Resolutions Concerning Booking/Guest Service Issues-Keep Trying!

[Jadn13]

I have been running into Many, Many issues with my bookings over the past few months.
I have tried to resolve these issues the traditional way. I have called  and waited  for an escalation response that never came. I have emailed customer service along with those assigned to manage the departments. 
I still wasn’t getting anywhere and ended up in the same escalation process with no response. 

 

I eventually went straight to the top.
I promptly received a phone call/email AND have been assigned someone who is actively working on the issues and is in constant contact.

If you aren’t getting the help you need from guest services, change it up and reach out to someone new.

Email is usually best as it can be forwarded to different departments.

Good Luck Everyone! 

 

Edited March 26, 2023 by Jadn13

[Rick&Jeannie]

It would really go a long way towards helping other people if you shared exactly how you made this contact and with who...

 

Just sayin...

[Coral]

Or book with a travel agent?

[skynight]

And what were the issues.

[azbirdmom]

Thinking that you are talking about casino reservations and yes, it seems that the fastest and possibly only way to resolve these is to write an email to the executive group (elliott.org has a good list to use).  I've had to do it twice for two different cruises and both times they were things that the folks who answer the phone should have been empowered to resolve.  Actually I think that when Princess booked casino comped cruises in-house things were much better.  But now that function has been outsourced and off-shored and it's been awful.  Last fall when they first started I gave them a break thinking that there was a learning curve but things have not improved.

[azbirdmom]

1 hour ago, Coral said:

Or book with a travel agent?

 

If it's comped casino cruises our favorite TA wants nothing to do with them.  There seem to be more problems on these bookings than the normal ones and TAs get little to no compensation for them.  So she would prefer to not be involved in them.

[Coral]

15 minutes ago, azbirdmom said:

 

If it's comped casino cruises our favorite TA wants nothing to do with them.  There seem to be more problems on these bookings than the normal ones and TAs get little to no compensation for them.  So she would prefer to not be involved in them.

Got it. Since I don't get casino rates - I am not familiar with that side of things. I am guessing commission on comped cruises is very minimal. Thanks for the comment - I didn't think of that when posting.

Edited March 26, 2023 by Coral

[Jadn13]

Contacts: https://www.elliott.org/company-contacts/princess-cruise-lines/

 

The issues were plus packages disappearing from bookings, misspellings in name creating a new Princess Captain Circle number, I called to add airfare and lost all the transfers already paid for. I even booked a cruise and 24 hours later Princess cancelled it, I didn’t catch it for 2 weeks since I wasn’t notified and Princess didn’t issue a refund. (This cruise was reinstated with the original funds that Princess kept) 

 

It has been a lot

Edited March 27, 2023 by Jadn13

[Guest ldtr]

Any kind of misspellings or other errors in the information used for ID (birthdates, address, etc) has always resulted in a new CC number to be generated.  Those will certainly cause all kinds of problems since the CC number is one of the critical keys used to link passenger bookings, payments, fcd, fccs, etc.

 

As a result if I ever run into issues where something seems to be missing I do ask customer service to check for a duplicate CC number.  When booking, since I know that we have FCD's I always make sure that it does show the availability for FCDs for both of us.  I know if the system does not show the FCD that it has not properly linked to one of our accounts. The last time that happened was right after restart when my wife had not updated the address for her account.  When I created a booking put in her name, but used the same address feature it creased a new CC number for her since the address did not match her existing one.  When I got to payment my FCD was available and hers was not.  Had to call my PVP and sure enough the address mismatch resulted in her getting a new CC number on the booking.