ComplaintsforPrincess Cruises

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made $200 deposit for cruise December 2020 using my card under my husband's account. He passed away March 15, 2021. I informed our travel host that works for the cruise line, ************* in September, and she has requested a refund. She was told they would have to try to refund the original credit card for 3 months and after 3rd month when it is rejected they would send a check. She keeps checking and said it still hasn't been issued. I also went on to their website and filled out a refund request and haven't heard from them.

  Business response

  06/16/2022

  Business Response /* (1000, 14, 2022/05/11) */ May 11, 2022 Better Business Bureau RE: Ruby Princess - **** - May 10, 2022 Booking ********************* Complaint Number ******* To Whom It May Concern: Thank you for contacting our office regarding ********** her above noted booking, which is the subject of your complaint # *******. I appreciate the opportunity to respond at this time. Our records confirm, on September 25, 2021 **********s refund of US $200 was successfully processed to the card ending in ****. The transaction ID is ***********************. ********** will need to contact her financial institution for further information. We appreciate the opportunity to address this matter. Sincerely, Alexiss******* Specialist, Onboard Experience

• Initial Complaint

  04/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hard to believe a cruise line such as Princess keeps messing up but this is the 2nd time in a few months I have had a FCC issue with them from a cruise they canceled. I booked a Asian cruise out of Singapore for $****. I asked for a FCC (even though they were offering NOTHING for canceling if I took the FCC. Usually they offer 10% back as good will but that seems gone too). Anyway I went to my account online and it shows I have FCC worth $284.56. Then I went to my wife's account and she has the majority of the money $*******. Odd how its not split up even but it doesn't really matter we are married and we can use the FCC's together. The problem here seems to be math errors that accounting at Princess doesn't seem to get. If you add $******* and $284.56 you get $*******. Not sure where the $198.30. So we are missing a few hundred dollars. Last time this happened it took months of calling, writing, etc to get it fixed and its such a simple issue. So they canceled another cruise and doing the same thing. We have been on 2 Princess cruises since the beginning of this year and going on 3 more already booked until the end of the year (not including the canceled cruise which would have made 6! Can someone at Princess fix this error and put the money in the account so we can use it. We like Princess but we can't continue to give you money and when you cancel something not only you dont give us a 10% extra credit but you mess up on the amount and causing heartache , time and effort on my part to always fix it. As a senior citizen of 63 going on 64 I really rather not be stressed out for no reason.

  Business response

  04/14/2022

  Business Response /* (1000, 7, 2022/04/14) */ April 14, 2022 Better Business Bureau RE: Grand Princess - **** - May 11, 2022 Booking ****** ******* ***** and ********* *********** Complaint Number XXXXXXX To Whom It May Concern: Thank you for contacting our office regarding **. ***** and his above noted booking, which is the subject of your complaint # XXXXXXX, registered with the Better Business Bureau. A representative from our Customer Relations Department will be contacting **. ***** directly via telephone in an attempt to resolve this issue. I appreciate the opportunity to address this matter. Until I may be of further service, I send our kind regards. Sincerely, ******* ****** Specialist, Customer Relations Consumer Response /* (2000, 9, 2022/04/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Just like to have the gift card numbers and pin sent for the refunds off the Alaska cruise May 11th and the New England cruise Sept 24th. I haven't seen either FCC or refund yet Consumer Response /* (3000, 14, 2022/04/24) */ I'm talking to someone about the complaint but I have not received any documents regarding my FCC I was suppose to get for a cruise I canceled (then rebook at a lower rate). I asked the agent that canceled for a FCC but haven't seen that listed on our princess page and no gift card with the taxes/port charges and government fees. We canceled ****** and was told we would get a FCC and refund for the other fees on the original FOP which was a gift card and haven't seen any of that yet. Any ideas!? Business Response /* (4000, 24, 2022/08/03) */ August 3, 2022 Better Business Bureau RE: Enchanted Princess - **** - September 24, 2022 Booking ****** *************************************** Complaint Number ******* To Whom It May Concern: Thank you for contacting our office regarding ********* and his above noted booking, which is the subject of your complaint # *******, registered with the Better Business Bureau. Our records confirm on May 25, 2022 the gift card was resent to *********. He has been fully refunded for his canceled cruise. He is not due any additional FCCs or refunds. Until I may be of further service, I send our kind regards. Sincerely, ************** Princess Cruises, Onboard Experience Consumer Response /* (4200, 26, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's fine. Can someone send me the information. I have no recored of the gift card or it's balance or the pin. Was it send mail or email. I don't have that information and it would be nice to have. Sent to my home email on your account. The art.net account. Thanks Business Response /* (4000, 31, 2022/08/30) */ August 30, 2022 Better Business Bureau RE: Enchanted Princess - **** - September 24, 2022 Booking ****** *************************************** Complaint Number ******* To Whom It May Concern: Thank you for contacting our office regarding ********* and his above noted booking, which is the subject of your complaint # *******, registered with the Better Business Bureau. We appreciate the opportunity to respond again. ********* will need to send his request to *********************************** . Until I may be of further service, I send our kind regards. Sincerely, ************** Princess Cruises, Onboard Experience

