Call Princess

[Pickels]

boy, what professionals they have answering phone calls,[1-800-774-6237] if they don't have an answer to your question, they simply hang-up!

This happened on several different calls with different questions.  Can' answer it, just hang up on the caller. 

[Bgwest]

Page 1 of their new training manual!!

[Fortunate 2 travel]

10 hours ago, Mark JF said:

My wife and I are traveling on the Sun Princess between Nov 30-Dec 9 2025 and we are really looking forward to the new ship especially, the newest iteration of the Sanctuary. We are veteran cruisers with Princess and have 12 cruises between us with the line.

One of the biggest complaints that I had with the older ships was the mad dash at boarding to get a Cabana in the Sanctuary. Often, there was a long line of testy passengers who were trying to get space in the Sanctuary. Many did not realize that the Sanctuary was additional charge with the cabanas running around $250 for a whole. Others booked space but never showed up. Usually, the Sanctuary manager would get my choice of cabanas after the first day’s rush failed to show but it was a major source of irritation for both me and my wife and I pointed this out on my post cruise surveys.

Apparently, they were listening to my concerns and similar concerns raised by other guests. The new Sun Princess will have guaranteed space for Signature Suite guests like me. I have always had a suite on my previous cruises and it always bothered me that wasn’t any consideration in the Sanctuary for suite guests. I am thrilled that this issue has been fixed. Additionally, I like the idea that Sanctuary guests no longer have to share the adult pool with everyone else. It is now integrated into the Sanctuary keeping away kids, teens and the more rowdy, more inebriated guests. I really believe that improvements to the suites themselves as well as the Sanctuary will give Princess a more premium experience and will bring it more in line with competitors offerings like The Haven on Norwegian Cruise Line. Also, Signature Suite guests I.E Sky Suite and Owner’s Suite guests will also have a private Signature dining room.

All of the pictures that I have seen of the Sun Princess look fantastic. The spaces are both elegant and contemporary. Photos of both the Owners Suite(the room that we booked) as well as the Sky Suites are huge improvements over the Suites on older Princess ships like the Caribbean Princess or the Royal class of ships.

It should be a memorable cruise for both of us.

 

18 minutes ago, Pickels said:

boy, what professionals they have answering phone calls,[1-800-774-6237] if they don't have an answer to your question, they simply hang-up!

This happened on several different calls with different questions.  Can' answer it, just hang up on the caller. 

I experienced the same thing after being on hold for an extended period of time.  I finally found a CVP who is amazing!!!  I had a couple CVP cold call me and even knew when I was on the Princess Website.  I asked one of them a question about the Sanctuary and he didn’t even know what that was!!  Not impressed with the current Princess leadership - that’s where it all starts.

[Bgwest]

Find and use a good TA. 
it’s pointless to do otherwise.

[PacnGoNow]

42 minutes ago, Pickels said:

boy, what professionals they have answering phone calls,[1-800-774-6237] if they don't have an answer to your question, they simply hang-up!

This happened on several different calls with different questions.  Can' answer it, just hang up on the caller. 

There is no excuse for that.  

 

They have the capability to record calls for learning and training purposes.

But, do they have the manpower to monitor these calls?  

 

 

[mtnesterz]

41 minutes ago, Pickels said:

...This happened on several different calls with different questions...

We couldn't assist you with your booking or make a reservation, but is there a question we might be able to answer for you?

Agree with Bgwest. Find a good TA or your CVP.

[rocklinmom]

Yes sadly this is the new Princess customer service number. Pretty sure this will be our last cruise with them. I shouldn't have to hound them on Instagram to get things done. 

[memoak]

1 hour ago, rocklinmom said:

Yes sadly this is the new Princess customer service number. Pretty sure this will be our last cruise with them. I shouldn't have to hound them on Instagram to get things done. 

I have no idea why people even call the main line or casino line just get a good CVP

[Bgwest]

9 minutes ago, memoak said:

I have no idea why people even call the main line or casino line just get a good CVP

OR TA.

