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AlisonB1978

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About AlisonB1978

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    Cool Cruiser

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    Preston
  • Favorite Cruise Line(s)
    Celebrity
  • Favorite Cruise Destination Or Port of Call
    Meditteranean

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  1. This just reinforces our thoughts that when we’re off, we’re staying off - no going back to the ship before a night out in Amsterdam. Think I might email P&O asking how they intend to improve on this for our cruise N907 departing 12th April. There’s clearly a lot to learn and they need to have a rolling programme of shuttles rather than waiting for the buses to get to Amsterdam and return
  2. This is our latest complaint response from P&O. Note the shuttle bus drop off location has changed. Thank you for your e mail. I was sorry to learn that the phone call you received from my colleague did not answer all of your concerns. Where possible, we do like to call guests in order to discuss their issues but I appreciate that you would have welcomed a response in writing. I do appreciate your disappointment that it has proven necessary to change the berth for the overnight call in Amsterdam to Ijmuiden. As soon as we were aware that it was necessary to change from Amsterdam to another port, the alternative arrangements were made. Once everything was confirmed, guests were advised of the amendment not only to the cruise that you are booked on but also to all of the other cruises that included Amsterdam as a port of call. We are constantly looking for the best travel options for our cruise guests as we visit more than 700 ports around the world each year, weighing a wide range of factors that include guest enjoyment and experience, tourism options, operations, port fees and other related costs, geopolitical factors and guest safety. Based on this information, the decision was made to change the port from Amsterdam to Ijmuiden. Please be aware that the drop off and pick up point in Amsterdam for the shuttle busses has changed. It is now De Ruijterkade-Oost, which is located close to Central Station in Amsterdam. Whilst specific times of the shuttle busses will be provided on board, the last shuttle bus from Amsterdam to IJmuiden will get guests back to the ship approximately 30 minutes prior to sailing. Without wishing to underestimate your disappointment in any way, we do mention in our booking conditions that we reserve the right to amend the berthing arrangements and itineraries, should it be necessary, for any reason. P&O Cruises do not consider the amendment of the berth to be a significant alteration of the overall cruise itinerary because we are still taking our passengers to Amsterdam. We are therefore not offering any compensation or waiving cancellation charges. I do appreciate that this is not the answer you were hoping for but hope that despite your current disappointment, you will have an enjoyable cruise on board Ventura.
  3. I’ve submitted my complaint to ABTA. It’s not what we booked and we’ve not been given an explanation or answers to simple questions. There’s been no opportunity for full cancellation refund and not even an offer of a goodwill gesture.
  4. The phone call was following my formal complaint, but they never had the curtesy to provide a response to my complaint, addressing the questions I asked and there was no attempt made to seek any resolution.
  5. I’ve still not had a formal response to my complaint from P&O, other than the very apologetic telephone call that resolved nothing. Sent a follow up to P&O and submitted my complaint to ABTA too.
  6. Anyone know what time Ventura is going to dock at Ijmuiden in 14th April? Looking to book a canal cruise, but can’t find anything that indicates what time we’ll be arriving so I can add on the hour shuttle bus and associated hassle before booking
  7. When we booked our itinerary was “Amsterdam”. It’s now “Ijmuiden for Amsterdam” and P&O sent us a formal itinerary change to that effect. If that’s not proof of a change I don’t know what is!! P&O won’t tell us the reason and we all know that’s one of our main issues that aggravates is all in how they’re handling the whole thing. Even the call centre staff agree with us informally when they talk to us, but they have to take the corporate line of “the T&C’s allow for this and you’re still going to visit Amsterdam”. We all know it’s not what we booked and have to keep protesting. Of course we’ll all make the best we can out of the situation and our cruises, given we can’t cancel without significant financial penalty, but it doesn’t stop us making our complaints and feelings known to try to stop P&O behaving like this. The biggest issue is their customer service - or lack of it!!
  8. I was informed yesterday by P&O that the scheduled departure time for N907 on day 2 is now 7pm, with the last shuttle leaving around 5:30. I agree that the ability to pop to and from the ship is severely impacted but they’re not going to change it. We’ve concluded that we’ll be spending the entire day and evening away from the ship, meaning they won’t be getting any on board spend from us at all for the time we’re docked “for Amsterdam”. We’ve booked restaurants etc. accordingly now
  9. I had a call from P&O this afternoon following my complaint. They sit behind “we can adjust the dock according to T&C’s”. I had asked by email for clarification about “the operational reasons”. Was told we haven’t been told why. Guest Relations are sympathetic, but have to take the party line. I said we had booked docking “in Amsterdam” and what we’re getting is not that, and the fact that there is a 45 min bus ride each way changes what you can reasonably do in Amsterdam. P&O rep got what we are all saying but they’re not for moving. Doesn’t help them in terms of repeat custom and many of us will remove auto gratuities (while they’re still operational) as the only thing really left in our control. We’ll carry on our complaint as it’s not what we booked. Did find out that they plan last shuttle bus back about 5:30 though which helps us to plan. Such a shame they really don’t value customer service!!
  10. I had a call from P&O today following my complaint. As expected, no change to cancellation T&C’s and no goodwill gesture. Couldn’t tell me what the “operational reasons” for the change were. She did say that the shuttle buses will run right through the night and departure on day 2 is currently scheduled for 7pm, meaning last bus back will be about 5:30. I guess that at least helps a bit with planning what you might do on day 2.
  11. Let us know how you get on. Hadn’t thought about the insurance company option - but they’re notoriously difficult too!! So short sighted by P&O
  12. Do you think this change would be covered? They say we’re still going to Amsterdam, but it’s not as it was advertised at the time of booking and significantly reduces the flexibility we would have had. It is the main port of call on the cruise
  13. I agree. The only thing left to our discretion to show our frustration is removal of auto gratuities, but that would be taking it out on the staff and it’s not their fault. We were seriously considering booking Iona for next summer, but after this will definitely think again. They don’t deserve the custom!!
  14. I’ve sent a formal complaint to P&O tonight. Has anyone else? I guess the more complaints they receive, they may consider some goodwill gesture. Interestingly I received an email from them today asking me to respond to a customer satisfaction survey!! Surely when we booked a cruise advertised as docked at Amsterdam - not somewhere for Amsterdam, there’s a breach of trade descriptions or something (unless the reason for change is completely outside their control)
  15. I’ve sent a formal complaint to P&O tonight. Has anyone else? I guess the more complaints they receive, they may consider some goodwill gesture. Interestingly I received an email from them today asking me to respond to a customer satisfaction survey!! Surely when we booked a cruise advertised as docked at Amsterdam - not somewhere for Amsterdam, there’s a breach of trade descriptions or something (unless the reason for change is completely outside their control)
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