From gushing to total disappointment in 75 minutes!!

I called princess to ask a simple question after gushing about how much I loved my cruise. After 1.25 hours on the phone, I'm totally disappointed with how this situation was handled.

Here is the issue-- please tell me if your experiences have been similar.

I had refundable and nonrefundable credits when I boarded my cruise. I totally understand the difference and knew that I needed to spend a certain amount, which I did. After waiting six weeks for my check, I called and was told that I'm not entitled to a refund. Why???? Because I FIRST used all of my REFUNDABLE credit and then the nonrefundable is used-- if there is any extra at all, I lose it.

I've never heard this before!!

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That seems crazy to me. You would have docked up spending on your cruise card and not nominated that it should come off the 'refundable' portion of your account. I thought they first of all used up the 'nonrefundable' portion.

With this happening, the only way to avoid it would be to ask for cash to clear the 'refundable' portion at the start of the cruise, but I wouldn't be surprised if they said it could not be done until the end.

All the best with trying to get this sorted out.:)

Call back and ask that question again. Unless they've changed the rules without telling anyone...that information is incorrect. We get Veteran's OBC and have often had OBC left over. Always gotten a check for any amount of refundable that was left. This is experience from 18 cruises.

I called princess to ask a simple question after gushing about how much I loved my cruise. After 1.25 hours on the phone, I'm totally disappointed with how this situation was handled.

Here is the issue-- please tell me if your experiences have been similar.

I had refundable and nonrefundable credits when I boarded my cruise. I totally understand the difference and knew that I needed to spend a certain amount, which I did. After waiting six weeks for my check, I called and was told that I'm not entitled to a refund. Why???? Because I FIRST used all of my REFUNDABLE credit and then the nonrefundable is used-- if there is any extra at all, I lose it.

I've never heard this before!!

 

 

 

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For me they used the non refundable first then the other and i got a check in the mail about 2-3 weeks later.

As others have said, it has always been non-ref before ref. You currently must be living in Bizarro World. (I am in the US - which could be considered Bizarro World by some.)

Sorry but you are going to have to be on the telephone for long time again.

How does one make sure that non-refundable is used first? I have both as well.

Once on the ship do I need to request this? Also, if I add money to my account before the cruise to allow for excursions and do not use it all on the cruise is it refunded with a check in the mail?

:confused:

That does not seem right. Call back and get another representative.. If not satisfied speak to the supervisor. Has it been 2-3 weeks since your cruise? The check may still be coming. These checks are handled by an outsource company and comes in an envelope from a non Princess letterhead you will not recognize.

I too have had a mix of refundable OBC and received a check for what I did not spend. I was told it would be automatic and I did not need to do anything. There was no specifying what charges came out of refundable vs non-refundable during the cruise at all.

Non-refundable OBC should be used first, and I thought that was automatic. It's not as if they ask us which we want to spend first. I agree; speak to someone else. Good luck!

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I agree, call again. :(

I was on the Crown last week, and the account statements clearly stated what was refundable and not, and the non-refundable was used first. Unfortunately I missed the fine, pale print at the bottom saying to check the passenger service desk to get refunds under $25, as I expected them to put at back on my credit card. Any chance I could still get it? It was $14.

Thanks for all the posts. I have learned quite a bit from this thread in case I ever need it.

Needing it is the problem. I have had up to $860 OBC and everywhere in between and HAVE NEVER had any OBC left at end of the cruise. And I am not even an alcohol or coca cola drinker!!! Grin. What with a few souvenirs, a couple specialty drinks, a few photos, a couple tours, I use mine up!

Good luck and be persistent!!!!! It seems you are due back your monies(if over $25).

Pooh

Call again and ask to speak to a supervisor .

Tony

Thanks for the info. I will check to make sure non-refundable is used first!

How does one make sure that non-refundable is used first? I have both as well.

Once on the ship do I need to request this?

I was on the Crown last week, and the account statements clearly stated what was refundable and not, and the non-refundable was used first.

On my cruise in May, at the start of the cruise the Stateroom Account Summary (like donswife) listed the total of refundable and the total of non-refundable.

As OBC was used up, the non-refundable was depleted first. Once the non-refundable was used up, the printout no longer showed a total of OBC marked either way, just listed a negative balance.

(Of course, by the end of the cruise we had used up all the OBC, so there was no refund to worry about.)

The OP needs to look at any account summaries she has and the disembarkation day final statement to see what they say about remaining OBC.

Have you ever heard the saying for Princess? If you have a question, call, if you don't like the answer, call back....its called HUCA...Hang up, Call again. You can ask the same question to five different agents, and get five different answers.

As a side note, similar to the OP, I had an issue with my BVE, I called the customer service line to speak to a representative in that department, I was told NO. I said excuse me, she said I should write a letter, I said NO again and put me through IMMEDIATELY, NOW, she got the point.

I called princess to ask a simple question after gushing about how much I loved my cruise. After 1.25 hours on the phone, I'm totally disappointed with how this situation was handled.

Here is the issue-- please tell me if your experiences have been similar.

