Unhappy with Princess customer service!

Please if you will read this whole post and help me understand what I may be doing wrong!

We cruised the Regal Princess from Feb. 25-March 4, 2018. This was to have been an Ocean Medallion cruise. As it turned out not for everyone on that cruise. We were given $50 OBC per person to compensate for the rollout mishap that Princess went through. Many people were given $100 OBC per person. I was happy with the $50, but I went to Passenger Services to ask why there was a difference. The representative onboard told me that NO BODY GOT ANY OBC FOR NOT GETTING *****. Even after I told him I did and he looked up my account he continued to tell me nobody had gotten OBC over this. I call this an outright lie, especially since he saw that I had $50pp on my account.

Upon returning home I emailed Customer Services Manager Lisa Black and stated what happened and asked for an explanation. Ms. Black never answered me and after a month and a day I decided to email Princess President Jan Swartz. I was contacted by someone from Princess by email who said he had tried to call me multiple times and if I wanted to talk to him I should call. I did and I got a recording without a return call.

This morning I called again and he answered the phone. I feel totally misunderstood and unappreciated by Princess. This person seemed to think my problem was that I wanted some money from Princess and that my problem was that I thought I hadn't gotten enough money as OBC from them. He proceeded to tell me that I got all I should have got. I tried to explain that all I wanted was an explanation as to why other people received more. I was told that I they were not talking about other people for privacy reasons. I was also told that I was misinformed and it seemed he was saying that I was asking for something that I was not asking for. Apparently customer services knows more about what I want than I do!!

Am I alone in my thinking that Princess Cruises owes me an explanation of why we were treated differently? I only wanted a reasonable answer, not lies, not a cold shoulder and certainly not the massive runaround I feel I was given today. We booked an interior cabin and I was fully expecting someone from Princess to nicely say "Hey you booked the lowest fare category cabin and $50 is all we were giving to interior cabins". I wasn't expecting to be told that what other people got is none of my concern.

Somebody please tell me what I did wrong, besides sailing Princess instead of sailing with the other cruise line we have sailed.

Thank you for your time reading this and for any input you can give me.

There are several possible reasons...but none of them make up for lack of customer service.

First is the issue of when you booked in relation to the announcement that the ***** would not be functional on the cruise. People who booked expecting the fully functional system may have received more OBC than those who booked later. Another issue might have been the level of cabin you booked.

Example--we were on the Caribbean Princess which has been plagued with very short port times due to an engine issue. We received no OBC as compensation because we booked after the issue was known; people who booked earlier received $100 pp. We also did one excursion that I found quite unsatisfactory and not what we were told it would be (one of the two activities was canceled due to lack of time). I complained at the excursion desk and completed their form. I also contacted Princess after the return home--no response from either approach. While we all enjoyed the activity we did, the excursion was NOT as described in the Princess literature. I honestly would have appreciated some sort of "make it right...whether as a partial refund, OBC on our next cruise, or whatever. Again, my e-mail elicited a form response stating that Princess would be contacting me. They never did.

How is your life going to change if you are told why there was a difference?

We were on the Regal the week before your cruise. I'm betting the people at passenger services can't tell the reason people have onboard credit--they just see the amounts and whether they're refundable or not.

We were in the $50 per person OBC class. We booked after the final payment date at a great casino rate, so I was happy to get anything. The others on the roll call thread for our cruise were reporting various amounts--nothing for those who called about a week or so before the cruise, $50, $60, and $100.

I was told that we were getting $50 since the voyage had already been designated an Ocean Medallion Preview cruise by the time I booked. But people who waited to call and had booked way beforehand still got nothing.

wow I feel your pain. I think most cruise lines have gotten tough skin over the years and I think even asking WHY can get one an rude answer.

It could be many reasons why you only got 50 instead of 100. Perhaps the interior was the reason. Still you did not deserve the way you were treated. At some point I think you will have to give up. But if you used a Travel agent perhaps they can fight the fight.

Otherwise I have learned of the years that some fights need to just be given up.

the industry is very competitive an yet one would think each cruise line would be nicer. But it is the opposite. They feel if you walk away mad well than another person will walk up eager to sail with them. You should try NCL or Disney. they treat folks pretty good.

