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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Showing 601 - 610 of 641 reviews
AB
4 out of 5 stars

I had booked a cruise last year with…

I had booked a cruise last year with 118 for Sep this year on the Royal Princess leaving 3rd Oct and due to the current Covid situation we do not feel comfortable flying/cruising. When I contacted the agent to see if our small deposit can be used on another cruise, it seems there is no voucher option to transfer to another cruise at a later date. We were given option to book now but we do not feel comfortable booking until UK/USA are safe, especially in light of additional worry of rioting. Contacted them through various methods, No Response, quality. Got a tweet reply that gave me a phone number where you can not get a person helping, just telling you to speak to your agent, so you go round and round until you give up, that's their plan. Eventually got through and was told I will get a credit on my account and can book either with them or an agent. Lots of aggro but seemed to get there in the end. Shame BA aren't as flexible.

Date of experience: June 21, 2020

CS
1 out of 5 stars

Where are our refunds?

As with other people I have been waiting nearly 14 weeks for my refund. I was told by customer service that the finance department is in America so they don't control the refunds.i don't care about where the money comes from.They took mine quickly enough.We had to pay on time.Its very one sided even in the current situation.I was told that my refund query would be escalated and hopefully put through.That was nearly 3 weeks ago.I agree about the future credit.It is very misleading.Also I have been quoted 2 different amounts re the credit and they can't tell me why.Give us our hard earned money back.Some of us might really need it now.We are not there to keep the company from collapsing.

Date of experience: June 17, 2020

LG
1 out of 5 stars

Poor refund service

After 12 weeks I finally received my refund only to learn that onboard excursions were not included. Yet another series of phone calls revealed that these are dealt with by another department! Unbelievable! 😡 One week later the funds have just been credited to my Amex card. What a saga. I’m afraid Princess Cruises have lost vast amounts of customer goodwill through this shoddy refund service. Future cruise credits to compensate customers - which may be valueless if this pandemic continues - may not be enough to entice customers back.

Date of experience: June 14, 2020

CH
1 out of 5 stars

83 days later and still NO REFUND from…

83 days later and still no refund from Princess.

Date of experience: June 3, 2020

SK
1 out of 5 stars

Is there something less than 1 star?

Is there something less than 1 star? How is it even permitted that such a "reputed" cruise like Princess is holding millions of travelers funds for now 90 + days.IS there no law on this? I cancelled my cruise on March 18 for a May 13 sailing Date. As of today no Refund however since I had paid in full the TA commission has been paid in full I hear...which is great for the TA but what about returning honest customers hard earned money! Why doesn't CEO Jan now come online with a statement? Stop ripping customers - how will you retain loyalty if this is how you treat refunds! you are holding onto funds that re not yours and this is illegal! Also all payments made for onboard packages/gratuities have not been refunded - and this I cancelled before I cancelled my cruise.Customer service agent says cant give a timeline - why not!! Resv No XN4DVV

Date of experience: June 2, 2020

B
1 out of 5 stars

why do Princess Cruises mislead customers

l had my cruise cancelled due to the Virus, Fair enough. This was 12th March, on 12th May l contacted them, was assured my refund had been approved on 20th April and would be with me any day. On 18th May was told it was being done in ship order, 20th May Alphabetical order. "21stMay l spoke to a "team leader" pointed someone one the same cruise with a surname after mine had been dealt with. He "Expedite" the matter again on 26th May and 28th May. Do they have a excuse list where they start at No1 work down, the last one being refer back to No1

Date of experience: May 29, 2020

JP
1 out of 5 stars

Shocking that Princess cruises won’t give refunds on time don’t use them rip off

We booked last year to go on the Japan trip this Nov but covid 19 hit so we cancelled mid March we are still waiting for a refund which should have been paid within 60 days but nothing received despite chasing four times and on Twitter. I know Co are busy but it takes less than a minute to do a Payment instruction. My first time dealing with this Co and appalled they are using everyone’s funds to act like a bank: truly shocking. I suggest everyone waiting for monies charges the cost back via their credit card Co much easier than dealing with this co! Appalled......

Date of experience: May 25, 2020

C
1 out of 5 stars

46 days and no refund after they…

46 days and no refund after they cancelled my cruise. Told 14, then 30 and now 60 days! Wouldn’t travel on one these death ships if it was free. Refund my cash and keep the future credit... ZERO chance I’ll ever sail with Princess.

Date of experience: April 27, 2020

DW
1 out of 5 stars

I would give no stars if I could

I would give no stars if I could. Still waiting for my refund of £6900 since 12/3/20 when THEY!!!!! Cancelled. Sent loads of emails and phone calls. All they can say is that they are really busy. Not good enough give people there money back and stop using it to prop your company up 😡

Date of experience: April 15, 2020

GA
1 out of 5 stars

Get Out If You Can. Awful Customer "Service "

Information on disembarkation is not available before booking which meant that we would have had 12+ hourswaiting at the airport. No assistance was offered, not even baggage storage. False information regarding drinks packages given. Drinks package for those under age is a complete rip off. For around £20 per day you are not allowed canned or bottled soft drinks and the package is described as "Premium ". We were not notified of changes to conditions and when we asked we were told that we should ignore the changes. The Passage Contract appears to contain terms that are considered unfair under the Consumer Rights Act 2015 and other guidance from the Competition & Marketing Authority. I asked several times for a copy of the Complaints Policy but have not been sent it. One member of staff stated that he was too busy to respond. A customer service manager failed to respond to many issues raised. I am lucky, was able to cancel before travelling. A Subject Access Request under GDPR was not actioned for days. I am waiting to see how long the response takes. I agree with others that privacy and data use is an issue - you have to sign away your rights to register. A number of their email addresses bounce back.

Date of experience: March 19, 2020

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