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Carnival DREAM Cancellations and Compensation

March 15, 2013

Carnival DREAM Passenger Compensation for March 13th, 2013 Cancellation

Carnival Cruise Lines has been in contact with the Commission regarding the recent difficulties encountered on the CARNIVAL DREAM. Carnival informed Commission staff that it experienced a malfunction of the emergency diesel generator during a test that occurred at dock in St. Maarten on March 13. Due to repairs, the vessel is unable to complete its voyage.

Carnival Cruise Lines informed the Commission that it is returning passengers to Orlando either via chartered flight or commercial air service. The company indicated that it is also making travel arrangements for passengers to return home from Orlando. For passengers that parked their cars at Port Canaveral, Carnival has committed to bus those passengers from Orlando to the port.

Carnival has also informed the Commission that it will provide the following compensation to passengers affected by the malfunction:

  • 3 day refund of cruise fare
  • 50% discount on a future 2-7 day cruise with the current rates protected for the future sailing
  • Gratuity adjustment if passengers disembark earlier than expected

Carnival DREAM Cancellation March 16th, 2013

Carnival has notified the Commission that due to repairs, the company has cancelled the March 16 sailing of the Carnival DREAM.

Carnival has informed the Commission that it will provide passengers of the cancelled cruise with the following:

  • A full refund of the cruise fare, pre-paid shore excursions, gratuities, government fees and taxes and Carnival Vacation Protection Plan;
  • Reimbursement of non-refundable travel expenses;
  • 25% discount on a future cruise; and
  • Guests who book a future cruise will have their current rate protected on a future sailing

In a letter sent to passengers, Carnival Cruise Line’s Vice President of Guest Services and Support, Vicky Rey, informed passengers that refunds would be automatically processed within 10 days. She also asked passengers to submit proof of transportation to Guestadmin@carnival.com.

Ms. Rey also indicated that passengers with questions or concerns could contact Carnival Cruise Lines at 1-800-CARNIVAL.

Questions or concerns may also be directed to the Commission’s Office of Consumer Affairs & Dispute Resolution Services at 202-523-5807 or complaints@fmc.gov.