Cancellations, Refunds & Final Payments
View the Impacted & Cancelled Cruises page for the latest announcements regarding voyage cancellations and compensation details.
Updated March 20, 2020 5:00PM PT
Processing Time for Refunds
Thank you for your patience during this time. Given the volume of refund requests and the care being dedicated to ensure each guest’s request is processed accurately and in a coordinated manner, please allow for approximately 60 days for refunds to be processed. All refunds will be processed in due course, but delays should be anticipated. Please allow sufficient time for us to manage this process and know we are doing everything in our power to expedite where possible.
We have enhanced the temporary policy updates that we made previously as part of our Cruise with Confidence program, offering you peace of mind regarding your summer cruise or cruisetour vacation during the evolving situation with the ongoing COVID-19 outbreak.
Cruises and cruisetours departing July 1, 2020 through July 31, 2020
- Final Payment due date moves to 60 days prior to departure. Beginning with August cruises, the final payment date returns to our published policy. This change applies to new and existing bookings on cruises and cruisetours in all markets globally.
Cruise With Confidence Details
Cruises sailing May 11, 2020 through July 31, 2020
- Princess plans to resume Cruise Operations on May 11, 2020
- Cruise with Confidence is extended to cruises sailing through July 31, 2020 (previously May 31, 2020)
- On these cruises, you can now cancel your vacation up to 48 hours before sailing (previously 72 hours)
- You will continue to receive a Future Cruise Credit (FCC) for the amount of your cancellation fee.
- As of March 13, we expired the previously published policy which gave an Onboard Credit (OBC) for all bookings that sailed on cruises or cruisetours departing between May 11, 2020 and May 31, 2020. Bookings on those sailings that were made prior to March 13 will have their OBC honored.
- The previously published March 31st cancellation deadline for April and May sailings is eliminated.
- The previously published 60-day final payment date for June sailings remains in place.
Cruises sailing August 1, 2020 through October 15, 2020
- If you’ve booked by April 30, 2020 on these cruises, you can now cancel your vacation up to 30 days before sailing.
- You will continue to receive a Future Cruise Credit for the amount of your cancellation fee.
The Fine Print remains unchanged
Future Cruise Credits (FCC) are non-refundable. To be eligible for these revised cancellation terms, bookings must be made on any cruise departing by December 31, 2021.
The FCC does not have to be used on the same product that was cancelled. The FCC cannot be used on the same sailing as the original booking.
FCCs will automatically be applied to your Captain’s Circle account on the bookings cancelled in this time frame. Note, FCCs will not be available instantly and may take up to 60 business days to be processed.
Questions & Answers
The following Q&A has been developed to answer the most anticipated questions related to our temporarily revised cancellation and final payment terms.
Why did we introduce these changes?
To assist your decisions regarding your upcoming cruise vacations during the evolving worldwide COVID-19 situation, Princess Cruises is temporarily making some changes to our cancellation and final payment policies for cruises departing up to October 15, 2020.
What if I have already cancelled one of these cruises and incurred cancellation fees?
If you’ve cancelled since January 30th, we will retroactively give you an FCC for 100% of your cancellation fees automatically.
What if I have already made final payment on a June or July sailing?
That’s OK, you won’t be on the hook for cancellation fees until 60 days from sailing.
What if I am not in 100% penalty?
That’s OK. We are not offering 100% of money back, just 100% of cancellation fees. If you are in the 50% cancellation fee period, then you are refunded 50% and given 50% in FCC, for example.
Is anything refunded or is it all given in an FCC?
The FCC only covers cancellation fees due. Anything else, where applicable, is refunded. This includes cruise fare not under cancellation fee and Taxes, Fees & Port Expenses.
Do I have to call Princess to receive this benefit?
You can cancel through any available channel – typically through your Travel Advisor or via our Contact Center. In either case, the FCC will automatically be applied to your Captain's Circle account after the cancellation of an eligible cruise.
The FCC will not be applied instantaneously and we ask that you please be patient and allow approximately 60 days to process your FCC or Refund. No special codes are needed. We will automatically take care of it.
How will I be notified when the FCC is ready?
You will receive notification via e-mail when the FCC has been posted to your account. You can log into your My Princess Account on princess.com to see your FCC balance.
What if I paid for Princess Vacation Protection (PVP)? Am I still covered?
(North American Guests Only)
Yes. PVP is available to residents of the U.S. and Canada (except Quebec and Puerto Rico). Guests in other regions may have alternative coverage options and they should refer to our FAQs for additional information.
If you are cancelling for something that you know is a non-covered reason, such as concern over Coronavirus, then you can save time by accepting our 100% future cruise credit right away. If the reason is more ambiguous or a potential covered reason (which offers a cash refund), then we suggest you file a claim via AON first by visiting the AON travel claim website.
Are PVP premiums refundable?
Yes. For any bookings cancelled based on the existing guidelines, PVP premiums can be converted to a new FCC and be used towards the cruise fare of a new booking.
Will my PVP carryover to my new booking or do I have to purchase it again?
No. It needs to be purchased again.
What if I bought PVP, purchased EZAir and then cancelled?
If you have PVP on the booking, whether you have purchased flexible or restricted air, any credit for air penalties will be covered by PVP. Therefore, the FCC will not be impacted.
What if I have Princess EZAir on my booking? Is that covered too?
The following guidance applies to guests in North America who purchased air via the EZAir program.
It depends; for Flexible Air, any outstanding cancellation fees will be added to the FCC. For Restricted Air, there may be a credit issued by the airline, which will become a separate Future Air Credit for that airline that can be used when booking your Princess Cruise (the credit only applies to that airline). The balance of the air cost paid will be added to your FCC.
For guests in Australia & New Zealand where air credits are not available, applicable air cancellation fees will be added to your FCC instead.
What if I booked Independent air, will air cancellation fees be covered?
No. You should contact your airline for cancellation policies and changes to your air bookings.
If I rebook on princess.com, how do I activate my FCC? Do I have to call into the contact center?
The FCC will automatically apply to the booking balance after you sign on. The website balance summary will show the FCC as a line-item credit. If you do not want the FCC applied, you will need to call the Contact Center to have it removed.
Will I lose my FCC if I cancel my new booking? Or can I still use it on another booking in 2021?
No, you will not lose your FCC. The FCC remains attached to your profile and standard policies apply.
What if there is an FCC on my current booking that is being cancelled. Will it be credited?
Yes, it will be credited back. In this instance, the old FCC is separate from the cancellation fee. In the event the original FCC is expired, it will be reissued with a December 31, 2021 expiration date.
How are FCCs distributed across the guests on my booking?
FCCs are given per person based on the cancellation fee calculated from your individual cruise or cruisetour fare.
If I have an OBC from a Future Cruise Deposit (FCD) on a booking that I am cancelling, will the OBC be honored on my next cruise?
These cases need to be referred to Customer Relations.
When will my OBC be applied?
All cruises up to May 31, 2020 have OBCs applied to the bookings.
Which countries are covered by this policy?
The revised terms are being offered in all markets globally.
To view your Future Cruise Credit balance, log in or register for a My Princess account.