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/1/22 I paid Princess Cruises for a Baltic cruise slated for 5/4/22 (Confirmation ******) leaving from Copenhagen, Denmark. A few days later I made airline reservations with Scandinavian Airlines (SAS) to fly into and out of Copenhagen. The itinerary was changed to delete Russia as a port on 3/4/22 due to the Russia situation and that was totally understandable. Then on 3/14/22 I received an email stating that "due to commercial considerations" my cruise was canceled. I called my Princess cruise consultant, ***********, on 3/15/22 to ask her advice and she said she could put my friend and I on the 4/23/22 Baltic cruise (Confirmation ******* still leaving from and returning to Copenhagen. I called SAS to change our flight dates and that incurred a $504 change fee. My complaint is that on the day that Princess rebooked us they had already decided to pull the Enchanted Princess out of ALL Baltic sailings. The proof of this can be found with this link dated 03/15/22 , **************************************************************************/XXXXX. We were informed by email on 3/17/22 that the itinerary had been changed again which would change the disembarkation city to Portland, England. This would incur another $750 change fee from SAS Airlines. At this point we decided to cancel the entire cruise. Again, my complaint is that Princess Cruises rebooked us on 3/15/22 when they had ALREADY decided to pull the Enchanted Princess out of ALL Baltic sailings. Without this knowledge I changed my airfare and incurred the extra $504. I don't expect any money from my initial flight cost but definitely from the change fee. Also, every phone call to Princess Cruises involved being on hold for at least 90 minutes.

  Business response

  08/03/2022

  Business Response /* (1000, 17, 2022/08/03) */ August 3, 2022 Better Business Bureau RE: Enchanted Princess - **** - May 4, 2022 Booking ******************* Complaint Number ******* To Whom It May Concern: Thank you for contacting our office regarding ******** and her above noted booking, which is the subject of your complaint #*******. A representative from our Customer Solutions Department has been in contact with ******** via telephone and resolved this issue. Until we may be of further service, we send our kind regards. Sincerely, ************** Princess Cruises, Onboard Experience

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cancelled cruise and was promised a full refund. Cancelled cruise March 4. Called on March 14 and was told 10-15 days from time you cancelled is the turnaround. March 25th is 15 business days from the day I cancelled. I called March 25th and spoke to main reservation line which put me on hold for over 30 minutes to then hang up and sent me to casino dept. Spoke with agent and was told casino leadership is telling representatives to tell guests that returns are not being given a timeframe. Could be 6 months could be longer or could be shorter. Agent agreed with my frustration and said nothing he could do. Comes from leadership in regards to not issuing refunds in a timely manner. Bad way to treat a casino customer. I want my money back. I am owed $420.00. I'm not a bank giving free loans. Someone in princess leadership needs to contact the casino dept and straighten this out.

  Business response

  04/20/2022

  Business Response /* (1000, 6, 2022/04/13) */ April 13, 2022 Better Business Bureau RE: ********************************************************************************* Complaint Number ******* To Whom It May Concern: Thank you for contacting our office regarding Ms. ******** and her above noted canceled booking, which is the subject of your complaint #*******. I appreciate the opportunity to respond at this time. We sincerely apologize for the delay in processing Ms. ********'s refund. Our records confirm on April 12, 2022 we processed the refund of US $420 to the orginal form of payment. We kindly ask that Ms. ******** allow 10-15 business days to see the credit on her account. We appreciate the opportunity to address this matter. Until we may be of further service, we send our kind regards Sincerely, Alexiss ****** Specialist, Customer Relations Consumer Response /* (2000, 8, 2022/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a cruise with Princess with 3 promised stops, a private island they own, Jamaica, and the Cayman Islands. A week before our trip, and after the refund period, they dropped the Cayman Islands due to Covid. Come to find out, the Caymen Islands have been shut down for several years and had no business being a promised stop because they haven't lifted their ban. We then had "bad weather" preventing us from getting our first stop at the private island owned by princess. Instead of rerouting the cruise ship, so we could come back, they just carried on like nothing happened. They could have come back after Jamaica, but didn't. We paid for 3 stops, got 1 and got zero from Princess other than a read the contract and here is $50, on a $****** cruise package. The missing of a stop would have been tolerable if we hadn't already been promised a port that we should have never been promised. This is bait and switch mixed with fraud and incompetence. We were promised 4 specialty restaurants on the ship, one of which was a seafood house that we planned on eating at on Friday, because it was lent. Neither that restaurant or the BBQ one were open even once during the cruise, and the steak house had zero room for anyone. We were promised restaurants that weren't available, consivutiting false advertisement and fraud. Finally, the state of the ship was unacceptable. Several other amenities, like milkshakes, were unavailable due to broken machinery. This ship was "due for dry dock" according to several crew members yet clearly should have already been there. I have put in a support request that has been ignored to date. They don't care that they have ripped us off.

