Princess Cruise Lines
Reviews and Complaints

Good morning team,

i am a staff member from the revenue department with a concern more of a burden,
The top management fron the ship ( Diamond Princess) is forcing us to the the extra job all most every single day. adding to our regular job we have trainings meetings which are mandatory then drills.
We understand that extra duties are needed for some surprise situations but every single day to call us for some or the other side duty which is quite annoying now. For example some times they call us to do side duty from 6:30 am to help with passport duty, gangway duty . As revenue department some time we finish work 11pm as shopies and casino department finishes 1 am if lucky or may be later, but thats fine because thats why i was hired for, to work in that department and even if i did some extra hours its fine i may make some extar sales which Indeed will add to my commission or as casino department i make extra tips. But then early in the morning they call us for side duties which leaves us very little time to rest and also we cannot actually concentrate on our main job which is actually paying my salary. some times this side duties lasts for up to 4 to 5 hours with any breaks.
as Jan Swartz said in a recent video msg that we shold take pride in what we do, but how can we be proud of when the ship management overloads us with so much extra work. we have put forward to our manager s with this concern and when our managers goes and shares this concerns with the ship executive management, they reply saying" iits your job just do it "but its not fair for everyone to be forced for so much extra unpaid work.

i would like to offer a suggestion to increase the number of volunteers for these side duties is to pay extra hours worked, may be you get some people who really need the money and have time to spare. but us i wouldn't do it even it paid $5 an hour because i like my off time to rest and get ready for the next day.

i wanted this mail to be anonymous. so please dont try to find out who wrote this, instead Can you please look into it and find a permanent solution which not includes the us not doing the side duty .

Hope to see a change
your sincerely
Consumate Host
Princess cruises crew.

I have written concerning this, but have not received an answer. We are in late seventies and Princess assigned ship cabin that had bunk beds, forcing us to wrench our backs trying to get in and out of the bed, trying to avoid the bunk beds and banging our heads.

Then the air connections returning were very bad for our age. One was 15 hours in airport before flight and the other was in Detroit trying to get from Terminal A to other end of Terminal C in 1/2 hour. Made it running up and down escalators and on people movers and trams. Princess did replace a suitcase that arrived broken at wilderness lodge (of course did not compare to mine.)

Only justifiable resolution is refund.

During this cruise to Alaska your personnel almost killed my daughter with severe dairy allergy TWICE.

First time, on the first lunch at the cruise on June 24th at the Donatello.in spite of all our warnings, and previous conversations with Mr. Beppe, Maitre d', she ended up in the medical centre with severe anaphylaxis that required three shots of Adrenaline. Both the nurse Pey and the doctor Cesmee can testify about it. We spent the afternoon at the medical center worried about our daughter's life instead of enjoying the Hubbard glacier.

Apparently, as Mr. Nando the Food and Beverages Manager told us, the waiter gave her gluten free food instead of dairy free food.

The second time, occurred when you wanted to compensate us for this enormous disaster with a dinner at the Sabatini on June 28th. Again she ended up in the medical center. There were traces of dairy in the chocolate of the desert.

As you can understand, this is, by no means, my idea of a vacation, specially when you assured me, while booking the cruise, that you could handle my daugther's allergy. And we informed you in advance, both on the phone and in writting, (I have the mails with me) and also when we set foot on the ship.

And specially when, after the first incident, we wanted to leave the ship and MR Nicolás, Customer Service Manager,  asked me to stay and personally guaranteed me the safety of my daughter.

Therefore, I expect your company to compensate me for this awful "vacation" by refunding me the full amount of the cruise.

I will also inform my local BBB and the Consumers Protection offices.

Your personnel needs extra training dealing with food allergies. I seriously warn you that you may end up killing somebody one day.

