Princess Cruise Lines
reviews and complaints

Member # [protected]

On 1/3/2022, I called to cancel my cruise scheduled for 2/5/2022 due to my party of 3 not being comfortable with the high COVID cases. We have travel protection. The message when I called said that due to the high volume of callers for those with cruises after 1/31/2022 to call the next week. I called 1/12/2022 and since it was less than 30 days we would lose our deposit. I was following the directions given by the phone message. I don't feel this is fair, and in such situations, deposits should be returned.

my name is Edward Middleton and my cancelled booking # 2H3L7X which I cancelled along with EZ air and the are refunding me of the $2, 248.62 paid only $1460.04 A fee of $788.58 was for the Ez Air which they claimed was not flexible air however my booking shows Flexible Air. I have talked to customer service 3 times and put on hold and eventually cut off. I have sent copies to Princess with nob response.

I am Mr. Rene J Camou II, Member No: 619193854A. My complaint concerns my Booking No: 2T2L2W. I was moved to write you with a diatribe against the inanities of your technical organization and certain policies.

My credentials: I have held positions of supervision of up to 3, 000 people. I am not technical, but once managed 300 technical staff who developed one of the largest computer systems in the country at its time. Many of the technical staff were afflicted with nerdy idiosyncrasies, and/or a dearth of common sense, and/or inability to think deeply or completely, and/or technical incompetency. So, I understand your difficulties.

Today, I was unable to check-in for my latest booking. The reasons I was blocked from checking-in are all due to technical and management stupidities:
-- Why do you not allow us to check-in on our desk-top computers? Why do you require us to check-in on our cell phones or tablets using the Medallion Class App? Why must our cell phone or tablets be the very latest versions? Don't you know that your industry caters to a retired community of senior citizens that are not so up-to-date on the latest technologies?
-- Why was accurate information that I input to my account able to be changed or added to with inaccurate information by my sister-in-law, who sometimes takes charge on booking our cruises, or by our Princess Cruise Planner?
-- Why could I not change my Password? I have done it hundreds of times before on many other systems.
-- Why did I have to wait on the phone, on hold, for almost 1 hour for a live technical person to help me with the above problems?

I was very frustrated. I lashed out with profane anger at the person who finally answered my phone call to you. But she understood. She took all the time necessary to help me. Then she went beyond. She asked me questions and she checked all the information on my account. So much information was wrong that shouldn't have been.

So, instead of a lengthy diatribe, I am moved to commend to you your employee named "Sandy". She was reticent to give me further information about her; but I was able to obtain her ID: "PC 14817".

You have a gem in her. In your shoes, I would put her to the task of leading a select work group whose purpose would be to identify and recommend corrections to the inadequacies in your systems and, believe it or not, your policies. Then, i would promote her to a managerial position with some level of oversight of the technical organization.

Please help:

For the past 6 weeks, we have been trying to get Morgan Velasquez, Cruise Vacation Planner, 1-800-901-1172 ext. 21834 by email and phone calls asking about the price of the cruise several families booked as a group. Some have balconies and some have suites. It is a 7 day Alaskan cruise on Crown Princess leaving May 21, 2022.
We found the prices for the balcony to be much lower on the Princess website AND on Vacations To Go. We sent page shots and links to the offers for the exact same cruise. She does not answer our calls or our emails.
https://www.vacationstogo.com/fastdeal.cfm?deal=15695
https://www.princess.com/cruise-vacation-planning-dashboard/home.do
We want the lowest advertised price for all of the rooms we booked for that cruise.
Please respond asap regarding the prices.
Diane Haslag
Lati Rahmaniasl

We are booked on the Princess out of SF on Oct. 31st. As requested we ordered two of the Binax NOW COVID-19 test kits. Since we were instruction to conduct the test two days before boarding we did our two tests on Friday. My wife did hers first and was told she was negative and her results would be sent via e-mail. I did mine next and there was an issue about my registration and my drivers license name. I go by Ed but my legal name is Eddie which is on my licenses. I had to re-register on eMed to do my test. I did so and my test also came back negative and I was told the results would be emailed to me. This did not happen and after and hour I started calling and emailing to eMed to try and resolve this. The next day, Saturday, I received an email from eMed stating they could not locate my test results and they would send me another test kit which should arrive in 24 hours and I could retake the test. This of course did little to resolve the issue since we are due to be on board the ship before the kit arrives.

My hope is we can locate someone, somewhere, who can validate a test so we may cruise. My suggestion to Princess is to evaluate the two day before cruise testing since this leaves the guest in a bad situation should eMed lose their tests. You may also wish to rethink how good eMed is since everyone I spoke with at eMed has English as a second language and maybe this could have caused the confusion.

