On hold for 4 hours and still waiting. How do you get to speak with an agent?

[caribill]

9 hours ago, Roberto256 said:

I suggest calling a different cruise line.  😞

 

 

Unfortunately that is a truthful answer.

 

I do have a booking with another cruise line and needed to call them three times recently. Each time I was connected with an agent within 30 seconds.

 

 

[caribill]

[dog]

9 hours ago, kiwimum said:

This is where you need a CVP.  Emailed mine today for a price drop on a January 4 cruise.   1 hour later all taken care of with a credit coming my way.

Contacting Princess is going to be worse for the next couple of weeks with the holiday shut down 12/24 they 1/2.

tried this 2 weeks ago. Still waiting. Only hear from her when she sees I put a new booking on hold. 
 

up until pandemic I had a long time very reliable Travel Agent, but agency didn’t survive.  

[dog]

The three Princess agents I spoke to last week were working from home- one said Atlanta, another NY State. Someone from Clarita phoned & left a message yesterday. I could not understand a word of it. I keep checking my booking to make sure they don’t change it. 

[leck57]

14 hours ago, Hlitner said:

Tis not a problem since we use a decent cruise agency and let them deal with the holds.  The bonus is we also save a lot of money on each booking.

 

Hank

 

Agree. After reading the comments in this thread I will never book direct with Princess in the future and will continue to use a TA. They can then wear the frustration. Being on hold 2 to 4 hours is beyond belief.

[Coral]

I wonder if they have a lot of cancellations due to omicron. 

[dog]

40 minutes ago, Coral said:

I wonder if they have a lot of cancellations due to omicron. 

We are getting news today re: non essential travel… so there may be some cancellations coming from Canadians 

 

my cruise is last week of March 2022, so hoping for the best 

[geoherb]

I was charged for a drink I did not order when Princess sent my final statement the night after my cruise ended this past week. I filled out the form online and will wait a week for a response/resolution. I did not want to wait on hold.

 

Before my cruise, I was on hold several times. The worst time was when I finally got through to someone who told me the department I needed was closed.

 

[billco]

10 hours ago, PescadoAmarillo said:

The problem is that quite often the call has to be transferred to Customer Relations. I’ve waited an hour for the first person to pick up, and then over two hours for Customer Relations. And then what I asked for (the refund of refundable FCDs) is still not done months later. 
 

People too often say that they have their TA do the holding. In our case, we have no Princess cruises booked. There is no TA. I’m simply trying to get back refundable money. This has been the ongoing story of my life with Princess for almost two years. 
 

I’m so over it. 

Same here. I cancelled an EZair flight last August after final payment, but before the 45 day window. After several calls where I was told it would be expedited through the Revenue Dept, I filed the Support Request a few weeks ago like Geoherb above. Still nothing, so I tried calling again. After 45 minutes on hold someone answered, but I accidentally hit the wrong button and disconnected the call. After another 45 minutes on hold someone answered. Since she couldn't do anything she transferred the call to Revenue. I was on hold for three hours before I hung up. Got a good workout on my rowing machine and finished some other chores, so it wasn't a complete waste. I opened a dispute on my Apple card and got a refund while they are investigating. Be very careful on making changes to EZair flights after final payment. It takes forever to get a refund.

Edited December 15, 2021 by billco

[billco]

46 minutes ago, geoherb said:

I was charged for a drink I did not order when Princess sent my final statement the night after my cruise ended this past week. I filled out the form online and will wait a week for a response/resolution. I did not want to wait on hold.

This is the response I got when i submitted a refund request a couple of weeks ago for a EZair flight cancellation I made last August. 

"You have successfully submitted your refund request. Standard processing time is approximately four to six weeks from date of receipt."

Edited December 15, 2021 by billco

[thinfool]

21 hours ago, chalex said:

Any ideas anyone? There is also no live chat on their website. Beyond frustrated,.

 

Use Twitter.  Many large companies are doing customer service with it.  Beats hanging on the phone for hours and hours.

[Level six]

21 minutes ago, thinfool said:

 

Use Twitter.  Many large companies are doing customer service with it.  Beats hanging on the phone for hours and hours.

I don't know anything about twitter, but is your conversation private? 

[dog]

1 hour ago, thinfool said:

 

Use Twitter.  Many large companies are doing customer service with it.  Beats hanging on the phone for hours and hours.

Too personal to post on Twitter or Facebook. They ask for booking number etc if 

[BabsinTX]

On 12/14/2021 at 3:10 PM, Astro Flyer said:

 

Calling as soon as they open at 0800 PT has also worked best for me recently…less than a 5 minute wait.

