Princess Cruise Lines
reviews and complaints

We sailed with Princess in October 2021. We had two extremely unpleasant nights board which meant very little sleep the first time. The second occasion the sea was rough which resulted in the outside balcony partition door coming off its hinges and crashing against the cabin. We finally got a member of staff to come to the cabin. He could not open the balcony door and suggested we move to another cabin which we did at 3.00am. Following these instances we spoke to guest services who finally gave us future cruise credit of £150 per person. We have booked another cruise departing 30th September 2022. We have tried to speak Princess about honouring this with no success and keep being asked to email guest relations. We emailed on the 1st August and have several follow ups but no response so far. What can we do to resolve this matter?

I delivered 15 fully paid cabins as part of a group outing. Princess advertises one free fare for every 8 booked cabins. They have ignored me and my travel agent in our request to find out why I do not qualify for this compensation. They appear to have deceptive trade practices as there is nothing showing what I do not qualify.

Cruise 10 Alaska sailing from San Francisco (3XXPCK booking number)

to begin with i am in the highest level of princess loyalty programme i.e elite level, i had a cruise booked and just before we went into lockdown due to the pandemic my cruise was cancelled and i was given the option of not having a refund would be given a cruise credit of 150% "very generous" i thought until i decided to book after coming out of lockdown and found that the prices had gone through the roof, anyhow i booked a round britain cruise of 12 days duration in may 2022 and was charged over £2000 p.p. a couple of months before the cruise a friend contacted me asking what i had paid and informed me he had received an e-mail offering the same cruise for a lot less, although i am on princess e-mail list i did not get an e-mail, an oversight or mistake ? i think not. when i contacted princess to ask if i qualified for this new price they said no and the reason being was they operate what they call a fluid pricing, obviously loyalty only goes one way with these people, i ended up cancelling my booking at a cost of £100 p.p. and rebooking immediately, by doing this i made a total saving in excess of £1000. it doesn't end there! at the end of the cruise i had a credit on my onboard account od £100 and was informed a cheque would be sent in the post i am still waiting three months later although i have contacted them 3 times.

they are in need of a dictionary so that they may look up the term "customer service" because it is very short supply, the loyalty programme is about as much use as a chocolate teapot, all they are interested in is separating you from your hard earned cash as quickly as possible and they don't give a damn about you

My Name is Jeffrey Gyurina. My Cruise Line Booking number is 3RCDVK.

email: [protected]@use.startmail.com

I was charged 20 dollars on my Visa card the day I boarded the ship. I spoke to the purser immediately and she said it was done to test my card's functionality and that the charge would be removed in 3 weeks. That was in May 2022. It is now August 2022 and it has not been removed or credited

A few days later I was charged 160 dollars on my Visa card. I spoke to the purser immediately and she said it was a charge for extra Wi-Fi internet devices. I said I only have one device and that the charge was in error. She agreed and said no problem, the charge would be removed in 3 weeks. That was in May 2022. It is now August 2022 and the charge it has not been removed or credited either.

I suspected there might be some kind of problem getting this resolved

so I purposely went back to the purser station the day before disembarking and went over the problem again with the purser attendant. She seemed annoyed at my question but assured me the two charges would be reversed in 15 days. It turned out to be a futile discussion.

However I liked the cruise a lot and want to book another 21 day Princess cruise for April 2023. I have already selected the itinerary. However I will not make payment until this small matter is resolved.

