Princess Cruises Customer Service

I am celebrating my 60s birthday with my families. We booked diamond princess for a 7 day Japan Korea Cruise embarked on October 7, 2023. We booked our trips in July 2022. Our cruise package is princess plus package which includes Wi-Fi, crew appreciation, and beverage plus package. The free delivery is a part of the plus beverage package using medallion app when you order drinks for delivery to you on the cruise ship. However, Princess changed the contents of the Princess plus package on August 14, 2023 after we made the final payment. They did not honor our booked package and ask to upgrade it to get a free delivery for plus beverage package which we booked a year ago. They claim ours is an old plus package so the delivery plus other amenities for NEW Princess Will BE $70 more per person!!!
This is awful and dishonest. They should honor the grandfather package which they call old package. They should not force customers to upgrade the new package. When you call Princess customer service,, different person promises you different things. This is a really awful experience. Princess also secretly changed our cabin location (it's not an upgrade) to a location near to the elevator!! Luckily we found out early and changed the room back!!
We just can not trust them anymore.
This will be my last cruise with Princess.

This is a formal complaint that we express and direct to management for failure to refund my credit card for $860.74 for the cancellation date of july 25 2023 that you confirmed on my call today

I am advised by your company that all calls are recorded so I ask you to review all calls recorded for my booking # 5XGX2C you have on file on July 25 2023 and today

I paid for this cruise $3760.22 cdn funds with the main goal to relax and unwind to end my summer of 2023 .

I am extremely unhappy customer because I have to waste my valuable time to call your company , wait on hold and make many attempts to speak to the correct manager .

He identified himself as jay and will not give the surname.

I have not began my vacation and relaxation and your company's incompetence is already stressing us/me to the highest degree.

A Jay your manager who is very nice and professional , the only person at call center that I can express some accolades advised I will have the credit refund to my visa card ending #8697 expiry of 02/25 which I provided again in 24 to 48 hours.

Henceforth and as follows,

I will check with my Visa on Aug 17 2023 I and fully expect the credit refund of $860.74 to be completed.

I ask this matter again escalated and reviewed as if this is not done I will cancel the trip all together. I hope not to call again and hunt down the money that is lawfully due to me

I had a very high expectations of outstanding customer service performance with your cruise lines and this finance error is a huge disappointment and let down.

it shows your company just want the money and have issues of returning and paying back for cancelled booking.

Your mission management statement main goal is to get the ship to sail with full capacity

The projected and international image branding of the name Princess that your a respectable and the best in the industry is just facade and marketing gimmicks.

This lodged complaint I hope does not fall on deaf ears.

I expect some compensation and additional on board ship credits for my trip for my time you wasted and the inconvenience, stress and distress that has caused me

A mere apology is not acceptable at all to me in any form or fashion at this time .

I fully expect to hear a reply from the management for this matter.

If in the event that if i get no reply and no communication arrives back to me , that will serve and confirm my attestations that Princess Cruise Lines do not care about the customers /guests .

I will then therefore take more action as refuse to allow a big multinational to get away with this.

Absolutely the worst customer service ever! I tried to book a cruise on Princess for the first time. We are seasoned cruisers, 30+ so far, but had never sailed Princess. During the booking process the web page wanted me to sign up for an account, so I did. Upon returning to my booking the price increased $50PP. I never left the web page or made any changes. I opened a chat and the agent told me they saw my original price and they would book it for me. An hour later they said there was nothing they could do. OK, big red flag to me, I asked to have my account deleted as I will not do business with companies that use "bait and switch" tactics. 10 days later, Princess still refuses to delete my account. BBB complaints, endless emails to customer care, even adding Princess execs to the email list has gone ignored. On one hand I feel I'm lucky to find this out before I gave Princess any money but how hard is it to delete an account? My advice is to avoid Princess at all costs, there are lot's of cruise lines. More importantly, don't ever sign up for an account with Princess or give them any personal information.

