P and O Australia - Australia Day Cruise Disappointment

[datone]

I too am back from the cruise today and was offered the $200 OBC when I spoke to the Customer Relations Manager on 9th January. He advised that it would be loaded onto my account in the next couple of days. Needless to say, it wasn't and I checked daily until the 22nd (day before the cruise). At that stage, I rang my travel agent thinking she might be able to speed it up. No such luck. So I went to the desk on the first day to be told they would email Head Office about it and it would show up in the 24 hours. Well it didn't. So back to the desk I went again and said I wasn't leaving until it was resolved. So after a flurry of phone calls I was told it's there now - which it was finally. The OBC might have been readily offered at the time of my initial call but it was a battle to actually get it.

[js4rq]

I too am back from the cruise today and was offered the $200 OBC when I spoke to the Customer Relations Manager on 9th January. He advised that it would be loaded onto my account in the next couple of days. Needless to say, it wasn't and I checked daily until the 22nd (day before the cruise). At that stage, I rang my travel agent thinking she might be able to speed it up. No such luck. So I went to the desk on the first day to be told they would email Head Office about it and it would show up in the 24 hours. Well it didn't. So back to the desk I went again and said I wasn't leaving until it was resolved. So after a flurry of phone calls I was told it's there now - which it was finally. The OBC might have been readily offered at the time of my initial call but it was a battle to actually get it.

 

That'd have been frustrating! Glad you for your OBC though.

 

Did you as least have a good cruise? :)

Edited January 29, 2018 by js4rq

[MicCanberra]

Just got back today from Australia Day cruise.

A few days before we left we also contacted P&O re compensation and were told that the pax who got extra $100 OBC was because of 'other issues'.

 

I replied that this seemed incorrect as others were given OBC because of change of itinerary. Received email from Customer Service Supervisor who only offered full refund. I replied stating that we were disappointed in the way P&O gave to some and not everyone and we were given the extra $200. I guess it pays to keep contacting them to get a reply as it was only a couple of days before sail date.

 

We were asked to keep it private and off social media as no more OBC were being offered.

Good work, I think it is really poor form to not be offering it to all that ask.

[MicCanberra]

And that is the issue Mic, SOME got compo.:evilsmile: Unfair on those who did not before the compo largesse got the chop.:rolleyes:

Agreed, it is very poor form.:(

[MicCanberra]

I too am back from the cruise today and was offered the $200 OBC when I spoke to the Customer Relations Manager on 9th January. He advised that it would be loaded onto my account in the next couple of days. Needless to say, it wasn't and I checked daily until the 22nd (day before the cruise). At that stage, I rang my travel agent thinking she might be able to speed it up. No such luck. So I went to the desk on the first day to be told they would email Head Office about it and it would show up in the 24 hours. Well it didn't. So back to the desk I went again and said I wasn't leaving until it was resolved. So after a flurry of phone calls I was told it's there now - which it was finally. The OBC might have been readily offered at the time of my initial call but it was a battle to actually get it.

Wow, what a shemozzle. Glad you got the OBC eventually.

[datone]

That'd have been frustrating! Glad you for your OBC though.

Did you as least have a good cruise? :)

 

Cruise was fine. Food is certainly a step down from Princess. Liked the size of the ship. Production shows so so, entertainment a mixed bag. Steady Eddy the comedian was great and had everyone laughing. Staff not trained to the same standard as Princess. Might consider P and O again but only if the price was a bargain.

[MicCanberra]

Cruise was fine. Food is certainly a step down from Princess. Liked the size of the ship. Production shows so so, entertainment a mixed bag. Steady Eddy the comedian was great and had everyone laughing. Staff not trained to the same standard as Princess. Might consider P and O again but only if the price was a bargain.

Glad it was fine for you. I agree the standard is less than some other lines but as you say, if the price and timing is right, they are still a good cruise and are lots of fun.:D

[MMDown Under]

Well done on getting OBC. :D

P&o still won't acknowledge any of my emails sent from 18 January onwards. :rolleyes:

I rung up a few times and have sent several emails since then, with no response lol

Very disappointing.

 

What a public relations disaster!

Keep being a thorn in their side until you get a response to your emails.

 

Good work, Datone, in telling Reception on the ship that you weren't leaving until the matter was resolved. Not the ideal way to spend your holiday time, but effective in the end!

[js4rq]

What a public relations disaster!

Keep being a thorn in their side until you get a response to your emails.

 

Good work, Datone, in telling Reception on the ship that you weren't leaving until the matter was resolved. Not the ideal way to spend your holiday time, but effective in the end!

 

Oh don't worry, I will! ;)

 

They were always responsive to me on Messenger. So I decided to send them a (nice) message a couple weeks ago, with no response.

 

I might try contacting them again on Messenger. ;)

 

Afterall, they will have to respond eventually!

[MicCanberra]

Good luck, you may get the OBC for the next cruise.

[MMDown Under]

Oh don't worry, I will! ;)

They were always responsive to me on Messenger. So I decided to send them a (nice) message a couple weeks ago, with no response.

I might try contacting them again on Messenger. ;)

Afterall, they will have to respond eventually!

 

I sometimes wonder whether the cruise lines fully understand that "a fair go" is part of an Aussie's DNA.

