Princess Cruise Line Customer Service Issues

I recently found out that the booking I arranged with Paula Bianca Bangalanon for a party of four, including a couple flying in from South America, for a Cruise on The Grand Princess on 8th March [redacted] did not go through. I have reached out to several individuals within the organization, but despite promises of callbacks, no action has been taken. I was provided a quote for two balcony rooms on the 11th floor at $6,[redacted] per room with a deposit of $1,[redacted] each. Details were given, but Paula never confirmed the deposit payment date as promised. It's incredibly frustrating. Family members are due to arrive on 27th February [redacted] for the cruise on 8th March, and we are still stuck in uncertainty. It's a distressing situation, and the lack of concern from Princess Cruises is disheartening. Sincerely, M. and N. Riquelme.

I was recently charged $94.95 for a snorkeling excursion during my Princess cruise from 11/22 to 12/2/22 in the Mexican Riviera on the Ruby Princess. The charge appeared on 11/22/22, but the name and date of the excursion are not listed on my statement. After contacting customer service multiple times and speaking with Lauren, it was discovered that my traveling companion, Linda Bristow, had actually booked the snorkeling excursion, not me. I am requesting that Princess reverses this charge to my credit card, as I did not book this specific excursion and did not participate in snorkeling.

I have been attempting to contact customer service repeatedly today, but I have experienced abrupt hang-ups by agents in the midst of addressing my issue and no callbacks. The automated system instructs me to leave my number for a callback without any response. No one has reached out. My frustration is mounting as I am eager to cancel a reservation and retrieve my deposit, but the lack of assistance is disheartening. Your attention to this matter would be greatly appreciated.

Booking Reference: 4Q6CWN - Guests: Tushar Mehta and Rannade Mehta - Departure Date: 12/08/[redacted] Sailing on the Caribbean Princess to Colombia, Costa Rica, Jamaica, Panama, I have a few questions: 1. I completed all required forms but haven't received the Princess Medallion QR code. How and when will I receive it before my trip? 2. Is it necessary to have separate phones for each guest to use the app? 3. I can't find where to inform about my arrival time for check-in. Can you please inform the staff at the Fort Lauderdale check-in that we'll arrive between 11.30am and 12 noon on 12/08/[redacted]? 4. Our preferred dinner time is 6.40pm, but we haven't received a confirmation. Could you confirm our dining time? 5. If these questions are unresolved, can we sort everything during check-in on 12/08/[redacted] before boarding? We'd appreciate your assistance and confirmation via email. Tushar Mehta and Rannade Mehta - Booking Ref: 4Q6CWN

Hello Customer Service, I received an offer for a free Princess Cruise voucher from the Las Vegas Gold Coast Casino and booked a 10-day Panama Canal cruise with confirmation number 4RGH2H. However, I was surprised by the high tax and fee charge compared to other cruises I have booked. The invoice total was $[redacted], but $[redacted] was charged to my credit card. I have submitted a refund request to Princess Cruise over 6 weeks ago and have not heard back. I would appreciate any guidance on how to proceed. Thank you. Dong Quang L. Email: [redacted] Phone: [redacted]

I am reaching out for urgent assistance regarding a booking issue with a Christmas Cruise to Hawaii on the Crown Princess for December 18th. Due to a family member's hospitalization, we are unable to go on the cruise as planned and paid for. I am seeking guidance on how to reschedule or postpone the trip without canceling it. Your help in finding a solution would be greatly appreciated. Thank you for your understanding and prompt attention to this matter. Best regards, ALEKSANDAR TANCHEV

Subject: Follow-Up on Settlement Payment Dear Liz, I hope you had a pleasant Christmas and New Year. I am reaching out regarding the cheque settlement we discussed for £[redacted] back on 14/11/[redacted]. As per our conversation, I was expecting to receive the cheque within 6 weeks. Despite factoring in delays during the holiday season and a few Royal Mail issues, I have yet to receive the payment after 8 weeks. Could you kindly look into this matter for me and provide an update on the progress? Your assistance is greatly appreciated. Thank you, Jim Mahoney

I will be embarking on Princess Cruise Voyage H304 on 2/5/23. My Princess confirmation number is 3 NXW5K, and my Princess Guide is Lina Garcia. I have reserved 15 cabins under Group booking TQ6/H304. I have been trying to reach Princess at [redacted], but the average hold time is currently 1 hour or longer. Despite sending multiple emails to Lina Garcia regarding the total discount for my group booking, I have not received a satisfactory response as of January 19, [redacted]. My team members are eager to know the discount amount so that I can distribute the savings equally. I am morally obliged to pass on the savings but can only do so when I am informed by Princess. I am hoping for assistance in determining the total savings and the timeline for receiving the discount from Princess Cruise. To communicate the discount details for booking 15 cabins under TQ6/H304 to my members, I urgently need this information. Thank you. You can reach me at [redacted].

