Get answers to your questions about disembarkation, reporting lost items, and loyalty program benefits.
An overview of some important information to help make your disembarkation as easy as possible.
On the majority of our cruises, you will be required to identify and clear your luggage through customs. As you leave the ship, you will be directed by Princess representatives to the luggage claim area. As many bags are similar in appearance, please check each luggage tag to ensure you are claiming your own luggage.
Due to U.S. and local customs restrictions, guests may not leave the ship until all luggage is off-loaded. Disembarkation will begin once the ship has received clearance from the local authorities. You will be notified within the MedallionClass® app when it is time for you to disembark. You may then make your way to the gangway.
Customs and immigration inspectors will review with you the customs declarations form upon which you have listed all the articles bought in foreign ports or in the ship's boutiques. U.S. residents returning to the United States are allowed a duty-free exemption of $800 USD per person, which includes the cost of one liter of alcoholic beverages (if purchased onboard or ashore) for each guest 21 years of age or older. Canadian citizens, when out of the country for more than 48-hours, may bring back up to $800 CAD duty-free. It is recommended that guests keep their sales receipts handy for declaring their purchases. Food items should not be brought into U.S. ports.
On cruises calling at ports of the U.S. Virgin Islands, Puerto Rico, or American Samoa, U.S. residents are allowed an additional exemption of $1,200 USD when returning to the United States, including four liters of alcoholic beverages provided you have the proof of purchase from the designated ports. Of your $1,200 USD exemption, no more than $600 USD worth of articles may have been purchased in the islands. Articles acquired in these islands need not accompany you but may be sent to the United States and claimed under your duty-free personal exemption if properly declared. Please note that family members, who live in the same home and return together in the United States, may combine their standard personal exemptions. Children are allowed the same as adults, with the exception of alcohol and cigarettes. Please note that these are current exemptions and are subject to change.
If you have purchased a Princess ship-to-airport transfer, Cruise Plus Hotel Package or are participating on a cruisetour, you will be directed by uniformed Princess representatives to the transfer departure point.
If your friends or relatives are meeting you at the pier, please be advised that disembarkation may take up to four hours after the scheduled arrival of the ship in order to clear immigration and customs.
Princess Cruises offers an exclusive loyalty program called Princess Captain's Circle. Membership is automatic after you finish your cruise, and we’ll send you an email welcoming you to the Circle when you return home!
You earn more benefits the more you cruise, just include your Captain’s Circle number each time you book! To check out all of the benefits our loyal guests receive, make sure to visit our Membership Benefits page. Make sure to register for a My Princess account to get special offers and see your cruise history!
Princess Cruises makes every effort to reunite items left behind or lost during a cruise with their rightful owners. Unfortunately, not all items are identifiable.
If you lost or left behind personal property, please complete a lost item report. Once the report is complete, it will be automatically uploaded into our lost item tracking system.
Rest assured we will make every effort to find your item. As items are all shipped to our main office in Santa Clarita from all over the world, it takes time for us to receive found items and match them to loss reports. Your patience during this process is appreciated. You will hear from us shortly. Shipping fees to return items left behind will apply.
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Onboard Stateroom Account
Please choose ‘Help’ from the top of our home page and click on Customer Support & Information. From the “what can we help you with” drop down, choose ‘post cruise questions/comments.’ Then select ‘onboard folio statement’ under topic. In the ‘tell us what happened’ section, indicate you did not receive your statement. In the ‘desired outcome’ section, request a copy of your statement. This is the most expedited way to request a copy of your stateroom account.
Onboard Credit and pre paid items can be viewed at the top of your stateroom account.
If your shore excursion was cancelled onboard (either by you or due to itinerary change) the amount you paid will be refunded to your onboard account as an onboard credit. Please review your onboard account to confirm the refund as the amount will not be refunded to the credit card you may have used to pre pay your excursion prior to departure.
Guests with more than $25 in refundable credit on their folio when they settle their account will receive their refund in the form of a check. The only exception to this rule is for vessels homeporting in Asian ports (China, Japan, Singapore, Keelung) these can be cashed out up to a max value of $250.00.
Onboard Account refunds take 4-6 weeks to process. For Casino bank - Guests are reminded to cash their bank out with the casino cashiers. Guests may choose to deposit their funds with the Front Desk Staff. If the amount is over $25.00 and not cashed out onboard, the check is automatically generated. The process can take up to 12 weeks to verify. If the amount is under $25.00, the guest needs to request the check and the process takes up to 30 days for check to be received after the initial email enquiry. For additional information, guests can log on to OceanPlayersClub.com, click on 'Get in Contact' and submit their request.**
The Princess Plus package covers beverages up to $15. The Princess Premier covers beverages up to $20. Guests who order a more expensive beverage are charged the difference between the beverage cost and the limit. This is reflected as a beverage charge on your stateroom account. Additionally, any alcoholic beverages ordered over the daily limit will incur a charge.
Please choose ‘Help’ from the top of our home page and click on Customer Support & Information. From the “what can we help you with” drop down, choose ‘post cruise questions/comments.’ Then select ‘onboard folio statement’ under topic and complete the form including the ‘tell us what happened’ and ‘desired outcome’ sections. This is the most expedited way to resolve any incorrect charge concerns.
Princess Plus and Premier packages include crew appreciation and gratuities on beverages. Other services, such as Spa treatments have an automatic gratuity of 15% USD / 5% AUD is added to all spa treatments.