Princess Cruises customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Princess Cruises.

Mar

Posted by Anonymous

on 3/5/17 at 7:22PM

The following describes the issues we encountered on our cruise to Mexico on
Feb. 18 2017.

We were traveling with 22 friends from Sacramento with Zoe's cruises. It was our second time on the Grand Princess cruise to Mexico. we had a great time on both of our cruises. On our first cruise we had room #709 it was to totally assume experience. So we requested the same room for our second time. When checking in we realized we did not have the same room. For one thing it was on the opposite side of the ship. No major problems at the time so we will address the issue at a later time. The problem started on the second night with a hammering on the ceiling and one of the walls, also the door. We got up to see if someone was at the door. We reported it to the front desk and they said they would have some one check it out. Also the issue was only at night. A person came down to check it out the next day and nothing was done. The next night we called the 6000# and the manager came down in the middle of the night to check it out and offered ear plugs, and said it was just the ship movement. He said some one check out tomorrow. A maintenance man came in the day and tore into the ceiling and sprayed it with wd40. The ceiling was previously damaged, you could tell by the damage to the paneling and molding. The next night seemed better but we could hear sounds in the ceiling like scratching and chewing like possibly a rat or some animal over our heads. We ask if there have been issues in the past reported. They said no. That seems some what strange since the roof panels and moldings were previously damaged. We can understand that to resolve the issue it may be difficult but no offer of another room came our way. When we ask they said they are full.

We plan on future cruises with your company. If you look we have placed deposits on two future cruises. What should we expect if problems of this nature should come up again.

Again We reported it to the front desk three times, three times to the 6000# once to our cruise host from Zoe's cruises and one call to customer service at Princess cruises. We talked to Collins on 2/28.

Sincerely
Dennis and Diana Sumrow

Feb

Posted by Anonymous

on 2/16/17 at 9:54AM

We went on Excursion to the Panama Canal. It rained that morning and stairs to upper deck on tender was wet. My daughter fell all the way down to the bottom and hit her tail bone on the bottom step. I slipped next due to wet steps and no help to get down. The cruise attendant took our names and cabin number. When I got back on the ship I filed an incident report. A day layer I called and was told they dI'd not have a report. The ship infirmary wanted to even charge for a tube of antibiotic cream. I called the next day and got a call from a security person who refused to give his name. Said he would check it out. I am now off the ship and no calls at all from anyone. No one even checked to make sure we were not dead in put room. This cruise is a joke with regards to customer service. Check on line regarding all the customer complaints for lack of service!!!

Jan

Posted by Anonymous

on 1/5/17 at 4:50PM

We have been on 35 cruises with Princess.

Why can't we possibly qualify for anniversary sale on cruise to Alaska in April 2018.??????

Booking

Norma & Earl England

Nov

Posted by Anonymous

on 11/19/16 at 11:00AM

How do I contact princesscruises.com to change my booking to my travel agent? Can you give me a fax number also.

Nov

Posted by Anonymous

on 11/15/16 at 11:53AM

Your customer service & e mail space ares hard to find. I called 3 different time & got 3 different ans. Thanks.

Apr

Posted by Post cruise payment

on 4/10/16 at 1:24PM

First, let me say that we enjoyed our cruisetour to Alaska in 2015. We booked the cruise directly with Princess. About 3 months after our return from the cruise we received a bill from Princess for additional charges. This was after our final bill was delivered and paid on the last day of our cruise. Since this time we have received calls from Princess at least three times a week. I eventually paid Princess by check in December for what I thought was the total they were requesting. After receiving more calls and being informed that I had only paid my husbands portion, I paid my portion by credit card over the phone in January 2016. I am not even sure we owed the money but we wanted to end this and have fond memories of our Princess cruisetour. I AM STILL RECEIVING CALLS - AT LEAST THREE A WEEK. At this point I feel like we are being harassed. I tried calling Princess today after another call was left on our answering machine and they told us they could not do anything on the phone, they can only take post cruise complaints in writing.

Apr

Posted by Anonymous

on 4/2/16 at 3:50PM

Hello:

After coming home from our cruise on the Ruby Princess, Feb 29 to Mar. 10 I received a charge on my Visa statement of $163.64. I was not using this credit card on board and I'm not sure what this charge is. It was dated Mar.10 and posted Mar. 14.

My email and my phone

Thank you for your assistance and hope to hear from you soon.

Ilona Ozols

Apr

Posted by Anonymous

on 4/2/16 at 3:50PM

Hello:

After coming home from our cruise on the Ruby Princess, Feb 29 to Mar. 10 I received a charge on my Visa statement of $163.64. I was not using this credit card on board and I'm not sure what this charge is. It was dated Mar.10 and posted Mar. 14.

My email is . My booking #DV7DDQ.

