On hold for 4 hours and still waiting. How do you get to speak with an agent?

[chalex]

Any ideas anyone? There is also no live chat on their website. Beyond frustrated,.

[Sea Hag]

Good grief! That's terrible. I'd be beyond frustrated too. I wish I had a suggestion to help you, but, sadly, I don't.

[Hlitner]

Tis not a problem since we use a decent cruise agency and let them deal with the holds.  The bonus is we also save a lot of money on each booking.

 

Hank

[Steelers36]

6 minutes ago, chalex said:

Any ideas anyone? There is also no live chat on their website. Beyond frustrated,.

Go to Princess.com.

 

At the bottom of the home page, you should see:

 

 

Share  / Live Chat / Contact Us / Feedback.

 

If not, do you see a small black box in lower RH corner that looks something like this:

 

   ˄

Show

[chalex]

Steelers36 - thank you!. Did not see that way down at the bottom of the page. My eye was drawn to this about 3/4 way down the page. Going to try live chat. Wish me luck!

Need Assistance?

Find a Travel AgentContact UsCall: 1-800-774-6237

[chalex]

Live chat is offline🤬

[Steelers36]

1 minute ago, chalex said:

Live chat is offline🤬

It's just overly busy like the phone line.  Keep trying.  I was using it earlier this afternoon.

 

[pms4104]

29 minutes ago, Steelers36 said:

It's just overly busy like the phone line.  Keep trying.  I was using it earlier this afternoon.

 

How many staff, I wonder, are manning the phones?  Less than 10?  Less than 15?

 

Making customers wait 4+ hours to talk to someone at Princess is ridiculous and unacceptable.

 

Ya gotta spend money (staff appropriately) to make money.

[ROWSE]

Crazy wait time!  

Princess should invest in one of the phone systems that holds your place in line and calls you back when a representative is available.  

A certain Big Box TA has this and one airline that I use.  Doesn't shorten wait time but at least you are not using phone minutes, battery, etc. and listening to them come on only to say "your call is valuable" 

or whatever spiel it is, then right back to hold. 

So frustrating!  

[nocl]

I have made several calls to Princess over the last few months.  My hold times have varied from 15 minutes to 1 hour 45 minutes.  

 

I would suggest either calling late in the afternoon about an hour or two before closing, or first thing in the more just when they open.

 

I have had good luck with both strategies.

Edited December 14, 2021 by nocl

[dog]

I got through right away when I phoned the second they say their hours start. 8am in California/ which is 11 am in Ontario. 
 

Otherwise hold 1/2 hour or more I hang up 

[Roberto256]

1 hour ago, chalex said:

Any ideas anyone? There is also no live chat on their website. Beyond frustrated,.

I suggest calling a different cruise line.  😞

 

WRT live chat ... there actually is live chat on the website.

 

Lots of reports of it only being display 'sometimes'.

 

If you want to persue that, try different browsers, phone, tablet, desktop, etc.

And hopefully, one of them will work.

 

[Astro Flyer]

33 minutes ago, nocl said:

I have made several calls to Princess over the last few months.  My hold times have varied from 15 minutes to 1 hour 45 minutes.  

 

I would suggest either calling late in the afternoon about an hour or two before closing, or first thing in the more just when they open.

 

I have had good luck with both strategies.

 

6 minutes ago, dog said:

I got through right away when I phoned the second they say their hours start. 8am in California/ which is 11 am in Ontario. 
 

Otherwise hold 1/2 hour or more I hang up 

Calling as soon as they open at 0800 PT has also worked best for me recently…less than a 5 minute wait.

[Level six]

Yeah, Princess is the worst.  I have waited up to 3 hrs to speak to someone before.

Every time I call NCL, I get someone within 5 minutes. 

[OCruisers]

That's why we use our long time Travel Agent.  😉

[Buckeye10640]

I am currently at 2 hrs 38 minutes waiting for the Casino dept. My PVP is pretty responsive but according to her for the issue I have I need to speak with the Casino dept.....

[cr8tiv1]

Danger of calling late in the day:  At 5pm (closing time) they drop your call. No explanation. You can reach them a little easier on Saturday, but the can not connect you to any support department for extra help. 
 

Best is 8 am PST. 

[PrincessLuver]

You have to be careful with holding truthfully….

 

A lot of companies use an automated response system to answer calls, and they often do not work properly. They will claim you are being directed to an agent, to help you, and then put you in a hold queue for who knows how long, listening to annoying music while you wait. Then after a ridiculous wait, the music will stop, and you will hear a ring, like it has found someone to talk to, but then the phone will just hang up the call.  I have found with Princess it is better to call near opening or closing times and also I usually will not hold more than 15 minutes and dial again.....it works.....

[kiwimum]

This is where you need a CVP.  Emailed mine today for a price drop on a January 4 cruise.   1 hour later all taken care of with a credit coming my way.

Contacting Princess is going to be worse for the next couple of weeks with the holiday shut down 12/24 they 1/2.

[Marelaine]

I agree with kiwimum

When you do manage to get anyone, asked to be assigned to a Princess Vacation Planner. I usually have to leave a message, but my PVP calls back withing 24 hours. 

Other option worth trying: When you select the purpose of your call, choose that you want to book a cruise. I'll bet you won't be on hold long. 

 

[Buckeye10640]

1 hour ago, Buckeye10640 said:

I am currently at 2 hrs 38 minutes waiting for the Casino dept. My PVP is pretty responsive but according to her for the issue I have I need to speak with the Casino dept.....

3 hrs on hold + 1/2 hour talking with Casino Dept but at least I got someone! I cooked dinner, ate, cleaned up, watched the news all while on hold!

[culvercitycruiser]

Hello,

I waited for over two hours and had to hang up and go home.  They changed my cabin again even after a “no upgrade” marked on it. They were sneaky and changed it from Dolphin to Caribe on the Majestic with the same cabin number and I did not notice it. I am so pissed.

i cannot believe that even if I waited more than, they still would not have picked up the phone. 

[PescadoAmarillo]

2 hours ago, Marelaine said:

Other option worth trying: When you select the purpose of your call, choose that you want to book a cruise. I'll bet you won't be on hold long. 

 

The problem is that quite often the call has to be transferred to Customer Relations. I’ve waited an hour for the first person to pick up, and then over two hours for Customer Relations. And then what I asked for (the refund of refundable FCDs) is still not done months later. 
 

People too often say that they have their TA do the holding. In our case, we have no Princess cruises booked. There is no TA. I’m simply trying to get back refundable money. This has been the ongoing story of my life with Princess for almost two years. 
 

I’m so over it. 

[kiwimum]

32 minutes ago, culvercitycruiser said:

Hello,

I waited for over two hours and had to hang up and go home.  They changed my cabin again even after a “no upgrade” marked on it. They were sneaky and changed it from Dolphin to Caribe on the Majestic with the same cabin number and I did not notice it. I am so pissed.

i cannot believe that even if I waited more than, they still would not have picked up the phone. 

Experienced the same issue on the Majestic in October.  If you booked the extended balcony on Dolphin, I think port side, they are now quarantine cabins and you will not get it back.

[Cruzbw]

This won't help you on the first call you make, but would for the future. Ask to be assigned a PVP, and email her/her for future q's.  I get responses faster when I email the subject.