{"id":"princess-cruises","page":"https://escalate.alexgaoth.com/#/c/princess-cruises","html":"https://escalate.alexgaoth.com/c/princess-cruises/","generated":"2026-10-15","company":{"id":"princess-cruises","name":"Princess Cruises","aliases":["princess","princess cruise lines","princess cruise lines ltd","1-800-princess"],"sector":"cruise","parent":"Carnival Corporation & plc","website":"https://www.princess.com","regulators":["fmc"],"channels":[{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Live Chat (pre-cruise support)","value":"https://book.princess.com/captaincircle/customerCare.page","hours":"Mon–Fri 9:00 a.m.–12:00 a.m. ET; Sat–Sun 10:00 a.m.–9:00 p.m. ET","purposes":["reservation_problem","travel_credit"],"notes":"The Contact Us page shows a \"Live Chat with Us\" button but no direct chat URL.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"head-office-mail","type":"mail","label":"Princess Cruises head office, Santa Clarita (listed on the Contact Us page without a label)","value":"Princess Cruises, 24305 Town Center Drive, Santa Clarita, CA 91355","purposes":["poor_service","refund_request"],"notes":"The page does not say which department handles mail at this address. Use a method with delivery confirmation.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"access-office-email","type":"email","label":"Access Office (accessibility requests, service animal approval, oxygen)","value":"AccessOfficePrincess@PrincessCruises.com","purposes":["accessibility"],"notes":"The page says the North America team supports all accessibility-related inquiries globally. Medical inquiries go to GuestMedical@HAGroup.com.","source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"},{"id":"mobility-questionnaire","type":"web_form","label":"Mobility Questionnaire (for guests bringing or renting a mobility device)","value":"https://www.princess.com/en-us/mobility-device-form","purposes":["accessibility"],"notes":"Complete it before the cruise. The page gives no deadline.","source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"sales-support-phone"},{"rung":"written_complaint","channel":"support-request-form"},{"rung":"regulator","regulator":"fmc","note":"For a refund Princess owes after it cancelled or delayed a cruise (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund Princess owes but has not paid."}],"playbooks":[{"issue":"refund_request","summary":"If Princess cancels your cruise or delays it more than 3 calendar days and you do not take the alternative, send the refund claim on or before the 180th calendar day after the original embarkation. If you cancel, the charge depends on the booking date, cruise length and days before departure. Refunds go to the original payment method.","evidence":["travel summary or booking confirmation","proof of payment and amount","cancellation or delay notice","date you cancelled"],"steps":[{"do":"If you cancel, check the cancellation schedule that applies to your booking date (on or after, or before, September 2, 2026) and cruise length. Prepaid shore excursions and onboard purchases are refunded in full."},{"do":"If Princess cancelled the cruise or delayed it more than 3 calendar days and you do not accept the alternative cruise or do not travel, send a copy of the travel summary, proof of payment (and amount) and the cancellation or delay notice. Booked directly? Send it to the Contact Center; booked through a travel advisor? Send it to the advisor. Do it on or before the 180th calendar day after the original embarkation.","channel":"sales-support-phone"},{"do":"Also put the claim in writing through the Support Request form, so you have a dated record.","channel":"support-request-form"},{"do":"If Princess denies the nonperformance claim or does not reply within 180 days, file with the Federal Maritime Commission.","regulator":"fmc"},{"do":"If a refund Princess owes is still not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Princess's Nonperformance of Cruise Refund Policy: if Princess cancels your cruise, or delays it for more than 3 calendar days, and you do not accept an alternative cruise or choose not to travel on the delayed one, submit the claim on or before the 180th calendar day after the original scheduled embarkation. Princess replies by email within 180 days of the date the claim is made.","issues":["refund_request"],"source":"https://www.princess.com/legal/nonperformance-of-cruise-refund-policy/","last_verified":"2026-10-13"},{"kind":"fee","claim":"For bookings made on or after September 2, 2026, cruises up to 44 days: 120 days or more before departure, the deposit (unless a refundable deposit was purchased); 113–119 days, 25% of Items; 91–112 days, 50%; 61–90 days, 75%; 60 days or less, 100%. For cruises of 45+ days: deposit only from 121 days or more; 113–120 days, 30%; 61–112 days, 50%; 60 days or less, 100%. \"Items\" means the Total Cruise Price plus any cruise package and pre-purchased gifts or special services.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"fee","claim":"For bookings made before September 2, 2026, 1–13 day cruises: 90 days or more before departure, the deposit (unless a refundable deposit was purchased); 75–89 days, 25% of Items; 61–74 days, 50%; 31–60 days, 75%; 30 days or less, 100%. 