Not as bad as OP story, but I can vouch that Princess is employing some incompetent people. We are booked on 14 days Med cruise and I booked EZ air with Princess. Before the cut off date price for air had dropped 2x. Got repriced, refund to be issued 7-10 days. 2 months later I found out that refund was never requested by the agent. Got my own TA involved, promised refund in a few days. Will see...