Onboard credits disappearing once onboard

[karatemom2]

I could use some advice for my daughter and her husband who are currently on the Enchanted. Prior to leaving, their cruise personalizer reflected $700 in onboard credit. Some was casino dollars, some was a credit from their travel agency, and there was a $250 credit for my son-in-law's Carnival Shareholder benefit. It was all there in black and white! But now that they are onboard, it has mysteriously disappeared and they are only showing the casino credit. This is very frustrating as they were counting on this credit to cover their gratuities!

 

My daughter is going back to speak to Guest Services tomorrow - any suggestions? I wish we had taken a screen shot or photo because now that they are onboard all of that info that was on their cruise personalizer prior is gone. I'm going to help her reach out to her TA about that credit if needed so they can call Princess, and I have the confirmed fax to the Shareholder department showing it was received.

 

But it is really frustrating that they have to try to hassle on their honeymoon to get back the onboard credits that were clearly all there before they left. Has this happened to anyone else?

[Thrak]

26 minutes ago, karatemom2 said:

I wish we had taken a screen shot or photo because now that they are onboard all of that info that was on their cruise personalizer prior is gone.

 

This is exactly why I always take a copy of my Booking and a copy of my Travel Summary. I make sure everything shows and then take a hard copy with me. (I also put a copy on my phone.)

 

Hopefully this will all get cleared up at Customer services. They "should" be able to contact Princess and get the information if they don't already have a copy.

[cdngrl]

I’m so sorry this is happening to them on their honeymoon. They don’t need to be standing in line and then trying to explain to guest services what’s going on. I hope it’s cleared up quickly in their favour.

[Pstcrik]

Like Thrak says take hard copies although I have even had problems at the front desk when I show them hard copies.  They always want to check with H.O.

[PacnGoNow]

1 hour ago, karatemom2 said:

I could use some advice for my daughter and her husband who are currently on the Enchanted. Prior to leaving, their cruise personalizer reflected $700 in onboard credit. Some was casino dollars, some was a credit from their travel agency, and there was a $250 credit for my son-in-law's Carnival Shareholder benefit. It was all there in black and white! But now that they are onboard, it has mysteriously disappeared and they are only showing the casino credit. This is very frustrating as they were counting on this credit to cover their gratuities!

 

My daughter is going back to speak to Guest Services tomorrow - any suggestions? I wish we had taken a screen shot or photo because now that they are onboard all of that info that was on their cruise personalizer prior is gone. I'm going to help her reach out to her TA about that credit if needed so they can call Princess, and I have the confirmed fax to the Shareholder department showing it was received.

 

But it is really frustrating that they have to try to hassle on their honeymoon to get back the onboard credits that were clearly all there before they left. Has this happened to anyone else?

They did not screenshot any of these or print the travel summary?

 

The TA should have a record, if they gave them OBC. If they paid PCL for the OBC, they will get a receipt for it.

 

I would go to GS and ask to speak to the General Hotel Mgr. That’s not right. They should be enjoying their honeymoon.

 

The shareholder obc can be verified with the dept by email. GS  can do that.

 

Did they make any last minute changes, upgrades or refaring the cruise that might have wiped out their credits?  TA would know.

 

Best of luck.

[Sprocket]

Have they checked their emails?  When I receive my shareholder credit they said a new booking confirmation showing it’s been applied.  It’s a very generic line item just says onboard credit and the amount.

If they booked any excursions prior to getting on the ship they will use their onboard credits to cover them.

 

Edited August 16, 2023 by Sprocket

[birdiebill]

I would get a copy of their onboard account.  They are easy to get either on the app or a printed copy.  The onboard account shows the starting OBC and then a balance as gratuities, drinks, purchases are subtracted.  Once onboard I believe the cruise personalizer no longer shows the OBC because it is now being used for the onboard account.  

[Thrak]

1 hour ago, Sprocket said:

Have they checked their emails?  When I receive my shareholder credit they said a new booking confirmation showing it’s been applied.  It’s a very generic line item just says onboard credit and the amount.

If they booked any excursions prior to getting on the ship they will use their onboard credits to cover them.

 

 

If you use a TA all of those mail go to the TA. They may not have been forwarded.

[Sprocket]

28 minutes ago, Thrak said:

 

If you use a TA all of those mail go to the TA. They may not have been forwarded.

Never use one and that is one of many reasons why.  Really hope they can get it sorted out.

[startedwithamouse]

3 hours ago, karatemom2 said:

I could use some advice for my daughter and her husband who are currently on the Enchanted. Prior to leaving, their cruise personalizer reflected $700 in onboard credit. Some was casino dollars, some was a credit from their travel agency, and there was a $250 credit for my son-in-law's Carnival Shareholder benefit. It was all there in black and white! But now that they are onboard, it has mysteriously disappeared and they are only showing the casino credit. This is very frustrating as they were counting on this credit to cover their gratuities!

 

My daughter is going back to speak to Guest Services tomorrow - any suggestions? I wish we had taken a screen shot or photo because now that they are onboard all of that info that was on their cruise personalizer prior is gone. I'm going to help her reach out to her TA about that credit if needed so they can call Princess, and I have the confirmed fax to the Shareholder department showing it was received.

 

But it is really frustrating that they have to try to hassle on their honeymoon to get back the onboard credits that were clearly all there before they left. Has this happened to anyone else?

It will be in your booking PDF sent in an email to you.

Just bring up that email to show guest services.

[Host CJSKIDS]

I had this happen to me on one sailing.  Not only did I go to customer service, I went to the Captain's Circle host (forget the new name).  I had a print out to show them and I still had a bit of a battle to get It straightened out but it finally did.   Tell them to be persistent.  

