ComplaintsforPrincess Cruises

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family took a cruise with Princess cruises. Upon disembarkation, we were not allowed to disembark. At that time they alleged that my 1 and 4 year old each owed $128 for gratuities. We explained this was not legal to hold us for gratuities that were our discretion. Upon threat we paid the amounts. I then disputed them. The company is now threatening debt collection for gratuities that were our discretion. In addition, they held credit cards for everyone in the room and put all charges on one person's card, which needs to still be disputed since they didn't make the charges. Business practices are an issue and the customer service is lacking.

  Business response

  07/12/2024

  
  July 12, 2024
  
  
  
  Better Business Bureau         
  
  RE:   Grand Princess -A413 - April 30, 2024
           Booking 5TXJGH            ************************************************
  
  Better Business Bureau:
  
  Thank you for contacting our office again regarding *********************************** and her above noted booking, which is the subject of your complaint # ********.
  
  Please be advised, as stated in our passage contract Crew Appreciation will be automatically added to the onboard account for all guests.*********************************** would have needed to request to remove Crew Appreciation at the ****** Services Desk while onboard. *********************************** is not owed any refunds from Princess Cruises.
  
  Until we may be of further service, we send our kind regards.
  
  Sincerely,
  
  
  
  ***************************
  Onboard Experience Lead Agent
  
  
  
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After booking a cruise to ********************************************** started sending me offers for excursions my wife and I could take during the cruise. I received multiple emails from Princess offering ****, Buy one excursion receive the second one 50% off. There was a countdown on the screen telling you how much time you had to take advantage of the offer. We booked $1,400 worth of excursions. When we went to check out there was no code for the **** offer. Every excursion was showing the full retail price. The promotion was ending in a couple of hours, so we went ahead and paid for the excursions with the intention of fixing the glitch in the system with the **** offer the next day.I called customer service the next day and got no help at all. The rep made up excuses like its a vendor that offers the excursions so Princess isnt responsible for the pricing. I asked to speak to a supervisor. I was told I would receive a phone call later that day. No one ever called me back.A few days later, I called and asked for a Supervisor. I explained the entire situation, and again the Princess employee made no attempt to make the situation right. She claimed the offer has expired. She also said not everyone on my cruise is eligible for the **** offer. I asked if I allegedly wasnt eligible, why did you send me countless emails? She had no answer for me. I told her I felt totally misrepresented. I asked for some type of discount on our excursion package. She was not willing to offer me anything. Weve never cruised with Princess and this will be our one and only cruise. You dont email cruisers offering a promotion which encourages cruisers to spend extra money on excursions, thinking they will make up the difference because half the excursions are 50% off. Then they tell you sorry, you were never eligible for the offer to begin with.We are asking for a $350 credit. Thats what we have received if Princess abides by the terms of the offer

  Business response

  07/11/2024

  A represenative from our ************************** will be in contact with ************** directly to further assist. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/5/24, we were scheduled to fly out of *****, NE thru *******, **, to ******, U.K. United canceled our flight from ******* to ******. We tried to make arrangements to catch a flight on possibly a different airline so we could still get to ****** by 6/6/24 as planned. We first contacted AAA who we booked through and they informed us we would need to work with Princess cruise line who we had made our reservations through.The couple we were traveling with called the Princess "emergency en-route" number on behalf of all four of us. We were put on hold for a combined 3 hours of hold time with very little interaction with anyone from Princess. One particular call on hold was disconnected by Princess after a 90 minute hold!Since we could not get resolution thru Princess, we re-booked on our own thru United. Unfortunately this was the next day, causing us to lose a one day/night stay in ******. I personally called the *** ********** approx. 40 hours in advance to cancel the first night of our two-night reservation, but they told us we would need to work with Princess for a refund for the first night. When on the ship for our cruise, we tried to work with Princess to get a refund for that night in ****** ($712 for the first night). Princess's resolution was to offer us $700 for Future Cruise Credit - but after this experience we don't think we will ever sail on Princess again unless they refund this one night in ****** for not assisting us with re-routing our flight the first day.