I appreciate Princess being careful of passengers with COVID but this has been the most stressful cruise experience I have ever had and I will advise my friends to hold off on cruises until this mess is cleaned up.

Booked passage for 2 to the caribbean for march 2022 paid for and never received confirmation

Our cruisetour was cancelled in July for March 2022 to New Zealand/Australia.
The replace cruise they offered us was summit on August 26. The deadline was August 31. Princess first gave us FCC on 9/24 Incorrect. They finally changed it the cruisetour we selected from the list on October 11, but now we are on a waitlisted, for a mistake that Princess made on our rebooking. It took them almost 2 months to rebook us. Through email correspondence, they have admitted to the mistake, but this is not resolved. They said there is no space for us on the cruisetour they offered us, and it was there mistake. They only thing they could do is place us on a waitlist #4. So, I just need to know how they plan on fixing their problem. They need to offer us the same cruisetour and make sure we are not on a waitlist. I am extremely annoyed with this issue. I have tried to be patient. My travel agent has also contacted a customer assistant supervisor and a customer relations person.

Hello. We booked a cruise booking # 2D9N7N for Donald & Bobbie Hufham about June 7th for Dec. 4th thru Dec. 9th. After paying in full Sept.19th we began trying to check in through the Medallion app. For the last 4 days we have spent approximately 10 hours of our time, most on the phone, & each of us on our Iphones trying to correct Princess failure to send the correct information to Ocean Navigator for the Medallion app. to work correctly. Finally they got it right & we're checked in. We are old & this was extremely stressful for us & time consuming of no fault of our own. We feel Princess Cruises should do something nice for us after going through this horror. Thank you, Donald Hufham

Dear Sir,

I am writing to you because although I have emailed your UK customer services 3 times about the subject below, they have failed to respond. I can only guess at the reason they refuse to provide an answer.

The same email was sent both P&O and Princess Cruises. It should be noted that P&O do not now require a PCR test for a child under 18 who has received the one vaccination.

This subject is something of concern for any parent taking an under 18 child on a cruise with Princess.

As stated below, if an under 18 has had the one vaccination required by the UK government under current rules, why do they need to do a PCR test 2-3 days before the cruise?

We are on a Princess cruise on 23rd October 21 and would like some clarification on this matter as we do not want to face unnecessary problem when boarding the ship.

Please investigate this matter on our behalf.

I have also included copies of 2 of my 3 complaints to Princess Cruises all of which have gone unanswered.

Robert R.
Thu, 2 Sept, 19:58
to Guest, me

Dear Sir or Madam,

We are due to sail on Regal Princess in on 23rd October 2021.

My daughter will be under 18 both before and during the cruise. She has had the one vaccination that under government rules she is allowed to have.

Does she also require a PCR test before the cruise and if so, why?

Can you please explain this to 2 very confused parents?

Dear Sir or Madam,

This is the 3rd time I have requested this information and each request has been ignored. Disgraceful customer service.

Robert R.

2VXLWM
Mr Gregrory Higgins
Mrs Denise Higgins
Regal Princess
We had a Zero balance at check out, then to come home to find we have had £14.71 taken from our account. Princess cruises Santa Claritaus shown on our bank statement.
We took out the all inclusive package. There is no way we drunk 15 drinks a day each.
Please provide evidence for this charge!

My wife and two friends booked a 21 day Mediterranean cruise departing Barcelona on May 8, 2021 . Princess Cruise XM3H5N. We paid a deposits on 2/9/20. In response to a promotion, we paid an additional deposit on 9/21/20. Only 3 days later, on 9/24/20 Princess cancelled our cruise due to COVID. We were told by our booking agent that we would get a full refund within 90 days since Princess cancelled the cruise (we did not cancel). More than 90 days passes, we were then told that since there were so many canceled cruises, refunds would be issued in the order of sailing dates. After our sailing date we were then told that Princess was working through an enormous backlog of refunds and it would take more time (without any estimate of how much more time other than they are working at issuing refunds as fast as they are able). I am now told that no refund will be issued. We will only get a credit against a future sailing date. I have not received an email, letter or phone call from Princess. The changing story without putting anything in writing shows absolutely no respect or consideration to me as a customer.
I would like Princess to immediately issue a full refund.

My wife and I booked a cruise for the Caribbean, departing 30th November under BOOKING 2WCNWL. At the end of June we booked a back to back Eastern Med Rome to Athens to Barcelona cruise sailing 28th May 2022 under BOOKING 2M6R5W. We are Platinum Cardholders demonstrating that we are regular passengers.

We always cruise with family from the USA, Dr Michael Jefferies and Mrs Mary Ann Jefferies, and they are booked on these same cruises. Their latest booking for May 2022 was confirmed a day or so after our own.

