Princess Cruises
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Appalling lack of Customer Service
Booked a 2 week back to back Western & Eastern Caribbean cruise on Enchanted Princess starting 4th May 2025 plus various excursion at each port and had the excursion itinerary confirmed by Orincess early January. On checking the the itinerary 3 weeks before the cruise departure I noticed that 1 of the excursions had disappeared and that there had been no notification from Princess about it. I queried this through a web chat with a Princess employee who could not provide an answer but that it might be a 3rd party supplier who had cancelled the excursion. My response was that it was still Princess's responsibility and obligation to notify me as the contract was between myself and Princess. The employee said she would pass the query onto the relevant department but I stated that I wanted this registered and responded to as an official complaint. I was asked to put this in an email to her and she would forward it on which I did on 16th April. In my email I requested that Princess respond within 7 days to just advise me of the timescale to review and respond to the complaint. Any good company should have standard process times which they measure against for quality improvement. It is now 11 days on and I have received no communication from Princess. This leads to be believe that: a) They have read the email and ignored it - Appalling Customer Service. b) They have not bothered to read it and just deleted it - Appalling Customer Service c) They have so many complaints that it is stuck in a queue and they have not got around to reading it yet - Appalling Customer Service