Princess Cruise Lines
Reviews and Complaints

We are very angry and disappointed with Princess cruise’s admin team. We saved hard and booked our Caribbean cruise on the enchanted princess in July last year to take place in February this year. We were allocated 2 rooms next door to each other as we were a party of 5 and my husband and I both share the care of our disabled adult son. Only to find out 10 days before our trip when picking up our tickets that princess had changed our rooms, 1 to the back of the ship and the other to the front opposite sides and a deck apart. This was totally unacceptable and our travel agent virgin holidays tried to explain to the admin team to no avail. We are both pensioners and this has caused us so much stress and anxiety that we didn’t want to go. On the ship it took us 20mins to get from 1 room to the other this is unacceptable, we were eventually moved to the same side 1 deck apart still not ideal but a bit better.if you book 2 rooms together that’s what you expect to get. We are angry that they can treat paying customers in this way.

Princess Cruise Canceled one of my excursions and I have yet to be reimbursed after I was told while on the cruise that I would get my refund and credit card credited the funds within 15 days. I just filed a chat as I couldn’t reach anyone by phone and now via email was told that it would 4-6 weeks. What the heck kind of service is this?

They had no accounting problems putting my final bill together.

Why does it take so long for a refund?

We board the royal princess on February 10. It started with my bag lost. The entire cruise was unorganized we had to contact customer service to correct our bill several times which included charges we did not make. The food was the worst, the events the worst I have ever seen and entertainment was awful. My husband and I were so excited to take this cruise so we spent our savings and planned for months. My husband is a disabled vet and he is losing the use of his legs which made this trip even more important. The worst was on day 9 we got Covid, I was advised it was brought on board by a crew member, regardless it was very hard on both of us. Medical came and tested us. Greg tested positive and I was negative. The doctor told me I was free to do anything on the ship. Which was crazy as I was exposed and the next day I got it. We had to stay in our cabin and order food which was terrible, always came cold and ice melted, milk for cereal was warm. It was obvious no one cared not to mention no one checked on us. We were charged 32.00 for a 4 oz bottle of cough medicine which was shown online in you shop for 15.00. The last day we were held in our cabin for hours until we were led to a room and then sent out in the cold to collect our luggage in a crown of other sick people. No near by cabs no wheelchair no assistance. Then when I got home I realized I had left a bag with all of my id and credit cards in the room. I was sick and not thinking clearly. We are very sad that our once in a lifetime trip was so horrible. We are broken hearted because it was a once in a life time for us and my husbands last opportunity.

Joyce white

Booking # 2TWC7W

12 Day Cruise around British Isles with Orkney Islands with Emerald Princess on June 2, 2022

We (my family and I) have been using Princess Cruise for a number of years. We have always been happy with the service until our last cruise.

I wrote a letter to [protected]@princesscruises.com, in July 2022 without receiving a respond. In November 29, 2022, after waiting on hold for 1.5 hours, I reached [protected]@PRINCESSCRUISES.COM. He asked me to send him the letter and would take care of the issue and return a respond within three weeks. In January 2023, after not receiving a respond, I called again, waited 1.75 hours and was told to email the letter to Nicole at customers relations. As of today, I have not received any respond. Needless to say, I am very disappointed for the cost of the cruise and getting there.

This is my letter:

This last trip was very special for us. It was husband and I 26th wedding anniversary and my daughter’s graduation from university. Marie had planned this trip for us to make it special. She had us in a room with a queen size bed and balcony. Instead, we received a room with four single beds, of which one of them fell onto my husband while he was asleep several nights. Or, as we get up from the beds we hit our heads. We asked for our beds to be pushed together but it was not done. I was disappointed with the lack of attention. On June 8th – our 26th wedding anniversary – my husband had requested robes and the room to be decorated and it was not done.

My daughter was supposed to have a full-size bed but got a room with four beds which every time she got out of bed; she hid her head on the overhead bed. She was supposed to be next door to us but was a few decks up from us. My husband had requested a celebration for her room with decors as she just graduated from university and did not receive it.

