You Loose your Promo Accepting an Upsell

azbirdmom · Posted April 16th, 2018, 08:49 PM

I have taken multiple upsells and have never lost a single perk. I also have copies of every single upsell offer - you definitely need to get ahold of your's to see if there's anything stated there about losing perks if you accept the offer. Either this was a one-off or a mistake. In any event your TA did you no favors if they knew the terms of the offer and didn't advise you of the ramifications of accepting the offer. I would definitely contact Princess to find out the whole story and what you can do to reinstate your perks. By the way, all of the Princess contacts are here, I think someone misstated Jan's email address above: http://www.elliott.org/company-contacts/princess/ .

Cruise Raider · Posted April 16th, 2018, 08:59 PM

Did you upgrade or accept an upsell? It has always been my understanding that the upsells allow you to keep your perks whereas, if you found an upgrade to a better cabin at a good price, you would only be given whatever offer is currently available. I would call back until I got my old deal back or if they reinstated your perks. Many times, I've called down there and got one answer and called back and got a completely different resolution. Tell them you are sorry for having to keep calling back but you are just asking for what is right. Best of luck ... come back and let us know how it all worked out. Fingers crossed for you.

Host CJSKIDS · Posted April 16th, 2018, 09:12 PM

Originally posted by azbirdmom
I have taken multiple upsells and have never lost a single perk. I also have copies of every single upsell offer - you definitely need to get ahold of your's to see if there's anything stated there about losing perks if you accept the offer. Either this was a one-off or a mistake. In any event your TA did you no favors if they knew the terms of the offer and didn't advise you of the ramifications of accepting the offer. I would definitely contact Princess to find out the whole story and what you can do to reinstate your perks. By the way, all of the Princess contacts are here, I think someone misstated Jan's email address above: http://www.elliott.org/company-contacts/princess/ .

The princess.com email is also hers and will get through to her department, I just used it a couple of months ago and got a phone call in response.

cruzsnooze · Posted April 16th, 2018, 09:24 PM

I do not do facebook and after the recent revelations about privacy don't care to start now. My TA and I spent over an hour and got through to resolutions as I've stated. There is no written documentation so that's not a viable option.
IT WAS and upsell not a refare or price drop. I am totally jaded after spending several days over this on the phone with Princess and then the TA who is not the problem or the issue.
I will resolve the gratuity issue by removing my gratuity on board and no I won't feel guilt about it.
I have other cruise lines I like better but since they run three times the fare of Princess I will only use them once a year. I will start to look at Celebrity more and Princess less if Princess they can't get their policy more consistent
I'm thinking they don't really need my generation (early 60's) who although book suites do not spend a significant amount on board. I don't drink more then an occasional glass of wine and only take maybe 1 of their shore excursions and do the rest on my own. I'm no longer the demographic they seek to retain.
Resolution told the TA you loose your perks with an upsell, that's what happened twice.Once yesterday and again today.

Coral · Posted April 16th, 2018, 09:27 PM

Originally posted by cruzsnooze
I will resolve the gratuity issue by removing my gratuity on board and no I won't feel guilt about it.
.

Wow - punish the cruise line by refusing to tip the person who probably gets paid the least and works the hardest. No matter how upset I would be at the cruise line, I would never with hold tips from a room steward who cleans my room 2x a day and probably works 10 plus hours per day for 6 plus months at a time with out a day off.

Upsells usually come as written documentation. I am surprised at this.

tonit964 · Posted April 16th, 2018, 09:33 PM

I think the TA messed up big time. You don't lose your perks when accepting an upsell. If this is a "new policy" not many would pay more for an upsell AND lose their perks. Something went wrong with the TA.

Host CJSKIDS · Posted April 16th, 2018, 09:35 PM

Do you have the upsell email/offer from Princess? I worked with a TA on all of the them and she forwarded me the emails since they went to her first.

I just pulled up one of my old offers and this was on the bottom as part of the upsell. You get the promotions that you had based on what you booked and paid for prior to purchasing this exclusive upgrade offer.
Is this no longer on the bottom of the upsell email? I cut and pasted it below.

Upgrade cost is in addition to the fare already paid and is per person and based on double occupancy. Single occupancy pays 200%. Travel Protection premium may increase, if previously purchased. Offer is applicable to the guests named on this notification who are currently booked in the categories listed above. Guests booked in other stateroom categories are not eligible for this offer. This offer is capacity controlled and based on availability. Future Cruise Deposit program Onboard Credit (OBC) does not increase as a result of acceptance of this offer. If the promotion you are booked on has varying amenities by stateroom type, the amenities provided will be based on the category booked and paid for prior to purchasing this exclusive upgrade offer.

koolforkatz · Posted April 16th, 2018, 09:38 PM

Originally posted by cruzsnooze
I
I will resolve the gratuity issue by removing my gratuity on board and no I won't feel guilt about it.

While I understand your frustration over all of this, the room steward and dining staff have nothing to do with this issue whatsoever.

As mentioned above, I would keep at Princess until this was fixed. Something has gone terribly wrong here and I wouldn't let it be. Facebook problems aside, social media can work wonders to rectify problems.

moki'smommy · Posted April 16th, 2018, 09:50 PM

I'm sorry, but something is very wrong here. How did your TA learn about the offer if not thru an e-mail? And if an e-mail was sent, the TA should have a copy of it which could be forwarded to you!

fishin' musician · Posted April 16th, 2018, 10:06 PM

Originally posted by Coral
Wow - punish the cruise line by refusing to tip the person who probably gets paid the least and works the hardest. No matter how upset I would be at the cruise line, I would never with hold tips from a room steward who cleans my room 2x a day and probably works 10 plus hours per day for 6 plus months at a time with out a day off.

