Payment conversion policy

[ehogan]

Just a heads up here re Princess' currency conversion policy for non-U.S. travelers:

 

We recently sailed on the Diamond Princess and indicated on our embarkation papers that we did NOT want any currency conversion done on our account. Princess charges a currency exchange fee on all conversions from US Dollars to foreign currency.

 

The reason we did not want a currency conversion is because we have a U.S. Dollar denominated credit card (Canadian card, in U.S. Dollars) this allows us to purchase items in the US without having to pay the bank conversion charge. I then pay this card using US dollars. This way I do not incur any conversion fees (the banks make a killing on this).

 

Princess (in spite of our note to the documents) converted the USD owing into Canadian dollars, applying their conversion fee, (I guess they just assumed I was using a CDN card) then charged my USD credit card in CDN dollars. The bank on my end then charged me a conversion fee to change the amount back into US dollars!

 

I am working to have Princess reverse this, but now have to wait for my statement as proof. This is OK, and I expect Princess to come through, but I just wanted to give you all this heads up if you are not a US resident, but using a USD credit card.

 

P.S. I have used my USD card extensively in the States, and have never had this problem before.

 

Next time, I will bring this up with the Purser at the beginning of my cruise, note it on my documents and double check the night before disembarkation.

 

All in all, you would think I would not have to babysit.

 

If Princess does not come through, I'll be back!

[phillipahain]

We have been battling this Princess trick for 10 cruises

 

We too have US Dollar accounts in both USA and UK

 

We ALWAYS tick the "do not convert " box plus we write in LARGE letters

 

Charge in US Dollars

We have even had Pursers swear the account is flagged and it wont be converted

Our final onboard account will even say .......???? Dollars charged to your Credit Card

However when we get the statement what do we find a £ charge on our dollar account

 

So theres only one answer insist on settling the account manually the evening before disembarkation

 

The problem clearly occurs due to some glitch in Princess computers ......

UK passport .....charge in £

 

Canadian Passport ......charge in Canadian $

What beats me is why deposits , final payments and future cruise credits all go straight thru in $

[mississauga]

I have had this problem on all my Princess cruises. Last time this happened, Rusty whom I was instructed to fax a copy of my US Mastercard called me and told me in a very condescending tone that I was in the minority that this happened to. In her words, "Do you think if this happened to a lot of people, Princess would not have looked into this matter more? After all, they are in business to make money and if they have passengers who complain, they would not be in business for this long." I did get the difference back by the way. This topic has been discussed over and over on CC and when I mentioned that many had this problem, she laughed and said those of us on CC don't even make up 1% of Princess' customers.

I did the tick, went to the purser's office, my folio did not show the conversion back to CAD but when my US Mastercard came, there was the conversion made by Princess accounting.

I faxed Princess customer service but they have yet to reply to me.

I think one of the problems is that not enough people complain. My BIL and SIL were on the same cruise, same thing happened to them. I gave them a copy of my fax so they could copy it and just change the figures as per their account but they did not follow through. It's not a lot of money but it is the principle of the matter.

As has been said, no one else has this problem but Princess. I cruise on other lines and have never had this problem, not even Carnival whose umbrella they are under. Never have a problem with any merchants, hotels or car rentals in the US either. Only Princess.

[mississauga]

We ALWAYS tick the "do not convert " box plus we write in LARGE letters

 

 

I brought a yellow highlighter and highlighted the tick and the purser even acknowledged it BUT once it goes to accounting, whatever we have done goes out the door.:confused: :( :mad:

[phillipahain]

Missisauga

 

I agree with all that you say

 

The simple fact of the matter is PRINCESS they have no intention whatever of changing their trickery which is of course a "nice little earner "

 

Not only do they use a very unfavourable conversion rate but they charge 4% for the priveledge of expressly ignoring your instructions

 

Like I said I now insist on a manual swipe of my card the evening before disembarkation

[ehogan]

Thanks for your replies! I can't believe it!! I thought this was an accidental oversight on their part.

 

It is beyond me why I should have to go and stand in the long lines at the Purser's desk the night before just because they are incapable of doing their job properly.

