Its the experience on the ship that is most important. After 25 cruises on Princess over 25 years, we switched to Oceania and Viking as they provide what we want. I was very loyal to Princess. We greatly anticipated all our Princess cruises, especially loved The Grand when our kids were young. The mega ships ruined everything we liked. Long lines for dining, poor service, long waits to get on and off the ships. Less port days, less time in port, overcrowded show lounges, bad food. There are more. We were sad to leave Princess but what fun experiencing new lines!
customer service is bad everywhere. Best to try and do everything with a travel agent and let them deal with the dogs barking and chickens crowing. United Airlines is a nightmare, far worse than any cruise line. I doubt anything improves-as they continue to try to stay in business by cutting costs. Maybe Ai will improve service, I hope so.