APPALLING EXPERIENCE ABOARD CARIBBEAN PRINCESS

[--mollyb--]

I am writing this to express my utter dismay with the sheer incompetence, impersonal treatment, and lack of useful information provided by personnel of Caribbean Princess during the entire ordeal of being tested positive for COVID-19, being placed in isolation, and in securing confirmation for disembarking the ship.

 

With over two and one-half years of experience behind it since COVID had first struck its ships, I had expected that Princess Cruise Line would have been better prepared than any other cruise line in developing an efficient and effective plan to process guests who became infected while onboard.  Unfortunately, our experience tells a completely different story.

 

We boarded Caribbean Princess in Quebec City on Friday, September 30, 2022  for a ten-night cruise to New York City and, unfortunately, within a five-day period, tested positive for COVID-19 and were placed in isolation in our cabin.  My wife and I are a well-travelled, elderly couple who has been fully vaccinated (two injections plus two booster shots) and in keeping within the regulations of the Government of Canada, had completed the required pharmacist-observed rapid antigen test within 48 hours of boarding.  Both of us tested negative.

 

On the evening of Monday, October 3 while finishing dinner, my wife complained of a bad headache and we retired to our cabin. During the night, some other symptoms developed such as some coughing and stomach discomfort.  When we awoke on Tuesday morning, we self-administered rapid antigen tests and we both tested positive for COVID-19.  We then called 911 and a nurse indicated that someone would come to our cabin in 30 minutes and that we were “isolated".  A nurse or nursing assistant arrived and, again, we both tested positive.

 

From this point forward, we received no information—of any sort—from the medical centre or guest services about COVID or being isolated.  I had mentioned to our cabin steward that we had contracted COVID and he said he wouldn’t be servicing our cabin any longer.  Within a half-hour of the nurse leaving, two other stewards came to our cabin.  Neither one did much; one had a rag and bucket with some kind of fluid in it and very, very superficially wiped the rag against a couple of walls, light switches and door handles and left.  Neither one scrubbed anything, including the bathroom.  Quite honestly, I have no idea why they even came to our cabin because they did nothing of significance and said nothing.  They did not take or replace the used towels with fresh ones.  In fact, during our two days of isolation, our room was never refreshed or made up by anyone!

 

At this stage, we did not even know what “isolation” really meant.  Was it different from being quarantined? We had no idea of how long we were expected to remain in isolation.  What would happen when we reached New York City?  Would we be reimbursed for hotel, food, taxi and flight-change expenses if additional isolation was required in New York?  We received no information about COVID, itself, nor its symptoms; nothing about what to expect in the coming days; how long the symptoms might last; nothing about when we might start feeling better; nothing about how and where to get food; nothing about who and when our cabin might be made up.  Were opportunities for limited exercise and fresh air exposure available somewhere onboard?  Were we entitled to compensation for being isolated in our cabin?  We had no information about the many concerns and questions we had.  We were appalled at how inattentive and inept Princess staff was at handling what should have been a pretty routine process at this stage of the COVID pandemic.

 

The ship failed to offer or provide even the most basic of information to explain what was going on and how it would affect us. Sadly, other than two, 10-second calls asking how we felt, Princess staff seemed unable to express any kind of worthwhile interest, care, comfort or empathy towards its isolated guests.  We were treated more like lepers than unwell guests.  It was reprehensible!

 

Very soon, it became clear, we were on our own.  Given the apparent, lengthy isolation period facing us onboard, I called the medical centre to enquire about disembarking October 6 in Halifax, the last Canadian cruise port.  Whomever answered, indicated that that could not be done because our leaving would be treated as a very expensive “medevac”.  I asked her to check on the feasibility and expense of that option and she called back a few hours later.  Her nurse had told her that it was probably possible to disembark the ship without a medical evacuation and that I should contact guest services to make the request.

