Princess Cruise Line Customer Service Issues

On April 28, [redacted], I received an email from Princess stating that the cruise I booked (May 21, [redacted], Seattle to Seattle, booking number 2TMQ7T) had itinerary changes due to ship maintenance. The departure from Seattle was moved up, and the arrival in Juneau was delayed by 2 1/2 hours. Unfortunately, the cruise would no longer stop in Ketchikan, impacting my planned shore excursions. I contacted Princess, spending over an hour with shore excursions to address the changes. Despite canceling the Ketchikan excursion, they couldn't adjust the Juneau excursion due to the delayed arrival. Customer service advised me to wait, which I found unsatisfactory given the significant cruise cost. After being on hold for two hours, I'm still waiting to speak with guest relations. Princess offered a $[redacted] credit, but I'm concerned about missing excursions and changes to the Alaska experience. I seek clarity on adjustments to excursion times and the addition of excursions at replacement stops. I'm eager to know how Princess plans to address this disruption and ensure guests can enjoy Alaska beyond the ship.

On February 22, my friend and I made a booking for a Princess Cruise on the Discovery Princess departing on October 1, [redacted], from Los Angeles. We booked through AAA travel agency in Sarasota, Florida, with agent Sue Fitzgerald. The cruise and hotel reservations were smooth, but we encountered issues with the airline portion. Despite numerous emails and calls, I didn't receive a response about flight questions. We requested Premium Economy seats on Delta, but were booked on United with a different itinerary than discussed. After multiple discussions, our flight plan involved stops in Houston and Denver, not meeting our nonstop preference. Three different booking numbers were given, and when I attempted to select seats online, I discovered we were placed in Economy, not Premium Economy as requested. Seeking resolution, I contacted Sue, who was away until May 23, and eventually spoke to Jaylene to cancel the flights. Despite efforts, my friend in NJ and I faced further difficulties with seat selection and locating reservations, eventually leading to unintentional cancellations by another AAA agent. The confusion with the flights has been frustrating, especially when Premium Economy seats are available on United's website for our original flights. I hope to have this matter resolved promptly to secure our desired Premium Economy seats for a smoother travel experience.

I am seeking assistance with the Princess Cruises MedallionClass app check-in process. I encountered difficulties while adding "Travel Information." Here is a breakdown of my responses to the questions posed: - Journey Start: Selected "Onward journey". - Travel Type: Entered "Private Car". - Company Name: Provided the driver's name. - Confirmation Number: Unsure, inputted driver's phone number. - Departure Location: Entered Fleet, Hampshire. - Departure Date: Indicated Sep 3, [redacted]. - Departure Time: Specified 02:00 PM. - Arrival Location: Provided Port of Southampton. - Arrival Date: Entered 17 September [redacted]. - Arrival Time: Estimated 08:00 AM. However, after entering this information, the system requested to "Select a date after your journey ends" in red ink, which left me confused regarding which journey it refers to. Despite my efforts to add travel, the system did not accept and continued to display the same error message.

My spouse recently underwent hip surgery and cannot put weight on her left leg for another six weeks. We had to cancel our June 11 cruise since there were no available accessible cabins. We contacted Cruise.co on May 11 before the 30-day deadline, but they only heard from you on May 16, after the deadline. I had to cancel, and you enforced your standard terms. Could you please transfer the forfeited money to next June's equivalent cruise cost? The reference for this matter is Cruise ref. 2N3W8T. Kindly provide an email address for future correspondence. Thank you.

We received advice from the individual handling our booking for two couples to assign Roy Miller (2LHHHD) and Daniel Miller with Barbara Miller (2LHHWG) and Alissa Miller in separate cabins. Despite being split due to beneficial deals, it has caused significant issues. Flights for Daniel and Alissa Miller on July 16th are correct, but those for Roy and Barbara Miller departing on July 12th from Myrtle Beach SC are erroneous. Roy is booked on Delta flight [redacted] at 11:09 AM, while Barbara is on Delta flight [redacted] departing at 6:00 AM that day. Repeated flight changes have led to hours of explaining the situation. We had to shift from departing Syracuse to Myrtle Beach SC (due to relocating), incurring additional expenses. Since Princess Cruise was aware of our group composition, we expect not to be charged to align Roy and Barbara on the same flights. We seek assistance to rectify this situation promptly.

I would like to request my final bill to be sent to me and review the charges on my recent cruise, as the amount seemed higher than expected. My confirmation number for the round trip Seattle to Alaska cruise from 5/29-6/6/22 is 3C3GMR. I also missed the opportunity to complete a survey about my experience on the Discovery Princess. I must say that this Alaskan cruise was the best one out of the five I have taken, although the Medallions could be improved for easier use. The staff, captain, shows, food, and activities were outstanding, and the special gesture from the captain made our trip unforgettable. Despite some minor downsides like missing Bingo, the overall experience was fantastic. I hope to provide a detailed survey soon and highlight the positives while also suggesting areas for improvement. Thank you for a wonderful vacation, and despite the high cost, it was worth every penny. Looking forward to cruising with Princess again! Thank you, William and Kathryn Wilson

We are scheduled to depart on a Princess cruise from Vancouver to Alaska in just 2 days. Unfortunately, my husband is still waiting for his renewed passport to arrive. We are planning to fly to Ketchikan, the first port of call, to meet the ship. Since the other ports are in US territory and we will fly back from Anchorage, we believe a passport might not be necessary for the trip. However, we have been unable to get clear confirmation from Princess on whether we can board the ship in Ketchikan instead of Vancouver.

