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Complaints about Carnival travel agent

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Can someone assist me a name, email or phone number to complain about one of Carnivals travel agents?

Booked 7 cabins. The last straw was being left on hold for 15 minutes while she took another call in the middle of ours. I guess because we are already booked we arent important any more. It was the worst experience i've ever had booking a trip and hate that fact she's getting commission on us.

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Is this a travel agent or a Carnival employee? There's a huge difference.

TAs are independent from Carnival and don't answer to Carnival. If it's a PVP (Personal Vacation Planner... a Carnival employee) then your issue really is with Carnival.

:)

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My issue is with a Carnival Vacation Planner so yes, it's with Carnival.

Another issue? I asked her about group bookings (discounts) if we got to 8 cabins. She told me they were sold out but she'd check into it. never heard a word. I emailed her on a monday about a change and she emails me back on Weds that Im not to email her on Monday as thats her day off and she just got the message. (um, what happened on Tuesday?). I could go on and on but I dont want to complaint to you guys, just didnt know the proper way to proceed.

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My issue is with a Carnival Vacation Planner so yes, it's with Carnival.

Another issue? I asked her about group bookings (discounts) if we got to 8 cabins. She told me they were sold out but she'd check into it. never heard a word. I emailed her on a monday about a change and she emails me back on Weds that Im not to email her on Monday as thats her day off and she just got the message. (um, what happened on Tuesday?). I could go on and on but I dont want to complaint to you guys, just didnt know the proper way to proceed.

 

 

Contact Guest Services at 305-599-2600.

:)

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I'm sorry you have a bad PVP. We did too. Finally cut him loose for this cruise. Made sure he didn't get a commission on us this time. I didn't file a complaint but I did make the CS rep note that our booking was not to be transferred to him and why so not sure if they did anything or not. I'm guessing not since he keeps calling.

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Is this a travel agent or a Carnival employee? There's a huge difference.

 

TAs are independent from Carnival and don't answer to Carnival. If it's a PVP (Personal Vacation Planner... a Carnival employee) then your issue really is with Carnival.

 

:)

 

guest services is for after a cruise, they call the main number - and ask for a sup, when they try to handle their situation, the STILL ask for a sup.

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How long ago did you book? Is it too late to cancel and get a refund? If not, do so and rebook with another PVP.

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How long ago did you book? Is it too late to cancel and get a refund? If not, do so and rebook with another PVP.

 

I dont think the OP said they were booked with a PVP, they are booked wiht a group agent .. are they also PVPs?? Sounds like the OP is dealing with the group dept, not PVPs. I could be misunderstanding.

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I dont think the OP said they were booked with a PVP, they are booked wiht a group agent .. are they also PVPs?? Sounds like the OP is dealing with the group dept, not PVPs. I could be misunderstanding.

 

 

She does say its a PVP. I know my PVP can handle groups so we can't really be sure.

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She does say its a PVP. I know my PVP can handle groups so we can't really be sure.

Right - the way I read it, the OP is not part of a group but wants to be.

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Actually, a PVP with the Individual Reservations Dept. really cannot book a Group Cruise for you. You must be transferred to the CCL Group Dept. It's a whole different ballgame! I would be REALLY suspicious if a PVP in Ind. Res. says they can book a Group cruise for you! It's been my experience (as a frequent cruiser and former TA at a land-based company) that there is a very high turnover of Ind. Res. Agents, as they are usually very young, read from a script, work on a commission basis, have rarely - if ever - cruised, and often give incorrect answers. To book a Group cruise, you need at least EIGHT double (or more)-occupancy cabins. It's been that way for years with Carnival.

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Actually, a PVP with the Individual Reservations Dept. really cannot book a Group Cruise for you. You must be transferred to the CCL Group Dept. It's a whole different ballgame! I would be REALLY suspicious if a PVP in Ind. Res. says they can book a Group cruise for you! It's been my experience (as a frequent cruiser and former TA at a land-based company) that there is a very high turnover of Ind. Res. Agents, as they are usually very young, read from a script, work on a commission basis, have rarely - if ever - cruised, and often give incorrect answers. To book a Group cruise, you need at least EIGHT double (or more)-occupancy cabins. It's been that way for years with Carnival.

 

thats what I have heard too. Sure you can book thru a PVP but its not the same with the perks etc. PVPs dont really do the group bookings thru the Group Dept .. The bookings done thru the group dept are handled differently.

 

At least thats what Iv been told.

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My PVP has been there for quite a while (I have used him for years) and I trust him. But Firefly, you may be right - he may not be able to get me the perks etc that come with booking with the group dept.

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I emailed her on a monday about a change and she emails me back on Weds that Im not to email her on Monday as thats her day off and she just got the message. (um, what happened on Tuesday?).

 

PVPs are not "off" on Mondays.

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My issue is with a Carnival Vacation Planner so yes, it's with Carnival.

Another issue? I asked her about group bookings (discounts) if we got to 8 cabins. She told me they were sold out but she'd check into it. never heard a word. I emailed her on a monday about a change and she emails me back on Weds that Im not to email her on Monday as thats her day off and she just got the message. (um, what happened on Tuesday?). I could go on and on but I dont want to complaint to you guys, just didnt know the proper way to proceed.

