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Brisbane41

Contacting Princess by phone in Australia

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Does anyone know if there is another call centre number to speak to Princess in Australia and not get directed to the call centre people in America who have no idea of what they are doing regarding bookings. It is really frustrating because the call centre people in Australia really know what they are doing where as the American ones are complete dills and have no idea what they are talking about.

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10 minutes ago, Brisbane41 said:

Does anyone know if there is another call centre number to speak to Princess in Australia and not get directed to the call centre people in America who have no idea of what they are doing regarding bookings. It is really frustrating because the call centre people in Australia really know what they are doing where as the American ones are complete dills and have no idea what they are talking about.

13 24 88     or 1 300 551 853         I ring the 13 24 88 number often.

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I tried both and they both get filtered through to the USA call centre who all the consultants keep saying for my request I need to speak to someone in Australia. I finally got though to Australia by calling the Princess Holiday Planners department.

 

So frustrating when they do that.

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1 hour ago, Brisbane41 said:

I tried both and they both get filtered through to the USA call centre who all the consultants keep saying for my request I need to speak to someone in Australia. I finally got though to Australia by calling the Princess Holiday Planners department.

 

So frustrating when they do that.

Perhaps Princess Australia Office is shut down this week for the holidays, hence the filtering through to the 'Land of Tipping.'

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Posted (edited)

I've never had a problem using the standard numbers. Both US and Australian staff have been very helpful.

 

I had a lovely chat with one of the US people a few months ago.Apparently they don't have many people in the Australian office so many calls go through to Seattle where they have people working shifts to cover the varying time zones. 

Edited by OzKiwiJJ

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I rang the 1300 551 853 number around 8.15 this morning (Sydney time) and had no problem speaking to a nice person who was located in Wollongong, so the Australian office is not closed for the holidays

 

2 hours ago, NSWP said:

Perhaps Princess Australia Office is shut down this week for the holidays, hence the filtering through to the 'Land of Tipping.'

 

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6 hours ago, Kiwi Kruzer said:

Just call you TA...Its so easy .

I never use them because they are incompetent and I can do a better job myself.

 

Apparently there is a filter to where the calls go based on demand. I worked out how to get though now. I had to call about five times. Sometimes if I detect an American voice I just hang up and try again until I get a non American voice then I know I am going to get results.

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1 minute ago, Busy Mum said:

Wow, I have had nothing but very helpful, knowledgeable and just delightful Princess Reps from Seattle.  My last contact with a lady was just a couple of weeks ago and she helped me save many $$$, she was super patient with me could not do enough for me.

 

You must have really ‘lucked out’ with the people you have spoken to...or...

 

I’m somewhat disturbed by your attitude....oh well, it takes all kinds......

Have to agree with you there, I have had the best customer service from the US offices.

I just refared a cruise, they were so helpful, saved lots and kept the same cabin, they are so polite and helpful, I am more than happy to get put through to the US.

The last few Princess reps I have spoken with in Australia have been working from home.

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36 minutes ago, Busy Mum said:

Wow, I have had nothing but very helpful, knowledgeable and just delightful Princess Reps from Seattle.  My last contact with a lady was just a couple of weeks ago and she helped me save many $$$, she was super patient with me could not do enough for me.

 

You must have really ‘lucked out’ with the people you have spoken to...or...

 

I’m somewhat disturbed by your attitude....oh well, it takes all kinds......

All I have encountered is rude and obnoxious and abusive representatives based in America who have no product knowledge, have never sailed with the line or any line and are just out of their depth with their job.

 

Example back in 2014 I had a cruise booked on Diamond Princess in Japan. I booked an inside cabin on Lido Deck because it was high up and afforded me quick and easy access to the open decks, pools, and areas where I would usually spend the day. I received an email from Princess informing me of an upgrade where I was upgraded to a much lower deck in an obstructed view window cabin. I rang up with a simple request to decline the upgrade and be returned to my original cabin. When I spoke on the phone it was an American consultant who was nothing but rude, abusive and nasty, was accusing me of trying to worm my way into a higher upgrade, claiming most people would be grateful of such an upgrade and I had no right to turn it down.

 

To cut the long story short, fortunately the phone call was recorded by Princess and I made serious complaints and she lost her job over it. I got my original cabin back thankfully but that is beside the point.

 

Ever since then I have been wary of their call centre and have always had better service from the Australian call centre office.

 

I forgot to add that the first cruise after the one I completed where I had that horrible phone call they upgraded me to the Penthouse Suite from a standard balcony cabin.

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2 hours ago, Brisbane41 said:

I never use them because they are incompetent and I can do a better job myself.

 

 

So you believe that competent people only work for the cruise lines, and never as a TA?

 

Wow, another sweeping generalisation. Gee, imagine the sweeping generalisations people could make about bus drivers...

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2 hours ago, Brisbane41 said:

Sometimes if I detect an American voice I just hang up and try again until I get a non American voice then I know I am going to get results.

