Extremely Disappointed in Princess Customer Care

[spongerob]

Spongerob,

 

 

How is the OP's post tantamount to a false accusation? I don't know if she thinks she deserves something, but just because she thinks the cruise line is being greedy doesn't rise to the level of a false accusation. But I could be wrong.

 

Telling everyone they know their side of the story in order to cause harm to Princess' reputation as a corporation is a false accusation. To wit: "I have told many people since this happened, (who have all been appalled,) and will continue to do so, until we have some satisfaction from the Princess Lines. I am hoping that this mechanism will give my situation even more exposure."

[CroozBlooz]

Does anybody actually read the terms of passage that the cruiselines send to them (of course, only AFTER the deposit is made).

 

Interesting issue....I wonder how the cruiseline would react to somebody who booked at the last minute, and of course paid in full at that time. However, when they got the cruise tickets with the terms of passage, they didn't like them and then immediately cancelled. I'd think they would have to let you have your money back. Food for thought...always wait til the last minute to book. That wouldn't help you with the ancillary coverages (trip interruption, med evac, etc.) but at least you wouldn't have to cancel.

[CroozBlooz]

Sponge,

 

 

Not trying to be argumentative here, but as long as the OP recites the facts (as she did here) it's not false at all. And based on the overwhelmingly negative response by the other replies here, it's not likely to have any effect on Princess' reputation.

 

I don't think she'll get very far (unless, perhaps, if she is Elite or Platinum), but I wish her well, both personally and in her quest for some relief from Princess.

[LARGIN]

Sponge,

 

 

 

 

I don't think she'll get very far (unless, perhaps, if she is Elite or Platinum), but I wish her well, both personally and in her quest for some relief from Princess.

 

Being Elite or Platinum will have no effect on this matter..

[monk888]

I think that everyone is sympathetic to the OP about the cancer. There but for the grace of God go all of us. It's a terrible thing. However, that's where my sympathy on this situation ends.

 

To buy or not to buy, that is the question. Do we "roll the bones" and take our chances, or do we "hedge our bets" and buy the insurance? Make the decision. Buy it or don't buy it. If you buy it and don't need to use it, so be it. You had the peace of mind and that was worth something.

 

If you choose not to buy it and the unthinkable happens, which is exactly why there is insurance, don't start getting on public forums whining about how unreasonable the cruise line is; how you've lost faith in them; how they're not being "fair" with you; how it would be "no skin off their teeth" to re-book the cabin or give you a future cruise credit; that they have no heart; that they just don't understand; that they should make an exception just this one time; and on and on and on...

 

You gambled and you lost. It's as simple as that. You wrote your letter telling the cruise line your story. They considered it, but they made their call. Now, just because they didn't say "Yes" to your request, they're wrong and you're right? I think not.

 

You've decided to come up here and do as much damage as you can to extract your "pound of flesh" for what is, at the end of the day, the entirely foreseeable and preventable consequences of your own decision to save a few bucks. You just choose not to accept that fact and want to blame everyone but the person in the mirror, where the true fault really lies. What's next, demanding a refund at the roulette wheel when it comes up Black instead of Red?

 

The Monk

[MaryPoppinz]

I have the same response to this situation as when we discussed something similar a week or so ago here.

 

If the cabin could be resold, a customer service refund would make sense (albeit would not be required.) Doing this would make you happy and cost Princess nothing. But, since reselling the cabin so late wasn't possible, refunding you undermines their insurance product. This is the very situation that insurance protects against, so it just doesn't make sense to think that a serious illness, on its own, is sufficient reason to refund you.

 

I'm sorry about what's happened to you, both in terms of your health and in terms of the financial loss. But, I hope you have a wonderful vacation!

[spongerob]

CroozBlooz,

 

I understand. I saw the comment I quoted as vindictive. I can understand being angry after any ordeal, but it doesn't justify damaging comments that are undeserved.

[NitaBcruising]

Does anybody actually read the terms of passage that the cruiselines send to them (of course, only AFTER the deposit is made).

 

Interesting issue....I wonder how the cruiseline would react to somebody who booked at the last minute, and of course paid in full at that time. However, when they got the cruise tickets with the terms of passage, they didn't like them and then immediately cancelled. I'd think they would have to let you have your money back. Food for thought...always wait til the last minute to book. That wouldn't help you with the ancillary coverages (trip interruption, med evac, etc.) but at least you wouldn't have to cancel.

 

If one doesn't read the terms, they have only themselves to blame! You know, ignorance of the law, is no excuse!

