enough is enough

[Brucerw]

I was double billed. After waiting 2 hours I got one of the charges refunded. Two days later I get notice that I was short that charges amount. So I called, and another 90 minutes then another 30 to be put on hold. The woman who was nasty to begin with, came back and said I had gotten two refunds. Did not ask me to prove otherwise when I told her "no I had gotten one". Instead she threatened to cancel my booking. AKA I would lose close to 2000 dollars. So I repaid the over payment amount again. I also told her to cancel my 28 day cruise in 11/24. She did this then sent me an e-mail claiming that my deposit was forfeit also. I am currently out 450 dollars over an issue that was not my mistake. I have e-mailed the company explaining all this but if others experience is any example I do not hold out hopes of ever seeing that money again. buyer beware.....As I posted this on fb complaints group, at least one other went through pretty much the same thing. I will never do business with this company again. I know my lil 10k I have spent on 4 cruises in 90 days is a drop in the bucket. Yet they keep treating people like this and they will not have a company left. Unfortunately for me I can not just stop doing business with them as 8k of that is in 3 bookings that still have to happen.

1) had to go through 2 princess ta's before I got one who had a clue.

2) had to write a letter to get them to honor an offer for the 28 day cruise.

3) Only time previously I got a call back form their staff was when I was pricing cruises and left it before making a deposit. Even though I was promised a call for other things.

4) They double charged me, read above for the unresolved issue to date.

 

I have 3 cruises that have been fully paid for and yet to be done. As I will not lose the over 8k paid for them, I will go on them. Please do not get me wrong my first ever was a decent experience. Enough so I booked a b2b, This extended experience has left me ticked off. Should not have upgraded from the plus to premier.

 

[startedwithamouse]

4 minutes ago, Brucerw said:

I was double billed. After waiting 2 hours I got one of the charges refunded. Two days later I get notice that I was short that charges amount. So I called, and another 90 minutes then another 30 to be put on hold. The woman who was nasty to begin with, came back and said I had gotten two refunds. Did not ask me to prove otherwise when I told her "no I had gotten one". Instead she threatened to cancel my booking. AKA I would lose close to 2000 dollars. So I repaid the over payment amount again. I also told her to cancel my 28 day cruise in 11/24. She did this then sent me an e-mail claiming that my deposit was forfeit also. I am currently out 450 dollars over an issue that was not my mistake. I have e-mailed the company explaining all this but if others experience is any example I do not hold out hopes of ever seeing that money again. buyer beware.....As I posted this on fb complaints group, at least one other went through pretty much the same thing. I will never do business with this company again. I know my lil 10k I have spent on 4 cruises in 90 days is a drop in the bucket. Yet they keep treating people like this and they will not have a company left. Unfortunately for me I can not just stop doing business with them as 8k of that is in 3 bookings that still have to happen.

1) had to go through 2 princess ta's before I got one who had a clue.

2) had to write a letter to get them to honor an offer for the 28 day cruise.

3) Only time previously I got a call back form their staff was when I was pricing cruises and left it before making a deposit. Even though I was promised a call for other things.

4) They double charged me, read above for the unresolved issue to date.

 

I have 3 cruises that have been fully paid for and yet to be done. As I will not lose the over 8k paid for them, I will go on them. Please do not get me wrong my first ever was a decent experience. Enough so I booked a b2b, This extended experience has left me ticked off. Should not have upgraded from the plus to premier.

 

 

Sorry this is a pain, but Princess phone agents are not travel agents. They don't have your best interest in mind like an individual travel agent. 

 

When you say "honor an offer", is this casino rate?

[Brucerw]

No I went to their web site and the site quoted me a suite for a balcony handicap room. After numerous calls I e-mailed and they finally agreed to honor the pricing. This was a 28 day transatlantic cruise and still would have been 16-18k base. I had a friend who told me early on their on land people sucked but the on ship was worth it.The service on ship was very good. I took my first cruise in part to learn. The fact the price on the 28 day was very good for the suite, it should give you an idea how angry I am. I had already sent them screen shots of both paypal and my credit card showing the payments and what they refunded. My letter to Mr Pradett was clear I expected a refund of both the 250 over payment and the 200 dollars for the canceled booking. I also explained that IF they could prove they had refunded both payments, I would take ownership of my mistake but that is impossible as I keep checking my bank. Shame too as I will have made platitium by my Alaska cruise in may. I had planned to be elite by the 28 day. Now I have to research all the other lines and see where that leads me. This may just take me away from cruising totally not sure yet. take care 

