Has anyone written to Princess and received a reply?

[beetoven]

Has anyone out there actually written a letter(not an e-mail) to Princess Headquarters and received a reply? And if so, how long did it take to receive a reply? I wrote them a letter in November and here it is January and I have not even received an acknowledgement to my letter.

[Pam in CA]

Has anyone out there actually written a letter(not an e-mail) to Princess Headquarters and received a reply? And if so, how long did it take to receive a reply? I wrote them a letter in November and here it is January and I have not even received an acknowledgement to my letter.

Yes. And it took several months.

[Toto2Kansas]

We normally will get a response in about 8 weeks. I think they use some type of form letter where they can insert your particular situation in sections. It normally just says "sorry we didn't meet your expectations in yadda yadda yadda and we are forwarding your comments to the appropriate department".

If something serious actually happened, and is not a petty complaint and you receive this, copy it, and respond to it, again. This process usually takes a very long time, but depending on the circumstances sometimes you can get your point across, sometimes not. It just all depends on the problem. Be patient, it is not a quick process.

[Host CJSKIDS]

Yes, but as everyone says it can take months. If you're not sure if it was received, send another one. I would send an email and follow it up that same day with a hard copy of the letter sent through snail mail. Let them know in the email that you're doing this. Princess seems to like the 4 to 6 week reply time but honestly, it's more like 8 to 12 weeks.

 

Since mail gets lost every now and again, re-send the letter and hopefully this time around you'll get a response.

[TCF]

From what I can tell from other threads, posts and folks on these boards Princess rarely, if ever, answers letters sent to them! And, as others have already pointed out it usually takes months for them to do so on those rare occaisions when the apparently do respond!:(

There is a thread on the boards right now from a woman who had her wedding completely ruined by the contractor Princess hires to do its on-board weddings.:mad: The story is a disaster for this poor woman!

She wrote a letter to Princess and surprisingly got a response in only a few days, but the response was a complete insult to this woman. '...sorry you were not happy with your cruise...I passed your letter on to someone else...if you want to you can call the company that does our weddings...happy new year'...or words to that effect. :eek: The content of both the woman's letter and the "customer service specialist" is in the thread for all to read.

Not even the Princess cheerleaders have tried to defend the company!

I think the only reason the Princess guy even responded to her at all is because over 17,000 people have read the thread...and it makes the company look terrible.:mad:

Will anything come of it? Well, no one is holding their breath!

Write them a letter if you want but don't expect much, if anything, to come of it.

Tom:)

[calikak]

I wrote a letter to the company after our British Isles cruise in May 2005 and got an answer within about 8 weeks that specifically responded to my comments/concerns and even gave me a $100 future cruise credit that I totally hadn't asked for. I was really surprised because I was expecting the standard form letter blow-off that other folks have described.

[kruisey]

Regarding foreign exchange rate ....due to an error in the Princess website.... I myself getting no reply...then wrote to BBB .The I did get an answer in the negative.This was rectified when I contacted Princess Customer Service by phone to my satisfaction.:)

[JimandLouise]

Yes, we did get a reply. We are in Australia and from memory it took months... about 4 actually! And they weren't a great deal of help as they only adressed 1 of the 2 issues we raised in our letter. Good luck

[regnig]

Yes I've had to write them twice. Although it took some time for a response both responses were positive and very satisfactory. Did you send your letter registered with a return receipt? If not you might consider resending it. I'm a stickler for keeping detailed records of events and have found, for my sake, that is always a good idea as it doesn't leave me wondering "Did they get it?".

[spongerob]

Not even the Princess cheerleaders have tried to defend the company!

 

:)

and just WHO are the cheerleaders, is there a list circulating...enquiring minds want to know!:confused:

 

I've only had occasion to send a letter to Princess once. I received a reply within a few days. No further action necessary.

 

I think the only reason the Princess guy even responded to her at all is because over 17,000 people have read the thread...and it makes the company look terrible.

 

Will anything come of it? Well, no one is holding their breath!

 

Write them a letter if you want but don't expect much, if anything, to come of it.

I think your comments are premature and might even be considered bashing. If I recall, several people were demanding that everyone in head office be fired before the first letter had even been read. 17,000 views does not equate to 17,000 people. I've probably opened that thread 20 times, gone back and forth between pages, and could easily have made a few hundred of those views myself.

 

I'm not angy with you, nor am I cheerleading. I work in a service business, I deal with complaints, and I know how things get resolved. I'm not going to re-hash the entire wedding thread here - the OP of that thread made some mistakes in my opinion that slowed down the resolution to her problem.

 

Time and again, we see comments about the terrible customer service, only to find out later that everything was resolved to the satisfaction of the person posting the complaint. Those facts don't get bumped up or mentioned in other threads the way the complaints do. And why is it that if one person screws up, suddenly an entire corporation employing thousands of people is bashed mercilessly? I'm sure all of us have worked with dolts and maybe even some of us have made honest mistakes ourselves...does that mean everyone associated should be tarred and feathered, or do you learn from your experiences and move on? Honestly, some of you who spend so much time worrying about cheerleaders should ask yourselves if you could live up the same standards you set for others. I know you can't, I know I can't, and it's because we're all human.

