Princess Cruise Line Customer Service Issues

Booking No. 4TVQ9C. I credited my Princess account towards the down payment using a promotion code PD3MD007A for the Premier Beverage Package. I was instructed to make a new reservation by April 1st to apply the offer. After rebooking to a lower deck, the reservation displayed a higher price instead of the expected decrease. Upon inquiry, I was informed via email that the increased charge was for the Premier package. Despite providing the promotion code in advance, it seems to have been overlooked. I've reached out to Miranda through urgent messages and emails but have not received a response, as she is off on weekends. I would appreciate any assistance you can provide with this issue.

My spouse and I have a cruise reservation with Princess Discovery. Due to my husband's lengthy second first name, the booking company only included his first name on the reservation. At check-in, when his passport was scanned, part of his second name was visible, causing an issue with saving his personal details. The booking company advised us to manually enter his passport information, but this did not resolve the problem. As a result, he is unable to proceed from the blue lane to the green lane. Could you assist us in finding a solution to this matter?

Hi, I recently returned from my round cruise in San Francisco. I observed an 83 CAD $ charge from Royal Princess on my visa debit. I would appreciate an explanation for this charge. During our last cruise day, I verified and spoke with the registration desk, and my bill was settled with no outstanding charges. I am Diana Movchan, booking number 4DJHCO, from the PRINCESS CRUISE HAMILTON voyage on April 16-23. I look forward to your response. Thank you, Diana.

During my recent cruise from Quebec to NY on the Caribbean Princess, I unfortunately tested positive for Covid on August 14th. I was then quarantined, unable to participate in any activities, and ultimately escorted off the ship in Brooklyn. To make matters worse, I was left to handle my luggage and my sister's, who was taken to the hospital with Covid, all on my own despite my age of 80. It was a stressful and upsetting experience. Despite promises of compensation for the hotel stay, where I had to wait for my husband to pick me up, I have yet to receive any follow-up on the matter from Princess. This lack of care and assistance has left me feeling disappointed and frustrated with the way I was treated. My safety was also compromised during the disembarkation process, as I narrowly avoided being hit by a car. The lack of help from the staff was concerning and disappointing. I hope to get this matter resolved promptly.

My family and I had booked a 15-day cruise with Princess Cruises in June back in March. Unfortunately, my mother has been unwell for over a week and the doctor has advised a surgery with a month of recovery time. We need to cancel our travel plans due to this sudden medical emergency. We can provide official documentation from the hospital. A full refund or future cruise credits would be greatly appreciated, given the circumstances. This trip was significant to us, and we have already incurred expenses for other bookings and hospital bills. We are not in a position to absorb the loss of this cruise. As our last opportunity to travel together for a while, we are hopeful for a reasonable resolution to this unforeseen event.

I contacted the customer service and was informed that I would receive my excursion refunds and boutique return as onboard credit. However, while on the cruise, I was told the credit would be issued to my credit card. It's been over 48 hours since my cruise ended on 5/20, and despite being assured last week, I have not received the credit yet. I am eager to book another cruise, but I am hesitant to do so until I receive my credit. Can you please assist me in locating my credit? Andrea S. Booking Reference: [redacted] 2 Excursions for 2 people: - $[redacted].95 x 2 - $[redacted].95 x 2 Return of $28 to the Boutique for pants I have made numerous calls and am feeling very frustrated. Your prompt help in this matter would be greatly appreciated. Thank you.

We urgently need to cancel our cruise reservation. We have attempted to contact your phone customer service, but unfortunately, the experience has been unsatisfactory. The poor customer service is a significant factor in our decision to cancel. Additionally, it seems like there are many additional charges on board that were unexpected. We have previously enjoyed cruises where everything was included, such as tips, and this comes as a disappointment. Regrettably, my husband who is 95 years old and experiencing heart problems, necessitating us to cancel promptly. Kindly provide a cancellation confirmation for our records. We have decided not to travel with your company in the future. Best regards, Harold and Katherene D. Booking No. 5WXW5C

Booking 5Q9T2T Hello, On December 27, we will be embarking on a cruise with our wonderful Samuel, who has intellectual disabilities and is autistic. During our last two cruises, you kindly provided the Princess Plus package for Samuel. We'd like to confirm if this package will be available for us again this time. For Princess cruises, we typically book a mini-suite as Samuel cannot sleep in the ceiling bunks. Despite his challenges, we always travel with Samuel as we have a deep love for him. Best regards, Andre Marcotte

I was on a British Isles cruise aboard the Regal Princess on April 30th this year. Unfortunately, we left behind a CPAP machine in our cabin. Despite working with Vanessa Sanchez (PCL) to retrieve it, we have not made any progress in the past two months. We will be in Southampton on July 3rd and 6th and would appreciate being able to collect it then, if it is available. Our reference number is 4XGQXV. This matter is very important to us, so we would greatly appreciate a prompt response. Thank you. Patricia G.

I have a friend, Barbara P., born on 3-19-[redacted], who missed out on a promotional free cruise from a casino due to a medical issue. She is a frequent casino player when we go on cruises together. I am trying to assist her in either securing a free promotional casino cruise for herself with a separate room or joining our already booked cabin on an Alaska Cruise departing from San Francisco on 9-4-[redacted] aboard the Ruby Princess for eleven days. I believe that Barbara should receive the casino offer she missed, considering her significant spending in the casino onboard. It would be greatly appreciated if someone could contact Barbara P. at [redacted] to assist her. Thank you.

I have a cruise booked with the booking number 2G5MMR. I've been trying to contact my agent without success through phone calls, emails, and other methods. I'd like to speak with a Princess agent to get my questions answered before my trip in about a month. As a Platinum member, I expected better service. I would appreciate assistance from any available representative. E. Davies. The Live Chat option isn't working for me, although it would be my preferred method for resolving this issue.

