CRUISE REFUND RECEIVED

[peteukmcr]

So I calculate the 45 days deadline for me is 30th April and this is the day I get my first furloughed pay and so this is timely as I have just received my payslip and a 20% reduction is clearly evident. 

I also have £400 due from RCI due to cancelled pre paid items for our June sailing that we have re-scheduled to Oct 2021. The deadline for that refund is 2nd May.

A total just in excess of £4200 should be refunded in the next few days from both cruise lines or the issues will have to be escalated.

[peteukmcr]

Just a quick update regarding customer service. Just called RCI (lines open at 08:30), call answered within seconds, query regarding refunds (items cancelled 3rd April) resolved, full refunds processed by RCI on 26th April and sent to credit card (within 30 day deadline) and so should be credited within the next few days!

 

Just tried P&O and lines are not yet open! Message sounded like (wasn't clear) that lines don't open until 09:50 (or could be 09:15)! I understand Cunard staff are helping with P&O calls. The difference in customer service is staggering.

[terrierjohn]

9 hours ago, wowzz said:

My understanding is that  your credit card information is held by the merchant, but can only be used for future refunds, not for additional purchases.

I'm sure Andy will have a better understanding of this than I do.

If that is the case I am now desperately worried, with P&Os IT track record I now assume every East European internet scammer must have my credit card details.

[AndyMichelle]

37 minutes ago, peteukmcr said:

Just a quick update regarding customer service. Just called RCI (lines open at 08:30), call answered within seconds, query regarding refunds (items cancelled 3rd April) resolved, full refunds processed by RCI on 26th April and sent to credit card (within 30 day deadline) and so should be credited within the next few days!

 

Just tried P&O and lines are not yet open! Message sounded like (wasn't clear) that lines don't open until 09:50 (or could be 09:15)! I understand Cunard staff are helping with P&O calls. The difference in customer service is staggering.

We are trying to get through Pete, its 9.15 opening, but we keep getting cut off with' please try again later'... 

Andy 

[AndyMichelle]

6 minutes ago, terrierjohn said:

If that is the case I am now desperately worried, with P&Os IT track record I now assume every East European internet scammer must have my credit card details.

If you send me your card details John, I know a Nigerian guy who is good with this sort of thing... 😊

On a serious note, we don't keep any card details but as Pete said, his industry keeps them securely. 

Andy 

[peteukmcr]

18 minutes ago, AndyMichelle said:

We are trying to get through Pete, its 9.15 opening, but we keep getting cut off with' please try again later'... 

Andy 

Are you using the 0800 number? I used that and got cut off, but now on hold using the 0344 number.

[zap99]

10 hours ago, wowzz said:

If that is the case,  how was it possible that both Premier Inn and TravelLodge credited my cc when my bookings were cancelled? 

You may find that a credit and debit transaction differ. Not sure, but I booked and assumed paid for a ACCOR hotel in Rome a year previous to the stay. Long story short, the hotel was advised of the card details by Accor HO, but forgot to debit the card at the time ,although I had a printed confirmation that said paid. It transpired that by the time the hotel ran the card, it wouldn't clear as the expiry date had changed in the year or so that had passed. Perhaps refunds are different. Just a thought.

[zap99]

15 minutes ago, AndyMichelle said:

If you send me your card details John, I know a Nigerian guy who is good with this sort of thing... 😊

On a serious note, we don't keep any card details but as Pete said, his industry keeps them securely. 

Andy 

Is he a prince?, if so he wants to give me a cut of £1m if I help him. Seriously, my company ditched the card details as soon as the transaction had gone through. If anyone needed a credit, we offered them a voucher😁😁

[Selbourne]

11 hours ago, wowzz said:

I can only speak for Barclaycard, but I have had refunds for hotel bookings made with an old card, credited to my new card. The old and new cards should be connected on the system.  If you think about it, we all get new cards every couple of years, and refunds are part and parcel of the credit card system, so not to link the two cards is senseless.  

I agree with you, but sadly that’s not what happens in all cases. It’s very frustrating. 

[peteukmcr]

Just got through to P&O after 25 mins on hold (so not too bad) and the rep announced herself as from Cunard so proves the fact that their staff are assisting P&O.

