Come back new? Come back never....Crown Compensation

[deltaqueenie]

I am trying to copy/paste this- I hope you can read it.

It is difficult for me to write this post of a cruise line I LOVE (you can check my previous posts), but my week on the Crown May 27, 2017 was the worst experience I've had in 222 days on Princess, and the way my compensation request was handled- even more disappointing. I'm not one to complain, and haven't posted negative comments. The major problems: SHIP OPERATIONS, TOURS, and ONBOARD. My adult daughter and I met with the Customer Relations Mgr onboard for over an hour discussing the chaos and incompetence that occurred, but were advised to seek compensation shoreside. Please keep in my mind I'm sharing MY experience compared to 8 other Princess ships...

 

SHIP OPERATIONS

Our cruise started with a 6.5hr delay in Southampton which set the tone for all the mis-information or lack of info that was to continue all week. A Princess computer systems failure caused: the internet to be down, transactions to be done manually, and Psgr information was lost resulting in hundreds to be stranded in the terminal. I'm just a psgr but realized Princess should have known to collect passports then. Why didn't the staff know this? It was a huge problem all week. This 1 BAD decision might have changed the entire cruise. Capt Lawes said we'd arrive in Bruges @11:00 (even though we left late). By 10:00am with no land in site, no announcement on arrival or canceling tours, and no one at PSD (passenger service desk) or Tour Desk (TD) will help. No one knows what's going on. Finally, announcement arriving @2:00- why wasn't this said earlier? Can Capt not judge distance and how long it takes? All week info was withheld, contradictory, wrong, or constantly changing. At 11:30 the ship was informed 'Psgrs from 18 countries (USA included) need to take their passports to Conf Room Deck 6'- the ship had 2.5 hrs to process passports. There was no urgency in the announcement, psgrs said 'I'm not going ashore, I don't need to do it.' So the line started on Deck 12 and wound down the stairways to 6. It was a fire hazard and hot. Psgrs were standing for hours, 3-4 each step. Took 30mins to move 2 decks- it was clear our passports weren't going to be processed in time to make our Princess Tour. I talked with PSD and TD: at first was told the tour wouldn't wait, then it was announced 'ALL non European passports must be turned in'. I've had passports collected many times, granted 2.5 hrs is not a lot of time, but the ship should have known how to do it efficiently- or called Corporate to find out how. They did not. Have they not collected passports before? @2:45 British and Europeans were cleared, and left on tours. @3:00 Tour Coordinator still didn't know if our tour was on, 5mins later, 'All tours cancelled' The next minute- 'All psgrs cleared to leave' That's when psgrs became very angry. NO ONE would help us get into Bruges, even though the empty tour buses were parked next to the ship. I detail this later under TOURS.

 

I realize Belgium presented a difficult situation, but Princess runs a cruise line and should have been prepared. Such disorder and incompetence is inexcusable. I've had passports collected on other Princess ships in several of the following ways:

1. Announce: "If you have a Photocopy of your passport, go to your cabin and get your passport and the copy. Show them to your steward, he will keep the passport (give you a claim check) and give you back your Photocopy." Stewards collect passports all the time in this manner. Most psgrs travel with copies, it could have drastically cut down the lines and process time.

2. Set up several areas around the ship, and assign psgrs by decks.

3. Computer issues with Psgr information at departure meant passports should have already been collected.

4. Accommodate Elite and Princess Tour psgrs first (specifically why I pay more to book tours thru Princess- I expect to be taken care of) isn't that what Elite means?

5. Location in Princess Theater, process in order of entry: come in one side, depart the other, and wait while sitting down. I was told 'there's a tour group in there'. My response: "That's my point, this should have taken priority over everything else and been explained on intercom "until ALL NON EUROPEANS turn in passports- NO ONE can go ashore. Even if you're not getting off the ship, you must do this now" No urgency was ever conveyed, whatsoever.

