@PrincessCruises Here comes the reproofs part. Your head office (NOT the ship staff) failed the passengers of the Pacific Princess #cruiseship while we were stranded due to the #COVID19 crisis. Yes, I know you had 18 ships to deal with & some of them had people sick.
@PrincessCruises @PrincessCruises Even so, it was unacceptable customer care to send our ship west from Australia with no certain ports ahead. The lack of communication w/us following that ill-advised move was irresponsible on the part of Princess. We were left in limbo for 18 days.
@PrincessCruises @PrincessCruises When we left Australia, those of us on the ship w/internet access already knew there was no way we would be allowed to visit Sri Lanka. Yet the ship headed there anyway, a 3600-mile journey that took 8 days. Someone should be fired for allowing this.
@PrincessCruises @PrincessCruises Sri Lanka refused us. Then the Maldives. Then the Seychelles. Inexplicably, the ship continued west. Princess HQ did not communicate with us. No letters delivered to our cabins. No emails. Our captain & Guest Services director could tell us nothing.
@PrincessCruises @PrincessCruises I understand Princess had its hands full w/ other issues. I know the world situation was changing rapidly. But put yourselves in the shoes of we passengers. We were trapped aboard with no info about where we were going or what would happen to us.
@PrincessCruises @PrincessCruises I don't fault our captain for any of this. He was either acting on, or waiting for, orders from HQ. By the time he was finally ordered to turn back to Australia, it was almost too late for us to get home before borders closed & flights stopped.
@PrincessCruises @PrincessCruises When we finally received a letter from HQ about what refunds we'd be offered, unknown for all this time, the letter had to be corrected twice. We didn't get our flight details until 2 days before departure, by which time many options had vanished.
@PrincessCruises @PrincessCruises The flights assigned to many of us looked like a robot had booked them with no human review. My spouse & I were routed from Perth to Sydney to Auckland, NZ to Los Angeles to San Francisco. Four segments that would take *two days* end to end.
@PrincessCruises @PrincessCruises Some U.S. passengers were routed thru Chile. Others thru Fiji. We later learned those routed thru NZ were refused boarding due to border restrictions. When we booked our own flight, we easily routed ourselves in a reasonable 2 legs over 20 hrs. WTF?
@PrincessCruises @PrincessCruises You've told us you want us back. We'd like to come back. We've been loyal to Princess for 20 yrs. But for us to "come back new" as your slogan says, YOU need to come back new. Process our refunds promptly. Keep your promises. Communicate. Apologize.
@PrincessCruises @PrincessCruises I know this was an extraordinary situation. I know you have huge PR issues to deal with along w/ financial ones. But for us to stay loyal to you, we need to know you care about US. We felt abandoned by you. Once you showed up, we felt mistreated.
@PrincessCruises @PrincessCruises Thanks for listening. Let me emphasize once more that the crew onboard the Pacific Princess performed magnificently throughout this crisis. All we want is for the folks behind the scenes at Princess to care for us as well as does the shipboard staff.
@threadreaderapp Please unroll
