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Refund Status for canceled cruises: Retitled after merges


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2 hours ago, suzyed said:

Nooo! We use our Princess visa too and there is no front of the line for us. 
They have barely acknowledged our dispute for a portion of the charges Princess submitted.

 

He did NOT get the refund from Princess as he initially worded -  he later posted the answer on someone's question about "technically it is the result from a credit card dispute".

 

I cannot believe the initial post would be so misleading when everyone is trying to figure out if there are ANY cash refund is processed for the massive suspension started on Mar 12.   His post sounded like it was...  especially he thanked  Princess...

 

On top of that, I dont know what is the purpose of the long post about being nice to the call center workers so to get a good result.  The principles are sound as I myself practice that all the time, even incl chitchat with the Philippines based reps of their home town(s) - BUT the problem is, his refund WAS NOT ISSUED by Princess in the ordinary way of process refund, but a DIRECT RESULT OF A CREDIT CARD DISPUTE.

 

While I appreciate another positive data point on CC dispute results I am quite disappointed by the initial misleading data point.

 

I am in a unique situation that I could not filed a CC dispute with reasons long posted ago.  Had I paid the cruise with my CC, I would have filed right after 30 days passed as that was the time frame given by Princess on the first suspension.   Princess is very stupid in handling this situation - they could do a better job in communication, as to sending out periodic emails on the progress, letting their CSRs know where your refunds stand as in the long queue,  anything that is slightly more transparent then all the mumble jumble "thank you for being Elites" blah blah blah.

 

Being a business person with financial and accounting background, I fully understand where Princess is coming from, and understand their need to preserve cash - but their PR is a disaster in this crisis time - they are essentially ALIENATE their most loyal customers in handling this crisis.  I feel truly bad for those of you having Tens of Thousands of $ tied up, essentially an interest free loan bankrolling CCL / Princess...  None of the airlines which have flights touch US soil could refuse refund because DOT (Department of Transportation)  has issued reinforcement notice when airlines tried to pull a no refund, only voucher stint, even though their vouchers are issued rather timely, unlike Princess on the FCC... 

 

For those of you who have airlines canceled on you, if your flights touch US soil, call your airlines to ask for 100% refund, even if you have been issued voucher - unless you want the voucher - mentioned DOT's ruling - this works 100% of time to get your money back.

 

May be we need a government regulation body on cruise lines that operate their ships in US water, so the passengers rights are protected.

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3 hours ago, voljeep said:

IF you file the CC dispute - do you give up all rights to any FCC and bonus FCC that may have been involved ?

No, I won my dispute and still have my FCC. 

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2 hours ago, dog said:

Do you think? Or do you know?

 

Charge back carries Penalty to the merchant.  This deters merchant (or crooks) to fraudulently charge cardholders for goods not the same as purchases, or services not delivered as promised.   The charge backs also have been used by crooks on the other end (initiate charge backs), and there are specialized companies provide services for merchants to fight the chargeback.

 

You can google to learn more if you are so inclined.

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30 minutes ago, nho9504 said:

 

Alright.  When I first read it I thought it was a Princess refund. because of your wording of Thank You Princess.   That by itself led me to interpret it that Princess has processed the refund, even though I do NOT see any reason to thank Princess when it merely returned you your own money, with much delay too.

 

Now you clarified it - it is NOT a true, voluntarily refund as we all are patiently waiting.  Rather it is a result of a dispute to your card issuer and the resolution is in your favor.   Princess simply chose not to Contest the dispute because it has NO GROUND to do so.

 

Completely different things. 

 

Glad someone has thought to ask and you finally clarified.  Otherwise many of us would be misled to have false hope.

Many are making the same mistake in thinking that Princess is going to magically refund their cruise fare that was paid via credit card. The CC company will ask you if you have contacted the merchant. You should at least make a phone call or on line contact to Princess so when you request the charge back refund with the CC company you can answer yes you have contacted the merchant and you would like a refund for a cruise that was paid for 75 days in advance of sailing that was subsequently cancelled. As I mentioned in an earlier post this morning I not only received all of my credit card charges on my Princess Visa card but had previously received the option 2 FCC in my Princess Personalizer.

I should also mention that when I initially contacted Princess Visa the customer service rep initiated two case numbers that were emailed to me for reference. Hope this helps.

Good luck to all still waiting and to those that are angry, just calm down, take a deep breath and be pleasant when contacting a call center.

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1 hour ago, CarelessAndConfused said:

hm9912, why did you feel the need to "thank" Princess in your first post declaring a "refund"? 

 

I don't at all see what there is to thank them for. 

I thank Princess Cruises for the great times I have had on their cruises the past 16 years. I don’t think “thank” is the word I would use now. More like “respect” “appreciate” “understanding” for what the company has been dealing with the past few months. I still believe that the company that has served me so well all these years will survive this pandemic and provide an even better product down the road. I also believe everyone will get what’s coming to them.

