katieemily

My problem has been resolved! Thanks for all the suggestions and thanks to P&O. They are overstretched due to the Adonia issue and others, but they came through in the end. Patience, being calm, being in the right and talking to the right people won out in the end (in this instance).

John

Thank you all for your comments and observations. It is interesting that this very recent thread has resulted in more comments in its short time than our upcoming P&O cruise in January. Maybe that suggests that P&O need to up their game.

Anyway, I have now re-sent my request (not complaint) to customer services and copied it to Paul Ludlow and Christopher Edgington. We shall see if that helps. I live in hope, because P&O have always risen to the occasion previously. I will advise how it pans out.

John

In the past I have had to wait ages for a reply to e mails to P and o but on the last 2 occasions(recently to ask them to consider re looking at their flight seat booking after waiting 1 and a half hours(at midnight!) to book seats I have had a phone call within a few days.I wonder if this is co incidence or because I send a copy to Christopher Edgington

Thanks for the info. Do you have a contact address for Christopher Edgington, please?

John

Have you tried contacting the Peninsular Club team in Carnival House? 0345 357 6969 or loyalty@pocruises.com.

Hi Andrew, Thanks for the suggestion. However, -

I started with the Peninsular team and as a result sent an email to the Guest Services team and there it remains. I then rang the Customer Contact Centre who informed me that they were overwhelmed with complaints and that they have been instructed to take complaints in chronological order which would probably take 28 days or more, not the 5 days they stated in their standard acknowledgment email.

John

I have previously found that the Loyalty Team on board are really proactive and helpful and up until now the same applies to the Southampton team. This time is distinctly different as far as Southampton is concerned. I am not raising a complaint with them - rather, I am simply asking them to make good a written commitment that was made to me and I have no reason to think that they intend to renege on the agreement. My concern is that this was discussed as long ago as September and has still not moved forward and for my convenience the agreement needs to be in place now.

I understand that the recent regretable P&O cruise cancellations may put a strain on customer services. However, I would expect that P&O would rise to the occasion rather than leave their loyal customers in limbo.

John

John they have said 28 days for a long time now. It’s not new.

 

Sent from my iPad using Forums

They usually say "Within 5 days but it may take up to 28 days if more complicated". I was told earlier this week that at the present there are so many issues they are verbally telling everybody that it is likely to take 28 days and that 5 days is no longer a target.

John

After querying why I had not yet received an answer to my simple request to implement a written promise from the Loyalty Manager on my last cruise, I was told a response may take up to 28 days or even more as they are dealing with so many complaints. As a loyal and frequent customer this is a worrying admission. What is going on?

I need the promise to be implemented before my next cruise which is now within 28 days, but when I mentioned this I was told "That's how it is. It is a directive from above".

John

P&O have just advised us of an itinerary change - St Martin and Tortola are out and St Kitts and Cayman are in.

John

Antigua should be OK - we are confirmed there on Nov 1st

Spoke to P&O today. They are hopeful that Tortola and St Martin will be available for our January cruise. Good news for them and Us.

John

Antigua, Tortola and St Martin are on our Oceana itinerary in January 2018. P&O have advised us that we might not be visiting the last two but have not offered alternatives yet.

John

Really good information. Thanks. When we sailed out of Travemunde on the Arcadia we were seen off by thousands of locals and that was also truly memorable.

John

We found Rudy to be excellent. He arranged for us to go just when and where we wanted and was most attentive. For a reasonable premium he will arrange for an exclusive use of a guide, driver and transport to go just where you want, a service we were really pleased with as it enabled us to go off the beaten track a bit and to miss out the things we didn't want to see.

John

Thank you all for your replies. I will certainly consider Rudy for our cruise in November. We booked a tour through the ship last year and it was so disappointing. Most of the time was spent at the cliff divers and the "must see" jewelry store, so this time we would like to see the sights of Acapulco.

On our recent visit to Acapulco we had booked Rudy's Tour By Van tour via the internet. What a wonderful invention!! British you know.

It proved to be an inspired choice (not too hard though, as there had been so much positive comment on the internet).

Rudy provided us with a van to ourselves, to go where we wanted to, with our own guide (Marco) and a driver (Jorge). They took us on a half-hour drive to Coyuca Lagoon for an interesting boat trip (just Jesus the skipper, the driver, the guide, Ann and I), followed by a visit to a site on the beach where they release turtles. We then saw all the usual sights of Acapulco - the Casablanca Hotel, the Diego Rivera mural, the cliff divers and the Los Flamingos Hotel - we then finished up wandering around the charming Papagayo Park, to complete a memorable day.

We kept meeting with Rudy during our tour while he made sure everything was as we liked it. Our driver and guide were excellent ensuring that this was so.

If you need a tour in Acapulco I recommend RUDY.

John