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-   -   Princess Has NO Customer Service! (http://www.cruisemates.com/forum/princess-cruise-lines/394886-princess-has-no-customer-service.html)

SusieStone March 1st, 2013 11:01 AM

Princess Has NO Customer Service!
 
I was booked 3/7 on Emerald Princess (Carrib.). My cabinmate had to have
Emergency Surgery and cancelled our reservation. I knew nothing about it.

When I complained that my reservation was cancelled...Princess attempted to reinstate the cruise for me travelling alone. But no
air fare was available. Unbelievable.

When you pay for your cruise with a credit card (which I did), you have a contract with the cruiseline. They did not even give me the courtesy of a phone call to determine if I wanted to go alone. Not even apologetic.
Just: "take it up with your travel insurance". No Manager available at
Princess to speak to (over the course of TWO days)!

I have travelled on Princess many times before, but NEVER AGAIN!

SusieStone

BernieG March 1st, 2013 11:21 AM

I think the blame lies with your cabin mate, not Princess. Princess doesn't have a habit of checking with both people when one person phones to cancel the reservation. Take it up with your friend.

Trip March 1st, 2013 12:24 PM

Why would you think that the cruise line would have any idea about the situtation? To them, someone called to cancel a reservation,end of their part of the connection. Prices change in a hearbeat,and to them you now,would be placing a solo reservation. Your argument is with your pal, and I hope she is doing well.

I hope you are able to cruise soon...

Dave Beers March 1st, 2013 01:02 PM

So if you could arrange your own air, not through Princess, you could have still gone on the cruise? Your post indicates the only reason you didn't rebook was because Princess had no more airline space available.

ruthlessboss March 1st, 2013 03:20 PM

Quote:

Originally Posted by Dave Beers (Post 1465960)
So if you could arrange your own air, not through Princess, you could have still gone on the cruise? Your post indicates the only reason you didn't rebook was because Princess had no more airline space available.

What has air got to do with it anyway? How was she getting there in the first place?



If this is an honest posting, and she was a friend, they couldn't have been very good friends. No friend would cancel a cruise and not tell the other.

Hope they had insurance, they'd get little to no refund anyway if the cruise is 6 days away.

Dave Beers March 1st, 2013 04:30 PM

Quote:

Originally Posted by ruthlessboss (Post 1465975)
What has air got to do with it anyway? How was she getting there in the first place?

When I read the OP it seemed she was saying she got her air with Princess and they didn't have any open seats this close in to the cruise, which is common since the unused inventory would have to be returned to the airline. Perhaps not.

Donna March 1st, 2013 04:58 PM

It seems like we may be missing part of the story?? Why wouldn;t the friend tell her that she cancelled in the first place. I really see no blame with Princess for this with the information stated...

ruthlessboss March 2nd, 2013 08:08 AM

Quote:

Originally Posted by Dave Beers (Post 1465980)
When I read the OP it seemed she was saying she got her air with Princess and they didn't have any open seats this close in to the cruise, which is common since the unused inventory would have to be returned to the airline. Perhaps not.

I was not questioning your remark. I was referencing how she was to get there in the first place and how air became an issue in the first place.

RichC March 2nd, 2013 08:26 AM

I'd like to see how any cruise could have handled the situation any better considering the fact that there was no air available. :wink::roll:

ruthlessboss March 2nd, 2013 08:40 AM

I answered my own question about getting there. From old posts, she's from the west coast. She's angry Princess couldn't book her one of Princess reserved spots. She's an experienced cruiser with 46 cruises under her belt, and not all from the states. I assume not all air travel was thru a cruiseline.
Princess was working with her to reinstate the cruise as a solo. She did not indicate if it was successful, but if it was, why didn't she just book her own airfare?
I hope not all monies were lost due to the timing of the cruise being cancelled. How does insurance handle this? Do they pay according to the penalty phase, or return all of it?
I would hope the OP will come back and fill in the blanks.

SusieStone March 14th, 2013 11:17 AM

Further Saga......
 
Hi, All:

Thanks for your perspectives.

My cabinmate is 93 yrs old. She didn't contact me before cancelling
with Princess (because she was in severe pain...and on her way out the
door to the hospital for emergency surgery). Of course, this was unusual.

The cancellation occurred six days before the cruise. The next day
Princess offered to reinstate the cruise for me, but at that point I'm
sure there would have been no air available (or if avail., the price would
be prohibitive).

We did have Princess travel insurance. We're in the claim process with
them now.

In 48 cruises, I never had a cruise cancelled on me. Just thought
it wouldn't have hurt Princess to give me the courtesy of a phone call.

By the way, my cabinmate is doing great. She's now too busy to cruise
with me. She's going on a University at Sea 30 day cruise in Europe in
May!

SusieStone

ChiefBoats March 17th, 2013 09:47 PM

Sounds like you could have cruised if you had airfare. You could have booked your own airfare. We never let Princess book ours. That way we get there the way we want and when we want. My suggestion in the future go through a travel agent (we always do) and this problem more than likely will not happen.

DougR. March 18th, 2013 07:38 AM

I would no more expect Princess to notify my wife if I cancelled than I would expect them to notify someone else when an authorized person cancels a reservation. Fact is Princess cannot make air reservations magically appear when none exist. The fault does not lie with Princess but with communications with your travel partner. Boycott Princess if you like, but I doubt that any other line would have handled this differently.


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