ComplaintsforPrincess Cruises

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/24/24, we purchased a future cruise package on board a Princess cruise. We paid $1500.00 down payment and were to pay installments for a total of $7500.00. The company was to contact us when we returned home and provide a user name and password to access information for resorts that were included in this package and explain all the details, but we were never contacted . I found many complaints from consumers of similar problems and I tried to get information of how we were to use this package. I finally called after being locked out of the website and not getting any help and canceled our membership. I was told that they had a 7 day cancelation policy, and not sure if I was going to be able to cancel. The company never contacted me during that time nor was I able to access the website to make a decision in that time frame. We just want to cancel our membership for this package and have our credit card chargers reversed.

  Business response

  06/24/2024

  
  June 24, 2024
  
  
  
  Better Business Bureau
  
  RE:   Caribbean Princess B513 - March 23, 2025
           Booking 7KMHVT       **** and *****************
  
  To Whom It May ********************* you for contacting our office regarding ************ and his above noted booking, which is the subject of your complaint #******.
  
  We have noted Mr. ***** request to cancel his Princess Packages Promotion.  Please be advised that, ************ is not able to cancel the package as he applied the future cruise credits he received to a future booking.
  
  Additionally, at the time of purchase it is noted that the credits are non-refundable. 
  
  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

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 7-day Alaskan cruise for 2 adults on 2/29/2024 Booking ID: ****** Total paid for cruise was $2,359.32 Nature of dispute is that due to airport delays/flight issues on June 1st, we missed our cruise boarding. Princess advised us that if we could get to the next cruise **************, ******, we could board our cruise ship there, thereby missing just 2 of the 7 days of cruise. We agreed and bought tickets to ******, had approval from Princess to board the ship on Monday June 3rd in ******, until Princess called us back that day to inform us the ship had to be diverted to a different city due to a medical emergency on the ship, that the ship was no longer coming to ******, and that my husband I were now no longer allowed to board the ship. We essentially were left stranded in ******, and subsequently incurred extra costs in airfare and 3 nights of hotel/motel totaling $2,178.31, in addition to the total loss of cruise fare, with the exception of $663.32 that Princess refunded us for the taxes, *********** expenses.Requesting refund for 5 days (prorated) of cruise $1,211.43 Requesting reimbursement for cost of extra expenses in airfare and motel $2,178.31 I attached letter and all applicable receipts that I sent to Princess Cruises on 6/5/24

  Business response

  06/10/2024

  
  June 10, 2024
  
  
  
  Better Business Bureau
  
  RE:   Discovery Princess - X423 - June 1, 2024
           Booking 6QWV3V        ***********************
  
  To Whom It May ********************* you for contacting our office regarding ************** and her above noted booking, which is the subject of your complaint # ********. I appreciate the opportunity to respond at this time.
  
  We were sorry to learn of the circumstances that caused ************** to cancel her sailing. ************** is not entitled to any refunds from Princess Cruises.  As ************** stated this was caused by an airline delay, we kindly suggest she contact the airline or her independent travel insurance for any refunds or compensation.
  
  We appreciate the opportunity to address this matter.
  
  Sincerely,
  
  
  
  ***************************
  Onboard Experience Lead Agent
  
  
  
  
  

  Customer response

  06/12/2024

   
  Complaint: 21819113
  
  I am rejecting this response because:
  

  First of all, we never cancelled our cruise and we never agreed to a cancellation. Secondly, the issue we have with Princess Cruises is not the matter of our missed flight, as I have already stated. Right after we just missed our boarding of the cruise ship in *******, my husband called Princess and asked what our options were. Princess Cruises gave us the option of boarding the ship in ******, ****** contingent upon our ability to get ourselves there before Monday June 3rd. We did that. The only reason we went to ****** was per the advising of Princess Cruises that we would be able to board the ship and have the remaining 5 days of our cruise. Princess did not make good on that, which directly caused us to incur further expense. It seems awfully convenient for Princess Cruises to try and assert the position after-the-fact that we simply missed our flight and our boarding in *******, therefore we forfeit our cruise. BUT, that is not the position they took on June 1st, June 2nd, or even the morning of June 3rd when we spoke with them. THEY suggested we get to ******, they asked for all our flight and hotel info leading up to our boarding that was supposed to take place in ******, they were completely on board with this plan, until they weren't. And this is just unacceptable for them to not be held accountable to their customers in this way.

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

  Business response

  06/25/2024

  
  June 25, 2024
  
  
  
  Better Business Bureau
  
  RE:   Discovery Princess - X423 - June 1, 2024
           Booking 6QWV3V        ***********************
  
  To Whom It May ********************* you for contacting our office regarding ************** and her above noted booking, which is the subject of your complaint # ********. I appreciate the opportunity to respond at this time.
  
  As state in our previous correspondence, ************** is not entitled to any refunds from Princess Cruises. *************** was not able to embark in ****** as we missed the port due to a medical emergency.
  