How is your life going to change if you are told why there was a difference?

they would have an answer which is what they want. I think now it is most of the principal for them.

Please if you will read this whole post and help me understand what I may be doing wrong!

 

...

 

Am I alone in my thinking that Princess Cruises owes me an explanation of why we were treated differently? I only wanted a reasonable answer, not lies, not a cold shoulder and certainly not the massive runaround I feel I was given today. We booked an interior cabin and I was fully expecting someone from Princess to nicely say "Hey you booked the lowest fare category cabin and $50 is all we were giving to interior cabins". I wasn't expecting to be told that what other people got is none of my concern.

 

Somebody please tell me what I did wrong, besides sailing Princess instead of sailing with the other cruise line we have sailed.

 

Thank you for your time reading this and for any input you can give me.

While I don't think you are alone in wondering, I'm not sure they owe you any sort of explanation. It's like booking airfare, one person pays $100 for a certain flight, while another (same flight, same seating) only pays $50. While others may pay $200.

You got your OBC at a time when they were giving $50. Others got theirs at a time they were giving $100. Could related to category of room booked. Or loyalty club level. Or when they complained (if they complained).

they would have an answer which is what they want. I think now it is most of the principal for them.

The sad part is it’s not only Princess, my mom has owned a travel agency for 48 years, and has seen it get worse across the board. Trust me, they all act the same way. Oceans, Regent, Princess. All the same Corp structure. Days for responses, and have to call again. It seem to be the culture of the labor force all over. Saying I don’t know..... don’t let this stop you from sailing Princess again.

Sent from my iPhone using Forums

As far as the ***** as a pax, you don't show your card when buying a drink and the need in swiping it to open your door. What I don't understand is why anyone got any OBC in the first place.

OP, Princess' lack of response to your email queries is unacceptable. Presuming that your emails explained your issue as clearly as you have done, here, it would have been easy to send an email back to you. I really doubt that they would have provided the answer you were seeking, but that would have been better than ignoring you.

I hope your next cruise doesn't include any disappointments.

We were on the Regal for 21 days in Jan. We booked as a 14 day and a 7 day. In Dec we read here on CC some people were getting $100 OBC if they phoned. We ended up getting $150 for the 14 day and $50 for the 7 day. A few others reported the lower amount also. Seems it came down to the type of cabin booked. Not sure if this is the same for the OP but does not explain poor service at head office. I would not expect ship board front desk people to know everything head office is doing and why.

Please if you will read this whole post and help me understand what I may be doing wrong!

 

We cruised the Regal Princess from Feb. 25-March 4, 2018. This was to have been an Ocean Medallion cruise. As it turned out not for everyone on that cruise. We were given $50 OBC per person to compensate for the rollout mishap that Princess went through. Many people were given $100 OBC per person. I was happy with the $50, but I went to Passenger Services to ask why there was a difference. The representative onboard told me that NO BODY GOT ANY OBC FOR NOT GETTING *****. Even after I told him I did and he looked up my account he continued to tell me nobody had gotten OBC over this. I call this an outright lie, especially since he saw that I had $50pp on my account.

Upon returning home I emailed Customer Services Manager Lisa Black and stated what happened and asked for an explanation. Ms. Black never answered me and after a month and a day I decided to email Princess President Jan Swartz. I was contacted by someone from Princess by email who said he had tried to call me multiple times and if I wanted to talk to him I should call. I did and I got a recording without a return call.

This morning I called again and he answered the phone. I feel totally misunderstood and unappreciated by Princess. This person seemed to think my problem was that I wanted some money from Princess and that my problem was that I thought I hadn't gotten enough money as OBC from them. He proceeded to tell me that I got all I should have got. I tried to explain that all I wanted was an explanation as to why other people received more. I was told that I they were not talking about other people for privacy reasons. I was also told that I was misinformed and it seemed he was saying that I was asking for something that I was not asking for. Apparently customer services knows more about what I want than I do!!

 

Am I alone in my thinking that Princess Cruises owes me an explanation of why we were treated differently? I only wanted a reasonable answer, not lies, not a cold shoulder and certainly not the massive runaround I feel I was given today. We booked an interior cabin and I was fully expecting someone from Princess to nicely say "Hey you booked the lowest fare category cabin and $50 is all we were giving to interior cabins". I wasn't expecting to be told that what other people got is none of my concern.

