NewGenCruiseCouple Posted December 28, 2022 #1 Share Posted December 28, 2022 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. 1 Link to comment Share on other sites More sharing options...
dog Posted December 28, 2022 #2 Share Posted December 28, 2022 Can you look at your cruise personalizer to see Payments & your travel summary? Mine lists my OBC. 1 Link to comment Share on other sites More sharing options...
Rare PacnGoNow Posted December 28, 2022 #3 Share Posted December 28, 2022 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. Link to comment Share on other sites More sharing options...
Rare DHP1 Posted December 28, 2022 #4 Share Posted December 28, 2022 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. 1 Link to comment Share on other sites More sharing options...
GUT2407 Posted December 28, 2022 #5 Share Posted December 28, 2022 I’ve had OBC not show up till day two or three of my cruise. It was why I always take a hard copy of gifts, prepurchases etc. Link to comment Share on other sites More sharing options...
Papa Yoda Posted December 28, 2022 #6 Share Posted December 28, 2022 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. 2 Link to comment Share on other sites More sharing options...
Rare DHP1 Posted December 29, 2022 #7 Share Posted December 29, 2022 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. Link to comment Share on other sites More sharing options...
Rare PacnGoNow Posted December 29, 2022 #8 Share Posted December 29, 2022 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. 2 Link to comment Share on other sites More sharing options...
Rare Hlitner Posted December 29, 2022 #9 Share Posted December 29, 2022 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 Link to comment Share on other sites More sharing options...
CalLuvsCrusingToo Posted December 29, 2022 #10 Share Posted December 29, 2022 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. Link to comment Share on other sites More sharing options...
Rare Shelly97060 Posted December 29, 2022 #11 Share Posted December 29, 2022 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) Link to comment Share on other sites More sharing options...
dog Posted December 29, 2022 #12 Share Posted December 29, 2022 My casino OBC , FCD OBC,& Promotion OBC all show up on my Travel Summary. Link to comment Share on other sites More sharing options...
Crystabel Posted December 29, 2022 #13 Share Posted December 29, 2022 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 Link to comment Share on other sites More sharing options...
wen_c82 Posted December 29, 2022 #14 Share Posted December 29, 2022 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. 1 Link to comment Share on other sites More sharing options...
Rare llarsen Posted December 31, 2022 #15 Share Posted December 31, 2022 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 1 Link to comment Share on other sites More sharing options...
Rare llarsen Posted December 31, 2022 #16 Share Posted December 31, 2022 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 Link to comment Share on other sites More sharing options...
Rare ontheweb Posted December 31, 2022 #17 Share Posted December 31, 2022 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. Link to comment Share on other sites More sharing options...
Rare DHP1 Posted December 31, 2022 #18 Share Posted December 31, 2022 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. 1 Link to comment Share on other sites More sharing options...
Rare DHP1 Posted January 3, 2023 #19 Share Posted January 3, 2023 Customersupport@priness.com Link to comment Share on other sites More sharing options...
Rare PacnGoNow Posted January 3, 2023 #20 Share Posted January 3, 2023 40 minutes ago, DHP1 said: Customersupport@priness.com This address doesn’t look right. Also, check spelling. Link to comment Share on other sites More sharing options...
Rare DHP1 Posted January 3, 2023 #21 Share Posted January 3, 2023 12 minutes ago, PacnGoNow said: This address doesn’t look right. Also, check spelling. Sorry customersupport@princesscruise.com Link to comment Share on other sites More sharing options...
Rare PacnGoNow Posted January 3, 2023 #22 Share Posted January 3, 2023 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 Link to comment Share on other sites More sharing options...
Rare DHP1 Posted January 3, 2023 #23 Share Posted January 3, 2023 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 Link to comment Share on other sites More sharing options...
Rare DHP1 Posted January 3, 2023 #24 Share Posted January 3, 2023 I got a reply because I cc someone else and that person forwarded my email to Customer Support. Link to comment Share on other sites More sharing options...
Rare PacnGoNow Posted January 3, 2023 #25 Share Posted January 3, 2023 24 minutes ago, DHP1 said: You are correct and yes I used this email without the s after cruise and got a reply Thank you for the reply. Link to comment Share on other sites More sharing options...
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