We went on the Emerald princess 16 day cruise out of LA 7/6/23. We have been on several cruises and by far this was the very worst. The food was horrible. We had to try and find something edible. The entertainment consisted mostly of B rated movies that came out more than 10 years ago, most of which we had never heard of. There was a terrible comedian, Doug Funk, who couldn't land a joke to save his life. He and the illusionist had obvious plants in the audience. We weren't the only ones having a bad time.

Other people were complaining too. A lady on the elevator said the food was making her sick. Nobody clapped for the comedian or the other ding bat. There are no live shows with dancers like we have always had on other cruises. It was just awful.

The only saving grace was the truly spectacular staff, the waiters and our cabin steward Hneil was amazing. They were so attentive and kind.

The ship's main areas were dirty, mirrors, windows and lamps. Fortunately the bathrooms were always clean.

We had already booked the same cruise for next year but on a different ship so hopefully it will be better. We are so unhappy with the one we paid so much money for.

We recently made the payment for the reservation for a trip on the "Enchanted Princess" cruise line to the greek Isles. We made the mistake of booking both the flights and the cruise through "Princess" owned by Carnival Corporation. Right after we made the payment (about $10k), we got a notification that our flights had been changed. The change gave us only 55 min connection time for our flight to Rome. We called to try to get it fixed. After 2 hours on the phone, we got disconnected and nobody ever called us back. Our flights would get changed a few more times, each time for the worse. Not only our flights got changed, our cabin has been changed as well. Now what we have is a far cry from our original reservation. A reservation is meant to be kept. If you can't fulfill a reservation, especially after it's paid for, what are you doing in a business where reservations are the vital contracts between you and the customers? This has to be the worst experience we've had with a company. Where is the integrity and honesty?

I went on a cruise this past week and it was absolutely awful and because of it will never take another cruise. I have over 1400 charges and another for 400 and not sure why I would like this money refunded

hello, I'm hoping someone could address this issues. I've booked cruise to Alaska. And before I booked the ticket I asked your customer service if I can go without passport ,it's expired, from Seattle, and back to Seattle, the customer service told me yes. And I also read online in your website that this is a "closed loop" and I can travel with my ID. Couple days before the departure I also called and asked for help with check in, I can't do it on my own since my passport is expired and the app asking me to upload passport, so I call customer service again, and the person "helped "me check in. On the date of the departure at the gate I was told I can't go, I need to have my passport! This is irresponsible. And you refused to refund or provide future credits . Your employee is not acknowledged with that they're telling the consumer. And the consumer is responsible for their fault. Why would a big company like you to be like a scammer, telling me I can, and I booked the tickets, and helped me check in , but the result is I can't . Or at least tell me that I can bring other supportive document! We had to carried all winter clothes and ended up change ALL plans, and flew to Hawaii for the vacation. This needs to be addressed. Thank you!--

For two weeks I have been trying to finish my profile on my medallion ocean ready app, but can not because they can not seem to correct the spelling of my last name, although payment for the cruise and my passport uploaded correctly. It is disturbing and makes me uncomfortable to board this ship when I am left on hold for over an hour for a third time trying to correct this issue. I am about to cancel my booking with this cruise line and switch to NCL which has always been amazing.

Spoke with a service agent about possibly upgrading my reservation if it meant I could add another person. Phone was disconnected, and she never called back. Next thing I know, I call back and another agent tells me the previous agent upgraded me without my consent to a room that I cannot add another person to and that my bill has gone up. Worst part is I have been trying to get ahold of someone to fix her mistake for the past three hours on the phone, but the staff that are there keep transferring me to the wrong department or putting me on hold. Planning to cancel my reservation now instead. This is absurd.

I filed a claim online (as advised by a Princess employee) regarding my lost luggage. I did this on October 10, and still waiting for a reply! Their customer service is terrible. This was our 4th (and last) cruise with princess.

Very Disappointed
We have been trying for over a month to make reservations for speciality dining.
We have tried 6 times and all we get are stories but not a one reservation this cruise was to be a very special one for us and it is being ruined by the poor service.
There is no one to contact to resolve this very sad.

