ComplaintsforPrincess Cruises

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife an I were on Voyage: A414A with Booking: 6C2X5W, a 14 day cruise to ******. Within 16 hours, the toilet didn't flush, so I called ** and two people come to our cabin to confirm. We went to dinner and came back to a flooded cabin with waste water, when being asked to move from a toxic cabin, the supervisor said "We don't have anything onboard the ship, you will need to disembark at the next port". I went down to ** again to speak to the officers in person, I didn't ask for nor did I want a cabin upgrade, I asked if there was ANY inside cabins, ANYWHERE onboard that we can move to that doesn't have sewage waste in the cabin. That's when two ** ******** ****** *********** looked in the computer and located cabin B212. When we went to look at the cabin, I noticed they nocked on the empty cabin's room door. I questioned them, why would you knock if there's nobody in the cabin, that's when they said, it's policy. Later, once in the cabin, while laying on the bed in my underwear, another officer in the hotel service just walked right into the cabin unannounced. He said, "I need to check if anyone is in the cabin, I was told this cabin was empty". If Princess has the best technology at sea and they know when we're in our cabins, why would an officer on staff just walk right in? I filed a complaint onboard and the ** Manager **** said, it's JUST a Privacy issue, NOT a Security issue, because I trust the staff I hired. If my wife was walking around our cabin naked and a man walks in unannounced, Is that ONLY a Privacy issue or is it a SECURITY issue? We feel violated and unsafe on the Grand Princess, the cabin conditions were not healthy at all. We were threatened to be thrown off the ship at the next port if we didn't agree to stay in the cabin with sewage water on the floor. Our suitcase, shoes and some clothes ruined. I've sent 5 emails, 8 phone calls, been hung up on twice and many hour on the phone and still there's no resolution.

  Business response

  06/15/2024

  June 14, 2024
  
  
  
  Better Business Bureau
  
  RE:   Grand Princess A414A May 8, 2024
           Booking 6C2X5W         *********************** and *******************
  
  Complaint Number: ********
  
  To Whom It May ********************* you for contacting our office regarding **************** and his above noted booking, which is the subject of your complaint #********. I appreciate the opportunity to respond at this time.
  
  We apologize to **************** and ************ for the issues they experienced onboard Grand Princess. Our guestshealth and safety is our priority. Princess Cruises has provided **************** and ************* with 100% of their cruise fare as future cruise credits in the amount of USD $1,298.48 per person. Princess is unfortunately unable to offer any further compensation for this matter.
  
  We appreciate the opportunity to address this matter.Until we may be of further service, we send our kind regards.
  
  
  Sincerely,
  
  
  
  *************************
  Specialist, Onboard Experience Support 

  Customer response

  06/15/2024

   
  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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked this 7 day Alaskan cruise for my family (20 of us) to celebrate my 75th birthday with ***************************** with Princess Cruises. I began making arrangements back in September 2023 working with Summer. We made the reservations for 8 rooms on September 27, 2023 with the deposit being made on September 28, 2023. We had several adjustments to the room since my four children wanted balcony rooms for themself and their spouse. All the inside cabins are for my grandchildren. All together I have spent over $40,000.00 on this cruise.There were a few requirements that I needed to have accomplished. The first being our party would be together in the same area of the ship since the grandchildren were not staying in the same room as their parents. The second requirement was that we would be seated in the same area in the dining room. I understood that we may have to have several tables to accomplish this request but ****** assured me that would not be a problem and would talk with the service advisor.That was the last I heard from Summer or anyone else at Princess. When I called three weeks ago, I was told ***************************** no longer worked for Princess. I assumed I would have been directed to another advisor to answer my questions. Needless to say, our dining was never done and we do not have access to one of the rooms my four grandchildren are staying in.It is now the 5th of June and I have been calling several times a week to get all of this resolved, and so far, I have not had any of my calls returned nor have these fairly simple requests been rectified. I am very frustrated that no one at Princess has had the courtesy to call or email me any updates. Please, please can someone check into this for me so I can continue getting ready for my trip.********************* ******************************** *******, GA ***** ************ (Home)************ (Cell)

