Princess let me down badly

[Megabear2]

This is the story of my experience with Princess on Saturday 9 July.  It is tale of woe, misinformation and confusion.

 

I have been on Regal Princess with my 83 year old aunt sailing Barcelona to Rome. It has been a pleasant experience but unfortunately at 4.00am Italian time Saturday it came crashing down spectacularly.

 

My aunt rang me to say she was having trouble breathing. On arrival at her cabin she was highly distressed and very unwell.  A call to the medical centre resulted in a wheelchair to take her to deck 4 medical centre. I was not allowed to accompany her but after 20 minutes received a call to go down.  On arrival I was informed my aunt's lungs were full of fluid and her oxygen levels so low we were lucky to have gotten her down so quickly as the risk of losing her was very high.  Various tests were ongoing to stabilise her and on docking in Rome she would be transferred to hospital.

 

All seemed under control and I tried to call her insurance company Good to Go which had been purchased through Paying Too Much price comparison site.  From here it was downhill all the way.  The emergency number did not answer, rang out and cut off.  This continued for 50 minutes.  Eventually the doctor took the documentation away to the back office on deck 5 to notify the situation.  During this call she ascertained that as the companion I would be looked after by them.  This later proved to be incorrect but more on that later.

 

At 7.00am several medics arrived to transport my aunt in the ambulance to hospital.  I was told I could not go with her but had to wait for the luggage to be disembarked.  I was then presented with a folder of documents and a bill for US$4,700.  I was informed I had to pay the latter or I would not be able to leave the ship.  I had my aunt's registered credit card with me but was informed I needed the pin as they would not do the transaction in the normal fashion but it would have to be direct.

 

The card, of course, would not allow the payment despite my having the pin.  My aunt had her telephone in the ambulance so no way to get an authorisation code from it.  At this point the argument ensued.  Payment was demanded from me and I refused for two reasons. 

 

1. I am not the insured or her carer so reclaiming the money would be nigh on impossible- this was acknowledged by Princess, and

2. The insurance company was already speaking with Princess so I hoped the provision of their details would offer comfort.  It did not I was roundly given a verbal barrage of the evils that travelling with a massive line of credit was my own fault.  As it happens there was plenty of money available and Princess has now collected in excess of £4,000 overnight via a cabin charge.

  

On the day however, having demanded payment Princess would not budge.  After 30 minutes of arguing and the status quo continuing a superior appeared and stated for the moment he would waive the on the spot demand and I was free to return to the medical centre.  

 

By this time the ambulance had long left the port with my aunt and I had not seen her so she was on her own.  At this point another man appeared telling me there was a problem with the luggage.  He informed me mine had been located but not my aunt's.  This seemed impossible but he asked me to accompany him to the shed where the luggage was.  On doing this I was asked to walk around looking for the bag which although not rare is quite distinctive as Princess had torn it on the inward trip.  After walking around it became clear it was not there.  A ground side supervisor appeared and stated all offloaded passengers luggage was separate.  I was then taken behind a screen to an area containing around 50-60 suitcases all with plastic wrap and special labels.  I recognised them immediately as covid victims luggage!  I informed the lady my aunt was not a covid victim but had in fact suffered a suspected heart attack.  I was actually quite shocked by the number of cases in this area as no one had indicated extra precautions might be required onboard.

 

It was now well over an hour since my aunt left the ship for hospital and I insisted on returning to the medical centre for an update on her condition.  

 

On arrival I found that my own case had found it's way there leaving me with two hand luggage sized cases, a handbag and my large case.  I was directed to sit and wait for the remaining case to be found. I asked if someone would assist me with moving the luggage outside of the medical centre and someone reluctantly called to check availability.

 

By this time I was very anxious for news on the medical situation but no one had any.  The doctor appeared and gave me a piece of paper with the name of the hospital written on it.  I was however told I could not leave at this point as the bill was being discussed at higher levels and the case still needed finding.  I did as instructed and sat down.

 

It was now approaching 9.00 am and the telephone started to ring.  Overhearing the conversations I learned that the covid "prisoners" were awaiting visits for testing and had received no breakfast or contact since 8.00pm the night before (the room service was not running as it was changeover day) and had not been told what was happening to them regarding our arrival in Italy. Some of these calls were from clearly distressed people.  Listening I learned they were to be left until 10.00am when they would be removed to quarantine hotels ashore.  The length of stay in the hotel was being confirmed as a minimum 7 days but could run to as much as 21 days due to Italian regulations.  My advice, those travelling to Italy should be VERY aware of this requirement as I cannot see mention anywhere on the cruise companies' websites this little gem of information!

