ComplaintsforPrincess Cruises

• Initial Complaint

  11/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2021-10-20 I enrolled a special discount offer Princess Cruise provided to health worker in United States. My health worker identity was verified and Princess Cruise said they will send out the special offer email in the first week of November. I never received anything from Princess Cruise after the verification email. It is starting to feel this is an absolute scam, orchestrated by the Princess Cruise company themselves. It is a complete shame that Princess Cruise would fraud normal people and hard working health workers in this way, and exploit the tragedy of coronavirus to their own profit.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/03) */ December 3, 2021 Better Business Bureau RE: Grand Princess - **** - January 27, 2020 Booking ****** ******** *** and ***** ** Complaint Number XXXXXX 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 # XXXXXX, registered with the Better Business Bureau. A representative from our Customer Relations Department will be contacting Ms. *** 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

• Initial Complaint

  11/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a cruise with Princess Cruises on October 13, 2021. The booking number is ******. Departure is accurate on December 11. Their app shows I am departing December 4. They have an app called the Medallion App. Immediately when I went to the app to set up info needed for the cruise, I noticed the cruise dates are wrong. Since they are wrong I am not able to set up our arrival and other trip associated things. I have called numerous times. My concern is that when me and my party show up on December 11th, we will not be able to check in. We are supposed to do it thru their app. Which we cannot. In addition, they have a computerized medallion that each passenger wears on the cruise. Just got them in the mail today. Printed across them is the wrong date. They say December 4. They also did not even ship my complete order. They didn't ship 3 lanyards and one wristband. I have called so many times in regards to this. Always being told they will fix the problem and email me. The problem is never fixed. I can never talk to anyone at the "Medallion App" department. Either they are closed or don't take calls. This company is creating so much stress over what is supposed to be a vacation. Their is a list of steps I have to take to get on the ship. Which I am doing. They are not fulfilling their part. Please help me before my friends fly across the country and we aren't even allowed on due to their error. I am stressed to the max now, it's only 3 weeks until the trip and in 5 weeks Princess has done nothing to help me.

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/12/03) */ December 3, 2021 Better Business Bureau RE: Majestic Princess - **** - December 11, 2021 Booking ************* ******, ****** ********* and **** ***** 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 # ******. We are truly sorry for **. ******' dissatisfaction with the Medallion Class App. Our records confirm, the date in the app has been corrected to December 11, 2021. The guests were successfully able to check in via the app. We appreciate the opportunity to address this matter. Until we may be of further service, we send our kind regards. Sincerely, ******* ****** Princess Cruises, Customer Relations Consumer Response /* (3000, 7, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not been able to get any resolution on the medallion issue. I was also told by someone who contacted me that each of us would receive a $50 credit for all the hardship I had to go thru to get the app issue fixed. Yet no one can see any credit. There is no proof this was done. I would like us each given our $50 credit. Thanks Business Response /* (4000, 17, 2022/10/26) */ October 26, 2022 Better Business Bureau RE: Majestic Princess - **** - December 11, 2021 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 # ******. At this time, we have applied US $75 per person to **. ******' upcoming January sailing. Until we may be of further service, we send our kind regards. Sincerely, ************** Princess Cruises, Customer Relations

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a cruise with Princess Cruise Lines on 11/15/21. The cruise leaves 12/13/21. Once booked, I started registering online. I reached a point where in order to proceed further, I was told to download their Medallion App. Once I downloaded the app, I was unable to get my booking number linked, I can't sign up for dinners, upload travel documents or complete registration. I contacted their tech support and was told it could take up to 2 weeks before I have access! This was not published anywhere on their website, nor do they offer customers the option to complete registration on their site if the app doesn't work. They certainly took my money from my credit card right away! The email confirmation doesn't indicate there is a waiting period to use their app either - this is deceptive practice by a company. I would like someone to contact me and fix this issue.