On both doors, there were to be celebration cards – Happy Anniversary and Happy Graduation.

The places stopped were great. I wished Princess had spelled out better that a lot of time will be spend taking the tender to shore and transportation to the city. We spend about three hours each day with travel and waiting (for the tender).

I was disappointed that more guests did not wear masks while on board and in the community. On Day 9, we were all forced on lock down because a few people got COVID.

My husband ear pods were stolen from our room. He was able to track the movement once we got back home, as it continued on the same places we had recently visited. I reported to Lost and Found, received Report ID: [protected], and has not received a respond.

I do look forward to hearing from you.

Celeste

We have been trying to book our next cruise on the Princess Ruby vessel, departing Galveston, TX on April 2, 2023.

We received a "Casino Award" of a FREE balcony room plus other benefits based upon our previous trip that departed on 12/29/2022 from Galveston, Texas on the Ruby Princess. On February 1, 2023 be booked the award and received a confirmation number of 4 MWMHV. We paid the required reserve deposit and port fees ($680.00). Since February 1st, this trip has been cancelled and rebooked FIVE times. In addition, I was forced to pay an additional $680,00 and was told that the previous amount was refunded to me. As of today (2/21/23), I have NOT received the stated original refund.

As an "Elite Class" Princes cruiser and a shareholder of CCL, this is extremely frustrating and more importantly a significant concern about the operations of the Princess Cruise Casino group. As a shareholder, I would have thought that due to the recent sailing issues because of COVID, they would expend the necessary resources to "return to normal".

Please help in getting this issue resolved.

Warmest regards,

Floyd R. Weiss

We are Platinum level Princess cruisers. We chose this cruise primarily for the itinerary which included a Land Tour to Machu Picchu followed by a cruise around Cape Horn and Antarctica. Unfortunately, that itinerary was in flux and cut back before and during the trip. We've written a long, detailed letter to Princess' Executive team and to Guest Services. To date, we have had ZERO response. An abbreviated version follows, which I've called "The Good, the Bad and the Ugly".

As for the truly "Ugly" items, unforeseen circumstances (such as the political situation in Peru, weather and sea conditions) are no one's fault and we understand that. However, the lack of proactive planning, communication and management on Princess' part was a significant factor in handling these circumstances that needs to be addressed and improved. In our letter, we've offered a balanced viewpoint and specific suggestions.

We hope those of you who book this itinerary have a good experience, one that's certainly more than just average.

The Good:

- Scenic cruising through Tierra del Fuego and the Antarctic Peninsula (although the latter was cut back). Stunning.

- Local tour company in Peru (Lima Tours) that accommodated, transported, Covid tested and led alternative activities for the 36 of us on the canceled Machu Picchu land tour. Excellent communication and overall management despite difficult circumstances

- 34 new friends made from the canceled Machu Picchu tour group

- The cities of Lima and Buenos Aires

- Activities we booked on our own in Peru (day trip to the Nazca Lines) and in the Falkland Islands (trip to Volunteer Point to see the penguins)

- Onboard service from cabin stewards, bar and wait staff, and the activities staff. Notably, at the Explorers' Lounge, and the International Cafe. Always pleasant and helpful, always eager to accommodate.

- Food and Beverages at the specialty restaurants, specifically Alfredo's, the International Cafe and the French fries at the outdoor grill

- Vegetarian options on every menu (although they were of mixed quality and nutritional value)

- Desserts were generally very good and mixed drinks well prepared

- Refunds for the canceled Machu Picchu tour and credits given for the Valparaiso embarkation "disruption" (see Embarkation, below) and refunded fees for other canceled port stops.

The Bad:

- Some of the alternative activities in Lima were disappointing (a cooking demo one day; a horse demo on another). Nothing could replace Machu Picchu, but there were other interesting day trips to be had (such as to the Nazca lines — which we booked on our own; nature preserves, beaches) and activities that could have been offered to people as options — had Princess planned proactively.