 

At 8:00 a.m. on October 5, I contacted guest services to request our disembarkation in Halifax on October 6.  Guest services indicated that it would have to obtain confirmation before anything could happen.   At numerous times during the day, I called to followup, but of course, each time it seemed to be a different individual in guest services and I had to explain the entire situation again.  It doesn’t seem that one individual in guest services is able to take on a particular guest’s concerns and follow it through to its completion.  Obviously, we were very anxious to hear about whether we had gotten the required confirmation and finally, about 4:00 p.m., were told the disembarkation was confirmed.  The woman asked when we wanted to disembark and we chose 10:00 a.m. on October 6.  She said a steward would fetch us at 10 o’clock to escort us from the ship.

 

Finally, at 10:00 a.m., we awaited the steward to take us off the ship.  At 10:20 a.m., I called guest services, once again having to explain the situation, and was told the delay was likely because of "some customs thing”.  I told him that it wasn’t some customs thing because we weren’t going through Canadian customs; we are Canadian citizens.  I had to call guest services two more times until finally someone was interested enough to actually find a steward to escort us off the ship (10:50 a.m.).  Believe it or not, the ship's security personnel had also not been informed of our departure and had to call about to obtain permission. Certainly from a guest’s perspective, this kind of ineptitude is simply frustrating and unnecessary.

 

Even now, eight days after the cruise ended, we still do not have any form of documentation or letter specifying when we had tested positive, how long we had been in isolation, and when we had disembarked Caribbean Princess in Halifax.  That’s quite astounding!

 

Seven days ago, I received by email, a final copy of our folio—more than half of the entries were written in Chinese!  We are not Chinese and do not understand Chinese characters.  Just another gaffe by guest services.

 

Clearly, Princess Cruise Line was ill-prepared to handle a seemingly routine medical condition and badly “dropped the ball". Over the last 2-1/2 years, Carnival must have had hundreds, if not thousands, of guests testing positive for COVID while onboard.  Surely, each of them was not treated in the same unsophisticated and unprofessional manner as we were.

 

It seems obvious, if not expected, that upon testing positive for COVID and entering isolation, a comprehensive packet of relevant information—including an extensive FAQ—would be distributed to the affected persons.  This would not only assist the guest in better understanding what was occurring and what to expect, but also alleviate much of the unnecessary anxiety.

 

Needless to say, the lack of communication from Princess Cruises continues as I have received nothing from them since my initial week-old enquiries.  I have sent correspondence to the President, Senior VP of Guest Services, and Customer Relations (?) of Princess and have not received a reply.

 

Why would we continue to sail with Princess Cruises?

[Outerdog]

15 minutes ago, --mollyb-- said:

It seems obvious, if not expected, that upon testing positive for COVID and entering isolation, a comprehensive packet of relevant information—including an extensive FAQ—would be distributed to the affected persons.  This would not only assist the guest in better understanding what was occurring and what to expect, but also alleviate much of the unnecessary anxiety.

 

What information do you think would be helpful? You've got covid. Stay in your cabin.  You said Princess should know what to do after all this time in dealing with covid. So should you. Why do you need documentation as to when you tested positive, boarded, and disembarked? Just report the illness to your healthcare provide if you think it will help.

 

I'm not sure what was "appalling" about your experience. You appear to be dismayed that the stewards didn't freshen up your covid-occupied cabin, you didn't receive a package of endless information about "what was going on and what to expect" and your folio was emailed to you in Chinese.

 

Seems like a lot of unnecessary hand-wringing if you ask me.

[cruzsnooze]

Princess dropped the ball. A packet explaining what to expect and not expect would have been helpful. Knowing if and how your meals would be served and your cabin serviced and how many days before retesting you to see if you turned negative would have been invaluable.  I hope Princess does right by you.

[Tedferg]

check your account for FCC. Our daughter was in quarantine cabin for the final day of her cruise and received ~ $100 FCC.

 

Same as you, there was very little information how to proceed with disembarkation etc.

 

Edited October 21, 2022 by Tedferg

[1025cruise]

The fact that you are Canadian citizens doesn't negate the fact that you have to go through immigration procedures to enter the country. The procedures are different for a port call over leaving the ship.

