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Review summary
Princess Cruises has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
Realice 3 cruceros con Princess, el primero en 2023, a Islas Britanicas en el Regal, 15 dias. el segundo en 2024, trasatlantico en el Sun Princess 17 dias, el ultimo en junio 2025, fiordos, en el Emerald, 17 dias.
En el ultimo note una baja muy importante en calidad de espectaculos y comida.
Estos 2 itens para los cruceristas son importantes.
Los espectaculos con excepcion de una cantante, creo que se llamaba Lynda Evans, mediocres. Un hipnotizador que se veia claramente el engaño y encima lo repitieron. Un coro y musical de los propios tripulantes, imaginense.
Y otros por el estilo.
La comida. Mucha comida de olla y aspecto regular para abajo, los primeros dias habia salmon, despues lo remplazaron por otros pescados de regular preparacion. Carne poco. Fruta siempre verde. Postres repetitivos.
Un dia nos ofrecian croisants del dia anterior. Y varios dias faltaron.
Entre los puertos, habia 3, de pequeños pueblitos con muy poco interes.
Hubiera sido ideal, sacar por lo menos 2 e incluir 2 dias en Oslo.
He viajado en MSC, Norwegian, Celebrity y pense que en Princess habia encontrado mi naviera Premium.
No es mas una compañia premium.
We booked the Princess Premier Package and for 2 days now they've blocked my stepsons medallion insisting he can only buy non alcoholic drinks. He's 28 years old!! The ship is tired and a lot smaller cabins than other cruiselines we've used. Spent more time at guest services than enjoying the actual cruise
The cruise experience itself was actually pretty good. The problem I have with them is a policy issue. My fiancee works for an airline and is able to get travel discounts, which she used to book the cruise. After booking I was looking at the Princess website and realized they offer a military/veterans onboard credit. As a vet I thought this was great. I went through the verification process and waited for my credit to be applied. And waited, and waited. I decided to call customer service to see why the credit hadn't been applied. I was told because my fiancee booked with her discount that I wasn't entitled to the veteran's credit. I'm not sure what one has to do with the other, but I hope Princess addresses this in the future.
I'm so surprised to a company like princess has so many issues with customer safety, with insecure rooms, witnessed customers being attacked infront of staff, two other incidents that almost led to attacks in front of staff who in the staff words "didn't want to involve security as the head gets angry" which i can 100% relate to with his dismissive and confrontational attitude when we tried to reported our concerns with not locking rooms, the green unlocked light stays on even when you are out of sight of your cabin, allowing anyone behind you to enter your room without your knowledge, apparently not a problem from the head of ship security (you won't be covered on insurance) repeated entertainment and menu if on for over a week, dirty plates and napkins left on buffet tables, not to mention the movement sensor light in the cabin that comes on if you go to the bathroom at night and lights the whole room without being able to turn it off.
Princess Cruises: Poor Service, Lack of Accountability, and an Insulting Gesture of "Good Faith"
On 16 August 2024, I confirmed, booked, and paid a deposit for a 7-day cruise for 2 departing from Sydney on 30 November 2024 and returning on 7 December 2024, covering stops in Hobart, Port Albert, and Melbourne.
What started as an exciting holiday plan turned into a frustrating and unacceptable ordeal due to the abysmal customer service and lack of professionalism from Princess Cruises.
On 25 September 2024, I received an email from reservations at princess cruises cruises stating:
"Our records indicate that a refund is due to you. Refund details are as follows: AUD 2,229.25."
Despite confirming the legitimacy of this refund on 26 September 2024, following numerous calls and emails, the refund process became a nightmare.
From 26 September to 31 December 2024, I spent countless hours trying to follow up on the promised refund, only to face conflicting statements and unhelpful responses from the Princess Cruises team.
On 31 December 2024, I was finally notified by a Customer Liaison Representative that the refund of AUD 2,229.25 had been processed incorrectly against my booking and would not be credited to my account. It took over three months for this information to be conveyed, during which Princess Cruises failed to communicate adequately.
Adding to the frustration, their own records indicated multiple attempts to process the refund on the following dates:
20 September 2024
2 October 2024
9 October 2024
27 November 2024
These repeated errors and conflicting updates demonstrate a severe lack of organization and professionalism. Throughout the whole process, the communication was appalling, and the customer service team seemed disjointed, offering no resolution or accountability for their mistakes.
To add insult to injury, in a so-called gesture of "good faith," the Customer Liaison Representative offered a $250 per person credit for a future cruise with Princess Cruises, valid only for 12 months. This offer was not only insufficient, but also insulting given the time, stress, and energy spent on trying to resolve their mistake. Expecting a customer to rebook with them after such an experience is audacious and completely tone-deaf.
