Jump to content

Refund Status for canceled cruises: Retitled after merges


Recommended Posts

12 minutes ago, Spurschick said:

Yes will do. As we found out yesterday the money was sent to them bank say we have to give them opportunity to respond to that claim so emailed them and have to give them 7 days to respond (or not 🙄)

Yep - they are closing up shop. They are not going to survive this crisis.

Link to post
Share on other sites

Just rec'd last of refund for Mar 29 b2b yesterday on CC.  We cancelled Mar 11 and rec'd 25% back next day.  Princess cancelled the cruise a few days later.  We chose option 2, lower value.  Latest amount was for rest of cruise, EZ Air and excursions.   Looks like 80+ days or so.

Link to post
Share on other sites

We too are patiently/impatiently waiting for the refund. Our cancelled cruise was from April 7 (CA Coastal). We were refunded 50% to our cc and were told the other 50% would be FCC, which still has not appeared on our Princess account.  We then got the email of May 5 encouraging us to take the balance of the 50% in FCC. We decided to get the balance due us refunded back to our cc. And so we continue to wait. Seems phone calls to Princess are a waste of time. 🙄

Link to post
Share on other sites
5 minutes ago, JoRoy218 said:

We too are patiently/impatiently waiting for the refund. Our cancelled cruise was from April 7 (CA Coastal). We were refunded 50% to our cc and were told the other 50% would be FCC, which still has not appeared on our Princess account.  We then got the email of May 5 encouraging us to take the balance of the 50% in FCC. We decided to get the balance due us refunded back to our cc. And so we continue to wait. Seems phone calls to Princess are a waste of time. 🙄

Did you cancel or did Princess cancel first and if you cancelled, when did you cancel?

 

Did you fill out the Pause 1 questioner?

Edited by Coral
Link to post
Share on other sites

We cancelled 5 days before Princess called it. And yes, I completed their request form.  Based on their May 5 email, they have us down for requesting the balance due back to our cc but were trying to encourage us to go for FCC, which we have no intention of doing. 

Link to post
Share on other sites
33 minutes ago, hobbyfarmer2 said:

Just rec'd last of refund for Mar 29 b2b yesterday on CC.  We cancelled Mar 11 and rec'd 25% back next day.  Princess cancelled the cruise a few days later.  We chose option 2, lower value.  Latest amount was for rest of cruise, EZ Air and excursions.   Looks like 80+ days or so.

Yup, our refund took about 90 days, but they did refund everything and gave us the FCC with option 2, so I am satisfied.  We plan to use the FCC for a cruise for next Winter.

Link to post
Share on other sites
17 minutes ago, JoRoy218 said:

We cancelled 5 days before Princess called it. And yes, I completed their request form.  Based on their May 5 email, they have us down for requesting the balance due back to our cc but were trying to encourage us to go for FCC, which we have no intention of doing. 

Those of us who cancelled before Princess did (I am one of them - I cancelled March 6th) take longer. I did get my money back on CC on day 89 from when I cancelled. You are taking longer.

 

I would definitely call Princess. It won't speed things up but it is possible that they can tell you if your refund has been processed or not. Or potentially can spot if something is wrong with your file. Good luck. I did dispute it with my credit card and that is an option though it is sort of confusing to say "I cancelled and then they cancelled and then they offered to refund my money". 

Link to post
Share on other sites
2 hours ago, JoRoy218 said:

We cancelled 5 days before Princess called it. And yes, I completed their request form.  Based on their May 5 email, they have us down for requesting the balance due back to our cc but were trying to encourage us to go for FCC, which we have no intention of doing. 

 

We are in a similar situation.  We cancelled our May 9th cruise two days before Princess did and we got a partial refund within days of cancelling.  The initial offer was that the cancellation fees would be set up as FCCs.  Then the pause happened and the offer changed to option 1 or 2, the same thing that was communicated for those cancelled by Princess.  We filled out the form indicating option 2 on March 12th, and again on May 5th when we got the email from Princess that was sent to those who cancelled in a specified window before the pause. 

 

On May 22nd we got a revised cancellation notice showing no cancellation fees on the fare but oddly no EZAir amounts and the PVP was shown as $0.01.  Since others have reported getting refunds soon after receiving similar notices I was hopeful.  But since then nothing has happened.  No refund, no bonus FCCs, FCD gone from Cruise Personalizer.  And we continue to wait.

