{"id":"carnival-cruise-line","page":"https://escalate.alexgaoth.com/#/c/carnival-cruise-line","html":"https://escalate.alexgaoth.com/c/carnival-cruise-line/","generated":"2026-10-15","company":{"id":"carnival-cruise-line","name":"Carnival Cruise Line","aliases":["carnival","carnival cruises","carnival cruise lines","carnival.com"],"sector":"cruise","parent":"Carnival Corporation & plc","website":"https://www.carnival.com","regulators":["fmc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"},{"id":"pre-cruise-specialist-phone","type":"phone","label":"Pre-cruise service specialist (questions about an upcoming cruise)","value":"+1-800-438-6744 ext. 70355","hours":"Mon–Fri 9:00 a.m.–10:00 p.m., Sat–Sun 9:00 a.m.–6:00 p.m. EST","purposes":["reservation_problem","travel_credit","refund_request"],"notes":"From outside the U.S. call +1-305-599-2600 ext. 70355. Listed on the Contact Guest Care form page.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"},{"id":"online-support-phone","type":"phone","label":"Online Support (website and technical support)","value":"+1-800-845-2599","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["account_access"],"source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"},{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"},{"id":"post-cruise-inquiries","type":"portal","label":"Post-Cruise Inquiries hub (Guest Care, Fun Shops receipts, photos, lost and found, Sail & Sign)","value":"https://www.carnival.com/post-cruise-inquiries","purposes":["billing_error","lost_item","poor_service"],"notes":"Links to the Guest Care form and to separate forms for Fun Shops receipts, photo products, lost and found (an external form on chargerback.com), the casino and medical records. Sail & Sign statements need sign-in to the carnival.com account; they appear 1–2 days after the sail date and go back seven years. Spa (One Spa World) and art (Park West Gallery) purchases are handled by those companies; the page gives their contacts.","source":"https://www.carnival.com/post-cruise-inquiries","last_verified":"2026-10-13"},{"id":"guest-access-phone","type":"phone","label":"Guest Access team (guests with disabilities)","value":"+1-800-438-6744 ext. 70025","purposes":["accessibility"],"notes":"Australia 1-300-385-625; New Zealand 0800-442-095. Ticket Contract Section 6(c) lists the Guest Access Desk as 305-599-2600 ext. 70025. The accessibility FAQ page lists no hours.","source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"},{"id":"guest-access-email","type":"email","label":"Guest Access team email (accessibility questions and post-cruise ADA concerns)","value":"access@carnival.com","purposes":["accessibility"],"notes":"Carnival says all post-cruise ADA concerns will be responded to within 30 days.","source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"guest-care-form"},{"rung":"regulator","regulator":"fmc","note":"For a refund Carnival owes after it cancelled or delayed a cruise (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund Carnival owes but has not paid."}],"playbooks":[{"issue":"refund_request","summary":"If Carnival cancels your cruise or delays it more than 3 calendar days and you do not accept the alternative, claim a refund on or before the 180th calendar day after the original embarkation date. If you cancel, the charge depends on the cruise length and the days before departure; taxes, fees and prepaid gratuities come back.","evidence":["booking number","cancellation or delay notice from Carnival","proof of payment and amount","fare type (for example Early Saver)","date and method of your cancellation"],"steps":[{"do":"If you cancel, check the cancellation charge for your cruise length and the number of days before departure. Government taxes and fees and prepaid service gratuities are refunded without penalty."},{"do":"If Carnival cancelled the cruise or delayed it more than 3 calendar days and you do not want the alternative, ask Carnival (or your travel advisor, if you booked through one) for the refund on or before the 180th calendar day after the original embarkation date. Choose the refund, not a future cruise credit, if you want money back.","channel":"customer-service-phone"},{"do":"Put the claim in writing through the Guest Care form (\"Did Not Sail - Cancellation\"), with the booking number, the cancellation notice and proof of payment.","channel":"guest-care-form"},{"do":"If Carnival denies the nonperformance claim or does not answer, file with the Federal Maritime Commission.","regulator":"fmc"},{"do":"If a refund Carnival owes is still not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"fee","claim":"Cancellation charges per guest for 2–5 day cruises (except Alaskan, European, Transatlantic and Panama Canal cruises): none up to 76 days before departure (except non-refundable Cruise Charges); the deposit from 75 to 56 days; the deposit or 50% of Total Fare, whichever is greater, from 55 to 30 days; the deposit or 75% of Total Fare, whichever is greater, from 29 to 15 days; 100% of Total Fare 14 days or less before departure.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"},{"kind":"fee","claim":"Cancellation charges per guest for cruises of 6 days or more, and for all Alaskan, European, Transatlantic and Panama Canal cruises: none up to 91 days before departure (except non-refundable Cruise Charges); the deposit from 90 to 56 days; the deposit or 50% of Total Fare, whichever is greater, from 55 to 30 days; the deposit or 75% of Total Fare, whichever is greater, from 29 to 15 days; 100% of Total Fare 14 days or less before departure.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Government taxes and fees and any prepaid service gratuity are not subject to a cancellation penalty and are refunded in case of cancellation. For multiple-occupancy cabins, the cancellation charges apply to the entire cabin reservation. No refunds are made for no-shows, late cancellations or unused tickets except as the Cancellation and Refund Policy provides.