Majestic Princess - Alaska - Sail Aug 20 - Cancelled?

[Swsimpson1]

I just got a letter at 2:48am cst that my booking on this cruise, that is supposed to leave in 4 days, has been cancelled. Curious if others have received the same notification? No reason is given that I can see for the cancellation.

[phabric]

I would be on the phone to Princess or your agent right away to find out why. .  Post here when you know anything 

 

I a curious too why it would be cancelled.  I am on the Majestic August 27, I am getting on when you were getting off.

Edited August 16, 2022 by phabric

[phabric]

Princess site still shows the Majestic August 20 for booking.

[CineGraphic]

Once you have spoken with Princess, and the dust has settled, please let us know what happened.

[Cruise Raider]

Hmmm?  Yes, please come back and let us know what happened.  
 

[azbirdmom]

5 hours ago, Swsimpson1 said:

I just got a letter at 2:48am cst that my booking on this cruise, that is supposed to leave in 4 days, has been cancelled. Curious if others have received the same notification? No reason is given that I can see for the cancellation.

 

Did you book a casino cruise by any chance?  If so, either they didn't pay their portion or the notice is a mistake.  Is the cruise still shown in your cruise personalizer and in the Medallion app?  Please let us know what happens and I wish you the best!

[dog]

Call.

It can be booked. There is a roll call, but no one has posted about it. 

good luck

[Swsimpson1]

What happened is that Princess gave me a "free" cruise up to 12 days courtesy the casino. I made the booking for Alaska 7 days (everything else i wanted was sold out), paid the taxes and etc the day of the booking and there was an outstanding amount the casino would then cover - because it is a free cruise right? Now fast forward to last night and the part that the casino was to pay never got paid! So the system cancelled out the reservation last night since there was still a balance outstanding and we are 4 days to the cruise date. There is no reason for such ridiculousness. As you know you have to check in and do certain things online, as well as on their medallion app. All of it dropped out of the system, including the excursions which I am certain are sold out now and all the reservations i made for specialty dining are wiped out. It is a total reset. Allegedly there are some bosses working on putting things back but it will take a few hours. It sounded like the excursions and things are a maybe to get those back. They got the room back. They will follow up with me at the end of their day to update me and said it may take until Thursday to put everything right. I shared that my flight is supposed to leave at 6am on Thursday and I am not boarding a plane to fly to Anchorage on "maybe" and that the excursions at least have to be put back or they can just cancel it all. I will come back here to share what happens at the end of the story. Right now the ending to the story is anyone's guess.

[azbirdmom]

2 hours ago, Swsimpson1 said:

What happened is that Princess gave me a "free" cruise up to 12 days courtesy the casino. I made the booking for Alaska 7 days (everything else i wanted was sold out), paid the taxes and etc the day of the booking and there was an outstanding amount the casino would then cover - because it is a free cruise right? Now fast forward to last night and the part that the casino was to pay never got paid! So the system cancelled out the reservation last night since there was still a balance outstanding and we are 4 days to the cruise date. There is no reason for such ridiculousness. As you know you have to check in and do certain things online, as well as on their medallion app. All of it dropped out of the system, including the excursions which I am certain are sold out now and all the reservations i made for specialty dining are wiped out. It is a total reset. Allegedly there are some bosses working on putting things back but it will take a few hours. It sounded like the excursions and things are a maybe to get those back. They got the room back. They will follow up with me at the end of their day to update me and said it may take until Thursday to put everything right. I shared that my flight is supposed to leave at 6am on Thursday and I am not boarding a plane to fly to Anchorage on "maybe" and that the excursions at least have to be put back or they can just cancel it all. I will come back here to share what happens at the end of the story. Right now the ending to the story is anyone's guess.

 

That's what I thought - despite the fact that the casino reservation folks say that could never happen!  Hope their word is good and they are able to get back everything that you pre-booked.  What a mess.

