Help PLEASE with my folio

[DANCING GRANDMOMMY]

We were medically disembarked from our cruise. Not the ship's fault and the medical staff were amazing. Before we left my husband got a copy of our account stating we had around $1000. credit. Later they sent me a summary charging for:

Contra-Premier Specialty Dining  $58.80

Contra-Premier Premium Desserts (unlimited) 192.71

Contra-Premier Crew Appreciation 112

Contra-Premier Wi-Fi (4 devices] 279.93

Contra-Premier Beverage Package 247.41

We had the Premier Package!! They also charged $58 each for missing our dinner reservation that was after we were disembarked. And we were not reimbursed for the excursion we had to cancel, because I was in the medical center, which they told my husband we would not be charged.

I added $850..60 in gift cards to my folio, which should have all been refunded.  

I have emailed Princess, I have called twice, my TA has called and all I receive is a standard email, they appreciate my patience. Someone will get back to me soon. It has been almost a month. Ideas please on where to from here.

This is not even touching on the 21/2 days we were isolated for COVID (the end of the 1st half of the back to back and the 1st day of the second half, which was completely separate from the reason I was in ship's medical for 2 days before being disembarked. We paid that $4814.20 bill to them. Before anyone asks, yes we had Princess Platinum insurance plan and they have paid us for the last 2 days of the cruise that we missed. Still waiting on the medical. I am so frustrated. I want to look forward to my up coming 16 cruise, but it is hard to with this hanging over our heads. 

Thanking you in advance for your help.

[cheetosrevil]

My uneducated cruise experience in this situation suggestion is to (take that for what it's worth) post a brief summary on their Facebook or Instagram pages. You might get a response when it's more public.

Edited April 8 by cheetosrevil
grammar

[cr8tiv1]

Your folio is a complicated one.  Did you already start the insurance claim with AON?  Much of the above list should be reimbursed as trip interruption.  It will take longer than a month as AON communicates with Princess to decide to owes what.  

 

I don't know if you are of Medicare age, but that is the first thing that needs to be filed AND denied.  It took Medicare 120 days to deny my claim.  60 days to tell me that I needed to resubmit with the itinerary attached.  Then another 60 days to tell me that I was "outside" the US and denied the claim.  

 

Only then could my personal insurance and AON could start processing my claim.  My personal insurance picked up everything Medical.  Shortly after submitting what they paid, AON paid the rest.

[trvlwrld]

Dispute the charges with your credit card company…that got immediate attention from Princess and they fixed our problem within 30 days

[DANCING GRANDMOMMY]

47 minutes ago, cr8tiv1 said:

Your folio is a complicated one.  Did you already start the insurance claim with AON?  Much of the above list should be reimbursed as trip interruption.  It will take longer than a month as AON communicates with Princess to decide to owes what.  

 

I don't know if you are of Medicare age, but that is the first thing that needs to be filed AND denied.  It took Medicare 120 days to deny my claim.  60 days to tell me that I needed to resubmit with the itinerary attached.  Then another 60 days to tell me that I was "outside" the US and denied the claim.  

 

Only then could my personal insurance and AON could start processing my claim.  My personal insurance picked up everything Medical.  Shortly after submitting what they paid, AON paid the rest.

I had not filed my claim yet. I can't imagine that the premium charges would have anything to do with AON. I was shocked that my Medicare Advantage plan is paying half of the medical bill. They told me I had worldwide coverage. I have not gotten the check or paperwork from them yet so I can submit the balance to AON, but it shows up on their website. Fortunately, they called me to tell me they needed the itinerary and I fax it to them the same day.  

[cr8tiv1]

Gift card credit is NOT refunded.  It needs to be returned to the gift card.  I hope you have hard copies of the gift card numbers/pins.  That is a total nightmare (according to my TA). 

[AZjohn]

2 hours ago, cr8tiv1 said:

Your folio is a complicated one.  Did you already start the insurance claim with AON?  Much of the above list should be reimbursed as trip interruption.  It will take longer than a month as AON communicates with Princess to decide to owes what.  

 

I don't know if you are of Medicare age, but that is the first thing that needs to be filed AND denied.  It took Medicare 120 days to deny my claim.  60 days to tell me that I needed to resubmit with the itinerary attached.  Then another 60 days to tell me that I was "outside" the US and denied the claim.  

 

Only then could my personal insurance and AON could start processing my claim.  My personal insurance picked up everything Medical.  Shortly after submitting what they paid, AON paid the rest.

You explained the process perfectly😊👍

 

Much better than my response of  “it’s going to take a hell of a lot more time than 1 month to get it all straiten out”😊

 

Cheers

[tompeter]

I would suggest you call Princess and ask to be transferred to the Resolutions desk. If you can get thru to them, you will find someone knowledgeable that can rectify your dilemma( Spoken from experience). Good Luck.

