Charged for something we didn't use on Ventura

[Cruise_lover11]

We were on P&O Ventura from 8th-15th June. When we received our bill, we had been charged £40 for the Retreat on the Friday (last day) at 21.30. We did not use the Retreat at all or even go near it. I had one treatment in the spa but other than that we didn't use it, and that was charged separately. We informed Reception and they explained that only the spa manager can remove it and they start at 8. We were self-disembarking so off the ship before 8 so were told it would be done. Payment has since been taken with this included and no sign of the refund. Has anyone else had an problems like this and was it resolved eventually? We definitely didn't use it as we had on Azura and felt it was overpriced! Not happy about it at all!

[Thejuggler]

My wife had a similar problem with the hairdressing salon which billed us far more than she had been quoted. Thankfully it was on Ventura so the bill could be checked via TV, but it took almost two days to get sorted.

 

Send a 7 day letter to P&O, headed Letter Before Action demanding the refund.

[Brayman]

My wife had a similar problem with the hairdressing salon which billed us far more than she had been quoted. Thankfully it was on Ventura so the bill could be checked via TV, but it took almost two days to get sorted.

 

Send a 7 day letter to P&O, headed Letter Before Action demanding the refund.

 

Why be so aggressive first off? Why not phone and get it sorted easily and hopefully quickly?

[Cruise_lover11]

My wife had a similar problem with the hairdressing salon which billed us far more than she had been quoted. Thankfully it was on Ventura so the bill could be checked via TV, but it took almost two days to get sorted.

 

Send a 7 day letter to P&O, headed Letter Before Action demanding the refund.

 

Thanks for your reply, would that just be to P&O head office? What kind of thing would we need to state in the letter? Thanks.

[Cruise_lover11]

Why be so aggressive first off? Why not phone and get it sorted easily and hopefully quickly?

 

Thanks for your reply. We were giving them a few days to see if the refund was delayed but may phone as don't want it dragging on. If unhelpful we will most likely send a letter after.

[Cruise_lover11]

Just got off the phone to a helpful and friendly lady :) Lets hope it gets sorted! :)

[Brayman]

Just got off the phone to a helpful and friendly lady :) Lets hope it gets sorted! :)

 

Let's hope so too, much the better way to handle any issues :)

[Skintman]

We were on the same Ventura cruise as you and enjoyed the sunshine and the ambiance of the ship and passengers.

 

They should be able to provide you with a copy of your signed payment slip. In any commercial situation mix ups can happen, so be gentle with them, but their excuse that only the manager can provide a refund, yet he's not available, is rather a poor excuse for customer service, particularly at the crucial time when the ship is disembarking.

 

I'm actually amazed how accurate cruise bills are, considering the massive number of daily transactions.

 

I'd politely press for proof. The onus is on them to prove it, not on you to disprove it. If they can't show evidence of sale, then they should provide a refund. You can also contact your credit or debit card company and complain that they've overcharged you.

 

A few years ago I had a large phone bill (approx £600 for one call!!) on my home land line, when I was away on holiday and the house was empty. I pressed and pressed for a refund, or proof of use, but to no avail. I went to the Ombudsman and eventually got a full refund and the company was fined £30,000 and threatened with loss of licence. Perseverance pays.

 

The moral is - don't ever give in, if you feel you're right.

[Cruise_lover11]

They definitely won't be able to provide us with a copy of the signed slip as we didn't go in there so they don't have a leg to stand on proof wise. It was annoying that it all happened at the end as if it happened mid cruise we cud have sorted it. The person on the reception desk said they made a note of it but the lady on the phone said there wasn't any notes! She was very apologetic and said that she would sort it and will phone back with an update. Here's hoping it doesn't take too long and that we don't have to go down the route of a letter and complaint etc. our next cruise definitely won't be with P&O if they don't sort it.

[Cruise_lover11]

Just to update P&O have still not phoned as promised over a week later and there is still no sign of the refund either. I will probably phone again tomorrow and I'm thinking of writing as well following the call as will not let this go!

[Thejuggler]

Why be so aggressive first off? Why not phone and get it sorted easily and hopefully quickly?

 

Now you see why I said what I did. P&O (like Utilities, telecoms, etc wtc) seem to be very good at promising the earth on the phone, they will do, it gets rid of an awkward customer.

 

It is 8 days since I advised sending a 7 day letter and the OP is no further on.

 

Get the letter sent tomorrow, they've had chance to sort it.

[Cruise_lover11]

Now you see why I said what I did. P&O (like Utilities, telecoms, etc wtc) seem to be very good at promising the earth on the phone, they will do, it gets rid of an awkward customer.

 

It is 8 days since I advised sending a 7 day letter and the OP is no further on.

 

Get the letter sent tomorrow, they've had chance to sort it.

 

I have written a letter so will see if I get any joy now!

