Crow9 Posted May 28, 2022 Author #201 Share Posted May 28, 2022 2 hours ago, byucruiser said: People put their luggage out before getting off the boat in Victoria. Im doing self assist walk off so not sure of the specifics. Link to comment Share on other sites More sharing options...
JeffT237 Posted May 28, 2022 #202 Share Posted May 28, 2022 3 minutes ago, wolvey said: im curious. If we are in Victoria up to midnight, exactly by when are we to put our luggage out “that evening”? I hope we get specific times because 1. I don’t want to miss the time frame and 2. Would I really have to leave the luggage out for hours if I am to do it before going to Victoria? Or do I have to come back to do it? We used port valet without problems on the May 7th sailing, we got our boarding passes and the luggage tags later in the evening, we got back to our cabin around 10pm and they were there. The traditional luggage tags came much earlier for the non port valet passengers, and most had their luggage out before dinner. Our room steward told us they pick up luggage all night long, our bags were out at 10:30pm and the next time we saw them was back in SoCal. We were able to track them online and saw they were checked in at SeaTac. We had a later flight so it was nice to experience the day in Seattle exploring luggage free. 1 Link to comment Share on other sites More sharing options...
suzyed Posted May 28, 2022 #203 Share Posted May 28, 2022 (edited) 9 hours ago, xbatt8 said: Princess sent an email yesterday to our TA showing ISP is now cancelled, and Juneau is 5:30 to 10:45. So we get an effective 4 hours in Juneau and 8 hours in Skagway. More of a sea cruise than Alaskan cruise. Also, there was no mention of any compensation other than the original $100 for cancelling Ketchikan. Bob When we were on the Coral for 32 days in S. America. We missed ports on 18 of those days. They used a prorated system to compensate us. It was at the beginning of covid and no one could have even imagined what happened. But now they KNOW we will have issues IN ADVANCE... "but oh well, you already paid for the cruise and we're giving you $100...be thankful." Geez Edited May 28, 2022 by suzyed 1 Link to comment Share on other sites More sharing options...
byucruiser Posted May 28, 2022 #204 Share Posted May 28, 2022 (edited) Thanks crow. Superheroes don't always wear capes! Edited May 28, 2022 by byucruiser 3 Link to comment Share on other sites More sharing options...
arizonaperson Posted May 28, 2022 #205 Share Posted May 28, 2022 23 hours ago, Namvvet68 said: Just mailed this letter : 27 May 27, 2022 Ms. Jan Swartz Group President 24305 Town Center Drive Santa Clarita, CA 91355 Dear Ms. Swartz: I cannot begin to tell you how disappointed I am in Princess Corp. handling of the recent events concerning the Crown Princess. I understand that equipment failures happen unexpectedly, and you have little control over them but the way your staff handled the cruises affected was totally unacceptable. I believe the generator failed shortly before the 7 May sailing and the ship’s speed capabilities were understood by management at that time. Schedules were adjusted through the end of July and guests did not get to visit Ketchikan and had Icy Point (for 3 hours) substituted. Your team missed the mark again, because every sailing got into Juneau 5 hours late and not one sailing ever got to Icy Point. So here we are on 27 May and you are just now changing the itinerary to reflect the changes on the website but have not informed the guests of the changes. At least I have received nothing from Princess. The cruise that we booked and paid for over a year ago has deteriorated to an Alaska drive-by. We will have half of the time ashore that we paid for and the late arrival in Juneau precludes any excursions. The only full day we have in Alaska will be in Skagway. I follow the blogs (cruise critic.com) on the experiences the guests have had since Crown’s return to service and from what I have seen, you have permanently lost many customers because of your poor handling of the situation. Most feel that the $100 onboard credit is an insult and those that were offered future cruise credits felt they were worthless because they would never cruise with Princess again. The poor communication with your guests is inexcusable. I am a supporter of Princess and have stayed the course with the Crown but feel that you need to hear about the black eye Princess has received over this issue. Sincerely, I thought John P. Was now the President since fall of 2021 not Jan, perhaps i’m Wrong? Link to comment Share on other sites More sharing options...
