Caribbean Princess delayed!

[DMC778]

After reading thru here I gotta say if you haven't had all your plans change because of a cruise cancellation you wouldn't be so nasty about what Princess is doing for everyone.

 

We were booked on March 25th. We got the email at 4:48 P.M. that it was cancelled. We tried every other cruise out of San Juan but they were already full. Then we spent 3 nights of constant computer work trying to change flights, cruises. etc. Then there was the change of work schedules, have someone take care of my mom, etc.

 

So, we are going on the April 8 cruise because we like the itinerary. Otherwise we would have stayed away from Princess. We have had our credit card charged for the entire amount and haven't received our cruise credit yet. This cruise is more expensive and so even with the discount we are paying more as well as the airline change fees which won't be reimbursed until they are processed through customer service. We lose our onboard credits from the last cruise because "we are already getting a discount".

 

Here's the kicker . . . I bought extra onboard credits through Princess and also a coffee card. I figured it would be a nice surprise for my husband. I have spent 3 hours on the phone with Princess last week. It was supposed to be refunded by Monday. They can't switch it to my new booking??? (Why?) and yesterday they told me that I might not receive the credit to my debit card for it for 6 weeks. it is in the hands of the finance department. By the way, I was supposed to get a call yersterday afternoon or this morning after they spoke to that department. Nothing yet!

 

P.S. The other couple going with us had to cancel for April 8 because the airfare would have cost them an additional $900.00 total. I understand that this is out of Princess' control BUT seriously it really was horrible.

[mnbruce]

After reading thru here I gotta say if you haven't had all your plans change because of a cruise cancellation you wouldn't be so nasty about what Princess is doing for everyone.

 

We were booked on March 25th. We got the email at 4:48 P.M. that it was cancelled. We tried every other cruise out of San Juan but they were already full. Then we spent 3 nights of constant computer work trying to change flights, cruises. etc. Then there was the change of work schedules, have someone take care of my mom, etc.

 

So, we are going on the April 8 cruise because we like the itinerary. Otherwise we would have stayed away from Princess. We have had our credit card charged for the entire amount and haven't received our cruise credit yet. This cruise is more expensive and so even with the discount we are paying more as well as the airline change fees which won't be reimbursed until they are processed through customer service. We lose our onboard credits from the last cruise because "we are already getting a discount".

 

Here's the kicker . . . I bought extra onboard credits through Princess and also a coffee card. I figured it would be a nice surprise for my husband. I have spent 3 hours on the phone with Princess last week. It was supposed to be refunded by Monday. They can't switch it to my new booking??? (Why?) and yesterday they told me that I might not receive the credit to my debit card for it for 6 weeks. it is in the hands of the finance department. By the way, I was supposed to get a call yersterday afternoon or this morning after they spoke to that department. Nothing yet!

 

P.S. The other couple going with us had to cancel for April 8 because the airfare would have cost them an additional $900.00 total. I understand that this is out of Princess' control BUT seriously it really was horrible.

 

 

I'm really sorry this happened to you and it's too bad your freinds are not going to be able to go with you. It had to be extremely frustrating.

 

Look at the positive side though. You now get to go on a cruise with me!:D

[S.S.Oceanlover]

After reading thru here I gotta say if you haven't had all your plans change because of a cruise cancellation you wouldn't be so nasty about what Princess is doing for everyone.

 

We were booked on March 25th. We got the email at 4:48 P.M. that it was cancelled. We tried every other cruise out of San Juan but they were already full. Then we spent 3 nights of constant computer work trying to change flights, cruises. etc. Then there was the change of work schedules, have someone take care of my mom, etc.

 

So, we are going on the April 8 cruise because we like the itinerary. Otherwise we would have stayed away from Princess. We have had our credit card charged for the entire amount and haven't received our cruise credit yet. This cruise is more expensive and so even with the discount we are paying more as well as the airline change fees which won't be reimbursed until they are processed through customer service. We lose our onboard credits from the last cruise because "we are already getting a discount".

