Dear Help Squad:
I’m disappointed in the following outcome of a situation that occurred on a Carnival Cruise ship in June of this year.
I have to use a CPAP machine nightly in order to maintain my health. Consequently, I am extremely careful when it comes to my machine and I always carry it with me. My CPAP machine worked properly when I boarded a Carnival cruise ship in June. I used it for two days and on the third day work was done in our cabin without my knowledge. New carpeting was installed and all our belongings, including my CPAP machine, were put in the hallway. During the maintenance, my CPAP machine was damaged and that night it did not work.
The next day I called Guest Services and was told to bring my machine in. Medical Services examined it but no one there had the knowledge to fix it. Finally I was told they couldn’t help me. As a result I was obliged to continue the trip without use of my CPAP machine. I felt daily fatigue as I awoke several times each night.
Upon my return, I took my CPAP to be fixed. The bill was $485. It took from June until the middle of September to fix it. Due to the inconvenience I suffered, I feel that Carnival owes me the amount I paid to fix the machine. All of this could have been avoided if someone had simply notified me that new carpeting was going to be installed in our cabin. I would have taken care of my machine and ultimately been better able to enjoy the cruise.
Carnival’s reply, when I emailed them my complaint, included the following from a Special Advisor in the Office of the President:
“We regret learning of the damage your CPAP machine sustained during your Alaska cruise … this past summer.
“As customary, before any scheduled maintenance is being done, a letter is placed in the cabin to inform the guest with information and the capability to reschedule if necessary. We apologize this may have been missed …. I’m sorry [to] say we are unable to respond favorably to your request.”
Carnival has failed to accept responsibility for their careless behavior in handling this issue. Your help in resolving this matter is greatly appreciated.
Marianne
Palatine
Though Marianne’s initial attempts to obtain a satisfactory resolution through Carnival’s Office of the President proved challenging, it was smoother sailing once Help Squad got involved. We began by alerting Carnival’s Special Advisor that Help Squad would be featuring Marianne’s complaint in an upcoming column. We then touched base with Carnival’s media relations department to inquire whether they were aware of the situation. From that point on, Public Relations Manager Aly Bello took the lead on again presenting Marianne’s complaint to Carnival’s Guest Care Department. Within 24 hours of Aly requesting a copy of the receipt for the CPAP machine’s repairs, Marianne received a phone call informing her that Carnival had taken another look at her problem and she would be receiving a check for the full cost of repairs – $485.
At the same time, Help Squad received the following update from Aly: “Thank you for sending [Marianne’s] receipt for the repair of the CPAP machine. Our guest care department has re-evaluated the situation and, in the interest of resolving the matter with the guest, we have decided to reimburse her for the full amount of the repair. A check will be sent to [Marianne] in 7–10 business days. Once again, thank you for the opportunity to review this.”
Now – for more than one reason – Marianne can breathe easier.
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