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Princess Cruise Lines Customer Service Phone, Email, Contacts
Princess Cruise Lines
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Princess Cruise Lines
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Princess Cruise Lines Complaints Summary

18 Resolved
300 Unresolved
Our verdict: If considering services from Princess Cruise Lines with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Princess Cruise Lines complaints 318

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Newest Princess Cruise Lines complaints

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J
9:44 pm EDT

Princess Cruise Lines Failure to provide a refund for Princess cancelled shore excursion

I booked a shore excursion whilst onboard the Crown Princess in May 2023.

On the day of the excursion we were informed by the shore excursion manager that they had to cancel. We were reassured that refunds would be processed immediately. I paid approx 150 USD per passenger.

No surprises but the refund was never made. I have made 6 calls, had 7 live chat discussions and sent 3 personalised emails to "my case manager" over the past 7 weeks.

I have been offered a refund of 450AUD which is significantly less than the value of the tickets purchased

I am informed that their response time is 36 days for the solutions team to respond or action any concerns

Desired outcome: A refund and apology

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J
8:43 pm EDT
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This review was chosen algorithmically as the most valued customer feedback.

I paid for my cruise in full for 8/19/23. Princess cruises #5k5x3q. I changed my air reservation on the Princess website. A day or two later I noticed my booking was missing. Princess had canceled my booking and are holding $400 of my money hostage. I want to do this cruise, I have my airfare set for Vancouver .I was told they wanted an extra $400. I refuse...

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1:59 pm EDT

Princess Cruise Lines Emerald princess medallion exploitation

Emerald Princess Medallion App Exploitation for June 24 -July 1, 2023.

Dear Princess Cruises, 

We have enjoyed many Princess Cruises but we want you to know we highly object to the Exploitation of the Princess Medallion App using it to Promote Homosexual Activities, with the listing of Homosexual Activities Daily in the Scheduled times as a Princess planned Daily Activities (once was quite enough) and does not need to be listed every single day!  It may say "unhosted" but that is exactly what Princess Cruiseline is doing. 

Are Heterosexual Activities listed in the Daily Schedule as Heterosexual Activities for Married Couples? No. As it it, this favoritism for Homosexuals is Blatant "In Your Face" advertising. This isn't about Equal Rights for all, it's about Exploiting Our Rights to enjoy Our Vacation. Some may think the more something is inundated into society, the sooner it will be accepted. Not true, it just causes nausea. Literally. 

All of this is has been sprung on us as a last minute choice by Princess Cruiseline through your Medallion App. If we had known Homosexuality was the Cruise Theme, we would not have chosen Princess to begin with. Please remove the Repetition of their Activities throughout the week's Daily Scheduled Activities. We do not need to see it every day.

Sincerely, 

Desired outcome: Please remove the Repetition of their Activities throughout the week's Daily Scheduled Activities. We do not need to see it every day of Our Vacation.

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3:45 pm EDT

Princess Cruise Lines False information from agent

Our back to back Transatlantic and Land of the midnight sun cruise 5/26/23 to 6/28/23 on the Island Princess had to be canceled. Because your agent, I think his name is Bob, gave us false information.

When we called Princess we told the agent that our passports would expire September 29, 2023. And asked if we could go on the cruise. He said as long as they were still good on the last day of the cruise we could go.

That was wrong.

Luckly we got an email from Princess less than two weeks before we were supposed to leave saying that we need 6 months left on our passports. So we canceled the cruise otherwise we could have flown to Ft Lauderdale and not been able to board the ship.

We had Princess insurance so we got our money back as a cruise credit. Because it was not one of the reasons to get cash back.

Desired outcome: We think we should have gotten cash back because your agent misled us or lied to us. Also your agents should have better information.

