Chai8

8 hours ago, caribill said:

 

 

Neither person you spoke with gave you the correct and full answer.

 

Pre-paid shore excursions that are cancelled while on the ship have the refunds of funds paid by you put to your on board account as refundable On Board Credit. (Note that no matter who paid for the excursions, the credits go to the accounts of the named individuals on the excursion reservations.) These refunds never go back to the original form of payment.

 

The final statements that Princess sent to you after the cruise ended should have shown the OBC added from the cancelled excursions.

 

Note that charges made during the cruise (photos, specialty restaurants, spa, etc.) are put on your account and the OBC from the cancelled excursions might be used to pay part or all of those charges. So the amount of the refundable OBC from the excursion cancellations that remains may be less that what the excursions had cost.

 

Assuming any refundable OBC is left at the end of your cruise, Princess does contract with a company to mail a check to you for the proper amount.  It can take 2 to 6 weeks for the check to arrive. It comes in an envelope that might look like junk mail and often people throw it away without realizing what it is. Note this check is for any leftover refundable OBC, not just that from cancelled excursions.

Thanks for that information. It’s more than we’ve received from the cruise line. 
 

We made a single purchase using OBC for under $30. We prepaid everything else. The lack of transparency around this is really beyond the pale. 

1 hour ago, starboardcruiser said:

I'm so glad you got through to someone. This is not encouraging. Pre-sailing, I canceled a shore excursion that the operator indicated would not be available (yet Princess was selling). It took so many phone calls and hours on hold to sort it out that I can only imagine the frustration of having the cancellation happen on the ship. I hope that you recover your funds on the speedy end of 6-8 weeks.

 

I know the shipboard operations are not the same as the corporate operations, but this seems excessively complex for something you have to pay for up front. I'm sure there's a reason they switched to paying up front instead of charging excursions to your folio and paying on board (which avoided refund issues like this), but it is ridiculous that their stance seems to be that passengers don't mind having hundreds or thousands of dollars outstanding for weeks or months on end.

Thanks. I wholeheartedly agree. There’s no excuse for it; these things can be batched and run in no time at all. It’s pure greed and incompetence on Princess’s part. 
 

What Princess forgets is that at some point, they’re going to ask something of either their customers or the government. Those of us who’ve been jerked around have long memories. I’ve no problem letting my Congress critter know that the industry doesn’t deserve any special treatment when the cruise industry comes knocking. If you look Princess up on the BBB website, they’ve got a terrible rating. I know I’m not an isolated case. And before anyone says “Think of the crew,” I do. 
 

Here’s the other thing: Had things gone more smoothly, they’d have had customers for years in us. We’ve returned over and over to vendors who’ve treated us well. We’ve got the discretionary income to travel. But poor treatment is a “one and done” thing. I don’t believe in rewarding bad treatment/service with repeat business. Ever. 

Update: FINALLY got through to someone at Princess. 

For reasons that they cannot explain, all shore excursion refunds have to be issued in the form of a check. (Note: Of course they do. Princess gets to hang onto the funds longer plus not have to pay the CC co. its various fees for refund. This is a win-win for the cruise line.) Check distribution is taking "six to eight weeks" per our rep. 

We were assured repeatedly on the ship that they'd refund our credit card as soon as the folio was settled. 

Fine. We'll dispute it with our credit card company and maybe it'll be sorted out in six to eight weeks. 

My first and last cruise with this cruise line. If anyone asks, I'll be sure to tell them to avoid it like the plague. 

We were on the 8/8 cruise on Majestic out of Seattle. Our excursions in both Juneau and Ketchikan were canceled at literally the last possible second. I spoke to the bursar on board and strenuously (but politely) requested that the credit our credit card and was told that that can only be done by corporate. We've now been back more than two weeks and still haven't seen the credit. My husband has been on hold with Princess for coming up on 90 minutes with no results yet. 

I will never, ever sail with this company again, so help me God. It's been one thing after another. 

Just now, azbirdmom said:

Yay. I can finally get back on. After we left Lamplugh Glacier the wind really started howling. And after we exited Glacier Bay the rocking and rolling started. And I lost access to CC, The Medallion app and my email server but still had access to other apps. Very odd.

 

The captain came on a couple of hours ago and warned us that it would be rough until around midnight. He said he is trying to get us into Ketchikan on time but only if he can do it safely. Seas are rough and the wind is 28+ MPH and we are heading right into it. This is definitely the wildest weather we are experienced on any of our 7 cruises to Alaska. 
 

 

I called guest services over this issue shortly before we hit open sea again. I was told that this happens regularly when the ship heads up into Glacier Bay “due to location.” She assured me it would improve shortly and lo and behold, it did. 
 

The winds are intense! The swells got to seven to nine feet tall. Everyone walking the halls looks vaguely drunk as they try to navigate the pitch. roll, and yaw. I’m thanking my lucky stars for scopolamine patches. Wild weather. 