 

There then came a knock on the door and upon opening an officer was there with two people one of whom was coughing.  They were directed to sit next to me.  I realised immediately they were new covid suspects come for testing. I informed the nurse manning the desk I was not happy to have them parked next to me exposing me to the germs, particularly as i was due to go to the hospital to track down my aunt.  She was not happy with my complaint but the officer at least agreed to usher the suspects to the other end of the room.

 

At this point the man hunting the luggage reappeared and asked me to accompany him as there was a "very unusual" problem.  I trailed behind him back to the luggage shed and was shown an empty shed apart from a handful of cases.  There was one that looked suspiciously like my aunt's but it had labels for Queensland Australia on it.

 

I was then informed the owner of this case was at Rome airport and my aunt's case had been checked to go to Australia (you really couldn't make this up!).  The airline were being asked to find it and once completed the owner of the Australian case would arrange to send my aunt's case back to the port and fly without their own one.

 

I was to remain apparently something I was most unhappy with as I desperately needed to know what was happening at the hospital.

 

After all this furore I was then removed from the ship and parked outside while the mysterious Stefano my shoreside assistance was located.  Needless to say he never appeared.  Despite much chasing and chaos I was told I'm on my own. A second man, Christian, was apparently coming to the port after I complained that I had no shoreside assistance. He too never appeared after ac2 hourcwait.

 

There were also now no taxis as disembarkation had completed.  It was approaching 1.00pm by now, my aunt having left the ship at 6.30am.  At this point I keeled over in the heat hitting the pavement. I'd not had anything to eat or drink so I suppose it was to be expected, apart from one cup of tea Princess had not thought to offer me a bottle of water to take into the near 40 degree heat. At this point of my collapsing an officer from another ship Enchanted Princess was luckily passing.  He took control summoning the doctor from Regal to medically examine me. She was shocked to find me still at the port but provided water and a snack. I was refused readmission to the terminal and told to sit back where I'd come from.

 

A huge furore in Italian broke out led by the Enchanted's officer and the doctor,  someone Italian speaking was summoned to speak to the hospital as the officer (who it transpired was Italian) did not believe I would be allowed access at the hospital due to covid regulations.  This was established as correct.

 

A search was then instigated to find a hotel nearby for me, there was none everything apparently fully booked until Monday Evening.  I was told a Rome hotel would be minimum €200 per night and it was €200 each way back to Civitavecchia.  

 

A discussion ensued with my aunt's insurer who stated they would not aftercall meet any costs for me despite having previously said they would.  My own insurers were contacted and stated it was a grey area and they would have to become involved in discussions with Paying too Much. 

 

At this point I  was given 20 minutes by Princess to decide what to do.  Two ladies were being returned to Rome airport having been denied boarding.  It was felt I should accompany them and take my evening flight to organise things from within the UK has no one would be assisting either financially or with the hospital.  As no hotels locally I'd be basically on the streets of Civitavecchia for 48 hours. Princess representatives stated if I chose to stay in Rome it would be entirely on my own and at my cost.  They were aware I only had €40 in local currency and needed assistance to get access to a cashpoint to obtain more. They refused help, the lady repeating I had inadequate funds due to my bad planning.  

 

Reluctantly following these discussions I agreed to fly home.  Thankfully we have an Italian speaking family member who has ascertained where  my aunt is.  It has now been confirmed she is in intensive care and in a critical condition. Her sister has now arrived in Italy but has been denied access to the hospital due to Italian covid regulations.  The latest is that Princess appear to have mislaid a handbag I left with them containing the insurance policy and my aunt's GHIC card.  As a consequence the family have had to pay a large sum to the hospital to allow her treatment to continue.  We are informed she may be moved to a specialist cardiac unit soon.

 

This experience has left me battered and bruised and i feel extraordinarily guilty at having been forced to leave Italy while she is so ill. I thought I could cope with anything, unfortunately this has proved not to be the case.  My faith in Princess has been destroyed by the lack of care shown to me. The so called family liaison in Southampton offered nothing in the way of help while I was at the port and calling them today has elicited recorded messages stating there is no one there. 

 

To compound things Princess apparently do not have a complaints telephone line and I'm instructed to use email to communicate with them.  All emails are responded tomstatung they have 28 days to reply.

