Princess Cruise Line Customer Service Issues

Princess Cruise Booking #HK3KXK I wanted to share my experience with Princess Cruise Line, as a shareholder and a dedicated cruiser with other companies. I recently booked a balcony room, which I was happy with, until an upgrade offer came through without warning of an obstructed view. Despite raising my concerns to a supervisor, the response was underwhelming, offering only a $50 onboard credit as compensation. This upgrade, which I accepted for $[redacted] each, turned out to be disappointing. I believe transparency regarding the obstructed view should have been disclosed prior to the upgrade offer. My hope in sharing this is for the company to improve its communication and customer service. Looking forward to the rest of the trip with higher expectations. Best regards, Stacey T.

Subject: Suggestions for Aruba Port of Call To Princess Cruise Line, We are seasoned cruisers and visit Aruba in March, June, and October each year. Our preferred spot is the renowned Eagle Beach, perfect for relaxation rather than shore excursions. We are proud members of the Captain's Circle Club and have enjoyed multiple journeys with your company. We have noticed that some cruisers are unprepared for the additional expenses in Aruba, like taxi fares, lunch money, and the $40 fee for an umbrella and 2 chairs. This leads them to trespass on our resort intended only for registered guests. We suggest better informing passengers to have sufficient cash for their visit to ensure a pleasant experience. It would be beneficial to remind them during shore excursion talks and in the daily cruise planner about these costs in Aruba. Thank you, Neil and Jo-Ann Campbell Captain's Circle # [redacted]38A (Neil) Captain's Circle # [redacted]38B (Jo-Ann)

My apologies, I am Marjorie Ellen Matthews residing at [redacted] Summerton Crescent in Sherwood Park, Alberta, Canada, with postal code T8H 2V5. My contact number is #[redacted], and my booking number is WK8MXM. I was advised to reach out to customer relations for refunds concerning the following charges: Port taxes and fees totaling $[redacted].51, transfers to and from Pre/Post cruise at $44 each way equating to $88, gratuities of $[redacted].40, cancellation of the return trip costing approximately $[redacted].24, and a $31.50 charge for an error regarding the 1st bag. Unfortunately, I missed my outgoing flight due to a medical emergency, experiencing two Grand Mal seizures on the scheduled departure day of my cruise. Regrettably, I was unable to cancel via phone due to my incapacitation. I kindly request a prompt response to this message. Thank you in advance. Mrs. Marjorie Matthews.

Hello, I recently returned from the Princess Ruby cruise from 2/14-2/18/19 with booking number HC7NMR. When we were in Santa Barbara on 2/15/[redacted], it was raining, which limited our activities on land. Unfortunately, there were no planned onboard activities for those who stayed on the ship. In Ensenada, although there were outdoor movies, the cold weather deterred many passengers from attending. The lack of evening shows and games was disappointing. Additionally, the Cruise Director, Natalie, seemed less engaged, and the overall activities program felt lacking compared to previous experiences. Our steward, Maria Villacruz, was not as attentive as we had hoped, and we encountered issues with cold food in the dining room. The large group of Faithful 49ers on the cruise contributed to overcrowding and long wait times for elevators. This experience has left us questioning whether to continue booking with Princess Cruises in the future, as we feel that this trip did not meet our expectations. Thank you.

My spouse and I made flight reservations through Princess Air with booking number VJ3TVL. Our planned American Airlines flight [redacted] from LA to San Francisco was delayed due to severe weather in Chicago, jeopardizing our connection to Sydney. We rescheduled our own flight to San Francisco for free to ensure we could make it to Sydney by February 2, [redacted]. We had to fly economy class on the alternate flight as there were no first-class seats available. We are seeking a refund for the price difference between the two classes. We also purchased Princess insurance. What are our options for this situation? Thank you, R. Brian Patteson and Stephanie Legant Patteson.

My parents, retirees, had booked two tickets for a 15-day cruise to the British Isles departing from Israel to London on July 11, [redacted], through Princess Cruises and an Israeli agency called Cruise Tour. Unfortunately, my father had a stroke recently, preventing him from attending the cruise due to medical reasons. Despite eagerly anticipating this trip and having saved for it as a luxury from their retirement funds, they had to reluctantly cancel. My father reached out to the travel agent and Cruise Tour, hoping for compassion given his health condition, but they insisted on a 55% cancellation fee. This fee is exorbitant, particularly for retirees who had planned and saved for this special vacation. I kindly request assistance in refunding my parents' trip costs by reaching out to Princess Cruises directly, as they have not been accommodating. Your help in understanding and resolving this matter would be greatly appreciated, with the hope of re-booking once my father is cleared medically. Thank you for your consideration.

