Kira KH

They definitely have something to do with Princess. Their email addresses are all @princesscruises and when they call, it’s the official Princess phone number. They’re independent contractors working for Princess. regardless, thank you for your comment and well wishes. I hope we can find some resolution.

My parents are dealing with a very similar situation. They paid Princess for this package but there are “known system issues” that prevent them from being able to log in or access their credits. They sail in 20 days and have been told they need to pay gratuities, excursions, flights, and hotel out of pocket until these issues resolve. We are receiving no help from Princess or ONE Company, the company that manages Princess Promotions. We have contacted our state senators and congresspeople and are looking into consumer protection agencies that may help us.

I would definitely not give Princess Promotions your money. My parents paid and immediately were locked out. It’s been 8 weeks with no answers, no help, nothing. If they want to book hotel, flight, or excursions, they are unable to apply their already purchased credits - they’re told they need to pay out of pocket until the issue is fixed, but no one can or will fix the issue.

Hi! My parents are having significant issues with Princess promotions after purchasing one of these packages. Were you ever able to resolve things? Do you have any contact info for people at PP or ONE that were responsive?

Yes. I have emailed and called personally, as has my mom. They are all contractors with princess email addresses, but they work for a company called Open Network Exchange. They’re the ones giving us the run around. When we call princess, they transfer us to them. No one will take accountability here.

Thank you for this info. I’ve reached out to this email and am hoping for a reply.

No - my dad has a work phone that he’s unable to download apps on and my mom has tried and is locked out of the app. They can view the cruise on the princess website when they log in. When they try to use the personalizer or cruise planner, they receive an error code.

I apologize for not making sense. This whole thing doesn’t make sense. To answer your question, though, yes, an agent could book the wifi or the flights, but they will not use the credits. Apparently because it’s locked, they will not apply the credit for my parents. For airfare, they quoted my parents prices and told them they’d have to pay out of pocket. My parents declined and booked on their own outside of Princess. Still had to pay out of pocket, but got a better flight. i agree that they’re responsible for the administration. That’s the problem - they’re not taking responsibility. They keep pushing it off and saying it’s a known issue.

Princess will not apply the credits for my parents. They’ve been told they need to pay out of pocket until the system issues resolve.

Thank you for your reply Wally. Part of the problem is the credits. Yes, they could book on their own, but can’t access air credits or on board credits. They paid out a lot of money up front and it’s now just locked away. Princess has offered no compensation or solution. They just saw it’s a known issue and they’re working on it. i guess I’m trying to find other avenues to get this resolved. Emailing a few of their VPs has done nothing, asking for this to be escalated has done nothing. I’m not sure what else to do here to help them unlock their money.

Thank you for your reply Wally. Part of the problem is the credits. Yes, they could book on their own, but can’t access air credits or on board credits. They paid out a lot of money up front and it’s now just locked away. Princess has offered no compensation or solution. They just saw it’s a known issue and they’re working on it. i guess I’m trying to find other avenues to get this resolved. Emailing a few of their VPs has done nothing, asking for this to be escalated has done nothing. I’m not sure what else to do here to help them unlock their money.

I believe they did purchase insurance, but it was through princess promotions and they’re unable to access any of the information on it.

Hi everyone, I’ll preface this by saying I’m asking for my parents, so I don’t have all of the details/information. My parents purchased a package through princess promotions in November. This included cruise credit, air credit, hotel credit, hotel discounts, free hotel nights, and on board credit. The salesperson who sold them the package booked the cruise for them, which sails in 21 days. Since purchasing this package, my parents have been locked out of princess promotions. They cannot log in and see cruise details, access the cruise planner, see their credits, etc. We can see that they’re booked on the cruise when they log in through princess.com, but they’re locked out of accessing anything that they purchased. My mom has been calling princess regularly and at this point, almost daily. She keeps being shuffled around to different IT and customer service reps. She’s being told that this is a known issue (the inability to log in) and there’s nothing they can do. At this point, they’ve purchased their airfare on their own (not using the credits they’ve already paid for) because they needed to finalize those details. They can’t check in, they can’t book excursions (and they’ll only have the option of whatever is left at this point), they can’t purchase a wifi package - they literally can’t do anything to prepare for this cruise. In addition, the money that they’ve already paid is essentially being held hostage - they can’t access it, can’t see it, and can’t use it. It’s been two months of this with no resolution. I’ve reached out to the names listed on the Elliot Report website to no avail. No response and no action taken. Does anyone have any idea what they should do or who we can contact to get some movement here? Thanks!