princess plus package disappeared from my booking

[bulldog on water]

this is just a vent and informational blog for anyone who cares...

we have 3 cruises B2B2B booked starting 1/28/23 on the Enchanted Princess.

we booked these over a year ago when the Beverage package /tips/wifi package was $40/day.

I have all documentation and even a gift and services summary email from  reservation@princesscruises.com.

But some how this week the princess Plus art for our middle booking disappeared.

Because we booked these cruises through the Casio offers, i have to deal with their call center people.

the princess plus portion was not included in the casino offer and we paid for it, which was only $40/day at the time.

the people at the call center have no access to any previous documentation that was sent out by the reservation systems, duh!

they have to escalate this issue and tell that it should be resolved within 24 /48 hours (this is at 4:30 Friday, you know no one is going to do anything until Monday)

I have talked to 4 different people ( takes a few hours for someone to call you back when you leave your # in que) .

I have left emails to people only to get automated responses from 3 different dept.

One person said that they had charged me incorrectly and that Plus package was $60, so the dropped it off and gave me a credit. WHAT!!!

First, why did they did not tell me anything before they change my reservation 12 months after i paid for it, then they don't understand the the original price was $40 and has gone up since Jan. of 2022, because these people did not work there then. (the casino call center has been outsourced to the Philippines.)

 

Princess needs to update their informational structure for depts. to be able to access information about what gets sent out other departments.

PS; also have a case # open with Global Casino Services...

[Sprocket]

From some of the Facebook groups I am on you are not the only one.  I am not on Twitter but there are reports that they are very responsive and their issues were resolved quite quickly.

 

After 6 weeks of fighting to have the correct FP applied to my booking (shorted $1500)  I emailed Customer Resolutions and received a call that afternoon and it was fixed almost immediately.

 

Have you tried CSteinke@princesscruises.com  Putting urgent and the date of your cruise in the subject line?

 

Also I would ask them to confirm that all your bookings are paid in full.