Princess Cruises Customer Service Complaints - page 2

See below that the Cruise sent us information that because of it's timing, has made it impossible to obtain my wife's Canadian visa in time for the cruise departure OR to cancel our cruise with a full refund.

This is the important dated info:
On Nov 1, 2014 make deposit and receive cruise confirmation
On May 20 - make final payment on cruise
May 27 - last day to cancel with full refund
On July 22 - we received an email from the cruise line that contained this passage: "Please be aware that the visa must be obtained regardless of whether you choose to remain onboard or go ashore. Without the visa, you will be denied boarding without refund of the cruise or cruise tour fare". We had assumed, like any normal person, that if she remained on board and did not actually enter Canada that no Visa was required. We saw nothing on the Canadian website that discussed any special visa requirements or limitations for cruise ships stopping in Canada.
On July 23 - We applied for her Canadian Visa on-line.
On July 27 - we received an email with a letter approving her visa with instructions to simply take the letter and her Passport to a Canadian Visa Center (one is in Los Angeles) to obtain her Visa.
On Aug 5 - we went to the Canadian Visa Center in El Segundo (Los Angeles) expecting to have to wait a few hours and then have her Visa and Passport. We were told it could take up to 10 business days to be processed. We asked for special consideration as an Emergency.
On Aug 9 (Sunday), we have determined that even if the Visa was created tomorrow Aug 10 (the day of the sailing) we can not receive the physical visa since we had paid extra for FedEx overnight and the Canadian web site still states 'under consideration'.

NOwhere did I agree to anything or receive any information stating "Please be aware that the visa must be obtained regardless of whether you choose to remain onboard or go ashore. Without the visa, you will be denied boarding boarding without refund of the cruise or cruisetour fare"

IF the cruise line had sent this email even 5 days earlier we would have her visa with no problem. In the future they need to send this email at least 30 days before the cruise date.

We we are simply asking for a full credit from vacationstogo or Princess Cruises for the full price of the cruise for us both plus our round trip air fare from where we live in Bali, Indonesia. We will book another cruise from Singapore next Spring perhaps.

By the way, we had 3 other couples book this same cruise and they are, of course, still going. So vacationstogo and Princess obtained fully paid bookings for 3 other rooms!

How soon will this Credit be created and sent to us?

best, BaliBruce

We booked a Princess cruise in April 2015. This was our 5th cruise with Princess but this is the first cruise where I booked an airline ticket through the cruise line that was refundable. When this happens, the airfare is paid by the cruise line up front and the passenger is not billed for the airfare until the balance of the cruise is billed. The airline cancelled our flight from the connecting airport to Atlanta. Rather than miss the cruise we ended up driving to Atlanta. I have been dealing with a "Customer Service Rep" named Amber who has provided nothing more than lip service about refunding $95.76 since June 2015. I provided her with documentation over a month ago from Delta that states the refunds were issued to Princess Cruise Lines credit card. No refund as of yet. It is hard to believe that the cruise line would hassle a frequent cruiser for less than $100 when a refund it due. The corporate customer service is poor and unbelievable!!!!

I finished a cruise with Princess cruises, started from Athens Greece and ended at Rome, Italy. we stayed at the Marriot Garden Inn In Rome, I left my luggage at the Hotel, complained about it and up to now no response from the hotel or Princess cruises. Please help me recover my luggage.my name is Warlito Moises, address

We cruised Tracy Arm on Ruby Princess. Previously we cruised Tracy Arm with Princess and saw the beautiful Sawyer glacier and looked forward to a repeat performance. Cruising Tracy Arm we were anxiously awaiting seeing the glacier when the ship stopped and offloaded passengers on smaller boats to see the glacier. Ruby Princess turned around and left Tracy Arm without a glimpse of the glacier.
When I click on Tracy Arm Fjord in the itinerary it says I will be "treated to views of snow capped mountains and blue-tinged glaciers". No mention of having to buy an additional tour.
The second page says "Tracy Arm Fjord is a narrow winding passage of towering granite walls and waterfalls, at the terminus of which lie the twin Sawyer Glaciers".
Lastly, had I clicked on Ports & Excursions and selected Tracy Arm Cruising I would have been told that I would see the South Sawyer Glacier and "continue on to view the beautiful North Sawyer Glacier which cannot be approached by large cruise ships". That indicates the cruise ship should be able to view the South Sawyer Glacier which we did in 2005 on the Regal Princess.
I wrote the company saying we were owed a partial refund since nowhere did it say the Sawyer glacier view was not included in the cruise as opposed to the pages that touted the glacier as part of cruising Tracy Arm as we did on a previous Princess Cruise.
Over a month after I sent in my complaint I received a call from a representative of Princess who said she understood my concerns but we would not be given any compensation but my letter would be sent forward (buried) in corporate archives.

