Free Internet eliminated from all suites

[trojangirl90066]

My TA just sent me a note saying they will not honor ours!!

 

I guess I need to make another call to Princess .

 

Not making me happy!!

 

This was in a response to a complaint I made on their Facebook page:

 

 

Princess Cruises: We apologize for any disappointment. We do periodically review our programs and determined that the benefit was not sustainable given the limited bandwidth available on the ship.

 

**I wanted to give everyone an update:

For those passengers who have a suite booking made prior to July 15, 2012, we will honor the offer of complimentary internet for that voyage. Please see the Passenger Services Desk during your cruise and they will waive any internet charges.

 

This just happened today so maybe your TA should check again.

[azbirdmom]

I haven't received a personal email yet but received this response to my post on their Facebook page:

 

Princess Cruises

We apologize for any disappointment. We do periodically review our programs and determined that the benefit was not sustainable given the limited bandwidth available on the ship.

 

**I wanted to give everyone an update:

For those passenger...s who have a suite booking made prior to July 15, 2012, we will honor the offer of complimentary internet for that voyage. Please see the Passenger Services Desk during your cruise and they will waive any internet charges.

 

 

I plan on printing the Facebook email out and taking it along just in case there are any questions. I will also have my invoice from the TA stating that I originally booked in March 2012. I am satisfied with the result, but still disappointed with how it was initially handled. Hopefully Princess will keep this in mind as they pursue any future cost cutting exercises!

[gottagocit]

After reading so much about this info late last week I called Princess on Friday and spoke with more than one customer service person. After getting the same story as others here I was eventually promised senior management was reviewing the policy as it applies to passengers like us who had suites paid in full and got a commitment to call me with a decision I agreed to wait. Yesterday I received the answer but not the one I wanted to hear. They were not grandfathering us. After work I proceeded to join the bashing of Princess here and other sites for not fulfilling their commitment to those who booked before the change in policy.

 

Then today I received a voicemail from Kathy in customer service at Princess stating they had reconsidered the decision and WHERE indeed going to grandfather us.

 

I'd like to thank Princess for listening, albeit a bit late, to their passengers and am very pleased they are doing what they said they would do when we booked the suite. I strongly believe it was the right thing to do and also believe it will serve you better in the eyes of potential customers and certainly does with current ones. Thanks Princess.

[Woobstr112G]

I just got an email from Princess. It states that if you have a suite booking made prior to July 15, 2012. They will honor the free Internet. All you have to do is contact the passenger services desk and they will waive the charges.

 

Bob

[azbirdmom]

I just got an email from Customer Relations too confirming the grandfathering.

[dtb55]

I just got an email from Customer Relations too confirming the grandfathering.

 

I haven't heard anything yet, so I just shot an email to Customer Relations asking what I need to do to get my internet minutes. I don't want to leave it until embarkation and then possibly have a problem.

 

 

 

 

Denise

 

Sent from my iPhone using Tapatalk

[Tom-n-Cheryl]

I wonder how many people who have not contacted them will receive any notification of their willingness to reverse internet charges.

 

Sort of like with rebates - where companies know a portion of people will never follow through and submit. Since guests apparently will have to contact guest services to have the charges reversed, there will be some who are either not aware of the charges (never bother to look at the bill) or who never get around to going and having the charges removed.

 

Tom

[Vanilla]

This is the email I found in my mailbox yesterday.....wish they would all be on the same page.

Dear Mr. and Mrs.

 

We apologize for any disappointment. We do periodically review our programs and determined that the benefit was not sustainable given the limited bandwidth available on the ship. Over the past few years we have increased suite benefits to offer new and innovative favorites such as the Sabatini's Suite Breakfast and dedicated line at the Passenger Services Desk. While we never want to remove benefits, we did recognize that the internet benefit could not continue and made this change at the end of June 2012. We have recently introduced new benefits, such as complimentary cover charges for a Speciality Dining Restaurant on embarkation day. We hope these suite benefits are enjoyed by our passengers booking the top accommodations.

We will shortly be in touch with passengers who booked a suite prior to the change and plan to use the internet onboard.

 

Regards,

 

Princess Cruises

Customer Relations Specialist

customerrelations@princesscruises.com

 

 

[LARGIN]

I sent Princess an email asking for a definitive answer on suite internet and here is the response I received this morning..

 

For those passengers who have a suite booking made prior to July 15, 2012, we will honor the offer of complimentary internet for that voyage. Please see the Passenger Services Desk during your cruise and they will waive any internet charges.

 

We look forward to welcoming you onboard.

