A couple planning their dream cruise aboard Carnival Horizon were left stunned when their booking was mysteriously cancelled – only to later discover an unexpected culprit behind the ordeal.
The incident, which unfolded on 17th February 2025, was first shared online by the affected passenger, who detailed how their eagerly anticipated June 2025 sailing was abruptly refunded without warning.
The booking had been made over a month earlier, and everything seemed in order. Flights were booked, childcare was arranged, and the couple were eagerly counting down to their first cruise together.
But when an unexpected refund of $1,900 appeared in their bank account, they knew something was amiss.
Checking their Carnival Cruise Line account, they discovered the reservation was gone. A call to customer service only deepened the confusion – Carnival claimed the couple had cancelled the cruise themselves.
“I called this morning and they said our cruise was cancelled directly from our account at 9:30am on Thursday, 13th February,” the passenger explained.
However, both the husband and wife were at work at the time and had never attempted to cancel.
Worse still, Carnival’s customer service team refused to reinstate their original stateroom at the price they had paid, instead offering a lower-category interior cabin.
The situation took a bizarre turn when a commenter on the online post suggested an unlikely culprit: the husband’s ex-fiancée.
The shocking truth behind the cancellation
After spending hours on the phone with Carnival Cruise Line, the couple uncovered what had really happened.
The husband’s ex-fiancée, who had once joined him on a Carnival cruise, was still listed as the emergency contact on his cruise account.
Somehow, she had been able to log in using her email and cancel the trip without the couple’s knowledge.
It remains unclear how she retained access, but her involvement was enough for Carnival to reverse course.
In the end, after further calls with the cruise line, the couple received a free upgrade to a better cabin and a $300 onboard credit, which they plan to use for a snorkelling excursion.
While Carnival’s policy states that emergency contacts have limited access to alter a booking, the situation raises questions about security loopholes that might allow someone to interfere with another person’s reservation.
Generally, cancellations can be made without penalty if they occur before the final payment date, which for Carnival Horizon sailings longer than six days is 91 days before departure.
The couple’s refund suggests that their final payment deadline had not yet passed.
Carnival’s terms and conditions state that they may communicate with anyone contacting them from a provided contact number concerning a booking.
However, this incident highlights the importance of regularly updating contact details, particularly when an old emergency contact may no longer be trustworthy.
The unusual case serves as a cautionary tale for cruise travellers – especially those who may have forgotten to update account details after past relationships.
While most people will never face this kind of unexpected cancellation, it’s always worth double-checking emergency contacts and login credentials to ensure no unwanted access to personal travel plans.
As for this couple, their dream cruise is still set to sail – but now, they’ll be enjoying it with an upgraded stateroom and some extra spending money, thanks to one ex’s failed attempt at revenge.
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Jenni Fielding is the founder of Cruise Mummy. She has worked in the cruise industry since 2015 and has taken over 30 cruises. Now, she helps over 1 million people per month to plan their perfect cruise holidays.
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