 

Perhaps a solution would be to dispute the charge with my credit card company (the entire charge would be removed until the issue is resolved) and have the credit card company deal directly with Princess. My guess would be they would act pretty fast when the entire shipboard bill is held up.

[cdnguy]

The reason we did not want a currency conversion is because we have a U.S. Dollar denominated credit card (Canadian card, in U.S. Dollars) this allows us to purchase items in the US without having to pay the bank conversion charge. I then pay this card using US dollars. This way I do not incur any conversion fees (the banks make a killing on this).

I have a US dollar CC also and in over 10 Princess Cruises (last one in April) we have never had a problem in fact on the last cruise the person checking us in even noted verbally that we wanted our charges left in US $.

Thanks for the warning though. Next week I'll be doubly cautious they do what I request.

[spongerob]

That's a good idea. It will cost them more to fix their mistake that way. That gets attention.

 

I witnessed the same thing disembarking Golden Princess in Southampton. Someone had ticked the box, but their account was converted to pounds anyway. The lady was livid, but since disembarkation was underway she didn't have a lot of time to argue. The JAP just smiled, cluelessly.

[mississauga]

It is beyond me why I should have to go and stand in the long lines at the Purser's desk the night before just because they are incapable of doing their job properly.

Even if you stand in line and they verify that they have not converted it on the ship ( which they hadn't ) and it shows on your folio that they hadn't, it still could be converted later ( which is what happened to me in April )

 

Perhaps a solution would be to dispute the charge with my credit card company (the entire charge would be removed until the issue is resolved) and have the credit card company deal directly with Princess. My guess would be they would act pretty fast when the entire shipboard bill is held up.

 

Mastercard did offer to do it for me last time. I thought I could handle it myself and I did but maybe next time I will let them handle it.

 

The one thing that Rusty suggested I do the next time I cruise is to call Customer Service prior to my cruise and have them flag my account so they will be notified ahead of time not to convert. Why should we have to do that but if it's the only way, it's a lot easier than having to deal with it after the fact.

[iancal]

We were warned about this prior to our last cruise. Notwithstanding the 'ticked box' (which I hear they completely ignore), we went to the pursers desk on the second to last night of the cruise. Sure enough, they were planning to convert US to CAD and for a ridiculous charge. Looked at booking our Dec. cruise direct BUT discovered the 'imputed' currency exchange was 25 points. Needless to say, we stuck to our on line US based TA. We really like Princess but I cannot help but get the impression that they are trying to 'shake us down' Have heard similar complaints on board from US folks who had their Euro accounts 'converted' at userous rates but have no firsthand experience. Princess needs to fix this and be a little more forthright. Friends just returned from a Celebrity cruise and had a very similar experience so perhaps it is now industry practice. Squeeze!

[phillipahain]

Well its certainly never happened to me on a Celebrity cruise

 

If this is a new wrinkle its definitely " a nice little earner " for Princess and others.........because many people will not bother to challenge it

 

Its time Princess etc woke up to the fact many people have homes in 2 countries and bank accounts in 2 countries and want their instructions followed correctly

 

As for the " it only happens to a few passengers " thats garbage Princess must think we are all stupid and do not talk or warn each other on boards like this

[West Coast]

I've had the same thing happen. And I wrote a letter to Customer Service complaining of the fact, after it had happened. After *8* weeks I had a message at home advising me to fax a copy of my statement. I couldn't be bothered. In the end it was less than $20 but I had been 'worn out' of complaining at that point to go through the effort to dig up the statements, black out what I didn't want them to see, photocopy, fax in, etc...

I'm sure part of their strategy is to wear people down enough so they give up (a comon one?). I still have a full time job and can't be bothered complaining to others about their screw ups and having to 'prove' myself. Why should I have to prove anything? Surely they can go back and figure out the difference? Or better yet, reverse the charge in CAD and reprocess it in USD.

I work with people and clients everyday and having to deal with Princess Customer service is by no means exemplary. If I didn't get back to someone for *8* weeks about a $16 issue I’d probably lose my job (ok-I admit, that's extreme!) and/or the company would no longer be in business [fyi-just today I wrote off $350 on a $1600 invoice because it would take more time and effort to discuss the resolution and the aftermath that would ensue-granted it was a very aged issue and for one of our more valued clients). Reputational Risk is a major concern these days... and with the Internet so far reaching, Princess should look a little further into their customer service strategies.