 

This is my first Princess cruise, my aunt however has elite status with them and was actually one of the most travelled guests on this voyage.  This experience means I will never contemplate another Princess cruise myself.  I'm interested to hear from other Princess cruisers their opinion on the situation I was placed in.

 

Thank you.

 

 

 

Sent from my Galaxy

Edited July 11, 2022 by Megabear2
Missed words

[Sea Hag]

Wow! I'm so sorry you had to go through all of this. Is your aunt okay?

[Lady Arwen]

My goodness, what a terrible series of events.  I hope your Aunt is on her way to recovery very soon.  I have never experienced anything like this, nor do I know of anyone who has.  I have no words of wisdom, only to say how sorry I am that you and your aunt had to go through such a stressful situation.  Please let us know how she’s doing.

[CineGraphic]

I'm sorry for terrible experience.

It will take them much longer than 28 days to get back to you.

 

[Rick&Jeannie]

Absolutely terrible!!!

[ontheweb]

OMG, prayers for your Aunt. And no one should ever have to go through an experience like you had.

 

It does seem that the confluence with Covid problems made everything go much worse than it should have. But Princess could have shown some compassion instead of focusing on show me the money.

Edited July 11, 2022 by ontheweb
spelling correction

[EllieinNJ]

What a terrible situation you were put through.  Prayers that your aunt recovers.

[Megabear2]

27 minutes ago, Sea Hag said:

Wow! I'm so sorry you had to go through all of this. Is your aunt okay?

Thank you for your concern. Unfortunately my aunt is in a critical condition and we were told to expect the worst.  She is thankfully hanging in there at present so we are praying for a miracle.

[Sea Hag]

13 minutes ago, Megabear2 said:

Thank you for your concern. Unfortunately my aunt is in a critical condition and we were told to expect the worst.  She is thankfully hanging in there at present so we are praying for a miracle.

Best wishes and hopeful thoughts! 

[voljeep]

i can relate directly to having to settle (pay) the medical center charges to your on board folio before exiting the ship ... insurance or not.

[Megabear2]

4 minutes ago, voljeep said:

i can relate directly to having to settle (pay) the medical center charges to your on board folio before exiting the ship ... insurance or not.

I assume you have experience?  The problem I have is that I was not on the same booking as my aunt, had my own independent credit card registered and therefore could not be held liable for her bills, medical or otherwise.  I was in a different cabin as an independent traveller.  I was only accompanying her as her original travelling companion dropped out a week before departure.

[Crystabel]

This story makes my blood boil. I’m so sorry about your aunt and the way your were treated. If Princess charged your credit card, you can protest the charges, as they are not yours.  You have a very compelling story, and I’m sure the credit card company will side with you. 

[dog]

Does Italy still offer free emergency medical care to foreigners?

I heard about this from my expat friends several years ago.

I made use of it in Rome & Venice & was only charged for my X-ray. Insurance was not involved, although I had it.

I knew about Italy’s strict Covid hospital procedures, as a friend passed away alone there last year.

Princess has really let your aunt & you down. I am so sorry to hear this.

 

Edited July 11, 2022 by dog

[Megabear2]

6 minutes ago, Crystabel said:

This story makes my blood boil. I’m so sorry about your aunt and the way your were treated. If Princess charged your credit card, you can protest the charges, as they are not yours.  You have a very compelling story, and I’m sure the credit card company will side with you. 

Princess have indeed charged my card.  I haven't thought to challenge the payment as no one is denying there is money due.  I will discuss this tomorrow, thank you for the suggestion.

[dog]

OP- you are not responsible for your aunt’s Princess charges.

save all copies of documentation & dispute credit card. No need to wait.

[PacnGoNow]

1 hour ago, Megabear2 said:

This is the story of my experience with Princess on Saturday 9 July.  It is tale of woe, misinformation and confusion.

 

I have been on Regal Princess with my 83 year old aunt sailing Barcelona to Rome. It has been a pleasant experience but unfortunately at 4.00am Italian time Saturday it came crashing down spectacularly.

 

My aunt rang me to say she was having trouble breathing. On arrival at her cabin she was highly distressed and very unwell.  A call to the medical centre resulted in a wheelchair to take her to deck 4 medical centre. I was not allowed to accompany her but after 20 minutes received a call to go down.  On arrival I was informed my aunt's lungs were full of fluid and her oxygen levels so low we were lucky to have gotten her down so quickly as the risk of losing her was very high.  Various tests were ongoing to stabilise her and on docking in Rome she would be transferred to hospital.

