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.

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Realice 3 cruceros con Princess

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…

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

policy problem

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.

MH
Poor security majestic

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.

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All reviews

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Showing 581 - 590 of 641 reviews
RF
1 out of 5 stars

Horrible customer service/appreciation

Horrible customer service/appreciation We had a Panama Canal cruise scheduled for March 7-17, 2020, and had paid in full. Due to the Covid pandemic, we decided not to travel based on advice from both our travel agent and our doctor. My husband and I aren’t both in the high risk category based on our ages and health issues. We have provided Princess with a doctor statement and requested a full cash refund but they have denied our request. We understand that the cruise industry has been severely impacted by this pandemic, but we also know that our government has provided relief(which is actually our tax dollars). Surely Princess Cruises is responsible for returning our hard-earned money.

Date of experience: November 21, 2020

RV
1 out of 5 stars

Why pay full amount for cruise with 75% poor reviews many waiting 6 months for £ will they be successful?

Falmoith/Cartagena/Panama/ Cristobel /Limon/Grand Caymen All these places part of the cruise but cannot land re foreign office advice..no one with half a brain believes all everywhere will be back to normal in 10 or so weeks!! Announcement from government on Monday will add to this ... We tried to book flights to miami by BA on the same time scale but they said they cannot take any bookings and that is certain NOW 1st February very close why would princes still insist on full payment with growing pandemic effecting this as well as air travel? Hotels in USA? NATION WIDE OUR INSURERS understand that blindly paying £10k plus does not make wise with outfitss ckearly not returning money and we our insurers and I would be more out of pocket rather than the lesser amount of £2k. ...and then pursuing the agents for this money The vast number of reviews confirming not paying money back is a real wake up call.. they are so bad and reflect our experience Princes and ROL only reply and or act on the few positive reviews

Date of experience: October 31, 2020

SR
1 out of 5 stars

Princess Refunds what a joke!!!!!!

I wish I could give a 0 rating. Our cruise was cancelled 6th May. We initially asked for a cash refund via our Travel Agent. We then received 2 emails in August (out of the blue) saying our FCC was in our account. We checked & yes we had a FCC. We queried this, our Travel Agent spoke to Charlie at Princess who confirmed this was correct (recorded by Travel Agent) so we accepted it & cancelled the request for cash refund verbally & via email. We then booked a future cruise using this FCC direct with Princess all we had to pay was £190 to make up the difference in the price. Duly paid confirmation invoice received PAID IN FULL outstanding 0.00. Two weeks ago we received an email (no explanation) with a revised invoice I thought I had received by mistake. I rang Princess spoke to Monica to query apparently our FCC was given to us in error no apology, no nothing, no explanation they had just removed it. Absolutely no way were they going to honour it or even compensate. Customer service WHAT customer service. Not helpful at all I told her to cancel & refund my £190 which I chased yesterday to be told it could be another week or more. Whilst talking to Monica I asked about the refund now FCC had been removed she was less than helpful. Firstly she intimated it had been paid back to Travel Agent & I should chase them for it. On pushing her further as to when it had been paid she admitted it hadn't been made but I had to speak to the Travel Agent. She could offer no timescale just kept repeating parrot fashion you will need to speak to Travel Agent. On speaking to Ruper (not sure of spelling) yesterday as well as chasing £190 I again asked about the original refund again no timescale given & she told me that I had to speak to Travel Agent. I then dared to ask if I booked a future cruise could the refund be transferred across as a deposit to be told NO (quite viciously) it doesn't work that way & that if we booked a future cruise we would have to pay a deposit. No chance of that happening. We love cruising we have sailed many many times with various cruise lines the majority being with Princess. 194 days since original cancellation and still counting, how long are they going to withheld our money??

Date of experience: October 16, 2020

LR
1 out of 5 stars

Absolutely horrendous customer service.

Absolutely horrendous customer service. If I could have given them zero stars I would! I realise it's been a tough time for companies but we have now been waiting 7 months for our refund, despite being told on numerous occasions that it was being expedited. Total rubbish. Unfortunately we have a cruise booked for next April and I'm now wondering if they're hanging off paying us until our balance is due for the next cruise at the end of December. Will never travel with them again. 😠

Date of experience: October 11, 2020

CH
4 out of 5 stars

Full Refund received as promised

My mother and I were in Singapore in Feb 2020 and our cruise was cancelled the afternoon before. Like everyone who had their cruise cancelled we were in the long line of waiting for a refund. Firstly, the full amount of the cruise, our booked excursions and booked treatments and packages were ALL refunded within 10 days of the cancellation. Yes, I had to submit a request for reimbursement of a complimentary nights accommodation and return flights home but we received our refund via a cheque (it did take 3 months however). We also received a 100% future cruise credit. I look forward to Cruising again.

Date of experience: October 5, 2020

JG
1 out of 5 stars

I februar måned fik jeg aflyst et…

I februar måned fik jeg aflyst et Cruise. Selskabet skulle i forbindelse hermed refundere flybilletter. Med efter Rykkere, anbefalede brev m.v er der intet sket. Claim cmwj9l

Date of experience: October 1, 2020

JK
1 out of 5 stars

Ref WPMYMP

Ref WPMYMP We were on the Sea Princess in March when the "cease sailing" happened and we claimed as soon as we returned. We accepted the offer of 80% refund on the curtailed cruise and 80%FCC. We have been informed that our claim for flights and hotel has been approved but so far we have not received anything other than the refundable onboard credit. This means that Princess are not refunding in date order as they said and it is over 6 months now since we claimed, I think that tops most of the other complaints. I can see other reviews for later claims that have been repaid, which hardly seems fair. Our dream holiday of 4 weeks circumnavigating Australia ended after 1 week. Emails receive a standard "we will respond in 14 days" but they never do. We have informed ABTA and our travel agent has tried on our behalf to get a response but nothing has occurred. We have taken many cruises with Princess and booked another for next year but my confidence in the company has now gone.

Date of experience: October 1, 2020

K
1 out of 5 stars

Where's my refund after 120 days!!

Booking XLDL3K, Baltic Cruise 5th September.. cancelled. Refund requested early June and again late August, I cannot accept cruise credit or vouchers but apparently I cannot get a refund after more than 120 days, Appalling Customer Service!! They rarely answer the phone and when they do they fob you off with I have spoken to the relevant department and they will expedite. All Lies!!

Date of experience: September 30, 2020

C
1 out of 5 stars

Customer Care Deceitful - 135 days no refund

Morning Customer Care Following your email of 27th August 2020, it seems your commitment that my refund will be with me within 14 days has not materialised. You have also failed to contact me as to stated in your email My booking reference 922278 & 943558 I have no choice but to add another review stating how poorly Iglu.com have handled the situation. I will keep writing reviews until this matter is resolved, Seems that even when you write to Richard Downs he too ignores your emails. I will be escalating my issues to ABTA, IATA, OFCOM and other travel organisations, I am sure that at some point Iglu.com will meet its obligations. ABTA should not be allowing this to happen, and I will raise these concerns with them. Customers are been misled in terms of guarantees. 135 has way exceeded the 90 day promise even during this difficult period. Very dissatisfied customer!

Date of experience: September 13, 2020

S
1 out of 5 stars

Princess is now only a scam.

Princess is now only a scam. I Received a message, after many attempts, from Princess, "we do not give refunds on non refundable payments". The fact that the cruise was canceled is not a valid reason. Princess no longer needs ships it makes more money stealing from us suckers.

Date of experience: August 31, 2020

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