Princess cancels my Sept. 26/21 cruise

[pms4104]

25 minutes ago, CeCe_ said:

I hope you will find a better TA moving forward.  I would not use Sabrina's help anymore.  I don't know who she is but from what you said, she does not seem to be a good TA.  I have cancelled my bookings for a week now and still have not yet getting the refund.  I will wait two more business days to call if it is still not showing up in my statement.

 

Sabrina is a Princess-employed rep, not a TA

[pms4104]

With 8am PT only minutes away I would hope the OP is ready to dial Princess and find out what's going on.

[007colocruz]

I do not want to speculate and yes, I am about to call them. I will come back to share. 
I am a patient person. 
we are both, healthy and vax Pfizer 2 doses 

[wvdeedee]

58 minutes ago, CeCe_ said:

I hope you will find a better TA moving forward.  I would not use Sabrina's help anymore.  I don't know who she is but from what you said, she does not seem to be a good TA.  I have cancelled my bookings for a week now and still have not yet getting the refund.  I will wait two more business days to call if it is still not showing up in my statement.

 

I cancelled on Thursday, August 5 around 2 PM EDT. The agent at Princess, Ann Marie, told me between 5-7 business days for cancellation to be processed (has to go to another department) and maybe 3-5 days beyond for the refund to appear against my credit card. Basically, she said to start looking for it around August 19th or 20th.

[007colocruz]

Phoned Princess & talked to Alyssa, a very nice agent. 11 am today 

Sabrina, a Princess agent whom I talked to after getting mask/ test email took it upon herself to cancel my cruise & flight. 
 

As mentioned earlier I called to ask about the cruise with confidence policy. I asked to speak to a supervisor. She said there was none available and put me on hold. Line went dead 

 

Sabrina decided on her own to cancel my booking without me knowing or asking for this 

 

Alyssa could reinstate it, but I have decided to take the full refund to my credit card instead. 
 

Because of the mask & testing policy they are letting us cancel without penalty or FCC until end of October Alyssa said. 
 

Hope this helps others. I am back to using a local TA 

 

[GonzoWCS]

5 minutes ago, 007colocruz said:

Phoned Princess & talked to Alyssa, a very nice agent. 11 am today 

Sabrina, a Princess agent whom I talked to after getting mask/ test email took it upon herself to cancel my cruise & flight. 
 

As mentioned earlier I called to ask about the cruise with confidence policy. I asked to speak to a supervisor. She said there was none available and put me on hold. Line went dead 

 

Sabrina decided on her own to cancel my booking without me knowing or asking for this 

 

Alyssa could reinstate it, but I have decided to take the full refund to my credit card instead. 
 

Because of the mask & testing policy they are letting us cancel without penalty or FCC until end of October Alyssa said. 
 

Hope this helps others. I am back to using a local TA 

 

WOW.  Glad you are satisfied, but WOW

[ebeluga]

11 minutes ago, 007colocruz said:

Phoned Princess & talked to Alyssa, a very nice agent. 11 am today 

Sabrina, a Princess agent whom I talked to after getting mask/ test email took it upon herself to cancel my cruise & flight. 
 

As mentioned earlier I called to ask about the cruise with confidence policy. I asked to speak to a supervisor. She said there was none available and put me on hold. Line went dead 

 

Sabrina decided on her own to cancel my booking without me knowing or asking for this 

 

Alyssa could reinstate it, but I have decided to take the full refund to my credit card instead. 
 

Because of the mask & testing policy they are letting us cancel without penalty or FCC until end of October Alyssa said. 
 

Hope this helps others. I am back to using a local TA 

 

That is not a mistake Princess could afford to let their employee make - cancelling customer's booking without customer confirmation.

[cruzsnooze]

It sounds like you did the damage unintentionally by stating how unhappy you were about the restrictions and made inferences to cancelling and she took it literally. You brought up the canceling with questions about the policy. There's two sides to every story and we don't know how you came across to the the Princess agent.  It's a good reminder to us of how to communicate clearly. 

