Princess Cruise Lines
Reviews and Complaints

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!

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.