14–24 day cruises: 120 days or more, the deposit; 113–119 days, 25%; 91–112 days, 50%; 61–90 days, 75%; 60 days or less, 100%. 25–44 day cruises: 120 days or more, the deposit; 113–119 days, 25%; 61–112 days, 50%; 60 days or less, 100%.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"With a non-refundable deposit, or a promotion that is 100% non-refundable from payment, you are not entitled to any refund of the deposit (and, for 100% non-refundable promotions, of the Cruise Charges). For reduced-deposit promotions, the initial cancellation fee cannot exceed the deposit paid.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Passage Contract says refunds are made directly to the method of payment used at booking, or to your travel advisor. On cancellation, the balance of prepaid Government Taxes and Fees and Required Cruise Fees and Expenses is refunded after deducting any cancellation fees.","issues":["refund_request"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"policy","claim":"Passage Contract Section 8: Princess may, for any reason and without prior notice, cancel the cruise or deviate from scheduled ports. If the cruise is cancelled because of mechanical failure, you are entitled to a full refund of the Total Cruise Price; if Princess cancels before the cruise begins, it refunds the Total Cruise Price less any air or accommodation charges incurred. In other cases the contract says Princess is not liable for damages or a refund of the Cruise Charges.","issues":["refund_request","reservation_problem"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Princess's FAQ says its Cancellation Protection waives cancellation fees only if Princess is notified by telephone or in writing at least 72 hours prior to midnight on the guest's scheduled departure date; it does not cover trip interruption.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}]},{"issue":"travel_credit","summary":"The standard cancellation policy gives no cruise credit; credit comes only through Princess Vacation Protection or a Future Cruise Package. Book Future Cruise Package credits within 18 months of purchase.","evidence":["booking number","credit or Future Cruise Deposit details","purchase date","expiry date"],"steps":[{"do":"Check whether the credit came from Princess Vacation Protection, a Future Cruise Package or a Future Cruise Deposit bought on board. The balance is in your My Princess account."},{"do":"To extend a Future Cruise Deposit, use the Support Request form (topic Future Cruise Deposits); each holder needs a separate request.","channel":"support-request-form"},{"do":"If Princess cancelled or delayed your cruise more than 3 calendar days, you can claim a refund instead of a credit (see refund_request).","channel":"sales-support-phone"},{"do":"If Princess refuses the nonperformance refund, file with the Federal Maritime Commission.","regulator":"fmc"}],"facts":[{"kind":"policy","claim":"\"The standard Princess cancellation policy does not grant cruise credit.\" Eligible U.S. and Canadian residents (excluding New York, British Columbia, Puerto Rico and Quebec) may get cruise credit through Princess Vacation Protection.","issues":["travel_credit"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Future cruise credits from a Future Cruise Package must be booked within 18 months of the package purchase date. A Future Cruise Package can be cancelled within seven business days after purchase (30 days in Florida) by calling 1-800-PRINCESS, option 5.","issues":["travel_credit"],"source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"},{"kind":"process","claim":"Future Cruise Deposit extension requests are processed within 10 business days, need a separate request for each holder, and cover only Future Cruise Deposits bought on board a previous sailing.","issues":["travel_credit"],"source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}]},{"issue":"reservation_problem","summary":"When Princess changes a voyage or itinerary, claim reasonable extra expenses through the Out of Pocket Reimbursement option; it takes about four weeks and pays by mailed check. Non-injury claims need written notice within 15 days of the cruise's end.","evidence":["booking number","change notice from Princess","receipts for extra expenses","what was promised and what happened"],"steps":[{"do":"Raise the problem on board at the Guest Services desk before the cruise ends."