Australian cruisers - fare fairness?

[teamflames]

Hi all

we recently booked our first Princess cruise (South America and Antarctica). We booked through an Australian TA.

We have done about 25 cruises (400 days) with a variety of lines (Hal, NCL, Celebrity, Seabourn, MSC etc).

Normally we have booked through US TAs as we have been based overseas but post Covid and returning to Australia we booked at home.

Fares on our cruise have dropped more than 12% and we asked for a refare as we have always done previously but have been refused. We can’t cancel and reprice as the deposit we have paid (20%) is non refundable in Australia.

Even requests for an upgrade in cabin to match the current pricing or obc have been denied. We are told it would be unfair to other passengers.

Not sure how this fairness argument works when American bookings can reprice and it turns out their plus promotion includes gratuities which are excluded in Australian fares (cruise fares the same).

Is there anything other Australian cruisers have managed to do to achieve a more equitable outcome?

Our TA has tried and we have tried to speak to Princess direct but those who make the decisions refuse to provide any contact details other than a feedback email address.

any help appreciated 

[Sprocket]

For unresolved issues I recommend sending Princess a message through Instagram.  They are normally very responsive and at the very least they should give you a logical reason if they can’t/won’t refare your cruise.  Not fair to other cruisers ?  Makes me think they need to sharpen their communication skills.

Good Luck!

[cruzsnooze]

You have not done a refare previously as you stated since this is the first time you booked with an Australian TA and your rules are different. Is it fair? Maybe, we pay daily gratuity whereas Australians don't and I hear no complaint about that disparity. European countries also can't refare , different rules for different countries. Didn't you know the policy before booking? I think you knew the policy  because you booked with a US travel agent previously for your 25 cruises knowing the policy was more liberal regarding getting a refare if the price went down. In the future book with a US travel agent since you prefer that policy

[teamflames]

16 minutes ago, cruzsnooze said:

You have not done a refare previously as you stated since this is the first time you booked with an Australian TA and your rules are different. Is it fair? Maybe, we pay daily gratuity whereas Australians don't and I hear no complaint about that disparity. European countries also can't refare , different rules for different countries. Didn't you know the policy before booking? I think you knew the policy  because you booked with a US travel agent previously for your 25 cruises knowing the policy was more liberal regarding getting a refare if the price went down. In the future book with a US travel agent since you prefer that policy

My point about refaring was in relation to the other cruise lines I have sailed. It has never been an issue prior to final payment and even after final payment we have usually received obc or upgrades.

I am not sure what you are talking about in regards to gratuities. On this particular cruise those from the US who have booked a Plus fare have gratuities included whereas in our situation we are expected to pay gratuities on top (perhaps you are referring to sailings within Australia where gratuities are usually built into the price). The current US fare is $200 cheaper than the equivalent AUS fare and includes gratuities so is worth in excess of 500 more and that’s not taking into account the fact we paid 12.5% more (in fact the current price would get us a mini suite compared to our balcony).

I understand there will always be some inequity but my post is seeking Australian client experiences if others have found a way to deal with Princess Australia.

Interestingly they now guarantee that any bookings for 2025 or 2026 made now will be lowest price (so either they will not lower fares or will guarantee repricing). So they are acknowledging through this new promotion the inequity of our current circumstances- surely some form of compensation as a goodwill gesture is warranted

[TRLD]

2 hours ago, teamflames said:

Hi all

we recently booked our first Princess cruise (South America and Antarctica). We booked through an Australian TA.

We have done about 25 cruises (400 days) with a variety of lines (Hal, NCL, Celebrity, Seabourn, MSC etc).

Normally we have booked through US TAs as we have been based overseas but post Covid and returning to Australia we booked at home.

Fares on our cruise have dropped more than 12% and we asked for a refare as we have always done previously but have been refused. We can’t cancel and reprice as the deposit we have paid (20%) is non refundable in Australia.

Even requests for an upgrade in cabin to match the current pricing or obc have been denied. We are told it would be unfair to other passengers.