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Carnival's Nonperformance of Cruise Refund Policy says that if Carnival cancels or delays your cruise by more than 3 calendar days and you do not accept an alternative, you are entitled to a refund of the cruise fare and charges for accommodations, services and facilities; contact Carnival (or your travel advisor) on or before the 180th calendar day after the originally scheduled embarkation, and Carnival responds by email within 180 days of the claim. Carnival may offer a future cruise credit instead, and you are free to choose either. This text comes from a search-result snippet; the help page did not load without JavaScript. The FMC links to this page as Carnival's official nonperformance policy.","issues":["refund_request","travel_credit"],"source":"https://help.carnival.com/app/answers/detail/a_id/10034","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 8(c) lets Carnival cancel the contract without previous notice. If it cancels because of mechanical failure, the guest is entitled to the Total Cruise Price or a proportional share as determined by Carnival; for other reasons, to a Future Cruise Credit or an Onboard Credit equal to the Total Cruise Price paid or a proportional part, and Carnival has no further liability.","issues":["refund_request","travel_credit"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 8(e) says Carnival may cancel a voyage that is hindered or prevented without liability to refund passage money or fares paid in advance. This contract text is narrower than Carnival's separate nonperformance refund policy.","issues":["refund_request"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"}]},{"issue":"travel_credit","summary":"Cancelling an Early Saver fare before final payment gives a future cruise credit worth the deposit less $50 per person, to be used within 12 months. When Carnival cancels for a reason other than mechanical failure, the contract gives a future cruise credit or onboard credit; for a nonperformance cancellation you can choose a refund instead.","evidence":["booking number","fare type and deposit paid","cancellation date","credit amount and expiry date"],"steps":[{"do":"Check the fare type. The Early Saver deposit is non-refundable; a cancellation before the final payment date gets a non-refundable, non-transferable future cruise credit."},{"do":"Book the new cruise within 12 months of the cancellation date. Any unused part of the credit is forfeited.","channel":"customer-service-phone"},{"do":"If Carnival cancelled your cruise or delayed it more than 3 calendar days and gave only a credit, ask in writing for a refund instead (see refund_request).","channel":"guest-care-form"},{"do":"If Carnival refuses the nonperformance refund, file with the Federal Maritime Commission.","regulator":"fmc"}],"facts":[{"kind":"limit","claim":"For an Early Saver cancellation before the final payment due date, the future cruise credit equals the deposit minus a $50 per person service fee. It must be used for a new reservation within 12 months from the date of cancellation, only on Carnival sailings available in U.S. dollars and only toward the price of that cruise. Any unused portion is forfeited.","issues":["travel_credit","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"}]},{"issue":"reservation_problem","summary":"Carnival's contract lets it change ports and the itinerary without compensation, except for mechanical failures and federal requirements. For denied boarding or a problem on a past sailing, send written particulars to Guest Care within 30 days after you leave the ship; a suit must start within six months.","evidence":["booking number","ship and sail date","what was promised and what happened","photos","names","receipts for extra costs"],"steps":[{"do":"Raise the problem on board at Guest Services before you leave the ship, and note names and times."},{"do":"Within 30 days after you leave the ship, send written particulars through the Guest Care form (choose \"Denied Boarding\" or \"Past Sailing\").","channel":"guest-care-form"},{"do":"If Carnival owes a refund and does not pay, dispute the charge with your card issuer."},{"do":"Note the forum rules before you sue. Non-injury claims for less than $8,000 go to small claims court in Miami-Dade County, Florida; larger ones go to arbitration. A suit must start within six months after you leave the ship."}],"facts":[{"kind":"policy","claim":"Ticket Contract Section 8(d) says Carnival may change the duration or itinerary of the cruise at any time and may change or omit ports for any reason. Except for mechanical failures and federal requirements, it has no liability for compensation or other damages for these changes, and refers to its change-of-itinerary policy.","issues":["reservation_problem"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Ticket Contract Section 14(b): for claims other than personal injury, illness or death, written particulars must be given within 30 days after the guest is landed from the vessel; a suit must be commenced within six months after landing and served within 120 days after commencement.","issues":["reservation_problem","poor_service","refund_request","accessibility"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Tell Carnival about a need in writing at booking and complete the pre-cruise forms. Send post-cruise ADA concerns to the Guest Access team at access@carnival.com; Carnival says it responds within 30 days. The contract's 30-day notice and six-month suit limits also cover ADA claims.","evidence":["booking number","pre-cruise forms and requests sent","dates","names","what was not provided","photos"],"steps":[{"do":"At booking, notify Carnival in writing of the special need and complete all applicable pre-cruise forms. Call the Guest Access team with questions.","channel":"guest-access-phone"},{"do":"Meet the advance-notice deadlines on the accessibility FAQ (for example hydraulic-lift transfers 14 days before sailing, service dog documents one week before)."},{"do":"On board, ask Guest Services for help; a TTY is available there 24 hours a day."