Advice needed...

[NYLady]

I need to write a letter to someone in a high enough position in Princess to affect action on the entire fleet...(in addition to complain about a particular person in Managment on one ship). I know that some of you really know about the hierarchy. I have two questions:

 

1. Who should I write to to complain about a Princess-wide issue so it can be addressed and changed (this is something than can be easily changed). This needs to be someone at a high enough level that it can be a Princess-wide change.

 

2. Who should I write to to complain about a particular person in Managment on a particular ship. I'm actually on the ship now and can't get anywhere..I can't even get a meeting and I'm Platinum level and staying in a suite...just getting stonewalled and feel that a formal letter may be in order.

 

Advice?

[paul929207]

Since you have not provided any info for us to narrow down the list, write to the President.

[rkmw]

I need to write a letter to someone in a high enough position in Princess to affect action on the entire fleet...(in addition to complain about a particular person in Managment on one ship). I know that some of you really know about the hierarchy. I have two questions:

 

1. Who should I write to to complain about a Princess-wide issue so it can be addressed and changed (this is something than can be easily changed). This needs to be someone at a high enough level that it can be a Princess-wide change.

 

2. Who should I write to to complain about a particular person in Managment on a particular ship. I'm actually on the ship now and can't get anywhere..I can't even get a meeting and I'm Platinum level and staying in a suite...just getting stonewalled and feel that a formal letter may be in order.

 

Advice?

 

if you click on the link and post on page 5 with your complaint and you might get Alan Buckelew or someone in high aithority

 

http://50essentialexperiences.com/expert/alan-buckelew/comment-page-5/#comments

[robgvic]

I think we need details.

[sonnenschein]

what is your issue or problem, please let us know, without some input from you it is hard to give you any advise:confused:

[TracieABD]

You could always post it on the Princess Facebook page.

[Pam in CA]

Write directly to Alan Buckelew. In your letter, be as dispassionate as possible and give the who, how, what, where and when. State the problem, what you attempted to do to correct it on the ship, who you spoke to and the response/result. Be clear, concise and complete. Don't include extraneous information. The person reading it needs to be able to quickly identify the problem.

 

Don't expect an immediate response. Mr. Buckelew has assistants who go over the letters and research the issue. I doubt he actually does anything. :)

 

Good luck! And whatever issue you have, it's really none of our business. To you, it's real and that's all that counts. I've been in similar situations over the years with major issues that needed to be addressed by management. Only Celebrity was non-responsive

[CRUZER2012]

Write directly to Alan Buckelew. In your letter, be as dispassionate as possible and give the who, how, what, where and when. State the problem, what you attempted to do to correct it on the ship, who you spoke to and the response/result. Be clear, concise and complete. Don't include extraneous information. The person reading it needs to be able to quickly identify the problem.

 

Don't expect an immediate response. Mr. Buckelew has assistants who go over the letters and research the issue. I doubt he actually does anything. :)

 

Good luck! And whatever issue you have, it's really none of our business. To you, it's real and that's all that counts. I've been in similar situations over the years with major issues that needed to be addressed by management. Only Celebrity was non-responsive

 

 

This is thorough and very excellent advice. I suggest that the original poster follow this advice. I would add that this letter should be an actual letter and not an email. Under Contact Information on the Princess Cruises website, there is a mailing address for the Princess Corporate Headquarters. From that, the following may be an appropriate address to send your letter.

 

Mr Alan Buckelew

Princess Cruises

24305 Town Center Drive

Santa Clarita, CA 91355

 

If anyone has a better address for this letter, please post it here.

[Shogun]

Hi There NYLady,

 

Try passenger customer services director, just ask at pursars desk, if no joy

 

I would try the Hotel Manager, should be no problem in getting a meeting, might have to explain why you want to see them,

 

Still no joy then request to see staff captain,

 

As to contact Princess HQ, send letter by e mail, as it can be quickly sent onto others, before any detailed reply, you would get a holding letter,

 

 

Princess will forward e mail to ship for comment, and others so can take a few weeks for answer.

 

As to who to send it to, if a fleet wide issue,

 

you could try Senior Executive Vice President Fleet Operations

 

yours Shogun

[skynight]

Suggest while on board you write a concise hand written letter, not too long, that explains what you consider the issue(s). Verbal or e-mail should be avoided. If your issues are 'hotel related' address it to the Hotel Mgr.. If it is operational, safety or criminal in nature address it to the Captain or Staff Captain. Someone will contact you. When you return home follow Pam's advice, and clearly state what actions were taken or not taken on the voyage.