We will be expecting your call and your answer.
Have a good day,

Antonio López Suanzes y Marta González Adalid Cabezas

1.Coral ship decor was so outdated it was 70s
2. Food on main dining was unnacceptable. Poor quality meat cuts and preparation.
3. Staff at front desk unfriendly/ inflexible
4. Accommodations at McKinley and Denali Lodges were shockingly bad. Reasons below
- carpets badly soiled
- furniture soiled, worn, outdated
- mildew all around tub
- water damage on sink backsplash
-view from front door was maintenance shed and stack of tires
- smoke detector dangling from ceiling
- walls paper thin, could hear guest talking on both sides and below at normal volume for conversation

Larry Kerner
Booking HXGVWR
Member # [protected]

Upon arriving at the check in desk at the port in Fort Lauderdale at about 12 noon, I was greeted very nicely by a member of the check in team.
At that time, they informed me that my cruise card was not there, and my wife's was. They told to wait to see if they could find out what happened. After about 15 minutes, they could not find my card. At that point they said my wife could board, and I could wait in a lounge. My wife declined.
I then waited about 45 minutes, and there was no solution. I went back to check, and spoke to a supervisor who was waiting to see what was going on. Still no solution, and was told to continue waiting in the lounge. I waited another 30 minutes, and still no one came to me to explain what was going on. I asked if there was any contingency plan if that I could get on board, and was told no, that they had to print the cruise card, which was being done on board the ship. I waited in the lounge another 30 minutes, and was told that the ships printer was down. Still no solution.
Finally at about 2 pm they gave me my cruise card. No apologies, no explanation, all that was said was I could now board the ship.
Is this any way to treat a passenger, and certainly not a platinum one?
I sent an email while I waiting to my cruise planner, Larry Noone, just to let him know what was going on, while I was waiting, and called him when I returned.
I am a loyal Princess cruiser, but am very turned off the way I was treated, or mistreated.
Princess needs to have some sort of alternative plan, to get a passenger on board should something like this happen.
There are many other cruise lines that I can choose from, and am sure I would not be treated like this.
Thank you,
Larry Kerner

We boarded Golden Princess on the 14 April in Singapore.
When we arrived at our cabin (C248) our cabin steward Francisca informed us one of our suitcases was damaged and one of the wheels was broken off. She found it lying in the corner outside the cabin door. This was reported to reception who organised and attempted to get it repaired which was unsuccessful.
On entering the cabin there was a smell which we thought was because the ship had just come out of dry dock. We had intermittent problems with the toilet for many days (would not flush) so ended up using public toilets which we were advised not to do. We reported the smell in the room to reception and discovered wash water was seeping from the bathroom into the cabin as the carpet in the cabin was wet. After trying to fix the leak the problem still persisted for the duration of the cruise.
During the whole holiday we had problems with the air conditioning. We even had technicians in the cabin who verified the room temperature was 24C even during the night. No matter how low the thermostat was set the room was always too hot which meant we often slept without the duvet.
We also had some other issues with the cabin but these were the main problems. The immigration system in Osaka was disastrous.
This 36day holiday was to be a holiday of a lifetime as my wife had just retired and ended up being the worst Princess cruise we have ever been on. On the plus side all the staff were very helpful.
We were offered $200 each as compensation by reception but felt this was inadequate for the distress we had. It did put a damper on our holiday. We trust you will look into this matter and respond to us as soon as possible with adequate compensation.

During a very successful cruise from Singapore to Malaysia on the Sapphire Princess, dep. Jan 23 2016, Cruise Booking no.DW3H3P, voyage no. H604A.. we paid a deposit for a future cruise as yet unknown, deposit which would be refunded if we did not later go on a Princess cruise after 2 years.
Circumstances have prevented us going on any more cruises and so I am claiming back the deposit, which I understood at the time would be automatically credited to our bank account if not actually used. This has not been the case.
We are Anne Sedman Robb, blue circle member [protected] and Juan Gonzalez Merino, blued circle member [protected]
We look forward to hearing from you at your earliest convenience,
I have sent this mail on 7 April, 18 April and 29 April but have had no reply.
My visa account at Lloyds Bank, where I paid for the whole cruise, was debited for 150 pounds on 5th Feb 2016 when I paid at the future cruises desk of the Sapphire Princess whilst still at sea.
I hope this time to receive a favourable reply... at least the courtesy of a reply explaining what steps I must take to recuperate the money.