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3 minutes ago, billco said:

I thank Princess Cruises for the great times I have had on their cruises the past 16 years. I don’t think “thank” is the word I would use now. More like “respect” “appreciate” “understanding” for what the company has been dealing with the past few months. I still believe that the company that has served me so well all these years will survive this pandemic and provide an even better product down the road. I also believe everyone will get what’s coming to them.

I like your optimism.

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51 minutes ago, billco said:

I thank Princess Cruises for the great times I have had on their cruises the past 16 years. I don’t think “thank” is the word I would use now. More like “respect” “appreciate” “understanding” for what the company has been dealing with the past few months. I still believe that the company that has served me so well all these years will survive this pandemic and provide an even better product down the road. I also believe everyone will get what’s coming to them.

 

I respect that and understand that you have a long standing relationship with a lot of fond memories and it's not so easy to detach yourself from all of that.  I would probably feel much the same way if I wasn't a one-time cruiser.  But at the end of the day, actions speak loudly.  And it's not at all a function of not getting my money back, but the complete circus show that I have seen emanating from that organization these past few months.

 

Having said all that, that really has nothing to do with what I was asking hm9912.  They posted a few pages back that they got a refund and seemed to sincerely and enthusiastically thank Princess.  However, upon questioning, it appears that they in fact disputed the charges through their credit card company and got the money back that way.  So I'm totally confused as to what in the world there is to thank Princess for in that specific case.

 

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23 minutes ago, CarelessAndConfused said:

 

I respect that and understand that you have a long standing relationship with a lot of fond memories and it's not so easy to detach yourself from all of that.  I would probably feel much the same way if I wasn't a one-time cruiser.  But at the end of the day, actions speak loudly.  And it's not at all a function of not getting my money back, but the complete circus show that I have seen emanating from that organization these past few months.

 

Having said all that, that really has nothing to do with what I was asking hm9912.  They posted a few pages back that they got a refund and seemed to sincerely and enthusiastically thank Princess.  However, upon questioning, it appears that they in fact disputed the charges through their credit card company and got the money back that way.  So I'm totally confused as to what in the world there is to thank Princess for in that specific case.

 

agree that getting your money back by disputing through your credit card be it Princess visa or Chase or RBC is NOT the same as Princess refunding your monies. I shall wait...and wait and wait....not a one time cruiser...a 20 time cruiser...150 days under my belt...call me Pollyanna but gosh, I gotta hope that Princess will come through. 

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I just don't understand how you can send all these reps back home to work out these issues on their own and "manually" figure our who gets what. They are not trained or equipted to handle an unpresedented event such as this. When we call them and ask a question that they don't know the answer to, who can they turn to for an answer?  They have to put us on hold and then try to get "someone who knows how to handle your issue".  This scenerio is not fair to the reps and not fair to us as customers and stockholders. 
Why couldn't Princess come up with a computer "fix" or algorithm to deal with the FCC and refund issues?  I believe they are stalling until they figure out where all funds/money is coming from to reimburse us.  So then why can't they issue the FCCs first....it costs them nothing at this point to do so (we are going on 60 days since our Option #1 request)? Maybe by that point they will get funds to help bail them out and start issuing refunds.  Right now they have every one PO'd.

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6 hours ago, WNcruiser said:

Absolutely incorrect. I disputed my cruise fare, got my money back (Approved by Princess) and have my FCC. 

 

You are only losing time and money by not filing a dispute. 

 

That must be nice....we don't have our FCCs.

 

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10 minutes ago, suzyed said:

So then why can't they issue the FCCs first....it costs them nothing at this point to do so (we are going on 60 days since our Option #1 request)?

 

This is exactly what I'm talking about. That is not acceptable! And there are so many of these different little and big things (your's is big), that they've done and continue to do.  Even to the point of being shady and going back and changing their website public notices.  It's one thing to update with a new notice but not cool at all to retroactively try to hide your mistakes.  Emails with typos, little regard for protecting their CSRs, thousands of crew members lingering on the water not taken home, saying they're refunding by first come on the form response (which is a totally asinine methodology) and then saying that it is by sail date.  I mean I could go on and on but I'm just so exhausted by their continual underwhelming performance at every instance.