Namvvet68 Posted May 28, 2022 #206 Share Posted May 28, 2022 2 minutes ago, arizonaperson said: I thought John P. Was now the President since fall of 2021 not Jan, perhaps i’m Wrong? I pulled that name off the web, so it must be right.😁 1 1 Link to comment Share on other sites More sharing options...
Crow9 Posted May 28, 2022 Author #207 Share Posted May 28, 2022 Just did the cruise survey, told them I loved the staff and that the ports were disappointing. Disembarkation was super easy 1 Link to comment Share on other sites More sharing options...
caribill Posted May 28, 2022 #208 Share Posted May 28, 2022 44 minutes ago, arizonaperson said: I thought John P. Was now the President since fall of 2021 not Jan, perhaps i’m Wrong? John P. is the new president of Princess. Jan S. is his boss as she is President of Holland America Group which includes Princess and HAL. Link to comment Share on other sites More sharing options...
arizonaperson Posted May 28, 2022 #209 Share Posted May 28, 2022 5 minutes ago, caribill said: John P. is the new president of Princess. Jan S. is his boss as she is President of Holland America Group which includes Princess and HAL. Thanks Link to comment Share on other sites More sharing options...
jk04 Posted May 28, 2022 #210 Share Posted May 28, 2022 1 hour ago, suzyed said: But now they KNOW we will have issues IN ADVANCE... "but oh well, you already paid for the cruise and we're giving you $100...be thankful." Geez That is the part that is so annoying to me. Yes, we were sent an email at the end of April with the itinerary change, moving the arrival time in Juneau from 1200 to 1430 and swapping Icy Strait for Ketchikan. Along with a goodwill gesture of $100 OBC. We stayed with Crown and adjusted plans accordingly. But, we were still going to be able to enjoy some quality time in the ports. Engine problems happen, I get that, these ships haven't sailed for a couple of years, and it seemed Princess was trying to provide something that resembled an Alaskan cruise. However, as the problems continued to increase or compound and it became obvious Crown cannot handle the itinerary, they cut the time in the first port in half and removed one port altogether. For those on the last few sailings they did offer OBC and FCC. However, now that Princess knows the ship is unable to make the ports, the schedule has been revised and published with no mention of additional OBC or FCC. Instead we are reminded we agreed to the Passage Contract. The Passage Contract is extremely slanted in favor of Princess who, for any reason or without notice, can change or remove all ports from a cruise if they so choose. According to said contract we have no claims against Princess for a laundry list of items, among them refunds, travel expenses, inconvenience, or disappointment. All of this falls on the guest unless…. the change was otherwise beyond Carrier’s exclusive control. The problem is not due to unforeseen circumstances such as weather, pandemic, or national emergency or even an unexpected mechanical breakdown, such as the fire on Freedom. But, a known mechanical issue and the handling of the problem can be done entirely by Princess. Currently on their website there are other cruises affected for various reasons with alternatives. The sailings on Crown should be given the same options, move to an equivalent cruise, future cruise credit, or a refund. This would at least keep people from complaining, berating, and otherwise abusing Guest Services, the Excursion Desk and other staff on Crown during each sailing. 8 Link to comment Share on other sites More sharing options...
vikkster Posted May 28, 2022 #211 Share Posted May 28, 2022 4 hours ago, JeffT237 said: We used port valet without problems on the May 7th sailing, we got our boarding passes and the luggage tags later in the evening, we got back to our cabin around 10pm and they were there. The traditional luggage tags came much earlier for the non port valet passengers, and most had their luggage out before dinner. Our room steward told us they pick up luggage all night long, our bags were out at 10:30pm and the next time we saw them was back in SoCal. We were able to track them online and saw they were checked in at SeaTac. We had a later flight so it was nice to experience the day in Seattle exploring luggage free. I am doing self assist but one of my friends on the cruise is using Port Valet flying on Delta. When did you pay your luggage fees? When you do your on line airline checkin or do you know if they can prepay on the original flight to Seattle precruise? Link to comment Share on other sites More sharing options...
