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In July 2019, I reserve a cabin on the Carnival Panaroma for July 11, 2020. Feb.

2020, I requested my $325.00 in Carnival Cruise Cash to be refunded. I felt there would be an issue with my cruise once Corona Virus spread. I was told it would be 3 - 4 weeks and I was ok with that timeframe. I called in March 20, 2020 for an update and the rep says were not able to give a time frame nor did they show the refund was issued.

There is a huge concern about how they train their agents which most of them are outsource from ARISE. ARISE agents are not very good with providing accurate information and makeup of information on a per basis call. Carnival Customer Care agents do not use their resources and the ones Ive spoken to do not have soft skills. They will place the customer on hold when they do not know what to do from 5-10;minutes to frustrate the customer into hanging up.

Theyve also hung up on me because been calling for. 2-3 hours. It is now May 10, 2020, I havent received my Carnival Cruise cash Gift Cards Refund and Ive been calling 2 months. My attempt to get my $325.00 Carnival Cruise Cash refund 1-2 before the stay at home.

On 05/04/2020, I received notification the Carnival Cruise was cancelled and we have 2 options:

1 - Rebook another Cruise with $600.00 OBC for the cabin not per person.

2- 100% Refund. - I selected this option

I received a cancellation letter as if I cancelled that states I was penalized $250.00. Ive been calling for the past week and Im transferred to different peoples I had to explain each time.

The person I spoke 05/05/2020 and was told they did not know when they would process refunds. Also, she I dont have any other information.

Product or Service Mentioned: Carnival Cruise Line Cruise.

Monetary Loss: $1251.

Preferred solution: Full refund.

Carnival Cruise Line Pros: Sometimes priced low to attract cruisers.

Carnival Cruise Line Cons: Customer service is horrible, Do not empower their agents to resolve customers concerns, Agents are not adequately trained.

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