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4:18 pm EDT
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Princess Cruise Lines Abegail D. Revenue Processing/Administration Support, Princess Cruises

I booked a cruise for November 2023 with Princess.com. A few days after I made the booking I received an attractive offer from BJ's Travel of $500 for any cruise booked over 8 days. I called and they said yes, even if I just transferred the booking I would be eligible. I contacted Princess and they put me in contact with Abigail D. I completed the form she requested to allow the transfer and she transferred the booking to the ether. BJ's Travel cannot access it. I can access the booking on Princess.com but if I try to do anything I am told to contact BJ's Travel, but they never received the booking.

I have exchanged 8 emails with Abigail over the last 4 weeks, and she has yet to understand how screwed up this situation is. I fear I will lose my booking as I cannot pay for it. I want to pay for it but BJ's do not have it, and Princess thinks they have!

Desired outcome: I want to have my booking brought back from wherever Abigail sent it so I can pay for the cruise before it is lost.

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5:55 pm EDT
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Princess Cruise Lines Casino comp

So I had received an offer early in the evening for an interior room and $250 in comps. In the meantime, I kept playing throughout the whole night into the early morning and had over 9000 points. So I asked the casino host to upgrade my interior to a balcony which I had enough play for. But because she gave me the offer earlier in the day, she said I had to go through oceanplayersclub.com/contact. What a joke I tried contacting them through the email three times with no response, I also emailed the casino host [protected]@princesscruise.com twice and no response and I spoke to the reservation department and about five or six different people and at different times spent about 20 hours of my time and I get the same result when I speak to somebody in reservation. They say that you need to get a hold of a casino host. The last representative I spoke to said that I need to speak to the casino host that gave me the offer. How the hell am I supposed to get a hold of a casino host if they won’t give you a direct phone number or an email they will respond to. I explain to her that she gave me the offer earlier in the day and told me to contact Princess cruise line directly. At no avail again. their service is very very very poor. They are not organized at all In the casino division. I can’t freaking believe that you cannot get a hold of a host for the casino players department unfreaking believable. I’ve never had this problem on the Royal Caribbean company. Such a shame that I went through all this trouble and couldn’t get a casino host to contact me. Shame on you Princess Cruise Line ccn8599392592 original offer pxm6

Desired outcome: Want my offer upgraded to a balcony instead of an interior room because I received my offer to early on the last night around 6 pm and I played well into the next day and they didn’t account for about 2500 points.

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6:20 pm EDT
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Princess Cruise Lines Selected Stateroom not provided even though promised on the website.

We booked the 1 July 2023 7-day cruise from Anchorage to Vancouver.

We are Elite Princess members so we have cruised before. On this cruise I picked the reserve a stateroom option instead of picking a specific room for a mini-Suite. This was a huge mistake as we did not get the room promised - basically we were lied to about the room.

I have included a screen shot of the form used to reserve a room. It clearly indicates Decks 12 or 14 and Front of Ship. It also clearly states "guarantee a stateroom assignment in this location. We thought all was well and booked the trip.

Well, we have been assigned a room on deck 8, not even close to deck 12 or 14 and the room is in the back. Really? Thats not what we picked at all.

I've called and use chat. Neither person was helpful or seemed to want to solve my issue. All I got was arguments. I will never use this approach again.

Desired outcome: Give me what we selected and paid for. A room on Deck 12/14 Forward.

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2:35 pm EDT

Princess Cruise Lines Refund from american airlines sent to princess ezair

On May 27, 2023, our American Airlines Flight # 2767 from Seattle to Dallas Fort Worth was delayed 1.5 hours. Causing us to miss our connecting Flight

#1637 to Philadelphia.

They assigned us seats the next morning on Flight # 402 for DFW to PHL.

Our new seat assignments were in the Main Cabin not in First Class.

We are seeking a refund credit back to our Credit Card. Credit was issued on May 29, 2023, to Princess EZ Air from American Airlines.

Our Cruise Booking No. 4Q3T3N

EZ Air Booking No. XSWIFJ

Airline Conf : FJSJAK

Credits from American Airlines in the amount of $100.50 per passenger Total of $201.00

The above credits were issued on May 27, 2023.

