Calievie

hi Harris.  Thankfully the charges were all from the same credit card.  Thanks so much for responding. 

Thanks much for the tip.  That's a great way to think about it.  Appreciate your response.  Have a great day!

I want to be clear that I have not been on the cruise and this review is in regards to the refund process that I've experienced.  I purchased this cruise in Feb 2019.  I made several payments over the year and paid off the cruise in February 2020.  The final cruise payment due date was August 10th, 2020.  With everything going on with the virus, I canceled my cruise on August 8th and requested a full refund.  My sailing is not yet canceled, although they have canceled all other cruises through October 31, 2020.  My cruise is scheduled for November, 2020.  Upon my cancelling, I was told that it could take 30-60 days to receive payment.  What I find odd is that 11 days later, I noticed 2 refunds credited to my credit card.  One credit for $533.01 and another for $700.  I realize that they are literally refunding me for every payment that I made over the course of a year.  I think that is inefficient but at least I'm getting my money back.  Well...2 days later and I've received no more refunds.  I called Celebrity and asked them about the process.  This is where I have an issue.  I called and spoke with a customer service rep.  She said back end accounting sets up the refunds so she could not help me and she could not connect me to back end accounting.  I told her I made 11 payments over the course of 2019 and wanted to know if they are going to refund all the payments within the next few days or if they are going to string it along for 60 days?  She did not know because she was front end.  Again, she could not tell me what the plan was and she would not give me anyone to talk to in accounting. I gave her feedback and let her know that I will need to rethink my next cruise line.  If I can't trust them to give me simple information about a refund, I definitely can't trust them with my safety in a foreign country.  I'm traveling alone so safety is important to me.  Anyway, it was a very bad experience and I'm disappointed.  I did not need them to change anything or make any special allowances.  I'm fine if they need to take 60 days to pay me back but let me know the plan so I can plan accordingly.  Do you all have any ideas how I can find out about my refund plan?  

hi all, 

Here is a update. Princess came through for me and allocated me the additional $200.  They said it was an accounting snafu (just as many of you mentioned).  Thanks all for your help.  It made me realize I wasn't losing my mind.

Happy Sailing!

C

Oh that could very well be the case, Crystal.  I guess it depends on if they use the non-refundable credits first, as another responder said or if they use them last.  I haven't heard back from Princess yet but I definitely have a great appreciation for this board!  You guys are great!

link doesn't work but all I know is that I paid extra for a mocha.  You can quote whoever you like but that's what happened with my drink package.  Maybe the barista made a mistake but that was my experience.  Sorry to get you all annoyed but this was my experience. I'm glad you had such a great experience that you do all this legwork to defend their honor.  I'm not against Princess.  I just want to understand but I took another responder's advice and went directly to customer service with my chronological information.  Thanks everyone for all your responses.  I'll definitely come back here for some great tips!  Ciao.

coffee drinks...as in mochas, etc.  

 Hi there, I hope you can help me with some tips on how to get my full refund. About 4-5 months before my cruise started, I Purchased a drink package for $758. Around the same time (before cruise start) I also purchased my excursions. The excursion total came to $499.75, which I paid $299.75 because a $200 onboard credits was applied.  If the credit is applied, isn't it over and done with, used up?  Doesn't that mean I no longer have the credit to use?  If I go to the store and return something and get a store credit and then purchase something else, the credit is over right?  I ask because this credit is causing me much confusion.  Here's my story...

After the first day of cruising, I realized that the drink package would not work for me as I don’t drink that much alcohol and it did not cover as many options (canned soda, large waters, coffee drinks, etc)as I thought. It was clear that purchasing beverages as I go, was better for me, economically.  I went to  customer service and requested a refund. I was told that a refund would be given to me, retroactively...meaning that I would pay for the first 2 days of the drink package and then pay for all other beverages as I go. Princess kept telling me that their offices were closed so it was taking a while to issue the refund.The refund showed up on my cruiseline folio about 4 days later.  It was not retroactive as originally stated.  The folio indicates a refund of $758 (-758) plus the addition of all the charges that I had from the beginning of the cruise.   This was fine with me.  I noticed that as I purchased items, my refund would get smaller because they were applying whatever I purchased to that refund. Again, I had no problems with that. My problem came about when I went to customer service the night before cruise end to close out my account and receive the refund of $521 onto my credit card. At that time, I was told that I would not receive a refund on my credit card. I was told that I would receive a check in the mail up to six weeks later!  This was news to me as it was not communicated when I requested the refund.  But I went with it.  It was annoying but ok...if that's the rule.  I was also told that they were keeping $200 for a non-refundable shipboard credit. This, I don’t understand because I used the onboard credit (according to the emails and all information they sent me) for my excursions a few months before I got on the ship! How can they take something that was already used?  Can someone please explain this to me? I paid for the drink package in full so why am I only getting a partial credit of 321, instead of the 521 (less ship board purchases) owed to me? If I didn’t purchase the drink package in the first place, they could not take $200 from me. I’m very confused and no one seems to really understand why they can do this.  The customer service people can't seem to explain it to me either.  If I can get an explanation that makes sense, maybe I would not feel cheated.  How can something like a $200 credit, that seemed nice at the time, turn into a nightmare used to punish me for returning the drink package (which is totally not related). Please help!  This was my third Princess cruise and it might be my last because of this experience. I generally go with a group of 5 and they are waiting to see where this goes before setting up our next voyage. Thanks for any help you can give.

 Hi there, I hope you can help me with some tips on how to get my full refund. About 4-5 months before my cruise started, I Purchased a drink package for $758. Around the same time (before cruise start) I also purchased my excursions. The total came to $499.75, which I paid $299.75 because $200 in onboard credits was applied to my excursion total.

After the first day of cruising, I realized that the drink package would not work for me as I don’t drink that much alcohol and it did not cover as many options (canned soda, large waters, coffee drinks, etc)as I thought. It was clear that purchasing beverages as I go, was better for me, economically.  I went to  customer service and requested a refund. I was told that a refund would be given to me, retroactively...meaning that I would pay for the first 2 days of the drink package and then pay for all other beverages as I go. Princess kept telling me that their offices were closed so it was taking a while to issue the refund.The refund showed up on my cruiseline folio about 4 days later.  It was not retroactive as originally stated.  The folio indicates a refund of $758 (-758) plus the addition of all the charges that I had from the beginning of the cruise.   This was fine with me.  I noticed that as I purchased items, my refund would get smaller because they were applying whatever I purchased to that refund. Again, I had no problems with that. My problem came about when I went to customer service the night before cruise end to close out my account and receive the refund of $521 onto my credit card. At that time, I was told that I would not receive  A refund on my credit card. I was told that I would reveive a check in the mail up to six weeks later! I was also told that they were keeping $200 for a non-refundable shipboard credit. I don’t understand this because I used the onboard credit for my excursions a few months before I got on the ship! Can someone please explain this to me? I paid for the drink package in full so why am I only getting a partial credit of 321, instead of the 521 (less ship board purchases) owed to me? If I didn’t purchase the drink package in the first place, they could not take $200 from me. I’m very confused. Please help!  This was my third princess cruise and it might be my last because of this experience. I generally go with a group of 5 and they are waiting to see where this goes before setting up our next voyage. Thanks for any help you can give.