 

Somebody please tell me what I did wrong, besides sailing Princess instead of sailing with the other cruise line we have sailed.

 

Thank you for your time reading this and for any input you can give me.

We were on the same sailing as you, $100 pp OBC is what we were given. We were in a balcony room, booked I believe in July 2017. Not sure if the date of booking or the type of room determined the amount of OBC but I sure don't blame you for being frustrated. I can deal with most things as long as I understand the rationale. I don't have to agree with the decision, just to understand how it was made. I just done think you are good ng to get that though from the sounds of it.

There are several possible reasons...but none of them make up for lack of customer service.

 

First is the issue of when you booked in relation to the announcement that the ***** would not be functional on the cruise. People who booked expecting the fully functional system may have received more OBC than those who booked later. Another issue might have been the level of cabin you booked.

 

Example--we were on the Caribbean Princess which has been plagued with very short port times due to an engine issue. We received no OBC as compensation because we booked after the issue was known; people who booked earlier received $100 pp. We also did one excursion that I found quite unsatisfactory and not what we were told it would be (one of the two activities was canceled due to lack of time). I complained at the excursion desk and completed their form. I also contacted Princess after the return home--no response from either approach. While we all enjoyed the activity we did' date=' the excursion was NOT as described in the Princess literature. I honestly would have appreciated some sort of "make it right...whether as a partial refund, OBC on our next cruise, or whatever. Again, my e-mail elicited a form response stating that Princess would be contacting me. They never did.[/quote']

I booked in September! The rep I talked to today tried telling me it was a last minute decision by corporate.

How is your life going to change if you are told why there was a difference?

One way my life will change is I won't feel like I was lied to and another I won't feel like once Princess got my money they were through with me.

Most people on the ship probably received $0 compensation for not having Ocean Medallion. Consider yourself lucky that you each received $50 OBC. They probably enjoyed their cruise even with out the OBC.

I agree - the people on the ship have no clue what CA corporate did.

I hope you enjoyed the $50 OBC. Corporate can change what they offer at any point. They have stopped giving any OBC out because of this. You were one of the lucky ones!

As others have said, there is no excuse for not getting back to you. Sorry asking a simple question has left you with a bad taste in our mouth as they say.

Princess was giving about 10% of your cruise fare, not the taxes and port changes but just cruise fare. Therefore some people got $100, some got $50 etc. That's about what they were doing when they first started giving out the OBC for not having the medallion and later on they weren't being that generous.

As far as the ***** as a pax, you don't show your card when buying a drink and the need in swiping it to open your door. What I don't understand is why anyone got any OBC in the first place.

When they announced and promoted the heck out of the *****, it was to do a lot more than open your door. It was to do an awful lot which sounded awfully enticing. I can tell you that one of the reasons I chose sailing on the Regal back in December was because I wanted to try the *****. The prices were a bit inflated for the sailings and I believe it was in direct correlation to the ***** being on board.

While I don't think you are alone in wondering, I'm not sure they owe you any sort of explanation. It's like booking airfare, one person pays $100 for a certain flight, while another (same flight, same seating) only pays $50. While others may pay $200.

 

You got your OBC at a time when they were giving $50. Others got theirs at a time they were giving $100. Could related to category of room booked. Or loyalty club level. Or when they complained (if they complained).

Thank you for responding, but I don't view it the same as an airplane flight. One reason is that it has been my personal experience that when there is a problem with a flight customers are treated mostly the same. For instance, I was booked on a flight that was delayed eight hours for a malfunction and all passengers were offered the same amount of compensation as a future flight credit as well as the same amount in food vouchers while we were at the airport. Another time the airline worked with everyone booked to get us on another flight to our destination and we were given compensation based on the length of time it took us to get to the destination. Everybody that arrived in one window of time got the same compensation and people that arrived in the next window of time got the same. Of course, that compensation is dictated by FAA flight rules.

Most people on the ship probably received $0 compensation for not having Ocean Medallion. Consider yourself lucky that you each received $50 OBC. They probably enjoyed their cruise even with out the OBC.

