Medallion Meltdown

[Botany Sun Downers]

Before we sail, We reserved a week of dinner times via the Princess Medallion app some weeks ago, some with the assistance of the Customer Services.

this week we had an odd email advising the order for medallion had been cancelled.

we reviewed our app to find most of our details had been wiped along with all of our dining reservations!

we are having long discussions 1-2hrs with CS trying to reinstate, but without success. They do not appear to have had any back to their files. Had anyone else had like issues?

[Arizona Wildcat]

The issue is with the app and not your medallions as they don't work till you are on board.

There are literally dozens of threads about app issues.  Problems are common.

Not sure why the long discussions. If Princess is having it's normal technical issues history has shown best to wait a few days then delete the app and your details, clear your cookies, possibly a different browser and/or device and simply start over.

On one cruise the Princess rep entered the data for me.  On another simply arrived at the pier and did everything there.  On upcoming cruise in 7 days things went perfectly in one try.

Just remember if the data is deleted somehow from the app. . . it is gone.  And #2 . . that the app is awful.

Good luck.

[jsn55]

Dealing with the medallion system can be utter torture.  Sometimes it works, often it doesn't.  Dinner reservations seem to be the worst.  It's the price you pay for sailing Princess.  I agree that all you can do is delete everything and 'start over'.  On embarkation day, try to confirm dining in person with crew members stationed around the ship,  You can confirm a reservation six times, show up for dinner and be told to go to a different restaurant a long walk away an hour later.  Crew are very used to this and go out of their way to be helpful.  

[Arizona Wildcat]

The "new" dining system has been in effect only for a couple weeks.  Things will sort out.  I completely agree with sorting it out on board.  The crew will do all they can to dort it out.

Spending hours on the phone prior to a cruise trying to sort when to.eat is not worth the stress and frustration. 

Just my thoughts.

[netorders]

Yes we received our medallions this week, and on the app it showed incomplete order.

 

Hopefully, just a glitch.

 

 

[Atomic2024]

4 hours ago, netorders said:

Yes we received our medallions this week, and on the app it showed incomplete order.

 

Hopefully, just a glitch.

 

 

Same as ours…we set sail in 13 days. We got ours last week, app showed in progress but started showing same status as yours starting about 12 hours ago. 

[cr8tiv1]

The Medallion and Princess app function differently.  
 

The Medallion (coin) opens your door, identifies you, allows you to charge items, gets you on/off the ship, etc.

 

The Princess app gets you prepared for the cruise and will work better once on the ship.  In the meantime, many of these functions can be done with the web version.

 

Princess Corporation needs a better marketing team.  They have so many misnamed double duty names.

 

Don’t get me started on the ship’s INTRAnet verses the Starlink INTERnet.  Reserve Class Dining Room and Main Dining Rooms.  FCD/FCC.

 

Welcome to Cruise Critic. Hope you find success in making dinner reservations.

[Rick&Jeannie]

Before you go and *delete everything* and "start over"...first check your booking by logging into the Princess website and see what shows up there. If you see your booking and reservations (do this via the "web version" of the app in cruise personalizer) then you are still good to go. It's just the glitchy app. The app is simply a "mirrored" view of what is shown in the main Princess database, which is what you're looking at on the website. Don't panic about the app...it will likely sort itself out after a couple of days. 

[Kay S]

2 hours ago, cr8tiv1 said:

The Medallion and Princess app function differently.  
 

 

When they function.  The app has been around now for three or four years and still glitches like mad.  I truly with all the heat of a thousand suns hate that app.  The Medallion is a tool used to do stuff once you are on board.  It will sometimes work well, but I had one cruise where it never recognized me to open the cabin door.  They gave me an old school key card to use for that.  

[upwarduk]

On 9/29/2024 at 5:52 PM, jsn55 said:

It's the price you pay for sailing Princess. 

We are still waiting for a refund back to our Credit Card, for a cancelled excursion.

I says 2 weeks, but we disembarked on 15/09/24.

[Botany Sun Downers]

On 10/1/2024 at 6:48 AM, cr8tiv1 said:

The Medallion and Princess app function differently.  
 

The Medallion (coin) opens your door, identifies you, allows you to charge items, gets you on/off the ship, etc.

 

The Princess app gets you prepared for the cruise and will work better once on the ship.  In the meantime, many of these functions can be done with the web version.

 

Princess Corporation needs a better marketing team.  They have so many misnamed double duty names.

 

Don’t get me started on the ship’s INTRAnet verses the Starlink INTERnet.  Reserve Class Dining Room and Main Dining Rooms.  FCD/FCC.

 

Welcome to Cruise Critic. Hope you find success in making dinner reservations.

Thankyou cr8tvu, clearly we can sea you are a cruiser with Princess.

to date we have spent 3-1/2 hrs on the phone, app, and web site  trying to sort our list of deleted dinner reservations , without success. Now our travel agent is escalating it to regional office.

from the CC response it does not like good and atypical of a disjointed customer service without a backup system in 2024!

 

[cr8tiv1]

17 hours ago, upwarduk said:

We are still waiting for a refund back to our Credit Card, for a cancelled excursion.

I says 2 weeks, but we disembarked on 15/09/24.

 

If the cancelled (onboard) excursion was applied to your onboard folio, it will take a little over 2 weeks.  I disembarked on 8/14 and had a check in my hands by the beginning of September.  Check will come from c/o Bottomline Technologies, Paymode-X for Princess Cruise Line Ltd.