},{"do":"After the cruise, email the Guest Access team a written complaint within 30 days after you leave the ship.","channel":"guest-access-email"},{"do":"If Carnival does not resolve it, you can also file an ADA complaint with the U.S. Department of Justice (see the facts below)."}],"facts":[{"kind":"deadline","claim":"Carnival's accessibility FAQ sets these advance-notice times: mobility devices as soon as the need is known; hydraulic-lift airport transfers (North America) no later than 14 days prior to sailing; service dog documents (U.S. sailings) no later than one week prior to sailing; a 60-day notice is strongly encouraged for a sign language interpreter; 30-day advance notice is required for accessible airport transfers in Europe.","issues":["accessibility"],"source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"},{"kind":"process","claim":"All post-cruise ADA concerns will be responded to within 30 days, according to Carnival's accessibility FAQ. The designated ADA Responsibility Officer is the Vice President, Guest Operations.","issues":["accessibility"],"source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 6(c) asks guests with special needs to notify Carnival in writing at the time of booking, and says Carnival does not provide one-on-one personal care assistance. Section 14(b) applies its 30-day notice and six-month suit limits expressly to claims involving civil rights and the Americans with Disabilities Act.","issues":["accessibility"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"On July 23, 2015, the United States and Carnival Corporation entered into an ADA settlement agreement covering 62 ships of Carnival Cruise Line, Princess Cruises and Holland America Line. Carnival Corporation agreed to provide three percent of total cabins as accessible cabins, pay a $55,000 civil penalty and pay $350,000 in damages to complainants. This is an archived DOJ page; it does not say whether the agreement is still in force.","issues":["accessibility"],"source":"https://archive.ada.gov/carnival/carnival_fact_sheet.html","last_verified":"2026-10-13"},{"kind":"contact","claim":"The Department of Justice takes ADA complaints online at https://civilrights.justice.gov/report, by mail to U.S. Department of Justice, Civil Rights Division, 950 Pennsylvania Avenue, NW, Washington, DC 20530, and answers questions on the ADA Information Line 800-514-0301 (TTY 1-833-610-1264).","issues":["accessibility"],"source":"https://www.ada.gov/file-a-complaint/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"Ticket Contract Section 14(a): for personal injury, illness or death, written notice with full particulars must be given within 185 days after the date of the injury, event, illness or death; a suit must be filed within one year after that date and served on Carnival within 120 days after filing.","issues":["safety_incident"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 14(c) requires disputes not covered by 14(d) or 14(e), including injury, illness and death claims, to be litigated in the U.S. District Court for the Southern District of Florida in Miami, or in a Miami-Dade County court if there is no federal jurisdiction.","issues":["safety_incident","poor_service"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Sections 14(d) and 14(e): claims other than personal injury, illness or death that seek less than $8,000 must be brought in small claims court in Miami-Dade County, Florida; those seeking more than $8,000.00 go to binding arbitration administered by National Arbitration and Mediation (NAM) in Miami-Dade County (attorney fees, costs and interest excluded from the amount). Section 15 waives class actions and class arbitration.","issues":["refund_request","poor_service","reservation_problem"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 1(c) says the Total Cruise Price is earned when paid and is non-refundable except as described on Carnival's website and in Section 7. Section 7 says Restricted Air is non-refundable any time after booking.","issues":["refund_request"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Post-Cruise Inquiries page says only your bank can release a hold from your account, and \"CARNIVAL IS NOT ABLE TO EXPEDITE THE RELEASE OF BANK HOLDS.\" Holds may exceed the actual charges and last a few days.","issues":["billing_error"],"source":"https://www.carnival.com/post-cruise-inquiries","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Carnival's cancellation policy strongly recommends trip cancellation insurance, because cancellation charges reach 100% of the Total Fare 14 days or less before departure.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"}],"known_blockers":["help.carnival.com answer pages (including the nonperformance refund policy) render only with JavaScript; a plain fetch returns an empty page.","The Guest Care form needs the booking number, ship and sail date. Guest Care has no published phone number.","Sail & Sign statements need sign-in to the carnival.com account.","Carnival says it cannot speed up the release of bank holds; only the card issuer can."],"notes":"Checked on 2026-10-13 by loading carnival.com pages. The Ticket Contract page did not show a revision date. The nonperformance refund policy (help.carnival.com answer 10034) did not load; its terms come from a search-result snippet, and the FMC's refund page links to it. The cancellation schedule is from the booking-engine policy page and matches Ticket Contract Section 7. Final payment due dates, deposit amounts and refund processing times for voluntary cancellations were not found on a loadable page. A search-result snippet mentioned a Guest Care email address; it is not recorded because the page that shows it could not be loaded.","official_domains":["carnival.com"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Carnival. The FTC says to hang up without pressing any numbers and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}]}},"playbooks":{"refund_request":{"company":{"id":"carnival-cruise-line","name":"Carnival Cruise Line","sector":"cruise","website":"https://www.carnival.