ericmcgovern

Thanks for the info everyone! I will try the other avenues suggested - I am so deep into this, a few more hours of contacting folks can't hurt. I did send quite a bit of evidence to the credit card - that plainly shows when we were diagnosed and when our bookings were (as well as the fact that we had isolated for 5 days). I am hopeful that someone will take the time to read through it, because it is plain as day that we are owed a refund.

I know folks have been posting about their trials and tribulations with Princess Customer Support, but wondering if anyone has advice for getting a refund. Back in April, my entire family tested positive for COVID about 3/5 of the way through a cruise. We were kept in isolation (thankfully we stayed in our room) until the end of the cruise. Unfortunately for us, we had a few spa appointments and specialty dining reservations we had already paid for. We were assured multiple times by multiple staff members that everything would be taken care of. I called (and logged all of my calls) to the front desk, medical and the various booking areas all the way up to the last day of the cruise as my folio was still showing the charges. When we disembarked - the folio we were emailed was a mess - showing just a few items for one of us - and the bulk of the amount appearing as a single line item coming in from my daughter's folio. Due to this, I assumed we were overcharged, but couldn't confirm it. After nearly a month of calling, waiting on hold and giving up (and trying chat / email with no luck) I was finally able to get ahold of someone who understood and sent me what I can only assume is a complete raw dump of our folio. I then spent several hours trying to decode how the charges worked and determined that yes indeed we were overcharged as none of the items after our isolation began were removed. So began the phone adventure again, after another month finally able to get ahold of someone who *I think* understood what I was trying to do - and indicated I would get a check in 6-8 weeks with the refund amount. When nothing showed up, we finally filed a claim with our credit card - as that seems to be the only way to get this resolved. I just spent another few hours compiling all the documentation, typing it up and sending it to the credit card - at this point I am probably at least 15 hours of time into this. This entire exercise is silly to me - I feel like if I could just speak with someone who could understand the basics this would all be sorted. We went into isolation on date X and therefore we should have zero charges from date X until the end of the cruise (which is when isolation ended). I would normally just let this go, but it is not a small amount of money. Has anyone had success getting through to someone that isn't just a customer support rep who can't see anything and isn't used to dealing with this type of issue? Twitter? Letter to the CEO? Carrier pigeon back to the ship? Apologies for the lengthy post and thanks for any pointers!