Is Princess Trying to Lose Business!!

[freedom750]

With over 30 cruises with Princess, we finally convinced out friends to go on their first cruise with us.  6 days ago I set them up with the 'friend' bonus and they registered with Princess.  The next day they got an email from an agent from Princess saying Call me so I can book your cruise. They called the number of the Princess agent to book the Nov. 20, 2022 cruise out of San Diego.  They got an answering machine saying that she would call right back.  Next day they were still waiting so they sent an email and left a phone message again.  NOTHING  so the next day they called the number several times and sent a number of messages.  NOTHING  So I recommended that they just call Princess and ask any agent to book them.  When they said that an agent had sent them an email they were told, sorry, they will have to deal with that agent and they wouldn't take their booking.  Next day NOTHING.  So they call Princess again and demanded to book the cruise.  The new agent said OK and it is booked but it is only being held as they have to deal with the first person who emailed them (and then never responded to any of their calls or emails over the last 6 days).  The cruise is supposedly booked but they can't arrange their Princess flights or hotels because only the original agent (whom they have never talked to) can do that.

My friends are very gracious and patient but I've hit my breaking point.  

But I know that it won't do any good because on my last Princess cruise I was double charged for specialty dining and all my calls and emails since April have resulted in NOTHING.  

SERIOUSLY - IS PRINCESS DELIBERATELY TRYING TO LOSE BUSINESS???

 

 

 

[nini]

Princess can be very confusing from one agent to another.

Your friends can book their own hotel and book online with EZAir or book their own air.

[freedom750]

I've explained that to them and said that I would help them but they are very nervous on the computer (we live in different provinces 800 miles from each other).  I tried to walk them through it today but when the trip was finally booked and put on hold, the agent put down her first name wrong (close but wrong).  When she tried to change it herself under her profile it wouldn't let her do that so she needs an agent to do that I guess.  They want to do it with the ship to make sure it is done right.  

[cr8tiv1]

Do you have a trusted travel agent?  File a transfer from Princess to your travel agent. No charge.  
 

When is this cruise?  
 

I hope you both get the referral obc.  
 

It shouldn’t be this difficult.  I understand trying to guide long distance.  I’ve been doing the same.  Hints:  Do they have a mobile phone?  Do they text?  Photos and using FaceTime or similar app as you walk them through the steps.  Register them through the web site….not the Medallion App.  They can do most everything at the port, but it will take longer.  
 

 

[CineGraphic]

4 hours ago, freedom750 said:

SERIOUSLY - IS PRINCESS DELIBERATELY TRYING TO LOSE BUSINESS???

 

 

SVP, Sales   JChernesky@PrincessCruises.com

 

Jan Swartz, CEO, jswartz@princesscruises.com

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

 

Mario Siebaldi
Senior Vice President Guest Experience
24305 Town Center Drive
Santa Clarita, CA 91355
msiebaldi@princesscruises.com

 

 

[leck57]

5 hours ago, freedom750 said:

With over 30 cruises with Princess, we finally convinced out friends to go on their first cruise with us.  6 days ago I set them up with the 'friend' bonus and they registered with Princess.  The next day they got an email from an agent from Princess saying Call me so I can book your cruise. They called the number of the Princess agent to book the Nov. 20, 2022 cruise out of San Diego.  They got an answering machine saying that she would call right back.  Next day they were still waiting so they sent an email and left a phone message again.  NOTHING  so the next day they called the number several times and sent a number of messages.  NOTHING  So I recommended that they just call Princess and ask any agent to book them.  When they said that an agent had sent them an email they were told, sorry, they will have to deal with that agent and they wouldn't take their booking.  Next day NOTHING.  So they call Princess again and demanded to book the cruise.  The new agent said OK and it is booked but it is only being held as they have to deal with the first person who emailed them (and then never responded to any of their calls or emails over the last 6 days).  The cruise is supposedly booked but they can't arrange their Princess flights or hotels because only the original agent (whom they have never talked to) can do that.

My friends are very gracious and patient but I've hit my breaking point.  

