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Royal Princess Misses April 30 Disembarkation in LeHavre

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Posted (edited)
Except you were in a different situation than the rest of the people who booked their cruise to end in Le Havre:

 

 

"In September 2017, we were granted a Route Sector DeviationApproval to disembark in Le Havre."

When you're approved for a Route Sector Deviation, they tell you straight out on the confirmation that if for some reason you miss the port where you're schedued to leave, you're completely responsible for your own arrangements and Princess has no liability.

 

But not in our case because we tried to book the LeHavre version of the cruise, and they could not give us the cabin we had been holding for nearly a year (or any other cabin for that matter). So THEY did it via the Route Sector Deviation Route in order to keep our cabin assignment.

 

You're also not supposed to be able to book EZ Air with a Route Sector Deviation, but we were and did. Again, because only reason for the Route Sector Deviation was Yield Dept. holding back all cabins for the LeHavre version of the cruise and Princess having to allow for our disembarkation this way.

Edited by tothemall&beyond

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Last December, we were on Viking from Athens to Venice. Venice's port was fogged in. The ship returned to Trieste(we were in Koper the previous day). Viking bused all embarking passengers to Trieste and took all the disembarking passengers to either the airport, train station or port where we were due to dock. We missed our sail in and about 12 hrs in Venice but felt well taken care of. Those with flights through Viking were found alternate flights. Viking also gave everyone affected $250 for a future cruise if booked within a year. It was not a perfect ending but feeling very grateful to Viking after hearing of this fiasco.

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Last December, we were on Viking from Athens to Venice. Venice's port was fogged in. The ship returned to Trieste(we were in Koper the previous day). Viking bused all embarking passengers to Trieste and took all the disembarking passengers to either the airport, train station or port where we were due to dock. We missed our sail in and about 12 hrs in Venice but felt well taken care of. Those with flights through Viking were found alternate flights. Viking also gave everyone affected $250 for a future cruise if booked within a year. It was not a perfect ending but feeling very grateful to Viking after hearing of this fiasco.

 

Sturmin: Your thread-started thanks you for your starter and your sharp contrast to our experience of a lack of customer service on Princess.

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Sturmin: Your thread-started thanks you for your starter and your sharp contrast to our experience of a lack of customer service on Princess.

 

It would appear that Viking Ocean has learned something from their early days when they had the mechanical problem that caused a cruise to end early in Hamburg. Lets just say that their handling of that situation left a lot to be desired.

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Time to revive this somewhat old thread in light of some news and in all fairness to Princess.

 

Two days ago I received an email from Princess offering an apology for the missed LeHavre disembarkation. The wording of the apology was very careful, as though it had been written by the legal staff, which was probably the case in our modern world.

 

The email encouraged those who had not already done so to seek reimbursement for additional expenses through their travel insurance. And it offered a process for a possible reimbursement by Princess for expenses not covered by insurance.

 

The email offered that "each guest will also receive a future cruise credit equal to 25% of the cruise fare paid for this voyage." The credit can be applied to a future booking or a current booking that has not been fully paid. It expires 6/30/19.

 

I was somewhat pleased to finally receive an apology. We did already receive full reimbursement of additional expenses from our insurance claim. We might use the future cruise credit; I don't know. Since we traveled in a suite, the credit equals some real money. My DH is burned out on Princess, so we may never sail with them again. But time will tell, and I will think about this.

 

Others may want to report on their own experiences, assuming they received the same email from Princess.

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Thank you for the update. A carefully worded apology is better than no apology along with some compensation that acknowledges they could have done better.

I wonder if Princess has learned anything about how to treat its passengers from this episode - I fear not. It’s too easy to retreat to a one sided contract of passage when things go wrong. Quality organisations step up to the plate at the time, not wait to see who complains and then offer an apology (of sorts) and a soothing balm of credit.

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Tv24, thank you so much for this update! I am glad to hear that Princess did offer an apology for your inconvenience and a future cruise credit, as well as possible reimbursement if travel insurance hadn't already covered your out of pocket expenses. This restores my faith in the Princess I have grown up cruising on.

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Time to revive this somewhat old thread in light of some news and in all fairness to Princess.

