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Refund Status for canceled cruises: Retitled after merges


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Heads up guys.

I called today and had to wait 1:32 hrs to get through (27 minute wait for general rep. who then passed me on to customer relations specialist where I waited the rest of the time.  I had my cruise changed from the Grand to Regal and my personalizer said I owed more of a deposit by today or I would be cancelled.  Well, that's not true by the way, and she corrected that problem in about literally 3 seconds.  But this is the big news part.  If you can get through to the specialists for a question about a cruise you have booked for the future, etc.  then please ask about your deposit refunds!!!  Since I had waited over 1 1/2 hours I decided, what the heck, to give it a try.  So I asked her (by the way she was so nice and helpful and competent-but completely overwhelmed so try to be extra loving to all these Princess reps), if she could at least check to see if my deposits refunds were still there and in line, etc.  Well, she checked and yes they were. BUT, then she went and sent an email to processing dept. and therefore she guaranteed me(three times in fact! Grin) that my refunds would be processed to credit card by end of business TODAY! (The were for August-Sept.cruises that I personally cancelled the end of April).  So I am all squared away from having to cancel 4 cruises and now am looking forward to my next 4 cruises (March, 2021-February, 2022).

 

Pooh 

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Now at 124 days, for 2 cabins booked together, have received refunds for one as well as the FCC just posted today.  However no refunds for the second booking yet.  Ironically though received the FCC as well for that booking.  Maybe that means they are at least getting to the other booking now.  What's funny is I didn't even know the FCC had been posted until I went ahead and booked a cruise for March 2022, and the FCC popped up, lol.  If they would just now send me the rest of my refund I would be done.

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I was a phase two cancellation. We elected for a full refund and got our refund relatively quickly in late June. However, on July 21 Princess reinstated almost $9,000 in charges that had been previously refunded. I have NO idea what is going on. Our travel agent is a saint and working so hard for us. We had originally paid just over $16,000 for two rooms, air, and insurance so they haven't taken it all back but still this just seems impossible.

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10 minutes ago, PoohUnderstands said:

Heads up guys.

I called today and had to wait 1:32 hrs to get through (27 minute wait for general rep. who then passed me on to customer relations specialist where I waited the rest of the time.  I had my cruise changed from the Grand to Regal and my personalizer said I owed more of a deposit by today or I would be cancelled.  Well, that's not true by the way, and she corrected that problem in about literally 3 seconds.  But this is the big news part.  If you can get through to the specialists for a question about a cruise you have booked for the future, etc.  then please ask about your deposit refunds!!!  Since I had waited over 1 1/2 hours I decided, what the heck, to give it a try.  So I asked her (by the way she was so nice and helpful and competent-but completely overwhelmed so try to be extra loving to all these Princess reps), if she could at least check to see if my deposits refunds were still there and in line, etc.  Well, she checked and yes they were. BUT, then she went and sent an email to processing dept. and therefore she guaranteed me(three times in fact! Grin) that my refunds would be processed to credit card by end of business TODAY! (The were for August-Sept.cruises that I personally cancelled the end of April).  So I am all squared away from having to cancel 4 cruises and now am looking forward to my next 4 cruises (March, 2021-February, 2022).

 

Pooh 

While I am very happy for you that you got everything taken care of, it is a bit alarming that the Princess representative would expedite your refund like she did.  I had my TA check with Princess the other day for a cruise that was cancelled by Princess in mid April for our May 2020 cruise.  I was told that yes, I was still owed my port taxes and fees plus a $50 gift card refund and I am in the que and that they were still being processed.  However, I would have to wait it out and to check back in a month.  I wonder how many Princess agents are expediting things while numerous people are still waiting for their refunds. 

 

I am by no means blaming you,  it just doesn't seem right.

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25 minutes ago, PoohUnderstands said:

Heads up guys.

I called today and had to wait 1:32 hrs to get through (27 minute wait for general rep. who then passed me on to customer relations specialist where I waited the rest of the time.  I had my cruise changed from the Grand to Regal and my personalizer said I owed more of a deposit by today or I would be cancelled.  Well, that's not true by the way, and she corrected that problem in about literally 3 seconds.  But this is the big news part.  If you can get through to the specialists for a question about a cruise you have booked for the future, etc.  then please ask about your deposit refunds!!!  Since I had waited over 1 1/2 hours I decided, what the heck, to give it a try.  So I asked her (by the way she was so nice and helpful and competent-but completely overwhelmed so try to be extra loving to all these Princess reps), if she could at least check to see if my deposits refunds were still there and in line, etc.  Well, she checked and yes they were. BUT, then she went and sent an email to processing dept. and therefore she guaranteed me(three times in fact! Grin) that my refunds would be processed to credit card by end of business TODAY! (The were for August-Sept.cruises that I personally cancelled the end of April).  So I am all squared away from having to cancel 4 cruises and now am looking forward to my next 4 cruises (March, 2021-February, 2022).