 

Here's the kicker . . . I bought extra onboard credits through Princess and also a coffee card. I figured it would be a nice surprise for my husband. I have spent 3 hours on the phone with Princess last week. It was supposed to be refunded by Monday. They can't switch it to my new booking??? (Why?) and yesterday they told me that I might not receive the credit to my debit card for it for 6 weeks. it is in the hands of the finance department. By the way, I was supposed to get a call yersterday afternoon or this morning after they spoke to that department. Nothing yet!

 

P.S. The other couple going with us had to cancel for April 8 because the airfare would have cost them an additional $900.00 total. I understand that this is out of Princess' control BUT seriously it really was horrible.

 

You are not alone. When we were on the ill fated Crown Princess 5 day cruise to nowhere on Feb 4th and we were told the same thing.

 

We were told, Hey you got a free cruise, and free airfare home and 5 days cruising.

 

I'd do that any day , blah blah blah.

 

Like you said, walk a mile in my shoes before telling somone how they should feel.

 

Bill

[AMAC86]

Any word on the ship? I see it's still in San Juan? I thought it was going to have to go to Freeport for drydock repairs?

[Cruzin-K]

Any word on the ship? I see it's still in San Juan? I thought it was going to have to go to Freeport for drydock repairs?

 

The impression I got is that she's staying in San Juan while they do the repairs. I too check the bridge cam and this thread daily, just to see how our little ship is doing :) I am staying positive that I'll be sailing on her in another four and a half weeks.

 

I really don't think Princess wants to keep the ship out of service any longer than absolutely necessary. The money lost, and negative PR cannot be good for the company. I'm sure they want people on a cruise vacation having the time of their lives because that will ultimately boost their bottom line.

[jchipgcs]

I see a lot of good and bad comments on here. I'm going to ask a hypothetical question. Based on a PER PERSON, not cabin price, lets say:

 

$2500 is what you paid as an individual for air, cruise & transfers.

$150 in airline change fees.

 

That totals $2650.

 

Also consider intangibles like child care, requesting vacation, etc....that everyone weighs in their "fair factor".

 

I also know there are many other scenarios like airfare being double on another date, etc....don't factor those scenarios in. Just stick with the example as shown.

 

What do you think is fair compensation in both money and deed that would "make it right" for you?

 

I'm asking out of sincere interest.

[AMAC86]

I see a lot of good and bad comments on here. I'm going to ask a hypothetical question. Based on a PER PERSON, not cabin price, lets say:

 

$2500 is what you paid as an individual for air, cruise & transfers.

$150 in airline change fees.

 

That totals $2650.

 

Also consider intangibles like child care, requesting vacation, etc....that everyone weighs in their "fair factor".

 

I also know there are many other scenarios like airfare being double on another date, etc....don't factor those scenarios in. Just stick with the example as shown.

 

What do you think is fair compensation in both money and deed that would "make it right" for you?

 

I'm asking out of sincere interest.

Then consider that we are pretty much at the end of the Caribbean cruise season, and that a vacation could possibly have to be postponed for several months to go to the same destination.

 

It sounds like it's just a mess. The best compensation would be to lend each passenger a time machine and a wrench to turn on the engine so that it didn't break in the first place! :D

[Cruzin-K]

I see a lot of good and bad comments on here. I'm going to ask a hypothetical question. Based on a PER PERSON, not cabin price, lets say:

 

$2500 is what you paid as an individual for air, cruise & transfers.

$150 in airline change fees.

 

That totals $2650.

 

Also consider intangibles like child care, requesting vacation, etc....that everyone weighs in their "fair factor".

 

I also know there are many other scenarios like airfare being double on another date, etc....don't factor those scenarios in. Just stick with the example as shown.

 

What do you think is fair compensation in both money and deed that would "make it right" for you?

 

I'm asking out of sincere interest.

 

For me, for this particular cruise (I'm on the 4/22 CB sailing) I would be satisfied with the full refund for out of pocket expenses and the 25% credit. I can just go to work like normal and get those vacation days back, and I don't have any other things to consider.