Do not cruise Tracy Arm with Princess and view any other route claims with skepticism. This is definitely my last cruise with Princess.

Vacations to go showed at least 20 dates with oceanview cabins over the dates we wanted, so we didn't try to book until last Saturday. Even though every one showed availability, the agent checked each one and none were available. On Sunday I called Princess and was told there were many oceanview cabins for 7/27 EA4 and I could check with my husband and call back on Monday. On Monday I was told there was nothing available on that or any ship from 7/18 - 8/5, 2015. After many, many hours on the phone over several days we finally found a cruisetour with availability on Princess. The agent put a hold on the cabin when we said yes to booking right then and there, and she explained the insurance and taxes. When we said yes to the insurance she stated that the cabin was gone so I spent over an hour with another customer service person who was unable to give me any help, couldn't even waitlist us. That one was 7/30 EB4 cabin 3005. I've spent 10 hours on this already. Yes, I should have booked sooner, but the Vacations to go site assured me that there were many sailings available for these Alaska Cruisetours, To this day they show lots of availability, when Princess will tell you there are none.

I mailed a letter to Princess Cruises president Jan Swartz serve real weeks ago about our concerns about the very poor embarking of our last two Princess Cruses from San Francisco. How long does it take to respond?

ive been home from my 7 day Caribbean cruise for 10 days and still have yet to hear from a rep. I am annoyed now that my BED BUG issue has been ignored. ive sailed princess 5 times and have been ignored. this is a health issue that needs to be addressed.

lynn odonnell

This email to their President says it all.

Jan,

I had my first cruise with Princess and was in heaven in March of 2014. I thought this was one of many to come with your company for my husband and I until I had to deal with your customer service people a few months ago when I book another cruise. We decided to go on another cruise line after that. I thought I would give your company another shot and just not deal with the customer service line, but my booking somehow got cancelled and I HAD to call them. Once again... they were rude. Verlina should NEVER be allowed to speak with anyone in a customer service capacity and the other rep that she transferred me to was completely uninterested in the fact that my booking got cancelled somehow after paying for it online with my card. There is some type of glitch in your system and I am sure the technical people would like to know about this issue and fix it, but no one seemed remotely interested in hearing about it or listening to my frustrations. I lost my cool with Verlina and can only imagine how elderly people might feel if they got stuck talking to her or the customer service line.

If you are interested in my previous experiences and would like to understand WHY we will not cruise with princess after this next cruise, feel free to contact me. I wanted to send this, because I would want this feedback if I was working hard to make a company successful just to have it undermined by rude reps in my customer service department.

Bea Haggerty-Mills

Brisbane to New Zealand Cruise 30/12/14
William and Jessie Neill aged 86 & 84

To whom it may concern,

My parents are back from their cruise, unfortunately it was a night mare, both became very ill with influenza, which included a $861.14 medical bill.
Both of them were confined to the room for 4 days with no services, eg. beds were not made, no fresh water, it took 3 hours to get a menu one day and an other few hours for the food,
As you know my parents are elderly I would have thought they deserved a bit better treatment, as specially as they were not sick before boarding the cruise, they are still not well and have been to their local doctor twice all ready since returning.
Pricesses Cruises did email me to say they were fumigating the ship as there had been a lot of sickness on board, obviously they didn't do it properly.
Certainly will not be travelling with them again.

