Harlan

Jul 5, 2022

Princess Air Failed to respond

My wife and I planned a Cruise Tour with Princess beginning May 31, 2020. Princess and EZ Air Failed to get us on our trip. On June 3, I sent a letter to Princess. They have never responded and am therefore making this an open letter. Harlan Loebman & Ramona Brand Mr. John Padgett Princess Cruise Lines 24305 Town Center Dr. Santa Clarita, CA 91355 June 3, 2022 Dear Mr. Padgett, An Alaskan cruise has been on my bucket list my entire life. My wife and I married eleven years ago and decided that an Alaskan trip would be our honeymoon. It took nine years to save for this trip, which we originally planned for June of 2020. That trip was, unfortunately cancelled due to the Covid pandemic. We rescheduled this special trip for May 31st through June 12th of 2022. The cost was higher because it was two years later, but felt it was worth it. This trip took an incredible amount of saving, planning, and waiting. Imagine our disappointment, frustration, and anger when we arrived at the Richmond airport on the morning of what was to be our long-awaited honeymoon trip and had the following terrible experience. *Upon arrival we began to check in with our confirmation number at about 11am for a 12:45pm flight. *We went to the American Airlines agent who informed us that there was a problem and referred us to customer service. *The customer service rep, using her computer, told us neither Princess nor EZ Air transferred the money we paid for the flight to the airline. Therefore, our seats had been cancelled and we were bumped from all our flights. *We were never notified. In fact, as I looked at the Princess website everything looked to be in order, and our flight itinerary and confirmation number was listed there. I was never contacted by EZ Air or Princess indicating a problem. *My travel agent and I both tried calling many numbers - Princess, EZ Air and his agency headquarters. *I was on hold with Princess for 4 hours and nobody answered * I then tried calling American Airlines, because the agents behind the counter could not help us. *We even considered purchasing another set of tickets on any flight in a 100-mile radius that would get us to Alaska. There were no open seats on any flight. * We began making phone calls at 11am, when we first learned there was a problem, until 11:30pm, when our travel agent finally contacted someone who might help. By then it was too late, our trip had to be cancelled. It is now June 3rd; I am not in Alaska and not on this trip that I saved for eleven years to take with my wife. We are incredibly disappointed, frustrated, angry and extremely sad. Something important and special was taken away from us. Now, we might never have the opportunity to take this once in a lifetime trip. Mr. Padgett, you should be aware of your company's incompetent handling of this situation and fix it so that it does not happen to anyone else. Harlan Loebman and Ramona Brand