The Bad Cruise Ship Vacation
The Bad Vacation category covers all the little things the cruise line had control over, yet allowed to take place, turning a dream cruise into a headache. This category includes missed ports, canceled excursions, missing luggage, the wedding cake that never arrived, cabin air conditioning that didn't work, food that was not fit to eat, odor in the cabin that was unbearable, elevators that didn't work, a butler who never showed his face, unattainable room service for a sick family, items stolen from the cabin, incorrect or unauthorized charges to a credit card, bed bugs who took up residency in the cabin, toilets that wouldn't flush, far too noisy passengers next door ship's security wouldn't address and any of an array of complaints that took away the significant pleasure of the cruise while you were on it, but didn't significantly impact your life after you got home.
It would be too costly to hire an attorney to advocate, resolve this issue on your own by using a free mediator. See below. Your complaint more serious? Click here
Resolution
1. File a complaint while you are still aboard the ship. Document the complaint. If possible, file the complaint in writing, with two copies, have the person you filed the complaint with sign and date your copy of the complaint.
2. Follow-up with a phone call when you arrive home, fax your copy of the complaint to the home office.
3. If satisfactory resolution is not attained through steps 1 and 2, file a complaint with the Better Business Bureau. The history of BBB complaints against the cruise line is seen below, along with their record of addressing the complaints.
Princess Cruises' Better Business Bureau File
BBB History as of February 1, 2011:
Complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.
Some complainants allege general dissatisfaction with services, and accommodations, such as, room service, food quality, cabin size, or location. Other travelers complain of delays in departure or arrival times. he company generally responds to complaints by providing explanations of their policies. In cases where cancellation and refunds are an issue, the company explains that insurance can be purchased to ensure refunds should a cancellation become necessary. Other service related complaints are addressed by offering discounts on future cruises, apologies or explanations for delays in departure or arrival times. Several complainants who were unable to complete their cruise were not satisfied with the company's response, explaining the "no refund policy." The company refused to make any monetary adjustments in most cases, and customers generally felt their policies were unfair.
The 135 complaints are as follows:
12 Making a full refund, as the consumer requested
15 Making a partial refund
25 Agreeing to perform according to their contract
13 Refusing to make an adjustment
29 Refuse to adjust, relying on terms of agreement
40 Unanswered
1 Unassigned
Princess Cruises
Customer Service Ratings And
Cruise Ship Complaint
Resolution Center
