Princess Cruise Line Customer Service Issues

I have noticed that we were double charged on our folio. I have spent six long hours waiting on the phone for assistance. I am eager to speak with a manager promptly. As a loyal customer with a RUBY standing, I believe this level of service is unacceptable. I kindly request that a manager contacts me urgently. Thank you, Helen M. 5 Homestead Dr, St Peters, MO [redacted]

I have booked a cruise to Alaska this summer for myself, my family, and our grandchildren. While all the adults are vaccinated, some of the children aged 5 to 13 are not. As vaccination may be required for the trip, I am seeking information on how to apply for a religious or health exemption for those who are not vaccinated. Without these exemptions, we may have to cancel our booking.

On December 10th, I contacted your customer service to cancel booking 2p4m8x. I spoke with a helpful representative who processed the cancellation. She mentioned that we would receive a $[redacted] credit for a future cruise, with the remainder of the booking fee to be refunded to our American Express. We are yet to receive the refund. I noticed that our friends who canceled a day earlier received their refunds weeks ago. Our cruise reservation still appears active as the representative mentioned, but I am uncertain why. I trust that the delay in processing our refund is not intentional to withhold our money.

I am trying to cancel my reservation 2CWH2C and receive credit for a future cruise. Although my friend, Diane L., will still be going. I spent an hour waiting on hold on Dec 23. After being told to talk to another department, I was unable to reach them before Princess Cruises closed until Dec 27. Today, I have been on hold for almost an hour with no success in canceling or getting my credit sorted. I would like my details documented for the cruise. I can be reached at [redacted] or [redacted] Voyage / Destination: [redacted] / 7-Day Mexico - Riviera Ship / Registry: Majestic Princess / Bermudan Embarkation: January 8, [redacted] / Los Angeles Disembarkation: January 15, [redacted] / Los Angeles Thank you, Amy S.

I am having trouble setting up the Medallion app. In my profile, my date of birth is listed as 09-16-[redacted], but when I scan my passport, it reads Sept 16, [redacted]. This discrepancy is causing an error message saying the date does not match my profile. Additionally, my first name on my passport is Glenn, which is also generating an error message stating that the first name must be valid. My cruise booking number is 2W3WWJ. I would like to speak with a live representative either this week or next. Can you please provide me with the appropriate contact number? Thank you.

I have a booking number: 2G9WWK for my cruise. I am Andrew B. I attempted to cancel before the deadline to avoid a fee, but due to holiday schedules, I couldn't reach anyone. The chat was offline, and I was still charged a fee. I find this unfair as I've had no access to customer service in days leading to the cutoff. This differs from my experiences with other cruise lines like Norwegian, Royal Caribbean, and Carnival. I kindly request a refund of the $[redacted].00 in fees I was charged.

When the COVID-19 pandemic resulted in cruise cancellations, I patiently waited for six months to receive my refund. After several phone calls, I received a full refund along with 25% in future travel credits as a courtesy, which were added to my account. I chose to rebook the same cruise for September [redacted]. Considering the ongoing virus situation, I am now concerned about potential disruptions. My desire is to reschedule my booking for [redacted]. However, my agent informed me that if I cancel, the future travel credits I used for the current booking will be refunded to my account. Yet, these credits must be utilized by the end of [redacted], or they will expire. With uncertainties surrounding travel, I am hoping Princess Cruises can extend the validity of these credits so I can apply them to my [redacted] booking. I would appreciate guidance on how to reach out to Princess regarding this matter.

I am worried about the CDC's advice against cruising now. My wife and I have a Princess cruise booked for Jan 6, [redacted]. We are both 70 with health concerns, making us high-risk for covid. We have Princess Cruise Platinum Protection. We want to know how to cancel our cruise and what compensation we may receive. We have been unable to reach anyone through Princess's phone service. Thank you for any assistance.

I need assistance canceling two bookings urgently. I'm having trouble reaching the travel agent and getting help through the POLAR ONLINE chat portal. I have two bookings scheduled to sail today, January 8, [redacted], on the Emerald Princess from Ft. Lauderdale. Unfortunately, one passenger tested positive for COVID, and they have all been in contact. I've tried canceling the bookings on POLAR but keep receiving an error stating "RECORD CANNOT BE CANCELED," likely due to the ship departing in less than 24 hours. I need to cancel these bookings with no penalty and ensure the clients receive a full FCC. The booking details are: #2GML4Q for Steve and Leisa Shirley and #2GMWVD for Joe and Karen Owen My travel agency can be reached at [redacted]. As I am also on this cruise, I won't be able to keep calling. Your timely assistance is greatly appreciated. You can contact me at [redacted] before the ship sails.

