Princess Vacation Planners

[Hobbes67]

We have been Elite with Princess for a long time, with 26 cruises on Princess.  All of a sudden I have been assigned a vacation planner who appears to be totally useless.    My most recent cancellation was on the Discovery Princess and I received a notification to call him as my cruise was cancelled and I need to rebook through him.  When I called him his voicemail said he was on vacation for a month and will call back when he returns.  I think called Princess and rebooked directly although they said the cruise would still be tied to him...  I did try talking to him after he returned to work to try and correct the pricing that they show on my cruise.  We were told they would honor our price of the canceled cruise, which they did not.  Each time I call he says to call back in several days and give them more time.  How do I get rid of him??  I called Princess and asked to have him removed and that did not work.

[Syracusefan44]

2 minutes ago, Hobbes67 said:

We have been Elite with Princess for a long time, with 26 cruises on Princess.  All of a sudden I have been assigned a vacation planner who appears to be totally useless.    My most recent cancellation was on the Discovery Princess and I received a notification to call him as my cruise was cancelled and I need to rebook through him.  When I called him his voicemail said he was on vacation for a month and will call back when he returns.  I think called Princess and rebooked directly although they said the cruise would still be tied to him...  I did try talking to him after he returned to work to try and correct the pricing that they show on my cruise.  We were told they would honor our price of the canceled cruise, which they did not.  Each time I call he says to call back in several days and give them more time.  How do I get rid of him??  I called Princess and asked to have him removed and that did not work.

Call Princess and ask to speak with a PVP “supervisor.”  I had a male PVP who we had difficulty with so I spoke to a supervisor and was assigned a new PVP  who is fantastic.  She has a group Facebook page and replies promptly to all emails and phone messages.

[memoak]

36 minutes ago, Syracusefan44 said:

Call Princess and ask to speak with a PVP “supervisor.”  I had a male PVP who we had difficulty with so I spoke to a supervisor and was assigned a new PVP  who is fantastic.  She has a group Facebook page and replies promptly to all emails and phone messages.

Sounds like ours. She is awesome

[pauon]

We had one assigned to us as last year.  He was terrible and beyond worthless.  Called Princess and had him removed from our account last week.

Edited November 9, 2021 by pauon

[san diego sue]

I also had a Vacation planner call me when my Discovery cruises were cancelled. I rebooked one week with her for March 27th. I had a question and emailed her. No response. Then I left her a phone message , no response. That was three weeks ago

 Got the name of another Vacation planner that our friends use. Emailed her this morning,  told her I wanted to switch to her and my problem with the first one.No response but she must have mentioned my email and what I said about the first person not responding to me. First one emailed me about an hour later.Said she was very busy with customers and must have missed my call and emails.

Then she called and left the same message.I emailed back and said I thought I was a customer too.

She called again and said she had about 500 emails and how busy she is etc. What a total jerk. Guess I won't be getting a vacation planner any time soon. I thought originally it would work better than being on the phone waiting for someone at Princess to answer.

I usually deal with a travel agent but sometimes I do book direct. My current Agent cruises a lot and I hate to interrupt her cruising to book or fix something. My person is very efficient so I really don't want to change companies.

[san diego sue]

1 hour ago, pauon said:

We had one assigned to us as last year.  He was terrible and beyond worthless.  Called Princess and had him removed from our account last week.

What number did you call to get the person removed? Do you have a direct phone number for that department?

[Hobbes67]

Wow, would love to find the great person that returns phone calls and has her Facebook page.  I will wait to call until I see if he can straighten out my pricing this week.  If not, I will call the supervisor as was mentioned.

 

Thank you for the recommendation!

[DUCHESSRN]

22 minutes ago, Hobbes67 said:

Wow, would love to find the great person that returns phone calls and has her Facebook page.  I will wait to call until I see if he can straighten out my pricing this week.  If not, I will call the supervisor as was mentioned.

 

Thank you for the recommendation!

We would also ...quite frustrated with TA at the moment. 

[Torfamm]

6 hours ago, san diego sue said:

What number did you call to get the person removed? Do you have a direct phone number for that department?

I contacted the casino department about a similar experience with a casino booking and they were able to get my request to a supervisor who removed the PVP from my booking 

[pompeii]

This question has come up before and I asked my PVP how to change PVPs and here is her response:

"I am sorry to hear your friend is unhappy with her vacation planner, she can call our (800)901-1172 number and press 0 or stay on the line until our support agents answer and can request a new vacation planner and they will transfer them to our supervisors to be reassigned."