Edited August 11, 2021 by cruzsnooze

[007colocruz]

7 minutes ago, cruzsnooze said:

It sounds like you did the damage unintentionally by stating how unhappy you were about the restrictions and made inferences to cancelling and she took it literally. You brought up the canceling with questions about the policy. There's two sides to every story and we don't know how you came across to the the Princess agent.  It's a good reminder to us of how to communicate clearly. 

So true. 
 

thanks for your kind concern

 

[007colocruz]

Last post. They keep disappearing 

[007colocruz]

Spoke too soon. Princess called. We will decide on Monday what we will do 

[Cruise Raider]

1 hour ago, 007colocruz said:

Phoned Princess & talked to Alyssa, a very nice agent. 11 am today 

Sabrina, a Princess agent whom I talked to after getting mask/ test email took it upon herself to cancel my cruise & flight. 
 

As mentioned earlier I called to ask about the cruise with confidence policy. I asked to speak to a supervisor. She said there was none available and put me on hold. Line went dead 

 

Sabrina decided on her own to cancel my booking without me knowing or asking for this 

 

Alyssa could reinstate it, but I have decided to take the full refund to my credit card instead. 
 

Because of the mask & testing policy they are letting us cancel without penalty or FCC until end of October Alyssa said. 
 

Hope this helps others. I am back to using a local TA 

 

 

Wow!  I'm so sorry to hear this happened to you.  

My July 25th sailing was inadvertently canceled and I called my PVP really quickly when I saw my room was once again available on the website.  She reinstated my entire reservation for me for the original pricing.  My EZ air had also been canceled and had gone up since I first booked it.  She was able to get me my original pricing on the air back as well.  

Whew!!  

A good PVP or TA are worth their weight in gold.  

[namowal]

My dad is having similar problems- was booked for a cruise in November and got bounced.  Not sure of the details, but it sounds like they had his payment information but never charged him.  When he tried to contact them by phone, he couldn't get through to anything but recordings.
I wonder what's going on?  Sometimes companies start getting very dysfunctional before they declare bankruptcy... 🤨

[007colocruz]

Just now, 007colocruz said:

Spoke too soon. Princess called. We will decide on Monday what we will do 

I have tried answering your questions but several times my posts disappear. Think I am having website problems. 

[snoodqueen]

Canadians have no problems flying to or from the US.   The OP is right to be concerned as to why she was cancelled without warning or reason.  We've all had  cruises cancelled due to the pandemic but not after paid in full on an active sailing.  Princess needs to step up their game on Customer Service.

[Steelers36]

2 hours ago, cruzsnooze said:

I think that may be the problem. It could be the airline won't let them fly to the USA or such. Canada changes it's policies based on the covid progress. The OP doesn't answer the question about their citizenship. Of course only Princess can explain what's going on.

The OP has not declared where they are from, although "colo" appears in their handle which could mean Colorado.  Nonetheless, there are no restrictions on flying from Canada to USA.  Only the land border is closed.  It is the USA that decides who can fly there - not the other country(ies).

[coolbreeze!!!!]

I had booked a cruise tour for June 2022 and paid in full directly with Princess. About 1-month after booking my cruise it disappeared from the Cruise Personalizer. I called Princess and they told me I cancelled the cruise and my paid in full balance had been refunded to my credit card. I argued with them that I had not initiated the cancellation and they told me they would get back with me. Later that day I received a call from Princess with an apology and was told the booking was re-established as originally booked, but I would have to put another deposit down since the original paid in full was refunded. This time I only paid the $400 deposit. Who knows?

[pms4104]

33 minutes ago, 007colocruz said:

Spoke too soon. Princess called. We will decide on Monday what we will do 

Odd there is no one there today empowered to work this out ... maybe The Fixer works Mondays only.

[CeCe_]

2 hours ago, 007colocruz said:

Sabrina decided on her own to cancel my booking without me knowing or asking for this 

 

I was thinking on the back of my head earlier it was an act of Sabrina!