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"If Carnival cancels your cruise or delays it more than 3 calendar days and you do not accept the alternative, claim a refund on or before the 180th calendar day after the original embarkation date. If you cancel, the charge depends on the cruise length and the days before departure; taxes, fees and prepaid gratuities come back.","evidence":["booking number","cancellation or delay notice from Carnival","proof of payment and amount","fare type (for example Early Saver)","date and method of your cancellation"],"steps":[{"do":"If you cancel, check the cancellation charge for your cruise length and the number of days before departure. Government taxes and fees and prepaid service gratuities are refunded without penalty."},{"do":"If Carnival cancelled the cruise or delayed it more than 3 calendar days and you do not want the alternative, ask Carnival (or your travel advisor, if you booked through one) for the refund on or before the 180th calendar day after the original embarkation date. Choose the refund, not a future cruise credit, if you want money back.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"}},{"do":"Put the claim in writing through the Guest Care form (\"Did Not Sail - Cancellation\"), with the booking number, the cancellation notice and proof of payment.","channel":{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}},{"do":"If Carnival denies the nonperformance claim or does not answer, file with the Federal Maritime Commission.","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"do":"If a refund Carnival owes is still not paid, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"},{"id":"pre-cruise-specialist-phone","type":"phone","label":"Pre-cruise service specialist (questions about an upcoming cruise)","value":"+1-800-438-6744 ext. 70355","hours":"Mon–Fri 9:00 a.m.–10:00 p.m., Sat–Sun 9:00 a.m.–6:00 p.m. EST","purposes":["reservation_problem","travel_credit","refund_request"],"notes":"From outside the U.S. call +1-305-599-2600 ext. 70355. Listed on the Contact Guest Care form page.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"},{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}],"facts":[{"kind":"fee","claim":"Cancellation charges per guest for 2–5 day cruises (except Alaskan, European, Transatlantic and Panama Canal cruises): none up to 76 days before departure (except non-refundable Cruise Charges); the deposit from 75 to 56 days; the deposit or 50% of Total Fare, whichever is greater, from 55 to 30 days; the deposit or 75% of Total Fare, whichever is greater, from 29 to 15 days; 100% of Total Fare 14 days or less before departure.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"},{"kind":"fee","claim":"Cancellation charges per guest for cruises of 6 days or more, and for all Alaskan, European, Transatlantic and Panama Canal cruises: none up to 91 days before departure (except non-refundable Cruise Charges); the deposit from 90 to 56 days; the deposit or 50% of Total Fare, whichever is greater, from 55 to 30 days; the deposit or 75% of Total Fare, whichever is greater, from 29 to 15 days; 100% of Total Fare 14 days or less before departure.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Government taxes and fees and any prepaid service gratuity are not subject to a cancellation penalty and are refunded in case of cancellation. For multiple-occupancy cabins, the cancellation charges apply to the entire cabin reservation. No refunds are made for no-shows, late cancellations or unused tickets except as the Cancellation and Refund Policy provides.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Carnival's Nonperformance of Cruise Refund Policy says that if Carnival cancels or delays your cruise by more than 3 calendar days and you do not accept an alternative, you are entitled to a refund of the cruise fare and charges for accommodations, services and facilities; contact Carnival (or your travel advisor) on or before the 180th calendar day after the originally scheduled embarkation, and Carnival responds by email within 180 days of the claim. Carnival may offer a future cruise credit instead, and you are free to choose either. This text comes from a search-result snippet; the help page did not load without JavaScript. The FMC links to this page as Carnival's official nonperformance policy.","issues":["refund_request","travel_credit"],"source":"https://help.carnival.com/app/answers/detail/a_id/10034","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 8(c) lets Carnival cancel the contract without previous notice. If it cancels because of mechanical failure, the guest is entitled to the Total Cruise Price or a proportional share as determined by Carnival; for other reasons, to a Future Cruise Credit or an Onboard Credit equal to the Total Cruise Price paid or a proportional part, and Carnival has no further liability.","issues":["refund_request","travel_credit"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 8(e) says Carnival may cancel a voyage that is hindered or prevented without liability to refund passage money or fares paid in advance. This contract text is narrower than Carnival's separate nonperformance refund policy.","issues":["refund_request"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Sections 14(d) and 14(e): claims other than personal injury, illness or death that seek less than $8,000 must be brought in small claims court in Miami-Dade County, Florida; those seeking more than $8,000.00 go to binding arbitration administered by National Arbitration and Mediation (NAM) in Miami-Dade County (attorney fees, costs and interest excluded from the amount). Section 15 waives class actions and class arbitration.","issues":["refund_request","poor_service","reservation_problem"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 1(c) says the Total Cruise Price is earned when paid and is non-refundable except as described on Carnival's website and in Section 7. Section 7 says Restricted Air is non-refundable any time after booking.","issues":["refund_request"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Carnival's cancellation policy strongly recommends trip cancellation insurance, because cancellation charges reach 100% of the Total Fare 14 days or less before departure.