Carnival Operates under the assumption that customer are always wrong

I went to a carnival sunrise cruise; prior to the cruise I purchased an excursion ticket online with carnival for $37.99, and this excursion was supposed to last 2 h starting at 11:45 AM. In the morning of the excursion day (Nov8th), customer service announced a similar excursion that was going to last 1.5 hours at a cost $24.99. Immediately, I went to the front desk and exchange my $37.99 ticket in order to get the one for $24.99 and a refund was issued into my account for the difference; this transaction is visible on my sail account, and I have proof of this transaction, in case you need it. About 30 minutes into the adventure, the vehicle broke down, and we were stuck under hot sun in Grand Turk in an area that we had to pay to use the bathroom. We were stuck in that area for over an hour waiting for someone else to come pick us up. By the time another vehicle show up, it was already time to go back to the boat, therefore, the driver took us straight to the ship. When I went back on board, I tried to speak to the excursion team in the night of November 8th, however, I was told they were gone for the day, and I should come back the following day. In the morning of November 9th, I explained to the excursion team, that the car broke down 30 minutes into the excursion, and that the experience was unpleasant because not only we were trapped in an hot area, but also I had plan to go to spend about 45 minutes in the ocean prior to our departure from Grand Turk, and this plan was ruined. The team immediately told me that they talked to the person who drove us, and he told them we completed the activity even though the car broke down; because they admit that the car broke down, they can only give me a 20% discount. I explained to the lady, how could we have completed the excursion if the car broke down 30 minutes into it, and another vehicle had to rescue us and took us straight to the ship for boarding? It was as if we completed 1/3 of the excursion, and 20% refund is not a fair compensation; the excursion was supposed to be for 1 hour and 30 minutes and the car broke down 30 minutes from when we started? To my disappointment, she decided that the customer is wrong even though they knew that the vehicle overheated and was unusable. Since this did not sound logical to me, I have asked to speak to the customer care team because I thought that someone in Carnival must know that if a vehicle broke down 30 minutes into 1.5 hours excursion, the refund cannot be 20%, but my next experience was worse than the one that happened in the boat. The team in the boat gave me the contact info of the customer care team with the condition that they will not issue the 20% discount, and I reach out to them, and explain my situation. The care team informed me that they got in touch with the boat team, and I was already issued a 20% discount as the result to the bad experience, and that refund was put back on my sail account; I told her that this did not happen, and I asked her to check my sail account, and send proof from my statement when and where the 20% was refunded. She came back to me that instead of the 20% she said earlier, I received 34% discount ($13 credit). This showed to me they were not serious about solving this issue, because if she had taken the time to look at my Sail card statement she would have seen that this is incorrect. I explained to the care team that the $13 credit was the result of returning the $37.99 Excursion ticket (2hrs duration), and purchasing $24.99 excursion (1.5 hrs). Her answer was that she is discouraged that I believe they are not taking care of my issue, and that she is sorry that I remain disappointed but their team diligently look into my record and they issued me credit of $13 for the bad excursion. I know they did not put any care in this investigation because if they had taken the time to look at my Sail Account statement, they would have seen that: in the morning of Nov 8 (10:23 Am) I received credit for the $37.99 ticket I returned (2hrs excursion), and purchased a $24.99 ticket (1.5 hrs Excursion), and the difference between these two transaction is $13. After I explained this to the care team, she did not even bother to return my email, because I believe her assumption is that the customer is always wrong no matter the type of proof they have in hands. If the care team way of solving issues is to blindly listen to the boat excursion crew, what is Carnival purpose of separating the two teams; because the way I see, if clients run into problems, all they do is to consult each other without looking into the facts and don’t pay attention to the customers’ concerns because they believe clients are always wrong. Dealing with Carnival customer’s service led me to believe that they are trained to always assume that clients are always wrong and their complaints are absolutely none of their concerns. I have proven my case with their own sail statement showing that no credit was issued to me as the result of the bad excursion, but did not stand a chance due Carnival’s bias about clients always being wrong. They refer to themselves as a customer care team, but they really do not care because if they had look into my sail account they would have seen that the $13 credit was issued on Nov 8th (10:23 AM), and my excursion was Nov 8th 2:15PM; how can I get credit for a bad excursion I have not attended yet? How can complaint about something that have not experienced yet? Carnival only care about selling excursion, but have no concern or plan to make it enjoyable? Do they even do preventive maintenance on their excursion vehicles or daily check? I would understand a flat tire, but the vehicle overheating? First the care team outside the boat said I had a 20% discount, and they she turn around and came up with $13 credit (34%); this led me to believe that she even have not looked at my documents, but only made phone calls to someone and took their words for it. Well I am client, she does not know me, therefore, I have to be wrong. The excursion team in the boat did something similar too; even though the car broke down she said she was informed that the tour was completed and this was good enough for her; did she ask for how long the car was down? I guess that did not matter to her because they already profited from us, and our experiences are none of their concern; again is about clients being wrong. This complaint is not about the money; it is about the lack of respect to customers; I have been treated like a liar even though I have solid proof about the vehicle being down and my sail statement not showing any refund (I will be happy to share all this documents when you need them). They are many excursion vendors, but people usually choose the company they are cruising with because of credibility and reliability, but this turned out to be the contrary for carnival. Due to the bad experience on this excursion (being stucked under the sun and missing my beach time), I should have received more than $24.99 I paid for the ticket, but I only asked the ticket price. It was more about principle than money I booked another excursion with Carnival that was costly than $24.99 with, but I did not claim any refund for that; why do the care team thinks that I am only claiming $24.99 for this horrible experience? Furthermore, we all know that cruise are expensive, but I did not complaint to attempt to get any refund on that, why will I go after $24.99? Because of this experience, I will not recommend Carnival to anyone I know. The care team way of caring is to use scripts like: thank you for contacting us, we are glad to hear from you; however, words are not enough to show care; you must listen to customers and address their concerns using irrefutable proofs.