My husband and I have just been on the princess sapphire, leaving Singapore for 10nights.
I left the cruise ship with an infection on the chest and my husband has sinus problems. These health issue were triggered by the air conditioners in some of lounge room areas being far 2 cool. The wheelhouse was one lounge room we never went into. This is not the first cruise we have come across princess cruises that have this problem. We needed to have our showers early otherwise cold shower. There is nothing worse than walking around inside the ships with jackets on, considering there was a great numbers of passengers that were not going.
My husband and I will not go back on this cruise ship again.
Brenda muntz

The following describes the issues we encountered on our cruise to Mexico on
Feb. 18 2017.

We were traveling with 22 friends from Sacramento with Zoe's cruises. It was our second time on the Grand Princess cruise to Mexico. we had a great time on both of our cruises. On our first cruise we had room #709 it was to totally assume experience. So we requested the same room for our second time. When checking in we realized we did not have the same room. For one thing it was on the opposite side of the ship. No major problems at the time so we will address the issue at a later time. The problem started on the second night with a hammering on the ceiling and one of the walls, also the door. We got up to see if someone was at the door. We reported it to the front desk and they said they would have some one check it out. Also the issue was only at night. A person came down to check it out the next day and nothing was done. The next night we called the 6000# and the manager came down in the middle of the night to check it out and offered ear plugs, and said it was just the ship movement. He said some one check out tomorrow. A maintenance man came in the day and tore into the ceiling and sprayed it with wd40. The ceiling was previously damaged, you could tell by the damage to the paneling and molding. The next night seemed better but we could hear sounds in the ceiling like scratching and chewing like possibly a rat or some animal over our heads. We ask if there have been issues in the past reported. They said no. That seems some what strange since the roof panels and moldings were previously damaged. We can understand that to resolve the issue it may be difficult but no offer of another room came our way. When we ask they said they are full.

We plan on future cruises with your company. If you look we have placed deposits on two future cruises. What should we expect if problems of this nature should come up again.

Again We reported it to the front desk three times, three times to the 6000# once to our cruise host from Zoe's cruises and one call to customer service at Princess cruises. We talked to Collins on 2/28.

Sincerely
Dennis and Diana Sumrow

We went on Excursion to the Panama Canal. It rained that morning and stairs to upper deck on tender was wet. My daughter fell all the way down to the bottom and hit her tail bone on the bottom step. I slipped next due to wet steps and no help to get down. The cruise attendant took our names and cabin number. When I got back on the ship I filed an incident report. A day layer I called and was told they dI'd not have a report. The ship infirmary wanted to even charge for a tube of antibiotic cream. I called the next day and got a call from a security person who refused to give his name. Said he would check it out. I am now off the ship and no calls at all from anyone. No one even checked to make sure we were not dead in put room. This cruise is a joke with regards to customer service. Check on line regarding all the customer complaints for lack of service!!!

We have been on 35 cruises with Princess.

Why can't we possibly qualify for anniversary sale on cruise to Alaska in April 2018.??????

Booking

Norma & Earl England

Your customer service & e mail space ares hard to find. I called 3 different time & got 3 different ans. Thanks.

I Recently Missed My Cruise On The Princess Star Because American Airlins Cancelled The Flight To Vancouver. I Booked Everything Through Princess Including Insurance. I Am Now Being Told I Will Get Only $1000 Of The $6000 I Spent On The Trip,due To Having The Standard Insurance And Not The Platinum. I Asked To Be Given The Opportunity To Sail Another Date And Was Told I Would Have To Pay Another $6000. My Confirmation Number help Does Anyone Care?

