Princess Cruises Customer Service Complaints - page 3

I am a member of the Captain's Circle and have taken many cruises with Princess. My husband and I took a cruise on the Ruby (3/24/ Princess and I was so dissapointed. It was the worst cruise I ever took. The ship was not that clean, the food was not that good, and there was rust all over the ship. The commodes were overflowing and half the time no paper towels to wipe after washing hands. I don't know what happened to Princess but, I will never cruise with Princess again. I intend to put this info on Facebook and anywhere I can.
We were told that Carnival has taken over Princess and that is the problem. If that is true, that was a big mistake. Linda Summerfield Mason

Princess Cruise is giving me a run around about an error they made. I can not think of a worse corporate response to a problem that they created. I get different information from different people. Half of the people claim there are no recordings of phone conversations that would prove their error and the other half say these records do exsist. The care for their passengers is very low. Due to their error I missed a Christmas cruise that my 80 year old mother, my three kids, and the rest of my extended family was on. They will not return my calls. They say they can not put anything in writing. I feel that is because it would create more evidence that they were in the wrong. This is all very odd from a big company.

Try to call them! What a joke! Called three times and hung up after 30 minutes each time. They must have 1 customer service rep per 1,000 callers.

Unbelievable. Spent $7,000 and can't get a hold of them before my cruise.

Never again.

I would never travel with Princess again. After I had crossed off a tip after having had to serve myself, we were told by Customer Services that they would block our cruise card for the rest of the trip. The food was routinely cold or tepid and the 'international' entertainment was questionable at best

I am a circle member and have enjoyed every cruise I sailed on with princess over the years. However I am a smoker and the rules regarding smoking are questionable. I understand not smoking in rooms however now passengers cannot even smoke on balconys. I had a cruise booked for 11/2012 but cancelled due to this rule. Maybe you should consider a block of balcony rooms on one side of the ship for smokers. I know am cruising on NCL in place of princess in Nov. Please consider blocking some balcony rooms on one side of ship for smokers. I will be happy to sail again in the future if changes are made. Thank You George Medeiros

This company is a complete disater when it comes to customer service. We sailed with them in March on the Crribean Princess. Unfotuantely the ship broke down and we were unable to sail. They promised a full refund on our cruise. It is now 6 weeks later and I have only received a partial refund. Ihave sent 3 emails ang got zero response. They were great at taking our money and great at constantly barraging me with new offers BUT they are absoluetly the worst when it comes to communicating with an upswet passneger. BOOK ELSEWHERE.

My wife and I have sailed on Princess Cruises for many years and it seems each year they are getting worse. We sailed on a Transatlantic Cruise in November where we had so many issues that Princess finally gave us a $500 credit...this tells you how badly they failed and I won't even go into how many issues there were. We took the credit to see if Princess would make things better when we took a cruise just a couple of weeks ago on the Sapphire on a R/T to Hawaii from LA...again, it was a disaster. We ate at the "revamped" steakhouse ( specialty restaurant...gimmee a break..it's just an area draped off from the Horizon Buffet that costs $20 per person...the meal wasn't any better than the buffet..the busboys piled the dirty dishes on a table nearby where we were eating and left them there for about 15 minutes...it took forever just to get through our meal because they were too busy serving other tables with more people...it was just me and my wife. They would not bring our meals on time..it was shabby, the drinks were no existent and the service was horrible until the waiter brought the check. It was the only time he was actually at our table long enough to watch me fill out the ticket which I purposefully took my time...he stayed until he saw me put down a tip...

We are Elite passengers which should tell you how many times we've sailed Princess....NEVER again will they see a dime from me and I am going to tell everybody I know to stay away from them and we will be cruising with Celebrity and HAL from now on.

1. Phone numbers to contact customer service require 20 to 45 min waiting time to get somebody on the phone.
2. Online reservation is impossible because after entering all the information about pasengers and clicking continue it gives the message that the page cannot be found and comes back to the home page. I tried twice so it was not an accident.
3. Finally I've got somebody on the phone and did the reservation over the phone but shortly before I finalized the payment I was disconnected. The lady did not call me back to continue, in spite of the fact that I told her how hard was to get her on the phone. So I tried to call customer support again but after 15 min I gave up. Fortunately customer support lady managed to make reservation but without entering deposit. She told me that I could not pay online but she was wrong. I paid deposit online instead of wasting again my time on the phone.
4. After booking I tried to reserve the flight online as part of the package. It does not work. There is a button Book a Flight. After clicking on this button it takes the user to another page on which there are no other buttons to click to continue and no option to enter anything.

Eventually it took me four hours before I completed the task of making simple cruise reservation. I cannot believe how little Princess Cruises cares for its customers and how difficult it is to reserve a cruise considering amount of money it charges.