Desired outcome: REFUND to My Credit Card on file or Check for the total amount of $ 201.00My contact info:Cell [protected] Email: [protected]@outlook.com

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3:18 pm EDT
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Princess Cruise Lines Cruise booking # 3vdr3x

I booked a 15 day cruise on the Crown Princess. 7 days into the cruise (before we where able to get off the ship) we both came down with Covid. The medical staff on the ship was a joke. My husband is 76 and I am 67, ship did not have any Paxlovid. they gave him a secondary. Now he has to see a Pulmonary Specialist, because he has damage to his lungs.

Desired outcome: a refund for the cruise and medical expenses not paid for by medicare

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J
12:22 pm EDT
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Princess Cruise Lines phone and computer service

7:50 am 6/1/2023 Arizona time. I have had problems getting in to my princess account will not take email and or password. We just cruised April this year with them and have just booked another cruise. i called their number [protected] After 10 min. on hold I was disconnected. I called back 55 min on hold finally got an Asian lady who was hard to understand, after speaking only one minute she said...I can't hear you...are you there then hung up. I wasted 1 hr and nothing was resolved. Princess my 3rd cruise i have found very hard to use for seniors . I'm done after this cruise. I wanted to do it on line but i called because it won't take my password or email. So now I will either have to cancel our cruise requesting our deposit back or wait to see if I get a response to this email.

Judith Harbert

Desired outcome: resolve my email or password problem

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7:00 pm EDT
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Princess Cruise Lines Embarkation and Disembarkation in Settle

I was recently on a cruise to Alaska that departed May 13-May 20, 2023 out of Seattle Washington. I am a Platinum member and have completed several embarks and disembarks. This was the worst ! Not enough busses available on to take us from the ship and back to the airport in Seattle. A real night mare. Also the lobster on the Royal Princess in the Crown Grill restaurant was over cooked. I have eaten at serval Crown Grill restaurants on many other ships.

Thank you

Sharon Redd Anderson

310.308.7068

[protected]@aol.com

Desired outcome: Refund my Crown Grill fee

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11:05 am EDT
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Princess Cruise Lines Website

Your website is horrible. It makes me log in several different times while I'm looking for a cruise. Then I have to enter the information all over again. Besides that, it locks up when ever I try to save my cruise information. On my first cruise last week your website would close down everytime I tried to enter my payment for a medallion. I tried daily for a week. Eventually it was too late and the medallion had to be mailed to me. I find your website very frustrating when I have to log in constantly and it won't allow me to save payments or cruises. I was only able to access your on-line chat one time after trying all week.

Desired outcome: Here is a fix. I can't write down what I want because maximum length of text is only 240 characters!

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4:50 pm EDT
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Princess Cruise Lines credits for days isolated due to Covid have not shown up on our accounts

My husband and I were on two 15 day cruises on the Emerald Princess in Jan 2023. The first one departed Port Everglades on January 2, 2023 and the second (LA to Fort Lauderdale) on January 17, 2023.

We both got Covid on the first cruise and were isolated for a full 10 days each which meant that we were isolated for parts of both cruises.

Before we left the ship we were told that our credits would be as follows:

Earl Klema Carolyn Klema

Cruise 3NDQHK $909.67 $454.83

Cruise 3NDQHL $1,364.50 $1,819.33

Totals: $2,274.17 $2,274.16

We have not received the credits for the second cruise.

Earl and Carolyn Klema

Captain Circle #139849429A & B

4416 Whitton Way

New Port Richey, FL 34653

emails: [protected]@earthlink.net [protected]@earthlink.net

FAX: [protected]

Desired outcome: Credits of $1,364.50 and $1,819.33 applied to our Princess accounts as promised.