 

However, despite being advised 45 days when my claim was submitted, I was told this is now 60 days. When I insisted that I was advised 45 days the rep then said, remember this is working days as the P&O finance team don't work Saturdays & Sundays. I advised this was not made clear and it is now time for escalation. 

RCI do not make that distinction between working days and calendar days.

 

P&O cannot provide a status update on the refund as they cannot access that information.

 

Now as the Customer Relations rep I have been in conversation with by email is again out of office, I'm trying Paul Ludlow (guessing the email address) and forwarding all the correspondence to the email address advised by the customer relations out of office.

Edited April 28, 2020 by peteukmcr

[AndyMichelle]

6 minutes ago, peteukmcr said:

Just got through to P&O after 25 mins on hold (so not too bad) and the rep announced herself as from Cunard so proves the fact that their staff are assisting P&O.

 

However, despite being advised 45 days when my claim was submitted, I was told this is now 60 days. When I insisted that I was advised 45 days the rep then said, remember this is working days as the P&O finance team don't work Saturdays & Sundays. I advised this was not made clear and it is now time for escalation. 

RCI do not make that distinction between working days and calendar days.

 

P&O cannot provide a status update on the refund as they cannot access that information.

 

Now as the Customer Relations rep I have been in conversation with by email is again out of office, I'm trying Paul Ludlow (guessing the email address) and forwarding all the correspondence to the email address advised by the customer relations out of office.

Good luck Pete, we are still trying to get through but I suspect its pointless from what you say. 

We just want confirmation of how it will be paid as the card we paid on has changed and, of course, how long... 

Andy 

[Selbourne]

3 hours ago, Jules. said:

May I just ask a question of UK cruisers with regards to a Princess cruise please? I’ve asked a similar question on the Princess board but most people over there are from the US and not really able to help. (I am a P and O cruiser too, please don’t think  I’m just wading into this thread!) 

 

In a nutshell I was booked on a 4 July cruise booked last October, paid the cruise balance to the “cold weather” TA on 6 March when they required it. Had I booked direct with Princess they needed the balance by 6 April. 
 

I got cold feet and contacted the TA on 26 March to cancel where they put me on an “urgent spreadsheet” and after some chasing  up from myself they phoned me on Sunday 5 April and the cruise was cancelled on that day. I have had no email confirmation from the TA confirming the cancellation, when I chased them they said they would send through the cancellation invoice from Princess “when they receive it”. The cruise was showing as cancelled in my cruise personaliser the day it was cancelled. Luckily I have screen shots of the web pages of both the active cruise and the cancelled cruise. 
 

My question is does anyone know which company might have my money since it was paid to the TA as per their terms and conditions a month before Princess required it? I will be getting the deposit of £150 back as FCC which I’m unlikely to use. And I know that my cruise will most certainly be cancelled anyway and then I would have received a full refund including the deposit but I cancelled when I did for my own peace of mind 🙂  
 

I booked using my Barclaycard (interest free thankfully) and they are unable to make a chargeback because I cancelled the cruise, not Princess. I can only go down that route if Princess were to go bust. 
 

Thank you for reading such a long post. I’m also still waiting for my refund of 80% from Intercruises for the return coach to Southampton. They said the refund should be at the end of April... 

 

Sorry to hear about your plight. It must be very worrying for you. In short, I think your TA will have your money and you should pursue them for it. Part of the reason that TA’s can provide a discount is that they require payment earlier than if you pay direct and hold that money until the travel operator (Princess, in your case) requires it. They make a bit of interest on it but mostly it helps their cash flow to cover their operating costs. So, assuming that the TA didn’t pass it on to Princess (which they shouldn’t have done as you had cancelled) then they should still have it. So, the TA is the one to chase. Travel Insurance doesn’t cover ‘disinclination to travel’ which was your grounds for cancelling. If you really get stuck with the TA I would try your credit card company again, explaining that the TA is refusing a refund for a service paid for but not provided, but I hope that you won’t get to that stage. 