 

And, if one booked at the last minute, and paid in full, they would NOT get a refund! They do NOT have to give you your money back! Your TA will have told you there is no refund, within a certain amount of days before a cruise.

 

To the OP, I am genuinely sorry to hear about your cancer. I do hope you will fully recover. I also think Princess owes you nothing. You aren't the only one with a tragedy, without insurance. As others have said, you chose that route, it's YOUR loss. Again, I'm sorry. Just isn't Princesses fault. I'm pretty sure all of the lines would have the same response.

[threeofus]

So sorry about your illness. Focus on getting well and not on the money. It's disappointing but you are worth more than that. Be positve. Good Luck.

[westwind6371]

To the OP;

 

Monk said it best. You gambled and lost, take responsibility for your own actions and get over it. The cruise contract spells out both parties responsibilities. Just because you have cancer, does not waive the contract. Millions of people have cancer, me included, but I am not looking for handouts I don't deserve. Princess did not make a bad decision, YOU did by not buying the coverage. Sorry if this sounds harsh, but I get tired of "the world is so unfair" crowd that refuses to take responsibility for their own actions.

 

Fair winds

Dave

[BigDoug]

I wonder if the OP (another 1 post wonder) has health insurance or car insurance or homeowners, etc. I think you get my point. Insurance is a hedge against risk. They put their vacation money at risk without any backup. Now they expect someone else to pay them off. I hope the OP is doing well but I don't think they deserve a refund. Trip insurance is not expensive but a last minute cancellation or a medical emergency during a trip can be very expensive.

[Pam in CA]

I'm so very sorry to hear about your illness and I'm glad to hear that things are looking up for you.

 

Like the others have said, deciding to not get insurance was your choice and you opted not to get it. Sometimes we all make, in hindsight, decisions that if we had to do it all over again, we'd do it differently. This was one of those decisions. But that doesn't change the fact that you didn't get the insurance and something happened.

 

Asking Princess to make an exception to their insurance policy makes a mockery of those of us who do buy the insurance. If they gave you your money back or future cruise credits, they would have to do that for everyone who opts out of insurance and can't make the cruise. Everyone's got a story and a reason why they can't make their cruise. I've never heard of anyone saying, "Well, I've paid $XXX but I don't think I'll go."

 

Weather, mechanical problems, family problems, health, etc. happen. That's why you buy insurance. You hope you don't need it but you're glad you do when 'stuff' happens.

 

This isn't even a Customer Service issue. You made your choice but you don't want to live with it. I don't think Princess should pat you on the head and say, "Yeah, you should have bought the insurance but we're going to reward you and make you feel better." It's not corporate greed to draw the line and stick with written, published policies that the passenger received and either didn't read or chose to ignore.

 

You can try but I wouldn't expect anything back from Princess.

[Coral]

I am also one that thinks if you choose not to buy insurance you give up your right for a refund. I buy insurance for every trip with the unexpected in mind.

 

I recently spoke to my travel agent about this and if she has any insight into cruise lines who will bend the rules. She indicated that Carnival has often provided a cruise credit if one writes a very nice letter with proof but the other lines ususally stand firm and will not refund or give a future cruise credit. They are simply following through with what the legal contract states that one agrees to when the book the cruise. The cruise contract is available on Princess' website for viewing at any time.

 

I hope you are doing well. I have also had cancer and know how important it is to take care of yourself.

[Summertime]

I believe 100% in insurance. I am so sorry that have had to deal with the dreaded burden of cancer. Please don't waste anymore of life's precious moments trying to prove that you are right and Princess is wrong, it's just not worth it, it will take too much negative energy. Even though it is alot of money, just try and let it go. My young husband died last year from cancer. There were many times in our marriage, especially with two young children when money was tight and I was paying the bills and would come across our monthly life insurance bill and wonder if that money couldn't be put to better use but I never acted on those feelings because my husband and I were never willing to take such a gamble even though you never think you will be the ones to have to deal with needing it. Insurance implies just that - insurance, peace of mind, assurance that you are covered, no matter what We also never travelled without buying travel insurance. After my husband was first diagnosed his oncologist told us to enjoy whatever time we had left together so we planned a family trip to Hawaii. We booked last minute but we still bought travel insurance for obvious reasons. It happens that I wound up getting horrible sick with the flu and could not even get myself out of bed let alone on a plane. We had to cancel the trip and completely re-schedule it and we wouldn't have been able to eventually go on the trip if we had not bought travel insurance. We can control many things in our life but none of us have any control over sickness and death. If you are honest with yourself and are okay with losing all of the money you've spent on a cruise or trip should something happen and you can't go, then I say, go for it and don't spend the money on insurance. That's the truly amazing thing about life, it's all about choices.

