Princess Cruise Lines
Reviews and Complaints

Dear Sir/Madam.

My name is Margaret Riseley. Our Captain Circle member number is [protected] & 1625.

My husband & I are cruise lovers with Princess nearly 30 years. We have waited for Princess 2025 World Cruise since COVID had subsided. Recently, we have received 2025 World cruise flyer from Princess with many interesting points which we are very keen to experience. (That will be our bucket lists being fulfilled.)

From the flyer is NOT quoted the Balcony cabin price from Salalah to New York.

As my medical reasons (I have to do physiotherapy treatments every 5 days for the last 2 years since Covid vaccine injections paralysing me), otherwise I could not walk & sleep.

I could not participate Sydney to New York 77 days long journey,

rather than 55 days from Salalah to New York . Would Princess be kindly grant us our wishes and quote us the balcony cabin price on this 2025 world cruise.

From your records, we did 2 half of world cruises in 2010 & 2013 respectively. We also have two pre cruise deposits in your system.

Your consideration on this matter is much appreciated.

I can be contacted on [protected] or Email: [protected]@tpg.com.au

Best regards

Margaret Riseley

The prepaid transfer terminal to airport at the end of the cruises failed, no busses available for hours, no controls for the lines no clear communication on what was going on or what to do. Ended up missing our flights, now we are trying to get a simple document from princess cruises to file a delayed trip claim with the travel insurance, can not get through to customer service, several hours on hold, transferred to wrong department then told to call back because nobody is in the department that we need. Entire cruise was a logistical and quality disaster, embarrassing service, horrible food, up charges for the most basic things even with the pre paid premium packages!

Fraudulent credit card statement. Our balance was $0.00 on our final statement. We had all the packages and free laundry with elite also $250.00 military on board credit. When we disputed the charge of $1213.00 from princess with our credit card princess sent them a statement with charges we had included in the packages. It was not the statement we received at the end of the cruises. Booking #3mmp4r.

Good Afternoon: My husband and I went on a cruise on the Caribbean Princess in Sept 10, 2022. I always book my excursions with you all and on this booking we were unable to dock in Sydney due to high winds. i went to the desk to have our refund credited to our account and they stated a check would be mailed to us allow 3 to 6 months. I thought this was strange but what could I do but wait. Well it has been way over time for the check to arrive. We stayed in Stateroom R259 our number was B235. Linda and Bryce Ellison and our numbers are 501069874B and [protected]. As you can see we are loyal customers, and have been on another cruise since then but this leaves a bad taste in my mouth. The credit card I used on this trip was compromised so it was closed and there was no way to credit my money back, but as they said a ck would be sent. I don't remember the amount but you should have a record. Please help us get his justified. Linda Ellison

Hi Tyler,

I am very disappointed on how badly I was treated from not only by you, but the entire Princess staff.

I was shuffled around to a dozen different person, repeating my situation every time, half the time, I was either disconnected, sent to a wrong department and finally the phone number you gave me doesn't even handle hotel reservations. I even got a guy name Ken from the Philippines on Sunday, who sounded either high on something or drunk. He kept telling me to call back on Monday and it will all be taken care of. Laughing & giggling during the whole conversation. Then when I went to cancel my transfer ride from the airport to the hotel. The guy could cancel it but told me that I could not get a refund or a credit to my account. It took a half an hour and he had to get another person or two to figure it out. I spent two days straightening this whole mess out.

If you or the flight person can see that when I have hotel reservation date and a transfer ride, the flight department should be able to see that I did not have a hotel for the night. And kindly asking and reviewing my trip would have been helpful. I know you get many calls and emails throughout the day. But customer service is very important and a little care would have been nice.

I am to the point of asking myself what is the importance of your job to me when you are no help or assistance in making my cruise enjoyable. No one wants to take responsibility for doing their job. I have referred many people to you. Now I would be embarrassed too.

So I ended up canceling my transfer from the airport to the hotel. I called the hotel directly and got a room with no questions. I will take a cab or Uber instead to get to the hotel.

