Very unprepared and unwelcomed.
To whom it may concern.
Due to unforeseen circumstances, flight cancelation and inability to get to the cruise departure on Apr 7 @4pm we have contacted CruiseOnly to find a way to reschedule to next sailing or just have a credit to be able to book to another time.
We have recived " NO" and suggested to try to get to the cruise anyway. After spending very long time on the phone, we received a "formal approval" to fly to Bahamas to catch the cruise. We were told that we must be approved with cruise line direct and border.
This situation was handled extremely unprofessionally. Information was very unclear . I was spoken to as a child. And was suggested it was a cruseonly courtesy to even speak. After hour on the phone with customer representative in waiting for "instructions " I received a wisdom lesson about making lemonade when life gives you lemons.?! 4 adults and 4 tired kids in the airport chaos that day with tons of people with cancelled flight....REALLY? Lemons?? Plus that is exactly what we all were doing to catch the cruise. And enjoy a little.
Cruiseonly customer care representative was ABSOLUTELY uninformed and unprepared. Not knowing anything about cruise, where it's going, and how to get to the cruise from airport, or ANY details .
We had purchased expensive tickets to catch cruise with an "OFFICIAL " approval and email confirmation that we will be expected.
NOT! We spent 2 hours, tired and hungry because half of our group were not on the list. We were not expected. And not welcomed. Horrible. I lost my child for 15 minutes !!!! Worst time of my life! All in unknown country while standing by the border with bags and no food.
Because of that 2 hour wait, we missed formal dinner that we were looking forward to. To dress up and enjoy . We Felt VERY Unwelcomed : sent to wrong floor and were told that we must leave first from the boat!!!!! 6 am!!! With kids!
Besides the canceled flight and missing a cruise departure, cruise only and carnival personnel made our arrival most difficult that was possible. We did not have a chance to enjoy our stay on the cruise .
I understand that it isn't a cruseonly/carnival cruise fault of flight cancelation , but unprepared approach and unwelcome feeling , loss of hours by the border and dinner , all because cruise line had no info!!!!
This approach is absolutely unacceptable. Unprofessional . Especially knowing that this business DEPENDING on traveling costumers.
Besides such a financial loss just to get to the cruise and enjoy the rest of stay , FOR THE FIRST TIME! Vacation we have been looking forward to... cruise line were extremely UNHELPFUL and UNPREPARED !
Please take this letter seriously. We are just starting to travel. Family, friends. Please don't make this experience as our last on with CruiseOnly, Carnival ...
waiting for your respond.
Food and Dining
Service and Staff
Cabin / Stateroom
Don't be late, because they don't care and won't help you much to catch up with cruise on next stop even if it's not your fault.