AlisonB1978

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

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.

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. 

2 minutes ago, BarmyJackArmy said:

Never even had a phone call just a very short E mail telling me we would now be docking at somewhere I'd never heard of instead of Amsterdam .Of course they waited for full payment first , funny that ? When I starting sailing with P and O many years ago at least I felt like a valued customer , not so now,,  this may well be my last year of sailing with them as if they don't hold their hands up on this one what next ? 

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. 

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.  

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 

42 minutes ago, pete14 said:

 

I have experience of a case in ‘small claims court’, and it neither simple nor cheap, although the judgement of the cost is of course all relative. The details of the claim have to be presented in writing, written evidence collated to support the case. I would suggest that evidence in this possible instance may be difficult to gather as there appear to be so many suppositions and unknowns. Can you prove that the change is due to the imposition of the new tax? Do you have irrefutable evidence that when you booked, you had every reason to expect that you would be docking in the centre of Amsterdam? Are you confident that you can present your case in front of the ‘judge’ in such a way that any representative from P&O cannot cast doubt upon? Of course, they may choose not to defend which will simplify matters greatly.

 

As I have no legal training or experience, I wouldn’t dream of trying to offer legal advice, just observations from a case I brought in a matter totally unconnected to this one. Docco will not inform us whether he has legal training or experience and in my layman’s view, his advice that the small claims process is no big deal - simple and cheap is a bit wide of the mark. 

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!!

16 minutes ago, docco said:

That's deliberately misleading information being put out by P&O, though their staff are being told to tell irate customers that.  If you ask them to confirm the actual times, they'll tell you that they can't yet do that..

 

It also fails completely to address the point that Haza has made - you can't get on and off the ship and into Amsterdam whenever you want, because of the time it would take.  Just three trips a day from ship to Amsterdam (which would have been perfectly feasible as things were originally advertised) would consume, with queuing, at least 12 hours, quite apart from the inconvenience, and it's certainly not going to be an extra 12 hours in port.

 

There are also, as someone else has pointed out, issues for anyone who has medical conditions that prevent them from standing in queues for any length of time, and it isn't yet clear what the access will be like for anyone using wheelchairs or mobility scooters.

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

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!!

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 minutes ago, Haza said:

 

Not sure but will call them again tomorrow....

I will also be on to my insurance company if i can cancel due to the change.

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

9 minutes ago, Haza said:

Found this 

https://www.which.co.uk/consumer-rights/advice/a-change-was-made-to-my-cruise-itinerary-can-i-get-a-refund

 

 

 

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

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!!

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)

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)

Surely they knew this before today though.  Feels like we’ve been cheated by them. We only booked a couple of weeks ago and Amsterdam port was the only reason we booked. Can’t cancel either without significant financial penalty. 

Really frustrated to receive itinerary change - no longer docking at Amsterdam but  at IJmuiden - a 40 minute bus ride away. We’re overnight in Amsterdam but what would have been really handy to pop back to the ship for a quick shower and change before heading into the city for dinner seems like an ordeal. Overnight in Amsterdam was the reason we booked the cruise and now it’s had the shine taken off it. No offer of any goodwill gesture from P&O but they’ve certainly had lots of complaints. Couldn’t tell me why, only that it was for operational reasons. Anyone know what’s happened?

We’re booked on this cruises and have had the same itinerary change notification. Seemingly the new port is a 40 minute drive from Amsterdam (as opposed to being on the doorstep as we would have been originally). I phoned to complain today - along with many others I believe. They’ve said no goodwill gesture, no compensation and no relaxing of the cancellation charges. Looks like we’re stuck with it. All P&O ships look like they’re docking at the other port rather than Amsterdam from the website now. They couldn’t tell me why - only that it was for operational reasons. Clearly lots of people booked this cruise because of the overnight in Amsterdam and close proximity of the usual port, but P&O don’t seem to care!!

We’re booked for the 4th August. Doesn’t look like the sort of thing that would be a party boat, but I guess you never know. I’ll post a review here when we get back.

When do you go?

Has anyone been on MS Desire (Croatian island cruise from Split)? We’re booked on in August but haven’t been able to find any reviews.

Does anyone know what time the muster dril is on Oceana departing from Venice? Looks like we will be departing at 8pm on 11th May. Our flight from Manchester arrives at 10:40 and we would like to spend some time in Venice (muster drill permitting)

We are in Civitavecchia for Rome on 17th May 2016 on Oceana. Does anyone know what time we will be leaving port? We're getting the train back from Rome and want to plan train times to make sure we don't miss the ship

We fly from Manchester at 6am to Genoa. Weather isn't looking great with lots of rain around. Umbrellas at the ready I fear