I am officially stunned. After three different attempts over the last two weeks to contact someone through Princess's "Live Chat" (OMG what a total joke that is), I decided today to bite the bullet and call. I allotted myself quite a bit of time. A bit of backstory.... my husband and I had a little bit of OBC through a FCD that I promptly used to book two Princess shore excursions. Easy breezy. I then booked a few more excursions that I decided to cancel. And the fiasco begins.
Princess owes me $85, pure and simple. $64.95 on my account and $20.05 on my husband's. Every single "dummy" excursion booking shows the exact same thing. Credit is there, blatantly.
And yet I spent 90 MINUTES online with a very well-spoken and "couldn't be nicer" Princess agent who put me on hold three different times to figure out my issue. After the 3RD time on hold, he returned .... to tell me that "his shore excursion team says we are not owed a refund". You all don't know me, but trust me, I am known for my patience. I worked in Customer Service my whole life as do my children now. I could not have been nicer to Andre (his name) throughout the multiple holds. At this 90 minute breaking point, I demanded to speak to a supervisor. In a huff he agreed. Andre had seen on his screen EXACTLY what I was seeing.
After another 10+ minutes, a "Guest Services Supervisor" greeted me. The most polished corporate voice I think I've ever heard. Proceeded to solve my issue in less than three minutes. Told me how complicated it was for "newbies" to understand what it takes years to figure out where "credits and shore excursion bookings are concerned" And yet what I had on my booking screen and what Andre had on his, totally showed my $64.95 and my husband's $20.05 credits. So so not complicated.
At that point the supervisor said "Is there anything else I can help you with?"..... my response.... Perhaps some compensation for the 4 separate holds and 90+ minutes that I have been on this phone call, that you just solved in less than three minutes!?!
"Ah, I see here that you are Platinum with Princess. Good to know that you will continue to enjoy those benefits. There's nothing else I can do for you today. Please respond to the survey after this call". Dial Tone...... no survey.
My biggest regret... I did not get that "Supervisor's" name. It all happened so fast, and I was frankly so stunned that I didn't think to do it.
Supposedly the $85 that I was due from before I called is now going to being credited back to my credit card....... And that is supposed to be sufficient....