cbjroms

I first came across this issue in July when on Azura. Lodged a debit card when we embarked and aily holds were put onto it. On the last morning our onboard account was settled in full using the debit card which is what we expected. What we didnt expect was that the holds stayed in place for a month! I spoke to the bank and the card issuer but couldnt get a clear answer as to how this situation (holds in place for a bill paid in full) was ethical. My conclusion is that it is down to the initiator of the hold (ie P&O) to cancel it or else it times-out after one month. So whilst P&O is able to automatically apply holds everyday it has not bothered to setup a similar auto-cancellation!

Having been on Iona a couple of times now, I understand that you need your cruise card to find the last 6 digits to login to the App. Our next cruise is on Arvia and we have an early boarding time. Given that we wont get cruise cards until the cabins are available, is there any other way to login to the App as soon as we get onboard? Are the last six digits shown on the checking-in paperwork or available at check-in? Thanks

Just got off Azura after an enjoyable cruise around the Greek Islands. Usually lodge a credit card at embarkation but chose to use a debit card this time. Noticed that P&O created daily preauthorisations to cover our spend. Completely understand this and have no issue. Once we disembraked I noticed that P&O took, as a lump sum, the total on our onboard account. Again, this was expected. What I didnt expect was some weeks later the preauthorisations are still in place and so I have a few hundred pounds in my bak account that I cant use. My bank tells me that these preauthorisations may not expire until 30 days has elapsed since they were first created.The bank cannot cancel; only P&O can. Just seems wrong that a merchant (ie P&O in this case) is allowed to leave funds ring-fenced in my account well after it has received payment in full. Completely understand that P&O has ONLY got from me the money that I owed it. Guess I am just thinking that this unexpected (by me) might also catch other cruisers out.

A periodic, full muster drill is probably more about keeping the crew 'current' rather than passengers. Safety is all about risk and ensuring that the right things happen consistently to mitigate those risks. As passengers, we are on the ship for a very small amount of time and our responses in an emergency are highly likely to be random. Crew, however, are onboard for long periods of time and, therefore, their natural responses are likely to be far more influential. The aim will be to get the crew's muster drill actions to be part of their 'muscle memory' so that they do it without thinking. The only way to achieve this is by repeated and regular practice. As a passemger, the post COVID changes to muster drills make more sense and I think they are great!

@Megabear2 Feel that you have been treated appallingly and yet you are being so patient and positive - hats off to you. Cant understand why the Hotel General Manager (or even Captain Camby) has not stepped-in to resolve this situation to your satisfaction. I have a feeling that P&O depend on the fact that by passing problems through the hirearchy (and thus putting you in the hands of people who are powerless to do anything) the vast majority of people will give up. Fingers crossed that the tide turns and this time tomorrow you are in the best suite the ship has to offer.

@TigerB - many thanks

We were recently on Iona and were delighted by an action taken by one of the crew. Best experience on a P&O ship that we have had in 25 years of crusing with the company. We have mentioned this on the onboard feedack form and the post crusie survey. But I am not convinced that such feedabck survives the hierachy of the company. Certainly the post cruise survey seems, to me, to be weak and ineffective. So I would like to bring this crew member's action to the attention of Paul Ludlow. How can I do this?

Thanks for the information - much appreciated.

When we were on Iona in September last year, we were able to book a table in the MDR two weeks before departure. We are back-on in 2 weeks and booking online has opened for Speciality Dining but MDRs all show 'Booking Not Required'. Think our September cruise was an experiment and so I wonder if the system has changed back to the same routine as Freedom Dinging on other ships - either get a pager from the MDR each night or queue on the app. Can anyone update me on the current system and how well it works please? Also, the 710 club was bookable in advance last time - has this changed? Thanks in advanace.

I keep roaming switched-off when the ship is at sea and switch it on when we get into port. It then connects to local provider.

Never understand why Customer Services take for granted that the customer is interested in the cause of the problem. I dont care why the water was tepid!

In my opinion, companies too often leap to the conclusion that a customer complaint has to await an investigation. My issue was simply that the hot water temperature on Aurora was tepid at best and meant that the bath we paid for was of no benefit. This was reported 3 times onboard, nothing changed and no feedback was ever received. All Customer Services need to do in order to please me is offer a relatively minor gesture. This could have been done immediately and then I would have been delighted. Obvioulsy then Customer Services would need to liaise with the ship as to whether this is an ongoing problem and avoid any future disappointed customers. But this could be done in slower time.

The crazy thing is that shore-based Customer Services is allowed (apprarently by senior management) to provide a 1/10 customer experience when the ship's crew is expected to achieve far better. It is almost as if senior management dont see the service provided by shore-based as relevant to the customer experience. I would be very surpised if ignoring complaints actually saved P&O money - I suspect it comes at a cost. Ryanair gets away with it because it offers no more than getting from A to B as cheaply as possible. When I received the P&Osurvey it said that its aim was (something like) to be the first choice of cruise brand. From my own business I know that very few people bother to complain (most just go elsewhere) and so those that do need to be treated really well. 99% of the time all it takes is a small gesture (eg voucher for a bottle on next cruise or speciality restaurant voucher) to turn the situation around and the secret is that it costs the company relatively little compared to the value perceived by the complainant. .

I returned from a cruise and was sent a survey on 13th April. The survey encouraged me to contact Customer Services about a persistant problem we had onboard and I emailed on 19th April. I had a response from Customer Services on 26th April - 'Thank you for taking the time to contact us, your comments have been sent to the ship to investigate further.' It is now 16th May and I am still waiting. What is so difficult about Customer Services providing quick and meaningful reponses?