Princess Cruise Lines

Cruise cancelled twice by Princess due to covid restrictions we now need to cancel due to health reasons gave 3 weeks notice, see reply from IGLU attached.

Details as follows : Robert Clay and Heather Clay

Gold members [protected] [protected]

Booking no.2QCT8V

Agents IGLU

Sky Princess

Voyage no. Y214

23.4.22

Southampton to Norway 23.4.22 to 30.4.22

Cost 1740 excluding deposit from original cruise in Sept 20 458 ref 963610

19.9.20 booking no. XRVV7R original booking

I have attached a letter from Regal Princess as we were on Voyage G128Q BR: 2H8K3W on 30th Sept 2021.

We had trouble with our cabin that needed urgent repair in the ceiling & got little sleep so the Guest relations kindly gave me the attached letter stating £150 credit per person on a future booking for Stuart Carbran [protected] & Amanda Miller [protected].

When Cruise.co.uk looked up our account it had not been activated or set up for us.

They then called & was told that a cheque had been issues or set up with PayPal.

We didn't expect the £150pp sent to us as it is a credit on a future booking.

The cheque sent to us was for a completely different thing.

That was for reimbursement for PCR Tests on return as we were told they would be refunded by Guest relations on board & nothing to do with these future credits due to a problem with our cabin.

We are about to book another Princess cruise on the Enchanted Princess departing Southampton 4th May 2022 & are extremely angry that we now cannot book because our future credits were never set up.

If we miss this opportunity to book the cruise we really want to go on & this also suits our work itinerary, we will have to take further action & we shall seek compensation for the incompetence of your staff on board & the inconvenience & stress caused, although I must say they were very pleasant.

It doesn't look good for Princess Cruises if they issue letters of intent & don't follow them up to fruition for their customers.

Also we both took time off work to call your customer number [protected] & gave up after being held on for over 2hrs.

Terrible customer service to hold people on for that amount of time.

I look forward to hearing from you ASAP so we can book this cruise for 4th May & don't miss out.

Yours faithfully

Stuart Carbran

Amanda Miller

[protected]

On Saturday, March 26, 2022, I noticed an email that we had been upgraded from the Cabin #A707 we had chosen on the Emerald Princess. The cabin they were trying to put us in was a deck below with a connecting door and an extra bunk. Immediately, I phoned Princess to get it changed back to the cabin we had originally picked, and it was within the 48-hour time limit. I thought it had been resolved until this morning when I opened our email only to discover that we didn't get our original cabin back, but it was one nearby. I called Princess Customer Relations and remained on hold for 3 hours, and during this time, I learned that we were moved, not so much as an upgrade, but to accommodate someone else who was traveling with others. I asked Customer Relations if they could move the people who were in our original cabin to the one they had put us in, and at first was told no because they were traveling together with someone who had the cabin next to it, but after I explained that it wasn't the right thing to do, and I was displeased, they were able to get it changed back.

We have been cruising with Princess for a while now and this made us feel

undervalued and underappreciated.

My wife and I booked a cruise on the Majestic Princess (March 12-19th 2022)

We were told that we would have to provide a negative covid-19 test as well as proof of vaccinations to board the ship. (Which we provided). We were also told that Princess Cruise would provide a covid-19 test for us when we leave the ship so that we could return to Canada.

We disembarked and made our way to the Shuttle Bus to LAX that we paid Princess for and I inquired to the staff where we were to take the required test.

They told us it would be at the Airport for us when we got dropped off.

When we got dropped off at the Airport (LAX) there was no promised test.

We had to find a testing place at the airport and hurry to get our results in time to take our flight back to Vancouver. This was very stressful and frustrating.

When I called my travel agent in Vancouver to find out what went wrong- They informed me that they were not responsible and when I called Princess and waited on hold for 45 minutes I was informed that they only provide test for people traveling to Europe.

Apparently it is up to me to confirm that what I am told by my travel agent is actually true. All my travel agent was willing to say was that they were sorry but they were not responsible. The crew on the ship were wonderful but the information given to me when I booked was not accurate. And it made the last day of our vacation far from wonderful.

Booking orders: 2L8MXP (M227A 18 days Orient - Japan) has been cancelled & Princess send us a letter (see attached copy) giving us three options: 1) transfer to a recommended cruise. 2) A 110% future cruise credit. 3) A full refund. We have until April 15 to select an option.

