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Refund Status for canceled cruises: Retitled after merges


lahore
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Just thought I would jump in. 

 

I got the cost of cruise and all my port fees ect.  refunded to my credit card this week.  All $7055 of it!!!  I did the paperwork March 13th.  My cruise was May 4th.   I got 25% FFC online.  I did choose Option 1 at first, then resend papers for Option 2 and called.  I was contacted to be sure what I wanted and I said Option 2.

 

To say the least, I am ecstatic.  I had a Carnival cruise, a Princess Cruise, and a Disney vacation that have all been cancelled.  American Airlines, Carnival, ect. have refunded.  I now only have a few small things left to get refunded.

 

 

 

 

 

 

 

 

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4 hours ago, suzyed said:

When then you lucked out when you that guy.  The front line reps only serve the purpose of referring to someone who may know the answer to your question. I never got a satisfactory answer from any of them.  Very frustrating!  At least that has been my experience.
 The ONLY person on the many phone calls I made, who knew anything was the "post cruise specialist".  
 

 

I dont think internally Princess still has many layers of staffs after their multiple layoffs over the last 2 to 3 months. 

Matter of fact they just released more staff a week or 2 weeks ago.  I would imagine whoever still being there would be those who are more capable regardless what their titles might be.

 

If you read my initial post with more attention, you would pick up the fact that the front line rep was trying to transfer me with profile attached, i.e, whoever picked up the transferred call would have our booking popped up on his/her screen - unfortunately nobody picked up that transfer - front line rep was decent enough to periodically updating me she was still waiting for someone to pick it up, at least 3 times such updates.  Then she told me she would just transferred me over WITHOUT booking info attached - so essentially a blind transfer.  She gently mentioned that I may need to give booking details and verify my ID again,  in case people got mad why need to do it again... 

 

In any case the guy at Customer Relations told me to let him go over our booking to catch up the info - and that was when he claimed a step was missing therefore holding up the refund.  

 

The tidbit on how refund requests are handled came up when I said there were so much confusion as to what to go by, and the guide post keeps moving, depending on whom you talk to.   He said the guide post never moves because all it is relevant, is Pause 1 being handled first - however HOW it is being handled, is something not ever mentioned on this thread - at least I never read about it - the assignment type of work, based on each sailing. 

I am sure a sailing would have more than one person being assigned to work on it - so it truly is depending on one's lucky star on whether one's booking is handled by a competent person or not.  Else I could not fathom at all how the simplest, cabin only booking, could have a necessary step missing, therefore hinders the issue of refund!

 

 

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46 minutes ago, nho9504 said:

 

I dont think internally Princess still has many layers of staffs after their multiple layoffs over the last 2 to 3 months. 

Matter of fact they just released more staff a week or 2 weeks ago.  I would imagine whoever still being there would be those who are more capable regardless what their titles might be.

 

If you read my initial post with more attention, you would pick up the fact that the front line rep was trying to transfer me with profile attached, i.e, whoever picked up the transferred call would have our booking popped up on his/her screen - unfortunately nobody picked up that transfer - front line rep was decent enough to periodically updating me she was still waiting for someone to pick it up, at least 3 times such updates.  Then she told me she would just transferred me over WITHOUT booking info attached - so essentially a blind transfer.  She gently mentioned that I may need to give booking details and verify my ID again,  in case people got mad why need to do it again... 

 

In any case the guy at Customer Relations told me to let him go over our booking to catch up the info - and that was when he claimed a step was missing therefore holding up the refund.  

 

The tidbit on how refund requests are handled came up when I said there were so much confusion as to what to go by, and the guide post keeps moving, depending on whom you talk to.   He said the guide post never moves because all it is relevant, is Pause 1 being handled first - however HOW it is being handled, is something not ever mentioned on this thread - at least I never read about it - the assignment type of work, based on each sailing. 

I am sure a sailing would have more than one person being assigned to work on it - so it truly is depending on one's lucky star on whether one's booking is handled by a competent person or not.  Else I could not fathom at all how the simplest, cabin only booking, could have a necessary step missing, therefore hinders the issue of refund!

