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What was supposed to be a smooth departure from Southern California turned into a frustrating waiting game for guests onboard Carnival Cruise Line’s Carnival Firenze, after a widespread technology and connectivity failure left the ship stuck in Long Beach far longer than planned.
The Venice-class cruise ship was scheduled to depart on December 15, 2025, for a 6-night Mexican Riviera itinerary to Cabo San Lucas and Ensenada.
Instead, guests found themselves docked overnight — with limited onboard services, no Wi-Fi, and very little clarity on when the ship would finally set sail.
What Went Wrong on Departure Day
According to multiple guest accounts shared on TikTok, Reddit, and Cruise Mapper, Carnival Firenze was originally set to leave Long Beach around 3:00 p.m. on December 15.
However, during embarkation, the ship experienced what the crew described as a “connectivity matter” — later referred to by guests as a major system crash.
During an announcement over the public address system, crew members explained that technicians were actively troubleshooting the issue, but that the ship could not legally sail without fully functional systems.
“Since we must have a working system before we can set sail, we will continue to troubleshoot and are hopeful we’ll resolve this tonight,” the announcement stated.
Unfortunately, that fix didn’t come quickly.
Ship Remains Docked Overnight as Systems Stay Offline
Photo Credit: Cruise Mapper
By the evening of December 15 — and even into the early morning hours of December 16 — Carnival Firenze remained firmly docked in Long Beach.
Cruise tracking data confirmed the delay, showing the ship still in port well into the next day.
Guests onboard described widespread outages, including:
- No Wi-Fi access
- Carnival HUB app not working
- Power outlets are not functioning in some areas
- Casino closed
- Room service unavailable
- Limited onboard atmosphere due to inactive systems
One frustrated passenger commented online:
“It’s 12 a.m. and we still haven’t moved. Honestly, we’re just staying in the room because nothing is really going on.”
Another guest raised concerns about safety and communication during the outage:
“I can’t see two feet in front of me because of fog. I’m wondering what happens if someone has a medical emergency — the phone connects to no one.”
Confirmation that the Issue Was Not Present Earlier
Interestingly, guests from Carnival Firenze’s previous voyage noted that the ship’s systems were working normally earlier that same morning.
One passenger who disembarked around 7:00 a.m. on December 15 joked online:
“Everything was working when we got off. I’m pretty sure I unplugged the iron — good luck!”
This suggests the system failure occurred during or shortly after embarkation, complicating operations at the worst possible time.
Itinerary Changes: Ensenada Dropped
As the delay stretched overnight, Carnival confirmed that the original itinerary would need to be adjusted.
The initial plan had been:
- Cabo San Lucas – December 17–18 (overnight)
- Ensenada – December 20
- Return to Long Beach – December 21
However, with the extended delay:
- Ensenada was removed from the itinerary
- The ship will proceed directly to Cabo San Lucas
- Cabo will now be visited for a double call on Thursday, December 18, and Friday, December 19
Guests were told more updates would follow as plans were finalized.
Carnival Acknowledges Guest Frustration
During multiple onboard announcements, crew members apologized directly to guests, acknowledging how disruptive the situation had become.
“We know that this uncertainty is very disappointing, and we sincerely apologize for the disruption. We ask for your understanding and patience.”
Carnival’s brand ambassador, John Heald, also addressed the situation after guests reached out on social media.
“I don’t have any news yet. The Captain will be in touch with everybody onboard. Thank you so much for your patience,” Heald wrote.
Internet Restored and Departure Approved
Finally, on December 16, around 10:30 a.m. PST, guests received the announcement they had been waiting for.
“I have great news — our internet has officially been restored.”
The message was met with applause throughout the ship, signaling that the system issues had finally been resolved.
Guests were instructed to log back into the Carnival HUB app, which would be updated with the day’s revised schedule. With systems operational again, Carnival Firenze was cleared for departure.
The ship is now expected to sail around 1:00 p.m. PST.
Compensation for Guests
To help make up for the disruption — and the loss of the Ensenada port call — Carnival confirmed that every stateroom will receive $100 in onboard credit (OBC).
While it doesn’t replace a missed port, the credit gives guests some flexibility to enjoy specialty dining, drinks, spa treatments, or onboard shopping during the remainder of the cruise.
About Carnival Firenze
Carnival Firenze joined the Carnival fleet in April 2024 after being transferred from Costa Cruises, Carnival’s sister brand.
The ship carries approximately 4,126 guests and is part of Carnival’s Venice-class, known for its Italian-inspired design.
Firenze is one of two ships transferred from Costa:
- Carnival Firenze (Long Beach)
- Carnival Venezia (Port Canaveral)
Both ships were refurbished to include Carnival’s signature venues while preserving their European flair.
Final Thoughts
Technology issues are among the most disruptive problems a cruise ship can face — especially when they affect navigation, safety systems, guest apps, and onboard operations all at once.
While Carnival Firenze’s delay was frustrating for guests, the cruise line ultimately prioritized safety and compliance over rushing to sea.
With systems restored, compensation issued, and a revised itinerary in place, the ship can finally move forward — albeit with a rocky start to what was meant to be a relaxing Mexican Riviera getaway.