Thank you for your assistance and hope to hear from you soon.

Ilona Ozols

Dec

Posted by Kande

on 12/12/15 at 11:26PM

My husband and I just got off the crown princess from Mexico I need to complain and want you to know that the lack of service and understanding in regards to the Lotus spa was terrible it absolutely ruined my cruise her name is Britney as a manager of the Lotus spa I signed up or reserved a spa treatment that was $295 I expected a $295 treatment when in fact it was one of the absolute worst experiences I've ever had and I'm very saddened that I was not approached personally by Britney the manager at the Lotus spa I left the ship with really bad feelings in regards to Lotus spa I'm a gold card holder we were with a company named Old Master Old Master . My husband personally made the reservation for the side of body wrap that was for 100 minutes specially for me and was very unhappy when I explained to him my unhappiness in regards to the treatment the most important part was that nobody cared and nobody asked to sit down with me and speak with me personally in regards to the treatment and my unhappiness of the spa treatment itself is very expensive I've had many amazing spa treatments on the princess and on other cruises but I will never ever book another cruise with princess and as a gold cardholder I feel truly disappointed if you could get back with me I would like to speak personally to somebody about it I did buy product from them which is very expensive The massage was adequate but I expected the wrap to be just that a relaxing wrap and I was constantly being asked not to fall asleep showering in the middle of treatment not once but twice and I'm when I spoke of my diss my concerns I was jaded and I feel really badly about it especially for my husband who gave this Bob treatment to me as a gift I would really appreciate a contact back to me in regards to this complaint

Aug

Posted by Anonymous

on 8/1/15 at 9:45PM

I finished a cruise with Princess cruises, started from Athens Greece and ended at Rome, Italy. we stayed at the Marriot Garden Inn In Rome, I left my luggage at the Hotel, complained about it and up to now no response from the hotel or Princess cruises. Please help me recover my luggage.my name is Warlito Moises, address

Jul

Posted by Anonymous

on 7/8/15 at 7:58PM

Vacations to go showed at least 20 dates with oceanview cabins over the dates we wanted, so we didn't try to book until last Saturday. Even though every one showed availability, the agent checked each one and none were available. On Sunday I called Princess and was told there were many oceanview cabins for 7/27 EA4 and I could check with my husband and call back on Monday. On Monday I was told there was nothing available on that or any ship from 7/18 - 8/5, 2015. After many, many hours on the phone over several days we finally found a cruisetour with availability on Princess. The agent put a hold on the cabin when we said yes to booking right then and there, and she explained the insurance and taxes. When we said yes to the insurance she stated that the cabin was gone so I spent over an hour with another customer service person who was unable to give me any help, couldn't even waitlist us. That one was 7/30 EB4 cabin 3005. I've spent 10 hours on this already. Yes, I should have booked sooner, but the Vacations to go site assured me that there were many sailings available for these Alaska Cruisetours, To this day they show lots of availability, when Princess will tell you there are none.

Mar

Posted by Anonymous

on 3/15/15 at 5:26PM

Children should not be allowed to use the hot tub. We were on the 7 day cruise from LA, which ended 3/14 and could not use the hot tub. Parents were using it as a baby pool. Drinks and ice cream were consumed by the families.

Feb

Posted by Anonymous

on 2/27/15 at 8:05PM

I mailed a letter to Princess Cruises president Jan Swartz serve real weeks ago about our concerns about the very poor embarking of our last two Princess Cruses from San Francisco. How long does it take to respond?

Feb

Posted by Anonymous

on 2/11/15 at 11:30AM

ive been home from my 7 day Caribbean cruise for 10 days and still have yet to hear from a rep. I am annoyed now that my BED BUG issue has been ignored. ive sailed princess 5 times and have been ignored. this is a health issue that needs to be addressed.

lynn odonnell

Jan

Posted by Anonymous

on 1/21/15 at 11:03AM

On 1-20-2015 I was in contact with "Michelle" from Customer Relations. This had been in reference to a compliant I had filed regarding a negative incounter on a previous Princess cruise. Michelle was more that helpful and totaly assured me that even minor complaints are not overlooked and forgotten. I was totally at ease in talking with her. She even offered us some compensation to the unfortunate experience we had encounter on that cruise. Not anticipating any reoccurrances of negativity I am totally confident that should that ever happen again I would definetly feel comfortable in recontacting Michelle. She represents Princess Cruises in a very professional manner.

