau of Investigation
Major Fraud Division

I want to say Thank you to Jason. You hit it right on the button when you said that we where the victims of fraud. I to will never travel with Carnival again. I'm going to continue to write to the media and to public agencies letting them know about Carnival. I even plan to write to the DA of Miami Flordia,and to a few Miami Flordia and Southern California News stations.

I want to say Thank you to Jason. You hit it right on the button when you said that we where the victims of fraud. I to will never travel with Carnival again. I'm going to continue to write to the media and to public agencies letting them know about Carnival. I even plan to write to the DA of Miami Flordia,and to a few Miami Flordia and Southern California News stations.

I want to say Thank you to Jason. You hit it right on the button when you said that we where the victims of fraud. I to will never travel with Carnival again. I'm going to continue to write to the media and to public agencies letting them know about Carnival. I even plan to write to the DA of Miami Flordia,and to a few Miami Flordia and Southern California News stations.

Dear Karen who needs a break, the point of this complaint is that the consumer(s) were victims of FRAUD committed by Carnival Cruise Lines. They make a legitimate case of being coerced into paying money to Carnival Cruise Lines. Carnival's own action in covering up the fraud speaks volumes.



Not many people like to be victimized and I applaud this consumer for making use of every venue to warn others.



The first time I travelled with Carnival Cruise Lines, the staff was incredibly, incredibly inefficient and rude. (I found out later, that they had been forced to stay on board for a longer period of time due to a shortage of employees.) I wrote a letter of complaint to Carnival and was sent 10% discount tickets. This satisfied me and I continued to travel with Carnival. But, I will no longer travel with them because of this fraud. If we don't stand together against these parties that use and abuse the public, when will they ever change? They won't.

OK, so you complained about the tipping, so they in effect reimbursed you for 1/3 of the amount you paid, AND gave you THREE 10% off coupons to use on a future cruise. And that is not good enough for you? How much do you think an appropriate tip should be? It sounds to me like you are nothing but a cheapskate hoping to have a cheap cruise by stiffing all the employees who were there trying to make your cruise more enjoyable for you!! Give me a break!!

Fax sent on Monday March,10,2003 to the special advisor office of the President Carnival Cruise Lines.



Dear: Ms. ********



Thank you for responding to my recent letter about our recent Carnival cruise. However I disagree with you about Carnival's tipping policy. Myself and my family where never giving the option to decline automatic gratuities or to make any adjustments. A Purser by the name of ****** **** did discount 1 person from paying tips but made us pay $136.00. She never asked how much did we want to give in tips.



I Thank You very much for the three 10% off certificates you mailed to me and my family, however we have chosen not to accept them. I will be mailing them back to you. I feel that Carnival could of done better than 10% off. It will take more than 10% off to get me and family back aboard one of your ships. If you should have any questions feel free to call me at ***-***-****



Sincerly,



Leonard * *******



cc: KGO TV San Francisco CA

KRON TV San Francisco CA

Ripoffreport.Com

Received a letter today 3/8/03 from Carnival Cruise Lines. Saying the following.



RE: ELATION 01/12/03, Booking # ******, Cabin # ****



Dear Mr. *******





Thank you for writing to us regarding your cruise aboard the ELATION. We appreciate the opportunity to respond to your comments.



With regard to the tipping aspect of your cruise vacation, our fleet and Welcome Aboard brochures state that tipping is at the guests' discretion. We have implemented the automatic gratuity program as a convenience to our guests. However,you do have the option of declining the automatic gratuities or adjusting them to your preference while on board. We regret any misunderstanding in this regard.



As a gesture of our concern, we would like to extend to you, Mr.

******* *. ******* and Mrs.***** ******* a ten percent discount which can be applied toward a future Carnival cruise. the discount must be redeemed within 18 months from the date of issue and may be combined with many already discounted fares excluding full chartered sailings. The discount is non-transferable and applicable toward the cruise only portion of your cruise fare.



Please present the enclosed certificates to your travel consulant at the time of booking. The travel agent must inform Carnival of the discount at the time of reservation and forward the orignal certificates to the Research Coordinators in our Reservations Administration Department.



To enhance your next cruise experience with us, we would like to extend to you a special gift. Please call our guest Relations Department 45 days prior to your next cruise to make the necessary arrangements. Our toll-free number is 1-800-***-****.

Any of our Special Advisors will be happy to assist you.



Mr. *******, thank you again for giving us the opportunity to be of service. We look forward to welcoming you back on aboard in the very near future.



Sincerly,



******* ********

Special Advisor

Office of the President



---------------

I'm not going to accept the certificates they will be mailed back to Carnival. Carnival could of done better than 10% off.



Also we were never giving any option to decline paying tips. Will keep everyone posted of what happens next.

Received a letter from KGO-TV will not air story. But will call Carnival on my behalf to try to resolve this matter.

Received a letter from KGO-TV will not air story. But will call Carnival on my behalf to try to resolve this matter.

Received a letter from KGO-TV will not air story. But will call Carnival on my behalf to try to resolve this matter.

Received a letter from KGO-TV will not air story. But will call Carnival on my behalf to try to resolve this matter.

Received a call this morning 2/11/03 from KRON TV my complaint has been forwarded to the producers.