  Business response

  07/08/2024

  To Whom It May ******************* complaint is regarding our sister brand Princess, we each operate under the umbrella of ******************** each of the brands a part of the World's Leading Cruise Line ********************************************************************************************************************;
  
  Therefore, as the Fun Ships of Carnival Cruise Line our reservation system operates independently from each of the brands and we do not have access to address the comments and concerns of the consumer. 
  
  Please forward this request to the proper office for handling.
   
  BBB ************
  Carnival Princess Cruise Line
  ***************** Dr
  *********************************
  Tel: *************
   
  Thank you for your attention in this matter.
  
  

  Customer response

  07/08/2024

   
  Complaint: 21947775
  
  I am rejecting this response because:

  Carnival is the owner of the Princess cruise line. There is not a Princess site on BBB to submit complaint to.
  
  Sincerely,
  
  *************************

  Business response

  07/10/2024

  
  
  Better Business Bureau
  
  RE:   Regal Princess -G419 - June 8, 2024
           Booking 5VCP8C          *************************
  
  To Whom It May ********************* you for contacting our office again regarding ******************* and her above noted booking, which is the subject of your complaint # ********. 
  
  We were sorry to learn of the delays ******************* experienced at the beginning of her vacation due to airline delays.  As Princess has no control over the airlines,we will not be extending any refunds for the missed night at the hotel.  We kindly refer ******************* to the airline or her independent travel insurance for any reimbursements.
  
  Until we may be of further service, we send our kind regards.
  
  Sincerely,
  
  
  
  ***************************
  Onboard Experience Lead Agent

  Customer response

  07/10/2024

   
  Complaint: 21947775
  
  I am rejecting this response because:
  The reason the May **** was not able to refund the room was because it was booked THROUGH PRINCESS as a block and we were NOT able to get anyone from Princess emergency en-route number because they put us on HOLD for over THREE hours of combined hold time.
  We canceled the room on our own via a call to the May ****. However, The May **** informed us that ONLY PRINCESS could refund our room cost for the lost night. Again we TRIED to contact Princess but they did not answer their emergency contact number to assist us. Princess is the one who is responsible for our room reservation that night.
  Our cancellation on United was handled by United in a very prompt and professional manner and only United helped us get re-booked but they could not get us to ****** the same day as planned.
  
  Sincerely,
  
  *************************

  Business response

  07/12/2024

  
  July 12, 2024
  
  
  
  Better Business Bureau
  
  RE:   Regal Princess -G419 - June 8, 2024
           Booking 5VCP8C          *************************
  
  To Whom It May ********************* you for contacting our office again regarding ****************** and her above noted booking, which is the subject of your complaint #********. 
  
  We regret to learn ******************* remains dissatisfied with our response.  As stated in our previous response, Princess will not be extending any refunds for the missed night at the hotel.  ******************* may file a claim with the airline or her independent insurance for the canceled hotel night.
  
  Until we may be of further service, we send our kind regards.
  
  Sincerely,
  
  
  
  ***************************
  Onboard Experience Lead Agent
  
  
  
  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family is going on a cruise with Princesses Cruise in late Sept 24. Some couldn't make it, but already purchased Princess Cruise gift cards through AARP. I am using those gift cards to finalize my payment for my cruise. It was 6 gifts each at $500, totaling $3,000. I was able to redeem five of them for $2,500. The last gift card (****************) errored on the Princess Cruise website and would not be credited to my balance. However, when we contact the gift card issuer, they said it was redeemed against my booking (6X2VCR). We contact Princess Cruise and they say the balance is $0. I've called and talked to five ore more people and they all give me the run around. I asked to be escalated to a manager and they take my number and a manager never calls back. I spoke to a supervisor named ******* who was investigating the issue and he asked to call me back and he never did. I've sent an email to **************************************** and ****************************************** on Thurs. 6/27/24 at 9:30am PT and there has been no reply. The final payment was due on 7/1/24, so I paid the balance $500 over with my credit card. My cruise total was $40132.20. I paid $400 on my credit card at the initial reservation. If the gift cards were redeemed properly, my balance would have been $632.20 ($4,032.20 minus $400 deposit minus $3,000 gift cards). I had to pay $1,132.20 on my credit card today. I am at a loss of $500 on a gift card that Princess Cruises will not address and I need the BBB's assistance with this. The way Princess operates is very fraudulent. Their customer service operators are liars who don't follow-up or care about resolving an issue.