  Business response

  06/11/2024

  A representative from ****** Services will be contacting ***************** directly to resolve this matter.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booking Number: BOOKING 7R2MDC I would like to file this letter as an official complaint.We booked a cruise on May 2nd and then received an email informing us that there was a system error, and we were not entitled to the Prestige Casino Cruise. In order to cancel the cruise, we needed to contact CS by Monday May 6th. On May 6th, I contacted CS and was told that there were a lot of people impacted by this error for Voyage 421. I was told that that there was a $100 penalty per person for cancelling the cruise. This seems like a bait and switch because I paid for something in full then a few days later the offer was withdrawn.I informed them that we wanted a full refund. I was told that they were going to withhold a total of $200 but we would be receiving a $400 OBC for another cruise. I just wanted a full refund and no **** I was told this was the only way they were handling the error. We should not be charged a penalty for an error that occurred on Princess behalf. Again, we wanted to go on this cruise but when all the Perks were taken away due to the error, we decided to cancel.As of todays date, 6/3/24, I have received a refund of $802. which is $200 less than I paid. I contacted CS again to let them know I still didnt have the **** I also asked about my FVV for $100.00 that I used as a payment on this cruise and was told this too would go back on my account.In addition to contacting CS I have files a formal complaint in writing to PC but have not heard back from ************************** ************ Thank You ************************* I have reached out to Princess again in writing few weeks ago and there has been no **************************** ************ Thank You *************************

  Business response

  06/04/2024

  As a gesture of goodwill, we have waived the cancellation fees.  The refund of US $100 will be processed to the guests' credit card.  The remaining $100 was issued back to the future cruise credits used for payment.

  Customer response

  06/04/2024

   
  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

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My family and I will be leaving this Saturday, Jume 8 on the Sun Princess. The process involved to get to this point has been filled with speaking with many incompetent people when calling 1-800-princess. It has been one upsetting phone call after another since we booked our trip months ago. I will detail some of the issues. Everyone in our party received our medallions a couple days ago except for my mom. When she called today to let someone know she has not received hers they told her someone made a mistake and forgot to mail it so she will now have to wait in line at the port to get hers. When my mom asked for a supervisor, she was told there is not one available. The person did not suggest that they could overnight it to her so she could receive it before she leaves this Monday, June 3th. So now our entire party has our medallions but not my mom. We all paid the $10 to have them shipped specifically to not have to wait in line at the port. Next, several weeks ago when we tried to make dinner reservations, we were told that the 8 people in our party would not be able to be seated together for dinner. We were told we could only book 2 table of 4. I have never heard of anything so ridiculous. We are on a family vacation and cannot sit together for dinner? I really could go on and on about problems we have had when calling into princess. We have been told we had to pay for shows onboard, that we could not buy the Plus Package for passengers 1 & 3 in a cabin-only for passengers 1 & 2, that our payment method was being blocked by our credit card company and that is why it couldn't be added. We have a total of 4 rooms and were told we could not link all of the people in our party. The list goes on and on and every issue required multiple calls before finding someone who actually could help us. I have literally spent hours and hours on phone calls with Princess trying to find one person who would actually help. I have never experienced such awful cust service.

  Business response

  06/05/2024

  A representative from ****** Services will be contacting ************************* directly to assist.

  Customer response

  06/09/2024

   
  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

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 26th I purchased a 7 day cruise for my *********** departing Ft. Lauderdale June 8th on Princess, Booking #7JGWHW. NOWHERE when purchasing or in the booking confirmation did it mention a rule about a pregnant passenger. We booked excursions; there are excursions that advise against pregnant women due to activity level, but NO warning about 24 weeks+ pregnant being an issue. 5/23 I was searching pregnancy & cruising. Articles came up about cruises don't allow you to cruise if 24 weeks + pregnant. I called Princess same day, I told the Rep. I would be 29 weeks. She stated that I needed to get a doctors note & email it to hagroup.com. I confirmed again what I read & she repeated to send a doctors note. It took time to get, but I submitted my doctors note on 5/28. It stated I am low risk & myself/baby are healthy/able to travel. Today 5/30 the medical group replied, "Unfortunately, the guest cannot travel. Entering the 24th week there are increased risks in pregnancies such as preterm labor and delivery. We do not have the medical equipment and staff available onboard to treat these types of emergency situations. This is not something we can make exceptions for even with a doctor's ******** I called Princess immediately 5/30 to get a refund. Customer relations told me I could only get a partial cash refund & the cancellation fee would have to be submitted to travel insurance. Travel Insurance Rep said they could only refund me the $456 as a future cruise credit as pregnancy isn't covered in cancellation. However I DID NOT choose/want to cancel. I was told "GUEST CANNOT TRAVEL" by a person who has never seen or evaluated me. I called Princess to relay what their coverage rep said & was sent to a rude escalation supervisor, *****. She told me this was my fault & only a future cruise credit is given for late cancellation. This was THEIR decision, NOT mine! At this point multiple people were rude to me & all I want is a FULL cash refund, NOT a cruise credit.

