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Refund Status for canceled cruises: Retitled after merges


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I have cancelled a cruise with Princess before and my credit card was refunded within 2 days. This time, I feel that making everyone wait an extended period of time, is a way for the company to hang onto everyone's money just a little bit longer. I feel princess is damaging their reputation by holding back refunds. Princess has no issue charging my credit card instantly when I book a cruise, but it takes 60 days to refund me? I have another cruise booked with Princess for next April. How Princess handles my refund, will affect my opinion of Princess and whether or not I take another cruise with them.

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34 minutes ago, ROWSE said:

Everyone is very frustrated for sure!  I just hope for the day this is all just a bad memory!

 

Yesterday I spoke to a Princess Representative about a question I had.  We had a conversation about the mess that

this all is.  She mentioned the credit card company's are also so slammed with everything including refunds coming 

back to people from various cancellation that it is taking them extra long also to even list someone's refund back to them from Princess.  Hadn't thought about that operation being gummed up as well. 

I would believe that if I was having problems getting refund from other companies. I have not. I received an email yesterday from Allianz about my refund being approved. Today I see the funds on my credit card. I had some other things I needed to refund concerning my trip and they were quickly refunded as well.

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11 hours ago, Carnevale said:

 

 They are destroying customer loyalty exactly at a time they need it most.

 

 

Not on topic, but at the very least I suspect we'll see some pretty terrific offers from surviving or successor cruise lines offering status matches,  competitive match discounts and maybe even honoring some portion of FCCs from Princess.  Princess has squandered their goodwill capital.

 

Are you listening other-cruise-lines?  🛳️  😉

 

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57 minutes ago, dearinger said:


I have already received my refund and my wildly incorrect FCC. 
Just because a sampling of Princess customers on CC haven’t received a refund doesn’t mean that no one is receiving them. My cruise was for mid May and was cancelled the same time as everyone else’s and I received my refund last week. 
 

My travel agent does a huge amount of Princess business (very high top producer, probably one of the top in the country). I spoke with her about refunds and it sounded like her clients are waiting just like myself. So if you think CC isn't a good indicator, I think my agent probably would know if refunds were starting to get refunded with her clients. Maybe a few have but she is constantly getting calls from her clients and I got the impression that I am in the majority.

 

I am happy for you that you did receive yours. I hope more start reporting. It is odd that Princess says it will be in the order of the cruise date and by when people responded and your cruise is for mid-May. There are a ton of people with March and April cruises who have not received anything yet. It is weird Princess refunded you before some others. Consider yourself lucky.

Edited by Coral
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1 minute ago, as400guy said:

 

Not on topic, but at the very least I suspect we'll see some pretty terrific offers from surviving or successor cruise lines offering status matches,  competitive match discounts and maybe even honoring some portion of FCCs from Princess.  Princess has squandered their goodwill capital.

 

Are you listening other-cruise-lines?  🛳️  😉

 

If everybody follows through on their threats, I don't think Princess will have any problem with social distancing on their cruises from now on....  Who knows maybe that will make Princess the first line authorized to start up again.

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9 minutes ago, Coral said:

I would believe that if I was having problems getting refund from other companies. I have not. I received an email yesterday from Allianz about my refund being approved. Today I see the funds on my credit card. I had some other things I needed to refund concerning my trip and they were quickly refunded as well.

 

Agree with you.  I cancelled a few on board purchases two days before I cancelled the cruise and those appeared in my credit card statement two days after I cancelled them just like they have in the past.  The partial refund for the cruise appeared about 4 days after I cancelled the cruise.  I had also used miles + copay to upgrade our EZAir United flights and that took a little while to sort out with them but when I did, the credits appeared within 10 days.

 

I can accept that it's taking them longer to process given the volume and also that the credit card companies are slammed as well which is delaying the normal credit process.  Maybe Princess put a halt to cancellations in the system which triggered the refunds due to the various programs re: FCC bonuses that they are offering?  The fact that my cruise disappeared immediately after our TA cancelled it and others didn't kind of supports this idea.  And it would explain why the ancillary purchases didn't get refunded immediately if their system "thinks" the cruise is still active.  But it would still seem to me that there aren't that many variables re: cancellation options and that they should be able to create a code to do all of this automatically.  It's all so strange but all we can do is speculate at this point - not much else to do!