It is virtually impossible to contact anyone at the Executive level at Princess Cruises. You must deal with underlings at Customer Service who are extremely short, rude and to a one, have a "so sad, too bad" attitude. This same level of "unservice" is carried on with the so-called supervisors as well. Princess Cruises does not respect or show the proper regard for our military and especially for widows of career military veterans who have retained their spouses' benefits when they pass away. Their disdain for military widows has been evident to me for some months now in their e-mails and phone calls and a request to put it in writing says "it will be referred to a letter writer"...guess military widows don't rate a response from Executive Management. I will never take a Princess Cruise again. Of important note is that they are the only cruise line that does not acknowledge military widows, preferring to acknowledge with an onboard credit only actual servicemembers...this is just plain wrong, small-sighted, and disrespectful and executive management needs to rethink their policies. Shame on you Princess...you deserve your black eye!! This is a sentiment expressed by many in the military community and I will make it my mission to let everyone in my military community know how Princess Cruises regards military widows!!

First, let me say that we enjoyed our cruisetour to Alaska in 2015. We booked the cruise directly with Princess. About 3 months after our return from the cruise we received a bill from Princess for additional charges. This was after our final bill was delivered and paid on the last day of our cruise. Since this time we have received calls from Princess at least three times a week. I eventually paid Princess by check in December for what I thought was the total they were requesting. After receiving more calls and being informed that I had only paid my husbands portion, I paid my portion by credit card over the phone in January 2016. I am not even sure we owed the money but we wanted to end this and have fond memories of our Princess cruisetour. I AM STILL RECEIVING CALLS - AT LEAST THREE A WEEK. At this point I feel like we are being harassed. I tried calling Princess today after another call was left on our answering machine and they told us they could not do anything on the phone, they can only take post cruise complaints in writing.

Hello:

After coming home from our cruise on the Ruby Princess, Feb 29 to Mar. 10 I received a charge on my Visa statement of $163.64. I was not using this credit card on board and I'm not sure what this charge is. It was dated Mar.10 and posted Mar. 14.

My email and my phone



Thank you for your assistance and hope to hear from you soon.



Ilona Ozols

Hello:

After coming home from our cruise on the Ruby Princess, Feb 29 to Mar. 10 I received a charge on my Visa statement of $163.64. I was not using this credit card on board and I'm not sure what this charge is. It was dated Mar.10 and posted Mar. 14.

My email is . My booking #DV7DDQ.



Thank you for your assistance and hope to hear from you soon.



Ilona Ozols

I was on the Feb7 to Feb 14 cruise frm Singapore round trip (Vietnam to Thailand My mariner #is 651580449B. I purchased a rip to the airport,actually there was amix up and Ipurched 2, but money for one was refunded. We were pushed off the ship before 7am But I was taken to a convenuon center where I AS TOD THAT TRIPS TO THE AIRPORT would not start until after my plane departed and I should take a taxi.So I have now spent $29 for the trip plus $20 forthe taxi. Do I have any hope of getting a refund for your bus service.
Trying to find the correct customerservice sit whistling in the wind.

I cancelled a cruise, and the customer service rep said that I would receive a cancellation notice with all my info including the deposit I would receive in 7 to 10 business days. I received an email with the cancellation but had nothing concerning my deposit. I called them back, and they said it was because they used the wrong code (no deposit refund), so they resubmitted the cancellation. I received exactly the same email with no deposit. I called a third time, and the rep said that it should be there. It still wasn't there. I read the entire cancellation to her. Then she said "you can take it from me, you will get your deposit". She said that for some reason it wasn't including that info on the cancellation. If I don't get my deposit back, I have no info on my cancellation to prove that I was due a deposit. When we hung up, I tried to leave a comment, but it would only take a rating. Not very good customer service.

