Sent an email to Princess got a letter in the mail today

[cjh]

Let me start my saying this is not meant to be a slam against Princess and contrary to other people who have had their cruise ruined by stupid things. Personally, I think the only way you can ruin a cruise is if the ship sinks.

 

I sent Princess an email with some comments and concerns from our cruise last February and today I got a 2 page letter with misinformation just like if you call Princess you will never get the same answer twice to the same question.

 

One of my comments was that Princess needs to have more cabins that are wheelchair accessible that are for families and would sleep more then 2. There response was “as of this time, stateroom B335 on the sun Princess, Dawn Princess, Sea Princess and Ocean Princess is the only handicapped stateroom in the Princess fleet that will accommodate triple occupancy. ” Ocean Princess? How long has it been out of the fleet? Did someone forget to tell the corporate office? The next statement from Princess was “Unfortunately, there are no quad handicapped staterooms in the entire fleet.” Wrong the Diamond and Sapphire both have 1 quad handicap cabin. Again, someone must have forgot to tell corporate office how to read their deck plans.

 

I also pointed out to them that it would be nice for those people in the most expensive handicap category with a disability that are unable to book minisuites or suites be given some of the same privileges like free internet as those in the suites because the highest category a wheelchair user can book is the Caribe deck. Here is their response. “Your request to apply mini-suite amenities to accessible staterooms has been noted. At this time, however, suite amenities can only be extended to passengers berthed in minisuite or suite categories. We apologize for any dissatisfaction this may cause” Who would have thought that offering free internet to 4 cabins on the Caribe deck only when occupied by someone who would not be able to book a suite or minisuite because of a disability would break the bank for Princess.

 

I also pointed out to them that maybe they should have some cabanas on the other side of Princess Cays so those people that are unable to walk up the stairs and over the bridge could have access of them. Because I had rented one for my oldest daughter who can’t sit in the sun for extended periods of time and since we were one of the first cruises to go to PC after the hurricane that closed it I wanted to be sure she had some shade when she needed it. There response was that I needed to read the symbols denoting the degree of difficulty inherent in each shore tour. Have they looked at their shore excursion book? The last one I had didn’t show a man walking up stairs next to the cabana’s

 

When I sent the email I asked that it be forwarded to the Access Compliance Manager so you would have thought that was who I would receive a response from but it was from a Passenger Relations Specialist with a cc to the Access Compliance Manager. Not sure why the Access Compliance Manager couldn't address the issues since I know she is in a wheelchair herself but oh well.

 

On the bright side they are crediting us with $50 per person. I wasn’t looking for a credit but I’ll take it.

 

Cindy

[Coral]

Cindy,

 

I hope that the Access Compliance Manager (can't think of her name of the top of my head) reads your comments and answers you also with a more accurate letter. This person helped us on our October cruise with some special arrangements. I have been meaning to thank her for her assistance.

 

I hope that future builds will make more higher categories ADA accessible. There is a minisuite on the Grand class that is ADA accessible but is no longer marked ADA in the brochures. I believe it is just marked "twin beds will not convert". My guess is that it only accomodates 3 and won't solve your situation.

 

Hopefully with recent rulings by the Supreme Court - maybe future builds will become more ADA friendly.

 

Theresa

[Cruisin' Chick]

I had the same experience (I guess) with Princess not quite answering my letter/second letter/email. I had asked a question about information in the summer issue of the Captains Circle Quarterly about holiday sailings. The customer service operator didn't know, asked someone who didn't know, and suggested I send a copy of the pages I was referring to. I did so in September. I sent another copy of my letter as well as copies of the pages with an additional question about the same subject. Didn't hear. So I emailed. Got a reply asking me to call the 800 number. I replied back that I couldn't get an answer at the 800 number. I got a reply that seemed to indicate they didn't read my letter very closely as the writer referred to an offer from a mailing.

 

Maybe the customer service staff needs to be educated about the cruises their company sells. And when there is a letter sent to them, maybe the questions listed should be answered more personally.

[tinaparrotthead]

Let me start my saying this is not meant to be a slam against Princess and contrary to other people who have had their cruise ruined by stupid things. Personally, I think the only way you can ruin a cruise is if the ship sinks.