A mystery to me as well. 

[CDNCruiser55]

10 minutes ago, memoak said:

I have no idea why people even call the main line or casino line just get a good CVP

 

I keep seeing this comment. However, is there a process to get a 'good' CVP? I requested one and he was clueless. He didn't really know much about Princess ships though he did know there were 'two new ones' coming and thought one of them had Caribbean itineraries. I am not convinced he could name the new ships though. I asked him to send me some info but he never did. He admitted he had never cruised before and told me that most CVPs are just students. I am sure there are good CVPs, I just don't know how to find them.

[mtnesterz]

2 minutes ago, CDNCruiser55 said:

 

...is there a process to get a 'good' CVP? I just don't know how to find them.

We are not allowed to name them here on CC. I got a warning for giving out the main toll free number from the website, providing nothing more than the number. Beyond luck of the draw, the only thing I can think of is if you are on a cruise and attend a M&G, ask other passengers who they like.

[memoak]

14 minutes ago, CDNCruiser55 said:

 

I keep seeing this comment. However, is there a process to get a 'good' CVP? I requested one and he was clueless. He didn't really know much about Princess ships though he did know there were 'two new ones' coming and thought one of them had Caribbean itineraries. I am not convinced he could name the new ships though. I asked him to send me some info but he never did. He admitted he had never cruised before and told me that most CVPs are just students. I am sure there are good CVPs, I just don't know how to find them.

My CVP is a grown person who cruises themselves. I have had 2 different CVP’s over the years they they have both been awesome. 

[ontheweb]

3 hours ago, rocklinmom said:

Yes sadly this is the new Princess customer service number. Pretty sure this will be our last cruise with them. I shouldn't have to hound them on Instagram to get things done. 

I wonder if the bean counters will ever figure out that cutting back on customer service will eventually lose repeat customers for for them.

[dweeb]

18 minutes ago, ontheweb said:

I wonder if the bean counters will ever figure out that cutting back on customer service will eventually lose repeat customers for for them.

I'm sure that they have heard about it.  However, I think they may have signed a contract that has them utilizing this call center for a certain amount of time, or else they will get a monetary penalty.  I know I refuse to book a Princess cruise if I have to call the call center, and I tell everyone I know that you DO NOT want to call them either.  Book it any other way but not with calling them.

[ontheweb]

3 hours ago, dweeb said:

I'm sure that they have heard about it.  However, I think they may have signed a contract that has them utilizing this call center for a certain amount of time, or else they will get a monetary penalty.  I know I refuse to book a Princess cruise if I have to call the call center, and I tell everyone I know that you DO NOT want to call them either.  Book it any other way but not with calling them.

I think the common phrase is "penny wise, and pound foolish".

[Thrak]

7 hours ago, mtnesterz said:

We couldn't assist you with your booking or make a reservation, but is there a question we might be able to answer for you?

 

At that point ask for their Lumpia recipe. They can likely help you with that.

[SCX22]

I'm from a younger generation and we find the Internet to be a wonderful resource.  What are people asking Princess reps and CVPs?  Everything is pretty much online.  Cruise Deck Plans has all of the deck plans for the ships.  Cruise Mapper has all of the itineraries for a ship listed sequentially and easy to read.  Heck, you can search a specific ship on YouTube and see if your question will be answered there.  I agree that it shouldn't be like pulling teeth to get good help from Princess, but at the same time there are plenty of self help resources.

 

I also agree that if booking directly with Princess, CVPs should be used in case you have to make a complicated change to your booking.  Princess laid off many of their phone agents during pandemic.  Now they are hiring any one under the sun en masse to fill their CVP positions.  In retrospect, part of me thinks that Princess intentionally outsourced the trunk line to the Philippines to give passengers a hard time, so that they would book with CVPs who have quotas to meet.

 

Personally, I don't book with TAs because I think that they should be eliminated like the airlines have done to many of the TAs.  It saves Princess from having to pay commissions, which increases their bottom line and potentially could provide passengers with lower fares.  Once I'm booked I don't have complicated requests--maybe a refare here and there.

