How can you count on Princess' terms and conditions?

[Kat915]

I am a little baffled with a recent experience with Princess customer service.  I had a cruise booked for $200 deposit with final payment date of Feb 18. I called to cancel today, but was told that I had a non-refundable deposit as of January.  I informed the customer service rep that I had an invoice in my hand that indicated I had a refundable deposit until final payment of Feb 18. He wouldn't let me email the invoice to him or speak to a supervisor. He just kept saying that Princess would not honor the invoice that they sent me and the deposit isn't refundable.  I finally got him to tell me that a supervisor would be calling me in an hour which never happened. I got on the phone later with another customer service rep and emailed the original invoice.  He still was reluctant to refund the deposit, but said he would but "this was a one time courtesy and a note would be put on my account" (have no clue what this means but was happy I was getting deposit back).

 

I proceeded to ask him how I would know any future terms and conditions if the website indicated the deposit was refundable and I received an invoice indicating the same.  He told me to call customer service after I received the invoice and they could tell me.  I didn't want to pursue this with him since it didn't make any sense and I wanted to take my deposit and run.  

 

So my ultimate question is, how do I know what the actual terms and conditions are?  I couldn't count on the website.  I couldn't count on an invoice.

 

If I wait to confirm an invoice with a customer service rep like I was advised today, why would I think they would return my deposit at that point?

[startedwithamouse]

31 minutes ago, Kat915 said:

I am a little baffled with a recent experience with Princess customer service.  I had a cruise booked for $200 deposit with final payment date of Feb 18. I called to cancel today, but was told that I had a non-refundable deposit as of January.  I informed the customer service rep that I had an invoice in my hand that indicated I had a refundable deposit until final payment of Feb 18. He wouldn't let me email the invoice to him or speak to a supervisor. He just kept saying that Princess would not honor the invoice that they sent me and the deposit isn't refundable.  I finally got him to tell me that a supervisor would be calling me in an hour which never happened. I got on the phone later with another customer service rep and emailed the original invoice.  He still was reluctant to refund the deposit, but said he would but "this was a one time courtesy and a note would be put on my account" (have no clue what this means but was happy I was getting deposit back).

 

I proceeded to ask him how I would know any future terms and conditions if the website indicated the deposit was refundable and I received an invoice indicating the same.  He told me to call customer service after I received the invoice and they could tell me.  I didn't want to pursue this with him since it didn't make any sense and I wanted to take my deposit and run.  

 

So my ultimate question is, how do I know what the actual terms and conditions are?  I couldn't count on the website.  I couldn't count on an invoice.

 

If I wait to confirm an invoice with a customer service rep like I was advised today, why would I think they would return my deposit at that point?

There's two options on the website. One is non-refundable (usually a lower price), one is refundable. How did you book the cruise, on the website or by calling Princess?

 

No matter when your final payment is due, now, or months or years from now, once you book the non-refundable, it's non-refundable, period. 

[rodndonna]

38 minutes ago, Kat915 said:

I am a little baffled with a recent experience with Princess customer service.  I had a cruise booked for $200 deposit with final payment date of Feb 18. I called to cancel today, but was told that I had a non-refundable deposit as of January.  I informed the customer service rep that I had an invoice in my hand that indicated I had a refundable deposit until final payment of Feb 18. He wouldn't let me email the invoice to him or speak to a supervisor. He just kept saying that Princess would not honor the invoice that they sent me and the deposit isn't refundable.  I finally got him to tell me that a supervisor would be calling me in an hour which never happened. I got on the phone later with another customer service rep and emailed the original invoice.  He still was reluctant to refund the deposit, but said he would but "this was a one time courtesy and a note would be put on my account" (have no clue what this means but was happy I was getting deposit back).

 

I proceeded to ask him how I would know any future terms and conditions if the website indicated the deposit was refundable and I received an invoice indicating the same.  He told me to call customer service after I received the invoice and they could tell me.  I didn't want to pursue this with him since it didn't make any sense and I wanted to take my deposit and run.  