  Business response

  07/14/2022

  Consumer Response /* (2000, 6, 2021/11/21) */ Situation resolved - I am now able to access booking - please close case.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 1,2021 I purchased a 4 day comedy cruise with Princess Cruises to go to Turks and Caicos. Today I looked over my trip and the Itinerary changed to Dominican Republic. This is a significant change of location, and this is not a destination that I picked to go to. I requested a refund today on November 15,2021 and I was told by a representative that I would receive a full refund of $*******.When I received the receipt it stated that i would be credited $435.00 this is not the full refund amount. It states that there is a cancellation fee of $******** That is majority of the funds that were paid for the trip. This is not what was told to me, because of it was I would have just went on the trip. I did not cancel due to any reasons of my own. The trips destination was switched without any knowledge to me. I feel that I should be offered other options instead of just going to any destination of the cruises choice. This is unfair to me as a consumer. I was excited to go on this trip as this is my ******* birthday and her first time traveling since the pandemic. We feel robbed of our money , a chance to get to live after being reluctant to go on cruises because of the state the world is in during an ongoing crisis. We entrusted the cruise line to give us a total experience in which is was unforgettable. Now, not only can we not continue to go on the cruise in which we originally booked, but more than 75% of our money was taken from us and we are unable to book a trip elsewhere. This is unfair and all policy's should have been stated clear so we were able to make a well thought out decision on whether to go on a trip which was not our original destination or be out of almost $******** The purpose of this letter is to find another solution.Some Possible solutions are as follow; Credited the full amount purchased for the trip; Credited for a trip in the near future; Be placed on the ship that will be ported to Turks and Caicos.

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/23) */ November 23, 2021 Better Business Bureau RE: Regal Princess - G138 - December 9, 2021 Booking ****** ***** ***** and ****** ***** Complaint Number ****** To Whom It May Concern: Thank you for contacting our office regarding Mr. ***** and his above noted booking, which is the subject of your complaint********** We were concerned to note his comments regarding the refund for his canceled cruise. Please be advised, the cancelation policy is listed on the original booking confirmation that was sent to Mr. *****'s email address on October 1, 2021. However, as a sincere gesture of goodwill Princess has waived all cancelation fees. Mr. *****'s full refund was processed to the original form of payment on November 18, 2021. Until we may be of further service, we send our kind regards. Sincerely, ******* ****** Specialist, Customer Relations

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Princess Cruiselines is threatening to send us to collections over a random amount of money they say we owe for a cruise (booking#******) that was cancelled due to the CORONAVIRUS PANDEMIC. We paid IN FULL for the cruise as well as for several excursions. The cruise was set to sail on 5/16/20. After countless emails and phone calls we finally received a partial refund from Princess on 6/23/20 (they withheld $567.84 for future cruise credit?). Now, more than a year after the cruise was cancelled, Princess says that we owe them $535.90. Not only did Princess NOT refund all of our money, but they are billing us a random amount for who knows what? We are seeking an apology as well as a full refund from Princess Cruiselines. We also hope to never hear from them again. Thank you,

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/11/30) */ November 30, 2021 Better Business Bureau RE: Royal Princess - 1022 - May 16, 2020 Booking******* ***** ***** Case Number XXXXXX To Whom It May Concern: Thank you for contacting our office regarding Mrs. ***** and her above noted booking, which is the subject of your complaint # XXXXXX. We regret that Mrs. ***** is dissatisfied with the collections notice she received due to the canceled booking. Please be advised, Mrs. ***** will need to contact the Accounts Receivable Department directly to settle her claim. We kindly suggest that she use the contact information listed on the letter she received. Until we may be of further service, we send our kind regards. Sincerely, ******* ****** Specialist, Customer Relations

