Princess Cruises is a leading cruise line that offers a variety of travel experiences across multiple destinations, including Alaska, the Caribbean, and Europe. The company provides passengers with an array of cruise packages that feature luxury accommodations, onboard dining, and entertainment options tailored to enhance the travel experience. Customers can choose from various promotions, including instant savings on cruise fares and special offers for families traveling with children.
Targeting vacationers seeking unique maritime adventures, Princess Cruises aims to cater to a diverse clientele, from couples looking for a romantic getaway to families seeking fun-filled holidays at sea. The company also promotes value-added packages, such as Princess Plus® and Princess Premier®, which include benefits like dining, drinks, and Wi-Fi, to enhance the overall cruise experience. Through its user-friendly website, www.princess.com, customers can easily explore available itineraries and current deals, making it convenient for them to plan their next voyage.
Princess Cruises receives a significant amount of negative feedback, with many reviewers expressing disappointment in their experiences. While some customers appreciate the beauty of the ships and the quality of the food, they often criticize the service and reliability.
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Common complaints include canceled excursions without proper explanations, poor customer service, and issues with the Medallion class system, which has led to frustration among guests. Safety concerns have also been raised, with reports of inadequate security and incidents occurring in front of staff. Despite a few loyal customers who have enjoyed multiple cruises, the overall sentiment leans heavily towards dissatisfaction, highlighting that Princess Cruises struggles to meet expectations.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
1.7
647
100%
+0.6
● Low
1.7 / 5 overall
=
647 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jul 2025.
Last 3 months
2.1▲ 0.6
12-month avg
1.9
All-time
1.7
Category avg
4.0
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Aug 24
2.1
21
Sep 24
2.0
9
Oct 24
1.1
9
Nov 24
1.8
11
Dec 24
1.8
14
Jan 25
2.5
8
Feb 25
1.6
7
Mar 25
1.3
6
Apr 25
1.6
7
May 25
1.0
4
Jun 25
2.3
13
Jul 25
2.4
7
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
Top praiseof 67 positive reviews
Customer service45%
30 mentions
Friendly staff22%
15 mentions
Helpful support16%
11 mentions
Website & app13%
9 mentions
“I just wanted to express my appreciation for the excellent customer service provided by Luyanda Chiya who assisted me...”
On “Customer service” · Jan 16, 2025
Top complaintsof 394 negative reviews
Customer service53%
207 mentions
Shipping38%
148 mentions
Payment issues30%
120 mentions
Cancellation21%
83 mentions
“I'm so surprised to a company like princess has so many issues with customer safety, with insecure rooms, witnessed c...”
On “Customer service” · Jul 4, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Cruise Lines.
Overall rating and review count for this company and similar companies
Terrible. No refunds. Read the other reviews. They are true
My UK cruise finished over 3 weeks ago. Cruise was very enjoyable and we really enjoyed the stops. Entertainment was not the best, and food just ok. But we had a great time. This is our 15th cruise and we have used many different cruise lines; and this is first time I've had to complain to the company or felt the need to review to warn others
We had some pre-booked excursions. One got cancelled by Princess due to the ship needing to leave earlier than planned due to tides being different than expected in Liverpool (I'd have thought they checked tides in advance, but hey ho).
The excursion amount was credited to our on-board. We are not big spenders so the credit remained at the end of the cruise.
I have tried everything I can to obtain that refund (over 250 USD). Three and half week laters still nothing, and in fact over a month since the planned excursion date.
I have called many times, they say I have to email. I have emailed over 5 times over the period and not had a single reply. I have filled out the on-line contact-us form and had no reply. I have also tried Twitter messages.
I am now having to go through my credit card provider to get my refund.
So a warning about Princess customer care. Quite shocking considering they are such a large organisation.
We will definitely go on more cruises but will not use Princess again.
Without any doubt the worst cruise ship company!
This was our 5th and now last, cruise with this company! They've gone from top to very bottom of cruise companies!
Cruise to Canary Islands started with no end of problems with their useless App you have to use to do pre cruise stuff on. It fails, crashes and leaves you wondering if its been done n worried if you've completed it !
Staff on board were at times rude and bar service waiting times ridiculous, because they were so understaffed with previous staff not returning post covid ; I cam see why !
We waited OVER 1 1/2 hrs for our waiter served drinks order on one occasion. The food was sub standard with cracked n chipped plates n glasses used, the drinks package was a con n now has a daily AND price limit on it (we were never told about when buying this package), some of the drinks actually ran out the excuse given was that the drinks supply comes from the U. S in a container and didn't arrive at the Port in time ?? REALLY???
