hellopuppies Posted June 30, 2022 #1 Share Posted June 30, 2022 Hi, I am totally upset about how Princess messed up my Future Cruise Credits. They just moved around without my consent and notifications. Spent more than five hours talking to the reps still didn't resolve. So I emailed to Jan Swartz and Collin Steinke today, no response and no auto reply. Wonder how can the problem be solved and how bad customer service provided by Princess now. 1 6 Link to comment Share on other sites More sharing options...
AZ Stan (FKA Stan in Chicago) Posted June 30, 2022 #2 Share Posted June 30, 2022 I emailed both of them about a refund problem, and received a phone call in response about 3 days later. AZ Stan 1 1 Link to comment Share on other sites More sharing options...
Rare CineGraphic Posted June 30, 2022 #3 Share Posted June 30, 2022 It took over a month for someone to call me after emailing Jan. 1 Link to comment Share on other sites More sharing options...
Rare JimmyVWine Posted June 30, 2022 #4 Share Posted June 30, 2022 1 6 Link to comment Share on other sites More sharing options...
Rare azbirdmom Posted June 30, 2022 #5 Share Posted June 30, 2022 I don't know if Collin is still in the same job at Princess. Elliott.org has finally changed the contacts to those below. Note that if you send anything to John Padgett, I'd also send it using "@princesscruises.com" as the "@princess.com" domain is accurate. 4 Link to comment Share on other sites More sharing options...
Rare PacnGoNow Posted June 30, 2022 #6 Share Posted June 30, 2022 (edited) 1 hour ago, hellopuppies said: Hi, I am totally upset about how Princess messed up my Future Cruise Credits. They just moved around without my consent and notifications. Spent more than five hours talking to the reps still didn't resolve. So I emailed to Jan Swartz and Collin Steinke today, no response and no auto reply. Wonder how can the problem be solved and how bad customer service provided by Princess now. Did you by chance, make a new booking? They automatically come out if you make a new one. Unless you tell them not to. I did NOT make a new booking or change one but.. I had FCC’s disappear. 🫠 I had FCC’s partially disappear today. Check my account and cruises, flights every day, as now I’m paranoid! Lol I saw some of my FCC’s disappear overnight. My TA is off, so I know it was someone at PCL. Chat line: Talked with supervisor and they had to send it to the Missing FCC Dept. Hmmm didn’t know there was a dept for that. Said I should hear back in 3-5 business days. Okay…. we’ll see, I need that for final pymt coming up very soon!!! Edited June 30, 2022 by PacnGoNow 1 Link to comment Share on other sites More sharing options...
Bgwest Posted June 30, 2022 #7 Share Posted June 30, 2022 Remember the Johnny Mathis song, "The Twelfth of Never"?? 1 4 Link to comment Share on other sites More sharing options...
Thrak Posted June 30, 2022 #8 Share Posted June 30, 2022 I I sent email to Jan and got a phone call maybe a week later. 1 Link to comment Share on other sites More sharing options...
Bgwest Posted July 1, 2022 #9 Share Posted July 1, 2022 1 hour ago, Thrak said: I I sent email to Jan and got a phone call maybe a week later. I'm still awaiting a response to a May 15th email (with a June 15th follow-up) email sent to her. For all the good it will do, I'll send a second follow-up on July 15. This time I'll also post to the Princess twitter page. Link to comment Share on other sites More sharing options...
Rare ontheweb Posted July 1, 2022 #10 Share Posted July 1, 2022 5 hours ago, PacnGoNow said: Did you by chance, make a new booking? They automatically come out if you make a new one. Unless you tell them not to. I did NOT make a new booking or change one but.. I had FCC’s disappear. 🫠 I had FCC’s partially disappear today. Check my account and cruises, flights every day, as now I’m paranoid! Lol I saw some of my FCC’s disappear overnight. My TA is off, so I know it was someone at PCL. Chat line: Talked with supervisor and they had to send it to the Missing FCC Dept. Hmmm didn’t know there was a dept for that. Said I should hear back in 3-5 business days. Okay…. we’ll see, I need that for final pymt coming up very soon!!! Scary that there is an entire department for missing FCC. 🤦♂️ 1 Link to comment Share on other sites More sharing options...
hellopuppies Posted July 1, 2022 Author #11 Share Posted July 1, 2022 (edited) 9 hours ago, Bgwest said: I'm still awaiting a response to a May 15th email (with a June 15th follow-up) email sent to her. For all the good it will do, I'll send a second follow-up on July 15. This time I'll also post to the Princess twitter page. Good idea. I won't have the patience to wait for months. Will post to Princess twitter page if no response next week. Edited July 1, 2022 by hellopuppies Link to comment Share on other sites More sharing options...
Bwana Tom Posted July 1, 2022 #12 Share Posted July 1, 2022 What is the email address for Jan Swartz? Link to comment Share on other sites More sharing options...
hellopuppies Posted July 1, 2022 Author #13 Share Posted July 1, 2022 46 minutes ago, Bwana Tom said: What is the email address for Jan Swartz? jswartz@princesscruises.com 1 Link to comment Share on other sites More sharing options...
