SandraMeyer

We were also on the Azura in Amsterdam this weekend.  Our first and last cruise. It felt like being trapped in a mediocre shopping mall for the weekend.  Impossible to get off the ship on Saturday - people queuing for hours and then having to wait outside on the dock for the buses to return from Amsterdam for 40minutes or more.  We did go in on Sunday - fortunate to be on the first coach at 8.00 am but I gather by 10.30 it was another riot.  We came back mid afternoon but my husband stayed in the city longer and had to queue for ages to get on the return shuttle.  TBH it felt like a huge waste of money and we weren't impressed in any Way with P&O. Glad it was only four days and not a couple of weeks. 

5 hours ago, docco said:

Thank you for that very helpful post - I hope it encourages more people to tackle P&O on this issue.  I set the thread up to enable dissatisfied customers to pool information and learn from each other.  Also to make it visible to P&O (and others) so that they realise the deep dissatisfaction over the issue.  I think it's achieving its aims, and I thank all contributors.

 

I'm sure you're right about the likely outcome - possibly before proceedings are commenced, but possibly after.  Non-disclosure agreements very likely - but who cares if the settlement is fair and reasonable.  It shouldn't be necessary to tackle P&O like this, but if that's the way they want to play it - so be it.

14 hours ago, docco said:

I suppose they could take that line, but can you imagine the appalling publicity?  And would you really want to make any bookings with a company that took that approach?

 

Speaking as someone who will certainly take the court route if they don’t come up with a suitable offer, with or without a non-disclosure agreement, I’m already so disenchanted with the way P&O treats its customers that alternatives to cruising with them are becoming increasingly more appealing.

After this experience I wont be booking with a large cruise company again. It's my first and last. They might take advantage of me once but definitely not twice. We'll continue to seek compensation but all this hassle and feeling that my money is ALL that interests them, and not actually providing a good level of service, leaves a bad taste. 

Just now, SandraMeyer said:

We've been contacted by the Observer in response to an email my husband sent to Anna Tims (anna.tims@theguardian.com). Anyone wishing to seek compensation might want to also write to her and include details of when you booked, when you were advised of the change and any communication you've had with P&O about the change. I'm so pleased to see that this is still being discussed and that, like us, others aren't going to let P&O off without a damn good challenge.  

Just to clarify - I'm not suggesting the Observer are or have obtained compensation for us but we're pleased that a national newspaper seems to be taking an interest.

We've been contacted by the Observer in response to an email my husband sent to Anna Tims (anna.tims@theguardian.com). Anyone wishing to seek compensation might want to also write to her and include details of when you booked, when you were advised of the change and any communication you've had with P&O about the change. I'm so pleased to see that this is still being discussed and that, like us, others aren't going to let P&O off without a damn good challenge.  

5 hours ago, terrierjohn said:

Not bothered for myself, but yesterday Twitter was highlighted as the best social media site to raise complaints.  I have no idea how Twitter works but it was indicated that most complaints made to a company's Twitter account usually resulted in an immediate response as companies did not  like to see complaints re-tweeted in case they raise a storm of "twittering", forgive me that's my wording but you get the drift.

Hi Terriejohn - I lodged my complaint via Twitter and saw several comments from passengers on the 'Amsterdam' cruise/bus trip. I got a speedy response asking me to DM (direct message) them, which I did but it's clear they're not going to take our complaints seriously. I did post some critical comments about the handling of the change and said I felt we'd been mis-sold to. My husband wrote to the MD and CEO and one of their assistants called today to say that they would not be offering any compensation as this was not a 'significant change'. We're appalled that they've taken this attitude and will continue to seek some sort of satisfaction from what is - for us - a wholly unsatisfactory situation. 

36 minutes ago, P-L-B said:

Regarding 'sharing of ideas to seek compensation' could this not be achieved via your Travel insurance.

I'm following every route to try to obtain compensation, including sharing ideas with passengers also affected. 

2 minutes ago, pete14 said:

 

This is not the first thread of the many where you make derogatory and possibly defamatory comments about P&O and Carnival yet you continue to book cruises with them. As a shareholder I thank you for your custom but wonder why you are clearly still attracted to the brand?

Ever heard of free speech?  I wondered why you were so 'invested' in this exchange of thoughts, genuine complaints and sharing of ideas to seek compensation for a cynical move made by a company which seems deaf to the justified grievances of its passengers.  As I've said before on this thread - first P&O/Carnival Group cruise and definitely the last. 

