Carmen M.
1/5
Lina with Pineapple Dream Vacations, Inc. has provided unsatisfactory customer service since I signed up for this Cruise with my family in July 2019. Every time I was ready to send in a payment she would ask me to send it in a different form other than using my debit card over the phone, such as Zelle or PayPal. She was very slow in responding to emails or texts, and half the time I called she wasn’t in her office or in front of her computer to assist me. She also would never update the invoice to reflect my current balance and I ultimately had to create my own invoice and send it to her to make sure she was doing her job correctly to track my payments. Well, Coronavirus happened and in March 2020 Carnival canceled our cruise set for June 14, 2020. Lina emailed us as a group to inform us we can be refunded or get a future cruise credit. All but one of us opted for the refund which we should have received within 90 days. Many cousins of mine attempted to follow up with Lina to no avail. It wasn’t until we contacted Carnival directly that we were notified all received future cruise credits and our agent had not been following up over those 3 months. Now, we have to wait another 90 days potentially to be refunded. On top of that, when I called Carnival via three way with Lina (since Carnival won’t provide much info without the travel agent on the phone) she didn’t even have the booking number or her agent number available so that was a waste of time. Overall, I just want my money that was almost $2K. This experience has caused me to never use a travel agency again! My recommendation, don’t use this travel agency!