Kind regards
Glenda McMillan (Daughter)

My recent experience with Princess Cruises customer service left me feeling that they really don't care to correct customer issues even if the issue was caused by their affiliated entities. I spent 3 days working with a Princess Travel Agent pouring over the deck plan and picking the perfect cabin up on the Lido deck near the pool and the spa (mostly because my boyfriend is somewhat claustrophobic) only to have it "upgraded" to a lower floor near the washeteria because I failed somehow to convey that I did not want my room change even though I was never informed that that was even a possibility. I would think if you wanted an upgrade you would have to ASK for one. When I called customer service I was told there was nothing they could do because now all of the cabins on the level I CHOSE are taken. I don't feel that the 3 people I spoke with including the supervisor were very sympathetic to our situation - mostly because they said that they emailed me one notice and I was supposed to discern from all of their other junk mail emails that THIS one was important. I will not book another Princess Cruise due to this snafu. Making their customers happy and satisfied is obviously not their concern.

the virus that went around the Dawn princess completely ruined our cruise , we have to re consider the future cruise that we have booked with princess . They were not carefull enough with the buffet meals when they had so many passengers sick on board . not good enough when you spend so much money .
it took my husband and myself 2 lots of antibotics and 10 days to recover

I worked two jobs to buy my mother and her husband a 7 day cruise to Mexico. When we were notified that the cruise was to leave on Sunday night at 8 pm instead of the scheduled 1 pm Saturday, I was very upset because they would not refund the money for the shortened trip. They classified this as a "change of itinerary" not a complete cancellation of two days! They also cancelled the port stop at Puerto Vallarta - one of the advertised destinations. When I called customer (no) service, "Lauren" told me (in a condescending tone of voice) that the only way I could get my money back was after the cruise was over and it would not be refunded to me, but it would be given to my parents on the ship. I had already given them cash to spend, and asked that the money be refunded to my visa card that was originally used to book the cruise. I was now transferred to her supervisor, "Mary" who told me this was not possible. The money would only go to "onboard credit" and would only be refunded to my parents even though they did not pay for the cruise. She did however, tell me that the advance payment on the shore excursion would be refunded to my credit card. (Now I have been on the phone for over an hour) "Mary" again asked me to wait on hold (no reason given), and after 15 minutes, told me that the money would not be refunded to my credit card, but would be given to "onboard credit" and if I wanted the money back, I would have to talk to my parents. She hung up on me before I could ask any questions, "It was a pleasure speaking to you...." click.

So now I again called back, and was disconnected three times....

If a company cannot refund money to the customer who paid for the cruise, when that company is responsible for canceling several days and destinations in their cruise, a refund is in order! They were more than happy to take the money, but once they have it, good luck getting anything back!

I have just returned from a Transatlantic cruise on the Regal Princess. The cruise was wonderful but I am VERY upset with a member of your medical department and wish to lodge a complaint.

Who can I email to discuss customer services on a cruise I just came off of from New England Canada

This was our first and last cruise with Princess. We have taken 15 cruises before, and never experienced such indifference toward the passenger. The champagne waterfall on the first formal evening was a joke, money making con. We decided to head for dinner, having tired of waiting around to meet the Captain and senior officers( as with other shipping lines). We had booked anytime dining. This time awe were told that all the bleepers were in use, and come back at 9 p.m. for one.
I must add we were a couple, but many, many others were told the same. Gasps of horror. We headed to the other d'room, passengers queuing up the stairs.. headed to the horrible buffet. No one to help, replace cutlery, it was dismal. We were given a piece of meat 1.8" thick, veg, and saladings were leftovers, so i had some limp salad, and put a dollop of dressing on, to moisten it. No cutlery anywhere. i could tho on, but what is the point. The ship had too many passengers, not enough public rooms, bar areas, quiet places to read, or chat. General Manager powerless. Strange we have never received the Customer Questionaire. Obviously Princess know they are way down the popularity stakes. This was Emerald Princess, fortunately, only a week long cruise. i thought I had died and gone to hell.

