bobgiles

21 hours ago, bobgiles said:

 

Still not got our main refund, however we chased the TA as per our last post to be told P&O had a "new" refund form for the TA's to use.

 

Apparently they were getting great success using it and he could see on their system they had requested our refund last week using said form. And as we had received the credit card portion on the 15th he was confident they (the TA) would get the rest back by the end of the week.

 

Well today we chased them again as nothing received, only to be told by a different TA rep that "yes I can see we have had your money back, hasn't anyone contacted you for your Bank details?" 

 

Considering how often we have chased the TA over this matter I must say we were not impressed!

 

Anyhow, bank details given and they say we should expect the money by Tuesday next week.

 

Will report back then.

 

Bob.

Full refund for remaining balance in Bank Account this morning from TA.

Bob.

On 5/19/2022 at 9:52 AM, bobgiles said:

 

As promised update on our refund.

 

We got back from our Celebrity cruise yesterday and checked the post.....no cheque!

Checked credit card and a refund of the initial deposit received a couple of days ago.

Will chase TA today reference the main balance.

 

Bob.

Still not got our main refund, however we chased the TA as per our last post to be told P&O had a "new" refund form for the TA's to use.

Apparently they were getting great success using it and he could see on their system they had requested our refund last week using said form. And as we had received the credit card portion on the 15th he was confident they (the TA) would get the rest back by the end of the week.

Well today we chased them again as nothing received, only to be told by a different TA rep that "yes I can see we have had your money back, hasn't anyone contacted you for your Bank details?" 

Considering how often we have chased the TA over this matter I must say we were not impressed!

Anyhow, bank details given and they say we should expect the money by Tuesday next week.

Will report back then.

Bob.

On 4/26/2022 at 4:52 PM, bobgiles said:

Hi everyone,

 

Just had our TA call us as they have just got off the phone from P&O.

 

So the latest info is P&O have today checked for her and agree the total amount we paid for the cruise is still with them and hasn't been processed yet for refund.

 

We paid the TA directly via bank transfer for almost all of this amount "however" we had forgot the initial deposit, back in August last year, was by CC. Checking on the old statement just as Wowzz has previously posted, even though we paid the TA the statement shows P&O, so they do indeed have our CC info. So why we haven't had this part refunded already by P&O is a mystery still.

 

The outcome is we still don't have our monies back but the P&O representative told our TA they would "chase" the accounts department BUT still could not tell when or indeed how the money would come back. Could be all to the TA or part to our CC or indeed a "cheque is in the post"!!!!

 

Anyway we are away on our Celebrity Cruise next week so will post more info if we hear or receive anything back.

 

Bob.

As promised update on our refund.

We got back from our Celebrity cruise yesterday and checked the post.....no cheque!

Checked credit card and a refund of the initial deposit received a couple of days ago.

Will chase TA today reference the main balance.

Bob.

Hi everyone,

Just had our TA call us as they have just got off the phone from P&O.

So the latest info is P&O have today checked for her and agree the total amount we paid for the cruise is still with them and hasn't been processed yet for refund.

We paid the TA directly via bank transfer for almost all of this amount "however" we had forgot the initial deposit, back in August last year, was by CC. Checking on the old statement just as Wowzz has previously posted, even though we paid the TA the statement shows P&O, so they do indeed have our CC info. So why we haven't had this part refunded already by P&O is a mystery still.

The outcome is we still don't have our monies back but the P&O representative told our TA they would "chase" the accounts department BUT still could not tell when or indeed how the money would come back. Could be all to the TA or part to our CC or indeed a "cheque is in the post"!!!!

Anyway we are away on our Celebrity Cruise next week so will post more info if we hear or receive anything back.

Bob.

Hi all,

have been watching and reading this thread since P&O cancelled our 1st May Baltics by email with just 3 weeks notice.

Over the years we have almost only ever cruised with P&O as a major Cruise Line. We have done a couple of smaller lines (Hurtigruten) but have remained loyal to P&O.

Yes I agree with many that standards have changed (rather than slipped), ships have got bigger and on board "extra's for more  £"  have increased tremendously over the years. But throughout we stayed loyal........until now.

Shock is the only word I can use for that email. To send an off hand email stating "This is being done in order to maintain the company’s high standards of service of which we are very proud" was a slap in the face.

We booked this cruise through a well known (cruising) travel agent when P&O first released it offering us an early bird price with extra 5% Peninsular discount and extra on board spending etc etc as per many of the emails we all receive.

However in February we spotted we could book the exact same cruise as a "new booking" at over £1400 less!  same cabin grade,  just a little less on board spend. So much for the original email telling us of this fantastic price they were giving to us "loyal" customers.

We contacted our TA who have always given us tremendous service and they had a look. Their take on it was P&O probably had lots of cancellations due to the war and the then imminent change of itinerary removing the 2 days at Saint Petersburg. Hence the price drop to drum up business.

They suggested if we were happy to stay on the cruise (without St.P) then P&O were allowing any cancellation to be converted to FCC, so they could cancel our booking, leave it a day for that to work through P&O's system, then rebook us back onto the exact same cruise, even in the exact same cabin (so long as it hadn't been taken by another booking). Told you they are a great TA.

No brainer really so we asked them to go ahead and within 24hrs we were rebooked, same cabin number and £1400+ better off. However the TA did say P&O wouldn't be quick with the refund.

Well today we called the TA as not only have we not received that money (almost 8 weeks later) but also haven't got the refund either from P&O cancelling the entire cruise two weeks ago. 

For those of you who have been told by your TA that P&O will refund directly to the customer, think about it. If you paid your TA (as we did) how will P&O refund you? they haven't got your Bank Details or Credit Card on file. Our TA said that just like us they struggle to get through to P&O. They hold on for over an hour plus before getting through and generally then get someone who actually cannot help and often give (even them) conflicting information. Apparently it's not just the ships with no staff, our TA was told the accounts department have dropped to a 4 day week due to staffing issues. Those who paid P&O directly with CC etc have been repaid as its electronically done and easy to do. Our excursions came back onto the CC within a day or two.

However those of us who paid the TA for the cruise are awaiting P&O accounts to work out exactly how much needs to be refunded to each TA in bulk for all the customers that individual TA paid for, for each cruise that was cancelled, from both ships that were effected. This is a much more manual (human) job and they are short staffed and on a 4 day week!!

We trust our TA, they assure us they have not had the money back yet and we believe them.

However doesn't help us and yet more terrible customer service from P&O. Covid times or not, it is not acceptable.

We have jumped ship, booked a Celebrity Cruise for the first time ever as we cannot just change our Annual Leave from work to please P&O's itinerary. We found a cruise going 2 days later and coming back a day later, we will have a holiday!! P&O need to hope we "don't" have an amazing holiday as the way we feel about them we might not ever come back. My biggest issue is the new cruise is sitting on my CC until P&O refund me.

I'll let you all know if/when we get our refund from the TA and as others have said would appreciate if anyone else gets their monies back to let us all know.

Thanks Bob.