Refund Advice (was in COVID isolation)

[ericmcgovern]

I know folks have been posting about their trials and tribulations with Princess Customer Support, but wondering if anyone has advice for getting a refund.

 

Back in April,  my entire family tested positive for COVID about 3/5 of the way through a cruise. We were kept in isolation (thankfully we stayed in our room) until the end of the cruise. Unfortunately for us, we had a few spa appointments and specialty dining reservations we had already paid for. We were assured multiple times by multiple staff members that everything would be taken care of. I called (and logged all of my calls) to the front desk, medical and the various booking areas all the way up to the last day of the cruise as my folio was still showing the charges.  

 

When we disembarked - the folio we were emailed was a mess - showing just a few items for one of us - and the bulk of the amount appearing as a single line item coming in from my daughter's folio. Due to this, I assumed we were overcharged, but couldn't confirm it. After nearly a month of calling, waiting on hold and giving up (and trying chat / email with no luck) I was finally able to get ahold of someone who understood and sent me what I can only assume is a complete raw dump of our folio. I then spent several hours trying to decode how the charges worked and determined that yes indeed we were overcharged as none of the items after our isolation began were removed. So began the phone adventure again, after another month finally able to get ahold of someone who *I think* understood what I was trying to do - and indicated I would get a check in 6-8 weeks with the refund amount.  When nothing showed up, we finally filed a claim with our credit card - as that seems to be the only way to get this resolved. I just spent another few hours compiling all the documentation, typing it up and sending it to the credit card - at this point I am probably at least 15 hours of time into this.

 

This entire exercise is silly to me - I feel like if I could just speak with someone who could understand the basics this would all be sorted. We went into isolation on date X and therefore we should have zero charges from date X until the end of the cruise (which is when isolation ended). I would normally just let this go, but it is not a small amount of money. 

 

Has anyone had success getting through to someone that isn't just a customer support rep who can't see anything and isn't used to dealing with this type of issue? Twitter? Letter to the CEO? Carrier pigeon back to the ship?

 

Apologies for the lengthy post and thanks for any pointers!

[DallasGuy75219]

Unfortunately credit card consumers are increasingly forced to use disputes in the COVID era.  People have had their fill of the never-ending cycle of calling in and being put on hold, only to speak to a incompetent rep who promises a refund but doesn't process it correctly or at all, only to have to repeat it the process a month or two later when the refund never shows

 

I just went through it myself with Lufthansa.  First agent hung up on me, second agent transferred me to United to get rid of me when the problem was clearly Lufthansa's, and third agent said I'd get a refund in 7-10 days.  When the refund didn't post within a month I disputed the transaction rather than wasting more time and energy on the phone with Lufthansa.

[Honolulu Blue]

In addition to disputing all the relevant charges as @DallasGuy75219 mentioned, I'd try writing an e-mail and a snail mail letter to John Padgett in Santa Clarita.  Explain to him what you explained to us, give him all the details, suggest a resolution, and give him as many ways to contact you as possible.  On the off chance that he takes pity on you, it almost certainly won't be him that does the contacting, but an underling that hopefully resolves this.  No guarantees, but it might work.  You never know.

 

I'm sorry this all had to happen to you.  I hope you get this straightened out.  Please follow up if that happens.

[PacnGoNow]

8 hours ago, ericmcgovern said:

I know folks have been posting about their trials and tribulations with Princess Customer Support, but wondering if anyone has advice for getting a refund.

 

Back in April,  my entire family tested positive for COVID about 3/5 of the way through a cruise. We were kept in isolation (thankfully we stayed in our room) until the end of the cruise. Unfortunately for us, we had a few spa appointments and specialty dining reservations we had already paid for. We were assured multiple times by multiple staff members that everything would be taken care of. I called (and logged all of my calls) to the front desk, medical and the various booking areas all the way up to the last day of the cruise as my folio was still showing the charges.  

 

When we disembarked - the folio we were emailed was a mess - showing just a few items for one of us - and the bulk of the amount appearing as a single line item coming in from my daughter's folio. Due to this, I assumed we were overcharged, but couldn't confirm it. After nearly a month of calling, waiting on hold and giving up (and trying chat / email with no luck) I was finally able to get ahold of someone who understood and sent me what I can only assume is a complete raw dump of our folio. I then spent several hours trying to decode how the charges worked and determined that yes indeed we were overcharged as none of the items after our isolation began were removed. So began the phone adventure again, after another month finally able to get ahold of someone who *I think* understood what I was trying to do - and indicated I would get a check in 6-8 weeks with the refund amount.  When nothing showed up, we finally filed a claim with our credit card - as that seems to be the only way to get this resolved. I just spent another few hours compiling all the documentation, typing it up and sending it to the credit card - at this point I am probably at least 15 hours of time into this.

 

This entire exercise is silly to me - I feel like if I could just speak with someone who could understand the basics this would all be sorted. We went into isolation on date X and therefore we should have zero charges from date X until the end of the cruise (which is when isolation ended). I would normally just let this go, but it is not a small amount of money. 

 

Has anyone had success getting through to someone that isn't just a customer support rep who can't see anything and isn't used to dealing with this type of issue? Twitter? Letter to the CEO? Carrier pigeon back to the ship?

 

Apologies for the lengthy post and thanks for any pointers!

From recent posts it took about 4 months to get their refunds.

 

Their refund department must be overwhelmed with the amount if claims from OB covid.  It would be so efficient if they would separate the refund departments, so guests would know where to send their requests.

 

But, if it were me, I’d probably ask for assistance with a refund.

 

customerrelations@princesscruises.com

 

JSwartz@princesscruises.com

 

 

 

[CineGraphic]

Yes, sadly at this moment, Princess is lacking folks with basic comprehension skills.

While some folks are enjoying their cruises with little to no hiccups, many are experiencing sub-par cruises. It's best to wait this out and not sail with them until they get their act together.

[PacnGoNow]

2 hours ago, CineGraphic said:

Yes, sadly at this moment, Princess is lacking folks with basic comprehension skills.

While some folks are enjoying their cruises with little to no hiccups, many are experiencing sub-par cruises. It's best to wait this out and not sail with them until they get their act together.

I hate to say this, but a lot of cruiselines are facing the same issues. It’s not just PCL.  I know a lot of family and friends are all going through similar issues with CCL, RCCL, etc.  Airlines too!

 

I’m not waiting, I waited long enough. 😳

 

[ericmcgovern]

Thanks for the info everyone! I will try the other avenues suggested - I am so deep into this, a few more hours of contacting folks can't hurt. 

 

I did send quite a bit of evidence to the credit card - that plainly shows when we were diagnosed and when our bookings were (as well as the fact that we had isolated for 5 days).  I am hopeful that someone will take the time to read through it, because it is plain as day that we are owed a refund.