It was disorganised when attending their 'muster point' meeting, so hod only knows what it would have been like for real ! We queued and queued prior to boarding in extreme heat for over 2 hrs !
Lodged a complaint, no response to emails sent asking for even an acknowledgement, tried calling their Customer 'Service ', on hold for over an hour.. I totally give up with this company, 4 x long standing customers lost !!
AVOID AVOID AVOID !
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Unfortunately i do have to give one star to write this review. This service and the app to it Medallion Class is a joke. You spend hours on email exchange and phone calls with costumer service, no one is able to help you and yoi basically should have an IT study to understand this slow noj functioning app. Couldnt be more angry and disappointed of all my time being wasted by this idiotic service. Never ever again!
Our cruise was canceled on March 7 out of LA while we were waiting at the port. Because of this, we were told that we would receive all of our money back and FCC for the amount of our fare. However, we received less than we paid in FCC and we were shorted $150 of our refund. I contacted Chase (because we booked through Chase and Princess said they could not talk to me about it) to try to get the refund through them, but they could not get a response from Princess. We kept getting told to call back and they would check into it and make sure it posts. After a few months I gave up. It was taking so much time and I didn't have more time to give to the issue. Finally, we received $467 in credits but paid $553 (see attached receipt below). So, we were supposed to get $553 in credits. I have been on hold for hours trying to get this taken care of and nothing. I have emailed as well and have not received any response. I have also done an online chat with no help. This is horrible customer service!!!
Worst ever. The cancelled mid cruise and still no reimbursement …
The cruise line cancelled our cruise 4 days before it ended. They told us they would reimburse our expenses incurred trying to get home from a different location. We sent in the required documents and waited over 3 three months. Called in numerous times, waited hours on the phone only to be hung up on. It's 5 months and still nothing. Worst cruiseline ever.
Princess Cruises, the majority of Trustpilot negative reviews are so accurate about this company. We tried to cancel our cruise within hours of booking for the UK cruise Ref: 3GXK9W after reading the terrible reviews, (but no success, we even e-mailed Carnival, no reply), We got overcharged several times for things that were in our package, very poor internet, we did not get what we paid for in the package, management would not listen to what you say to them, to add to this disappointment I got diagnosed with Covid on day 8. I was sent with many others to level 12 isolation wing, which was full every day. We were so cautious wearing our mask most of the time and did not go on many excursions. We think there's a problem with the air conditioning (you can't turn it off). We would not recommend Princess Cruises to anyone, the medallion only works in their favour, but mainly disfunctional with regards to guests benefit, we wish we had never gone and anyone who pays for a package cannot ask for their gratuities to be returned, unlike those that haven't paid up front, we think this is discrimination and unfair. I hope we get a response from Princess Cruises.
Emerald princess worst cruise I have taken food not good buffet food worse presentation awful cost of shuttle bus $20 when we could have got a local bus for £4 at another port shuttle bus again$20 but when we were in the same port in May on a different ship it was only 4 euros had me down as a first time cruiser with them although it was my 11th even when told did not get any loyalty it will be my last with princess although it was my 72nd cruise
The new medallian app is a joke. it is almost impossible to use. So many different excuses when asked how to navigate it. Food was mediocre. Shows not entertaining and the cabins that we were in (balconies) were in need of repair. Even though we made sure we had taken care of all charges the day we left the ship, we had charges added later and no one can tell us what they are for. They put us on hold and never come back to the call. I mean, NEVER. Such a shame the way Princess is treating their good customers.
Firstly, my wife booked this cruise to surprise me as a 50th Birthday gift to celebrate me turning the big 5.0. What a disaster !
The front desk counter 1 male crew was incredibly rude to my wife, and also what seemed like racist intent. She came back to the room crying and I told her to call the Manager immediately which she did. She got hung up on, so she had to ring back again. Nothing was really done and it was brushed off like it was nothing. I said to my wife let me go with you to the front desk and you point him out, and I will have a nice pleasant chat with him.
She was too upset to go back and face him.
I have lodged a Formal Complaint via email with Princess Cruises regarding this incident, and our terrible mini suit statesman room being the last room at the very back of the ship on deck 10. We couldn't get a good nights sleep due to this.
No privacy from our balcony because people kept coming to the back of the ship to view from looking at us and through our balcony. So we had no privacy therefore couldn't use our balcony as much as we liked.
Rocking of the ship is the worse at the very back, instead of the middle. My wife felt ill while trying to sleep. Last of all noise from other drunk passengers going past our room to go outside at early hours in the morning, waking us up from talking very loudly, and the outside door doesn't close.
