Email for Princess?

[DDori]

I've been hunting the Princess web-site and can't find an email address for them. They close at 7 pm and, unless I'm missing something, you can't email them either. Does anyone know if Princess does have email for Customer Service?

I booked my cruise directly through Princess and can't reach them. Is this why people book through those 24-hour cruise specialist agencies, instead?

Thanks.

[cattolica]

Have you tried to call? I think they are there until 10pm Pacific Time. I noticed you are in San Diego, I am in Orange County and I recently called them as late as 9pm.

Now, I was just calling 1-800-Princess, don't know if you are trying for a specific department

[DDori]

Yes, I tried twice around 7:30 pm Pacific Time and received the recorded message that they close at 7 PM.

I thought I had been able to reach them in the evenings a couple of years ago but that doesn't appear to be the case now.

I'm just miffed that they don't have email access when they close that early. I work and not being able to reach them at night or email is problematic. Are we expected to use snail mail?

I'd really like to gripe directly to them about this communication problem for working people but, oh darn, that would require a way to communicate with them.

I'm fairly new to cruising but this is telling me that Princess is catering to the retired, who can easily call them during the day. Is there a cruise line that has a reputation for being friendlier to working people?

[DDori]

P.S. I just found an advertisement from Princess in my inbox. I don't know if anyone from Princess reads email using that address or if it's only for out-going spam, but if someone finds this thread because they're experiencing the same frustration, the email address used by the out-going email was princesscruises@email.princess.com.

[Coracii]

Maybe I'm missing something, but right on their "Contact Us" page of their website they have a customer relations e-mail address. It's customerrelations@princesscruises.com and it wasn't difficult at all to track down, took all of about 10 seconds. You could also send your questions to the Captain's Circle e-mail account at captainscircle@princesscruises.com if the question is something they would typically handle.

[DDori]

Thank you. I was scanning for an email address on their Contact Us page. I didn't know that it was necessary to click on Customer Relations list, which brings up an email window that includes an email address that I can copy into my normal email system. Tricky.

 

My first question for them will be to confirm their hours - their recorded message last night said that their Customer Service hours were 5am to 7 pm. Stay tuned.

 

By the way, I didn't receive any reply to my other email so that address is probably only for outgoing mail.

[DDori]

I received the following automated reply after emailing customerrelations@princesscruises.com, indicating that it would probably take 2-4 weeks for a reply. My cruise is in 3 days so this isn't a workable solution to resolve the problem with my reservation. Of course, they encourage you to call for more pressing questions but, according to the recorded message I received last night, they close at 7. Aghhhh!

 

"Thank you for the email sent to the Customer Relations department at Princess Cruises. Please accept this auto-generated response as acknowledgement that your correspondence has been received.

 

If your email is regarding a recent cruise experience, we appreciate your feedback as it allows us to ensure we're delivering the highest possible service to our valued passengers. Your email will be reviewed and assigned to one of our Customer Relations Specialists for research and response. In most cases we are able to respond to you within 2-4 weeks, however some cases may take longer.

 

If your email is regarding a pre-cruise question or concern, we encourage you to call us to ensure your question or comment is answered prior to your

cruise. If calling from the U.S. please dial 1-800-PRINCESS and select option 3. For calls originating from outside the U.S please. dial (01) 661-753-0000."

[rajones007]

A couple weeks ago I emailed them a couple questions I had and they responded the next day. Then that started a little back-and-forth Q&A via email and somebody replied within a few hours each time.

 

They do everything they can to encourage you to call them on the telephone, but I live in the 21st century and prefer email.

 

edit. The email I used was customerrelations @ princesscruises.com

[DDori]

Rajones,

Customerrelations@princess.com did reply so I'm following your lead of trying to resolve this via email. But, my cruise leaves Saturday so I'm cutting it close.

Customer relations confirmed that they have cut back their hours to 5am - 7pm Pacific Time Monday through Friday, and 7am - 5pm Saturday and Sunday.

This will probably be my last cruise on Princess for awhile since I need to be able to make arrangements at night. I know that Carnival is accessible at night and I'm hoping there are other cruise lines who still cater to west-coast working folk.

As problematic as this is for me, on the west coast, I'm wondering how people in Hawaii will react.

[Crown Prince]

The Customer Relations Department only handles Post-cruise problems. There is nowhere you can e-mail for your problem because everyone is busy on the phones.

Don't you have a lunch hour?

Being open 14 hours a day is shorter than the hours used to be. I guess everyone is cutting back.

What is the problem with your booking? Maybe we can help.

[regnig]

I'd sure try to find a way to make a phone call to their 800 number were I you. Although some departments do their best to get respond quickly to emails sometimes it just doesn't happen as one can understand the volumn they must get on a daily basis. Making that phone call would really be your best bet. And no, using a 24 hour online TA more than likely wouldn't help if your question required that they call Princess themselves.

 

OR, is your question of them perhaps something folks here on CC might be able to answer?

[katisdale]

Since they open at 5 AM perhaps you could call them before you go to work? I am guessing you work a 12 hour 7AM to 7 PM shift so perhaps an early AM call would work?

[DDori]

Thanks for all of your advice. I got the answer regarding my cruise - it wasn't what I wanted to hear but at least I got an answer. And, yes, a 24-hour TA would have had the same problem.

Calling in the mornings isn't great because you don't know how long the call will take. For example, I called Princess a couple months ago to ask a simple question about using my iPhone's email with the ship's internet service. The customer service rep kept telling me to call AT&T, which I knew wasn't right. Anyway, it took over an hour to get an answer to that simple question. So, you never know.

I want to be able to arrange for my leisure activities (including cruises) after work, not during work. Princess used to have evening hours but they cut back (though east coasters still have evening coverage). So, my future cruises will just need to be with a different cruise line. I've been curious about other cruise lines, anyway.

[regnig]

I want to be able to arrange for my leisure activities (including cruises) after work, not during work. Princess used to have evening hours but they cut back (though east coasters still have evening coverage). So, my future cruises will just need to be with a different cruise line. I've been curious about other cruise lines, anyway.

 

Well that's the 1st time I've seen that as a reason to change cruise lines but I sincerely hope it works out all right for you and that your enjoy your future cruises.

[Toto2Kansas]

Thanks for all of your advice. I got the answer regarding my cruise - it wasn't what I wanted to hear but at least I got an answer. And, yes, a 24-hour TA would have had the same problem.

Calling in the mornings isn't great because you don't know how long the call will take. For example, I called Princess a couple months ago to ask a simple question about using my iPhone's email with the ship's internet service. The customer service rep kept telling me to call AT&T, which I knew wasn't right. Anyway, it took over an hour to get an answer to that simple question. So, you never know.

I want to be able to arrange for my leisure activities (including cruises) after work, not during work. Princess used to have evening hours but they cut back (though east coasters still have evening coverage). So, my future cruises will just need to be with a different cruise line. I've been curious about other cruise lines, anyway.

 

Since booking with a discount travel agent would not only save you money on your booking, but give you access to many long into the evening hours (by phone or email), I am not sure what the problem is. If you spent an hour on the phone to princess asking a simple question, why not find a TA to do the leg work for you? That way you can talk to or email the TA at any time and have your questions answered without having you hold on the phone for so long, plus save over the price that Princess charges for the same sailing and same stateroom???? There are many TA's out there that know as much about Princess as Princess CSR's do (if not more), and some have much longer hours.