Upgrade Policy

[david63]

I have been reading the lengthy, and heated, recent topic on Facbook about someone receiving an upgrade which as they were part of a wedding party and all in adjacent/nearby cabins was not acceptable. I can see their point and I, along with those who responded, agree with them - in this instance.

But what this leads me on to - is P&O's upgrade policy correct? The current policy is that you are automatically opted in for an upgrade and unless you know that then you are stuck with it. There is nothing to inform you of this when you book online or if you book by phone direct with P&O - although I believe that TAs do have the option.

From a personal point of view it normally matters little one way or the other whether I am likely to get an upgrade or not as I am not normally bothered where the cabin is and I have chosen the grade that I want so any upgrade would be to a better cabin - although that may not always seem to be the case. The one exception is the next cruise we have booked where we have chosen a specific cabin (one of the aft balcony cabins on Arcadia) and any "upgrade" would in this case be a "downgrade".

The whole business of upgrades becomes even more difficult when there are some who suggest that upgrades should be offered as part of the loyalty package, which in itself is a reasonable idea.

So I suppose that my question is - should the upgrade option revert back to being an "opt in" policy with a clear indication that it is there?

[JenniC]

I was part of that debate, defending Wina and Rob who were subjected IMO to some real personal abuse. I too had great sympathy for the couple involved, but their frustrations were aimed at the wrong people, given the process is as it is, whether right or wrong and to suggest Rob was better suited to a Saga holiday and that they were both trolls was way over the top...

P&O have in fact a) sorted it and b) advised that their online booking system will be updated so you do indeed have to opt in for upgrades.

That said when we booked our 6 cabins for last April by phone we were asked if we wanted upgrades if available and we said no. Also when booking for Jan next year whilst on Ventura this year, again we were asked if we wanted an upgrade should in be available and seeing as we had a superior cabin and an upgrade would mean a suite, this time we said yes

[Dancing Queen]

I think the upgrade option should be an 'opt in' choice, it's ok for people like us that know about it but we are just a small % of people that are aware through forums such as this but there must be thousands of people that book and have no idea.

[david63]

... b) advised that their online booking system will be updated so you do indeed have to opt in for upgrades.

I hadn't seen that - just have to hope that it is not another P&O/Carnival IT cock-up

[Romig1]

Thanks Jenni

The real issue for me, is that people should have it made clear to them the policy - whatever that be. I personally would prefer that every single booking (either direct or via a TA) would have to negotiate a yes or no option before the booking could proceed further. As part of this, it should be made very clear to people making bookings the ramifications of a "yes" decision, and the fact that free upgrades may only be to a higher grade of the same cabin type, and that they are non-refuseable, once processed (if that remains the policy, of course).

[JenniC]

... b) advised that their online booking system will be updated so you do indeed have to opt in for upgrades.

I hadn't seen that - just have to hope that it is not another P&O/Carnival IT cock-up

From PO Facebook page.. Copyright .. PO Cruises......
P&O Cruises Hi everyone. Within the next 4-6 weeks we will be launching a substantial upgrade to our online booking system. One of the improvements will be the ability to opt-out of automatic upgrades yourself. In the meantime, we ask you to contact us once you have made your booking if you wish to opt-out of automatic upgrades. Thank you.

[JenniC]

Thanks Jenni

The real issue for me, is that people should have it made clear to them the policy - whatever that be. I personally would prefer that every single booking (either direct or via a TA) would have to negotiate a yes or no option before the booking could proceed further. As part of this, it should be made very clear to people making bookings the ramifications of a "yes" decision, and the fact that free upgrades may only be to a higher grade of the same cabin type, and that they are non-refuseable, once processed (if that remains the policy, of course).

No problem Rob, I am a stickler for fairness and also if you post on a open forum, expect that some people will not support you. I had every sympathy with them, but they got so rude and personal.. anyway seems P&O are on the case.. We hope..
BTW.. Let me know when you book your Saga trip..

[david63]

... b) advised that their online booking system will be updated so you do indeed have to opt in for upgrades.

I hadn't seen that - just have to hope that it is not another P&O/Carnival IT cock-up

From PO Facebook page.. Copyright .. PO Cruises......
P&O Cruises Hi everyone. Within the next 4-6 weeks we will be launching a substantial upgrade to our online booking system. One of the improvements will be the ability to opt-out of automatic upgrades yourself. In the meantime, we ask you to contact us once you have made your booking if you wish to opt-out of automatic upgrades. Thank you.

That's the worrying bit

[Romig1]

I read the word "upgrade" as "giant cock-up". Sorry, but I have seen these "upgrades" too often in the past to have any confidence whatsoever.