Not sure how this fairness argument works when American bookings can reprice and it turns out their plus promotion includes gratuities which are excluded in Australian fares (cruise fares the same).

Is there anything other Australian cruisers have managed to do to achieve a more equitable outcome?

Our TA has tried and we have tried to speak to Princess direct but those who make the decisions refuse to provide any contact details other than a feedback email address.

any help appreciated 

Different countries different terms and conditions, same with the UK.

 

There are also different consumer protections in place, different competitive environments, etc.

 

Since you booked through an Australian TA they should know the norms for Australian T&Cs.

 

There were a few discussion on this back pre covid.

Edited September 13 by TRLD

[teamflames]

14 minutes ago, TRLD said:

Different countries different terms and conditions, same with the UK.

 

There are also different consumer protections in place, different competitive environments, etc.

 

Since you booked through an Australian TA they should know the norms for Australian T&Cs.

 

There were a few discussion on this back pre covid.

Thanks I will try and search those boards.

[robncruise]

The current rules when I do a "dummy" booking ( on NZ/ Aust website)  state " your deposit remains completely refundable until the full balance is due".  Previously I have booked cruises when the deposit is not refundable after 180 days so maybe you fall into this category?

I have studied fares payable by NZ and Aust cruises to typically be $500 - $1000 more than those shown on US websites. My research has taken into account the exchange rate , fees/ port taxes and gratuities which are not included in fares or the Plus or Premier packages for cruises outside NZ or Australia.  There really does seem to be higher prices down under.   And don't get me started about the amount of OBC that US cruises seem to be rack up.  Lucky if we can get $50 !

[Arizona Wildcat]

Australian booking rules are different and not set by Princess, but by AUS/NZ.  Always tell everyone to read the terms.  In the US we can book refundable or not refundable.  Last booking did not realize was not refundable and cancelled.

[paddingtonbear]

Yes you have to search out all the rules and conditions to get a good deal.  

Pre covid we used to book Princess with a US TA. 

But our next cruise in 2025 was a fair bit cheaper for us going through an Australian TA.  If you book as soon as the fares open or soon after the fares are the cheapest I think.

 

We also got a $25 pp AUD non refundable deposit deal and OBC from our Australian TA.  The low deposit is fabulous when you book 18months plus prior to the cruise.  So if the price drops considerably we could loose the deposit and still be ok. We also got a $1500 fare reduction sale.  (Not sure it was really $1500 but you know Princess sales...it was something  :)

 

We don't have gratuities added to our Plus when we pay in Australia.  It will be added to your final account.  If you are no happy with this level of tipping you can reduce it (on board).  Those with the US Plus package do not get that option.  Read all the tipping threads and decide for yourself what you want to do.

 

Edited September 13 by paddingtonbear

[teamflames]

37 minutes ago, robncruise said:

The current rules when I do a "dummy" booking ( on NZ/ Aust website)  state " your deposit remains completely refundable until the full balance is due".  Previously I have booked cruises when the deposit is not refundable after 180 days so maybe you fall into this category?

I have studied fares payable by NZ and Aust cruises to typically be $500 - $1000 more than those shown on US websites. My research has taken into account the exchange rate , fees/ port taxes and gratuities which are not included in fares or the Plus or Premier packages for cruises outside NZ or Australia.  There really does seem to be higher prices down under.   And don't get me started about the amount of OBC that US cruises seem to be rack up.  Lucky if we can get $50 !

Thanks for your response, sorry you are correct, initially our deposit was refundable until 180 days prior to cruise. Of course prices dropped just after this date and prior to final payment.

As we used to earn HKD (effectively usd) it was always worth booking in the US - it is true there are probably less protection for a foreigner - and could find amazing deals especially regarding obc.

When we booked the fare prices were reasonably similar although gratuities were included in the US.

I am just shocked that they are not willing to at least offer something - even a better location cabin. Even worse they argue it would be unfair to other passengers?!?! Fair - so it’s fair we pay 30% more (if we tip as expected) for booking early.