I called this morning after multiple live chats failed.  I started calling a few minutes before 8am PST, and kept calling until I got someone.  Be sure you have everything you might need when you reach someone!

[StLouisCruisers]

I emailed my TA late this afternoon about the new sale on Princess and asked her to check on refaring my June 2022 booking.  Seems like the price had gone down with the same goodies I already had on my booking. 

 

This TA is a TOP Princess agent, and she said she'd been on hold with Princess for 6 hours already today!  She is going to put me on the list for tomorrow's call.   She said you can't do business like this!

[pms4104]

'Tis a slippery slope Princess is marching down.

 

What a way to treat one's clients AND, worse, travel agents!

 

Sounds like they won't need to worry much longer whether to answer phones or not.

Edited December 16, 2021 by pms4104

[Steelers36]

4 hours ago, BabsinTX said:

I called this morning after multiple live chats failed.  I started calling a few minutes before 8am PST, and kept calling until I got someone.  Be sure you have everything you might need when you reach someone!

 

2 hours ago, StLouisCruisers said:

I emailed my TA late this afternoon about the new sale on Princess and asked her to check on refaring my June 2022 booking.  Seems like the price had gone down with the same goodies I already had on my booking. 

 

This TA is a TOP Princess agent, and she said she'd been on hold with Princess for 6 hours already today!  She is going to put me on the list for tomorrow's call.   She said you can't do business like this!

 

1 hour ago, pms4104 said:

'Tis a slippery slope Princess is marching down.

 

What a way to treat one's clients AND, worse, travel agents!

 

Sounds like they won't need to worry much longer whether to answer phones or not.

 

 

It's not just Princes (although they may be the worst).  A couple of TA's I know at a large agency have multiple cellphones, plus landline and they can have multiple cruise lines on hold waiting for someone to respond.

 

[caribill]

18 hours ago, Coral said:

I wonder if they have a lot of cancellations due to omicron. 

 

Probably not if you booked directly because you can't get through to Princess to cancel without spending hours on hold.

[Roberto256]

13 hours ago, pms4104 said:

'Tis a slippery slope Princess is marching down.

I still have some CCL stock ... that I bought at 8 ... thank god.

 

With the reduced capacities, etc  I'm thinking is might be a long time for carnival corp to recover.

 

 

[thinfool]

20 hours ago, dog said:

Too personal to post on Twitter or Facebook. They ask for booking number etc if 

Private messages are a 'thing' on Twitter and giving your booking number to them is not an issue.  It's not out of the question that they may give you a phone number to call for your problem.

Edited December 16, 2021 by thinfool

[dog]

2 minutes ago, thinfool said:

Clearly you know little about Twitter.  Private messages are a 'thing' on Twitter and giving your booking number to them is not an issue.  It's not out of the question that they may give you a phone number to call for your problem.

Sorry, not for me. Lesson learned. But you go ahead. 

[dog]

40 minutes ago, thinfool said:

Private messages are a 'thing' on Twitter and giving your booking number to them is not an issue.  It's not out of the question that they may give you a phone number to call for your problem.

Thanks for your advice. There are numerous phone numbers for Princess on their website and many, lately end up in the same place, on hold. 
also, a few very knowledgeable members on here have posted further ways to contact Princess. 
 

yes, I agree for some, a quick response may come from social media-  which I have had compromised in their private messaging. 
 

as I said, not for me, but go ahead 

done here

Edited December 16, 2021 by dog

[Italy52]

After reading all the posts I don't feel too bad.  Yesterday, I waited an hour for my big box TA to answer so I could take advantage of the new Princess Promo.  After the agent answered, we waited another hour for a Princess agent --- 2 hours in all, seems like I might be one of the luckier callers.

[ROWSE]

Yesterday I followed the advise on here of calling first thing in the morning upon opening and I was 

on hold maybe only 10 minutes for first representative, but they had to send me to the next

level up and that was another 20 minutes. 

I also count myself lucky for that wait time.  It was to re-fare to the lower rate on the BSE sale for a May 2022, and it was a $542 lower amount so SCORE!!!

 

[dog]

27 minutes ago, ROWSE said:

Yesterday I followed the advise on here of calling first thing in the morning upon opening and I was 

on hold maybe only 10 minutes for first representative, but they had to send me to the next

level up and that was another 20 minutes. 

I also count myself lucky for that wait time.  It was to re-fare to the lower rate on the BSE sale for a May 2022, and it was a $542 lower amount so SCORE!!!

 

Wonderful!

 

I did the same first thing this morning to refare for casino rate BSE offer. Saved $500 pp. no wait on phone.  
 

Edited December 16, 2021 by dog