We wanted to take the Ghan from Darwin to Adelaide and cruising from Sydney to Darwin seemed a good idea but not on the Sun Princess. The vessel is dated with quite small cabins. Similarly the Princess Theatre is quite small.
The variety of food, entertainment and activities on this trip was fairly ordinary. We appeared to be on a permanent loop of same old same old activities each day with sales oriented lectures/presentations predominant. The enrichment lectures were delivered by a couple for the entire 10 days and it would have been good to get a mix of speakers and topics.
There are three speciality restaurants and two of the three looked fairly empty most of the time.
While there was music in the evenings, the band was pretty loud and was not able to hold a tune for dancing.

My tip? Check out the configuration of the vessel and features including types of activities ahead of time before booking the trip.

I wish to complain strongly regarding the above cruise. In my opinion this ship was not fit for purpose nor were a good number of staff. On arrival our balcony was dirty and the cabin fridge did not work and whilst the air con kept the cabin cool as we went further north and the temperature dropped it would not warm up, also some of the lifts were not workin.On the second day my key would not work and went to reception only to find an hour long line mainly of passengers making complaints.I stopped a steward to help me and was told to go to the back of the line ! Had to wait an hour to get back into my room.On 4 occasions I had to have the key re booted.
When arriving in Vietnam we had to wait for 2 hours for the tender .Passengers were getting very irate and no senior officers came down to sort it leaving one junior member of staff close to tears taking all the flack.Because of the delay we only had 3 hours ashore.
I enjoy an afternoon glass iof cider however although it was on all the bars drinks menu the only places that served it was the late night disco and in the restaurant. When asking the bar tenders to get some they told me it was not possible.Also in the restaurant it was our 4 th choice before we found a wine which you had in stock and even you ran out of that one.
When I went to one of the afternoon entertainments billed as a Ryder cup competition I did expect more than putting one golf ball into a plastic cup
There were buckets all over the ship catching the leaks and the back of the theatre along with other places on lower decks had a distinct sewerage smell.
When we tried to get some advise on the ports we were visiting no seemed interested unless we wanted to book an excursion
This was my 4th cruise and never had reason to complain before However I don't think I will be alone with my complaints as we were on any time dinning and every evening the topic of conversation was about the state of the liner.
I should add that I used to suffer with palpitations but haven't for 2 years but had 2 attacks on this cruise caused by stress One of these attack's took me 12 hours to recover from.
I did list these complaints before I left the ship and also on your survey but not had a reply
This trip cost me in excess of £10000 and the cruise part really spoilt the whole experience.In view of this and the effect it had on my health feel that I am entitled to substantial compensation and not by means of a credit because I have no intention of using your cruise line again

I was recently on a cruise from March 30 to April 27 on the Emerald Princess. We booked a cruise onboard for November 3, 2019 for a 28 dat Europe transatlantic. I specifically told them to leave my booking with Princess because my travel agent was retiring. They said no problem, whoever you get can get the reservation from us. Well it did not go like that. It went to Vision Travel, where my prior agent worked. I have spent hours on the phone trying to fix your mistake resulting in me having to send an email to release my booking. I do not own a computer so this is a great inconvenience to me as I rely on my daughter for her computer. We are loyal customers with Princess and I am very upset. I think if Princess made the mistake, they should fix it. They are getting paid to handle customer service. We are very disappointed and will never book another cruise on board again.
Angela Francella

Angela Francella 639655811B
Angelo Bucci 627118663A

Hello,
I am writing to express my dissatisfaction with Princess Cruise Lines for not notifying me about a flight change just six days before departure. I did not receive an e-mail nor was the flight icon on the summary page flagged. If I did not happen to check for seats on the flight I would have never have known there was a change, so I would have missed my flight home and would have been sitting in the airport at 1:30 am in the morning. The flight has been changed four times requiring several hours on the phone trying to straighten out the flights. I am requesting a cabin upgrade to compensate for this error.

My tour is GA4 Denali Explorer leaving on May 9th from Vancouver.
Tour No. VH2G9G
Darlene and Gary Terwilliger
45 Cindy Lane
Clifton Park, NY 12065
Thank you, Darlene
[protected]

Group: TQ5/The cruse Company
Voyage: 6815/14 days off the beaten path
Ship Coral Princess
Tour date May 23, 2018
Member Number 666634674A and [protected]
Problem: Why are we paying an additional $10.00/person tax charge on our booking when are already paid in full? Princess told our travel agent that the cruse would be cancelled unless the additional fee was paid. The additional fee was paid.
Desirable resolution: refund of $20.00 and explanation of why were charged for a trip that has been paid for.