So for us personally the Coral Princess cruise to Sydney was a terrible experience.
Cruised around UK on Emerald Princess. Cruise was OK (not special). Crew were excellent (as they often are on most cruise lines). Excursions were extraordinarily expensive. Medallion system was poor and we had to sort out several items that we had been charged for which we had not bought. When we left the ship we were not given any sort of final cabin account bill (I did take a screen-shot of the bill on the last day). We were then overcharged £170 on our cabin bill. Almost impossible to get in touch with Customer Services. Eventually made a complaint. That's the last we heard about it (apart from numerous follow-up calls by us to Customer Services) Princess Cruises T&Cs state that they must give a final response to a complaint within a month. After 12 weeks we have heard nothing. This is equivalent to common theft - My advice is - Do not travel with Princess Cruises!
We wish we had read the reviews PRIOR to sailing with Princess and not AFTER.
1) Medallian Class was impossible to register with and extremely confusing and we had to make numerous calls to them to get things sorted out.
2) only one person in each stateroom was allowed internet access at a time which was bloody irritating. If I logged on, it logged my partner off. And very very slow.
3) on board, the Medallian does NOT locate your shipmates, regardless what is advertised.
4) food was mediocre at best and rubber at worst and, considering this was a "culinary cruise", we would have expected a whole lot better. NOT what you would expect from a cruise ship.
5) entertainment was awful and virtually non existent, unless you like playing charades or trying to put as many coffee beans into a glass using chopsticks. There were "shows" on board once a day but they only lasted 30-45 minutes and it actually took longer than that to get to the bloody theatre.
6) the milk on board was all UHT and as such, the coffee and tea tasted dreadful! With a ship that size, there should have been absolutely no problems having proper milk available for guests.
7) although we were "fully inclusive of all meals, drinks above 12 dollars, tips and having food and drinks delivered to anywhere on the ship", we were charged for food but there were no signs anywhere to say that they were not included in our package.
8) when ordering food & drinks on the Medallian, we were only aloud to order a very limited amount of it. We could only order pastries, cakes and breakfast baps that were rubber at best and it took at least an hour and a half for food to arrive, by which time it was all cold.
9) although the ship was only half full, it was still almost impossible to find somewhere to sit at meal times.
10) at every meal, half of the restaurant was empty of food and we really couldn't understand why. We were told "we're setting up for the next meal" ..... at 7.30 in the morning?????
11) if you have young children, don't be expecting high chairs, because there weren't any!
12) on a ship that size that carries 5000 passengers, there were only 4 small swimming pools, and I mean small!
13) there are signs everywhere saying "anyone found to be holding a sun bed with a towel that does not return within 30 minutes, the towels will be removed".
This was not the case - Princess couldn't care less.
14) whilst trying to relax in the Adults Only section, they were repairing the floor which meant a lot of banging and crashing. Now, I appreciate that obviously, they need to maintain the ship, but this was on Day 3 of our weeks cruise so surely, this should have been done in dock prior to departure, without disrupting the passengers' relaxation time.
15) nowhere near enough staff on duty for the number of passengers so there were extremely long queues for food and drinks.
16) I picked up a roll to have with my supper and was scowled at with the kitchen hand saying "use the tongs and not your hands for infection control purposes". I explained that, as they were not cleaning the tongs after everyone had touched them, I was far more likely to catch something by using the tongs. He then made a point of taking the whole basket of rolls away in principle.
17) watch out for the disabled quad bike riders - there is no room for them to pass in the corridors and they will aim straight for you!
18) rude bar & restaurant staff. Some bars weren't manned at all due to staff shortages.
Unfortunately, this has all ruined our first cruise and has put us off cruising completely.
The very few goods:
1) the ship was immaculate which was down to the cleaning staff!
2) most of the staff were hard working & polite but not all of them (although everyone was saying that they didn't actually see any of the bridge crew until the day of disembarkation, when the Captain was repeating "Thank you for choosing Princess, we hope you will join us again" to every single passenger) - talk about personalising yourself for the people who are paying your wages!!!
3) our stateroom attendant (Orlando) was AMAZING!
4) we had a balcony, thank God!
5) and thank God we had a TV in our room because that was the best entertainment on the ship!
6) boarding & disembarkation were fairly seamless.
We look forward to seeing what the next lot of Princess Victims (sorry, passengers) have to say!