I recently called the cruise ship to reach out to my friend. Despite the announcement stating no charges until connected, I seemed to be charged right from the start. On two occasions, no one answered for a minute, prompting me to hang up, resulting in a $44.75 charge for a brief 1.5-minute call. Later on, I attempted another call and was met with a rude female staff member who refused to connect me, citing a long list. A subsequent call with the same lady ended abruptly, costing me $26.85. I would appreciate it if I could be reimbursed for these frustrating experiences. Thank you for your attention.

I made a reservation on 11/20/18 for a cruise departing on 9/08/19 to Alaska. I noticed a lower fare available in May, so I contacted them, and they adjusted our rate accordingly. Unfortunately, this change also affected our onboard credit and gratuity benefits. I received an updated pricing list with the onboard credit details. I proceeded to book shore excursions, intending to use the onboard credits, but they deducted our referral rewards without applying the shipboard credits as expected. I have documentation of all the numbers communicated. I am eager to have this matter resolved before our cruise. How should I proceed to address this issue promptly?

I had to cancel a Princess cruise ( WG9RWL) due to a serious accident my wife had on August 3rd. Princess confirmed the cancellation on August 5th. We are in the process of claiming a refund for the Princess fares paid with our Chase credit card. The Card Benefit Services require confirmation from Princess that no refunds or credits are being offered for future travel. However, Princess customer service only responds via email and stated a four-week wait for a reply. This delay is unreasonable given our urgent medical and financial situation. We need a quick email statement from Princess to proceed with our claim. Their current delay in responding and withholding our funds is unacceptable.

During our recent cruise on the Regal Princess from August 28th to September 8th, my husband and I visited the spa. Our cabin, C521 under Robert Smith, was initially charged $[redacted].85 and my charge was $[redacted].85. However, on the last day, my husband was mistakenly charged $[redacted].28 for spa products to be sent home. Upon discovering this error, I informed the spa, and they provided a receipt for the $[redacted].28 charge. Despite emailing Princess customer relations weeks ago, I have not received a reply regarding the refund to my Princess card. I hope this matter can be resolved promptly. Thank you for your attention to this issue. - Barbara Smith

We had a full cruise booking, including airfare and transfers with Princess Cruise Lines for the 26th of this month. Upon arriving at LAX, we encountered the shuttle service that handled our carry-on luggage without permission. This bag contained important documents and my mother's ashes, and it was not intended to be checked in. Unfortunately, they misplaced it, leading to us missing the ship without any offered solutions even after hours on the phone with them. We had to cover the costs for accommodation, a return flight, and meals which would not have occurred if we were on board. This experience caused emotional distress and financial strain. I am hoping Princess Cruise Lines will rebook us for a similar cruise with all the amenities and compensate us for the expenses incurred due to their error. Although I would not use their shuttle service again, I expect a resolution promptly without being passed around on the phone. This situation has left us heartbroken and dissatisfied, seeking a quick and fair solution.

I recently booked a cruise with confirmation numbers XW4C9D and XW4XCK. I noticed an overcharge of over $[redacted], which I discovered on my own. Despite spending a lot of time with an agent who could not grasp the error and offered no help, I escalated the issue to supervisor Joni. Finally, Joni acknowledged the overcharge. Dealing with poorly trained staff who failed to listen and only followed a script was disheartening. It took escalating to a supervisor to resolve the problem. This experience has dampened my excitement for the upcoming adventure, and I hope no further issues arise with Princess Cruise Line. I appreciate and request a response to this email. Best regards, M. Peary

I recently had to cancel a cruise that I had booked using a gift certificate from Graton Casino. On November 11th, I contacted the company to cancel and was informed that I would receive a refund of $[redacted] out of the $[redacted] I had paid in deposit fees within 7 to 10 days. However, it has been almost 30 days since I cancelled, and despite multiple follow-ups, I have not received any updates on the status of my refund. Can someone please assist me with this matter?