Sorry they have to  deal with this on their honeymoon and I hope they can get this done quickly and enjoy their honeymoon. Congratulations to all on the wedding!

[wallyj]

4 hours ago, Host CJSKIDS said:

I had this happen to me on one sailing.  Not only did I go to customer service, I went to the Captain's Circle host (forget the new name).  I had a print out to show them and I still had a bit of a battle to get It straightened out but it finally did.   Tell them to be persistent.  

Sorry they have to  deal with this on their honeymoon and I hope they can get this done quickly and enjoy their honeymoon. Congratulations to all on the wedding!

Princess changed the Captain Circle Host title to Loyalty and Events Manager, but that has changed as Future Cruise now handles Loyalty so usually, the lead Future Cruise consultant does the speaking at the MTG and Captain Circle party but it varies. All Future Cruise consultants are supposed to be trained to answer Loyalty related questions.

[Steelers36]

18 hours ago, Thrak said:

 

If you use a TA all of those mail go to the TA. They may not have been forwarded.

 

17 hours ago, Sprocket said:

Never use one and that is one of many reasons why.  Really hope they can get it sorted out.

It is easy to monitor for SOBC or MOBC to be posted as you just need to check for Onboard Credits in the Payments section of the Cruise Personalizer, or check the Travel Summary. 

 

I don't get an email notice of applied SOBC, and I don't think my TA does either.  They do get an alert when account dollars changes and then forward an email.  I don't recall getting a notice when SOBC applied.  But I might be wrong.  IDC anyway as I just check it myself.

[karatemom2]

Thanks everyone for the helpful feedback. They went back to Guest Services this morning and were able to get everything reflected appropriately. Thankfully they had the email from the travel agency from time of booking that showed their OBC and the staff was able to confirm with the main office that the shareholder's credit had been sent and confirmed, so all is well and they are back to having their full amount of credits applied to their onboard account. But it is a lesson learned for me going forward - I will always take a screen shot of our credits prior to the cruise personalizer closing a few days prior to the cruise just in case I need some back up!

[Sprocket]

1 hour ago, Steelers36 said:

 

It is easy to monitor for SOBC or MOBC to be posted as you just need to check for Onboard Credits in the Payments section of the Cruise Personalizer, or check the Travel Summary. 

 

I don't get an email notice of applied SOBC, and I don't think my TA does either.  They do get an alert when account dollars changes and then forward an email.  I don't recall getting a notice when SOBC applied.  But I might be wrong.  IDC anyway as I just check it myself.

My cruises were all booked through the casino until recently and now I book my own online.  I do get an updated booking confirmation each time they apply my SBC which is one of the benefits of booking directly.
Everything shows up in my personalizer or in the onboard credits under booked guests.

For new cruisers though it can be difficult to find where the information is located.

Glad they got it all sorted out and can relax and enjoy their cruise.

[Sprocket]

55 minutes ago, Sprocket said:

My cruises were all booked through the casino until recently and now I book my own online.  I do get an updated booking confirmation each time they apply my SBC which is one of the benefits of booking directly.
Everything shows up in my personalizer or in the onboard credits under booked guests.

For new cruisers though it can be difficult to find where the information is located.

Glad they got it all sorted out and can relax and enjoy their cruise.

Sorry SBC should read shareholder credit.

[Rick&Jeannie]

@karatemom2...sorry you had to jump through hoops like that!  It just adds to the stress level on top of all the "normal (?) hoop jumping with travel today.

[Steelers36]

2 hours ago, Sprocket said:

My cruises were all booked through the casino until recently and now I book my own online.  I do get an updated booking confirmation each time they apply my SBC which is one of the benefits of booking directly.
Everything shows up in my personalizer or in the onboard credits under booked guests.

For new cruisers though it can be difficult to find where the information is located.

Glad they got it all sorted out and can relax and enjoy their cruise.

Right.  I don't like to pay full fare for my Princess cruises and book with a US TA.  I can also see all my credits and such in the Cruise Personalizer.  So, it is there even if not booking directly.

[doghog]

I've also noticed our OBC disappears shortly after the cruise is underway. I tell my wife about it and I need to speak with GS about it. She quickly say's I shouldn't bother them and tells me to go and have a beer or two you'll feel better. 😉

Edited August 17, 2023 by doghog

[Steelers36]

3 minutes ago, doghog said:

I've also noticed our OBC disappears shortly after the cruise is underway. I tell my about it and I need to speak with GS about it. She quickly say's I shouldn't bother them and tells me to go and have a beer or two you'll feel better. 😉

My friend, Tony, always used to say his wife had the OBC spent while he was filling out the old health questionnaire form.

[Thrak]

Glad their honeymoon is working out. When I got married my employer wouldn't give me even one extra day off work so no honeymoon at that time. 🥴

[coo359a2]

Glad everything worked out.  Something that might happen after you first send off the request for shareholder credit and it is posted to your Personalizer.  For me at least, every time I make a refare the shipboard credit falls off the Personalizer.  My TA also reminds me (at the time she processes the refare)  that the shipboard credit has fallen off my booking. When I check my Personalizer it is not there.   Pre pandemic, I could usually call the Princess extension that processed all CCL requests and they would reapply the OBC while on the phone with me.  Now, I usually get the  - you have to resubmit your paperwork for the OBC - answer..  

I also take a copy of the Travel Summary showing my OBC, confirmed excursions, flight arrangements, etc. Sometime after embarking,  I get a copy of my on board account from the kiosk by GS to make sure that OBC and excursions are correct.

Edited August 17, 2023 by coo359a2