JeffT237 Posted May 28, 2022 #212 Share Posted May 28, 2022 8 minutes ago, vikkster said: I am doing self assist but one of my friends on the cruise is using Port Valet flying on Delta. When did you pay your luggage fees? When you do your on line airline checkin or do you know if they can prepay on the original flight to Seattle precruise? My understanding any baggage fees are charged to your onboard account once Princess checks you in. Princess handles the check in for you, prints your boarding pass and delivers it to your cabin with the tags. We did not have any baggage fees from Delta as they were part of our airfare and I saw on my folio the baggage fee was charged then immediately a credit for the amount, I imagine if you prepaid them they would do the same thing. It really worked as planned, no issues at all and the best thing is it is a free service from the Port of Seattle. 3 Link to comment Share on other sites More sharing options...
jk04 Posted May 28, 2022 #213 Share Posted May 28, 2022 41 minutes ago, JeffT237 said: My understanding any baggage fees are charged to your onboard account once Princess checks you in. Princess handles the check in for you, prints your boarding pass and delivers it to your cabin with the tags. We did not have any baggage fees from Delta as they were part of our airfare and I saw on my folio the baggage fee was charged then immediately a credit for the amount, I imagine if you prepaid them they would do the same thing. It really worked as planned, no issues at all and the best thing is it is a free service from the Port of Seattle. So happy to read that it's working well. I was wondering if it was really going to be free or if Princess was going to charge the $20pp as it was previously. Either way, still worth it for me, I'm a consummate over-packer. Link to comment Share on other sites More sharing options...
suzyed Posted May 28, 2022 #214 Share Posted May 28, 2022 (edited) On 5/27/2022 at 12:54 PM, Namvvet68 said: Just mailed this letter : 27 May 27, 2022 Ms. Jan Swartz Group President 24305 Town Center Drive Santa Clarita, CA 91355 Dear Ms. Swartz: I cannot begin to tell you how disappointed I am in Princess Corp. handling of the recent events concerning the Crown Princess. I understand that equipment failures happen unexpectedly, and you have little control over them but the way your staff handled the cruises affected was totally unacceptable. I believe the generator failed shortly before the 7 May sailing and the ship’s speed capabilities were understood by management at that time. Schedules were adjusted through the end of July and guests did not get to visit Ketchikan and had Icy Point (for 3 hours) substituted. Your team missed the mark again, because every sailing got into Juneau 5 hours late and not one sailing ever got to Icy Point. So here we are on 27 May and you are just now changing the itinerary to reflect the changes on the website but have not informed the guests of the changes. At least I have received nothing from Princess. The cruise that we booked and paid for over a year ago has deteriorated to an Alaska drive-by. We will have half of the time ashore that we paid for and the late arrival in Juneau precludes any excursions. The only full day we have in Alaska will be in Skagway. I follow the blogs (cruise critic.com) on the experiences the guests have had since Crown’s return to service and from what I have seen, you have permanently lost many customers because of your poor handling of the situation. Most feel that the $100 onboard credit is an insult and those that were offered future cruise credits felt they were worthless because they would never cruise with Princess again. The poor communication with your guests is inexcusable. I am a supporter of Princess and have stayed the course with the Crown but feel that you need to hear about the black eye Princess has received over this issue. Sincerely, I would love to copy and send this as well. What address did you send it to? Do you know the email address for Jan? Edited May 28, 2022 by suzyed Link to comment Share on other sites More sharing options...
hpeabody Posted May 28, 2022 #215 Share Posted May 28, 2022 28 minutes ago, suzyed said: I would love to copy and send this as well. What address did you send it to? Do you know the email address for Jan? Try this one, Susan. jswartz@princesscruises.com 1 Link to comment Share on other sites More sharing options...
