complaints procedure

[turkey2001]

Hi. Had an amazing cruise with Princess up until a serious error from them landed my daughter in hospital.Any advice on complaints or tips on how people have had successful outcomes when contacting a cruise company post cruise?

 

It was our 7th cruise but our first with Princess

 

Thank you

[CruiserBruce]

Sorry to hear about your issue.

 

Start with posting on the Princess board, here:

 

https://boards.cruisecritic.com/forumdisplay.php?f=197

 

A few more details would be helpful. For example, if this happened on the ship, Princess probably knows about it. Particularly if you sought medical care on board. What communications did you have (documented) at the time, and since...

 

Just curious...all of your posts have mentioned your daughter's dairy allergy. Is this another event on this front?

[turkey2001]

It is indeed about her dairy allergy. We had an event with P and O but we have successfully sailed 5 times since then with no issues so we tried Princess and they made her dangerously ill with a pudding that had "an error in production" in regards to her stated allergies. Amazing medical team, the best we have ever had which is great but they admitted it was a lack of training on the specialised chefs part which is hugely concerning for anyone sailing with allergies as our lives are literally in their hands.

[CruisinGirl777]

Sorry to hear this. Hope it gets addressed quickly.

[CruiserBruce]

It is indeed about her dairy allergy. We had an event with P and O but we have successfully sailed 5 times since then with no issues so we tried Princess and they made her dangerously ill with a pudding that had "an error in production" in regards to her stated allergies. Amazing medical team, the best we have ever had which is great but they admitted it was a lack of training on the specialised chefs part which is hugely concerning for anyone sailing with allergies as our lives are literally in their hands.

 

The medical team said this about the Chef/cooking crew? Not very professional, and perhaps not worth the paper it was printed on, which it wasn't.

 

Obviously at this point Princess must know about it. Have they reached out to you?

[turkey2001]

Hi. It was the food director who said that, not the medics! Poor phrasing on my part.

[Nic6318]

Hi. Had an amazing cruise with Princess up until a serious error from them landed my daughter in hospital.Any advice on complaints or tips on how people have had successful outcomes when contacting a cruise company post cruise?

 

It was our 7th cruise but our first with Princess

 

Thank you

 

 

Hello,

 

First of all I am very glad, as you said, you daughter received the treatment she needed and was recovering.

 

It does seem that you have had similar issues in the past. It is very hard for parents trying to look out for their children only to have to rely on the diligence of others who fail them.

 

You say you are looking for advise on getting a "successful outcome" in future contact with the cruise line. My only thought is that first of all you need to determine for yourself what it is that you want (what would be successful in your mind).

 

Bringing this as an issues to the public (the media) could be considered a success. This wouldn't be the first time the public was reminded how dangerous it can be for people who suffer from serious allergies, but it would serve as a continuing reminder that you can't let your guard down. No matter what others say, there will be no guarantees.

 

good luck, I am very glad your daughter is better

[zqvol]

Hi. Had an amazing cruise with Princess up until a serious error from them landed my daughter in hospital.Any advice on complaints or tips on how people have had successful outcomes when contacting a cruise company post cruise?

 

It was our 7th cruise but our first with Princess

 

Thank you

 

What to do really depends on what you want. If you are seeking monetary damages, contact an attorney in Miami. If you want an apology, which is probably unlikely to come from Princess, because it would be an admission of liability, contact Princess.

[6rugrats]

What "outcome" are you looking for? I would assume you weren't charged for the medical care, and your daughter recovered?

[turkey2001]

I'm really only looking for others who have had similar experiences if i'm honest and what they did. We cant be the only ones sailing with allergies who have had this happen, although that's how we feel. Cruises advertise how they can adapt to food allergies, its well documented, and it cant just be bad luck its happened twice to us.

 

thank you

[myfuzzy]

That's the trouble when you have a severe allergy to something, when you leave your house, you are putting your lives into the hands of others who may not even give ingredients a second thought when preparing a dish. Items prepared at home are sure to be free of any allergens which may endanger you.

[Flatbush Flyer]

That's the trouble when you have a severe allergy to something, when you leave your house, you are putting your lives into the hands of others who may not even give ingredients a second thought when preparing a dish. Items prepared at home are sure to be free of any allergens which may endanger you.

 

 

Recently had a situation where a family member at a very fine restaurant ordered a featured salad "no walnuts please- allergic." Salad came sans walnuts. But, whoever mixed it used a bowl that had just been used for the same salad WITH walnuts. Needless to say.....

 

 

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[myfuzzy]

Recently had a situation where a family member at a very fine restaurant ordered a featured salad "no walnuts please- allergic." Salad came sans walnuts. But, whoever mixed it used a bowl that had just been used for the same salad WITH walnuts. Needless to say.....