 

My traveling companion on the other hand would probably want the refund, future credit, and the person who designed that engine's head on a platter :eek: After just being in Afghanistan for six months without a day off, not being able to take vacation until mid-April, and having to return to work in May no matter what, I think he'd deserve a bit more consideration. He doesn't know when he'll be able to take a vacation like this again.

[DMC778]

Honestly if we came out even moneywise as far as what we payed for our cruise and our onboard credits being the same I would be thrilled!!! The problem is that's not the case!

 

Unfortunately I have two jobs and the way it works out I need to take my vacation either Easter week or the week before so it rules out a lot of options.

 

I would love the time machine because maybe it could replace all the hours I've wasted on the phone with Princess, the arguing with my husband, and the stress the whole thing has called.

 

Oh, and after a 1 hour hold with Princess I truly enjoyed the customer service agent who told me that they have been plagued with calls about the cancellation and how difficult it is for them working there. I said Really???? Funny she never asked if I wanted to take the survey.

 

P.S. Still no call back, UGH!

 

P.S.S. Praying it gets fixed!!! So we can go on the 8th!

[Mscruisin]

I see a lot of good and bad comments on here. I'm going to ask a hypothetical question. Based on a PER PERSON, not cabin price, lets say:

 

$2500 is what you paid as an individual for air, cruise & transfers.

$150 in airline change fees.

 

That totals $2650.

 

Also consider intangibles like child care, requesting vacation, etc....that everyone weighs in their "fair factor".

 

I also know there are many other scenarios like airfare being double on another date, etc....don't factor those scenarios in. Just stick with the example as shown.

 

What do you think is fair compensation in both money and deed that would "make it right" for you?

 

I'm asking out of sincere interest.

Having just returned this afternoon from the cancelled March 18th sailing I can tell you that it isn't just the $150 change fee. We found out the cruise was cancelled last Friday. The earliest flight we could change to was yesterday Wed. Mar. 21st. They charged us $150 change fee plus $90.45 fare increase plus a $35 administration fee totalling over $550 to change our flights. Hopefully Princess will come good for this. I didn't need this stress on my vacation. Also we had almost $900 in hotel fees and $400 in meals that we had to pay because we couldn't leave right away. It wasn't easy finding available hotels when there were a lot of other people scrambling at the same time.

[Lulu's Parents]

It looks from posts on other blogs that the CB is fixed and ready to set sail. :) I would assume that this is true since the April 1st cruisers have not been notified of a cancellation. See the roll call from the 4/1 cruise. Looks like we're set to go on 4/8!

[845pink]

We have sailed many many times on various lines over the last 20 years and this was the first time we encountered a ship propulsion engine issue. Princess did their best to carry on business as usual with the exception of the casino not being able to be open when we arrived in San Juan on Wed morning and the weather was glorious from Wed to Sun when we disembarked. We all received a complete refund of our cruise fare and a 25% future credit of the amount paid of the fare which we had paid for the March 11th sailing (people pls read this correctly, it is not 25% of the cost of a FUTURE sail, but it is 25% of what you paid for the cruise that got messed up. If you call Princess, you and attempt to book another cruise, the amount is already on your profile. We are sailing Princess again to the Baltic on Aug 19 so we will just apply that amount to that sailing. All in all I think it is fare. The only gripe that I hear from friends etc. is that the airfare that we paid to get San Juan in the first place did not get refunded (even a bit). Even our trip cancellation insurance would not cover any part of the airfare because the cruise itself did not get cancelled. Trip cancelation would have covered the airfare had the ship become inhabitable due to let's say lost of power. I still think that the trip cancellation but what can ya do. Our friends who were doing back to back cruises on CB got airfare home on the 18th. They are getting the ship ready for the transatlantic sailing on the 29th of April. Our understanding is that 300 people left the ship on Thurs and Fri and we tried to get ourselves moved to a mini suite because several did come available and they would not do it because they reserved those cabins for contractors and repair people. That was the only issue that I thought Princess could have handled a little better. When people asked for the move, the should have accomodated even when people asked to pay a few dollars for those empty cabins. All in all it was still a great holiday, nice warm climate lots of food and good cheer. These things happen. These poor ships are in the water all the time. We have definitely made sure that we are very well insured for our next cruise out of copenhagen and I can't believe but when we checked the name of the ship we are scheduled to be on for next March break 2013 it is again Caribbean. some of our party want to change it to another line. I say no, because, I am working towards that Elite membership. I should have asked for a chque refund because because I had too good a time shopping in San Martin that I have already spent all of my refund. All in all a good time but I do feel bad for people who only have a two week vacation and did not get to see St. Lucia, Grenada, Bonaire and Aruba. They are great ports.:eek::mad:;);)