 

All seemed under control and I tried to call her insurance company Good to Go which had been purchased through Paying Too Much price comparison site.  From here it was downhill all the way.  The emergency number did not answer, rang out and cut off.  This continued for 50 minutes.  Eventually the doctor took the documentation away to the back office on deck 5 to notify the situation.  During this call she ascertained that as the companion I would be looked after by them.  This later proved to be incorrect but more on that later.

 

At 7.00am several medics arrived to transport my aunt in the ambulance to hospital.  I was told I could not go with her but had to wait for the luggage to be disembarked.  I was then presented with a folder of documents and a bill for US$4,700.  I was informed I had to pay the latter or I would not be able to leave the ship.  I had my aunt's registered credit card with me but was informed I needed the pin as they would not do the transaction in the normal fashion but it would have to be direct.

 

The card, of course, would not allow the payment despite my having the pin.  My aunt had her telephone in the ambulance so no way to get an authorisation code from it.  At this point the argument ensued.  Payment was demanded from me and I refused for two reasons. 

 

1. I am not the insured or her carer so reclaiming the money would be nigh on impossible- this was acknowledged by Princess, and

2. The insurance company was already speaking with Princess so I hoped the provision of their details would offer comfort.  It did not I was roundly given a verbal barrage of the evils that travelling with a massive line of credit was my own fault.  As it happens there was plenty of money available and Princess has now collected in excess of £4,000 overnight via a cabin charge.

  

On the day however, having demanded payment Princess would not budge.  After 30 minutes of arguing and the status quo continuing a superior appeared and stated for the moment he would waive the on the spot demand and I was free to return to the medical centre.  

 

By this time the ambulance had long left the port with my aunt and I had not seen her so she was on her own.  At this point another man appeared telling me there was a problem with the luggage.  He informed me mine had been located but not my aunt's.  This seemed impossible but he asked me to accompany him to the shed where the luggage was.  On doing this I was asked to walk around looking for the bag which although not rare is quite distinctive as Princess had torn it on the inward trip.  After walking around it became clear it was not there.  A ground side supervisor appeared and stated all offloaded passengers luggage was separate.  I was then taken behind a screen to an area containing around 50-60 suitcases all with plastic wrap and special labels.  I recognised them immediately as covid victims luggage!  I informed the lady my aunt was not a covid victim but had in fact suffered a suspected heart attack.  I was actually quite shocked by the number of cases in this area as no one had indicated extra precautions might be required onboard.

 

It was now well over an hour since my aunt left the ship for hospital and I insisted on returning to the medical centre for an update on her condition.  

 

On arrival I found that my own case had found it's way there leaving me with two hand luggage sized cases, a handbag and my large case.  I was directed to sit and wait for the remaining case to be found. I asked if someone would assist me with moving the luggage outside of the medical centre and someone reluctantly called to check availability.

 

By this time I was very anxious for news on the medical situation but no one had any.  The doctor appeared and gave me a piece of paper with the name of the hospital written on it.  I was however told I could not leave at this point as the bill was being discussed at higher levels and the case still needed finding.  I did as instructed and sat down.

 

It was now approaching 9.00 am and the telephone started to ring.  Overhearing the conversations I learned that the covid "prisoners" were awaiting visits for testing and had received no breakfast or contact since 8.00pm the night before (the room service was not running as it was changeover day) and had not been told what was happening to them regarding our arrival in Italy. Some of these calls were from clearly distressed people.  Listening I learned they were to be left until 10.00am when they would be removed to quarantine hotels ashore.  The length of stay in the hotel was being confirmed as a minimum 7 days but could run to as much as 21 days due to Italian regulations.  My advice, those travelling to Italy should be VERY aware of this requirement as I cannot see mention anywhere on the cruise companies' websites this little gem of information!

 

There then came a knock on the door and upon opening an officer was there with two people one of whom was coughing.  They were directed to sit next to me.  I realised immediately they were new covid suspects come for testing. I informed the nurse manning the desk I was not happy to have them parked next to me exposing me to the germs, particularly as i was due to go to the hospital to track down my aunt.  She was not happy with my complaint but the officer at least agreed to usher the suspects to the other end of the room.

 

At this point the man hunting the luggage reappeared and asked me to accompany him as there was a "very unusual" problem.  I trailed behind him back to the luggage shed and was shown an empty shed apart from a handful of cases.  There was one that looked suspiciously like my aunt's but it had labels for Queensland Australia on it.