• Initial Complaint

  11/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had a cruise booked in 2020 that was cancelled due to Covid. Princess agreed to refund all the money for the cruises. They did give a partial credit, and after several months without receiving the remaining balance, I had to dispute the refund with my credit card company as it had to be done within several months. The dispute was settled in June 2020, and that was the end of it. There was and is no dispute about the original money refunded as between the initial refund & the disputed amount, the net amount was total. About three months ago, I started receiving a letter from Princess, they say they accidentally credited my account a 2nd time, for the remaining amount, and I owe them money. It ever showed up on my credit card statement and I have told them this several times, and the insist they are correct, since their computer shows it. After a couple of online chats with the credit card company, they said vendors have their own phone number to contact the credit card company, to get them to investigate what happened to the money. They has basically refused to do nothing but keep sending me letters and asking for ridiculous things like my credit card statements, which that is not happening as none of their business. They have shown me nothing, to prove the credited the money except a screenshot of their computer screen, as it would appear. Now they are saying they are going to turn the amount over to a collections agency, in which case if they do and damage my credit report, I will sue them. I have asked it be escalated to a manager, and she does nothing, but waste my time and keep sending letters. The contact is ** ***** with Holland America/Princess @ (XXX) XXX-XXXX. As of today. I was able to get some help from Princess to get through to a *** ***** in collections, and left him a VM. I am not sure if this is the correct person or not, as hard to find. I have all the exchanges in an email as did not want to discuss anything over the phone with them.

  Business response

  11/24/2021

  Consumer Response /* (2000, 6, 2021/11/24) */ You can close the case as finally found the error on their end and I received an email it was resolved. Thanks.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We signed up and paid for a Princess Tour for 9/1/21. My booking itinerary states:"Transfers to the hotels are provided between the hours of 8:00 and and 11 pm. If you arrive outside of these hours, please take a taxi to your hotel and save the receipt. We notified Princess that we would have to take a taxi because of our arrival time. This notification was well within the 15 day notification requirement. I have supplied taxi receipts to Princess Tours. First my claim was denied because " no transfers were offered on my tour" My next claim was denied because " transfers were cancelled by customer" Neither of these reasons are valid and directly conflict with the written booking itinerary sent by PrincessTours

  Business response

  11/23/2021

  Business Response /* (1000, 8, 2021/11/23) */ November 22, 2021 Better Business Bureau Complaint Number XXXXXX To Whom It May Concern: Thank you for contacting our office regarding **. ************** and her booking, which is the subject of your complaint #XXXXXX. We regret that **. ************** is dissatisfied with the response from Princess Tours. Please be advised, Princess Tours has their own Customer Relations Department. Please find their contact information listed below. Princess Lodges X-XXX-XXX-XXXX **************************** Until we may be of further service, we send our kind regards. Sincerely, ******* ****** Specialist, Customer Relations Consumer Response /* (3000, 10, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My request is to be reimbursed for our airport trip. I have this in writing from Princess Cruise will pay for airport transportation. I have repeatedly emailed the customer relations department and they have repeatedly denied and lied about this issue. Being sent back to Customer Relations is useless,. I can supply proof in writing from Princess Cruise that they will re-imburse us. Business Response /* (4000, 19, 2021/12/10) */ ***Document Attached***

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I booked a cruise with Princess on August 25, 2021 (res #******) and paid a $500 deposit. Princess cancelled the cruise on September 23, 2021. We were told we would get a full refund. It has been nearly four weeks now with no sign of the refund. When I actually talked to a human at Princess, I was told it would be refunded as soon as they could process it. It's been nearly 4 weeks. I want my money back.

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2021/10/26) */ October 26, 2021 Better Business Bureau RE: Discovery Princess - **** - March 13, 2022 Booking ********** *** **** ***** Complaint Number ****** To Whom It May Concern: Thank you for contacting our office regarding *** ***** and his above noted canceled booking, which is the subject of your complaint #******. I appreciate the opportunity to respond at this time. We sincerely regret**** ***** is dissatisfied with our current cancellation policy. Our records confirm, on October 25, 2021 we issued*********** refund of US $500 to the orginal form of payment. We appreciate the opportunity to address this matter. Until we may be of further service, we send our kind regards Sincerely, ******* ****** Specialist, Customer Relations Consumer Response /* (2000, 7, 2021/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) My payment was refunded.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a cruise in July. At the time they only needed a negative covid test. When we went to sail on the day of the cruise they would not let us on the boat. They changed their requirements to fully vaccinated and a negative test. So we want our money back. They did not notify me that I needed a religious exemption. I just want a full refund. They are refusing.