Cruise Complaint
Qin Jiang Zhao
Member Number:#[protected]

Qin Jiang Zhao / John Drago April 15 2016
187 Tormina Blvd.
Whitby On. Canada
L1R3R5

To whom it may concern:

Prior to coming on board the Regal Princess Miss.Qin Jiang Zhao did purchase two bottles of Crown Royal special edition from the Toronto Airport duty free shop.
When coming aboard the Regal Princess on March 27 2016, late afternoon. We were approached by a ships attendant; he did not acknowledge himself of any status. This male attendant instructed us that it was prohibited to bring any liquor on board ship but will be held on ship to be retrieved. This male attendant then gave us a receipt (actually it was a paper from a note pad and he wrote on it F& B copy). I did question the authenticity of this receipt for it had no serial number, no date, no signature and no title. This male attendant did confirm to me John Drago and Miss. Qin Jiang Zhao that it was proper and to present this receipt to the Food & Beverage Manager and then at that point the F&B Manager would retrieve and deliver our two bottles of Special Edition Crown Royal. We were not advised that the bottles would be destroyed. This employee has misled us. As quests of the Regal Princess we were not advised of the consequence and of any policy enforced.
At the time of our leaving the ship we went to the 4th floor and asked to retrieve our liquor. This employee did instruct us that we would have to return to our room and that our room Steward would make all the proper provisions for us to acquire our Crown Royal. The room Steward then directed us to Guest Services. Not one of the employees that we dealt with were not aware of the ships policy on this issue nor did they advise us. No one took the initiative to take responsibility to assist us in our dilemma and to satisfy guests of the Regal Princess.
We then went to Guest Services when we explained our concern the Guest Service representative was also in the dark on how to help us. I then asked to speak to the Guest Service Manager, we were so distraught. Mr. Dusko Bagic (customer relations manager) and Greg Reyes (bar manager) soon appeared. We then explained our concern, they both were also concerned but were not able to give us any resolution. They stated that they would have to proceed with an internal investigation in this matter. They also advised us to make a complaint report and to submit it to the proper department.
At this time Qin Jiang Zhao and myself John Drago were so emotionally upset and disappointed in any resolution or any support nor any confidence to have this issue resolved in a satisfactory manner. At this time, I was battling a Sciatica nerve problem while on board, if you check your surveillance you can see me limping through the ship.
After being guests of the Regal Princess our farewell was a negative one. We feel we were not supported in our concern, we were pushed to one person and another, we felt neglected and abandoned by the staff that we dealt with on the Regal Princess.
If you review the surveillance tape when we came on board you can see that the male attendant gave us a slip to retrieve our Crown Royals.
Our vacation on the Regal Princess was great but ended horrible. The whole day in Fort Lauderdale was depressing and our flight back was miserable. If we were reassured and that there would be a resolution, then we would have been much more comfortable.
My day was a medical challenge by being so upset my glucose level skyrocket (diabetic)I did inject myself with 50 units of insulin so to return to a much more normal level of glucose.
There should be a visible sign explaining this policy prior to boarding the ship so that all guests are informed.
We have been on other cruises before and all alcohol was held on ship to be retrieved at disembarkation.

The question is why did this employee give us a receipt if not to retrieve our two bottles of Crown Royal. It seems for us that we were deceived.

I will send you copies of all necessary receipts for your investigation. The pictures of the evidence that we have aboard the ship is the pages below these.

We had a great time on board, the only flaw was on how we were treated concerning this incident.

Qin Jiang Zhao: John Drago

Below is the response email we received

Hello,

We have received your recent email inquiry to Princess Cruises Customer Relations. We sincerely appreciate another opportunity to deliver the highest quality service to you.

If your email pertains to a recent cruise experience, a member of our Customer Relations team will contact you in the next two to three business days. However, depending on your inquiry, we may require additional time to research your concerns.

