Princess Cruise Lines
Reviews and Complaints

I cancelled a cruise on March 19th and have not received my refund after 61 days. I was told I would get a refund around 60 days and it hasn't happened. My refund is over $8, 000. My cruise was for Sept 21st 2020. When I complained today the customer service rep "Tenika" gave me a bogus email address to complain to. "[protected]@princesscruises.com" which has made me very angry and obviously a plot to get me off the phone.

My wife and I were scheduled for an Asian cruise from Singapore on February 1st - 12th.
Booking #XLGGDM. I filled out a refund form and mailed it on Feb. 17th.

I received a refund for the cruise portion of the trip $2, 918.72.

I booked independent air fare for this cruise. I was told that my airfare would be reimbursed.

It has been 2 months since I have had any communication with your company.

Please respond. Thank you,

Robert C Boulter
17397 Foremost Ln
Port Charlotte, Florida 33948
[protected]@yahoo.com

Booking number XR3V3D, Voyage number G007.
The price for the cruise in february was high for an inside room but I was told that a first time cruiser with Princess would get an upgrade. This did not happen as the Princess employee did not put in for it as I was told. The cost was$1, 996, 24 for and inside room. I specifically told Princess when I booked this thata the only reason we were cruising on this cruise was because my husband had found out that we could be in the Genuis Book of Records and get our Vows renewed with Captain Stubbing for the TV show er grew up watching. I booked an excuision, the drink package and a beer package and the photo package. I called back to confirem the vow renewal and was told I had not booked this to my surprise . I told Princess again why we wanted to take this cruise and renew our vows with Gavin Mccloud. Very quickly I was told I had to purchase a renewal so I did which was over $200. I was told that I could not board until after 2 pm, which was not accurate. I also asked did Princess give any military discounts and was told no. Imagine how upset we were to get onboardon the (th and find out that we were suppose to get a $250. on board credit if we sent in our DD214, which would have beenn no problem. We went down to the front desk and inquired about the vow renewal date as otheres were telling us that they had a notice in their cabin about the event they signed up for. we were told the cut off was over and there was nothing that could be done about it but we had booked a private renewal with someone other than Mr. McCloud. By then I was in tears. One of the supervisors ccame out and explained that Gunesis had cut the tie off, gave us our money back on the renewal and we were devasdate. I just wanted to go home. The supervisor Dean, was very nice and did out credit and a $200 on board credit sent us strawberries and champange this was all he offer at that time. We tried to get our military on board credit but it was denied as this is supposed to be submitted two weeks prior to sailing . which we were told that there were no military benefits.. My husband faithfully served his country for 32 years and retired a LTC and this was how we were treated even though it was a mistake done by Princess. That was not all. we requested early seating for dinner and got a &:$% seating and missed all shows that we were interested in because it took 2 hours every night to get our food and get out of there. Shows started from 7 til 9 every night! The first night on board our toilet was leaking out on the floor and it took 3 days to get it fixed even though housekeeping put it in on the first day. Also there was hair in our sheets when we turned them back our housekeeper did change them promptly. The last night on board we laid our clothes out for departure and put a bag of quarters under them so after dinner we were going to go to the casino. We were so late getting out of dinner we decided to just go to bed. I did notice the clothes were messed up but thought my husband may have done this. The next morning we got dressed and departed on the drive home I asked him what bag did he put the quarters in and he said he thought I had put them in something. So we had approximately $30 dollars in quarters taken from our stateroom. Dean did arrange for Gavin McCloud to do another renewal on Valentines which was very nice but the upset of not doing what was planned for about 5 months was very upsetting. The only other thing about the dinning was we were located on other end of the boat and our dinning was on the opposite end of the boat. So what was supposed to be the cruise of a lifetime for us after 29 years of marriage was quite a disappointing cruise. I must also say that Phoebe the lady who was to help with the shopping was quite rude and not available . On our last stop in Cozumel in our brochure it had coupon for Columbian Emeralds that we could purchase a Marahlago Bangle bracelet for $25 each or buy 2 and get one free. Upon arriving at Columbian Emeralds we were told that they did not have the bangles so we went in search of Phoebe which we were told she would be available for help at one of the stores listed on our Guaranteed Shopping Map. She was no where to be found. And had apparently gotten off the boat in Cozumel for a vacation. This is the first time we have ever had a complaint on any cruise we have taken. We love to cruise but this was not a cruise experience that would make us want to go on a Princess cruise again.
Sincerely and respectfully, Tamyla and LTC Paul James III