As the owner of Cordially Yours Travel, an affiliate of Nexion, I oversee 24 agents specializing in cruises. Despite past success, recent years have been challenging due to constant changes in protocols, cancellations, and altered itineraries within the cruise industry. This has led to significant stress and frustration, impacting our ability to keep clients satisfied and maintain profitability. I have dedicated considerable effort to support my agents and address issues that arise, particularly in dealings with Princess Cruises. Despite working with our Business Development Manager, Dana McCullough in California, certain unresolved issues require attention at a higher level within Princess Cruises. Our main concern is the direct communication between clients and the company, bypassing agents and affecting trust and loyalty. Specifically, the ability for clients to make changes to bookings without involving the agent of record raises questions about training, loyalty commitments, and trust within the partnership. It is vital for Princess Cruises to review policies, reinforce the value of agents, and ensure that trust is maintained between all parties involved. My goal in addressing these concerns is to emphasize the importance of recognizing the agents' contributions and preserving the trust between Cordially Yours Travel and Princess Cruises. I urge Princess Cruises to take proactive steps to support agents and strengthen the partnership for the benefit of all involved. -Gwendolyn Cordial Duncan, CTIE, CTC, MCC, ACC, LCS, BA Owner, Cordially Yours Travel

Cruise Number B202 Disembarkation 1-9-22 Our receipt of charges is extremely confusing, showing significant errors. We had the beverage package and complimentary Wi-Fi, including tips, yet we are being billed excessively for drinks and Wi-Fi services. Furthermore, an unsettling issue arose during the last two days of our cruise in Cabin C432, with raw sewage backing up into our toilet. This hazardous situation was not promptly resolved, posing a severe health concern. Although our Steward, Dennis, was notified and responsive, the overall experience has left us deeply dissatisfied, prompting us to reevaluate our choice of cruise line. We had high expectations for Princess Cruises, hoping for a superior experience compared to Norweigan and Royal Caribbean, but unfortunately, we were greatly let down. Seeking assistance to address these discrepancies and the distressing incident. Linda and Ronnie D.

Hello, I'd like to inquire about my cancelled cruise with booking number 2VXL9X from 5/8/21. Due to my husband's vulnerability amidst the ongoing Covid situation, we had to cancel our booking on 1/11/22. I seek clarification on the deposit refund process; we've been informed that £[redacted] of the deposit is non-refundable, with the rest to be returned to us. Regarding the additional charges on the invoice, we were surprised by the costs for crew appreciation, internet, and the premier drinks package - totaling nearly £[redacted] for the two of us. It appears higher than the advertised price of £[redacted] for two. Despite opting out of the trip, we still respectfully ask if the $[redacted] onboard credit will be refunded. Thank you.

I recently received an advertisement from Princess Cruises with what seems to be a better deal than my current booking. Unfortunately, I am unable to log into my Princess account to verify this. My booking number for the balcony room priced at $[redacted] is 2WMXXL. I believe Princess Cruises might be offering similar balcony cabins for a lower price. Additionally, I am scheduled to embark on the Island Princess from Lauderdale to Southampton for a cruise prior to my current booking, but I am having trouble accessing my Princess account to retrieve the booking number for that reservation as well. I would appreciate it if someone could assist me in comparing these prices. Thank you. - J. B.

We have a couple of questions that we need your assistance with. Question 1: We are scheduled for an 18-day Princess cruise in May and received an email about the health protocols. The email mentioned a requirement for guests to show a negative COVID-19 test taken within 2 days of embarkation. Our embarkation is on 5/26/[redacted], with a flight booked for 10:10pm on 5/25/[redacted]. This leaves a tight timeline. Would you accept a rapid test from Hoag Hospital urgent care? We have had no luck with Quest Diagnostics. Question 2: On disembarkation day, do you offer free Rapid Antigen Tests for guests? We prefer a staff-administered test over an at-home kit, even though we're fully vaccinated. Can tests be provided on the ship the day before disembarkation, especially for seniors in our group? We have a group of friends also awaiting answers. Your prompt response is greatly valued. Thank you, PK & Donna