Maybe from now on I will do my own planning instead of using you. You do not seem to care anymore and I am sorry that you feel that way.

Sincerely,

Wendee Omi-Leong

287928979B

This is what sent to my Cruise personalizer person. You can email me at

[protected]@yahoo.com or call me at [protected]. I have been with Princess for awhile and of Elite status. Dave from Ocean ready was supposed to call me back today and as of yet he has not. I get a lot of that of staff not returning back or disconnecting me. But I think it would be quite helpful if someone does contact me. While being on the cruise you strive and deserve the #10 rating. But trying to get on the cruise ship and to get a package done is very frustrating. I had a bad time in Bueno Aires and Santiago, now for Alaska. Very disappointing!

My husband and I were on two 15 day cruises on the Emerald Princess in Jan 2023. We both got Covid on the first cruise and were isolated for a full 10 days each which meant that we were isolated for parts of both cruises — but the majority of days were on cruise #2 from LA to Ft Lauderdale. Before we left the ship we were told what amounts that would be given to us as credits towards another cruise for our days confined. The amounts for the first cruise $909.67 for my husband Earl and $454.83 for myself. Those credits appeared on our accounts by the time we returned home on February 4th. However the credits for the booking number 3NDQHL have not shown up and calls to the 800#, letters etc. have not resulted in a reply. The credit amounts for the second cruise are as follows: $1,364.50 for Earl Klema and $1,819.33 for myself. We have to book and use all of these credits before the end of January 2024 but we can't even book a cruise to use them until they post to our account.

We have two Princess cruises booked in March and April 2024 but can't use the credits because of the time limit imposed by the cruise line.

My husband and I were looking at cruises and my husband got an email from Tasheca Wise informing him to call her and that way she can get the best promotion and so on. I put a cruise on hold as I wanted to talk to her and see what the best deal would be. But as the day approached and I had called her 4 times and left 4 different voicemails I never heard back. So I put a $200.00 hold on our trip. Still wanting to talk to her about getting our room reserved I still got no call back. She did email and say she saw we booked a cruise and would be happy to help.

So, this morning I called princess cruise and waitied for an agent to help me. After an hour I got my room booked. But I inquired about Room #L201 but could only get Room #L229 which is my second choice. The lady wouldnt say why I couldnt book the other room. I then Emailed Tasheca and told her I was disappointed in her service and that maybe she could answer my question about the room and gave her the information. She wrote me back on an external email. Booking #5W3D9R

As a result of Princess Cruises cancelling a Scandinavia and Russia (Baltic Cruise) 11 days cruise (Copenhagen return) for May 2022 and subsequently having to make adjustments for booked associated independent flights to and from Copenhagen i.e. changing to another Baltic cruise (Southampton return) with one flight changed to London and the other being cancelled completely. I lodged an "out of pocket" expenses claim directly to Princess Cruises claims (Australia) via email on 5 November 2022 and eventually, after having to follow up; was advised on 5 January 2023 and reaffirmed after advising this was unacceptable on 20 February 2023 to claim through my travel insurer in the first instance. This is unacceptable; as if claimed through my travel insurer I have to pay an Excess which reduces my return substantially by a third.

I also lodged an "out of pocket" expenses claim with Princess Cruises on 27 February 2023 via their Contact website and to date have not received any response to my claim.

Previously in 2020 I have made a successful claim for "out of pocket" expenses without such a condition.

Hi

Here I am going on a world cruise in 37 days and for weeks now I have known that there were no excursions available for the key highlights of my cruise for me i/e/ greenland and iceland going among the icebergs. These have been sold out for months and I have been feeling disappointed before even boarding the ship in 37 days. India trip all booked out too.

Easter Island and Komodo Is I need to take alternative to the desired trips. I know it is first come first served but am disappointed as I had no reminder or info send to get on line before my final payment which is when I thought the excursions would be available.

I am elite and have cruised with you for 20 years and here I am disappointed before I even get on the ship.