- Onboard, ongoing outages of requested foods and beverages, despite having pre-booked and paid for a Premier Beverage package. This included basics like Johnnie Walker Black, premium wines such as Caymus, premium port wine, Chai Tea, and on one day, yogurt (!) (The explanation for the lack of yogurt was that it had been restocked at a port stop, but the crew couldn't locate it in the storage pantry).

- Nightly confusion/haggling with the dining room staff to confirm that we had a Premier Beverage Package. Annoying and embarrassing.

- Poor location of dining room seating (always next to servers' stations) and resistance to requests for alternatives, despite having a standing pre-booked reservation and dressing nicely for dinner.

- Some food not well prepared (meats not cooked as requested and some not of good quality, having to be sent back.

Poor quality scrambled eggs, both at the buffet and in the dining room). Some menu items didn't deliver as described.

- Obvious use of leftovers from prior days' menus in some items (particularly, the vegetarian Mains). Vegetarian options mostly starch based and needing a balanced protein element. Serving sizes of Main courses a little skimpier than we've experienced previously.

- Canceled first planned stop in Punta Arenas, Chile, due to unplanned refueling stop (see Embarkation, below) where we had a private excursion booked and paid for

- Limited touring in Antarctica due to unforeseen weather, sea conditions and other unknown factors.

The Ugly:

- The cancellation of the planned Machu Picchu land tour, not officially decided or communicated until the very last minute - literally the day we were flying to Lima. This, despite obviously deteriorating conditions in Peru and travel alerts from the U.S. State Department. Very poor and mixed communication to passengers in the week prior to the cancellation, with misinformation circulating on social media and cruise forums. Not enough time to assess and replan reasonable alternatives without financial impact.

- Transport and bus "tour" of Santiago, Chile, on embarkation day enroute to Valparaiso cruise port. A stop to a supposed "Nature Preserve" that was not picturesque, had very little wildlife, looked and smelled like a sewage treatment plant.

- A painfully slow drive around the city with no bus parking and no real opportunities for photos or actually seeing any landmarks. We drove around the same square three times.

- A midway stop at a tourist trap, crowded with hundreds of other passengers.

- Embarkation at Valparaiso cruise port that included a 7-8 hour delay for thousands of people. No honest communication about the length of the delay, which could have enabled people to make alternative plans until the ship was ready. No onsite communication or effective crowd control/management by Princess. Not enough seats; people (many who were senior citizens) literally sitting or lying on the floor. No food or water distributed until at least 3-4 hours of waiting. Restrooms quickly overloaded and were out of service. No real process in place when boarding finally began (group numbers given out, but not clearly led or honored with many "jumping the line") A poor PA system that couldn't be heard over the noise of the crowd.

- No extra effort made by the onboard staff when we finally boarded at 10PM. Staff was "business as usual" and rushed

- Luggage not arriving at stateroom until hours later, well after midnight

- Passengers from prior cruise missing flights and other travel plans due to late disembarkation/re-embarkation at Valparaiso

- Cancellation of first planned stop at Punta Arenas, due to refueling that couldn't happen at Valparaiso embarkation. A wasted day at another port with passengers not allowed to leave the ship or make other plans.

On 2-5-2023, I booked a cruise with Princess, booking number 4G5L6G. I paid for the entire cruise at that time. On [protected], I was talking to a friend about my upcoming Alaska trip. She was interested, so we went on Princess' website and found the same itinerary, same number of days and on the same ship with the best beverage package and room for $1169.00 per person. The one I booked on February 5th, 2023, has the same beverage package, same itinerary and the same ship, but I was paying $1330.00 per person. I contacted Princess and spoke to Brandy. I explained to her about what I noticed on Princess' website and the drop in rate for room. Brandy told me that she would have to check with someone and told me she was going to put me on hold. She came back online a short time later and said she was still checking for me. She did return to the phone and told me that that special was for new customers only and the special did not apply to me, since I had already made reservations. I explained to Brandy that I was a new customer. I then asked to speak to a supervisor, and Brandy told me that there was no supervisor, she is the highest there is. When confronted with the fact that Brandy told me she would have someone look into my reservation, she became defensive and her attitude seemed to change.

