My latest Facebook post … as you can see, stupidity still reigns supreme at Princess.
Princess has finally acknowledged my replacement cruise and cabin, and so I have been able to organise the peripheral flights and other associated bookings. However, I still have no resolution of the final amount due or how that amount was calculated.
Customer Solutions (Sydney) emailed me with a calculation which made absolutely no sense and contradicted previous statements. I now have a series of account statements with varying amounts, some in US dollars, some in AUD and none of which make any sense whatsoever. Some show onboard credits; some do not. Always there are figures which do not relate to anything and nothing explains the basic calculation of the final sum due. When I pointed this out to Customer Solutions, together with copies of the various conflicting accounts, no response was forthcoming.
I explained that the calculation should be simple. I have booked a 14 day cruise, Princess owes me a 7 day cruise. Therefore the account should be for a 7 day cruise (14-7) LESS the amount paid for the original cancelled cruise. Apparently this is all too hard for Princess and I am yet to receive a clear and concise explanation of their current billing notice.
During this process I asked my travel agent to take over the negotiations, as Princess was proving far to irritating and unresponsive. However, Princess told my agent that they could not talk to her as I had not provided authorisation for her to act as my agent. Although this authorisation had in fact already been provided 2 weeks prior I rang Princess and once again provided that authorisation. My agent then rang Princess, who acknowledged the authorisation was in place but still refused to deal with her. Why? Who knows. She has been dealing with Princess for many, many years, yet now Princess is refusing to deal with my authorized agent and remains incapable of dealing with me directly! This level of obstructionism and inefficiency is simply mind boggling.
Princess provides very pleasant cruises, but woe betide anyone who expects anything resembling co-operative, sensible or comprehensible customer service. If you ever get offered a “Move Over” deal, be very, very wary because Princess staff simply have no idea how to handle the transitional process or how to liaise with clients.