[suzyed]

1 hour ago, Brucerw said:

No I went to their web site and the site quoted me a suite for a balcony handicap room. After numerous calls I e-mailed and they finally agreed to honor the pricing. This was a 28 day transatlantic cruise and still would have been 16-18k base. I had a friend who told me early on their on land people sucked but the on ship was worth it.The service on ship was very good. I took my first cruise in part to learn. The fact the price on the 28 day was very good for the suite, it should give you an idea how angry I am. I had already sent them screen shots of both paypal and my credit card showing the payments and what they refunded. My letter to Mr Pradett was clear I expected a refund of both the 250 over payment and the 200 dollars for the canceled booking. I also explained that IF they could prove they had refunded both payments, I would take ownership of my mistake but that is impossible as I keep checking my bank. Shame too as I will have made platitium by my Alaska cruise in may. I had planned to be elite by the 28 day. Now I have to research all the other lines and see where that leads me. This may just take me away from cruising totally not sure yet. take care 

We use an outside travel agent 90% of the time and now after hearing many stories like yours, I feel like we are making the right decision to do so.  Of course using a travel agent is not foolproof and there are some that are not so swift, but I still will take my chances with a ta.

 

[Brucerw]

That may solve some of this. The issue in this case was I had already booked my base cabin. I decided to the price I would upgrade from the plus drinks package to the premier. The web site double charged me. Then when I jumped through the hoops they credited me back one of the charges. IF that had been it, this whole issue would not be had. Instead whatever wizard there decided to do G-d knows what and decide I had to give back the over payment or they would cancel and I would lose all my money. It is not worth going to court over 450 dollars. It is worth me spending the time I have plenty of to write to the attorney generals of three states. To write to newspapers and cruise magazines and everywhere else. I may never get my money back but I will make sure they have a hell of a time doing it to anyone else. I guess if you can not trust the company why would you have a third party handle the front end of the business for you???

[billco]

In my experience with Princess Customer Service over the years I have found the best way to deal with it is to learn from what others have had to deal with and to be careful to not put myself into similar situations. One way is not to book specialty dinners prior to the cruise.  We haven’t had an issue booking the time we want on board.

[startedwithamouse]

3 hours ago, Brucerw said:

No I went to their web site and the site quoted me a suite for a balcony handicap room. After numerous calls I e-mailed and they finally agreed to honor the pricing. This was a 28 day transatlantic cruise and still would have been 16-18k base. I had a friend who told me early on their on land people sucked but the on ship was worth it.The service on ship was very good. I took my first cruise in part to learn. The fact the price on the 28 day was very good for the suite, it should give you an idea how angry I am. I had already sent them screen shots of both paypal and my credit card showing the payments and what they refunded. My letter to Mr Pradett was clear I expected a refund of both the 250 over payment and the 200 dollars for the canceled booking. I also explained that IF they could prove they had refunded both payments, I would take ownership of my mistake but that is impossible as I keep checking my bank. Shame too as I will have made platitium by my Alaska cruise in may. I had planned to be elite by the 28 day. Now I have to research all the other lines and see where that leads me. This may just take me away from cruising totally not sure yet. take care 

 

The website made an error, giving you a suite for the price of a balcony and you jumped on it, because it was in your favor?  But, when they went to correct it, that's where the problems started?  

 

Why would you pay for something that was clearly a website error in the first place?

[Brucerw]

17 minutes ago, startedwithamouse said:

 

The website made an error, giving you a suite for the price of a balcony and you jumped on it, because it was in your favor?  But, when they went to correct it, that's where the problems started?  

