Oct 31st Repositioning Cruise

[ss475]

Spoke to Victoria today at Princess and she said that she had been mentioned in many posts about the unhappy passengers on this voyage and I don't see any threads. What am I missing or have they been pulled?

 

 

 

 

SS475

Elite - Princess

3 Stars - Holland America

Cunard

[compozer]

I don't remember your name on either of the roll calls for those cruises. Were you on the ship with us? I believe she was the rep for the CB for those cruises. May I ask why she was talking to you about it if you weren't on the cruises?

[ss475]

yes, but we were on both cruises, and the question was about the 2 day per diem onboard credit that was given and then taken away, without any notice.

[compozer]

Got ya. The two day per diem discussion was only mentioned by a few posters since the only people that did not receive it were the ones that were on both cruises. They were upset because they received a letter saying they were going to receive it and then the next morning it was on the bills but then it was deleted the next day. I only saw her name mentioned maybe twice.

 

So, what did she say about it? Are they going to give it those passengers?

[ss475]

Compozer: Victoria advised us that the decision to recind the 2 day per diem shipboard credit was made by the executives at the top. They realize now that it was a mistake to have given it and then and taken it away, but everyone makes mistakes and she was selected to reach out to those passengers and offer an apology on behalf of Princess. Bottom line, Princess is not going to try and appease these loyal passengers who number about 150. Princess was more than generous giving each passenger 50% of their cruise fare in future cruise credits for both of those cruises, BUT once they also sent e-mails advising that EVERYONE would receive the 2 day per diem shipboard credit, and it was also confirmed by a phone call, and posted to these passengers accounts November 5th, and then removed on November 7th, WITHOUT ANY NOTICE, this action compromises Princess' integrity. Some of these back to back passengers had been spending the credit on spa treatments, specialty restaurants, tours, etc. thinking they had this credit and now they were expected to foot the bill. This action caused more harm to passenger relations and Princess' credibility than any amount of money they had hoped to recover.

Victoria said her name was plastered all over Cruise Critic, but I can't find any of it.

[compozer]

ss475,

Thanks for taking the time to answer back. I never thought about people spending the money they thought they had and then finding out it was gone. Not everyone checks their bill every day. Yes, i also think it has caused more harm with customer relations. In our case, we had a more expensive cabin on the last leg and I would have preferred to spend those extra two days in the new cabin especially since we had the worst cabin steward ever.

 

I only saw her name mention once . And it was on the roll call thread. I also looked on the Facebook page and did not see her name mentioned. Sounds like ( if she used plastered) she was upset that it was posted? Then that's another Princess issue - they should use code words or numbers for different staff. My understanding is the only people who received those letters are people that went down to the desk to ask why the OBC was deleted. Didn't they think people would pass her name around?

 

Found it (I deleted her last name):

 

I found the letter dated 10NOV12 delivered shipboard. Hope this helps.

 

"Paragraph 2: We understand you have some questions and concerns about how the gesture of goodwill was determined as well as the per-diem for those passengers who joined the ship in New York.

 

Paragraph 3: We have a Customer Relations Specialist assigned to your file and upon completion of your cruise in Fort Lauderdale, she will be your shoreside contact for additional concerns. Her name is Victoria ________ and she can be reached via email at customerrelations@princesscruises.com. To ensure your file is routed to her, please put her name in the subject line of your email. We will ensure she is aware of your concerns and upon completion of your cruise would be your contact should you wish to contact Princess.

 

Paragraph 4: We sincerely apologize that you remain upset about his issue, but as the compensation decisions come from our shoreside management, we encourage your to work with our shoreside offices."

[ss475]

We also got the same letter which was promised by Kristin the Customer Service Rep onboard on Wednesday, but never received until Friday. And, yes only those people who complained received that letter.

But that letter did not right the wrong, and handling it state side as the letter suggested, was just a delay tactic to keep passengers appeased until they disembarked. Because, main office executives had already decided they would not do anything to correct their mistake.

We enjoy Princess and will continue to cruise with them, we have a cruise book for January...but as loyal passengers and Carnival stockholders, we are still disappointed with the way this issue was handled and the final outcome.