Worse experience ever

Horrible, horrible and horrible. We arrived and checked in our bags 2 1/2 hours before the cruise was supposed to leave. As we walked towards the check- in we realized that our passports were in one of our checked luggage. As soon as we realized this, we informed the loading staff that our passports were in our checked luggage, they however did not provide us with any assistance. We then, alerted the cruise staff who took us to the priority room and asked for description of our luggage, so that they could attempt to retrieve our luggage so that we could get our passports and board the ship. The staff also asked us multiple questions such as: Are American citizens and did we have American passports to which we answered yes. The carnival staff made us hopeful that we will be able to board the ship that a bystander lady who had some problems asked if she will be allowed on the ship if her travel document were on board. The carnival staff respond that, "Are your travel documents on board?", and she replied, "No". We were kept waiting in that room for 2 hours under the impression that your staff was looking for our luggage however at the last minute, we were informed that our luggage had not made it to our rooms and that we would not be allowed to board the ship. To make matters worse, the Carnival staff did not inform us themselves, they instead introduced us to a new lady, who stated she worked for customs. She was the one that informed us that we could not board due to not having necessary documents (find attached are the documents given to us). As you could imagine, we were extremely upset, distraught and panicked for multiple reasons. Firstly we had planned and looked forward to this family trip for months. Secondly, my husband and my son's medication were in our luggage and we would be without them as our luggage was not returned to us. As you can imagine, we were extremely frustrated because we do not believe any real effort was made to search for our bags and that we were mislead to believe that we were being helped. It was also extremely frustrating to be passed around from the loading crew to the cruise crew to customs all the while being left in the dark about any progress in searching for our luggage. I also do not understand, why we were denied access to the ship especially since during the process of online check in, we provided information you requested about our passport such as: passport number, where it was issued, expiration dates. When we arrived to check in, we all had proof of identification to show the crew staff and customs unfortunately, it was in our checked luggage. However, Carnival had all our passport information on the forms we completed online. It is a shame that our passports where able to make it on the ship but the owners were unable to board. However, we purchased the insurance package to cover any mishaps for the trip. As such, we are requesting either a full refund or credit in the sum of $3236.00 for both bookings numbers 9DL5V0 and 9DL7D2 to be made out to us.

Did not make on board.

N/A, choose because will not allow me submit

Did not get on board

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Land crew very unhelpful.

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