Who to call if EZ-Air booked flight is canceled

[Princess18]

I booked my flight thru Princess EZ Air.  Just wondering, if my flight gets canceled, do I call Princess or the airline directly?   I’d want to find another flight asap and think it would be faster to utilize the airline’s website/app to secure a flight, but wonder if I’ll need to work directly with Princess.  Thanks.

[dog]

look at your travel summary in the personalizer.  All the phone numbers & information is there.

Edited June 20, 2022 by dog

[azbirdmom]

Have you paid for the flight yet or is it just a reservation?  Have you looked at the airline's website to see if you've been moved to a different flight?  And when is the flight?  Lots of options including cancelling and rebooking it yourself if you haven't paid yet depending on the circumstances.

[dreaminofcruisin]

It also depends on how soon is your flight? If you are not yet to 45 days and you booked Flexible, you can just cancel them online and rebook them there or book them on the airlines website. I think if you are within 45 days, the tickets have already been purchased (see if there are ticket numbers on the travel summary) and you have other options with the airline that cancelled the flight, I think you can either call the airline or princess.

 

Note that mine and others experience is that Princess EZ Air is 'too busy' to even talk to you unless your flight is within about 30 days.

 

If you are enroute, as noted above, the enroute number is on the travel summary. If you can stick to the same airline, I think you can contact them and that might be faster....

[clueless2]

One of my flights for a cruise in October was cancelled yesterday.   I just rescheduled a different flight using FLIGHTS under the Princess Cruise Personalizer.  I used a TA to book the cruise.

 

DO NOT CANCEL and then REBOOK THE FLIGHTS.  I'm pretty sure you could be charged whatever the current price is if you do that.   The way I did it there was NO change in the price even though the price had increased for NEW bookings.

 

If the flight is cancelled on the day of the flight then use the Princess En route Assistance number: 800-545-0008

[clueless2]

Also my flights had NOT been ticketed yet.

[Princess18]

My flight & cruise is next week.  With so many canceled flights lately, I’m keeping my fingers crossed.  But, in case my flight would be canceled, I’m trying to understand who I should call to quickly try for another flight.

[GloriaF]

We booked with EZ Air and our flight was cancelled on the last leg of our travel just this weekend.    Because it was 5:30 AM Eastern time, calling Princess or the TA was not an option.  We worked directly with the airline.  If needed the airline will also give you meal, hotel, and transportation vouchers.  It's not fun having canceled flights, but it all worked out in the end.

[caribill]

5 hours ago, Princess18 said:

My flight & cruise is next week.  With so many canceled flights lately, I’m keeping my fingers crossed.  But, in case my flight would be canceled, I’m trying to understand who I should call to quickly try for another flight.

 

Princess wants you to work directly with the airline in this case. Only if the airline cannot provide an acceptable solution will you need to contact Princess.

 

If the airline solution may cause a problem (timing to arrive for the cruise), do call Princess to let them know of your new travel schedule.

 

As posted above, the Princess En route Assistance number: 800-545-0008

[Princess18]

Thank you!

[roxievegas]

I am currently on hold with EZAir - our flight returning from NYC in September was changed by the airline to a 9:30 am flight - no notice to me or to Princess.

 

I called Princess yesterday and they said i had to call the AA airline.  I called and they said that the ticket has not been paid for yet (by princess) I paid in Octber 2021 and they could not change anything.

 

I am now on the phone waiting to talk to someone.  This is why we do not like flying  to take a cruise - too much outside interference.  We just returned from San Francisco and our flight was delayed two hours due to plane problems.  Too much hassle to fly and make all the arrangements

 

If Princess doesn't get this resolved, I will be cancelling our cruise and get my money back.

[roxievegas]

Update:

 

I have talked to four different departments - there is no direct number for EZAIR and the wait is now over 2 hours.  I finally hung up and will try again later - I have a life and need to do something else than try to get help from Princess.

I emailed the Casino department - they are the ones that booked our cruise - I got a response that I would be contacted in FIVE business days - no thank you

 

I will not book air through Princess again.  I may not go on Princess again.

 

Very frustrating.