 

I was then informed the owner of this case was at Rome airport and my aunt's case had been checked to go to Australia (you really couldn't make this up!).  The airline were being asked to find it and once completed the owner of the Australian case would arrange to send my aunt's case back to the port and fly without their own one.

 

I was to remain apparently something I was most unhappy with as I desperately needed to know what was happening at the hospital.

 

After all this furore I was then removed from the ship and parked outside while the mysterious Stefano my shoreside assistance was located.  Needless to say he never appeared.  Despite much chasing and chaos I was told I'm on my own. A second man, Christian, was apparently coming to the port after I complained that I had no shoreside assistance. He too never appeared after ac2 hourcwait.

 

There were also now no taxis as disembarkation had completed.  It was approaching 1.00pm by now, my aunt having left the ship at 6.30am.  At this point I keeled over in the heat hitting the pavement. I'd not had anything to eat or drink so I suppose it was to be expected, apart from one cup of tea Princess had not thought to offer me a bottle of water to take into the near 40 degree heat. At this point of my collapsing an officer from another ship Enchanted Princess was luckily passing.  He took control summoning the doctor from Regal to medically examine me. She was shocked to find me still at the port but provided water and a snack. I was refused readmission to the terminal and told to sit back where I'd come from.

 

A huge furore in Italian broke out led by the Enchanted's officer and the doctor,  someone Italian speaking was summoned to speak to the hospital as the officer (who it transpired was Italian) did not believe I would be allowed access at the hospital due to covid regulations.  This was established as correct.

 

A search was then instigated to find a hotel nearby for me, there was none everything apparently fully booked until Monday Evening.  I was told a Rome hotel would be minimum €200 per night and it was €200 each way back to Civitavecchia.  

 

A discussion ensued with my aunt's insurer who stated they would not aftercall meet any costs for me despite having previously said they would.  My own insurers were contacted and stated it was a grey area and they would have to become involved in discussions with Paying too Much. 

 

At this point I  was given 20 minutes by Princess to decide what to do.  Two ladies were being returned to Rome airport having been denied boarding.  It was felt I should accompany them and take my evening flight to organise things from within the UK has no one would be assisting either financially or with the hospital.  As no hotels locally I'd be basically on the streets of Civitavecchia for 48 hours. Princess representatives stated if I chose to stay in Rome it would be entirely on my own and at my cost.  They were aware I only had €40 in local currency and needed assistance to get access to a cashpoint to obtain more. They refused help, the lady repeating I had inadequate funds due to my bad planning.  

 

Reluctantly following these discussions I agreed to fly home.  Thankfully we have an Italian speaking family member who has ascertained where  my aunt is.  It has now been confirmed she is in intensive care and in a critical condition. Her sister has now arrived in Italy but has been denied access to the hospital due to Italian covid regulations.  The latest is that Princess appear to have mislaid a handbag I left with them containing the insurance policy and my aunt's GHIC card.  As a consequence the family have had to pay a large sum to the hospital to allow her treatment to continue.  We are informed she may be moved to a specialist cardiac unit soon.

 

This experience has left me battered and bruised and i feel extraordinarily guilty at having been forced to leave Italy while she is so ill. I thought I could cope with anything, unfortunately this has proved not to be the case.  My faith in Princess has been destroyed by the lack of care shown to me. The so called family liaison in Southampton offered nothing in the way of help while I was at the port and calling them today has elicited recorded messages stating there is no one there. 

 

To compound things Princess apparently do not have a complaints telephone line and I'm instructed to use email to communicate with them.  All emails are responded tomstatung they have 28 days to reply.

 

This is my first Princess cruise, my aunt however has elite status with them and was actually one of the most travelled guests on this voyage.  This experience means I will never contemplate another Princess cruise myself.  I'm interested to hear from other Princess cruisers their opinion on the situation I was placed in.

 

Thank you.

 

 

 

Sent from my Galaxy

I’m just shocked at all the stress you had to endure.  I understand your folio having to be paid, but not your Aunt’s.  

You are not responsible for her bill. 

 

Prayers for you both.

 

 

 

 

[Megabear2]

5 minutes ago, dog said:

Does Italy still offer free emergency medical care to foreigners?

I heard about this from my expat friends several years ago.

I made use of it in Rome & Venice & was only charged for my X-ray. Insurance was not involved, although U had it.

I knew about Italy’s strict Covid hospital procedures, as a friend passed away alone there last year.

Princess has really let your aunt & you down. I am so sorry to hear this.

