Princess Cruise Lines
Reviews and Complaints

September 9, 2022

RE: BOOKING 3V9JDV

To whom this may concern,

In addition to my letter I had sent Princess Cruise LIne's Customer Relations Department on August 17, 2022 which I they have not acknowledged nor respond to, I am sending this to get help with several things I had paid for from our last cruise.

Me and my family consisting of (4) people just came back from our very first cruise with Princess Cruises from August 5, 2022 to August 13, 2022 and would like to address our dissatisfaction for the internet service we had purchased for (4) devices during our 7-day duration of our cruise.

This cost for the week was for $175. US however it was really upsetting not to be able to receive internet service for over 3 minutes at a time as our internet would always go in and out and the most we would have our internet for was for a period of 3 minutes. Even after having gone downstairs to use the internet cafe, still unfortunately after logging in with our criteria, (Cabin A203 + name), there would not be any improvement. This was extremely upsetting and I was patient for the first few days until I went downstairs to use the internet cafe and only realized after other guests too, were having the same problem. I had reached out to "Sienna" @ Guest Services and relayed why hadn't we been informed about the internet cord's faultiness after having witnessed an employee making mention of the problem to another Guest. I asked Sienna to be reimbursed as me and my family find ourselves having to use our own personal "INTERNET DATA USAGE" and being charged roaming for it although we already opted for Internet service for our family for (4) devices which costs $175. US. Sienna relayed that she understood our frustration and would pass on the message to "Alex" whom is the Manager of the Ship's internet service. I had called twice; (the first time on Tues, August 9th and didn't receive any call and again the following day being Weds. August 10th). Its very annoying having to be billed a completely, faulty, and annoying service. This was especially upsetting during the last (2) days of our cruise as we couldn't even download/ upload our "ARRIVE CAN" app as there was NO IMPROVEMENT from having complained to Guest Services and leaving a message to ALEX for call us back when he didn't!

Moreover, when we arrived to our cabin the first day of our trip, the beds and pillows were disgusting and had brown and dark yellow stains which to me looked like urine stains so I had immediately called "Housekeeping" and only 3 hours later had someone come by to replace them. Princess Cruises automatically bills us $11.65 per person/ per day which is $326.20 US for (7) DAYS and I strongly find this expense too high considering the poor internet, unresponsive "medallion app" which hardly worked, and the lack of regard they had to resolve our problem.

The medallion app was not allowing us to order Room Service and due to this at times, I had to wait patiently as Housekeeping didn't answer from the first 2 to 3 attempts so we had to wait for about half an hour before actually getting through whilst my kids were already hungry however due to me having a migraine and feeling exhausted after coming back from the port of call, I had no energy and therefore we were looking forward to using the app to order food from Room Service. On Thursday, August 11 which was a few days being the 5th day of our 7-day cruise, my Daughter noticed a leak from the corner walls above her bunk bed however since the following day being Friday would've been our last day, we didn't bother to complain to Housekeeping as our trip had almost already been over at that point.

I also had a birthday and had indicate that during our initial booking of this cruise stating that I am celebrating a Birthday however I didn't receive nothing.

I inquired downstairs to Guest Services and they relayed that I'd be receiving something like a cake directly at a Restaurant however I didn't feel comfortable having to do remind this to every restaurant as they should already have this info as whenever I had passed by the elevators, A Message to this effect would light up "HAPPY BIRTHDAY ELIZA!"

Thus, I am requesting for reimbursement and compensation for:

(1.) Poor internet Not working

(2.) Beds & Pillows being disgustingly dirty and not replaced from previous Guests and Princess Cruise automatically billed us $326 US for gratuities for our 1-week stay for us (4) people.

(3.) Medallion app not working and unable to effectively use it to place orders for Food from Room Service

On top of the cost for the Cruise, we were charged an additional of $1,636.69 US in addition to our 7-day reservation for 4 people.

I don't mind having to pay for a service although costly however if a service is NOT WORKING and no follow up is made even having expressed and reported it with Guest Services several multiple times, it conveys the obvious lack of regard the "IT INTERNET MANAGER "ALEX" had towards us as clearly he didn't care! Much more, I had written a complaint a week after our cruise being August 17, 2022 outlining these issues to the Princess Cruise LInes' President, Mr. John Padgett as well as cc'g "Customer Relations" however its been over 3.5 weeks and nobody has replied nor acknowledged my letter.

Also, I would expect our beds clean and made up without Urine stain upon our arrival which was around 3pm last Saturday, August 6th. Moreover the medallion app was completely frustrating as well as making mention of my Birthday whilst I was in Canada before having even booked this cruise as I was expecting Princess Cruises to deliver however I received nothing and its quite ashame...

I had completed a survey outlining these issues and asked to be contacted through my tel. # and/email address however, no one called me back or responded.