Edited by azbirdmom
Link to post
Share on other sites

Day 89. 🦗 🦗🦗🦗 from Princess; no FCC posted, only one email asking me to rebook by June 30 (with what I might ask).  
 

On a much more pleasant note, 75% of money refunded this week via credit card dispute.  Only took 35 days.  
 

I guess I will be filing disputes on the other credit card payments.

Link to post
Share on other sites

Day 94---still waiting.  Was told this past week that our refund for a 5/9 cruise was processed 6/9/20---has not shown up on CC yet... and no FCC in our accounts.  Will be calling again Mon.--THIS time I'm going to have to insist on talking to a Supervisor.

 

At this point, I don't even care about cruising again for a while--especially on Princess.  We have a cruise booked in 2021, but if we don't get anything back in the coming week, will most likely cancel it....and there's another wait for our $200 deposit.😠

 

So sad, as we enjoyed the Princess ships we've been on and were trying to reach Platinum this year---all a pipe dream now.

Link to post
Share on other sites

Reading everyone's posts about this situation (and being in the midst of it myself) I am wondering on what you all think is going through the minds of the powers that be at Princess. I have thought about this long and hard over the past 3 months. I was a Princess cheerleader - they were my preferred line, I loved their product, and sailed over 25 times with them. I have never had any major problems with Princess in the past (a few gripes around reps not knowing stuff, a few issues on ships, but nothing to turn me off them). When Diamond Princess happened, I though Princess handled the situation extremely well - communication was top notch, they treated guests onboard well (I had friends on the ship so got some first hand info), and they seemed to be doing things right. When Grand happened, it still seemed as if they had things under control and much of what went wrong with disembarking, etc was more to do with Govt/CDC restrictions than Princess. I was pleased with the new cancellation policies they introduced and applauded them for being the first to voluntarily pause operations. Fast forward 3 months and I ask myself, what went wrong?

 

Since the first cancellations in early March, Princess seem to have just given up. Given up communicating to its customers, given up training the people on the phone to ensure they have correct/accurate info, given up refunding money (at least for a while). Why is this? Do they realise what they are doing to hurt their brand? Do they care? Customer retention is important in normal times - during this crises, it is vital! Past customers are the ones that will be first to sail again, not people that have never set foot on a ship. I find it hard to believe they don't realise how much they are turning their past customers off them - this site, their Facebook, their Twitter all have constant "Where is my money" comments. So that leads me to ask - do they care? If they don't, then why? IS the writing on the wall for them? Do they know that they won't make it through so have just given up trying? I don't have the answers but have way too much time on my hands right now and mull this stuff over constantly. I would be interested to hear what others think about the situation!

Link to post
Share on other sites
 
We are also in a similar situation as some that cancelled before pause 1. 

We cancelled on Mar 11, 1 day before pause 1.
Our cruise was on the Regal - April 19 with a b2b on May 4
 
We received a refund to our CC of 50% fare + port fees and taxes to cover both cruises about 2 weeks after we cancelled.  So we are now waiting for the other 50% to be refunded.
 
We originally chose option 1 on Mar 12, but changed it to option 2 on May 5 when Princess sent an email encouraging us to take option 1.  I figured we had waited long enough. 
 
On May 26 we received an updated cancellation notice for both cruises that showed  cancellation fees = none.   No mention of our ezair flights on that notice. 
Still no FCC's showing on our accounts. 
 
According to Princess our payment has been processed and waiting for release to our CC.  Whether any of this is true ... who knows. 
 
94 days and still waiting. 
Link to post
Share on other sites
23 minutes ago, ceilidh1 said:

. I would be interested to hear what others think about the situation!

unfortunately, this is nothing more that a cash-flow situation and preservation …  are there going to be feelings hurt and pissed off customers - of course … will some people "never cruise again" - of course, until they do …  and then there is the group that states , OK , it happens … when's my next cruise ??

 

I believe if Princess had just let the faucet flow on refunds, they would already be in some kind of bankruptcy / reorganization ...

and they still may be at some point in time depending on the number of lawsuits filed against them for Covid-19 - but how long will those take to settle … years, of course

 

now it is well known that I am not in the same situation as a lot of you with thousands of $$$ in limbo with no answers and Princess either not knowing themselves or unwilling to provide you with concrete answers … as this is a major fluid situation

which can change daily

 

Even before all this, it was kind of a running joke on Princess that if you called their customer service and didn't get the answer you were hoping / looking for, to just keep calling until you did … these Princess reps don't have answers … that's way up the line 

 

EDIT: and for all those that cancelled their cruise prior to Princess cancelling them … well, check the terms under which you booked … harsh, but in reality ...