Princess cruise Dec 21 out of Houston, TX

I would like to comment on quality of service of the food server

I am 88 yrs. old and have traveled in 41 countries thruout the world and have never havd such extra fine serve that we had on this cruise. the head server was Ms Paul Fehrlen of Brazil and assistant Rudy Magro of the Phillipines. They gave my daughter,her husband, my guest and me some of the finest service i have ever had. Thank you Paula

Our son left his brand new 3 piece suit on the ship in his cabin; not realising this until he disembarked. He went back immediately only to be told he could not go back onto the ship. He asked if someone could please go to his cabin and get it out of the wardrobe, the reply was NO, he was given a number and told to ring the number in Brisbane where they take lost property, he rang and they told him that it is sent to the head office in Sydney. So he rang there after a few days, the lady he spoke with said that she would check if it was there. He rang back and she said that it was there and that it would be posted out to him, he even said he would pay for the postage. We waited a week No suite so he rang back and the lady this time said that anything left is usually given to charity, but she would speak to the lady who he had spoken to the last phone call, she went away and said that it had not been posted as they could not post it but we could come and collect it, she gave us the address in Sydney Australia. We travelled down with our son over 800k to Sydney from Brisbane to be told that it was no longer there and that it had been given to a charity. Lies, lies, lies. If this suite had not been bought by my deceased Mother we would not have pursued it, but her buying it for our son actually changed his life as Mum had said to him, now dress nicely and you will be respected more and see how people treat you differently, after that he booked the cruise and took it on the cruise. After lie after lie sadly the suite is gone.
We did not even get a sorry after all the running around.
Word of mouth travels quickly and with social media.

He has since worked very hard to save up and get another $800 suite similar to the one Princess kindly!!!!!so they say donated to an Op shop.
Thanks a lot Princess.

As frequent floaters and happy drinkers we regularly come up against the self-serving regulations regarding carry-on liquor. We've been sailing for thirty years and enjoy good loyalty rewards from our favorite lines, Princess holding the majority of our favor. We've tried Listerine bottles, Coke bottles and bottles down the pants, most times being successful. Unfortunately, I take an almost psycotic revulsion at being violated by these bozos for no reason other than their profit.

I suggest an organized response by other travellers in my position, that being cancell all tips at the purser's desk prior to departure, no specialty restaurant visits, no bar tabs...leave the ship with a zero balance on your account. This is the only recourse thay will react to, hit them in their wallets.

We all know that cruising is a way of life, that cruise lines are the lowest forms of life and their only real focus on your trip is looting your pockets.

Maybe I sound a little crazy but I'm a consenting, paying adult and I'm offended that I have been reduced to acting like a drug smuggler simply to have a drink in my cabin.

If you have better ideas please post.

Thanks and Happy Cruising!

My husband and I , along with four other companions, were booked on the NOVEMBER 17, 2013 CRUISE on the Royal out of Ft Lauderdale. We experienced weather conditions in our layover stop in Baltimore , Maryland. We were told that we would find that all flights leaving that airport would also be delayed but that we should make our destination in time. We contacted Princess via phone when we arrived in Maryland at noon and spoke with a representative informing her of our later than expected arrival. We were encouraged to continue towards our final destination and that ship would be there. The representative told us that she would alert the ship via email to let them know that we might be late. We arrived in West Palm Beach and drove quickly to Port Everglades to board the ship. I called three different times and spoke with three different people indicating that we were on route to the ship and would arrive at 4:30pm. Even though the ship was supposed to leave at 4 pm, we did not believe that we could have possibly been the only individuals on the east coast that were booked on this ship that also had poor weather through Baltimore airport. When we arrived at the dock at 4:30pm , the place was completely empty and there was no one to talk to. At no time during any of our conversations with Princess representatives during that day did any of them discourage us from trying to get to the ship nor did anyone indicate that the ship would not wait for the 6 people in our party.
We contacted Princess immediately once at the dock and we were told that due to the fact that we had insurance , we were not to worry as we could file for reimbursement. However, because we arranged our own transportation, we are now out our air fare expenses plus the $180.00 taxi fare to try to get to the ship on time. I would like someone to contact either my husband or me about this. We are platinum members and have brought Princess a number of new cruisers over the last several years. I feel that this whole ordeal has left me with a very sour feeling towards the company and would like to speak with someone about this.