If your email is regarding a pre-cruise question or concern regarding an upcoming cruise, we request that you call us directly so that we may address your inquiry prior to your vacation. Guests calling from within North America. please dial 1-800-PRINCESS and select option 2. Guests calling from other locations. please dial [protected].

Thank you and kind regards,

Customer Relations

Princess Cruises

Note: This is an automated reply, please do not respond to this email.
04/17/2016 10:16:06

My name is Raymond Cranford, and I just returned from a 7 day Caribbean cruise (Mar 11 to Mar 18) with my wife, Catherine Cranford, on board the Regal Princess. We stayed in Cabin E328 during the cruise, and my visa has been charged with an amount for our on board expenses. I would like to receive a detailed invoice explaining the charges and any onboard credits that were applied. Please e-mail it to [protected]@yahoo.ca

My Name is Joy Lee and Doyne Mitchell Jr.
Cabin# A240 Feb.6 - Feb. 16, 2018

On Feb.11, 2018 I went down to Captain Circle at 4:45pm and waited until
5:20pm all I wanted is to ask one question at 5:20pm I spoke to Sibez
and was standing went I talk to her and stated that I book a Japan Cruise
on Feb. 22, 2019 and wanted to see which Airport I was going the land because I needed to book my own tickets, she ask me if I belong to Captain Circle and I told her yes and even shown her my Boarding Card and she
stated that you need to get out right now and wait for the next door person
to help you. I didn't even get 5 minutes of her time and she pointed to
the person seating out side and said next. again she was BLACK and I was CHINESE. is not what you say is how you say it. she has so much hatred in her voice went she said that even the person sitting outside ask me why
she treated you that way. I was so upset that I went to the Front Desk and ask for a Supervisor and told him the situation that just took place. And she is the Boss in that Dept. What kind of Management do you have on Princess ?

BOSS in that Dept. Really bad management on your part.

Date of incident: January 24, 2018, Ruby Princess health center
Booking#: VM4TDX

This is a formal complain about my experience with Ruby's health center and Diana Huapaya.
After attending the Thermage presentation I asked Diana Huapaya about the price and she said it is $360. I made an appointment with her and was told that if I decide to cancel or reschedule I still have to pay half the price. Before procedure Dr.Diana, as she names herself, gave me the Consent for Procedure or Treatment to initial and I didn't notice the price line (which was blank). After procedure she gave me the form to sign and the price was $3162.50. I was shocked, but she said that I didn't hear it right: please try to pronounce three sixty and thirty one sixty two - does it sound the same?
Next day I asked her to give me a copy of the consent form where you can clearly see that the price was written after my initials - the numbers are much brighter than my initials. When I asked Diana Huapaya to give me at least some discount, she replied- you already signed the form! What options did I have if she revealed the price after procedure?
The only result that I have now is a lot of broken capillary on my left cheek.
Please take an action to solve this problem: the price I paid is awfully high (I won't even consider the procedure if I knew the price) and attitude after procedure is far from pleasant.
Please reimburse the money I've spent.

Thank you,
Diana Zupnik
[protected]@hotmail.com

my complaint is I book a cruise with yous and was happy what it, say on my invoice it guarantees me a cabin on lido deck 14, I went on to you tube research the deck was perfect for me as I have had a knee replacement in left and part in right knee 5 mouths ago still find it a bit difficult going up and down star as the deck offers pool bar and dining on one level is my dream holiday but got a letter in yous put me down to dolphin level 9 were I to go up and down levels so I can get to pool it says on invoice you would guarantee me lido 14 I phoned but got no joy stubborn woman on phone on my invoice its says guarantees me a cabin in lido deck the cabin on my fare

ON

on JAN 7 2018 we were scheduled to depart our cruise VWVVMJ from Fort Lauderdale to Calgary via New York. on Delta Airline. We had booked these flights with Ezair on Princess. There was a massive storm in New York and most flights were cancelled. We received an email that our flight from New York to Calgary was cancelled. When I inquired at the customer service desk of the Regal Princess I was told to take the flight to New York and try to find another flight home to Calgary. There were no flights flying in or out of New York. due to the storm for several days. My husband is 77 yrs old and I cant risk having us being stranded in an airport for several days. My calls to Delta were not answered. No one at the customer service desk had a ph number for Ezair. In desperation I called United Air who sold us the last 2 seats on a flight home through Denver. Delta has now contacted me and assured us that we will receive a refund for the 2 flights but it will go to our travel agent who is Princess. So now we are out of pocket $1889 for our new flights, food, hotel and cabs. I am requesting a refund of our expenses less any refund Delta will be sending Princess.
We are Elite passengers who should be provided with compensation for this incident.I can provide you with receipts for the expenses. Perhaps a word with customer Service on Regal asking why they were so unhelpful is
in order.