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13 minutes ago, Coral said:

My travel agent does a huge amount of Princess business (very high top producer, probably one of the top in the country). I spoke with her about refunds and it sounded like her clients are waiting just like myself. So if you think CC isn't a good indicator, I think my agent probably would know if refunds were starting to get refunded with her clients. Maybe a few have but she is constantly getting calls from her clients and I got the impression that I am in the majority.

 

I am happy for you that you did receive yours. I hope more start reporting. It is odd that Princess says it will be in the order of the cruise date and by when people responded and your cruise is for mid-May. There are a ton of people with March and April cruises who have not received anything yet. It is weird Princess refunded you before some others. Consider yourself lucky.

Well said!  My TA also states others have not seen the refunds from Princess, many are concerned. 

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5 minutes ago, azbirdmom said:

 

Maybe Princess put a halt to cancellations in the system which triggered the refunds due to the various programs re: FCC bonuses that they are offering?  The fact that my cruise disappeared immediately after our TA cancelled it and others didn't kind of supports this idea.  And it would explain why the ancillary purchases didn't get refunded immediately if their system "thinks" the cruise is still active.  

Maybe a combination? My cruise disappeared right away but the agent cancelled it as opposed to Princess cancelling it. Princess cancelled the sailing less than a week later when the pause occurred.

 

BTW - my agent only discussed the "refund amount I would receive" - not the FCC. I really could care less about that at this point.

Edited by Coral
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My cruise (June) was not cancelled by Princess until recently.  However, on March 12 I cancelled several expensive Princess excursions through my Personalizer which immediately dropped from my reservation.  I did not get any email saying such cancellation was being processed and no "credit" appeared on my account.   Nothing at all to say I was owed any money.  These excursions totaled around $1100.00.  A month before when I changed my mind on an excursion, my credit appeared back on my credit card within 48 hours (which is what they advertise on their excursion site).  This time it did not happen.  The timing of my cancellation was, unfortunately, the same day of the mass cancellations. I have called numerous times and in all of my conversations with Princess, the representatives tell me different things.  Three of them said they would send me an email confirmation that a credit is in process and each time - no email received.  Finally, a representative told me it was impossible for them to send me anything which showed the money was owed me.  So the excursions (and my money, apparently) just disappeared.  Since I don't fall into the group of cancelled cruises, you would think my refund would be a quick and simple process - not something that would have to be done individually with much scrutinizing.  37 days...

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4 minutes ago, Coral said:

Maybe a combination? My cruise disappeared right away but the agent cancelled it as opposed to Princess cancelling it. Princess cancelled the sailing less than a week later when the pause occurred.

 

BTW - my agent only discussed the "refund amount I would receive" - not the FCC. I really could care less about that at this point.

 

There goes my theory LOL.  I want to know the whole picture as I want to know that what I am getting back through all sources at least equals what we paid.  If I could reconcile the amount that we got in refund I may not be as concerned.  But in reality we won't be using the FCC until mid-August at the earliest and in the scheme of things I can wait for answers which is what I told our TA.  It's more important at this point for people who need the money to get their refunds.

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52 minutes ago, travelhound said:

Yup, people on CC tend to think that this forum represents the entire cruise population.  In reality, there are probably only a couple of hundred people who regularly post here.

 

No one thinks this forum represents the entire cruise population. However, If you fail to keep the people who are willing to post on this board happy, you are going to go out of business. The "repeat cruiser" demographic is your most important customer.  

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1 hour ago, CarelessAndConfused said:

 

PrincessLuver, while I usually agree with most everything you say, including many aspects of this refund situation, I'm not sure why you keep saying that they will be insolvent or that they don't have the money or things to that affect.  I'm not exactly sure what you really feel when you say that but they do have about a year's worth of solvency according to their own public statements.  Which makes it all the more infuriating that refunds didn't start in mass at least starting in early April.