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4 minutes ago, CarelessAndConfused said:

 

 thousands of crew members lingering on the water not taken home, 

I have to speak up about this point...I have a number of friends who are crew members and still at sea right now. All of them say that Princess has treated them excellently - put them in their own balcony cabins, they eat in the dining room, have entertainment, bars are open, etc. Princess is trying very hard to get them home - they are still stuck on ships because no ports are letting them disembark. A good friend is on Emerald right now trying to get home to Canada. Princess had a charter flight set to take them from Nassau and a bus waiting at the dock to take them from the ship to the plane. No one on the ship is sick. They have been at seas for months. They were denied docking and not allowed to disembark by Bahamian authorities. Media would have you believe that the cruiselines are keeping them on the ships as they don't want to pay to get them home. This could not be further from the truth - it's costing far more to keep them at sea than to get them home. A ship can not dock without permission from port authorities and local government.

 

Your other points were definitely spot on!

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12 minutes ago, ceilidh1 said:

I have to speak up about this point...I have a number of friends who are crew members and still at sea right now. All of them say that Princess has treated them excellently - put them in their own balcony cabins, they eat in the dining room, have entertainment, bars are open, etc. Princess is trying very hard to get them home - they are still stuck on ships because no ports are letting them disembark. A good friend is on Emerald right now trying to get home to Canada. Princess had a charter flight set to take them from Nassau and a bus waiting at the dock to take them from the ship to the plane. No one on the ship is sick. They have been at seas for months. They were denied docking and not allowed to disembark by Bahamian authorities. Media would have you believe that the cruiselines are keeping them on the ships as they don't want to pay to get them home. This could not be further from the truth - it's costing far more to keep them at sea than to get them home. A ship can not dock without permission from port authorities and local government.

 

Your other points were definitely spot on!

 

Fair enough.  I had heard and read many reports to the effect of what you were describing in the media and perhaps am overstating things as I can't know what they feel.  Still, I gotta believe, a good portion just want to get home as soon as possible in any way they can.  But it is a more difficult logistical issue then just corporate press releases and accounting matters that's for sure.

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8 minutes ago, CarelessAndConfused said:

 

Fair enough.  I had heard and read many reports to the effect of what you were describing in the media and perhaps am overstating things as I can't know what they feel.  Still, I gotta believe, a good portion just want to get home as soon as possible in any way they can.  But it is a more difficult logistical issue then just corporate press releases and accounting matters that's for sure.

For sure - they ALL want to get home. Some have been on almost a year as they were nearing the end of contracts when this hit. I really feel for them and their families. 

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38 minutes ago, ceilidh1 said:

I have to speak up about this point...I have a number of friends who are crew members and still at sea right now. All of them say that Princess has treated them excellently - put them in their own balcony cabins, they eat in the dining room, have entertainment, bars are open, etc. Princess is trying very hard to get them home - they are still stuck on ships because no ports are letting them disembark. A good friend is on Emerald right now trying to get home to Canada. Princess had a charter flight set to take them from Nassau and a bus waiting at the dock to take them from the ship to the plane. No one on the ship is sick. They have been at seas for months. They were denied docking and not allowed to disembark by Bahamian authorities. Media would have you believe that the cruiselines are keeping them on the ships as they don't want to pay to get them home. This could not be further from the truth - it's costing far more to keep them at sea than to get them home. A ship can not dock without permission from port authorities and local government.

 

Your other points were definitely spot on!

3 ships coming into Oakland California USA and will be berthed here until they sail again. I know 1 is NCL but don't know what the other 2 are. Hopefully they can fly out from Oakland Airport 

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So sad to hear about crew stuck on the ships.   They deserve to be home during this difficult time and I hope that happens soon for all of them.

 

 We are among the many who selected option 2 at March 12 pause (for a cruise on April 12).  We filed a dispute with Visa today.   Had to wait 1 hour to get through (the dispute centre is very busy these days) but then it was very easy to do and was completed all over the phone.   We had hoped that we would not need to go this route but we are too close to the 60 day mark so felt we had to take action.  It’s a great relief knowing we have now greatly improved the odds of getting our money.

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1 hour ago, Carnevale said:

So sad to hear about crew stuck on the ships.   They deserve to be home during this difficult time and I hope that happens soon for all of them.

 

 We are among the many who selected option 2 at March 12 pause (for a cruise on April 12).  We filed a dispute with Visa today.   Had to wait 1 hour to get through (the dispute centre is very busy these days) but then it was very easy to do and was completed all over the phone.   We had hoped that we would not need to go this route but we are too close to the 60 day mark so felt we had to take action.  It’s a great relief knowing we have now greatly improved the odds of getting our money.

All the best to you. Let us know when all settled. 

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12 hours ago, nho9504 said:

 

He did NOT get the refund from Princess as he initially worded -  he later posted the answer on someone's question about "technically it is the result from a credit card dispute".

 

I cannot believe the initial post would be so misleading when everyone is trying to figure out if there are ANY cash refund is processed for the massive suspension started on Mar 12.   His post sounded like it was...  especially he thanked  Princess...