Subject: Billing Discrepancy on Majestic Princess Cruise Hello, I'm Richard Sloan, with member number [redacted], and my wife, Denise Sloan, with member number [redacted], recently sailed on the Majestic Princess from Los Angeles on 3/19/22 to the Mexican Riviera, returning on 3/26/22. Before the cruise on 3/14/22, I reserved three specialty dinners for us, each at $58. While on board, we dined at the Harmony Restaurant on 3/19/22, discovering a duplicate reservation for the next day, 3/20/22, on my Medallion. We informed the concierge, who said one meal was complimentary and removed the extra reservation to avoid charges. Upon returning, we saw a $58 charge for a specialty dinner on 3/20/22, when it should have been credited. I'm requesting a $[redacted] credit on our Princess account. We were incorrectly billed for four dinners instead of two. I appreciate your help in resolving this matter promptly. Thank you for your attention. Best regards, Richard Sloan

During a Wilderness Trail Ride booked through Princess at Mt. McKinley Lodge, my husband and I experienced a terrifying incident. The guide failed to properly secure the saddles, leading to both of us falling off our horses. I was nearly hanging upside down when my saddle came completely off along a cliff edge, luckily avoiding a serious fall. Subsequently, my husband had to walk back while my horse behaved erratically. Despite securing a new saddle, the guide rushed us back without adjusting the stirrups properly. This resulted in a dangerous ride with one leg dangling as I am 5'4" and my husband 6'. The guide unjustly blamed a teen girl instead of taking responsibility for the unsafe situation. This negligence could have had fatal consequences, and it's essential that such incidents are addressed promptly to ensure the safety of all participants.

I am writing regarding my Princess cruise booking (3HMJ9J). I have been trying to receive the $[redacted] Military Benefit Credit for U.S. Military Veterans for my 15-day cruise, but it has not been applied to my booking. Despite sending my DD [redacted] and Benefit Request Form to the Santa Clarita, CA address, I have not received any response from the Military Personnel Onboard Credit Program. I urgently need assistance with this matter and request prompt communication from the designated office. Please address this issue as soon as possible. Thank you, John B. Crehan

Subject: Covid-19 Refund Inquiry - Booking #3XMMWD Hello, I recently submitted receipts for reimbursement following a Covid-related hotel quarantine arranged by Princess Cruises. The letter I received from the ship mentioned reimbursement of $[redacted] per day for food and covered expenses such as a rental car and gas needed to return home after the quarantine. I stayed at Rodeway Inn for 3 nights, incurring costs of $[redacted].27, rented from Budget for $92.91, spent $[redacted].20 on gas, and approximately $[redacted] on food for the duration. Total Expenses: $[redacted].38 I have uploaded all the receipts as requested, but I have yet to receive the refund. Despite reaching out to customer service for assistance, I have not made progress. Could you investigate this matter and provide an update on the status of my refund? Thank you, G.D.

I am hoping someone here can offer some assistance. Despite speaking to four individuals and emailing one, I am still struggling to resolve an issue. I had booked 4 Specialty dining reservations for my upcoming cruise, and while they were paid for during booking, I have discovered that my husband is not included in those reservations or in the main dining bookings. If I try to add him now, I will be charged again, which seems unfair. This has never happened to us in our previous 2 Princess cruises, and it's quite frustrating. The customer service representatives I spoke to over the phone were unable to help, and one even provided me with a non-existent number to call. I am now resorting to mailing letters to Southampton (posting them tomorrow) in the hopes of getting this matter resolved. Has anyone else experienced a similar situation? Thank you for taking the time to read this.

My husband and I were excited to visit Antarctica and Torres Del Paine on an excursion from Punta Arenas. We initially booked an NCL cruise and paid a deposit but found our port time insufficient. Making a tough decision, we switched to the Princess Sapphire cruise which offered a longer 12-hour port stay and an excursion to Torres Del Paine. Despite forfeiting our deposit, we were willing to do so for the experience. However, upon trying to book the excursion, it was already sold out. Contacting Princess customer service has not yielded information on additional availability. I am now considering arranging a trip with an external agency and would need to disembark as soon as tendering is possible. I seek advice on how to proceed in organizing this alternative excursion swiftly. Any assistance would be greatly appreciated. Thank you in advance.