 

 

Point well taken.....I know CCL has received funds recently but they are also burning through approximately a billion dollars a month and not really generating any revenue......I do not believe they are too big not to fail as a company....I agree it is not the cruise companies fault for what is happening with COVID-19 but something is just not adding up with Princess?  Others seem to be sensing this also on CC.

 

I know these are not normal times but the Princess product that has usually always been outstanding in the past based on performance and customer service is almost non-existent now.  I am growing more suspicious with the constant excuses and increased timeline for delaying refunds.....I certainly hope I am wrong about the health of them as a company!!!

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1 hour ago, travelhound said:

Yup, people on CC tend to think that this forum represents the entire cruise population.  In reality, there are probably only a couple of hundred people who regularly post here.

My travel agent who easily sells millions with Princess is not seeing any refunds either. She is probably a better indicator than CC and it is not happening yet. Even Princess just posted that they "just started the process of refunds 2 days ago". This speaks volumes.

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6 minutes ago, CaribbeanIsland said:

My travel agent who easily sells millions with Princess is not seeing any refunds either. She is probably a better indicator than CC and it is not happening yet. Even Princess just posted that they "just started the process of refunds 2 days ago". This speaks volumes.

Now that is probably a more relevant point.  BTW, I  am also waiting for a refund.

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1 hour ago, Grayce said:

I have cancelled a cruise with Princess before and my credit card was refunded within 2 days. This time, I feel that making everyone wait an extended period of time, is a way for the company to hang onto everyone's money just a little bit longer. 

When you cancelled your cruise in the past, you were in a small percentage of people cancelling cruises. 

Now cruise lines...not just Princess...are having to process tens of thousands cancellations; cancellations caused by either by cruise lines, or passengers opting to cancel. That's puts a tremendous pressure on the companies (ie employees) to process refunds and FCC's' as soon as possible. 

 

 

 

 

Edited by Boatdrill
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1 minute ago, Boatdrill said:

When you cancelled your cruise in the past, you were in a small percentage of people cancelling cruises. 

Now cruise lines...not just Princess...are having to process tens of thousands cancellations; cancellations caused by either by 

cruise lines, or passengers opting to cancel. That's puts a tremendous pressure on the companies (ie employees) to process refunds and FCC's' as soon as possible. 

 

 

 

 

And to add to it they have been working from home for a month. I spoke to 3 very helpful reps today. They all did their best to try to answer my questions and I didn’t get disconnected like I did last week. I certainly hope we start hearing more cc members are getting refunds soon I shared this with M   (rep). They understand, had so many issues, they have money, he says. 

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32 minutes ago, Boatdrill said:

When you cancelled your cruise in the past, you were in a small percentage of people cancelling cruises. 

Now cruise lines...not just Princess...are having to process tens of thousands cancellations; cancellations caused by either by cruise lines, or passengers opting to cancel. That's puts a tremendous pressure on the companies (ie employees) to process refunds and FCC's' as soon as possible. 

 

 

 

 

I get that it may take a little longer to process the large number of refunds. I do not believe that it takes 60 days. I believe that Princess is deliberately holding back people's refunds. The fact that they announced they are just starting to process refunds (April 16) supports this.  

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30 minutes ago, dog said:

And to add to it they have been working from home for a month. I spoke to 3 very helpful reps today. They all did their best to try to answer my questions and I didn’t get disconnected like I did last week. I certainly hope we start hearing more cc members are getting refunds soon I shared this with M   (rep). They understand, had so many issues, they have money, he says. 

Just saw on Pr Fb info page that 5 have gotten money & FCC refunds

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25 minutes ago, dog said:

Just saw on Pr Fb info page that 5 have gotten money & FCC refunds

5 from your cruise?  Or all passengers on 5 different voyages?  Or just 5 people responding to the FB post (who might all have had different cruises)?   