 

Take good care of yourself,

Summer

[pedirn]

Just abit of info regarding cruise line ability to resell cabin. There is some kind of law that will not allow them to do that. Not sure exactly what it is but last year our friends tried to book on sold out cruise that we were on. This was with RCI.... I had been posting with a very nice group and found out due to an injury one couple was cancelling and their cabin was available. Called RCI and TA and got same answer from both. Cabin was paid for, insurance was reimbursing couple and it was illegal to resell cabin. So even though we knew there was a cabin, our friends could not get it. This just may be where they get some of the cabins that they sell at the pier as upgrades. I am not really sure. I feel sorry for OP but have to agree with insurance. Some times I have taken it, sometimes I haven't. But lately we have been taking it especially since I have learned so much about it from these boards.

Chris

[argosy]

I'll make this quick, because my opinion has already been voiced by many.

 

But here is the one thing you should take note of in buying insurance, at least thru TravelGuard:

 

You MUST purchase the insurance policy within a certain amount of time of booking the cruise date in order to receive ALL the benefits listed. For example, I've always bought the insurance but didn't know this rule until recently.

 

For example, if you buy the insurance within the allotted time period, you can cancel for a wider variety of reasons and still get reimbursed. If you wait too late, you will only be reimbursed for a limited amount of reasons.

[kryos]

I hope that you are doing well. I will take a contrary point of view. I believe that insurance is wise if the loss of the cruise fare (and other incidental expenses, med evac, etc.) would create a hardship to you. Otherwise, it's probably best to "self insure" the risk.

I agree with your take on it. Insurance is a gamble. Do you want to put out the money for the peace of mind, or is your risk tolerance high enough to go without it and hope for the best?

 

I, too, have used insurance in some cases and didn't in others. I had insurance on my very first cruise, and the unthinkable happened. Due to airplane problems (and don't tell me to fly in the day before, because I simply can't ... I'm balancing vacation days here), I missed the boat in Fort Lauderdale and had to catch it two days later in Costa Rica. I ran up about $1,100-$1,300 in expenses ... extra airplane tickets, hotel for three nights, food, etc. ... and was reimbursed only $500 by my trip insurance carrier! Apparently, that was their limit for trip interruption coverage. I also fought for, and got, some compensation from the airline (U.S. Air).

 

Since then, there have been certain trips I haven't bothered with the insurance on. It depends on the cost of the trip. I have excellent medical coverage through work and, yes, they will pay for treatment out of my coverage area, though limited outside of the country. And, they will (and have in my case) paid for air transport for medical treatment.

 

My feeling with insurance is 1) how expensive is the trip and how much would I be out if I couldn't take it for some reason, and 2) would I be financially strapped if I had to make my own way to the port in the event I missed the ship at embarkation? For the lousy $500 they gave me on that first cruise, I'd prefer to take my chances. If the cruise is not exceptionally expensive, I'd prefer to risk losing out if I couldn't take it due to medical or other problems. On a Caribbean cruise, I might go without the insurance, but you can bet that on my upcoming 30-day Hawaii/South Pacific cruise next January, I gladly paid $600+ to insure the trip. I would lose way too much money if an emergency made it impossible for me to take the trip at the last minute.

 

I'm sorry for this individual's medical problems and hope he makes a swift and permanent recovery, but he took his chances not taking the insurance and in this case it bit him in the ass. I doubt Princess will do anything for him, nor do I believe they are obligated to.

 

Blue skies ...

 

--rita

[Toto2Kansas]

So sorry to hear about your illness, I am also glad you are doing better now.

 

That said, I have to tell you. About once every week (if not more) someone posts about a cruise that they had to cancel for which they did not purchase insurance, for one reason or another. Every story is tragic in some manor or another, and almost every poster feels that their situation is 'different' and even though they did not have insurance, they feel the cruise line should do something to make their cancelled cruise up to them. They then become angry with the cruise line because they would not help them with 'their situation'.

 

Ignorance of the rules is no excuse, without insurance they will not refund your money or credit you with a future cruise. It is part of the 'contract' you have with the cruise lines when you book. Expecting money returned or a future cruise credit because of any type of 'situation' without insurance is asking for something they do not provide.