I would cancel if I could afford to lose the money.

At 70 I can't afford it and save a lot to go cruising,.

Just feeling disappointed... help...

My name is Wah Lin Ho member #[protected]. (emai: [protected]@gmail.com)

During the pandemic period, I had booked a few cruises with Princess cruise and some of them cancelled or re-booked by Princess cruise. My paid deposit were put into future cruise credit. As there are many changes in the past 3 year, I did not aware that the future cruse credit got an expired day. So it was expired and automatic cancelled when I make a new booking on 5RVM6C. My future credit ID # [protected], USD $329.5.
Please help. Thanks.

April 20, 2023

My Name is Carmen Casa and my booking number was 2TCMGH and we travelled on the Grand Princess from Melbourne departing January 27th to New Zealand. I was part of a group of 18 friends.

We took out a drinks package and decided to cancel it two weeks prior to sailing. Was advised that the money would be refunded. This was on 10 January and it is now April and we still haven’t received the funds. On making dozens of calls we were first advised that Princess refunded the money on the 20th January. We have never received the funds and have even supplied the credit card statement they allege the funds have been paid to. I call once or twice a week and am promised someone will call me. Not one person has returned my call and I did receive one reply to an email to advise that if we were still having problems to call. Ha fat lot of good that did.One of the call centre people who was very helpful said that there was an anomaly and she was of the view the money had not been refunded. I have called the planner who we originally booked with and she just said its out of my hands the money was paid.

Date 2/5/2023 -2/12/2023

Where: Galveston Tx

I was racially profiled, discriminated against, and escorted off Princess Cruise ship on 2/5/2023 (Black History Month). “This happened in front of non-black guests that were allowed to sit and wait for their ship Medallion to board the ship. The non-black guests were not in the system; they had the same issue as me but they were not kicked off the ship. They were allowed to sit and wait.” As a result of the traumatic experience, the cruise line PROMISED to refund my original cruise fare ($1280.06) and compensate me for all onboard expenses (excluding casino) to make things right; but this did not happen. Princess Cruises fraudulently charged my credit card $836.18 and have NOT refunded my original cruise fare ($1280.06). I sent documentation in writing to Princess Cruise line on 2/15/2023 but I NEVER received a response or a breakdown of fees for the fraudulent $836.18 charge. Princess Cruise never provided a breakdown of the $836.18 fraudulent charge and they did not provide a breakdown showing how they applied the $225 onboard credit (onboard credit included with my cruise package). I provided 5-6 Princess Cruises employees sufficient documentation: My booking confirmation receipt, Princess Cruise line’s Medallion Application that shows my assigned cabin number and sail dates, my credit card statement showing the charge went through. After showing this documentation to 5-6 cruise line employees, an employee escorted me to the ships entrance to wait for my Medallion to board the ship. I showed the same documentation to Richard (white security officer from the UK) but Richard still escorted me off the ship. Prior to escorting me off the ship Richard mentioned:

“You are not in the system”

“You can not wait up here”

“You could be a previous guest trying to stay on the ship from the last cruise”

Richard stated he had to protect the guests on the ship. I asked Richard for a refund on 2/5/2023 right after he discriminated against me. Princess Cruises did not want to refund my money; they wanted an opportunity to make things right. This is the only reason I sailed with Princess Cruises instead of getting a refund on 2/5/2023. They upgraded me to the specialty dinners, complimentary bottle of wine via room service the first night, and promised to compensate me for all onboard expenses (excluding casino). I would not have boarded the ship if they did not promise to compensate me to make things right. I provided Princess Cruises the list of representatives that made promises:

• Gean- Guest Services promised to compensate me for the steak house dinner and complimentary bottle of wine via room service on 2/5/2023.

• Guy-Guest Services promised to compensate me for the upgrade to specialty dinners for the first 4 days.

• Niklesh (Guest Services Manager) & Eroma (Guest Services Director) promised to compensate me for all of my onboard expenses (excluding casino) send an email to the offshore team to process the refund of my original cruise fare.

