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!