Business Profile

Cruises

Princess Cruises

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Complaints

This profile includes complaints for Princess Cruises's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

737 total complaints in the last 3 years.
194 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/29/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my frustration and disappointment regarding the significant delay in receiving my refund cheque for Booking #******, which has now been pending for four months.While onboard, I proactively updated my address to ensure that my apartment number was correctly included and confirmed this update with two separate representatives. Despite this, when I reached out via web chat on March 31st to inquire about the status of the cheque, I was informed that the original cheque was sent in Jan 20th without the apartment number and a new one would be issued.Unfortunately, another month has passed, and I have still not received the replacement cheque. I followed up again on April 24th and 25th via web chat. The first representative directed me to contact Bottom Line at 877-443-6944only for me to discover that they do not handle customer inquiries. The second representative informed me the issue would be escalated, but I was not provided with any clear resolution timeline or tracking method for the cheque.This has caused unnecessary stress, wasted time, and considerable inconvenience. I kindly request that:My refund cheque be reissued and sent via a trackable method such as *** or ***** to ensure safe delivery.I receive compensation for the prolonged delay and poor handling of this matterwhether in the form of a discount coupon or credit towards a future cruise.I have been a loyal customer and hope this issue can be resolved promptly and professionally. Thank you!
Business Response
Date: 04/29/2025
April 29, 2025

Better Business Bureau
RE: Enchanted Princess N501 December 30, 2024

Dong **** *****
Booking: 8J6D2X

To Whom It May Concern,

Thank you for contacting our office regarding the above noted booking, which is the subject of your complaint # ********, registered with the Better Business Bureau.

We are sorry to hear about the issues surround your FOLIO refund from your December 2024 cruise onboard Enchanted Princess. Based on the information provided, I can confirm that the check was refunded to Princess Cruises due to a missing unit #.

Based on this information provided, we will have a team member reach out to you within the next 1-2 business days to further assist in resolving this matter.

Sincerely,

******* *******.
Onboard Experience Support
Customer Answer
Date: 04/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Dong **** *****
Initial Complaint
Date:04/20/2025
Type:Facilities Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
see Attached document
Business Response
Date: 04/23/2025
April 22, 2025

Better Business Bureau
RE: Coral Princess 6504 February 5, 2025

******** & ****** ********
Booking: 7RHPWM

To Whom It May Concern,

Thank you for contacting our office regarding the above noted booking, which is the subject of your complaint # ********, registered with the Better Business Bureau.

Please be advised your complaint details advise of an attached document to refer to. However, there are no documents attached or accessible. According to our records, your most recent concerns were addressed in March 2025 as an Onboard Experience Support Specialist contacted you and provided you with a Future Cruise Credit due to your poor experience onboard.
We do take your feedback very seriously with our onboard teammates of which it has been handled internally for coaching and training.

Based on this information provided, it appears you are requesting a refund/additional compensation. However, we have already addressed your concerns and no additional compensation will be provided as a result of this matter.

Sincerely,

******* *******.
Onboard Experience Support
Initial Complaint
Date:04/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased cruise package from Princess Cruises including air and land package. Ordered medallions January 29 for an April cruise. Items never arrived. Purchased air package from ***** to ***** and reserved seats 17 A and 17C (together). When I printed the tickets we were given 17D and 18A from *** to *****, an 11 hour flight. No help whatsoever from Princess after two hours on phone with them and ***** Airlines. My wife has phobia issues flying to begin with and she was seated very far from me. This ruined the entire trip as she was in tears the whole flight. Princess blew us off even though their computer still showed us sitting together. Unacceptable!!
Business Response
Date: 04/23/2025

April 22, 2025

Better Business Bureau
RE: Diamond Princess M510 April 5, 2025

******* & ***** ********
Booking: 7P7M5G

To Whom It May Concern,

Thank you for contacting our office regarding the above noted booking, which is the subject of your complaint # ********, registered with the Better Business Bureau.

We are sorry to hear that you had issues with seating arrangments for your flights with Japan Airlines prior to boarding Diamond Princess & for not receiving your medallions. Based on the information provided, I can confirm as per the terms & conditions of Princess Ezair we do not guarantee or control seating assignments. We can submit a request on our website but it is at the airlines discretion to confirm the seats. According to the notes on your booking it appears you were advised to contact Japan Airlines directly to request/confirm your seats.

As a result, we must respectfully decline your request for compenstion and kindly refer you to contact Japan Airlines for further assistance.

Sincerely,

******* *******.
Onboard Experience Support
Customer Answer
Date: 04/24/2025

Complaint: 23223706

I am rejecting this response because: I purchased air through your company and was given seats together until the last 24 hours, at which point our seats were given away and we sat apart for almost eleven hours. I am asking for fair compensation for our nightmare flight and ask that Princess EZ air stand behind its service. I dont wish to use social media for a negative review but will do so if you completely ignore a Platinum customer who as a couple spent well over $24000 ( including overpriced excursions) on this trip!

