Princess Cruise Lines

As a result of a Press Release issued by Terry Thornton in October 23, in which he stated: "Gone are the days of last minute discounts close to departure dates. Our new pricing policy will always reward guests who lock in their Princess vacations well in advance. The time to book your 2024 vacation is RIGHT NOW..."

I did just that. An elite customer, I booked a back to back cruise to the Fjords and Mediterranean for my wife and myself on your online website.

Two months later I find both cruises reduced in price and contacted Princess to get an explanation and the better price for my vacation.

Instead I received a reply from Edie Carpenter in your Southampton office stating that you operate a fluid pricing system and the cost of a cruise can increase or decrease "and our offers can change."

As a result I spent a considerable time on the telephone cancelling and rebooking our cruise, and, to add insult to injury, lost £600 in deposits, and was charged a £100 admin fee, presumably for your operator's time in pressing a computer button.

In view of your misleading and inaccurate promises on pricing policy, would like a return of my lost money, either as cash or onboard spend.

If I don't get satisfaction in this matter I will seek legal advice and pursue a claim through the courts.

It might be a small amount to your company but my wife and I are both pensioners and have to save carefully for our holidays - most of which, to date, have been with Princess.

Mervyn Hancock

mervyn.[protected]@blueyonder.co.uk

The dealing with trying to get my money back for a Bar bill that was not ours and dealing with the Citizen lady's watch bought onboard that does work correctly. Why can I not get a RESPONSE from you on what is happening? POOR CUSTOMER RELATIONS. Dissatisfied Elite passenger. Purchase of watch on September 21st/23 onboard the Sapphire Princess. 5N2WHH

The beef, pork, and fish meals were unacceptable.

I have been in the Restaurant industry for the past 22 years and 80 years old. I am used to high-end quality for meats, and seafood'

The lamb chops were underdone and the knives could not cut the meat-- I had to pull the meat off the bone. The pork and beef ribs un-eatable (they should not be on the menu. The fish were all under cooker, the were "slimly" to the taste.

The meats were also not to "order" the prime rib "medium" almost choked my table=mate.again the meat is not "browned" and then cooked to "done"?: The beef and pork on the Lido deck also was under done and was slimy to the taste( it was sick looking)

The seafood prep was not acceptable., It was slimy. I cook a lot of Fisht/Shrimp/Blue crabs. It does not take much to having "done" seafood

The shrimp were "mealy" tasting;. Properly cooked shrimp should be "Chrisp"

shrimp cooked with shells on cook under 3 minutes.

Alot of people ordered the Shrimp cocktail.. even multiple times..But they had no clue as to what shrimp taste liks.;

The fish and chips were in a batter wrapped, the fish flesh was not in contact with the batter and the flesh inside was undone "slimy" THe only fish you know how to cook is Salmon. The snapper and other fish were not Pan Siered

and underdone

The ossobuco was good. Most of the soups and salads were excellent, the disserts were good. The meat Casolaros/rice were acceptable.

I have made man Royal C there food is better but by much.

Have a cruise booked and my medallion was shipped to another state. if this person doesn’t get to go on the cruise I will have to waste my ti e at port to get a new medallion. Princess cruises has screwed up this whole cruise I think I should ne co pensated for my ti e wasted at the port a free speciality dinner and on board credit. My booking number is5PHR9Q

We were a party of 8 people on board the Regal Princess for a 10 day cruise (29 Sept - 8 Oct 2023) for Ireland and Scotland. On 5 Oct we visited Glasgow and on return to Greenock we got on the latter part of the train with several carriages on another route and not for Greenock. When we realised that we took the same train back to Glasgow in order to take another train and to Greenock. Realising that we would pass the deadline for boarding the ship, I tried to contact the ship by ringing the shore assistance number provided by the daily schedule sheet. To my horror, the phone was on recorded message and no one actually answered the phone in this emergency.

Fortunately someone from the Scottish Rail came to the carriage and when I ask for assistance, he gave me the number for ocean terminal. I rang the rang the number and asked the person to pass the message to the ship that 8 people will be late for the ship. Someone from Florida rang me after a couple of minutes and took our details, and another call later to confirm a message had been passed to the ship,

Although the issue had been solved amicably, the safety of the 8 passengers would have been in question if no one from Scottish Rail had come to our rescue. This would have been avoided if the Princess Cruise had checked that the shore assistance number on the information sheet is actually manned by an operator and not on a recorded message service.

