Posted May 27th, 2017, 03:23 AM
Carnival are very slow at notifying people it would seem; the below was sent to a passenger as late as two days ago
and was the first this person knew of the issue (which had occurred the previous week).
Dear Mr xxx,
I would like to apologise personally for the issues that you may have faced as a result of the recent payment error.
Elavon is required to retain historic data for reference and audit purposes and since we were notified on Friday, we have been working at the most senior level with Elavon, the card payment processor, to understand fully exactly what happened and how it happened.
I am sorry that it has taken a number of days to establish the facts, but Elavon needed to complete a thorough investigation into the system fault to ensure that the right corrective action is taken to prevent further occurrence. We are now confident that Elavon understands the cause and we have an absolute assurance that it could not happen again. I would also like to confirm categorically that this was not a result of a security breach and that no personal information has been compromised or put at risk at any time.
We have also been working with all UK banks to put in place the quickest way to correct the issue. The banks and credit card issuers have all been notified and I am pleased to tell you that they are doing everything possible to speed up the refund and pre-authorisation reversals.
Unfortunately, I cannot give you absolute clarity on timescales as each bank differs in its processes. However, as a result of these actions we have been advised that all corrective actions should be finalised by this weekend.
If you have incurred any bank or credit card charges as a result of this incident we will reimburse you and I will write to you again at the end of this week with details of how to claim.
Once again I apologise most sincerely but please be assured that we are doing all we can to resolve this as soon as possible and equally to ensure that it cannot happen again.
Senior Vice President
The person concerned still has a large "hold" showing on their account as of this morning...