I think that the way the web site reads is misleading and when you drop the room price and beverage package price that Princess should make the customer aware that the special is only for new customers, because you are no longer a new customer once you make a reservation. I will suggest to my friend to look for another cruise line and not use Princess since Princess does not want to work with their customers. Other cruise lines will honor the drop in room rate for their customers.

I would like to have someone contact me either via email or by phone. My email address is [protected]@wmconnect.com and phone number is [protected]. I look forward to hearing from you.

Kathleen Shelley

We received a casino offer from Princess, we have been going on Royal Carribean with a casino group, however we have been to Alaska and Panama Canal with Princess and had a very nice time, booked through a travel agent. After the last experience, where I went through the process of booking, I cancelled because of the stress I encountered with the process, this is what happened.

I called and was put on hold and I decided to let them call me back, as they said the wait time was an hour, so i left my name for callback. It was at least 2 hours before I got a call, I had tried to book online but I had questions. After about an hour, we had reservations and my payment was made, I was getting casino perks and VIP status, although I did not feel like it. I tried to do a chat regarding the times i had to be there, to see if the tickets I was going to buy gave us enough time, the lady told me that it was about 50 minutes from airport to port, so if I needed to check further go to Princess Air, I tried to use Princess Air, but when I asked for air from Wichita, KS to LAX, it informed me that I didn't need any air service to my destination. I started another chat to find out what was going on, the guy seemed nice and said he would check, I waited which was not a problem, i had been waiting all day, until the computer chat said time was up, so i pushed the continue and all of a sudden there was no more chat, so I went in again and chat was busy so i left a message with my phone number, no response. I had again left my callback number on the waiting list, and after i had given up getting any answers or finding our if my sister and her husband could get a casino discount and go with us, another lady called from princess. I told her about my problems, between the tears, and she checked and said i put the wrong thing in where ICT wichita should be, i told her i didn't fill it out the lady named mai or may did it. She said then she did it wrong, I told her I was so upset about the whole experience i didn't want to go anymore, so she cancelled the reservation 4vcp8m, you can verify everything i have told you as chat has paper trail and recordings are made of phone calls. i will go back to Casinos International they have never treated me this way. Marsha johnston

you should take what you want from my experience and try to make it more attentive and pleasurable and less stressful, I'm sure i am not the only 75 yr old trying to make reservations. We wanted to go somewhere other than the same Caribbean stops but we will find something else,

I canceled a cruise last august, due to a medical emergency. Your agent (AON) received all required information and did not refund my costs. They (you) provided credit not equal to full refund, The insurance states a full cast refund.

Since you are the agent who sold me the insurance, I now fully expect you to make me whole. You can look up the proper booking number.

AON said that my wife did not receive current medical treatment. That is a lie.

I am going to try to attach two documents showing that treatment. I look forward to having a return call. The last time, I am still waiting to be contacted.

Martin T. Standel

[protected]@comcast.net

[protected]

We sailed to Alaska in August, all excursions were prepaid. Out itinerary changed from Skagway to Icy Pt. The Icy Pt. excursions had to be booked onboard. It appears we were double charged for excursions. We requested assistance twice by phone and again by email. We received an email response on November 2nd stating it may take an unusual time to respond. It is now February!

They are very attendant while booking and on the ship but once you leave absolutely no customer service!

Traveling with my 87 year old partner on South America Cruise Jan 20, Saphire Princess Santiago. Embarkation. One of the worst experiences I have ever had. Please do not ever have your guests go through this horror again. More than 3000 people in an uncontrolled and unsafe environment. Where were the necessary crowd controlling measures? Only One person that I saw controlling the numbered check in. Then the captain making the first announcement ob the ship; Congratulating ALL THE CREW for their great job dealing with this 8 hour delay. WHAT? Then the extreme unfriendly bar and fast food associates. Your people at the customer service desk NO CLUE answering a question correctly. I will never use your product again. Jose Garcia Belustyak 26 years of customer service experience with a major European Airline.

Dear Princess Cruises.

This is how our Princess Cruise on Sapphire on the 20th Jan started.We arrived at the port at 12.30 to be told there was a docking delay but no details.