On 1st July 2021 we received an e-mail announcing an On-Board Credit incentive and, upon checking our booking found that we did not qualify as we booked a couple of days or so before the arrival of this e-mail. Understandably, we were quite disappointed as we would have enjoyed these benefits which can make a difference to the whole cruising experience.

To our surprise, however, our family in the USA enjoyed this On-Board Credit for each of the back to back cruises despite booking on 29th June.

We are sure the decision to offer these incentives was taken well in advance of 1st July and our booking was accepted by Princess Cruises in the full knowledge that we would miss out. We not making any complaint at all about the representative who made our booking, indeed, she made it an extremely smooth transaction - in fact, a touch better than excellent.

It does seem though, that Princess Cruises appears to discriminate between the US bookings and those in the UK and we respectfully ask that this misjudgement is corrected. No doubt, those making such decision would feel the same if in our position.

To rub salt into the wound, on the next day we received another e-mail and this one was advising us that our Platinum Benefits were changing. Previously we would each have enjoyed free wifi minutes but now we have to buy the new service albeit at half-price! So this is a retrospective change after making the booking but On-Board Credits are not.

Without doubt there needs to be consistency and fairness delivered to all passengers as they are more likely to return rather than choose an alternative cruise line. We hope the delivery of fairness prevails.

Sincerely, Dennis & Wendy Allum, Leicester
[protected]@btinternet.com

Hi

I recently applied for the paramedic position onboard princess cruises. I have always wanted to work on board a cruise ship with my paramedic skills. I was excited when I saw that they were actively recruiting. I have extensive experience of over 15 years in medical filed, I have Bachelor's degree in paramedic practice and will soon complete a Post Certificate in prescribing. So I have a wealth of experience in both primary and emergency care.

However I have actively been discriminated against due to having a visible tattoo on my left forearm. I have been told its due to some policy. Its a very sad case that in 2021 there is still companies like this that are judgmental based on my appearance and have not took into account my qualifications and experience and weather or not I'm the best person for the job.

I will certainly never cruise with princess or associated cruise lines again and will actively! encourage everyone to do the same.

I suggest if you want to keep and have quality staff to represent your cruise line and company then you should base this on how well they are for the role, not on how they look.

Lost Property WT2D9W - AD4094250 (962623)

I accidently left my purse on the Golden Princess . I was telephoned from the ship to say they had found it and that they would send it to me if I could not get back before it sailed. After waiting a couple of weeks I rang your lost property. Needless to say the did not manage to find it until around the 10th March 20. I sent a prepaid express post bag the next day. I then received an email to say that they had received the express post bag but could not send it because of the lockdown. Despite numerous follow ups I still have not received my purse. I cannot believe that after all this time there has not been some staff returning to the office.
Please arrange to have it sent to me

Elizabeth Booker Member [protected]

They cancelled our December 21st. Cruise. Their e mail about the cancellation stated if you wanted to leave your money in and use it for your next cruise you would get the amount you paid in plus 25% future cruise credit.

We booked a cruise for January. The total amount of the cruise due now. We were told the future cruise credit including what we paid in for the December cruise can not be used for the January cruise because the future cruise department has not gotten around to processing the future cruise credit. We will have to pay the full amount for the January cruise and not receive any future cruise credit or even the amount we paid for the previous cruise. Eventually they may get around to processing the future cruise credit but we will not be able to use it for the January cruise. They will not refund the money back to us when they decide to do what they said they would do in their cancellation e mail.

In other words you will not receive your future cruise credit or even the money we paid for the previous cruise they cancelled.

What has happened to Princess Cruise. It used to be an upstanding honest company. We are elite members because we always had confidence Princess was better then the rest. We now know this was misplaced trust

My husband and I booked a 10 day cruise from Singapore to Hong Kong through princess March 12 through March 22. Due to covid they cancelled the cruise. I filled out a refund form and faxed it on Feb. 12.

I received a refund portion for the cruise but not my hotels and air fares. I booked independent airfares and hotels that's non refundable for this cruise because there was a huge difference in price. I was told that if I can provide a cancellation proof of all these which some airlines aren't willing to cancel it because it was a non refundable. Although I tried calling air Asia to cancel my flights but unable to get a hold of them. I ended up losing more money calling them because it was an international call. For Christ sake the world stopped due to COVID-19. Princess should consider refunding all those expenses because they should know that no one was traveling during the lockdown. I would never book or think about booking with princess ever again. Bad experience in my end.