},{"do":"Within 15 days of the actual or scheduled end of the cruise, send written notice through the Support Request form. For extra costs caused by a Princess change, choose Out of Pocket Reimbursement and attach receipts.","channel":"support-request-form"},{"do":"If a refund Princess owes is not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Out of Pocket Reimbursement covers reasonable expenses from changes Princess made to a voyage or itinerary. It takes about four weeks from receipt and is paid by mailed check. Alternative holiday plans and wages are not reimbursed.","issues":["reservation_problem"],"source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Passage Contract Section 17: for claims other than injury, illness or death, written notice must be delivered to Princess within 15 days of the actual or scheduled termination date of the cruise; legal action must be commenced within 1 year from the scheduled termination date and served within 90 days after commencement.","issues":["reservation_problem","poor_service","refund_request"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Raise stateroom needs at booking, and email the Access Office for service animals, oxygen and equipment. Some requests have deadlines: large print or Braille menus 60 days before sailing, dietary requests 90 days.","evidence":["booking number","ship and sailing date","requests sent and replies","what was not provided"],"steps":[{"do":"At booking, tell your travel advisor or Princess reservations about accessible stateroom, transfer, interpreter and equipment needs.","channel":"sales-support-phone"},{"do":"Email the Access Office for service animal approval (booking number, ship, sailing date and the animal's trained tasks), oxygen and other accessibility questions.","channel":"access-office-email"},{"do":"If you bring or rent a mobility device, complete the Mobility Questionnaire before the cruise.","channel":"mobility-questionnaire"},{"do":"Ask for large print, Braille or electronic menus at least 60 days before sailing, and submit dietary requests in the Princess app 90 days before the voyage."},{"do":"After the cruise, send written notice of the problem within 15 days of the end of the cruise (the contract deadline for non-injury claims), for example by email to the Access Office and through the Support Request form.","channel":"access-office-email"}],"facts":[{"kind":"deadline","claim":"Princess's accessibility page says to notify Princess at least 60 days before sailing for large print, Braille or electronic menus, to submit dietary requests and food allergies through the Princess app 90 days before the voyage, and to request sign language interpreters, special equipment and accessible transfers at booking. Emotional support animals are not permitted.","issues":["accessibility"],"source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"},{"kind":"policy","claim":"The July 23, 2015 ADA settlement between the United States and Carnival Corporation covers Princess Cruises ships among 62 ships and requires three percent of total cabins to be accessible. This is an archived DOJ page; it does not say whether the agreement is still in force.","issues":["accessibility"],"source":"https://archive.ada.gov/carnival/carnival_fact_sheet.html","last_verified":"2026-10-13"},{"kind":"contact","claim":"The Department of Justice takes ADA complaints online at https://civilrights.justice.gov/report and answers questions on the ADA Information Line 800-514-0301 (TTY 1-833-610-1264).","issues":["accessibility"],"source":"https://www.ada.gov/file-a-complaint/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"Passage Contract Section 17: for injury, illness or death, written notice must be delivered to Princess within 6 months from the date of the injury, illness or death; a suit must be filed within 1 year from that date and served within 90 days of filing.","issues":["safety_incident"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"policy","claim":"Passage Contract Section 17: injury, illness and death claims must be litigated in the U.S. District Court for the Southern District of Florida in Miami. All other claims go to binding arbitration in Miami-Dade County, Florida, except small claims. The contract waives class actions and class arbitration (the waiver does not apply to Australian guests). The contract shown is \"Updated August 2026 Version 1.0\".","issues":["refund_request","poor_service","reservation_problem","safety_incident"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"process","claim":"Princess publishes two passage contracts; the Princess Cruise Lines, Ltd. contract applies to most voyages, and a second one applies to select voyages from Australia, Japan, Singapore, China and Korea. Booked guests can see the contract for their voyage in Manage Booking.","source":"https://www.princess.com/legal/passage_contract/","last_verified":"2026-10-13"}],"known_blockers":["The Contact Us page does not give direct URLs for Live Chat or the Support Request form; both open from the page.","Princess publishes no email address for post-cruise complaints; the written route is the Support Request form or mail.","Credit balances and the voyage-specific passage contract are in My Princess / Manage Booking, which needs sign-in."],"notes":"Checked on 2026-10-13 by loading princess.com pages. The Passage Contract page is \"Updated August 2026 Version 1.0\"; Section 7 and the standard cancellation policy both show the schedule for bookings made on or after September 2, 2026. The standard policy page gives no refund processing time. The contract requires notice \"delivered to Carrier\" but the loaded text gave no notice address. The Contact Us page also lists UK, Australian and New Zealand numbers.","official_domains":["princess.com","princesscruises.com"],"security":{"never_asks":[{"kind":"policy","claim":"\"Princess Cruises will NEVER ask for your Princess.com online account password or your credit card number.