[Lady Arwen]

I read your entire thread and I hope  the communication that you sent to Princess was a more condensed and thoughtful version.  To be honest, you haven’t heard from them because nobody has the time to read it through it’s entirety.  Try again and just do the bullet version, leaving out your personal opinions.  Be concise and to the point.

As to your complaint, I do understand that having your vacation interrupted by illness is extremely frustrating.  However, I don’t  understand what you’re hoping to get from Princess now that you’ve disembarked and are at home.  “A comprehensive package of relevant information”.  What more do you want to know?  I’m also sure that every single cruise line is handling guests who contract Covid exactly the same as Princess.  Please don’t bother to threaten Princess with  “never cruising with Princess again!”  Your letter will never see the light of day.

Good luck and I hope you receive some satisfaction if and when Princess replies to you.

[Princessfan20]

33 minutes ago, --mollyb-- said:

I am writing this to express my utter dismay with the sheer incompetence, impersonal treatment, and lack of useful information provided by personnel of Caribbean Princess during the entire ordeal of being tested positive for COVID-19, being placed in isolation, and in securing confirmation for disembarking the ship.

 

With over two and one-half years of experience behind it since COVID had first struck its ships, I had expected that Princess Cruise Line would have been better prepared than any other cruise line in developing an efficient and effective plan to process guests who became infected while onboard.  Unfortunately, our experience tells a completely different story.

 

We boarded Caribbean Princess in Quebec City on Friday, September 30, 2022  for a ten-night cruise to New York City and, unfortunately, within a five-day period, tested positive for COVID-19 and were placed in isolation in our cabin.  My wife and I are a well-travelled, elderly couple who has been fully vaccinated (two injections plus two booster shots) and in keeping within the regulations of the Government of Canada, had completed the required pharmacist-observed rapid antigen test within 48 hours of boarding.  Both of us tested negative.

 

On the evening of Monday, October 3 while finishing dinner, my wife complained of a bad headache and we retired to our cabin. During the night, some other symptoms developed such as some coughing and stomach discomfort.  When we awoke on Tuesday morning, we self-administered rapid antigen tests and we both tested positive for COVID-19.  We then called 911 and a nurse indicated that someone would come to our cabin in 30 minutes and that we were “isolated".  A nurse or nursing assistant arrived and, again, we both tested positive.

 

From this point forward, we received no information—of any sort—from the medical centre or guest services about COVID or being isolated.  I had mentioned to our cabin steward that we had contracted COVID and he said he wouldn’t be servicing our cabin any longer.  Within a half-hour of the nurse leaving, two other stewards came to our cabin.  Neither one did much; one had a rag and bucket with some kind of fluid in it and very, very superficially wiped the rag against a couple of walls, light switches and door handles and left.  Neither one scrubbed anything, including the bathroom.  Quite honestly, I have no idea why they even came to our cabin because they did nothing of significance and said nothing.  They did not take or replace the used towels with fresh ones.  In fact, during our two days of isolation, our room was never refreshed or made up by anyone!

 

At this stage, we did not even know what “isolation” really meant.  Was it different from being quarantined? We had no idea of how long we were expected to remain in isolation.  What would happen when we reached New York City?  Would we be reimbursed for hotel, food, taxi and flight-change expenses if additional isolation was required in New York?  We received no information about COVID, itself, nor its symptoms; nothing about what to expect in the coming days; how long the symptoms might last; nothing about when we might start feeling better; nothing about how and where to get food; nothing about who and when our cabin might be made up.  Were opportunities for limited exercise and fresh air exposure available somewhere onboard?  Were we entitled to compensation for being isolated in our cabin?  We had no information about the many concerns and questions we had.  We were appalled at how inattentive and inept Princess staff was at handling what should have been a pretty routine process at this stage of the COVID pandemic.