Rare PescadoAmarillo Posted July 1, 2022 #14 Share Posted July 1, 2022 19 hours ago, hellopuppies said: Hi, I am totally upset about how Princess messed up my Future Cruise Credits. They just moved around without my consent and notifications. Spent more than five hours talking to the reps still didn't resolve. So I emailed to Jan Swartz and Collin Steinke today, no response and no auto reply. Wonder how can the problem be solved and how bad customer service provided by Princess now. This was the story of my 2020 and 2021 relationship with Princess. On board COVID treatment is the story of my 2022 relationship with them. Any wonder why I’m not lining up to sail again anytime soon? They exhaust me. But I am adding two more 2023 cruises with the $1 deposit sale. We’ll then have $6 on deposit with Princess. That’s as high as I’ll go, and we used to have more than 50 FCDs each on deposit (but- little known fact- only 50 show at any point in time in the Captains Circle account). 5 Link to comment Share on other sites More sharing options...
brisalta Posted July 3, 2022 #15 Share Posted July 3, 2022 (edited) On 6/30/2022 at 1:12 PM, azbirdmom said: I don't know if Collin is still in the same job at Princess. Elliott.org has finally changed the contacts to those below. Note that if you send anything to John Padgett, I'd also send it using "@princesscruises.com" as the "@princess.com" domain is accurate. Is John Padgett still there or on his way out? The reason I ask is yesterday I received a "Prepare for your cruise" email from Princess about an upcoming cruise that I booked. No mention of John Padgett but a greeting from Jan Swartz of Holland America Group with a link to her welcoming people back to Princess. Here is the Watch Now link Edited July 3, 2022 by brisalta 1 Link to comment Share on other sites More sharing options...
caribill Posted July 3, 2022 #16 Share Posted July 3, 2022 On 6/30/2022 at 9:03 PM, ontheweb said: Scary that there is an entire department for missing FCC. 🤦♂️ The entire department might be just one person. 1 Link to comment Share on other sites More sharing options...
Rare azbirdmom Posted July 3, 2022 #17 Share Posted July 3, 2022 (edited) 8 hours ago, brisalta said: Is John Padgett still there or on his way out? The reason I ask is yesterday I received a "Prepare for your cruise" email from Princess about an upcoming cruise that I booked. No mention of John Padgett but a greeting from Jan Swartz of Holland America Group with a link to her welcoming people back to Princess. Here is the Watch Now link Hmm. Haven’t heard anything about that but nothing would surprise me. ETA: I looked through my email archives and found a prepare for your cruise email received on June 9th. Looks the same as your’s so she has been featured on these emails for at least a few weeks. Edited July 3, 2022 by azbirdmom 1 Link to comment Share on other sites More sharing options...
triple7tahoe Posted July 5, 2022 #18 Share Posted July 5, 2022 For the record, I emailed one of these folks regarding a totally messed up Princess Air arrangement on Friday for a flight leaving this Thursday. Less than a week out--I received a phone call from one of them as I was on my way to dinner tonight (July 4th) and although I cannot say they solved anything, the person did say "I wasn't going to be happy but there wasn't anything she could do this late (close to flight). I won't bore you with the details or the rest of the 35 minute conversation but emails do get answered. 1 Link to comment Share on other sites More sharing options...
Eaglecw Posted July 5, 2022 #19 Share Posted July 5, 2022 On 6/30/2022 at 12:08 PM, hellopuppies said: Hi, I am totally upset about how Princess messed up my Future Cruise Credits. They just moved around without my consent and notifications. Spent more than five hours talking to the reps still didn't resolve. So I emailed to Jan Swartz and Collin Steinke today, no response and no auto reply. Wonder how can the problem be solved and how bad customer service provided by Princess now. I'm in the same boat. We lost 2 FCC's that were applied to our booking long after the cruise was paid for. They say they were applied to XYZA sailing along with our goodwill credit. Now the fight is on to get those FCC reinstated back to our account. Link to comment Share on other sites More sharing options...
Rare geoherb Posted July 5, 2022 #20 Share Posted July 5, 2022 I sent a letter in January. I followed up in May with the online customer service form. I have yet to hear back from anyone. Link to comment Share on other sites More sharing options...
Rare milogurd Posted July 5, 2022 #21 Share Posted July 5, 2022 On 6/30/2022 at 7:03 PM, ontheweb said: Scary that there is an entire department for missing FCC. 🤦♂️ It's the "Consistently Inconsistent Department of Redundancy Department". 🤪 4 Link to comment Share on other sites More sharing options...
CruiseCrabs Posted July 6, 2022 #22 Share Posted July 6, 2022 You do realize that emails sent to executive leadership are often delegate down to a department that is intended to handle the issue, right? Also, some emails are never received for a variety of reasons tied to the sender or receiver’s email provider. Send registered mail to corporate with an attention to your issue. At least, you will have proof that the letter was received. This is the best argument for snail mail. 1 Link to comment Share on other sites More sharing options...
Rare geoherb Posted July 6, 2022 #23 Share Posted July 6, 2022 2 hours ago, SwankieG said: You do realize that emails sent to executive leadership are often delegate down to a department that is intended to handle the issue, right? Also, some emails are never received for a variety of reasons tied to the sender or receiver’s email provider. Send registered mail to corporate with an attention to your issue. At least, you will have proof that the letter was received. This is the best argument for snail mail. If you fill out the support request at the bottom of the contact page (https://book.princess.com/captaincircle/customerCare.page), you will receive an automated email reply saying that Princess has received your communication, including the details you wrote. Link to comment Share on other sites More sharing options...
hellopuppies Posted July 6, 2022 Author #24 Share Posted July 6, 2022 Updates: got an email from Princess Customer Relations Department last night. Hopefully problem to be solved soon. Fingers crossed. 1 Link to comment Share on other sites More sharing options...
rj59 Posted July 8, 2022 #25 Share Posted July 8, 2022 Does Jan even work at Princess now? I thought she was moved to some job involving Princess, HAL, and some other line. They have John Padgett doing the sailaway rah rah speech now, which is disappointing for single males like me who liked seeing Jan. Link to comment Share on other sites More sharing options...
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