  Business response

  07/03/2024

  July 3, 2024
  
  
  
  Better Business Bureau
  
  RE:   Ruby ********************** -R433 - September 29, 2024
           Booking 6X2VCR         *******************
  
  To Whom It May ********************* you for contacting our office regarding ***************** and her above noted booking, which is the subject of your complaint 21932315.
  
  Please be advised, our gift card support team resolved this matter on July 2, 2024.  The gift card has been appropriately applied to the booking and there was a refund issued to the credit card used for payment.
  
  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

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have contacted Princess Cruises on multiple occasions since my cruise took place on 3/31/24 and the issue still has not been resolved. They charged me fitness classes that I participated in during the cruise that should not have been charged. There was no indication that the fitness classes included a fee to participate as it was not noted in the class descriptions nor at sign-in. For this reason, I submitted phone, email, and online requests for a refund of $70.80 (i.e., 2 classes at $30 each and $5.40 for "spa tax fee" for each class). I have requested a response as well as a refund by 6/28 per my last correspondence with them and advised them that if I had not heard back from them by that date, I would be filing a complaint with BBB. To this date, I have not heard back nor received a refund regarding my request.FYI, my traveling companion also had the same charges incurred on her credit card for the same fitness classes. My understanding is that they have responded to her request and reportedly will be issuing her a refund. However, my request is separate from hers and I'm still waiting for mine.My only request is to be refunded for $70.80 at this time.

  Business response

  07/12/2024

  
  July 12, 2024
  
  
  
  Better Business Bureau
  
  RE:   Discovery Princess - X414 - March 31, 2024
           Booking 5TXCDL         ***********************
  
  To Whom It May ********************** be advised, we have processed Ms. ******* refund for US $70.80.  This refund was processed to Ms. ******* credit card.  Please allow ***** business days for the credit to appear in her account.
  
  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

  07/21/2024

   
  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

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm writing this letter to file a complaint about Princess Cruise cancelling my reservation without notification for invalid reasons and maltreating certain customers. As attached in the email, I made the reservation for two cabins on 5/2/2024 for a Europe cruise. On 6/25/224, when I tried to log in to check my reservations, I found out that Princess cancelled both reservations on 6/3/2024 and claimed it was a price error, where the system priced the 21-day cruise by 7-days. I have a habit of tracing the price after my reservation from time to time and did not see any major price fix by 6/25. 4-person inside cabin on 5/2 costs 6.5K, and increased to 8.5K on 6/11, and further increased to 10K on 6/25. I can provide screenshots of the price history upon request, if needed. From the history of the price, I only saw a typical incremental price added over time, which is typical of all cruise line pricing algorithms in my experience. The earlier in advance you book, the lower price you will get. Princess is taking advantage of the asymmetric information to maliciously and selectively (see my reason below) cancel certain customers early and lower-priced reservations to resale for more profit. Secondly, I have a group of friends who booked the same trip with same price through different agents, Princess website or third party. Only a couple of individuals who booked through their website got cancelled. This is very unfair and Princess discriminates the individual customers over those booked through their partnered agents and third parties. On 6/25/2024, I called to ask to restore my reservation 7R3DDD and 7R3DVV with our original booked price, but the staff reactivated with a much higher price (please see attachment). After a couple of rounds of unsuccessful communication with Princess, I have to seek a dispute through you. Thanks for your time and assistance in advance, and please feel free to let me know if you need anything else from me by phone or email.

