Princess Policy on Covid Refund Requests

[billco]

Last August my wife tested positive on the last night of our cruise on the Enchanted Princess. The next morning we were transported to a hotel near Heathrow Airport to spend 5 days in isolation at Princess expense. Instructions said we would have a meal allowance of $100 per person/day and to submit a refund request (no receipts required) directly to Princess at Princess.com/refund-request, which we did. I got a confirmation number, but haven't heard anything since. I asked my CVP who I could contact and she said "As far as Covid refund requests, the new requirement is that everything needs to go through PVP first. If you have not had a response from your refund requests submitted in August you might have to re-submit through aontravelclaim.com." To me, this means I have to submit to insurance who will deny and the submit another refund request to Princess. Who knows how long this will take. Anyone else experience something similar?

[MainePrincess]

Hello.  I also tested positive in August.  I was aboard the Caribbean Princess and was in isolation for 6 days.  I have been trying to get the cruise credit for those days in isolation.  Through several contacts via online chat, email, and phone calls, I have gotten different replies depending on whom I talked to.  So far, none of them have suggested going through Aon.  I have not gotten the credit yet, or any definitive answer on when it will be processed.  I know this is not the same as reimbursement for out of pocket expenses, but it does show that refunds are still being processed from August.

 

[memoak]

We were in covid jail in the Royal August 30. Then 6 days quarantine in Vancouver hotel. Had the push our CVP to escalate but finally got all FCC’s for time in isolation, $100 pp per day for Vancouver cruise quarantine and full reimbursement for hotel cost. You probably need to push to escalate or you may be waiting a long time

[emairs]

My husband and I came down with Covid on the last three days of our TA cruise on the enchanted Princess in September. We recently received a check for $1,400 for ten days in isolation(seven days at a New York hotel after the cruise) it was in cdn, although our food expenses were in usd, but we were happy to get anything.

We received three days FCC, which expires next September, but our next cruise is in November🙁

[kiwimum]

We have recently received our complete refund  of expenses plus the per diem for our May transatlantic.   We did not have insurance coverage for the expenses.  Filed in June and did not hear anything from Princess despite emailing several times.  Called with no resolution.  Ended up posting on Twitter.   Everything resolved within 3 weeks.

[PoohUnderstands]

My cruise ended on 5/28/22.   I had 3 missed days of cruise and three days of hotel and food due to covid.  I had the Princess insurance.  If you have the Princess insurance, you need to make a claim with AON first.  My case was assigned quickly, but then due to so many claims, just went silent.  AON did finally send me an email after about two months basically saying hang in there we are doing our best.  Then in middle of October we got reimbursed half of our hotel and food expenses.  I then made a claim through Princess for the other half as told to do so.  I just did that the end of October and was told it would take about 6 weeks for that to be handled.  Then in the middle of November, I got another email from AON where they reimbursed me quite a bit for the trip interruption portion(i.e. the three days of quarantine on the ship itself).  I was very pleased with how they handled my claim (am a ex-insurance adjuster myself) and how quickly the check got to me when they did handle my claim.  It was just 4mo. wait that I wish could have been less!  I am sure it was pre-covid.  Patience is definitely going to be a virtue from any insurance co. post covid!  So after all this time, waiting for Princess itself to come through!  By the way, the FCC I got for those three days was very generous and quick coming to my account.  I got that the beginning of June.

 

Pooh

[caribill]

16 hours ago, billco said:

I asked my CVP who I could contact and she said "As far as Covid refund requests, the new requirement is that everything needs to go through PVP first.

 

Not everybody books through a CVP.

[billco]

5 hours ago, caribill said:

 

Not everybody books through a CVP.

I didn't say I booked through my CVP. I booked the cruise before I had a CVP. I asked her, because she has proved to be a knowledgeable resource. I also asked on Live Chat and was told to contact customerrelations@princesscruises.com. I have tried that twice with no response. Also Travel Assistance Customer Solutions Dept (800) 545-0008, Option #1 with its long hold times. BTW, I do have a claim with AON for the part of travel after isolation. Last week it went from Assigned to In Progress.
Do you have a suggestion?

Edited November 23, 2022 by billco

[Maximmom50]

First week of August, my husband and I were on the Royal Princess for 14 days to Alaska roundtrip Vancouver. We got sick on days 8 and 9, respectively. 2 friends sailed with us for the first 7 days got. Wife got very sick on day 4  and the husband on their return. They were able to fly home from Anchorage but we had to stay in Vancouver for almost a week in high season and it cost us serious bank. I submitted a claim on August 30th and despite several follow up emails, I have not even gotten a confirmation of claim. Crazy. Trying to call now. We shall see.  

[Maximmom50]

Update: When I got through to customer relations, I was advised to send an email. I informed them I already sent 6 emails, with no response, and requested additional assistance. She said she had to transfer me and when i asked for her ID for future reference (as they don't give last names) Andrea hung up on me. We have 2 claims: 1 for $6,903 and another for $99.99.

 

On the phone with agent number 2, and yes, I am being polite, just insistent. 2nd agent transferred me to reservations saying they process the reimbursements. So now I am ready for a long hold time. We shall see. $7K is a lots of money to be out for 3 months. 