 

 

I know all that...believe me! No sure why you are saying I had to read your initial  post with more attention. 
The fact remains...every chat, call, email reaps a different response.   There was not one person who knew anything until I emailed the post cruise specialist.  She helped figure out what we were entitled to and then weeks went by with nothing.  
I had to go higher before anything was actually done.

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13 minutes ago, suzyed said:

I know all that...believe me! No sure why you are saying I had to read your initial  post with more attention. 
The fact remains...every chat, call, email reaps a different response.   There was not one person who knew anything until I emailed the post cruise specialist.  She helped figure out what we were entitled to and then weeks went by with nothing.  
I had to go higher before anything was actually done.

I would love to know who/how you were able to reach "higher" to get any better answers. We are owed over $30K and it's been 70 days now.

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12 minutes ago, CJinSF said:

I would love to know who/how you were able to reach "higher" to get any better answers. We are owed over $30K and it's been 70 days now.

I emailed her! Some times you have to go to the top of the house. We were waiting on FCCs mostly, but 
If I were waiting on 30K I would have my attorney send a demand letter if I was unsuccessful doing it on my own.  Luckily I didn't have to do that.

Edited by suzyed
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1 hour ago, suzyed said:

I emailed her! Some times you have to go to the top of the house. We were waiting on FCCs mostly, but 
If I were waiting on 30K I would have my attorney send a demand letter if I was unsuccessful doing it on my own.  Luckily I didn't have to do that.

Who is her? 
 

jan swartz?

or 

post cruise rep at Princess?


let us know when you receive check. Good luck

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On 5/26/2020 at 6:27 PM, nho9504 said:

 

Indeed.  I have to be very assertive to finally get transferred to Customers Relationship, where I got a very helpful and very knowledgeable rep.  He quickly saw the FCD was refunded - to that I said it showed up a week or more already but what about the remaining elements?  He went into the account and then said,  Ah, I see why the refund not being issued - there is one missing step not being done, and without that step,  I cannot act further.   He at first tried to explain what is missing, but then resorted to say "it is behind the scene step",  assured me it was not caused by either me or the travel agency, even though when I said I filed the Option instead of the TA because Princess told me it did not matter.  He at first said, that might be related to that missing step, but quickly told me who filed it did not matter.  My gut feeling is, someone who handled the refund on this booking, forgot to check an area as the request was made by the passengers already, no need to go thru agency again... or something in similar nature... 

 

He then said he would send an email to "nudge" it to move as "this is in Pause 1 period"  that should have been handled by now.

 

So,  No, that missing step would not self-corrected according to the Customer Relations rep,  He said eventually it would be one of those falling into crack for those people who are at Pause 1 still not seeing anything.  

 

My advice to anyone is,  YOU are the ONLY PERSON who Cares the Most of YOUR OWN MONEY.  Nobody would pay more attention than yourself.  You can claim you have not done anything but still receive everything you should have -

 

Well, count your lucky star that everything lines up at the end.  However if there is anything goes wrong during the process, it will NOT get corrected, until much later - most likely when customers are calling to find out WHY they still not get refunds.

 

The guy actually said that he was glad to see I called because else that missing step would not be detected until someone asked to take a look at the refund status!   He also gave me the Customer Relations number to call in 10 business days, so I dont need to go thru the regular number again.   This is the 3rd time I called Princess - the 1st time was to make sure they received the correct option, that was back in late March.  The 2nd time was last week when more than 60 days have passed and we finally saw the FCDs back to our accounts.  My mistake on that call was NOT to ask to talk to Customer Relations and just took the words of the front line agent that the Refund is still "In Process".   Thanks to a few posters here mentioning about the need to talk to the Customer Relations,  this evening I INSISTED to be transferred to the CR dept and finally got a good rep to go over our booking, saw the problem, and told me he would try his best to request it being fixed.

 

He did say if the booking is not in Pause 1, nothing he could help because Pause 1 must be finished before Pause 2 gets looked at. 

 

I feel very bad for those of you who are being classified as "In Transit" and then would not be dealt with until all suspension caused cancellations are handled.  That is NOT right!