 

The ship failed to offer or provide even the most basic of information to explain what was going on and how it would affect us. Sadly, other than two, 10-second calls asking how we felt, Princess staff seemed unable to express any kind of worthwhile interest, care, comfort or empathy towards its isolated guests.  We were treated more like lepers than unwell guests.  It was reprehensible!

 

Very soon, it became clear, we were on our own.  Given the apparent, lengthy isolation period facing us onboard, I called the medical centre to enquire about disembarking October 6 in Halifax, the last Canadian cruise port.  Whomever answered, indicated that that could not be done because our leaving would be treated as a very expensive “medevac”.  I asked her to check on the feasibility and expense of that option and she called back a few hours later.  Her nurse had told her that it was probably possible to disembark the ship without a medical evacuation and that I should contact guest services to make the request.

 

At 8:00 a.m. on October 5, I contacted guest services to request our disembarkation in Halifax on October 6.  Guest services indicated that it would have to obtain confirmation before anything could happen.   At numerous times during the day, I called to followup, but of course, each time it seemed to be a different individual in guest services and I had to explain the entire situation again.  It doesn’t seem that one individual in guest services is able to take on a particular guest’s concerns and follow it through to its completion.  Obviously, we were very anxious to hear about whether we had gotten the required confirmation and finally, about 4:00 p.m., were told the disembarkation was confirmed.  The woman asked when we wanted to disembark and we chose 10:00 a.m. on October 6.  She said a steward would fetch us at 10 o’clock to escort us from the ship.

 

Finally, at 10:00 a.m., we awaited the steward to take us off the ship.  At 10:20 a.m., I called guest services, once again having to explain the situation, and was told the delay was likely because of "some customs thing”.  I told him that it wasn’t some customs thing because we weren’t going through Canadian customs; we are Canadian citizens.  I had to call guest services two more times until finally someone was interested enough to actually find a steward to escort us off the ship (10:50 a.m.).  Believe it or not, the ship's security personnel had also not been informed of our departure and had to call about to obtain permission. Certainly from a guest’s perspective, this kind of ineptitude is simply frustrating and unnecessary.

 

Even now, eight days after the cruise ended, we still do not have any form of documentation or letter specifying when we had tested positive, how long we had been in isolation, and when we had disembarked Caribbean Princess in Halifax.  That’s quite astounding!

 

Seven days ago, I received by email, a final copy of our folio—more than half of the entries were written in Chinese!  We are not Chinese and do not understand Chinese characters.  Just another gaffe by guest services.

 

Clearly, Princess Cruise Line was ill-prepared to handle a seemingly routine medical condition and badly “dropped the ball". Over the last 2-1/2 years, Carnival must have had hundreds, if not thousands, of guests testing positive for COVID while onboard.  Surely, each of them was not treated in the same unsophisticated and unprofessional manner as we were.

 

It seems obvious, if not expected, that upon testing positive for COVID and entering isolation, a comprehensive packet of relevant information—including an extensive FAQ—would be distributed to the affected persons.  This would not only assist the guest in better understanding what was occurring and what to expect, but also alleviate much of the unnecessary anxiety.

 

Needless to say, the lack of communication from Princess Cruises continues as I have received nothing from them since my initial week-old enquiries.  I have sent correspondence to the President, Senior VP of Guest Services, and Customer Relations (?) of Princess and have not received a reply.

 

Why would we continue to sail with Princess Cruises?

 

Although you will not probably get much sympathy from some on CC you have ours.  This was our experience in July with our whole family.  It is unbelievable how inept Princess is in regard to Covid and that was when they were supposedly "trying to help" as opposed to now where nothing will be done as they go to the Wild West of cruising without protocols.

 

The lack of documentation for us was frustrating too.  If they do not provide it it is hard to have insurances cover it.  Makes since because Princess Vacation Insurance is tied to them.

 

Also, they lost some of our luggage which was over $1500 and they have never found it and no claim has been ever been paid yet and probably will not.  