One more thing please, I am retired and living in the Dominican Republic part time now and having a terrible time getting anyone from Princess Cruses on the telephone to talk about this. I have been trying for weeks. There appears to be no human customer service or chat service at all.. that is not good business at all

I am a booked passenger (Booking # 3HMJ9J) for the Feb [protected] Cruise to Hawaii. I have applied for the $250 military veteran credit & sent requested paperwork (DD 214 & Princess Benefit Request Form) 7 weeks ago to the following address: Military Onboard Credit Program

24305 Town Center Drive

Santa Clarita, California 91355

After 2 months, I have not had any response & have called several times

but no one can assist me. I am very frustrated with Princess Cruise Line

and would like a quick reply. Having served my country in the military, I would expect a courteous reply. Please contact me at [protected] or [protected]@yahoo.com Booking #: 3HMJ9J CCN #: [protected]

John B. Crehan (DOB:11-01-47)

When I booked cruise 3xmkdr 4 months ago for a special occasion. I was told a medically viewed pcr/antigen was needed. I love on the Isle of Wight and there was 1 place to have this done. I booked it for 2 days ago and had it, negative. Originally I was advised to pay for it on booking, I said I didn’t want to in case the rules change. Princess then changed the rules the day before my pcr, paid test. So I paid £180 for me and my partner on booking. I am absolutely furious that I could’ve bought the test much much cheaper and done it at home.

First booking # for Brent and Laurie Christiansen 3TDTXQ They canceled this cruise and told us they would transfer to a mexican riviera. however no confirmation or booking # was given to us. They booked us on a California Coast cruise which we NEVER consented to and do NOT want. I have called 5 5 different times asking for a refund of $1,088 that was charged on 8/9/2022 so I can book a different cruise and everyone I talk to says they don't have authority to help me. I need the refund ASAP.

Second book # for Matthew and Teresa Sumner 3TDT8P

Same thing as above. They need their refund ASAP also. I do not have the booking # they transferred it to.

Third Randal Jule and Mary Ann Christiansen Booking #3TDT5D NEED REFUND ASAP

Fourth book # 3TDTDC Jason and Kimberlie Christiansen need refund

I'm currently on regal princess I am a crew. I just want to give information about whats happening now in this ship. This charter cruise or lgbt cruise make this ship disaster.. We are forced to work on duties that we are not comfortable.. By reading some of the news about covid and monkey pox virus there are no social distancing happening in this ship. I just want you to know that you might be cruising this vessel soon so protect your selves this passengers now are doing not normal things in this ship. We found drugs on their cabins smoking wherever they want walking naked in public areas doing sex activities whenever and wherever they want.. Is this how you think princess is.. No its not. For the sake of money they dont care about crew. Specially this european managers and supervisors.. This ship is [censored]ed up.. Spread this out so eveybody knows. They are very strict to crew but in passengers no! Im not telling that we are aiming to do the same we are the ones who protect ourselves to have a safe and comfortable working environment. Hope this message spread and can reach the higher management of this princess cruises.. The european supervisors want us to cover up everything happens in this ship... And if you dont believe me its up to you.. You can ask the crew what really happens in this ship..

original cruise canceled due to corvid, we changed to another cruise and lost our specialty dining and impossible to get thru to customer relations or clerks are saying that it's denied without explanation?

orginal 3DCX2C WHERE THE 2 SPECIALTY DINING IS AND 3HWWDD IS THE CRUISE CURRENT AND LOST 2 SPECIALTY DINING

CALLED 8/3/22 ON HOLD FOR 1:29 AND MY PHONE DIED. ACCORDING THE CLERKS IT IS DIFFICULT TO GET TO CUSTOMER RELATIONS AND NOT TO WASTE MY TIME AND THEIRS.

Left San Francisco on July 19th to Alaska aboard the Ruby Princess and arrived home on the 29th of July to find out that 2 of the 5 passengers in my party have covid. We found out about 5 days into the cruise that passengers on board had covid through word of mouth. We took precautions by staying away from other passengers and masking as best as possible. At no time did we get any information from crew about outbreak on board. Also, after further research when I got home, news outlets have reported cases of covid on the Ruby Princess since January. If I had known this information, I would have cancelled my trip due to being at high risk due to health. Now due to this 2 people in my family have tested positive for covid and i have to move out of my house for 10 days. Just thought i would let you know what's going on in my household. Vernon Girtler