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Carnival owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Carnival owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["help.carnival.com answer pages (including the nonperformance refund policy) render only with JavaScript; a plain fetch returns an empty page.","The Guest Care form needs the booking number, ship and sail date. Guest Care has no published phone number.","Sail & Sign statements need sign-in to the carnival.com account.","Carnival says it cannot speed up the release of bank holds; only the card issuer can."],"security":{"official_domains":["carnival.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Carnival. The FTC says to hang up without pressing any numbers and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 by loading carnival.com pages. The Ticket Contract page did not show a revision date. The nonperformance refund policy (help.carnival.com answer 10034) did not load; its terms come from a search-result snippet, and the FMC's refund page links to it. The cancellation schedule is from the booking-engine policy page and matches Ticket Contract Section 7. Final payment due dates, deposit amounts and refund processing times for voluntary cancellations were not found on a loadable page. A search-result snippet mentioned a Guest Care email address; it is not recorded because the page that shows it could not be loaded.","warnings":[]},"travel_credit":{"company":{"id":"carnival-cruise-line","name":"Carnival Cruise Line","sector":"cruise","website":"https://www.carnival.com","account_url":null},"issue":{"id":"travel_credit","name":"Travel credit or voucher problem"},"playbook_source":"company","summary":"Cancelling an Early Saver fare before final payment gives a future cruise credit worth the deposit less $50 per person, to be used within 12 months. When Carnival cancels for a reason other than mechanical failure, the contract gives a future cruise credit or onboard credit; for a nonperformance cancellation you can choose a refund instead.","evidence":["booking number","fare type and deposit paid","cancellation date","credit amount and expiry date"],"steps":[{"do":"Check the fare type. The Early Saver deposit is non-refundable; a cancellation before the final payment date gets a non-refundable, non-transferable future cruise credit."},{"do":"Book the new cruise within 12 months of the cancellation date. Any unused part of the credit is forfeited.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"}},{"do":"If Carnival cancelled your cruise or delayed it more than 3 calendar days and gave only a credit, ask in writing for a refund instead (see refund_request).","channel":{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}},{"do":"If Carnival refuses the nonperformance refund, file with the Federal Maritime Commission.","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"},{"id":"pre-cruise-specialist-phone","type":"phone","label":"Pre-cruise service specialist (questions about an upcoming cruise)","value":"+1-800-438-6744 ext. 70355","hours":"Mon–Fri 9:00 a.m.–10:00 p.m., Sat–Sun 9:00 a.m.–6:00 p.m. EST","purposes":["reservation_problem","travel_credit","refund_request"],"notes":"From outside the U.S. call +1-305-599-2600 ext. 70355. Listed on the Contact Guest Care form page.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"},{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}],"facts":[{"kind":"limit","claim":"For an Early Saver cancellation before the final payment due date, the future cruise credit equals the deposit minus a $50 per person service fee. It must be used for a new reservation within 12 months from the date of cancellation, only on Carnival sailings available in U.S. dollars and only toward the price of that cruise. Any unused portion is forfeited.","issues":["travel_credit","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Carnival owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Carnival owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["help.carnival.com answer pages (including the nonperformance refund policy) render only with JavaScript; a plain fetch returns an empty page.","The Guest Care form needs the booking number, ship and sail date. Guest Care has no published phone number.","Sail & Sign statements need sign-in to the carnival.com account.","Carnival says it cannot speed up the release of bank holds; only the card issuer can."],"security":{"official_domains":["carnival.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Carnival. The FTC says to hang up without pressing any numbers and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 by loading carnival.com pages. The Ticket Contract page did not show a revision date. The nonperformance refund policy (help.carnival.com answer 10034) did not load; its terms come from a search-result snippet, and the FMC's refund page links to it. The cancellation schedule is from the booking-engine policy page and matches Ticket Contract Section 7. Final payment due dates, deposit amounts and refund processing times for voluntary cancellations were not found on a loadable page. A search-result snippet mentioned a Guest Care email address; it is not recorded because the page that shows it could not be loaded.","warnings":[]},"reservation_problem":{"company":{"id":"carnival-cruise-line","name":"Carnival Cruise Line","sector":"cruise","website":"https://www.carnival.com","account_url":null},"issue":{"id":"reservation_problem","name":"Reservation not honored"},"playbook_source":"company","summary":"Carnival's contract lets it change ports and the itinerary without compensation, except for mechanical failures and federal requirements. For denied boarding or a problem on a past sailing, send written particulars to Guest Care within 30 days after you leave the ship; a suit must start within six months.","evidence":["booking number","ship and sail date","what was promised and what happened","photos","names","receipts for extra costs"],"steps":[{"do":"Raise the problem on board at Guest Services before you leave the ship, and note names and times."