\" Customer service representatives will never ask for your account password. If someone contacts you unexpectedly, hang up and call Princess back at a number you already know, not a callback number the caller gives.","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Princess.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam to Princess Customer Service","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}]}},"playbooks":{"refund_request":{"company":{"id":"princess-cruises","name":"Princess Cruises","sector":"cruise","website":"https://www.princess.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"If Princess cancels your cruise or delays it more than 3 calendar days and you do not take the alternative, send the refund claim on or before the 180th calendar day after the original embarkation. If you cancel, the charge depends on the booking date, cruise length and days before departure. Refunds go to the original payment method.","evidence":["travel summary or booking confirmation","proof of payment and amount","cancellation or delay notice","date you cancelled"],"steps":[{"do":"If you cancel, check the cancellation schedule that applies to your booking date (on or after, or before, September 2, 2026) and cruise length. Prepaid shore excursions and onboard purchases are refunded in full."},{"do":"If Princess cancelled the cruise or delayed it more than 3 calendar days and you do not accept the alternative cruise or do not travel, send a copy of the travel summary, proof of payment (and amount) and the cancellation or delay notice. Booked directly? Send it to the Contact Center; booked through a travel advisor? Send it to the advisor. Do it on or before the 180th calendar day after the original embarkation.","channel":{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"do":"Also put the claim in writing through the Support Request form, so you have a dated record.","channel":{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"do":"If Princess denies the nonperformance claim or does not reply within 180 days, file with the Federal Maritime Commission.","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"do":"If a refund Princess owes is still not paid, dispute the charge with your card issuer."}],"channels":[{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"head-office-mail","type":"mail","label":"Princess Cruises head office, Santa Clarita (listed on the Contact Us page without a label)","value":"Princess Cruises, 24305 Town Center Drive, Santa Clarita, CA 91355","purposes":["poor_service","refund_request"],"notes":"The page does not say which department handles mail at this address. Use a method with delivery confirmation.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Princess's Nonperformance of Cruise Refund Policy: if Princess cancels your cruise, or delays it for more than 3 calendar days, and you do not accept an alternative cruise or choose not to travel on the delayed one, submit the claim on or before the 180th calendar day after the original scheduled embarkation. Princess replies by email within 180 days of the date the claim is made.","issues":["refund_request"],"source":"https://www.princess.com/legal/nonperformance-of-cruise-refund-policy/","last_verified":"2026-10-13"},{"kind":"fee","claim":"For bookings made on or after September 2, 2026, cruises up to 44 days: 120 days or more before departure, the deposit (unless a refundable deposit was purchased); 113–119 days, 25% of Items; 91–112 days, 50%; 61–90 days, 75%; 60 days or less, 100%. For cruises of 45+ days: deposit only from 121 days or more; 113–120 days, 30%; 61–112 days, 50%; 60 days or less, 100%. \"Items\" means the Total Cruise Price plus any cruise package and pre-purchased gifts or special services.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"fee","claim":"For bookings made before September 2, 2026, 1–13 day cruises: 90 days or more before departure, the deposit (unless a refundable deposit was purchased); 75–89 days, 25% of Items; 61–74 days, 50%; 31–60 days, 75%; 30 days or less, 100%. 14–24 day cruises: 120 days or more, the deposit; 113–119 days, 25%; 91–112 days, 50%; 61–90 days, 75%; 60 days or less, 100%. 25–44 day cruises: 120 days or more, the deposit; 113–119 days, 25%; 61–112 days, 50%; 60 days or less, 100%.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"With a non-refundable deposit, or a promotion that is 100% non-refundable from payment, you are not entitled to any refund of the deposit (and, for 100% non-refundable promotions, of the Cruise Charges). For reduced-deposit promotions, the initial cancellation fee cannot exceed the deposit paid.