P&O Customer Services

[Kendhni]

Julie has recently had to deal with P&O Customer Services following a hiccup with a booking we had made.

She thought highly of the call centre staff and, given the ultimate resolution, we are both very pleased.
Many thanks to the Customer Services.

In the past I have rated the P&O call centre staff very highly ... I know that sometimes we do not always get what we want but that does not necessarily mean bad service or lack of interest .. it just means that the operator can not or is not authorised to meet an expectation ... which may or may not be a realistic expectation.

[oldbluefox]

On the few occasions where I have had to contact them, usually with a query but on the odd occasion where there has been a hiccup they have been faultless, even going to the extent of phoning me to sort out a problem. I have always had wonderful service from them.

[ITWA Travel Writer]

I also have had a pretty good service from the P&O Customer Service Staff. Often lambasted but seldom praised.

I would always ask the name of the operator and if pleased with their service would mention it on either ‘Cruise Community’ or ‘Cruise Critic’. Both forums are looked at by senior P&O/ Carnival staff and if praise is found it’s often rewarded by them.

For example; my last interaction with them was so well handed that I complimented the operator by name on a CC forum. When I later spoke to him on a follow up, he told me that he had been given a £20 M&S voucher by his manager for good customer service.

Good for them!!

[Quizzical Bob]

Yes, I concur, they have always been first class.

[poole boy]

I contacted them 7 weeks ago and was promised a call back but guess what still waiting so I tried e-mail have sent 3 so far and am still waiting for the refund of excursion I was promised as I caught noro virus and they told us we could not leave the ship 23rd march still no refund useless in my opinion
graham

[Quizzical Bob]

I contacted them 7 weeks ago and was promised a call back but guess what still waiting so I tried e-mail have sent 3 so far and am still waiting for the refund of excursion I was promised as I caught noro virus and they told us we could not leave the ship 23rd march still no refund useless in my opinion
graham

These are normally refunded on board. If the medical team declare you unfit then the money goes back to your on board account. Had you paid for it before the cruise?

[Suekersh]

We have had very mixed experiences with shoreside staff. One extremely efficient with a great outcome but we have had duff information given, recently we wrote a letter of complaint which was answered very quickly but after we responded we did not get another response despite yet another letter being sent.

As well as naming staff who have given you a good outcome would you also name staff who have not?

Sue

[david63]

... would you also name staff who have not?

No as they would not have the right of reply.

I have not had many dealings with P&O customer service but what I have had has been OK.

Recently I have had dealings with the reservations team and, in my opinion, they do leave a bit to be desired - told I would be called on a particular day only to find no call and that the guy was working from home.

[poole boy]

These are normally refunded on board. If the medical team declare you unfit then the money goes back to your on board account. Had you paid for it before the cruise?


QB we were told they would be paid back to our on board account this did not happen reception told use they could not do this if the excursion was booked through your cruise personaliser and you would get it refunded to your card we have even sent them a copy of the ticket and still nothing since 23rd march we did get a phone from a customer services executive apologizing and saying it would be refunded in a couple of days that was over 2 weeks ago.
graham

[Onelife]

Hi Ken,

I very much go along with your opinion of P&O customer service. Indeed l can't think of any time where l've felt they could have done things better....always polite and efficient.

I won't at this moment in time go into details but l have recently had ongoing correspondence with P&O which resulted in my concerns being listened to and resolved to my satisfaction. Added to this l was given the promise that should a further upgrade become avaliable then l would be offered one....that promise has now been honoured

Regards

Keith

[Quizzical Bob]

These are normally refunded on board. If the medical team declare you unfit then the money goes back to your on board account. Had you paid for it before the cruise?


QB we were told they would be paid back to our on board account this did not happen reception told use they could not do this if the excursion was booked through your cruise personaliser and you would get it refunded to your card we have even sent them a copy of the ticket and still nothing since 23rd march we did get a phone from a customer services executive apologizing and saying it would be refunded in a couple of days that was over 2 weeks ago.
graham

Perhaps you could complain to the credit card company? That should wake them up

[Susan Watt]

We have had a problem with onboard customer service. As soon as we got home and phoned Southampton our problem was solved to our satisfaction immediately. I have never had any problems with their customer service.

[poole boy]

still waiting have phoned again and they have promised to phone me back but they did not say what year

[poole boy]

well I am amazed the lady did phone me back and said you have really been given the run around over this but the money has at last been repaid yipee

[david63]

All's well that ends well

[haveabeer]

I have no real complaints with C/S but I wish they would improve there knowledge of current promotions

[Lollie]

Have always found customer services extremely helpful, in fact I cannot fault them so very well done P&O.
Re refund of tour money sadly we had to cancel a booked tour the last time we were away, the ship's doctor stamped the tour tickets which we had to take and hand in, the money was refunded to our on board account before disembarkation.

[poole boy]

lollie
if you have booked on your cruise personaliser they will not do this you have to have it refunded to the card you payed with as reception insisted they could not refund any excursions booked through our world on your cruise personaliser this was on Oriana in march anyway it is sorted at last thanks to mary at p&o
graham

[Kendhni]

After my praise, Julie had to phone CS again last week to find that somehow we did not have flight reservations on our fly/cruise.
To be fair they sorted it out very quickly for her ... she was too scared to tell me until last night ... especially with the follow on news of a mistake she had made .. she accidentally forwarded our cruise booking summary to the wrong email address (she made a typo, and the target email address was valid). :EEK:

[Manoverboard]

Who are Customer Services when push comes to shove ?

Every Department should have Customer focus but in our experience they do not, in some cases they invent things to say else withhold information, even lie to keep you happy but then hide when it transpires that they got it wrong.

At the end of the day they are only human like the rest of us imperfect mortals so no big deal looking back but it can be, indeed was for us, at the time and can easily cause pax to defect on a permanent basis.

[Lollie]

Couldn't pay through cruise personaliser when we booked, sorry didn't think about that but then again I was just recounting our experience. You would think though that in this day and age everything could be sorted out easily on board.

[Palace]

From P & O Customer Services - Whether you book Select or Early Saver do not request an upgrade (free or reduced) when the prices drastically drop Was told by P & O they decide who they upgrade and it's not up to me as a customer to request and perhaps it would be better that I should wait for the prices to drop or go with another company Will loose too much to cancel this holiday but have cancelled September and as they advised will wait for late deals and get better prices with usually a free upgrade or take my business elsewhere. That's a World Cruise booking that have lost.

[lioness]

Palace, not sure what you are getting at? Why would you not book a World cruise because you might not get upgraded?

[david63]

There is nothing new in that upgrade statement - P&O have always decided who will be upgraded (I actually believe that upgrades are computer generated and there is no human involved in the decision). Asking for a free upgrade after you have booked has always had the same response - no (there are a few exceptions but these have been due to extenuating circumstances)

That's a World Cruise booking that have lost.

It is my understanding that "full" World Cruises do not drop in price very much, if at all.