  Business response

  07/01/2024

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

  Customer response

  07/09/2024

   
  Complaint: 21911826
  
  I am rejecting this response because: no one from Princess contacred me at all.
  
  Sincerely,
  
  ***********

  Business response

  07/10/2024

  Please be advised, this request has been reescalated to our ************************** for handling. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1 We ordered transfer to airport service with Princess on 2/14/2024.2. On 2/13 morning we were told Disembarking guests will be transferred via water shuttles to *********. We went to ************* Desk to make sure this change has no problem with our transfer to airport service. Agent *** checked Princess IT system and found out our flight is 11:20AM. He told us we would put you on the first shutter. Do not worry. There was no any problem for us to arrive airport before 9:30AM. Then *** gave us several yellow luggage tags and asked us follow the Disembarking process (which delivered to our room) go to Explore before 8: 00AM.for airport transfer group 1.3. On 2/13 evening about 9 PM *** found us at the library, while we were paying games. *** told us the disembarkation process changed and the water shuttles and shutter bus were run by local company and Princess had no control on them. In order for us not to miss the flight, Princess had to cancel our transfer to airport service and ask us to take taxi to airport for us. Taxi will pick up us at 7:30AM at *********? 4.. *** gave us his email address and asked us to send him an email after we arrive.. Princess would refund transfer to airport service fee to us.5. On 2/14/2024 morning, Princess really did lose control of water shuttles and shutter bus. We went to Explore by 6:45AM, but it was chaos for us to get on water shutter. We arrived ********* by 8:30AM and there was no shutter bus. 6. we sent *** an email after arriving home.7.. *** replied us after he knew we arrived: "I am glad you arrived home safe. I will immediately inform the company to refund you, as they should have waited for you." Princess should refund it.

  Business response

  07/03/2024

  Please be advised, we have processed ************ refund of US $38 for the unused transfers.  This refund will be processed to the credit card used for payment.  Please allow ***** business days to see the refund in ************ account. 

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Website showed 2 fine dining meals per person and per cabin and 2 casual dining meals per person and per cabin for the Princess Plus package. On June 4, I contacted princess directly to discuss the plus package specifics. The information stated above was included and I took notes. I booked 2 cabins with those packages, additional $60 per day per person in the phone after getting everything clarified. When I reviewed the invoice, the details indicate differently. Only 2 casual meals per person per cabin. I have called Princess 3 times and have had no resolution or explanation as to what happened. My understanding is that the phone call was recorded. I want to get this resolved without compromising my booking or enhanced experience. The only thing that I believe must have happened is that the website was changed to get increase bookings. The princess agent and I both read the same information. Seems like you can provide these two cabins the 2 fine dining meals per person per cabin. Our booking numbers are 7WDH9T and 7WDHDR. Thank you. ***********************.

  Business response

  06/24/2024

  A representative from our ************************** will be contacting ***************** directly to further assist.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 2023 had Alaska ****************************** Due to cancelied United ************** tour, we are owed $649.56. Last Oct 2023 United sent checks of $307.28 x 2 for ************ ************************* back to Princess *********** tour cancelled had credit of $35. I have called many times & last 5 times they said check will be in the mail 3-5 days. It's been a year & still waiting for money from Princess Cruises.

  Business response

  06/25/2024

  
  June 25, 2024
  
  
  
  Better Business Bureau
  
  RE:   Sapphire Princess - H317 - June 21, 2023
           Booking 5J9M7K          *************************
  
  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.
  
  Please be advised, on May 29, 2024, Mrs. ****** refund of US $681.06 was processed to her credit card ending in 8003.  We do not see any additional refunds owed to ***************.
  
  We appreciate the opportunity to address this matter.Until we may be of further service, we send our kind regards.
  