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Passage Contract says refunds are made directly to the method of payment used at booking, or to your travel advisor. On cancellation, the balance of prepaid Government Taxes and Fees and Required Cruise Fees and Expenses is refunded after deducting any cancellation fees.","issues":["refund_request"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"policy","claim":"Passage Contract Section 8: Princess may, for any reason and without prior notice, cancel the cruise or deviate from scheduled ports. If the cruise is cancelled because of mechanical failure, you are entitled to a full refund of the Total Cruise Price; if Princess cancels before the cruise begins, it refunds the Total Cruise Price less any air or accommodation charges incurred. In other cases the contract says Princess is not liable for damages or a refund of the Cruise Charges.","issues":["refund_request","reservation_problem"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Princess's FAQ says its Cancellation Protection waives cancellation fees only if Princess is notified by telephone or in writing at least 72 hours prior to midnight on the guest's scheduled departure date; it does not cover trip interruption.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"},{"kind":"policy","claim":"Passage Contract Section 17: injury, illness and death claims must be litigated in the U.S. District Court for the Southern District of Florida in Miami. All other claims go to binding arbitration in Miami-Dade County, Florida, except small claims. The contract waives class actions and class arbitration (the waiver does not apply to Australian guests). The contract shown is \"Updated August 2026 Version 1.0\".","issues":["refund_request","poor_service","reservation_problem","safety_incident"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"process","claim":"Princess publishes two passage contracts; the Princess Cruise Lines, Ltd. contract applies to most voyages, and a second one applies to select voyages from Australia, Japan, Singapore, China and Korea. Booked guests can see the contract for their voyage in Manage Booking.","source":"https://www.princess.com/legal/passage_contract/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Princess owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Princess owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us page does not give direct URLs for Live Chat or the Support Request form; both open from the page.","Princess publishes no email address for post-cruise complaints; the written route is the Support Request form or mail.","Credit balances and the voyage-specific passage contract are in My Princess / Manage Booking, which needs sign-in."],"security":{"official_domains":["princess.com","princesscruises.com"],"never_asks":[{"kind":"policy","claim":"\"Princess Cruises will NEVER ask for your Princess.com online account password or your credit card number.\" Customer service representatives will never ask for your account password. If someone contacts you unexpectedly, hang up and call Princess back at a number you already know, not a callback number the caller gives.","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Princess.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam to Princess Customer Service","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":27},"verified_from":{"page":27},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 by loading princess.com pages. The Passage Contract page is \"Updated August 2026 Version 1.0\"; Section 7 and the standard cancellation policy both show the schedule for bookings made on or after September 2, 2026. The standard policy page gives no refund processing time. The contract requires notice \"delivered to Carrier\" but the loaded text gave no notice address. The Contact Us page also lists UK, Australian and New Zealand numbers.","warnings":[]},"travel_credit":{"company":{"id":"princess-cruises","name":"Princess Cruises","sector":"cruise","website":"https://www.princess.com","account_url":null},"issue":{"id":"travel_credit","name":"Travel credit or voucher problem"},"playbook_source":"company","summary":"The standard cancellation policy gives no cruise credit; credit comes only through Princess Vacation Protection or a Future Cruise Package. Book Future Cruise Package credits within 18 months of purchase.","evidence":["booking number","credit or Future Cruise Deposit details","purchase date","expiry date"],"steps":[{"do":"Check whether the credit came from Princess Vacation Protection, a Future Cruise Package or a Future Cruise Deposit bought on board. The balance is in your My Princess account."},{"do":"To extend a Future Cruise Deposit, use the Support Request form (topic Future Cruise Deposits); each holder needs a separate request.","channel":{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"do":"If Princess cancelled or delayed your cruise more than 3 calendar days, you can claim a refund instead of a credit (see refund_request).","channel":{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"do":"If Princess refuses the nonperformance refund, file with the Federal Maritime Commission.","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}}],"channels":[{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Live Chat (pre-cruise support)","value":"https://book.princess.com/captaincircle/customerCare.page","hours":"Mon–Fri 9:00 a.m.–12:00 a.m. ET; Sat–Sun 10:00 a.m.–9:00 p.m. ET","purposes":["reservation_problem","travel_credit"],"notes":"The Contact Us page shows a \"Live Chat with Us\" button but no direct chat URL.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"\"The standard Princess cancellation policy does not grant cruise credit.