[Cruzin-K]

I wonder what the rest of the crew have been doing with this extended port stay. The engine room crew must have been working round the clock but what about the rest? :confused:

[aaerobear]

Cleaning, restocking, rehearsing. Never a dull moment

[artovation]

You asked what I think is fair compensation with your senerio. My request from princess was very simple, I wanted to book the same cruise (caribean, 7 days) with the same level room (balcony) for the same price. There response was absolutely not. Pay what the rate is right now. Considering I lost one of my 2 week vacation, airfare increase, etc. asking I get what I paid for in the first place seems more then reasonable, but apparently reasonable people are not running the cruise line. I posted this same request on the princess facebook page, and was told by one of their social media managers that I was and I quote "a greedy and selfish person" that princess does not have to do anything for me except refund my cruise, and does not have to give me 25% cruise credit (which doesn't cover the increase in cruise price). And that princess has to answer to their share holders. I would like to remind princess that with out treating their customers well, there will be no customers, and how would the share holders feel then? As a side note, princess lost absolutely nothing, the entire debacle was covered by their insurance, so I wonder how hard would it have been to keep my money and just rebook me on the same cruise at a future date? I WILL NEVER BOOK PRINCESS AGAIN UNTIL THEY MAKE THIS RIGHT!

[Unca Pete]

My wife and I are boarding the CB on Sunday.

 

Even if we had to sit at the port in San Juan for a week, it's much better than a week at work.

 

 

Old San Juan is my favorite departure or arrival port in the Caribbean.

It is far enough into the Caribbean to give at least two more days to

enjoy the islands, and I love stay in the OSJ area (Conandado) at a

resort for a few days before and after a lovely cruise! And being

retired, everything about cruising is better than work!!!!

[wahlct]

People are saying what Princess is doing is more than fair. Only those not affected are saying that. We had booked a trip for today (25th). We had a balcony room, booked airfare through Princess ezAir, and trip insurance through Princess. We paid $3058 total. You'd think we would be fine, right? We got an email about 10 days ago saying we were getting $3058 refund (everything, including air, insurance, taxes, etc), then 3 days ago get 2 emails saying my wife and I were both getting $0 air credit (thought this was weird, but whatever). We checked our credit card statement today and saw we were only getting $1753 back! We called Princess and asked, thinking maybe we were getting it refunded in a separate transaction. They said we weren't getting anything back for the air, except a credit (nice they gave us $0 air credit), and not getting the insurance back. They even said the insurance wouldn't cover the air because that is only if WE cancel, not if they cancel, even though the insurance says it covers the ezAir costs. So now we have about $1200 in air credit, and with a change fee of $150 per leg, we only really have $600. And adding in the insurance costs that supposedly don't cover us, this trip that never started has now cost us over $1300. But they did give us a credit for $199.75 each for a future cruise. Based on many of the opinions here, I guess we should be happy because Princess is doing more than they need to, right?

 

btw, I checked our air reservations last week. They were marked as cancelled, so it's not like we could have even used them today to go to SJ if we wanted to.

