Carnival customers complain of 'crummy cruise' after modified trip

Carnival customers complain of 'crummy cruise' after modified trip

Carnival customers complain of 'crummy cruise' after modified trip

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by Tiffany Craig / 11 News

khou.com

Posted on February 27, 2011 at 6:21 PM

Updated Monday, Feb 28 at 10:40 AM

GALVESTON, Texas -- A group of passengers from a Carnival cruise ship are demanding better service after a day-long delay not visiting the one place they paid to see.

"I would say it was a nightmare," said passenger Thuy Kau.

Simone Pollard concurred.

"Terrible, horrible bad customer service," he said.

Their disappointing cruise started Monday morning after being kept at port an extra day due to fog.

Passengers of the Conquest explained that a fuel barge hit the side of the ship too, keeping them in port even longer.

Ivory Stafford remembers the announcement on the PA system.

"He said we had a bump by a barge and they’re waiting for the Coast Guard to investigate it," said Stafford.

Carnival, said it was the fog, not the barge incident, that held things up.

However, the itinerary change was not up for debate.

Thuy Kau and her sisters said they wanted take their mother to Jamaica, but an announcement mid-cruise changed that.

"So there was no way for us to say, ‘hey wait, let us off the boat because we don’t wanna go if we can’t make it to Jamaica,’" said Kau.

Instead of Jamaica, the ship took them to the Cayman Islands and two stops in Mexico. 

Simone Pollard got so mad, she started a video diary.

"We want the corporate office to either refund our money or take us to Jamaica," she said in the video. "Progreso (Mexico) is not a consolation."

Pollard also started an on-board petition that now has more than 300 signatures. They are demanding better customer service.

"All we wanted were vouchers to come back, to be future customers and spend money again with them and they wouldn’t do that," said Pollard.

The cruise line sent 11 News a statement:

"Due to the delayed departure from Galveston, the ship operated a modified six-day itinerary that included its normal stops in Grand Cayman and Cozumel with the scheduled visit to Montego Bay replaced by Progreso, Mexico. With the delayed departure, there would not have been enough time for the ship to travel to Jamaica and make it back to Galveston on its scheduled return date of Feb. 27.

Carnival sincerely apologizes for this disruption to our guests’ vacation plans. We hope guests understand that this weather-related itinerary change was beyond our control as the ship was not able to safely navigate the Port of Galveston channel due to severe fog."

But Thuy Kau and her sisters said that statement is not enough.

"This is an occasion we can’t redo," said Kau. "My mom only turns 60 once."

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