 

My PVP is very responsive and has been a godsend during this time of cancellations and long waits on the regular line. Just yesterday morning I emailed asking her to switch some cruise credits around for me and told her no rush, just whenever she had a moment.  She wrote back early in the afternoon saying it's done.  This is typical of just about anything I ask, except when she has to get approval from another department.  She puts in the request right away but then of course we have to wait for the others to get back to her.  She has been helpful in opening up cabins for me to book on b2bs and recently got a cancelled cruise fare protected to a new cruise that wasn't on the replacement cruise list and was both longer and significantly more expensive.  She also got one of my cruise credits extended from the December 2022 deadline so that I could use it on a May 2023 cruise.

 

She was a "reassigned" pvp that I got a few years ago when I wasn't happy with the one I had.  

[kitty2264]

Our long time PVP is also missing in action.  When I call her direct number I get her voice mail which says she is out of the office for a while and that I can reach another PVP by pressing (0).  She has been missing for about a year now and if I email her I get no response.  If I ask a specific question on the voice mail someone else calls me back and I always ask about the return of my own PVP.  I am always told that she is on leave for a while and "will return".

 

We have used the same PVP for all of our 30+ princess cruises and are very loyal to her.  I am holding off on making my future cruise plans until she returns or until her voice mail is no longer available.

[pauon]

18 hours ago, san diego sue said:

What number did you call to get the person removed? Do you have a direct phone number for that department?

We called the main number from the web page.  Sat on hold forever, but one of our cruises had a huge price drop so it worked out by getting rid of the slug AND $1,300 off (each).  

[cltnccruisers]

We have a fantastic PVCOVID era cancelations, rebooking, cancelations, rebooking.....you know the routine.  She is super responsive, efficient and friendly.  We really lucked out.

[USCcruisecrazy]

Our PVP has been very attentive and quick to respond to any questions we've had.  She is definitely easy to work with.  Guess a lot of this is just hit and miss...get lucky and land a good one or get unlucky and get a dud!! 

[Hobbes67]

Well I called today to speak to the PVP Supervisor and was asked by the person who answered the phone what I needed.  When I explained I wanted to talk to the Supervisor because I did not want to work with the person they assigned to me.  She put me on hold to get the Supervisor and then came back and just said I was reassigned to Vince and she would transfer me to him.  I told her I had read a lot of negative reviews about people on Facebook and I wanted to make sure I got someone experienced.  She then transferred me to Vince!  Of course it went to voicemail and he said he only worked until 3:30. I don't expect to hear back from him.  I will just continue to call the regular number and talk to anyone that answers! 

[Ombud]

On 11/8/2021 at 8:25 PM, Hobbes67 said:

Wow, would love to find the great person that returns phone calls and has her Facebook page.  I will wait to call until I see if he can straighten out my pricing this week.  If not, I will call the supervisor as was mentioned.

 

Thank you for the recommendation!

Mine does (Initials M R) 

Edited November 13, 2021 by Ombud

[pompeii]

Mine also does.  Initials K S 

[Syracusefan44]

Mine is fantastic.  Was able to get us on a segment of 2024 World Cruise that was not available on the website. (Initials M G)

Edited November 13, 2021 by Syracusefan44

[koreakruiser]

When you use a PVP, do they offer any discounts from the web posted prices?

[Steelers36]

1 minute ago, koreakruiser said:

When you use a PVP, do they offer any discounts from the web posted prices?

They cannot do that.  Now, the pricing you see when looking at cruises on Princess.com is only two possible things.  One is the SAVER fare and one is the PLUS fare.  There may be multiple other fare codes that you are eligible for, but Princess.com only shows you one of each.  This is typically your best offer available (it should be).  A TA - whether internal PVP or external TA - has access to ALL eligible fare codes and may find something else that appeals to you.  Not really possible unless a pricing issue or it not showing past pax discount (which I have seen happen).  

 

A Princess PVP cannot give you anything better in terms of cruise fare.  Some outside TA's offer cash discounts or cash rebates in terms of OBC or gift cards. 

 

Note that some independent TA web engines do show multiple fare categories, so you can see them as well.

 

[ProfMHC]

Mine is a wonder 

initials D d W