charlesnMiami

And that appears to be exactly what has happened easyboy. After getting the price and policy from PrincessEzAir on a second call I called back and got back into the queue. That was 24 hours ago and no return call from agent. Unfortunately you can't book Princess EzAir with out a booked cruise confirmation number to associate with the EzAir booking so unless they are able to answer a pricing question and payment policy question from the Inventory office you must make a leap of faith that the new air cost and payment plan is doable. Note if the client were originally booked with Princess EzAir there would be no issues as Princess rebooks at a new price on the spot or allows you to call back and book the flight later with no change charges.

Since your the travel agent it's up to you to find out all the information for your client. Try asking other experienced TA's how they handled it. I would be very hesitant to use a TA who doesn't know how to handle the issues associated with my booking.

Yes, I am their agent and have not pushed anything back on them. You seem to make the assumption that this is the only place I have discussed the issues. Not so, and that is my point In going directly to the source, Princess, the answers have not been provided and I will not shoot from the hip without the response being verified. My client will keep their current booking but will not come back to Princess because of their failure to provide Customer Service. Pretty simple.

Canceling and rebooking is not easy for a customer. There are a number of factors to make the decision. I don't expect the Princess rep to know my considerations and guide me in making an informed decision. I recognize their limitations and their primary job of accepting the customer decision and initiating the change in booking when accepted.

 

 

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I would expect the Princess rep to be able to answer a question about PrincessEzAir or at a minimum connect me to a department that could provide that answer about PrincessEzAir payment policy.

This client was a first time cruiser with Princess and has told me that it will be her last. So yes JimmyVWine, customers will draw their own conclusions based upon their own experience and what others have had. Cruise Critic exists to be a forum for both the bad and the good so that customers can make informed decisions so don't scratch your head any more. I want people to have information and be able to make their own decisions.

So based on one experience, with one uninformed, rude employee, you have come to the decision to not recommend Princess? I seriously wonder what will happen when you encounter the same thing with Celebrity and Royal Caribbean? Believe me, they also have uninformed, rude employees.

 

In 59 cruises with Princess, I have received one move-over offer. Thank you very much for your "warning", but it really is something that most passengers will never have to concern themselves with.

Actually it is the second major issue I have had with Princess that went unresolved for over a week before client cancelling an Alaska cruise because they refused to honor her all inclusive beverage package that was part of her deal. It's not just one person. It is the fact that you can't get answers when you have to elevate the issue. That client went over to NCL. Yes, others have uninformed and rude employees but I have been able to elevate and solve the issues when they happen. I'm pleased to hear that you have not had issues in your 59 cruises but it hasn't been that way with me. I would rather book with companies that I have gotten great service from.

I would agree Thrak. Make it pretty easy when considering what you have paid for a 28 Day cruise. Not quite the same when looking at travel to the Med. for a 7 day cruise, especially if your funds are already allocated to a flight.

I was told by the Agent that even thought they are "overbooked" that my Clients in a Guarenteed Balcony will get their Balcony although they sail on Sep 2nd and haven't gotten an assigned cabin yet. As I told them, it can be up until the day before embarkation when they get their assignment.

Hope you get that lovely upgrade too. Let us know.

I'm surprised to hear this. We accepted a moveover offer about one month ago. We shifted our cruise from this August to August 2018. The agent said to call back to the same number in September (when flights opened up) and they would take care of our EzAir arrangements, including up to $500 per person in additional air charges if necessary.

 

But my main point remains that if it was easy, if it was no hassle, they wouldn't have offered us a free cruise in a Penthouse Suite.

 

Jim

It seems that it was pretty easy for you Jim and I'm glad to hear that. Have a wonderful Penthouse cruise and enjoy.

Well Tom I and my client as well as my business manager have been in contact with Princess Customer Service Department and as you have put it, didn't get the answers. An attempt to contact our Princess Business Development Manager got an auto reply that she was on vacation but left no contact number for another associate to provide assistance.

My objective with posting here on Cruise Critic is to make folks aware of a seriously lacking customer service department, not to solve my problem. We all have choices as to who we choose to cruise with and as I said earlier we should make informed decisions; not just a yes or no without facts. I'm sure other love Princess and have posted so on Cruise Critic but in my opinion their customer service needs serious upgrading. Cruise Critic is a Forum to inform others, not necessarily get solutions.

I'm not sure it is good business practice to not provide customer service to Customers, especially first time customers, jasbo49, especially when Social Media can gain many other's attention when they are making decisions. We were discussing Princess EzAir policies so the agent should have been able to answer the clients questions. In this case Princess has already lost one customer and I as an agent will promote other Cruise lines over Princess. Do they care? Probably not. Do I care? Yes I do since I wasn't able to help my client make an informed decision.

I could easily deal with a few minutes of condescending attitude if it means I'll end up with a free cruise.

 

 

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I agree 100% if the agent were willing to answer the client's questions but that wasn't the case. She hung up claiming a bad connection but wdidn't call back. I called but never got a reply even after leaving voice mail and repeating the questions. We have been trying to get answers for 3 days, involved the BDM who is on vacation and left no additional contact while she is away. Just really poor customer service.

Of course they do partybarbie, however any decision should be a well informed decision and one whould expect the company making the offer to be able to respond to questions the client might have in a timely manner.

I agree with you KevintheirIrishDJ concerning condescending. She needs a new job because Customer Service is not her strong point. More staff might help but the current method leaves many with a bad taste about Princess even before they cruise.

You are so right Grego. In many cases it is not a simple yes or no. Lots of other factors are involved in the decision but it seems like Inventory Department only wants a yes or no at the time you call. The offer talks about air change fees being covered but what if the client has to cancel the air? If they book Princess EzAir flex fee is the complete payment now due immediately or upon Paid in Full Date for the future cruise?

Cruise lines have a pretty strict policy concerning refunds after paid in full dates so they are protected from a lot of last minute cancellations and as you say, need to be staffed to handle questions concerning these offers. Needless to say, my clients are upset with their Customer Service and say they won't book Princess again.

My clients received a "moveover offer" for their upcoming Sep. Med cruise. Princess says that the Sep cruise is over booked and thus they are making this offer. It has been a nightmare to try to work with the Inventory Department as they seem to be understaffed for the number of offers they have sent out. You call the only number provided and it goes to voicemail. When they finally call you back they can't answer questions concerning air changes and other changes necessary to make the move. It is no so simple when folks have air with other providers, hotels, excursions and transfers. involved. Customer service isn't a service when dealing with this department.