Good morning Ms. J. Swartz and Customer Service team, we are having trouble receiving general emails and downloading the new Medallion Class App as advised. On August 23 and 26, attempts to get assistance via the hotline were unfruitful. Representatives "Kristin" and "Keldra" were unable to provide support as the calls got disconnected after being placed on hold. We did not receive any callbacks. This ordeal has left us disappointed with the level of service from Princess Cruises. Comparatively, we usually sail with Celebrity, appreciating their efficient and excellent service. Our concern escalated when we were told that "Eddie Ext [redacted]" would be our point of contact moving forward. Regrettably, our efforts to reach Eddie were unsuccessful, and neither Kristin nor Keldra could assist in connecting us with him.

I made a booking for a Princess Cruise in an obstructed ocean view cabin and round trip airlines for my 16-day Northern Europe/Iceland cruise on 9/11/22. I contacted a “trip planner” named Michella Walls regarding an upgrade to an ocean view cabin. She advised me to cancel my existing booking, resulting in a mistaken change to my airline departure date to 9/10/22 instead of 9/9/22 without informing me. I discovered the error recently and now seek assistance from Princess to correct the departure date discrepancy. Princess Cruise booking details: - Original booking: Departing LAX on 9/9/22 - Reference number: 4MFFI5 Michella's altered booking: - Revised departure: 9/10/22 - Reference number: 2VRS7P Kindly rectify the departure date to 9/9/22 as initially booked to avoid disrupting my travel plans. I can be reached via email at [redacted] Thank you.

Reference # 3Q7H2T (D. and H. Johns) I'm reaching out regarding our plan to rejoin the Regal Princess in Rome on September 10. We traveled from Victoria BC to Barcelona for a 21-day cruise on the Regal Princess, departing on September 3. Despite being COVID-free when we left Victoria, I tested positive for COVID in Barcelona during the 72-hour test required for boarding the ship, likely contracted during the flight. We spoke with a Princess senior officer, Dagon, at the departure dock, who confirmed we couldn't board due to the positive test but mentioned we could rejoin in Rome after 10 days had passed since the test. I seek clarification on the re-boarding process as it will involve significant expenses. Any guidance you can provide would be much appreciated. Thank you, D. Johns

Due to Hurricane Ian, my Sarasota County Florida residence in a disaster area prompted the cancellation of cruise booking #3LVCHW, which I shared with Madeline Marziotta, with pricing discrepancies due to our locations. The credit of $[redacted].00 was evenly divided, but complications arose as she did not use EZair for airfare. We rebooked cruise X314 for March 25, [redacted], from LA under booking #4W3N3L, with my EZair roundtrip flight from TPA at $[redacted].00 being separately charged. Additional charges for hotel, airport transfers, and platinum insurance were billed unevenly at $[redacted] for transportation and $[redacted] for insurance for me, while Madeline incurred $[redacted] for insurance. Can these charges be split accordingly as we manage separate expenses on this trip?

After getting off the Enchanted Princess on October 8th, I am requesting a refund for the ship transfers for myself and my husband. The experience upon arrival at LGA at 8:30 am was terrible. The Princess representative (male) seemed disorganized and unhelpful, instructing people to push and block others from cutting in line. Groups were repeatedly shuffled around, leading to chaos. Had we been told to return in two hours, we could have found seating. After waiting 2 3/4 hours standing, we were crammed into a small shuttle where there was no room for luggage and the leaking window drenched me and another passenger in the rain. The return transfer was equally disappointing, with a bus driver who got lost multiple times and dropped us off at the wrong terminal. This was not the service we expected. We will be contacting our travel agent at AAA about this matter.

During a cruise in late May to Canada, Iceland, and the British Isles, my spouse and I contracted COVID-19, resulting in a 7-day quarantine in our cabin. We were impressed by Princess' handling of accommodations and meals during the quarantine. We tested negative before leaving the ship and returned home without incident. Princess had outlined their policies for COVID quarantine, which included a future cruise credit for each day spent in quarantine. After contacting them post-cruise, I was initially informed that processing could take up to 60 days. Despite numerous follow-ups, the FCC was not reflected in our online account. Audrey from customer service eventually reached out, confirming the request for 7 days of FCC. However, when trying to verify this information, I encountered issues with the extension provided. It has now been a week since our last communication, and the FCC is still not showing in our account.

During my recent voyage on the Caribbean Princess with booking #4K6C4G, I encountered disappointments with the dining experience. While Princess cruises have usually impressed me with excellent food, this trip was an exception. The Palms dining room failed to meet expectations. On one occasion, the broiled salmon was enjoyable but the roasted potatoes were tainted with grit and dirt. Despite notifying the waiter and requesting the Maître d', the issue remained unaddressed. The overall food quality at the Palms and Coral Dining room was below par, except for breakfast. This was unexpected, as I have always praised Princess cruises, especially to first-time cruisers, for their food quality. The lack of response to complaints was disheartening. The menu options felt repetitive and limited, prompting me to seek alternative dining at the International Cafe. Though the burger bar was a decent choice, relying solely on it was not ideal. Hopefully, my experience was an anomaly, but improvements are necessary to uphold Princess's reputation for exceptional dining.