 

Two days ago I received an email from Princess offering an apology for the missed LeHavre disembarkation. The wording of the apology was very careful, as though it had been written by the legal staff, which was probably the case in our modern world.

 

The email encouraged those who had not already done so to seek reimbursement for additional expenses through their travel insurance. And it offered a process for a possible reimbursement by Princess for expenses not covered by insurance.

 

The email offered that "each guest will also receive a future cruise credit equal to 25% of the cruise fare paid for this voyage." The credit can be applied to a future booking or a current booking that has not been fully paid. It expires 6/30/19.

 

I was somewhat pleased to finally receive an apology. We did already receive full reimbursement of additional expenses from our insurance claim. We might use the future cruise credit; I don't know. Since we traveled in a suite, the credit equals some real money. My DH is burned out on Princess, so we may never sail with them again. But time will tell, and I will think about this.

 

Others may want to report on their own experiences, assuming they received the same email from Princess.

 

I am happy to read this. It took Princess six weeks to do this-- and that is far too long-- but at least they have come to their senses and have taken appropriate steps.

 

I hope they also have updated their "playbook" for how these sorts of things are handled when they occur. As I pointed out in my earlier post, Princess should have done much more to assist you in making alternative plans as soon as this happened. Perhaps in future events of this sort that will be the case. But at least they have taken some steps after the fact to try to restore goodwill.

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I appreciate that Princess finally offered an apology and offered some compensation, however all of the bad feelings could have been avoided if they just took care of us at the time they stranded us in LeHavre.

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It is great that you have finally received an apology and a 25% discount off a future cruise.

 

I don't know the answer to this..so just a question....

 

As you claimed on your insurance and they paid out, will the price of next (year's) insurance increase ?

 

I ask that as some ( car/ house) insurances in UK increase rather a lot, if a claim is made....Curiosity about how things work!,!!

 

Hope you don't mind me asking.

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As you claimed on your insurance and they paid out, will the price of next (year's) insurance increase ?

 

I ask that as some ( car/ house) insurances in UK increase rather a lot, if a claim is made....Curiosity about how things work!,!!

 

Hope you don't mind me asking.

 

Almost certainly, the insurance involved is travel insurance and the trip delay coverage provided as part of it. Nothing to do with a home insurance policy. Prices for travel insurance policies are normally fixed prices and any future policy would be a completely independent purchase.

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Almost certainly, the insurance involved is travel insurance and the trip delay coverage provided as part of it. Nothing to do with a home insurance policy. Prices for travel insurance policies are normally fixed prices and any future policy would be a completely independent purchase.
,

 

Thank you, that is interesting.

I appreciate it is travel insurance that is involved here.

Policies in this country are not fixed price. Information is shared between companies, regarding claims and declared information. Prices depend on many criteria..

Term of policy (week, fortnight, month, annual)

Age,

Pre existing medical conditions,

Europe,

Worldwide,

Worldwide plus America ( I know...don't ask !)

Worldwide, plus America, Plus Cruise cover.

etc...am sure there are more.

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,

 

Thank you, that is interesting.

I appreciate it is travel insurance that is involved here.

Policies in this country are not fixed price. Information is shared between companies, regarding claims and declared information. Prices depend on many criteria..

Term of policy (week, fortnight, month, annual)

Age,

Pre existing medical conditions,

Europe,

Worldwide,

Worldwide plus America ( I know...don't ask !)

Worldwide, plus America, Plus Cruise cover.

etc...am sure there are more.

 

 

Of course. But none of those say anything about claim experience. And at least in the U.S., any of the travel insurance websites are quite happy to give you a quote without knowing who you are. And if they don't know who you are, how are they going to know your claim experience. Generally, premium increases occur when making car and home insurance claims because something else about the claim (such as being at fault in an auto collision) says you are riskier than the insurance company previously believed. A ship's failure to make a port says nothing about your behavior so why would the insurance company think you're now riskier (more likely is the insurance company analyzes claims, perhaps sees that Princess misses more embarkation ports than other lines, and decides to exclude Princess from coverage).

 

 

 

Besides, why would you get travel insurance if you then didn't want to make a claim. Better off not to get it in the first place in which case the premium is irrelevant.

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It is great that you have finally received an apology and a 25% discount off a future cruise.

 

I don't know the answer to this..so just a question....