 

The only passengers that do not need insurance are those that can afford to forfeit their cruise fare, airline and transportation fees, hotels, etc. Oh, and also those that can afford to pay huge medical bills or emergency evac by helicopter prices. ALL others need insurnance.

 

Again, sorry about what has happened, but it is the price you pay for not being prepared in a basic way for emergencies!

[Nitemare]

Glad to hear you're doing better, hope you enjoy the cruise you're taking!

[elliair]

When u get right down to it.. we know to buy insurance, thats not the point. Everything everywhere has lost its personal touch. Princess can re book a stateroom with no probelm..It all comes down to corporate greed.

 

Why do some people make the mistake of saying that if a company turns a profit, that they are guilty of corporate greed. No everything everywhere has lost its personal touch. I don't understand why people feel as though they have a right to money/services when they neglected to take the proper steps to protect their money. When you book a cruise without insurance, you are taking a big gamble with your money, there's no one to blame but yourself when you lose. :cool:

[catmand]

Sorry for the medical problem, I do wish you well.

 

We insure our trips for around two hundred bucks. I can afford to take the cruise and pay for the insurance. I can't afford to pay for the cruise and not take it! So this is just me.

 

 

No, there is no grey, there are guidelines and rules and they should be followed. The other day there was a post from somone who had to cancel two days b4 sailing. No insurance but he thought he should be able to get a refund because "the ship was sold out, has a waiting list, and I know they are just going to resell my cabin."

 

Again, I am truly sorry for anyones misfortunes, medical or otherwise, but you are asking for something that you are just not entitled to get.

[geoherb]

We used to go on cruises uninsured. Then my mother-in-law had to be hospitalized in Greece, leaving a cruise just a few days after beginning it. Their insurance was great--covering the cost of the hospital, my father-in-law's hotel room, arranging to change their airfare when she was well enough to travel, and even sending along a nurse to assist her on the flight back.

 

Since then, we have purchased insurance. Our main reason is to cover our medical costs if anything happens to us on the cruise. Although we'd hate to lose the cost of a cruise, that amount is pretty small compared to the amount my in-laws received by having insurance.

[CroozBlooz]

The best possible advice, I think, given by any of the replies was the one that suggested that the OP not waste time with negative energy. A positive outlook is very important when facing a medical problem. The financial loss on the cruise simply isn't worth aggravating the medical condition. I think it's best for the OP to move on, since it's been close to a year it's obvious that Princess is not going to do anything further beyond that which they already have offered.

 

On a related issue, has anyone ever given any thought to why cruise lines treat reservations differently from those of other vendors in the travel/hospitality business (i.e., airlines, hotels, rental car companies)? All of them face the same opportunity loss if the reservation is cancelled at the least minute, but none require such a harsh penalty. Even when the airlines sell non-refundable tickets, they permit you to reuse the value, with a small penalty. And even then they make exceptions to that non-refundable policy. I don't think it's an issue of keeping cost down, because the cruise lines have had these policies for at least 25 years, and prices were much higher back then.

[spongerob]

On a related issue, has anyone ever given any thought to why cruise lines treat reservations differently from those of other vendors in the travel/hospitality business (i.e., airlines, hotels, rental car companies)? All of them face the same opportunity loss if the reservation is cancelled at the least minute, but none require such a harsh penalty. Even when the airlines sell non-refundable tickets, they permit you to reuse the value, with a small penalty. And even then they make exceptions to that non-refundable policy. I don't think it's an issue of keeping cost down, because the cruise lines have had these policies for at least 25 years, and prices were much higher back then.

 

I've wanted to ask the same question, but haven't been able to figure out how to word it properly. Why don't you make this a new post - it would be a good discussion.

[Pam in CA]

On a related issue, has anyone ever given any thought to why cruise lines treat reservations differently from those of other vendors in the travel/hospitality business (i.e., airlines, hotels, rental car companies)? All of them face the same opportunity loss if the reservation is cancelled at the least minute, but none require such a harsh penalty. Even when the airlines sell non-refundable tickets, they permit you to reuse the value, with a small penalty. And even then they make exceptions to that non-refundable policy. I don't think it's an issue of keeping cost down, because the cruise lines have had these policies for at least 25 years, and prices were much higher back then.

My guess is that it has to do with the ship's manifest which is governed by international law. If you make a reservation at a Holiday Inn, for instance, they're not required to submit a list of all guests along with their names and addresses 48 hours prior to the date.

 

I don't know what they are but I suspect that there are a number of international (not just U.S.) and/or maritime laws that are responsible.