Carnival Group Payment Problems.

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#21
Lincolnshire
934 Posts
Joined Apr 2009
Originally posted by vannerhawk
Cunard says they will reimburse any bank charges if you email them proof
Big deal, I am affected and what about all the phone time and running about ??
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2006 Carnival Valor – E Caribbean
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2008 Carnival Pride - Mexico
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#22
Vale of Glamorgan
3,461 Posts
Joined Aug 2007
Originally posted by davenew
Big deal, I am affected and what about all the phone time and running about ??
Sorry to hear you have been affected.

Is this only a problem for people who booked direct with Cunard ?
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#23
Farnborough, Hants England
528 Posts
Joined Apr 2008
At least Cunard have owed up as soon as they knew of the problem. My bank has told me that I will have access to my missing funds on Wednesday .
#24
Chester, UK
1,406 Posts
Joined Apr 2011
Originally posted by Host Hattie
Sorry to hear you have been affected.

Is this only a problem for people who booked direct with Cunard ?
My booking was directly with Cunard and what they have done is debit the same amount as the last amount I paid them a few months ago. It's on my CC so it's not caused me any problems, but it would have done if it was on my debit card (i.e. current account).
#25
Norfolk UK
749 Posts
Joined Aug 2010
It's bookings with travel agents too. Ours was on the debit card so have £428 tied up until it's gets sorted. Shouldn't be a problem for us, but very disappointed with the way Carnival are handling it. Need to own the problem rather than blame a third party. Have to say the reaction to the issue is a lot more civilized on the Cunard board than P&O
#26
Melbourne, Australia
2,604 Posts
Joined Dec 2008
Mine was credited back this morning thank goodness! I was glad that Cunard emailed me and now am glad that it has all worked out, but I hope this does not happen again.
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Barbara

Previous cruises:
QM2 - Mediterranean Delights May 2009
QE - Aegean Introduction Nov 2010
Volendam - Pacific Treasures Feb 2012
QM2 - WC Segment SIN to MEL Feb 2013
QE - WC Segment SOU to HK Jan 2015
#28
Lincolnshire
934 Posts
Joined Apr 2009
Originally posted by Host Hattie
Sorry to hear you have been affected.

Is this only a problem for people who booked direct with Cunard ?
I think it affects all of the UK side of the Carnival Corp.
Ours is with P&O
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2006 Carnival Valor – E Caribbean
2007 Carnival Valor – W Caribbean
2008 Carnival Pride - Mexico
2009 Carnival Freedom – Costa Rica, Panama, Cozamel
2010 RCCI Liberty of the Seas - Mediterranean
2010 RCCI Oasis of the Seas – E Caribbean
2011 RCCI Allure – W Caribbean
2012 RCCI Independence of the Seas - Mediterranean
2013 RCCI Freedom of the Seas - Caribbean
2014 RCCI Adventure of the Seas – Mediterranean
2015 P&O Britannia – Canary Islands
2016 Emerald Princess - Brugge and Scandinavia
2016 P&O Britannia - Caribbean Islands
2017 P&O Ventura - August Greece and Italy
#29
13 Posts
Joined May 2016
Had an interesting one day
After the money being pre authorised on Friday it was credited back Sunday has been requested again today . Spoke to cunard and they said 'oh yes looks like it's been took again '
We will credit back asap
Just thought I would let you know in case it happens to anyone else
#30
Chester, UK
1,406 Posts
Joined Apr 2011
I've just received a second email informing me Cunard cannot say for certain when monies will b e returned.

Hm, so they can debit it instantly but not credit it instantly ? Really ?
#31
Overlooking the Straights of Dover
137 Posts
Joined Oct 2016
Originally posted by ToadOfToadHall
Hm, so they can debit it instantly but not credit it instantly ? Really ?
It's up to your bank or credit card provider how quickly they apply credits or cancel pre-authorisations, not Carnival who are as powerless to override your bank's processes as you are.
#32
Chester, UK
1,406 Posts
Joined Apr 2011
Originally posted by kentchris
It's up to your bank or credit card provider how quickly they apply credits or cancel pre-authorisations, not Carnival who are as powerless to override your bank's processes as you are.
Yes, I know that. When you buy something it's instant;y debited from your account. But when it goes back it takes days. The banks are choosing to do that of course.

