Carnival cruise customer says she’s gone weeks without refund, wants answers

JACKSONVILLE, Fla — Samantha Carver tells Action News Jax she had a Carnival Cruise booked to Cozumel, Mexico for April 16th - 20th.

In late March, she tells us she’s received an email from Carnival Cruise Line explaining what must be done in order to receive a refund for her cruise amid the COVID-19 pandemic. Carver tells us she took the necessary steps to request a refund on the same day she got the email, March 30th, but has not heard back from Carnival Cruise Line.

She tells Action News Jax she’s tried reaching out to Carnival Cruise Line for an update on her refund request but has been unsuccessful in doing so.

Action News Jax Reporter Ryan Nelson reached out to the company via phone and email, asking when Carver could receive her statement, and what the company is doing to address the concerns of its customers looking for refunds.

Carnival Cruise Line spokesperson Vance Gulliksen responded with the following statement:

“Well over one million Carnival guests have been impacted by this extended pause in cruising, which dwarfs any disruption we’ve experienced in even the worst hurricane season. We can confirm that refunds are being issued to those guests that requested one. Those guests who selected the FCC option will be receiving a refund on their taxes, fees, port expenses and other pre-purchased items. Our customer service team has been approved for overtime and we have trained other management employees to help as well. We are committed to issuing refunds as soon as possible.”

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