My wife and I booked an 11-day Cruise Tour last year to Alaska on Princess Cruise Lines. Since cruises were cancelled we opted for their refund rather than re-book. We were told in early April we would have our refund ($7, 617.40) within 60 days. It is now greater than 90 days since our refund request was received by Princess (and more than 9 months that they have had use of our money.) I do not recommend anyone should book a cruise for the next 5 years until they get their finances straightened out and I certainly would not recommend Princess Cruise Lines, owned by Carnival which also owns Holland America Cruise Lines.

I cancelled a cruise on March 19th and have not received my refund after 61 days. I was told I would get a refund around 60 days and it hasn't happened. My refund is over $8, 000. My cruise was for Sept 21st 2020. When I complained today the customer service rep "Tenika" gave me a bogus email address to complain to. "[protected]@princesscruises.com" which has made me very angry and obviously a plot to get me off the phone.

My wife and I were scheduled for an Asian cruise from Singapore on February 1st - 12th.
Booking #XLGGDM. I filled out a refund form and mailed it on Feb. 17th.

I received a refund for the cruise portion of the trip $2, 918.72.

I booked independent air fare for this cruise. I was told that my airfare would be reimbursed.

It has been 2 months since I have had any communication with your company.

Please respond. Thank you,

Robert C Boulter
17397 Foremost Ln
Port Charlotte, Florida 33948
[protected]@yahoo.com

Booking number XR3V3D, Voyage number G007.
The price for the cruise in february was high for an inside room but I was told that a first time cruiser with Princess would get an upgrade. This did not happen as the Princess employee did not put in for it as I was told. The cost was$1, 996, 24 for and inside room. I specifically told Princess when I booked this thata the only reason we were cruising on this cruise was because my husband had found out that we could be in the Genuis Book of Records and get our Vows renewed with Captain Stubbing for the TV show er grew up watching. I booked an excuision, the drink package and a beer package and the photo package. I called back to confirem the vow renewal and was told I had not booked this to my surprise . I told Princess again why we wanted to take this cruise and renew our vows with Gavin Mccloud. Very quickly I was told I had to purchase a renewal so I did which was over $200. I was told that I could not board until after 2 pm, which was not accurate. I also asked did Princess give any military discounts and was told no. Imagine how upset we were to get onboardon the (th and find out that we were suppose to get a $250. on board credit if we sent in our DD214, which would have beenn no problem. We went down to the front desk and inquired about the vow renewal date as otheres were telling us that they had a notice in their cabin about the event they signed up for. we were told the cut off was over and there was nothing that could be done about it but we had booked a private renewal with someone other than Mr. McCloud. By then I was in tears. One of the supervisors ccame out and explained that Gunesis had cut the tie off, gave us our money back on the renewal and we were devasdate. I just wanted to go home. The supervisor Dean, was very nice and did out credit and a $200 on board credit sent us strawberries and champange this was all he offer at that time. We tried to get our military on board credit but it was denied as this is supposed to be submitted two weeks prior to sailing . which we were told that there were no military benefits.. My husband faithfully served his country for 32 years and retired a LTC and this was how we were treated even though it was a mistake done by Princess. That was not all. we requested early seating for dinner and got a &:$% seating and missed all shows that we were interested in because it took 2 hours every night to get our food and get out of there. Shows started from 7 til 9 every night! The first night on board our toilet was leaking out on the floor and it took 3 days to get it fixed even though housekeeping put it in on the first day. Also there was hair in our sheets when we turned them back our housekeeper did change them promptly. The last night on board we laid our clothes out for departure and put a bag of quarters under them so after dinner we were going to go to the casino. We were so late getting out of dinner we decided to just go to bed. I did notice the clothes were messed up but thought my husband may have done this. The next morning we got dressed and departed on the drive home I asked him what bag did he put the quarters in and he said he thought I had put them in something. So we had approximately $30 dollars in quarters taken from our stateroom. Dean did arrange for Gavin McCloud to do another renewal on Valentines which was very nice but the upset of not doing what was planned for about 5 months was very upsetting. The only other thing about the dinning was we were located on other end of the boat and our dinning was on the opposite end of the boat. So what was supposed to be the cruise of a lifetime for us after 29 years of marriage was quite a disappointing cruise. I must also say that Phoebe the lady who was to help with the shopping was quite rude and not available . On our last stop in Cozumel in our brochure it had coupon for Columbian Emeralds that we could purchase a Marahlago Bangle bracelet for $25 each or buy 2 and get one free. Upon arriving at Columbian Emeralds we were told that they did not have the bangles so we went in search of Phoebe which we were told she would be available for help at one of the stores listed on our Guaranteed Shopping Map. She was no where to be found. And had apparently gotten off the boat in Cozumel for a vacation. This is the first time we have ever had a complaint on any cruise we have taken. We love to cruise but this was not a cruise experience that would make us want to go on a Princess cruise again.
Sincerely and respectfully, Tamyla and LTC Paul James III