 

UK residents are entitled to 70% of emergency treatment under our GHIC card, the rest being payable.  This money is actually claimed from the UK government and the remaining 30% is payable either by the individual or their insurance.  It is necessary to show the card at the hospital to trigger this.  Unfortunately Princess have mislaid the handbag containing my aunt's card so the family is currently liable for her bills ashore as well as those claimed by Princess.

[High C's]

This is simply appalling.  I have no wisdom to share, only know that I feel for you, your aunt, and pray for a full recovery for. her.  Princess, more specifically the heartless employees you encountered, should be ashamed.

[JF - retired RRT]

48 minutes ago, CineGraphic said:

I'm sorry for terrible experience.

It will take them much longer than 28 days to get back to you.

 

@Megabear2  may I suggest that you send emails to Jan Swartz and the Padgett guy (can't remember his first name...John?). You might get a faster response.

[PacnGoNow]

6 minutes ago, Megabear2 said:

Princess have indeed charged my card.  I haven't thought to challenge the payment as no one is denying there is money due.  I will discuss this tomorrow, thank you for the suggestion.

I would immediately dispute any charges that they made you pay, that were for your Aunt.  

[Megabear2]

5 minutes ago, JF - retired RRT said:

@Megabear2  may I suggest that you send emails to Jan Swartz and the Padgett guy (can't remember his first name...John?). You might get a faster response.

Excuse my ignorance but I am unfamiliar with Princess this being my first cruise with them,  I assume these people are important and would be grateful for any email addresses anyone can offer. Thank you.

[Pizzasteve]

Very sorry for the poor experience and best wishes for the health of your family member.

 

While probably little consolation, it is my understanding that Italian ports and the relations among stakeholders are incredibly stressful right now.  Several threads about Venice banning ships, last minute changes required for thousands of people, etc.  My guess is that people are being asked to do more work with less resources and few established systems designed for the scale of work being required by many sick people.  So a system that used to manage a few odd cases is now handling hundreds of complex arrangements, with maybe 1 or 2 staff.

 

Please try to focus on what is not lost and keep your sanity.  Money and bags can be replaced.  Your aunt may have her best chance to recover, partly thanks to your suffering.   Italian doctors offer good medical care.

 

Best wishes

 

PS If you read about airports, the whole travel industry is in a bit of chaos, largely because of covid carelessness and rising cases taking key staff down and peak travel rates.  Great patience may be needed.  A friend just took 2 days for a simple Boston to SF flight to happen.  Might expect delays seeking customer care due to case loads

Edited July 11, 2022 by Pizzasteve

[PacnGoNow]

1 hour ago, Megabear2 said:

This is the story of my experience with Princess on Saturday 9 July.  It is tale of woe, misinformation and confusion.

 

I have been on Regal Princess with my 83 year old aunt sailing Barcelona to Rome. It has been a pleasant experience but unfortunately at 4.00am Italian time Saturday it came crashing down spectacularly.

 

My aunt rang me to say she was having trouble breathing. On arrival at her cabin she was highly distressed and very unwell.  A call to the medical centre resulted in a wheelchair to take her to deck 4 medical centre. I was not allowed to accompany her but after 20 minutes received a call to go down.  On arrival I was informed my aunt's lungs were full of fluid and her oxygen levels so low we were lucky to have gotten her down so quickly as the risk of losing her was very high.  Various tests were ongoing to stabilise her and on docking in Rome she would be transferred to hospital.

 

All seemed under control and I tried to call her insurance company Good to Go which had been purchased through Paying Too Much price comparison site.  From here it was downhill all the way.  The emergency number did not answer, rang out and cut off.  This continued for 50 minutes.  Eventually the doctor took the documentation away to the back office on deck 5 to notify the situation.  During this call she ascertained that as the companion I would be looked after by them.  This later proved to be incorrect but more on that later.

 

At 7.00am several medics arrived to transport my aunt in the ambulance to hospital.  I was told I could not go with her but had to wait for the luggage to be disembarked.  I was then presented with a folder of documents and a bill for US$4,700.  I was informed I had to pay the latter or I would not be able to leave the ship.  I had my aunt's registered credit card with me but was informed I needed the pin as they would not do the transaction in the normal fashion but it would have to be direct.

 

The card, of course, would not allow the payment despite my having the pin.  My aunt had her telephone in the ambulance so no way to get an authorisation code from it.  At this point the argument ensued.  Payment was demanded from me and I refused for two reasons. 