[NYLady]

Thank you all!

CruiseCritic members are the best...always have good answers. I appreciate the support and the names/addresses and will follow through with a written letter.

 

I did manage to procure a meeting onboard today as a starting point. It was helpful to read a recommendation to avoid "verbal" complaints and I have 30 minutes to consider how to handle that (always good advice when one intends to document something).

 

I would go into detail but, honestly, the details would not interest most of you...it is, however, important enough for me that I will likely cancel the two Princess cruises I have booked.

[Posaune]

With that mention by Shogun, the Commodore may look for you!

[Shogun]

HI NYlady

 

If you are still onboard, is the Commodore not still there, if yes so why not request to meet him, he takes a great interest in passenger feed back, and may be able to assist,

 

yours Shogun

[dread_pirate]

One thing to consider - if you are sending a physical letter rather than an e-mail, be sure to keep a copy.

 

In many cases, e-mail can be effective (and you automatically have a record) IF it is written as formally as a letter would be.

 

At your meeting, keep notes. Then follow up with a confirmatory e-mail. "As per our discussion . . . "

[Crzn-Life]

While on board a few months back, I sent an email to Alan Buckelew. Within 2 days, I received a response. It wasn't from him, but from a customer service specialist. Copies of my letter and the response were sent on to Buckelew, the VP of Fleet Operations and hotel manager. The hotel manager then sent copies to the captain, Captain's Circle hostess and maitre d'. So please take note that anything said will be immediately shared with those mentioned.

 

For me there was no serious issue since I wrote to Buckelew to tell him how wonderful the cruise and the staff were. I was a little embarrassed though since I didn't realize they would be getting copies immediately.

[Pia1913]

Hi There NYLady,

 

Try passenger customer services director, just ask at pursars desk, if no joy

 

I would try the Hotel Manager, should be no problem in getting a meeting, might have to explain why you want to see them,

 

Still no joy then request to see staff captain,

 

As to contact Princess HQ, send letter by e mail, as it can be quickly sent onto others, before any detailed reply, you would get a holding letter,

 

 

Princess will forward e mail to ship for comment, and others so can take a few weeks for answer.

 

As to who to send it to, if a fleet wide issue,

 

you could try Senior Executive Vice President Fleet Operations

 

yours Shogun

 

You are assuming that her problem is not with any of the above mentioned.

[SingerEsq]

In the past we have e-mailed Mr. Buckelew on both points of praise and then points of constructive criticism. We have always received a satisfactory response and even once a telephone call from his executive assistant. As Pam suggests, it is not what you say, but how you say it. If you can succinctly identify the issue and your idea of a resolution, you will more than likely receive a direct response.

[Griller]

I was told recently by one of Princess' most travelled passengers - a gentleman who has been involved in running successful businesses all his life until retirement and cruising just about fulltime for the past 10 or so years -

That if you write and complain about a fleetwide policy matter then you are likely to receive a letter back telling you that if you don't like it then you are free to travel on another line.

 

Last time I complained about something I received a refund check after 6 months but no apology or explanation. Good enough for me but it was hard work to get it. I could not get the issue addressed whilst on the ship.

 

As so many of us are Stockholders I have wondered whether an unresolved problem might be raised at a company AGM? This has been done successfully in the UK with Building Societies which are the UK equivalent of Savings and Loans. If enough stockholders turn up at AGM, or make known their intent to do so then quite often the issue can be resolved.

[NYLady]

Thanks again for all your comments.

 

The meeting went very well and I believe the Passenger Relations Director did appreciate the information I provided. There were problems of which he was not aware and, hopefully, he can work with his staff to avoid any similar problems in the future. I hope it will prevent problems for others in the future although it is probably too late for me as, in addition to this unacceptable situation, I have just grown Princess-weary. I did praise Princess for those things that my husband and I have always appreciated about Princess but was very honest with him regarding our perception that we are not the "target" passenger for Princess any more (if, indeed, we ever were). Granted, he didn't acknowledge understanding what I meant by "target" passenger but the marketing department knows who they are targeting...just can't figure it out myself but it just doesn't feel like us anymore.

 

The commodore is, indeed, aboard and there was a general meeting in which a passenger addressed one of the issues that is making me "Princess-weary" - that of the general lowering of standards, a tiredness in everything that they do. (This was not my "issue" by the way). The commodore was unimpressed with the comments and it is unlikely anything will change due to the comments made, in good faith, by the passenger. In general, I think the usual Princess passenger is polite and not prone to making complaints and expecting immediate results (there are, of course, exceptions to this rule). But Princess passengers are quietly slipping away...in my bridge group alone there are 5 passengers who will "never" sail on a Princess TransAtlantic again.

