Cruise Line Guide

How to File a Complaint With Princess Cruises

Updated April 2026  ยท  CruiseComplaintLetter.com

Princess Cruises operates some of the largest ships in the world and one of the industry's most complex booking systems. When things go wrong โ€” especially with MedallionClass technology or shore excursions โ€” knowing the correct escalation path matters.

Princess Cruises Guest Relations Contacts

๐Ÿ’ก Princess Cruises is owned by Carnival Corporation. For legal disputes, Princess ticket contracts specify venue in the United States District Court for the Central District of California โ€” not Miami like most other Carnival Corporation brands.

MedallionClass Technology Complaints

Princess's OceanMedallion system โ€” covering app-based services, stateroom access, dining reservations, and onboard purchases โ€” has been a significant source of passenger complaints. If MedallionClass failures affected your dining, entertainment access, or charged your account incorrectly, document each specific failure with dates and times. These are breach-of-advertised-service complaints and are among Princess's most commonly compensated issues.

Princess Plus and Premier Package Issues

Many Princess passengers purchase Plus or Premier packages covering drinks, gratuities, WiFi, and fitness classes. If any package inclusions were unavailable, restricted without notice, or misrepresented, calculate the per-day value of the undelivered inclusions and include this figure as a specific compensation claim.

Captain's Circle Loyalty Members

Princess's Captain's Circle has Gold, Platinum, Elite, and Elite Plus tiers. Elite and Elite Plus members receive priority consideration in the complaints process. Reference your tier and Captain's Circle number at the top of your complaint letter.

What Princess Typically Offers

Escalation if Princess Does Not Respond

If Princess does not provide a satisfactory response within 30 days, escalate to FMC CADRS at cadrs@fmc.gov. Princess operates extensively from US ports including Los Angeles, Fort Lauderdale, and Seattle and is fully subject to FMC oversight. You can also escalate to Carnival Corporation's executive offices โ€” Princess's parent company โ€” if Princess itself is unresponsive.

Is Princess covered under the Passenger Bill of Rights?

Yes. Princess Cruises is a CLIA member and has adopted the Cruise Industry Passenger Bill of Rights in full. All 10 provisions apply to Princess voyages.

What about World Cruise complaints?

Princess operates some of the cruise industry's most popular world cruise itineraries. Complaints from world cruises involving multiple disruptions should document each incident separately with specific dates, ports, and financial impact. A world cruise complaint is among the strongest cases for meaningful compensation given the significant fare investment involved.

