Uncle Sugar

Went to AARP Rewards website today to purchase Princess digital eGift cards (as I have done several times previously), but was unable to locate. Subsequently contacted AARP Rewards customer service via Chat and was advised the following: "Princess Cruise Gift Cards are usually available through the AARP Rewards program, but there was an issue with them yesterday and they were removed until further notice." Has anyone else encountered this inability to purchase over the past two days? The AARP Chat agent was unable to furnish a date when these gift cards would be available again. Plus, does anyone know what the yesterday's issue was that resulted in AARP suddenly pulling from their website?

They did not wipe out any of our refundable OBC (all military). What was done, after we disembarked, several non-refundable OBCs were inexplicably listed as “Charges” on the Guest Services rendition of our final folio. Because they were charges, they reduced the amount of non-refundable OBC we had available for our onboard purchases by about 30 percent. Since the non-refundable OBC was smaller, more of our purchases were then applied to our refundable OBC balance. This had the effect of reducing our refundable OBC as submitted to Bottomline Technologies. How do we know that some of our non-refundable OBCs were removed? Because the Reference codes on the Guest Services version of our final folio listed them as separately as “SZ” (Shareholder), “FZ” (Future Cruise Deposit), and “BZ” (Promotional). These particular codes all had a time stamp almost ten hours after disembarkation and fell under the "Charges" category of “$$COMPUTER." Bottom line, the Guest Services folio did account for all of our earned non-refundable OBCs, but then removed some of them after-the-fact—very curious. In contrast, as previously mentioned, the final folio printout which we obtained on the ship (from Passenger Services Desk) the morning of our departure was fully accurate in all respects and displayed the correct refundable OBC amount remaining in our account. All earned/authorized pre-cruise OBCs, both refundable and non-refundable, throughout the entire duration of our cruise (multiple B2Bs), were listed/credited properly.

We too have encountered problems with obtaining correct OBC refunds after completing several post- pandemic cruises. As long-time Princess customers with lots of earned OBC, both refundable (military) and non-refundable, we’ve been dismayed by our recent experiences wherein our onboard account folios were entirely accurate when disembarking, but post-cruise inexplicably altered. Per normal procedures, while making onboard purchases, non-refundable OBC is used first, and, when exhausted, then refundable OBC is applied. Also, when on B2B cruises, all are linked together and considered one voyage—with each B2B leg rolling over to the next leg (for folio account purposes). As an example, we completed several B2B voyages last month encompassing a total onboard stay of almost 1-1/2 months. While onboard we regularly printed out our account folios to ensure accuracy and requested a final printout the morning we departed. Everything was OK. Our disembarkation folio was correct in all respects and indicated we were due a substantial refund of remaining refundable OBC (over $500). We had spent all of our non-refundable OBCs (shareholder, FCD, promo) on various shipboard purchases, but still had, as indicated, considerable refundable OBC remaining. We expected this refundable OBC amount would be referred to Corporate Finance for the usual refund check issued by Bottomline Technologies. But, surprisingly, the resultant check from Bottomline Technologies shorted us by about 66 percent. We only received about one-third of the expected refundable amount. We promptly followed up with Guest Services, who furnished us their copy of our final folio account. Upon examining the folio used by Guest Services, we noticed that it arbitrarily wiped out several of our earned pre-cruise non-refundable OBC amounts—listing them as after-the-fact charges time stamped after we had disembarked. This makes no sense whatsoever. The result, of course, was reduced non-refundable OBC, thus increasing the amount of refundable OBC applied to our onboard purchases. This particular issue, from our most recent cruise, is still pending and has not yet been resolved in our favor. As mentioned above, we’ve experienced this questionable procedure on other post-pandemic cruises too. Each time we’ve had to spend much time speaking with Guest Services directly (after long call holds) and sending several substantiating emails with documentation. Each time we have prevailed and obtained the refund to which we were entitled, but the time and hassle to do so was considerable—and unnecessary. We too suspect that our recent disappointing experiences associated with post-cruise refundable OBC may not be a coincidence or even inadvertent—based upon the fact we’ve undergone similar episodes after other recent prior cruises. If so, this is quite disturbing.