The traumatic onboarding experience and discrimination triggered Stress Induced Panic Attacks so I went to the hospital while onboard the ship. I need Princess Cruises to refund what they owe me ($2,116.24) to make things right. That was their PROMISE. The public needs to be aware of how Princess Cruises discriminate against black people. I spoke with black employees of Princess Cruises and they confirmed other accounts of discrimination they experienced from white security officers. They stated this happens frequently. Black employees are often denied access to enter the ship or put through extra scrutiny prior to boarding with no legitimate explanation as to why. I contacted princess cruise lines several times via phone and via email but I’m not getting a live representative or a resolution. I’m getting the run around and delays with no explanation. I’ve reported this issue to the Federal Maritime Commission and the Better Business Bureau. Princess Cruises has numerous consumer complaints on several outlets; several involve inaccurate charges & unwillingness to process refunds and/or extended lengths of time to process refunds. I NEED Princess Cruises to refund my $2116.24. I do not have social media accounts but I NEED to share my story for public awareness. Can you help me?

Booking Information:

Booking # 4G3PVL

Voyage/Destination: R304N /7 Days Western Caribbean/Galveston

Ship/ Registry: Ruby Princess / Bermudan

Embarkation Date: 2/5/2023

Disembarkation Date: 2/12/2023

I cruised with Princess on febuary 2023 and was awarded a casino promotion for a free stateroom , Princess plus package and 150.00 casino cash. When i tried to book it they said there was a pronlem and had to escalte the promotion. The rep advised the cruise was filling up fast and that i should do a normal booking while the promo issue was being resolved then it would be applied to my booking. So i paid the down payment (720.00) and did the normal booking (Booking number (5J3DHN). Now after 5 phone calls and 1 live chat i still have no answers on the promo offer to be applied. Today 4/9/23 is the final day to finalize payments for this booking and i still do not know how much to pay. The service rep said if i do not pay the balance shown on the website of $2,744.00 by today then my booking will be canceled. I have tried so long to speak with someone who can explain or make a dicision. I am very dis-please with the customer service experience with Princess. I would like a resolution to this issue as soon as possible. I have been a loyal customer and i feel like i have been taken advantaged of on this situation. I can be reached at [protected] or [protected]@wolverineaz.com.

I received the St. Patrick's Day promotion email that up to $200.00 onboard credit to every stateroom until Mar 20, 2023 (minimum $50 each guest). I booked a 5 nights Alaska Sampler on Mar 17, 2023 but I did not receive the onboard credit in my account, I contacted Princess several times but did not get it resolved. They kept saying the promotion expired (today is Apr 3, 2023), but the fact is the booking before the promotion is expired. I talked to an agent over the phone again today, she did not have the capacity to help and I asked to talk to the manager but she kept saying can't and silent and finally hung up on me.

On November 10, 2022 myself and spouse went on a Princess Cruise (3HVMVP) from Los Angeles CA to Ensenada and back to Los Angeles CA. It was on the Princess Cruise ship “Discovery”. Approximately 2 weeks prior to boarding, we purchased a “Couples Massage” and 4 days spa usage using a Capital One credit card. On November 10, 2022, at 5:30 p.m. we did have a couples massage, and for the 4 day cruise, we did use the Lotus Spa, to which, I must say, was outstanding!

Unfortunately, after disembarking ship on November 14, 2022, we did notice that we were charged (on my Bank of America credit card) for the massage and use of the Lotus Spa (already paid for prior to boarding)! Also, our Folio stated that we had another couples massage on November 12, 2022 and required another $59 tip for masseuse….we did not have these services provided on November 12, 2022.

I have pursued dismissing these charges ($565) with Princess Cruise Line agents (5 times) by telephone, and also have requested Bank of America deny these false charges and, as of this date, there has been no remedy.