Sincerely,

******* ********
Business Response
Date: 04/24/2025
Good Day, Dr. ***************** am sorry to hear you remain disappointed with the information provided as our previous correspondence does address your concerns. As mentioned and stated in the terms & conditions of Princess EZair we do not guarantee seating assignments as this is at the discretion of the airline directly. Any additional communication or assistance will need to go through ***** Airlines.

Please note there will be no further review on this matter or compensation provided.

Thank you for choosing Princess Cruises!

******* *******

Onboard Experience Support
Customer Answer
Date: 04/25/2025

Complaint: 23223706

I am rejecting this response because: I knew your company would do nothing for us. You are a shell of the once proud Princess Cruises and now, being owned by a conglomerate, your standards and customer service is severely lacking. I wont bother you anymore but I will write the truth in social media.

Sincerely,

******* ********
Initial Complaint
Date:04/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a cruise on Princess cruises and paid for it. I recently received a notice for the cruise, I already paid for, that I owe them $18.00. I called them to find out why. I was told they did not charge me the right amount. I have no issue paying them, however they wanted me to do their job in putting my credit card information into their pay portal. I spoke with a "supervisor". They threatened me with cancellation of the cruise and then got very rude with me over the phone when I told them I didn't know how to do their job. I was then treated extremely rudely and hung up on.
Business Response
Date: 04/22/2025
April 22, 2025

Better Business Bureau
RE: Ruby Princess R516 June 25, 2025

******* *******
Booking: 8WGL4H
To Whom It May Concern,

Thank you for contacting our office regarding the above noted booking, which is the subject of your complaint # ********, registered with the Better Business Bureau.

We are sorry to hear that you had a negative experience with our call center team of which you had a balance due that was not fully explained to you.

Based on this information provided, we will have a team member reach out to you for further assistance within the next 5-7 business days.

Sincerely,

******* *******.
Onboard Experience Support
Initial Complaint
Date:04/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I canceled a cruise that was in February 2026. I have been told 3 times on 3-11-2025, 3/12/2025 and 3/31/2025 that the money would be refunded to my credit card. Chat Transripts *********, ********* and *********. I see a future cruise deposit on our account but that is not what I wanted. I wanted the credit back to our credit cards.
Business Response
Date: 04/07/2025
April 7, 2025

Better Business Bureau
RE: Majestic Princess 8607 February 14, 2026

***** & ******* *********
Booking: 7QWQDX

To Whom It May Concern,

Thank you for contacting our office regarding the above noted booking, which is the subject of your complaint # ********, registered with the Better Business Bureau.

We are sorry to hear that you canceled your cruise onboard Majestic Princess. Based on the information provided, I can confirm you applied x2 Future Cruise Deposits to your canceled cruise of which they were requested to be canceled and not refunded.
Based on this information provided, we will have a team member reach out to you within the next 5-7 business days.

Sincerely,

******* *******.
Onboard Experience Support
Customer Answer
Date: 04/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** And ******* *********
Initial Complaint
Date:04/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
March 8, 2025 me and my two children had booked a cruise to theCaribbean, leaving out of ***** I had been making payments on the cruise for almost a year in order for us to go. it was our first cruise and we were excited. After flying to ***** from ****** our nightmare ****** was never sent information in regards to our transfers the day of the cruise on the way to the airport I contacted Princess **** customer service and ask them what the procedure was to meet our transfer This was at 12:45. We were told to go to baggage claim at the airport and we would meet our transfer there We went to baggage claim and ask about meeting our transfer and we were directed to zone four so after waiting quite a while I startedgetting worried both me and my cousin were on the phone with Princess customer and literally for over an hour. They were telling us to hold and wait, not to worry that we would not miss our cruise, but never were given information about our transfer. Come find out we had already missed our transfer at 10 AM so instead of Princess cruises customer service telling us the very first timethat we contacted them for help at 12:45 that we had missed our transfer and to figure out how to get to the ship ourselves so that did not miss it. They continued to put us on hold Until it was too late to get to the cruise ship before it left then we were told they were emailing the ship so that we would not miss the cruise and they would not leave without us just to pay almost $300 to a lift driver to get to the dock just in time tosee the boat sailing away without ***** yes, we accept responsibility for missing our early morning transfer but at the time we contacted Princess cruises for help we still had plenty of timeto make it to the cruise ship I feel like they really dropped the ball when we reached out for help we have not received anything back from them not even a response and all we want is a vacation and for them to accept your responsibility aswell
Business Response
Date: 04/07/2025
April 7, 2025

Better Business Bureau
RE: Regal Princess G511 March 9, 2025
********* *******
Booking: 7QXN5J
To Whom It May Concern,

Thank you for contacting our office regarding the above noted booking, which is the subject of your complaint # ********, registered with the Better Business Bureau.

