Princess Cruises: Refund Denied, Money Held Hostage

A passenger booked airline tickets through Princess Cruises' EZair program for a return flight on Southwest Airlines, which was canceled during the airline's service disruption. Southwest Airlines refunded Princess for the tickets, but Princess did not promptly refund the passenger. Although the EZair terms stated that the tickets were nonrefundable, Princess eventually refunded the passenger's money after intervention from a consumer advocacy site.