 

As you claimed on your insurance and they paid out, will the price of next (year's) insurance increase ?

 

I ask that as some ( car/ house) insurances in UK increase rather a lot, if a claim is made....Curiosity about how things work!,!!

 

Hope you don't mind me asking.

 

The cost of the travel insurance that we have bought has been pegged to the cost of the trip, usually around 10% of the cost of the trip being insured. Almost all of our purchases have been through the insurance offered by a cruise line. The cost has not gone up after we have filed a claim.

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Posted (edited)
It is great that you have finally received an apology and a 25% discount off a future cruise.

 

I don't know the answer to this..so just a question....

 

As you claimed on your insurance and they paid out, will the price of next (year's) insurance increase ?

 

I ask that as some ( car/ house) insurances in UK increase rather a lot, if a claim is made....Curiosity about how things work!,!!

 

Hope you don't mind me asking.

In my experience, travel insurance in the US has nothing to do with your previous claim history. You can get a quote on line or thru your TA without the insurer having any idea of your past claim history or lack thereof. Yes, auto/home types of insurances do increase their rates after you make a claim.

Over many years of cruising, we've made 2 small claims, each of which was paid promptly and fully. One was for a visit to the medical department and the other was for expenses not covered by Princess during a trip delay.

Edited by moki'smommy

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Besides, why would you get travel insurance if you then didn't want to make a claim. Better off not to get it in the first place in which case the premium is irrelevant.

 

We never go on holiday without taking out travel insurance. Our holidays and cruises involve international flights and we find it reassuring that costs involved in a medical evacuation or similar are covered by the insurance. Fortunately, we have never had to make a claim, but the peace of mind, just having travel insurance allows us to enjoy our holiday.

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In my experience' date=' travel insurance in the US has nothing to do with your previous claim history. You can get a quote on line or thru your TA without the insurer having any idea of your past claim history or lack thereof. Yes, auto/home types of insurances do increase their rates after you make a claim.[/quote']

 

 

Thank you . You have answered the question I asked.

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I wonder, what happens if someone has no UK visa in such case?

If I were on this cruise I would definitely make a schengen visa for the France and thats it.

Schengen visas is not valid in UK.

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I wonder, what happens if someone has no UK visa in such case?

If I were on this cruise I would definitely make a schengen visa for the France and thats it.

Schengen visas is not valid in UK.

 

:: ponders:: Denied boarding at port of embarkation? :o

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:: ponders:: Denied boarding at port of embarkation? :o

Why? I booked a transatlantic to France. Would they demand UK visa just in case? :confused:

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I wonder, what happens if someone has no UK visa in such case?

If I were on this cruise I would definitely make a schengen visa for the France and thats it.

Schengen visas is not valid in UK.

 

I assume based on where you live you are a USA citizen. As such, you do not need a visa to visit France or the UK.

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I'm US resident but not citizen.

I can visit Canada but not UK or France.

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Hum.. why can’t you visit the UK or France?

 

 

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Probably because they are still citizen of their original country and would need a visa for France or UK.

 

Sent from my VFD 900 using Tapatalk

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I wonder, what happens if someone has no UK visa in such case?

If I were on this cruise I would definitely make a schengen visa for the France and thats it.

Schengen visas is not valid in UK.

 

This is what happened to those of us on board: We had to line up for a UK immigration inspection on board the morning we were supposed to disembark. Had to be done or we could not get off the ship. Then we had to go through EU immigration once again as we arrived in France, in our case at CDG airport. For those who had scheduled to board in LeHavre and who had to find a way to get to Southampton, they must have passed through UK immigration upon arrival. My understanding is that most of those stranded passengers got to the UK via ferry service from LeHavre. These immigration hassles just added to the stress and misery of this experience.

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Recently returned from our European vacation and have filed our claim for the Le Havre diversion. What struck us was the lack of preparedness for this event - surely a large cruise line would have contingency plans? I can't believe this is the first time Princess has had a port diversion. A lack of customer service and plethora of misinformation made for a poor end to what had been a relatively enjoyable first-time TA cruise. Having spent most of my career in the transportation sector and in customer service, I know this event could have been handled much better and would give Princess a failing grade on this experience.