[nakina]

Just a heads up here re Princess' currency conversion policy for non-U.S. travelers:

 

We recently sailed on the Diamond Princess and indicated on our embarkation papers that we did NOT want any currency conversion done on our account. Princess charges a currency exchange fee on all conversions from US Dollars to foreign currency.

 

The reason we did not want a currency conversion is because we have a U.S. Dollar denominated credit card (Canadian card, in U.S. Dollars) this allows us to purchase items in the US without having to pay the bank conversion charge. I then pay this card using US dollars. This way I do not incur any conversion fees (the banks make a killing on this).

 

Princess (in spite of our note to the documents) converted the USD owing into Canadian dollars, applying their conversion fee, (I guess they just assumed I was using a CDN card) then charged my USD credit card in CDN dollars. The bank on my end then charged me a conversion fee to change the amount back into US dollars!

 

I am working to have Princess reverse this, but now have to wait for my statement as proof. This is OK, and I expect Princess to come through, but I just wanted to give you all this heads up if you are not a US resident, but using a USD credit card.

 

P.S. I have used my USD card extensively in the States, and have never had this problem before.

 

Next time, I will bring this up with the Purser at the beginning of my cruise, note it on my documents and double check the night before disembarkation.

 

All in all, you would think I would not have to babysit.

 

If Princess does not come through, I'll be back!

 

 

CELEBRITY Also does this and it is next to impossible to get them to reverse the charges

[BobBeaSea]

RCI does the same thing...I pay by credit card, issued in Canada and I make it CLEAR I want the bill in U.S. dollars (the exchange rate charge is less with the credit card than what the cruise line charges) and the last two cruises RCI did the conversion against written and verbal instructions. Cruise lines seem to be the only travel company I have problems with in this regard. It is about "nickel and dimeing", about $30.00 - $40.00 per $1,200.00 U.S. charges for Canadian cruisers over and above what I would pay the credit card company.

[phillipahain]

Well since the only way to beat their game is to queue up the night before and manually charge the CC then thats the way i will continue

 

If a £ charge lands up on my Dollar account it costs $50 in penalties along with the 4% conversion by Princess plus the 3% on converting back to Dollars

 

So no way will i play that game

[mississauga]

Well its certainly never happened to me on a Celebrity cruise

 

 

I have been on Carnival, NCL and RCCL and it has never happened to me on those lines.

 

I've had the same thing happen. And I wrote a letter to Customer Service complaining of the fact, after it had happened. After *8* weeks I had a message at home advising me to fax a copy of my statement. I couldn't be bothered. In the end it was less than $20 but I had been 'worn out' of complaining at that point to go through the effort to dig up the statements, black out what I didn't want them to see, photocopy, fax in, etc...

 

I think one of the problems is that not enough people complain. My BIL and SIL were on the same cruise, same thing happened to them. I gave them a copy of my fax so they could copy it and just change the figures as per their account but they did not follow through. It's not a lot of money but it is the principle of the matter.

 

And that is EXACTLY why Princess can get away with it and tell people like me who pursues it that they don't get many complaints. The 1st couple of times it was under $10 and the last time was $40 and granted those are small amounts after what we've already spent but it is the PRINCIPLE of the matter. I'm sorry to say, West Coast, but you are contributing to our problem with Princess and please don't think I am picking on you because there are a lot of people out there who won't follow through and that is why Princess is getting away with it.

I love the Princess "product" but not this.

[West Coast]

I'm sorry to say, West Coast, but you are contributing to our problem with Princess and please don't think I am picking on you because there are a lot of people out there who won't follow through and that is why Princess is getting away with it.

I love the Princess "product" but not this.

 

Every one is entitled to their opinions and comments... I take offense to your comment of my contributing to their problem. It's a pretty common mistake to turn the compaines 'problem' into the 'customers' problem, and that's exactly what you have done.

 

Personally, and if you check out the cruises I have coming up, after reaching Elite status, I (who also love the Pricess product) have started to wander... there's just no incentive for loyal customers to stick around.