 

1. I am not the insured or her carer so reclaiming the money would be nigh on impossible- this was acknowledged by Princess, and

2. The insurance company was already speaking with Princess so I hoped the provision of their details would offer comfort.  It did not I was roundly given a verbal barrage of the evils that travelling with a massive line of credit was my own fault.  As it happens there was plenty of money available and Princess has now collected in excess of £4,000 overnight via a cabin charge.

  

On the day however, having demanded payment Princess would not budge.  After 30 minutes of arguing and the status quo continuing a superior appeared and stated for the moment he would waive the on the spot demand and I was free to return to the medical centre.  

 

By this time the ambulance had long left the port with my aunt and I had not seen her so she was on her own.  At this point another man appeared telling me there was a problem with the luggage.  He informed me mine had been located but not my aunt's.  This seemed impossible but he asked me to accompany him to the shed where the luggage was.  On doing this I was asked to walk around looking for the bag which although not rare is quite distinctive as Princess had torn it on the inward trip.  After walking around it became clear it was not there.  A ground side supervisor appeared and stated all offloaded passengers luggage was separate.  I was then taken behind a screen to an area containing around 50-60 suitcases all with plastic wrap and special labels.  I recognised them immediately as covid victims luggage!  I informed the lady my aunt was not a covid victim but had in fact suffered a suspected heart attack.  I was actually quite shocked by the number of cases in this area as no one had indicated extra precautions might be required onboard.

 

It was now well over an hour since my aunt left the ship for hospital and I insisted on returning to the medical centre for an update on her condition.  

 

On arrival I found that my own case had found it's way there leaving me with two hand luggage sized cases, a handbag and my large case.  I was directed to sit and wait for the remaining case to be found. I asked if someone would assist me with moving the luggage outside of the medical centre and someone reluctantly called to check availability.

 

By this time I was very anxious for news on the medical situation but no one had any.  The doctor appeared and gave me a piece of paper with the name of the hospital written on it.  I was however told I could not leave at this point as the bill was being discussed at higher levels and the case still needed finding.  I did as instructed and sat down.

 

It was now approaching 9.00 am and the telephone started to ring.  Overhearing the conversations I learned that the covid "prisoners" were awaiting visits for testing and had received no breakfast or contact since 8.00pm the night before (the room service was not running as it was changeover day) and had not been told what was happening to them regarding our arrival in Italy. Some of these calls were from clearly distressed people.  Listening I learned they were to be left until 10.00am when they would be removed to quarantine hotels ashore.  The length of stay in the hotel was being confirmed as a minimum 7 days but could run to as much as 21 days due to Italian regulations.  My advice, those travelling to Italy should be VERY aware of this requirement as I cannot see mention anywhere on the cruise companies' websites this little gem of information!

 

There then came a knock on the door and upon opening an officer was there with two people one of whom was coughing.  They were directed to sit next to me.  I realised immediately they were new covid suspects come for testing. I informed the nurse manning the desk I was not happy to have them parked next to me exposing me to the germs, particularly as i was due to go to the hospital to track down my aunt.  She was not happy with my complaint but the officer at least agreed to usher the suspects to the other end of the room.

 

At this point the man hunting the luggage reappeared and asked me to accompany him as there was a "very unusual" problem.  I trailed behind him back to the luggage shed and was shown an empty shed apart from a handful of cases.  There was one that looked suspiciously like my aunt's but it had labels for Queensland Australia on it.

 

I was then informed the owner of this case was at Rome airport and my aunt's case had been checked to go to Australia (you really couldn't make this up!).  The airline were being asked to find it and once completed the owner of the Australian case would arrange to send my aunt's case back to the port and fly without their own one.

 

I was to remain apparently something I was most unhappy with as I desperately needed to know what was happening at the hospital.

 

After all this furore I was then removed from the ship and parked outside while the mysterious Stefano my shoreside assistance was located.  Needless to say he never appeared.  Despite much chasing and chaos I was told I'm on my own. A second man, Christian, was apparently coming to the port after I complained that I had no shoreside assistance. He too never appeared after ac2 hourcwait.

 

There were also now no taxis as disembarkation had completed.  It was approaching 1.00pm by now, my aunt having left the ship at 6.30am.  At this point I keeled over in the heat hitting the pavement. I'd not had anything to eat or drink so I suppose it was to be expected, apart from one cup of tea Princess had not thought to offer me a bottle of water to take into the near 40 degree heat. At this point of my collapsing an officer from another ship Enchanted Princess was luckily passing.  He took control summoning the doctor from Regal to medically examine me. She was shocked to find me still at the port but provided water and a snack. I was refused readmission to the terminal and told to sit back where I'd come from.