J

Hello, on the night of November 16, 2017, around 3:30am atlantic time, we booked the 5 nights western cruise #VTCV9D including a $240 discount on flight uf booked at same time(on your ad on your website) photos in attachment . Before booking the cruise, we checked how much the flight will cost with this discount. Your EZ-Air website confirms a price of $147 per person and indicates that we have to book the cruise before, and then the flight / photos attached. After booking the cruise half-hour later, we try to book the flight, but the price was growing at $487 each. After several attempts to find the mistake, around 5:30am we decide to go to bed.

When we wake up around 1:00 pm, I call the number on the screen and I talk to Penny about her problem, she did not see the discount, but after she went to the Canadian site she was eventually find the page where it is written "Air Sale" it ended up connecting to our EZ-Air and confirms the amount of $ 147 with the same options. Then she asked me to wait on the line, after 15 minutes she confirmed that this discount on the flight does not apply to our cruise because it is not expensive enough, we had to pay $ 108 more to benefit from the discount "Air-Sale". In no time, you mentioned that it took a minimum of purchase price of cruise to benefit from the discount, we lost big time by your fault. We did 7 mores cruises (3 with you) and are very disappointed that you're not honoring your advertised discount. We are still bitter with your decision to charge us $ 108$ more.

Claude Letourneau Member # [protected]
& Gina Perrotto [protected]
Repentigny, Québec, Canada
[protected]@gmail.com

French,
Bonjour, dans la nuit du 16 novembre 2017, vers 3h30am atlantique time, nous avons réservé la croisière 5 nuits western #VTCV9D affichant un rabais sur le vol de 240$ (selon votre annonce sur votre site Web) photos à l'appui. Avant de réserver la croisière, nous avons vérifier combien coûterait le vol avec ce rabais. Votre site EZair confirme un prix de 147$ par personne et indique que nous devons réserver la croisière avant et ensuite le vol / photos ci-joint. Après avoir réserver la croisière 30 minutes plus tard, nous essayons de réserver le vol, mais le prix affiché était de $487 par personne. Après plusieurs tentatives de trouver l'erreur, vers 5.25h am nous décidons d'aller nous coucher.

À notre réveil, vers 13h, je téléphone au numéro indiqué à l'écran et je parle à Penny, et lui explique notre problème, elle ne voyait pas ce rabais, mais après qu'elle s'est dirigé vers le site Canadien elle a fini par trouver la page ou c'est inscrit "Air Sale" elle fini par se connecter sur EZ-Air et nous confirme le montant de 147$ avec les même options. Ensuite, elle me demander de patienter sur la ligne, au bout de 15 minutes elle me confirme que ce rabais sur le vol ne s'applique pas à notre croisière car elle n'est pas assez chère, nous avons dû déboursés 108$ de plus pour pouvoir bénéficier du rabais "Air-Sale". En aucun temps, vous avez mentionné qu'il fallait un minimum de prix d'achat de croisière pour bénéficier du rabais, nous trouvons inacceptable cette surprise et surtout tous ce temps perdu par votre faute. Nous en sommes à notre 8e croisières (dont 3e avec Princess) et sommes très déçu que vous ne respectier pas votre rabais annoncé. Nous restont amer avec votre décision de nous charger 108$ de plus.

Dear Sir/Madam,

I have been guest on the Caribbean Princess Cruise ship from 09.25. to 10.22. this year. During that time I had some expenses which I paid with other card, but my money is still trapped on the one you had on records. Money that was reserved during first cruise has been released, but the remaining $352.26 not yet. I was sure I need to contact my bank, but bank directed me back to you, so I feel bit concerned.

Would you be able to assist with this issue?

Thank you and best regards,

Branislava Linda