  Business response

  05/31/2024

  We apologize for the treatment ********************* received.  At this time, we have processed her full refund.  She can expect to see it on her statement in ***** business days.

  Princess wishes ********************* a healthy pregnancy and safe delivery.

  Customer response

  05/31/2024

   
  Complaint: 21780092
  
  If this is a full cash refund to original form of payment, I will be satisfied.  However, I would also like an email confirmation as proof in case for some reason the refund does not show up in ***** days on my statement.
  
  Sincerely,
  
  *******************************

  Business response

  06/05/2024

  On May 31, ************************************************ 9140.

  This written correspondence through the Better Business Bureau will suffice if there are any issues with the refund.

  Customer response

  06/05/2024

   
  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

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cruise on princess Majestic Cruise line for nine of my friends and myself. The trip was completely paid for by me in March 2024.. We plan to sail June 9, 2024 leaving from ******* **********. We decided as a group to purchase one of the excursions for June 13 to White **** scenic which cost each of us a total of $******. Everyone money was paid for the excursion in April. I paid my money April 11 and it was taken from my bank account April 12, 2024. I received a refund May 24 in the amount of one ****** Back into my bank account my confirmation number is SGY200C. I immediately contacted customer service of ********************** Majestic to find out what was going on. No one could tell me anything or explain anything to me. They did not understand and did not see any notes that the money was refunded back to me with no explanation. I asked for a supervisor to handle because I was told the only thing that they could give me was put me on a waitlist. This is not fair to me, as a customer, I do not majestic removing my reservation and placing someone else in my place I spoke with the supervisor and told me she could see where the trip was paid for and a month later if the money was refunded back to me, but she could not explain to me what happened. She asked me to give her until memorial day, which is Monday, May 25 to come to a resolution , because I explain to my group of nine ladies they are still on the white path scenic railway. I am the only one that money was refunded back to them. This is the worst that I have ever had this problem with. I am not pleased with this at all and the sad thing about it has not even left to sell with them so if Im having this type of problem, it has not left to sell. What am I in for for seven days , this needs to be handled better than what it is and I need to be given my excursion which I have paid for. I am not pleased with this cruise line at all. This needs to be taken care of ASAP.

  Business response

  05/30/2024

  Please be advised, a representative from our ************************** will be contacting **************** directly to resolve this matter.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My son, his wife and I were lookiing to take a cruise to ******. I was contacted by Princess Cruises agent ******************* on 21 May who made there bookings. We need two cabins and the one for me needed to be an accessible room. He assured me that I would get the accessible room I needed and if there is anything I would get a full refund but the booking is for an inside standard room. I have been trying for two days for him the get back to me and my emails have been ignored. He did call back on May 22 to give me the information on where I could get a scooter but I have not heard from him.

  Business response

  06/06/2024

  ******************** concerns were addressed via telephone on May 25th.  ******************** current stateroom is wheelchair accessible. 

  Customer response

  06/06/2024

   
  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

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am owed $479 for a change in airline ticket by Princess Cruises that was booked wrong and I had to rebook on my own when I was debarking in *********. The flight they charged me for was for March 5, 2024 at 2:15am. My ship docked at 6am, not making it possible to take the flight. I had to book the flight when I went to the airport, this was extremely frustrating. My Booking # with princess was 5P4R6L. I have been attempting to get back my money since since March and told it takes ***** business days, I have called as many as 10 times and told the same thing. I have been also told all the previous agents never submitted documentation. I keep getting the run around and have not gotten reimbursed.

  Business response

  05/30/2024

  
  May 30, 2024
  
  
  
  Better Business Bureau
  
  RE:   Diamond Princess - M405N - February 20, 2024
           Booking 5P4R6L           *********************
  
  To Whom It May ********************* you for contacting our office regarding **************** and his above noted booking, which is the subject of your complaint # ********.
  
  We were concerned to note Mr. ******* comments regarding his requested refund.  Our records confirm,he has an open credit card dispute for this amount.  Based on this information we will no be able to further investigate and **************** will need to further review with his credit card company.
  
  We appreciate the opportunity to address this matter.  Until we may be of further service, we send our kind regards. 
  
