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Tuesday, May 16, 2017

PERSISTENCE PAYS OFF!

I had an interesting experience on the phone yesterday.  As Princess Cruises, Elite members, I enjoy taking my longer cruises with them for the free laundry service.  We booked a cruise to the Norwegian Fjords out of Southampton for August 2017.  This cruise in only offered once in August and I paid more than I usually to for this itinerary since I was concerned that it would book up.  Yesterday, my brother pointed out to me that he received an email with advertised rates nearly half of what I paid for the same cruise.  Princess says over and over again that if you find a lower price they will honor it, but I have heard this is not as simple as it sounds.  That certainly is true!

I called Princess with my travel agent and asked to receive the new price.  After an hour of dialogue interspersed with holds, the agent could not find a lower fare.  I was irate and was prepared to cancel the trip altogether since I was within the 100% refundable period.  This is not the way to treat a loyal customer.  At the same time I was ready to throw in the towel, the Princess agent asked if I wished to speak with a customer relations representative.  Yes!!

The representative was very kind and immediately found the promotion my brother received.  She was able to apply it to my booking which resulted in nearly 50% savings.  My airfare with Princess EZAir did not change.  For a 14 day cruise, the savings are enough to take another cruise later in the year!

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