Sunwanabe Posted May 28, 2022 #216 Share Posted May 28, 2022 4 hours ago, jk04 said: That is the part that is so annoying to me. Yes, we were sent an email at the end of April with the itinerary change, moving the arrival time in Juneau from 1200 to 1430 and swapping Icy Strait for Ketchikan. Along with a goodwill gesture of $100 OBC. We stayed with Crown and adjusted plans accordingly. But, we were still going to be able to enjoy some quality time in the ports. Engine problems happen, I get that, these ships haven't sailed for a couple of years, and it seemed Princess was trying to provide something that resembled an Alaskan cruise. However, as the problems continued to increase or compound and it became obvious Crown cannot handle the itinerary, they cut the time in the first port in half and removed one port altogether. For those on the last few sailings they did offer OBC and FCC. However, now that Princess knows the ship is unable to make the ports, the schedule has been revised and published with no mention of additional OBC or FCC. Instead we are reminded we agreed to the Passage Contract. The Passage Contract is extremely slanted in favor of Princess who, for any reason or without notice, can change or remove all ports from a cruise if they so choose. According to said contract we have no claims against Princess for a laundry list of items, among them refunds, travel expenses, inconvenience, or disappointment. All of this falls on the guest unless…. the change was otherwise beyond Carrier’s exclusive control. The problem is not due to unforeseen circumstances such as weather, pandemic, or national emergency or even an unexpected mechanical breakdown, such as the fire on Freedom. But, a known mechanical issue and the handling of the problem can be done entirely by Princess. Currently on their website there are other cruises affected for various reasons with alternatives. The sailings on Crown should be given the same options, move to an equivalent cruise, future cruise credit, or a refund. This would at least keep people from complaining, berating, and otherwise abusing Guest Services, the Excursion Desk and other staff on Crown during each sailing. PC handling of the Crown voyages has been extremely poor. Hopefully enough passengers will call and write to HQ and voice their own personal displeasure with the experience. 4 Link to comment Share on other sites More sharing options...
suzyed Posted May 29, 2022 #217 Share Posted May 29, 2022 (edited) 4 hours ago, Sunwanabe said: PC handling of the Crown voyages has been extremely poor. Hopefully enough passengers will call and write to HQ and voice their own personal displeasure with the experience. If you are still 30 days out you can cancel under the Cruise With Confidence policy. It takes a while to get all your FCCs however. I did it with the Enchanted Baltic cruise earlier this year. Edited May 29, 2022 by suzyed Link to comment Share on other sites More sharing options...
suzyed Posted May 29, 2022 #218 Share Posted May 29, 2022 4 hours ago, Sunwanabe said: PC handling of the Crown voyages has been extremely poor. Hopefully enough passengers will call and write to HQ and voice their own personal displeasure with the experience. I just did! 2 Link to comment Share on other sites More sharing options...
Connie N Crew Posted June 2, 2022 #219 Share Posted June 2, 2022 On 5/28/2022 at 12:30 AM, Crow9 said: Victoria has amazing tea Ooooh...where did you go? :) Link to comment Share on other sites More sharing options...
Connie N Crew Posted June 2, 2022 #220 Share Posted June 2, 2022 On 5/26/2022 at 8:29 PM, MarcsSharon said: First thing tomorrow I am contacting a Maritime Attorney here in Florida…this is total BS. Were you able to speak with an attorney? I'm curious about their take on this situation. Thanks! 1 1 Link to comment Share on other sites More sharing options...
Riley_Mon Posted June 2, 2022 #221 Share Posted June 2, 2022 On 5/28/2022 at 10:47 PM, suzyed said: I just did! I emailed as well. I just wonder if anyone will get a direct response. 1 Link to comment Share on other sites More sharing options...
JeffT237 Posted June 2, 2022 #222 Share Posted June 2, 2022 8 minutes ago, Riley_Mon said: I emailed as well. I just wonder if anyone will get a direct response. What I have done since our return from the May 7th sailing is to complete our cruise survey with a detailed narrative, filed an online complaint, had several chat sessions, and spoke with someone at customer care who suggested sending an email directed to the "executive team". I have since directly emailed the CEO as well as a few VPs. I have yet to hear back directly from anyone. I have been told a few things now, a response will be within 7-10 business days and yesterday I was told 24-48 hours. I have been told a few different timelines for our refund of about $750 for cancelled excursions, from a few days to 6-8 weeks. I was told onboard our FCC would be refunded as cash if not used only to be told post cruise it will be forfeited if not used by 12/22. I have very little confidence in Princess. I have made it a point in all of my communications with Princess to please not ignore me, as an unsatisfied customer with the product they provided I have every right to express that and ask for a resolution. And yes I am aware that I signed a cruise contract. 3 Link to comment Share on other sites More sharing options...
