Why so much difficulty reaching Princess by phone?

[mlbcruiser]

I have a couple of questions I want to ask Princess re: an upcoming cruise we are booked on. However, I've tried at least 3 times on 4 different days over the past 10 days (both weekdays during normal business hours and on the weekend during the day) without getting through to anyone. I've held the line for as long as 15 or 20 min. before giving up. Today my efforts resulted in: I got the (usual) "due to heavy call volume" thing again, which gave me the option to hold for an operator or choose to be called back according to the order in which my call was received. I chose to hold - but hung up after 10 minutes. Next try I clicked the option to be called back, however a recording came on saying the call back option was not available at the present time. Tried again. This time I got a new recording. This time the message said the hold time was 12 min. So again I held. But after about a minute the call was disconnected! What gives? (I have a feeling that if I had pressed the button to indicate I was calling to book a NEW reservation instead of service on an existing one, I'd have gotten a live person in a somewhat timely manner!)

[cruise flotsam]

I am in Australia and have booked a cruise for March and tried ringing Princess and got a person from Princess America that kept putting me on hold as she could not answer my question and could not transfer me to a person in Austealia.

[cruise flotsam]

An hour later she said I would have to ask as I boarded my cruise

[long cruiser]

We have no problem getting through to princess.Once in a while we may to hold for a few minutes when princess is having a sale.

long cruiser

[thinfool]

What are your questions?

[Coral]

Makes me glad I use a Travel Agent and don't have to call :)

Edited February 4, 2016 by Coral

[TracieABD]

Makes me glad I use a Travel Agent and don't have to call :)

 

Right?!?!? Just one more vote for having a really great TA! She handles our booking "issues".

 

To the OP-

If you have some basic questions, you may find it more prudent to just ask them here. Many of us have some experience cruising on Princess, and we may be able to help you.

 

... and we would NEVER put you on hold!:)

[Colo Cruiser]

Makes me glad I use a Travel Agent and don't have to call :)

 

Right?!?!? Just one more vote for having a really great TA! She handles our booking "issues".

 

 

Yes!

[Steelers36]

I have NEVER experienced what the OP states. I just did a test call now and I was instantly connected after punching the option to ask a question about an existing booking.

[SusieS]

When u call, for any reason, press the button for saying that you're calling to make a reservation for a new cruise. You'll get someone within 30 seconds!

[CruiseQueenB]

When u call, for any reason, press the button for saying that you're calling to make a reservation for a new cruise. You'll get someone within 30 seconds!

 

I wouldn't recommend doing this unless you absolutely have to. While it's nice that you get through to someone quickly, there's a reason for prompts. Having worked in a call center environment I can tell you that the sales line usually is tracked and the person is expected to make a sale from it. Typically it was a percentage of "X amount of sales per X amount of calls" and we would get a small bonus for hitting a target percentage of sales. I worked for a large travel company that did this, and I imagine Princess does something similar. We also were a back-up line, so if the other departments were super busy and we weren't we would start taking calls for them. These calls didn't get tracked because they didn't come over the sale prompt. So while you may get through the line a minute faster, you might also be taking money out of someone's pocket, and probably someone that isn't making much over minimum wage. The sales bonuses and recognition from management is a pretty big deal. Just food for thought. :)

[JudithLynne]

We live on the west coast. Our Princess calls go to the Seattle office. Not only are they answered quickly, but that office has the most wonderful people working there. We feel very fortunate.

[arb18]

I got through right away both times I called. I hit worked with a travel agent and then on a currently book cruise.

[riclop]

I don't have those problems either.

[RDC1]

Called two days ago about an existing reservation and connected right to someone once I answered the question about why I was calling.

 

Called today to cancel one of my 4 reservations (decided it was to close to anther trip) and again was connected immediately.

[mlbcruiser]

All I can say is I guess I just haven't been as lucky as some of you because my experience has certainly not been the same as your's!

 

steeler36, interestingly, yesterday my first try was very near the time you got through. Maybe 15 min. earlier. Believe me, I HAVE punched the same option as you re: asking a question about an existing booking - on several different tries! Yesterday I initially tried just once - mid-day, but later (around 3:30 p.m. or so) is when I tried a few more times and got various automated responses each time. I did not, however, try the option that says I am working with a T/A and am booked (suggested by Arb 18). Maybe I'll try that one if I get a chance tomorrow and have better luck! :confused:

 

cruise flotsam, you wouldn't believe how many reps at not just one, but many of the cruise lines, often don't have an answer or don't give you the correct answer. Also, sometimes the right hand doesn't know what the left is doing. You might ask the same question of a different rep and get a different answer. Most of them are nice and TRY to help. But sometimes, especially when there have been recent policy or other changes (like maybe to facilities on a ship, or a date when something in particular is supposed to start), the agents aren't kept up to date on the latest as much as they should be. So as much as they are trying to help, they don't have the information they need to do it! Plus, sometimes things (esp. involving international passengers) that should perhaps be handled by specialized customer service reps. Hope you get the correct info. you need soon!

 

 

The reason I haven't asked the questions on here is because one is a request involving something on a cruise tour that no one on here would be able to take care of and the other regards an adjustment to an activity Princess would have to handle. Thanks for the offers to help, though!

 

I did tell ask the T/A when I booked about one of the requests. He said he would handle it, but I never heard anything more on it. The booking was completed and he did make note of a couple of things but not that one. Sure, I could go back to him or his agency with it, and I'm sure he'd follow up. I may HAvE to go that route. But then it's wait for a call back and so on, but truthfully I'd just as soon deal with it myself. That way I know what's what. (Or what SHOULD end up being what, lol!)

 

Thanks again for the replies.

[AZbeachboy]

Our of Nine cruises, the only problem I had getting through was around the New Year weekend. Otherwise, I have never had a problem. Additionally, I now use a personal cruise consultant and he has been wonderful and helpful.

[pris993]

What number are you calling? I have been booking directly with Princess for last few years... never had any problem getting through. When I do followup calls - same thing..

[mlbcruiser]

This is our 5th Princess cruise (out of 40). In the past, I've called Princess a couple of times and didn't run into this problem. However, it's probably been about 6 yrs. or so since we last cruised with this line. The # I've called is:

1 800 774 6237. Their website lists it as the number for customer service.

Edited February 5, 2016 by mlbcruiser