Q. Why have two payments been taken for my on board account?

If these are of different value, the main reason is likely to be that on the morning of the final day of your cruise, your on board account would have been cleared by an automatic credit / debit card payment using the card details you supplied. Any purchases made after this payment has been taken will generate a second credit / debit card payment.

The other reason this may happen is that a 'pre authorisation' has been requested. These are likely to be for multiple payments.

 

Pre authorisations are processed on a daily basis and are completed to ensure your bank holds enough funds to clear your account. Your bank does not actually release any money and we do not actually ask for this to be paid to us.

However, should you have any concerns over this, please contact your Card Services Number which is on the back of your credit/debit card. 

 

Please see some useful questions below regarding pre authorisations: 

What is a Pre Authorisation?

 A Pre Authorisation is a known industry wide issue and is either:

  • An amount of money related to your on board account daily spend earmarked (but not charged) on your card account to be processed in full at the end of the cruise, or
  • When more than one transaction is processed on your card for a booking on any day – this will show as both a payment and a Pre Authorisation on your statement until the Pre Authorisation drops off / is removed.

In summary, a Pre Authorisation is a result of the bank not matching the payment authorisation with the settlement.

 

What can Carnival UK do to help remove the Pre Authorisation?

Only banks can release Pre Authorisations. Carnival UK can ask banks to release the Pre Authorisations, but cannot guarantee that they will. To expedite the process, Carnival UK has contacted your card provider in order to remove the Pre Authorisation as soon as possible.

This process can take up to 48 hours from the time the request is submitted.

If the Pre Authorisation has not been removed from your account within 48 hours, you will need to contact your card provider in order to progress further. There is nothing further that Carnival UK can do to facilitate once the request is submitted.

For P&O on board accounts and booking Pre Authorisations, again these will be removed from your account automatically after 7 to 10 days.

We apologise for any inconvenience this matter may have caused you. Please visit our website for contact details.

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