 

So my ultimate question is, how do I know what the actual terms and conditions are?  I couldn't count on the website.  I couldn't count on an invoice.

 

If I wait to confirm an invoice with a customer service rep like I was advised today, why would I think they would return my deposit at that point?

 

Your invoice should have a Cancellation Schedule table - for example this is ours. 

 

We had $100/pp non-refundable deposit if not cancelled by Jan 5, 2024 (final payment date)

 

 

[startedwithamouse]

7 minutes ago, rodndonna said:

 

Your invoice should have a Cancellation Schedule table - for example this is ours. 

 

We had $100/pp non-refundable deposit if not cancelled by Jan 5, 2024 (final payment date)

 

 

We have a $100/pp refundable deposit and our cancellation schedule looks the same. 

[Kat915]

I booked the cruise on the website as refundable. I am not a new cruiser and I am quite aware of the difference. The cancellation schedule on the invoice has the deposit as refundable until final payment ( Feb 18) just like the one rodndonna posted above.

 

That is why I am baffled that I had to make 2 separate calls to Princess customer service and they only refunded the deposit as a "courtesy".

[Steelers36]

3 minutes ago, Kat915 said:

I booked the cruise on the website as refundable. I am not a new cruiser and I am quite aware of the difference. The cancellation schedule on the invoice has the deposit as refundable until final payment ( Feb 18) just like the one rodndonna posted above.

 

That is why I am baffled that I had to make 2 separate calls to Princess customer service and they only refunded the deposit as a "courtesy".

This is total BS from PCL reps.  I'd keep after them.  Write Customer Relations (even though you are getting refund) and copy Padgett.

 

CustomerRelations@PrincessCruises.com.

[Lady Arwen]

4 minutes ago, Kat915 said:

I booked the cruise on the website as refundable. I am not a new cruiser and I am quite aware of the difference. The cancellation schedule on the invoice has the deposit as refundable until final payment ( Feb 18) just like the one rodndonna posted above.

 

That is why I am baffled that I had to make 2 separate calls to Princess customer service and they only refunded the deposit as a "courtesy".

Would you be able to share a copy of this invoice showing that it’s refundable until February 18?  We could help you better if we see it ourselves.

[Kat915]

Here's the cancellation schedule that I emailed to last customer service rep.  Received this invoice in January when I booked the cruise

 

 

[Steelers36]

6 minutes ago, Kat915 said:

Here's the cancellation schedule that I emailed to last customer service rep.  Received this invoice in January when I booked the cruise

 

 

FWIW, I believed you.

[Kat915]

5 minutes ago, Steelers36 said:

This is total BS from PCL reps.  I'd keep after them.  Write Customer Relations (even though you are getting refund) and copy Padgett.

 

CustomerRelations@PrincessCruises.com.

Good idea.   I think someone at Corporate should be aware of this experience since they should honor the terms and conditions. If it was my mistake, I would have lived with it. And I was quite baffled that they weren't going to honor their mistake and made such a big deal about it. I guess I was supposed to shut up when they sent me a different invoice today with different cancellation policy.

 

If they weren't going to give me a refund, I was going to do a credit card dispute since I had a copy of the original cancellation policy.

 

Maybe they were just told to never admit a mistake and blame it on the customer and see if you can get away with it. 

[cr8tiv1]

38 minutes ago, Kat915 said:

Here's the cancellation schedule that I emailed to last customer service rep.  Received this invoice in January when I booked the cruise

 

 

 

If this is all that you have, I don't see anything that says your deposit is refundable.  Under the fare quote on your invoice/booking, you should see, in very small print:

 

THE DEPOSIT FOR THE FARE YOU HAVE SELECTED IS 100% REFUNDABLE AND TRANSFERRABLE.