 

Many people really do not understand what can happen to you on a cruise ship when Covid strikes.  Princess has turned into an absurd cruise line when it comes to dealing with passengers who they helped get sick on their ships.  

 

Sorry for what happen to you but it sounds about right for Princess.  And remember this was when they promised "cruise without worries".  Come to find out now they were the only ones not really worrying because they did so little and could care less evidently.

[JF - retired RRT]

Not a lot of sympathy going on in the above responses.

1) Others have reported that there is a "packet" of information. Why didn't OP get one?

2) OP doesn't say if they received food/drinks. Were they fed?

3) Did OP order anything from the TV or Medallion from room service? Towels, food, etc.

4) Was OP charged the "early disembarkation" fee?

[memoak]

15 minutes ago, Tedferg said:

check your account for FCC. Our daughter was in quarantine cabin for the final day of her cruise and received ~ $100 FCC.

 

Same as you, there was very little information how to proceed with disembarkation etc.

 

We are still waiting for all of our reimbursement for FCC, meals and hotels after 4 days in covid jail and 6 days in Canadian quarantine in a hotel since August 30

[cruisequeen4ever]

I’m sorry you caught Covid! Many have reported the same thing. You’re right that a packet should be at the ready to be distributed to anyone who tests positive, and it is shocking that one has not been created by corporate in this long period of time. Stay in top of it as you should receive an FCC for your isolation days. 

[billco]

43 minutes ago, Outerdog said:

 

What information do you think would be helpful? You've got covid. Stay in your cabin.  You said Princess should know what to do after all this time in dealing with covid. So should you. Why do you need documentation as to when you tested positive, boarded, and disembarked? Just report the illness to your healthcare provide if you think it will help.

 

I'm not sure what was "appalling" about your experience. You appear to be dismayed that the stewards didn't freshen up your covid-occupied cabin, you didn't receive a package of endless information about "what was going on and what to expect" and your folio was emailed to you in Chinese.

 

Seems like a lot of unnecessary hand-wringing if you ask me.

You need documentation to file an insurance claim.

[memoak]

12 minutes ago, Princessfan20 said:

 

There is what Princess says they will do and then what they actually do.  On many of their ships they are overwhelmed with Covid cases and have a very small medical staff to cope with the cases.  

 

Hope you never get Covid on one of their ships because reality will set in.  Also, the anti maskers are not going to show remorse for any one who says Covid exists on Princess ships and they caught it.

We got food in September but when all courses come at the same time it is almost always cold. They tell you that you can order from the MDR menu but then push you to order from a door hanger. 

[ldubs]

Knowing what would happen on disembarkation day would seem to be a key piece of information that was lacking.   Sounds like someone really dropped the ball on that ship.  

[chengkp75]

Regardless of whether the OP are Canadian citizens, getting on a foreign flag cruise ship in Quebec and getting off in Halifax is a violation of Canada's Coastal Trading Act (similar to the US PVSA), and therefore there would have been a lot of paperwork involved in clearing the ship to disembark a "domestic" traveler and then clearing the new manifest for departure.  Since it was at the OP's choice to disembark, it is likely that they will get the fine passed to them (and they can be far more severe than the PVSA fine).

[marie94949]

So sorry you were not cared for after you tested positive.  I would have expected Princess to have a "what can we expect now,  the guidelines for isolation and what are your options going forward including leaving the ship before the cruise end?" information packet.  Also do we all have to carry our own Paxlovid?  Did the ship's medical staff share your Covid treatment options?  I would also expect the ship to have a "Covid" ombudsman to help with requests.

 

[srpilo]

After reading this and many other posts like it, it's amazing that anybody would call the Medical center and report a negative test, and instead just continue on their cruise....

 

Personally, with what I know now from CC, at this point I doubt I call and report it

 

 

 

.

