Princess Cruise Lines

October, 1999

Good Beginnings

Wanting to be sure that we get the cabin that we want on the cruise that we want, Ellen and Jack pay a deposit on a cruise to Alaska leaving in late June through Cruise and Tours Connections of Bethesda, Maryland. Booking over eight months in advance, we got a cabin with a balcony on the ship in the center on the right side. We wanted the center since there is minimum up-and-down motion compared to the bow and stern and we wanted the right side so that we could gaze at the shoreline from our honeymoon balcony on our way from Vancouver to Seward.

November 13, 1999

Got the Cabin We Wanted

In return for our $700 deposit, Princess Cruise Lines issued us a confirmation that we had the exact cabin we wanted. Alaska, here we come!

April, 2000

Final Payment

We paid the balance of our trip, over $4,000. By this time, our agent Cruise and Tours Connections closed their Bethesda office and continued to operate in Bowie, Maryland as World Travel Connections. However, the same agent was handling everything for us. We asked our agent when we would see the final package of information on our trip. She said it was early and that we would receive it the first week in June.

May 15, 2000

What's This?

Our package arrives in the mail! It's not even June yet. Ellen is on a business trip to Russia. Jack is working in the home office and ready to leave the next day to New Jersey on business. Lucky Jack was at home. Opening the package, Jack discovered loads of brochures and information sheets. One of these sheets is entitled "Adventures Ashore Tour Reservations." On this form, Jack finds that the cabin number is not the one he and Ellen booked. In fact it is just the opposite of everything they wanted. The cabin is on the bow on the left side of the ship.

Same Day 5:00 PM

Outrage!

Jack calls the agent at World Travel Connections. "Is this a mistake?" "No," The agent replies. There was "some problems" with booking and rebooking. The cabin was changed without anyone notifying us. Jack was livid. He told the agent he wanted what he paid for.

Same Day 5:10 PM

Hey Princess, What's the Deal?

Jack calls Princess Cruise Lines in California. He speaks with a representative there. Jack gives the rep the original booking number. Then he gives her the new booking number. There is a pause while the agent looks at her computer. "I will research this and contact your agent," she says.

Same Day 5:30 PM

Huh?

I call the agent at World Travel Connections. She says that it is not anyone's fault, but when the office moved, Princess Cruise Lines was not aware they had received final payment from us and they canceled my cruise booking. (Yes folks, that is exactly what she said. Believe it or not, Princess Cruise Lines will cancel your cruise without even letting you know.) So, Jack said in no uncertain terms that he wanted satisfaction and he wanted it before the week was out.

That Night

Sue Them?

Jack confers with friend and family. Here are the options that are offered:

   Have your attorney send them a letter. If no resolution, sue.

   Contact the California Consumer Commission (Princess Operates in California) and the Maryland Consumer Commission (World Travel Connections operated in Maryland)

May 16, 2000

Princess Gets a Kudo

Jack called another travel agent that a friend recommended. That agent was aghast at what had happened. He assured Jack that Princess Cruise Lines has a fine reputation. That commendation is the reason that none of the recommendations of friend has yet been executed.

May 17, 2000

Jack Gets Paranoid

It occurs to Jack that Princess Cruise Lines has no vested interest in notifying a passenger directly that their cruise has been canceled. In his case, Princess Cruise Lines sold the same desirable cabin twice. If Princess is to continue to enjoy the reputation they seem to have, they should change that practice.

May 18, 2000

So?

Jack called the travel agent. She said that the cruise is sold out and that Princess has us on the top of a waiting list for another cabin.

Same Day

The Bad Gets Worse

Jack looks again at the sheet called "Adventures Ashore Tour Reservation." A response is required by May 19. Tomorrow? We just got this package. What's going on here? Faxed letter goes to Princess and travel agent stating that more time is needed. These letters join the other faxed letters to which Princess has not responded.

Redemption!

The Love Boat Wins Out in The End

Finally, we received an upgrade on our cabin. Our travel agent told us that she was checking every day for a cancellation. We ended up with a cabin on the side that we wanted on the top deck, just behind the captain's quarters. It was perfect!