  Sincerely,
  
  
  
  ***************************
  Onboard Experience Lead Agent
  
  
  
  
  

  Customer response

  06/03/2024

   
  Complaint: 21746965
  
  I am rejecting this response because:

  The credit card opened the complaint until Princess pays back the money they stated they would, it is about to be closed because princess has not paid the money back. This amount is for an unused ticket that was purchased by princess on my and my wife's behalf on the wrong date. It was charged to me on 1/7/2024. I have spoken to 15 different agents at princess all stating that the "refund was declined." All the agents stated "they had to redue the paperwork to get the money sent to me and wait ***** days.  Princess made a mistake on the plane ticket that I had to get changed on my own. They need to refund the change ticket cost that they stated they would. IT IS NOT for the cruise or anything to do with the cruise. It is for EZ air through princess cruises for my flight home on March 5, 2024.
  
  Sincerely,
  
  *********************

  Business response

  06/05/2024

  Princess Cruises is not able to assist **************** while there is an open credit card dispute.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  How long does it take to get a refund? My travel agent added 2 hotel rooms and transportation from airport to hotel weeks ago and I still did not get a refund in my credit card account. Nothing should take this long to refund as one of the rooms was canceled the same day it was booked. You have no problem taking the money right away and it should not take 15 times the wait times (minimum) to get the money back. Please refund the money for the hotel rooms as the rooms were canceled. There should be 5 transports from airport to ship and 11 transports from ship to airport which was paid. The hotel rooms cost about ***** dollars. Booking 5Q2GVX and GWH

  Business response

  05/23/2024

  
  May 23, 2024
  
  
  
  Better Business Bureau
  
  RE:   Majestic Princess - 8424 - July 28, 2024
           Booking 5Q2GVX         *********************
  
  To Whom It May ********************* you for contacting our office regarding ********** and his above noted booking, which is the subject of your complaint # ********. I appreciate the opportunity to respond at this time.
  
  We have noted ************ request to process his refund.  Please be advised, on May 23, 2024, the refund was processed to the original form of payment.  Please allow ***** business days for ********** to see the credit on his credit card statement.
  
  Additionally, in the future ********** must contact his travel advisor regarding any financial inquires he has.
  
  We appreciate the opportunity to address this matter.Until we may be of further service, we send our kind regards.
  
  Sincerely,
  
  
  
  ***************************
  Onboard Experience Lead Agent
  
  
  
  
  

  Customer response

  05/23/2024

   
  Complaint: 21744575
  
  I am rejecting this response because:

  The issue is that I've been waiting that long already. Now I have to wait another 2 weeks? A month now?!?! 

  
  Sincerely,
  
  *********************

  Business response

  05/31/2024

  
  May 31, 2024
  
  
  
  Better Business Bureau
  
  RE:   Majestic Princess - 8424 - July 28, 2024
           Booking 5Q2GVX         *********************
  
  To Whom It May ********************* you for contacting our office regarding ********** and his above noted booking, which is the subject of your complaint # ********. I appreciate the opportunity to respond at this time.
  
  As stated in our previous response, on May 23, 2024, the refund was processed to the original form of payment.  The processing time is dependent on ************ financial institution.
  
  Princess has no authority over the time frame it takes for the refund to be listed on ************ monthly statement.
  
  We appreciate the opportunity to address this matter.Until we may be of further service, we send our kind regards.
  
  Sincerely,
  
  
  
  ***************************
  Onboard Experience Lead Agent
  
  
  
  
  

  Customer response

  06/05/2024

   
  Complaint: 21744575
  
  I am rejecting this response because:
  

  I called and reversed the transaction on May 10th and for you to process it on the 23rd is an extreme inconvenience to your disastrous return policy. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Multiple complaints.1. My credit card was charged $100. for a Future Cruise l booked while onboard. I cancelled the booking less than 4 hrs later. ** call centre said to expect a cheque in the mail over the coming days. Has not arrived yet. Booking #7JDT9G made April 26,2024.2. At end of cruise my folio showed a $124.02 refundable credit. Received a summary of onboard charges in email after return, the bottom line shows the $124.02 as a charge with the description as Referred to Corporate Finance. I was expecting that refund. When contacting call center l was told he was initiating a call response from Corporate which l could expect in 5 days. Have not received that call yet. That conversation to the call center was *** 11,2024.3. Cruise was booked through Princess Cruises which included a plane fare and a Vacation Protection package. I found out after visiting the doctor on the ship that l was not eligible for medical coverage because l live in **, ******. On the ** website there is 1 page that says residents of ** are not eligible, yet on another page it does not mention residents of **. I have photo evidence. But my big beef was why was l sold the plan by the ** staff in the first place as they should have known my address and where l live. The plan cost $426. I had the onboard staff trying to rectify the problem with onshore staff for over 2 weeks but they got no reply from onshore staff for the remainder of the trip. I think l am entitled to have that money returned as it was sold to me when my address details would have shown ** that l was not eligible. It had an adverse effect on my cruise in that l decided to not take any excursions during the sail for fear of an accident. My booking reference was 5TMLHG, l sailed from ******, ********* to *********, ** from Apr 10-*** 9/2024. Happy to forward the documentation l have collected to support the above claims.Thanks.