Riley_Mon Posted June 2, 2022 #223 Share Posted June 2, 2022 25 minutes ago, JeffT237 said: What I have done since our return from the May 7th sailing is to complete our cruise survey with a detailed narrative, filed an online complaint, had several chat sessions, and spoke with someone at customer care who suggested sending an email directed to the "executive team". I have since directly emailed the CEO as well as a few VPs. I have yet to hear back directly from anyone. I have been told a few things now, a response will be within 7-10 business days and yesterday I was told 24-48 hours. I have been told a few different timelines for our refund of about $750 for cancelled excursions, from a few days to 6-8 weeks. I was told onboard our FCC would be refunded as cash if not used only to be told post cruise it will be forfeited if not used by 12/22. I have very little confidence in Princess. I have made it a point in all of my communications with Princess to please not ignore me, as an unsatisfied customer with the product they provided I have every right to express that and ask for a resolution. And yes I am aware that I signed a cruise contract. The calculus for this is to cross the pain threshold for them. At the moment they saw a reduced cruise and made the decision that it was still a good enough cruise with Icy Point that customers in general would accept it - I think they miscalculated that but still with the early people jumping to the Discovery they were still at a net zero game. Then with the reality the quality of the cruise is severely impacted by dropping Icy Point and limited time in Juneau, the passengers have a responsibility, I believe , to pursue equity in this situation. That means use every and all resources at our disposal to show Princess we are unhappy with their solution and expect satisfaction on our part. I think the building consensus is a 50% FCC. Until it gets to the point that Princess can't turn around without being reminded how poorly they have handled the situation, they will continue to attempt to maximize their profits while delivering a sub standard cruise experience. A good start would be hundreds of passengers sending emails to executives and just as many hitting social media. Perhaps reaching out to social media cruise influencers like La Lida Loca and Dons Family Vacations. Don actually did a story already on the Crown saying Cruise Lines are letting customers down, but that was focused primarily on the May 7th cruise. 4 Link to comment Share on other sites More sharing options...
JeffT237 Posted June 2, 2022 #224 Share Posted June 2, 2022 2 minutes ago, Riley_Mon said: I think the building consensus is a 50% FCC Yes this seems to be the consensus, it is what I will be asking for as I think that would be a fair resolution. I do acknowledge what I did receive on our voyage. 4 minutes ago, Riley_Mon said: Until it gets to the point that Princess can't turn around without being reminded how poorly they have handled the situation, they will continue to attempt to maximize their profits while delivering a sub standard cruise experience. A good start would be hundreds of passengers sending emails to executives and just as many hitting social media It sounds like many are doing an email campaign, I encourage those who have not to do so if you feel Princess has not handled this situation adequately. The bad reviews are everywhere now, not only on CC but also on other platforms and it really has increased on social media. The issue is front and center on Princess's Facebook page. Some of the main cruise YouTube influencers are reporting on the Crown issues and criticizing Princess's position on these sailings. Will any of this help? Remains to be seen. 5 Link to comment Share on other sites More sharing options...
Sunwanabe Posted June 2, 2022 #225 Share Posted June 2, 2022 45 minutes ago, JeffT237 said: Yes this seems to be the consensus, it is what I will be asking for as I think that would be a fair resolution. I do acknowledge what I did receive on our voyage. It sounds like many are doing an email campaign, I encourage those who have not to do so if you feel Princess has not handled this situation adequately. The bad reviews are everywhere now, not only on CC but also on other platforms and it really has increased on social media. The issue is front and center on Princess's Facebook page. Some of the main cruise YouTube influencers are reporting on the Crown issues and criticizing Princess's position on these sailings. Will any of this help? Remains to be seen. Definitely a sad commentary on how Princess corporate has and continues to handle the Crown cruises and their paying passengers. I have faith with the many complaints that PC will compensate adequately. It's a service industry first and foremost with expectations clearly falling short. 2 Link to comment Share on other sites More sharing options...
Recommended Posts
Please sign in to comment
You will be able to leave a comment after signing in
Sign In Now