6. There were 5 staff members taking passports and 2 scanning cruise cards. I said "You must be kidding, get more help!" PSD said 'Only these 5 staff are qualified to collect'. More incompetence, Stewards do it all the time...

 

Granted, maybe some of these ideas wouldn't have worked, but I blame Princess for not being prepared with an efficient plan. They run a cruise business. This was a huge mess because of HOW it was handled, so much incompetence.

 

So did the ship learn anything from this mess? No, they did not. Next Norway wanted 'face to face' with pretty much all Non European psgrs. But 2 letters were in my mailbox: 1 listing US to attend, the other not to attend. I have both letters. Finally announcement saying we had to attend. They used the same method again- waiting in line for over an hour. The incompetence was alarming and loss of credibility increased every day. @ PSD my questions were answered with "canned" responses: 'I really couldn't say' 'As far as I know' 'Well, until I'm told differently'

 

And finally, canceling Helsingborg showed the most incompetence ever!

After touring all day in Copenhagen, we arrived back on the ship 8:00pm, retrieved our passports from PSD for Norwegian 'face to face'. No one told us about canceling Sweden or staying in Copenhagen. There were no signs at the gangway, TD or PSD, and NO announcement was made that evening. We got ready for bed and I looked in my mailbox: tender tkt for Sweden and Patter. At the top of the Patter: "Copenhagen (Day 2) Wednesday May 31" I ask my daughter "Why would it say this-we should be in Sweden tomorrow?" I look inside, it says "3:00pm All Aboard! Crown Princess sails for Oslo, Norway shortly afterwards" I say "What does this mean, are we skipping Helsingborg, but I have my Elite tender tkt?" I'm in my pajamas, so I call PSD for an hour- no answer. So I go to PSD. It's worse chaos than both days before...if that's possible? Lines of psgrs are angry and yelling. PSD says we're not going to Helsingborg due to wind. You must be kidding? We chose this cruise for these specific ports. Why wasn't there a letter in my mailbox saying "We are not going to Helsingborg due to wind and will depart Copenhagen @ 3:00 on Wednesday" The next morning there was a back dated letter in my mailbox, Capt Lawes made an announcement the prior afternoon (when most psgrs were in town) why didn't I have a letter before then? I understand ports are missed all the time for safety reasons, I'm fine with that. BUT, it was how it was handled, the Capt should have been embarrassed by how this ship was being run...or maybe it was him making these poor decisions? @PSD I heard from other psgrs that Princess had announced in the afternoon 'we will cover your cost to get to Sweden'. The Customer Relations Mgr we met with, confirmed this. But no one at PSD was willing to do this or help me get to Sweden. Why didn't this ship have a port lecturer? At the very least why didn't the PSD and TD have ferry/bus schedules posted? The crew had a chance to make a bad situation better, but again, no help from anyone. It truly seemed no one cared.

 

TOURS:

Bruges Highlights Time on Your Own Tour

The inept handling of the passports caused us to miss our tour. We were in Club Fusion for over an hour waiting, why didn't the Tour Coordinator ask "If your Tour is canceled- and you want to still go into Bruges on a bus, please sit in this area." No one wanted to help us with transportation to Bruges, psgrs were screaming and so angry. After arguing with 4-5 staff at PSD and TD, we were offered a bus. We sat on the bus for 30mins before departing. Our bus was the LAST one to leave the lot @3:45. It's a 30min drive and 15min walk into town. By now: Bell Tower, City Hall, Church of Our Lady and the shops were closed . We had to meet @6:15 to go back. Why? Sailaway was 8:30pm, we talked to other groups that met @7:15, so why did we lose another hour? We had 90mins in Bruges. Princess should have been prepared and had psgrs ready to fill the buses, but wasn't. I got 50% of my Tour refunded, but really, how would you compare 90mins to what should have been an 8hr fully guided tour, boat ride, and time on my own tour to basically bus transportation that I had to literally fight with 5 staff members for? The next day several staff members of 4-10 yrs experience, told us 'it was the worst day they'd had with Princess, ever.'