Jan

Posted by Anonymous

on 1/15/15 at 10:19PM

Brisbane to New Zealand Cruise 30/12/14
William and Jessie Neill aged 86 & 84

To whom it may concern,

My parents are back from their cruise, unfortunately it was a night mare, both became very ill with influenza, which included a $861.14 medical bill.
Both of them were confined to the room for 4 days with no services, eg. beds were not made, no fresh water, it took 3 hours to get a menu one day and an other few hours for the food,
As you know my parents are elderly I would have thought they deserved a bit better treatment, as specially as they were not sick before boarding the cruise, they are still not well and have been to their local doctor twice all ready since returning.
Pricesses Cruises did email me to say they were fumigating the ship as there had been a lot of sickness on board, obviously they didn't do it properly.
Certainly will not be travelling with them again.

Kind regards
Glenda McMillan (Daughter)

Nov

Posted by Johnhulbert

on 11/5/14 at 11:53AM

I have just returned from a Transatlantic cruise on the Regal Princess. The cruise was wonderful but I am VERY upset with a member of your medical department and wish to lodge a complaint.

Oct

Posted by Bgold6910

on 10/7/14 at 3:26AM

Who can I email to discuss customer services on a cruise I just came off of from New England Canada

Sep

Posted by Lise

on 9/15/14 at 9:47AM

My husband and I took a British Isles cruise this past May. On the day before disembarkation, my
husband broke his dentures at breakfast. We saw the doctor on board to get a referral to a dentist at port. He said to leave it with him, he would fix it. That evening at dinner, the dentures broke again, and later we received a bill for 170$US. We were quite upset, especially after living a fabulous cruise experience. There was nothing the ship could do, but they suggested we write to the company and explain our case. We did just that upon returning home. We mailed a letter to the head office in California and within 2 week, we received a very polite letter from a lady in the claims department stating that our case had been reviewed and that we would be reimbursed the full amount on our credit card. Our card was fully credited within 2 months. Happy customers. We
are very pleased with Princess service. We will not hesitate to cruise with them again. Thank you Princess.
PS We couldn't reach them by e-mail for some reason.

Jan

Posted by Sad sailor

on 1/3/14 at 5:26AM

Our son left his brand new 3 piece suit on the ship in his cabin; not realising this until he disembarked. He went back immediately only to be told he could not go back onto the ship. He asked if someone could please go to his cabin and get it out of the wardrobe, the reply was NO, he was given a number and told to ring the number in Brisbane where they take lost property, he rang and they told him that it is sent to the head office in Sydney. So he rang there after a few days, the lady he spoke with said that she would check if it was there. He rang back and she said that it was there and that it would be posted out to him, he even said he would pay for the postage. We waited a week No suite so he rang back and the lady this time said that anything left is usually given to charity, but she would speak to the lady who he had spoken to the last phone call, she went away and said that it had not been posted as they could not post it but we could come and collect it, she gave us the address in Sydney Australia. We travelled down with our son over 800k to Sydney from Brisbane to be told that it was no longer there and that it had been given to a charity. Lies, lies, lies. If this suite had not been bought by my deceased Mother we would not have pursued it, but her buying it for our son actually changed his life as Mum had said to him, now dress nicely and you will be respected more and see how people treat you differently, after that he booked the cruise and took it on the cruise. After lie after lie sadly the suite is gone.
We did not even get a sorry after all the running around.
Word of mouth travels quickly and with social media.

He has since worked very hard to save up and get another $800 suite similar to the one Princess kindly!!!!!so they say donated to an Op shop.
Thanks a lot Princess.

Dec

Posted by Anonymous

on 12/27/13 at 12:53PM

I would like to thank your employee, Alex Clontz, for the wonderful help he gave me in completing my information for my Western Caribbean trip on the Princess. He was patient, polite and very helpful with all my questions for completing all the information necessary for my upcoming cruise. Again, my thanks to Alex!

Dec

Posted by Anonymous

on 12/2/13 at 12:15PM

I was a passenger on the Nov 10 sailing to Hawaii from San Francisco, CA. I find it appalling that Princess lines is not even going to compensate passengers on this ill-fated cruise, i.e., the passenger who went overboard. So many people were disappointed because they were not able to see the sites or island they wanted to on this cruise. We didn't get what we paid for, which was a 4 island stop. I think it would be wise to compensate us for us passengers not getting what we paid for. We had less time on each island, and no time on Kauai. Please consider this request. Thank you.