Princess Cruise Line Customer Service, My wife, Gayle, and I have enjoyed many trips with Princess Cruises and have always recommended your services. However, our recent experience has been disappointing. We were set to embark on December 29, [redacted], from Galveston, Texas, with friends who had a renewed faith in cruising after a positive experience with Princess Cruises last February. Unfortunately, due to Southwest Airlines' mass disruptions between December 22, [redacted], and January 2, [redacted], our flight was canceled just 24 hours before departure. Despite our efforts to find alternative travel arrangements, we were unable to secure flights to Houston from Portland, Maine. We even considered driving but the distance and time constraints made it unfeasible. I purchased Princess insurance and filed a claim when we had to cancel our trip. Dealing with the insurance company was arduous, involving multiple transfers and delays. Despite filing the claim promptly, we were informed it would take 30 days to process. I reached out to Aon, the insurance provider, for an update and was disappointed to learn that the decision would be further delayed by another 30 days. As loyal customers, we are troubled that our funds are in limbo for over two months while the insurance claim is processed. We understand the complexity of the situation but hope for a more efficient resolution. The impact extends beyond financial losses, as our travel companions have sailed without us, awaiting news on our claim. Sincerely, Jack(ie) and Gayle Smith

I recently returned from a cruise on the Sky Princess, departing from Fort Lauderdale and visiting Princess Cay, St. Thomas, and St. Maarten. I came back on Saturday, Jan. 28th, [redacted]. I received an invoice from Princess with charges that I am unsure about. Specifically, there were two charges of $89.00 each on January 27 labeled as "Gallery Sales," which I did not make. My name is Pamela Harris, located at 2 Neilson Road, New Salem, MA [redacted], and my cruise room was D537. I can be reached via email at [redacted] or [redacted], and my cell number is [redacted]. Please contact me to help clarify this matter. Thank you.

My wife fractured a bone in her right foot, making travel extremely challenging. We provided Princess Cruises with a letter from her doctor explaining our situation. We are not seeking a refund but rather requesting a future cruise credit to use once her foot has healed. If we have to go now, she will be in a cast and reliant on a knee scooter, which is not the safest way to move on a ship. Despite our request for a wheelchair-accessible room, none were available. We simply want the opportunity to cruise when it is safer for her. We have cruised with Princess before and I am a retired 27-year US Army veteran. We need a prompt response as I have airfare to book. Your assistance would be greatly appreciated.

Booking # 4M6G2L I made a reservation, paid my deposit, and then received my booking confirmation with an outstanding amount of $[redacted].32 from the representative, A.H., whom I was working with. Later, I got another invoice from the Princess invoicing department stating I owed $[redacted].32. After contacting A.H., he explained the promotional offer he initially gave was no longer valid. Despite asking for time to fix the error, he eventually told me to contact the company directly to rectify the issue. I explained to A.H. that we have a legal agreement due to him offering and me accepting the promotion and making a deposit of $[redacted].00. Please address this matter promptly or guide me to the appropriate contact person. Thank you.

Upon returning from my recent cruise to Costa Rica and the Panama Canal, my family completed the survey, referring to Code 3NMMXP. I am writing to express my dissatisfaction with the shore excursion we took in Jamaica, called "Discover Jamaica." During the tour, we encountered several issues that did not align with the tour description: 1. The bus was overcrowded and uncomfortable, providing a poor experience for us. 2. The extended stop at a shopping center in Ocho Rios was unfruitful as many shops were closed on a Sunday, making the lengthy stop unnecessary. 3. Our visit to the nature park was tainted by a dispassionate local guide, making it hard for our group to engage and enjoy the experience fully. 4. The visit to Konoko Falls was underwhelming; our guide failed to lead us to the viewpoint at the bottom, missing out on a significant part of the attraction. 5. The emphasis on tipping throughout the tour, even with subpar service, was disappointing. I highlighted these concerns in the survey feedback on the bus, and I believe the tour did not live up to its description. I am requesting a refund for the unsatisfactory experience. Sue Brooks

I am seeking clarification regarding my US passport validity for my upcoming Pacific Coast cruise from April 30 to May 5 with booking # 4GMW6D through 'Travel With Alan.' My US passport is set to expire on July 23, [redacted]. Alan mentioned on the phone that there might be an agreement between the US and BC Canada allowing for passport validity up to the date of the cruise. However, I recently received an email stating that a passport must be valid for at least 6 months beyond the cruise. I am unsure and need verification to determine if I have ample time to renew my US passport. I would appreciate a confirmation sent to my email address. Thank you, J. Bridge

I am having trouble selecting seats for my family on our upcoming flights. When I originally booked the reservations, I chose our seats, but the airline made changes to the flights and now it appears our seats have not been saved. We are five adults, including an 80-year-old lady who needs assistance. I booked early to ensure we could sit together and even paid for comfort seats. Our reservation details are as follows: 4X9G3L for Sonia Vazquez born on 5/5/[redacted], and Felix Martinez born on 3/17/, 4X9MWK for Sonia Vazquez born on 7/15/[redacted], 4X9M7V for Olga Vazquez born on 8/25/[redacted], and Alfredo Vazquez born on 3/22/[redacted]. I hope this issue can be resolved without any additional charges.