Then we were told we needed a covid test to board which was the first time this was even mentioned at a cost of 15 dollars unless you had already had a test. Annoying but not a problem.

We then spent 7 hours in the departure terminal with over 2000 people who were not the youngest or fittest with not enough seats for everybody.

We had no information whatsoever; water and sandwiches arrived after 6 hours which were very dry and inedible.

It was like a refugee detention centre with people sitting on the floor and toilets that were blocked.

When we did manage to board, we had ordered a twin room only to find it was a double. We splashed out to get a suite only to find it was very tired, brass fiddles around the shelves were either bent or missing and the balcony was tatty and holes in chair.

We went for dinner, the rolls were rock hard and after 3 different baskets they managed to get some soft rolls from a different department.

The meal was lackluster not what we normally expected from Princess.

On returning to our room we still had not received our luggage 10hrs after we put it on the dock - a quarter of a mile from the ship.

So we had to go to sleep with no wash bag, personal items etc.

The following day the Captain came over the tannoy system and praised the staff for the rough day they had had but no thanks to 2000 plus mainly elderly and some in wheelchairs who had an even rougher day.

Then to add more pain as the ship was unable to refuel we had to refuel the next day so we were told we had to miss the next stop Punta Arenas which represents a quarter of our stops out of 16 days.

We have now been on the cruise for 10 days and our comments regarding the food has not improved unfortunately the accounts have been at work which is a shame.

This is our 6th cruise with Princess out of a total of 16 and the only disappointing one, your standards seem to have dropped but not the prices.

Cannot send photos as on board the ship and the WIFI is too slow.

Chris Spiller room E725.

Princess Cruises cancelled my Norwegian Fjord cruise in 2021 due to Covid (ref: 2P6XVL) and offered me the identical cruise in August 2022 at the same price which I accepted. In August 2022, Princess still required Covid testing and unfortunately, I tested positive and had to cancel the cruise (ref: 2N69DC). This booking was for me as a solo traveller. The options offered were to pursue a claim on my insurance or future cruise credit. I took the future cruise credit in good faith as I knew I would be booking the same cruise in 2023. Subsequently I am now travelling with a friend who is a US citizen and she booked the Norwegian Fjord 2023 replacement cruise through her US travel agent. However, I cannot get my FCC allocated to my portion of the booking either through the UK or the US. I have telephoned the UK on numerous occasions and twice to the US without success and I am told I will have to book another cruise through the UK to use the FCC which I cannot do. The UK say their system is different to the US system. I cannot believe there is no work around this. I have asked for a refund so I can use the money against my current booking and they won't do this either. I got a good deal with the original booking in 2021 carried through to 2022, but I am now paying a lot more even though I will now be sharing a stateroom and the balance will have to be paid in May 2023.

According to The Princess website, "The Passenger has the right to cancel the Contract prior to commencement of the Package without paying any cancellation charge in the event of unavoidable and extraordinary circumstances significantly affecting the performance of the Contract. In such circumstances the Passenger shall be entitled to a full refund of all monies paid, but shall not be entitled to additional compensation".

I would consider Covid to fall under this section and therefore, if the FCC cannot be transferred, then a full refund should be given for the monies paid. I would not expect additional compensation.

I have emailed various high level people in the US and still waiting to hear from them. I have, however, received a response from US Customer Relations who advise the UK should be dealing.

I look forward to hearing from you in due course.

Today Is Jan 20, 2023. The process to resolve the problem as explained below began on January 7, 2023.

I received and offer from the Venetian casino marketing to come to the Venetian four 3 to 4 days and obtain a cruise on Princess Cruise Ship to various destinations with a balcony accommodation. This was in November 2022.
The flyer I received had no limitations regarding the length of the cruise. So I went to Las Vegas for four days.

When I returned. home I received a cruise certificate for the cruise. Certificate number is [protected]. The certificate we received contained no restrictions regarding the length of the cruise to be chosen. Neither was there any referral to any Princess site regarding limitations or restrictions.
So, I booked a 14 day cruise to the Caribbean through Princess Casino Marketing and my credit card was charged approximately $1179.00 Booking Number 4QHHXL.