Just now, mringenoldus said:

I’m not sure what you found offensive - I recognize you are quite frustrated with many issues - perhaps that has impacted your interpretation of my well wishes. I sincerely hope you are able to resolve the challenges you’ve experienced 

Your post comes across as both condescending and blaming/shaming me for not using a travel agent. If that’s what “well wishes” look like, then clearly I’ve been doing it wrong. Please refrain from further response to my posts. 

Just now, MamaFej said:

Have you considered disputing the charge with your credit card company? Screen shots of your Crew Chat may help. 

 

When we had a pretty serious issue with a retailer, I emailed, saying, "I know that many people would blast this sort of problem over social media, but I'd definitely prefer to just have the issues fixed." I got a phone call in about 15 minutes, and the problems almost all fixed in that call. 

 

Best of luck to you!

Thanks. I’ll screenshot the chats for reference. I did document the conversation with the particular crew member and the date it as it was a face to face conversation. I’ll definitely take it up with my credit card company. I’m just super annoyed that I even have to do this. It’s a total lack of professionalism and respect on Princess’s part. 

Just now, MamaFej said:

That is ridiculous and infuriating. I hope you can get it fixed soon. If you booked through a TA, they might be able to help you. They can call numbers that you can't, and have their own contacts with the lines. 

We didn’t use a TA, unfortunately. And yes, infuriating is but one of the many words I’ve been using. The others are less acceptable in a forum such as this. 
 

When I went to guest services last night after reaching out to them multiple times via crew chat, I felt distinctly like I do at a car dealership. There’s someone “in charge in the back” who refuses to appear and the agent keeps running back and forth. It felt like a scene out of the Wizard of Oz. I was extremely civil, calm, and extremely clear on the issue and why it was a problem. They absolutely didn’t care. If I have to sit on hold for 90 minutes post cruise straightening this out, I’m going to blast it all over social media, TripAdvisor and the like. Princess had a golden opportunity to cultivate a new customer and they completely torpedoed it for me and my husband. 

2 hours ago, Cabunit said:

For anyone who was also waiting, we received our statement from the cruise Wednesday morning.  And it is totally accurate.

A follow up to this: Did Princess owe you a refund for anything? How long did that take, if so? 
 

One of our excursions was canceled at the last second. No apologies offered, no accommodations made, nothing that even vaguely resembled customer service. When we booked a replacement excursion, we were charged AGAIN instead of using the existing balance. So now we have nearly $500 in OBC and Guest Services says they have no ability to refund my credit card until after the cruise ends. I’ve asked repeatedly. And, to add to this screw up, they also refuse to provide a direct number to someone in finance, insisting that 1-800-Princess is the only recourse available. To say that I’m angry is an understatement. 

1 hour ago, Steelers36 said:

Thanks for showing all those menu features.  Some new things there.  I have read that CrewCall works quite well.  I would certainly try it for something straight-forward as opposed to go to the PSD.

 

I hate to burst anyone’s bubble, but CrewCall has been hit and miss in my experience. I reached out shortly after we embarked and waited about 15 minutes for a response before giving up and calling directly. I had a repeat performance yesterday. 

2 hours ago, azbirdmom said:

 

Well I appreciated that they bolded the updated portions but am a little nervous that they took the "beginning August 15th" wording out of the testing requirements.  I will assume that this was a mistake and they aren't saying 48 hours before we are supposed to sailaway that they expect those on the August 8th cruise to provide a test.  It will be a very empty ship if that is the case as everyone will get turned away at the port!

I saw that, too. Had a minor panic and immediately chatted with someone at Princess. This is effective 8/15. 

19 minutes ago, Snaxmuppet said:

I am disappointed to hear so many moans about having to test and mask up. It is as if people don't care whether we ever get back to normal or not nor do they seem to care whether other people get sick or die. 

This is early days for the re-start of cruising. Things are very fluid and changing day to day. Everyone should have no expectations if they have a cruise booked... nothing is guaranteed... things might change at any moment as the situation develops. If you can't cope with that degree of uncertainty then I hear you, but you would be advised not to cruise until things have settled down... might not be until well into next year 😞

I don't think this is a fair assessment. If I had to guess, I'd say that most folks want the pandemic to end and want to return to "normal," whatever that means. Yeah, it's early in the return and things are changing without a lot of notice. 

People are sad and angry and grieving. People hoped that by being able to take a cruise, something that they did prior to the pandemic, unmasked, maybe they'd feel "normal" for a little while. There's grief when those expectations get dashed, especially when the communication is handled poorly. 