The enchanted princess was our 3rd princess cruise ship.previously been on island and star they were fantastic no problems at all.enchanted princess was horrendous this was suppose to be a little break as had just lost my mam.I got on ship on the 16th august wanted to get of the 17th august dnt get me wrong ship was lovely but not enough staff ,Wi-Fi rubbish ,food was not up to standard ,restaurant cooks putting food behind for staff, so not enough food for passengers. Bars running out of drinks .when we stopped at ports never seen much stock going on ship not like previous princesses . Sun beds only 1800 for 3660 passengers only got sun-bed when people got of the ship to go on trips.the 30 minute rule did not work if no one on bed for 30 minutes staff take towels off but passengers would get breakfast or lunch and eat on sun beds . No chairs to sit on outside.when I complained all I got was get up earlier (really). I fell against wall when washing hands before going into restaurant as slipped on floor a staff member just stood and done nothing.I was ok I went to manager of restaurant and told him all he done was got a mop and gave to member of staff wasn’t asked my name or anything wasn’t even put in accident book . Children were running around and older children vaping in corridors and couple of them were drunk where the staff and parents . Couldn’t watch entertainment as no room and not enough chairs . I wouldn’t go on big ship again as they can’t cope I will stick with smaller ships.
30 days since I contacted customer relations via email about our cruise on sky Princess as no response from guest services whilst on ship. Still no response. DISGUSTING CUSTOMER RELATIONS. No phone number just an email.
Princess don’t deliver what they promise.
Covid and staffing aside this company is a disgrace.
I got Covid on an Alaskan cruise and was put in isolation the last day before we disembarked. My wife and I missed the land portion of the trip, also through Princess, as a result. My wife received a credit for her unused portion of the trip promptly, but it has been over 6 weeks for my credit. We have spent countless hours on hold with Princess on many occasions. Their customer service post cruise is horrible.
Princess Cruise Lines will NEVER get my Business again - I cancelled a cruise I could not go on because I was assisting my Mother-in-Law into a Hospice Adult Family Home - and did not have time to cancel !!! What a rotten way to treat a customer !!! $400 fee for cancelling ???
We had a great time on our cruise and had some photos taken in the Sky Princess studio as it was a special occasion. We were told the photos would be with us within 10 weeks. 11 weeks later we had still not received them. Contacted customer services who said they would chase it up and get back to me. They didn’t!! Emailed twice and they never got back. Have spent a total of 3 hours on the phone to their so say customer services and got no where. The photos cost £550. Cannot believe how terrible the customer services are for this company!!!!
Not yet been on our cruise, which starts 3rd Sept. However their customer service is a nightmare. Almost impossible to contact. E mail address unavailable, WHY? Shortest time I have been waiting on phone is 1hr 10 mins, only to be cut off almost immediately, was on just long enough to correct them that Spa can only be booked via Cruise Personaliser on internet.. Booking for Spa activities not possible online as payment page fails to download. Initial setting up of Medallion App only wanted to load postcode and phone number as USA designation. Part of personal bookings are via App part via internet.
Hope our experience once onboard proves better.
I sailed in June on Emerald Princess. I have $400 refundable cruise credit which is still owed to me. Been 13 weeks. No one answers emails or messages and phone calls get cut off. I will not sail with this charlatan company again. They are quick to take monies for new bookings but if anything is needing to be refunded then cruisers beware. You have been warned.
Really bad experience trying to get refund from cancelled shore excursions for St Petersburg . Its been 8 months now and still no refund . Ive tried so many times to phone for the phone call to be ended as there too busy . No email address for this is given only a phone number . Very very bad firm . Keep your sanity and travel with someone else .
PRINCESS DISCOVERY CRUISE TO ALASKA. We took the huge and beautiful flagship…
We took the huge and beautiful flagship of princess cruise lines, The Princess Doscovery.
Service: excellent
Rooms: Bed super comfortable
Food: not good. This is a main cruising feature, so should be MUCH BETTER.
Entertainment: B grade.
Princess Cruises is a leading cruise line that offers a variety of travel experiences across multiple destinations, including Alaska, the Caribbean, and Europe. The company provides passengers with an array of cruise packages that feature luxury accommodations, onboard dining, and entertainment options tailored to enhance the travel experience. Customers can choose from various promotions, including instant savings on cruise fares and special offers for families traveling with children.
Targeting vacationers seeking unique maritime adventures, Princess Cruises aims to cater to a diverse clientele, from couples looking for a romantic getaway to families seeking fun-filled holidays at sea. The company also promotes value-added packages, such as Princess Plus® and Princess Premier®, which include benefits like dining, drinks, and Wi-Fi, to enhance the overall cruise experience. Through its user-friendly website, www.princess.com, customers can easily explore available itineraries and current deals, making it convenient for them to plan their next voyage.