Agree 100%, please don't screw the crew.

Lucky TGO · Posted April 16th, 2018, 10:09 PM

Originally posted by moki'smommy
This is wrong. You are supposed to keep all your perks when you accept an upsell!

Hi Moki,
I totally agree with you. So I call my TA to check and she said Princess changed there policy.
You will lose your perks if you accept an up-sell.

My TA said she would have told me not to take that up-sell.
Tony

cruzsnooze · Posted April 16th, 2018, 10:10 PM

I will call one more time tomorrow. The upsell was not in writing, it was over the phone.
Since my gratuity was already included in my promo I am not going to double pay, that's how I feel and YMMV. The crew gets paid the same regardless of your leaving or removing tips since it doesn't all go to them anyway. That topic has been beaten to death and I've written my information on those threads. After tomorrow I am not going to pursue it further, hours and hours on hold and the frustration aren't worth it to me. I will come back and post what happens.

Coral · Posted April 16th, 2018, 10:19 PM

Originally posted by cruzsnooze
I will call one more time tomorrow. The upsell was not in writing, it was over the phone.
Since my gratuity was already included in my promo I am not going to double pay, that's how I feel and YMMV. The crew gets paid the same regardless of your leaving or removing tips since it doesn't all go to them anyway. That topic has been beaten to death and I've written my information on those threads. After tomorrow I am not going to pursue it further, hours and hours on hold and the frustration aren't worth it to me. I will come back and post what happens.

Your issue is with your travel agent which is pretty much an order taker.

Host CJSKIDS · Posted April 16th, 2018, 10:29 PM

Ask your TA where the email is. Unless they changed the way they do it completely from February, it would be a huge change for there not to be one. You can't be the only one who received the upsell, so did they call your TA and leave a message about your offer?

This really is a terrible change to their upsell program.

suekel · Posted April 16th, 2018, 10:57 PM

Well, I'll ask on Facebook.

idahospud · Posted April 16th, 2018, 10:58 PM

I'd ask to see the email the TA received. It almost sounds like she re-fared you (where you would lose your perks) instead of processing it as an upsell.

I received an upsell offer this week and it doesn't say anything about losing my perks. In fact it specifically states that I keep the amenities based on the cabin I originally booked. The fine print states:

Upgrade cost is in addition to the fare already paid and is per person and based on double occupancy. Single occupancy pays 200%. Travel Protection premium may increase, if previously purchased. Offer is applicable to the guests named on this notification who are currently booked in the categories listed above. Guests booked in other stateroom categories are not eligible for this offer. This offer is capacity controlled and based on availability. Future Cruise Deposit program Onboard Credit (OBC) does not increase as a result of acceptance of this offer.
If the promotion you are booked on has varying amenities by stateroom type, the amenities provided will be based on the category booked and paid for prior to purchasing this exclusive upgrade offer.

Host CJSKIDS · Posted April 16th, 2018, 11:03 PM

Originally posted by idahospud
I'd ask to see the email the TA received. It almost sounds like she re-fared you (where you would lose your perks) instead of processing it as an upsell.

I received an upsell offer this week and it doesn't say anything about losing my perks. In fact it specifically states that I keep the amenities based on the cabin I originally booked. The fine print states:

Upgrade cost is in addition to the fare already paid and is per person and based on double occupancy. Single occupancy pays 200%. Travel Protection premium may increase, if previously purchased. Offer is applicable to the guests named on this notification who are currently booked in the categories listed above. Guests booked in other stateroom categories are not eligible for this offer. This offer is capacity controlled and based on availability. Future Cruise Deposit program Onboard Credit (OBC) does not increase as a result of acceptance of this offer.
If the promotion you are booked on has varying amenities by stateroom type, the amenities provided will be based on the category booked and paid for prior to purchasing this exclusive upgrade offer.

So that's the same email that I have always gotten!

Thrak · Posted April 16th, 2018, 11:44 PM

I think the clue lies in the phrase, "my big box TA". They aren't noted for doing anything for the customer except giving good OBC. A good TA would never let this happen. I know mine wouldn't. I would send email to [email protected] which is an address that has gotten me follow up phone calls. I think this is crap and your TA likely blew it and is giving you a BS story to try to cover themselves. Don't just let the TA handle it anymore. If you call Princess and the phone menu asks if you are working with a TA say NO and get a real person to talk with rather than a message saying they can't help you.

broberts · Posted April 17th, 2018, 12:03 AM

Originally posted by Coral
Wow - punish the cruise line by refusing to tip the person who probably gets paid the least and works the hardest. ...

Time honored tradition in service industries. Enough people do this and pretty soon the cruise line can't get staff. Something has to change.

Woobstr112G · Posted April 17th, 2018, 12:10 AM

Originally posted by cruzsnooze
Just today I found out that the upsell I took lost my perks, So I paid an extra $2100 for the upgrade and lost hundreds in OBC and Gratuity on the 3 for free so the upgrade was more like $3000. So sorry I took it now. $3000 for a 12 day cruise is not what I would have accepted.
It used to be you kept the promo you booked with. They should have stated they changed the policy.
I plan to remove my gratuity on this voyage since I booked with it paid - and there's nothing I can do about the lost OBC. Resolutions were unable to help me, my big box TA called them.
If you booked with the AIBP that's a big loss on top of the upsell costs so consider carefully what the actual costs will be and make an informed decision.

I've accepted two upsells and kept my perks both times. Hope everything works out for you.....

Bob