Couldn't Get Help

[teecee60]

12 hours ago, CruisinFinsUp said:

It was unfortunate that you were not told that you could perform all check in at the port when you embarked the ship. Doing it beforehand was not required. That was the advice here on CC earlier in the year after the restart when the app didn't work and the website was not available.     

 

I agree. There is STILL absolutely NO NEED to do ANYTHING "through the app" OR online.

 

Just show up at the pier with your passport, credit card, vax card and negative test. 

 

The Medallion and the APP are THE biggest negatives to cruising on Princess.

 

Edited September 13, 2022 by teecee60

[Guest ldtr]

19 minutes ago, teecee60 said:

 

I agree. There is STILL absolutely NO NEED to do ANYTHING "through the app" OR online.

 

Just show up at the pier with your passport, credit card, vax card and negative test. 

 

The Medallion and the APP are THE biggest negatives to cruising on Princess.

 

Why, as you said you do not have to use Medallion for anything beyond what you used to use an old cruise card for.  You do not have to use the App at all.  One can easily go back to pre-medallion days by simply not using it and you have pretty much the same environment as you had pre-medallion.  Make DR reservations on ship by calling the reservation line or by showing up at the dining room for example.

 

On the other hand some of us have found it pretty handy for a number of purposes including getting through check it much faster, making reservations long before the ship departs, ordering drinks to be brought to us on ship, being able to locate our traveling companions on board, etc.

[jp2746]

6 hours ago, mcrcruiser said:

Try the ABTA in my post above . If this is real then they can get Princess to own up to their commitments . imo , I believe that Princess is purposely  holding back  people's monies  ,if they can get away with it because Carnival corp needs cash desperately  .  Of course this tactic would never be exposed to the public  but ,we have to ask ourselves why is it so difficult  to get back what we own ? 

 

 All that Princess is doing successfully is alienating  a lot of customers & potential cruise customers   .Seems to us they are experts at   that task .  All this will achieve is ti back fire 

Thank you!  I will check into it.  I feel like it isn’t enough money for anyone to care but it is ours so they need to return it. 
 

[Steelers36]

15 hours ago, mcrcruiser said:

Thanks we have cruise many cruise lines including HAL ,Princess ,Celebrity , Royal Caribbean & Carnival   .This is the first time we have ever experienced such "don't care attitudes "  " from  untrained personnel  . Seems to me  that Carnival corporation needs to step in  &  get  Princess  on track before  there is a mass exodus  from this cruise line  .  Successful  business make  their service or products very user friendly  

This is an interesting situation in that:  (1) presumably all the lines let staff go during Covid; (2) lines were short of staff when cruising got going again and as consumer demand mushroomed; (3) lines would have lost staff to other jobs as they wouldn't sit around waiting for phone to ring. 

 

Ergo, a lot of new staff at PCL - and other lines presumably needed to staff up the same.  Where am I going?  You mean to say HAL doesn't have Princess issues?  I certainly don't think they have a crap full-of-bugs app they rolled out 15 months ago and still have issues.  They may not being screwing up guest booking records at HAL and mixing up names and birthdates.  But what about the phone reps?

 

Sometimes I read things from Princess posters here that indicate at least long wait times for other lines as well (phone calls).  But if HAL has competent staff, I wonder why Princess doesn't?

 

Princess IT is a whole other story and they seem to be a bunch of bumbling amateurs that use guests as testing guineas. 

 

[Steelers36]

6 hours ago, ldtr said:

Amazing how some of us have booked and taken multiple cruises on Princess this year and either have not had any problems at all, or have been able to get issues resolved swiftly. 

Parallel universes?

[Shelly97060]

@mcrcruiser did they tell you what the $246 penalty was for?  Did you ( or your TA) by chance pay for Princess Travel Insurance in advance instead of waiting until final payment?  If you paid for the insurance early ( which some people elect to do) that could explain the charge. Either way your TA should be able to tell you what that penalty was for. 

[caribill]

21 hours ago, mcrcruiser said:

My e-mails are all dated  ,so sending a cancelling e-mail on  Sept 2 ,2022 was more than 90 days un advance  ,Thus .no penalties should be accessed .

 

Since you were using a TA, I assume you sent the E-mail to your TA.

 

What counts to Princess is when the TA actually cancelled the booking, not when you requested the TA to do so.

