Princess Cruise Lines
Reviews and Complaints

12 day British Isles Cruise with Regal Princess on May 8th embarkation from Southampton Port, England.

Me and my mother booked and prepaid for the Princess Cruises Reservation team with our Princess Cruises Casino Voucher. Reservation was made in 2022. The reservation customer service said everything was paid for, ordered our ship cards/medallions and to get ready for an enjoyable cruise experience. My mother received an email from May 3rd saying our cruise was cancelled without an explanation. We called Princess Cruises for an explanation and could not get reach anybody due to their wait times. We flew on May 4th all the way to England from Vancouver Canada. We called Princess Cruises and were put on hold and spoke to various reservation team members. They all gave us mixed answers whether the cruise was confirmed or cancelled. This calling and being put on hold for 1 hour ruined our London vacation. very depressing. The reservation team (Laiza, Rosia, Steven, Lucia) even emailed us confirmation emails suggesting everything was okay. However on the day of boarding the ship at Southampton, the check in desk said our Cruise was cancelled. My mother was so frustrated and is over 70 years old, had heart flutters during the issue arguing with Helen the Princess manager at Southampton Port. Helen insisted on us taking a train to the next port that may or may not allow us to board. Our checked in five luggage was returned to us. After finally contacting and begging the Princess reservation team which was previously closed, The ship staff Eniko, Veronika and Dragon helped us register and board. After arguing with the staff at Southampton and paying a fee, they allowed us to board. Why the 2022 reservation team say everything was okay and prepaid. Why didn't any upper management from the reservation team communicate in a timely manner with the ship boarding /registration department during this emergency and assist us? We want a proper explanation and proper compensation.

We went on a siblings cruise to Alaska. We returned with five of us having covid. The cost of Paxlovid alone (for Covid)was $750 and it was expired. There were at least 60 people infected - judging from the numbers we saw in the covid disembarkation place. One young couple couldn't afford the drug and the poor fellow collapsed on the way out. Your policy may have led this newly-wed to his doom. Shame on you.

At home (WA) the medicine is $30- along with the testing and consultation.

Perhaps something is wrong with the air circulation. At any rate, having an overly costly med with a highly contagious virus only discourages people to buy it.

I have NEVER had a worse experience then I have try to get help from Princess Cruise Lines! I've waited oved two hours when it states the wait time is 5 minutes, only NO ONE ANSWERS! I've left my phone number in line fo call back, but never get one! I've tried their LIVE CHAT, but yet again, NO ONE ANSWERS! I cant wait for our cruise in December 2023, because WE WILL NEVER SAIL WITH THIS COMPANY AGAIN!

Booking #5Q7V8M

We are long standing Princess customers having reached Platinum status with my wife after taking many cruises. We both are Canadian pensioners aged 80+.

My purpose of writing is to ask for consideration to review flight cancellation fee policy. I booked a 7 night Caribbean Cruise in June,2023 sailing on February 4,2024 from Fort Lauderdale. We also used Ez air services to book return flights from Toronto to Fort Lauderdale with West Jet airline. As West Jet announced the dropped prices, we went on-line to take advantage and rebooked the same flight with new prices.

To our surprise, Princess charged air cancellation fee of $1136.66 CAD to my visa card which I disputed but was not able to get it refunded. After change in our health situation, I decided to cancel the cruise on July 22,2023. This automatically cancelled my flight booking. I got confirmation of this cancellation with a notice of once again air cancellation fee of the same amount.

We are appealing to you and requesting that the air cancellation fees be refunded.

with regards,

Ramesh & Leona Juneja

[protected]

Brampton, Ontario

Canada

I was on a princess cruise from June 11 - 18, 2023 (booking #4C2W8K).

I booked a massage for June 11th and another service on the 17th. I was charged $807.73! This figure includes 2 retail sales, 2 body services, and 1 spa special treatment. I have no idea what all of this is.

Of course I agree with 2 treatments since that's what I received. The 2nd one was supposed to be half price. I also have no issues with the service charges. The remainder should not have been charged to my account. The absolute maximum amount I should have been charged was $353.58. Every day my credit card is being charged interest on these overcharges.

I am a loyal member of princess however I will never cruise princess again. The level of incompetence of people working for princess blows my mind. We had to cancel a cruise under 50% penalty so Princess witheld 50 % of our cruise fare no loyalty there had they waived that penalty if we put our money toward another cruise you would think would benefit them but no they didn’t do we figured screw Princess we will pull out everything and it’s been over a month passed the 10-15 days to receive a refund for our excursions and we still have not received it. When I called for the 5th time to follow up I find out that no one put in the request after being told it was expedited. Now they are saying it could take up to another 15 days. Princess is not taking any accountability for their mistake where are their consequences for being in violation? Personally we should’ve received our 50 % cruise fare they held from us back for them being in violation of issuing us our return which is a lot of money. I have never been more irate and disgusted and dissapointed in princess cruises. Be aware when contemplating this cruise line I will not sail with them again after this fiasco.