 

Disembarkation- Princess Royal Windsor Tour with transportation to Heathrow

Assigned Grp2 to be FIRST off @7:00am. Didn't leave until 7:30, and by then we're mixed in with walk offs (Grp6). The tour coordinator did not keep the group together and said the WRONG side to get off on, so psgrs got lost. For what I paid ($280) for this tour, we should have been personally escorted off. So once again, we're going to miss another tour. Why were we late? Did we arrive late or was it because we changed berths? No one knows...we arrived at Windsor @9:30, but security and walking to the Castle took 30mins. So by the time we started the tour, we barely had 2hrs. The tour is described as: half day guided tour with time on your own to explore the town of Windsor. But once again we were short changed with the length of our tour. We asked about staying longer (we had the first flt out) The guide was willing, but a psgr on OUR tour had to meet up with his other Princess Tour. So we had to leave to make HIS connection. Why did Princess double book a psgr that shortened everyone's time in Windsor?

 

I was extremely disappointed with the Princess Tours I booked. As you know, Princess charges more than independent companies, and boasts 'best service and taking care of psgrs'. I feel I paid a premium price for services that fell far short of Princess standards. I did not feel taken care of in the least.

 

ONBOARD

Since I've already stated how much I LOVE Princess and LOVE to cruise, I understand some things will go wrong- it just happens and I weigh the good and bad.....BUT, for all of these things to go WRONG in 7 days- this crew/ship should be an embarrassment to Princess.

1. This is such a specific, but upsetting incident. We were talking to our server at lunch about the Magic Show, and he said "I'll show you a magic trick- do you know how to get this empty coke can out of this water goblet without touching the can?" Before we knew what was happening....he was blowing on the can so hard, he was spitting on our silverware, glasses, and tablecloth. We were so taken aback and didn't know what to do. We should have left and not eaten our food. I'm not trying to make him lose his job- but this was so unprofessional, unsanitary, and just gross.

2. At first, shower had no hot water, it was somewhat corrected but it randomly went from hot to cold on its own. I was worn out from arguing about so many other issues, I didn't call again.

3. Bill Corrections were the WORST. Took 6 trips to PSD working with 5 staff members to get a complimentary credit for the Crown Grill that I had an email copy of. PSD couldn't give me my credit for Best Price Guarantee that I was due for Oslo Bike Tour. I also had printed proof of this, but it took numerous phone calls and trips to PSD to correct. Were all these issues related to the initial computer problems? Why not have told me that? Or is this staff that incompetent?

4. Laundry put a hole in my blouse. No compensation whatsoever.

5. Wait times: extremely long for dinner (45-60mins) and seats @shows were filled early. Buffet overcrowded, couldn't find seats. Seems Princess is trying to make psgrs eat in upcharge restaurants. I felt this ship was 'oversold' and I've not experienced dinner lines like this except on the Sea Princess. Lines getting on/off ship. This was the most crowded ship I've been on and it was a very unpleasant experience being so overcrowded.

6. Intercom didn't work- chimes at various hours and whispering. Our Customer Relations mtg. confirmed it's an ongoing problem on this ship, why didn't PSD tell me this, instead of saying 'it's fixed now'

7. Ship is badly in need of dry dock, told not until 2018. In my opinion it looks worn and used.

 