Edited October 21, 2022 by srpilo

[Princessfan20]

2 minutes ago, marie94949 said:

So sorry you were not cared for after you tested positive.  I would have expected Princess to have a "what can we expect now,  the guidelines for isolation and what are your options going forward including leaving the ship before the cruise end?" information packet.  Also do we all have to carry our own Paxlovid?  Did the ship's medical staff share your Covid treatment options?  I would also expect the ship to have a "Covid" ombudsman to help with requests.

 

That would be a very easy, helpful and practical thing for Princess to do.  However, they really provide very little information.  They suggested taking a Tylenol or DayQuil.

 

When we inquired about Paxlovid they said you had to be seen by ship's doctor and that the visit and prescription could easily cost $1,000 and that some insurances do not cover the costs at that time.  Also, our Doctor will not prescribe it unless you are sick, tested and seen in person by him at his office.

 

As other have mentioned food ordering and delivery took a long time and options were limited.

 

You basically learn fairly fast that you are on your own and alone and it is not easy for family members to know what is happening either.  Disembarkation is a whole other issue with Covid.

[Princessfan20]

5 minutes ago, srpilo said:

After reading this and many other posts like it, it's amazing that anybody would call the Medical center and report a negative test, and instead just continue on their cruise....

 

Personally, with what I know now from CC, at this point I doubt I call and report it

 

 

Some people do get really sick and need help even though they have been vaccinated and boosted.  It is not like a cold or flu for everyone.  

[HBCcruiser]

3 minutes ago, Princessfan20 said:

When we inquired about Paxlovid they said you had to be seen by ship's doctor

This makes sense because they do not have your medical records and do not know how you might react to various medications. 

[srpilo]

17 minutes ago, Princessfan20 said:

 

Some people do get really sick and need help even though they have been vaccinated and boosted.  It is not like a cold or flu for everyone.  

 Then when you start getting sick call and report it , not just from a self negative test.

 

It's not March 2020 anymore

 

 

 

.

Edited October 21, 2022 by srpilo

[PacnGoNow]

57 minutes ago, chengkp75 said:

Regardless of whether the OP are Canadian citizens, getting on a foreign flag cruise ship in Quebec and getting off in Halifax is a violation of Canada's Coastal Trading Act (similar to the US PVSA), and therefore there would have been a lot of paperwork involved in clearing the ship to disembark a "domestic" traveler and then clearing the new manifest for departure.  Since it was at the OP's choice to disembark, it is likely that they will get the fine passed to them (and they can be far more severe than the PVSA fine).

Wow!  Even if the passenger is ill?

[Ombud]

2 hours ago, --mollyb-- said:

.... lack of useful information provided by personnel of Caribbean Princess during the entire ordeal of being tested positive for COVID-19, being placed in isolation, and in securing confirmation for disembarking the ship. ..

This is alarming. There should be a pdf document that can be transmitted via app followed up by written info slid under the door

2 hours ago, --mollyb-- said:

....   I had mentioned to our cabin steward that we had contracted COVID and he said he wouldn’t be servicing our cabin any longer. 

I would hope NOT as your steward also enters other rooms. 

2 hours ago, --mollyb-- said:

we did not even know what “isolation” really meant

Its the same as quarantine on land here. Does  Canada have different rules?

2 hours ago, --mollyb-- said:

The ship failed to offer or provide even the most basic of information to explain what was going on and how it would affect us. ....

This 'suggestion' should be the gist of your email as it would benefit others .... again via pdf & written slid under door 

 

And this is why I might not let Princess know if positive. I can quarantine & be out of room away from others for 15 minutes while steward is in room (I put all trash in cans & make my own bed anyway). We all know Covid doesn't live on surfaces

 

 

[PacnGoNow]

2 hours ago, --mollyb-- said:

I am writing this to express my utter dismay with the sheer incompetence, impersonal treatment, and lack of useful information provided by personnel of Caribbean Princess during the entire ordeal of being tested positive for COVID-19, being placed in isolation, and in securing confirmation for disembarking the ship.

 

With over two and one-half years of experience behind it since COVID had first struck its ships, I had expected that Princess Cruise Line would have been better prepared than any other cruise line in developing an efficient and effective plan to process guests who became infected while onboard.  Unfortunately, our experience tells a completely different story.