[pete14]

3 minutes ago, Selbourne said:

 

Sorry to hear about your plight. It must be very worrying for you. In short, I think your TA will have your money and you should pursue them for it. Part of the reason that TA’s can provide a discount is that they require payment earlier than if you pay direct and hold that money until the travel operator (Princess, in your case) requires it. They make a bit of interest on it but mostly it helps their cash flow to cover their operating costs. So, assuming that the TA didn’t pass it on to Princess (which they shouldn’t have done as you had cancelled) then they should still have it. So, the TA is the one to chase. Travel Insurance doesn’t cover ‘disinclination to travel’ which was your grounds for cancelling. If you really get stuck with the TA I would try your credit card company again, explaining that the TA is refusing a refund for a service paid for but not provided, but I hope that you won’t get to that stage. 

I agree with Selbourne. Provided the agent did not transfer your money to Princess, the agent should return it to you. If they forwarded it to Princess early, then it would be up to Princess to make the refund. However, I don’t know about Princess cancellation terms and conditions. They may require you to pay a proportion of the cost although as you are being given the deposit as FCC, this would seem to be unlikely which will be good news.
 

I know many always book through agents for the small discount they are offered but when things go wrong as is currently happening, they can be an added complication that you don’t need. It is possible that some of the delays refunding P&O passengers at the moment can be attributed to agents charging passengers different prices from those charged to those booking direct. P&O are not going to refund more than was paid to them by the agent so somebody (presumably the agent) may have a shortfall. As I always book direct, I have no knowledge of whether agents have forums or customer satisfaction surveys or reviews on their websites. They may make interesting reading which is why I guess they don’t.

[Eglesbrech]

37 minutes ago, peteukmcr said:

Just got through to P&O after 25 mins on hold (so not too bad) and the rep announced herself as from Cunard so proves the fact that their staff are assisting P&O.

 

However, despite being advised 45 days when my claim was submitted, I was told this is now 60 days. When I insisted that I was advised 45 days the rep then said, remember this is working days as the P&O finance team don't work Saturdays & Sundays. I advised this was not made clear and it is now time for escalation. 

RCI do not make that distinction between working days and calendar days.

 

P&O cannot provide a status update on the refund as they cannot access that information.

 

Now as the Customer Relations rep I have been in conversation with by email is again out of office, I'm trying Paul Ludlow (guessing the email address) and forwarding all the correspondence to the email address advised by the customer relations out of office.

It was never indicated that it was 45 working days and as the 14 day legal limit is days, not working days they are at it.

 

People were prepared to give them a little leeway in the circumstances but 60 working days is utterly ridiculous. It does not take that amount of time to do refund. I am beginning to worry that it is actually cash flow, either that or they are delaying in case ABTA do get a temporary change in the legislation and we will all get told we are getting vouchers.

 

There are very few people indicating that they have received a refund, they are not prepared to say what date they have got to with refunds and they keep changing the goalposts. Very poor customer service which will lose them business once this all ends.

 

 

[Selbourne]

4 minutes ago, pete14 said:

I agree with Selbourne. Provided the agent did not transfer your money to Princess, the agent should return it to you. If they forwarded it to Princess early, then it would be up to Princess to make the refund. However, I don’t know about Princess cancellation terms and conditions. They may require you to pay a proportion of the cost although as you are being given the deposit as FCC, this would seem to be unlikely which will be good news.
 

I know many always book through agents for the small discount they are offered but when things go wrong as is currently happening, they can be an added complication that you don’t need. It is possible that some of the delays refunding P&O passengers at the moment can be attributed to agents charging passengers different prices from those charged to those booking direct. P&O are not going to refund more than was paid to them by the agent so somebody (presumably the agent) may have a shortfall. As I always book direct, I have no knowledge of whether agents have forums or customer satisfaction surveys or reviews on their websites. They may make interesting reading which is why I guess they don’t.

Very good point about TA versus booking direct. There are often comments on this forum along the lines of “why would anyone in their right mind book direct with P&O?”. Well, I do, partly because I have a fantastic relationship with my Personal Cruise Specialist (no longer officially called that, but still deals with me and knows me well) who always gets me my first choice cabin, but also because (for reasons that forum rules don’t let me explain) I get additional OBC which roughly equates to the 5% discount that most TA’s seem to provide as their discount. I get the added benefit of not having to pay balances until 90 days before (TA’s require it earlier) and by cutting out the middle man, when things go wrong (as things have done quite spectacularly now) it is a relief not to have the added complications that some on here are currently battling with. 