 

I also had incidents with another "Princess Assigned Planner" who took upon her liberty to book me several sailings with random assigned cabin WITHOUT my consent or awareness of her actions.  I spent several hours on the phone with the main line to fix the messes.  In one occasion, she made a booking on Friday evening before the end of her shift, leaving me angry over the entire weekend until I was able to talk to her on Monday.  I had to tell her to leave me alone!

[echoshipmate]

we also had our  cruise cancelled by Princess, we received the dreaded your cruise has been cancelled email. Ours was a casino offer, and the story we were told by Princess was that the casino department failed to pay the other side of the organization their portion of our fare thereby triggering the cancellation for non payment. After long holds and conversations, it was reinstated exactly as it was.  Was your cancelled cruise a casino offer? Your situation sounds like ours.

[cruzsnooze]

31 minutes ago, CeCe_ said:

 

I was thinking on the back of my head earlier it was an act of Sabrina!

 

I also had incidents with another "Princess Assigned Planner" who took upon her liberty to book me several sailings with random assigned cabin WITHOUT my consent or awareness of her actions.  I spent several hours on the phone with the main line to fix the messes.  In one occasion, she made a booking on Friday evening before the end of her shift, leaving me angry over the entire weekend until I was able to talk to her on Monday.  I had to tell her to leave me alone!

Many TA's routinely "hold" a cabin you're inquiring about even though it isn't specifically asked for. It's to hold the price intact and expires in 72 hours, so they believe they are doing you a favor. 

I think when the OP stated to the Princess rep "how" the cancellation policy works the rep heard or assumed the OP was  wanting to cancel. Again clear communication such as "I want to know how something works BUT do not touch my reservation. It shouldn't be necessary but with the lack of customer service it is the way things are going. 

[CeCe_]

12 minutes ago, cruzsnooze said:

Many TA's routinely "hold" a cabin you're inquiring about even though it isn't specifically asked for. It's to hold the price intact and expires in 72 hours, so they believe they are doing you a favor. 

I think when the OP stated to the Princess rep "how" the cancellation policy works the rep heard or assumed the OP was  wanting to cancel. Again clear communication such as "I want to know how something works BUT do not touch my reservation. It shouldn't be necessary but with the lack of customer service it is the way things are going. 

 

In my case, I had an online chat inquiring a situation.  Evidently, they forwarded to a planner and resulted a few curtesy holds.  I worked with the main line to remove all of curtesy holds; a day later she created them back!  They may think that they are doing me a favor, but it was uncalled for.  

Edited August 11, 2021 by CeCe_

[wineglass]

We had something similar happen once. I called Princess to inquire if it was possible to switch cabins on a booked cruise. We decided to stay where we were, but I discovered the agent had already switched our cabin. We called right back and got it reversed back to our original cabin. It took a while, as the Princess computer system still listed our old cabin as occupied and unavailable.  Now, if I make any inquiry, I strongly let them know to make no changes until I tell them to. 

[cruzsnooze]

26 minutes ago, CeCe_ said:

 

In my case, I had an online chat inquiring a situation.  Evidently, they forwarded to a planner and resulted a few curtesy holds.  I worked with the main line to remove all of curtesy holds; a day later she created them back!  They may think that they are doing me a favor, but it was uncalled for.  

Although I agree with you it's what they do. Trying to break their routine is frustrating and fruitless. I've had it happen to me and I just let the booking expire because calling them takes a lot of work and time. I see where the person who is supposed to customer service oriented is not. After one gets through a terribly long phone menu of which you pressed one for English you get a litany of choices and many times they don't correspond to what you are calling about. 

[007colocruz]

18 minutes ago, wineglass said:

We had something similar happen once. …..  Now, if I make any inquiry, I strongly let them know to make no changes until I tell them to. 

I started my conversation with I am calling to just ask a question about your cruise with confidence policy 

When I asked for a Supervisor , put on hold for over an hour, I would expect someone to come back to ask me if I want to cancel. Surprised to hear similar stories.