Q: After our wedding, we were scheduled to sail on Carnival’s Triumph, but the cruise was canceled because of Hurricane Frances.
We were given the option of sailing on the Triumph later that year, which we did. The ship was set to sail on Sept. 4, but weather forced a two-day delay. As a result, the cruise line offered us a $200 onboard credit, a 20 percent rebate for the days we missed and the promise of 50 percent off our next cruise.
Since the ship canceled our Jamaica port, and we were not able to enjoy the pool because of the heavy winds and rough seas caused now by Hurricane Ivan, we found this cruise a disappointment.
I called Carnival in August 2005 to book a new cruise and was assured that we only had to book our new cruise before Dec. 15, 2005. This agent didn’t say that we would have to sail before then.
In November, I phoned our travel agent to book our long-delayed honeymoon cruise on the Triumph for this February. A representative told me that the 50-percent discount no longer applied. It turns out that the representative I spoke with in August was wrong, and that we actually had to use the discount before Dec. 15.
We are very disappointed with the way this was handled by Carnival. Our honeymoon cruise was canceled because of the hurricane and now we have to pay full fare again.
– Andrea Hindman, Chattanooga, Tenn.
A: Seems to me Carnival should honor its word. But what, exactly, did Carnival say?
If you take a look at the letter you received from the company when your first cruise was canceled, you’ll see the terms spelled out. It says a future cruise incorporating the 50-percent discount must be taken on or before Dec. 15, 2005.
Either the agent you talked to misspoke or you misunderstood him. But either way, the rules are clear. The time for redeeming this discount is long past.
Actually, I think Carnival has already been pretty generous. You were able to take a substitute cruise shortly after the canceled cruise, and Carnival refunded you for your missed days and offered you onboard credit. Then they also gave you a 50-percent-off coupon.
Under Carnival’s ticket contract, which is available on its Web site, it appears that you could have asked for and received a full refund when your cruise was canceled. Instead, you accepted its offer to take another cruise and for a discount on another sailing.
Next time your cruise is postponed, I would read over the cruise line’s terms and conditions before agreeing to its offer. You might be entitled to a better deal. And don’t forget to read the fine print on the offer that you eventually accept.
I contacted Carnival on your behalf, and it took another look at your case. Large companies with sophisticated call centers have the ability to review call records to find out what was — and wasn’t — said to a passenger.
Carnival offered you a 10-percent discount on a future cruise as well as a bon voyage gift on your next floating vacation.
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You didn’t use a travel agent and that’s why this problem occurred. I always urge people to use a travel agent when booking a cruise, never to do it directly. If you’d gone to an agent, the agent would have tracked prices and your booking. That agent would have to honor his or her price quotes and booking details.
Cruises aren’t airline seats and shouldn’t be treated as such. There are many more variables in cruise pricing, upgrades, price changes, etc. You really need someone on your site. Carnival res folks work for Carnival whereas the travel agent works for you.
i just want to say that there are a lot of travelers that take these and could not afford to go on an extravagant vacation. And they liked it and saved a lot of money and had an opportunity to spend with ther families and friends. you cant please everyone, there are maybe some mishaps for some travelers but the majority of them has a good time and are thankful that these promotions go on. just to go and look at the timeshare resorts there paying for most of your vacation,i would not be so ungreatful.