Names: Ellen and Barry Nisbet
CC# 631491341B and 631491341A
On the 12th January we booked a trip from Hong Kong to Sydney on the Majestic Princess. Booking Number XCDG4H.
Our flights were booked through Princess and since on our request have been cancelled, and refunded to our account, thank you.
Over the last 2 weeks we have made numerous phone calls to Princess trying to cancel our cruise without luck. We have spent a considerable amount of time "holding" in the hope that we coule speak to someone, to no avail.
Being frustrated I decided to send an email to John Yambot so that we could cancel prior to the date that penalities may be incurred.
In the email to John I stressed that we did not want a refund but we wanted Princess to allocate the money to be used as a depoit on our future cruise when the virus was no longer an issue.
Obviously being what we consider to be loyal customers of Princess we felt our request would be handled in a manner to both our satistaction.
Imagine our surprise when we received an email, not a return phone call as requested from John, 5 days after my email was sent stating that we would be penalised because he was not at work on the day I sent the email.
We believe he should have had the decency of at least returning our phone call not an email.
With the dramas being experienced within the cruise industry I would have thought that looking after loyal customers would have been high on Princesses agenda. The fact that we wanted our money to stay with Princess should have made our intentions clear.
Very, very poor PR as far as we are concerned.
We will be very interested in your reply.
Kind regards
Ellen and Barry Nisbet
Phone: 02 [protected]
Mobile: [protected]

I was on the Royal Princess Dec.28 to Hawaii.
Somehow my purse went missing. I reported that day as soon as I noticed it was gone. The person on the desk said ok I will write it done. He wrote on a scrap of paper and that was it. The next day I went back and talked to someone else I Wass sent to security and they brought 5 people up to my room to go through everything. I filled out a written report. It needs to be replaced. The security man asked me why I hadn't done on the 28TH. I told him how I was treated.
I was also told to check every day and see if it turned up. finally after 12 days some one said they would check the port in SF and get back to me. No one got back to me I had to ask again and was told it was not there.
Right now I need a copy of that report for tax and insurance purposes.

Jeanne M Williams
[protected]
415 Mormon Street
Folsom
CA 95630

I received an email to say we required visas for both Australia and New Zealand, this mail came from the recommended site by Princess for visas . We received mails from princess to remind us that we needed these visas. We applied for both and were absolutely shocked at the price but we bought them on princess recommendation. It turns out WE DID NOT require one for New Zealand and therefor I am requesting the £150 refund for these visas. We are platinum customers and I do not expect thing other than a full refund from a prestigious line as princess. Please update your communication for future cruises.
I look forward to your response and refund to my credit card.
Many thanks
Jackie livsey

Let me begin by stating that my husband and I are loyal passengers of Princess Cruises. We are currently booked on th new Enchanted cruise ship for December of 2020.

With that said our last cruise was definitely not up to Princess standards.

Our laundry was supposed to be free but we were charges 17$ for press only items. Not willing to wait in line at the pursers desk we just paid the bill.

We selected anytime dining as we eat early. Service was extremely slow. We waited 4 out of 7 night for over an hour. Compounded with that the food was served lukewarm.

Casino was very small and crowded.

I drink champagne only. Princess cruises have always served Korbel in a split. This year is was served by glass half filled. Very disappointing when you are on vacation.

Should our last cruise been our first cruise with princess we would not return. We have always been your best source of advertising.

Should you feel any adjustment is justified it would be greatly appreciated.

