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Refund Status for canceled cruises: Retitled after merges


lahore
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36 minutes ago, ceilidh1 said:

Just an FYI....today's Princess webinar stated that ALL cruises cancelled during the first pause have had FCCs completed as of April 30th. I know that I DO NOT have mine, neither does my client....so that tells me that something is very wrong with this "system"...

 

 

Nope! Not true!  We have not got ours. Just spent almost 2 hours talking to 3 different people and NOT ONE could view my account and that I had applied for the FCC! NOT ONE!

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12 minutes ago, billco said:

I suppose with 28 Princess cruises I would  be considered a strong supporter, but I’m far from turning to a detractor due to these  return policies. I don’t know anything about business but I think it would be hard to immediately refund on the scale that has now been requested. Of course, I am in a position that if I have enough to book a cruise I feel i can wait to get it back. Others aren’t so lucky. I’m not going to give Princess any more money, but as my cruises get cancelled I’ll apply the FCCs to the next available cruise until I actually go on one.

I share the same feelings. I will definitely sail Princess again, simply because I love their product. However, I will no longer book early and pay over time. I will wait until last minute and be sure the cruise will sail. I have had 2 cruises cancelled by Princess, and 1 by Carnival - all of which were paid in full. My NCL and RCI cancellations were only deposits so not as concerned. I do have a full suite booked for March with Princess and I pay off $300 a month so have already given them a substantial amout toward the booking - I'm going to stop doing that and hopefully apply my FCCs (if I ever get them) instead....

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8 minutes ago, suzyed said:

Nope! Not true!  We have not got ours. Just spent almost 2 hours talking to 3 different people and NOT ONE could view my account and that I had applied for the FCC! NOT ONE!

I hear you - I finally got a GREAT rep last week that was on the phone with me and customer relations for over an hour. My March 14th booking hadn't even been tagged for processing. Hopefully it is sorted now, but I was told the timeline starts from then since that was when it was "processed" (not the date it cancelled/sailed/option request received). UGH. Prior to this, not one person could give me an answer...

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40 minutes ago, suzyed said:

Holly, why are you requesting FCC AND a refund? How does that work?

We’re still waiting on our Option #1, correction and credits..

 

Susan, Exactly what Ceilidh1 said just below you.  We had choices stated in the letter we received March 19th.  We also had a choice of all FCC with an additional 25% bonus which I did NOT choose.  The cruise was expensive so it is a lot of money.

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16 minutes ago, suzyed said:

Nope! Not true!  We have not got ours. Just spent almost 2 hours talking to 3 different people and NOT ONE could view my account and that I had applied for the FCC! NOT ONE!

Either intent or incompetence (or intent hiding behind incompetence) take your pick.

 

A competent organization, intending to process refunds as fast as it could, no matter what the work load, would not appear like this to its customers.

Edited by npcl
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Hi fellow refund-waiters,

 

I put in a dispute with my CC company about three weeks ago. The day after I made the request, a provisional refund was put in the account. On Monday, I called to get a status update and found out that the dispute was approved and the money was mine. Now I am short about $500 and still working on that, but disputing the charges and providing a bit of evidence does work. 

 

A second thing... I have been in IT for 28 years, most of it in risk and controls and Business Continuity. I work to make sure our business can function in case of a disaster. We make sure we have manual work-arounds and an effective communication program. In this case, if Princess is truly having this many problems this far into the disaster, it makes me doubt their preparedness for other disasters that they may face in the future. 
 

just one man’s opinion

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1 hour ago, ceilidh1 said:

Just an FYI....today's Princess webinar stated that ALL cruises cancelled during the first pause have had FCCs completed as of April 30th. I know that I DO NOT have mine, neither does my client....so that tells me that something is very wrong with this "system"...

 

 

 

Or someone is lying to you.  Or something is very wrong with the people managing the "system".  Bottom line, refunds should not take this long if they are working with paper and pencil.

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FYI - I just got off the phone with Danielle from Customer Relations and she stated that the FCC's were completed for the first pause of sailings that PRINCESS CANCELLED.  She said now the REFUNDS need to be processed for those sailings and THEN they will go back to March 12 and begin the FCC/refunds for customers that cancelled their cruise before Princess did.  She also told me that she does not have a time frame for how long that will take.  I cancelled on March 11, one day before Princess cancelled my March 21 sailing!  I guess those with sailings after May 12 will probably see their refunds next year IMO! 

Good luck to us all...

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5 minutes ago, Worldpeek said:

FYI - I just got off the phone with Danielle from Customer Relations and she stated that the FCC's were completed for the first pause of sailings that PRINCESS CANCELLED.  She said now the REFUNDS need to be processed for those sailings and THEN they will go back to March 12 and begin the FCC/refunds for customers that cancelled their cruise before Princess did.  She also told me that she does not have a time frame for how long that will take.  I cancelled on March 11, one day before Princess cancelled my March 21 sailing!  I guess those with sailings after May 12 will probably see their refunds next year IMO! 

