If you recently traveled with Princess Cruises and had a problem with your booking, cabin, dining, onboard service, shore experience, billing, or another part of your cruise, you may want to know how to file a complaint with Princess Cruises.
The best approach is to report the problem as soon as possible and give Princess enough information to investigate what happened. For issues that occur during a cruise, Princess says passengers should raise the problem with a Princess representative while they are still on holiday. If the issue is not resolved, its applicable passage contract may set a specific deadline for submitting the complaint after the trip.
Princess also provides an online contact form where guests can submit an enquiry with their name, email address, subject, and additional comments or information.
This guide explains how to complain to Princess Cruises, what information to provide, when to complain, and what you can do if the first response does not resolve the issue.
There are several practical ways to raise a complaint with Princess Cruises.
The right method depends on whether you are currently onboard, preparing for a cruise, or have already returned home.
If something goes wrong during your cruise, do not wait until you return home if you can report it immediately.
Speak with an appropriate Princess representative onboard and explain the problem clearly.
For example, you may need to report:
Princess's passage contract states that problems arising during a holiday should be raised with a Princess representative at the time.
Reporting the issue while you are still onboard gives the cruise line an opportunity to investigate and potentially resolve the problem during the voyage.
If the issue remains unresolved after your cruise, you can contact Princess and provide details of the complaint.
Princess has an online contact form that allows guests to enter their subject, email address, name, and additional comments or information.
When submitting a complaint, explain what happened, when it happened, and what you would like Princess to review.
Do not assume that Princess will already know the details of your situation.
A clear complaint gives the customer-service team useful information to investigate.
A well-organized complaint is easier to understand than a long message containing unrelated details.
Include the most important facts.
Provide information that helps Princess identify your reservation, such as:
If you have a booking confirmation or other cruise documents, keep them available while preparing your complaint.
Explain exactly what happened.
Try to answer basic questions such as:
Avoid exaggerating the situation. A factual timeline is usually more useful than emotional language.
If you have evidence supporting your complaint, keep it available.
Depending on the situation, this might include:
Only provide information that is relevant to the complaint.
One of the most important steps is reporting a problem as soon as it occurs.
Suppose your cabin has a maintenance issue. If you wait until the cruise ends to report it, Princess has less opportunity to inspect the problem while it exists and potentially correct it during your sailing.
The same principle can apply to dining, service, billing, accessibility, and other onboard concerns.
Princess's UK passage contract specifically says that problems arising during the holiday should be reported to a Princess representative at the time.
Therefore, if something is wrong, contact the appropriate onboard team promptly.
The deadline can depend on the cruise, applicable contract, jurisdiction, and type of complaint.
This is important because there is not necessarily one universal deadline for every Princess Cruises passenger.
For example, Princess's UK passage contract says that if a problem is not resolved during the holiday, the complaint should be notified to Princess at the earliest opportunity and no later than 28 days after returning from the package. It also specifies a separate written two-month period for complaints concerning EU Regulation 1177/2010 on passenger rights when traveling by sea and inland waterways.
Other Princess passage contracts can contain different notice requirements.
The current Princess legal information explains that different passage-contract versions apply depending on the voyage's departure location.
For this reason, check the passage contract that applies to your particular booking rather than relying on a general deadline found online.
Princess provides an online customer contact form where guests can submit an enquiry.
You can use the official Princess contact page to provide your information and describe the issue.
If you are currently onboard, speaking with a Princess representative is generally the first practical step for an immediate problem.
If you are already home, use the appropriate Princess customer-service or contact channel and retain a copy of your submission.
Billing complaints should be specific.
If you believe you were charged incorrectly, identify the charge and explain why you believe it is incorrect.
Include information such as:
For example, instead of writing that your final bill is wrong, identify the particular charge you are questioning.
This gives the customer-service team a clear item to investigate.
Cabin-related complaints should be reported as soon as possible while you are onboard.
Describe the issue precisely.
For example, explain whether the problem concerns:
If appropriate, take photographs showing the problem.
More importantly, report the problem to the onboard team instead of relying only on photographs as evidence.
If you have a dining-related concern, speak with the dining team or another appropriate Princess representative while you are onboard.
Explain what happened and identify the dining location, date, and approximate time.
If the issue concerns an allergy or another safety-sensitive matter, communicate the concern immediately to the appropriate onboard staff rather than waiting until after the cruise.
Shore excursions can involve different terms and service arrangements from the cruise itself.