My family had fully paid for a Fiji Cruise on Majestic Princess departing December 8, 2022 from Sydney, Australia, booking 3WWMCM. My partner tested positive for Covid-19 the day before the cruise, and following Princess rules and advice from our cruise consultant Tristan Robles, we provided written notification that based on Princess rules, we could not travel due to Covid-19. We were advised that based on Princess rules, we would receive a Future Cruise Credit (FCC) for the value of the cruise, within 60 days of the cruise return (December 21, 2022). It has now been more than 90 days, and still no FCC. We have sent emails, and phones our Cruise Consultant at least a dozen times asking for an update and timeframe for the FCC. On each occasion he has said he will escalate and call back with an update. Not a single time has he called back, and still no FCC.

Emerald Princess British Aisles Sept.6, -18, 2022. Our luggage was misdirected to another terminal and the Princess Cruise representative would not let us go to retrieve it. It never made it to the ship. She stated that if we went to the terminal the ship would not wait for us. We only had the clothes on our backs. Princess will tell you they will wait for you when you make your reservations. We purchased travel insurance through AON and they were supposed to reimburse us for clothes and toiletries and we have fought that battle with them for 6 months. We will never travel with them again and do not ever buy AON travel insurance…they did nothing to help us. The issue was not resolved and we would not travel with them again. This was our 6th cruise. No faith in them or the insurance.

We recently made the payment for the reservation for a trip on the "Enchanted Princess" cruise line to the greek Isles. We made the mistake of booking both the flights and the cruise through "Princess" owned by Carnival Corporation. Right after we made the payment (about $10k), we got a notification that our flights had been changed. The change gave us only 55 min connection time for our flight to Rome. We called to try to get it fixed. After 2 hours on the phone, we got disconnected and nobody ever called us back. Our flights would get changed a few more times, each time for the worse. Not only our flights got changed, our cabin has been changed as well. Now what we have is a far cry from our original reservation. A reservation is meant to be kept. If you can't fulfill a reservation, especially after it's paid for, what are you doing in a business where reservations are the vital contracts between you and the customers? This has to be the worst experience we've had with a company. Where is the integrity and honesty?

This complaint is for the Princess Alaska cruise on June 26 to july 3 ,2022 from Seattle to seattle. Booking number 2gwm2g for Brittney Benesz and Devon Drozdowski. Membership number 691764357B. On Dec. 8 2021, $1576.60 was sent for shore excursions but the onboard credit was $1476.20. Short $154. Upon arrival , we were charged for two more transfers to the ship. Transfer were paid at time of booking. Two excursions were booked for skagway for $379.90. They were cancelled because of some problem on Skagway. We did not receive the refund. I had disputes against Princess through Discover Card. SHARON Taylor rejected them without an explanation. Ihave travelled on many trips with Princess booking 2 to 7 persons. the total owed is $571.90. My e-mail address is [protected]@ verizon.net. Phone [protected]. Address 11 reo court ,colonia,nj 07067

We boarded from the ship in Melbourne on the 23rd of February until the 8th of March cruising to New Zealand, I had booked a cabin with a restricted view. We were given our cabin number and proceeded to our cabin on Deck 8 422 what I found when we entered was a Queen sized bed under the porthole with bunk beds on each wall, the cabin was not as I requested, I did not ask or want a cabin with two extra bunk beds.

On the first night I awoke and rose to go to the toilet, I promptly banged my head on the bunk bed, this caused dizziness and a headache. We made a complaint the following day at customer service and was not helped at all, in fact they were very dismissive. The next night the same thing happened again, and this was the third time I had banged my head. This time the young lady at the desk was helpful and arranged for the beds to be rearranged and were parted and put under the bunk beds. This arrangement was still not great but it was better than nothing, I still had to be very careful getting in and out of bed. I had a bad headache for the rest of the trip, which is unfortunate

This was NOT the cabin I REQUESTED and I should have been informed prior to leaving that I had been allocated a cabin I did not want. You were aware of our ages 82 and 76 that this cabin was not acceptable for a couple in this age group seeing the potential hazards. I am seriously contemplating seeing my solicitor re this matter, and will wait for your reply prior to doing so.