I was a passenger on the Nov 10 sailing to Hawaii from San Francisco, CA. I find it appalling that Princess lines is not even going to compensate passengers on this ill-fated cruise, i.e., the passenger who went overboard. So many people were disappointed because they were not able to see the sites or island they wanted to on this cruise. We didn't get what we paid for, which was a 4 island stop. I think it would be wise to compensate us for us passengers not getting what we paid for. We had less time on each island, and no time on Kauai. Please consider this request. Thank you.

cruised nov 17th-24 2013 travelled with friends therefore our rooms were booked same floor deck a418 and a430 i had 418 key would not work so room steward let me in and someone was already booked in that room.i was not happy had to be put up on deck 12. no one even notified me of this
our enbarkment time were 40 mins apart. one other thing i'm a smoker and smoked at the back of the ship there was a really strong smell of sewage back there and everyone was complaining. everything else was good but i feel someone should of got back to me about the room. would appreciate a reply back

I Forrest J. Davidson, Went To North Cape On The Caribean Ship.this Is My 6th Cruise With You, Never Had A Problem Till Now,i Put My Luggage Outside My Stateroom [b730]],we Were Told To Put Our Carryon's Outside Too, Because Of No Room On Bus To Stay With Us, Except Hand Bag's, Ipad's, And Computer's.it Was Picked Up Later In The Evening.. When I Went Down To Gather My Luggage To Get It On The Bus To Heathrow Airport My 18" Carryon Was Not In The Luggage Holding Area [ Gold 3], I Thought It Was Already Put On The Bus, When I Got To Airport, I Helped The Driver Unload The Luggage From His Bus, My Carryon Was Not On Bus. The Driver Said Go Into Airport Terminal Look For Princess Personel, I Found One, She Called Back At Terminal, They Told Her Nothing Was Left Their,this Was Last Bus Going To Heathrow That Day. I Checked With Lost Luggage At Heathrow. The Same Day I Called Lost Luggage Princess A Lady Took The Imformation About My Carryon, She Took All The Imformation, And Said She Will Expedite The Process, I Told Her The Ship Would Be In Port Till Atleast Monday 5.00p.m. London Time. She Told Me To Call Back In 2 Day's, Hope It Would Be Track Down. I Called The Number, And The Ext. Number 44486 No Answer, So I Called The Lost Luggage Number, A Lady Answered, I Told Her What The The Previous Lady Told Me, Her Name Was Shawnte, This Lady Got Very Mad, And Told Me I Needed To Fill Out The Lost Luggage Form, From Your Website, I Agian Told Her About My Conversation With This Woman[ Shawnte ]. She Said Ther Was No Such Extension, Or Woman By That Name, She Couldn't Help Me, She Acted Like I Was Lying To Her, Very Short, And Rude, I Did Most The Leg Work In London To Find My Most Important Piece Of Luggage, Still No Reply, Or My Luggage.

Shame On This Person, I've Got A Very Bitter Taste About Princess Cruises My Member Number IsShame. My Home Number Is If Anybody Give's A Darn.....

Princess Cruise Line Canceled Cruise Refunds .I have canceled two cruises to Hawaii and have waited and waited to get a refund. I am going to take THEM to Court. Ido not think they ever are going to give me a Refund.

Where is my comment about Princess cruise lines, posted June 25, 2013., well guess will post again. I never in my life been so miserable!!!! I hated the cruise nothing impressed me!!! Food Terrible Staff were rude at front desk and most not least mind you had a mini suite and the old sofa bed was terrible!!! toooo short and could feel the rails through it!!!! NOTHING WAS EVER DONE ABOUT IT!!!!! Ship had very little activities on board!!!!

I had the worst cruise ever on the Coral Princess everyone at the front desk wasso rude, the food terrible !!!! and most of all my bed Really a old old sofa bed that you could feel the rails through and a hump in the middle I called the first nite to see if I could get a better bed not the first attempt to do anything about the bed!!!! I will not ever cruise Princess again oh!! not to mention we had a Mini sute!!! in which we paid dearly for!!!!What excuse do you have Princess Staff.