[fishin' musician]

You asked what I think is fair compensation with your senerio. My request from princess was very simple, I wanted to book the same cruise (caribean, 7 days) with the same level room (balcony) for the same price. There response was absolutely not. Pay what the rate is right now. Considering I lost one of my 2 week vacation, airfare increase, etc. asking I get what I paid for in the first place seems more then reasonable, but apparently reasonable people are not running the cruise line. I posted this same request on the princess facebook page, and was told by one of their social media managers that I was and I quote "a greedy and selfish person" that princess does not have to do anything for me except refund my cruise, and does not have to give me 25% cruise credit (which doesn't cover the increase in cruise price). And that princess has to answer to their share holders. I would like to remind princess that with out treating their customers well, there will be no customers, and how would the share holders feel then? As a side note, princess lost absolutely nothing, the entire debacle was covered by their insurance, so I wonder how hard would it have been to keep my money and just rebook me on the same cruise at a future date? I WILL NEVER BOOK PRINCESS AGAIN UNTIL THEY MAKE THIS RIGHT!

 

I agree, reaccommodation would seem like the simplest and most logical solution for all involved. The facebook statement you quoted along with these other hardline positions seem to indicate a somewhat misguided customer service department. However, I have to believe this is costing Princess dearly. Does the insurance cover discretionary spending? If the policy is excersized does the premium increase?

[cookie225]

Its a sad thing when the unexpected happens, but more so to educated and informed adults. I have never sailed Princess, my first sailing would have been 03/18/12 (the first cancelled sailing). On Tuesday we all knew the ship was being taken back to Puerto Rico, we started thinking about a back up plan right away, by the time Princess made it official which was less than 24 before we were scheduled to fly to Puerto Rico, my husband and I had reservations on the Celebrity Solstice (at half price) and changed our air with $18 to spare.

 

We never travel without insurance, never through the line of course, i buy my own. We just returned from our cruise, Princess already refunded our cruise fare to our debit card AND my insurance co will pay for my air, including changes paid to fly to FLL for the other ship and the Hotel I paid for in Puerto Rico. I am saddened for those who didn't get to travel during the past week and also those that didn't prepare for these unexpected events, ships are like our own cars, they break down when you least expect them, that is why we have insurance AND a car club to tow you or take you to safety. Princess does not HAVE to pay for any of the expenses incurred by you, which is unfortunate, this is not a specific line issue, it could have happened to any ship or line:(

[S.S.Oceanlover]

People are saying what Princess is doing is more than fair. Only those not affected are saying that. We had booked a trip for today (25th). We had a balcony room, booked airfare through Princess ezAir, and trip insurance through Princess. We paid $3058 total. You'd think we would be fine, right? We got an email about 10 days ago saying we were getting $3058 refund (everything, including air, insurance, taxes, etc), then 3 days ago get 2 emails saying my wife and I were both getting $0 air credit (thought this was weird, but whatever). We checked our credit card statement today and saw we were only getting $1753 back! We called Princess and asked, thinking maybe we were getting it refunded in a separate transaction. They said we weren't getting anything back for the air, except a credit (nice they gave us $0 air credit), and not getting the insurance back. They even said the insurance wouldn't cover the air because that is only if WE cancel, not if they cancel, even though the insurance says it covers the ezAir costs. So now we have about $1200 in air credit, and with a change fee of $150 per leg, we only really have $600. And adding in the insurance costs that supposedly don't cover us, this trip that never started has now cost us over $1300. But they did give us a credit for $199.75 each for a future cruise. Based on many of the opinions here, I guess we should be happy because Princess is doing more than they need to, right?

 

btw, I checked our air reservations last week. They were marked as cancelled, so it's not like we could have even used them today to go to SJ if we wanted to.

 

until they walk a mile in your shoes they have no clue.

 

Just like when our Crown cruise was cancelled while on our way to Curacao.

 

The all knowing said we should be happy too. After all we got a free 5 day cruise, our money back and 25% of the amount we paid off of a future cruise.

 

Went nowhere and used my last 6 vacation days.

 

Yeah I was on cloud 9. I had a backup plan too as someone mentioned but my plan was to cancel the Crown cruise when it was clear the ship had noro from the previous cruise but if I cancelled I would have lost all of my money.