 

Edited February 12 by cr8tiv1

[Rick&Jeannie]

18 minutes ago, cr8tiv1 said:

 

If this is all that you have, I don't see anything that says your deposit is refundable.  Under the fare quote on your invoice/booking, you should see, in very small print:

 

THE DEPOSIT FOR THE FARE YOU HAVE SELECTED IS 100% REFUNDABLE AND TRANSFERRABLE.

 

You beat me to it!  I was going to point out that what was posted was simply the cancellation schedule...not the same thing as to whether it is refundable or not.

[Mud_Shark]

I am also wondering if OP was calling the "out-sourced" call center.  I have given up on them and simply will not call them.  If I have to call them in the future, I will have nightmares beforehand.  There is too much terrible info and poor communication going on to trust what info you are given.

[rodndonna]

19 minutes ago, Rick&Jeannie said:

You beat me to it!  I was going to point out that what was posted was simply the cancellation schedule...not the same thing as to whether it is refundable or not.

 

As I've not booked a refundable with Princess, would the Cancellation Schedule for Refundable not indicate $0 in the first entry as opposed to $100?

 

I've had refundable on HAL which uses a similar table, and when it is refundable the first entry at final payment date is $0 (otherwise it is the non-refundable deposit amount). Other than that there is no seperate statement the way Princess seems to.

[TAW1963]

51 minutes ago, Rick&Jeannie said:

You beat me to it!  I was going to point out that what was posted was simply the cancellation schedule...not the same thing as to whether it is refundable or not.

I respectively disagree.  I always book with a refundable deposit and the cancellation schedule is the only definitive item in my booking confirmations that shows when cancellation fees begin, or when penalties accrue if canceling.  I have cancelled and rebooked numerous times.    If it is a non-refundable deposit the first cancellation fee, equal to the deposit amount,  is shown as of the date of booking.   If it is a refundable deposit, it will show the first  cancellation fee equal to the deposit amount at roughly 90 days prior to sailing (or thereabouts and nearer final payment).  Your booking confirming does give your contractual terms of the booking.   In my opinion, the OP should not of had any cancellation fees until Feb 19, 2024 at which time her penalty would be $100 pp.  

 

Attached is an example the cancellation schedule of a recent refundable deposit booking I made.  My deposit was $250 pp and I will not have a penalty, if cancelled, prior to Feb 04, 2025.   

Edited February 12 by TAW1963

[cr8tiv1]

19 minutes ago, rodndonna said:

 

As I've not booked a refundable with Princess, would the Cancellation Schedule for Refundable not indicate $0 in the first entry as opposed to $100?

 

I've had refundable on HAL which uses a similar table, and when it is refundable the first entry at final payment date is $0 (otherwise it is the non-refundable deposit amount). Other than that there is no seperate statement the way Princess seems to.

 

Regardless if you book with Princess directly/online, with a Princess agent, or a travel agent, as soon as you are issued a booking number, you will receive an booking reservation invoice.  All financial information is printed here.  It will include your deposit (refundable or not), Beverage Package choice, if applicable, final payment date, and other pertinent information.  

[Thrak]

I agree with @TAW1963 above. I always book a refundable deposit. I just looked back at several of my booking notices and none of them have that verbiage.

[SCX22]

To the contrary, a booking with a non-refundable deposit will always have the non-refundable deposit verbiage in the payment details of the Booking Confirmation.  I recently booked a heavily discounted cruise through the Future Cruise Desk with a non-refundable deposit and full payment required at the time of booking.  It clearly states that the deposit is non-refundable.

 

[cr8tiv1]

57 minutes ago, SCX22 said:

To the contrary, a booking with a non-refundable deposit will always have the non-refundable deposit verbiage in the payment details of the Booking Confirmation.  I recently booked a heavily discounted cruise through the Future Cruise Desk with a non-refundable deposit and full payment required at the time of booking.  It clearly states that the deposit is non-refundable.

 

 

Those specials that were (not sure still) booked on board at 50% were a great deal. I didn't bite since neither my ships nor suites were applicable. Great fare for heavy penalties.  You had to be really sure and it only applied to passengers onboard.  I would not have been able to book a companion that was not traveling with me at the time. 

