The video of her response has been viewed millions of times.
The cruise industry has been one of the hardest hit by COVID-19.
Australians and New Zealanders have spent close to 14 million nights on these ships.
Carnival operates AIDA, Carnival and Princess among other cruise lines.
The report found crew onboard the ship were not to blame.
Affected customers can get a full refund or a future cruise credit with a bonus.
The company says it will be carrying out strict health and safety measures.
The COVID-19 pandemic strikes again.
The cruise industry has been one of the hardest hit by the crisis.