Passengers aboard the July 24 Carnival Sunrise cruise experienced a combination of scorching ocean temperatures and broken air conditioning. While refunds were promised to affected passengers, some are still waiting for compensation. One passenger, who chose to remain anonymous, told Insider that the company’s response to the issue only added insult to injury.
During the cruise, as the ship traveled to Grand Cayman and Jamaica, outside temperatures soared above 90 degrees. Inside, vacationers reported dangerously warm cabin temperatures caused by malfunctioning air conditioning systems. Some rooms reached temperatures above 80 degrees. Videos circulating on social media captured angry passengers waiting in long lines to complain to customer service and displayed thermometers in their staterooms with unbearable temperatures. These staterooms cost over $294 per person per night.
The impacted passenger shared her frustration with Insider, explaining that her concerns were dismissed by a customer service representative and was advised to email the corporate customer service address. “A representative couldn’t handle my concerns,” she said. “The reply email I received said that I could expect an email reply upwards of 45 days from now.” After waiting for just over two weeks, she received a credit for approximately half the cost of her July 24 tickets, which left her somewhat satisfied.
However, other passengers haven’t been as fortunate. Jaquillia Jones, who vacationed with 27 family members, including her 12-year-old son, received a mere $160 credit towards her bill, which totaled over $2,000. Despite being promised a similar refund as other passengers, Jones has not received any further communication from the company. Frustrated with the handling of the situation, Jones expressed her disappointment, stating that companies should not be allowed to mistreat their customers.
Jones highlighted other issues with her cruise experience, including unclean rooms upon arrival and a decline in food quality compared to previous Carnival Cruises she had taken. Despite forgiving these issues, Jones found the unacceptable air conditioning to be the breaking point. She expressed shock and disappointment at how the company had handled customer complaints.
While Jones received a partial refund and a letter promising a refund credit, other passengers are still awaiting any response. On TikTok, passengers shared their experiences of sailing without air conditioning and expressed their frustration at the lack of refunds even weeks after disembarking. One passenger filmed the long wait in line for customer service, revealing that, after two weeks, she still had not heard anything about her expected refund. Instead, she received an email from the billing department stating that she owed $10, despite already having a credit.
In response to the situation, a representative from Carnival Cruise Line issued an apology to impacted guests, blaming the air conditioning system for the discomfort experienced. The company claims to have replaced the primary coils responsible for the initial air conditioning failure. The representative stated that crew members were dispatched to assess the situation and monitor stateroom temperatures upon receiving complaints. However, Jones revealed that no staff members visited her room to confirm the temperature, even after she had made a complaint.
The representative did not provide further details on how every guest room’s temperature was monitored without remote temperature monitoring equipment. Carnival Cruise Line offered a 50% refund to guests whose cabins did not meet the required comfort level, depending on the duration of the impact.
The representative also failed to address specific questions regarding the temperature threshold for refunds or the calculation used in determining the refund amount. They stated that a guest’s loyalty program status did not influence the compensation offer.
Jones expressed her disappointment at the company’s handling of her complaints, given her repeated patronage of their cruises. She emphasized that her son’s first cruise experience was ruined by the unbearable heat, and she expected better treatment from the company.
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