 

Hi, would you please share with us all the Customer Relations phone number? I have been unsuccessful at getting past the front line folks.

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Its always hard to get a detailed refund information when you are waiting for it. Its really hard to track. The cruise companies themselves cant really help you with it. All they can do is call the bank and find out about the status of the money requested. Dont think that its the cruise company that refunds you. Its more about their relations with bank that issues the money initially. Just be patient and I am sure you will get it 

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10 hours ago, nho9504 said:

 

In any case the guy at Customer Relations told me to let him go over our booking to catch up the info - and that was when he claimed a step was missing therefore holding up the refund.  

 

The tidbit on how refund requests are handled came up when I said there were so much confusion as to what to go by, and the guide post keeps moving, depending on whom you talk to.   He said the guide post never moves because all it is relevant, is Pause 1 being handled first - however HOW it is being handled, is something not ever mentioned on this thread - at least I never read about it - the assignment type of work, based on each sailing. 

I am sure a sailing would have more than one person being assigned to work on it - so it truly is depending on one's lucky star on whether one's booking is handled by a competent person or not.  Else I could not fathom at all how the simplest, cabin only booking, could have a necessary step missing, therefore hinders the issue of refund!

 

 

I know, I know!!! Ok, I can speculate! 😁  I come from a financial background.  I transfered out of finance to a different division about a year ago -- thank goodness!!!!! because I would be a whole new level of crazy frustrated trying to do something of this magnitude from home while trying to balance out this e-learning stuff in our house.    Again, just a speculation....if the individual has a younger child at home with 1,000 e-learning questions I could see a disruption causing a missed step.

 

(Now obviously, this is supposed to be a light hearted post and not minimalizing the tensions of so many with their refund or FCC status. I'm in this waiting game, too.)

Edited by phred119s
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Just now, suzyed said:

Top of the house.

So you got a reply directly from Jan Swartz that your refund is on the way to you now?   Sorry I am not good at guessing. 

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Here's my beef.  Princess insisted on getting their money 90 days in advance of my cruise departing... to which I agreed.  Paid IN FULL!  Now, they leave me no opportunity for a 2020 vacation, either with them (no cruises) or anyone else (they are keeping my money indefinitely.)  And providing me NO info (no response to emails, phone calls- I can't wait on the phone 1/2 hour- or from my TA - direct quote from TA "I don't know what you're going to get your money and nobody at Princess does either".) No matter what the problem is or the situation, this is bad form from a customer service standpoint. The least that could be done is some sort of regular communication about what the process is - be transparent about it.  Not impressed. 

 

AND now I discover that the bank dispute won't help..    Is anyone else getting this answer?

 

After researching the details of your claim we have determined that we are unable to reverse this transaction from the merchant. 

A Government ban limiting services or the delivery of merchandise supersedes the scope that governs Visa rules. In situations where a government mandate interrupts regular merchant services, account holders must work directly with merchants to conciliate impacted services. An alternative option is to work directly with the merchant and resolve your dispute. 

If you choose to work with the merchant keep in mind that there’s no deadline for a direct resolution. We understand that this is not the outcome that you may have hoped for.

Even though we will no longer be proceeding with your dispute claim, this investigation in no way negatively impacts your good standing. We appreciate your patience and understanding during this difficult time. 

If you need any assistance with any other issues, please send us a new support message letting us know how we can help.

 
Edited by MarkieMark16
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5 hours ago, CJinSF said:

 

Hi, would you please share with us all the Customer Relations phone number? I have been unsuccessful at getting past the front line folks.

The "post cruise specialist" we dealt with may have only been for the Coral?  I'm not sure.  I had no trouble getting the front line folks to refer or transfer me to her.  Ask to be transferred to your post cruise specialist.  She (Judy Brack) was very helpful and knowledgable.  She was very responsive with phones calls and emails. 
When the items we had worked on didn't materialize after several weeks we went higher.
The email address that the front line reps won't give you is very easy to find on google.  