Good luck to us all...

Well

THAT is not right 

I do not have my FCC

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8 minutes ago, Worldpeek said:

FYI - I just got off the phone with Danielle from Customer Relations and she stated that the FCC's were completed for the first pause of sailings that PRINCESS CANCELLED.  She said now the REFUNDS need to be processed for those sailings and THEN they will go back to March 12 and begin the FCC/refunds for customers that cancelled their cruise before Princess did.  She also told me that she does not have a time frame for how long that will take.  I cancelled on March 11, one day before Princess cancelled my March 21 sailing!  I guess those with sailings after May 12 will probably see their refunds next year IMO! 

Good luck to us all...

That ties in with what I was told last week. I cancelled my March 14th cruise on March 10th, two days before Princess. I've seen nothing in way of FCCs or refund and no one was able to even give me an answer. Last week, I finally got a rep who was able to work through it and told me 60 days from that point....

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11 minutes ago, remydiva said:

Well

THAT is not right 

I do not have my FCC

Nor is Danielle right about my situation. I cancelled March 6 th for a cruise March 7 th. Got my refund to credit card and my FCC by the end of March. 

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For those of you folks who have yet to dispute your charges, your options are very simple:

 

1) You can continue to exercise "patience" and "trust" in an organization that has gone out of it's way to repeatedly lie to you, changed their policy mulitple times, gave varying and outright contradictory information depending on the day you called or whether you spoke with "Danielle" or "Rachel".  God help those that might have spoken with "Bob" or "Susie" cause they've just got transferred from accounting last week (because all of their accountants have too much time on their hands doing nothing).

 

OR

 

2) You can join the group that PT Barnum wasn't talking about and CALL YOUR CREDIT CARD COMPANIES and HELP YOURSELVES!!!

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Does Princess not realize they had passengers on board ships before mid-March that they put off in foreign ports when the pause happened.  What about us?  They owe me quite a lot and I am not a lending institution.  We seem to be put aside in favor of scheduled cruises that did not happen.  So are we at the end of the line after they cancel all cruises for the next year?  It will be interesting to see if we get anywhere with this huge new wave of cancellation upon them. 

 

Feeling forgotten.  (I know I am not alone)

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1 minute ago, hpeabody said:

Does Princess not realize they had passengers on board ships before mid-March that they put off in foreign ports when the pause happened.  What about us?  They owe me quite a lot and I am not a lending institution.  We seem to be put aside in favor of scheduled cruises that did not happen.  So are we at the end of the line after they cancel all cruises for the next year?  It will be interesting to see if we get anywhere with this huge new wave of cancellation upon them. 

 

Feeling forgotten.  (I know I am not alone)

 

I feel the worst for you.  They should definitely have put you folks in queue first.  Unfortunately, according to "Danielle", you've been put on the back burner.

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4 hours ago, CarelessAndConfused said:


It’s pathetic that those cowardly incompetent “executives” are obviously asking their lowly paid CSRs to systematically lie to their customers.

Such a shame.

 

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1 hour ago, CarelessAndConfused said:

For those of you folks who have yet to dispute your charges, your options are very simple:

 

1) You can continue to exercise "patience" and "trust" in an organization that has gone out of it's way to repeatedly lie to you, changed their policy mulitple times, gave varying and outright contradictory information depending on the day you called or whether you spoke with "Danielle" or "Rachel".  God help those that might have spoken with "Bob" or "Susie" cause they've just got transferred from accounting last week (because all of their accountants have too much time on their hands doing nothing).

 

OR

 

2) You can join the group that PT Barnum wasn't talking about and CALL YOUR CREDIT CARD COMPANIES and HELP YOURSELVES!!!

I asked my credit card company about this back in the beginning - I wasn't planing on disputing but just wanted to know my options. At that time, they told me the time limit to file was 60 days. I assumed that meant 60 days from the transaction, so was already past that point. Now others are saying it may be from sailing date - I plan on calling back tomorrow to clarify as the 60 days from sailing date for me is on May 13th.

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12 minutes ago, ceilidh1 said:

I asked my credit card company about this back in the beginning - I wasn't planing on disputing but just wanted to know my options. At that time, they told me the time limit to file was 60 days. I assumed that meant 60 days from the transaction, so was already past that point. Now others are saying it may be from sailing date - I plan on calling back tomorrow to clarify as the 60 days from sailing date for me is on May 13th.

 

First off, in your case, I thought maybe you might be dealing with other issues being a TA and all.  However, the 60 days is BS and pretty much always has been.  Yes there are financial institutions that may draw a soft line there and maybe an occasional hard line.  But I'm aware of much older chargebacks with BofA, Chase, Citi, Amex, Capital One so it must just be the kind of rogue information that the credit card companies want to disseminate as most of us have heard that as a general rule (though it doesn't really appear to be).