Later this year we’re going on our first cruise purchased as Standard category—not Plus or Premier (all our several previous post-pandemic cruises have been Plus Package with the Wi-Fi included). Being Elite tier passengers, we’re contemplating purchasing a 1-device MedallionNet Wi-Fi package at the advertised benefit of 50% off pricing if ordered before the cruise. However, going into the Princess (formerly Medallion Class) App, we are only offered the full, non-discounted pricing of $10 per day—there is no mention of any discount or offsetting OBC after embarking. Accordingly, we have some questions, as follows: Does the app fully recognize our Elite status? In this regard, the tiny Princess Sea Witch icon included with our profile photos is blue, not black—is this a factor? Is this why we’re not seeing the discount on the app? If we purchase the MedallionNet package pre-cruise at full 100% pricing using the app, will we automatically see the promised 50% discount on the cruise folio as added OBC once we board? And, lastly will such OBC be refundable or non-refundable? In this regard, the latest “Full Terms and conditions” (as promulgated on the Princess website) states, “MedallionNet Wi-Fi packages purchased pre-cruise will be discounted on board and the guest will receive a refund credit in their folio.” Based on this language, it appears the OBC should indeed be refundable. We would appreciate hearing the experience of other Platinums or Elites when purchasing a MedallionNet Wi-Fi package beforehand on the app. From what we could discern, if we wait until boarding our cruise to purchase, we are no longer eligible for the discount.

Today I checked the current COVID vax entry requirements for all the stops being visited on our booked "Enhanced Guidelines Voyage," and none require a booster. Some do require the initial two vaccinations—defined as “fully vaccinated.” Only one of the destinations may require testing before visiting—but not clear whether would apply to cruise ship visitors. As further information, the additional testing requirements specified to us in our exemption letter are apparently "above and beyond.” For example, our exemption letter stated, "Using a seven day cruise as an example...includes testing at the terminal before departure and twice during the voyage with fees charged to guests' onboard folios." Our voyage in question is way more than seven days--its duration is one month. Plus, testing prior to disembarkation is also mentioned. Bottom line, the inference is numerous additional tests, all our financial responsibility.

We were not aware of the revised COVID-19 vax requirements for "Enhanced Voyages" until receiving an email notification from Princess on February 6th. We contacted Customer Support a couple days later to request exemption status and received our exemption email letter on February 9th. Because of our concerns and the fact that the exemption language was obviously directed toward "unvaccinated" guests, I recontacted Customer Support (via phone) the following day for clarification. I was advised then that we must follow the new--and onerous--exemption instructions exactly or else we will be denied boarding at the terminal--i.e., apparently "fully vaccinated" status no longer applied in our cases. We were now "unvaccinated," and that's final! The only unknowns were the number of additional tests we would have to undergo and the associated cost responsibilities. I was advised someone would get back to us early this current week, but I'm not holding my breath. Especially annoying is that the vax change requirements were sprung on us well after the fact--too late to cancel the cruise without substantive financial penalty or to receive off-setting Future Cruise Credits. We do not purchase "cancel for any reason" travel insurance. Plus, as originally stated, we have decided to bypass the booster jabs.

According to Princess COVID vaccination definitions prior to September 6th, my wife and I are considered to be “fully vaccinated,” having completed the initial two shots last year (2021). Since last November (2021) we have sailed on eight cruises totaling almost 70 days. The longest cruise occurred earlier this year when we completed a month-long sojourn aboard one of the Royal class vessels. Before embarking each of our voyages, we were successfully tested; plus, during the B2B’s, we tested successfully before continuing on to the next leg. We are currently booked later this year on one of the newly classified “Enhanced Guidelines Voyages”—designated such as of September 6th. We originally booked this voyage 1½’ years ago. But last week the rules suddenly changed. To sail on an “Enhanced” cruise, guests need to be “updated”—defined as having the initial two doses and at least one booster. Without getting into the pros and cons, we have chosen not to have a booster shot—a personal decision. Accordingly, we contacted Princess to obtain a vaccination exemption which was subsequently approved. But here’s the rub: the exemption approval wording contains the following guidance: Our status is now "unvaccinated"---no longer considered "fully vaccinated"--and we must enter "unvaccinated" on the Health Status section of the Medallion Class app We must be negative on a PCR test conducted within three days of sailing (rapid antigen not accepted) We must have an additional embarkation day test performed at the terminal—this test will be arranged via a specified private contractor website and will be at our own expense In addition, we will have to undergo a number of tests (exact number unspecified) during the duration of the voyage, as well as just prior to disembarkation—with all associated costs being our responsibility We have contacted Princess to obtain more specificity as to the number of tests and the out-of-pocket costs involved but have not yet received a response—nor do we expect to hear back based on recent customer service experience. Because of the sudden appearance of these much more onerous exemption requirements (despite our prior “fully vaccinated” status), we have asked about the feasibility of cancelling this particular voyage, but have been told it’s too late, as final payment has been made and the Princess “Cruise with Confidence” program is no longer applicable to voyages departing after September 30th (our situation). So, we’re between a rock and a hard place. Anyone else in the same boat? Any suggestions for how to proceed?