2144 hammond place center traverse city mi 49686

We are currently on a 96-days World Cruise on the Pacific Princess. We left on January 20, 2020, with an expected disembarkation date of April 26, 2020. Thus far, we are having a great cruise until tonight when we went up to have dinner at the Panorama Buffet. We were seated and provided a menu. The wait to get our meal was long and the food served was lukewarm. The wait staff told us there will no longer be any buffet dining during sea days. We were shocked and was told this was a change dictated by the corporate office.

We do not enjoy the traditional dining room service because of the amount of time wasted sitting there waiting to be served. The variety of buffet-style dining, the freedom to select items that are compatible with our dietary needs and the shorter meal time are what we consider key factors of a good cruise.

This dining change severely impacts our enjoyment of the current cruise. We would not have booked this cruise with prior knowledge of no buffet-style dinner. We don't want to be miserable for the remaining 66 days of this World Cruise. Please restore the buffet-style dinner service at the Panorama Buffet. Thank you.

We took a trip on Grand Princess to Alaska. We made a reservation on 5/29/16 to be use in future date. We were unable to use it and would like it return to us $200.00. I called about in January 2018 and no response.
If you research your file you will be able to find us. Thanks you for you attention to this matter and been long over due. You can reach me at [protected]@yahoo.com

Our name is
Paul and Wendy Yee
474 Stow Avenue
OAKLAND, cA 94606L
Line Grand Princess
date 5/21/16 to 5/31/16
Folio #4941

To Whom It May Concern:

A month before we leave on 10 day cruise on Crown Princess, we are informed one of our stops (Grenada) has been removed from the itinerary (due to issues with the ship). We will receive $75 per person on board credit. I do not understand how missing 1/6th of our 6 days of stops warrants only a $75 credit. That is not comparable in reimbursement. Please advise. [protected]. Effective this cruise, my husband will be an Elite member. Would also like to understand in 15 cruises we have never been chosen for a potential upgrade from our mini-suite. Again, please advise. Thank You. Look forward to hearing from Princess.
Mary Regan/Richard Kenny

We had complained about a terrible shore excursion and we have a letter that says we will receive an on board credit of 20% i contacted customers services and was told we each would get $112.50 per person off our final bill which is not reflected so how do i get my refund now that you have already collected on the final bill booking #HT6KMT i will be waiting to here from you soon [protected]@gmail.com

I have enjoyed previous Princess Cruises with my family so naturally for my 20th Anniversary I recommended to book another Princess Cruise with my husband.

My husband was reluctant to go on a cruise for he needs access to reliable internet for his work so he pre-purchased 240mins of internet time. We have found that the internet speed was far from adequate and the minutes just wasting away as we wait and wait for emails and other content to load.

This is really an area that should be addressed given the nature of how internet usage is metered onboard.

Thanks.

Best Regards,

Christie Tran

Appauling shortage of vegan optioins on Sapphire Princess from Southampton to Norway last week. One night I was presented with a plain jacket potato as a main course. Another night it was a huge plateful of mange tout with cubes of tofu - absoultely tasteless. I could site more examples but I think you get the general drift. There was no dairy free spread for bread rolls and toast - this is a basic requirement. I was presented with a vegan menu in the Vivaldi restaurant and then told the items were not available! The chef did his best but he obviously hadn't had any training in dairy free catering. Giovanni, the waiter bent over backwards to come up with ideas that the chef could prepare. After a few disasterous meals I opted to go to to the Lido buffet for my meals where I could at least help myself to salad and fruit. No protein was available.
As you can imagine it took the shine off what was supposed to be a special occasion cruise. I have never come across such inadequacy before. I have been on other company's cruises where I was presented with a different choice of vegan food every meal. I know for a fact that there were other people on the ship facing the same dilemna. I find it incredible in this day and age of environmental awareness and people with dairy allergies that Princess are dragging their feet on this issue. Please tell me that you will look seriously into this issue and let me know your plans I shall not book another Princess cruise until this problem is sorted.