But I know that it won't do any good because on my last Princess cruise I was double charged for specialty dining and all my calls and emails since April have resulted in NOTHING.  

SERIOUSLY - IS PRINCESS DELIBERATELY TRYING TO LOSE BUSINESS???

 

 

 

 

Wow, that is something else. As per the names that @CineGraphichas provide above, I would send the exact wording that you posted above. 

Any Exec with a brain should be horrified to read it. 

As for my situation, I finished a cruise 14 weeks ago and am owed about $220 in refundable credit. I finally got sick of waiting and called them just on two weeks ago. The person I spoke too went through my account, pretty much agreed about the monies due, and said please give then 48-72 hours to send me an email. I'm still waiting. Their customer service really is a disgrace.

Edited September 13, 2022 by leck57

[nbsjcruiser]

I ran into similar issues. We've got 7 or 8 Princess cruises amongst our 30+ cruises so we're not rookies at this. A few weeks ago I got an email from a Princess cruise planner detailing all these great options and a booking bonus if I booked with her. My wife and I were looking at booking something for the fall of 2023 so I figured, what the hell, give her a call and see what these deals are. I called, left a vmail with my cell number. Nothing. Called back the next day and left another vmail. This time she returned my call to my home number but we weren't home. I called back and explicitly left my cell number again, instructing her to call my cell because I'm not always home. Next day, she calls our home number again. Not to be undeterred, I called back again and this time I got through. The price she gave me was exactly the same price and deal I could get from the website. When I asked about the casino discount, she had no idea what I was talking about but if I didn't book right away I'd lose the $100 deposit sale they had on. I declined, told her I'd keep looking. The very next day, while on the Princess site, what do I see? $50 deposit sale. My wife calls in to the 800 number, gets the first agent available and gets the casino discount.

 

I wont be trying to use a planner again. I'll stick to the tried and true method of calling in on the 800 number and taking the first person who answers the phone.

Edited September 13, 2022 by nbsjcruiser

[Dar & Bob]

6 hours ago, freedom750 said:

With over 30 cruises with Princess, we finally convinced out friends to go on their first cruise with us.  6 days ago I set them up with the 'friend' bonus and they registered with Princess.  The next day they got an email from an agent from Princess saying Call me so I can book your cruise. They called the number of the Princess agent to book the Nov. 20, 2022 cruise out of San Diego.  They got an answering machine saying that she would call right back.  Next day they were still waiting so they sent an email and left a phone message again.  NOTHING  so the next day they called the number several times and sent a number of messages.  NOTHING  So I recommended that they just call Princess and ask any agent to book them.  When they said that an agent had sent them an email they were told, sorry, they will have to deal with that agent and they wouldn't take their booking.  Next day NOTHING.  So they call Princess again and demanded to book the cruise.  The new agent said OK and it is booked but it is only being held as they have to deal with the first person who emailed them (and then never responded to any of their calls or emails over the last 6 days).  The cruise is supposedly booked but they can't arrange their Princess flights or hotels because only the original agent (whom they have never talked to) can do that.

My friends are very gracious and patient but I've hit my breaking point.  

But I know that it won't do any good because on my last Princess cruise I was double charged for specialty dining and all my calls and emails since April have resulted in NOTHING.  

SERIOUSLY - IS PRINCESS DELIBERATELY TRYING TO LOSE BUSINESS???

 

 

 

I will offer one possible explanation.  Princess had a new phone system put in this week.  I was reassigned to a new CVP - she wasn't calling me back, so I messaged my prior CVP and got assigned back to him - I had also left him a voicemail.  Three days later after taking care of all my issues I got return calls from both.  The voicemails were humg up in their system.

Just a suggestion for the future - What I have done when bringing someone new to any cruise line is to have my CVP pur the cruise on hold and they call in to make the deposit.  

[mam11]

I booked a cruise for Mar 2024 awhile back with my new CVP. Now I see a lower price on the Princess website but he cannot see it on his end. If I cancel and rebook myself I will lose the insurance I've already paid for (because of pre-existing conditions). Any thoughts?

