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Old February 19th, 2012, 07:06 PM
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Default Nightmare with princess cruises

I just had a nightmare with Golden Princess. Last winter break, my mom flew all the way from China to spend the vacation with me. Then nightmare happens. I forgot one of my documentation so I didn’t went on board that day. I realized that was my fault so I just requested them to return my luggage. After three hours, a woman came out and simply told me there are too many luggage and they cannot find ours. I was really pissed. Apparently, they didn’t send anyone to find my luggage. They just waited till the last minute and told us they can do nothing.

Later on, the captain came out and promised me that they will send out my luggage as soon as they arrived in the first port of call. I agreed and left. After a few days, I called the customer service. What I got back is the ship was not able to send out my luggage without a reason. They instructed me to get my luggage after the ship went back to LA. I was so frustrated with my luggage so I went to their cooperate headquarter to get my luggage after two weeks, the time the ship went back from Hawaii. Guess what happened? They forgot my luggage on board and the ship had left for Hawaii again!!

They have already broke their promises twice. I am almost speechless. My mom would be flying back to China in three days and she could not live without her luggage. After negotiation, Princess cruises agreed to send the luggage first to Berkeley and let me take out my stuff and send it back to China. I could do nothing but to accept it.

On the way of the luggage from my place to the cruise’s office, Fedex mistakenly sent the luggage back to Hawaii instead of their office in LA. I talked to them, and Fedex agreed to refund them the money. As I contacted the lost and found department again, they use it as an excuse and stopped the process of returning my luggage.

Their reason was they had spent too much time on my luggage and they didn’t want to deal with it anymore! Excuse me?

If you just give the luggage to me when the ship returns to LA, and all those things couldn’t happen! It’s the third time employees in this company broke their promises to their customer. Finally a nice guy helped me to ship my luggage back to China, but it was two month after I gave my luggage to Princess Cruises. And the luggage still didn’t return to my mom’s hand yet coz the process involving international shipping are very complicated with Chinese custom.

For the whole two month, I spent countless time talking to their customer service, customer relationship department and lost and found department. I found their customer relationship representatives are extremely hard to reach and unhelpful. No one did step out to really solve my problem but only try to persuade me to find other departments to solve the problem. I find they are very passive and they sound like they are giving me a mercy instead of compensating what they have done wrong.

My luggage contains just my old clothes and personal belongings, but I bet every traveler understands that the luggage is almost my life when I am away from home. I not only lost all my booking fees, which is about 2400 dollars but also my whole winter break was ruined that I had to spent my Christmas Eve and New Year’s Eve in a tiny motel room without my luggage.

The lesson I got out of this terrible experience is whether the money you pay is really for the people who are passionate about creating your dream vacation or just fulfilling their duties. I admit the main reason I booked with Princess Cruises was their reasonable price. However, after my experience with their uncompassionate employees, I find whether people are helpful when problems arise is a way more important factor to consider.

I can see what a mess it is for Princess as a company and how poor the communications are between departments and departments. I strongly advice you to think it over before you book any cruise line with Princess. If you don't cause any trouble, I think you will be fine but if you do cause a little bit trouble, you will need a cruise company that really care about how their passengers feel instead of a company like Princess Cruises that try to find excuses to blame all the problems on their customer side and escape from positively solve the problems.


When I deal with these things during my holiday, I did research online and found many similar cases. I believe that apparently I am not the only who suffers from the similar problems. It must be their company’s own problem that makes so many mistakes.
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Old February 19th, 2012, 09:39 PM
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It is unfortunate that you had to experience this. Agreed that they should have resolved the luggage issue much faster, particularly if you had very clear luggage tags that could easily be identified.

However, as you said, you forgot your documentation.