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12 hours ago, suzyed said:

Nope! Not true!  We have not got ours. Just spent almost 2 hours talking to 3 different people and NOT ONE could view my account and that I had applied for the FCC! NOT ONE!

We are like you...…

 

We have been waiting since mid-March to get our chosen Option 1 Future Cruise Credits (instead of refunds) promised by Princess for our mid-voyage cancellation. It has now been almost 60 days since we got kicked off the Crown, and about 65 days or so since we were told that our voyage had been shorted. In addition to the FCCs owed relating to our cruise fare, they owe us $750 of unused On Board Credit and $500 for a balcony upgrade that we paid for while on board for the final 10 days of the cruise which we never got to use. We bought that balcony upgrade as an "insurance policy" in case the ship was put in quarantine.

 

Any suggestion that March Option 1 clients have been taken care of is clearly false.....

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I just checked the balance in my Princess Visa Card this morning and I received the refund for the two cabins and the two tours that we booked on the Sky Princess cruise for us and the grand kids on April 4th that Princess cancelled.

Thank you Princess and hopefully we will all be able to cruise again in the not too distant future. We also received the travel insurance premium from Allianz that we took out for the grand kids about a month ago.

We also previously received the Future Cruise Credits from Princess about a month ago. We chose Option 2

Howard

Edited by hm9912
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2 minutes ago, hm9912 said:

I just checked the balance in my Princess Visa Card this morning and I received the refund for the two cabins and the two tours that we booked on the Sky Princess cruise for us and the grand kids on April 4th that Princess cancelled.

Thank you Princess and hopefully we will all be able to cruise again in the not too distant future. We also received the travel insurance premium from Allianz that we took out for the grand kids about a month ago.

We also previously received the Future Cruise Credits from Princess about a month ago. We chose Option 2

Howard

So happy for you!

Thanks for posting. Gives others some hope. 

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48 minutes ago, hm9912 said:

I just checked the balance in my Princess Visa Card this morning and I received the refund for the two cabins and the two tours that we booked on the Sky Princess cruise for us and the grand kids on April 4th that Princess cancelled.

Thank you Princess and hopefully we will all be able to cruise again in the not too distant future. We also received the travel insurance premium from Allianz that we took out for the grand kids about a month ago.

We also previously received the Future Cruise Credits from Princess about a month ago. We chose Option 2

Howard

Happy that someone has gotten something!  However, this also proves that Princess is NOT processing refunds in the order of the cancelled cruises.  Our cruise was March 22, cancelled by Princess on March 12.  We got the email a week ago that they were still working on our refunds (we had two cabins).  After reading the note above, I just checked our cc, and nope, no indication that our refunds have been processed, i.e., no pending transactions.  Curious if Princess is refunding those who have credit cards affiliated with them first . . . would not surprise me.  

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12 hours ago, CarelessAndConfused said:

 

Or someone is lying to you.  Or something is very wrong with the people managing the "system".  Bottom line, refunds should not take this long if they are working with paper and pencil.

100% agree with you.  As a business woman whose worked in many areas of business accounting.  This is BAD business at it's worst.  

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12 hours ago, hpeabody said:

Does Princess not realize they had passengers on board ships before mid-March that they put off in foreign ports when the pause happened.  What about us?  They owe me quite a lot and I am not a lending institution.  We seem to be put aside in favor of scheduled cruises that did not happen.  So are we at the end of the line after they cancel all cruises for the next year?  It will be interesting to see if we get anywhere with this huge new wave of cancellation upon them. 

 

Feeling forgotten.  (I know I am not alone)

Holly:

When you make a purchase on a credit card you have certain rights and protections on its terms of use. If you do not fully receive the items or services that you paid for it is up to you to contact your credit card customer service and initiate a complaint and follow up in writing asking for a refund. I initially wished we could have been on that cruise with you and joined you again at the chef's table but the DW did not want to be away from our grandkids for so long. Now we are unable to go near them except from across the street. Contact your credit card company and file a dispute for the money you paid for that cruise. Hopefully you'll get some sort of partial refund from them and from Princess?

Howard

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18 minutes ago, jat1977 said:

Happy that someone has gotten something!  However, this also proves that Princess is NOT processing refunds in the order of the cancelled cruises.  Our cruise was March 22, cancelled by Princess on March 12.  We got the email a week ago that they were still working on our refunds (we had two cabins).  After reading the note above, I just checked our cc, and nope, no indication that our refunds have been processed, i.e., no pending transactions.  Curious if Princess is refunding those who have credit cards affiliated with them first . . . would not surprise me.  

You need to file a dispute with your credit card company. Don't wait and expect Princess to just automatically issue a credit card refund. Princess will only give you a future cruise credit

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