This experience has left me with no confidence in Princess Cruises’ ability to manage customer service effectively or handle even the most basic administrative processes.
Based on my experience, I strongly advise potential travelers to consider alternative cruise lines that prioritize professionalism customer satisfaction, and excellence.
Princess Cruises’ extremely poor online reviews speak for themselves.
I regret booking with them and urge others to avoid the same mistake.
I just wanted to express my appreciation for the excellent customer service provided by Luyanda Chiya who assisted me through an online refund from our previous cruise in December 2024. Luyanda was professional, patient and very helpful throughout the process and talked me through each step to complete which made it so much better and a positive outcome. I was asked if there was anything more she could help with and sent me a copy of our next booked post cruise travel transportation details.
We are already happy loyal Princess Cruisers about to embark on our 6th cruise next month again now even more impressed with the admin assistance from Luyanda well done. Thank you again
I bought a cruise in August 2024 for my wife and me, leaving from Fort Lauderdale to England sailing in March 2025, choosing the cabin with a semi-obstructed balcony at the most affordable price. This January, I received a message from the company offering a lower price than what I paid for the cabin without obstruction.
We called Princess and requested an upgrade to a cabin without obstruction for the same price, which was higher than the new price charged. But, to our surprise, they said that this promotion was for those who had not yet fallen into the trap. For us, frequent Princess customers, who bought and paid for the cruise in advance, the price is even higher than what we had already paid.
Be careful when buying a cruise from this company, because you may fall into a trap thinking that the company is serious.
We loved both cruises taken with Princess so far on their Enchanted and Sky Princess ships. However their customer service is horrible. They simply don't answer any emails even if you mail several times and I cannot reach anyone on the phone either. An outstanding credit in our favor that was shown on our folio on teh day of disembarkation magically disappeared in the cruise summary that we got and nobody explained why or when we will receive the remaining credit left in our favor. Other cruise lines are better when it comes to after sales care...
We went A long awaited dream cruise to Alaska in August 2024 from Vancouver. The cruise itself was fine until the very last sea day on return, following the end of a very enjoyable theatre show, our 3 year old stumbled on a wine glass (that an inconsiderate passenger left by his stroller!) fell on top of it, cracking the glass and cutting his knee open on the full width of his knee. The medical staff did a sterling job and Princess duly gave us a medical bill of near enough $800 ($100 per stitch he needed to fix the wound). That was minor because we were going to claim on Insurance. That is where the positives ended. The attitude of staff from that point on was absolutely atrocious. The security team came along swiftly to take down notes and fill out an accident log, fine, procedue has to be followed but the way it was done make us feel like they were looking for something to pin the blame on the 3 year old (checking if his shoes were appropriate, if the buggy was appropriate, if he could walk normally etc) when we thought the cruise is 50% to blame for the accident for (A) allowing glasses to be taken into the theatre (B) without having sufficient procedures to collect empty glasses. In previous cruises we've been to, there were staff constantly walking to collect empty glasses. At the very least, the cruise could have had a marked section to place empty glasses, there was none of it within the theatre.
Either way, after the security guys took statements from witnesses to the incident, they conveniently concluded that the CCTV that was covering the area of the incident was 'not working', how convenient! we were then duly sent the bill which we asked the guest services to charge. Regardless they sent another letter in the morning of disembarkation to pay the bill which I called guest services who asked me to ignore as they have the card on file to charge up. I went to the guest services desk to get a copy of the accident report and they still didn't tell us anything about the bill being an issue. And eventually when we were disembarking and checking out from the ship with an injured 3 year old in great pain, the system flashed up for unpaid bill, which is when we lost our patience. The security guy asked us to jog back to guest services to pay the bill with a rude tone. I lost my patience and asked them to get guest services back to me if there is an issue as I had 3 interactions with them that confirmed the bill payment was fine, especially for one that ideally Princess should not even have issued to us when they are partially to blame! At no point of this did any staff member apologise for the incident that occured and made us feel as if we were entirely responsible for the incident. At this point, my 7 year old lost his calm and burst out crying and said "Princess are the worst holiday company, we are never coming back, let's just leave". the hotel manager of the ship saw this and took us to a side to understand what happened, I gave her the credit card asking her to go get payment for the 4th time. After a discussion with guest services, they decided to write the bill off which she acknowledged that never should have been issued and apologised for the distress caused, the first person to have shown any level of empathy.
