P&O Complaints

[tartanexile81]

Hi There,

 

I was just wondering if anyone has written a letter of complaint to P&O and a positive response. I sent one earlier as we booked a cruise on Ventura last weekend in LA grade. On the Deck Plan this shows and is still showing on E Deck that these are partially restricted, in fact they are fully restricted views. I rang up and a manager called me later and offered me a free upgrade to what I should have got anyway (a partially obstructed view) I said this wasn't good enough, as there was no apology or goodwill for myself spotting the error and considering they failed to comply with Sale of Goods Act 1979. I have now sent a letter of complaint as follow up. Do you have any stories? Here is the picture of the deck plan showing LA as partially obstructed. Check your Ventura booking! I am in a good mind to report them to trading standards.

 

Just come across this thread and a bit confused. NickCrane, did you or did you not look at the deck plan before you booked? It says in this post you looked at the deck plan but in another post it says you didn't as you're a first time cruiser and didn't know it existed. As you've cruised before with your family I'm surprised that checking the position of the different cabin grades was not your priority. Still I hope this one works out Ok for you.

 

However, we'd never be "jealous" of you as was suggested because we always book early to get our choice of cabins then tick the no upgrade box. Like you we go to bed late but choose the best possible position to avoid noise early in the morning e.g. runners / walkers on the Promenade deck, staff putting out loungers by the pool, cabin stewards getting their trolleys out and line dancing and singing rehearsals in the show lounges etc etc

 

Enjoy your cruise.

[Host Sharon]

I have recently had to complain to p and o I sent a complaint using reservations email address on Wednesday of this week and I have not even received acknowledgement my complaint has been received.

 

I returned from ventuar last weekend, despite paying for my holiday up front and my on board account being deducted from my card on Monday, my card had been earmarked for a further 500 pounds, despite having paid in full there was a further 500 pound in my account I could not withdraw as p and o had earmarked this, finally got the money released on Thursday morning but still no reply to complaint from p and o how's that for service::mad:

 

This is normal practice as spending is authorised every evening. They do warn you of this in the small print and suggest you phone your Credit Card company to clear outstanding authorisations. https://ask.pocruises.com/help/PO/returning-home/pre_auth

Edited November 15, 2013 by Host Sharon

[@Porthole]

Yes I am really just a troll, here is proof of JD upgrade...

[Aloonie]

Sorry. But i wouldn't call that an upgrade.

[@Porthole]

Yes I understand, however it is a leg up if you know what I mean. The cruise doesn't sail till September. I may potentially get an upgrade on board, or enquire in a few weeks as to the extra cost for JC or JD. It is 2 ranks from where I started. And has a big window, forward isn't too bad if not!

[Aloonie]

Forward low is ok. But we were on her a few weeks ago in the casino, there was a bit of a swell and the noise from the sea was very loud. And your cabin is one deck lower.

Edited November 16, 2013 by Aloonie

[@Porthole]

No worries thanks for letting us know, I will do all I can to see if an upgrade is possible for low cost in a few weeks. If not it won't be the end of the world, only planning to sleep from about 1-2 am until about 9 am. We will be shattered when off to bed! I appreciate the advice though thanks.

[hansi]

I am not being rude, I am helping thousands of passengers who are being misold. What P&O have done is illegal. Some people won't find out until they are on board and will have no evidence. I know we will have a fantastic enjoyable cruise. But I still have the same outlook, I was placed on hold for 20 minutes on a premium rate line, why should I have to go through aggro to get what I paid for. Yes so what if it is an honest mistake on there part, they have had 36 hours since the first phone call and the website is still incorrect, so they would have misold many others by now. I am a very fair person.

 

 

why a premium rate line?

Edited November 16, 2013 by hansi

[@Porthole]

I called a premium rate line...(at work)...hehe

[hansi]

I called a premium rate line...(at work)...hehe

 

So you think that's ok then:rolleyes:

[the english lady]

Dear English voyager I think what has got peoples backs up is that his 1st post is I am going to take pando to trades description etc etc, I am writing to head honcho etc etc.

When you actually start getting the true story

He admits to looking at the deck plan ,with lifeboats all along the deck/grade he has picked. Although he can see there are lifeboats all along there , he books one of those cabins.

They did say on the web partially obstructed, which has now changed, however picking a cabin when you want a clear view , on a grade that has lifeboats along it, is always going to be hit and miss..I did look at some of the them on the link I posted and they are not that bad.

We then have the I have been upgraded ...which was probably the ploy all along.

Some people who have posted on here about getting upgrades are genuinely surprised and you want to say good luck to them...some you do not feel the same about.

So now the upgrade is from a midships higher deck to low down forward.uhm...

If the cabin is too far forward and the sea is slightly rough, sleeping until 9am may not be an option.

Well we know that its a Ventura fly cruise n419a, so if you are on the same cruise-you will know who the happy young person is who cannot sleep,as he has been upgraded.

By the way Nick if you try for a pay for upgrade (which is the only one Pando should consider now) you will be charged the difference in price between the 2 grades when you booked..not what they are now..If you decide to go down that path why did you not book the higher grade in the first place.

[Scriv]

But the P&O telephone line is not a Premium Rate line, Nick?

[@Porthole]

But the P&O telephone line is not a Premium Rate line, Nick?