 

Bill

[bermuda triangle]

People are saying what Princess is doing is more than fair. Only those not affected are saying that. We had booked a trip for today (25th). We had a balcony room, booked airfare through Princess ezAir, and trip insurance through Princess. We paid $3058 total. You'd think we would be fine, right? We got an email about 10 days ago saying we were getting $3058 refund (everything, including air, insurance, taxes, etc), then 3 days ago get 2 emails saying my wife and I were both getting $0 air credit (thought this was weird, but whatever). We checked our credit card statement today and saw we were only getting $1753 back! We called Princess and asked, thinking maybe we were getting it refunded in a separate transaction. They said we weren't getting anything back for the air, except a credit (nice they gave us $0 air credit), and not getting the insurance back. They even said the insurance wouldn't cover the air because that is only if WE cancel, not if they cancel, even though the insurance says it covers the ezAir costs. So now we have about $1200 in air credit, and with a change fee of $150 per leg, we only really have $600. And adding in the insurance costs that supposedly don't cover us, this trip that never started has now cost us over $1300. But they did give us a credit for $199.75 each for a future cruise. Based on many of the opinions here, I guess we should be happy because Princess is doing more than they need to, right?

 

btw, I checked our air reservations last week. They were marked as cancelled, so it's not like we could have even used them today to go to SJ if we wanted to.

 

I would keep contacting them. In the email sent they clearly stated refund of air if purchased through them.

Good luck,

Laura

[TahoeSierra]

People are saying what Princess is doing is more than fair. Only those not affected are saying that. We had booked a trip for today (25th). We had a balcony room, booked airfare through Princess ezAir, and trip insurance through Princess. We paid $3058 total. You'd think we would be fine, right? We got an email about 10 days ago saying we were getting $3058 refund (everything, including air, insurance, taxes, etc), then 3 days ago get 2 emails saying my wife and I were both getting $0 air credit (thought this was weird, but whatever). We checked our credit card statement today and saw we were only getting $1753 back! We called Princess and asked, thinking maybe we were getting it refunded in a separate transaction. They said we weren't getting anything back for the air, except a credit (nice they gave us $0 air credit), and not getting the insurance back. They even said the insurance wouldn't cover the air because that is only if WE cancel, not if they cancel, even though the insurance says it covers the ezAir costs. So now we have about $1200 in air credit, and with a change fee of $150 per leg, we only really have $600. And adding in the insurance costs that supposedly don't cover us, this trip that never started has now cost us over $1300. But they did give us a credit for $199.75 each for a future cruise. Based on many of the opinions here, I guess we should be happy because Princess is doing more than they need to, right?

 

btw, I checked our air reservations last week. They were marked as cancelled, so it's not like we could have even used them today to go to SJ if we wanted to.

 

It is interesting that you got emails from Princess. We have received no emails from anyone regarding our refund. The only one we got was the one cancelling the cruise. Our TA told us last week that we should be getting a refund of the total amount of cruise, air, insurance, taxes, etc. Now I am beginning to wonder.

[wahlct]

New update from Princess. This just gets better and better. I was transferred to a Customer Service manager today. She said they cancelled my trip insurance when the cruise was cancelled, so I can't file a claim through that. Funny thing is, they didn't refund my insurance cost, only cruise fare and taxes. So right now they are saying too bad about your air fare booked through ezAir and insurance costs. They said I get a air credit, but as I stated before, they already sent me an email stating my air credit is zero. The interesting thing about that email was that they included an FCC id number on it. I guess I can contact the FCC to see what they have to say about a company taking money through a credit card and not delivering on it.

 

As for the person stating they didn't get any emails from Princess. We booked directly through Princess, so I'm guessing that is the reason for the communications.

 

My wife is really losing it now. She's wanting to find others that this has happened to and file a class action lawsuit, lol.

[aaerobear]

My wife is really losing it now. She's wanting to find others that this has happened to and file a class action lawsuit, lol.

 

Good luck with that, my guess is Princess has been sued many many times, and has not lost many. Corporate greed tends to make them have really smart cut throat lawyers.

 

I know you were just kidding (assuming anyway) but some may try to take up the gauntlet.

[fishin' musician]

Has anyone considered a charge-back on their credit card?