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10:48 pm EDT

Princess Cruise Lines Delayed flight made us miss boarding our cruise

We were not allowed on our flight to Vancouver BC because a United Airlines employee said our son’s passport was expired. They immediately sold our seats but his passport was not expired! The flight was booked in partnership with Princess. After arguing with United, they rebooked us on the next flight. But that flight was delayed and made us miss embarking on cruise. We have called the Princess en route line to see how we could fly to the next port in Sitka. But after numerous times being hung up on they told us to call back at 7pm. This was after trying to get hold of someone who could answer. When we called at 7 we were told the person on phone was in Australia and to call at 3am to get a domestic help person. We have spent close to $15,000 to celebrate our son’s college graduation and NO ONE from Princess helped us!

Desired outcome: Being able to board at next port or compensation

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6:03 pm EDT

Princess Cruise Lines Confusing inadequate service when needing to cancel a cruise due to illness

My Mother, Jacqueline Mansfield and I had booked a cruise. Booking # 5J5X9C. Mom is 95 years old and suffered a complete sudden loss of bladder function, Which then caused heightened AFib, anxiety, shortness of breath. OUr trip is for June 1st. Illness occurred May 8. I called the Princess line - on hold FOREVER. Was told to file a claim with AON. Went to AON web site, entered the information, uploaded the physicians statement. Days later received email stating that I first had to Cancel with Princess, I called Princess. You have a travel agent - you must go through her. SO - I called my agent, She called Princess. Told them to cancel Moms booking so I could apply for insurance to cover her loss due to medical condition. Requested an itemized list of non refundable charges. I did not receive one. Instead, what I did receive was a new booking confirmation listing only myself with my rate nearly doubled. I was told it is because I am traveling alone - BUT Mom paid her fare in full - so Princess did in fact receive payment for two parties - why would your company scalp customers who are already dealing with problems?

Every phone call with both Princess and AON has been difficult at best. From

Desired outcome: I would like to speak with an authorized agent of your company who has the abiility to make a decision, make changes. would like my rates to be returned to the original amount.

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2:43 am EDT

Princess Cruise Lines Product : 2025 World Cruise from Sydney

Dear Sir/Madam.

My name is Margaret Riseley. Our Captain Circle member number is [protected] & 1625.

My husband & I are cruise lovers with Princess nearly 30 years. We have waited for Princess 2025 World Cruise since COVID had subsided. Recently, we have received 2025 World cruise flyer from Princess with many interesting points which we are very keen to experience. (That will be our bucket lists being fulfilled.)

From the flyer is NOT quoted the Balcony cabin price from Salalah to New York.

As my medical reasons (I have to do physiotherapy treatments every 5 days for the last 2 years since Covid vaccine injections paralysing me), otherwise I could not walk & sleep.

I could not participate Sydney to New York 77 days long journey,

rather than 55 days from Salalah to New York . Would Princess be kindly grant us our wishes and quote us the balcony cabin price on this 2025 world cruise.

From your records, we did 2 half of world cruises in 2010 & 2013 respectively. We also have two pre cruise deposits in your system.

Your consideration on this matter is much appreciated.

I can be contacted on [protected] or Email: [protected]@tpg.com.au

Best regards

Margaret Riseley

Desired outcome: Princess be kindly grant us our wishes and quote us the balcony cabin price from Salolah to New York on 2025 world cruise.

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3:15 pm EDT
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Princess Cruise Lines Post cruise customer service

The prepaid transfer terminal to airport at the end of the cruises failed, no busses available for hours, no controls for the lines no clear communication on what was going on or what to do. Ended up missing our flights, now we are trying to get a simple document from princess cruises to file a delayed trip claim with the travel insurance, can not get through to customer service, several hours on hold, transferred to wrong department then told to call back because nobody is in the department that we need. Entire cruise was a logistical and quality disaster, embarrassing service, horrible food, up charges for the most basic things even with the pre paid premium packages!

Desired outcome: Letter from Princes cruise explaining the problem at terminal so I can file my delayed travel claim.