My final payment was due July 2, 2022. I mailed the check about a week and a half before the due date. Princess canceled my cruise and airfare via email. I immediately called Customer Support, spoke with an agent and she told me she would extend the due date until July 19. Instead, without my knowledge she canceled the cruise and airfare. The check was cashed July 5. I called Princess to confirm receipt only to find that my booking did not exist. The agent reinstated my cruise but did not reinstate the airfare. July 22, 2022 I found out that I had no airfare as a result of a travel companion calling me to inform me of a flight schedule change notice that came via email. I did not receive the email, so I contacted Customer Support. They reinstated the flight, however, I am being charged $1200 in addition to what I have already paid. I have been told that the only department that can provide a solution to this dilemma is Customer Relations. I have spent the last 5 days and numerous hours on hold with no results. I do not think this is a department, just a permanent recording.

We booked a cruise with Princess Cruises through a travel agent. The cruise departs Brisbane Australia 02/01/2023. Due to the recent covid out break on board we decided to cancel but were told we would lose $613.00 of our deposit, reason being we missed the cut off for total refund by 9 days. we are both senior citizens and considered the risk to high we contacted Princess and were basically told tough luck they were to be honest not considerate of our concerns.

Regards John

Currently trying to resolve a clients flight issue, Princess changed my clients flight to have them flying out while they would still be on a tour! When I contacted Princess about it I needed to convey info to my client and was informed by the Princess rep they they would hang up after 2 minutes! It would take my that long to get halfway through the details! Princess will put you on hold for 20 minutes but won’t hold for us. Is it only TA’s that are having this issue?

We cruised on the Discovery Princess June 19th to 26th. Booking # 3RCHWD.

This was our once in a lifetime Alaskan cruise for our 40th anniversary.

Where do I start?

First off. Our package gave us 4 dinners for specialty dining. I was told on one of my calls that we couldn't book reservations thru the Medallion App. We had to do that when we got onboard. So when we boarded, we went directly to the Crown Grill to set our reservations. I was told that all reservations had already been taken. If I wanted to come at 5 and wait for as much as 1 1/2 to 2 hours, they may be able to get us in. She couldn't even guarantee that because the waiting list was so long, we might not get in until around 9 to 9:30. First off, I was at the desk between 2 and 2:30 on embarkation day. If no one was able to pre-reserve seating, how in the world were all spots taken? We weren't by any means among the last ones to embark. My husband and I wanted to celebrate our 40 years over a nice steak dinner.

Second - speaking about the food, it was awful. We did have our reservations for the main dining at 6pm each night, Once we got there, even tho we were supposed to have a reserved table, we had to wait and they made a spot for us. We never knew where we would be, We ended up eating there 3 times. then went to the Market Place Buffet. Some of the food was cold, a lot looked like it had been sitting out for some time, dried out. The nights that we were at sea, the buffet was working with half the food and that wasn't anything special.

Third - Wifi was almost non existent. Didn't make a difference where you were on the ship. There were time I couldn't even send a message to my husband who was back in the room.

Fourth - I called to ask about an excursion to see Mendenhall Glacier and do some whale watching. I told the customer service person that I had had knee replacement as well as extreme breathing issues and would like something flat that we could still see the glacier. The agent looked at some of the excursion listings and told me this would be it. It also included photography tips. It was not flat by any stretch. As we were climbing up the side of a very steep hill I asked to go back to the van. My knee hurt and I was having trouble breathing. I had my inhaler and have no idea how many times I used iy.

I can't say anything bad about the rest of the excursion. the whale was neat.

Scenic in Skagway on May 11, 2022, which was paid for on my credit card. I received my portion of the refund but James has not. We were advised that we needed to have our travel agent request the refund, which she has and yet still no refund. My booking number is 3KGV6J and our names are James and Jewel. I did receive my refund for $145.95 but James still has not. I don't understand why our travel agent, Justine Pazderski, needs to be involved when I contacted Princess to book our excursion and used my credit card to pay for it. Justine already provided a written request for the refund and is being advised that she needs to file another request for the refund. I have to say that the lack for customer service had made us realize we no longer desire to vacation with Princess Cruises in the future.