[towny44]

I do not understand why a possible upgrade could not be available to anyone, but with the option to accept or decline it depending on circumstances. For any cruise line, or hotel for that matter, to make it mandatory for you to accept any upgrade if you have opted in seems disingenuous, since any upgrade should always be of benefit to the recipient, otherwise its not a genuine upgrade.

[Romig1]

I do not understand why a possible upgrade could not be available to anyone, but with the option to accept or decline it depending on circumstances. For any cruise line, or hotel for that matter, to make it mandatory for you to accept any upgrade if you have opted in seems disingenuous, since any upgrade should always be of benefit to the recipient, otherwise its not a genuine upgrade.

And therin lies the crux of the matter, Townie.

P&O pass on these "upgrades" in order to juggle the passengers into the cabins they want to, since the advent of guaranteed grade" bookings.

[Dancing Queen]

We've done pretty well with upgrades when we have booked on a guarantee basis however I have always done my homework first to ensure that I would be happy with the grade I have booked and also the cabin position of any upgrade I might receive, it can work to your advantage I have never been disappointed

[Mervyn and Trish]

Given the use of email / text these days and the encouragement to "go green" it doesn't seem difficult for P&O to offer a specific upgrade by these means and give say 72 hours to accept or reject it. If no response in that time the offer is withdrawn and offered to someone else.

[screwy]

Given the use of email / text these days and the encouragement to "go green" it doesn't seem difficult for P&O to offer a specific upgrade by these means and give say 72 hours to accept or reject it. If no response in that time the offer is withdrawn and offered to someone else.

Not sure about that as the whole booking system is Live therefore giving a 72 hr time limit would surely significantly interfere with bookings....??

[Mervyn and Trish]

Given the use of email / text these days and the encouragement to "go green" it doesn't seem difficult for P&O to offer a specific upgrade by these means and give say 72 hours to accept or reject it. If no response in that time the offer is withdrawn and offered to someone else.

Not sure about that as the whole booking system is Live therefore giving a 72 hr time limit would surely significantly interfere with bookings....??

I doubt it as they don't generally offer freebie upgrades until approaching the last minute when presumably they've decided the cabins they're offering won't sell.

[screwy]

I bow to your greater knowledge on these matters,

[Dark Knight]

its all a bit of a con really
they only offer an upgrade if they can sell your cabin, usually
we got offered an upgrade to a deluxe balcony as they wanted to sell our outside plus but when we worked out the difference it was not exactly a bargain
also from what I have read on here, the upgrade might be 1 grade but certainly not the best of that grade

[david63]

I notice that the post on FB has been removed.

There does seem to be a trend now where there is criticism of P&O on FB that the topic gets removed

[davecttr]

Upgrades are not always to better locations for example an 'upgrade' from a balcony cabin forward to one midships which just happens to be opposite the engine exhaust uptakes with the accompanying noise etc. Experienced cruisers would never book one of those cabins so 'upgrades' are a good way of filling them.

[Kendhni]

Given the use of email / text these days and the encouragement to "go green" it doesn't seem difficult for P&O to offer a specific upgrade by these means and give say 72 hours to accept or reject it. If no response in that time the offer is withdrawn and offered to someone else.

I would be inclined to agree with this approach M&T, except I would say 24 hours (rather than 72). We had a slight problem recently were we were put in a cabin we specifically did not want ... but that quickly got rectified.

[sunseeker16]

Did I dream or mishear a recent telephone conversation with a TA, during the booking process

" .... and upgrades
Do you want
a) any upgrade offered
b) no upgrade
c) upgrade only to next category

I took c) to mean eg inside to outside or higher, outside to balcony or higher, balcony to mini-suite or suite. Hope it is, as that's what I went for.

I was speaking to a telephone person @ P&O previously, about another booking which I'd done online ad the call wa sa follow up, requesting 'No Upgrade'. I suggested to him that they could make life easier for themselves by putting an appropriate tick box on the online booking and he informed me this would be introduced 'shortly'. Anyone seen it?

[david63]

Did I dream or mishear a recent telephone conversation with a TA, during the booking process

Could have been either

" .... and upgrades
Do you want
a) any upgrade offered
b) no upgrade
c) upgrade only to next category

I took c) to mean eg inside to outside or higher, outside to balcony or higher, balcony to mini-suite or suite. Hope it is, as that's what I went for.

I think that I would ask for clarification on that point. In my experience TAs and P&O don't always "speak the same language".

I was speaking to a telephone person @ P&O previously, about another booking which I'd done online ad the call wa sa follow up, requesting 'No Upgrade'. I suggested to him that they could make life easier for themselves by putting an appropriate tick box on the online booking and he informed me this would be introduced 'shortly'. Anyone seen it?

This was mentioned on FB the other day - something along the lines of "substantial upgrade" to the booking system in about six weeks time