P&O have honoured costs of cruises for customers

Customers often ask what happens if a cruise goes wrong, well below is an announcement P&O made on one such event this year; I did have customers on this sailing and they gave them the full refund of the cruise and offered to put it against a new sailing or one they have already booked. The customers are upset that they were not able to complete the cruise as intended but pleased they did not have to argue the point. Holidays are a happy time and if anything goes wrong, a timely and easy approach


like this helps everyone concerned. Important Information - Oriana Criuse X404 Oriana's current cruise (X404) will be returning to Southampton 3 days earlier than planned. This is to conduct a necessary repair on one of the ship's two propeller shaft seals. While the repair needs to be done as quickly as possible to prevent the issue worsening, it has no impact on the ships safety. Passengers have been informed of the situation and can remain on the ship in Southampton until their original disembarkation date of 1 March. All customers have the choice of receiving a Future Cruise Credit of 100% of their current cruise value to use on a future 2014/2015 cruise (excluding Britannia) or, they can opt to receive a 40% cash refund of their current cruise value. However it can not be used against late saver deals. What is the itinerary of the remainder of the cruise? 20 February Madeira N/A Departs 1800 21 February Gran Canaria Arrives 0800 Departs 2200 22 February Tenerife Arrives 0800 Departs 23 February At Sea 24 February At Sea 25 February At Sea 26 February Southampton Arrives 1800 27 February Southampton 28 February Southampton 1 March Southampton Disembark as scheduled How does the Future Cruise Credit work? Customers have been advised that they can use their Future Cruise Credit to book a future Oriana cruise. This Future Cruise Credit will be set up by 22 February 2014 for customers. As per our standard policy we do not pay commission on the value of the Future Cruise Credit, we will pay commission on any amount over the Future Cruise Credit value. We will follow our normal onboard sales process to support those wishing to take up this offer now, whilst on the ship. For customers who do not use the Future Cruise Credit before leaving the ship, they will be able to contact their travel agents to use it for a future Oriana cruise (sailing in 2014 or 2015). We will encourage passengers to use their Future Cruise Credit towards a future Oriana cruise. Your customers can opt for the 40% cash refund, if they wish to do this, they will be asked to complete a form onboard prior to disembarkation. The next Oriana cruise (X405) is scheduled to depart as planned. For your information: Press Release, Issue 20 Feb 2014. P&O Cruises can confirm that Oriana’s cruise (X404) will be returning to Southampton three days earlier than planned to conduct some necessary repairs to one of the ship’s two propeller shaft seals. The repairs, whilst required, have no impact on the ship’s safety. Due to the change in the itinerary Oriana is unable to call at some of the ports scheduled for this cruise. Passengers on the cruise have been kept fully informed of the situation. Passengers will be able to remain on board and enjoy the dining and entertainment offering on Oriana whilst in Southampton until March 1, 2014 as planned. All customers will have the choice of receiving a credit of 100% of their current cruise to use on a future Oriana Cruise in 2014 or 2015, or a 40% cash refund. P&O Cruises director Christopher Edgington said: “Our decision to bring the ship back early has not been taken lightly and I am sorry that our customers' holiday plans have been impacted. I hope that the compensation package we have announced will allow us to welcome all of our passengers back on a future Oriana cruise soon”