 

Why would you pay for something that was clearly a website error in the first place?

errr no.....I had put a deposit down and it was booked and then they had sent me a confirmation with a different price. That was the cruise I canceled and not at issue here. I booked a cruise with plus. I saw that premier was only a couple hundred dollars more so I went to upgrade on their website. I was double charged. I called and the woman saw the same thing. They refunded the duplicate payment. Two days later I get an e-mail stating that I had to pay the 224 that they had just refunded back to me as the double payment or they would cancel my booking. I called, woman was very nasty and after putting me on hold to call whoever, she cam e back and said I got two refunds. When I said no I had not she said I could pay the 224 or lose my booking. I was not going to lose almost 2k. I felt/feel like I had zero options. So I canceled the great deal future cruise. To which I am now told that deposit is forfeit also. This was my final straw with this company. I did everything right. Moral of this story? If there is one, is once you book something just leave it alone. Then they can not f it up. 

[Brucerw]

44 minutes ago, billco said:

In my experience with Princess Customer Service over the years I have found the best way to deal with it is to learn from what others have had to deal with and to be careful to not put myself into similar situations. One way is not to book specialty dinners prior to the cruise.  We haven’t had an issue booking the time we want on board.

I get that....I had paid for a pair of specialty dinners and I canceled them. I have 2 dinners coming for my wife and I. I will schedule them once on board. I refuse to give this company anymore of my money. I bought stock to get the stock holders credit....I am waiting for the stock to get back over 10 so I can dump it. I had to hold on to it until after the may cruise as unlike them I am honest.

[skynight]

Here is an option for the poster. Assuming you are correct:

Write a hard copy letter to the California Department of Consumer Affairs in Sacramento which details all payments, discussions, and current standing. Include hard copies of all disclaimers and legal fine print from your Princess booking, especially the print that shows or does not show that your deposit is not refundable. 

Send a copy of your letter with backup to the Princess legal department.

 

[Brucerw]

13 minutes ago, skynight said:

Here is an option for the poster. Assuming you are correct:

Write a hard copy letter to the California Department of Consumer Affairs in Sacramento which details all payments, discussions, and current standing. Include hard copies of all disclaimers and legal fine print from your Princess booking, especially the print that shows or does not show that your deposit is not refundable. 

Send a copy of your letter with backup to the Princess legal department.

 

I will be writing to the MO,KS attorney general. With screen shots and the e-mail I already sent to the top executive of Princess. I will give them time to address this. I also have the original refund notice on the booking confirmation and what they sent me trying to keep same. I will note your suggestion and thank you for same. It really is a shame their land based side of the business is this bad. The ship side was really good. Thank you for the info

[wallyj]

3 hours ago, startedwithamouse said:

 

The website made an error, giving you a suite for the price of a balcony and you jumped on it, because it was in your favor?  But, when they went to correct it, that's where the problems started?  

 

Why would you pay for something that was clearly a website error in the first place?

Actually, Princess has been known to do this complimentary upgrade for accessible cabins, maybe because there are so few? There is a current thread regarding this same issue for the Island Princess late December 2023 sailing. Thru the Princess website booking process, the passenger is trying to book an OV accessible cabin, princess says sorry no OV accessible left, but we will upgrade you to Balcony for same OV fare and displays this fare and the balcony cabins left you can select. Unfortunately, when you get the confirmation email or go directly to the cruise Personalizer to check the payments page, the fare listed is the Balcony fare not the OV fare shown throughout the booking process. 
 

Fortunately as suggested, the OP of this wrong price thread did a screenshot and eventually was able to speak to Princess agent today and they corrected the pricing, so they honored the upgrade.

 

I think the OP of this thread said he eventually cancelled the cruise with the upgrade and now is dealing with being double charged for a different sailing for upgrade to premier from plus package, which if he had been reading current threads, he could have done on day 1 or 2 of his sailing and not deal with current mess.

 

 

[Notalotofinfo]

I agree with the problem of double billing. We were on for 14 days. And called or visited guest services Damn near daily. Simple things like charged for drinks when we had drink package. The irritation really started to add up. Princess please pay attention to this issue!

 

[Brucerw]

37 minutes ago, wallyj said:

Actually, Princess has been known to do this complimentary upgrade for accessible cabins, maybe because there are so few? There is a current thread regarding this same issue for the Island Princess late December 2023 sailing. Thru the Princess website booking process, the passenger is trying to book an OV accessible cabin, princess says sorry no OV accessible left, but we will upgrade you to Balcony for same OV fare and displays this fare and the balcony cabins left you can select. Unfortunately, when you get the confirmation email or go directly to the cruise Personalizer to check the payments page, the fare listed is the Balcony fare not the OV fare shown throughout the booking process. 
 