I would kindly ask for the internet service to be reimbursed and to give me as well as a partial refund towards the Faulty Princess Cruises Medallion app not working, and to be refunded for the automatic US gratuities they've taken out of my account.

Ref: booking 3X7C2G - received an email yesterday (09/06/22) stating that we must now not only be vaccinated but have our first booster and wear masks on board. I checked the vaccination requirements before making the booking to ensure our double vaccination plus recovery from COVID would be sufficient. My asthma makes mask wearing unbearable. But Princess have changed the requirements.

At a time when most other cruise companies are relaxing their requirements (especially in light of the CDC admitting that masks nor the 6 foot apart rule actually do anything) plus the known fact that vaccinated, boostered or unvaccinated people are equally susceptible to the illness, Princess are adding regulations to their guests. On a recent Alaska cruise our friends were policed by gestapo cruise staff shouting at them to pull up their masks between sips/bites!

So we asked them to refund the January 2 2023 booking. They will not refund the whole amount paid because over $2100 is a credit from another cruise that they changed the rules on (Alaska, insisting on masks at all times). After being on hold for a further 2 hours Lead Customer service rep KarenJane gleefully tells me I can use the credits any time in 2023 - but I have not and will not take a booster and therefore am not being allowed to cruise with Princess Cruises? When did Princess Cruises check my medical history and decide a booster will help me? It is surely my choice with the guidance of my doctor whether I have more useless shots when I have already had the disease? KarenJane says I simply don't like the new requirement and she cannot process a refund. She also refused to give me her last name as she's "the only KarenJane in the company"

In all I have over 7 cruises cancelled by Princess and I've stayed loyal by rebooking and rebooking keeping the funds in the business. I'm an Elite member and a shareholder and I'm more than disgusted with the way the company is going. One would think that Princess would want to show they can shine in this world but instead they seem to enjoy upsetting their loyal guests.

FYI my younger sister has just been diagnosed with a terminal neurological disease straight after receiving her first booster...

Princess cancelled my Sept 6/22 cruise from LA. on Aug 14/22.

I was given 3 choices via e mail.

1. Cruise Credit

2. Rebook Cruise

3. Full Refund---but there is a catch-- you have to call them. They try and upsell you. Refuse to refund. Tell you that you need to speak to another "specialist."

However, the hold time for "specialist" is HOURS on hold.

No special number for specialist. You call customer service, wait on hold for 30 minutes to get someone to be told it could be up to 2 hours holding for a "specialist"

I disputed the charge with Barclays MasterCard. They reversed the credit because Princess stated it was a valid charge and NO REFUND>

Now I am trying to find someone to "serve" small claims court papers to Princess at the corporate office in Santa Clarita, Ca.

My wife and I are taking our first cruise with 3 other couple in less than 2 weeks, leaving NYC and up the east coast to Canada and ending in Quebec. We have tried to get a definitive answer to the question of are we required to pretest for covid although we all are fully vaccinated. The Princess website says that Canada is requiring the testing, but Canada dropped pretesting for fully vaccinated travelers on April 1st of this year. So, I went on the Princess chat site after 4 failed attempts to get an answer over the past 2 weeks from the phone line. After quoting the Canadian government's web post

https://www.cbc.ca/news/politics/canada-dropping-pre-entry-tests-explainer-1.6388295 the representative told me this is a Princess Cruise protocol. If this is true, why doesn't Princess specifically say so in our specific cruise communications. Your website: https://www.princess.com/news/news_releases/2022/08/princess-cruises-removes-vaccine-requirement-for-most-voyages-eliminates-pre-cruise-testing-for-vaccinated-guests.html says nothing about it being a Princess Protocol and basically suggests that it the Canadian Government that has required them. Our group has been arguing over this for a month. Howabout either dropping the pretesting or owning up to the fact that you are the ones requiring the tests. After paying what we are paying for the cruise one would think the testing would be included.

The Princess Vacation Protection Plan is of no value because Princess provides NO instructions on how to file a claim nor does Princess provide a clear explanation of coverage and benefit limits when a Princess Vacation Protection premium is paid. My EZAir return flight of April 6 had to be changed to April 2 due to COVID being contracted by one member of my party and diagnosed by Princess medical personnel on April 1 on board. There were NO Princess agents available to assist with a change of my flight. I was only able to book a flight for myself at great expense. I tested negative for COVID but was at risk due to close contact and advised by Princess medical to return to the US immediately while I was able to fly. After much inquiry, I was able to file a claim with Aon based on the fact that I paid for Vacation Protection. Princess Vacation Protection is underwritten by Nationwide and all claims are administered by AON. My claim was filed and acknowledged as received by Aon on May 5, 2022. My claim has generated NO communication from Aon as of this writing on September 5, 2022. Princess must refer my complaint for resolution as soon as possible.

We took a cruise in March 2022 aboard the Sky Princess.