[SCX22]

1 minute ago, cr8tiv1 said:

 

Those specials that were (not sure still) booked on board at 50% were a great deal. I didn't bite since neither my ships nor suites were applicable. Great fare for heavy penalties.  You had to be really sure and it only applied to passengers onboard.  I would not have been able to book a companion that was not traveling with me at the time. 

The list of cruises were in final payment anyways.  I wouldn’t have gotten anything back even with a refundable deposit.  This cruise is over 28 days so final payment was at 6 months and last year.

[Luv2CtheMouse9]

2 hours ago, Mud_Shark said:

I am also wondering if OP was calling the "out-sourced" call center.  I have given up on them and simply will not call them.  If I have to call them in the future, I will have nightmares beforehand.  There is too much terrible info and poor communication going on to trust what info you are given.

I have never reached anybody but people in Manila or Puerto Rico. I was told there is no state-side support unless I worked with a specialist that I book through.  

 

As a whole, the customer service is wretched.  Both online and on the phone. Most likely a combination or high turnover and also a communication barrier. I do not think Princess/Carnival cares. As long as people continue to book, they can offer crappy service. 

[Joanne G.]

3 hours ago, TAW1963 said:

I respectively disagree.  I always book with a refundable deposit and the cancellation schedule is the only definitive item in my booking confirmations that shows when cancellation fees begin, or when penalties accrue if canceling.  I have cancelled and rebooked numerous times.    If it is a non-refundable deposit the first cancellation fee, equal to the deposit amount,  is shown as of the date of booking.   If it is a refundable deposit, it will show the first  cancellation fee equal to the deposit amount at roughly 90 days prior to sailing (or thereabouts and nearer final payment).  Your booking confirming does give your contractual terms of the booking.   In my opinion, the OP should not of had any cancellation fees until Feb 19, 2024 at which time her penalty would be $100 pp.  

 

Attached is an example the cancellation schedule of a recent refundable deposit booking I made.  My deposit was $250 pp and I will not have a penalty, if cancelled, prior to Feb 04, 2025.   

Last month online, I booked an April, 2025 Mediterranean cruise during the promotion with the refundable $100 deposit per person.  We wouldn't have booked so far out without that flexibility.  

 

After reading this thread, I took a look at my invoice, and it is like the one above.   Our final payment is due January 11, 2025.  The cancellation schedule starts with "January 12 - $100 per person".   I don't see any wording specifically about the $200 deposit ("payment received") being refundable.   But if the cancellation penalties start on January 12, that implies that prior to that date, there are no penalties, which would mean the deposit would be returned.

 

It's confusing, as it does seem that the invoice should include a clear statement that the deposit is refundable.  Apparently, it's confusing to the call center staff, too, based on the OP's experience.  

 

 

 

[cr8tiv1]

I have been told by my Travel Agent, that "questions" are texted/emailed to somebody in the know.  That's why agents ask you to hold.  Seems rather inefficient.  It's really sad when the passenger knows more than the call center.  I really don't know how to respond when I am thanked for my Elite loyalty...haha.

 

1 hour ago, Luv2CtheMouse9 said:

I have never reached anybody but people in Manila or Puerto Rico. I was told there is no state-side support unless I worked with a specialist that I book through.  

 

As a whole, the customer service is wretched.  Both online and on the phone. Most likely a combination or high turnover and also a communication barrier. I do not think Princess/Carnival cares. As long as people continue to book, they can offer crappy service. 

 

[MacMadame]

 

4 hours ago, Luv2CtheMouse9 said:

I was told there is no state-side support unless I worked with a specialist that I book through.  

You don't have to book with a specialist to call the CVP line and ask for help. I've done it and I booked my cruise myself on the website. Whoever answered the phone knew what they were doing and was very helpful.

 

I've read too many horror stories in CC to call the main line.