Soon thereafter I was informed that I could not use the certificate for a 14 day cruise. So, I tried to book a 10 trip to the Caribbean using the original certificate.
I was then told I could not book the cruise because I already had a 14 trip booked. And Princess wanted to charge me to cancel the 14 day cruise. I said I am not going to pay to cancel a cruise that should not have been booked to begin with.

So. we started calling Casino Market on January 7. 2023 to resolve this problem. I got no where. I was constantly told someone would call me back to resolve the problem. No one called back. Each time I reached casino marketing, after waiting an interminable amount time, I told the person on the phone the same thing written herein. I was told the problem would have to be solved by "the higher ups" who ever they were. But none of the "higher ups" never called back. I have spoken to a manager about this, His name was Austin. He said he would call me back. He never did. I have spoken to another manager at another time and he just hung up on me. Yesterday, I spoke to a man named Arvin at Princess Casino. I told him the same story. He told me that the cruise I picked, (the 10 cruise on February 7, 2023 from Fort Lauderdale), was the the only cruise left we could pick but there were no balcony's left. He told me the would call me back. So far, no call back

I have spoken to my host at Venetian marketing, Janey Chavalit (sic) who said I could use the original 10 day certificate to book a 10 cruise and the money charged to our credit card would be applied to the 10 day cruise.
Now I have a 14 day cruise I cannot go on that I have already been charged for and a 10 day cruise to the Caribbean that is no longer available because it has taken sol long to get the problem solved (13 days and counting)

By the way, I am currently on the phone with casino marketing talking to a person who tells me the same thing as all the others. The problem must be solved by "the higher ups". I'm still on hold for 45 minutes and counting as I am writing this.
This situation is FUBAR. This is the worst customer service I have ever experienced in my life. And on top adding insult to injury, I am an elite passenger. and a stock holder to boot.

From a legal standpoint, I think Princess casino marketing has waived any cruise length limitation by booking my cruise and charging my credit card.
But we may be able to resolve the problem assuming it can be done expeditiously.
My name is Deborah Curiale I can be reached at [protected]

EZ Air changed our original flights from SAT to Anchorage on May 25, 2022 for our scheduled land and cruise trip. (2P4N5X). Instead of going through Dallas, they sent us through Chicago. As a result, we were diverted to Champaigne, Illinois, did our best to try to get to O'Hare by automobile (rental car $600), lost our connection to Anchorage, thus having to cancel our entire trip: land tour, cruise and post cruise tour
When I contacted Elizabeth de la Cruz, my Princess agent, she said I had gone through the insurance company (Aon) that Princess would cover what the insurance didn't. We immediately filed a claim, were paid $500. Each five months later for a trip interruption. We refused the checks, as this is clearly a trip cancellation. We're still waiting for a response.

To this day, Princess has not contacted us with not even a regret
This is the third time I write to you. Please help us get the $9000. We paid Princess Cruise lines for nothing.

January 2023

Dear Sapphire Princess,

I am writing to let you know how my Antarctica cruise on December 2, 2022 - January 4, 2023 was for me. This cruise put us into Platinum class. We were looking forward to attend the party on the 22nd since we now are Platinum members, but we couldn’t make it and I will explain below.