  Sincerely,
  
  
  
  ***************************
  Princess Cruises, Onboard Experience 

  Customer response

  06/25/2024

   
  Complaint: 21883430
  
  I am rejecting this response because:
  That was money spent on food, motel & transportation, which I turned in all bills & receipts.United sent 2 checks $307.28 Oct 7 2023 for flight cancellation back to Princess to be forwarded to us. Also owed $35. for cancelled Denali tour because of road destroyed & had to take a lesser tour in lower part of Mts. Have not seen these credits paid back to us & owed $649.56. 
  Sincerely,
  
  *************************

  Business response

  06/27/2024

  
  June 27, 2024
  
  
  
  Better Business Bureau
  
  RE:   Sapphire Princess - H317 - June 21, 2023
           Booking 5J9M7K          *************************
  
  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 again.
  
  Mrs. Trices refund that was processed, on May 29, 2024 was the air refund from United and the refund for her canceled land tour.  Princess did not process any refunds for Mrs.Trices additional out of pocket expenses. *************** is not owed any additional refunds from Princess.
  
  If *************** would like to file a claim for out of pocket expenses, she must file a claim with AON Affinity.  She can initiate a claim a www.aontravelclaim.com.
  
  Until we may be of further service, we send our kind regards.
  
  Sincerely,
  
  
  
  ***************************
  Princess Cruises, Onboard Experience 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Princess Cruises wrongfully charged me $59.93 on 4/3/24 for services I did not use and were not advertised as a paid class (false advertisement).After calling customer services 5 times and getting the same response "you will see the refund in 3-5 business day" or "***** business days", they told me to open a case online.I opened a case on line on 6/4/24 and was then assigned to a person on 6/6/24 who was supposed to take care of this manner. In the meantime, I also received an email regarding this manner.On 6/6 the person assigned to me, *********************, said he will "talk to the administrator". 6/7: received an email from ***** that the matter has been "escalated" and a refund appears to be already registered in 3-5 business days.6/15: spoke to ***** again, and he haven't heard from his "higher ***** In the meantime, and will escalate the manner and get back to me on 6/18 the latest.6/19: I had to call ***** and he claims he tried to re-escalate it but "they" told him he cannot re-escalate until at least 2 weeks from when he contacted them. He suggest for me to call customer service who I have been dealing with the whole month of May.These are fraud charges and need to be refunded.

  Business response

  07/01/2024

  A check for US $70.80 has been processed.  This refund will be mailed to her address on file.

  Customer response

  07/01/2024

   
  Complaint: 21880276
  
  I am rejecting this response because:
  I was emailed on 6/24/24 that a check will be mailed to me and it will take 2-3 weeks?!!! Why does it take that long? And why couldnt they have refund it to me through my credit card? 
  I am not satisfied until I physically see the check and able to deposit it. 
  Princess Cruises have been telling me a refund will be processed back to my credit card for the past 2 months and should take 3-5 business days but nothing has been refunded. 
  
  Sincerely,
  
  ***********************

  Business response

  07/03/2024

  We apologize that **************** remains dissatisfied.  However our previous response appropriately addresses her concerns.  Her refund of US $70.80 was processed on June 25, 2024.  She must remain patient as she waits to receive this check. 

  Customer response

  07/08/2024

   
  Complaint: 21880276
  
  I am rejecting this response because:

  First of all it was Princess error to fraudulently charge me classes that were not supposed to be charged with spa services I did not use. I have been requesting since May!!!! And Princess only responded to me as it will be refunded in 3-5 business days since May until I request this case to be escalated.. and Princess is asking ME to remain patient?!?!?

  This business process of charging people fraudulently and giving me a run around to get a refund is a SCAM and needs to be further looked into as to how many other people they have conveniently charged for services they didnt use and do not refund their money in a TIMELY MANNER. 
  

  I have been VERY patient. 
  I will never use Princess again and I am spreading the word in social media that Princess is a scam!!!!
  
  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. ↩