Veda Robinson and Jackie Smartt were we look forward to your Carnival cruise December last year. But never on board. Smartt had packed the wrong ID and the cruise line you are left at the dock.
They also let Robinson standing next to her.
It was actually a little more dramatic: Robinson says was told they go everywhere without Smartt, and then the couple was escorted from the building by security, although no efforts to resist.
In other words, Carnival denied Robinson boarding, although it had no reason.
Robinson and Smartt had to buy a last minute tickets back to Memphis. Should have to take Robinson Carnival contacted and asked for a full refund of your ticket because you feel you are able, the cruise. Been paid after all that had cabin and you had the right ID.
In response, Carnival offered their eine-Over cruise, subject to availability in February.
Why not refund a full?
"" Carnival will refund me denied boarding even though I had documentation, because you recently advised the staff at the pier asked me: "To Board?""and documented on my incident report that I said no," says.
This is untrue says.
I reviewed the correspondence between Robinson and Carnival, and this seems the cruise line's final response to be – take a last minute either cruise this month or lose everything.
The cruise line's position is politely but firmly:
A thorough review of all documents in your file, we have performed and spoken, guest logistics team that was present on the day of sailing. Although Mrs Smartt unable to travel because you lacked a WHTI compliant document, we found no indication that you were improperly denied since you were in the possession of the necessary travel documents.
While we regret your disappointment, we are unable to extend compensation in this respect.
This case raises a few question. First, where is Robinson's travel agency in all this? Book the cruise through an agency AAA affiliate in Memphis where you and your friend ID requirements should be discussed. And not only that, but the agent should also went to bat for you when you was with denied boarding.
Robinson, says in a follow-up email after this story was written your agent advised you, what you thought were the right documentation requirements.
Our travel agency have Jackie, inform to get a certified copy of your birth certificate or passport. You were not aware the cruise lasted not certified hospital birth certificates until I informed you on the day of the ride and Jackie does not inform the travel agent had only certified hospital birth certificate. Our travel agency was definitely upset with how Carnival is treated.
Secondly, while I can understand why could take on Carnival cruise without your friend wanted to Robinson, there must have been a kind of documentation about the circumstances of your boarding. Would not Carnival why give her a piece of paper that says "you have been denied boarding, and here's why"?
It seems strange that you modify the Terminal without any paperwork hands would be escorted.
Carnival ticket contract - a legal agreement between you and cruise line - mentioned unable denied boarding because your cabin mate can take the cruise. Maybe I'm missing something in the dense legal document.
I understand why Carnival can take this position. Refund of your cruise costs real money, while offering space on a future sailing from perspective of revenue would not..
It is a better business decision. But it is the right customer service decision?
So it comes to Robinson's word against Carnival. The cruise line claims you are chosen to take the cruise; She says she was given no choice. It says that she voluntarily left the Terminal; She says, she was accompanied by security officials.
That is-about enough, or should Carnival refund of your entire cruise?
Wow, quite the answer to this one!
When I about had to do, I would have probably tried to distill briefly in this case, to avoid some of the confusion when I originally posted this question. These cases can turn sometimes a little blurry.
Some thanks to my readers for pointing out some of the inconsistencies and me to clarify the circumstances. You have made all this a better story.
Update: (3: 30 pm) I have back heard of Robinson with an update. Says your AAA agency in fact carnival on her behalf contact "and got no response," so the agency recently refunded your cruise. It is not clear if the refund happened, is before or after the latest touch on 11 February, when I asked for and received to write your permission to this case.
"My goal was that I wasn't going to happen because other guests at the pier had the same problem and have been, for others, after your birth certificate faxed, Carnival," says, add, "Please remove the article".
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