 

A huge furore in Italian broke out led by the Enchanted's officer and the doctor,  someone Italian speaking was summoned to speak to the hospital as the officer (who it transpired was Italian) did not believe I would be allowed access at the hospital due to covid regulations.  This was established as correct.

 

A search was then instigated to find a hotel nearby for me, there was none everything apparently fully booked until Monday Evening.  I was told a Rome hotel would be minimum €200 per night and it was €200 each way back to Civitavecchia.  

 

A discussion ensued with my aunt's insurer who stated they would not aftercall meet any costs for me despite having previously said they would.  My own insurers were contacted and stated it was a grey area and they would have to become involved in discussions with Paying too Much. 

 

At this point I  was given 20 minutes by Princess to decide what to do.  Two ladies were being returned to Rome airport having been denied boarding.  It was felt I should accompany them and take my evening flight to organise things from within the UK has no one would be assisting either financially or with the hospital.  As no hotels locally I'd be basically on the streets of Civitavecchia for 48 hours. Princess representatives stated if I chose to stay in Rome it would be entirely on my own and at my cost.  They were aware I only had €40 in local currency and needed assistance to get access to a cashpoint to obtain more. They refused help, the lady repeating I had inadequate funds due to my bad planning.  

 

Reluctantly following these discussions I agreed to fly home.  Thankfully we have an Italian speaking family member who has ascertained where  my aunt is.  It has now been confirmed she is in intensive care and in a critical condition. Her sister has now arrived in Italy but has been denied access to the hospital due to Italian covid regulations.  The latest is that Princess appear to have mislaid a handbag I left with them containing the insurance policy and my aunt's GHIC card.  As a consequence the family have had to pay a large sum to the hospital to allow her treatment to continue.  We are informed she may be moved to a specialist cardiac unit soon.

 

This experience has left me battered and bruised and i feel extraordinarily guilty at having been forced to leave Italy while she is so ill. I thought I could cope with anything, unfortunately this has proved not to be the case.  My faith in Princess has been destroyed by the lack of care shown to me. The so called family liaison in Southampton offered nothing in the way of help while I was at the port and calling them today has elicited recorded messages stating there is no one there. 

 

To compound things Princess apparently do not have a complaints telephone line and I'm instructed to use email to communicate with them.  All emails are responded tomstatung they have 28 days to reply.

 

This is my first Princess cruise, my aunt however has elite status with them and was actually one of the most travelled guests on this voyage.  This experience means I will never contemplate another Princess cruise myself.  I'm interested to hear from other Princess cruisers their opinion on the situation I was placed in.

 

Thank you.

 

 

 

Sent from my Galaxy

As suggested by @JF - retired RRT

You could just send the powerful

post above to them.

 

Jswartz@princesscruises.com
 

JPadgett@Carnival.com
 

 

 

[PacnGoNow]

3 minutes ago, Megabear2 said:

Excuse my ignorance but I am unfamiliar with Princess this being my first cruise with them,  I assume these people are important and would be grateful for any email addresses anyone can offer. Thank you.

JPadgett@Carnival.com
 

Jswartz@princesscruises.com
 

[Megabear2]

8 minutes ago, Pizzasteve said:

Very sorry for the poor experience and best wishes for the health of your family member.

 

While probably little consolation, it is my understanding that Italian ports and the relations among stakeholders are incredibly stressful right now.  Several threads about Venice banning ships, last minute changes required for thousands of people, etc.  My guess is that people are being asked to do more work with less resources and few established systems designed for the scale of work being required by many sick people.  So a system that used to manage a few odd cases is now handling hundreds of complex arrangements, with maybe 1 or 2 staff.

 

Please try to focus on what is not lost and keep your sanity.  Money and bags can be replaced.  Your aunt may have her best chance to recover, partly thanks to your suffering.   Italian doctors offer good medical care.

 

Best wishes

Indeed you are correct money and bags are not important. What is is that an 83 year old lady is in hospital alone with no one from her family nearby, without her hearing aid or glasses if she wakes up and no one from Princess offering help or support anywhere.  The insurance company does now have a representative dealing with the financial side once medical history has been confirmed but they are in London.  God forbid the worst happens as flights from the UK are very hard to purchase at present.  My anger is directed that I was on site and Princess discarded me.