I had refundable and nonrefundable credits when I boarded my cruise. I totally understand the difference and knew that I needed to spend a certain amount, which I did. After waiting six weeks for my check, I called and was told that I'm not entitled to a refund. Why???? Because I FIRST used all of my REFUNDABLE credit and then the nonrefundable is used-- if there is any extra at all, I lose it.

I've never heard this before!!

The refundable amount should have been shown on your final bill.

Assuming you still have this paperwork, use it as a reference when phoning Princess back. Just ask them "I had a refundable credit balance on my cruise; what is the process for getting this money back?" no long stories, just short and sweet.

It used to be the policy you couldn't leave the ship with a positive balance, but they have now switched to crediting your card of record.

 

It used to be the policy you couldn't leave the ship with a positive balance, but they have now switched to crediting your card of record.

And they have switched again to weeks later mailing you a check in a plain white envelope with a name of a bank you never use showing and thus throw away without opening thinking it is junk mail.

I called princess to ask a simple question after gushing about how much I loved my cruise. After 1.25 hours on the phone, I'm totally disappointed with how this situation was handled.

Here is the issue-- please tell me if your experiences have been similar.

I had refundable and nonrefundable credits when I boarded my cruise. I totally understand the difference and knew that I needed to spend a certain amount, which I did. After waiting six weeks for my check, I called and was told that I'm not entitled to a refund. Why???? Because I FIRST used all of my REFUNDABLE credit and then the nonrefundable is used-- if there is any extra at all, I lose it.

I've never heard this before!!

The non-refundable should be the default. Call again.

Something is not right here, or Princess has changed their systems without informing anyone. On cruises where I had a net credit balance any refundable amount was returned. There is no way for a passenger to designate which OBC is used first. It is all in the same pot. The formula for returning OBC is programed into the Princess accounting system. Call back, try a facebook inquiry, or write a letter.

Thanks for all the posts. I have learned quite a bit from this thread in case I ever need it.

 

Needing it is the problem. I have had up to $860 OBC and everywhere in between and HAVE NEVER had any OBC left at end of the cruise. And I am not even an alcohol or coca cola drinker!!! Grin. What with a few souvenirs, a couple specialty drinks, a few photos, a couple tours, I use mine up!

 

Good luck and be persistent!!!!! It seems you are due back your monies(if over $25).

 

Pooh

I totally agree and never have to worry about getting OBC back. Mine usually all goes to "casino tax". But then again, I don't make my lunch for exploring the ports and trips ashore from the breakfast buffet!!! :rolleyes::rolleyes::rolleyes:

Ok-- here is the update (I was still on hold when I made the original post). I would have actually spent all of my OBC-- but I had some damage to my laundry on the last day, so I had a $40 credit. I found out at that point from guest services that I cannot take it out but will receive it in the mail. Ok-- annoying but I still had 5 weeks of vacation left so I figured the check would greet me when I got home. When it didn't, I called and was told the above BY A SUPERVISOR. When the original rep told me it wasn't sent because it's non-refundable, I asked for a supervisor who told me "we use refundable first". I asked for that documented somewhere-- nope, even the internal documents said (according to her) just that there is refundable and nonrefundable. I asked how she decided refundable was first, I was told "experience with how we do business".

Ultimately, after much more holding, she SAID I will receive a check in 4-6 weeks. Whether that will happen, who knows.

At the end, I am just VERY concerned about cruising princess again (although I had several pre-cruise issues with phone reps and had an AWESOME cruise)-- but hearing what everyone else said makes me a little more comfortable. I will try to remember to post an update when I receive my money.

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Wait!! There's more!!

Just got off the phone with a POST-cruise specialist (she called me). Checks didn't get cut for this sailing yet (she totally acknowledged they are behind)-- given everything else, this didn't bother me. And yes, the rep and the "supervisor" were both wrong: nonrefundable first!!

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Wait!! There's more!!

Just got off the phone with a POST-cruise specialist (she called me). Checks didn't get cut for this sailing yet (she totally acknowledged they are behind)-- given everything else, this didn't bother me. And yes, the rep and the "supervisor" were both wrong: nonrefundable first!!

 

 

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Don't let the landlocked who have probably never stepped foot on a Princess cruise cause you to not sail Princess again. :(

Ok-- here is the update (I was still on hold when I made the original post). I would have actually spent all of my OBC-- but I had some damage to my laundry on the last day, so I had a $40 credit.

 

My wife had a similar problem, where they said they had to mail her for a replacement blouse. They asked for her mailing address: and due to a recent series of medical procedures she couldn't remember it. It's amazing how quickly they paid her the $50 in cash! Just an fyi!

Ok-- here is the update (I was still on hold when I made the original post). I would have actually spent all of my OBC-- but I had some damage to my laundry on the last day, so I had a $40 credit.

 

My wife had a similar problem, where they said they had to mail her for a replacement blouse. They asked for her mailing address: and due to a recent series of medical procedures she couldn't remember it. It's amazing how quickly they paid her the $50 in cash! Just an fyi!

 

We never get off any cruise with them owing us money & expect to see it in the mail. There's to much of a possibility of not receiving it.

Go to the casino & charge it, play & cash out. At least you know you've got your cash back.