As I've stated Princess has been my favorite, but not now..I was incredibly disappointed in how all these issues were handled onboard and now my experience with Customer Relations in seeking compensation. The majority of psgrs were European, so they weren't affected with Passport issues, and I doubt they gave up 2 days of costly travel time to get to the ship. Most of the ones we talked to weren't upset about missing the ports 'cause they'd already been there. I might feel this way about an inexpensive Caribbean cruise to Nassau. But, I flew 10hrs and paid $4,430.68 for a cruise that did not come close to Princess standards. I consider it extremely over priced for 90mins in Bruges, 2hrs in Windsor, 0hrs in Helsingborg, and 8hrs in Oslo. But, I'm most disappointed with how I was treated onboard and how my compensation for ALL of this was handled. After several weeks I received a phone call from Iris, the Crown Customer Relations rep, she offered me $100 OBC per psgr on a future cruise...I literally was speechless. I've received more compensation for booking mistakes made by Princess... I'm so disappointed in Princess not taking responsibility for what happened and I feel they had a chance to try to make it right. In my opinion they didn't/don't care. I asked Iris for her supervisor's phone/email, she refused. I asked her for Jan Swartz's email, she told me she couldn't give it out.

 

I canceled my 25 day October 2018 cruise on the Crown- I will not sail this ship OR with Capt Lawes again.

 

[Lady Arwen]

I'm sorry that you did not enjoy your cruise on Crown. Honestly, I tried to read your entire post, but it seems that everything was wrong and nothing was right and Princess is to blame for it all. If you are sending correspondence to Princess, I hope you try to be more concise and less agitated, as these types of complaints tend to not be taken seriously. They know you won't be back, so no real incentive for them to work with you. One or two problems can be worked through and appropriate compensation offered.

 

I'm not trying to trivialize your experience and no disrespect is intended. I hope you find the cruiseline that makes you happy and better suits your needs.

[Go-Bucks!]

Sorry, but you lost my interest after the first 10 lines......this rant is way too long. :rolleyes:

[geoherb]

Sorry you had a nightmare cruise. I think you deserve more compensation for the excursions that were shorted. The one time we had a problem with an excursion, I got us a 50 percent refund. (I would have accepted 25 percent on board the ship--but then one of my complaints after getting home was that the shore excursion desk folks were no help at rectifying my complaint. The 50 percent is what I requested.) Of course on-board credit won't do you any good if you're not sailing on Princess again.

 

We took a three-year break from Princess, sailing on Holland America and Celebrity during that time. We eventually came back to Princess and have had great trips most of the time.

[srpilo]

If you are sending correspondence to Princess, I hope you try to be more concise and less agitated, as these types of complaints tend to not be taken seriously.

.

Agree.

 

Take a deep breath and less ranting

Srpilo

[floridalover5623]

I skipped over the tour problems to the ship issues and they have been going on for a long time now.

The ship is getting older every year & reoccurring problems never seem to be resolved.

[Colo Cruiser]

I agree, really hard to follow.

Hope you find a cruise line to your liking.

[dickinson]

I read the whole thing. I'm so sorry that you had to experience all this. Certainly sounds like other people also had some of the same issues. Obviously there are some things (weather) that is beyond Princess' control HOWEVER how things are handled make a big difference. Sounds like the issues were handled poorly.

[Sea Hag]

I read the whole thing. Most of the problems sound like the problems we hear about all the time, and that stuff just happens. But I think you surely deserve more compensation on the excursions, and I hope you get it.

[LarryL]

I read the issues here and thought I would seek out other reviews of this sailing. I did find that the ship was delayed but also had to return to port for a medical emergency. They also indicated they had a shorter time in Belgium but said they were given some compensation for the experience. One port was missed due to weather but spent more time at another port. Overall, the two reviews I read told me that the ship and staff were good and that the entertainment was , also, good. As is standard, food is always subjective. Both indicated that, although, there were glitches, they enjoyed the cruise and the ship very much.

 

Perhaps the OP needs to take some time to sort out what is really at issue. Our last cruise had some initial glitches and the weather wasn't the best but we still had a remarkable time.

[MCC retired]

Absolutly the longest complaint post I have ever read , actually gave up part way thru it .

If this is how it was presented to Princess , how could anyone there

help let alone compensate .

Too much detail on too many issues . Short & simple gets read.

