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  #1  
Old July 17th, 2012, 02:01 PM
bixy bixy is offline
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Default How to make a complaint re: Australia

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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Pacific Dawn 26th March 2011 New Zealand
Sun Princess 23rd January 2010 New Zealand

Dawn Princess 5th June 2009 Sydney - Brisbane
Pacific Star 14th April 2007 Nouema, Lifou, Port Villa
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  #2  
Old July 17th, 2012, 03:03 PM
COMBOY COMBOY is offline
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Quote:
Originally Posted by bixy View Post
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.
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  #3  
Old July 17th, 2012, 05:03 PM
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Pia1913 Pia1913 is offline
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Quote:
Originally Posted by bixy View Post
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  
Old July 17th, 2012, 05:09 PM
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TracieABD TracieABD is online now
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I, too, would be disappointed with that treatment. I hope you can reach some one at Princess to help you...
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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
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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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  #5  
Old July 17th, 2012, 07:03 PM
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Cruisin' Chick Cruisin' Chick is offline
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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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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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  #6  
Old July 17th, 2012, 07:10 PM
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Cruisin' Chick Cruisin' Chick is offline
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Maybe this email????

customerrelations@princesscruises.com
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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  
Old July 17th, 2012, 08:52 PM
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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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PRINCESS ELITE CRUISER: 402 days
Also cruised with Celebrity, P&O Australia, P&O UK, Carnival, Sitmar, Sydney Harbour Ferries.
World Cruise, plus British Isles, Europe, Med, Greek Isles, Transatlantic, Asia, USA, Panama Canal, South America, Central America, Caribbean, Alaska, Canada, Japan, South Pacific, Australia, New Zealand.!

Last cruise: Oriana - 20 October 2015, Atlantic Islands/Canary Islands - 16 days


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Island Princess: - 16 November 2016, from LA, Panama Canal, Mexico and Central America - 20 days.

Queen Mary 2: - 2 March 2017, Sydney to Hong Kong - 17 days.

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Last edited by NSWP; July 17th, 2012 at 08:56 PM.
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  #8  
Old July 18th, 2012, 12:40 PM
Stevesan Stevesan is offline
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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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1999 Rotterdam VI Europe
2000 Mercury W. Caribbean
2000 Volendam S. Caribbean
2001 Viking Star Danube River
2001 Veendam E. Caribbean
2002 Veendam B2B Alaska
2003 Zuiderdam B2B W/E Caribbean
2004 Maasdam E. Caribbean
2005 Grand Princess W. Caribbean,
2005 RVI Europe
2005 Veendam S. Caribbean
2006 Grand Princess W. Caribbean
2007 Grand Princess W. Caribbean
2008 Crown Princess S. Caribbean
2008 Sea Princess Canada/New England
2009 Maasdam S. Caribbean
2009 Crown Princess British Isles
2010 Grand Princess S. Caribbean
2010 Carnival Conquest W. Caribbean
2010 Crown Princess W. Caribbean
2011 Maasdam S. Caribbean
2011 Emerald Princess B2B E/S Caribbean
2012 Carnival Magic W. Caribbean
2013 Crown Princess W. Caribbean
2014 Caribbean Princess W. Caribbean January 11
2014 Caribbean Princess W. Caribbean April 19

Last edited by Stevesan; July 18th, 2012 at 12:40 PM.
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  #9  
Old July 18th, 2012, 12:56 PM
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paddingtonbear paddingtonbear is offline
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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  
Old July 18th, 2012, 01:50 PM
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TracieABD TracieABD is online now
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Quote:
Originally Posted by Stevesan View Post
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
Crown Princess-Baltic 07/09/2008
Several Princess Cruises to Bahamas July 1980s and 1990s
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  #11  
Old July 18th, 2012, 04:40 PM
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Donna’sMom&Dad Donna’sMom&Dad is offline
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Quote:
Originally Posted by bixy View Post
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<customerrelations@princesscruise s.com>;

Ceo <arbuclew@princess.com>

Cato

Completed Cruises !

Pre-cruise Days - The Big Red Boat, 1993 ??