  As stated in the passage contract, "Carrier may, for any reason, without prior notice, cancel the cruise; deviate from the scheduled ports of call, route and timetable; call or omit to call at any port or place or cancel or modify any activity on or off the vessel; comply with all governmental laws and orders given by governmental authorities; render assistance to preserve life and property; or change the date or time of sailing or arrival,change the port of embarkation or disembarkation, shorten the Cruise or substitute vessels, aircraft or other transportation or lodging. Accordingly,You should not make any important arrangements or meetings based on the scheduled Cruise, which may change without liability to Carrier. Furthermore,the Captain of the vessel as well as the operator of any other means of transportation may, in his/her sole discretion, take any action deemed necessary for the safety, security, comfort, or well-being of any person or to prevent damage to or loss of the vessel. You shall have no claim against Carrier, and Carrier shall not be liable for damages or a refund of the Cruise Fare, any portion thereof, or other payment, compensation or credit of any kind; nor for hotel or meal charges,travel expenses or other loss, delay, inconvenience, disappointment or expense whatsoever, which shall be the Guest's responsibility, whenever the cancellation or change was otherwise beyond Carrier's exclusive control.
  
  We appreciate the opportunity to address this matter.
  
  Sincerely,
  
  
  
  ***************************
  Onboard Experience Lead Agent
  
  
  
  
  

  Customer response

  06/27/2024

   
  Complaint: 21819113
  
  I am rejecting this response because:

  I understand the terms of this passage contract offer the cruise line flexibility for an array of circumstances, most of which involve scenarios where passengers have already embarked on the trip. I highly doubt cancelling an entire cruise on thousands of passengers without offering any sort of compensation, refund, or future cruise credit would go over too well; Im sure there would be a huge lawsuit in that kind of scenario.

  
  Ours was a unique circumstance that involved us never boarding the ship despite all our efforts and extra expenses incurred, and the main point is that it involved the suggestion INITIATED AND GIVEN BY PRINCESS CRUISES that my husband and I get to ******, ****** to board the ship there. It is because Princess Cruises gave us that advice, which we followed, that there should be some accountability. Just as Princess Cruises had no control over the unplanned medical emergency on the ship, neither did we. But we fulfilled our part of the agreement and arrangements that had been made with Princess Cruises for us to get to ******. Princess Cruises sadly did not, and now is failing to give any sort of compensation for their inability/unwillingness to let us board our cruise.

  
  It is not unreasonable our asking for a prorated refund of the latter 5 days of the cruise that we were supposed to have gotten based on said agreement and arrangements made with Princess, notwithstanding that there were thousands of dollars in extra expenditures we incurred as a direct result.To our dismay, Princess has not so much as even offered a future cruise credit. Your lack of reasonability and basic decency with regard to customer service is appalling, especially for a company as reputed as Princess Cruises. We will be contacting our local news stations, as well as blasting on social media our horrible experience with Princess Cruises, and strongly advise everyone we know to never book with your company.  
  
  Sincerely,
  
  ***********************

• 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

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Failure to refund cruise deposit and excursions costs.

  Customer response

  06/03/2024

  Booked a cruise for Sept 2024 to ****** along with a land portion for a total of 13 days - booking number 4C2MHH - booked directly with a Princess Cruise Line representative.  Used a Mastercard for the $200 deposit.  A few months later Booked excursions for myself totaling $524.65 (Less $100 ******** Credit) so charged $424.65 to same MasterCard as deposit.  Also Booked excursions for my wife her total was also $524.65 but no ** board credit so total was $524.65 charged to same MasterCard.  Total paid on card ending in x**** was $1149.30.  ** April 8 2024 I contact Princes Cruise Lines to cancel this trip due to medical reasons for my brother and his wife who were going on this trip with us.  I informed PCL at that time that the MasterCard ending in X**** was no longer valid as our bank switch to a different company.  I asked if they could refund our $1149.30 directly to our new card number but they said they could not - they said it would attempt to refund to our old card and when it rejected a check would be issued to us.  I waited multiple weeks then contacted PCL again as we had not received our check.  They told me they attempted refund with my bank - while I was on chat with them I confirmed with my bank no refund was received and could not be received as the #**** Mastercard was 100% closed.  They then told me a check would be issued again.  We are now approaching 2 months for us waiting for our refund - check needs to issued immediately for $1149.30 - no other resolution is acceptable.

  Business response

  06/22/2024

  This complaint was addressed via telephone on June 20, 2024.  At this time, we consider this time we consider this matter resolved.

  Customer response

  06/24/2024

   
  Complaint: 21787528
  
  I am rejecting this response because:   Matter is not resolved - Yes I was told via phone that a refund WOULD BE issued but since I have been waiting for this refund since April 8th I will not accept the issue is resolved until I have the refund check in my possession.
  
  Sincerely,
  
  *******************

  Business response

  06/26/2024

  This matter has been resolved.  The refund check of US $1,149.30 was processed on June 25 and will be mailed to ****************** address on file.

  Customer response

  06/28/2024

   
  Complaint: 21787528
  
  I am rejecting this response because: checked my mailbox today Friday June 28th and no check - not accepting resolution until check is in my possession.  As a side note for the way we have been treated by PCL in regard to this manner we feel additional compensation should be made our we will never book with PCL again.  We didn't cause this problem and in fact informed PCL up front of the issue - we have been treated disrespectfully by numerous PCL employees and as it turns out we were in the right the entire time.
  
  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,
  
  ***************************

*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. ↩