[mississauga]

West Coast, I sincerely apologize if I have offended you. That was not my intention at all. The point I was trying to make is that if everyone gives up in dealing with Princess, they ( Princess ) can pretend there is not a problem and will not try to fix it.

but you are contributing to our problem with Princess

I was trying to say ( although not very well since you mis-interpreted my meaning) our problem with Princess. The " problem " that most non-US passengers have with Princess. I am just disappointed that a lot of people just let it go and do not pursue the matter with Princess.

 

"Elite" status or not, it is always a good idea to try other lines. That why we don't have elite or platinium, etc with any one line as we are still trying them all out. The most we have with any cruiseline is 5. Hope you continue to enjoy your cruising and again, my apologies, West Coast.

[cdncruzer]

Our previous Celebrity cruises were all processed in USD and we are only carrying a CDN credit card so I'm hoping this is not too much of an issue.

 

If I settle my account in cash @ the end of the cruise do they still convert to CDN? Or leave it in USD? Just looking @ options!

[phillipahain]

If you settle your account in cash or you get them to manually swipe your credit card the evening before disembarkation you will only be charged US dollars

 

If you leave it till disembarkation morning they will have automatically converted it to CDN or UK or Australian etc as per your passport

 

Its the country of your Passport that is the key to charging onboard accounts

 

The problem does not occur when making

 

Future Cruise Bookings

Deposits

or final payments

[ehogan]

I just faxed a copy of my statement with the incorrect charge to Princess as per their request. Hopefully they will resolve this.

 

In the meantime, I spoke with the "resolution specialist" for my U.S. credit card (drawn on a Canadian bank) and they said their policy in this situation would be to reverse the difference between the correct and incorrect charge while they deal with Princess re resolution. They have put a note on my account that if I do not get satisfaction from Princess they will take the matter up with Princess.

 

Now I know this seems like a lot of work for a fairly small amount of money, but from this board alone, it seems this is a common practice on Princess' part - even the person I spoke with re my credit card mentioned that she had heard of this happening before. Stuff like this makes me crazy and I refuse to be some doormat. I think the only way Princess will change their policy on this is if they are continually inconvenienced by passengers or preferably credit card companies challenging them. If Princess reps have to spend hours dealing with each enquiry, surely some executive will begin to understand the cost to them in time and poor customer relations.

 

If this happens to me again, it goes straight to my credit card company.

[mississauga]

Now I know this seems like a lot of work for a fairly small amount of money, but from this board alone, it seems this is a common practice on Princess' part - even the person I spoke with re my credit card mentioned that she had heard of this happening before. Stuff like this makes me crazy and I refuse to be some doormat. I think the only way Princess will change their policy on this is if they are continually inconvenienced by passengers or preferably credit card companies challenging them. If Princess reps have to spend hours dealing with each enquiry, surely some executive will begin to understand the cost to them in time and poor customer relations.

 

 

I agree with you wholeheartedly! I just wish everyone felt the same. I apparently upset West Coast with my suggestion that everyone needs to do this, otherwise Princess will just ignore this problem if not everyone follows up with this. I did not mean to centre West Coast out or offend him/her...just stating the obvious.

You will get the difference back. It has been no problem for me each time so your credit card company won't need to get involved. Princess will pay the difference back to you but it is an annoyance we could do without after the cruise.

[KFL]

There is one more thing you all should think of doing is contact your local authorities and file fraud charges. In the US this would be the state attourney general's office. Those of you who have 2 homes might want to contact both the US authorities as well as your local authorities.

[phillipahain]

In the UK it will not be seen as fraud sadly

Interesting thought about the US authorities though

[terrierjohn]

....... It is about "nickel and dimeing", about $30.00 - $40.00 per $1,200.00 U.S. charges for Canadian cruisers over and above what I would pay the credit card company.

If Princess really do think it's only about nickel & diming then why don't we hit them where it hurts and reduce the onboard tipping to zero. I was advised by a waiter that Princess pay them the full tip value anyway regardless of what passengers do to the tip, in this way it should hurt Princess far more. So I suggest that all non US passengers eliminate the total tip, just in case Princess decide not to honour our request for US dollar billing. :D :D :D