 

So, did the TA cancel the booking on September 2 (a Friday) or did the TA wait until after the holiday weekend and cancel on September 6 by which time you may have been in the penalty period?

[HaveDogWillTravel]

Seems like HAL isn’t any better. 

[Guest ldtr]

22 hours ago, Steelers36 said:

Parallel universes?

or perpendicular attitudes.

[leck57]

On 9/13/2022 at 12:07 AM, wineforhealth said:

Most all is done on the Ocean Ready App and the Medallion app. You said you couldn’t load your security photo on the Web. I know of no way to do it online via the web only the Ocean Ready app

 

 

I thought it was all done on the Medallion Class App - well that's at least what I've done for some time. There are no other various Apps anymore like there used to be. 

[Guest ldtr]

13 hours ago, leck57 said:

 

I thought it was all done on the Medallion Class App - well that's at least what I've done for some time. There are no other various Apps anymore like there used to be. 

Though if someone cannot load a security photo, no problem.  They just take it during the check in and boarding process just like they used to.

[PacnGoNow]

8 minutes ago, ldtr said:

Though if someone cannot load a security photo, no problem.  They just take it during the check in and boarding process just like they used to.

They still do. Even if you load one ahead, sometimes they retake it anyway.

 

I thought it was easy to load, just take a picture of yourself and that’s it.

[Guest ldtr]

28 minutes ago, PacnGoNow said:

They still do. Even if you load one ahead, sometimes they retake it anyway.

 

I thought it was easy to load, just take a picture of yourself and that’s it.

I found it pretty easy

[KKB]

So you ate almost $1K in credits because you couldn't get your photo to load?

Sorry, cruising went on long before we all had home computers & smart phones.

If Live Chat can't help (and oh, my, they have so many times the last few months, quickly & efficiently, if not always solving my issues), then I am confident they will take care of us at the pier. 

NCL was stunned I had everything ready to go on my phone last month.

I booked the cruise & I have the documentation to prove it (digital or hard copy).

I am certain that they will help me through any unsolved issues once we get there.

 

Sorry, I'm just kind of over all the drama. 

We have a cruise/month booked thru January (since July). Nothing has been 100% perfect, but so far we have gotten on every cruise & had a wonderful time.

 

Nearly all industries are dealing with staffing shortages--therefore, things just might not go as they should. I realize this, breathe, and figure things will get resolved eventually (tho I must admit the 45 min to get my new room key on my B2B had me annoyed...but I remembered that I was blessed to have the resources to be cruising, and was glad to be there)

 

 

 

[dog]

On 9/12/2022 at 6:54 AM, dog said:

Oh so sorry for you.

 

Have a great cruise in Holland.

Thought I saw another thread about this today.

 

hope you have better experience with HAL.

[JF - retired RRT]

On 9/12/2022 at 3:06 PM, cruzin4us said:

I've been dealing with some issues as well.

Princess cancelled my 3 (B3B) cruises on the Diamond this Sept.   All were booked on separate casino offers,

I was offered $100 OBC or FCC on my next cruise.    I immediately booked 3 (B3B) cruises on the Discovery for this October.     

I'm still missing one of the $100 OBC and they didn't transfer my freeplay on 2 of the cruises.   I had separate offers.   I've been trying for 1.5 months to get the freeplay added to my cruises.    

Up until now, I've been able to get all issues with my cruises resolved (eventually), but this one has been like beating my head up against a wall.

I've called at least 20 times, emailed 6 times and still no luck.

I've got 7 Princess cruises on the books and I've sailed 4 times post covid.    My patience is running thin and my cruise is 2 weeks away.   I understand why people are jumping ship and moving elsewhere....it's taken the fun out of cruising.

Jave you tried an email to the "big guns"? Padgett & Swarz

[Guest ldtr]

51 minutes ago, dog said:

Thought I saw another thread about this today.

 

hope you have better experience with HAL.

Until he runs into HALs Navigator App

[Kay S]

2 hours ago, dog said:

Thought I saw another thread about this today.

This thread is a month old.  I guess after trying to get help from Princes for a month, he decided to post again.  These people are an elderly couple with 80+ cruises on Princess, and for them to expect the same courtesy after the pause as before does not seem unreasonable to me.  Sadly, many posters on this forum feel the need to scold and/or belittle the older folk when they complain.  Are harsh words and impatience going to make them "get with the program already?"  