The drama didn't end there, we raised a complaint with Princess with this and after a lengthy period of silence and a prompt chasing them, they came back saying the company does not take responsibility and this is an unfortunate accident and a level of personal responsbility has to be taken. What a response! Embarassing at best and saying a 3 year old trying to get on his stroller parked up at the appropriate location stumbling over a wine glass that was left by an insane guest partially due to not having appropriate facilities to collect glasses and on a busy carpet that no one would have even seen even if they looked to find a glass there it was hard to notice it. Safe to say we were looking to book our next cruise just an hour before this accident and a cruise company we were going to sing praice, but now it is a cruise company we would safely recommend to stay away at all costs because they are after taking your money and your safety is all your responsibility. My son after several months, says we are never going to go with Princess on any holidays ever again! now there's customer feedback.
I love that Princess is so nice organized that you don't have to go thru those long lines to board or get down at the end of your cruise. The crew is very polite & helpful when you need. HIGH FIVE to these amazing people that serve us on this cruise: OZ Entertaiment Director, Andrew THE BEST BARTENDER (he makes the tastiest coffee every morning for us THANK YOU), Moni & Edward at the Dining Room, Johnny Bar on Deck 6 and Alejandro PHOTO SHOP. You guys ROCK!
Thank You for the Captain for making a hard but needed decision
You guys are great. Will cruise again, people on board are also lovely.
Made reservations for the British Isles and flight
Made reservations for the British Isles cruise and went through princess to book flights for myself, hubby and grandson. I made all our reservations early so I could get the stateroom and flight and plane seats we wanted. Airline changed the time so I called Princess to see if they could up the arrival time in London. First they said I had no reservations for the flight and transferred me to another agent. He would not listen. Kept talking over me. Told me to call back if I found a reservation number. I then called Princess again at another number, got transferred and then told I had a reservation but no assigned flight seats. This is Dec. 30th and I made my reservations in the beginning of August and was given assigned seats. This rep said no seats reserved and all I could get were seats that no one usually wants (no view, sandwiched between rows, and front row usually back in your face). I had made the request due to husbands issues and grandsons first flight. So we are now in the very back (2) and in another row(1). I am so angry to say the least. Angry to the point I am thinking of cancelling the whole trip with Princess and going with another cruise line. This is ridiculous. Oh and this agent said there were no such seats as the other agent gave. What!? No more Princess for us! I do not recommend Princess.
As for the cruise, trying to get information regarding my grandsons forms needed, well, never got an answer just to look online. Customer service terrible.
Vacation to Go booked me on a Princess Sapphire Cruise to Antarctica leaving December 18, 2024, and returning January 4, 2025.
This whole experience was a disappointment, I had to cancel my cruise due to a medical issue. My disappointment is the way I was treated:
1. I requested that Princess Cruise Line cancel or reschedule my trip and was informed that it would be a 100 percent cancellation fee, and then I could rebook my trip later. Bottom line, I would have to pay for the entire trip, and airline fees again. They would not give me any credit. I would be treated like a brand-new passenger.
2. I gave them a 2-week notification, they got to keep all my money and resale the trip to another customer, thereby making twice the money for the same trip, and I basically got nothing.
3. Vacation to Go and Princess Cruise Line did not tell me about their Vacation Protection Plan that I could have bought that would have protected me on this cruise (including getting credit for the tour). I was only directed toward Generali Insurance purchase.
My recommendation for these Cruises is to:
1. If you have to cancel before the cruise, cancel 24 hours before the cruise so that the ship can update their personnel manifest.
2. If you cancel due to a medical issue, do not cancel your trip before you see a health care professional (doctor, etc.), You will need them to validate your insurance claim (VERY IMPORTANT).
3. Purchase a Vacation Protection Plan or other Insurance (Generali is an excellent Insurance company). You never know when an emergency will arise before or during the Cruise.
4. Always read the final terms and ask plenty of questions, putting all your faith in one person can be problematic. This cruise would have been my first.
Princess Cruise Line was a big disappointment to me, and I find it hard to believe they treat customers in such an uncaring way and are only focused on the money.
When I booked a cruise I was told 350 onboard credit then I was told could not have it. Day to late the reason being for that was that they were checking out our future cruise credit..very crafty...cancel now they want 50 pounds to cancel. No way am I paying that
They've been one of my favorite cruise lines in the past, however. Even as an Elite member they charge you for receiving your medallions in advance of your cruise even though you opted to pick them up at the port to save on the shipping (they Refused to refund the shipping even though I selected port pickup). They no longer give you coffee shop credits for Elite members instead of the mini bar setup if you don't drink alcohol which was a great option in the past. Also they no longer give you ANY free internet minutes as a perk for Platinum or Elite members. I'm not sure what the perk is for an Elite member other than laundry service.
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