- Report: #1411285
Complaint Review: Carnival Cruise Line and Hurricane Irma - Miami Florida
Reported By:
Gwendolyn -
Concord, North Carolina, United States
Submitted:
Updated:
-
Author Not Confirmed
Why?
Carnival Cruise Line and Hurricane Irma
Miami, Florida, United States
Web:
Carnival.com
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Carnival Cruise Line and Hurricane Irma Carnival is not giving cash refunds to passengers scheduled to travel on the Vista, 09/09/2017 caused by Hurricane Irma. Miami Florida
I was a part of a group of 25 people sailing on Carnival Vista on 09/09/2017 from Miami, Florida. Most were traveling from Philadelphia, two from Atlanta and myself, from Charlotte NC. We were extending our vacation by reserving hotel rooms for 09/07/2017 in Miami. We all booked flights with American Airlines. our cruise was for 8 days and visiting 4 islands, St. Kitts, St. Marteen, Turks and Caicos and Puerto Rico. All 4 islands got hit by the storm.
We waited for word from Carnival as to the status of our cruise. On 09/06/2017, Carnival's website reported cruise cancellations and rerouted for ships on the sea. Those that were cancelled would receive full refunds. No plans were set forth for Vista. On 09/07/2017 the site set the new route for the ship to leave the port, which was closed, on 09/12/2017 To 2 islands, Cozumel and another island. The airport was cancelling flights and our rooms were cancelled. On the 9th we changed our flights to the 12th which would get us to the port in enough time to board the ship. I was able to get a first class seat for $299.00 because American put a cap on flights from Charlotte. On the 8th they changed it to the 13th making it a 4 day trip to Cozumel only. We could not get flights or hotels to stay overnight. The web news stated that the passengers on the Vista would get prorated and a future cruise. Those that didn't sail would get a future cruise, no refunds. They cited their policy that as long as the ship sailed, passengers could travel. They cancelled a few ships leaving on our departure date.
Of the 25 in our group, only two went because they drove from Atlanta. There were 5000 people, including staff that were unable to travel and 850 passengers were on board. How can they keep that much money from people who don't want a future cruise. I felt secure because I bought trip protection for $189.00 from Allianz Insurance, the cruise lines carrier. I called Carnival on the 9th and spoke to a young woman that informed me I would get my money refunded in 3 weeks. Five weeks pass and still no refund. I call Carnival again and after a 40 minute wait I was connected to a young man that was very rude, and transferred to someone who transferred me to group booking. I was apologized to with sincerity but told I had to file a claim with Allianz. I did on 10/17/2017 and was sent an email asking for at least 5 documents, which included ship's policy on reroute and payment verification. I checked Hurricane Irma as my reason for not being able to travel. I paid over $2500.00 for a single room. On 11/06/2017 I received another email that I needed another document. I called wondering what they could possibly need. The woman I spoke to said I needed proof of payment like my bank statement with all other transactions blacked out. I asked to speak to a supervisor and was connected to James. He gave me the scripted words and apologized trying to reassure me everything would come to him and he would personally send it to review so as to skip the 7-10 day waiting period. I never sent the document but sent another claim that i bought for the shortened cruise. He assured me he would have that combined with my first claim. On 11/09/2017, I received an email from Allianz stating that my claim exceeded the maximum I could have insured and would be receiving $433.00. The insurance cost $189.00 which makes me gat a whopping $200.00 for my claim. After receiving this I felt I needed some legal help because it wasn't just me that were having their money withheld. I would like to sue but I know they will use the policy of having the right to reroute. I want to have that clause revoked. I want my money that I felt was protected but not so.
