Does anyone have the email or phone #'s for John Padgett or Jan Schwartz

[balcony24]

I know these have been posted before but I can't find them.  I have $800 I over paid on 2 cruises in June.  I have been trying to get the overpayment refunded since the end of June.  Every time I call I get the runaround that they're processing it and it should be back on my card in 7 to 10 days.  We got off the ship on June 17th and still no refund.  I tried to handle it while we were onboard the ship but they said I had to take it up with the home office.

 

When talking to them today they said the refund needed to be processed and it would take 7 to 10 day mantra. I then asked to speak to a supervisor. They got on the phone and regurgitated the same thing the agent said.  I asked to speak to her supervisor she told me that she did not have anyone above her, I doubt that. I told her that one refund was processed on July 19th and the other one on July 26th. She said there wasn't anything in the comments about it. I have phone records and text transcripts that prove differently. She told me the refunds were being "expedited" and the same 7-10 days processing. So, there in no difference between their usual time frame for a refund and the "expedited" process. She told me for anything further that I would have to contact customer service by email.  I asked for her name and she would only give me her first name.  She refused to give her last name.  The story they give keeps changing and we're back to they're processing the payment.

 

So l wondered if anyone had success emailing Jan Schwartz or John Padgett or any email addresses or phone numbers that got results.

 

Thanks in advance.

 

Leslie

[LACruiser88]

Fyi, Jan is no longer in the Princess realm, she is Executive VP, Strategic Operations at Carnival Corporation.

[PacnGoNow]

45 minutes ago, balcony24 said:

I know these have been posted before but I can't find them.  I have $800 I over paid on 2 cruises in June.  I have been trying to get the overpayment refunded since the end of June.  Every time I call I get the runaround that they're processing it and it should be back on my card in 7 to 10 days.  We got off the ship on June 17th and still no refund.  I tried to handle it while we were onboard the ship but they said I had to take it up with the home office.

 

When talking to them today they said the refund needed to be processed and it would take 7 to 10 day mantra. I then asked to speak to a supervisor. They got on the phone and regurgitated the same thing the agent said.  I asked to speak to her supervisor she told me that she did not have anyone above her, I doubt that. I told her that one refund was processed on July 19th and the other one on July 26th. She said there wasn't anything in the comments about it. I have phone records and text transcripts that prove differently. She told me the refunds were being "expedited" and the same 7-10 days processing. So, there in no difference between their usual time frame for a refund and the "expedited" process. She told me for anything further that I would have to contact customer service by email.  I asked for her name and she would only give me her first name.  She refused to give her last name.  The story they give keeps changing and we're back to they're processing the payment.

 

So l wondered if anyone had success emailing Jan Schwartz or John Padgett or any email addresses or phone numbers that got results.

 

Thanks in advance.

 

Leslie

John Padgett, President Princess Cruises
JPadgett@Princesscruises.com
Collin Steinke
Director, Customer Relations
csteinke@princesscruises.com
 

I assume you called billing?

Billing office - 1-480-870-1580
 

You can also put a dispute in with your credit card, if it was charged on your credit card.

 

Sorry you’re having such a hard time. Best of luck to you. Give us an update.

[balcony24]

LACruiser88  Thank you.  I did not know that.

[balcony24]

PacnGoNow.  Thank you for the numbers.  Definitely going to try the billing number on Monday.

[balcony24]

UPDATE:  I must have said something that made a difference, Princess returned all the money without having to call again.  Thanks for all your help.

[cr8tiv1]

Wow...thanks for updating us.  So glad you didn't have to escalate this and spend more time than you already have.  Did you work with a TA?

[theloo]

On 8/25/2023 at 4:03 PM, PacnGoNow said:

I assume you called billing?

Billing office - 1-480-870-1580

Would the billing office be the right place to call for refundable OBC that I didn't use but didn't get refunded?  I got off the ship in July and have called a couple of times.  They said I have to wait 8 weeks (it's been 5 weeks).  Just wondering where to go if no results in 3 weeks.

[PacnGoNow]

5 hours ago, theloo said:

Would the billing office be the right place to call for refundable OBC that I didn't use but didn't get refunded?  I got off the ship in July and have called a couple of times.  They said I have to wait 8 weeks (it's been 5 weeks).  Just wondering where to go if no results in 3 weeks.

Not sure, since the have so many depts. handling different aspects of accounting.  But, they may be able to direct your inquiry to the right dept.  It wouldn’t hurt. 
Your OBC should come from the ship to accounting. 
Good luck.  Keep us posted.

[balcony24]

cr8tiv1,  no I tried to handle it myself as I asked my CVP to check out the booking before we sailed as the booking sheet was showing the credit on each cruise.  She said everything look good.  That is why I first thought it would be OBC once we sailed but when I asked about it onboard I was told to "take it up with the home office".  We are Elite with 28 cruises and 2 more booked in 2024.  I really miss the "old" Princess.

 

[kywildcatfanone]

Email all you want, those folks will never see them.  Some CS rep will though.

[theloo]

On 9/1/2023 at 2:54 AM, PacnGoNow said:

Not sure, since the have so many depts. handling different aspects of accounting.  But, they may be able to direct your inquiry to the right dept.  It wouldn’t hurt. 
Your OBC should come from the ship to accounting. 
Good luck.  Keep us posted.

This number is not for billing or accounting.  It just goes to the same place as all calls to Princess.  So far, at least the agent is trying to get me to a supervisor.

[theloo]

Spoke too soon.  All supervisors are busy at the moment and can't call me back.

[cheetosrevil]

Princess needs a John Heald.

[nasa1974]

I re-fared an October cruise in June. I got the refund on my gift card last week.  

[PacnGoNow]

9 hours ago, theloo said:

Spoke too soon.  All supervisors are busy at the moment and can't call me back.

I hope you get one to call back.  

When you called, was it an offshore person who answered, or in the US?

That number used to go to someone who could help.  I’m sure they have redirected it now.

 

Good luck.

[PacnGoNow]

7 hours ago, cheetosrevil said:

Princess needs a John Heald.

We had the best time with him on a couple of CCL cruises. He is one of the funniest men I have ever met.  Very blunt, though. 🤣

[Steelers36]

9 hours ago, cheetosrevil said:

Princess needs a John Heald.

I thought Jill Whelan was PCL brand ambassador.  But it is more of a figurehead and she certainly doesn't get into the trenches of guest issues.