Edited by voljeep
Link to post
Share on other sites
2 minutes ago, voljeep said:

unfortunately, this is nothing more that a cash-flow situation and preservation …  are there going to be feelings hurt and pissed off customers - of course … will some people "never cruise again" - of course, until they do …  and then there is the group that states , OK , it happens … when's my next cruise ??

 

I believe if Princess had just let the faucet flow on refunds, they would already be in some kind of bankruptcy / reorganization ...

and they still may be at some point in time depending on the number of lawsuits filed against them for Covid-19 - but how long will those take to settle … years, of course

 

now it is well known that I am not in the same situation as a lot of you with thousands of $$$ in limbo with no answers and Princess either not knowing themselves or unwilling to provide you with concrete answers … as this is a major fluid situation

which can change daily

 

Even before all this, it was kind of a running joke on Princess that if you called their customer service and didn't get the answer you were hoping / looking for, to just keep calling until you did … these Princess reps don't have answers … that's way up the line 

I agree with you 100% that this is a cash flow problem. I also do believe that the process is not simple and that the many options they presented made it become a manual, time-consuming task. I understand people are working from home in less than optimal conditions and others have been let go. I never thought the process would be fast or simple and was prepared to wait the 60+ days (actually, I'm over 90 now...). 

 

What I don't get is why those up the chain are not mitigating all the above factors and trying to at least appear as if they have things under control. It doesn't even need to be anything fancy of time consuming. Regular updates to their site or social media saying "we are working on it. This is what we have done so far", regular emails to those still waiting, even an email to confirm that the refund/FCC has been done (how hard can it be to send a confirmation if you are already in that person's booking?) This brings me back to my previous questions - do they not know or do they not care?

Link to post
Share on other sites

I definitely hold the Princess AND Carnival Corp. hierachy responsible for this mess they have created.  The phone reps are not sufficiently trained and are on the front lines completely unprepared.   Have worked in customer service for many years, and this sure is a very poor example of it.  I was giving the cruiseline credit for having to deal with an unprecedented situation, but am all done being patient.  The rules re refunds/FCC's, etc., have changed so many times, I don't know what to believe.  And what happened to the "Holding Accounts"?  Last 2 times I called, the phone reps had no clue what I was talking about.

Who I really feel bad for are the crew members, ship officers, entertainers, service staff on all the ships.  But NO sympathy for the cruiseline bigwigs still receiving their paychecks and holding onto to our money as long as they can.

Link to post
Share on other sites

Finally had a call from a supervisor and a chance to explain our situation to them which is diffrent to most here as we cancelled before the normal 90 day final payment date but unfortunately after princess switched off the auto refund system, it was refreshing call with absolutely no bs and they listened to us and carefully explained the problems Princess are up against. Had we received such a call earlier we would not have become as worried or stressed, as a result we will give them a few extra days before we consider other action and our badly dented opinion of princess has become slightly less dented.

Link to post
Share on other sites
18 minutes ago, DavidandHeather said:

Finally had a call from a supervisor and a chance to explain our situation to them which is diffrent to most here as we cancelled before the normal 90 day final payment date but unfortunately after princess switched off the auto refund system, it was refreshing call with absolutely no bs and they listened to us and carefully explained the problems Princess are up against. Had we received such a call earlier we would not have become as worried or stressed, as a result we will give them a few extra days before we consider other action and our badly dented opinion of princess has become slightly less dented.

 

So what did they say the problems Princess is up against?  What did they say to make you feel slightly better?

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Forum Jump
    • Categories
      • Forum Assistance
      • SPECIAL EVENT: Q&A with RiverCruising, the River Cruise Experts
      • Q&A: Cruise Insurance with Steve Dasseos of TripInsuranceStore.com
      • New Cruisers
      • Cruise Lines “A – O”
      • Cruise Lines “P – Z”
      • River Cruising
      • ROLL CALLS
      • Digital Photography & Cruise Technology
      • Special Interest Cruising
      • Cruise Discussion Topics
      • UK Cruising
      • Australia & New Zealand Cruisers
      • North American Homeports
      • Ports of Call
      • Cruise Conversations
×
×
  • Create New...