 

Pooh 

I really hope this works out for you! I have been told similar things (with dates and amounts) three times and still have nothing from my March sailing. My booking has (apparently) been escalated three times...and still gone nowhere! Please keep us posted and we will keep everything crossed for you!

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3 minutes ago, Italy52 said:

While I am very happy for you that you got everything taken care of, it is a bit alarming that the Princess representative would expedite your refund like she did.  I had my TA check with Princess the other day for a cruise that was cancelled by Princess in mid April for our May 2020 cruise.  I was told that yes, I was still owed my port taxes and fees plus a $50 gift card refund and I am in the que and that they were still being processed.  However, I would have to wait it out and to check back in a month.  I wonder how many Princess agents are expediting things while numerous people are still waiting for their refunds. 

 

I am by no means blaming you,  it just doesn't seem right.

Same - Princess agrees I am owed money but can't seem to do anything to move it to that next stage. I have had reps tell me they will escalate it (3 times), I have had a rep tell me it was processed April 29th. I have had a rep tell me it was processed June 23rd. Sometimes I think they just say whatever will get you off the phone fast enough. The last rep I spoke to told me "You just need to let us do our job and complete processing." LOL.

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29 minutes ago, katisdale said:

I was a phase two cancellation. We elected for a full refund and got our refund relatively quickly in late June. However, on July 21 Princess reinstated almost $9,000 in charges that had been previously refunded. I have NO idea what is going on. Our travel agent is a saint and working so hard for us. We had originally paid just over $16,000 for two rooms, air, and insurance so they haven't taken it all back but still this just seems impossible.

Woah! They recharged your credit card? Or just requested payment? If they recharged your card you should be contacting your bank and telling them that the charge was not authorised! Hope you get it figured out.

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8 minutes ago, ceilidh1 said:

Same - Princess agrees I am owed money but can't seem to do anything to move it to that next stage. I have had reps tell me they will escalate it (3 times), I have had a rep tell me it was processed April 29th. I have had a rep tell me it was processed June 23rd. Sometimes I think they just say whatever will get you off the phone fast enough. The last rep I spoke to told me "You just need to let us do our job and complete processing." LOL.

I keep watching your posts and keeping my fingers crossed that once you get your refund, I will get mine.  I made the mistake of taking Option 1 for both my cancelled May and August cruises.  I rebooked both cruises using FCD for 2021 and will be using my FCCs for payment.  Once I am done with the two cruises, I think I will be returning to Celebrity and Holland.

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3 minutes ago, Italy52 said:

I keep watching your posts and keeping my fingers crossed that once you get your refund, I will get mine.  I made the mistake of taking Option 1 for both my cancelled May and August cruises.  I rebooked both cruises using FCD for 2021 and will be using my FCCs for payment.  Once I am done with the two cruises, I think I will be returning to Celebrity and Holland.

Yes, I believe my love affair with Princess is also over. It's been a great ride, but I'm appalled at the way they have handled this. I'm not saying other lines are without problems/delays but for Princess to have no idea of when they will process a refund is astounding. My concern was that there is really nowhere to go from there - they say they will do it, but we have no means of knowing when. I finally ended up disputing with my card, so one way or another I will get my money back...so disappointed that it had to come to that.

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53 minutes ago, katisdale said:

I was a phase two cancellation. We elected for a full refund and got our refund relatively quickly in late June. However, on July 21 Princess reinstated almost $9,000 in charges that had been previously refunded. I have NO idea what is going on. Our travel agent is a saint and working so hard for us. We had originally paid just over $16,000 for two rooms, air, and insurance so they haven't taken it all back but still this just seems impossible.

I think we have the same agent and I had something similar but not at the $9000 range. I think I have someone at Princess working on this for me. They acknowledged some of it but not all of it yet. They hope to get back to me by Monday. The "some of it" I had called previously on. They are now working on the charge they reversed on my credit card. She seemed very helpful - I am hopeful.

