Rare Womble99 Posted March 1, 2020 #1 Share Posted March 1, 2020 For the first time we are actually having significant ongoing issues with Princess and are in need of a contact within their resolution department if they actually have such a thing? Has anyone had to deal with issues that you have had no joy with through the regular channels and have dealt with someone who is actually responsible for resolving issues rather than just passing the buck. If you have would you mind sharing the process you went through or the contact details? Link to comment Share on other sites More sharing options...
Rare Womble99 Posted March 9, 2020 Author #2 Share Posted March 9, 2020 For anyone wondering, there is no such department that we ever found. in fact we could not even find anyone willing to stop passing the buck. In the end we just cancelled and will for now look elsewhere, hopefully for better service. Wishful thinking I know but hey it has to exist somewhere 🙂 Link to comment Share on other sites More sharing options...
Aus Traveller Posted March 9, 2020 #3 Share Posted March 9, 2020 Currently all cruise lines and also travel agents are overwhelmed with issues regarding the coronavirus outbreak. I don't think anyone can give you better service at the moment. I am waiting on hold with my TA and expect to wait for at least a couple of hours. Link to comment Share on other sites More sharing options...
Rare Womble99 Posted March 9, 2020 Author #4 Share Posted March 9, 2020 (edited) If it was an issue that had just popped up I would agree with you, but as we have been on the merry go round since before the New Year (pre coronavirus) my patience extends only so far. All of it to do with a move over, which guess what all of these passengers with FCC's will be using from their compensation will be categorized as. All I can say is god help them when something goes wrong with their booking.................... Edited March 9, 2020 by Womble99 spelling Link to comment Share on other sites More sharing options...
Rare OzKiwiJJ Posted March 9, 2020 #5 Share Posted March 9, 2020 I've seen comments on the Princess forum suggesting that sending a message to Princess through their FB page often gets results. Link to comment Share on other sites More sharing options...
Rare Womble99 Posted March 9, 2020 Author #6 Share Posted March 9, 2020 I did ask the question on their FB page, I got a less than helpful response from Princess. Link to comment Share on other sites More sharing options...
The_Big_M Posted March 9, 2020 #7 Share Posted March 9, 2020 I couldn't get a contact but just pushed things through their Sydney office. Took a bit of pushing but they came through in the end. Link to comment Share on other sites More sharing options...
The_Big_M Posted March 9, 2020 #8 Share Posted March 9, 2020 51 minutes ago, Womble99 said: I did ask the question on their FB page, I got a less than helpful response from Princess. Heh, sounds like Royal Caribbean. Every enquiry on fb is told to call their customer service for resolution (or they take details to get customer service to call them back). Link to comment Share on other sites More sharing options...
Rare Womble99 Posted March 9, 2020 Author #9 Share Posted March 9, 2020 They were so helpful on the FB page that they just referred me to their new and improved cancellation policy (which doesn't actually even apply to the cruise I had asked about). Top suggestion that to help fix an issue, just refer me to the cancellation policy 👍 Obviously business is booming and customer retention is on the top of their priority list, I literally couldn't spoon feed them any longer. Link to comment Share on other sites More sharing options...
NSWP Posted March 10, 2020 #10 Share Posted March 10, 2020 On 3/9/2020 at 1:48 PM, Aus Traveller said: Currently all cruise lines and also travel agents are overwhelmed with issues regarding the coronavirus outbreak. I don't think anyone can give you better service at the moment. I am waiting on hold with my TA and expect to wait for at least a couple of hours. Some Americans are reporting holding on the phone to Princess Cruise HQ for up to 6 hours, must be busy. Link to comment Share on other sites More sharing options...
NSWP Posted March 10, 2020 #11 Share Posted March 10, 2020 On 3/9/2020 at 1:41 PM, Womble99 said: For anyone wondering, there is no such department that we ever found. in fact we could not even find anyone willing to stop passing the buck. In the end we just cancelled and will for now look elsewhere, hopefully for better service. Wishful thinking I know but hey it has to exist somewhere 🙂 They have a Customer Relations Dept in Princess HQ Santa Clarita, California. I had to contact them one time...Toll Free (800) 412-1700. E Mail customerrelations@princesscruises.com Their mailing address is Princess Cruises 24844 Avenue Rockefeller, Santa Clarita, CA9135-1283 Good luck. Link to comment Share on other sites More sharing options...
Rare MicCanberra Posted March 10, 2020 #12 Share Posted March 10, 2020 It may be a good result if you can eventually get through. Link to comment Share on other sites More sharing options...
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