Edited March 5 by SCX22

[karatemom2]

6 hours ago, memoak said:

I have no idea why people even call the main line or casino line just get a good CVP

 

Can a CVP book casino offers? We have not pursued getting one because we were under the impression only the casino department could book with casino benefits, but I would love the enhanced service a CVP could provide. In general, we have had decent experience with the casino sales reps we have talked with, but even that has not been as satisfactory for our most recent bookings. They seem to know less and less. Our most recent casino booking we just did ourselves online. It was easier.

[Thrak]

25 minutes ago, SCX22 said:

I'm from a younger generation and we find the Internet to be a wonderful resource.  What are people asking Princess reps and CVPs?  Everything is pretty much online. 

 

When Princess screws up your booking the fix isn't readily available online. Many here have had careers in IT and still find that they sometimes have to contact Princess, a CVP, or their TA for resolution. "Regular" people don't have access to the booking info or the sites that allow it to be changed. Being younger doesn't make one more computer literate than many of us "older" folks. Yes, there are a lot of older folks who are not good with technology but I have run into quite a few younger folks who aren't good with tech either.

[memoak]

26 minutes ago, karatemom2 said:

 

Can a CVP book casino offers? We have not pursued getting one because we were under the impression only the casino department could book with casino benefits, but I would love the enhanced service a CVP could provide. In general, we have had decent experience with the casino sales reps we have talked with, but even that has not been as satisfactory for our most recent bookings. They seem to know less and less. Our most recent casino booking we just did ourselves online. It was easier.

CVP’s can book all casino offers except for bounce back offers. The may be able to see cabins you can’t see on line and get better deals if you want to pay extra for a better cabin such as paying up from a free balcony to a suite (we have found that all suites end up at the same price through them

[karatemom2]

Just now, memoak said:

CVP’s can book all casino offers except for bounce back offers. The may be able to see cabins you can’t see on line and get better deals if you want to pay extra for a better cabin such as paying up from a free balcony to a suite (we have found that all suites end up at the same price through them

 

Thank you for this information - I will look into finding a reliable CVP then. We generally upgrade our offer so this is very helpful!

[Thrak]

Another comment re: Younger folks vs older folks tech skills. I once sent a short email to the other folks in my tech unit. They were all considerably  (25 - 30 years) younger than me. I thought it was great "Bill Gates" humor but only one of them "got it".

 

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[Pickels]

We’ve been cruising since 2003, on NCL, Royal, Celebrity, Princess, and if I had a question, or an issue, a quick call to the cruise line would provide an answer or a resolution.  Simple and quick!  Not nowadays, customer service has changed over the years, and not for the better.

[SCX22]

19 minutes ago, Thrak said:

Another comment re: Younger folks vs older folks tech skills. I once sent a short email to the other folks in my tech unit. They were all considerably  (25 - 30 years) younger than me. I thought it was great "Bill Gates" humor but only one of them "got it".

 

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Message is something about having one OS.  I get it if it refers to Windows dominating.  Much of the younger generation see Gates as a villain rather than a hero.

 

But I digress, still think that people have to learn to help themselves.  Web resources are vast.  As far as bookings go, I think going CVP/TA route is best, with my preference being a knowledgeable CVP.  I also think that people should be as informed as they can be before making a booking.  The CVP/TA shouldn't have to spoon feed everything.  By the same token, passengers shouldn't be so fickle about their bookings.  Labor is expensive nowadays, good labor is even more expensive.

Edited March 6 by SCX22

[BlerkOne]

11 hours ago, Bgwest said:

Find and use a good TA. 
it’s pointless to do otherwise.

I know several. They have the same issues when they have to call Princess. One TA I am using for the next Princess has hung up at least twice on clueless idiots at Princess U. It seemed like the rep had to put her on hold while they asked a manager every question she asked. For questions they really should get everyday.