Carole Ann Davies

Please respond to E Mail: - figan.[protected]@hotmail.co.uk

It took 7 times of calling and complaining to get the air conditioner working that I'm not sweating in my cabin. The other issue is I call I go down to the service desk and complain that the refrigerator is not working properly, now I'm told it's a cooler well how the got the cooler to cool they put a bucket of ice in it? Why Time is money and money is time I'm wasting my vacation trying to get things fixed. I have been on a lot of cruises and I have been on Princes before what happened. What do you have to DO to get some results. My E-mail is [protected]@ptd.net, my name is Bruce Ream. Will someone call this ship and find out what is going on?

After giving our full travel itineraries dates times etc. To the princess booking agent (september 4th flying in from toronto to vancouver and from vancouver to anchorage arriving at 3:30 pm l then purchased our princess transfer shuttles from anchorage to whittier. She assured me that we had plenty of time to arrive at our ship for boarding and a departure of 8:30pm. Today after doing my on line check in for our cruise l was given a prompt that our shuttle would not arrive in time for the cruise departure. This is utter [censored]. I was assured that there are continuous shuttles from anchorage to whittier! What is going on here? After paying for our flights and booking and paying for our cruise and all along l had been given false information right from the get go? You need to call me asap as l have wasted hours trying to get information from princess cruise lines today... To no avail... We still have no idea what is going on! Call [protected]. Please leave a direct number that l can call back on... We have had enough of your wait lines and inabilities to give us answers to our questions!,,

I was feeling general weakness motion sickness and imbalance went my doctor she order test carted artery, ekg, then to heart doctor he did ultra-sound on my heart then to ent he did mri on my head then he did vng evaluation test came back I had vestibular hyposunction 83 percent weakness in inner ear they sent me to therapy for 11 weeks 22 times I file all the report the insurance request and they are still giving me a hard time 3 and a half months ago

I'm Elenita Manalo .I took the Australia and New Zealand cruise with the rest of my group.( V V2L2L February 18 2019. We bought bags and accessories from Louis Vuitton in Sydney. We bought the items with VAT taxes or taxes .Since we are foreigners we are entitled for the refund of the taxes.The only problem was we were misinformed at LV store .The sales rep said that we could register on line for the item that we bought in order to get a bar code and just scan the bar code at the airport in New Zealand.
The problem was that Australia and New Zealand are 2 different countries unlike the European Union countries wherein we could buy the item in one country and exit another country and still be able to claim the tax refund either in person or by mail.
Since it was a cruise from Australia to New Zealand, there was no airport to exit Australia.When buying in New Zealand, there's no taxes so it is duty free unlike Sydney, Australia taxes is added.
We cruise directly from Australia to New Zealand . We left New Zealand by air. Is there a place in the Sydney port terminal or immigration that we could have reported the Tax item in order to get the tax refund or could we have reported in the cruise ship?
We tried reporting it to Sydney LV but we were unable to get the refund.We are unable to register the items to the right location or department.
I think getting the right information will help us and other cruiser for future purposes. Don't know if you would be able to help me out to get a tax refund but the e information would still be very important. Awaiting for your response.Thank you very much.

booking WPGM7D, On June 30th, on our way home to Newark airport, Bus driver DROPPED passengers off at Heathrow airport outside of terminal 3, even though many protested that their confirmations of British Airways stated terminal 5, and that our transfers were prepaid. It took us a long time to find out how to get to terminal 5, and then we had to go outside for an elevator to take us to a train, and then a very long walk to terminal 5, leaving us physically and emotionally exhausted. In our haste, I left behind my favorite lavender short sleeved sweater (with buttons, maybe nylon) near the inside entrance to terminal 3, and couldn't get any official at terminal 5 to retrieve it. If you could get this sweater back to me, this might partially make up for any of the inconveniences and disappointment we have encountered. thank you for your consideration and previous history of cooperation. Phyllis Tuttle, 60 Omni Court, NEW CITY, NY 10956, USA, phone [protected], (best time 8:30-9:30am, M-F, if no answer, call cell at [protected])