 

 

This is the number I called. I appear to have made some contradictions previously in this thread, I have just been excited whilst typing the later posts and I have not explained myself as I should have. There is a logical explanation of everything however typing on an iPhone is more tiring to type long messages. Sorry if anything came across as a contradiction.

 

Happy Cruising, I don't want to get anyone's back up.

[the english lady]

But the P&O telephone line is not a Premium Rate line, Nick?

 

Yes I had thought of that as well. Shall w e wait and see whatwhat the answer is to that....

[cheekyscouse]

This is normal practice as spending is authorised every evening. They do warn you of this in the small print and suggest you phone your Credit Card company to clear outstanding authorisations. https://ask.pocruises.com/help/PO/returning-home/pre_auth

 

I did phone my bank and was advised that only p and o could release the funds, it's a load of rubbish for them to say it's the the banks system, they are the ones who request the payment from your card, it would be interesting to hear what the financial ombudsman service said on this, this could have had serious implications for me, as I had no access to my account and could have incurred bank charges and direct debits could have been returned by the bank due to lack of funds in the account.

[@Porthole]

I believe by process of elimination I have worked out roughly which cabin we will be in. If you look at JD cabins on the deck plan the majority are fixed twin beds only when we have specified queen. This narrows it down to 10 cabins all the furthest end away from the noisy atrium and closer to mid ship category! You would also guess that they would try and allocate us a queen room only with no additional pull down beds as they would try to fill these (fine if allocated these anyway as still down the good end). So queen only narrows the search down to 4 cabins, according to the select price of the cabin booking selection only one of these is still available. So I bet we will be in P246, P302 or P245, that is if we don't get a free upgrade to a better location of course! Win win.

[terrierjohn]

But the P&O telephone line is not a Premium Rate line, Nick?

It is certainly a premium number to those of us who have free evening, weekend or in my case 24/7 geographical calls; and 0845 numbers do charge a lot more than normal geographic numbers anyway.

[crompton21]

"I am still at a loss as I had to call a premium rate phone number for thirty minutes, and I spent 10 minutes of that having to prove myself

 

I called a premium rate line...(at work)...hehe

 

I am in a good mind to report them to trading standards"

 

Lets all hope your company has a few good morals and doesn't act upon your use of work time and resources in the same way that you appear to view a small error by P & O.

[@Porthole]

"I am still at a loss as I had to call a premium rate phone number for thirty minutes, and I spent 10 minutes of that having to prove myself

 

I called a premium rate line...(at work)...hehe

 

I am in a good mind to report them to trading standards"

 

Lets all hope your company has a few good morals and doesn't act upon your use of work time and resources in the same way that you appear to view a small error by P & O.

 

Here here, it was in my lunch hour and irregular calls are allowed.

[Spikey M]

There is a logical explanation of everything however typing on an iPhone is more tiring to type long messages. Sorry if anything came across as a contradiction.

 

 

I am still at a loss as I had to call a premium rate phone number for thirty minutes, and I spent 10 minutes of that having to prove myself

 

I called a premium rate line...(at work)...hehe

 

It doesn't come across as contradictions, it comes across as lies. If you are going to lie, try to be consistent.

[rubydoobydoo]

Remember Nick is only 20/21, I could spend half an hour trying and still not get a straight answer from my 23 year old as to what happened to all the milk :D

 

I am actually impressed that he has booked his own cruise and worked out where he will be, I wish my kids would cruise :( we have only cruised for the last 5 or 6 years and they were of an age when they didn't want to holiday with us so we didn't get to introduce them to it at an early age

[Scriv]

P and O number is 0843 not 0845 ... isn't that cheaper? I thought that was more like local rates?

 

But Nick phoned from work so didn't pay anyway.

[bee-ess]

P and O number is 0843 not 0845 ... isn't that cheaper? I thought that was more like local rates?

 

But Nick phoned from work so didn't pay anyway.

 

I think 0843's are cheaper but not good news if you have inclusive 0898/0845 as lots of packages do now. In that case you can use 'saynoto0870' website to find a 02380 STD number.

[Midsomer Madness]

I did phone my bank and was advised that only p and o could release the funds, it's a load of rubbish for them to say it's the the banks system, they are the ones who request the payment from your card, it would be interesting to hear what the financial ombudsman service said on this, this could have had serious implications for me, as I had no access to my account and could have incurred bank charges and direct debits could have been returned by the bank due to lack of funds in the account.

 

Did you ring p&o and ask the, to clear the pre authorisations? That's what I did with Cunard and it was all sorted very quickly....I do think it's a bit naughty of them to not clear them when they put the final bill though, probably takes too much time...

 

Next time if intending to use a debit card maybe it would be better to take cash to deposit at reception on boarding?

[@Porthole]

Remember Nick is only 20/21, I could spend half an hour trying and still not get a straight answer from my 23 year old as to what happened to all the milk :D

 

I am actually impressed that he has booked his own cruise and worked out where he will be, I wish my kids would cruise :( we have only cruised for the last 5 or 6 years and they were of an age when they didn't want to holiday with us so we didn't get to introduce them to it at an early age

 

Thank you Ruby, especially at the time of booking I was focused on comparing lots of different prices, also I thought they would have to put in the description the obstructions.