I don't fault anyone for being annoyed or angry for being told they have to deal with this on their own on extremely short notice. If anything is revealed in this marathon testing thread, it's that not everyone has access to the tests or their results. When you've invested thousands of dollars on a vacation and suddenly, this monkey wrench gets thrown into it, it's destabilizing. People need a space to vent and sound off with others. Some will cancel, some will get over it. But shaming folks isn't helpful. 

21 minutes ago, Iamcruzin said:

You picked the worst time in history to book your first cruise.  I have been cruising since 1986 many times on Princess and won't even consider a cruise vacation until this mess is over or under control.  I would suggest that you don't base your experience on what's going on now and give it another try in the far future.

I know, I know. 😝 When we booked, the delta variant was only in India and it really looked like things were turning around. Friends who cruise frequently booked this trip and asked if we’d like to join them. We weighed the risks and decided we’d chance it. MSN plans, G-d laughs. 
 

That said, I’m still pretty underwhelmed by Princess’s lack of direct communication. When I think about the sheer volume of email at the start of the pandemic about how everyone was handling things, this misses the mark. 

54 minutes ago, HaveDogWillTravel said:

Awwww I really hope you go.  You seemed so excited and happy following us on the first sailing. I’m sorry the rules have changed for you. But oh my goodness this crew, the people you will meet and get to know. They are just. so. incredible. wonderful & happy. And THEY ALL wear masks. THEY ALL get tested weekly!  
You’re only doing what they have to do to come back to this beautiful experience at  sea we all love. They do not complain, the crew has such a great time and the all the masks and testing doesn’t diminish any of it.   I am sailing again with Princess  under these rules and I can’t wait to do so. 
 

The Broadway production shows, the vocalists, the food, the comedy, Dan and Rachel will all be just as great and wonderful as always. 

The sunrises, the sunsets, the walks on the upper decks, the whales breaching, the dolphins playing in the wake,  the eagles flying overhead and the bears on the shoreline. They will all be there!!

 

If  you all cancel your cruises then you will be sending these hard working and worthy people home to be unemployed. Just saying’

You’re very kind. We’re going. Too late to cancel without taking a pretty big financial hit. We’ll make the best of it.
 

I guess I’m just disappointed that the way this has been handled has been lacking. These aren’t cheap trips. I was reviewing our final paperwork today and there was a note about how Princess would be communicating with us in the event of changes. That hasn’t happened at all, and while I don’t blame the crew,  I’m really quite surprised that literally no one has reached out via email to explain what’s happening or why. If I hadn’t found these boards, I’d be in the dark and I’m not alone in that.
 

Again, first world problems. I get it. I just don’t like feeling taken for granted and I’m sad that that’s the case here. 
 

Tomorrow’s another day. It’ll look better. Life goes on. 

44 minutes ago, RJAM3 said:

 

it does not go into effect until the 15th

I am aware. And yet there has been zero communication FROM Princess directly to those on this Sunday's sailing with ANY updates on ANY new protocols. Irresponsible. 

33 minutes ago, CruiseChick33 said:

We are back on board after spending a couple hours in Skagway. There are a couple of new things this year that I wanted to point out. The Klondike Doughboy and Gifts is brand new, locally owned and operated, and serving up Elephant Ears (Fry Bread) and authentic shaved ice. They are delicious!!! They also have a great gift store area. They are on 3rd.

 

The second thing is Klondike Electric Bike Company. For those of that don't know,  downtown Skagway is a bit of a hike from the dock. You can grab the shuttle at the end of the pier to downtown,  and then rent electric bikes to go see the whole town. It about 20.00 an hour. We chose not to on this trip, but probably will next year. They are on 5th. 

 

Now, it's time for Afternoon tea! Please excuse me while I go gorge on mini sandwiches and snacks!! Afterwards, I believe a nap will be in order!

The e-bikes that Klondike is renting are made by RadPower. They are AWESOME! That rental price is a steal. Even someone in not terribly good condition can tool around on one of these things and have a grand time. 

3 minutes ago, HBCcruiser said:

 

If you can and are willing, please report back after your cruise to let us know how things were for you while boarding and onboard.  I wish you a wonderful stress-free cruise. 

Will do. And thank you! I'm trying to look on the bright side. 

2 hours ago, wowzz said:

Why all the moans and groans ? All us Brits are quite happy  to undergo a test at the terminal. 

Adds to the safety  of the cruise - surely it is a good idea to not let anyone on board that tests positive for CV19 ?

Because a) these cruises were so appealing BECAUSE they were touted as mask-free and fully vaccinated; b) because it doesn't actually add to the safety or security if they're increasing capacity but requiring masks and c) because they've done an incredibly poor job notifying those affected and/or offering either a postponement or cancellation option. 