},{"do":"Within 30 days after you leave the ship, send written particulars through the Guest Care form (choose \"Denied Boarding\" or \"Past Sailing\").","channel":{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}},{"do":"If Carnival owes a refund and does not pay, dispute the charge with your card issuer."},{"do":"Note the forum rules before you sue. Non-injury claims for less than $8,000 go to small claims court in Miami-Dade County, Florida; larger ones go to arbitration. A suit must start within six months after you leave the ship."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"},{"id":"pre-cruise-specialist-phone","type":"phone","label":"Pre-cruise service specialist (questions about an upcoming cruise)","value":"+1-800-438-6744 ext. 70355","hours":"Mon–Fri 9:00 a.m.–10:00 p.m., Sat–Sun 9:00 a.m.–6:00 p.m. EST","purposes":["reservation_problem","travel_credit","refund_request"],"notes":"From outside the U.S. call +1-305-599-2600 ext. 70355. Listed on the Contact Guest Care form page.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"},{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Ticket Contract Section 8(d) says Carnival may change the duration or itinerary of the cruise at any time and may change or omit ports for any reason. Except for mechanical failures and federal requirements, it has no liability for compensation or other damages for these changes, and refers to its change-of-itinerary policy.","issues":["reservation_problem"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Ticket Contract Section 14(b): for claims other than personal injury, illness or death, written particulars must be given within 30 days after the guest is landed from the vessel; a suit must be commenced within six months after landing and served within 120 days after commencement.","issues":["reservation_problem","poor_service","refund_request","accessibility"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Sections 14(d) and 14(e): claims other than personal injury, illness or death that seek less than $8,000 must be brought in small claims court in Miami-Dade County, Florida; those seeking more than $8,000.00 go to binding arbitration administered by National Arbitration and Mediation (NAM) in Miami-Dade County (attorney fees, costs and interest excluded from the amount). Section 15 waives class actions and class arbitration.","issues":["refund_request","poor_service","reservation_problem"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Carnival owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Carnival owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["help.carnival.com answer pages (including the nonperformance refund policy) render only with JavaScript; a plain fetch returns an empty page.","The Guest Care form needs the booking number, ship and sail date. Guest Care has no published phone number.","Sail & Sign statements need sign-in to the carnival.com account.","Carnival says it cannot speed up the release of bank holds; only the card issuer can."],"security":{"official_domains":["carnival.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Carnival. The FTC says to hang up without pressing any numbers and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 by loading carnival.com pages. The Ticket Contract page did not show a revision date. The nonperformance refund policy (help.carnival.com answer 10034) did not load; its terms come from a search-result snippet, and the FMC's refund page links to it. The cancellation schedule is from the booking-engine policy page and matches Ticket Contract Section 7. Final payment due dates, deposit amounts and refund processing times for voluntary cancellations were not found on a loadable page. A search-result snippet mentioned a Guest Care email address; it is not recorded because the page that shows it could not be loaded.","warnings":[]},"accessibility":{"company":{"id":"carnival-cruise-line","name":"Carnival Cruise Line","sector":"cruise","website":"https://www.carnival.com","account_url":null},"issue":{"id":"accessibility","name":"Disability assistance problem"},"playbook_source":"company","summary":"Tell Carnival about a need in writing at booking and complete the pre-cruise forms. Send post-cruise ADA concerns to the Guest Access team at access@carnival.com; Carnival says it responds within 30 days. The contract's 30-day notice and six-month suit limits also cover ADA claims.","evidence":["booking number","pre-cruise forms and requests sent","dates","names","what was not provided","photos"],"steps":[{"do":"At booking, notify Carnival in writing of the special need and complete all applicable pre-cruise forms. Call the Guest Access team with questions.","channel":{"id":"guest-access-phone","type":"phone","label":"Guest Access team (guests with disabilities)","value":"+1-800-438-6744 ext. 70025","purposes":["accessibility"],"notes":"Australia 1-300-385-625; New Zealand 0800-442-095. Ticket Contract Section 6(c) lists the Guest Access Desk as 305-599-2600 ext. 70025. The accessibility FAQ page lists no hours.","source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"}},{"do":"Meet the advance-notice deadlines on the accessibility FAQ (for example hydraulic-lift transfers 14 days before sailing, service dog documents one week before)."},{"do":"On board, ask Guest Services for help; a TTY is available there 24 hours a day."},{"do":"After the cruise, email the Guest Access team a written complaint within 30 days after you leave the ship.","channel":{"id":"guest-access-email","type":"email","label":"Guest Access team email (accessibility questions and post-cruise ADA concerns)","value":"access@carnival.com","purposes":["accessibility"],"notes":"Carnival says all post-cruise ADA concerns will be responded to within 30 days.","source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"}},{"do":"If Carnival does not resolve it, you can also file an ADA complaint with the U.S. Department of Justice (see the facts below)."