  Business response

  11/03/2021

  Business Response /* (1000, 9, 2021/11/03) */ November 3, 2021 ********************** RE: ******** Princess - **** - October 6, 2021 Booking ****** ***** ********* and ******* ******** 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 regret that **. ********* is dissatisfied with the circumstances of his cancelled cruise. Please be advised, Princess posted the vaccine requirements in April of 2021. Additionally, it is the responsibility of each guest to prepare the necessary travel documents appropriate to his or her itinerary. We hope you will understand that the requirements are not part of the policy and procedures of Princess Cruises, but rather stipulations determined by the governments of the countries and ports we visit, as outlined in our Passage ********* Based on the above information, we are unfortunately unable to offer compensation. We appreciate the opportunity to address this matter. Until we may be of further service, we send our kind regards. Sincerely, ******* ****** Writer, Customer Relations Consumer Response /* (3000, 11, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's ridiculous They never contacted me and told me that I needed to be vaccinated and if they're going to deny me service if they're not gonna provide the service that they sold me then they should return my money this is Nothing but theft. Business Response /* (4000, 21, 2022/08/10) */ August 10, 2022 Better Business Bureau RE: Majestic Princess - **** - October 6, 2021 Booking******************************************** 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 regret that **. ********* remains dissatisfied with the circumstances of his cancelled cruise and our responses. As stated in our original correspondence Princess Cruises posted the vaccine requirements in April 2021. When guests register for the sailing in the Medallion Class App, they agree to the Travel Document, Visa And Vaccination Disclaimer which states, "Because governmental and medical vaccination requirements and recommendations change periodically you must check with your travel advisor, government authorities for the countries you will visit and/or medical professionals to determine or verify the actual requirements and recommendations at the time of sailing. Princess assumes no liability for the passenger's failure to do so. Failure to present required travel documents, visas or vaccination certificates at cruise check-in will result in denial of boarding without refund of the cruise or cruisetour fare." Based on this information, **. ********* is not due any refunds. Until we may be of further service, we send our kind regards. Sincerely, ************** Princess Cruises, Onboard Experience

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put a deposit down for our wedding cruise in May 2021 as we transferred from our travel agent directly to Princess Cruise Lines. I spoke with ***** ******** Cruise Vacation Planner, on May 28,2021. The funds were transferred from the travel agent to Princess. August 14th, ***** contacted me as our ship, Caribbean Princess had been dry docked during our week, April 10th through the 16th. She tried to put us on another ship, but we decided to cancel. ***** advised that I would be receiving the refund of the $500 deposit in 2-3 weeks. This did not occur. The attached emails will show my follow up. I also let ***** know ahead of time that the debit card I had used to put the deposit down was cancelled and requested that refund check be sent to me. She advised that she would alert their accounting. Princess tried to send the funds to the closed account anyway. Princess has refused to send the check as they are stating the bank has them and they do not.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2021/10/18) */ October 18, 2021 Better Business Bureau RE: Caribbean Princess - **** - April 10, 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 Relations Department has contacted************ in an attempt to resolve this issue. We sincerely regret any inconvenience************ is experiencing relative to her refund. Our records confirm, on September 7, 2021 the full refund of US $500 was issued to her original form of payment. We have provided *********** with the reference number for this refund. At this time, we kindly refer************ to her financial institution for further information. We appreciate the opportunity to address this matter. Until we may be of further service, we send our kind regards. Sincerely, ************** Princess Cruises, Customer Relations

*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. ↩