 

I sent Princess an email with some comments and concerns from our cruise last February and today I got a 2 page letter with misinformation just like if you call Princess you will never get the same answer twice to the same question.

 

 

Thanks for your comments! Whenever I have complained about this on this board or another well known board, I get people slamming me for "slamming Princess" or Carnival. I cannot for the life of me understand why it is acceptable for the cruise lines to give untrue answers to questions by their representatives. Even as you pointed out, in their brochures. I don't understand why this is allowed? I have been thinking that we need to form a "consumer group" for cruisers to put pressure on the cruise lines to tell the truth. I don't know why they should not be held accountable for doing the same thing that other corporations would have legal actions taken against them. In my experience, it's not just one cruise line, I have had Princess, Carnival and Royal Caribbean to give untrue information. We had our first cruise on Princess this year and we loved it! Cruised with Carnival last year and are scheduled to cruise with Carnival in 07. I feel that because the industry is so popular and their profits are so enormous, they act as if they can lie to you, give you information that is untrue and the consumer will just take a $50.00 credit or nothing in most cases, and feel good about it. Well, I don't know about the rest of you, but I don't like being taken advantage of......thanks for giving me an outlet....:mad:

[spongerob]

I have to agree, if they can't even update their form letters it's difficult to put much credibility into anything else that followed.

 

On the Grand/Golden/Star deck plans, there are two HCA cabins that appear to be "inside suites" for want of a better term. The deck plan I have lists them as E716/717. They look like they are huge. I've always meant to try and check them out. Maybe I'll remember this time.

[cjh]

On the Grand/Golden/Star deck plans, there are two HCA cabins that appear to be "inside suites" for want of a better term. The deck plan I have lists them as E716/717. They look like they are huge. I've always meant to try and check them out. Maybe I'll remember this time.

 

Those 2 cabins do have wheelchair accessible bathrooms but a wheelchair can't fit through the door because the door is the same size as a regular cabin door.

[spongerob]

Are they laid out like suites? I've always been curious about those cabins. I don't think I've ever been able to figure out what category they might be. You'd think a wider door would be an easy re-fit.

 

On second thought, maybe you shouldn't answer that. Some secrets need to remain secrets so the people that those cabins were intended for actually get a chance to use them.

[fntsysprtswidow]

I'm curious as to when you sent your email. I've never received a reply to a letter I sent to Corporate Offices last May. I know that they received it, as I sent it certified. Granted, your concerns were of a different nature than mine. But you would think some response would have been indicated. I hope your suggestions make it to someone who takes them into consideration. They're very valid! I hate to say it, but I think it's simply a matter of supply and demand. There are plenty of other people to fill the cabins. I sincerely hope I'm wrong. Will it keep me from sailing with Princess in the future? No. But "word of mouth" can be a very powerful tool. You would think they would try to make loyal customers happy.

[HELENROSE]

I don't mean to make it harder for handicap to get a cabin, but I think they need some proof that they need the special cabin. The reason I am saying this is because we met up with a Travel Agent on a ship who said he waits until the final payment and if the handicap cabin is open, he takes it for himself. How does he know someone would want to book it the last 60 days or so. He showed me the cabin, it was really nice and big compared to our. Their was even a wheel chair in the cabin, he said you never know when you MIGHT need it. I know this has to be rare for a TA to do this, but I am sure some passengers think the same way. I did make a comment to the TA, that there were a number of people with walkers and wheel chairs on board and hope they all HAD a special cabin. I don't think he got my little dig.

 

Cindy, as far as your email to Princess, it is the same no matter WHAT you write about, and also to ALL the cruise lines. But keep trying, some day some one may listen.

[catmand]

Hope you don't mind:

We did a last minute 2 night with NCL in October.

We had a 50 dollar on board credit. We only used 10 and figured the other 40 could go toward tips (you can use OBC for tips on Princess and Celebrity).

Final bill came, we owed a little over 40 bucks and 40 of our credit was charged off, wasted, not used. I inquired at the pursers desk and was told we got a letter in our stateroom explaining the onboard credits, obviously we did not, who would waste 40 dollars?