 

 

 

 

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[partybarbie]

This is the contract that you accepted when you booked your cruise:

 

7. RIGHT TO DEVIATE FROM SCHEDULED ROUTE, CHANGE PORT OF EMBARKATION/DISEMBARKATION, SUBSTITUTE TRANSPORTATION, CANCEL CRUISE AND ACTIVITIES, AND CHANGE OR OMIT PORTS OF CALL; SUBSTITUTION.

Except as otherwise provided, Carrier may, for any reason, without prior notice, cancel the cruise; deviate from the scheduled ports of call, route and timetable; call or omit to call at any port or place or cancel or modify any activity on or off the ship; comply with all governmental laws and orders given by governmental authorities; render assistance to preserve life and property; or change the date or time of sailing or arrival, change the port of embarkation or disembarkation, shorten the Cruise or substitute ships, aircraft or other transportation or lodging. Accordingly, You should not make any important arrangements or meetings based on the scheduled Cruise, which may change without liability to Carrier. Furthermore, the Master of the ship as well as the operator of any other means of transportation may, in his/her sole discretion, take any action deemed necessary for the safety, security, comfort, or well-being of any person or to prevent damage to or loss of the ship.

In the case of mechanical failures that cause the scheduled cruise to be cancelled, You are entitled to a full refund of the Cruise Fare; or for mechanical failures that cause a cruise to be terminated early, a partial refund, travel expense to transport You to the scheduled port of disembarkation or Your home city at Carrier's discretion, and overnight lodging if an unscheduled stopover is required. You shall have no claim against Carrier, and Carrier shall not be liable for damages or a refund of the Cruise Fare, any portion thereof, or other payment, compensation or credit of any kind; nor for hotel or meal charges, travel expenses or other loss, delay, inconvenience, disappointment or expense whatsoever, which shall be the Guest's responsibility, whenever the cancellation or change was otherwise beyond Carrier's exclusive control. Carrier's non liability extends without limitation to any of those causes described in Section 14(B) and/or inclement weather; health, medical or environmental considerations; labor, political or social disturbances or unrest; or operational, commercial or safety reasons; or was based on a good faith belief by the Carrier or the ship's Captain that the Cruise or any portion thereof might endanger the vessel or expose any person or property to loss, injury, damage or delay. Except as provided above for mechanical failures, whenever the performance of the Cruise is hindered or prevented by any cause or circumstance whatsoever, the Cruise may be terminated and You may be landed with no further liability of the Carrier for refund, payment, compensation or credit of any kind.

If, and only when, the cancellation or change was for reasons other than described in the preceding paragraph, and was within the exclusive control of Carrier, You agree the liability of the Carrier, if any, shall nonetheless be limited as follows:

• (A) If Carrier cancels the Cruise before it has started, it shall refund the Cruise Fare (less any air or accommodation charges incurred).
  
• (B) If the sailing is delayed and You are not accommodated on board the ship, Carrier may arrange accommodations and food at no additional expense to You.
  
• © If the scheduled port of embarkation or disembarkation as specified in the passage ticket is changed, Carrier shall arrange transportation to it from the originally scheduled port.
  
• (D) If the Cruise is terminated or ends early Carrier, at its option, may issue a cruise credit, make a proportionate refund of Your Cruise Fare, transfer You to another ship or transport You to the scheduled final port.
  
• (E) If You pay the Carrier an amount above the Cruise Fare for a shore excursion or other activity that is cancelled, You will be limited to a refund, if any, of the amount paid for the cancelled activity.
  

Under no circumstances shall the Carrier be or become liable for consequential or other damages of any kind sustained by any Guest except as expressly provided herein.

 

 

Not to sound heartless, but the only compensation that you can expect is outlined in this contract. When I cruise, it's with the expectation that we might miss some ports. I don't like it, but if I really want to see some place, I take a land vacation. Even then you are still at the mercy of the airlines and the weather.

 

I did learn to never ask to see a magic trick at the dinner table. Also, if you don't want to wait in line for dinner, book traditional dining or eat in the buffet. That's pretty much a given on all Princess ships.