We recently sailed on Sun Princess (September/October 2012) and when we visited a silk factory (China or Korea), we purchased a handmade embroidered picture in a frame. We paid for the item and in the meantime it was whisked away to be wrapped, so we didn't actually see it being wrapped. When we got home, we discovered that it was the wrong picture -nothing like the one we had selected and paid for.This was very disappointing and we would like to warn other people to be more aware when the goods they purchase are taken away to be wrapped. Annette was on our ship to inform us of our ports of call, so perhaps she could be told of this.

The Grand Princess is the most pathethic, sick ship I have ever been on. Toilets would not flush 3 of the days. They were pumping other passengers sewage out of our toilet at Midnight, stinking up our stateroom and keeping us up until 1:30 AM on the night before early port arrival. Check in took 1.5 hours with no wheel chairs available for passengers with disabilities, no chairs to sit down and rest. Buffet food over cooked. Casino so full of smoke, a non-smoker cannot sit in there for long. Cruise Director only visible at stage shows, and then you wish he wasn't. Same problem when he was on the Emerald Princess prior to this cruise. Service over all was mediocre compared to other Princess cruises we have taken. Only offered $190 future cruise credit, which we declined as being an insult to the value of our vacation time. They should have refunded or credited 1/2 our cruise fare.

I have Travel many times with Princess Cruise and I have always had a great time this has a lot to with with their staff.Then entertament has always been wonderful a entertainer by the name Sammy Goldstein is a big part of why we returning back to Princess.This comeing Dec I had plane a trip on the ship that Mr Goldstein was going to be on. I just found out today that he has been moved to another ship becaues the cruise director clams that Mr Goldstein doesn't know enough spanish to perform for the spanish speaking people .What I don't understand is that Mr Goldstein has been with this Cruise line for over 25years and has done this same cruise before and had no problems.Iam very upset that this cruise director should of left well enough alone the passengers know what they like I would like to see Mr Goldstein be put back on the Caribean ship for Dec. I would really like to see someone look into this matter before Dec18,2011. I would hate to stop cruising with Princess.Thank you very much .Ms Reyes

I hated this cruise so much. Im 50 and everyone on baord except the staff was way older than me. Tendering was shocking, Hospital on board very unprofessional. My husband was nurse for 16 days after an accident caused by the ship (not me) so both of us wasted all our money had no shore leave foods brought to cabin AND NOT AN OFFER AT ALL FOR MONEY BACK.

My complaint for my recent cruise as a COPD passenger in a sole occupied balcony room had to put up for 15 days with a 'cigar' smoking neighbor. i could
not enjoy a majority of my trip inhaling someone else's
habit. There should be non-smoking suites available for such person's as myself. I became ill congested & a difficult time breathing the last 7 days of the cruise. I did not want to seek a nurse or med staff due to the fact that I paid for tours I wanted to keep if possible & not be quarantined for respiratory problem! I would definitely feel sorry for the passenger(s) having to be subjected to that room on the continuing trip to Alaska & back. There is sufficient places on board & also a room to enjoy inhaling their own smoke without subjecting the entire row of passengers cabins. As I had already unpacked & hung my things & organized my room it
was too late to find out I had a worse than cigarette smoker in the next cabin - not a happy cruiser for that with the 'ISLAND PRINCESS'. SIGNED: DONNA ALEXANDER, ROOM A604

They refuse to respond to price inequity. Neither to travel agent or costumer, I paid $2200 more than passengers that bought later for 28 day cruise.

Just returned from a March 5-12 Crown Princess cruise. For the most part things were ok, the bad things....food is mediocre at best, nothing special.

Princess Cays is a beautiful island which Princess has destroyed with one of the shore excursions....a so called sky diving excursion which is nothing more than a large fan which blows you up in the air. It makes so much noise that everyone on the beach is annoyed by what sounds like planes landing. When I called Princess and complained to Charles Hurst, supposedly the supervisor for customer complaints, he basically told me to bad, that is just the way it is.
This is now our third and final cruise with Princess. They are not helpful or concerned about their passengers. Moving on.

Princess Cruise Line is suppose to be a better cruise, however; I have been on 6 other cruises and Princess was the worse. Staff was rude and not helpful. Due to lack of chairs on the sun deck, quests were fighting over the chairs.

booked a southasian cruise on ocean princess dec 23nd 2010. Itinerary was changed therefore i canceled the cruise bought airfare and had to cancel the airfare but had to pay $900 to get the refund. That puts me out $900. that princess promised to pay
Now they are reneging stating that the $900 penalty I had to pay for canceling the air was not a penalty. I call it a refund penalty, what would you call it.