 

 

To further complicate things....she may be dealing with a CVS which are the folks that catch the "cold calls" from individuals who do not have a PVP. (Carnival Vacation Specialist)

 

To the OP:

 

I would call the number Host Mach gave you and tell them you have a "group booked"...and you want to be assigned to someone in the GROUP department.

 

Remember you are never stuck with a PVP, CVS or even someone in the GROUP department. If you are not happy with their service, you have to right to be transfered to another agent.

Edited by LHP

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Thanks everyone for the imput. I called Carnivals main number and they transfered me to a personal vacation planner. We are fully paid so i guess it's a mute point but I cant stand that she's getting commission. My husband ended up not being able to go so i called her to find out about changing..she goes..oh it's way too much money and told her i needed the price. she said she had another call and transfered me to someone else. Oh. and i called 3 times about the change and each time got a different price from 3 diff. people. (putting my sister in my husbands place) Turned out to be a $300 diff. They started at $500. I recommend calling several times for any type of pricing. I asked about group booking when we were on our 7th cabin she told me we needed 8. I told her we had 2 more to book and she told me they were full. Im not done with them. I just want to get all my thoughts down and be calm when I call. I appreciate all of the imput. Oh, another thing? when she emailed me all the confirmations? Called several times because I never got them. gave her my email several times. On her "day off" had someone else email them...she had my named spelled wrong.

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PVPs.......Carnival.....first cruise in Nov 2007 - PVP booked for us and was very good to work with. Second cruise Feb 2010 - same PVP...booked us and was relatively very slow to respond to emails and phone calls, got the run around from PVP and special needs about dietary restrictions and made the entire time before the cruise very stressful to say the least (dietary needs were fully addressed while on the ship but I feel that may have been due to my millions of emails I had sent in the weeks prior to the cruise about the issue)........booked third cruise for Nov 2010 through the same PVP at the same time we booked the Feb 2010 cruise .......NOTHING but very, very poor customer service from her. Doesn't return calls, returns emails only after I email multiple time - says she's lost family members to me than to a friend who has her as a PVP - tells her so is super busy - EMAILS ON THE SAME DAY.....what gives? I've had to spend quite a bit of my own time getting future cruise certificates straightened out - maybe they should REFUND me the commission!!

 

Needless to say we will NOT be using this PVP again - nor we will refer anyone to her. And once the cruise is over in Novemebr - a nice long letter is going to Carnival about all the issues.

 

And Carnival will not be the only cruise line we look at for future cruise.

 

All because of the very unacceptable customer service from one PVP.....wonder if we should mention the names of the poor PVPs?

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Needless to say we will NOT be using this PVP again - nor we will refer anyone to her. And once the cruise is over in Novemebr - a nice long letter is going to Carnival about all the issues.

 

And Carnival will not be the only cruise line we look at for future cruise.

 

All because of the very unacceptable customer service from one PVP.....wonder if we should mention the names of the poor PVPs?

 

Its not worth being in trouble on CC by breaking the rules. If you cant mention good ones (its advertising), Im sure you cant mention bad ones .. even if its reverse advertising.

 

Why would you only consider Carnival in the first place??

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PVPs.......Carnival.....first cruise in Nov 2007 - PVP booked for us and was very good to work with. Second cruise Feb 2010 - same PVP...booked us and was relatively very slow to respond to emails and phone calls, got the run around from PVP and special needs about dietary restrictions and made the entire time before the cruise very stressful to say the least (dietary needs were fully addressed while on the ship but I feel that may have been due to my millions of emails I had sent in the weeks prior to the cruise about the issue)........booked third cruise for Nov 2010 through the same PVP at the same time we booked the Feb 2010 cruise .......NOTHING but very, very poor customer service from her. Doesn't return calls, returns emails only after I email multiple time - says she's lost family members to me than to a friend who has her as a PVP - tells her so is super busy - EMAILS ON THE SAME DAY.....what gives? I've had to spend quite a bit of my own time getting future cruise certificates straightened out - maybe they should REFUND me the commission!!

 

Needless to say we will NOT be using this PVP again - nor we will refer anyone to her. And once the cruise is over in Novemebr - a nice long letter is going to Carnival about all the issues.

 

And Carnival will not be the only cruise line we look at for future cruise.

 

All because of the very unacceptable customer service from one PVP.....wonder if we should mention the names of the poor PVPs?

 

If your multiple emails are as confusing as this is, I am not surprised you had problems.

 

Do that, and this post will go byebye

 

I really don't know why you continued to use the same PVP with as many problems as you had after the 2nd time.

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If you get a bad PVP speak to the supervisor promptly, if the issue is still not taken care of then speak to the supervisor's supervisor. Typically, the 1st supervisor will change you over to a new PVP. You can change PVP's any time you want with out hesitation and if they tell you different speak to someone else.

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If your multiple emails are as confusing as this is, I am not surprised you had problems.

 

Do that, and this post will go byebye

 

I really don't know why you continued to use the same PVP with as many problems as you had after the 2nd time.

 

:confused: I didn't understand what she was trying to say either - I think she was getting too excited and her thoughts were going faster than her fingers

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