We are sorry to hear that you failed to embark aboard Regal Princess from *********, TX. I can confirm that you did recieve a refund for shore excursions, special service items & taxes, fees & port expenses.

Based on this information provided, we will have a team member reach out to you for further assistance within the next 5-7 business days.

Sincerely,

******* *******.
Onboard Experience Support
Customer Answer
Date: 04/08/2025

Complaint: 23154519

I am rejecting this response because:
I greatly appreciate the quick response to my complaint. I am also very happy to hear that I was refunded The taxes, excursions, and fees, however I still feel that customer service dropped the ball when we reached out for help in regards to getting to the ship we wouldve still made our cruise if given the proper information when we called asking for help in addition, there were several other things that I feel we were not handle correctly that I would like addressed, we very much so would still love to take a vacation and hopefully enjoy a cruise with princess cruises but for me and my family this was a big deal for us financially and definitely not something that we are able to do again or all the time so with my children being so disappointed of the whole outcome. Im hoping that weekend come to a resolution where we can still enjoy a vacation with your cruise line that we have so look forward to for the last year. I look forward to hearing from you and were hoping that this huge disappointment can be turned around into a happily ever after when choosing a cruise line you came highly recommended from our family member who cruises with you often, and I am confident that we will experience the same customer satisfaction as our family has cruising with you in the past thank you for your time and I look forward to hearing from you

Sincerely,

********* *******
Business Response
Date: 04/08/2025
Good Day, *** *******
Thank you for reaching out to us. According to our records an Onboard Experience Support Specialist has already reached out from our post-cruise team via phone/email to further assist in resolving your concerns.
Until then, you have my kind regards!

******* *******
Onboard Experience Support
Initial Complaint
Date:03/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid 500 towards my account balance. It has not pored into my account. Have called multiple times with Princess verifying that my gift card was redeemed and their third party gift card company verifying that it was redeemed but not applied to my account. They told me to wait a week and it will be sorted out. Called a week later and they have continuously ignored me and my request for help with me having to call back multiple times. They took 500 dollars from me and will not account for it. I have receipts for my gift card purchase too.
Business Response
Date: 03/28/2025
A representative from the ************************* will contact Ms. ***** directly in attempt to resolve this matter.
Initial Complaint
Date:03/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I booked a cruise on Jan 14, I was told I can do price match if the price drop down. I also asked for their get 3&4 guest free after I booked. I was told, my cruise date doesn't have the promo, once I see webpage the promo is applied to my cruise date, I can call to get 3&4th guest free. I was also told, even some promo is for new book only, they easily cancel and rebook to get me the promo. Today, I see the promo of "reduce 200 and 3&4 guest free" is applied to my cruise date. However, when I call, I was told, they cannot apply the promo to my cruise, and the promo is for new customer only. I asked if they can cancel and rebook for me as they promised. I was told they need to work on that. After put me on hold for 35 min, they hang out the call. No call come back, and they price is the same. I was asked to talk to the supervisor during the call, but was told, no. This is not the first time I've been hang up the call by princess customer service.
Business Response
Date: 03/28/2025
A representative from the ************************* will contact Ms. *** directly in attempt to resolve this matter.
Customer Answer
Date: 03/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** ***
Initial Complaint
Date:03/21/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im filing this complaint because Princess Cruises has failed me during a critical time in my life. Im terminally ill and this vacation may be my last chance to create memories with my family. Despite my clear requests, their service has been disappointing.When *** tried to get help, agents are dismissive and unresponsive. Ive missed out on deals, like a Hawaii cruise with a free upgrade, because of their lack of follow-through. This has been incredibly disheartening, as time is not something I can afford to ******** frequent cruisers with Carnival (their sister cruise line), weve never had these issues finding a cruise. Weve been on many Mexico cruises but it shouldnt be this difficult to book a different destination out of **********. Ive repeatedly asked for round-trip to many destinations, including the 32-day ****** itinerary but Ive been given limited options, none with ADA ******* I need an accessible room or at least one that fits my wheelchair within the size limits stated in the rules. These needs are ignored and Ive had to do most of the searching myself. I couldnt possibly find the deals your pros can find!This isnt just a vacation, its my last opportunity to spend meaningful time with my loved ones before a long hospital stay. I expect better from Princess Cruises. Why cant they assign a dedicated agent, provide suitable options within enough time (before selling out), and show they care? If they cant, how can we be their customers?Not for anything, its just worth mentioning that we planned to film the entire experience to show people that you can still have great time, even being disabled or ill. They shouldnt let it stop them! Because we love Princess Cruises style, we wanted them to be part of that story and we still do.Please only contact me through email at this time, Im having difficulty speaking on the phone. Thank you for helping resolve this.
Business Response
Date: 03/24/2025
We regret to learn of Ms. ********** disappointing experience. At this time, we have requested for a Cruise Vacation Planner to be assigned to Ms. ******** to further assist.
Customer Answer
Date: 03/24/2025

Complaint: ********

Please contact me by email as Im unable to exert my voice. Thank you.