1st cruise - Coral Princess, 19 November 2008, 10 day Panama Canal, FLL to ACA
2nd cruise - Coral Princess, 15 May 2009, 3 day Repositioning, Los Angeles to Vancouver.
3rd cruise - Sapphire Princess, 25 November 2009? 7 day Mexican Riviera.
4th cruise - Golden Princes, 12 June 2010, 7 day Alaska. (Golden Anniversary Cruise)
5th Cruise - Island Princess, 04 October 2010, Vancouver - Los Angeles, Repositioning
6th cruise - Sapphire Princess, 05 January 2011, 10 day Mexican Riviera. LA to LA.
7th cruise - Golden Princess, 11 May 2011, 3 day, LA to Vancouver, Repositioning
8th cruise - Sapphire Princess, 14 May 2011, 1 day, Vancouver to Seattle, Repositioning
9th cruise - Coral Princess 19 May 2011 2 day, San Francisco to Vancouver, Repositioning
10th & 11th cruises - Coral Princess 02 July to 16 July 2011, round trip Vancouver - Whittier Alaska, B2B
12th & 13th cruises - Sapphire Princess, x2, Cabins, 18 Sep. 2011, 1 day, Seattle to Vancouver, Repositioning
14th & 15th cruises - Golden Princess, x2, Cabins, 24 Sep. 2011, 1 day, Seattle to Vancouver, Repositioning.
We have now reached Elite status with Princess Cruise Lines
16th cruise - Oasis of the Seas, 26 Nov. 2011, 7 day, Western Caribbean, Ft. Lauderdale, Ret.
17th & 18th cruises - Crown Princess B2B, 03 - 10 Dec & 10 - 17 Dec 2011, 14 Days, South & western Caribbean
19th cruise - Grand Princess, 31 Mar. - 07Jun.0212 7 Days, Eastern Caribbean, FLL - FLL
20th cruise - Island Princess, 06-16 June 2012, 10 day cruisetour Vancouver - Wittier

Future & Hopeful Cruises !
( Already booked )
.
21th cruise - Emerald Princess, 16 day, 10 - 26 Sep. 2012, TA, Copenhagen - New York.
22 & 23rd cruises - Sapphire Princess B2B, 04 - 11 May & 11 - 18 May, 2013, California Coastal & Wine Country
24th cruise - Royal Princess 16 June - 05 July, 2013, 19 Day Inaugural cruise, Southampton - Venice.
25th cruise - Emerald Princess, 01 Oct. - 16 Oct. 2013, 16 Day Cruisetour, Toronto Via Quebec City to New York City



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  #12  
Old July 18th, 2012, 09:03 PM
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Aussie Gal Aussie Gal is offline
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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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Our Cruises:
2016 QM2 - New York to Southampton
2016 Marina - Papeete to New York
2016 Golden Princess Melbourne to New Zealand & Return
2015 Sun Princess - Brisbane to New Guinea
2015 Ocean Princess - Singapore to Cape Town
2015 Celebrity's Solstice - Sydney to New Caledonia and Vanuatu
2014 Diamond Princess - Kyushu & Onsens Mystery Cruise around Japan due to 2 typhoons
2014 Ocean Princess - Australia and Asia
2013 Noordam - Adriatic & Roman Explorer
2013 Ocean Princess - Land of the Midnight Sun
2013 Celebrity's Solstice - Auckland to Sydney
2012 Emerald Princess - New England Cruise Tour
2011 Royal Princess - Tahiti to Ft. Lauderdale via Sth America - Farewell Cruise
2010 Ocean Princess - Capetown to Dover - via West Africa
2009 Prinsendam - Athens to Ft. Lauderdale - Transatlantic
2009 Azamara's Quest - Hong Kong to Beijing - Far East Asia
2008 Tahitian Princess - Vancouver - Vancouver - Alaska in depth
2008 Oceania's Nautica - Hong Kong to Athens - the Pirate run!
2007 Tahitian Princess - Tahiti to Hawaii
2007 Pacific Princess - Sydney - Sydney - the Pacific Islands
2006 Veendam - Vancouver to Tampa via the Amazon
2006 Galapagos Explorer ll - Galapagos Islands
2006 Regal Princess - Rio de Janeiro to Valpariso via Antarctica
2005 Maasdam - Boston to Rotterdam via Greenland, Iceland & Norway
2004 Prinsendam - Athens to Venice via the Black Sea
2004 Tahitian Princess - Tahiti & the Cook Islands
2003 Noordam - Copenhagen to Rome
1999 Maasdam - Dover to Copenhagen via Russia (Baltic)
1995 Olympic - Greek Islands & Istanbul
1982 Oriana - Pacific Islands & New Zealand.

Future Cruises:

January, 2017 -Vanuatu & New Caledonia on the Emerald Princess. - 11days
April, 2017 - Sydney to Hawaii & Tahiti & Return on the Sea Princess - 35 days

Last edited by Aussie Gal; July 18th, 2012 at 09:11 PM.
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