My husband and I just got off the crown princess from Mexico I need to complain and want you to know that the lack of service and understanding in regards to the Lotus spa was terrible it absolutely ruined my cruise her name is Britney as a manager of the Lotus spa I signed up or reserved a spa treatment that was $295 I expected a $295 treatment when in fact it was one of the absolute worst experiences I've ever had and I'm very saddened that I was not approached personally by Britney the manager at the Lotus spa I left the ship with really bad feelings in regards to Lotus spa I'm a gold card holder we were with a company named Old Master Old Master . My husband personally made the reservation for the side of body wrap that was for 100 minutes specially for me and was very unhappy when I explained to him my unhappiness in regards to the treatment the most important part was that nobody cared and nobody asked to sit down with me and speak with me personally in regards to the treatment and my unhappiness of the spa treatment itself is very expensive I've had many amazing spa treatments on the princess and on other cruises but I will never ever book another cruise with princess and as a gold cardholder I feel truly disappointed if you could get back with me I would like to speak personally to somebody about it I did buy product from them which is very expensive The massage was adequate but I expected the wrap to be just that a relaxing wrap and I was constantly being asked not to fall asleep showering in the middle of treatment not once but twice and I'm when I spoke of my diss my concerns I was jaded and I feel really badly about it especially for my husband who gave this Bob treatment to me as a gift I would really appreciate a contact back to me in regards to this complaint

This is my experience with Princess Cruise Line.I planned a cruise to French Polynesia and spent over $15000.00,I was treated HORRIBLY by this company.They will get you on their boat,give you dirty,dusty accomodations,holes in the lines,dried urine on the bathroom floor,go threw our personal property,steal things,treat you ANYWAY they want to,being incredibly rude,condecending and abusive,make up their own laws,rules etc..,like judge,jury and executioner.This is a floating palace of lawlessness,the captain disconnects himself from his passengers and crew like he is above them.He encouraged gossip with the crew,to the point there was almost physical fights between them.The security is more concerned with bullying the passengers than the safety of the ship.I read ISIS is planning to attack these types of vacations in the future because of the lack of security,and can see why,but I am sure the captain would be safe in his panic room somewhere.I also have pictures of the Pacific Princess dumping wastewater IN PORT in Nuka Hiva Marqueses.This is TOTALLY illegal,they have been reported to the EPA,Friends of the Earth and the coast guard.Please don't patronize this company,you will be sorry.Good luck trying to complain to customer service,that it as big of joke as the Captian Fabrizio.Good luck trying to sue them,even if you win,they will appeal,you will NEVER see a cent!

I have been on more than a few cruises with Princess and never had any complaints till now. I was extremely unhappy with my last cruise our stop in Maui after a very long delay to get off
My family was not to get off till after 1 and then had to wait in a 3 hour line to return sad to say we only had a few hours of exploring not able to don any activities and was disappointed in our time there Nothing was really done and I truly felt we should have received a refund for that full day no has contact me back

Enchanted Princess cruise 2/7/23-2/17/23) Mostly enjoyable, rated 9 out of 10. Our only MAJOR complaint was allowing smoking in the casino. Out of 3000 people on the cruise, probably less than 10% of them smoked..and usually they were hard core chain smokers taking up 80% of the casino....Totally NOT FAIR to the other non-smoking passengers, many of whom would not go in the casino or spent little time there because of the "heavy smoke presence". An 80% ++ majority should take precidense over the smoking minority!...especially in the hospitality industry.

I was given a full refund on my upcoming cruise but Princess kept my insurance money. This would have been my 17th cruise with Princess and I hated to cancel but I am afraid. It is especially concerning that 14 members of your crew had the virus on board the Grand. I booked a cruise in Oct. and I hope the virus will be gone.

My partner and I were on the Nov25/15 sailing of the Grand Princess from San Francisco to the Hawaiian Islands. Unfortunately, mechanical issues forced the cancellation of 3 of 4 scheduled ports of call. The Captain and crew handled the situation extremely well, keeping us informed and improvising a radically revised itinerary. The company offered generous compensation and did so quickly, not begrudgingly. Their astute handling turned what could otherwise have been a serious customer-relations disaster into a positive outcome. Everyone we talked to thought the treatment was very fair in the circumstances. The embarkation/disembarkation process was the best we've experienced anywhere. Well done!