Booking Number: 4T9N2N 9/17/2023. This LEONARD HUYNH AND STEPHANIE HUYNH AND BANG PHUNG in a family. We went to Seattle from California in 9/16/2023. We missed that day on cruise 9/17/2023 because my wife Stephanie Huynh unfortunately she at Emergency in SWEDISH HOSPITAL in Seattle for Surgery. She stayed in hospital for six days. I have all the documents from hospital to proof that day we could not go on cruise 9/17/2023. We hope Princess Cruise can full credit or refund back to us. We can go next year 2024 please. Thank you. My email: [protected]@ymail.com and My cell phone #[protected] this Leonard Huynh.

On the 29th of June 2022, I booked for a cruise ( 3V3JVH) once in a lifetime trip I took £5000.00 out of my pension pot to pay for it and at the time booked Princess Plus. In February of this year 2023 I paid in full for the holiday and was looking forward to having a wonderful time,

Last week I received an unclear email so I contacted your company for clarification and was told if I wanted what I had already paid for it would cost an extra £360.00 the person was not very helpful and Apon asking to speak to a supervisor I was told there was no one available and he gave me an email address to complain to,  I paid the money and sent a complaint email for which I got a reply that they only delt with after trip complaints but would forward it on to date I have heard nothing.

So, my compliant is I took a contract out with your company and agreed to pay the deposit and Completed payment for a holiday which I have upheld, your company has changed the terms, which has cost me £360.00 to obtain the same holiday this increase was made in December2022, but I was not informed until 5 weeks before traveling. I understand that things have gone up but the way your company have delt with this is appalling.

Mr Peter shepherd

I was on your cruise from sept 9 to 16 with my wife. We were overcharged €200 for internet. The guy at the internet cafe changed this on our account but our bank account was also charged and we still have not got a refund. We embarked at Barcelona on Saturday Sept 9th for a week until Saturday September 16th where we disembarked in Rome. This is very frustrating and hope you or some one can resolve this for me.

John Mc Dermott

I am writing to formally lodge a complaint regarding the medical treatment that my family and I received during our recent cruise aboard the Princess Cruises. The purpose of this letter is to bring to your attention the alarming sequence of events that transpired when our son, fell seriously ill during our voyage, and the subsequent mishandling of his medical care that ensued.

On the 1st of August, our son, became severely ill while onboard the Sky Princess. We promptly sought medical assistance from the medics onboard, who expressed concern that he might be suffering from a life-threatening perforated bowel. However, instead of a transparent discussion about the available medical options, we were unilaterally transferred to a private hospital without our consent or proper consultation.

At the private hospital (Hospital Dr Lopez Cano, Cadiz), our son underwent medical examinations including a CT scan and an X-ray. Throughout this period, we were left largely uninformed about his condition and the course of treatment being pursued. It was only on the late hours of August 2nd that we were informed that Casey was diagnosed with a twisted bowel and required immediate surgical intervention. It is crucial to highlight that during this revelation, the absence of an Intensive Care Unit (ICU) at the private hospital became a glaring issue, particularly given the gravity of our son’s condition and the potential need for ICU support.

This glaring lack of an ICU facility at a medical center that Princess Cruises had an existing contract with raises several alarming questions. Why did the cruise line not ensure that the contracted facility possessed the necessary medical infrastructure to handle life-threatening conditions like a perforated or twisted bowel? This omission exposed our son to unnecessary risks and complications that could have been averted with proper pre-planning and communication.

Furthermore, our insurance company added another layer of complications. Upon informing them of our son’s condition and the medical treatment being administered, we were disheartened to learn that our insurance coverage was contingent on prior authorization for private medical treatment. This lack of pre-approval placed us in a dire situation, where our child's life hung in the balance. We were faced with the choice of either paying exorbitant amounts for the necessary treatment or risking our son's life due to bureaucratic insurance procedures.

The subsequent communication with the translator at the hospital added to our distress. Despite being informed that there wasn’t enough time to transfer our son to a public hospital and redo the necessary medical tests, we were faced with an estimated cost of up to 40,000 euros for the treatment. Given the urgency of the situation, we made the painful decision to proceed with the treatment at the private hospital, even agreeing to sign a document confirming our willingness to pay if our insurance coverage fell through.