I am Yoshinobu Hagi and I am currently experiencing difficulties providing my personal information for my Diamond Princess booking with booking code XPVJ6Q. Every time I try to input my Canadian postal code, which is V9G 2B4 (without a space between G and 2), I encounter error messages. Despite trying different variations, like removing the space, the website remains uncooperative. Additionally, I am facing issues with specifying my emergency return airport, as I need to be able to fly back to Haneda (HND) instead of Nanaimo (YCD), as I will not have my return ticket to Canada with me during the cruise. I have my return flight arranged between HND, YVR, and YCD, and this information needs to be accurately reflected in my booking.

I recently received notice that I am not permitted to cruise with Princess Cruises. I believe this decision is unjust and I would like to address this matter in a calm and rational way. I am incredibly upset by how I am being treated; it feels as though I am being treated worse than a criminal. My name is Heath R. Boyle. While I understand that my money for a February cruise was refunded, I had already arranged hotel accommodations and airfare for that trip. Several years ago, there was a minor incident on a previous cruise involving a beer spill and a broken poker machine that I promptly paid for. Despite this, Princess Cruises has now prohibited me from boarding any of their ships. I have already canceled the airfare and hotel, albeit incurring cancellation fees. It is perplexing to me that I was neither removed from the ship at the time of the incident nor informed of any ban. Although I did receive a refund, I feel unjustly treated for an incident that occurred over seven years ago. I would appreciate any assistance you can provide on this matter. Thank you for your time and understanding.

On December 28, [redacted], my family and I cruised on the Sapphire Princess from Singapore with the booking references WT4LGL and WT4LGN. We had inquired about a sold-out shore excursion, HKT-[redacted] in Phuket, via email before the cruise and Princess mentioned they were unsure if more tickets would be released. By the day of embarkation, we had not received any updates from Princess, so we booked the tour with an independent operator for January 5, [redacted], paying a $[redacted] deposit. Due to a lightning strike affecting the ship's radar, the itinerary changed with Penang being visited on January 4 instead of Port Klang, and the trip to Phuket on January 5 was altered to Langkawi for the convenience of the cruise line. Despite other passengers receiving refunds for changes, we were not compensated for our lost deposit. I believe this is unfair treatment, especially since my intention was to book with Princess initially. I hope for your assistance in resolving this matter and getting my $[redacted] deposit refunded. Thank you, Mrs. Dudhia.

On the January 6-16 Caribbean cruise aboard the Crown Princess, our booking number CRMQXH, my husband and I, J and R Spannbauer, experienced many itinerary changes. Although we received refunds for cancelled stops and excursions, one outstanding issue remains. The fishing excursion at Princess Cay, our first stop that was cancelled, has not been refunded. We have the payment confirmation from July [redacted] and it is reflected in our bank account. This cruise was a significant milestone for us, celebrating our 40th anniversary, and the disappointment of missing stops was profound. We were uninformed about the last-minute changes and felt mismanaged. A credit for a future cruise is not an option as this was our final cruise. We seek a resolution for the unfulfilled fishing excursion payment. Kindly review the $59.50 charge, update me on the progress, and process the credit as soon as possible. We await your response as attempts to contact you by phone have been unsuccessful. Thank you. J and R Spannbauer

I have a booking with number CNVX4J. Originally, I booked a deluxe balcony but wanted to switch to the new promotion "Biggest and Best Sale" with added benefits such as Free WiFi, The Premiere Drink Package, free gratuities, and discounted airfare. When I inquired about changing my booking, I was informed that I could only choose between a regular balcony or a mini suite. However, without further discussion, I was switched to a mini suite at a cost increase of over $[redacted] from my original booking. I am not willing to spend that much money and would prefer to keep the new promotion benefits with a deluxe balcony. Despite being a Platinum member, I feel like there are no perks in this situation. I am seeking assistance from a manager or supervisor to rectify this issue. I do not want to upgrade to a mini suite unless it is complimentary, and I would like to retain my original onboard credit of $[redacted].

Hello, I booked a Princess Cruise for the Mexican Riviera departing on 01/25/[redacted] from LA for my parents with confirmation number XWGC3X. I canceled the trip on 01/24 due to concerns over the Coronavirus as my parents had recently traveled to China. Despite Princess Cruises' assurances of safety measures, I was denied a refund by the customer service team who were rude and unhelpful. Recent news about the Diamond Cruise in Japan and the CLIA's ban on Chinese passengers reinforce my decision to cancel for health reasons and request a full refund. I expect an official response and an apology for the poor customer service experience. Thank you, W.

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