 

 

Sent from my iPhone using Forums

 

Thank goodness, I don't have severe allergies to foods, but I prefer my drinks with no ice. WHY? First, my tummy can't handle cold drinks, and second, the ice waters down the drink and third, the most important for me...have you seen the articles regarding the e-coli in the ice machines.....euuuuwww...well anyway.....a good percentage of time, AFTER I request no ice....isn't it brought WITH ice, and when I mention to the server that I DID request NO ice....what looks I get....if looks could curdle milk.....

[sail7seas]

Recently had a situation where a family member at a very fine restaurant ordered a featured salad "no walnuts please- allergic." Salad came sans walnuts. But, whoever mixed it used a bowl that had just been used for the same salad WITH walnuts. Needless to say.....

 

 

Sent from my iPhone using Forums

 

 

:Needless to say" leaves me hoping the alleergic person's reaction tion was not severe. . Hope fully, they did not become extreemely ill.

[mjkacmom]

I dont think any establishment, including cruise ships, guarantee no cross contamination, although I do think the ships do a much better job than restaurants on land. My daughter has celiac, and has definitely been glutened before, although never on a cruise, so far. There is always the chance of human error, even with separate kitchens. It’s a risk you choose to take.

[Flatbush Flyer]

:Needless to say" leaves me hoping the alleergic person's reaction tion was not severe. . Hope fully, they did not become extreemely ill.

 

 

Not severe but noticeably irritating burning sensation in the mouth. Thanks for asking.

 

 

Sent from my iPhone using Forums

[eileeshb]

I dont think any establishment, including cruise ships, guarantee no cross contamination, although I do think the ships do a much better job than restaurants on land. My daughter has celiac, and has definitely been glutened before, although never on a cruise, so far. There is always the chance of human error, even with separate kitchens. It’s a risk you choose to take.

 

They are supposed to include a warning on their menus of possible allergens, unfortunately for me my food allergies are outside the range normally listed, but fortunately none of them have reached the point of causing me much more than an uncomfortable few hours in a bathroom. The longer it's been between exposures the less my reaction. But I'll have an epi pen with me for a contact allergy, and I'm on antihistamines daily anyway

[spookwife]

on my most recent cruise( Rhapsody of the seas) I took the galley tour. the place was cleaner than my kitchen, and the sous chef who ran the tour was telling us how they are extremely careful about cross contamination.. for instance one table is set aside for only fish/shellfish and may not be used for any other prep. same with the fryers.

 

I think they do try very hard and succeed most of the time. but nothing is 100% fool proof.

[zqvol]

Thank goodness, I don't have severe allergies to foods, but I prefer my drinks with no ice. WHY? First, my tummy can't handle cold drinks, and second, the ice waters down the drink and third, the most important for me...have you seen the articles regarding the e-coli in the ice machines.....euuuuwww...well anyway.....a good percentage of time, AFTER I request no ice....isn't it brought WITH ice, and when I mention to the server that I DID request NO ice....what looks I get....if looks could curdle milk.....

 

Don't order without ice, order it "NEAT". It will appear sans ice.

[6rugrats]

I'm really only looking for others who have had similar experiences if i'm honest and what they did. We cant be the only ones sailing with allergies who have had this happen, although that's how we feel. Cruises advertise how they can adapt to food allergies, its well documented, and it cant just be bad luck its happened twice to us.

 

thank you

Again, I’d have to ask why? I’m sure other people have had this happen.

[myfuzzy]

Don't order without ice, order it "NEAT". It will appear sans ice.

 

Hmm, I never heard it put that way before....is that a "regional" request?

[mjkacmom]

Hmm, I never heard it put that way before....is that a "regional" request?

It’s actually just old school, “on the rocks” for ice, “neat” no ice.

 

 

https://en.m.wikipedia.org/wiki/Bartending_terminology

[myfuzzy]

It’s actually just old school, “on the rocks” for ice, “neat” no ice.

 

 

https://en.m.wikipedia.org/wiki/Bartending_terminology

 

How about that! Learn something new everyday..

[jlp20]

Using original poster's words "they made her dangerously ill with a pudding that had "an error in production" in regards to her stated allergies" Since Princess has nothing to do with the "production" of the pudding mix they "buy", how are they responsible? Now if they served the wrong dish, that's a totally different scenario.

[Wheatie59]

Using original poster's words "they made her dangerously ill with a pudding that had "an error in production" in regards to her stated allergies" Since Princess has nothing to do with the "production" of the pudding mix they "buy", how are they responsible? Now if they served the wrong dish, that's a totally different scenario.

 

turkey2001 lists their location as "norfolk". That may be in the UK where "pudding" means what us American's would call "desert".