Summary of the Customer’s Experience with Princess Cruise Line
Booking Details
- Customer, Deborah Keck, booked a cruise on the Star Princess 18 months in advance.
- Upgraded to a suite for $1,449, with payment confirming a balance of zero and entitlement to suite benefits.
Issues Encountered
- Attempted to make dining reservations, but faced unexpected charges.
- Over 20 calls were made to different departments with no resolution.
- A Princess employee claimed the customer hadn’t paid enough for the upgrade and demanded more money for benefits.
Unexpected Charges
- Discovered an unauthorized charge of $3,967 added to the booking.
- Princess offered three options: pay the extra fee, downgrade to the original mini-suite with a refund of the upgrade fee, or cancel the cruise entirely.
Customer’s Feelings
- Described feelings of being bullied and threatened into surrendering the suite.
- Multiple attempts to contact customer relations and corporate management went unanswered.
Conclusion and Advocacy
- The response from Princess was deemed disappointing, with no resolution provided despite repeated inquiries.
- The advocate highlighted the importance of keeping documentation and proper channels for resolution, noting the option to pursue a small claims court.
Recommendation
- The advocate suggests that given the lack of response from Princess, legal action could be pursued, particularly as the customer is a loyalty member who deserved better treatment.
Contact for Further Help
- Christopher Elliott, founder of Elliott Advocacy, offers resources for consumers facing issues like this.
