Regal notification -- seriously?

[mina]

I have had the regal Europe 4/30/22 cruise booked forever through a casino comp.  My full upgrade to a balcony, princess plus, and airfare has been paid in full forever as well.  So, today I get an email that due to Regal drydock changes, my cruise has been move to a 4/16 start.  WHAT?  Just a statement that they will rebook my ezair flights for me.  Uhm, no -- give me an option to accept or cancel.  The wording in the letter was so direct and matter of fact -- I WILL be moved to the new cruise on Nov 11.   I was so disappointed in the wording of this letter.  Give me an option to cancel or accept or move to a different sailing.   Do NOT tell me I am moving to a date two weeks earlier and, essentially, I will like it.   So, called immediately and got my full 7K plus refunded.   I understand that things happen.  At the same time, I am so disappointed in the level of customer service and responsiveness as evidenced by the wording of this email.  So, Princess, you lost.  I just added another week to my Celebrity Europe Cruise in Sept. and will not be rescheduling with Princess to Europe.  

Edited November 2, 2021 by mina

[azbirdmom]

It's odd that they would give you no options other than that cruise when they have published the usual A, B, and C options on the website.  I hope what they sent you was a mistake and that they haven't decided to limit what they will do for those with "free" casino cruises.  https://www.princess.com/downloads/pdf/plan/impacted-and-cancelled-cruises/cancelled-select-cruises-regal-departing-april-30-2022.pdf

[PoolSlider]

It is disappointing. We are on the May 7th sailing. Wondering what level of dry dock/maintenance this is and will it push us back too. Sigh. 

 

[Renophi]

We are pretty disappointed as well as we were also on the April 30th sailing, which we booked March 12th. Not sure why a drydock is required as it has been such a short time since the return to sailing, but I guess they know more than I do. We didn't receive any letter from Princess, just a note on a new confirmation showing the sailing is cancelled and link to the official web page. 

 

We were given the options as described in the link that asbirdmom posted and our booking will default to the May 21st sailing unless we choose one of the other options before the deadline. Honestly we aren't sure what we will do yet. 

 

My two biggest concerns are the fact that we booked early to get the exact room we wanted and now we would only receive the same category (BF) which could be a downgrade in our opinion, especially if they change decks on us. Also, the current EZ Air quote for air is at least $200 per person more. Not a huge deal but still a $400 poke in the eye.

 

We also booked and paid for $3,000 in excursions so hopefully if we do re-book those will all be available. I sure don't like the hassle of re-booking those.

 

Having 4 cruises cancelled in the last 18 months was frustrating but I understand it was not under their control. This one has me a bit more bothered. At least we are spending this Christmas on the Sky this year (hopefully). 🙏

Edited November 2, 2021 by Renophi

[Coral]

I was booked on the 4/16 but cancelled a few months ago. I think that sailing is probably pretty booked now.

 

I agree - they should have suggested you call and have options.

[nini]

The Ruby was just in dry dock in Portland, Oregon.

[Guest Snaxmuppet]

I have found the level of communication from Princess to be appalling. The communication of the covid protocol details is confusing and even not implemented on board. I think once they have your money then they are very reluctant to give it back so don't expect any offer to cancel or refund... you will likely have to ask, or even fight, for it in my experience.

[Esprit]

45 minutes ago, Snaxmuppet said:

I have found the level of communication from Princess to be appalling. The communication of the covid protocol details is confusing and even not implemented on board. I think once they have your money then they are very reluctant to give it back so don't expect any offer to cancel or refund... you will likely have to ask, or even fight, for it in my experience.

Well, my experience is the opposite to yours. Last May my Enchanted Princess cruise was cancelled the day after I made full payment. Transferring to a new booking aboard Regal was made very easy with their assistance together with all the accumulated goodwill OBC and shareholders OBC. Treating them as fellow human beings may have made the difference!  

[LACruiser88]

 

 

Due to a change in the location and date of Regal Princess' scheduled maintenance in Spring 2022, the following cruises will be cancelled.

 

• Mediterranean with Greek Isles, France & Turkey 14-day cruise departing on April 30, 2022

 

• The Best of the Mediterranean 21-day cruise departing April 30, 2022

 

Guests booked on the cruises listed above will have three options: Option 1: Princess will offer to move guests to an equivalent cruise (see replacement voyage list with default cruise). The rebooking offer will have the added benefit of protecting the guests’ current fares, incentives and promotions on their recommended replacement cruise in the event the new cruise fare is higher. Your new booking will be in the equivalent category, subject to availability. This is the default offer.

 

Option 2: Future Cruise Credit. Sail with us again by accepting a Future Cruise Credit (FCC) of 100% value of cruise fare paid as a refundable FCC. This gives our team a chance to shine at a later date by using the Future Cruise Credit on any voyage booked by and sailing by December 31, 2022. Money paid to Princess in excess of the cruise fare for Princess Vacation Protection, taxes, fees and port expenses, EZair or hotel packages will be refunded, as will any prepaid shore excursions and/or special service items.

 

Option 3: Refund of all monies paid. Money will be refunded to the original method of payment.

[Steelers36]

I feel like a creeping cruise disruption might catch up to us.  REGAL keeps having changes and disruptions in Europe in spring and summer 2022.  We are on her for B2B2B in OCT.  Can they keep it together by then.  Fingers crossed and feel bad for people who have plans made and perhaps even airfare by now (I will be booking our flight TO Italy in a day or two).  PITA for sure folks.

[LACruiser88]

13 minutes ago, Steelers36 said:

I feel like a creeping cruise disruption might catch up to us.  REGAL keeps having changes and disruptions in Europe in spring and summer 2022.  We are on her for B2B2B in OCT.  Can they keep it together by then.  Fingers crossed and feel bad for people who have plans made and perhaps even airfare by now (I will be booking our flight TO Italy in a day or two).  PITA for sure folks.

We board the Regal on Oct 26th for 37 days and sure hope it is all sailing smoothly by then!

[mina]

20 hours ago, azbirdmom said:

It's odd that they would give you no options other than that cruise when they have published the usual A, B, and C options on the website.  I hope what they sent you was a mistake and that they haven't decided to limit what they will do for those with "free" casino cruises.  https://www.princess.com/downloads/pdf/plan/impacted-and-cancelled-cruises/cancelled-select-cruises-regal-departing-april-30-2022.pdf

I think I did not get this option email as I only had the 7 day cruise booked - that option is not showing in the options list.  When I called the casino to cancel they were not aware of the change at all.  As such, I do not think it was them treating casino offerings differently.   

Edited November 3, 2021 by mina

[Renophi]

Just an update to our situation in case it is helpful to anyone who had this disruption.

 

I was contacted Wednesday by a wonderful Princes PVP who wanted to assist with re-booking this cruise. I have never used a Princess PVP in the past but I had already researched most of the dates to see what cabins were available and on the May 21 sailing they had one cabin left that was almost an exact replacement for our preferred cabin (same cabin on opposite side of the ship). She was able to re-book us in this cabin and mark it "no upgrade." Within minutes I received a new confirmation with the cabin, not category, confirmed. The new sailing was $179pp more than what we had paid but our original price will be honored.

 

She also told me that our excursions and EZAir (at the same rate) would transfer over once the staff can catch up to the overwhelming demand. I hope she is correct and I will be keeping an eye on it.

 

Overall this was still not the best experience but stuff happens and I feel that Princess recovered nicely,  I am happy with the way this situation was dealt with, and Princess remains my go-to. I hope everyone else experiences the same.