[grapau27]

1 hour ago, peteukmcr said:

Just got through to P&O after 25 mins on hold (so not too bad) and the rep announced herself as from Cunard so proves the fact that their staff are assisting P&O.

 

However, despite being advised 45 days when my claim was submitted, I was told this is now 60 days. When I insisted that I was advised 45 days the rep then said, remember this is working days as the P&O finance team don't work Saturdays & Sundays. I advised this was not made clear and it is now time for escalation. 

RCI do not make that distinction between working days and calendar days.

 

P&O cannot provide a status update on the refund as they cannot access that information.

 

Now as the Customer Relations rep I have been in conversation with by email is again out of office, I'm trying Paul Ludlow (guessing the email address) and forwarding all the correspondence to the email address advised by the customer relations out of office.

Maybe the same one who was dealing with ours.

I emailed Paul Ludlow and another customer service rep contacted me.

I had an awful feeling they were going to say working days which they have never said before.

Was this 45 working days hence the 60 days or was it 60 working days = 82 days total

Edited April 28, 2020 by grapau27

[Selbourne]

11 minutes ago, Eglesbrech said:

It was never indicated that it was 45 working days and as the 14 day legal limit is days, not working days they are at it.

 

People were prepared to give them a little leeway in the circumstances but 60 working days is utterly ridiculous. It does not take that amount of time to do refund. I am beginning to worry that it is actually cash flow, either that or they are delaying in case ABTA do get a temporary change in the legislation and we will all get told we are getting vouchers.

 

There are very few people indicating that they have received a refund, they are not prepared to say what date they have got to with refunds and they keep changing the goalposts. Very poor customer service which will lose them business once this all ends.

 

 

I agree. I have said from the start that it’s all driven by cash flow, as everything they are doing (slow release of cancellations, really pushing FCC, excessive delays for those insisting on refunds) is all about keeping cash in the business as long as possible, which their bosses at Carnival will be putting them under immense pressure to do. Yes, there’s a workload factor, but given the lack of new bookings and the fact that most staff are still working, I don’t believe that it’s material. Anyone who has run their own business or been in a very senior position in any business will tell you that in times of crisis it’s all about cash flow. Having confirmed that we will get refunds, I am optimistic that they won’t renege on that and issue vouchers, but if things get much worse I wouldn’t rule that out for future cancellations, certainly if the law changes. As it stands, the fact that the ‘refund within 14 days’ law that still prevails in the UK is being widely ignored (not just by P&O) is a matter of great concern and, as you say, after this crisis people will remember companies that handled it well and those that didn’t. 

[grapau27]

11 minutes ago, Selbourne said:

Very good point about TA versus booking direct. There are often comments on this forum along the lines of “why would anyone in their right mind book direct with P&O?”. Well, I do, partly because I have a fantastic relationship with my Personal Cruise Specialist (no longer officially called that, but still deals with me and knows me well) who always gets me my first choice cabin, but also because (for reasons that forum rules don’t let me explain) I get additional OBC which roughly equates to the 5% discount that most TA’s seem to provide as their discount. I get the added benefit of not having to pay balances until 90 days before (TA’s require it earlier) and by cutting out the middle man, when things go wrong (as things have done quite spectacularly now) it is a relief not to have the added complications that some on here are currently battling with. 

Very good point.

My P&O cruise next year the TA could not get the aft balcony cabin I wanted so I tried P&O direct and lo and behold got the cabin I wanted.

[pete14]

13 minutes ago, grapau27 said:

Maybe the same one who was dealing with ours.

I emailed Paul Ludlow and another customer service rep contacted me.

I had an awful feeling they were going to say working days which they have never said before.

Whilst I fully sympathise with those who are waiting for money to be refunded, (as am I but only a relatively small amount for pre booked shore excursions and restaurant bookings), could it not be the case that refunds would be made more quickly if the reduced number of staff, who are working from home, were allowed to get on with the job of issuing refunds rather than constantly answering the phone.
 