Fortunately as suggested, the OP of this wrong price thread did a screenshot and eventually was able to speak to Princess agent today and they corrected the pricing, so they honored the upgrade.

 

I think the OP of this thread said he eventually cancelled the cruise with the upgrade and now is dealing with being double charged for a different sailing for upgrade to premier from plus package, which if he had been reading current threads, he could have done on day 1 or 2 of his sailing and not deal with current mess.

 

 

You have a very valid point. Yet this never should have been this bad. I had the issue solved. It was clearly a double booking or why refund? Then their system spazed out. I had gotten the upgrade on the 28 day cruise I had canceled and yes this was the second part of a b2b that I planned all in the last 30ish days. All I can say now, is I will wait and see what the company will do. Then take the proper action from there. For that same 16-18k I can see all the places I wanted to see with another cruise line. Thank you notalotofinfo for interpreting what I wrote.  

[Brucerw]

25 minutes ago, Notalotofinfo said:

I agree with the problem of double billing. We were on for 14 days. And called or visited guest services Damn near daily. Simple things like charged for drinks when we had drink package. The irritation really started to add up. Princess please pay attention to this issue!

 

I had read on line that that may have been an issue. So I made sure to check my folio daily for errors.

The onboard staff IMO was excellent. Unfortunately thanks to their corporate off ice I have to recoup part of the money took took. So less out of pocket tipping

[LibertyBella]

I am getting a bit of a headache just reading through all the issues on this thread.   I doubt very much whether a state AG will have any impact on Princess computer glitches.  

 

Planning vacations is supposed to be enjoyable, but mistakes can happen, and it is easy to get overwhelmed and frustrated. I 100% agree that you should consider hiring a  travel agent to assist with all your cruise efforts.

 

I'm sorry that you think never cruising on Princess again will be the solution, as the same issue could easily arise on any cruise line.  Many of the cruise agents are low paid, at-home, part-time workers, and lack the ability or the expertise to easily resolve more complicated issues.  

 

I make it a habit to check all my travel reservations at least weekly, sometimes daily if there are issues, so I know it is a time-consuming challenge, but I accept it because the joy is in the wonderful cruise experience!

 

I hope everything works out for you.

 

 

 

 

[PurpleTraveller]

I am so sorry this has happened to you and I hope you manage to get a good resolution. I have found that while the experience on Princess ships is wonderful, the  Princess phone customer service can be terrible.

 

Just recently I cancelled and rebooked a cruise to get a lower price. Before cancelling my planner told me that the two FCD's I had used to make the refundable deposit had expired and that I would forfeit them. I asked if the expiry date could be extended but was told no because I had already used them. I asked if they would be refunded but was told no because I had already used them and they had expired. I have spoken to numerous people at Princess and nothing I have said will change their mind that I have lost my money that I had given Princess in good faith. I have also sent emails and not had any response.

 

Using a TA can still result in poor outcomes. I had a cruise booked through a TA and the price dropped and also included Three for Free. When my TA rang Princess to get the lower price and Three for Free they told her that I was lying about the price. When I provided a screenshot they told her that I had manipulated the computer system to show the lower price with Three for Free. I had no idea that I am that clever! Eventually I got the lower price but Princess refused to give me the Three for Free.

 

The only reason I had booked my current cruise was that I had FCD's and FCC's (which I have now lost) to use. My next two cruises are booked with Celebrity.

 

Edited March 18, 2023 by PurpleTraveller

[Brucerw]

1 hour ago, LibertyBella said:

I am getting a bit of a headache just reading through all the issues on this thread.   I doubt very much whether a state AG will have any impact on Princess computer glitches.  

 

Planning vacations is supposed to be enjoyable, but mistakes can happen, and it is easy to get overwhelmed and frustrated. I 100% agree that you should consider hiring a  travel agent to assist with all your cruise efforts.

 

I'm sorry that you think never cruising on Princess again will be the solution, as the same issue could easily arise on any cruise line.  Many of the cruise agents are low paid, at-home, part-time workers, and lack the ability or the expertise to easily resolve more complicated issues.  