[catwoman6226]

I also read the whole thing. It was not a whiny, convoluted repetitive rant - it was very specific complaints about an alarming number of things that went wrong. I'm very sorry to hear about your experience. We're booked on the Crown in February and I'm getting discouraged at the number of negative posts. Yes, of course I realize that people with negative experiences are more likely to post, but the sheer number of negative posts about the Crown has me concerned.

 

We will still go, we anticipate a great cruise, we don't "look" for problems but we also understand that when something is blatently bad, or wrong, that it's not a bad thing to mention it.

 

Good luck with your efforts to get a more satisfactory resolution from Princess (if that's your intent!)

[antsp]

I skipped over the tour problems to the ship issues and they have been going on for a long time now.

The ship is getting older every year & reoccurring problems never seem to be resolved.

I think every ship gets older every year, thanks for pointing this out

[LarryL]

I also read the whole thing. It was not a whiny, convoluted repetitive rant - it was very specific complaints about an alarming number of things that went wrong. I'm very sorry to hear about your experience. We're booked on the Crown in February and I'm getting discouraged at the number of negative posts. Yes, of course I realize that people with negative experiences are more likely to post, but the sheer number of negative posts about the Crown has me concerned.

 

We will still go, we anticipate a great cruise, we don't "look" for problems but we also understand that when something is blatently bad, or wrong, that it's not a bad thing to mention it.

 

Good luck with your efforts to get a more satisfactory resolution from Princess (if that's your intent!)

 

We sailed on the Star last Feb and had read several negative comments about the age, condition, and food on that ship. As it turned out, that was our best cruise ever, hands down. I always take comments on these boards with a grain of salt. I'm sure you'll have a great cruise next year.

 

If you're lucky, maybe Captain Tuvo will be on the Crown with you......................................Bye Bye :)

[DrivesLikeMario]

Wow, I can't imagine living through all of those problems. I think the biggest issue was lack of communication - between the captain, the cruise director, the shore excursions team, the Purser's Desk and the rest of the crew. It seems the Crown is suffering quite a lack of leadership, as it all starts at the top and trickles down.

I'm sad to see this because my time on the Crown has been really good but that was a few years ago. I sure hope they get this ship straightened out as the negative publicity is eventually going to hurt it.

[TNTLAMB]

Amazing the OP didn't mention the entire area was in chaos during that period especially regards to passports etc due to the multiple terror attacks in the area (3 days after the "Big One" in Liverpool.....Not to mention the attack in Copenhagen on May 30 (the attack on the Little Mermaid in the Harbor itself a small part of it.) guess that was princess' fault that these countries were calling the shots including using their own people to screen. I have heard of being detached but...........they should have known these people were on vacation and canceling a tour in the very area of an attack several hours before the ships arrival was an "inconvenience" Goof Grief man WAKE UP.

Edited July 11, 2017 by TNTLAMB

[4cats4me]

Sounds like the most frustrating cruise ever.

Hopefully your next cruise on the Crown will be much improved.

 

 

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[Bonniesjourneys]

Ma'am I very sorry you had disappointing European cruise.you know average person.might only get chance once in their life.to take a cruise in Europe

I see people on these threads going on beautiful cruises 3 or 4 times a year.we retired now.but when your raising family.average person doesn't go on European cruise regularly. And Princess didn't show you they care. Miscommunication. If you don't rectify onboard.its harder when u get home.its devasting when have terrible vacation.i would say try Celebrity cruises.maybe a 7 day Caribbean.see how they treat their guests.we Love Celebrity too.but we do have 3 princess cruises booked next 10 months. On new!! Regal! And 2 on The Ruby.so ships should be great shape.and being retired they not exotic. Caribbean and mexico.But we never stop cruising.and I hope you dont.try Celebrity.Good luck.