Of course if issuing refunds is something specialised that can only be carried out in the office and not from a laptop at home, there are fewer staff available and permitted to use the office whilst observing social distancing, so it will take longer. 

Edited April 28, 2020 by pete14

[Selbourne]

1 minute ago, grapau27 said:

Very good point.

My P&O cruise next year the TA could not get the aft balcony cabin I wanted so I tried P&O direct and lo and behold got the cabin I wanted.

That’s fascinating Graham, as I have heard it said by some that TA’s have the pick of the cabins at release and that P&O only offer a selection, but I have never found that to be the case. The P&O website is rubbish and is often incorrect re specific cabin availability, but my fantastic contact at P&O always gives me the full and accurate picture when I call and has never let me down. 

[grapau27]

2 minutes ago, Selbourne said:

I agree. I have said from the start that it’s all driven by cash flow, as everything they are doing (slow release of cancellations, really pushing FCC, excessive delays for those insisting on refunds) is all about keeping cash in the business as long as possible, which their bosses at Carnival will be putting them under immense pressure to do. Yes, there’s a workload factor, but given the lack of new bookings and the fact that most staff are still working, I don’t believe that it’s material. Anyone who has run their own business or been in a very senior position in any business will tell you that in times of crisis it’s all about cash flow. Having confirmed that we will get refunds, I am optimistic that they won’t renege on that and issue vouchers, but if things get much worse I wouldn’t rule that out for future cancellations, certainly if the law changes. As it stands, the fact that the ‘refund within 14 days’ law that still prevails in the UK is being widely ignored (not just by P&O) is a matter of great concern and, as you say, after this crisis people will remember companies that handled it well and those that didn’t. 

The government is totally focused only on coronavirus and other aspects of the law like travel refunds is being overlooked.

I wonder whether P&O office and sales staff are getting furloughed pay?

[pete14]

1 minute ago, grapau27 said:

The government is totally focused only on coronavirus and other aspects of the law like travel refunds is being overlooked.

I wonder whether P&O office and sales staff are getting furloughed pay?

I think those who are not self isolating or sick are working from home so they will not be furloughed.

[Selbourne]

2 minutes ago, grapau27 said:

The government is totally focused only on coronavirus and other aspects of the law like travel refunds is being overlooked.

I wonder whether P&O office and sales staff are getting furloughed pay?

If they are furloughed they cannot work at all and my understanding is that most are still working (certainly the customer facing ones) and not all from home. When I called a week or so ago the person I spoke to was in the office and spoke to another colleague nearby to double check the answer to my question. The issue of problems getting refunds from travel companies has become a news story in recent weeks but, as you say, has not been addressed by the government. Equally, the government hasn’t dealt with ABTA’s requests to delay refunds and issue credit notes either, even though some travel companies are acting as though it has passed into law! 

[Eglesbrech]

6 minutes ago, pete14 said:

Whilst I fully sympathise with those who are waiting for money to be refunded, (as am I but only a relatively small amount for pre booked shore excursions and restaurant bookings), could it not be the case that refunds would be made more quickly if the reduced number of staff, who are working from home, were allowed to get on with the job of issuing refunds rather than constantly answering the phone.
 

Of course if issuing refunds is something specialised that can only be carried out in the office and not from a laptop at home, there are fewer staff available and permitted to use the office whilst observing social distancing, so it will take longer. 

I have not phoned them. I put in my claim form and now the 45 days are up, the 45 days they awarded them self in spite of a very clear law that states it should be done in 14 days.

 

They would perhaps not receive so many phone calls if they did what they had said they would do. They have not so yes they can now expect some contact from me as they are withholding several thousand pounds of my money, illegally.

[grapau27]

8 minutes ago, Selbourne said:

That’s fascinating Graham, as I have heard it said by some that TA’s have the pick of the cabins at release and that P&O only offer a selection, but I have never found that to be the case. The P&O website is rubbish and is often incorrect re specific cabin availability, but my fantastic contact at P&O always gives me the full and accurate picture when I call and has never let me down. 

I rang P&O direct in January and spoke to a very pleasant lady,there was a few aft cabins available for February 2021 even though the c22 agent said none available.