How to make a complaint re: Australia

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#1
Brisbane
77 Posts
Joined Feb 2007
Hi all, I need to some help who to make a complaint to regarding customer service I received on the phone.

My friend has recently received a outstanding bill via the post stating she did not settle her on board account before she ( which we have credit statement to say she did). We sailed in America but booked from Australia.

Unsure if the letter was legitimate because of all the scams to do with credit card fraud I called princess Australia for some more clarification. After waiting on hold for 20 minutes explain to the operator what happened and she said I will transfer you to our international section, after a further 20 minutes of waiting I got through to a very very rude man. He was extremely abrupt with me.

He told me that I had wasted my time because he had nothing to do with it and I should just hang up the phone, because princess Australia has nothing to do with the American company ( but they are happy to take bookings for them).

I said to him so I just waited on hold for 40 minutes and this is all you can do for me, is tell me to call America. (The money that I use to sort this out will be more than the amount that she owed). He also inflamed the suitation be repeatly telling me to have great day in a scarcastic voice.

Can anyone help me who to complain to or am I just wasting my breath.

I am so disappointed with Princess !
Thanks in advance
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#2
LOS ANGELES, CA, US
1,421 Posts
Joined May 2000
Originally posted by bixy
Hi all, I need to some help who to make a complaint to regarding customer service I received on the phone.

My friend has recently received a outstanding bill via the post stating she did not settle her on board account before she ( which we have credit statement to say she did). We sailed in America but booked from Australia.

Unsure if the letter was legitimate because of all the scams to do with credit card fraud I called princess Australia for some more clarification. After waiting on hold for 20 minutes explain to the operator what happened and she said I will transfer you to our international section, after a further 20 minutes of waiting I got through to a very very rude man. He was extremely abrupt with me.

He told me that I had wasted my time because he had nothing to do with it and I should just hang up the phone, because princess Australia has nothing to do with the American company ( but they are happy to take bookings for them).

I said to him so I just waited on hold for 40 minutes and this is all you can do for me, is tell me to call America. (The money that I use to sort this out will be more than the amount that she owed). He also inflamed the suitation be repeatly telling me to have great day in a scarcastic voice.

Can anyone help me who to complain to or am I just wasting my breath.

I am so disappointed with Princess !
Thanks in advance
I'm sorry this happen to you. I think you need to deal directly with Princess in Los Angeles. I believe the people in Australia are just booking agents for Princess in name only. You might want to contact Princess in Los Angeles and request (fax) a copy of her itemized on board folio to see there is any outstanding balances. If it show paid in full there is no further action. Or you could just send a letter to Princess' Guest relations explain the situation along with the letter she received in the mail along with a copy of her credit card statement showing the charge. Keep a copy for your records. If it some kind of scam it might be a good idea to let Princess be advise of it. That should do it. Princess will contact her if there is any further action.
#3
41,652 Posts
Joined Apr 2007
Originally posted by bixy
Hi all, I need to some help who to make a complaint to regarding customer service I received on the phone.

My friend has recently received a outstanding bill via the post stating she did not settle her on board account before she ( which we have credit statement to say she did). We sailed in America but booked from Australia.

Unsure if the letter was legitimate because of all the scams to do with credit card fraud I called princess Australia for some more clarification. After waiting on hold for 20 minutes explain to the operator what happened and she said I will transfer you to our international section, after a further 20 minutes of waiting I got through to a very very rude man. He was extremely abrupt with me.

He told me that I had wasted my time because he had nothing to do with it and I should just hang up the phone, because princess Australia has nothing to do with the American company ( but they are happy to take bookings for them).

I said to him so I just waited on hold for 40 minutes and this is all you can do for me, is tell me to call America. (The money that I use to sort this out will be more than the amount that she owed). He also inflamed the suitation be repeatly telling me to have great day in a scarcastic voice.

Can anyone help me who to complain to or am I just wasting my breath.

I am so disappointed with Princess !
Thanks in advance
Send an email to Princess in Santa Clarita.
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#4
North Carolina
8,716 Posts
Joined May 2009
I, too, would be disappointed with that treatment. I hope you can reach some one at Princess to help you...
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#5
In the Valley, CA
22,862 Posts
Joined Nov 2004
I would have your friend send an email to customer service at Princess (hopefully someone can post the email address on this thread). If she gave a credit card at the embarkation check in that's okay, and she didn't go over her limit, there really shouldn't be any problem, I would guess. You can give your friend the name of the rude guy to include in the email.

She should look over the final accounting (the one that's slipped under the door early the disembarkation morning) just to make sure there's nothing irregular there (good idea to do that right on the spot anyway).

Make sure to tell her to keep the email short and sweet...stick to the pertinent facts and keep it readable..if more than say eight lines, she should split the text into paragraphs).
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Patty the Cruisin' Chick (may all your cruises be smooth sailin')

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#6
In the Valley, CA
22,862 Posts
Joined Nov 2004
Maybe this email????

[email protected]
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Patty the Cruisin' Chick (may all your cruises be smooth sailin')

Hoping for another trip to the land of Aloha!