I am deeply disappointed with Princess Cruises for changing my room and claiming it was an upgrade by relocating me to the rear of the ship. Despite my immediate refusal, they did not return me to my original room. I chose room M126 meticulously and paid extra for the privilege of selecting it. We specifically opted for that room to be on the higher deck, near the front, and definitely on the port side, not at the rear facing the wake. Despite my calls, Princess reassigned us to B618, which is the same room but located far aft. This location is far from ideal as it is close to the self-serve laundry and only two doors away from a bank of elevators. This experience has left us utterly disgusted. We kindly request to be placed in one of the 21 port side mini-suites that are currently available instead of being moved to an unsatisfactory location. Our anticipation for the upcoming cruise has been replaced with disappointment due to this mishap. This is our third cruise this year, and we have never encountered such poor treatment. I hope this matter can be rectified promptly without the need for another lengthy call to customer service tomorrow. Sincerely, J. P. Wildomar, CA [redacted]

I recently cruised on the Sky Princess on January 8, [redacted], with booking number 2twv3q. During the cruise, my wife bought weight loss pills from a holistic professional at a seminar. After taking them for a week, she experienced pain in her lower left side. Even though she initially thought it wasn't related to the pills, the pain persisted and she had to stop. Our request for a refund is based on the fact she can no longer use the product. She bought 3 bottles and got 1 free. We trust Princess Cruise Line will support us on this matter. We have been satisfied with Princess health products in the past and hope they will address this issue for us. Thank you for considering our request. We are looking forward to our next sailing with Princess. Best regards, V. and M. Johnston Reno, Nevada

During our trip on the Sky Princess on March 27th, my husband (J.M.) and I had positive covid antigen tests that morning. We were then quarantined on the ship and later transferred to the Radisson Blu hotel at Heathrow on March 28th. Our plans currently include staying here until our flight on April 7th. A staff member on the ship mentioned rebooking our flight from LHR to MLB once we were notified of the positive test. However, I have encountered difficulties trying to arrange this using the provided contact number. I am aiming to secure seats on the Delta Flight departing on April 7th at 11:05 with an arrival time of 18:43, which aligns well with our travel needs. Any assistance in facilitating this rebooking would be greatly appreciated.

I booked a honeymoon cruise with Princess Cruises before Covid, placing a £[redacted].00 deposit. When the pandemic canceled our plans, we were promised in an email from Jan Swartz, the President, that if we kept our deposit with Princess, they would double it for future rebooking. However, upon checking my Princess account recently, I saw that my Future Cruise Credit (FCC) was still at £[redacted].00. To make matters worse, we were informed that if we didn't book by 31/12/22, we would lose our FCC. Due to my partner being in a high-risk group for Covid, we are not comfortable traveling until next year. Despite trying to contact Princess numerous times through phone and email, we have been unable to get a response, leaving us frustrated. - Gary F.

I've been attempting to send a photo through the Princess app Medallion, but every time I try, I receive an error message saying, "WE CAN NOT STORE TRY LATER." I also sent an email regarding the photos, but I have not received a response yet. Both my wife and I are excited about our upcoming cruise from the UK on the 4th of May, but she is starting to feel anxious. Our booking reference is 3N4R8G. Can you please assist us with this issue? Also, I used to work as an Accommodation Officer on the original Pacific, Island, and Sun Princess for your reference.

While traveling in the USA ahead of our voyage on the Island Princess on May 26 from Ft Lauderdale, we were previously informed by a Princess Cruises staff member over the phone that we could have the required pre-boarding Covid test upon arrival at the pier for a fee of $[redacted] from our onboard account, which we agreed to as it aligned with the 24-hour timeframe. However, we have now received an email from Princess instructing us to pre-book through DocGo in the USA, but only within 10 days of arrival, which is inconvenient for us since we are already traveling. DocGo mandates a permanent US address for registration and US medical insurance to schedule an appointment, which we do not possess. We are seeking clarification if this service has been eliminated for international travelers by Princess or if there is an alternative method to book this test at embarkation. The Livechat phone number [redacted] provided is not functional, leaving us unable to seek assistance. We are in need of a straightforward contact to assist with booking this test and kindly request not to receive a generic response redirecting us to the standard Princess website.