[Aus Traveller]

After reading deltaqueenie's post, I can't imagine how disappointing it was for her/them. Sometimes when something goes wrong, everything else will also, but this is no consolation. Maybe deltaqueenie posted her thoughts here where other cruisers will understand how disappointing and upsetting everything was. I hope there is reasonable compensation offered, but nothing can really make up for the problems that occurred. Some were probably beyond the control of the ship's personnel. :)

[SoCalTraveler]

Jan Swartz's e-mail is: jswartz@carnival.com It is by no means a secret.

 

I won't repeat our story, except to say that we e-mailed Ms. Swartz on May 24, 2017, and first heard from a customer service rep (who I judge is working remotely) on May 31, and when we promptly returned her message we learned she would be out until June 6. I spoke to her on June 6, and while I was less than pleased with the resolution, it is resolved.

 

I, too, would suggest that you break up your story, use headings, and otherwise try to make your issues more readable and concise. That is not to say that your issues are not valid. Rather, my experience is that the customer service reps are essentially on a piece work basis with a floor limit of what sort of compensation they can offer, usually in the form of future cruise credits.

[nimiq]

I think every ship gets older every year, thanks for pointing this out

 

 

Why are you being so rude to the OP ?

He just pointed out that this ship is in need of a bit of love, like others have pointed out about the crown

Maybe you should give a little love to the OP as well lol lol.

Sea ya

Eric

 

 

 

 

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[nimiq]

We sailed on the Star last Feb and had read several negative comments about the age, condition, and food on that ship. As it turned out, that was our best cruise ever, hands down. I always take comments on these boards with a grain of salt. I'm sure you'll have a great cruise next year.

 

If you're lucky, maybe Captain Tuvo will be on the Crown with you......................................Bye Bye :)

 

 

 

Hello,

Sorry to say but I also like my cruise on the Star in June of this year but you would be lying if you say this ship is in no new of a bit of update. Come on.

 

 

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[nimiq]

Jan Swartz's e-mail is: jswartz@carnival.com It is by no means a secret.

 

I won't repeat our story, except to say that we e-mailed Ms. Swartz on May 24, 2017, and first heard from a customer service rep (who I judge is working remotely) on May 31, and when we promptly returned her message we learned she would be out until June 6. I spoke to her on June 6, and while I was less than pleased with the resolution, it is resolved.

 

I, too, would suggest that you break up your story, use headings, and otherwise try to make your issues more readable and concise. That is not to say that your issues are not valid. Rather, my experience is that the customer service reps are essentially on a piece work basis with a floor limit of what sort of compensation they can offer, usually in the form of future cruise credits.

 

 

 

Nicely said ;-)

 

 

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[RDC1]

Absolutly the longest complaint post I have ever read , actually gave up part way thru it .

If this is how it was presented to Princess , how could anyone there

help let alone compensate .

Too much detail on too many issues . Short & simple gets read.

 

 

 

 

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Why is it when some people send a complaint letter they feel that they need to pad it with every thing possible that they can come up with. Works far better to focus on the few most important issues.

 

Prior to my retirement a customer service department reported to me, along with other departments. We would divide complaints into three categories

 

1. A problem where the standards and/or policy were not met due to a failure in execution

2. A problem where the standards and/or policy were not met due a factor beyond the control of the company

3. A problem where standards and policy were met and the customer felt that they were not sufficient or did not meet their expectations.

 

A category 1 issue where the company failed to deliver to its own policy or standard some compensation was generally offered.

 

A category 2 issue that was caused by an outside event that impacted the ability of the company to deliver would be decided on a case by case basis

 

A category 3 issue where the company delivered in accordance with its standards and policy would get a letter explaining that and no compensation would be offered. This was internally referred to the walk category. Depending upon the number, nature and frequency of the complaints it was sometime apparent that the customer would not be satisfied because they wanted something that the company was not offering. Thus it would be better to walk them to a different company.

 

The OPs letter might have some category 1 items, but it clearly has more category 2 and category 3 issues. Better to trim the letter down to focus on the cat 1 issues. The more category 3 items you include the more likely the company is to consider you a customer that they don't want.