One issue I would like to bring to your attention is the Explorer’s lounge entrance on the forward side. There are 2 short steps and after a break a third step. I will attach a picture. On the day before docking in Costa Rica I fell using those stairs. I was okay for a few days. My hip was turning blue from the fall. We were scheduled to take the Machu Pichu trip and we were devastated that it was cancelled. For me, I was relieved since I had to start using the cane I brought. We went on an excursion in Lima and the pain increased. I finally reported it later when I needed to see the doctor with severe pain on December 17. The fall showed a fracture in the bone. Attached is a copy of the bill and report. I also filed a security report when we left the Medical facility. The front desk had no such report due to that being the 1st part of our cruise. Just a few days later I saw a middle - aged Latina fall and she even took down the Purell dispenser. I will attach those pictures. Prior to that another older woman went down on her knees. Our Trivia group said they saw 3 other incidents. When security went with us to show where it happened even the bar tenders said there are many falls at that location. The lights on the third step are not completely visible. I would suggest that only ramps should be used for such areas to avoid these accidents and severe injuries. My medical report came after the bill but was not clear if the fracture was old or new. They gave me oxycodone for pain which I did not take. They only called to ask if I needed more meds. We were told we would have to pay a rental fee for a wheelchair for $20.00 per day after he said there was a small fracture where my knee replacement meets the bone, and I should try to stay off the leg. Early on all my excursions were missed after Lima and since the time limits of getting to that department for refunds was so limited many were still charged. I remained on board while John went ashore since I needed to stay off the leg. I walked a little, but the ship was empty and mostly everything was closed. I was feeling slightly better after staying off the leg when we left Santiago then started to feel a sinus headache around the 20th. Looking forward to seeing our next stop from the balcony, they had everyone take a test on the ship for Covid the first time since leaving Los Angeles. John was negative, but I was positive. I have never had Covid, I am totally vaccinated five times with additional Evo-shield injections to boost my immunity after surviving Leukemia and a Stem cell transplant in 2018. I had spent the last few weeks in our cabin already and would love to know how I am one of 22 people out of 2200 to get Covid after you decided to test everyone for the first time during the cruise after Santiago. Why was it allowed on board? I feel that since I fell on your ship and the medical charges should be refunded with all missed excursion fees too. I couldn’t even email anyone since the WiFi was non - existent. I am so thankful for the cabin service from Veil and Loreto in room service who so wonderfully brought me food and drink while confined. We had drink packages and had been charged for room service before we complained at the front desk. Some items were removed and the attendant said she would get back with us the last day about the security report, but didn’t. Her name is Benchaya Simviset.

We bought transfers to the airport that should have gotten us there on time, but we arrived an hour before the flight on Copa airlines and they said it was closed. They offered a flight 12 hours later to Miami then Denver, with no way home after that and to fend for ourselves, but not to LA. John searched online to find a flight on Latam at another airport. Remember I am in a wheel chair and we have extensive luggage. Two taxis, a horrible check in, and we left 2 hours late to Lima. Then Lima to Los Angeles arriving on January 5. They also lost 2 of our items which finally arrived 6 days later.

We love cruising but this was one for the books! The quarantine highlighting my already painful trip was horrible. So many of us have had more than our own share on this adventure. Weather, many ports missed, no sightings of the thousands of penguins we were promised, and only some whales. Antarctica was beautiful, but should have been so much more when celebrating my 70th birthday present from Dr. John with this cruise as his gift.

Adella Reclite

Dr. John Sepikas

Cabin B 705

3626 Monon Street Apt1

Los Angeles, CA 90027

[protected]

On 2023/01/04 12:31 pm, Brenda Rankine wrote:

Hello;
We returned from Sky Princess Cruise on Dec. 27/22. Booking # 3TWC3C
We had two credit cards on file MASTERCARD under Brenda Rankine, and VISA under Wayne Rankine. These cards were to be used for on board spending including all monies charged at the casino on board.
Dec. 26/22 We went to guest services on the 5th floor of the ship and paid both our accounts off in full with cash.
As of yet, Princess Cruises has not applied the credits back to the Mastercard for $700 or the Visa for $1,200.
Could you please apply the credits to our credit cards immediately. If you need the credit card numbers, please give me a call at [protected] at your earliest convenience.
I look forward to hearing from you shortly.
Thank you
Brenda Rankine
Princess Player # [protected]

Cruise with princess on Jan 7, 2023. Air and cruise booked through Princess.

Day of cruise, flight was cancelled at 7am EST. Called Princess and no answer until 11am EST. Spoke to a representative at 11am who stated he would call the EN Route department and let them know of our delay. Called back at 11:48am and spoke with another lady and told her we were on the plane. She stated she would call and let the ship know we were in route and arriving.