Our insurance company's prolonged delay in confirming payment exacerbated the situation. It took until the morning of August 16th for them to approve the payment, during which time the private hospital refused to release us until payment was received. This forced detention was only resolved after our insurance company issued an 'Unlawfully detained' notice and we sought assistance from the British Embassy.

In retrospect, this harrowing experience could have been entirely averted had Princess Cruises taken a few minutes to discuss available medical facilities and options with us. We believe that if they had considered our input and concerns, they would have been guided to choose a medical center with the necessary ICU facilities for Casey's potential conditions. The fact that Hospital Dr Lopez Cano lacked the essential ICU facilities required for cases like our son’s reflects a deeply concerning oversight.

In light of these grievous shortcomings and the traumatic experience our family endured, we urge Princess Cruises to:

1. Acknowledge the gravity of the situation and the inadequate medical care provided to our son.

2. Reimburse us for the medical expenses incurred due to the lack of ICU facilities and the subsequent ordeal.

3. Review and improve your protocols for handling medical emergencies, ensuring that contracted medical facilities meet essential requirements.

4. Enhance communication with passengers and provide them with clear information about medical facilities and available options in case of emergencies.

5. Compensate us for the emotional distress, mental anguish, and inconvenience we experienced during this harrowing period.

We trust that Princess Cruises will treat this matter with the urgency and seriousness it warrants, and that appropriate action will be taken to prevent such incidents from recurring in the future.

We eagerly await your prompt response and resolution of this matter. Failure to address our concerns adequately may compel us to explore legal avenues to seek redress for the distress caused to our family.

I've tried to reserve specialty dinning for one night on our cruise for our entire family traveling together, 13 of us, no luck w/ app or w/ 3 different LONG calls to customer service. Very frustrating. Should be much easier than this. App seems to only take reservations for two people, even when i've linked other guests to my app. I've also sent an email to [protected]@princesscruises.com and awaiting response.

1. I would like someone to discuss our folio charges with me. It does not appear we were allowed all of our ship credit / excursion credits. I have confirmed the information with my travel agent.

2. We were very disappointed in the 'Dine my Way' in main dining rooms... especially for the (2) formal nights. When selecting the cruise, there was no

indication that there would be an upcharge for the main dining rooms. This was very disappointing after the amount already paid for the cruise.

It was indicated for the 'Specialty Restaurants' only. "how misleading'' .

3. We purchased the Beverage Plus Package. We had issues with this as well.

The last couple of days of our cruise, We noticed we were being charged for random drinks. I spoke with the Help Desk. They reviewed our accounts and said " Oh you do have the Plus Package" , "I will remove the charges for the drinks".

Also, there were Port fees & additional charges applied? When I told them these fees were all paid in advance they said "they could also remove these charges. WHY were these additional charges on there?

Is Princess trying to sneak in additional charges to make more money on cruises?

4. Many of the passengers on board appeared to be getting sick.

Two of us became very sick the last 2-3 days of the cruise. Then, they charged an additional $127.00 for (1) of us to seek medical advice on board.

There were so many issues & disappointments that need further clarification.

Please have someone contact me, preferably the CEO for Princess.

Our cruise was July 22 - July 29th on Grand Princess.

I tried many times calling, No one could answer any of my questions or provide any information. Each call, I was placed on Hold, then around 20 - 22 minutes later the call just disconnected ... This is very poor management..

This was our First Princess Cruise... and we were not impressed at all.

Other cruise lines are much more professional and enjoyable.

Future Cruise - Booking 4PGX5G

Passenger Jose Andrade and Marina Andrade

Circle Savings Member #853356521A and #853356521B

I and Marina had together a total Future Cruise Credits in the amount of US4.865.

Your local agent say and apply the amount of US 4.564.

Could you please help me in this matter? Discover is a hard company to deal with, they never answer your questions and I don't know what to do.

I appreciate any help you can give me.

