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Princess Cruises

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Princess Cruises is one of the world's largest premium cruise lines, operated in Australia and New Zealand from its Chatswood, NSW office under parent company Carnival Corporation. Australian and New Zealand guests can reach Princess Cruises customer service Australia for bookings, refunds, Crew Appreciation queries and Captain's Circle loyalty support.

Key contact channels at a glance:

• Phone (Australia): 13 24 88 — the main Princess Cruises contact number for bookings and customer care.
• Phone (New Zealand): 0800 780 717.
• Alternate Australian line: 1300 551 853.
• Email Australia: info@princesscruises.com.au.
• Online help centre: princess.com/en-au/contact-us.
• Postal address (Princess Cruises Chatswood contact): PO Box 1429, Chatswood NSW 2057.

Sentiment is mixed: Princess sits at 2.2 / 5 across 520 reviews on ProductReview.com.au and 2.4 / 5 on PissedConsumer. Onboard service and itineraries are widely praised, while the shoreside contact centre draws the most criticism — especially around refunds and hold times.

Slow Refund Processing

• Customers report waiting 2–3+ months for refunds on cancelled cruises, shore excursions and onboard credits.
• Some refunds have been processed incorrectly or not credited at all (including a documented AUD $2,229.25 case).
• This is the single most common driver of Princess Cruises complaints in Australia.

Long Phone Wait Times

• Multiple Australian reviewers report hold times of 60–90+ minutes.
• One customer specifically noted "1hr 11 mins on hold" trying to reach the local office.
• Peak periods around school holidays and post-cancellation announcements are worst.

Outsourced Contact Centre

• Many Australian guests report the local team is outsourced offshore, producing scripted responses.
• Customers cite conflicting information between agents and "disjointed" follow-up across calls.
• Captain's Circle long-tenure members report fewer issues than first-time bookers.

Crew Appreciation (Gratuity) Disputes

• Guests on Princess Plus packages report being charged daily USD Crew Appreciation despite Australian terms advertising it as included.
• Reversing these charges typically requires multiple calls or onboard guest services visits.

Unauthorised Booking Changes

• Several reviewers report itinerary or cabin changes made without consent.
• Reversing changes often requires escalation and produces inconsistent outcomes.

Onboard Issue Response

• Reported examples include cabin heating failures and cleanliness issues taking days to resolve.
• Onboard guest services teams generally rate better than the shoreside contact centre.

Before You Call

• Have your six-character booking reference and Captain's Circle number ready — agents will ask for both to verify identity.
• Note your sail date and a concise description of the issue.

Phone — Australia

• Number: 13 24 88.
• Hours: Mon–Fri 8:30am–7pm, Sat–Sun 9am–6pm AEST.
• Best for: bookings, refund follow-ups and general customer care.

Phone — New Zealand

• Number: 0800 780 717.
• Same hours apply for New Zealand bookings and enquiries.

Alternate Australian Line

• Number: 1300 551 853.
• Useful when the main 13 24 88 line has long wait times.

Email — Princess Cruises Email Australia

• Address: info@princesscruises.com.au.
• Include booking number, sail date, contact phone and a clear description of the issue.
• Suited to non-urgent matters and to create a written record for refund or complaint follow-up.

Online Contact Form

• Submit via princess.com/en-au/contact-us.
• You can also speak to a Cruise Specialist for pre-booking enquiries.

Captain's Circle Support

• Loyalty members can use the dedicated Captain's Circle Customer Care portal for Princess Cruises Captain's Circle support.
• Long-tenure members generally report quicker handling than the main line.

Travel Agent

• If you booked through an agent, contact them first — they can liaise directly with Princess on your behalf.
• Locate accredited agents via the Travel Agent Locator.

Escalation — Customer Relations

• Write to Princess Cruises Customer Relations, PO Box 1429, Chatswood NSW 2057.
• Use this when phone and email channels haven't resolved your matter.
• For a formal pathway, see how to lodge a Princess Cruises complaint.

External Escalation

• AFTA ATAS scheme for travel-agent-related disputes.
• State Fair Trading / Consumer Affairs (e.g. NSW Fair Trading) for consumer law breaches.
• ACCC for misleading conduct concerns.
• Credit card chargebacks are available where refunds are unduly delayed.

Princess Cruises Cancellation Australia

• Cancellation fees scale with itinerary length and how close to departure you cancel — see the Standard Cancellation & Refund Policy.
• "Non-Refundable Deposit" promotional fares forfeit the deposit on cancellation from point of payment.
• Pre-paid shore excursions, onboard purchases and government taxes/fees are generally fully refundable.

Princess Cruises Refund Policy

• Standard refunds are typically processed within 30 days of the request (or 30 days after the cancellation deadline, whichever is earlier).
• If Princess cancels your cruise or delays it by more than 3 calendar days and you decline an alternative, you're entitled to a full refund under the Nonperformance of Cruise Refund Policy.
• For the full process and timing benchmarks, see Princess Cruises refunds.

Impacted & Cancelled Cruises

• Princess publishes itinerary changes and cancellations on its Impacted & Cancelled Cruises hub.
• Options usually include rebooking, Future Cruise Credit or a refund — terms vary by sailing.

Princess Vacation Protection

• Optional cancel-for-any-reason cover is available via Princess Vacation Protection.
• It can broaden cancellation rights beyond the standard policy but must be purchased before final payment.

Passage Contract & Shore Excursions

• Full contractual terms are set out in the Passage Contract.
• Shore excursion bookings are governed by the Shore Excursion T&Cs.