Edited September 13, 2022 by mam11

[Hlitner]

Just smiling at the thread.  This is why they invented travel/cruise agencies (who will also sweeten the deal with a generous on-board credit or extra perks).  If we see any kind of price drop (or more generous promotion) after booking we simply send a short e-mail to our cruise agent, and she does the work.  No time on hold, no aggrevation with cruise line "order takers" who do not have a clue, etc.

 

Hank

[nbsjcruiser]

1 hour ago, Hlitner said:

Just smiling at the thread.  This is why they invented travel/cruise agencies (who will also sweeten the deal with a generous on-board credit or extra perks).  If we see any kind of price drop (or more generous promotion) after booking we simply send a short e-mail to our cruise agent, and she does the work.  No time on hold, no aggrevation with cruise line "order takers" who do not have a clue, etc.

 

Hank

Never again will I use a TA. I've had 3 cracks at different TAs and its always the same. You call, leave a message and maybe get a return call a week later. We've missed out on 2 price drops this way. No more of that.

Edited September 13, 2022 by nbsjcruiser

[freedom750]

4 hours ago, CineGraphic said:

 

 

SVP, Sales   JChernesky@PrincessCruises.com

 

Jan Swartz, CEO, jswartz@princesscruises.com

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

 

Mario Siebaldi
Senior Vice President Guest Experience
24305 Town Center Drive
Santa Clarita, CA 91355
msiebaldi@princesscruises.com

 

 

I just sent an email with my rant to all of the above.  Thanks CC Community for your encouragement to do this.  I love cruising and if it was me, I would just suck it up and move on but I get a bit testy when I feel my friends are not treated right.

[Wishing on a star]

mam11,  I believe that there ARE discounts that are offered to customers thru their Princess Account.   If you are logged in while online, you will see this.   If not, you will get standard offered fares.

And, yes, I have been told by TWO travel agents,  on of them a Princess PVP, that even though they have our Princess Captain's Circle number, they do not show these fares.

 

We showed a discounted fare online this way, but then it disappeared when the Promos recently changed over.

 

If anyone sees a fare like this that their favorite TA is not seeing,  try this, put it on HOLD, or BOOK it...  Then transfer to your TA.

[Wishing on a star]

Back to the original topic of NON-EXISTANT CUSTOMER SERVICE.

THIS IS ABSOLUTELY UNACCEPTABLE. 

We have had a calls in to PVP for not only days, but weeks.

We were aware that there was a changeover and issues with their phone systems, so tried again and finally got thru to voice mail.  STILL NOTHING.

 

A freaking call center out of a foreign country might be better than this.  At least there would be human beings there.

 

PS: to anyone who is wanting to use EZ Air....  The problems with the air industry are bad enough, but to try to deal with that thru Princess non-existent customer service would be something I would not want to have to do.

[Itchy&Scratchy]

I have a Princess agent, but it doesn't preclude me from booking my own cruises on princess.com. She recently called me back within an hour when I had a slight problem. I also book our own hotels and air.

 

Just because your friends are helpless online doesn't mean that it's Princess' fault.

 

12 hours ago, freedom750 said:

When they said that an agent had sent them an email they were told, sorry, they will have to deal with that agent and they wouldn't take their booking.

 

Perhaps, Princess customer service rep thought that your friends booked through a non-Princess TA.

 

They could still do that, you know. Use a TA.

[cr8tiv1]

Wow...this representative had a cache of 200 emails that she took 6 days to respond?  Does that mean she gained 200 new customers...her commissions should be a boom for her and Princess.    I hope your friends will get the service they deserve.  I would ditch this rep and move it over to a TA that really cared about them.

[freedom750]

Just now, cr8tiv1 said:

Wow...this representative had a cache of 200 emails that she took 6 days to respond?  Does that mean she gained 200 new customers...her commissions should be a boom for her and Princess.    I hope your friends will get the service they deserve.  I would ditch this rep and move it over to a TA that really cared about them.

I got a call from my princess agent just now who apologized for the service and she said that they are very under staffed.  But for now our friends are booked and excited about the cruise.  I'll walk them through the Medallion app and help them book our meals together.

Thanks for all the responses and comments.