Edited November 30, 2022 by Maximmom50

[thinfool]

Amazing.  We just left the Sky...wife had covid so both of us were isolated..we were assigned a person at the pursers desk...she contacted us everyday for status...we had 3 days of the cruise left.  She took care of escorting us off of the ship, and wrote and delivered our FCC documents as we left.  She carefully told us to be sure to keep the document so that we can prove that we received the FCC for a future cruise.  Sounded a little cya to me, but we did as told.  No complaints as to the way they cared for us.  This all happened in Florida, we live in Florida, so no issues with hotels, etc.

[Maximmom50]

Well. I put in the option to get a call back at 11:30 am. It's 3:30pm an no call back so I'll try again and just hold on .........

 

[Mittens101]

3 hours ago, thinfool said:

Amazing.  We just left the Sky...wife had covid so both of us were isolated..we were assigned a person at the pursers desk...she contacted us everyday for status...we had 3 days of the cruise left.  She took care of escorting us off of the ship, and wrote and delivered our FCC documents as we left.  She carefully told us to be sure to keep the document so that we can prove that we received the FCC for a future cruise.  Sounded a little cya to me, but we did as told.  No complaints as to the way they cared for us.  This all happened in Florida, we live in Florida, so no issues with hotels, etc.

Which sky cruise were you on? We both arrived home the night we docked hubby got sick right away I got sick last Tuesday. It’s been a bit challenging 

[Alanr204]

On 11/22/2022 at 10:07 AM, MainePrincess said:

Hello.  I also tested positive in August.  I was aboard the Caribbean Princess and was in isolation for 6 days.  I have been trying to get the cruise credit for those days in isolation.  Through several contacts via online chat, email, and phone calls, I have gotten different replies depending on whom I talked to.  So far, none of them have suggested going through Aon.  I have not gotten the credit yet, or any definitive answer on when it will be processed.  I know this is not the same as reimbursement for out of pocket expenses, but it does show that refunds are still being processed from August.

 

Do you have a letter from the ship outlining how much the FCC will be? After waiting about six months for my credit I called in and was asked to email the letter while still on the phone and the credit showed up in my account within the hour. 

[thinfool]

11 hours ago, Mittens101 said:

Which sky cruise were you on? We both arrived home the night we docked hubby got sick right away I got sick last Tuesday. It’s been a bit challenging 

Nov 19-26, 2022

[Mittens101]

3 hours ago, thinfool said:

Nov 19-26, 2022

Thanks

[ChutChut]

15 hours ago, Mittens101 said:

Which sky cruise were you on? We both arrived home the night we docked hubby got sick right away I got sick last Tuesday. It’s been a bit challenging 

I was on this particular cruise, too. Only time I haven't gotten sick upon disembarkation since 2013. Hope you feel better soon.

[Mittens101]

7 hours ago, ChutChut said:

I was on this particular cruise, too. Only time I haven't gotten sick upon disembarkation since 2013. Hope you feel better soon.

I was actually on the one before that. Out of ten cruises I’ve come home sick from two and I’m im not a sickly person. I think 20 percent illness rate is semi acceptable lol

[ChutChut]

1 hour ago, Mittens101 said:

I was actually on the one before that. Out of ten cruises I’ve come home sick from two and I’m im not a sickly person. I think 20 percent illness rate is semi acceptable lol

You have fared better than I. The last time was after a Caribbean Princess Panama Canal cruise Thanksgiving 2019. Great cruise. Moment I arrived home, though, I fell ill for three weeks. Now I live in Florida and, at least, don't have to fly and inhale the air of 300 people sitting around me.

[Mittens101]

34 minutes ago, ChutChut said:

You have fared better than I. The last time was after a Caribbean Princess Panama Canal cruise Thanksgiving 2019. Great cruise. Moment I arrived home, though, I fell ill for three weeks. Now I live in Florida and, at least, don't have to fly and inhale the air of 300 people sitting around me.

This time I wore a mask at the airport and on the plane. Hubby thought he would resist it. I’ve refused to travel with him for awhile lol

[ChutChut]

25 minutes ago, Mittens101 said:

This time I wore a mask at the airport and on the plane. Hubby thought he would resist it. I’ve refused to travel with him for awhile lol

Before law school, I was a flight attendant for a major airline. Got sick often. Those flying metal tubes are virus/bacteria collectors. Recycled air and close quarters. Once I quit, I only got sick after cruises!!!!!!

[PacnGoNow]

On 11/23/2022 at 8:33 AM, billco said:

I didn't say I booked through my CVP. I booked the cruise before I had a CVP. I asked her, because she has proved to be a knowledgeable resource. I also asked on Live Chat and was told to contact customerrelations@princesscruises.com. I have tried that twice with no response. Also Travel Assistance Customer Solutions Dept (800) 545-0008, Option #1 with its long hold times. BTW, I do have a claim with AON for the part of travel after isolation. Last week it went from Assigned to In Progress.
Do you have a suggestion?

Did you ever get your refund from AON?

If so, how long did it sit “In Progress?”

Or, is it still sitting there?  
TIA

[memoak]

We got reimbursement pretty quickly after our CVP escalated our case even our casino winnings showed up within 2 months

[PacnGoNow]

On 11/30/2022 at 6:24 PM, Maximmom50 said:

Well. I put in the option to get a call back at 11:30 am. It's 3:30pm an no call back so I'll try again and just hold on .........

 

Are you still on hold?  Did you ever get your refund?  How long did it take while “in progress?”

TIA