When we call [protected] request to working on a replacement cruise or equivalent cruise, Princess denied with a simple reason: These options are not for the Casino booking. We only have a refund option. When we request review the letter that Princess has sent to us (say nothing about Casino) then the operator transfer us to others & others. We already purchased travel tickets, hotels ..Please review because this is not right, not with the guidelines from Princess. Princess should follow the guidelines that they sent to us notify how we would like our booking handled.

We just want to re-booking the order.

Booking 3P8T2W (M307A 17 days Souththeast Asia) has been cancelled & Princess send us a letter (see attached copy) giving us only two options: 1) A 100% future cruise credit. 3) A full refund. We have until April 15 to select an option. When we call [protected] request to working on a replacement cruise or equivalent cruise, Princess denied with a simple reason: These options are not for Casino booking. We only have a refund option.

Again, we just want to rebook not a refund.

We are currently booking so many cruises from Princess this year & future cruises. This cancellation is not convenient for us at all. Please review & help us. We would like to have a chance to re-booking these two cruises. Thank you for your help.

Dung & Anh Tran

17879 Via Casitas, Chino Hills CA 91709 - USA

[protected]

Email: [protected]@yahoo.com

Princess member: 657724407A

Princess Caribbean cruise line this is my second attempt filing a complaint I was on the January 9 cruise booking number 2P9H7R cabin number D3 11 I have to have wheelchair assistance and I had to use a motorized scooter when I was mad at the bus to get on the ship there was a porter with a wheelchair but there was not another assistance to take my carry-on bag and my two other bags the porter put that heavy suitcase on my lap put one of the bags on my right handle of the wheelchair so I could not hang on took the other bag and put it up on this one he steers the wheelchair up with the same thing happened to me on the way coming down there was no on to take the bags this was very painful on my legs and I was very upset I told him so and he had no response when I get off the bus at the airport they parked almost a half a block away even nine I was not able to walk that I had to sit out in the sun for almost 30 minutes before they finally got someone with the wheelchair to come and get me I have been planning another cruise with your cruise line but I am very very upset about how I was treated Will wait for your response my email address is [protected]@hotmail.com thank you for listening again I am 74 years old . I have not put it out on Facebook so your other customers can see this I thought maybe we could settle this between you and I. will bb waiting for your response.this was 1-9-22 and 1-16-22

We just return from a princess cruise. We could not download the medallion app and have not received a detailed bill for the cruise although the charges did hit our credit card. I was told in the last day of our cruise that we would be receiving an email detailing all of our charges but never received it.

Our booking number was 3R8M5K on Regal Princess.

I have just spent 1 ¼ hours holding the phone trying to contact Princess Cruises and have tried all other possible ways to contact them with no success

The phone message told me to look at FAQs but they do not answer my questions.

It also told me to fill in ‘the short contact form’ which again gives no relevant options so is useless.

I have tried to email but cannot find any email address.

I was on a cruise #2T6M3V room B423 and on the last day of the cruise I purchased two shirts from the store but the cashier only put one shirt in the bag and I didn't realize it until we got home. so if you could possibly credit my account ending #5149

thank you Mr. Joseph G. Caciopoli

1907 Hollybrooke Road

Edgewater, Fl. 32141

this happen today but it happens all the time your workers have no common sense I have so many scars because of princess cruise i hurt. First such a big company i should not have to Waite one hour to talk to someone. Second this guy Robert that picks up is plain stupid. I tell him who I am # [protected] I want to hold two Balcony's next to each other and I tell him the ship is filling up. He does not listen. He does he procedure with out doing what I ask. It took 33 more minutes for me to get through his procedure for the first cabin. Meanwhile the 8 cabins that were available on the 10 floor had booked with someone else. What wrong with this picture. Princess better wake up you are loosing customers. I get flyers from a lot of cruise companies. I already canceled one cruise for this year. There was a clusters of mistakes when I cruise in last December 2021. You know last two years I have booked and sailed and three different call ins was answered by the same guy. But he was précised. Once I said my name, he remembered me. He told me he was retiring. good man I am so upset with this Robert guy for being so stupid. I am done with Princess Cruise line.

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!