Sincerely,

****** ********
Business Response
Date: 03/25/2025
As Ms. ********** request for contact via email was noted in her original correspondnce, that information was relayed to our Cruise Vacation Planning Department.
Customer Answer
Date: 03/25/2025

Better Business Bureau:

I have been assigned an extremely lovely person to help us throughout this process and I believe now we wont miss anything else.
Thank you and spread the word! Princess cruises cares!

Sincerely,

****** ********
Initial Complaint
Date:03/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Against Princess Cruises I am filing a complaint against Princess Cruises due to their negligence, failure to address multiple service requests, and refusal to take responsibility for the loss of my 13-year-old twins hard-earned money ($440).During our cruise, our cabin safe was not working properly. We requested multiple times for it to be fixed, but it was never repaired. Since we had to leave for dinner before I could report the issue again, I temporarily placed the f**** pack underneath a blanket for security until I could deal with the safe later. When we returned, the f**** pack was gone.I was told our room ******* "inadvertently" took the blanket to the ships laundry, yet after their so-called search, the f**** pack was never found. Also, if this was a mistake, why was she not allowed in our room by herself the remainder of the time?Instead of acknowledging their negligence, they:Falsely claimed I had "wrapped" the f**** pack in the blanket (I did NOTit was placed underneath).Contradicted themselves by insisting the safe had no issues while also admitting they had to replace the battery because it was low. (This took place after our cruise ended.)Refused any compensation, hiding behind policy instead of taking accountability.A f**** pack with $440 does not just vanish. Their failure to ensure the ******* handled guests' belongings responsibly resulted in my childrens money being lost.Despite my attempts to resolve this fairly, Princess Cruises has ignored my concerns and possibly blocked further communication. This is clear negligence, and I request a full refund of the stolen amount.I ask for your agency's help in this matter. They should not be able to dismiss serious issues like this while advertising themselves as a luxury cruise line.Thank you for your time.Sincerely, ******* ******
Business Response
Date: 03/18/2025
As Mrs. ****** was previously advised, this matter will be addressed by our *************************** Mrs. ******** request has been forwarded to them for urgent review. Should she have any additional questions/concerns please contact them directly at ***************************************
Customer Answer
Date: 03/18/2025

Complaint: 23058828

I am rejecting this response because: my complaint has already been handled by the *********************************** The representative has stopped responding to me and I suspect I have either been ignored or blocked. Simply forwarding my complaint back to them does not resolve the issue, as I have already exhausted that avenue without success. I am requesting further escalation to a higher authority within Princess Cruises who can properly address my concerns rather than deflecting them back to an unresponsive department.

Sincerely,

******* ******
Business Response
Date: 03/18/2025
We regret Mrs. ****** remains dissatisfied, however Property Claims is the only department that is able review and resolve this matter.
Customer Answer
Date: 03/19/2025

Complaint: 23058828

I am rejecting this because

I reject this response because I do not accept that the ************************** is the only department capable of reviewing and resolving this matter. I have already attempted to work with them, only to be ignored, and my emails are no longer getting through.
As someone with nine years of experience in the travel industry, I know firsthand that this claim is simply not true. I worked as a reservations consultantnot a manager, not an executiveand even in that position, I was able to resolve issues like this. If I had the ability to get these kinds of problems handled, there is absolutely no reason why Princess Cruises cannot escalate this to someone who will actually take responsibility and do the right thing.
It is baffling that Princess Cruises would rather lose customer trust, damage their reputation, and forfeit potential future revenue over a mere $440 rather than simply making this right. Their refusal to escalate this issue to someone with real decision-making power speaks volumes about their prioritiesand their total disregard for their customers

Sincerely,

******* ******
Business Response
Date: 03/20/2025
We regret Mrs. ****** remains dissatisfied, however we do believe this matter has been properly addressed by our Property Claims Department. ************** was advised, her f**** pack was not recovered. As outlined in the Passage Contract under which Mrs. ****** sailed, cash is specifically excluded from coverage.Unfortunately, we are unable to offer compensation in this instance. We appreciate your understanding.

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Princess Cruises is NOT a BBB Accredited Business.