 

[teamflames]

23 minutes ago, paddingtonbear said:

Yes you have to search out all the rules and conditions to get a good deal.  

Pre covid we used to book Princess with a US TA. 

But our next cruise in 2025 was a fair bit cheaper for us going through an Australian TA.  If you book as soon as the fares open or soon after the fares are the cheapest I think.

 

We also got a $25 pp AUD non refundable deposit deal and OBC from our Australian TA.  The low deposit is fabulous when you book 18months plus prior to the cruise.  So if the price drops considerably we could loose the deposit and still be ok. We also got a $1500 fare reduction sale.  (Not sure it was really $1500 but you know Princess sales...it was something  :)

 

We don't have gratuities added to our Plus when we pay in Australia.  It will be added to your final account.  If you are no happy with this level of tipping you can reduce it (on board).  Those with the US Plus package do not get that option.  Read all the tipping threads and decide for yourself what you want to do.

 

Thanks for your response. Will definitely weigh up pros and cons in future but hard to see me supporting the Australian booking system.

I pointed out that they now have lowest price guarantees for 25/26 cruises so is it really that difficult to extend such courtesy to our cruise that extends over the end of year into 2025 - nope!

Interesting point on the gratuities- while the US passengers won’t be able to lower or remove there is no need to as their cruise fare was the same (now lower) than ours without gratuities so they were already ahead by the tipping amount.

It is difficult to see how we can proceed with tipping as it would mean paying 30% more than other passengers.

[Boatharbour]

We’re Australian and booked a South America / Antarctica cruise (January 2025) directly with Princess online in January this year. The deposit was reduced and refundable. The fare did not include gratuities even though we had the plus package. It included A$300 OBC. 

In April I noticed the price had dropped by more than A$3000 and contacted Princess on their Australian phone number. They cancelled the first booking and made a new booking for us in the same stateroom at the reduced fare saving us thousands. The sale on the reduced deposit had ended so we did have to pay a higher deposit. It was handled very smoothly with existing reservations for excursions also being cancelled and rebooked under the new reservation number. 

[teamflames]

1 minute ago, Boatharbour said:

We’re Australian and booked a South America / Antarctica cruise (January 2025) directly with Princess online in January this year. The deposit was reduced and refundable. The fare did not include gratuities even though we had the plus package. It included A$300 OBC. 

In April I noticed the price had dropped by more than A$3000 and contacted Princess on their Australian phone number. They cancelled the first booking and made a new booking for us in the same stateroom at the reduced fare saving us thousands. The sale on the reduced deposit had ended so we did have to pay a higher deposit. It was handled very smoothly with existing reservations for excursions also being cancelled and rebooked under the new reservation number. 

That’s good to hear. Unfortunately for us once we were within the 180 days we had to forfeit the 20% deposit to achieve the 12.5% saving. Sounds like circumstances have to fit. Also the 25 and 26 sailings seem to have a lowest price guarantee- which makes sense as obviously they want to sell cabins well in advance. That’s what annoys us - there is absolutely no understanding towards those who did book in advance.

i understand last minute prices being lower as it is difficult for people to organise last minute travel and transfers but these prices were dropped prior to final payment 

[voljeep]

perhaps it's time for Princess to move on from Australia, huh?  all the complaints with the Ruby and all

[PurpleTraveller]

20 hours ago, teamflames said:

On this particular cruise those from the US who have booked a Plus fare have gratuities included whereas in our situation we are expected to pay gratuities on top.

 

The cost of the Plus fare package in Australia is AUD65.00 per day per person which converts to approximately USD43.00 and does not include gratuities. The cost in the United States is USD60.00 per day per person and does include gratuities. The difference in cost of approximately USD17.00 per day per person is the price of the daily gratuities so Australians are not being charged more overall for gratuities, it is just that the gratuities are paid in a different way. For Australian cruises where the on board folio is in AUD the gratuities are built into the fare and for cruises elsewhere in the world where the on board folio is in USD they are added to your daily on board account in USD or you can choose to prepay the gratuities before your cruise in AUD.