I was reviewing our shipboard charges upon our return and found several charges that were not ours or I do not know what they were for.

I have sent numerous emails, chats, and phone calls and have gotten absolutely no response and no resolution. People take my information and then I never hear anything back.

Disappointed I have not gotten a response. I thought better of Princess than this.

Thank you.

We sailed with Princess in October 2021. We had two extremely unpleasant nights board which meant very little sleep the first time. The second occasion the sea was rough which resulted in the outside balcony partition door coming off its hinges and crashing against the cabin. We finally got a member of staff to come to the cabin. He could not open the balcony door and suggested we move to another cabin which we did at 3.00am. Following these instances we spoke to guest services who finally gave us future cruise credit of £150 per person. We have booked another cruise departing 30th September 2022. We have tried to speak Princess about honouring this with no success and keep being asked to email guest relations. We emailed on the 1st August and have several follow ups but no response so far. What can we do to resolve this matter?

I delivered 15 fully paid cabins as part of a group outing. Princess advertises one free fare for every 8 booked cabins. They have ignored me and my travel agent in our request to find out why I do not qualify for this compensation. They appear to have deceptive trade practices as there is nothing showing what I do not qualify.

Cruise 10 Alaska sailing from San Francisco (3XXPCK booking number)

to begin with i am in the highest level of princess loyalty programme i.e elite level, i had a cruise booked and just before we went into lockdown due to the pandemic my cruise was cancelled and i was given the option of not having a refund would be given a cruise credit of 150% "very generous" i thought until i decided to book after coming out of lockdown and found that the prices had gone through the roof, anyhow i booked a round britain cruise of 12 days duration in may 2022 and was charged over £2000 p.p. a couple of months before the cruise a friend contacted me asking what i had paid and informed me he had received an e-mail offering the same cruise for a lot less, although i am on princess e-mail list i did not get an e-mail, an oversight or mistake ? i think not. when i contacted princess to ask if i qualified for this new price they said no and the reason being was they operate what they call a fluid pricing, obviously loyalty only goes one way with these people, i ended up cancelling my booking at a cost of £100 p.p. and rebooking immediately, by doing this i made a total saving in excess of £1000. it doesn't end there! at the end of the cruise i had a credit on my onboard account od £100 and was informed a cheque would be sent in the post i am still waiting three months later although i have contacted them 3 times.

they are in need of a dictionary so that they may look up the term "customer service" because it is very short supply, the loyalty programme is about as much use as a chocolate teapot, all they are interested in is separating you from your hard earned cash as quickly as possible and they don't give a damn about you

My Name is Jeffrey Gyurina. My Cruise Line Booking number is 3RCDVK.

email: [protected]@use.startmail.com

I was charged 20 dollars on my Visa card the day I boarded the ship. I spoke to the purser immediately and she said it was done to test my card's functionality and that the charge would be removed in 3 weeks. That was in May 2022. It is now August 2022 and it has not been removed or credited

A few days later I was charged 160 dollars on my Visa card. I spoke to the purser immediately and she said it was a charge for extra Wi-Fi internet devices. I said I only have one device and that the charge was in error. She agreed and said no problem, the charge would be removed in 3 weeks. That was in May 2022. It is now August 2022 and the charge it has not been removed or credited either.

I suspected there might be some kind of problem getting this resolved

so I purposely went back to the purser station the day before disembarking and went over the problem again with the purser attendant. She seemed annoyed at my question but assured me the two charges would be reversed in 15 days. It turned out to be a futile discussion.

However I liked the cruise a lot and want to book another 21 day Princess cruise for April 2023. I have already selected the itinerary. However I will not make payment until this small matter is resolved.

One more thing please, I am retired and living in the Dominican Republic part time now and having a terrible time getting anyone from Princess Cruses on the telephone to talk about this. I have been trying for weeks. There appears to be no human customer service or chat service at all.. that is not good business at all

I am a booked passenger (Booking # 3HMJ9J) for the Feb [protected] Cruise to Hawaii. I have applied for the $250 military veteran credit & sent requested paperwork (DD 214 & Princess Benefit Request Form) 7 weeks ago to the following address: Military Onboard Credit Program

24305 Town Center Drive

Santa Clarita, California 91355

After 2 months, I have not had any response & have called several times

but no one can assist me. I am very frustrated with Princess Cruise Line

and would like a quick reply. Having served my country in the military, I would expect a courteous reply. Please contact me at [protected] or [protected]@yahoo.com Booking #: 3HMJ9J CCN #: [protected]

John B. Crehan (DOB:11-01-47)

When I booked cruise 3xmkdr 4 months ago for a special occasion. I was told a medically viewed pcr/antigen was needed. I love on the Isle of Wight and there was 1 place to have this done. I booked it for 2 days ago and had it, negative. Originally I was advised to pay for it on booking, I said I didn’t want to in case the rules change. Princess then changed the rules the day before my pcr, paid test. So I paid £180 for me and my partner on booking. I am absolutely furious that I could’ve bought the test much much cheaper and done it at home.

