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Can't get a response from Princess?

NewGenCruiseCouple

By NewGenCruiseCouple,
in Princess Cruises

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NewGenCruiseCouple

NewGenCruiseCouple

Posted
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Hi all, 

 

I've been mucked around quite a bit by Princess, was promised countless call backs and emails and have had nothing. 

Anyone know of an email address I can actually get a response from? When I call, managers are always in meetings or don't call back... 

 

My query is relating to onboard credit relating to an upcoming cruise that was promised due to a price change. 

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PacnGoNow

Posted
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2 hours ago, NewGenCruiseCouple said:

Hi all, 

 

I've been mucked around quite a bit by Princess, was promised countless call backs and emails and have had nothing. 

Anyone know of an email address I can actually get a response from? When I call, managers are always in meetings or don't call back... 

 

My query is relating to onboard credit relating to an upcoming cruise that was promised due to a price change. 

Sounds like you need a customer solutions representative.  Unfortunately, I do not know of an email, that you will get a response.  Australia may have different email addresses? 
 

I would try calling again, insist on speaking to a customer solutions Rep.  
Or, if you have a TA/CVP ask for their help.

 

 

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DHP1

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I too book a cruise and never received my $100 onboard credit/person as advertised. I sent an e-mail to my Princess Vacation Planner weeks ago and still waiting for a reply. I keep checking my account under Payment and it still shows $0 for my wife and I.  

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DHP1

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38 minutes ago, Papa Yoda said:

Print your Travel Summary, look under "ONBOARD CREDITS FOR THIS BOOKING"

 

We had some of those never show up under Payments and Credits in Personalizer but did show up on our Travel Summary.

Nothing there. 

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PacnGoNow

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54 minutes ago, DHP1 said:

I too book a cruise and never received my $100 onboard credit/person as advertised. I sent an e-mail to my Princess Vacation Planner weeks ago and still waiting for a reply. I keep checking my account under Payment and it still shows $0 for my wife and I.  

The CVP/PVP should be able to straighten that out for you. I’d reach out to them again.

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Hlitner "Live from...." Rare

Hlitner

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Sometimes I feel like a broken record (use a cruise agency, use a cruise agency, use a cruise agency).  Folks are having problems with the customer service at just about every cruise line (try dealing with MSC).  The cruise lines are horribly understaffed and overworked, This means long hold times or lack of any response when you have an issue.  When you use a decent cruise or travel agent you simply send them a short e-mail (or make a quick call) and let them earn their commission.  

 

So what can you do?  Just keep trying.  Meanwhile, print out any e-mails or other documentation about this OBC.  If you did everything via phone call, and have nothing in writing, then you may be out of luck (another reason to use a cruise or travel agency where you can use e-mails).  Take any documentation you have along on the cruise.  Sometime after the first day (always too busy) stop by the Guest Services desk (we like early in the morning when there is no line) with your stuff and plead your case.

 

Hank

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CalLuvsCrusingToo

CalLuvsCrusingToo

Posted
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16 hours ago, NewGenCruiseCouple said:

Hi all, 

 

I've been mucked around quite a bit by Princess, was promised countless call backs and emails and have had nothing. 

Anyone know of an email address I can actually get a response from? When I call, managers are always in meetings or don't call back... 

 

My query is relating to onboard credit relating to an upcoming cruise that was promised due to a price change. 

 

I would like to know too!  My emails and calls don't get any reply.

I feel like a broken record too..... casino bookings we Don't get PVP so that does Not

work for everyone.

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Shelly97060 "Live from...." Rare

Shelly97060

Posted
Posted
3 hours ago, DHP1 said:

I too book a cruise and never received my $100 onboard credit/person as advertised. I sent an e-mail to my Princess Vacation Planner weeks ago and still waiting for a reply. I keep checking my account under Payment and it still shows $0 for my wife and I.  

Does the OBC show on your Booking Confirmation?    Was it OBC from a Princess promotion, Travel Agency promotion or was it casino freeplay?  Freeplay won’t show up as OBC but your TA or Princess should be able to see the Freeplay listed on your booking under Special Services. 
 

7 minutes ago, CalLuvsCrusingToo said:

 

 casino bookings we Don't get PVP so that does Not

work for everyone.

