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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]