}],"channels":[{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"},{"id":"guest-access-phone","type":"phone","label":"Guest Access team (guests with disabilities)","value":"+1-800-438-6744 ext. 70025","purposes":["accessibility"],"notes":"Australia 1-300-385-625; New Zealand 0800-442-095. Ticket Contract Section 6(c) lists the Guest Access Desk as 305-599-2600 ext. 70025. The accessibility FAQ page lists no hours.","source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"},{"id":"guest-access-email","type":"email","label":"Guest Access team email (accessibility questions and post-cruise ADA concerns)","value":"access@carnival.com","purposes":["accessibility"],"notes":"Carnival says all post-cruise ADA concerns will be responded to within 30 days.","source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Carnival's accessibility FAQ sets these advance-notice times: mobility devices as soon as the need is known; hydraulic-lift airport transfers (North America) no later than 14 days prior to sailing; service dog documents (U.S. sailings) no later than one week prior to sailing; a 60-day notice is strongly encouraged for a sign language interpreter; 30-day advance notice is required for accessible airport transfers in Europe.","issues":["accessibility"],"source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"},{"kind":"process","claim":"All post-cruise ADA concerns will be responded to within 30 days, according to Carnival's accessibility FAQ. The designated ADA Responsibility Officer is the Vice President, Guest Operations.","issues":["accessibility"],"source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 6(c) asks guests with special needs to notify Carnival in writing at the time of booking, and says Carnival does not provide one-on-one personal care assistance. Section 14(b) applies its 30-day notice and six-month suit limits expressly to claims involving civil rights and the Americans with Disabilities Act.","issues":["accessibility"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"On July 23, 2015, the United States and Carnival Corporation entered into an ADA settlement agreement covering 62 ships of Carnival Cruise Line, Princess Cruises and Holland America Line. Carnival Corporation agreed to provide three percent of total cabins as accessible cabins, pay a $55,000 civil penalty and pay $350,000 in damages to complainants. This is an archived DOJ page; it does not say whether the agreement is still in force.","issues":["accessibility"],"source":"https://archive.ada.gov/carnival/carnival_fact_sheet.html","last_verified":"2026-10-13"},{"kind":"contact","claim":"The Department of Justice takes ADA complaints online at https://civilrights.justice.gov/report, by mail to U.S. Department of Justice, Civil Rights Division, 950 Pennsylvania Avenue, NW, Washington, DC 20530, and answers questions on the ADA Information Line 800-514-0301 (TTY 1-833-610-1264).","issues":["accessibility"],"source":"https://www.ada.gov/file-a-complaint/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Carnival owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Carnival owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["help.carnival.com answer pages (including the nonperformance refund policy) render only with JavaScript; a plain fetch returns an empty page.","The Guest Care form needs the booking number, ship and sail date. Guest Care has no published phone number.","Sail & Sign statements need sign-in to the carnival.com account.","Carnival says it cannot speed up the release of bank holds; only the card issuer can."],"security":{"official_domains":["carnival.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Carnival. The FTC says to hang up without pressing any numbers and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 by loading carnival.com pages. The Ticket Contract page did not show a revision date. The nonperformance refund policy (help.carnival.com answer 10034) did not load; its terms come from a search-result snippet, and the FMC's refund page links to it. The cancellation schedule is from the booking-engine policy page and matches Ticket Contract Section 7. Final payment due dates, deposit amounts and refund processing times for voluntary cancellations were not found on a loadable page. A search-result snippet mentioned a Guest Care email address; it is not recorded because the page that shows it could not be loaded.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Carnival owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Carnival owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["carnival.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Carnival. The FTC says to hang up without pressing any numbers and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"Carnival Cruise Line — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/carnival-cruise-line.md","markdown":"## In short\n\nCarnival handles post-cruise complaints in writing through its Guest Care form; Guest Care has no published phone number. The Ticket Contract has short deadlines: written notice within 30 days after you leave the ship and a lawsuit within six months for non-injury claims, and 185 days and one year for injury. If Carnival cancels a cruise or delays it more than 3 days, its nonperformance policy gives a refund if you ask by the 180th day after the original sail date, and the Federal Maritime Commission is the next step if that fails. Cancelling yourself costs more the closer you get to the sail date, up to 100% of the fare 14 days or less before departure.