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I cancelled my March 14th sailing on March 10th, two days prior to the mass cancellations. I was told by the Princess phone rep that the refundable amount would go back to original form of payment in 7-10 days and the non-refundable would be converted to an FCC within 30 days. Two days later, mass cancellations occurred and I submitted the form immediately for option 1. The form stated that it would take up to 30 days for FCC to appear on accounts but, as far as I recall, didn't specifically mention timeline for refunds. I had hope that the 7-10 days might still be attainable but expected to wait up to 30 days. That 30 days has gone and still nothing - no money back and no FCC. If, indeed, they are being processed in sailing date order and form submission order then I should be one of those at the front of the line. I still have hope that it's coming sooner rather than later but a simple email would be nice - even a generic form letter to say 'Thanks for your patience" would be something.

 

I also cancelled a Carnival cruise the same day for a March 21st sailing. I have had nothing from Carnival either - opted for full refund from them. It took me almost a month just to get a confirmation email of the cancellation, so Princess is certainly not alone among cruiselines in poor communication and keeping people waiting.

 

What I HAVE been successful with is getting my premium refunded from Manulife - took exactly 2 days from request to being refunded to my card and it was all done by email. I was also able to get my 2 night hotel stay refunded within 3 days - booked through the big box online agency, not direct through the hotel. This was all done online. So, it seems some businesses are keeping on top of things...

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33 minutes ago, jat1977 said:

5 from your cruise?  Or all passengers on 5 different voyages?  Or just 5 people responding to the FB post (who might all have had different cruises)?   

 

The post did not have a date on it?  I did read at least 20 comments on Princess FB page where some people are basically begging for their refunds because they have lost their jobs to COVID-19......Princess FB response to them.....crickets.....

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38 minutes ago, jat1977 said:

5 from your cruise?  Or all passengers on 5 different voyages?  Or just 5 people responding to the FB post (who might all have had different cruises)?   

5 different people on different cruises, that I've noticed posted in last 2 days, saying they just got their refunds/FCC from Princess.

Might give some hope.

This is really difficult to go through.

Other then calling Princess, I can't see anything else one can do, but wait.

 

 

 

Edited by dog
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To add to this confusion, I have been reading the TA guide and some of the updated info contradicts some of the original info. I was definitely under the impression that taxes/port fees/refundable air/pre-paid items would go back to original form of payment if you chose option 1 for the FCC. Now there is talk of a "holding account" for some of these items? Has anyone heard of this? @Coral has your TA mentioned it? Here is a screenshot of the example:

 

image.png.1c4ebab55e8a4fd6f8e016bb32a681f3.png

 

(sorry it's so small)

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14 minutes ago, ceilidh1 said:

To add to this confusion, I have been reading the TA guide and some of the updated info contradicts some of the original info. I was definitely under the impression that taxes/port fees/refundable air/pre-paid items would go back to original form of payment if you chose option 1 for the FCC. Now there is talk of a "holding account" for some of these items? Has anyone heard of this? @Coral has your TA mentioned it? Here is a screenshot of the example:

 

image.png.1c4ebab55e8a4fd6f8e016bb32a681f3.png

 

(sorry it's so small)

 

Is this something new or is that the original guide?  And does that guide specify if there is a difference between someone who cancelled under the early cancellation offer they put out there 6 days prior to announcing the policies regarding the 60 day pause or someone whose cruise was cancelled by Princess on March 12th?  I was led to believe by materials they released with the "pause" announcement that I could select option 1 or 2 even though I cancelled my cruise two days earlier.  And if my interpretation is correct then I should be getting all of my money refunded as should anyone who elected option 2.

Edited by azbirdmom
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We cancelled our March 10 sailing on March 6 and were told 10 business days for FCC and refunds of taxes, fees and any on- board purchases. The refund of on-board purchases (excursions and service charges) appeared on our credit card just a few days after the cancellation. Our FCC (for cruise and ez air fares) appeared in our Captain Circle accounts about 2 weeks after, then disappeared from the accounts to re-appear again on April 1st. In early April we did not yet have our refund for taxes and fees so we contacted our credit card company, provided them with the documents showing the amounts received by Princess for the cruise and air along with the cancellation notices. It took just a few days for the credit card company to refund us the amount for taxes and fees.  

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