On 1-20-2015 I was in contact with "Michelle" from Customer Relations. This had been in reference to a compliant I had filed regarding a negative incounter on a previous Princess cruise. Michelle was more that helpful and totaly assured me that even minor complaints are not overlooked and forgotten. I was totally at ease in talking with her. She even offered us some compensation to the unfortunate experience we had encounter on that cruise. Not anticipating any reoccurrances of negativity I am totally confident that should that ever happen again I would definetly feel comfortable in recontacting Michelle. She represents Princess Cruises in a very professional manner.

My husband and I took a British Isles cruise this past May. On the day before disembarkation, my
husband broke his dentures at breakfast. We saw the doctor on board to get a referral to a dentist at port. He said to leave it with him, he would fix it. That evening at dinner, the dentures broke again, and later we received a bill for 170$US. We were quite upset, especially after living a fabulous cruise experience. There was nothing the ship could do, but they suggested we write to the company and explain our case. We did just that upon returning home. We mailed a letter to the head office in California and within 2 week, we received a very polite letter from a lady in the claims department stating that our case had been reviewed and that we would be reimbursed the full amount on our credit card. Our card was fully credited within 2 months. Happy customers. We
are very pleased with Princess service. We will not hesitate to cruise with them again. Thank you Princess.
PS We couldn't reach them by e-mail for some reason.

I would like to thank your employee, Alex Clontz, for the wonderful help he gave me in completing my information for my Western Caribbean trip on the Princess. He was patient, polite and very helpful with all my questions for completing all the information necessary for my upcoming cruise. Again, my thanks to Alex!

Thank you, Princess Cruises for having such wonderful staff on board the Star Princess!! I took an Alaska cruise out of Seattle, Washington September 7, 2013. All of the staff was outstanding. Unfortunately, I do not have the names of all of the staff members, however, I would like to give special thanks and recognizition to the following: my Cabin Steward, Franco. I was in cabin E231. Franco was the best Cabin Steward I have ever had ~ kind, friendly, efficient, remembered my name and addressed me as such from the first hour I was on board until I disembarked. Jimmy, Michael, Antonio/Anthony,(all in the diningroom around table 165), and Vldamire, also in the dining room. They made the cruise so special with their excellent service and wonderful personalities. Sarah and Anna in the jewelry store were fantastic! They added such a special touch with their friendliness and interest in my cruise. The staff at Passenger Services were always kind and helpful. Security Personnel were kind, polite and made me feel very well taken care of. Also, this was the first time I had left from Seattle. The people at the pier are to be commended. Everything was so well organized and moved along so quickly ~ I was most impressed. What a wonderful way to begin and end a cruise. All in all, it was most enjoyable ~ and that was do, in most p art, to the outstanding people on the Princess staff! It amazes and impresses me so much that they are all able to maintain such pleasant personalities, constant smiles, helpful and upbeat attitudes while constantly dealing with tourist. I thank you from the bottom of my heart ~ each and every one of you. Please give special thanks and recognizition to those I have listed ~ they certainly deserve it! If you have some kind of "Outstanding Employee" program ~ I would like very much to know how I could nominate them. You have my address I file, I am sure. If there are any questions, or if I can provide addition information, please let me know. Sincerely, ML Coyner

I cruised Princess to Alaska, and I would recommend, the Golden Princess to all my friends, very fun voyage, food was spectacular, people were great, cabins were perfect in staterooms. I would like to see a all inclusive, drink package offered for, a reasonable price for passengers in the future, would make cruise more enjoyable. Thanks again. David McBroom

I just finished a 10 day cruise to the Carib and took a 14 day cruise to Hawaii in December. I realize that because of the economy everyone is cutting back, Princess being no different. Still yet they did a fabulous job taking care of us. The people who leave negative feedback should cruise NCL. They will change their mind about Princess.

I am writting to inform Linda Farnsworth of the excellent response I have received from Meralyn in customer services. I explained the situation of adjoining state rooms for myselph and my brother. She returned my call within the hour with positive results. It is the positive attitude of employees like Meralyn that makes Princess what it is. Thank you again Meralyn. PETE & FRANK