Princess Complaint - Beware of Princess "Vouchers"
Some time back, I had called Princess for info on Alaskan Cruises. I was told that an info package and DVD would be under way soon.
About three months later, I finally received that package, along with a letter of apology from some senior official for the delay. As a way to make amends, it was stated in that letter that I would get an on board credit of 50$ on any Princess cruise upon presentation of that letter to the client services desk.
In the meantime, I had already booked a Panama Canal cruise, so I brought the letter along on that cruise. When I presented the letter to customer service, no one knew what to do with it. A supervisor told me that they would have to fax it to Head Office for approval, and they would get an answer on the next day. Well, I returned to the desk for the next 4 days without getting an answer and the first thing I knew, the cruise was almost over.
Once at home, I returned the letter (addressed to the President of Princess cruises) expressing my dissatisfaction and the frustration of having to get down on my knees so that customer service aboard a ship will honor amends offered by their own head office.
A few days later, some guy from customer relations called me and gave me a couple of stupid excuses for the incident and apologized for the inconvenience and offered me, guess what? A 50$ voucher applicable on a future cruise. Here we go again, I said. I'll fight like crazy to have it honored, etc... So I told him to keep the voucher, they seem to need it more than I do.
Now that was a little time back.
This week, I took a 3 day cruise aboard the Ruby Princess. On sailing day, I filled in a ticket for a draw. Next day, there was an envelope addressed to me and slipped under my door saying that I was one of the winners. The voucher clearly said that I had won "a 75$ massage" at the Lotus Spa. I showed up there with my voucher. The first attendant had never seen a spa voucher. Her co-worker studied it for a few seconds, and said "we do not offer 75$ massages here. This is a credit for 75$ for any massage in this list". (Prices ranged from 119$ up).
My argument was that the voucher clearly stated for a massage and that the word credit was not to be found. Her argument was that her system allowed no flexibility on rates.
I asked "did I Win a prize or did I Win the right to give you money?"
I was told Customer Service could answer that question. Ouch. Forget it.
Princess is not a bad cruise line, but sometimes they give me the impression that they are in the "bait and tackle" business.
From now on, any voucher coming from them may go straight to my shredder.
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