 

Edited September 13 by PurpleTraveller

[teamflames]

31 minutes ago, PurpleTraveller said:

 

The cost of the Plus fare package in Australia is AUD65.00 per day per person which converts to approximately USD43.00 and does not include gratuities. The cost in the United States is USD60.00 per day per person and does include gratuities. The difference in cost of approximately USD17.00 per day per person is the price of the daily gratuities so Australians are not being charged more overall for gratuities, it is just that the gratuities are paid in a different way. For Australian cruises where the on board folio is in AUD the gratuities are built into the fare and for cruises elsewhere in the world where the on board folio is in USD they are added to your daily on board account in USD or you can choose to prepay the gratuities before your cruise in AUD.

 

Interesting - thanks for explaining that. However in my case I am talking about the overall cost of the cruise fare with Plus package included. 
Currently the conversion equivalent price of the cruise is $200 cheaper in the US. So if the Plus is priced as you say than the Standard fare of the cruise must be significantly less in the US. So overall fare is lower with bonus of gratuities included

edit to add - so if I pay the gratuity onboard I am paying more than 30% more

Edited September 13 by teamflames

[PurpleTraveller]

10 minutes ago, teamflames said:

Interesting - thanks for explaining that. However in my case I am talking about the overall cost of the cruise fare with Plus package included. 
Currently the conversion equivalent price of the cruise is $200 cheaper in the US. So if the Plus is priced as you say than the Standard fare of the cruise must be significantly less in the US. So overall fare is lower with bonus of gratuities included

edit to add - so if I pay the gratuity onboard I am paying more than 30% more

 

You are correct in that pricing of the actual cruise fares before adding any packages seems to be higher in Australia. I know we have good consumer protection laws in Australia and different regulations but there does seem to be a discrepancy in prices depending on the location of booking.  

 

I have learnt to ignore the price difference as I can't do anything about it and book a cruise at the price I am happy to pay and then enjoy the cruise. 😊

 

[teamflames]

9 minutes ago, PurpleTraveller said:

 

You are correct in that pricing of the actual cruise fares before adding any packages seems to be higher in Australia. I know we have good consumer protection laws in Australia and different regulations but there does seem to be a discrepancy in prices depending on the location of booking.  

 

I have learnt to ignore the price difference as I can't do anything about it and book a cruise at the price I am happy to pay and then enjoy the cruise. 😊

 

Thanks - the point of my post was more about whether Australians have found a way to get some refare or compensation for when the cruise fare drops as opposed to the fairness of pricing policies across countries.

Like any form of social media it seems easy to get dragged into minutiae 

[paddingtonbear]

11 hours ago, teamflames said:

Thanks - the point of my post was more about whether Australians have found a way to get some refare or compensation for when the cruise fare drops as opposed to the fairness of pricing policies across countries.

Like any form of social media it seems easy to get dragged into minutiae 

Yes in Australia, you can cancel your booking and rebook for the lower fare. You’ll lose your deposit and OBC and any other perks that aren’t being offered at the time of the new fare offer. 
 

You’d have to book with a TA who offers tiny deposits or when Princess is offering them. 

[leck57]

12 hours ago, teamflames said:

Thanks - the point of my post was more about whether Australians have found a way to get some refare or compensation for when the cruise fare drops as opposed to the fairness of pricing policies across countries.

Like any form of social media it seems easy to get dragged into minutiae 

 

Sticking to your original question, I have had cruises re-fared through my TA here. Not often mind you and it has usually been done when the price has dropped fairly soon after I booked. I don't think my TA likes doing it but he at least makes the call. 

Personally, I think the best way around this is to purchase Future Cruise Deposits when you are onboard. I assume you know about these and as they cost only $100 each it may be better to book using these and if there is a fare drop, then cancel and rebook and you only lose the $100pp. 

Not wanting to start a tipping thread, I also read your comments about reluctance to pay the grats considering how you feel, and I agree. 