But Carnival seem to be blaming everyone else but themselves. To start with I was not that bothered, but their attitude seems disgraceful now.
#33
Overlooking the Straights of Dover
137 Posts
Joined Oct 2016
Originally posted by ToadOfToadHall
But Carnival seem to be blaming everyone else but themselves. To start with I was not that bothered, but their attitude seems disgraceful now.
In what way disgraceful? Carnival appear to have reversed all the duplicate transactions and they've made it clear that anyone who has suffered a loss will be compensated so they've covered their legal obligations. Should they have been talking publicly about goodwill payments/gestures while they were still firefighting the original problem? You write as if you understand the issues but you still took a cheap pop at them while they were still presumably getting top of events, which appears to me to be somewhat premature.
#34
Chester, UK
1,406 Posts
Joined Apr 2011
Their latest email is blaming a third-party payment company and then your own bank (i.e mine) for the time it will take to reverse their cock-up. They seem to be missing the point that they made the error in the first place; so don't go blaming their customer's bank.

My contract is with Cunard; if they chose to use a third-party then that's not my problem. I'm not interested in their internal payment arrangements - it is not my concern.
#35
Norfolk UK
749 Posts
Joined Aug 2010
I agree 100% with ToadOfToadHall here. Luckily the amount taken again from us is only a repeat deposit of £428 and not enough to cause us any problems. Like him I was fairly ambivalent about this at the start - mistakes happen, but as it's gone on and Carnival are continuing to blame everyone, but themselves, I'm getting increasingly angry. The responses to customers in real difficulty on Facebook and other social media show a complete lack of understanding or empathy to the problems that this has caused for a great many people.

Lets make it clear - Carnival may well have reversed the transactions where money was actually taken. This is only a minority of customers affected though. Most customers have had 'holds' placed on their account in anticipation of a pending debit. Whilst Carnival have stopped the actual debit going through, the hold remains in place and will continue to stay there until they expire naturally, which can be as long as 7 working days. The hold on our account is still there after six days and our bank say it could be next Wednesday before it goes because of the bank holiday. Whilst Carnival could remove the holds by getting in touch with banks directly with a list of customers and the details of the debit, they have chosen not to do so, at least according to my bank who have had no communication at all, presumably it's too much work and easier to let things run their course.

I'm not remotely interested in compensation - other than some hassle it's not cost me anything. All I'm looking for is for Carnival to step up and take responsibility, but it's far too late for that. Whoever is advising them on dealing with this issue should be sacked. It should have been a simple matter of saying, 'we've messed up, third party payment processor has taken payments again, but we take full responsibility and will ensure it is sorted out asap' Then follow it up with action instead of vacuous comments in the media and mealy mouthed emails advising customers to sort it out themselves with the bank, who can't do anything, ring Elavon or any number of other pointless actions as long as they don't bother Carnival staff with it.

Thank goodness the service and standard on board doesn't reflect the ineptitude and lack of compassion shown by the parent group
#37
UK
311 Posts
Joined Jan 2012
Toad, very pleased to read your good news. I have to confess, I haven't looked at either of my credit cards as, in my case, ignorance is bliss. I've booked two future cruises in the past 4 months, one later this year and one next, so I guess there's every possibility that I may well have had holds too.
#38
Chester, UK
1,406 Posts
Joined Apr 2011
Originally posted by Happyboating
Toad, very pleased to read your good news. I have to confess, I haven't looked at either of my credit cards as, in my case, ignorance is bliss. I've booked two future cruises in the past 4 months, one later this year and one next, so I guess there's every possibility that I may well have had holds too.
Thanks.

I also suspect that if I'd not had an email/read it on here, I may well never have even noticed it. I check my current account/debit card daily but have no need to do that with the credit card.

So in the end it's not caused me any problems. But it could easily have done of course. If I'd have had a smaller credit limit for example and then tried to use the card and there were no funds etc.
#40
At Sea
5,287 Posts
Joined Mar 2006
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.


Yours sincerely,
Simon Palethorpe
Senior Vice President



The person concerned still has a large "hold" showing on their account as of this morning...
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