 

Our circumstances were somewhat different than those cited by most others. We were undertaking independent travel in Normandy upon disembarking at Le Havre, and arrangements had been made for a rental car, B&B stay and D-Day tour before then traveling to northern France. After the Captain's announcement, we received our stateroom notice between 2130 - 2200h providing more details. Besides the phone access and 30 minutes internet, the only other assistance was "All guests will be provided with a complimentary transfers (sic) from Southampton. More information...will be available tomorrow morning..."

 

Realizing we were on our own, and combined with the late hour and with neither of us having previously traveled to the UK nor any pre-planning since this was not part of our travel itinerary, we were scrambling to work out alternative arrangements. We made a decision to scrap the Normandy part of our vacation as there were too many unknowns and we chose to head to the next phase of our itinerary in northern France. After waiting in line for the internet then losing the connection a couple of times, it took us quite some time to cancel our various bookings and make new bookings for travel and accommodations. We made the assumption that since the Princess letter stated they would be flying people home from London, something would be offered in the way of a transfer to London. Back to our stateroom around 0100h after a quick nightcap.

 

Awake in the early morning for breakfast and then to head to UK immigration, and we find a letter from Princess in our mail slot. During the night Princess had booked us a flight to Paris. Confused, flummoxed, perplexed - you pick. At no point were we made aware this was being undertaken by Princess. Their explanation was "because you chose to make your original travel arrangements with Princess EZAir, we have booked alternative flight reservations on your behalf." It is unfortunate that someone had spent time and energy (and cost to Princess) in making these arrangements when we were not heading to Paris and as we were to find out shortly, many others would have begged to have that flight versus the option they were presented. We headed to Passenger Services to cancel the flight booking. At the same time I asked if there was more information regarding the transfers and if I could purchase British pounds. No on both accounts - he did not have any details re: transfers and pounds no longer available but I could get them in the cruise terminal. We then headed to our assigned disembarkation location - Casino to Club 6 to Casino to Club 6, yes everyone seemed to be confused - and again asked about transfers. While the staff person did not have details, they thought something may be offered since Princess was making transfer connections to Heathrow and Garwick, so it was likely transfers would be going to London. And there is an ATM in the cruise terminal so we could get some money.

 

Our time was up on the ship and we headed to the Cruise Terminal to pick up our luggage and hear the good news. The agent advised us there were no transfers other than the airport ones and no ATM. She did assist with providing travel options to London (we wish someone on the ship would have done so) and she booked for us the coach to London (which turned out to be a pleasant experience). No shuttle to the bus terminal and we were pointed in the direction of the taxi stand outside the cruise terminal. Outside and with no Princess staff in sight, we headed to the first taxi in the queue and he advised us he does not accept credit cards. I explained we had Euros and $US, would he accept either and what would be the cost to get to the bus terminal (which we found out is less than a 10 minute trip). He stated it would be 50 Euro. Realizing this was outrageous we exchanged a few choice words, and fortunately the next driver in line agreed to take us for 10 Euro. Welcome to the UK and thanks for your help Princess!

 

Catching up on emails upon our return, we were surprised there was no correspondence from Princess providing a further apology for this event nor offer of compensation. The standard survey was in the in-box but the two-week window had lapsed and we could not provide feedback using that forum.

 

Our priority was to file the claim for extra expenses we incurred and this has been done. We will correspond with Princess and await their response. If unsatisfactory, we will cancel our next TA trip with them in 2019. We are already researching other cruise options. And based on the experience of others, this may be the best thing to do.

 

 

An Update: After submitting our claim to Aon Affinity on May 24 we received notice on July 10 (after our follow-up email) advising they approved our claim other than a private tour we had booked. We exercised the option Princess noted in their apology letter to approach them with any expenses not covered by travel insurance and we sent our application on July 23. And on August 13 we were contacted with the positive message they would cover the tour expense. In summation, we eventually received reimbursement for all out-of-pocket expenses, and have a few stories to share with many friends and family, but unfortunately will have to say good-bye to our Normandy plans. I should also note we did receive a phone call from Princess customer service after providing our written feedback, and we had an opportunity to go over the issues in more detail. Still a bitter taste about the experience but at least financially we were not hurt.

