Complain about a product or service

Cruises.com

Bonnie of Chicago, IL July 22, 2009

On 7/21/09 I spoke to cruises.com salesperson "Morgan" re: a Carnival Cruise (Carnival Splender, sailing 8/2/09/Mexican Riveria). I specifically asked if the excursions to go whale watching were available. He asked me if my purchasing this cruise was contingent on this availability. I said it was. He put me on hold to check. He said he could tell me that the ship was definitly offering this excursion, but they would not tell me how many spaces were available until I completely paid for the cruise. I stated that since he told me it would be offered I would go ahead with the booking. I paid in full.

I later was told by the Carnival excursion desk that whale watching is not offered during the summer months (not until December) and that if my agent had called them they would have given him this information.

I also asked about other details such as our dinner seating: I requested the late seating. Morgan indicated no problem with this and yet Carnival has us listed as "early seating waitlisted". Carnival told me that this is because the late seating is booked. They told me they could not assist me further because I was working with an agent and had to go through him.

I contacted "Morgan" the afternoon of 7/21. I was connected to voice mail. I stated I had an urgent problem and requested a call as soon as possible. It is now 7/22 at the end of the business day. I received no follow-up call. I continue to only get a voice mail message when I call Morgan. We are sailing in 11 days. It is reasonable that problems need to be solved now.

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