I have recently returned from a cruise on Sky Princess embarking 25 June. Booking reference 2N2R4W. On the first day I purchased the wifi service for $175. However this service was almost unusable due to its slow speed and apparent inability to download anything with much content. The fact that it was the butt of so many jokes by the onboard comics and entertainment staff illustrates just how bad it was.

I appreciate the tech difficulties that will inevitably restrict the qualities of onboard wi fi, but it is unreasonable to charge $175 for something which is so poor and I believe that I am entitled to a refund under the sale of goods legislation.

Subject: Premier Beverage Package suddenly changed to Plus Beverage Package in this booking

BOOKING 2X7HXJ

I trust this email finds you well.

I tried to make the payment today, but my booking suddenly changed from Premier to Plus Beverage Package. I called Princess [protected] and was on the phone with a lady called Amy for more than one hour. She said the beverage package's name had changed since Nov 21. Now, my beverage booking changed to Plus Beverage upto $12 per drinks and not Premier Beverage upto $18 per drink Package.

I am requesting Princess to reinstate what I was initially booked for as there is a big difference from Premier to Plus Beverage Package. I booked this trip based on Princess's promotion in May 2021, especially covered Premier Beverage Package (including fountain sodas, specialty coffees, teas, hot chocolate, smoothies, and water to go — as well as wine, beer, and cocktails up to USD 18 each with a premium selection of spirits, craft cocktails and wine by the glass. It also features a 25% discount on all bottles of wine when purchased in bars, dining rooms, or specialty restaurants. )

I used to travel with Celebrity Cruise, and this will be the first time I will travel with Princess Cruise. I also made another booking around May 2021, and I checked it also offered me Plus Beverage instead of Premier Beverage Package. The booking number is 2X7HXD.

I believe Princess should honor their words as it is written very clearly in the deposit confirmation dated May 11, 2021.

We are faithful Ruby Members and disappointed that you are not "humbled by our loyalty". We excitedly booked the PNG Cruise ex Brisbane on 17/11/2022 and duly paid our deposit as required. Now that Covid has returned to Brisbane in huge numbers, we have decided not to risk our health and therefore cancelled the cruise - Ref: 3G3XMV (Booking: B158108). We have been informed that Princess retains 20% of the FULL CRUISE PRICE as a cancellation fee. How unfair is this? We are not cancelling because of a "change of heart" but because of a medical danger to our health. Surely as loyal Princess cruisers, you could extend us the courtesy of a full refund of our deposit (or at worst keep 20% of the DEPOSIT amount). Your attitude towards the amount of cancellation fees (especially when it is because of a health risk) is very disappointing and greedy. We are paying a LARGE amount for absolutely NOTHING and it will certainly make us more reluctant to cruise with you again in the future. Please have 'some heart' and consider a full refund on compassionate and loyalty grounds to us. - Peter & Susan LOFTUS

We took a 10 day cruise to Alaska in June 2022. At that time, we had a future cruise credit of $533 dollars. When talking to the future cruises team, we were told that the cruise needed to be booked by the end of the year (Dec. 31, 2022). We placed a deposit of $200 dollars while on the Alaskan cruise. Two days ago (July 16, 2022) we booked a cruise on Princess to the Eastern Caribbean in April 2023 to celebrate our anniversary. Upon booking, we received the credit for the deposit but not the future cruise credit. I called Princess' 1-800 number to check on this and was told that in order to use the future cruise credit, the cruise had to be booked and completed by Dec 31, 2022. (This is not what we were told on the ship.) He went on to say that I could call Customer Service but it was not a business day (Sunday). So, I called on Monday and was told that the cruise had to be booked and sailed by Dec 31, 2022. When I asked to be put in touch with Customer Service, she said that she was not allowed to transfer me and they would not make any changes. When continuing to try to get put in touch with Customer Service, she stated that she was not allowed to send me to Customer Service for this reason (future cruise credit). The call ended in a stalemate. I was told that the only way to get in contact with Customer Service was through e-mail.