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3:04 pm EDT

Princess Cruise Lines Fraudulent credit card charge

Fraudulent credit card statement. Our balance was $0.00 on our final statement. We had all the packages and free laundry with elite also $250.00 military on board credit. When we disputed the charge of $1213.00 from princess with our credit card princess sent them a statement with charges we had included in the packages. It was not the statement we received at the end of the cruises. Booking #3mmp4r.

Desired outcome: Princess must do the right thing and give me my money back. It's the legal thing to do. Pay me our $1213.00

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7:02 pm EDT

Princess Cruise Lines Shore Excursions

Good Afternoon: My husband and I went on a cruise on the Caribbean Princess in Sept 10, 2022. I always book my excursions with you all and on this booking we were unable to dock in Sydney due to high winds. i went to the desk to have our refund credited to our account and they stated a check would be mailed to us allow 3 to 6 months. I thought this was strange but what could I do but wait. Well it has been way over time for the check to arrive. We stayed in Stateroom R259 our number was B235. Linda and Bryce Ellison and our numbers are 501069874B and [protected]. As you can see we are loyal customers, and have been on another cruise since then but this leaves a bad taste in my mouth. The credit card I used on this trip was compromised so it was closed and there was no way to credit my money back, but as they said a ck would be sent. I don't remember the amount but you should have a record. Please help us get his justified. Linda Ellison

Desired outcome: Refund on excursion the ship canceled.

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Update by Ellison Linda
May 15, 2023 7:03 pm EDT

We enjoy Princess and has always used it.

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10:03 pm EDT
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Princess Cruise Lines Poor customer service

Hi Tyler,

I am very disappointed on how badly I was treated from not only by you, but the entire Princess staff.

I was shuffled around to a dozen different person, repeating my situation every time, half the time, I was either disconnected, sent to a wrong department and finally the phone number you gave me doesn't even handle hotel reservations. I even got a guy name Ken from the Philippines on Sunday, who sounded either high on something or drunk. He kept telling me to call back on Monday and it will all be taken care of. Laughing & giggling during the whole conversation. Then when I went to cancel my transfer ride from the airport to the hotel. The guy could cancel it but told me that I could not get a refund or a credit to my account. It took a half an hour and he had to get another person or two to figure it out. I spent two days straightening this whole mess out.

If you or the flight person can see that when I have hotel reservation date and a transfer ride, the flight department should be able to see that I did not have a hotel for the night. And kindly asking and reviewing my trip would have been helpful. I know you get many calls and emails throughout the day. But customer service is very important and a little care would have been nice.

I am to the point of asking myself what is the importance of your job to me when you are no help or assistance in making my cruise enjoyable. No one wants to take responsibility for doing their job. I have referred many people to you. Now I would be embarrassed too.

So I ended up canceling my transfer from the airport to the hotel. I called the hotel directly and got a room with no questions. I will take a cab or Uber instead to get to the hotel.

Maybe from now on I will do my own planning instead of using you. You do not seem to care anymore and I am sorry that you feel that way.

Sincerely,

Wendee Omi-Leong

287928979B

This is what sent to my Cruise personalizer person. You can email me at

[protected]@yahoo.com or call me at [protected]. I have been with Princess for awhile and of Elite status. Dave from Ocean ready was supposed to call me back today and as of yet he has not. I get a lot of that of staff not returning back or disconnecting me. But I think it would be quite helpful if someone does contact me. While being on the cruise you strive and deserve the #10 rating. But trying to get on the cruise ship and to get a package done is very frustrating. I had a bad time in Bueno Aires and Santiago, now for Alaska. Very disappointing!

Desired outcome: I would like an apology and a response. Possibly a small credit for a future cruise. Thank you for your time.

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Princess Cruise Lines contacts

Phone numbers

1800 103 0306 1800 806 656 More phone numbers

Website

www.princess.com

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