32 minutes ago, AlisonB1978 said:

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

Hi Alison - we're 'in the same boat'. I wasn't expecting P&O to change the docking arrangements but it would be nice if they accepted responsibility for the immense disappointment caused and how they've handled the situation very badly.  I also think customers should have been given some form of compensation or opportunity to change their booking (a full refund would be nice - and pigs might fly) instead of which they say there's nothing they can do. A satisfactory resolution to this is entirely in their hands but they refuse to do the right thing. As my husband comments 'not everything that's dishonest is illegal '.  We will continue to complain to P&O (even if we get nowhere) and will be lodging our ABTA complaint this weekend.  Aside from all the disappointment and inconvenience I hope all fellow Amsterdam passengers on this thread have a very enjoyable time and hope maybe to meet some of you whilst we're on board.  Best of luck to all 😀

2 hours ago, pete14 said:

 

No help or not, as they made the booking on your behalf, it is their job to handle all aspects of the booking for you. It may be best if you spoke to them again and insisted they sort it out for you. We always book direct with P&O and their customer services have been excellent when we have needed them.

Well - my first (and last) booking with P&O and I've found their CS to be politely hopeless.  I've been told we have to wait 28 days for a response to our complaint - just as we're due to travel. Sorry - for this trip they've been appalling and I wouldn't risk my money on another trip with them.

2 minutes ago, pete14 said:

 

Sandra, I do sympathise with your situation and am disappointed that P&O do not appear to be being very helpful. I am sure when you booked it said you would be docking in Amsterdam but where is the evidence that at that time P&O knew you wouldn’t be? To me, this is crucial.

If you booked through an agent, it should be them trying to resolve this for you and they may have greater success. 

Our agents have been of no help at all. 

1 hour ago, pete14 said:

 

I don’t dispute that you feel as though you were misled but how do you know it was deliberate? Do you have evidence that they knew about the change when you made your booking? Although I am not a legal expert, I guess these are questions that you will need to provide evidence to substantiate in any proceedings against them and also if the BBC are to take up the case in their programming.  

P&O’s website now makes it clear that Amsterdam cruises are docking at Ijmuiden. 

And when we booked it clearly stated we were docking in Amsterdam and that's why we booked.  My complaint stands and I'll look to raise it with those who are also impacted and those who can effect a satisfactory resolution.  Thanks for your contribution. 

1 minute ago, pete14 said:

 

Sandra, I agree that sharing advice and support is a good thing but in this instance, it seems like a crusade that is built on supposition and hearsay. It may take a while before facts are properly established and maybe best to wait until they are.

But it's not supposition and hearsay.  We are a group of passengers who have been misled ((deliberately, as P&O knew about this change but continued to sell the package as docking in Amsterdam)  and have complained and been told there's no compensation, change or refund allowed. The ball is entirely in the company's hands to do something and they are refusing to do so. That is fact. And as a passenger I am not going to simply allow the company to get away with this shoddy service without at least trying to get some sort of resolution. 

My complaint is with P&O. It seems they have a high handed way of treating their customers - regardless of where they're sailing to.  there are a fair few different categories of complaint on their Twitter feed.

1 hour ago, janny444 said:

Hi...just thought I would put my twopenth in....I have written to P&O and asked 2 questions which I made clear requires an answer

 

1....How many shuttle coaches are going to be provided for over 3000 passengers. 

2 I have a medical condition that only allows me to be in the sun for a very  limited time so if there is not adequate shuttle buses provided to avoid any queuing what shelter is being provided while we may have to queue which could be quite some considerable time. If there is no room to board the coach then it could be a wait of an hour and a half before the coach returns.

 

I have the understanding that it is about the 8 euro port tax which I would willing pay for the convenience of being near the centre....it is an easy walk back into the centre and I am no "spring chicken".

 

I also had the same problem with a cruise booked for this April...change of overnight stay in Amsterdam POC... with another cruise company...MSC...but their approach was totally different. They offered a couple of " sweeteners" OR a full refund of all monies paid PLUS our transport costs connected to the cruise.

 

I will leave you to make your minds up which is the more " customer friendly" approach

Thank you for your information.  The difference in approach between the two companies is very relevant.  As someone affected by this change I feel I am being fobbed off by P&O who are offering nothing by way of apology or goodwill gesture.  It feels like another case of a big company taking advantage of its customers.  If others are happy to be taken advantage of that's fine but I will keep making a fuss until I receive better treatment. Thanks again.

Pete14 - pleased you have happy memories.  But as a group of passengers who feel very unhappy with the service from P&O we're perfectly at liberty to share advice and support to each other. We are also perfectly at liberty to decide whether to act on that advice. This is where public forums and social media can be of real benefit.  Because you have high regard for a company doesn't exclude others making a stand when they feel that same company is deliberately misleading them.