 

This OP can't win:  he is scolded on this thread for complaining, and then he is scolded on the newer thread for not complaining before.

[teecee60]

On 9/12/2022 at 7:07 AM, wineforhealth said:

You said you couldn’t load your security photo on the Web. I know of no way to do it online via the web only the Ocean Ready app 

 

You can indeed upload your security photo without using the "APP from Hell,"  I've done it.

 

On 9/12/2022 at 8:26 PM, Steelers36 said:

They may not being screwing up guest booking records at HAL and mixing up names and birthdates.  But what about the phone reps?

 

Princess IT is a whole other story and they seem to be a bunch of bumbling amateurs that use guests as testing guineas. 

 

After TEN  *L*O*N*G*  MONTHS, a dozen phone calls, and MANY hours talking to (and on hold with) numerous customer service reps, MY nightmare scenario with Princess has FINALLY been resolved.

 

When I logged into my personalizer, someone else's name, birthdate and security photo was there!  Princess IT also managed to "LOSE" any and all record of SIX cruises and 103 nights, out of my NINE cruises and 148 nights with them. Here's the text of the email I finally received...

 

Good day Mr. C

Thank you so much for your email and the information you provided. We were able to find your cruises because of this and have added them back to your account. We have sent a request over to our IT dept. in the hopes that they will be able to see why this happened. In the meantime,  please see your member number below. We have also refreshed your upcoming sailings to reflect your Platinum status.

 

If I had not kept old emails from Princess showing the booking numbers and dates of those "lost" cruises, I expect they would STILL be "lost."

 

Edited October 8, 2022 by teecee60

[dog]

34 minutes ago, Kay S said:

This thread is a month old.  I guess after trying to get help from Princes for a month, he decided to post again.  These people are an elderly couple with 80+ cruises on Princess, and for them to expect the same courtesy after the pause as before does not seem unreasonable to me.  Sadly, many posters on this forum feel the need to scold and/or belittle the older folk when they complain.  Are harsh words and impatience going to make them "get with the program already?"  

 

This OP can't win:  he is scolded on this thread for complaining, and then he is scolded on the newer thread for not complaining before.

Dear Kay,

 

a little off base.

 

I am showing support for the OP.  As many others are too.

 

 

[dog]

2 hours ago, dog said:

Thought I saw another thread about this today.

 

hope you have better experience with HAL.

Full quote- I am showing support.
 

 I too have booked Holland and just call to get help.

[Coral]

I am an experienced Princess cruiser (and also experienced in technology) and in March I had an issue. I spent 10 plus hours trying to get someone to understand the issue over the phone and then acknowledge it so it could get fixed. I was beyond frustrated! 95% of the people just pushed me off on someone who couldn't help.

 

Princess does have issues with the agents who answer the phone.

 

Simply calling doesn't always get you to someone who can help.

[PacnGoNow]

3 minutes ago, Coral said:

I am an experienced Princess cruiser (and also experienced in technology) and in March I had an issue. I spent 10 plus hours trying to get someone to understand the issue over the phone and then acknowledge it so it could get fixed. I was beyond frustrated! 95% of the people just pushed me off on someone who couldn't help.

 

Princess does have issues with the agents who answer the phone.

 

Simply calling doesn't always get you to someone who can help.

So true!

[Ombud]

On 9/12/2022 at 2:20 PM, ldtr said:

Amazing how some of us have booked and taken multiple cruises on Princess this year and either have not had any problems at all, or have been able to get issues resolved swiftly. 

Maybe bc we use a CVP or TA so we don't resolve any issues ourselves?? (Consider me in that group)

On 9/12/2022 at 3:50 AM, mcrcruiser said:

Then we got stuck because the last item is a security picture   .I said how do you get your picture on their web site ?

Wasn't an issue for me. I stuck in my avatar (Koda). The ship didn't like my solution so they retook it. Anything I can't fix beforehand gets fixed at embarkation 

 

 

Edited October 8, 2022 by Ombud
Typo

[odyssyus]

On 9/14/2022 at 8:30 PM, ldtr said:

I found it pretty easy

Have to agree.  Was quite easy.  Could it be more intuitive? probably.  Is it a horrible app, not at all. I suspect  that most of the problem lies between the phone, and the chair.