I sent a letter to NCL asking about this, in the letter I wrote: "When I inquired at the pursers desk I was told we should have had a letter in the cabin telling us what the credits can and can not be used for." We did not, obviously, if we had I am sure we could have found something to spend our credits on.

Just about three weeks later I received a response from NCL (pretty quick):

"We are very sorry to learn of the problem you encountered while on your cruise. Our review of the onboard credit which was issued to you, indicates a letter was sent to your stateroom advising that the $25.00 per person non-refundable credit would be placed on your account. The letter advised that the credit is good for purchases throughout the ship with the exception of Casino purchases and onboard gratuities."

My initial reaction was, does anyone even bother to read this stuff? NCL did apologize and give us 100 bucks onboard credit for a future cruise, to be used in one year and NOT for the Casino or Tips!

Customer service? It is all of them, think I.

[spongerob]

Catmand, it makes you wonder if the people sent to Customer Service are the ones that can't even make it in Accounts Receivable. :rolleyes:

[cjh]

I'm curious as to when you sent your email. I've never received a reply to a letter I sent to Corporate Offices last May. I know that they received it, as I sent it certified.

 

I sent the email on Nov 11th and they sent an email back on Nov 14th saying they would respond but their response time was about 2 weeks.

[fntsysprtswidow]

CJH - Thanks for the info. I guess after seven months, no response is forthcoming.

[nschurr]

Let me start my saying this is not meant to be a slam against Princess and contrary to other people who have had their cruise ruined by stupid things. Personally, I think the only way you can ruin a cruise is if the ship sinks.

 

I sent Princess an email with some comments and concerns from our cruise last February and today I got a 2 page letter with misinformation just like if you call Princess you will never get the same answer twice to the same question.

 

 

Thanks for your comments! Whenever I have complained about this on this board or another well known board, I get people slamming me for "slamming Princess" or Carnival. I cannot for the life of me understand why it is acceptable for the cruise lines to give untrue answers to questions by their representatives. Even as you pointed out, in their brochures. I don't understand why this is allowed? I have been thinking that we need to form a "consumer group" for cruisers to put pressure on the cruise lines to tell the truth. I don't know why they should not be held accountable for doing the same thing that other corporations would have legal actions taken against them. In my experience, it's not just one cruise line, I have had Princess, Carnival and Royal Caribbean to give untrue information. We had our first cruise on Princess this year and we loved it! Cruised with Carnival last year and are scheduled to cruise with Carnival in 07. I feel that because the industry is so popular and their profits are so enormous, they act as if they can lie to you, give you information that is untrue and the consumer will just take a $50.00 credit or nothing in most cases, and feel good about it. Well, I don't know about the rest of you, but I don't like being taken advantage of......thanks for giving me an outlet....:mad:

 

When complaining in writing to any cruise line, if you indicated that you were also posting you complaint on the Cruise Critic board, it might result in a more accurate and/or satisfactory response. Just a thought!

[Coral]

CJH - Thanks for the info. I guess after seven months, no response is forthcoming.

 

That is very unusual - Princess has always responded to my mailed correspondence to them - even if it is a short one page note thanking me for my comments.

[pooh53]

We were in Mazaltan in Oct. 2005, Regal Princess, and never received our merchandise form Casa Maya. (Pottery store in Zona Dorada).It is really a long story. Please could you give me the email address so I can file complaint with Princess to warn customers not to buy from this location. Thanks

[calikak]

cjh, I'd forward your concerns directly the accessibility compliance officer (anyone have her e-mail address?). She probably would want to know that the customer service department is giving out bad information, and if they just sent you a form letter, she probably never got word of your original concerns either.

 

I've had a TA suggest that I book an accessible cabin, even though I don't need one, because it's a bigger cabin at the same price. I don't think it's an uncommon practice, actually, because you don't have to prove you have a disability to book an accessible cabin.

 

For those who are curious, the proposed (still not official) standards for accessibility on cruise ships are available on the Access Board's website, http://www.access-board.gov.