First booking # for Brent and Laurie Christiansen 3TDTXQ They canceled this cruise and told us they would transfer to a mexican riviera. however no confirmation or booking # was given to us. They booked us on a California Coast cruise which we NEVER consented to and do NOT want. I have called 5 5 different times asking for a refund of $1,088 that was charged on 8/9/2022 so I can book a different cruise and everyone I talk to says they don't have authority to help me. I need the refund ASAP.

Second book # for Matthew and Teresa Sumner 3TDT8P

Same thing as above. They need their refund ASAP also. I do not have the booking # they transferred it to.

Third Randal Jule and Mary Ann Christiansen Booking #3TDT5D NEED REFUND ASAP

Fourth book # 3TDTDC Jason and Kimberlie Christiansen need refund

I'm currently on regal princess I am a crew. I just want to give information about whats happening now in this ship. This charter cruise or lgbt cruise make this ship disaster.. We are forced to work on duties that we are not comfortable.. By reading some of the news about covid and monkey pox virus there are no social distancing happening in this ship. I just want you to know that you might be cruising this vessel soon so protect your selves this passengers now are doing not normal things in this ship. We found drugs on their cabins smoking wherever they want walking naked in public areas doing sex activities whenever and wherever they want.. Is this how you think princess is.. No its not. For the sake of money they dont care about crew. Specially this european managers and supervisors.. This ship is [censored]ed up.. Spread this out so eveybody knows. They are very strict to crew but in passengers no! Im not telling that we are aiming to do the same we are the ones who protect ourselves to have a safe and comfortable working environment. Hope this message spread and can reach the higher management of this princess cruises.. The european supervisors want us to cover up everything happens in this ship... And if you dont believe me its up to you.. You can ask the crew what really happens in this ship..

original cruise canceled due to corvid, we changed to another cruise and lost our specialty dining and impossible to get thru to customer relations or clerks are saying that it's denied without explanation?

orginal 3DCX2C WHERE THE 2 SPECIALTY DINING IS AND 3HWWDD IS THE CRUISE CURRENT AND LOST 2 SPECIALTY DINING

CALLED 8/3/22 ON HOLD FOR 1:29 AND MY PHONE DIED. ACCORDING THE CLERKS IT IS DIFFICULT TO GET TO CUSTOMER RELATIONS AND NOT TO WASTE MY TIME AND THEIRS.

Left San Francisco on July 19th to Alaska aboard the Ruby Princess and arrived home on the 29th of July to find out that 2 of the 5 passengers in my party have covid. We found out about 5 days into the cruise that passengers on board had covid through word of mouth. We took precautions by staying away from other passengers and masking as best as possible. At no time did we get any information from crew about outbreak on board. Also, after further research when I got home, news outlets have reported cases of covid on the Ruby Princess since January. If I had known this information, I would have cancelled my trip due to being at high risk due to health. Now due to this 2 people in my family have tested positive for covid and i have to move out of my house for 10 days. Just thought i would let you know what's going on in my household. Vernon Girtler

My final payment was due July 2, 2022. I mailed the check about a week and a half before the due date. Princess canceled my cruise and airfare via email. I immediately called Customer Support, spoke with an agent and she told me she would extend the due date until July 19. Instead, without my knowledge she canceled the cruise and airfare. The check was cashed July 5. I called Princess to confirm receipt only to find that my booking did not exist. The agent reinstated my cruise but did not reinstate the airfare. July 22, 2022 I found out that I had no airfare as a result of a travel companion calling me to inform me of a flight schedule change notice that came via email. I did not receive the email, so I contacted Customer Support. They reinstated the flight, however, I am being charged $1200 in addition to what I have already paid. I have been told that the only department that can provide a solution to this dilemma is Customer Relations. I have spent the last 5 days and numerous hours on hold with no results. I do not think this is a department, just a permanent recording.

We booked a cruise with Princess Cruises through a travel agent. The cruise departs Brisbane Australia 02/01/2023. Due to the recent covid out break on board we decided to cancel but were told we would lose $613.00 of our deposit, reason being we missed the cut off for total refund by 9 days. we are both senior citizens and considered the risk to high we contacted Princess and were basically told tough luck they were to be honest not considerate of our concerns.

Regards John

Currently trying to resolve a clients flight issue, Princess changed my clients flight to have them flying out while they would still be on a tour! When I contacted Princess about it I needed to convey info to my client and was informed by the Princess rep they they would hang up after 2 minutes! It would take my that long to get halfway through the details! Princess will put you on hold for 20 minutes but won’t hold for us. Is it only TA’s that are having this issue?