 

We boarded Caribbean Princess in Quebec City on Friday, September 30, 2022  for a ten-night cruise to New York City and, unfortunately, within a five-day period, tested positive for COVID-19 and were placed in isolation in our cabin.  My wife and I are a well-travelled, elderly couple who has been fully vaccinated (two injections plus two booster shots) and in keeping within the regulations of the Government of Canada, had completed the required pharmacist-observed rapid antigen test within 48 hours of boarding.  Both of us tested negative.

 

On the evening of Monday, October 3 while finishing dinner, my wife complained of a bad headache and we retired to our cabin. During the night, some other symptoms developed such as some coughing and stomach discomfort.  When we awoke on Tuesday morning, we self-administered rapid antigen tests and we both tested positive for COVID-19.  We then called 911 and a nurse indicated that someone would come to our cabin in 30 minutes and that we were “isolated".  A nurse or nursing assistant arrived and, again, we both tested positive.

 

From this point forward, we received no information—of any sort—from the medical centre or guest services about COVID or being isolated.  I had mentioned to our cabin steward that we had contracted COVID and he said he wouldn’t be servicing our cabin any longer.  Within a half-hour of the nurse leaving, two other stewards came to our cabin.  Neither one did much; one had a rag and bucket with some kind of fluid in it and very, very superficially wiped the rag against a couple of walls, light switches and door handles and left.  Neither one scrubbed anything, including the bathroom.  Quite honestly, I have no idea why they even came to our cabin because they did nothing of significance and said nothing.  They did not take or replace the used towels with fresh ones.  In fact, during our two days of isolation, our room was never refreshed or made up by anyone!

 

At this stage, we did not even know what “isolation” really meant.  Was it different from being quarantined? We had no idea of how long we were expected to remain in isolation.  What would happen when we reached New York City?  Would we be reimbursed for hotel, food, taxi and flight-change expenses if additional isolation was required in New York?  We received no information about COVID, itself, nor its symptoms; nothing about what to expect in the coming days; how long the symptoms might last; nothing about when we might start feeling better; nothing about how and where to get food; nothing about who and when our cabin might be made up.  Were opportunities for limited exercise and fresh air exposure available somewhere onboard?  Were we entitled to compensation for being isolated in our cabin?  We had no information about the many concerns and questions we had.  We were appalled at how inattentive and inept Princess staff was at handling what should have been a pretty routine process at this stage of the COVID pandemic.

 

The ship failed to offer or provide even the most basic of information to explain what was going on and how it would affect us. Sadly, other than two, 10-second calls asking how we felt, Princess staff seemed unable to express any kind of worthwhile interest, care, comfort or empathy towards its isolated guests.  We were treated more like lepers than unwell guests.  It was reprehensible!

 

Very soon, it became clear, we were on our own.  Given the apparent, lengthy isolation period facing us onboard, I called the medical centre to enquire about disembarking October 6 in Halifax, the last Canadian cruise port.  Whomever answered, indicated that that could not be done because our leaving would be treated as a very expensive “medevac”.  I asked her to check on the feasibility and expense of that option and she called back a few hours later.  Her nurse had told her that it was probably possible to disembark the ship without a medical evacuation and that I should contact guest services to make the request.

 

At 8:00 a.m. on October 5, I contacted guest services to request our disembarkation in Halifax on October 6.  Guest services indicated that it would have to obtain confirmation before anything could happen.   At numerous times during the day, I called to followup, but of course, each time it seemed to be a different individual in guest services and I had to explain the entire situation again.  It doesn’t seem that one individual in guest services is able to take on a particular guest’s concerns and follow it through to its completion.  Obviously, we were very anxious to hear about whether we had gotten the required confirmation and finally, about 4:00 p.m., were told the disembarkation was confirmed.  The woman asked when we wanted to disembark and we chose 10:00 a.m. on October 6.  She said a steward would fetch us at 10 o’clock to escort us from the ship.