Hello, I am currently working to reconcile my credit card statements for bookings made with Princess through Vacationstogo. Vacationstogo mentioned that Princess handles the fees and they are unable to assist me any further. Regarding my situation: - Booking 3M6M6R was initially made for $[redacted] on 06JUN22, and although Princess canceled the cruise and replaced it with shorter ones, I opted to remain onboard. Vacationstogo stated that the refund was processed but it seems to be pending with Princess. - The 3, 4 & 5-day cruises were later modified to 2 different cruises (3V5MCM & 3V5DWN, followed by 3THJ7C & 3V5DHN). Although Vacationstogo indicated charges and future cruise credits for these bookings, they have not reflected correctly in my account. - I also noticed discrepancies in the charges related to Medallion WIFI, leading to currency conversion and credit card fees issues. I am seeking clarification on the charges, missing credits, and how to address the financial losses caused by Princess's changes to my bookings. My agent, Estelle at Vacationstogo, has been supportive, but it seems difficult to resolve these issues with Princess directly. While I have booked additional cruises with Princess, I am concerned about these unresolved matters impacting my current bookings and experience. Thank you, Geoffrey Stone

I am trying to book a cruise with Princess Plus and get Princess Premier for the same price. I was on the phone for two hours last night and received no help. One representative initially said it was good for that cruise, but then came back saying it was not valid for that one. The promotional offer came to me by mail stating to use it before April 1, [redacted]. I would like to book with my travel agent, but I am hesitant if this promotion will not work. I have tried contacting every person for help but have not made any progress. When I asked the representative which cruise the promotion was valid for, she mentioned the one I had selected. Could you please assist me with this?

I need to send a letter for a claim. I cannot find an email address. Princess Cruise Lines, Ltd. [redacted] Town Center Drive Santa Clarita, CA [redacted] Note: the following letter is written in French as I am from Quebec, Canada. Please have this translated by your concerned office. You sure can reply in English if you wish to. Thanks in advance for the attention required for this letter. March 24, [redacted] Without Prejudice Subject: Cruise Credit Request for our Voyage N308 on the Enchanted Princess Ship. Yves Charrette and Chantal Grenier Reservation No. 4W8QHJ (March 9, [redacted]) [redacted] Ch. De la Grande Presqu'ile Plaisance, Quebec, J0V1S0 To Customer Service, On October 5, [redacted], we booked a transatlantic cruise from Ft. Lauderdale to Barcelona for 14 days. We specifically chose this ship based on your advertisement regarding advanced technology and the possibility of telecommuting on board. We own a small business, and I had to undergo an expensive training to obtain a residential construction permit. This training through the "Via" application went well on Thursday evening after our departure from Ft. Lauderdale, reassuring us for the rest of the journey. On March 10, we found that there was no internet communication possible. We visited all your help desks, who informed us that the issue was temporary due to a change in connection between an American satellite and a European satellite. On March 11 and the following days, nothing worked, and according to the crew, it seemed to have affected all the passengers. We would have liked to disembark immediately, but we had to spend 7 days at sea. On the morning of March 15, we were so stressed that we decided to meet with customer service again to request immediate disembarkation once we reached the mainland, in Cadiz, Spain. On March 17 at 6:30 AM, we arrived at the disembarkation point and had to wait nearly 3 hours for immigration services to give us the green light. I spare you all the legal and financial problems that this cruise has caused us, and I also confirm that the saying "Come Back New" was not appropriate in our case. We are loyal Princess Cruise travelers and would like to maintain our business relationship with you without a stain. We hereby request the credits for our cruise amounting to $[redacted].88 CAD, representing only the initial cruise fees, so we can have the opportunity to enjoy another stay aboard your ships. Hoping that this request will meet your understanding, Your customers Y

While standing next to my bed, I experienced a sharp pain in my right neck and shoulder area as a heavy air conditioner vent from the ceiling fell with a loud noise. This was especially uncomfortable for me as that side of my neck has been operated on with a fuse, plate, and pins, leading to pain and headaches. Despite seeking help at the sick bay where I received pain and muscle relaxers, and diligently icing the area every hour, my cruise experience was marred by the pain, constant icing, and the side effects of medications causing drowsiness and stomach upset. The incident was promptly reported to security who took pictures and fixed the vent; however, I was not offered an alternate room for my safety. As a traveler who enjoys cruising for relaxation and cultural experiences, I believe I am entitled to compensation in the form of another cruise and a discount for my travel companion due to this distressing and painful journey. I am looking forward to prompt assistance from Princess customer service to address this issue as soon as possible. Regards, Dolores Pritchett (Booking 4LXMHW03, Sapphire Princess 3/6-3/19/23).

Subject: Assistance Needed for Princess Cruise Refund Hello, I am Norman Bell, and I recently took the Princess Grand Cruise in NZ from 05 to 23 Jan 23. I have been expecting a refund of AUD 74.00 through the HSBC Beneficiary Self-Management service from HSBC UK Bank PLC. However, I have not yet received the payment confirmation email with the registration code required to complete the process. Could the Payments/Refund department kindly resend me the necessary details to my email at [redacted]? Your prompt assistance in this matter would be greatly appreciated. Thank you.