 

I make it a habit to check all my travel reservations at least weekly, sometimes daily if there are issues, so I know it is a time-consuming challenge, but I accept it because the joy is in the wonderful cruise experience!

 

I hope everything works out for you.

 

 

 

 

You right it should be enjoyable. Mistakes can happen, I agree. The difference? is when a mistake happens and the company makes the situation worse. IF they had stopped with returning my over payment amount, then all the rest would not have happened. Yes I would have been a touch upset. BUT that would have fell under "crap happens". But to fix it then break it again? Further tell me that you will cancel the booking that I already have 2k in? Rather than get into a dialog and let me send you proof of my position. No to me that is extortion. Going through a TA would not have solved this. Besides why would you me or anyone feel the need to have a third party involved in a business deal? I mean I get they off service, so does princess as far as booking airlines. IF I had not checked my cc which I do regularly and if there had not been a credit on my payment section for this cruise. I would not have known they had done a double billing. As far as any cruise line could do this? Yes I agree this could have happened to me via any of them. Yet it did not because I had decided for now I would sail exclusively on princess. I am not a seasoned cruiser. I have been on one total cruise thus far. I have three more in the next 7-8 weeks. After that? I will give another company my money, IF they do this same crap? then another one I will not use. I will keep up this pattern until either I find one or two I can trust, or I just blow off cruising period. Hope you have great cruises in the future

[PescadoAmarillo]

59 minutes ago, PurpleTraveller said:

When my TA rang Princess to get the lower price and Three for Free they told her that I was lying about the price. When I provided a screenshot they told her that I had manipulated the computer system to show the lower price with Three for Free.

That is quite remarkable. Borderline abuse in lieu of customer service. But, hey, aren’t those new desserts amazing? 😆
 

@PurpleTraveller, how funny I should run into you this evening. I just finished re-reading your northern lights trip report from 2019. I had enjoyed it so much that I bookmarked it then and just came across it.  Thanks again for that!

[PurpleTraveller]

Just now, PescadoAmarillo said:

That is quite remarkable. Borderline abuse in lieu of customer service. But, hey, aren’t those new desserts amazing? 😆
 

@PurpleTraveller, how funny I should run into you this evening. I just finished re-reading your northern lights trip report from 2019. I had enjoyed it so much that I bookmarked it then and just came across it.  Thanks again for that!

 

Oh, a very nice coincidence and you are very welcome. So pleased you have re-read my review. It really was a wonderful cruise and as I said the Princess cruise experience is wonderful but the Princess phone customer service definitely not so. Somehow I don't think I'll ever be tasting one of those amazing desserts! 😀

 

[startedwithamouse]

21 minutes ago, Brucerw said:

Going through a TA would not have solved this. Besides why would you me or anyone feel the need to have a third party involved in a business deal? I mean I get they off service, so does princess as far as booking airlines. 

Please don't bash TAs. They take care of their clients. 

 

You apparently joined Cruise Critic just to post this thread.  

 

We get it. You booked and it was a glitch and thought you got a steal of a suite for a balcony price.

 

A TA would have given you real pricing and advised you of this, and you wouldn't be spending hours or days rehashing this. 

 

A TA is not a third party involved in a business deal. They are professionals. 

 

Note: I'm not a TA.

Edited March 18, 2023 by startedwithamouse

[Brucerw]

please enjoy the eye candy....In 16 days I will get a chance to enjoy some of these.....not sure if I can do the sugar overload. Originally, I had planned to take the suckers home to my grand girls and the lil bottle of booze to my son. But I am now told they add the shot to the dessert and the sucker is not wrapped. It is the over the top cake I really want to try. Might as make the best of it as I am out of pocket an extra 424 dollars.

 

[Brucerw]

PS where do you go to list the cruises you have already booked and scheduled?

[nijh]

I think it’s the listing that shows under posts you’re after.

 

Click on your profile avatar, then Profile > Account Settings > Signature.

 

Enter and format it in the Signature box

[disneyochem]

9 hours ago, Brucerw said:

PS where do you go to list the cruises you have already booked and scheduled?

In your cruise personalizer on the Princess website—sign in and then click on My Account.  All of your upcoming cruises will be listed.  Click on the Manage My Cruise button to access each voyage.

 

You can also find upcoming cruises on the medallion app.