I am a long time cruiser but have never cruised Princess.

After booking and paying for my cruise starting 14th August from New York to Greenland, I got online to "register". The website is very poor for a big company. I struggled with completing the registration and actually had to abandon it at one point because it kept freezing my nationality to Cocos Islands! (I am both a US and Canadian citizen). Thinking it could be my computer I shut it down and tried again. Same problem.

Then I called the Princess 'customer service' line. Frankly I think it should be called something else. Anyway, I told the agent that it was hard to hear him because there seemed to be a party going on in the background. I was mildly joking as I couldn't imagine it would be, but yes, he confirmed that there was an office party going on near his desk. I suggested he move away but he said no. I eventually gave up on hearing him trying to solve my problem which, to be fair, he did seem to be trying to do. He did say that someone would call me back in a few days.

The next day I got back on my computer and the problem did resolve itself but I remain convinced that your website is extremely poor and your office parties should be moved to somewhere else.

I consulted with the friend I am travelling with, but in separate cabins, and he had similar issues with the website (but did not call 'customer service'.

And, customer service never did call me back. Now, to be fair, they could have seen that the initial problem had been resolved but it would have been true customer service to have called and apologized. That would have really impressed me.

But it remains to be seen how the cruise goes.

1. The boat had engine trouble most of the time which impacted the timing, port experiences, and excursions. At the beginning they said one engine wasn't working so we would be moving slower, I don't know if it was ever fixed.

2. When we arrived at each port, the crew seemed very unorganized and it took hours to get off the boat. Then because we were late, our time at each port was extremely limited.

3. The bar charges - I made sure to clarify when I ordered that we had the princess plus package. The last day, my husband and I were both charged for several drinks and were well within our limit since it was the night before we left. Leighton is 5 and definitely was not ordering drinks or anywhere without us.

4. We missed Amber Cove and the captain said it was due to weather, but we were moving slow and behind the whole time. When my family looked up the forecast, there were no storms anywhere near us.

5. The boat seemed very run down and not well kept. There were tears in the beds, wrinkly sheets, extremely smelly hallways, holes and cracks in the deck, tiles missing, etc. It was the least maintained cruiseship that I have been on.

6. Many other people on the ship were frustrated with over charging, not being reimbursed, and the disorganization of most of the trip.

7. We were reimbursed for the excursion on Amber Cove, but it definitely didn't replace the disappointment. Again, the boat was having issues and rumbling along the whole time. Our drinks were literally shaking on our table every night at dinner with our chairs vibrating. I have only been on 2 cruises before, but my inlaws have been on several and have never felt anything like it.

8. It seems like we experienced many "weather" related issues that impacted our cruise that may have been an excuse to not be held liable.

9. The value for the money was not up to par. My family of 3 alone spent over $6,000 and we had no time to explore ports, had one port canceled, and spent 3 days at sea jammed on the boat. The lines were insane, nowhere to sit, and it felt like Disneyland all 3 days.

10. The communication was not very clear and it was hard to understand what was going on and what went wrong to justify some of the decisions that were made.

11. We had a great deal of support with luggage and directions from Princess until our flights with Delta. The traveling from Saturday to today was an absolute nightmare. We got separated from my inlaws last night, were put up in two run down hotels, and just had issue after issue. I understand this isn't directly part of the "cruise" but we could have used some help since we had flight protection and booked everything together.

Re: 2P4N5X

26 members of our Senior community booked a Princess land-cruise trip to Alaska. At the last minute EZAIR changed our flights. Everyone flew to Anchorage via Dallas. We were sent through Chigago. We never made it;plane diverted to Champaign,Ill. No explanations, no help. Nada! Princess advised we try to get to O"Hare. Had to rent a car($600.), got there an hour before departure, but American Airlines refused us and told us there were NO flights till after our ship"s departure.Had to stay at the only available hotel ($281,90) spoke to my P. rep and she informed us that she could do nothing , to file a claim. We filed a cancellation claim with Aon ((insursnce purchased through Princess)and were told they had lots of claims: to be patient. 6months later we received 2 checks for $500 for trip interruption. We had over $9000, in expenses.We returned the checks and demanded trip cancellation fees, Decided to report this to our credit card bank.

They investigated and reimbursed us most of our cruise cost. We asked Aon to return the $500 checks to cover auto and hotel claims.Now I"m being charged the total cost again and to present evidence of everything again.

An agent from Princess Cruises booked me on two different cruises without my authorization. In fact, I asked him to not book. I’ve since emailed and left numerous messages asking for booking 5NMHVP to be canceled. No response from Ron Hall. I’ve since had a Live Chat with Princess Cruise Line and the response is “For the cancellation of booking 5NMHVP, you need to call your travel advisor for it to be processed.”

This is very frustrating and completely discouraging for future bookings

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

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, 

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.

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!

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

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.

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.

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.

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