[Swsimpson1]

What happened is that Princess gave me a "free" cruise up to 12 days courtesy the casino. I made the booking for Alaska 7 days (everything else i wanted was sold out), paid the taxes and etc the day of the booking and there was an outstanding amount the casino would then cover - because it is a free cruise right? Now fast forward to last night and the part that the casino was to pay never got paid! So the system cancelled out the reservation last night since there was still a balance outstanding and we are 4 days to the cruise date. There is no reason for such ridiculousness. As you know you have to check in and do certain things online, as well as on their medallion app. All of it dropped out of the system, including the excursions which I am certain are sold out now and all the reservations i made for specialty dining are wiped out. It is a total reset. Allegedly there are some bosses working on putting things back but it will take a few hours. It sounded like the excursions and things are a maybe to get those back. They got the room back. They will follow up with me at the end of their day to update me and said it may take until Thursday to put everything right. I shared that my flight is supposed to leave at 6am on Thursday and I am not boarding a plane to fly to Anchorage on "maybe" and that the excursions at least have to be put back or they can just cancel it all. I will come back here to share what happens at the end of the story. Right now the ending to the story is anyone's guess.

 

Update Wednesday night:

Casino Services called me this evening to let me know the supervisor is still working on everything. I can see the cruise and room restored online and on the Medallion app, however everything else is wiped such as ny check-in, specialty restaurant reservations and excursions. I was told to call back in the morning to ask to speak with the supervisor to see if the excursions can at least be restored. All the while I am supposed to be flying out Thursday morning at 6am, so I have to get the covid test tomorrow, but why get it if the excursions can't be put back? The excursions are how I see locations and structures and cultures that I want to experience. Take that away and I don't see the point, I would just be taking a taxi into the port towns and meandering. Here is hoping the excursions can be put back.

[caribill]

2 hours ago, Swsimpson1 said:

What happened is that Princess gave me a "free" cruise up to 12 days courtesy the casino. I made the booking for Alaska 7 days (everything else i wanted was sold out), paid the taxes and etc the day of the booking and there was an outstanding amount the casino would then cover - because it is a free cruise right? Now fast forward to last night and the part that the casino was to pay never got paid! So the system cancelled out the reservation last night since there was still a balance outstanding and we are 4 days to the cruise date.

 

Unfortunately you are not the only person this has happened to as there have been posts in the past by others that had the same experience. However, if I remember correctly, their cancellations were soon after final payment date, not very close to embarkation as what happened to you.

 

I hope you get your excursions back and have a great "free" cruise.

[azbirdmom]

8 hours ago, caribill said:

 

Unfortunately you are not the only person this has happened to as there have been posts in the past by others that had the same experience. However, if I remember correctly, their cancellations were soon after final payment date, not very close to embarkation as what happened to you.

 

I hope you get your excursions back and have a great "free" cruise.

 

I was one of those people.  Casino reservations can cancel at any time if you add anything that is billed as part of a booking (like EZAir, transfers or insurance) either yourself or by calling the non-casino Princess reservation line.  The casino reservations folks must add those items and then must protect the booking.

 

What the OP is experiencing is quite unusual and painful.  As I mentioned I had been told before my casino cruise last month that they never miss making their final payment.  Clearly something went terribly wrong and the process isn't as failsafe as they say.  I have one more of these reservations booked and will definitely be on the phone with them a week before the cruise to ensure that they pay on time.  Continuing to send good wishes to the OP.

[Swsimpson1]

Today I found out I would have to be on the ship in order to book excursions again so I asked for a cancellation and a full refund for the specialty dining, excursions I had paid for but they cancelled and hadn't reimbursed me, as well as the fees and fees. It only took calling the Casino Services 3 times today, leaving messages for the Supervisor and finally on the 3rd call toward this evening a representative got to her to get this cancelled. Oh, and the offer? Since the offer had a stipulation of booking in July, it is now expired. I cannot overstate enough the blown away level of dissatisfaction and disgust I have for Princess and the Carnival Cruise company right now. I feel this really needs some high level exposure and no idea who to write to or where. For the company to offer something like this to their valued cruisers, and then for the customer to meet incompetence at every turn to the point of canceling it is something any chief exec I have ever met would want to know about.