Docco - many thanks for collating this. We are also lodging a complaint with ABTA with the reason being 'significant change'. We're appalled that P&O knew about this change but continued to sell the package on the basis of docking in Amsterdam.  We feel we've been totally misled. We've also complained to various individuals / departments at P&O etc. So far being fobbed off but will post on here any replies we receive.  Good luck to all. 

15 minutes ago, docco said:

I shall be making a formal complaint to ABTA (https://www.abta.com/help-and-complaints/customer-support) but it's too soon to start a legal action.

 

There would, theoretically, be a possibility of making P&O perform its contractual obligations via an equitable remedy known as 'specific performance' but in reality that would be very expensive, with practically no prospect of success.

 

The time for legal action is after the event via the County Court online Money Claims service (https://www.gov.uk/make-court-claim-for-money).  At that point it will be possible to assess the impact of the changes on the overall package and you'll need to put a figure to the claim, in terms of damages.  It's a simple process, with minimal costs, and it's a route I'll certainly be taking, with, I think, an excellent chance of success.

 

Thanks - that's very helpful.  We'll also make a formal complaint to ABTA and look at the possibility of a legal claim afterwards.  I think - unfortunately - there's a cost for this which one would have to be prepared to 'swallow' in the event of an unsuccessful action.  Thanks, though - that's all really helpful.  Others may also want to consider emailing 'You and Yours ' on R4 as they often shame big companies into action. Good luck everyone. 

On 2/14/2019 at 10:26 AM, Britboys said:

I too am on this cruise and very unhappy about the change.  If it had been just a one-day call, it would not have been so bad but the fact that we are there overnight makes it a poor decision imho.  Who wants a return coach journey of 80 minutes to go for a night out when on a cruise?

 

Of course, we don't know for certain that it is the new tourist tax that has caused this but it is highly likely.  The problem is that P&O shore-side are very poor communicators and using the cover-all "operational reasons" only winds people up.  Sadly, I don't think we stand a hope in hell of getting a goodwill gesture as P&O will just say that they are fulfilling their contract by providing free transfers into Amsterdam.

 

The problem is that they never think out of the box.  They could have written to all pax stating that a new tax had been introduced by the Amsterdam authorities and so they would need to add the equivalent of €16 to our on-board accounts but by way of a goodwill gesture will credit our accounts with £15 obc - which would of course cost them far less than £15.

 

In general, UK companies are far less customer care oriented.  I'm sure any of the USA -based cruise lines would deal with this in a much better fashion.

 

I am going to write a complaint too and would encourage anyone on this cruise to do the same.  They are inconveniencing us so let's inconvenience them!

On 2/13/2019 at 8:57 PM, janny444 said:

Hi ...I too have been affected by this change of POC...my second cruise to be affected this year so I am really disappointed. I know that they are offering free shuttles but I wonder at the logistics of that. How many shuttle buses are they going to use to transfer 3000 passengers? How long is one going to have to queue for if there is an inadequate supply of coaches. If there isn't enough room on the initial coaches you are going to have to wait for at least an hour and a half for the coaches to return....could be the same on the return journey....I envisage spending a considerable amount of time queuing and travelling to and fro to Amsterdam ....not what I had in mind when I booked this cruise...I thought we would be having 2 full days in Amsterdam to enjoy this cultural city....not messing about with coaches.

Don't think we will be " jumping through this hoop"

Hi - not sure how this forum works so apologies if I'm repeating my response 🙂 I agree that we all need to make as much fuss as possible.  The thought of thousands of passengers being loaded onto 'complimentary' shuttle buses (I laughed out loud at that - £600 plus for a four day break and we should be thrilled to be getting a bus!) fills me with dread. The whole advertising for the trip leads you to believe you can come and go freely once in Amsterdam.  Had I known there was the possibility of this not being the case we just wouldn't have booked.  This is our first 'cruise' and I won't be wasting money again on this sort of trip. There are too many things that can go wrong.  But in this particular instance P&O are really handling it badly. 

Hi Alison - we're a group of 7 on the same cruise and are furious at the way this has been handled. So far we've written to both Josh Weinstein and David Dingle, R4 (You and Yours) and Anna Timms of The Observer.  I've posted several comments on P&Os twitter feed and sent them dms. So far they are saying there's nothing they can do. I think we should try to launch a mini campaign to create as much fuss as possible. I've been in contact on Twitter with approx 5 other passengers and their parties. I think there may be some passengers who booked via agents who don't even know yet. We only found out by chance on Sunday.  I'm on Twitter as @chetcombebandb. So please get in touch - DM me on Twitter?  This is too much to just give in and accept 😠