Travel agents can handle Casino bookings and interact with the Casino desk on your behalf on bookings that require it. If a TA can do it a PVP should be able to as well.  ( if you booked directly with the Casino then you would have to work directly with the Casino on issues) 

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Crystabel

Crystabel

Posted
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I have a similar problem, only it relates to promised FCC. On our last cruise, we encountered issues related to the smoking area on deck 7 aft. To make a long story short, after much back and forth with the Hotel General Manager, we have a letter from the Suite Experience Team stating we are to receive $1000 each FCC. Our account reflects only $100 each FCC. I’ve emailed and faxed Princess a copy of the letter with my inquiry, with no response. Short of sitting on hold with customer no service, does anyone have a suggestion on who to contact and by what method? TYIA
 

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wen_c82

wen_c82

Posted
Posted
On 12/28/2022 at 1:56 AM, NewGenCruiseCouple said:

Hi all, 

 

I've been mucked around quite a bit by Princess, was promised countless call backs and emails and have had nothing. 

Anyone know of an email address I can actually get a response from? When I call, managers are always in meetings or don't call back... 

 

My query is relating to onboard credit relating to an upcoming cruise that was promised due to a price change. 

Try to call Princess again and ask to be transferred to someone with ‘guest services’ .
 

I’m guessing that the new ‘guest services’ team is the new next level problem resolution. The lady I spoke to was based in the US , who was able to fix my issue with obc.   The front line call center in the Philippines were not able / or  allow to make corrections. 
 

 

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llarsen Great Review Rare

llarsen

Posted
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On 12/29/2022 at 10:43 AM, Crystabel said:

I have a similar problem, only it relates to promised FCC. On our last cruise, we encountered issues related to the smoking area on deck 7 aft. To make a long story short, after much back and forth with the Hotel General Manager, we have a letter from the Suite Experience Team stating we are to receive $1000 each FCC. Our account reflects only $100 each FCC. I’ve emailed and faxed Princess a copy of the letter with my inquiry, with no response. Short of sitting on hold with customer no service, does anyone have a suggestion on who to contact and by what method? TYIA
 

I had luck here....  customerrelations@princesscruises.com

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llarsen

Posted
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On 12/28/2022 at 1:56 AM, NewGenCruiseCouple said:

Hi all, 

 

I've been mucked around quite a bit by Princess, was promised countless call backs and emails and have had nothing. 

Anyone know of an email address I can actually get a response from? When I call, managers are always in meetings or don't call back... 

 

My query is relating to onboard credit relating to an upcoming cruise that was promised due to a price change. 

You might try here.... customerrelations@princesscruises.com

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ontheweb

Posted
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On 12/28/2022 at 7:28 PM, Hlitner said:

Sometimes I feel like a broken record (use a cruise agency, use a cruise agency, use a cruise agency).  Folks are having problems with the customer service at just about every cruise line (try dealing with MSC).  The cruise lines are horribly understaffed and overworked, This means long hold times or lack of any response when you have an issue.  When you use a decent cruise or travel agent you simply send them a short e-mail (or make a quick call) and let them earn their commission.  

 

So what can you do?  Just keep trying.  Meanwhile, print out any e-mails or other documentation about this OBC.  If you did everything via phone call, and have nothing in writing, then you may be out of luck (another reason to use a cruise or travel agency where you can use e-mails).  Take any documentation you have along on the cruise.  Sometime after the first day (always too busy) stop by the Guest Services desk (we like early in the morning when there is no line) with your stuff and plead your case.

 

Hank

And very likely a high volume travel agent has a direct contact at whatever cruise line you have a problem with who would be a good resource for dealing with the problem.

 

I know on Princess once when I was getting contradictory answers from Princess, I called the TA we use, and he initiated a 3 way conversation with his contact at Princess. That allowed me to get a definitive answer to my question.

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DHP1

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3 hours ago, llarsen said:

I had luck here....  customerrelations@princesscruises.com

I used this e-mail address and got a reply back the same day stating that they have forwarded my e-mail to Customers Support. Now I’m waiting to hear back from them. So, nothing has changed.  Princess have changed for the worst. Before Covid, you could get an answer and issue resolved in the same day.  Not anymore. My PVP is useless. 

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PacnGoNow

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11 minutes ago, DHP1 said:

Sorry

 

customersupport@princesscruise.com

Have you received any response from that email?

It should have a “s” on the end?

Just in case others are trying to use this.

 

Customersupport@princesscruises.com

 

IDK, never used this email.  TiA

 

 

 

 

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DHP1

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2 minutes ago, PacnGoNow said:

Have you received any response from that email?

It should have a “s” on the end?

Just in case others are trying to use this.

 

Customersupport@princesscruises.com

 

IDK, never used this email.  TiA

 

 

 

 

You are correct and yes I used this email without the s after cruise and got a reply

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