I have a cruise scheduled for August 5, [redacted]. I ordered Medallions for my husband and me back in March. A charge of $34 appeared recently for something Medallion-related. I received an email from Princess yesterday stating that I had to order my Medallions before July 23; otherwise, I would need to get them on the ship. When I called customer service for help, they couldn't access my account and suggested calling back in 3 hours due to a system update. I'm concerned if my Medallion order is still in the system. If not, why was I charged $34? I also want to know when they will be shipped out and if I could get a tracking number.

Due to a change in our airline departure time, my family and I unfortunately missed our 7-Day cruise to Alaska on June 14th. We were not notified in advance of the flight change and as a result, we arrived too late in Vancouver to board the ship. Despite multiple attempts to resolve the situation by contacting Princess Cruises directly and through our travel agent, we were unable to find a solution to get us on the ship or on the next available cruise. After being on hold with Princess for two days, we made the decision to purchase a new trip with Norwegian. As a result of missing our cruise due to the airline's error, we are hoping to inquire about the possibility of receiving credit towards our next vacation.

I submitted an official complaint form [redacted] and have been waiting for three months for a resolution. Yesterday, I was on hold for 44 minutes with Mark, then got disconnected. After that, I was on hold with a new representative and got disconnected after 33 minutes. The entire trip experience from booking to the land tour was awful with no access to food for four days and multiple issues. This must be resolved to my satisfaction today based on the Princess Promise which states, "we're so confident about our service, if you're not satisfied, we make it right." Please call me back at [redacted]. I'm waiting.

Hello, My spouse and I have a cruise and land tour reservation from September 2nd to September 12th, [redacted], under booking number 4QWPCD, Tour T3AFA4/C. On September 9th, at the end of our cruise, we were transported from the ship to Mt. McKinley Princess Wilderness Lodge. Upon the delivery of our luggage around 5:30 p.m., we noticed that one of our bags was significantly damaged. We promptly reported this to the Guest Services at the hotel. After an inspection later that day, it was determined that the bag was beyond repair, and the hotel provided a replacement bag due to our early check-out the next morning. Unfortunately, the replacement bag does not meet our needs for the following reasons: 1. The bag cannot be securely locked for air travel, as we still have a week of traveling ahead. 2. The replacement bag is oversized and flimsy since we do not have much to pack, making it difficult to secure properly. Despite checking with the hotel staff, they were unable to provide an alternative bag. Their final suggestion was for me to buy a new bag and seek reimbursement from the company, stating that they could not assist further beyond Princess management. This resolution has been disappointing and has impacted what had been an otherwise enjoyable vacation. We urgently require a suitable bag before our flight. Can you please confirm if I can purchase a similar bag and seek reimbursement, as I have photo evidence of the damage. Thank you, Y.W. Hong

Hello, I am seeking assistance. During our cruise last year, we met a lovely lady named Dona Spiegal. We are scheduled to meet her in Greenock on October 5th, [redacted]. Unfortunately, my husband lost his phone, which had her contact details. Is there a way to reach out to her and provide her with our phone number? You can contact us at [redacted] or [redacted]0. We appreciate any help. Thank you. Best regards, Mgt Kerr.

Hello, I'm seeking some assistance regarding our upcoming cruise plans. My spouse and I are loyal Princess Cruises customers and had a great experience in February with free room offers, casino perks, and a slot tournament. However, while I have been receiving more offers, my spouse has not. We are hoping to book another cruise for December with two inside rooms for us and two family members. We have been in touch with Jack Shah, a Cruise Vacation Planner, who noted discrepancies in my spouse’s rewards. Despite acknowledging the issue, he mentioned he couldn’t rectify it. I have contacted [redacted] twice, but there has been no response. We are eager to resolve this matter in order to secure our December cruise. Thank you for your help. Kim - Member # [redacted] Joe - Member # [redacted]

When I try to log into my Princess account, I am directed to a page that requires me to "Please Verify Your Information." After filling in the necessary details and trying to complete the process, I receive an error message stating, "Something went wrong. Please try again later." This has been happening for the past three days. Additionally, my birth date is incorrect. It should be September 8, [redacted]. My attempt is to update my address, city, province, and postal code along with my phone number. Since I do not own a cell phone, I leave that section blank. Sincerely, Gerald W., member #[redacted]99A

I am interested in learning about the internet connectivity aboard the Emerald for our upcoming two-week cruise. We encountered issues on a previous cruise that made it difficult to work from our cabin, so it is essential for us to ensure a fast and reliable connection this time. Despite reassurances from the call center, we had a different experience before. I even requested to speak with IT support but was informed that this was not possible. If you could assist in obtaining accurate information about the internet service on the Emerald, it would be greatly appreciated. Thank you for your help. - V. Mulholland

I am considering taking a cruise with my girlfriend, but there have been some issues with Princess C.L. that I would like to address with someone in Corporate. Firstly, my close friend of over 60 years passed away on your around-the-world cruise this year on your ship. Secondly, another friend of over 40 years who has been a loyal Princess C.L. customer for over 20 years is struggling to secure a restaurant reservation. He has been experiencing delays for over three weeks and even spent four hours on the phone yesterday (I was present for the last two hours) without a resolution. There seems to be an issue with dinner reservations being managed via an RFID chip system. As someone who values a proper dining experience, this situation worries me. I am seeking to escalate this matter to Corporate as I prefer direct solutions over prolonged customer service interactions. I have a background as an Administrative Assistant to the Vice President of Enrollment Services at a major university in the Bay Area, where I honed my problem-solving skills over 21 years. Sincerely, Ted M.