\" Eligible U.S. and Canadian residents (excluding New York, British Columbia, Puerto Rico and Quebec) may get cruise credit through Princess Vacation Protection.","issues":["travel_credit"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Future cruise credits from a Future Cruise Package must be booked within 18 months of the package purchase date. A Future Cruise Package can be cancelled within seven business days after purchase (30 days in Florida) by calling 1-800-PRINCESS, option 5.","issues":["travel_credit"],"source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"},{"kind":"process","claim":"Future Cruise Deposit extension requests are processed within 10 business days, need a separate request for each holder, and cover only Future Cruise Deposits bought on board a previous sailing.","issues":["travel_credit"],"source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"kind":"process","claim":"Princess publishes two passage contracts; the Princess Cruise Lines, Ltd. contract applies to most voyages, and a second one applies to select voyages from Australia, Japan, Singapore, China and Korea. Booked guests can see the contract for their voyage in Manage Booking.","source":"https://www.princess.com/legal/passage_contract/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Princess owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Princess owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us page does not give direct URLs for Live Chat or the Support Request form; both open from the page.","Princess publishes no email address for post-cruise complaints; the written route is the Support Request form or mail.","Credit balances and the voyage-specific passage contract are in My Princess / Manage Booking, which needs sign-in."],"security":{"official_domains":["princess.com","princesscruises.com"],"never_asks":[{"kind":"policy","claim":"\"Princess Cruises will NEVER ask for your Princess.com online account password or your credit card number.\" Customer service representatives will never ask for your account password. If someone contacts you unexpectedly, hang up and call Princess back at a number you already know, not a callback number the caller gives.","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Princess.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam to Princess Customer Service","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":27},"verified_from":{"page":27},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 by loading princess.com pages. The Passage Contract page is \"Updated August 2026 Version 1.0\"; Section 7 and the standard cancellation policy both show the schedule for bookings made on or after September 2, 2026. The standard policy page gives no refund processing time. The contract requires notice \"delivered to Carrier\" but the loaded text gave no notice address. The Contact Us page also lists UK, Australian and New Zealand numbers.","warnings":[]},"reservation_problem":{"company":{"id":"princess-cruises","name":"Princess Cruises","sector":"cruise","website":"https://www.princess.com","account_url":null},"issue":{"id":"reservation_problem","name":"Reservation not honored"},"playbook_source":"company","summary":"When Princess changes a voyage or itinerary, claim reasonable extra expenses through the Out of Pocket Reimbursement option; it takes about four weeks and pays by mailed check. Non-injury claims need written notice within 15 days of the cruise's end.","evidence":["booking number","change notice from Princess","receipts for extra expenses","what was promised and what happened"],"steps":[{"do":"Raise the problem on board at the Guest Services desk before the cruise ends."},{"do":"Within 15 days of the actual or scheduled end of the cruise, send written notice through the Support Request form. For extra costs caused by a Princess change, choose Out of Pocket Reimbursement and attach receipts.","channel":{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"do":"If a refund Princess owes is not paid, dispute the charge with your card issuer."}],"channels":[{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Live Chat (pre-cruise support)","value":"https://book.princess.com/captaincircle/customerCare.page","hours":"Mon–Fri 9:00 a.m.–12:00 a.m. ET; Sat–Sun 10:00 a.m.–9:00 p.m. ET","purposes":["reservation_problem","travel_credit"],"notes":"The Contact Us page shows a \"Live Chat with Us\" button but no direct chat URL.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Out of Pocket Reimbursement covers reasonable expenses from changes Princess made to a voyage or itinerary. It takes about four weeks from receipt and is paid by mailed check. Alternative holiday plans and wages are not reimbursed.","issues":["reservation_problem"],"source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Passage Contract Section 17: for claims other than injury, illness or death, written notice must be delivered to Princess within 15 days of the actual or scheduled termination date of the cruise; legal action must be commenced within 1 year from the scheduled termination date and served within 90 days after commencement.","issues":["reservation_problem","poor_service","refund_request"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"policy","claim":"Passage