Rebooked through Delta for a 1:25 arrive at cruise port. Got to ship at approximately 3:15pm. Reps would not let us board. Got supervisor who took our passports, came back 10 minutes later and said there is no record of anything you said about phone calls to the ship regarding your delay. Nothing I can do. Leave this building.

Called Princess 800 number and explained, sent to air department. Lady was booking us the next day to 1st port of call, with air times/destination. When I asked her if we would be able to board the ship, she said, let me check and put us on hold. Two hours later, she never came back on the line. We called into Princess again on a different phone during this two hour hold time and spoke with another person/department and she said, we can't be booked into Jamaica or get on the ship. She left us on hold for 30 minutes.

Called back into Princess today (Jan 9, 2023) and the representative had limited info about our dealings, but said they tried to reach us 5 times and only got voice mail. Which is not true, our phone logs show no missed calls or voice mails from anyone during this time period.

Additionally, all phones calls are recorded for quality assurance, so what I have explained here can be easily verified and easily resolved with those records.

Whilst on the Emerald Princess, I became ill with COVID and was in isolation for a week.

We found that the standards of hygiene not good staff were coughing and sneezing people were walking straight into dining without washing hands

Whilst in isolation we did not find guest services very helpful spoken to 2 different supervisors about my anxiety on leaving the ship covid positive I was assured I would be allowed on the plane and they would let me have a form for the airline which didn't arrive I suffered with severe anxiety worrying about getting home our dream holiday became a nightmare it was totally ruined I am still feeling ill with the aftereffects of covid.

The staff who brought our food were excellent and tried their best.

Our first cabin b333 on arrival we requested all pillows to be changed as they were badly soiled no pillow protectors were on any of the pillows also we had to have toilet seat changed it was so badly soiled what has happened to princess we had 2 cruises on Sky Princess in 2022 and the hygiene was excellent

Email sent on 06 Oct 22 with multiple follow up emails - No Response from Princess in over 3 months. Member #'s [protected] & [protected]

On receipt of the final payment notice for Voyage 8303 for a total of $7,560 I reviewed the history of our (Gaelle Goodrich & myself) bookings with Princess.

We booked a Mini Suite on Voyage 1207 departing on 18/02/22 on the Royal Princess for $5,508 with $500 on board spending money.

Voyage 1207 was cancelled due to COVID & was replaced by Voyage 1305 departing on 19/02/23 on the Royal Princess for $5,444 with $500 on board spending money.

Voyage 1305 was cancelled due to the Royal Princess leaving Australian waters.

We attempted to rebook on the replacement Voyages as advised by Princess – Voyage 8244 & Voyage 8241 but we were unable to do so as Mini Suites had been fully booked out on one & Princess would not allow selection & guarantee of a specific Mini Suite in a specific location on the other.

My partner is very susceptible to sea sickness & we did not want to have spent over $5K & be in a room or in a location for 14 days that was not suitable to her.

Had Princess allowed booking of a specific room in a specific location we would have booked on a replacement cruise.

Had we been able to do so the costs for the replacement cruise would have been maintained at the cost of the cancelled voyage ie $5,444 and the $500 on board spending money would also have been maintained.

Instead the only mildly similar option was to book a Mini Suite on Voyage 8303 departing on 16/01/23 on the Majestic Princess for $7,560 with $100 on board spending money – Instead of being a round trip Sydney to New Zealand to Sydney it is a one way trip Sydney to Auckland.

As a result of Princess cancelling Voyage 1305 & being unable to secure a guaranteed mini suite on a replacement cruise the closest Voyage itinerary to the original voyages was that of Voyage 8303.

So instead of departing on Voyage 1305 on 19/02/23 we are departing on Voyage 8303 on 16/01/23.

Despite having the same Mini Suite accommodation on all planned cruises we have incurred an additional cost of $2,116 for the cruise plus a loss of $400 in on board spending money plus accommodation in Auckland plus air fares back to Australia.

Please review the above circumstances and advise your position in regards to the additional cruise cost & the loss of on board spending money that we will incur.

My email address is: [protected]@tpg.com.au