 

I will put my observations in a letter and hope that my speaking will be beneficial both to the Princess organization and to future Princess passengers. Right now they are all excited about the Royal and think this will provide a "boost" to the brand. It won't unless they look at the overall product and stop patting themselves on the back so much.

[Pam in CA]

That if you write and complain about a fleetwide policy matter then you are likely to receive a letter back telling you that if you don't like it then you are free to travel on another line.

A well thought-out and logical letter pointing out a deficiency or poor planning along with examples and "what ifs" should command the respect it deserves as long as it's not confrontational or starts with "You should do this." Fleet wide policies can be changed, particularly if they affect the overall cruise experience or the health and well-being of the passengers.

[bhopal21]

a passenger addressed one of the issues that is making me "Princess-weary" - that of the general lowering of standards, a tiredness in everything that they do. (This was not my "issue" by the way). The commodore was unimpressed with the comments and it is unlikely anything will change due to the comments made, in good faith, by the passenger. In general, I think the usual Princess passenger is polite and not prone to making complaints and expecting immediate results (there are, of course, exceptions to this rule). But Princess passengers are quietly slipping away...in my bridge group alone there are 5 passengers who will "never" sail on a Princess TransAtlantic again.

 

There are many of us with this same feeling.

 

Mike:)

[Griller]

A well thought-out and logical letter pointing out a deficiency or poor planning along with examples and "what ifs" should command the respect it deserves as long as it's not confrontational or starts with "You should do this." Fleet wide policies can be changed, particularly if they affect the overall cruise experience or the health and well-being of the passengers.

 

Many of us have wide business experience, and if we had not been successful then we wouldn't be cruising so much as we wouldn't be able to afford it.

Both Princess and Cunard are sublimely confident they always know best how to run their business,even when they are obviously to us seemingly making stupid decisions which result in lower sales, or sales at lower prices and consequent lack of longterm profitability.

They have the attitude that they know how to run their own business and passengers should not be involved. This is complicated for them by the fact that many of us are stockholders in the company and thus have an interest in profitability, and in fact a right to have our views considered.

 

I think we have to face the fact that Princess are consciously going downmarket, with ever bigger ships, and want to attract new passengers who will only cruise if they pay less initially and will accept a dumbed down cruise experience, and that they hope those passengers will be bigger spenders on board than us.

 

I will be watching Carnival PLC's overall profitability with interest over the next few years although I know of no way to extract Princess' profit figures from the overall profit/loss.

Maybe someone can help me out here?

[Griller]

There are many of us with this same feeling.

 

Mike:)

 

I agree, I am rather tired of Princess, and the changes like dumbed down menus, shorter shows, less live music, etc, they are not for the better.

 

However for the last several years the OBC they give me for various reasons make Princess very very affordable and consequently I tolerate the changes.

 

Also the free laundry is desirable...............

 

And substantially better cruise experiences come at a much higher cost.

 

So it looks like I will continue to cruise Princess as long as the OBC keeps coming, but dine in the Crown Grill or equivalent rather frequently so the dining experience stays more special than eating at the Golden Corral.

[sonnenschein]

I must say I find myself somewhat in agreement with NYlady. I am not a very demanding cruiser,but lately the Princess experience is not as great as it used to be. We still enjoy our cruises,but not as much,the food has become very average, on our last trip on the Star it was well below what it used to be. The entertainment used to be exciting ,now it is just the same dance and song dressed up in different costumes. If it wasn't for the free- bee's we are getting as Elite passengers we would have switched to another line. Unfortunately there are not many other ship lines leaving from the West Coast, at our age we do not like flying anymore and mostly leave from our home-port of San Francisco.I am trying to stay positive since being on a cruise ship is still so much better than standing in kitchen washing dishes :rolleyes:

[Pam in CA]

Many of us have wide business experience, and if we had not been successful then we wouldn't be cruising so much as we wouldn't be able to afford it.

You're right. As a retired, and successful, business owner, I know that a company that doesn't listen to it's customers is one that isn't going to last long. Maybe Princess has been doing marketing studies in demographics that don't include me... maybe I'm too old and perhaps too sedate to fit into their new image of themselves. I dunno. Good thing I like HAL, too. :)

 

FYI, my new iPhone 5 arrived on Friday morning, this morning I received a survey asking me a lot of questions about my buying experience with the Apple Store and delivery. Smart company, Apple. Maybe that's why they're so successful.