Edited by Coral
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1 minute ago, ceilidh1 said:

Yes, I believe my love affair with Princess is also over. It's been a great ride, but I'm appalled at the way they have handled this. I'm not saying other lines are without problems/delays but for Princess to have no idea of when they will process a refund is astounding. My concern was that there is really nowhere to go from there - they say they will do it, but we have no means of knowing when. I finally ended up disputing with my card, so one way or another I will get my money back...so disappointed that it had to come to that.

I hate to say this but I have friends who sail all lines and no one has anything good to say about any line right now. Viking is the only positive comments I hear.

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1 hour ago, ceilidh1 said:

Woah! They recharged your credit card? Or just requested payment? If they recharged your card you should be contacting your bank and telling them that the charge was not authorised! Hope you get it figured out.

Yes, they recharged the card. We have contacted the bank. 

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7 hours ago, PoohUnderstands said:

she guaranteed me(three times in fact! Grin) that my refunds would be processed to credit card by end of business TODAY!

Were they actually refunded?

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OMG people, I can hardly believe I am posting this, BUT...on day 137, I have a pending refund on my Capital One card from Princess cruises. It's only a very small portion of what I'm owed, but I had given up hope of ever getting anything from Princess so it's a start. Nothing on my RBC card, which was the bulk of charges, but that one is always slower to process. There could be light at the end of the tunnel....

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13 minutes ago, ceilidh1 said:

OMG people, I can hardly believe I am posting this, BUT...on day 137, I have a pending refund on my Capital One card from Princess cruises. It's only a very small portion of what I'm owed, but I had given up hope of ever getting anything from Princess so it's a start. Nothing on my RBC card, which was the bulk of charges, but that one is always slower to process. There could be light at the end of the tunnel....

I sure hope so!! I am hoping Princess gets back to me on Monday with the rest of my refund.

Edited by Coral
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21 minutes ago, Coral said:

I sure hope so!! I am hoping Princess gets back to me on Monday with the rest of my refund.

 

I've been offline for a bit and was surprised to see that they reversed your refund.  It actually made me check mine but thankfully they didn't do that to us.  I think that is the very definition of adding insult to injury.  Hoping it didn't drive N over the edge, and that you do get your refund quickly and permanently!  Geesh.

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23 hours ago, voljeep said:

Cruise Date - 11/25/20

Cancelled by Princess - 7/22/20

Option taken - Double Deposit as FCC ( have until 8/31 to decide refund or FCC

Not Paid in Full as of cancellation date )

 

Day 2 - still haven't seem FCC posted to our accounts !!! 🥃🍷🍸🦄🏁

 

Our PVP to return on Monday - will call then to get this escalated !🤑

now Day 3 - nada 

 

sorry, I do realize how serious this is for y'all who have been waiting 120+ days ... no excuse whatsoever for that

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29 minutes ago, voljeep said:

now Day 3 - nada 

 

sorry, I do realize how serious this is for y'all who have been waiting 120+ days ... no excuse whatsoever for that

You should start a betting syndicate - see who gets closest to your FCC date. Lol. You could stand to make BIG money!

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54 minutes ago, azbirdmom said:

 

I've been offline for a bit and was surprised to see that they reversed your refund.  It actually made me check mine but thankfully they didn't do that to us.  I think that is the very definition of adding insult to injury.  Hoping it didn't drive N over the edge, and that you do get your refund quickly and permanently!  Geesh.

Princess's accounting/finance department needs help. So much for making sure they get everything accurate. It is not the entire amount but still......

Edited by Coral
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45 minutes ago, voljeep said:

 

sorry, I do realize how serious this is for y'all who have been waiting 120+ days ... no excuse whatsoever for that

Especially when people are waiting for 5 figures. Especially with all of the problems out there with job losses, people ill, etc...

Edited by Coral
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23 minutes ago, Coral said:

Princess's accounting/finance department needs help. So much for making sure they get everything accurate. It is not the entire amount but still......

 

So true!  I can understand some initial issues since this is something they have never dealt with before.  But it's been more than 4 months since they announced the first pause and they have had plenty of time to put systems in place to prioritize and track the processing of refunds.  And to develop a communication plan to keep cruisers apprised of where their refund stands.  I no longer have no sympathy for what Princess is going through but plenty for those who have been made to wait and have been lied to about the status of their refunds.  Lousy for loyal passengers and for Princess employees who have to deal with not having accurate info at their fingertips.  It could have gone so much better and I blame those at the top for not handling this as well as they could have.

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2 hours ago, ceilidh1 said:

OMG people, I can hardly believe I am posting this, BUT...on day 137, I have a pending refund on my Capital One card from Princess cruises.

colorful-fireworks-gif.gif

Edited by Aulanis
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