I leave this Sunday. I haven't heard anything from Princess about ANY of the new protocols. Had I not read it on the CC boards, I'd have been completely in the dark arriving at the port. This is NOT the way to treat customers. Honestly, this is my first cruise, and first with Princess and I sincerely doubt I'll do another one after this. It's not their fault that the delta variant is surging, but it is absolutely their responsibility to treat us passengers with respect for our time/money. Between the shoddy app rollout and now all this, I feel pretty disrespected and devalued by the whole experience and I haven't even gotten on the ship yet. This is not the way to have a vacation. 

26 minutes ago, azbirdmom said:

 

Maybe they are only sending the notices to folks who require testing.  We didn't get one for our August 8th cruise but I would think that people would want to know so they could take a supply of masks along.  I'm also wondering what the masking policy will be for smokers.  They say that masks must be worn except while eating and drinking.  They do allow smoking in the casino and I'm kind of hoping this means that this will kill smoking indoors during the length of this policy.

I suspect that the Powers That Be at Princess made this call without really considering what it would mean for those shipping out on our cruise on 8/8. Thus far, I haven't received anything that indicates even accelerated mask wearing. Had I not seen your post and then dug into the FAQs myself, I wouldn't have known. The notification for this has been, shall we say, poor? 

 

29 minutes ago, azbirdmom said:

For those on board, are they implementing mask requirements?  This just got updated in the FAQs for our cruise next week and I'm wondering if all is well onboard the current cruise.  Sure hope so!

 

https://www.princess.com/plan/cruise-with-confidence/cruise-health/frequently-asked-questions/

 

Additionally, all cruises departing 8/15 and later WILL REQUIRE a negative PCR or antigen test 72 hours prior to boarding. 
 

From the princess.com website FAQs updated today, clipped slightly for length:

If I’ve received the COVID-19 vaccine, am I also required to have a pre-travel COVID-19 test performed 72 hours prior to boarding the ship?

Yes, effective with cruises departing on August 15th, we will require ALL fully vaccinated guests to produce a negative, medically-observed viral COVID-19 test (PCR or antigen) taken within 3 days of their embarkation on all Princess sailings.

Fully vaccinated guests will be required to provide proof of a negative COVID-19 test along with proof of full vaccination upon arrival in the terminal and can then proceed onboard. Please note that testing in the terminal will not be available for vaccinated guests, so it’s critical that you have your negative test results with you upon your arrival. We will not be able to accommodate guests without proof of a negative test.

Guests who received a vaccination exemption are still required to take a negative PCR test within 3 days prior to embarkation and will be tested again in the terminal prior to boarding the ship and again within 24 hours of debarkation (for itineraries five days or longer). Unvaccinated guests will continue to be charged $150 per person for testing and administration.

A question: Has anyone boarded who had to pick up their medallion at the port? How did that go? I'm on the next departure (8/8) and we've got to get our medallions when we arrive. I'm hoping it's not a mess. 

And a comment: Thanks to the person who posted pics from the library! I've never seen SO MANY Scrabble games in one place outside of a store. Good to know there are options. 

Many thanks in advance to everyone who is posting!

4 hours ago, skynight said:

For cabins it is full suites only. Elite loyalty passengers also receive the mini bar in any cabin category. Elite loyalty members in full suites receive two mini bars. 

@voljeepand @skynight, many thanks! 

Does anyone know if the minibar setup also applies to mini suites or suites only? 
 

Thanks!

A thousand heartfelt thank yous for this thread! I know there were frustrating moments, but thank you for sticking with it and for taking time from your vacation to bring all of us answers. I feel a lot more prepared for my departure next Sunday. 
 

Safe travels home! 

4 hours ago, HaveDogWillTravel said:

Here you go. The package and room service question should be put to rest with this video of Oleh. I have enjoyed quite a few room service deliveries using my beverage package. Room service times are getting better everyday in my experiences. They added more staff and did some improvements to the technology on board. 
@Capella Blackyes anywhere really. Be a bit careful of the delivery location. There’s a scroll down menu to pick from if it’s off a bit. I’ve included screen shots. Those were my options the other day standing mid ships deck 17 over the skywalk

near MUTS.  Also if you are on your balcony near your neighbors’ you might inadvertently (or intentionally lol) have it delivered to them. 
 

Last night’s captain circle event was really special. They had one at 5 snd 7 (at least). Although I’ve qualified for some time to attend this was the first one I actually went to. Very glad I did. 
 

Jan  addressed the difficulties the team faced bringing the ship back into service. she said they were working as fast as possible to improve all the new features being implemented.  Captain Dino describes the passengers as the blood in the veins of the ship 

 

@Chai8i actually met Chris from corporate (how he introduced himself) up decks while we were in front of the glacier yesterday. He is the one who personally put together the entire north to Alaska program. No puppies in the piazza we had The Life of a Musher with a pup brought on board. 
we picked up our king crab in Juneau snd it was fabulous.

 

 

@HaveDogWillTravel Many thanks! I so appreciate your feedback!