[paddingtonbear]

12 hours ago, PurpleTraveller said:

 

You are correct in that pricing of the actual cruise fares before adding any packages seems to be higher in Australia. I know we have good consumer protection laws in Australia and different regulations but there does seem to be a discrepancy in prices depending on the location of booking.  

 

I have learnt to ignore the price difference as I can't do anything about it and book a cruise at the price I am happy to pay and then enjoy the cruise. 😊

 

It isn’t always more expensive to buy through an Australian TA than a US TA. It depends on the deal and I guess the exchange rate at the time you are checking. When cabins are first released they tend to be cheaper and there are incentive deals offered. 
 

My next cruise is more than a year away and it’s almost sold out. Amazing. But when final payment is coming due there will be cancellations, I’m sure. Booking airfares early (to get deals) and assuming (gambling) you are going to catch a deal when others cancel the cruise you want is another option. You may not get a cabin of your choice and you may possibly miss out of the cruise but you can have a great land based holiday instead. 

Princess, at least, has more equal fares now than they did just a few years ago. It used to be thousands of dollars more to book in Oz than it was to book in the US which is why so many people used to go through the US TAs. 
 

 

Edited September 14 by paddingtonbear

[teamflames]

34 minutes ago, leck57 said:

 

Sticking to your original question, I have had cruises re-fared through my TA here. Not often mind you and it has usually been done when the price has dropped fairly soon after I booked. I don't think my TA likes doing it but he at least makes the call. 

Personally, I think the best way around this is to purchase Future Cruise Deposits when you are onboard. I assume you know about these and as they cost only $100 each it may be better to book using these and if there is a fare drop, then cancel and rebook and you only lose the $100pp. 

Not wanting to start a tipping thread, I also read your comments about reluctance to pay the grats considering how you feel, and I agree. 

Thanks for your response, our TA was very reluctant to call and went out of their way to even suggest there hasn’t been a price drop. They eventually called but it is evident the call centre for Australia is based overseas and they have no decision making power at all. My only recourse was a feedback email that took 2 weeks to get a response and then it is from someone who refuses to give their full name or contact details.

I have used FCC on other lines and they can be good but we did get hurt with COVID with a number of them expiring.

Appreciate your relevant feedback and unfortunately for the crew there is no way we could be expected to tip in these circumstances.

[The_Big_M]

On 9/13/2024 at 6:36 PM, Arizona Wildcat said:

Australian booking rules are different and not set by Princess, but by AUS/NZ.  Always tell everyone to read the terms.  In the US we can book refundable or not refundable.  Last booking did not realize was not refundable and cancelled.

 

No, the booking rules are definitely set by Princess, not any mysterious 3rd party.

 

Just as in the US, Princess needs to comply with booking regulations wherever the sale occurs.

[paddingtonbear]

7 hours ago, teamflames said:

Thanks for your response, our TA was very reluctant to call and went out of their way to even suggest there hasn’t been a price drop. They eventually called but it is evident the call centre for Australia is based overseas and they have no decision making power at all. My only recourse was a feedback email that took 2 weeks to get a response and then it is from someone who refuses to give their full name or contact details.

I have used FCC on other lines and they can be good but we did get hurt with COVID with a number of them expiring.

Appreciate your relevant feedback and unfortunately for the crew there is no way we could be expected to tip in these circumstances.

Maybe get a new TA in future. 

 

Edited September 14 by paddingtonbear

[leck57]

8 hours ago, teamflames said:

 

I have used FCC on other lines and they can be good but we did get hurt with COVID with a number of them expiring.

Appreciate your relevant feedback and unfortunately for the crew there is no way we could be expected to tip in these circumstances.

 

FCD's with Princess are refunded to the credit card used to pay, if they are not used to book a cruise within 12 months from date of purchase. I always have a couple of them ready to use.

In relation to your TA calling, I thought they have a number they use to avoid the overseas Call Centres. I think it's in North Sydney.