[leck57]

Princess folio summaries are not well set out and where I expect a credit to be shown as a + sign it is often shown as a minus sign -as in a debit for Princess. I thought "Contra" as shown above meant it was a credit to the passenger, but I might have that wrong.

I sent an email to Customer Relations asking about a cabin upgrade we didn't get and on the 15 Feb received a reply providing me with a case number and stating a reply would take 10-15 business days. Since then, crickets.

Edited April 8 by leck57

[Moondogy]

I get so tired of these big companies pulling crap on us, I go straight to the top anymore. I know Ms. Swartz is no longer CEO of princess but she seems to still have enough pull to get things done when I email her.

[jagoffee]

On 4/7/2024 at 6:17 PM, DANCING GRANDMOMMY said:

We were medically disembarked from our cruise. Not the ship's fault and the medical staff were amazing. Before we left my husband got a copy of our account stating we had around $1000. credit. Later they sent me a summary charging for:

Contra-Premier Specialty Dining  $58.80

Contra-Premier Premium Desserts (unlimited) 192.71

Contra-Premier Crew Appreciation 112

Contra-Premier Wi-Fi (4 devices] 279.93

Contra-Premier Beverage Package 247.41

We had the Premier Package!! They also charged $58 each for missing our dinner reservation that was after we were disembarked. And we were not reimbursed for the excursion we had to cancel, because I was in the medical center, which they told my husband we would not be charged.

I added $850..60 in gift cards to my folio, which should have all been refunded.  

I have emailed Princess, I have called twice, my TA has called and all I receive is a standard email, they appreciate my patience. Someone will get back to me soon. It has been almost a month. Ideas please on where to from here.

This is not even touching on the 21/2 days we were isolated for COVID (the end of the 1st half of the back to back and the 1st day of the second half, which was completely separate from the reason I was in ship's medical for 2 days before being disembarked. We paid that $4814.20 bill to them. Before anyone asks, yes we had Princess Platinum insurance plan and they have paid us for the last 2 days of the cruise that we missed. Still waiting on the medical. I am so frustrated. I want to look forward to my up coming 16 cruise, but it is hard to with this hanging over our heads. 

Thanking you in advance for your help.

 

“Contra-Premier Specialty Dining  $58.80

Contra-Premier Premium Desserts (unlimited) 192.71

Contra-Premier Crew Appreciation 112

Contra-Premier Wi-Fi (4 devices] 279.93

Contra-Premier Beverage Package 247.41”

 

I believe this portion of your statement is confusing the situation.  These are not items that reflect something that is owed you.  These is just a reflection of the retail value of some of the  items in the Plus.  They are not OBC (refundable or otherwise) and no value is returned to you if not used.  You should have paid the $80 a day per person when you made your final payment.

 

 

 

[DANCING GRANDMOMMY]

1 hour ago, jagoffee said:

 

“Contra-Premier Specialty Dining  $58.80

Contra-Premier Premium Desserts (unlimited) 192.71

Contra-Premier Crew Appreciation 112

Contra-Premier Wi-Fi (4 devices] 279.93

Contra-Premier Beverage Package 247.41”

 

I believe this portion of your statement is confusing the situation.  These are not items that reflect something that is owed you.  These is just a reflection of the retail value of some of the  items in the Plus.  They are not OBC (refundable or otherwise) and no value is returned to you if not used.  You should have paid the $80 a day per person when you made your final payment.

 

 

 

Exactly, but they charged me each of these items. We spent less then our non refundable credit of $350.00. I did not expect the difference to be refunded. I gave them $856 in gift cards. I expect that back. Instead they added these and other charges until my credit balance was 00. When we left we had a summary showing our credit, then they sent me a revised summary 

[Arizona Wildcat]

8 minutes ago, DANCING GRANDMOMMY said:

Exactly, but they charged me each of these items. We spent less then our non refundable credit of $350.00. I did not expect the difference to be refunded. I gave them $856 in gift cards. I expect that back. Instead they added these and other charges until my credit balance was 00. When we left we had a summary showing our credit, then they sent me a revised summary 

Have you spoken to the Executive Officeor someone on the resolutions staff yet?

You obviously need to speak with someone.  You unfortunate situation is complicated and nobody at this forum can really assist you.  

Email, social media post or call to office in the US.

Without a copy of your folio - please do not post here - we really do not know what happened.

And yes, the gift cards will need to be refunded to the cards.  That requires information you might not have at hand.

Edited April 9 by Arizona Wildcat

[DANCING GRANDMOMMY]

28 minutes ago, Arizona Wildcat said:

Have you spoken to the Executive Officeor someone on the resolutions staff yet?

You obviously need to speak with someone.  You unfortunate situation is complicated and nobody at this forum can really assist you.  

Email, social media post or call to office in the US.

Without a copy of your folio - please do not post here - we really do not know what happened.

And yes, the gift cards will need to be refunded to the cards.  That requires information you might not have at hand.