  Business response

  08/10/2022

  Business Response /* (1000, 16, 2022/08/10) */ April 13, 2022 Better Business Bureau RE: Caribbean Princess - **** - March 13, 2022 Booking ****** ***** ***** Complaint Number ******* To Whom It May Concern: Thank you for contacting our office regarding **. ***** and his above noted booking, which is the subject of your complaint #*******. We are truly sorry for **. *****'s dissatisfaction with the circumstances of his cruise. As you can understand, the Captain's first priority is the safety and well-being of the guests and crew. Unfortunately, occasional cancellations or substitutions are an unwelcome but unavoidable part of the travel experience. The Passage Contract, agreed to by all guests states, "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 ship; 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 ships, aircraft or other transportation or lodging." Based on this information we are respectfully declining **. *****'s request for a refund. Additionally, Steamers and Planks BBQ had been closed since our return to sailing. We sincerely apologize this was not communicated to the guests prior to embarkation. 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 Consumer Response /* (3000, 18, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company advertised on its web site, even post cruise the ports of call that were closed and the restaurants. Any contract they reference is null and void when it was or is signed under false pretenses. Business Response /* (4000, 20, 2022/08/30) */ August 30, 2022 Better Business Bureau RE: Caribbean Princess - **** - March 13, 2022 Booking ****** ***** ***** Complaint Number ******* To Whom It May Concern: Thank you for contacting our office regarding **. ***** and his above noted booking, which is the subject of your complaint #*******. We are truly sorry for **. *****'s continued dissatisfaction with the circumstances of his cruise. After a careful reevaluation of **. *****'s file, we believe that our initial response properly addresses his situation. While I am truly sorry for **. *****'s disappointment in this matter, we must respectfully deny his request for compensation. Until we may be of further service, we send our kind regards. Sincerely, ************** Princess Cruises, Onboard Experience

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled a casino comp cruise. I am awaiting a refund of $420.00. I have called princess cruises and the casino department multiple times. I have been hung up on once. I have been last told that there is no date/timeframes being given for refunds as of this week. Last week I was told 10-15 business days. I spoke with ****** today and was told his leadership is not giving any dates and that multiple people call everyday in the same situation. This is UNACCEPTABLE for any business especially for your valued casino clients. Princess needs to pay their bills and not hold guests money interest free!! My booking number is *******

  Business response

  04/14/2022

  Consumer Response /* (2000, 8, 2022/04/14) */ business has resolved my issue, business has given me my refund

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We book a cruise for Jan 9, 2022 on Princess Carribean and were hesitant to pay our full amount but our cruise consultant said we would be able to cancel if Covid came back and get a FCC. This is Not True. We ended up paying for it and in late December due to the enormous outbreaks of omicrom cancel our cruise for our safety. Now they gave a fcc til Dec 31, 2022 but there are no itinerary for carribean until Dec 2022. I've asked for an extension until March 31, 2023 or a refund. It was refused. They are holding my money hostage and are stealing from me. Considering this was due to Covid and all island refused the ship access to ports I do not think they are being fair base on health restrictions that were in place in Canada. My reservation # is ******.I'm hoping a resolution can be done since I have not receive the service of the cruise. They cannot keep my money. Thanks ****

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/13) */ April 13, 2022 Better Business Bureau RE: Caribbean Princess - **** - January 9, 2022 Booking ****** ***************************** Complaint Number ******* To Whom It May Concern: Thank you for contacting our office regarding Ms. ****** and her above noted booking, which is the subject of your complaint #*******. We sincerely regret Ms. ****** is dissatisfied with our current cancellation policy. Our records confirm, on December 21, 2021 Ms. ******'s Travel advisor was advised of the current cancellation fee that would be incurred. Under our Cruise with Confidence guidelines it is outlined that guests who cancel their cruise 30 days prior to the sailing date are only entitled to a future cruise credit for cancel fees. Based on this, we must respectfully decline Ms. ****** current request for refund in lieu of the credits she received. We appreciate the opportunity to address this matter. Until we may be of further service, we send our kind regards Sincerely, ************** Specialist, Customer Relations

