Mike B.

Carnival's response will be below my original complaint. Basically, their response is " Please know that although I am unable to discuss the details of a diagnosis made onboard, the medical center onboard is independently operated and is equipped to treat routine medical conditions as well as to initiate stabilization of more serious conditions. Your feedback has been forwarded to the appropriate onboard team for internal addressing." In other words, the medical isn't our problem. In the mean time, my wife will have more surgery as her recovery has not gone well. After much legal posturing, they do write, "Please do not allow this to tarnish your view of Carnival as a whole. We would be grateful for an opportunity to earn your trust back one day." Not likely...

There is no option for a score of 0 so they get a 1.

My wife and I sailed on the Carnival Dream on December 2,2023. On December 5 my wife was badly injured on the Lido deck of the boat. Here are my complaints/concerns:

We were told by your security team that we would be provided a copy of the accident report. This has not happened.
We were told by your security team that the event would be investigated applying facial recognition to try to identify the person who injured her.
I have made calls to the number that your security team provided and only become frustrated. It seems if I was wanting to purchase a new cruise I would have had better luck talking to a person.
My wife was badly misdiagnosed aboard the Dream. She was rightly told her left elbow was broken and dislocated. She was told her right wrist was badly sprained. This was false. The wright wrist was broken and dislocated. Sounds a lot like malpractice. This broken wrist was wrapped in an Ace bandage with no support.
Gayle was given "Naxproxen" which is about the strength of Aleve according to her surgeon. Her pain was a level 10+.
We were told there was not an ice pack on the ship. This is amazing!
We were stranded on the Dream for an extra day because we were at Carnival's private island and there was no airport. While stranded on the boat there was not a single Carnival representative that made an appearance or showed any concern for our plight.
When visiting Customer Service to arrange getting off the ship there was no effort to help with arrangements. We were simply told to be at the library the next morning at 6:30 AM with airline tickets and passports in hand. We were not even asked if we may need help with luggage.
We were made to pay more than $700.00 for the poor medical care to be allowed to exit the boat.
After sharing my displeasure on the survey, no responded... nothing happened.
I could go on...

Since being home my wife has had surgery on both arms. It is unknown if she will ever regain total flexibility of the elbow. The surgeon had to reassemble ten pieces of the bone. She is in for a very long recovery. Again, Carnival seems not to care.

Today, I am insisting that we are emailed a copy of the accident report we were promised with the results of the videos with facial recognition. I would also insist on a bit of compassion but I know that is probably not going to happen.

This letter was sent to guest services on January 8th, so far…. Nothing.

Dear Mike and Gayle,

Thank you for writing into Carnival.

Please know any communication will remain in writing.

We are sorry to learn the details of Gayle's experience onboard. I genuinely hope she is progressing through recovery and remains in good health at this time. It was never in our intention to come across as dismissive or to leave you disappointed in the treatment received in the medical center onboard. Please know that although I am unable to discuss the details of a diagnosis made onboard, the medical center onboard is independently operated and is equipped to treat routine medical conditions as well as to initiate stabilization of more serious conditions. Your feedback has been forwarded to the appropriate onboard team for internal addressing.

Regarding any incident reports we may have internally, please be advised that the cruise line incident reports, videos, photos, and witness statements are considered attorney work product and are protected from disclosure. As such we are unable to provide you with the specific additional information requested. We will, however, fully cooperate with law enforcement and/or governmental agencies in furtherance of any lawful investigation.

Please do not allow this to tarnish your view of Carnival as a whole. We would be grateful for an opportunity to earn your trust back one day.

Sincerely,

Christian P.
Guest Care Specialist
Carnival Cruise Line | 3655 NW 87th Avenue | Miami, FL ******* |
*******@carnival.com