Nov

Posted by koko

on 11/25/13 at 7:34AM

cruised nov 17th-24 2013 travelled with friends therefore our rooms were booked same floor deck a418 and a430 i had 418 key would not work so room steward let me in and someone was already booked in that room.i was not happy had to be put up on deck 12. no one even notified me of this
our enbarkment time were 40 mins apart. one other thing i'm a smoker and smoked at the back of the ship there was a really strong smell of sewage back there and everyone was complaining. everything else was good but i feel someone should of got back to me about the room. would appreciate a reply back

Sep

Posted by Anonymous

on 9/20/13 at 3:00PM

Thank you, Princess Cruises for having such wonderful staff on board the Star Princess!! I took an Alaska cruise out of Seattle, Washington September 7, 2013. All of the staff was outstanding. Unfortunately, I do not have the names of all of the staff members, however, I would like to give special thanks and recognizition to the following: my Cabin Steward, Franco. I was in cabin E231. Franco was the best Cabin Steward I have ever had ~ kind, friendly, efficient, remembered my name and addressed me as such from the first hour I was on board until I disembarked. Jimmy, Michael, Antonio/Anthony,(all in the diningroom around table 165), and Vldamire, also in the dining room. They made the cruise so special with their excellent service and wonderful personalities. Sarah and Anna in the jewelry store were fantastic! They added such a special touch with their friendliness and interest in my cruise. The staff at Passenger Services were always kind and helpful. Security Personnel were kind, polite and made me feel very well taken care of. Also, this was the first time I had left from Seattle. The people at the pier are to be commended. Everything was so well organized and moved along so quickly ~ I was most impressed. What a wonderful way to begin and end a cruise. All in all, it was most enjoyable ~ and that was do, in most p art, to the outstanding people on the Princess staff! It amazes and impresses me so much that they are all able to maintain such pleasant personalities, constant smiles, helpful and upbeat attitudes while constantly dealing with tourist. I thank you from the bottom of my heart ~ each and every one of you. Please give special thanks and recognizition to those I have listed ~ they certainly deserve it! If you have some kind of "Outstanding Employee" program ~ I would like very much to know how I could nominate them. You have my address I file, I am sure. If there are any questions, or if I can provide addition information, please let me know. Sincerely, ML Coyner

Jul

Posted by Anonymous

on 7/4/13 at 11:32AM

I Forrest J. Davidson, Went To North Cape On The Caribean Ship.this Is My 6th Cruise With You, Never Had A Problem Till Now,i Put My Luggage Outside My Stateroom [b730]],we Were Told To Put Our Carryon's Outside Too, Because Of No Room On Bus To Stay With Us, Except Hand Bag's, Ipad's, And Computer's.it Was Picked Up Later In The Evening.. When I Went Down To Gather My Luggage To Get It On The Bus To Heathrow Airport My 18" Carryon Was Not In The Luggage Holding Area [ Gold 3], I Thought It Was Already Put On The Bus, When I Got To Airport, I Helped The Driver Unload The Luggage From His Bus, My Carryon Was Not On Bus. The Driver Said Go Into Airport Terminal Look For Princess Personel, I Found One, She Called Back At Terminal, They Told Her Nothing Was Left Their,this Was Last Bus Going To Heathrow That Day. I Checked With Lost Luggage At Heathrow. The Same Day I Called Lost Luggage Princess A Lady Took The Imformation About My Carryon, She Took All The Imformation, And Said She Will Expedite The Process, I Told Her The Ship Would Be In Port Till Atleast Monday 5.00p.m. London Time. She Told Me To Call Back In 2 Day's, Hope It Would Be Track Down. I Called The Number, And The Ext. Number 44486 No Answer, So I Called The Lost Luggage Number, A Lady Answered, I Told Her What The The Previous Lady Told Me, Her Name Was Shawnte, This Lady Got Very Mad, And Told Me I Needed To Fill Out The Lost Luggage Form, From Your Website, I Agian Told Her About My Conversation With This Woman[ Shawnte ]. She Said Ther Was No Such Extension, Or Woman By That Name, She Couldn't Help Me, She Acted Like I Was Lying To Her, Very Short, And Rude, I Did Most The Leg Work In London To Find My Most Important Piece Of Luggage, Still No Reply, Or My Luggage.

Shame On This Person, I've Got A Very Bitter Taste About Princess Cruises My Member Number IsShame. My Home Number Is If Anybody Give's A Darn.....

Viewing Princess Cruises customer service reviews 1 - 25 out of 31

Princess Cruises customer service reviews

Mar

Posted by Anonymous

Feb

Posted by Anonymous

Jan

Posted by Anonymous

Nov

Posted by Anonymous

Nov

Posted by Anonymous

Apr

Posted by Post cruise payment

Apr

Posted by Anonymous

Apr

Posted by Anonymous

Dec

Posted by Kande

Aug

Posted by Anonymous

Jul

Posted by Anonymous

Mar

Posted by Anonymous

Feb

Posted by Anonymous

Feb

Posted by Anonymous

Jan

Posted by Anonymous

Jan

Posted by Anonymous

Nov

Posted by Johnhulbert

Oct

Posted by Bgold6910

Sep

Posted by Lise

Jan

Posted by Sad sailor

Dec

Posted by Anonymous

Dec

Posted by Anonymous

Nov

Posted by koko

Sep

Posted by Anonymous

Jul

Posted by Anonymous

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