  Business response

  05/22/2024

  
  May 22, 2024
  
  
  
  Better Business Bureau
  
  RE:   Majestic Princess - 8411N - April 10, 2024
           Booking 5TMLHG            *********************************
  
  To Whom It May ********************* you for contacting our office regarding ************** and his above noted booking, which is the subject of your complaint # ********. 
  
  We were concerned to note **************** comments regarding his expected refunds.  Please be advised, the refund of US $124.02 was processed via check and will be delivered to his address on file.
  
  We have also processed the refund for the future cruise deposit purchased.  This refund will be issued to the original credit card used for purchase.
  
  ************** is not eligible for a refund of Princess Vacation Protection as he was eligible for the full benefits of the program.
  
  We appreciate the opportunity to address this matter.  Until we may be of further service, we send our kind regards. 
  
  Sincerely,
  
  
  
  ***************************
  Onboard Experience Lead Agent
  
  
  
  
  

  Customer response

  05/22/2024

   
  Complaint: 21739262
  
  I am rejecting this response because:
  I have not heard anything from Princess Cruises regarding my complaints.
  Sincerely,
  
  *********************************

  Business response

  06/04/2024

  Our original response properly addresses all of ****************** concerns.  All of his requested refunds have been issued.

  Customer response

  06/04/2024

   
  Complaint: 21739262
  
  I am rejecting this response because: I want to wait to see if in fact the refund cheque they say they have forwarded to me arrives. I also ask that you forward the following response on my behalf as l seem to be unable to talk to anyone from corporate in a direct manner. Thank you BBB for your assistance in this regard.

  To Princess Cruises. My one remaining question that you have failed to help me understand is why did you sell me the Vacation Package when your website says residents of ** are ineligible? Your response to BBB is that l was fully covered under your Vacation Protection package. But your website says the opposite. Because of your response to BBB l have now lodged a claim and will wait and see which of PC response is correct. Coverage or not! You also state that a cheque for $124 US has been drawn up and sent to my address on file so l will wait to see if and when that arrives. Just to confirm, my address is on ***************. You certainly have my phone number because l have received at least 2 phone calls recently from PC representatives trying to sell me a future cruise! I appreciate you may have many complaints to sort through but l would have found this process much more user friendly if someone from corporate made direct contact with me. Instead the only response from corporate that l have noted is that via BBB. One of PC call-centre workers had said they had initiated a call back from corporate to me after l lodged my complaint with the call-centre but that process did not work because l have never to this day received any sort of correspondence from PC corporate. Well, l await this so called refund cheque in the mail but am not ****** optimistic it will appear. 

  
  
  Sincerely,
  
  *********************************

  Business response

  06/05/2024

  ************** needs to provide his address, as the address we have noted is not on the street mentioned in his response.

  Additionally, the only correspondences received from ************** were from the Better Business Bureau, which is the reason why the responses are through this website. 

  Customer response

  06/05/2024

   
  Complaint: 21739262
  
  I am rejecting this response because:

  Correspondence is through BBB because when l call PC call center they say they cant help me and that they will get corporate to call me. I am still waiting for corporate to contact me. PC has my phone number on file and email address so why are you not contacting me then and choosing to go through BBB instead. I am available for comment but PC corporate are uncontactable for the consumer. Well at least that has been my experience. Here is my phone number then PC corporate and lets see how you choose to correspond with me. **************. Email:********************. I would have much rather dealt with PC directly than go through BBB. So l await your contact yet again PC corporate!
  I moved recently but do have mail forwarding in place. My new address is ****************************************************************************. BC V7J 0E1.

  As l stated previously l have received at least 2 phone calls from PC Future cruises office over the past 2 weeks so l dont understand how PC corporate can say they cannot contact me. 
  
  Sincerely,
  
  *********************************

*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. ↩