 

On top of that, I dont know what is the purpose of the long post about being nice to the call center workers so to get a good result.  The principles are sound as I myself practice that all the time, even incl chitchat with the Philippines based reps of their home town(s) - BUT the problem is, his refund WAS NOT ISSUED by Princess in the ordinary way of process refund, but a DIRECT RESULT OF A CREDIT CARD DISPUTE.

 

While I appreciate another positive data point on CC dispute results I am quite disappointed by the initial misleading data point.

 

I am in a unique situation that I could not filed a CC dispute with reasons long posted ago.  Had I paid the cruise with my CC, I would have filed right after 30 days passed as that was the time frame given by Princess on the first suspension.   Princess is very stupid in handling this situation - they could do a better job in communication, as to sending out periodic emails on the progress, letting their CSRs know where your refunds stand as in the long queue,  anything that is slightly more transparent then all the mumble jumble "thank you for being Elites" blah blah blah.

 

Being a business person with financial and accounting background, I fully understand where Princess is coming from, and understand their need to preserve cash - but their PR is a disaster in this crisis time - they are essentially ALIENATE their most loyal customers in handling this crisis.  I feel truly bad for those of you having Tens of Thousands of $ tied up, essentially an interest free loan bankrolling CCL / Princess...  None of the airlines which have flights touch US soil could refuse refund because DOT (Department of Transportation)  has issued reinforcement notice when airlines tried to pull a no refund, only voucher stint, even though their vouchers are issued rather timely, unlike Princess on the FCC... 

 

For those of you who have airlines canceled on you, if your flights touch US soil, call your airlines to ask for 100% refund, even if you have been issued voucher - unless you want the voucher - mentioned DOT's ruling - this works 100% of time to get your money back.

 

May be we need a government regulation body on cruise lines that operate their ships in US water, so the passengers rights are protected.

Since you claim to be a person with a business , financial, and accounting background why did you not pay for your cruise with a credit card.

You especially with your background should be aware of the credit card fine print that provides consumers with protections that are not available with those that pay using a debit card, check, cash, bitcoin, paypal, etc

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4 minutes ago, hm9912 said:

Since you claim to be a person with a business , financial, and accounting background why did you not pay for your cruise with a credit card.

You especially with your background should be aware of the credit card fine print that provides consumers with protections that are not available with those that pay using a debit card, check, cash, bitcoin, paypal, etc

Yes, I agree. 
all the best to those still waiting for FCC & cash ( credit card) refunds. 
March 12 to May 12 th—- almost 2 months now. 

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11 hours ago, CarelessAndConfused said:

hm9912, why did you feel the need to "thank" Princess in your first post declaring a "refund"? 

 

I don't at all see what there is to thank them for. 

I thanked Princess because when we first contacted Princess shortly after our April 4th cruise on the Sky Princess was cancelled, the rep that took our call asked for our booking numbers and was extremely pleasant, helpful, and working from home.

I'm sorry that my thanking Princess caused so much confusion which indicated to me that many do not understand how the system works?

I tried to make it clear in my original post yesterday morning shortly after seeing the money refunded in my Princess Visa account on how to get the ball rolling for those that are just sitting at home thinking that the money that they paid for a cancelled cruise is just magically going to be refunded to them by Princess.

Maybe it will eventually but most credit card terms of use give one a 60 day window to initiate a dispute.

Sorry if my post was not clear.

I always thank all call center reps no matter what company I'm calling as I am well aware of the stress and low pay conditions that they work under. Every call is monitored, timed, and every keystroke is closely monitored. They need permission just to go to the bathroom.

It is a tough job and they should be appreciated for the job that they do.

For those that are angry their anger should be directed at our inept federal government that bears much of the responsibility for the mess our entire country is currently in.

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17 hours ago, remydiva said:

Devils advocate here .. 60 calendar days or 60 business days? Most billing caveats use the phrase ‘5 to 7 business days’. Princess did not.

If business days , then add another 3 weeks or so to ‘60 day mark’ ( Plus stat holidays like Easter and May long weekend)

Do they count cruises by "business days"? 

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Princess has lost my respect!  Princess is holding our money and they have made so many BS statements about returning our refunds.  Princess just can no longer be trusted to do the right thing.   Nothing will change until Princess starts living up to their word again.  Princess needs to return all money collected from cancelled cruises, this is ridiculous.   The only thing we want from Princess at this point, is a return of our money.  Good luck everyone!

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Do you think anyone at Princess is monitoring the forums these days?  Surely they must be getting nervous to see all the folks - many Princess loyalists - who are appalled at the way this refund process is going, or should I say not going.

 

It makes no sense to me that they are dragging their feet and not providing ANY refunds to speak of.  They are in danger of losing their most valuable customers.

 

The only thing I can think of is that they do not care because they do not intend to resume sailing.

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