[Sea Hag]

6 minutes ago, Swsimpson1 said:

Today I found out I would have to be on the ship in order to book excursions again so I asked for a cancellation and a full refund for the specialty dining, excursions I had paid for but they cancelled and hadn't reimbursed me, as well as the fees and fees. It only took calling the Casino Services 3 times today, leaving messages for the Supervisor and finally on the 3rd call toward this evening a representative got to her to get this cancelled. Oh, and the offer? Since the offer had a stipulation of booking in July, it is now expired. I cannot overstate enough the blown away level of dissatisfaction and disgust I have for Princess and the Carnival Cruise company right now. I feel this really needs some high level exposure and no idea who to write to or where. For the company to offer something like this to their valued cruisers, and then for the customer to meet incompetence at every turn to the point of canceling it is something any chief exec I have ever met would want to know about.

I'm really sorry you had all this happen to you. Shouldn't ever be this way. 🥺

[Astro Flyer]

Sadly it’s not only the casino department who neglects to pay on time because there have also been numerous reports of EZair flight cancelations due to that department failing to pay airlines…awful service from both departments & it’s inexcusable.

 

Edited August 17, 2022 by Astro Flyer

[azbirdmom]

Oh so sorry this all happened to you.  You mentioned wanting to reach out to the executives and here they are (courtesy of elliott.org):

 

Princess Cruise Lines

 

24305 Town Center Drive
Santa Clarita, CA 91355
https://www.princess.com/

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Phone Contacts

Main: (661) 753-0000
Customer Service: (800) 774-6237

Call center hours:

Monday – Friday 6am – 7pm Pacific Time (9am-10pm ET)
Saturday and Sunday 6am – 6pm Pacific Time (9am-9pm ET)

---

 

Email Contacts

customerrelations@princesscruises.com

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Executive Contacts

Primary Contact
Collin Steinke
Director, Customer Relations
24305 Town Center Drive
Santa Clarita, CA 91355
csteinke@princesscruises.com

 

Secondary Contact
Lorna Warren
Vice President Guest Services
24305 Town Center Drive
Santa Clarita, CA 91355
lwarren@princesscruises.com

 

Chief Executive
John Padgett
President
24305 Town Center Drive
Santa Clarita, CA 91355
jpadgett@princess.com

 

In another post someone earlier today someone also mentioned these other addresses for Jan Swartz (she is over Holland America and Princess) and John Padgett:

 

Jan email address: jaswartz@hagroup.com

John email address:japadgett@carnival.com

Edited August 17, 2022 by azbirdmom

[Eaglecw]

21 hours ago, azbirdmom said:

Oh so sorry this all happened to you.  You mentioned wanting to reach out to the executives and here they are (courtesy of elliott.org):

 

Princess Cruise Lines

 

24305 Town Center Drive
Santa Clarita, CA 91355
https://www.princess.com/

---

 

Phone Contacts

Main: (661) 753-0000
Customer Service: (800) 774-6237

Call center hours:

Monday – Friday 6am – 7pm Pacific Time (9am-10pm ET)
Saturday and Sunday 6am – 6pm Pacific Time (9am-9pm ET)

---

 

Email Contacts

customerrelations@princesscruises.com

---

 

---

Executive Contacts

Primary Contact
Collin Steinke
Director, Customer Relations
24305 Town Center Drive
Santa Clarita, CA 91355
csteinke@princesscruises.com

 

Secondary Contact
Lorna Warren
Vice President Guest Services
24305 Town Center Drive
Santa Clarita, CA 91355
lwarren@princesscruises.com

 

Chief Executive
John Padgett
President
24305 Town Center Drive
Santa Clarita, CA 91355
jpadgett@princess.com

 

In another post someone earlier today someone also mentioned these other addresses for Jan Swartz (she is over Holland America and Princess) and John Padgett:

 

Jan email address: jaswartz@hagroup.com

John email address:japadgett@carnival.com

I e-mailed everyone on this list 28 days ago and still not one reply. Princess doesn't seem to care about there loyal customers.