 

I was in error.  I cancelled an excursion pre-cruise....and kept hunting for the refund on my credit card.  Made several calls to Princess and was told it was processed.  It took me to the third agent to get a more detailed account.  My bad....I was looking at the wrong credit card.  Sure enough, the correct card was refunded almost immediately upon cancellation.  OOPS.  

[555]

On 9/29/2024 at 12:57 PM, Arizona Wildcat said:

The "new" dining system has been in effect only for a couple weeks.  Things will sort out.  I completely agree with sorting it out on board.  The crew will do all they can to dort it out.

Spending hours on the phone prior to a cruise trying to sort when to. eat is not worth the stress and frustration. 

Just my thoughts.

I keep telling myself that same thing but I still keep trying to get reservations every so often in hopes that it might work. 

When we finally do get to the DR door & if they tell me that early seating is completely filled, well lets say they'll be getting an earful from both of us..... every night for weeks on end. 

 

[Botany Sun Downers]

Well we wrote via our agent listing the catalog of calls to CS and their lack of knowledge or ability to resolve .

we note that CS at no time acknowledged a Medallion fault, or that they deleted with a update.

they also did not aknowledge lack of backup systems 

yesterday our Agent advised we had 7 of 8 nights back in place , not exactly as original but in time zone we requested, and not 5 to 5:40 slot. 
 It will not be fair to the restaurant mgr to have all pushed on him due to a shore based failure. Be kind to him.

see u all on board , thank for all the advice.
 

[555]

13 hours ago, Botany Sun Downers said:

 It will not be fair to the restaurant mgr to have all pushed on him due to a shore based failure. Be kind to him.

see u all on board , thank for all the advice.

I agree, but at this point Princess isn't leaving the passengers much of a choice. 

[ldubs]

On 10/1/2024 at 6:46 PM, Botany Sun Downers said:

Thankyou cr8tvu, clearly we can sea you are a cruiser with Princess.

to date we have spent 3-1/2 hrs on the phone, app, and web site  trying to sort our list of deleted dinner reservations , without success. Now our travel agent is escalating it to regional office.

from the CC response it does not like good and atypical of a disjointed customer service without a backup system in 2024!

 

 

Purely out of curiosity, why spend time on the phone with Princess instead of letting the TA deal with the issue? 

[memoak]

4 hours ago, ldubs said:

 

Purely out of curiosity, why spend time on the phone with Princess instead of letting the TA deal with the issue? 

Or a CVP. Let them get faster service for you

[Botany Sun Downers]

Rather talk directly to the horse in my time than  end up with Chinese whisper distortions.

[Arizona Wildcat]

On 10/2/2024 at 2:46 AM, Botany Sun Downers said:

Thankyou cr8tvu, clearly we can sea you are a cruiser with Princess.

to date we have spent 3-1/2 hrs on the phone, app, and web site  trying to sort our list of deleted dinner reservations , without success. Now our travel agent is escalating it to regional office.

from the CC response it does not like good and atypical of a disjointed customer service without a backup system in 2024!

 

Truly suggest you relax and wait until you are on board.  The app came out 4 years ago and a completely new app a couple months ago.  Have the wrong app that is not updated and it does not work well.

On board we go to one of the restaurants - not customer service - and they sort it in minutes.

Am sure it makes no difference,  but the other lines have similar customer service issues.

And welcome to cruise critic.

[ldubs]

On 10/5/2024 at 1:51 PM, memoak said:

Or a CVP. Let them get faster service for you

 

Yes, but the OP has a TA.  

[ldubs]

16 hours ago, Botany Sun Downers said:

Rather talk directly to the horse in my time than  end up with Chinese whisper distortions.

 

I'm not sure I follow what this means?  If it means what I think, it doesn't seem like talking directly to the horse is working too well for you.  

[memoak]

14 minutes ago, ldubs said:

 

I'm not sure I follow what this means?  If it means what I think, it doesn't seem like talking directly to the horse is working too well for you.  

Then why have a TA they are there to do these things for you and if you booked through a TA the line is likely to refer you back to them for most questions 

[dockman]

On 10/1/2024 at 3:01 AM, Kay S said:

When they function.  The app has been around now for three or four years and still glitches like mad.  I truly with all the heat of a thousand suns hate that app.  The Medallion is a tool used to do stuff once you are on board.  It will sometimes work well, but I had one cruise where it never recognized me to open the cabin door.  They gave me an old school key card to use for that.  

I find it truly amazing that complaints re the app have been going on for years now and yet princess seems unwilling or incapable or incompetent to get it fixed.  Every cruise i see all sorts of people lining up with all kinds of questions and problems.  Yet it continues.  Is princess in denial that there are real problems. 

 

If i recall the current president of princess was very heavily involved in the creation of a lot of the app tech so is he ashamed to admit he did not get it right and too proud to get it fixed?

[ldubs]

5 minutes ago, memoak said:

Then why have a TA they are there to do these things for you and if you booked through a TA the line is likely to refer you back to them for most questions 

 

Now I'm even more confused. My question was why deal with the cruise line when you have a travel agent.  

[memoak]

8 minutes ago, ldubs said:

 

Now I'm even more confused. My question was why deal with the cruise line when you have a travel agent.  

Not only is there no reason to but usually cruise lines will not deal with you if you have an agent things have to go through them