[Cindy]

I've written Princess twice and received a personalized response back both times. Last year I sent a letter following our cruise in March. I received a response about 2 months later. They included what I felt was a generous (in relation to the problem) onboard credit, which I hadn't asked for. The letter I received from Princess addressed my concern and also thanked me for the positive comments I made about various staff members. My letter and the response were forwarded to the Director of Hotel Operations on the Grand.

[bphawk64]

I wrote to Princess after our wedding at sea and received a personalized response (more than one actually) and they compensated more than we requested or expected. I know I may not be popular with this view but I'm not sure how Princess can "fix" the poor service to that particular couple. It seems to be a combination of terrible service from the wedding coordinator and the expectations possibly being higher than they should have been. Our wedding went very well (ouside of minor details) but when the wedding was over Princess did not treat us any differently than the other 2000+ passengers nor did we expect them to.

[Druke I]

Before a trans-Pacific on Sky Princess, 9-00, my wife wrote a letter to Princess suggesting a list of movies to be shown on-board, in keeping with the theme of the cruise, WWII Pacific Island Memories.

 

Within two weeks she received a response, thanking her, informing which of the movies they would be showing, and which ones they could not.

 

I believe the letter was sent to Passenger Service Relations, or somesuch.

[Floflegs]

I wrote to Princess after we returned from our cruise on 9th December and received a standard letter saying they would look into the points I had made and get back to me. This first letter came in a couiple of weeks. I wonder how long the next one will take?

[Cathy p]

Yes, I wrote a letter when we returned from our Caribbean Princess cruise last July. They had used my mini-suite as a go thru to change all the balcony panels on the floor. I did not have my room for the entire day, plus 4 out of 7 days we had no hot water. A few other complaints as well. I rec'd a letter back (2 pages) with a $350 credit for each of us on our next cruise. I rec'd it back within a month. They were really nice. I will try Princess again this year, however, I really don't want the CB again. Any suggestions. Looking for April or June thru Aug. Thanks a bunch as usual.

[bdjam]

There is a thread on the boards right now from a woman who had her wedding completely ruined by the contractor Princess hires to do its on-board weddings.:mad: The story is a disaster for this poor woman!

 

She wrote a letter to Princess and surprisingly got a response in only a few days, but the response was a complete insult to this woman. '...sorry you were not happy with your cruise...I passed your letter on to someone else...if you want to you can call the company that does our weddings...happy new year'...or words to that effect. :eek: The content of both the woman's letter and the "customer service specialist" is in the thread for all to read.

 

Not even the Princess cheerleaders have tried to defend the company!

You didn't read the thread very well because this Princess cheerleader did defend the company and of course was bashed for it. But my defense comes from my experience, which is: I have written letters and received the stock "we received your letter and are passing it on to the proper department" within about 10 business days. Another response addressing the issues directly followed within another couple of weeks.

To the original poster - the letter might have been lost by the post office or Princess - try again.

Honestly, some of you who spend so much time worrying about cheerleaders should ask yourselves if you could live up the same standards you set for others. I know you can't, I know I can't, and it's because we're all human.

Amen, brother.

[Sandytoes]

Originally Posted by beetoven

Has anyone out there actually written a letter(not an e-mail) to Princess Headquarters and received a reply?

I have written several letters and received a replies - It varied on the response time. I guess it depends on the issue and department that deals with the contents of letter.

One letter was complimenting one of our cruises we were on....Staff, food, service.... Another about a complaint....So on....

In case you're wondering - I never received nor requested Onboard credit or refunds.

They just replied in a very professional manner....And that's all that was necessary.....A Reply! ! !

Try e-mailing them a copy of your letter and explain you have not received a response.

[dforeigner]

and just WHO are the cheerleaders, is there a list circulating...enquiring minds want to know!:confused:

 

Me too!

[ladysheri]

I sent a letter to Princess, the CEO in particular, after our May Diamond Princess cruise, primarily in tribute to our room steward, who was excellent....above excellent. My letter also included some other comments. I received a personalized response within a month, addressing very particularly my comments and the recognition of our steward. Not a form letter at all.

[cricketdog]

We had an issue while on the Coral Princess in May 2006. When we returned home we wrote a letter regasding our concerns. we received a responce in about 3 weeks thanking us for our input. We were not requesting anything in return. In sept we were again on the Coral and received a invitation to tour the bridge while in transit. Which we took advantage of, needless to say we will continue to sail Princess. You cannot make everyone happy but in a saervice industry they are top notch. Just think of how many people sail and so few problems. No I am not a Cheerleader just a very happy camper.

Cricketdog

[SwKnight]

Just last week. WE had a GRAND time on the Sea Princess in Carribean and I mentioned a number of things we were extremely happy about.

 

What's that old adage, "you catch more ... with honey?"

[MaryPoppinz]

I've written to Princess twice over the years. One time, I got a phone call within a week or two, another time I got a letter within a few weeks. Neither time did I receive a "We've received your reply" form letter.