Your response was what I  was looking for. Do you know how I contact an Excutive Officer?

[cr8tiv1]

You indicated that you booked through a TA.  (S)he should be the one to be calling the Resolutions Department on your behalf.  An experienced TA would know all the ins and outs of getting problems resolved.

[Itchy&Scratchy]

1 hour ago, Arizona Wildcat said:

And yes, the gift cards will need to be refunded to the cards.  That requires information you might not have at hand.

when we were on a Princess ship last time, I applied $400 worth of gift cards to our folio. The GS person took all 4 of my $100 plastic gift cards and taped them to some kind of a printout. I never thought of writing down the card numbers and/or pins in case they had to be refunded.

[DANCING GRANDMOMMY]

On 4/7/2024 at 6:46 PM, trvlwrld said:

Dispute the charges with your credit card company…that got immediate attention from Princess and they fixed our problem within 30 days

They did not charge me card. They used the $856.60 in Princess gift cards that I put on my account at the beginning of the cruise. We planned on having a lot more fun instead of missing 7 days with Covid and then later my fun hospital stay. I can't wait to go back. What we saw of it was beautiful. And I do have all of my gift card numbers. 

[DANCING GRANDMOMMY]

46 minutes ago, cr8tiv1 said:

You indicated that you booked through a TA.  (S)he should be the one to be calling the Resolutions Department on your behalf.  An experienced TA would know all the ins and outs of getting problems resolved.

He tried. 

 

[Arizona Wildcat]

27 minutes ago, DANCING GRANDMOMMY said:

He tried. 

 

This is way beyond what a TA can sort.  You are dealing with gift cards, Covid, insurance etc.

Edited April 10 by Arizona Wildcat

[Donwoods123]

I have had success in the past when I emailed Collin Steinke.  His info is:

 

Collin Steinke
Director, Customer Relations
24305 Town Center Drive
Santa Clarita, CA 91355
csteinke@princesscruises.com

[jagoffee]

17 hours ago, DANCING GRANDMOMMY said:

Exactly, but they charged me each of these items. We spent less then our non refundable credit of $350.00. I did not expect the difference to be refunded. I gave them $856 in gift cards. I expect that back. Instead they added these and other charges until my credit balance was 00. When we left we had a summary showing our credit, then they sent me a revised summary 

You had already paid your $80 a day for the Premier package and they did not give you a refund for the package, correct?  So you had $856 in gift cards that you applied to your account and created $858 refundable OBC.  
I wonder if they put the Gift Card money back on your Gift Cards?

 

I just thought someone might be misunderstanding the “retail value” of the Premier package that are listed.

 

what a mess.  Good luck.

 

 

[DANCING GRANDMOMMY]

53 minutes ago, jagoffee said:

You had already paid your $80 a day for the Premier package and they did not give you a refund for the package, correct?  So you had $856 in gift cards that you applied to your account and created $858 refundable OBC.  
I wonder if they put the Gift Card money back on your Gift Cards?

 

I just thought someone might be misunderstanding the “retail value” of the Premier package that are listed.

 

what a mess.  Good luck.

 

 

I did check my card balances.  I thought that possibly these charges were supposed to be credits for the 3 missed days of the cruise and they inadvertently charged instead of credit., although it is a little coincidental that the charges exactly turned my balance to zero. It is hard to know when I can not contact them.  My TA said they told him it could be 4-6 weeks. I will try to be patient.

[DANCING GRANDMOMMY]

1 hour ago, Donwoods123 said:

I have had success in the past when I emailed Collin Steinke.  His info is:

 

Collin Steinke
Director, Customer Relations
24305 Town Center Drive
Santa Clarita, CA 91355
csteinke@princesscruises.com

Thank you so very much.

[cr8tiv1]

1 hour ago, DANCING GRANDMOMMY said:

I did check my card balances.  I thought that possibly these charges were supposed to be credits for the 3 missed days of the cruise and they inadvertently charged instead of credit., although it is a little coincidental that the charges exactly turned my balance to zero. It is hard to know when I can not contact them.  My TA said they told him it could be 4-6 weeks. I will try to be patient.

 

It is very difficult to be "patient" ... speaking from experience.  

 

You should get back:

OBC gift card balances to your gift cards

Medical from your medical insurance (check) and/or

Trip interruption from AON (check)

Whatever else is outstanding and due to you from AON

AND maybe, balance not used for Premier from Princess

[DANCING GRANDMOMMY]

15 minutes ago, cr8tiv1 said:

 

It is very difficult to be "patient" ... speaking from experience.  

 

You should get back:

OBC gift card balances to your gift cards

Medical from your medical insurance (check) and/or

Trip interruption from AON (check)

Whatever else is outstanding and due to you from AON

AND maybe, balance not used for Premier from Princess

Thank you AON has been wonderful. They have already paid miss trip, minis airfare as we used points for that. Medical is slow, but progressing. Thank you for you response.