[adstz]

15 hours ago, Princess18 said:

My flight & cruise is next week.  With so many canceled flights lately, I’m keeping my fingers crossed.  But, in case my flight would be canceled, I’m trying to understand who I should call to quickly try for another flight.

EZair emergency number to call for in route flight issues (USA)  1-800-545-0008

[roxievegas]

I called Princess again at 10:30 a.m. - on hold for two hours - finally got an EZAIR rep.  Explained the problem and gave her the "new" flight we would like to be booked on.  She said she would put me on hold and check it out - but she did take my number in case we got disconnected.

 

30 minutes later she was back - did not know why AA had changed our flight, but she asked if i would accept a flight that would leave 2 hours later than the original - I told her NO - give me the "new flight" that I ask you about earlier

 

15 minutes later she was back - good news she found a flight (it was the same "new" flight I gave her)

So after 3 1/2 hours I finally got my flights set.

 

Now I have to call AA and get my seat assignments.

 

Do not use EZAIR - work directly with the airlines.

[rcp6146]

6 hours ago, roxievegas said:

Update:

 

I have talked to four different departments - there is no direct number for EZAIR and the wait is now over 2 hours.  I finally hung up and will try again later - I have a life and need to do something else than try to get help from Princess.

I emailed the Casino department - they are the ones that booked our cruise - I got a response that I would be contacted in FIVE business days - no thank you

 

I will not book air through Princess again.  I may not go on Princess again.

 

Very frustrating.

LOL - - I waited on hold for 2 hours and 50 min before the call was picked up and I was told the office had closed for the day while I was on hold . . . Please call back during business hours . . . The flight I have booked through eZAir for my return trip was changed to 8:30am which is before the boat gets back . . Delta notified me 36 days ago but Princess is not yet up to speed . . 

[roxievegas]

I am calling AA tomorrow to make sure any changes to either of my flights, I  will be notified immediately.  Don't know why they didn't for my current problem, but maybe they had notified Princess, but they don't want to admit it

 

Very poor customer service in the EZAIR department

[PacnGoNow]

10 minutes ago, roxievegas said:

I am calling AA tomorrow to make sure any changes to either of my flights, I  will be notified immediately.  Don't know why they didn't for my current problem, but maybe they had notified Princess, but they don't want to admit it

 

Very poor customer service in the EZAIR department

Yes, AA can look at their history and tell you when the schedule change was sent to EZAIR.  
There is an option on EZAir when you book it to opt out of notifications from the airlines.

Don’t know why anyone wouldn’t want to know about it.

 

Download AA app so you can watch your flight.  You probably already did that.  Good luck

Edited June 21, 2022 by PacnGoNow

[Esprit]

I found out yesterday via my credit card company that British Airways had cancelled our 23 July 2022 inbound flight from Barcelona (disembarking Regal).

 

Logged into my Princess account to view the flight details. Nothing had changed but I couldn't try to modify the flights like I could on previous visits. instead, I got an error message stating the "itinerary you are trying to retrieve has a schedule change that is not reflected in our system". Just great!

 

Decided to reluctantly ring the UK Princess office number this morning and was on hold for over 30 minutes!

 

The Princess Rep' got the new flight sorted without any fuss or excuses. Thank you Jane. 👍

[triple7tahoe]

We booked, paid for and were confirmed on our outbound flight about 6 months ago. Received confirmation email showing flight confirmation about a month ago. Flight is next week. In checking Cruise Personalizer two weeks ago, I found that I now had a new airline, new flight time and had lost non stop flight with NO notice from EZAir. I wonder what would of happened if we had shown up at original flight time/ original airline since new flight is 3 hours earlier? Anyhow, after spending over six hours on chat and phone with EZAir I was told questions would be answered within 5-7 business days. That was three weeks ago and no answer yet. Also was told that air department is only working on flights within 7 days. I am sure that I have lost any chance of getting seats back that had been confirmed (and paid for) but sure would like to know how they can change airline and time without notifying me? I am told that when they do answer it will be by EMail so no chance for conversation. Extremely disappointed in EZAir

 

[PacnGoNow]

16 minutes ago, triple7tahoe said:

We booked, paid for and were confirmed on our outbound flight about 6 months ago. Received confirmation email showing flight confirmation about a month ago. Flight is next week. In checking Cruise Personalizer two weeks ago, I found that I now had a new airline, new flight time and had lost non stop flight with NO notice from EZAir. I wonder what would of happened if we had shown up at original flight time/ original airline since new flight is 3 hours earlier? Anyhow, after spending over six hours on chat and phone with EZAir I was told questions would be answered within 5-7 business days. That was three weeks ago and no answer yet. Also was told that air department is only working on flights within 7 days. I am sure that I have lost any chance of getting seats back that had been confirmed (and paid for) but sure would like to know how they can change airline and time without notifying me? I am told that when they do answer it will be by EMail so no chance for conversation. Extremely disappointed in EZAir

 

Download the airline app, see if u can do seating.  Or call the airline.  Did they ticket you?  They can see in the history when the schedule change happened. 
Do you see the flight information in the travel summary?

I would want to see a copy of my eticket and print it out.  You can do this on most airline websites. 

[roxievegas]

As I said earlier, I had to wait 2 hours on the phone.

Check the airline schedule and see what flights you would prefer.  Call EZAIR and get them to change you to your "new" choice".  It was the airline that changed your flights, now EZAIR, but they should fix it at no cost to you.

[rcp6146]

Same here, I guess . . . The way I look at it they must have to have the ship back in port sooner than they said or I will miss the 8:30am flight . . . CRAZY . . . And since we are booked in first class, the number of seats are limited and disappearing daily . .  so they may have to just put me up in a hotel over night to find open seats the next morning . . Princess still shows my return flight leaving at 11:20am but Delta had informed me almost two months ago they changed my return to 8:30am . . .I was able to keep my seats on the 8:30am flight - I just doubt Princess will get me to the airport on time.

 

Edited June 28, 2022 by rcp6146

[dog]

2 hours ago, rcp6146 said:

Same here, I guess . . . The way I look at it they must have to have the ship back in port sooner than they said or I will miss the 8:30am flight . . . CRAZY . . . And since we are booked in first class, the number of seats are limited and disappearing daily . .  so they may have to just put me up in a hotel over night to find open seats the next morning . . Princess still shows my return flight leaving at 11:20am but Delta had informed me almost two months ago they changed my return to 8:30am . . .I was able to keep my seats on the 8:30am flight - I just doubt Princess will get me to the airport on time.

 

You need to follow advice above.

 

Do it now.

 

you most likely will not make an 8:30 am flight.

airports are crazy now.

 

by the way—-it is not just US carriers.My son was delayed in NYC by 2 days over Air Canada cancellation & I am being delayed by 1 day for an Air Canada cancellation in Bermuda.

 

I have the Air Canada app on my iPhone and can check my flights and seats quite easily.  No notification by email was given to me by AC Vacations or the airline.

 

 

[rcp6146]

41 minutes ago, dog said:

You need to follow advice above.

 

Do it now.

 

you most likely will not make an 8:30 am flight.

airports are crazy now.

 

by the way—-it is not just US carriers.My son was delayed in NYC by 2 days over Air Canada cancellation & I am being delayed by 1 day for an Air Canada cancellation in Bermuda.

 

I have the Air Canada app on my iPhone and can check my flights and seats quite easily.  No notification by email was given to me by AC Vacations or the airline.

 

 

??  Do what now??  I have waited on hold for 3 hours only to be told the office closed for the day while I was waiting . . I have sent email -  I have chatted . . .Princess says it takes a week or so to catch up with the airlines changing a flight but it has been almost 2 months . . The airlines can't help me because it was booked through Princess and Princess can't help me until the record gets straightened out . . 

[beg3yrs]

2 hours ago, rcp6146 said:

??  Do what now??  I have waited on hold for 3 hours only to be told the office closed for the day while I was waiting . . I have sent email -  I have chatted . . .Princess says it takes a week or so to catch up with the airlines changing a flight but it has been almost 2 months . . The airlines can't help me because it was booked through Princess and Princess can't help me until the record gets straightened out . . 

I understand the frustration. IIRC Princess opens the "office" at 9AM Pacific Time. If you're in NY as your info states, call at noon and hopefully the wait time will be shorter.