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Kenneth of Mesquite, TX October 23, 2008
Kenneth of Mesquite TX (10/23/08)
Food was poor after first week, flight arrangments with poor service on Delta. Disembarkment was very slow & no one could tell us what was wrong.
Marie of Jacksonville, Florida, FL October 18, 2008
Marie of Jacksonville, Florida FL (10/18/08)
I purchased a bottle of Estee Lauder Beautiful Perfume. I did not open it until I returned home. The product looked exactly like the sample I tried on ship but when I opened the one at home it just has a faint smell and does not hold up.It is very disappointing.
Loss of 54.00 tax free and duty free. Martha of Bulverde, TX August 20, 2008
Martha of Bulverde TX (08/20/08)
I was on the Heart of Alaska Tour for 12 days begining on July 3--we were at the denali lodge when I received my luggage--the small one had the handle ripped off and the large one had a broken and bent metal bar on the inside--the man at the desk told me that they had three more suitcases in the same cond.the day before--
I call when I get home and I am told that I have to get a written estimate for the repair of the two--well other than a shoeshop repair there are no luggage repair places--the total amount for the two is 150--to replace-- neither are repairableI'm told to fax a letter with the shop estimate--I have none--and the fax has cost me another 7.50--also I have to keep the broken ones till they tell me--
Michael of Madison, SD July 14, 2008
Michael of Madison SD (07/14/08)
While getting my new video camera inspected before getting on our Alaskan cruise the inspector dropped it. The camera does work, but not very well now. The on/off button was smashed. It was a clear case of neglegence on their part. I had to hand it over in order to get it approved.
Now Princess won't give me the time of day to get the problem taken care of. They have ignored all attempts to get this resolved because they know they are big and I am just an individual. They don't respond to any plea for assistance saying that it is just to bad for me. I bought this camera to take video of our once in a lifetime experience and that was ruined by neglegence.
The camera cost approximatly 350. The On/Off button is smashed. Philip of Kusnacht, OTHER July 12, 2008
Philip of Kusnacht OTHER (07/12/08)
I was extremely disappointed by the recent performance of Princess on their Heart of Alaska cruise package on the Island Princess in June 16th to 23rd, 2008. The cruise itself met my family's expectations, but Princess's response to some travel difficulties was grossly irresponsible. A company's character is revealed by what it does when things go wrong, not when things go as planned.
My mother and sister unfortunately had a connecting flight cancelled, which was beyond their control or Princess's. However, Princess's customer service was of zero support to them. They refused to help them arrange hotels, change flights or provide useful information. And, it was impossible to get an actual person on the telephone - they were given the run-around by many people, sat on hold for long periods of time, and were finally told to contact one woman who was never in the office and had no voice mail.
All of a sudden the Princess that managed to bombard us weekly with special spa and land excursion offers stopped being communicative. They could have at least made some recommendations for lodging in Ketchikan, but instead pretty much abandoned guests who were already stressed with a rough day of travel and the disappointment of missing two nights on the boat.
I also unfortunately became a victim of Princess's inability to support a guest. We were to go by train from Princess McKinley lodge to Anchorage. The train was delayed numerous times, and we could not get a straight story on what was going on. At this point several of the customers with flights that evening expressed concern and asked what Princess could do to get them to Anchorage. The woman who was supposed to be in charge was totally incompetent - when the train became delayed, she let everyone split up and did not communicate to the group as a whole. Some went into town and were not aware of the problem, others were told conflicting facts - each of the 8 or so different bus drivers seemed to have a different view of what was happening.
Passengers were obviously upset and asking for information. Rather than addressing their concerns, this supervisor was literally hiding behind the busses and avoiding people! Also, she was either being dishonest or had no clue what was going on - at first we were told the hotel transportation manager was working on a solution. However, when several people became so frustrated with a lack of action that they asked for the hotel manager's phone number, we were told the managers had gone home for the day and that they were not available. The supervisor was completely unsympathetic to our plight, and impatient with our questions.
We were also told that none of the eight empty buses could be used to take us to Anchorage since they were reserved for incoming passengers. Princess also refused to use a 12-passenger mini van which the staff road in to take those with flights to Anchorage, again sighting the need to greet the arriving guests. It was obvious that Princess's greater commitment was to its arriving passengers than those departing.
We were then told the train would not arrive until 8:15 in Talkeetna - too late to get us to the airport in time. The woman who was supposed to be helping the travelers mentioned that there was a private taxi service in town that might be an option - that was Princess's solution after nearly two hours of inaction! I and another passenger asked the supervisor if she could at least call the taxi for us, as our cell phones did not have local reception. Incredibly, she refused to do us even this simple courtesy, instead suggesting that we walk to a local restaurant with a pay phone - when she was holding a working mobile phone in her hand! A group of people including myself was able to get a taxi, completely of our own doing - which showed up in less than five minutes - after Princess left us with no information or action for nearly two stressful hours.
The hardships of that day erased a lot of the relaxation and enjoyment my family had on the rest of the trip. The cruise itself was fine, but if anything goes wrong on your trip at all - even if you are stranded by Princess's own doing, do not be surprised if you are abandoned. You should consider this carefully when picking your next cruise line; I personally do not trust Princess for my travels because of their irresponsibility for helping our family when we needed them most.
Princess strands and abandons customers. If anything goes wrong, you are on your own.
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