 

I agree - the people on the ship have no clue what CA corporate did.

 

I hope you enjoyed the $50 OBC. Corporate can change what they offer at any point. They have stopped giving any OBC out because of this. You were one of the lucky ones!

I did consider myself lucky to have gotten the $50. I just wanted to know why some got more both before and after I was given $50. At no time did I ever ask for any additional OBC, I just wanted to know why there was a difference in what people were getting and being told. I would have been happy with being told that we are sorry but it wasn't handled in the best way.

Give up on trying for an explanation. I doubt anybody at Princess actually has the answer. Many people called and received zero OBC. Others received some and, as you know, still others received more. It can be as simple as who you talked with at Princess. Seriously. I was told no compensation for lack of the medallion on Caribbean Princess. I asked to speak with someone else who happily gave us $50 each. I would have been fine with zero but figured I'd give it a shot as others were reporting that they got OBC. If I had gotten nothing I would have just continued on and had a great cruise anyway. I figure it's not worth my time to wonder why or to be upset. It won't hurt Princess or anybody at all but me. There is enough worry and hassle in the world without me adding any more to my plate.

Hopefully you enjoyed your cruise. Let it go. You will never get a satisfactory answer. At best, you might get an answer designed to make you feel better but it's doubtful that it would be an accurate answer. Look at it like this: I booked a cruise for late 2019. My cabin is currently selling for $550 per person more than I paid. There will be lots of folks who snap up the cruise at that increased price and think they got a great deal. I'm almost positive the cruise will increase even more in price and other folks will snap it up thinking they got a great deal. Our last cruise was the same. I booked very early and watched as the same cabin went up to $1,100 per person more than I paid. I would not be at all surprised to find that there weren't folks who paid less than I did. Someone will always pay less or "get more". I can't let it worry me.

I did consider myself lucky to have gotten the $50. I just wanted to know why some got more both before and after I was given $50. At no time did I ever ask for any additional OBC, I just wanted to know why there was a difference in what people were getting and being told. I would have been happy with being told that we are sorry but it wasn't handled in the best way.

Because it was a percentage based upon cruise fare!

"I was told that I they were not talking about other people for privacy reasons."

Interesting response...there is no privacy issue when talking about a generic group of people. Privacy only comes up if the rep said, "Fred Smith in B207 got more than you and Jean McDougal in C302 didn't get anything".:rolleyes:

I am pretty sure that the amount of OBC given was not determined by the fare paid.

Our family sailed on the Regal on February 4, 2018. Booking was made in March of 2017.

The people in double cabins got the same $100 as the person who sailed solo, and she paid a LOT more per person than we did.

Also, we had booked thru a TA, but I called Princess myself to ask about if we would have the ***** for our sailing. I was referred to Customer Service by the person who answered the phone. The CS person offered the $100 after a chat of perhaps one minute.

I can't remember when I placed that call. I do know that is was after I determined that we would not have *****. (We were right down the hallway on Baja from the ***** rooms. Saw plenty of frustrated people trying to get into their rooms)

Lil

It sounds like the OP received poor customer service.

I can only think that the Princess customer service personnel have become used to people complaining about the ***** (I know the OP was not doing this), and they have just come to expect that any question of this type is a prelude to a customer expecting to be compensated.

I personally have seen people complain on board, and even more often read about it on these boards, about things that frankly seemed ludicrous, and then expecting OBC. Once again, I am not saying the OP was doing this, but I am just postulating why the service people are so quick to react negatively. Also, once again, I am not saying that Princess handled the OP's enquiry properly.

Princess seems to have botched the ***** rollout thoroughly, but as other posters mentioned, I personally saw very little actually benefit to having the *****. I guess the failed rollout was only a precursor to further failures on the customer service end.

As others have said, all the OP (and the rest of us) can do, is enjoy our vacations, and not worry about things we cannot do anything about. To be honest, I would be irked if I was treated like the OP, but I would also just let it pass. Life is just too short.

My experience with customer service at Princess (which is by no means unique to Princess) is that no one will ever write (it's a lost art) and that you will not be contacted by shoreside customer service without pursuing the point.

My experience with RCCL is that they are much much worse.