Princess Line Informative - Beware of Travel Protection, all Carnival Lines
Below is the content of a letter sent to the President, VP Sales, and VP Marketing. They flatly refused to consider my situation. This is just a warning of what to expect from them. Since they are owned by Carnival, I would expect other Carnival properties to be the same. Carnival owns: Carnival, Holland America, Cunard, Yachts Seabourn, Costa, P&O, Ocean Village, Adia, and Iberocruises.
My wife and I became semi retired from our business in 2007. We have always enjoyed traveling and have visited about forty plus countries. Up to this time we have used other travel mechanisms. In 2007, friends invited us to join them on a cruise via Princess to the Amazon in Brazil. We thoroughly enjoyed the trip and have since then, taken regular cruises. We have been averaging about three trips per year, usually to more unusual destinations. All of our cruises have been on Princess. All cruises have been booked with the cruise line travel department. We have been loyal customers, having achieved your Platinum level in 2008. We are healthy and enjoy extensive travel when time and resources permit.
On March 31, 2009 we signed up for a trip to the Holy Land, departing Rome on May 8th. On April 8th, I suffered a serious injury to my eye (detached and severely torn retina), which prevented me from travel. I contacted Delta Airlines and they immediately said they would provide us with a voucher for the full amount which could be redeemed for up to one year, no restrictions. The only requirement was a letter from my physician stating the circumstances. When I contacted Princess, they informed me that I could obtain only a fifty percent refund based on the departure date because we had not purchased travel insurance. I responded that I have not seen the need for such insurance because of our good health and lifestyle. I pointed out our ongoing loyalty to Princess and to frequent travels. In fact, your marketing department contacted me, asking permission to quote some of my comments about our Baltic cruise. My request to Customer Services was to no avail. It was quite a disappointment that Princess was not as considerate as Delta.
I have no legal dispute with Princess. I am aware of your insurance offering. However, given our past relationship and usage of Princess, I feel some additional consideration should be provided. Think about it. If your course of action would be like Delta’s, feelings would be different. We definitely would travel during 2009 on another Princess trip. Princess would be ahead almost $3,000 and we would be happy and loyal customers! Given the Princess Customer Service Department's response, that is now not the case.
We would like to have the situation handled in a manner similar to Delta’s. Their handling of the matter just makes good customer relations sense. It is a win-win situation for both parties. As a businessman, I like those kinds of outcomes.