 

Finally, at 10:00 a.m., we awaited the steward to take us off the ship.  At 10:20 a.m., I called guest services, once again having to explain the situation, and was told the delay was likely because of "some customs thing”.  I told him that it wasn’t some customs thing because we weren’t going through Canadian customs; we are Canadian citizens.  I had to call guest services two more times until finally someone was interested enough to actually find a steward to escort us off the ship (10:50 a.m.).  Believe it or not, the ship's security personnel had also not been informed of our departure and had to call about to obtain permission. Certainly from a guest’s perspective, this kind of ineptitude is simply frustrating and unnecessary.

 

Even now, eight days after the cruise ended, we still do not have any form of documentation or letter specifying when we had tested positive, how long we had been in isolation, and when we had disembarked Caribbean Princess in Halifax.  That’s quite astounding!

 

Seven days ago, I received by email, a final copy of our folio—more than half of the entries were written in Chinese!  We are not Chinese and do not understand Chinese characters.  Just another gaffe by guest services.

 

Clearly, Princess Cruise Line was ill-prepared to handle a seemingly routine medical condition and badly “dropped the ball". Over the last 2-1/2 years, Carnival must have had hundreds, if not thousands, of guests testing positive for COVID while onboard.  Surely, each of them was not treated in the same unsophisticated and unprofessional manner as we were.

 

It seems obvious, if not expected, that upon testing positive for COVID and entering isolation, a comprehensive packet of relevant information—including an extensive FAQ—would be distributed to the affected persons.  This would not only assist the guest in better understanding what was occurring and what to expect, but also alleviate much of the unnecessary anxiety.

 

Needless to say, the lack of communication from Princess Cruises continues as I have received nothing from them since my initial week-old enquiries.  I have sent correspondence to the President, Senior VP of Guest Services, and Customer Relations (?) of Princess and have not received a reply.

 

Why would we continue to sail with Princess Cruises?

Really sorry you two got sick and your treatment OB.  I’m surprised as we’ve done 6 weeks this year on the CB and GS was great.  But, we did not get covid.

 

We noticed a lot of new, untrained employees though, who gave out wrong information.  But, that’s true everywhere.

 

Did you get a copy from medical showing your positive cases?  Did you buy insurance?  
 

It seems as though some ships have been giving a paper out to those who test positive with instructions.  I don’t understand why this isn’t a standard practice throughout all the ships.

 

Best of luck to you two. 

[Shippy]

Last month, we got off a different cruiseline & 2 days later discovered we had covid

We are vacc'd & booster and OLD. We will be on a Princess ship next month.

THIS FAR INTO THE PANDEMIC, EVERYONE SHOULD ASSUME THEY MIGHT GET IT IF YOU TRAVEL.

 THAT IS A RISK YOU TAKE & SHOULD NOT BLAME OTHERS.

ALL SHIPS HANDLE IT DIFFERENTLY & i DOUBT MANY ARE SATISFIED WITH THEIR EXPERIENCE.

THAT IS ANOTHER RISK YOU TAKE.

   I DOUBT THINGS WILL CHANGE IN THE NEAR FUTURE. COVID OR SOME OTHER VIRUS WILL BE AROUND FOR A LONG TIME.

     WE ARE OLD & CHOOSE TO ACCEPT THESE RISK AS WE WANT TO FINISH OUT OUR LIVES DOING WHAT WE WANT & NOT COMPLAIN ABOUT IT !

 

 

[Ombud]

31 minutes ago, HBCcruiser said:

35 minutes ago, Princessfan20 said:

When we inquired about Paxlovid they said you had to be seen by ship's doctor

This makes sense because they do not have your medical records and do not know how you might react to various medications. 

Doesn't Paxlovid require script?? Can you imagine the medical malpractice lawsuit if the steward or another non medical person gave someone paxlovid and there was an adverse reaction? (Practicing medicine w/o livense)