Major mess up by Princess upgrade

[SargassoPirate]

16 hours ago, Host CJSKIDS said:

Well, I finally got a hold of my CVP and they were able to reverse the mistake. 
 

Dealing with customer service is terrible and I can now see the extreme frustration that everyone feels when dealing with this. 
 

Not being able to get directly to customer service is awful. Princess has got to make some changes. 

I am saddened by your experience because it demonstrated the big decline in Princess customer service, but also happy that you have first hand experience with what folks here have been complaining about.

 

Your experience illustrates why I do my own booking online with Princess, which seems to work ok for me, and then I turn the booking over to the travel department of the unmentionable warehouse where I shop.

 

After that, if any issues arise, the travel department reps handle dealing with Princess.

[Lady Arwen]

16 hours ago, voljeep said:

congratulations you got that all cleared.  Back home Monday from rehab, still non-weight bearing for at least 4 more weeks, then go from there. I've got to file a claim with AON - 5 days before cruise, definitely medical reason...

Wishing you a speedy recovery!  Take the time to heal and let your body rest.  You will have no problem with the Princess insurance.  Have a nice quiet Thanksgiving day.  Cheers!

[Lady Arwen]

8 hours ago, Carnevale said:

What is a CVP?

Cruise Vacation Planner.  Used to be Princess Vacation Planner -  PVP

[rocklinmom]

If someone uses a CVP (out of desperation since I'd rather get a root canal than use the overseas call center again) can they still control their own booking? I would want to still be able to do anything I want in my Personalizer and on the app. I know you can't do a lot of things yourself if you use a TA but what about with a CVP? 

[azbirdmom]

2 minutes ago, rocklinmom said:

If someone uses a CVP (out of desperation since I'd rather get a root canal than use the overseas call center again) can they still control their own booking? I would want to still be able to do anything I want in my Personalizer and on the app. I know you can't do a lot of things yourself if you use a TA but what about with a CVP? 

Yes, the booking is through Princess so all of the views and functions that aren't available when you book through a TA are there.  We have a wonderful TA but she won't touch casino bookings.  I had booked a couple through the offshore call center and had to get corporate involved to fix them.  Some months after that we were assigned a CVP.  He is one of the outsourced folks in London and actually seems pretty good.  What I see for the cruise booked through the call center vs. the cruise booked through the CVP is the same.

[Torfamm]

I’m curious. When you chatted with them them did you ask to be moved to a specific cabin or just ask to change cabins?

Edited November 24, 2023 by Torfamm

[Host CJSKIDS]

18 minutes ago, Torfamm said:

I’m curious. When you chatted with them them did you ask to be moved to a specific cabin or just ask to change cabins?

all I asked was if there was another cabin available in that category as others have discussed on here. 
 

Joseph claimed he would fill out something and see. I made sure to say that I didn't want anything to screw up my booking and was assured it wouldn't. 
 

I had the transcript emailed to me so I had proof of it all as well as snapped pictures. 

It was sincerely an extremely difficult situation to deal with yesterday and annoying to be told, they have a process. They couldnt transfer me to customer service, I couldn't talk to a supervisor, etc. 

I was also told this is what happens when you call 800 Princess. I said I didn't call that number, I called a 661-number in Santa Clarita.  My major problem was they would ask me a question, I would explain to them What happened  and they would come back and  ask me another question that I had already answered. 
Guess there is incompetence everywhere! 

 

 

[Torfamm]

9 minutes ago, Host CJSKIDS said:

all I asked was if there was another cabin available in that category as others have discussed on here. 
 

Joseph claimed he would fill out something and see. I made sure to say that I didn't want anything to screw up my booking and was assured it wouldn't. 
 

I had the transcript emailed to me so I had proof of it all as well as snapped pictures. 

It was sincerely an extremely difficult situation to deal with yesterday and annoying to be told, they have a process. They couldnt transfer me to customer service, I couldn't talk to a supervisor, etc. 

I was also told this is what happens when you call 800 Princess. I said I didn't call that number, I called a 661-number in Santa Clarita.  My major problem was they would ask me a question, I would explain to them What happened  and they would come back and  ask me another question that I had already answered. 
Guess there is incompetence everywhere! 

 

 

So frustrating! I’ve never asked for an upgraded cabin to be changed without just being moved immediately. I’ve looked online and have picked the one I want before calling the two times I’ve asked to move. In both cases, the answer was, “Yes, it’s available. I can move you”. 

 

This is a great warning not to proceed if the process the agent says they will follow is “filling out a form”

[Steelers36]

On 11/23/2023 at 1:25 AM, Host CJSKIDS said:

she got me into the same cabin as they hadn't given it away. Shocking because the ship is basically sold out 

Remember a ship can appear sold out, but they have to have inventory to eventually fill whatever GTY bookings exist.

[Host CJSKIDS]

On 11/22/2023 at 10:38 PM, hotdogworm said:

I am so sorry you had to go through that!  I worked for Princess as a Customer Service phone rep for 9 years before the shutdown.  Several times when I have called in now I have tried to tell the rep how to do what I need done and they can't even follow that and usually end up messing everything up.  If they ever bring back the customer service stateside I would apply again.  I actually loved helping people plan their cruises, I didn't do it for the money and would have gladly taken a pay cut to come back to work there. So it's sad to hear stories like this.  Have a great cruise!

 

Thank you very much and sorry to hear you were swept up in the covid layoffs that then got outsourced.  Would be great if one day they brought it back and. you could go back to the job you loved.