Sincerely,

 

Princess Cruises

Customer Relations Specialist

customerrelations@princesscruises.com

 

I suggest you show your email like this and a copy of your documentation that shows when you initially booked your suite to be on the safe side.

[highheel girl]

I agree!

 

I got an e-mail directly from Princess that contained this paragraph:

 

For those passengers who have a suite booking made prior to July 15, 2012, we will honor the offer of complimentary internet for that voyage. *Please see the Passenger Services Desk during your cruise and they will waive any internet charges. *

 

I'm sure you'll be fine!

 

Joanne

 

 

They have been sending it to anyone that asks.

We shall see if it stands.

[Brad1185]

Cant believe princess handled this so badly especially with their top paying customers.

[fishin' musician]

For those passengers who have a suite booking made prior to July 15, 2012, we will honor the offer of complimentary internet for that voyage. Please see the Passenger Services Desk during your cruise and they will waive any internet charges.

 

I can only imagine the blank stares from the uninformed Passenger Services Desk personnel when the suite customers advise them of this.

 

Why must they requiring the customer to manually do this? Why not just remove the charges for those that booked before July 15?

 

This solution is yet another customer service blunder and we'll likely hear more negative repercussions in the coming weeks. Who's nephew is making these decisions?

[mringenoldus]

Maybe they think that since they gave us that nice, dedicated suite passenger service line at the purser's desk, we need to hike ourselves down there and use it :)

[Tom-n-Cheryl]

Maybe they think that since they gave us that nice, dedicated suite passenger service line at the purser's desk, we need to hike ourselves down there and use it :)

 

Is there a phone # associated with that special line as well - so that on the last day when every other suite guest (who used the internet and is aware of what they need to do) is visiting them, I can simply call?

 

Tom

[Pam in CA]

Is there a phone # associated with that special line as well - so that on the last day when every other suite guest (who used the internet and is aware of what they need to do) is visiting them, I can simply call?

Check your folio at the PSD the day after you "buy" the Internet package using the special line. The reversed amount is posted overnight. If its not there, show them the copy of the email. Never leave checking your folio to the last day. :)

[bhopal21]

Is there a phone # associated with that special line as well - so that on the last day when every other suite guest (who used the internet and is aware of what they need to do) is visiting them, I can simply call?

 

Tom

 

No there is not, and like Pam said don't wait until the end of the cruise to check your account.

 

Mike

[mringenoldus]

Finally - a good task for the butler! Oh wait......there is no butler.

[Tom-n-Cheryl]

Check your folio at the PSD the day after you "buy" the Internet package using the special line. The reversed amount is posted overnight. If its not there, show them the copy of the email. Never leave checking your folio to the last day. :)

 

No there is not, and like Pam said don't wait until the end of the cruise to check your account.

 

Mike

 

I always take a look at my account every day or so. Do they have the ability to show activity through your TV?

 

What is the "PSD?

 

Tom

[bhopal21]

I always take a look at my account every day or so. Do they have the ability to show activity through your TV?

 

What is the "PSD?

 

Tom

 

No, Princess has not caught up with technology yet.

 

Passenger Services Director

 

Mike

[newcruiser1912]

An alternative view on the issue of internet usage at sea here:

 

Part of the magic of cruising for me is escaping from the "real world" and being completely "off the grid" for several days. Here at home I am on call 24/7 and must carry 2 smartphones (on and completely charged at all times). There is a large segment of cruisers, I imagine, who are exactly like me and who could care less about the internet while on a cruise.

[bhopal21]

Finally - a good task for the butler! Oh wait......there is no butler.

 

Yes, that was one of the first benefits they took from full suites.

 

Mike:(

[Pam in CA]

No, Princess has not caught up with technology yet.

Forget the TV. What I wish Princess had is everything available via (free) WiFi on your phone, tablet, netbook or laptop like some lines are switching to. I never turn on the TV in my cabin on any cruise line, mostly because when I do, the stupid remote doesn't work.

[Tom-n-Cheryl]

No, Princess has not caught up with technology yet.

 

Passenger Services Director

 

Mike

 

Then my guess is that they are even farther from having this on your stateroom TV (NCL Epic):

 

 

 

Certainly not the best pay table, but it's a great way to spend a few minutes while Cheryl is getting ready for dinner! (OK, perhaps more than "a few")! ;)

 

Tom

[SiBreeze]

Maybe they think that since they gave us that nice, dedicated suite passenger service line at the purser's desk, we need to hike ourselves down there and use it :)

 

And when you do, you will be sharing that dedicated line at the pursers desk with the 300 Elites onboard who are not in suites. :D

[Cruisin Sal]

I e-mailed Princess this morning and got the same answer - see Passenger Services. I printed out their e-mail.