I am very disappointed with the way Princess Cruises has handled my refund request.
I cancelled my day excursions for a cruise that is still more than 5 months away after our travel plans were disrupted by the global fuel crisis in March and still ongoing with many flight cancellations, which prevented us from being able to embark. Princess Cruises accepted the situation and the excursions were cancelled accordingly and our deposit forfeited.
According to Princess Cruises’ own policy, pre-paid day excursions are fully refundable. This was also confirmed to me multiple times by Customer Service over the phone.
However, after 7 phone calls and 6 emails, there were no response and my refund of USD$739.80 for 2 excursions are still being withheld. To make matters worse, Customer Service closed my account before processing the refund and later informed me they had “no record” of my day excursions, despite me having proof of payment and an Order Summary.
My travelling companions, who are long-standing Princess Cruises customers of over 20 years, have already received their refunds for the exact same situation. Yet my partner and I are still waiting.
I am not asking for anything beyond Princess Cruises’ stated refund policy. I am simply asking the company to honour its own policy and process our full refund fairly and consistently.
I hope Princess Cruises will resolve this matter promptly and restore confidence in its customer service as this is truly unacceptable outcome when they always promote good customer service and support.