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47 minutes ago, MarkieMark16 said:

Princess insisted on getting their money 90 days in advance of my cruise departing... to which I agreed.

 

Which cruise were you on?. Maybe add your country to your  profile?

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I'm wondering if anyone out there is in my situation.  We cancelled our Ruby Princess March 21 cruise on March 11, just hours before the March 12 global suspension by Princess.  It is obvious that we are part of Pause 1 cruises but to date have not received our refund or FCC.  Filed dispute with cc about 2 weeks ago.  Received our shore excursion refund a few days later through cc but still waiting to see who refunds cruise first.  My question to all is, are they still processing pause 1 folks?  Anyone out there still waiting that's in pause 1 AND cancelled before Princess did?

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3 minutes ago, Worldpeek said:

I'm wondering if anyone out there is in my situation.  We cancelled our Ruby Princess March 21 cruise on March 11, just hours before the March 12 global suspension by Princess.  It is obvious that we are part of Pause 1 cruises but to date have not received our refund or FCC.  Filed dispute with cc about 2 weeks ago.  Received our shore excursion refund a few days later through cc but still waiting to see who refunds cruise first.  My question to all is, are they still processing pause 1 folks?  Anyone out there still waiting that's in pause 1 AND cancelled before Princess did?

Yes - I cancelled on March 6th. No refund or FCC. 

 

Disputed with CC probably 12 days ago.

Edited by Coral
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59 minutes ago, MarkieMark16 said:

 

AND now I discover that the bank dispute won't help..    Is anyone else getting this answer?

 

After researching the details of your claim we have determined that we are unable to reverse this transaction from the merchant. 

A Government ban limiting services or the delivery of merchandise supersedes the scope that governs Visa rules. In situations where a government mandate interrupts regular merchant services, account holders must work directly with merchants to conciliate impacted services. An alternative option is to work directly with the merchant and resolve your dispute. 

If you choose to work with the merchant keep in mind that there’s no deadline for a direct resolution. We understand that this is not the outcome that you may have hoped for.

Even though we will no longer be proceeding with your dispute claim, this investigation in no way negatively impacts your good standing. We appreciate your patience and understanding during this difficult time. 

If you need any assistance with any other issues, please send us a new support message letting us know how we can help.

 


can you give ve some details?

what Visa is it? Bank

what did you submit for your dispute?

receipt, cancellation? Contact with Princess by you / TA? Etc

 

did you look up terms of filing dispute with your credit card first?

 

 

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15 minutes ago, dog said:


can you give ve some details?

what Visa is it? Bank

what did you submit for your dispute?

receipt, cancellation? Contact with Princess by you / TA? Etc

 

did you look up terms of filing dispute with your credit card first?

 

 

On another post they mentioned it being "a debit card".

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I was part of Pause 1.  I cancelled my March 19th Sky Princess cruise and am still waiting for my FCC -Option 1.  I'm on day 77 since I submitted my form.

I am losing patience.  Ticketmaster refunded my 2 baseball games in under 20 days.  If you think of all the concerts, sporting events etc. they are dealing with, it seems Princess could do much better.  

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On 3/10 called our TA to cancel our 3/14 cruise.  On 3/12 we completed the paperwork and submitted our choice of all FCC with the additional 100% FCC being offered.  On 3/15 received confirmation from Princess that our request was received.  A few days later our credit card was refunded the port charges of $280.  On May 6th received another request from Princess asking if we wanted Option 1 or 2.  Thought it was strange but figured they were just confirming. Submitted that request and received another confirmation of receipt from Princess a few days later.  On 5/29 $100 from the FCC we used as the deposit on the cruise when it was booked is in each if our Circle accounts. It’s been 79 days and we have not received any FCC from the cruise itself or any of the additional FCC promised.  
 

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Just got off phone with Princess rep.  Cancelled Crown Princess 3 /16/2020 cruise on 3/ 6 /2020, filed claim on 3/13 /2020 for option 2.  Have talked to them several times, was once told I would get refund in a couple of weeks.  that was almost 4 weeks ago.  this rep. told me they have not even started processing my refund and has no idea when they would start processing much less sending refund.

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