Contract Section 17: injury, illness and death claims must be litigated in the U.S. District Court for the Southern District of Florida in Miami. All other claims go to binding arbitration in Miami-Dade County, Florida, except small claims. The contract waives class actions and class arbitration (the waiver does not apply to Australian guests). The contract shown is \"Updated August 2026 Version 1.0\".","issues":["refund_request","poor_service","reservation_problem","safety_incident"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"process","claim":"Princess publishes two passage contracts; the Princess Cruise Lines, Ltd. contract applies to most voyages, and a second one applies to select voyages from Australia, Japan, Singapore, China and Korea. Booked guests can see the contract for their voyage in Manage Booking.","source":"https://www.princess.com/legal/passage_contract/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Princess owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Princess owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us page does not give direct URLs for Live Chat or the Support Request form; both open from the page.","Princess publishes no email address for post-cruise complaints; the written route is the Support Request form or mail.","Credit balances and the voyage-specific passage contract are in My Princess / Manage Booking, which needs sign-in."],"security":{"official_domains":["princess.com","princesscruises.com"],"never_asks":[{"kind":"policy","claim":"\"Princess Cruises will NEVER ask for your Princess.com online account password or your credit card number.\" Customer service representatives will never ask for your account password. If someone contacts you unexpectedly, hang up and call Princess back at a number you already know, not a callback number the caller gives.","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Princess.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam to Princess Customer Service","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":27},"verified_from":{"page":27},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 by loading princess.com pages. The Passage Contract page is \"Updated August 2026 Version 1.0\"; Section 7 and the standard cancellation policy both show the schedule for bookings made on or after September 2, 2026. The standard policy page gives no refund processing time. The contract requires notice \"delivered to Carrier\" but the loaded text gave no notice address. The Contact Us page also lists UK, Australian and New Zealand numbers.","warnings":[]},"accessibility":{"company":{"id":"princess-cruises","name":"Princess Cruises","sector":"cruise","website":"https://www.princess.com","account_url":null},"issue":{"id":"accessibility","name":"Disability assistance problem"},"playbook_source":"company","summary":"Raise stateroom needs at booking, and email the Access Office for service animals, oxygen and equipment. Some requests have deadlines: large print or Braille menus 60 days before sailing, dietary requests 90 days.","evidence":["booking number","ship and sailing date","requests sent and replies","what was not provided"],"steps":[{"do":"At booking, tell your travel advisor or Princess reservations about accessible stateroom, transfer, interpreter and equipment needs.","channel":{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"do":"Email the Access Office for service animal approval (booking number, ship, sailing date and the animal's trained tasks), oxygen and other accessibility questions.","channel":{"id":"access-office-email","type":"email","label":"Access Office (accessibility requests, service animal approval, oxygen)","value":"AccessOfficePrincess@PrincessCruises.com","purposes":["accessibility"],"notes":"The page says the North America team supports all accessibility-related inquiries globally. Medical inquiries go to GuestMedical@HAGroup.com.","source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"}},{"do":"If you bring or rent a mobility device, complete the Mobility Questionnaire before the cruise.","channel":{"id":"mobility-questionnaire","type":"web_form","label":"Mobility Questionnaire (for guests bringing or renting a mobility device)","value":"https://www.princess.com/en-us/mobility-device-form","purposes":["accessibility"],"notes":"Complete it before the cruise. The page gives no deadline.","source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"}},{"do":"Ask for large print, Braille or electronic menus at least 60 days before sailing, and submit dietary requests in the Princess app 90 days before the voyage."