\n\n## How complaints actually go\n\n- Phone calls about a current reservation go to Customer Service at (800) 764-7419; post-cruise matters go to the Guest Care team through the Post-Cruise Inquiries page, and the contact page lists no Guest Care phone number. [Carnival: Contact us](https://www.carnival.com/about-carnival/contact-us)\n- The Contact Guest Care form asks for the booking number, ship and sail date, and offers four topics: Denied Boarding, Past Sailing, Did Not Sail - Cancellation, and Future Sailing. The page states no response time. [Carnival: Contact Guest Care](https://www.carnival.com/request-forms/contact-guest-care)\n- Spa, art, casino, lost-and-found and photo issues go to separate forms or partner companies listed on the Post-Cruise Inquiries page, not to Guest Care. [Carnival: Post-Cruise Inquiries](https://www.carnival.com/post-cruise-inquiries)\n- Accessibility complaints go to the Guest Access team (access@carnival.com, 1-800-438-6744 ext. 70025); Carnival says all post-cruise ADA concerns are answered within 30 days. [Carnival: accessibility FAQs](https://www.carnival.com/about-carnival/special-needs/faqs)\n- For a cruise Carnival cancels or delays more than 3 calendar days, the nonperformance policy says Carnival answers a refund claim by email within 180 days; this text was seen in a search-result snippet because the help page needs JavaScript. [Carnival: Nonperformance of Cruise Refund Policy](https://help.carnival.com/app/answers/detail/a_id/10034)\n- The Federal Maritime Commission lists each cruise line's official nonperformance refund policy page, including Carnival's. [FMC: How to obtain a refund from a cruise line](https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/)\n\n## What tends to work\n\n- Put the complaint in writing through the Guest Care form within 30 days after you leave the ship; the Ticket Contract (Section 14(b)) requires written particulars in that time for non-injury claims. [Carnival Ticket Contract](https://www.carnival.com/about-carnival/legal-notice/ticket-contract)\n- When Carnival cancels or delays a cruise more than 3 days, ask for the refund rather than accepting a future cruise credit; the nonperformance policy (search-result snippet) says you are free to choose either. [Carnival: Nonperformance of Cruise Refund Policy](https://help.carnival.com/app/answers/detail/a_id/10034)\n- If you cancel, check the day count first: for cruises of 6 days or more there is no charge (except non-refundable charges) up to 91 days before departure, and for most 2–5 day cruises up to 76 days. Government taxes and fees and prepaid gratuities are refunded in full. [Carnival: deposit, final payment and cancellation policy](https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy)\n- For accessibility needs, notify Carnival in writing at booking and meet the FAQ's advance-notice times, such as 14 days for hydraulic-lift transfers and one week for service dog documents on U.S. sailings. [Carnival: accessibility FAQs](https://www.carnival.com/about-carnival/special-needs/faqs)\n- If an ADA problem is not resolved, the Department of Justice takes ADA complaints online and by mail. [ADA.gov: File a complaint](https://www.ada.gov/file-a-complaint/)\n\n## Traps and fine print\n\n- Non-injury claims must be sued within six months after you leave the ship. Claims under $8,000 must go to small claims court in Miami-Dade County, Florida; claims over $8,000 go to binding arbitration with National Arbitration and Mediation, and Section 15 waives class actions. [Carnival Ticket Contract](https://www.carnival.com/about-carnival/legal-notice/ticket-contract)\n- Injury, illness and death claims need written notice within 185 days and a suit filed within one year in the U.S. District Court for the Southern District of Florida in Miami. [Carnival Ticket Contract](https://www.carnival.com/about-carnival/legal-notice/ticket-contract)\n- The contract lets Carnival change the itinerary or skip ports for any reason without compensation, except for mechanical failures and federal requirements. When it cancels a cruise for reasons other than mechanical failure, the contract gives a future cruise credit or onboard credit, not cash. [Carnival Ticket Contract](https://www.carnival.com/about-carnival/legal-notice/ticket-contract)\n- The 30-day notice and six-month suit limits apply to ADA and civil-rights claims as well. [Carnival Ticket Contract](https://www.carnival.com/about-carnival/legal-notice/ticket-contract)\n- An Early Saver deposit is non-refundable. Cancelling before final payment gives a credit worth the deposit minus a $50 per person fee, which must be used within 12 months, and any unused part is forfeited. [Carnival: deposit, final payment and cancellation policy](https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy)\n- Pre-authorization holds on your card can exceed the actual charges, and Carnival says it cannot speed up their release; only your bank can. [Carnival: Post-Cruise Inquiries](https://www.carnival.com/post-cruise-inquiries)\n\n## By the numbers\n\n- July 23, 2015: Carnival Corporation's ADA settlement with the United States covered 62 ships of Carnival Cruise Line, Princess Cruises and Holland America Line, with a $55,000 civil penalty and $350,000 in damages to complainants (archived DOJ fact sheet; current status not stated). [DOJ: Carnival settlement fact sheet](https://archive.ada.gov/carnival/carnival_fact_sheet.html)\n\n## Scams that target customers\n\n- Bitdefender (March 2025) reported that in January 2025 scammers posed as Carnival representatives, claiming unpaid balances or fees through emails, fake ads and fake phone numbers; one passenger nearly paid $456 after calling a spoofed number. Check any balance in your carnival.com account or by calling the number on Carnival's own contact page. [Bitdefender: cruise scams](https://www.bitdefender.com/en-us/blog/hotforsecurity/cruise-scams-how-they-work-and-how-to-stay-safe), [Carnival: Contact us](https://www.carnival.com/about-carnival/contact-us)\n- The FTC warned in January 2020 of robocalls offering two free cruise tickets for a survey, followed by upsells and $59 per person in port taxes and fees. The alert does not name Carnival. Hang up without pressing a number. [FTC consumer alert, January 10, 2020](https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell)\n- Carnival publishes its phone numbers on its carnival.com contact page; use those numbers rather than numbers from search ads, social posts or unexpected callers. [Carnival: Contact us](https://www.carnival.com/about-carnival/contact-us)\n"},"guide":{"key":"cruise","title":"Cruise lines — how complaints work","last_verified":"2026-10-13","file":"guides/cruise.md","page":"https://escalate.alexgaoth.com/#/guides/cruise"}}