Princess Cruise Lines Customer Service Contacts

Call (800) 774-6237 or email info@princesscruises.com.

Princess Cruise Lines is a division of Carnival Corporation & plc, a publicly traded cruise holding company that also owns Carnival Cruise Line, Holland America Line, Seabourn, Cunard, AIDA, Costa, and P&O Cruises.

Monday to Friday 9 a.m. to 10 p.m.; Saturday and Sunday from 9 a.m. to 8 p.m. Eastern time.

If you did not receive a copy of your stateroom account, you can request one through the Princess Cruises website by navigating to the “customer support and information” section and selecting ‘onboard folio statement’ under the post-cruise questions/comments dropdown menu.

To report a lost item, complete a lost item report on the Princess Cruises website.

If a shore excursion is canceled, the amount paid will be refunded as an onboard credit. This credit will be applied to your onboard account and can be reviewed through your account statement​.

Princess Captain’s Circle is a loyalty program that offers benefits to repeat cruisers. Membership is automatic after completing a cruise, and benefits increase with more cruises.

If a refund was verbally promised by a Princess agent but has not appeared within 7 to 14 business days, contact Princess customer service at (800) 774-6237 and ask to speak with a supervisor. Reference any confirmation number or booking ID and document the name of the agent who made the promise. If the issue remains unresolved, you may submit a complaint through the Better Business Bureau or contact the Elliott Advocacy team for assistance. Princess states it responds to all correspondence as quickly as possible but does not publish a specific timeframe.

If Princess cancels a cruise and you did not cancel it yourself, you should not be subject to standard cancellation fees. Under Princess’s nonperformance policy, guests are entitled to a full refund of the cruise fare and ancillary charges when Princess cancels a sailing and the guest does not accept an alternative. Submit documentation (your travel summary, proof of payment, and the cancellation notice) through the Customer Support and Information form at princess.com/help within 180 days of the original embarkation date. If charges are incorrectly applied, escalate in writing to customer relations.

Princess Promotions operates onboard ships and sells future cruise credits and travel packages. It functions separately from the main Princess Cruises customer service team. Complaints about Princess Promotions packages — including hotel credit redemption issues and payment schedule discrepancies — should be directed to the contact information provided in your Princess Promotions paperwork. If you cannot reach a representative, escalate to the main Princess Cruises customer service line at (800) 774-6237 and request a transfer to the Promotions team.

Log in to your Princess account and navigate to the Customer Support and Information page at princess.com/help. From the “what can we help you with” dropdown, select “post cruise questions/comments” and then “onboard folio statement.” Princess describes this as the most expedited route for resolving billing discrepancies. If the dispute involves a shore excursion or spa charge, note that these may be managed by third parties and may require separate contact.

If your booking confirmation does not include a package you believe you selected and paid for, call Princess customer service at (800) 774-6237 as soon as possible and reference your booking number. Ask the agent to pull up the transaction record. If the agent acknowledges an error, request written confirmation of any corrections before ending the call. Retain screenshots of your original booking screen if available, as these support your claim.

Princess monitors its Facebook, Instagram, and X/Twitter accounts and responds to direct messages and comments. Several customers have reported that posting on Instagram or Facebook prompted faster attention to billing disputes than phone calls alone. However, social media contact is not a substitute for submitting a formal request through the Customer Support and Information form, which creates a documented record of your claim.