[Mr R]

Same thing happened to me on Azura... got charged for 3 latte's in Java when I only bought one (they charged for 2 in 1 transaction, then the 3rd in a separate transaction). I took a photo of my TV screen and went to reception. They said they would contact Java, and within a few hours they refunded.

 

Good luck in getting it sorted.

[Cruise_lover11]

It's a shame it didn't happen mid cruise then it would have been sorted. I had only checked the tv a few hours before and it wasn't on there and it was only added at 21.30 on the last night so after the spa had closed and we didn't check it at that time. Hopefully they sort it for me too. I will update this thread on what happens.

[JHol]

A few years ago on the last day of our cruise on Arcadia we bought last minute gift, when we received our bill the figures had been reversed, £9.40 instead of £4.90. We went to reception before disembarking (we were self disembarking). We pointed out the mistake and the reception staff said it was to late to ammend the bill so they gave us the difference in cash, no arguements or quibbles. I know it was only a small amount but if a few things are wrong they could mount up quickly.

[Cruise_lover11]

JHol - it must be very common to happen, I wouldn't have minded if we didn't have so much hassle receiving a refund. The person behind reception did not seem to know what to do and just wanted to get rid of us I think. Hopefully we will hear something from them soon.

[davecttr]

I am currently in contact with P&O regarding my last cruise.

 

after my onboard credit ran out they did not deduct my peninsular discount from the balance of the account.

 

I contacted them by email and they told me to send the details by post. This i did including copies of my onboard account etc etc.

 

That was 3 weeks ago and so far no response from them.

 

It is only a small amount, less than £10, but even so....!

[JustOxford]

We were on a caribbean cruise a couple of years back, on the last day (post receipt settlement). They charged me for a coke, this did not appear on my credit card to a month later. However, following three phone calls they agreed to credit my card. It was only a small amount, but, it was the princible!

[Cruise_lover11]

It sounds like P&O need to review their customer service and make some improvements!

[carhirer]

I presume each cruiser has a card with a stripe or chip in it? Do i take it that mischarges arise because waiters write your name and cabin down rather than take a swipe of your card?

[Cruise_lover11]

I presume each cruiser has a card with a stripe or chip in it? Do i take it that mischarges arise because waiters write your name and cabin down rather than take a swipe of your card?

 

They always swipe your card as well as asking for the room number. The spa payment taken incorrectly must have been a system error or added to our room incorrectly somehow.

[KarenR_UK]

I presume each cruiser has a card with a stripe or chip in it? Do i take it that mischarges arise because waiters write your name and cabin down rather than take a swipe of your card?

 

We had an overcharge once ( can't remember if it was on Cunard or P&O - my memory is going:o) & it was because the system went down and the waiter swiped 2 or 3 times before it they realised; OH had to wait an hour in the bar while it came back up (his excuse anyway ;) ); when they did it again & it went through properly.

 

It happened in the early hours of the final morning & I couldn't face the pursers office queue when I saw it on the bill (Obviously at least one of the earlier swipes had also charged us), so we didn't bother getting it corrected - it wasn't a huge amount in the scheme of things & I just wanted to get home :(

 

it even MAY have been corrected by the cruise line themselves as a credit on the card later - my memory is definitely deteriorating :eek:

[starryuk]

Hi all,

I would just like to put in a word for P&O here...

 

We were in the Caribbean last January when we received news of a family crisis. My companion had to fly home. We were at sea that day and crew were brilliant. It took a member of staff nearly all day searching on computer and phone calls to get the quickest flights back (small island plane, then via Barbados). Everything was organised for her. Taxi, porter, emigration forms etc. They would have escorted her to the airport if she wanted.

A day after our return, head office phoned me to ask how everything had gone and then to offer condolences and to ask if we needed anything else from them.

 

Yes it was a crisis, but they were brilliant.

[Cruise_lover11]

Fair enough they were brilliant for that and I'm not saying I don't like P&O, we have been on 3 cruises with them and enjoyed them all. I just think if they promise something they should follow it through especially when they have charged for something we didn't use. Reception onboard, customer service on the phone both promised it would be sorted. We are still waiting for a response to our letter too. We have no other complaints about the service on board but just feel a little bit disappointed about this and the fact that it's still not sorted nearly a month later.

[jake 26]

Sadly they may promise you they'll ring back, and/or refund you but even a written reply to a letter is a lot to hope for.

We had to cancel a cruise recently because of a serious illness diagnosis. We had paid the full 15% deposit but P&O's cancellation invoice was £50 short so we could only claim that amount from our insurer. P&O promised in an email to refund the £50 so we were not out of pocket. P&O's reason for the invoice error was 'their system couldn't get it right'.

That was in mid May but no refund of the £50 has occurred, and when I chased it via customer service they sent me another invoice for an extra £149.70!

I have written to them enclosing all copies of the fiasco, asking for the refund and the cancellation of the extra £149.70.

No news of anything yet.