You said all of the trouble would have been avoided if they had just returned your luggage on the ships return. In fact, all of this could have been avoided if you had not forgotten your documentation, boarded the ship and had a wonderful cruise.
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Old February 19th, 2012, 10:36 PM
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Sounds like you had a terrible time and I can understand your frustration.
However, in defense of Princess, to ask for luggage to be unloaded and taken off before the ship sails is really a problem-- remember there were thousands of pieces of luggage they would have had to have gone through trying to find yours before the ship sailed and that would not be feasible to do in a very short time period.
However after the ship sailed and the luggage was distributed to the right cabins, etc. it should have been relatively easy for them to find yours and send it from the first port back to you.
I've never been in a situation like this but I know that sometimes dealing with a large corporation, cruise line or other, it can seem like customer service is just a phrase.
Hopefully you will be able to take a cruise in the near future and it will be worry free.
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Old February 20th, 2012, 07:40 AM
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I am so sorry to hear about the problems you had with your luggage...Yes, Princess should of been quicker getting your luggage back, but other than that, the main problem started when you didn't have all your papers with you...
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Old February 20th, 2012, 02:32 PM
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I am always amazed to hear that people are denied boarding because they forgot to bring all their documentation with them.

I know that when my wife and I go on a cruise all Documention is always in our carry on bag, every single travel document...We never ever forgot one piece of paper in all the times we have traveled..I just always felt that the paper work is the most important item you can bring with you...so how can anyone possibly forget them. My wife and I check double check and triple check before and during our trip to the ship.
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Old February 20th, 2012, 03:10 PM
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I agree with Ron.
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Old February 20th, 2012, 04:31 PM
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Don't know if OP will be back - first time poster.

I think she did admit that the problems started because she forgot her documentation and took responsibility for that. She didn't say, but I would guess she was a first timer, she probably did not realize the hassle in finding her bag at that time. Nevertheelss, she came back on the return of the ship and at that point the errors Princess's side do begin to pile up. What a comedy of errors.
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Old February 20th, 2012, 04:42 PM
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What worries me about this is the ship sailed with someone's luggage but without them...now if the luggage was a bomb....
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Old February 20th, 2012, 06:55 PM
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I took a cruise from FLL. The transport bus left our luggage at the Princess dock, We proceeded on the bus to another cruiseship. After this discovery, my ship got in touch with Princess and of course they couldn't find it before sailing. I was on one cruise, my luggage went on a Princess. When we returned, our luggage was locked up at our dock.
My question would be, who loaded our luggage onto the Princess ship? Usually those boarding grab their own stuff. No one questioned who didn't claim the luggage sitting alone on the dock.
It was an interesting week, but Princess brought our stuff to our sailing dock and got it back.
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Old February 20th, 2012, 07:29 PM
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Quote:
Originally Posted by johnthed0g View Post
What worries me about this is the ship sailed with someone's luggage but without them...now if the luggage was a bomb....
Thats a very good point kind of scary
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Old February 21st, 2012, 11:20 AM
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Question Bomb

Quote:
Originally Posted by johnthed0g View Post
What worries me about this is the ship sailed with someone's luggage but without them...now if the luggage was a bomb....
We obsess so much about airlines -- locking the barn door after the horse got out.

The next attack -- and it will surely come -- won't be directed against the airlines.

Consider six cruise ships headed for Juneau or St. Thomas, all having a bomb go off simultaneously.

One of many possibilities.
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Old February 21st, 2012, 11:24 AM
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Question First time poster

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Originally Posted by green_rd View Post
Don't know if OP will be back - first time poster.

I think she did admit that the problems started because she forgot her documentation and took responsibility for that. She didn't say, but I would guess she was a first timer, she probably did not realize the hassle in finding her bag at that time. Nevertheelss, she came back on the return of the ship and at that point the errors Princess's side do begin to pile up. What a comedy of errors.
Well, a first time poster who posts a complaint and then never comes back is called a "drive-by bashing" and basically deserves nothing except to be ignored.

This one really does not have the earmarks of a drive-by. It is one of those where the OP seems to be asking for sympathy with their position and annoyance against the cruiseline. Unfortunately nobody has a right to expect this board to be all sweetness and light and "tsk tsk you poor dear." If that is what the OP was looking for, they came to the wrong place.

This board IS for wide open discussion of a topic and the expression of many different opinions. That is what the OP got. If she does not come back, then I guess this board is not the place for her. If she does come back and join in the wide open discussion, then she is ready to become a regular on the board! Welcome!
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Old February 21st, 2012, 11:43 AM
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Quote:
Originally Posted by johnthed0g View Post
What worries me about this is the ship sailed with someone's luggage but without them...now if the luggage was a bomb....
That would be my concern as well.