Having recently returned from the above cruise we feel very let down by Princess. On the second day of our cruise we reported a panel vibrating in our stateroom B507 (to Paul cabin steward) who informed us that this problem had been reported on previous cruises as nothing had been resolved by the end of the week we spoke to head of housekeeping who arranged a maintenance visit. Later that day Friday 1st Aug, maintenance arrived with a glue gun and proceeded to glue the frame of the door, as this was not the problem area no relief was given. Further complaining fell on deaf ears. This resulted in many sleepless nights . The cruise in general became a problem as sun beds were in short supply meaning rest during the day was virtually impossible. Multiple Sun beds being reserved by families before 7am with officers and deck crew refusing to address the problem. As you will be able to see from my account this cruise was moved from last year due to my wives illness. As this holiday was meant to help with her recovery you can imagine our disappointment at the stressed caused through no fault of our own . Hoping Princess can resolve this issue. Forwarded for your perusal and comment. Regards Mr & Mrs Jackson

I have contacted my Vacation Planner five times in the last three days and have not received a call back. These are days that her voice mail says she is working. She knows the issue I was focused on and was supposed to have called me back last week but did not respond accordingly. The Vacation Planner is Miranda Gustafson. Not the kind of quality customer service that I have previously experienced with Princess.

Thank you. Stan Quy 402.359.2405 Booking 4W2LDN

attention : [protected]@Carnival.com

[protected]@princesscruises.com

BOOK # 5XGX2C MAJESTIC PRINCESS VOYAGE SEPT 26 2023 AT VANCOUVER BERTH

ROMEY, BENMAR AND ALETA

FRANCISCO, ESTER ALMA

Dear Management of Princess Cruise Lines,

I want this communication escalated and directed to the highest level of your organization for customer relations.

This is a formal complaint that we express and direct to management for failure to refund my credit card for $860.74 for the cancellation date of july 25 2023 that you confirmed on my call today

I am advised by your company that all calls are recorded so I ask you to review all calls recorded for my booking # 5XGX2C you have on file on July 25 2023 and today

I paid for this cruise $3760.22 cdn funds with the main goal to relax and unwind to end my summer of 2023 .

I am extremely unhappy customer because I have to waste my valuable time to call your company , wait on hold and make many attempts to speak to the correct manager .

He identified himself as jay and will not give the surname.

I have not began my vacation and relaxation and your company's incompetence is already stressing us/me to the highest degree.

A Jay your manager who is very nice and professional , the only person at call center that I can express some accolades advised I will have the credit refund to my visa card ending #8697 expiry of 02/25 which I provided again in 24 to 48 hours.

Henceforth and as follows,

I will check with my Visa on Aug 17 2023 I and fully expect the credit refund of $860.74 to be completed.

I ask this matter again escalated and reviewed as if this is not done I will cancel the trip all together. I hope not to call again and hunt down the money that is lawfully due to me

I had a very high expectations of outstanding customer service performance with your cruise lines and this finance error is a huge disappointment and let down.

it shows your company just want the money and have issues of returning and paying back for cancelled booking.

Your mission management statement main goal is to get the ship to sail with full capacity

The projected and international image branding of the name Princess that your a respectable and the best in the industry is just facade and marketing gimmicks.

This lodged complaint I hope does not fall on deaf ears.

I expect some compensation and additional on board ship credits for my trip for my time you wasted and the inconvenience, stress and distress that has caused me

A mere apology is not acceptable at all to me in any form or fashion at this time .

I fully expect to hear a reply from the management for this matter.

If in the event that if i get no reply and no communication arrives back to me , that will serve and confirm my attestations that Princess Cruise Lines do not care about the customers /guests .

I will then therefore take more action as refuse to allow a big multinational to get away with this.

Sincerely

Mr Benmar G Romey

305-430 11th Street,

New Westminster BC Canada 'V3M 4E7

cell 604 -518 5773or [protected]

[protected]@yahoo.ca and [protected]@cgicreditguard.com

--

Hi

I have been charged debited twice for speciality dining services. I pre booked paid before cruise on the APP. I have tried several Mail domains as per email and all have been blocked failed. I was given the email address on the chat twice? The young girl on the customer service desk tried to help with payments but I didn’t show her proof of prepayment on the 26th July before departure. We only had speciality dining in the steak house on the 8th August 2023 and cancelled the dinner reservation for Sabotinis on the 11th August. Thus I have paid for x2 dinners / dining experiences we did not do have (customer services) whilst away on vacation. The invoice receipt is attached below What happened is I accidentally blocked my NatWest card credit card and ended up paying on my please refund both $70 &$78 to me as overpayment see photos below.

Took a HAWAIIAN cruise to\from San Francisco on November 7, 2022. We both got covid and missed 4 days onboard. Was promised $688. credits each. Went to book a cruise in August, 2024 and was told it expires in Feb., 2024. I just spent 1 1/2 hour on the phone with Princess, then got hung up on! I’m not happy! Was never sent anything saying the credit would expire even tho I asked to be sent some info about it.