 

Wait til they offshore all their call centre jobs, as other Carnival and other cruise line brands have done.

 

Though maybe that's fine, after all, they'll also be "non-American."

 

"Welcome to downtown Bangalore. How may we help you today?"

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38 minutes ago, The_Big_M said:

 

So you believe that competent people only work for the cruise lines, and never as a TA?

 

Wow, another sweeping generalisation. Gee, imagine the sweeping generalisations people could make about bus drivers...

Why would I employ the services or a middle person to do something I am more than capable of doing myself. If I do it myself I can do it when I want, how I want and know the response or result immediately. I am so well travelled and experienced in travelling that I have never found a travel agent with knowledge that even comes close to equalling mine.

 

I do have direct numbers to certain places at Princess, but I prefer not to use those numbers for something rather simple that can be done on the phone assuming the phone call goes to the Australia call centre and not the American one.

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Posted (edited)

My daughter used to work in a specialised medical call centre.

 

Some of the stories she would rely.  Especially the callers who already knew everything, and only wanted the answer they wanted. (Which usually related to being given drugs they weren’t allowed to have.)

 

Edited by Docker123

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Posted (edited)
4 hours ago, gbenjo said:

I am a tad confused Sutho. You tell everyone how well travelled you are and how many cruises you have done but will not use a travel agent because you know so much more than them and they are useless, you hate anything American yet you cruise on American owned cruise lines ( sorry pal..in the real world Princess IS an AMERICAN Company)  but you do not know what phone number to call to ask a simple question ??????🤔

The question of whether Princess is an American company or not is rather complicated. P&O and Princess were formed in the UK (P&O acquired Princess and operated as P&O Princess Cruises), but in 2003 that company merged with the American company Carnival Corp. Princess Cruises is a subsidiary of Carnival Corp and Carnival plc. It is now listed on both the US and UK stock exchanges so could legitimately be referred to as an American company and also as a UK company. However, Princess in Australia is run from the office in Santa Clarita in California, so if I had to choose between saying it was American or UK, I would opt for American.

Edited by Aus Traveller

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I agree . It is definitely ans American company.

 

https://en.wikipedia.org/wiki/Princess_Cruises

Princess Cruises is a cruise line owned by Carnival Corporation & plc.[1] The company is incorporated in Bermuda and its headquarters are in Santa Clarita, California.[2] It was previously a subsidiary of P&O Princess Cruises, and is part of Holland America Group, which controls princess cruises brand. The line has 17 ships which cruise worldwide and are marketed to both American and international passengers.

 

The main object of Princess is to allow Americans to cruise down here.... and we benefit by having them full time in our waters masquerading as Princess Australia  , plus the better ships in season.  

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Never had any problem with US Princess Agents.You seem to get them when there is a high demand or out of Australian office hours.

 

All of them have been easy and helpful to deal with. 

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4 hours ago, Kiwi Kruzer said:

I agree . It is definitely ans American company.

 

https://en.wikipedia.org/wiki/Princess_Cruises

Princess Cruises is a cruise line owned by Carnival Corporation & plc.[1] The company is incorporated in Bermuda and its headquarters are in Santa Clarita, California.[2] It was previously a subsidiary of P&O Princess Cruises, and is part of Holland America Group, which controls princess cruises brand. The line has 17 ships which cruise worldwide and are marketed to both American and international passengers.

 

The main object of Princess is to allow Americans to cruise down here.... and we benefit by having them full time in our waters masquerading as Princess Australia  , plus the better ships in season.  

Surely then it’s a Bermudian company if we get down to nitty gritty.

 

and pretty sure it started life in Canada.

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Lol is this the same as getting the Aus Princess office to handle Shareholder OBC the same way as the US Office? Or do we need more popcorn for that? :classic_rolleyes:

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Who would have thought it would go on like this. I ring up Princess to have military credit applied to a booking and the US agent tells me I need to contact the Australian office!

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15 minutes ago, Brisbane41 said:

Who would have thought it would go on like this. I ring up Princess to have military credit applied to a booking and the US agent tells me I need to contact the Australian office!

Yep, maybe explaining that in your first post may have made it clear of the problem you were having.

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12 hours ago, Brisbane41 said:

Who would have thought it would go on like this. I ring up Princess to have military credit applied to a booking and the US agent tells me I need to contact the Australian office!

Once your military obc bona fides, certificate of service etc are recorded at Princess on your file, it is automatically applied to every booking, believe me.  You are not required to contact them re same.

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1 hour ago, NSWP said:

Once your military obc bona fides, certificate of service etc are recorded at Princess on your file, it is automatically applied to every booking, believe me.  You are not required to contact them re same.

Does this OBC apply on Australian cruises? If so, what lines. I could be missing out.

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6 minutes ago, lyndarra said:

Does this OBC apply on Australian cruises? If so, what lines. I could be missing out.

Yes, I know it does on Princess, not sure about other lines.

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