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Old February 21st, 2012, 01:00 PM
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The OP probably won't be back - but then again why should she come back just to read people reminding him how she made a mistake forgetting her documentation.

The lady wasn't whining about losing a $2400 cruise as MOST people would have been - she accepted responsibility. All she said was that she was a full-paying customer denied boarding and all she wanted was her luggage back.

That is a fully understandable and simple request. If the right person had been tasked with finding his luggage she would have had it in no time - certainly before the ship sailed.

I am sorry - but I don't understand how people can have no compassion for a lady who realized she made a mistake and accepted it more than graciously, but wanted to vent because it took the cruise line over two months just to return her luggage.

And did you read this part?

"They said were had already spent too much time dealing with her luggage?"

When the cruise line denied her boarding - THEY SHOULD HAVE DENIED HER LUGGAGE TOO. If she was undocumented they absolutely should not have her luggage on the ship - for very same reason she should not be on the ship. They not only had a customer service responsibility to return that luggage, that had legal obligation to find it and get it off the ship.
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Old February 23rd, 2012, 02:20 AM
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I agree ... She wasn't angry about not being able to board the ship .... She was angry because of the delay in getting her suitcases back, which from her story, I can fully understand...
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Old February 23rd, 2012, 02:30 AM
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What a pain for the OP.

We have rolled our big bags and carry-on through the cruise terminal & not check them at the curb if we suspect problems at the port or terminal. As long as they fit through the scanner they will do it. It is a hassle, but can be done.

Miami is one of those places.
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Old February 23rd, 2012, 07:51 AM
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As a soon to be cruiser, the moral of this story to me was:

Don't forget your documents!
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Old February 23rd, 2012, 09:39 AM
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Exclamation Just to read ...

Quote:
Originally Posted by Paul Motter View Post
The OP probably won't be back - but then again why should she come back just to read people reminding him how she made a mistake forgetting her documentation.....

I am sorry - but I don't understand how people can have no compassion for a lady who realized she made a mistake and accepted it more than graciously, but wanted to vent because it took the cruise line over two months just to return her luggage. ....
"Just to read ..."??

"no compassion..."??

Sorry, Paul, but that is not a good characterization. Certainly a lot of people mentioned that forgetting the documents caused the problem. But that was not the only message and it was not without compassion.

Quote:
Originally Posted by Phil&Liz
It is unfortunate that you had to experience this. Agreed that they should have resolved the luggage issue much faster, particularly if you had very clear luggage tags that could easily be identified.
Quote:
Originally Posted by Ron
Sounds like you had a terrible time and I can understand your frustration....However after the ship sailed and the luggage was distributed to the right cabins, etc. it should have been relatively easy for them to find yours and send it from the first port back to you.
I've never been in a situation like this but I know that sometimes dealing with a large corporation, cruise line or other, it can seem like customer service is just a phrase.
Quote:
Originally Posted by donna
I am so sorry to hear about the problems you had with your luggage...Yes, Princess should of been quicker getting your luggage back,...
Quote:
Originally Posted by green_rd
...she probably did not realize the hassle in finding her bag at that time. Nevertheelss, she came back on the return of the ship and at that point the errors Princess's side do begin to pile up. What a comedy of errors.
Quote:
Originally Posted by watchurdiet
I agree ... She wasn't angry about not being able to board the ship .... She was angry because of the delay in getting her suitcases back, which from her story, I can fully understand...
You see, if I only quote those parts, it seems this board is full of compassion and agreement for the OP. It is not true to characterize the thread that way, just is it is not true to say it is just chastising her for forgetting documents. In fact this thread, like most on any bulletin board, is full of a variety of opinions ranging from agreement to differing to argument with the OP. That is how it works.

I think that Paul is right, this poster came on here looking for sympathy and compassion. She got some. She did not get it from others.

That is how it works. If a poster does not return because they don't get total agreement, they have lost the value of this board. Personally I did not comment on the OP because of my mixed feelings about it. Obviously now I am one of the principal people dragging it down other channels.
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