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An Update: After submitting our claim to Aon Affinity on May 24 we received notice on July 10 (after our follow-up email) advising they approved our claim other than a private tour we had booked. We exercised the option Princess noted in their apology letter to approach them with any expenses not covered by travel insurance and we sent our application on July 23. And on August 13 we were contacted with the positive message they would cover the tour expense. In summation, we eventually received reimbursement for all out-of-pocket expenses, and have a few stories to share with many friends and family, but unfortunately will have to say good-bye to our Normandy plans. I should also note we did receive a phone call from Princess customer service after providing our written feedback, and we had an opportunity to go over the issues in more detail. Still a bitter taste about the experience but at least financially we were not hurt.

 

 

 

Oh I’m so glad!

 

 

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DenSha: Thanks for your update.

 

For us we have a little update. We did receive a nice phone call from customer service at Princess. The woman there emphasized that Princess considers this stressful end of our crossing as a "teachable moment" for the cruise line. She was kind and sincere, so I accepted her statement. But I also was firm in my description of that night and the total lack of customer service that we had receive on board. I also told her that we thought long and hard about taking advantage of the future cruise credit that Princess had offered us, and decided that we would rather stay home than travel on another Princess cruise, even with the generous future credit. So no Princess for us.

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I guess I should count myself lucky. We were on the Royal, several years ago, and she had problems with the propulsion system in the middle of the Mediterranean. We manage to slowly make it to Naples. In Naples, they disembarked the whole ship. Princess made all our arrangements to travel home. They bused us to Rome. They had arranged a direct flight home to Toronto. In compensation, we received all our expenses paid including private tours we had booked in various ports. They arranged for a hotel room and all our meals in Rome were covered., transportation, the following morning to the airport. On arriving in Toronto, we had arranged for limo transportation to our home, covered. In addition, we were reimbursed the cost of the entire cruise and 25% off the next cruise on Princess. Thank You very much Princess.

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TV24, after what happened to you I didn't even consider booking our 2019 Princess British Isles cruise out of Le Havre (or Dublin, which they have added as a third embarkation port next summer, for the same reason). We will stick with Southampton to avoid such a hassle. I know the Princess rep told you that your experience was a "good learning curve for them", but I can't risk something like that. With five of us the cost of rebooking flights and last-minute "catch-up" travel would be ridiculous, even if we did get reimbursed months later.

I hope you are able to cruise again someday and have a fabulous experience.

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Rocklinmom: Thanks for your message. We have cruised again; we took HAL Rotterdam back from Europe in July, and it was a good experience. Good enough that we have booked a HAL crossing for next spring. And we are on a Seabourn South American/Antarctica cruise beginning in Nov., 2018. So we have not given up on ships, we have simply given up on Princess. Tom

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I wonder what happened to the new passengers that were supposed to embark in Le Havre.
This is what I would like to know since we are booked for a round trip cruise from Le Havre next August!

 

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It sounds like they had to get themselves to Southampton to catch the ship. Apparently some were ferried over, but there were those who had to figure it out on their own (not to mention pay for it). I can't imagine how stressful that must have been.

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There are some stories on this thread from passengers who had been scheduled to embark at LeHavre. Look especially for Alaskagirl2010.

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I have never heard anything like this before. I would have expected Princess to organise an alternative arrangement for the passengers involved or at least said they would cover costs.

 

If a on a flight, and the plane couldnt land at an airport because of weather and was diverted to another airport the airline would make arrangements to take you to your expected airport. It may involve a coach transfer or posssibly hotel stay. They wouldnt charge you for it.

 

I think next year Le Havre is an option for embarkation on the British Isles cruises, maybe not a good idea.[emoji848]

 

Sent from my SM-T580 using Forums mobile app

 

 

 

We are booked on this cruise embarking at Le Havre in June 2019. Sure hope it’s not a problem

 

 

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This thread makes me shudder. As many others thought, I was sure Princess would be responsible for getting those passengers to their disembarkation port. We have a cruise booked that embarks in Le Havre. If anything goes amiss, it sounds like we’re on our own. We did book a Princess transfer from Paris to Le Havre. I wonder if that would make any difference to Princess. I’ve heard too many horror stories about EZ Air, so we always arrange our own flights. We have good insurance, but I’d prefer not to have to use it.

 

 

 

We too are booked on this cruise. June 2019

 

 

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