Princess publishes separate excursion terms and conditions, while its passage contracts also distinguish shore excursions from certain other travel services.
If you experience a problem with a Princess-related excursion, report it as soon as possible and retain your excursion confirmation and receipts.
Clearly identify:
This helps separate an excursion complaint from a general onboard complaint.
If your initial complaint does not resolve the problem, keep your correspondence and follow up in writing.
A useful follow-up should include:
Avoid starting a completely new complaint without referring to the earlier communication. Keeping everything in one documented sequence can make the history easier to understand.
Your Princess passage contract is important if your complaint could become a formal claim or dispute.
Princess states that its passage contracts contain the terms governing dealings between the cruise line and passengers. It also provides different contract versions based on the voyage's departure location.
The contract can contain information about:
These provisions can differ between voyages and jurisdictions.
Therefore, passengers should review the contract associated with their specific booking.
A customer complaint is generally an attempt to have a service problem reviewed and resolved by the cruise company.
A legal claim is different.
If your issue involves significant injury, illness, property loss, discrimination, or another potentially legal matter, do not assume that the ordinary customer-service complaint process is the only requirement.
Princess's passage contracts contain specific provisions concerning notice and time limits for claims. For example, the standard U.S. passage contract currently published by Princess includes specific notice and time requirements for different categories of claims.
If you believe you have a legal claim, review the contract applicable to your sailing and consider obtaining appropriate legal advice promptly.
Your complaint does not need to be complicated.
A simple structure works well.
Identify yourself and your cruise.
Give a short, chronological description of what happened.
Mention when you reported the issue onboard and how Princess responded.
Be specific about the part of the complaint that still needs attention.
If you are requesting a review, correction, refund, reimbursement, explanation, or another remedy, state it clearly.
Do not demand multiple unrelated outcomes. Keep the request connected to the actual problem.
A useful complaint can follow this structure:
Subject: Complaint Regarding My Recent Princess Cruise
Booking information: Include your booking number, ship and sailing date.
Issue: Explain what happened.
Timeline: Give the relevant dates and times.
Previous action: Explain who you contacted onboard and what happened afterward.
Supporting information: Mention relevant documents, receipts, photographs or correspondence.
Requested resolution: Explain what you would like Princess to review or resolve.
This structure keeps the complaint professional and easy to follow.
A few practical steps can make the process easier.
Describe what happened rather than using insults or exaggerated statements.
Save emails, screenshots, receipts and other correspondence related to the complaint.
Do not wait unnecessarily, especially when you are still onboard.
A missing booking number or incorrect sailing date can make it harder to identify the reservation.
If the first response does not address your concern, explain what remains unresolved and refer to your previous communication.
Complaint and claim deadlines can differ depending on the voyage and jurisdiction.
You can report an onboard problem to a Princess representative while you are sailing. After the cruise, Princess provides an online contact form for submitting an enquiry. The applicable passage contract should also be checked for complaint and claim requirements.
Yes. You can contact Princess after returning from your cruise. However, do not delay because the applicable passage contract may establish specific complaint or claim deadlines.
Yes. If a problem occurs during your cruise, reporting it while onboard gives Princess an opportunity to investigate and potentially resolve the issue during the voyage. Princess's UK passage contract specifically instructs passengers to raise problems with a Princess representative at the time.
Include your booking information, cruise ship, sailing date, cabin number when relevant, a factual description of the problem, dates and times, details of any previous reports, and relevant supporting documents.
Keep your correspondence and follow up in writing. If the matter involves a potential legal claim, review the passage contract that applies to your sailing because it may contain specific notice periods and dispute-resolution requirements.
No. Complaint and claim requirements can depend on the passage contract applicable to your voyage and its departure location. Princess publishes different contract versions for different voyages.
Knowing how to file a complaint with Princess Cruises can make the process much easier when something goes wrong during or after your trip.
The most important step is to report an onboard problem as soon as possible. Princess's published contract information emphasizes raising problems with a representative while the passenger is still on holiday, giving the cruise line an opportunity to investigate and address the issue.
If the problem remains unresolved after the cruise, use Princess's customer-contact options and provide clear booking information, a factual timeline, supporting evidence, and a specific explanation of what remains unresolved.
Finally, check the passage contract that applies to your particular sailing. Complaint deadlines and formal claim procedures can vary according to the voyage and applicable jurisdiction.
A timely, factual, and well-documented complaint gives Princess the information it needs to understand your concern and review the matter properly.
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