Rare dickinson Posted May 22, 2017 #1 Share Posted May 22, 2017 We had an issue with our debarkation tour and would like to contact Princess customer relations to let them know how dissatisfied we were and that we would like a partial refund due to us not being able to go to everything listed as part of the tour. Is it better to just call or to email? Thanks. Link to comment Share on other sites More sharing options...
wrongwaywatson Posted May 22, 2017 #2 Share Posted May 22, 2017 Email, then call if they don't respond Link to comment Share on other sites More sharing options...
Colo Cruiser Posted May 22, 2017 #3 Share Posted May 22, 2017 (edited) I agree, email first then phone. We had an excellent resolution from customer relations on a messed up excursion through email. I eventually received a phone call so that I could further explain the issues. Edited May 22, 2017 by Colo Cruiser Link to comment Share on other sites More sharing options...
easyboy Posted May 22, 2017 #4 Share Posted May 22, 2017 Both. Sent from my iPad using Forums Link to comment Share on other sites More sharing options...
skynight Posted May 22, 2017 #5 Share Posted May 22, 2017 In writing with all the specific details. You state you were not able to go to everything listed as part of the tour, which sounds like something was closed. Make sure you read all the fine print regarding tours before you write. This may be something already disclaimed there. Personally if the position is strong and the amount is large I would use USPS. Link to comment Share on other sites More sharing options...
Rare dickinson Posted May 22, 2017 Author #6 Share Posted May 22, 2017 In writing with all the specific details. You state you were not able to go to everything listed as part of the tour, which sounds like something was closed. Make sure you read all the fine print regarding tours before you write. This may be something already disclaimed there. Personally if the position is strong and the amount is large I would use USPS. Yes there is a disclosure that if that site was closed another specific site would be substituted. That didn't happen either because we were late leaving. Link to comment Share on other sites More sharing options...
Rare geoherb Posted May 23, 2017 #7 Share Posted May 23, 2017 I had good results from email three years ago about a similar complaint. My frustration was increased because it was a shore excursion during our cruise, and the shore excursion desk folks did not try very hard to make me happy--as in did not offer any compensation for our missing part of the promised attractions. The customer service rep called me one week after I sent my email and left me a voicemail. I finally got back to her the next day and she authorized a 50 percent refund--the amount I requested for missing 90 minutes of the itinerary. She also expressed frustration that the shore excursion manager on the ship had not dealt with my complaint. (And I did not let her know that I would have been satisfied with 25 percent refunded if he had.) Link to comment Share on other sites More sharing options...
carqueen44 Posted May 23, 2017 #8 Share Posted May 23, 2017 Same story for me once. I emailed first then followed up with phone call. Refund was accomplished! Link to comment Share on other sites More sharing options...
Rare dickinson Posted May 24, 2017 Author #9 Share Posted May 24, 2017 Thanks. I have sent an email to customer relations. We'll see what happens. Link to comment Share on other sites More sharing options...
SoCalTraveler Posted May 24, 2017 #10 Share Posted May 24, 2017 We returned on May 4, having been promised on the Island Princess that Customer Relations would call us. No call. Two e-mails have only elicited automated responses promising contact in 2-3 business days, a time period which has run. Today I sent a letter. Our issue is not one in which a random customer service rep can address, hence the promise on board that we would be contacted by the manager of customer relations, who had been briefed. Link to comment Share on other sites More sharing options...
Lucky TGO Posted May 25, 2017 #11 Share Posted May 25, 2017 Same story for me once. I emailed first then followed up with phone call. Refund was accomplished! I did the same as you with the same results. Tony Link to comment Share on other sites More sharing options...
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