Frequently Asked Questions

How do I file a complaint with Princess Cruises?
Submit your complaint in writing to Princess Cruises Guest Relations at customerrelations@princesscruises.com or by post to 24305 Town Center Drive, Santa Clarita, CA 91355. Include your booking reference, Captain's Circle number if applicable, a factual description of the issues, your financial losses, and the specific compensation you are seeking.
What compensation does Princess Cruises offer for complaints?
Princess typically offers future cruise credits, onboard credit, or reimbursement of specific documented costs. Princess Plus and Premier package passengers who did not receive promised benefits should document each undelivered benefit specifically. A formal complaint letter framing failures in terms of contracted service delivery is consistently more effective.
How long does Princess Cruises take to respond to complaints?
Princess Cruises typically responds to written complaints within 2 to 4 weeks. Setting a firm 14 to 21 day deadline in your letter and referencing escalation to the Federal Maritime Commission CADRS office tends to improve response times significantly.
Do Princess Cruises Captain's Circle loyalty members get better results?
Higher loyalty tiers can influence complaint handling but this is not guaranteed. A formally documented complaint letter citing your Captain's Circle tier, the premium fare paid, and specific service failures against Princess's advertised standards is more consistently effective than relying on loyalty status alone.
Can I escalate a Princess Cruises complaint to a government agency?
Yes. If Princess does not respond satisfactorily, file with the Federal Maritime Commission CADRS office (free). For technology failures involving MedallionClass, document specifically which promised features did not function. You can also dispute credit card charges under the Fair Credit Billing Act if services were not delivered as contracted.
What if my Princess Cruises MedallionClass technology did not work as promised?
MedallionClass technology failures constitute a breach of contracted services if they were part of your booking. Document each failure, when it occurred, how you reported it onboard, and the impact on your experience. A formal complaint citing these specifics gives Princess a clear basis to offer meaningful compensation.
What should I say to Princess Cruises to get a refund?
State your booking reference, Captain's Circle number, describe specific failures including any MedallionClass or package shortfalls, itemise your financial losses, cite the Passenger Bill of Rights, and request a cash refund by a specific date. Reference escalation to FMC CADRS if you do not receive a satisfactory response. CruiseComplaintLetter.com generates this for $16.99.
Is Princess Cruises good at handling complaints?
Princess Cruises has a dedicated customer relations department. Outcomes depend significantly on documentation quality. A formal complaint letter citing specific contractual failures and relevant legal frameworks consistently achieves better results than phone calls or online forms.
What is the Princess Cruises complaints department phone number?
Princess Cruises guest relations contact details including phone and email are available on the Princess Cruises website under Contact Us. For formal complaints seeking compensation, written communication by both email and certified post is significantly more effective than phone contact.
How do I contact Princess Cruises customer relations by email?
Princess Cruises Customer Relations can be contacted at customerrelations@princesscruises.com. The postal address is Princess Cruises, 24305 Town Center Drive, Santa Clarita, CA 91355. Always retain copies of all correspondence.
Can I get a refund from Princess Cruises for technical failures like MedallionClass?
Yes. If MedallionClass features were advertised as part of your package and did not work as promised, this constitutes a breach of contract. Document each specific failure with dates, how it was reported onboard, and the impact. A formal complaint citing these failures and their contracted value is grounds for compensation.
What if Princess Cruises offers me cruise credit but I want cash?
You are not required to accept future cruise credit. State clearly in writing that you are requesting a cash refund. If Princess insists on credit and you paid by credit card, you may have grounds for a chargeback under the Fair Credit Billing Act within 60 days of your statement date.
How long do I have to complain to Princess Cruises after my cruise?
Most Princess Cruises ticket contracts require written notice of a claim within 6 months of the sailing date. Act as soon as possible after returning home while evidence and details are fresh. Do not wait close to this deadline.
Does the Princess Plus package give me extra complaint rights?
Princess Plus and Premier package passengers paid a premium for specific included benefits. If any of those benefits were not delivered, including Wi-Fi, drink packages, or gratuities, you have a specific breach of contract claim for the value of each undelivered item. Document each instance and include itemised values in your complaint.
What compensation has Princess Cruises offered passengers in the past?
Princess has provided compensation ranging from onboard credit and future cruise credit to partial fare refunds for significant documented failures. MedallionClass technology complaints have been compensated with onboard credit and in some cases partial fare adjustments. Documentation quality is the primary driver of compensation outcomes.
Can I complain about Princess Cruises to a government body in the US?
Yes. The Federal Maritime Commission CADRS office handles Princess Cruises complaints at no cost. File at www.fmc.gov after receiving an unsatisfactory response from Princess. You can also report sanitation issues to the CDC Vessel Sanitation Program and dispute credit card charges under the Fair Credit Billing Act.
How long does Princess Cruises take to process a refund?
Approved Princess refunds typically take 7 to 21 business days to appear on your payment method after approval. If an approved refund is delayed, follow up with Princess Customer Relations in writing. Keep records of all approval correspondence to support any escalation if needed.
What if Princess Cruises rejects my complaint?
If Princess rejects your complaint or offers inadequate compensation, escalate to FMC CADRS immediately and consider a credit card chargeback if you paid by card. For significant claims involving personal injury or major financial loss, consult a maritime attorney. Document every stage of your complaint process.
Does Princess Cruises respond better to Captain's Circle loyalty members?
While loyalty status is noted by Princess guest relations, the quality of your documented complaint is the dominant factor in outcomes. A Captain's Circle member with a vague complaint will typically receive less than a non-member with a well-documented formal letter citing specific contractual failures and legal rights.
How do I write a Princess Cruises complaint letter?
Include your booking reference, Captain's Circle number, ship and sailing date, specific failures with dates and evidence, itemised financial losses, citation of the Passenger Bill of Rights, your requested compensation, a 14 to 21 day response deadline, and stated escalation to FMC CADRS. CruiseComplaintLetter.com generates this automatically for $16.99.

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