When we disembarked in San Francisco, they put everyone with Covid in a dining room, them made us depart off the back of the ship. There was a gangplank that we went down with a right turn. My husband was on a scooter and got stuck on the turn because the second plank was higher than the first.

There was nobody there to help with that or our 3 pieces of luggage to get to where our ride was.

On April 23, 2023 using the Princes EZAir interface, we booked flights to and from our Princes cruise. These flights came at a premium, $2,220.66, since they were booked on Delta Air Lines and had us arriving to Fairbanks, Alaska in the early afternoon the day before our first Princes sponsored excursion from Fairbanks. On July 31, 2023 Princes EZAir without permission or consultation re-booked our confirmed Delta flights to a United Airlines flight which doesn’t arrive in Fairbanks until 8:16pm, less than 12 hours before our first excursion. We only noticed the flight changes when trying to get seat assignments on our original flights. We immediately contacted Princes Cruise Lines to discuss the changes. After an hour of hold time, the Princes phone representative indicated they did not make the changes, but this was done by the airlines. Additionally, they were not able to make any changes to our itinerary as this change was being requested inside a forty-five day window before the travel was to occur. The irony is Princes EZAir made the change to our original travel arrangements inside the forty-five day window. We did not need any changes until Princes EZAir made their unauthorized changes. Princes EZAir representatives are unwilling or unable to provide our originally contracted flights. In reviewing the flight costs on the United Airlines website of our exact re-booked flights, our new flights cost $1,533.38. We again called the Princes Cruise Lines to discuss the revised cost of our flights. Again after forty-five minutes of being on hold, the Princes Cruise representatives were unwilling or unable to provide any relief or solution to the $687.28 difference in the cost of our original flights and our Princes EZAir re-booked flights. The Princes Cruise representatives were also unwilling or unable to provide any information on how to contact a Princes EZAir representative.

On [protected] my husband and i booked our 50th anniversary cruise with princess. Old booking number is :4rwn9r. We paid the $500 deposit and despite telling the agent 3 times to ensure she had the authorization to run thru any automatic future payments to the system. In october we also booked 2 separate shore excursions totaling $600. We also told the agent (mariah) to add the insurance to our cruise since we are 70+ years of age. On the invoice we received, it shows the insurance.

On july 4th, we received an automatic email stating that our cruise had been cancelled due to non payment of final amount.

1. When we called on july 4th, the new person we talked to said there was nothing they could do.

2. No we couldnt rebook

3. No we could not talk to anyone else, despite asking to speak to a supervisor...And she wouldnt transfer the call

4. No future credit, despite showing we did not cancel...We have 2 shore excursions booked.

The websters dictionary of cancel: to decide to not conduct something or perform something planned or expected usually without expectation of conducting or performing it at a later time.

In addition as of this date, august 7, 2023, over 1 month later, your princess web page lists the "25 day british grand adventure" as still available.

Why the new person would not rebook us is ? when clearly shows available still 5 weeks later...And at a cheaper price than what we were willing to pay.

Also, your agent mariah (unknown last name) was told 3 times to make sure the automatic payments were set up. She assured us it was. On your automatic telephone messages, it says that the conversations may be recorded. We re peatedly asked to have her relisten to the originial booking. We have taken 30+ cruises and all of them are on automatic payments.

To be spit out of the system, despite no phone call from our agent ...Mariah again. Does all she do is book and no follow thru for repeat customers?

meanwhile, we rebooked thru vacations to go on the same day, despite your booking still showing our shore excursions, etc.Our new booking is 5cvmmh.

All we wanted was to reinstate our original reservation, which the new agent on july 4th, refused to do. If she couldnt do that could we please get our $500 put towards a future european cruise? it is not like you are out the money, we were forced to rebook on vacations to go, after your agent refused, we were not even given the courtesy of a phone call to see what the problem was. Do your agents not follow thru on their end? to be spit out and our reservation cancelled automatically in your system without recourse is ridiculous. As a former wedding event planner for 15 years, if i had cancelled someones wedding without at least 2 phone calls leaving a message at least...

We would like a supervisor to at least listen to the originial booking conversation with mariah. On it you will clearly hear that we asked 3 times for automatic payments.

We also want to file a complain against mariah. At the moment she is responsible for costing us $500 for lost deposit.