• Initial Complaint

  03/24/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On December 26th, I purchased a cruise for week of ***** ***** I selected the *** ******** but got assigned the incorrect room. I took screenshots of when I was booking the room because I know that things like this has happened in the past and learned my lesson. I have called ******** for two days and got through to three different people who keep sending me different places. I have been to the main reservations and resolutions and was on hold last night for casino for over an hour when I realized that nobody would be answering because they were closed. I am currently on hold again with Casino (apparently because that is deal I went with). All I want is the room I paid for. I provided the screen shots (in an email to agent ******* ******** Like many others, I cannot sit here on hold for hours. Which I would also be happy to show the times I have been on my phone. I even emailed one of the ladies I spoke to yesterday asking her for help, with no luck.. I have been on hold for over 5 hours throughout all my calls. I was emailing a gentleman as well and that was no help. Please help, I am just wanting this resolved. My booking number ******* If you look at the cabin screen shot the price in the upper left hand corner was ******* then in the middle of the screen said choose spa room for ****** that is ******* which is what I paid, in the email from ******* ****** he even says it says ******* and I paid ******** It seems there is no common sense. I don't want anything but the room I paid for.

  Business response

  09/13/2022

  Consumer Response /* (2000, 5, 2022/03/25) */ May I please resolve this complaint? My husband finally got a supervisor and this was resolved.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am the organizer and in charge of planning my family's trip to Alaska through Princess Cruise Lines (PCL) scheduled for August 2021. My Princess planner, *********, told me that Princess was offering a 10% credit for deposits/payments on cruises cancelled and rebooked towards a future cruise as a result of the pandemic. I relied on this representation and in February of 2021, I paid the full cabin fares for the August 2021 booking, cancelled those bookings, and then rebooked the cruise for June 2022 to take advantage of the 10% rebooking credit. After booking the June 2022 cruise, ********* confirmed what were the outstanding balances for the June 2022 cruise. Completely unexpected, in July 2021 my credit card began receiving thousands of dollars in refunds from Princess. Upon further inspection, I realized PCL was refunding my family's cruise payments. I then contacted ********* to determine what happened. On August 12, 2021, she emailed: "I went through every cabin and looked at amts that have been refunded, deposits made, and future cruise credits that have been applied. As you'll see, 3 of the 5 cabins have cruise credits applied and 2 cabins were refunded instead of having credits created/transferred. I'm still researching to figure out "why" they were refunded instead...." I then realized that two cabins had lost their rebooking and I promptly paid PCL the amounts that were refunded to me in order to book the two cabins. ********* confirmed that the outstanding balances between the three rebooked cabins and the two refunded cabins had a difference of the 10% credit and that the two refunded cabins were entitled to the 10% credit, which is $567. ********* never received a determination on this issue, even after escalating the issue with her supervisor. When final payments were due on March 6, 2022, I paid all the outstanding balances which included the two cabins that did not receive the 10% rebooking credit.

  Business response

  10/26/2022

  Business Response /* (1000, 14, 2022/10/26) */ Booking ************************* To Whom It May Concern: Our records indicate on May 2, 2022 a representative from our Customer Solutions Department assisted *************** and resolved this issue.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Sir/Madame: I booked cruise ****** with ******** and paid a **** deposit. On or about March 13, ***** I spoke with a Customer Service Representative and canceled that reservation. I also booked a new cruise ******** and asked her to transfer the $250 deposit to the new booking. She assured me that she would do so. After waiting a few days, I checked my account and noticed that the **** deposit had not been transferred. I contacted Princess again, explained the situation and was assured by another Customer Service Representative that the **** deposit would be transferred to the new booking and that it would only take a few more days. She also extended the deposit deadline. When I checked my account today, I found that Booking ****** had been canceled because the deposit was not transferred and the cruise is now sold out. I waited on line 45 minutes for a Customer Service Representative who could not answer my questions and placed me on hold. I contacted ********** Corporate office and was placed on hold when I asked to speak to someone in their Accounting office.

  Business response

  09/14/2022

  Consumer Response /* (2000, 5, 2022/03/23) */ A Princess Cruise representative contacted me today and this matter has been resolved to my satisfaction. Thank you.

*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. ↩