Carnival Jubilee - Mex. Riv.; Sensation - W. Caribb.; Holiday (2Xs) - Baja; Paradise - E Caribb; Ecstasy - Baja; Star Princess - Mex. Riv.; Sapphire Princess - Alaska; Island Princess - Hawaii; Golden Princess - Hawaii (one of the best cruises ever!!!!); another Golden Princess -- Hawaii

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#7
Batemans Bay, NSW Australia
8,608 Posts
Joined Mar 2006
Perhaps call the CEO of Carnival Australia - Ann SHERRY? Princess/P&O in Australia all work out of the Carnival Australia Office at North Sydney. Phone: (from Australia) 84248800

Princess Australia was your agent for this booking, they must take some responsibility.
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#8
Houston, Tx
9,651 Posts
Joined Sep 2000
Post a brief description of your complaint on Alan Buckalew's Facebook page. For two weeks I had a problem resolving a web site identity problem with Carnival. I posted my complaint on Carnival's equivalent page. That same day I received a response from a customer service agent who solved the problem overnight.

http://www.facebook.com/alan.buckelew
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#9
NSW Australia
1,075 Posts
Joined Jan 2012
The problem with email is I think the Australian website "catches" all traffic at princess dot com and you won't get through to the American website or American customer relations. It is very frustrating. Maybe that Facebook link or higher up in Australia might be worthwhile unless someone can give you a specific email address for someone high up in customer relations America ie: johnsmith at princess dot com.
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#10
North Carolina
8,716 Posts
Joined May 2009
Originally posted by Stevesan
Post a brief description of your complaint on Alan Buckalew's Facebook page. For two weeks I had a problem resolving a web site identity problem with Carnival. I posted my complaint on Carnival's equivalent page. That same day I received a response from a customer service agent who solved the problem overnight.

http://www.facebook.com/alan.buckelew
Nice!
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Royal Princess- 25th Anniversary in the Mediterranean- 6-25-16- http://boards.cruisecritic.com/showthread.php?t=2371183
Emerald Princess- Grand Cayman- 3/10/16- First Solo "Sandwich" Cruise http://boards.cruisecritic.com/showthread.php?t=2326900
Coral Princess- Panama Canal- 12/17/15- Cruisemas in the Canal. http://boards.cruisecritic.com/showthread.php?t=2289607
Royal Princess- British Isles 6/25/15- Move-over offer- Part 2... and the last hurrah with my beautiful mom. http://boards.cruisecritic.com/showthread.php?t=2226507
Royal Princess- Caribbean 1/28/15 Move-over offer- Part 1 http://boards.cruisecritic.com/showthread.php?t=2158487
Grand Princess- Alaska 7/20/14- Family cruise to Alaska- Take 3! http://boards.cruisecritic.com/showthread.php?t=2075740
NCL Spirit- Western Med. 1/14/14- Or how we almost missed the boat! http://boards.cruisecritic.com/showthread.php?t=1974054
HAL Zuiderdam- Western Caribbean 12/27/13-Our "One-off New Years Cruise" http://boards.cruisecritic.com/showthread.php?t=1959031
Star Princess- South America 1/30/13 http://boards.cruisecritic.com/showthread.php?t=1779657
Ruby Princess- Caribbean 12/23/11 http://boards.cruisecritic.com/showthread.php?t=1538653
Victoria Anna- Yangtze River Cruise 7/10/11
Caribbean Princess- Canada/New England 10/02/10 http://boards.cruisecritic.co.uk/sho....php?t=1290239
HAL Rotterdam- Alaska 07/10/10 http://boards.cruisecritic.com/showthread.php?t=1233347
Golden Princess- Alaska 07/11/09 http://boards.cruisecritic.com/showthread.php?t=1027042
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#11
Vancouver Island, BC, Canada
1,141 Posts
Joined Mar 2008
Originally posted by bixy
Hi all, I need to some help who to make a complaint to regarding customer service I received on the phone.

My friend has recently received a outstanding bill via the post stating she did not settle her on board account before she ( which we have credit statement to say she did). We sailed in America but booked from Australia.

Unsure if the letter was legitimate because of all the scams to do with credit card fraud I called princess Australia for some more clarification. After waiting on hold for 20 minutes explain to the operator what happened and she said I will transfer you to our international section, after a further 20 minutes of waiting I got through to a very very rude man. He was extremely abrupt with me.

He told me that I had wasted my time because he had nothing to do with it and I should just hang up the phone, because princess Australia has nothing to do with the American company ( but they are happy to take bookings for them).

I said to him so I just waited on hold for 40 minutes and this is all you can do for me, is tell me to call America. (The money that I use to sort this out will be more than the amount that she owed). He also inflamed the suitation be repeatly telling me to have great day in a scarcastic voice.

Can anyone help me who to complain to or am I just wasting my breath.

I am so disappointed with Princess !
Thanks in advance

I would e-mail a copy of your post to Costumer Services and the CEO.

E-mail addresses for these departments follows.

Customerrelations<[email protected] s.com>;

Ceo <[email protected]>

Cato

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#12
Melbourne, Australia
10,617 Posts
Joined Sep 2002
I cannot understand that if you booked in Australia through Princess Australia that the Australian Princess Company cannot help you. It is a separate company but as it took your booking they should still be able to help a customer. Otherwise, buy an International phone card for $10 here in Australia and dial the toll free number - 0011 1 866 335 6379 or 0011 1 800 774 6237 and then you can speak to whom ever you need to for as long as you want and it won't be costing very much at all. I have done this and it only cost me 20 cents!

If you have the Visa or Amex statement with the credit on then it is not a big worry. Your credit card provider can argue with Princess, if the letter isn't a scam, as they have the proof that the account was paid. Otherwise, get in touch with the T.A. you booked through and ask them to find out why you still have a debit on your shipboard account when you have paid the money.

I certainly wouldn't be wasting a lot of time or sleep over it as you have the statement saying that it has been paid.

Jennie
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