[js4rq]

I messaged P&o again on Messenger yesterday. They have seen the message but have not acknowledged it.

 

I also emailed the Guest service manager again. She's now on leave until next week.

 

I'll email the general P&O email addresses again on the weekend if I don't get a response before then.

[MicCanberra]

They are being persistent aren't they.:(

[js4rq]

They are being persistent aren't they.:(

 

It looks like I'm not the only one experiencing lack of communication on P&O's behalf. :rolleyes:

 

I read on Facebook that someone had issues on their Christmas cruise that is yet to be resolved, as P&O won't reply to their e-mails or acknowledge their post cruise survey feedback.

 

We too put in feedback. I am not sure if P&O will actually follow up on that. :confused: Guess time will tell. :cool:

[MicCanberra]

It looks like I'm not the only one experiencing lack of communication on P&O's behalf. :rolleyes:

 

I read on Facebook that someone had issues on their Christmas cruise that is yet to be resolved, as P&O won't reply to their e-mails or acknowledge their post cruise survey feedback.

 

We too put in feedback. I am not sure if P&O will actually follow up on that. :confused: Guess time will tell. :cool:

Not helping themselves with their good will deteriorating daily.:(

[banksia3]

Hi sorry to hear about your misfortune, my grandaughter and I did the 5 P & O ships into Sydney harbour 2015 on board Pacific Dawn it was absolutely spectacular, did 7 days Aria 2017,2018 and Dawn2017 (after refurbishment) prefer Aria such a homely atmosphere only complaint is that for the area it cruises not enough shade on deck on the Adult only area at the back of the ship, otherwise the Restaurants are wonderful, especially the choice of included ones where the meals are fabulous, unfortunately P & O and I think other cruises ships seem to be able to change itineries at a moments notice and have it all covered in the "Fine Print",Happy cruising in the future Pauline

[js4rq]

I sent P&O a follow up message on Thursday via messenger after the last two messages went unanswered, and got a response earlier.

 

 

My feedback has been passed onto their Guest Relations team, and one of the Guest Relations specialists will be in contact.

 

 

So, I guess that's something ;)

[MMDown Under]

I sent P&O a follow up message on Thursday via messenger after the last two messages went unanswered, and got a response earlier.

My feedback has been passed onto their Guest Relations team, and one of the Guest Relations specialists will be in contact.

So, I guess that's something ;)

 

Yes.

 

I hope you hear soon from one of the Guest Relations Specialists to your satisfaction.

[NSWP]

Yes.

 

I hope you hear soon from one of the Guest Relations Specialists to your satisfaction.

 

Maid Marion....Do you believe in Fairies? :rolleyes:

[MMDown Under]

Maid Marion....Do you believe in Fairies? :rolleyes:

 

I'm saving my next recommended step. In the meantime, waiting to be pleasantly surprised.

[MicCanberra]

I sent P&O a follow up message on Thursday via messenger after the last two messages went unanswered, and got a response earlier.

 

 

My feedback has been passed onto their Guest Relations team, and one of the Guest Relations specialists will be in contact.

 

 

So, I guess that's something ;)

Again I wish you luck, something happening is better than nothing.:D

[datone]

The disappointment with P and O keeps coming. After battling to get the $200 OBC promised, I now find that they have billed my credit card $80.88. My final statement given to me on the last morning shows we spent $199.93 leaving a credit of 7c. Nothing was purchased after this. Tomorrow's phone call to them will be interesting - let's just say I hope I don't have to battle for this to be refunded.

[MicCanberra]

The disappointment with P and O keeps coming. After battling to get the $200 OBC promised, I now find that they have billed my credit card $80.88. My final statement given to me on the last morning shows we spent $199.93 leaving a credit of 7c. Nothing was purchased after this. Tomorrow's phone call to them will be interesting - let's just say I hope I don't have to battle for this to be refunded.

It is almost funny, almost, I wish you luck with the fixing up of all that is wrong with the account.:D

[js4rq]

The disappointment with P and O keeps coming. After battling to get the $200 OBC promised, I now find that they have billed my credit card $80.88. My final statement given to me on the last morning shows we spent $199.93 leaving a credit of 7c. Nothing was purchased after this. Tomorrow's phone call to them will be interesting - let's just say I hope I don't have to battle for this to be refunded.

 

What a pain. I hope you get it all sorted!

[datone]

Apparently the reason I was charged $80 was that this was money spent on bingo/casino which does not come off OBC. On querying how I was supposed to know this, I was told it is on their website in the terms and conditions. Who reads through all this? I said that surely there was a better way of bringing this to people's attention and on other cruise lines including Princess who is owned by the same company, that every time I have had OBC, I have been able to use it for bingo/casino. I also asked them why was I given a final statement the last morning that showed $200 OBC, total spend including bingo/casino $199.93 with a balance of 7c credit clearly shown. Nowhere was it stated that my bill came to $80 and that this would be debited from my credit card, and nowhere did it show that I still had this $80 available in OBC. If I had know, I would have gotten a couple of photos or something to use it up. Showed the statement to a few people at my office and without exception they all read it as owing nothing the way it was presented. Needless to say after talking to a supervisor they are adamant I have to pay it - well actually they already have it. But maybe not for long hopefully - I have now lodged a payment dispute with my credit card company so we shall see what happens.