},{"do":"After the cruise, send written notice of the problem within 15 days of the end of the cruise (the contract deadline for non-injury claims), for example by email to the Access Office and through the Support Request form.","channel":{"id":"access-office-email","type":"email","label":"Access Office (accessibility requests, service animal approval, oxygen)","value":"AccessOfficePrincess@PrincessCruises.com","purposes":["accessibility"],"notes":"The page says the North America team supports all accessibility-related inquiries globally. Medical inquiries go to GuestMedical@HAGroup.com.","source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"}}],"channels":[{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"access-office-email","type":"email","label":"Access Office (accessibility requests, service animal approval, oxygen)","value":"AccessOfficePrincess@PrincessCruises.com","purposes":["accessibility"],"notes":"The page says the North America team supports all accessibility-related inquiries globally. Medical inquiries go to GuestMedical@HAGroup.com.","source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"},{"id":"mobility-questionnaire","type":"web_form","label":"Mobility Questionnaire (for guests bringing or renting a mobility device)","value":"https://www.princess.com/en-us/mobility-device-form","purposes":["accessibility"],"notes":"Complete it before the cruise. The page gives no deadline.","source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Princess's accessibility page says to notify Princess at least 60 days before sailing for large print, Braille or electronic menus, to submit dietary requests and food allergies through the Princess app 90 days before the voyage, and to request sign language interpreters, special equipment and accessible transfers at booking. Emotional support animals are not permitted.","issues":["accessibility"],"source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"},{"kind":"policy","claim":"The July 23, 2015 ADA settlement between the United States and Carnival Corporation covers Princess Cruises ships among 62 ships and requires three percent of total cabins to be accessible. This is an archived DOJ page; it does not say whether the agreement is still in force.","issues":["accessibility"],"source":"https://archive.ada.gov/carnival/carnival_fact_sheet.html","last_verified":"2026-10-13"},{"kind":"contact","claim":"The Department of Justice takes ADA complaints online at https://civilrights.justice.gov/report and answers questions on the ADA Information Line 800-514-0301 (TTY 1-833-610-1264).","issues":["accessibility"],"source":"https://www.ada.gov/file-a-complaint/","last_verified":"2026-10-13"},{"kind":"process","claim":"Princess publishes two passage contracts; the Princess Cruise Lines, Ltd. contract applies to most voyages, and a second one applies to select voyages from Australia, Japan, Singapore, China and Korea. Booked guests can see the contract for their voyage in Manage Booking.","source":"https://www.princess.com/legal/passage_contract/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Princess owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Princess owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us page does not give direct URLs for Live Chat or the Support Request form; both open from the page.","Princess publishes no email address for post-cruise complaints; the written route is the Support Request form or mail.","Credit balances and the voyage-specific passage contract are in My Princess / Manage Booking, which needs sign-in."],"security":{"official_domains":["princess.com","princesscruises.com"],"never_asks":[{"kind":"policy","claim":"\"Princess Cruises will NEVER ask for your Princess.com online account password or your credit card number.\" Customer service representatives will never ask for your account password. If someone contacts you unexpectedly, hang up and call Princess back at a number you already know, not a callback number the caller gives.","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Princess.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam to Princess Customer Service","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":27},"verified_from":{"page":27},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 by loading princess.com pages. The Passage Contract page is \"Updated August 2026 Version 1.0\"; Section 7 and the standard cancellation policy both show the schedule for bookings made on or after September 2, 2026. The standard policy page gives no refund processing time. The contract requires notice \"delivered to Carrier\" but the loaded text gave no notice address. The Contact Us page also lists UK, Australian and New Zealand numbers.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Princess owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Princess owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["princess.com","princesscruises.com"],"never_asks":[{"kind":"policy","claim":"\"Princess Cruises will NEVER ask for your Princess.com online account password or your credit card number.\" Customer service representatives will never ask for your account password. If someone contacts you unexpectedly, hang up and call Princess back at a number you already know, not a callback number the caller gives.","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Princess.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam to Princess Customer Service","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":27},"verified_from":{"page":27},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"cruise","title":"Cruise lines — how complaints work","last_verified":"2026-10-13","file":"guides/cruise.md","page":"https://escalate.alexgaoth.com/#/guides/cruise"}}