peteukmcr

25 minutes ago, Pine Man said:

Just out of interest - I got my refund about three days ago, which was credited to my 'US Fast' credit card.

 

This refund put me several thousand pounds in credit so I rang my card company up and asked for it to be sent to my bank account, which they were happy to do BUT warned it could take 10/14 days to transfer. When asked why it took that long I was informed that it was due to all the cruise refunds they were handling!

I'm the same, my CC company said up to 28 days.

Just now, AndyMichelle said:

As soon as things started to look a bit dodgy, we cancelled our excursions and, like others, they were refunded immediately. 

Then the change of tactic came in to play. 

I don't really understand it as, in comparison to some of the cruise refunds, these are usually much smaller amounts. 

I thought they would have paid them first to (slightly) soften the blow.. 

But who can make any sense of how the brains behind P&O work... 

Andy 

I cancelled most of ours, the problem with the wonderful P&O systems is that it seemed that if you had 3 shore excursions on 1 order, you could cancel 1, but not the other 2. Everything else I had pre paid were on separate orders and they cancelled fine. So I'm just waiting for 2 off 1 order that I couldn't cancel. What's frustrating is that when I cancelled through the personaliser I got confirmation of the cancellations almost immediately and the refunds were back on my card within 2 days. In fact credited before I submitted the claim for the whole cruise refund!

16 minutes ago, AndyMichelle said:

Drumroll... 

Not quite, but just received what sounded like another fob off email from someone called Tony that said the usual ' we acknowledge receipt of your claim and are working through them' etc... 

But the last line said.. Your refund is being processed and will be back on your card shortly!!! 

Should I believe them??? 

Andy 

 

I hope you can believe them, it's about time you received your refund.

1 hour ago, grapau27 said:

We got our £70 pre-paid flight seats which we booked on the P&O cruise personeliser back to our cc on March 18th 5 days after cancelling our March 20th cruise.

Again I think it's totally random, but I bet you got in before they changed the rules and people had to submit yet another form for these. This wasn't told to either P&O reps nor customers, I found out purely by chance from social media.

3 hours ago, Selbourne said:

Whilst it’s great to see that so many people are (finally) getting their refunds for their cruises, I think I have only read of a few people getting refunds for their pre cruise bookings (select dining etc). Is there a steady flow of these yet or has it yet to start in earnest? They are obviously not refunded at the same time as the cruise to which they relate so are likely to all exceed the 60 days unless I am mistaken? 

Still awaiting refund for shore excursions and pre paid flight seats. I think most are. P&O just use the excuse that these elements are managed in other systems, so no doubt they’re lower down the pecking order. 

5 hours ago, jeanlyon said:

Refund is in the bank!!  Graham, maybe thanks to Sarah Wing.  Only gave BACS details last Friday, so they must have done it via the fast route.

Great news

2 hours ago, grapau27 said:

Delighted to say our refund has gone into our bank.

It didn't include our deposit so I will check in the morning to see if it was an oversight by P&O or whether I need to get it back from our TA.

 

 

Finally, fantastic news. 

29 minutes ago, No pager thank you said:

Hi Pete,

That's only if you put money in to your current account (i.e. loan it from them).  Moving an actual credit from your credit card to your current account should be free of charge.  This is because credit (unlike pre pay) cards are not supposed to be run with a positive balance.

17 minutes ago, NoFlyGuy said:

We had to cancel back to back cruises Dec 18/Jan 19 on medical grounds. The refunds took our credit card into a positive balance.

There was no problem, just phoned card services and asked for the whole credit from P&O to be returned to our bank account.

No problem and certainly no fee.

Did the same when the 50% came back from our travel insurance - same result.

Thanks everyone, that's the situation I'm in and even though I used the card for payment to P&O at the time (for more protection), I immediately paid the amount off the card from my bank account, so now have a large credit balance.

1 hour ago, Selbourne said:

Unbelievable. I am so sorry to hear that and suspect that you won’t be alone. I might be wrong, but it does seem as though those who are now experiencing the very longest delays used TA’s and the added complication factor / double handling / risk for error is sadly becoming apparent. I haven’t been at all surprised to read a number of posters saying that they will book direct in future, as the savings don’t appear to be big enough to warrant the hassle.  
 

On another matter, thank you to those (can’t remember who) who provided helpful advice about transferring the refund off credit cards, once received. My refunds landed on my credit card Saturday morning (45 days after cancellation - booked direct with P&O), I called my credit card company soon after and requested the transfer of the credit balance to my bank account and much to my surprise (as it’s a different bank altogether) the funds have just landed in my current account. I’m still waiting on £150 for the Select Dining reservations but it seems that very few, if any, people have had the on board extras refunded yet. Just relieved to have got the £4.5k back in my bank account. With the speed that refunds are now arriving at I am sure that many more people will be posting news in a matter of days. 

Was there no charge for the transfer? All money transfer options I see with my card incurs a % fee

16 minutes ago, jeanlyon said:

 

Andy try Helen Lamb.  helen.lamb@carnivalukgroup.com  Tell her how many days it is.  Cruise ref, DOB, address etc.

She's been out of office for the past few days according to the auto email response, and is back on Tuesday, 19th.

With regard to the original topic I am glad to see more refunds are arriving, I just wish those of you still waiting from the early days of submitting a claim had been refunded as there does not seem to be any reasoning to the way P&O are processing them.

This alone deters me from booking with them again as their total organisation appears in chaos and makes me question their ability to run a business in a professional manner.

50 minutes ago, Selbourne said:

Another thing that has crossed my mind is that in recent years all businesses of any decent size have to have contingency plans / major emergency plans / disaster recovery plans for situations where normal business operations are severely disrupted. This had completely slipped my mind as, when I was working and we used to do them, we had in mind situations such as a major fire rather than a pandemic. That being said, our plans assumed that our Head Office was out of action and how we would continue to operate with staff working remotely etc. Even if Paul Ludlow is to be believed (and personally I don’t believe him, as I have been convinced all along that the delays have been deliberate to aid cash flow and the kick start this week has been triggered by adverse PR) then the fact that it has taken them months to begin to deal with the situation at pace demonstrates that their disaster recovery plans were not fit for purpose. Whilst this situation is unprecedented, a lot of companies and organisations have really impressed me with their ability to operate during this pandemic and how efficient they have been, even with staff working from home. Sadly P&O does not appear in that list!

I made this comment on another thread yesterday where someone was defending P&O due to the difficulties of relocating staff to work from home.

As a travel consultant in an office of around the same number of staff they used in their example (circa 100) I gave my experience of a company who dealt with the issues highlighted in support of P&O. 
 

Due to the virus and self isolation (primarily due to parents who children had been sent home) initially we experienced a reduction in staff of around 5%, not anywhere near 50% as the poster mentioned as an example of the reduction in workforce.
 

Secondly our IT team arranged for all staff to be capable of home working in around 5 days. 
 

In the week of 16th - 20th March (before lockdown announced) 100% of office based staff were in a position to work from home and were doing so.

Therefore, my position is that if a travel company like the one I work for can do it, why couldn’t P&O? Basic incompetence comes to mind and P&O is a company that obviously does not have a credible disaster recovery plan that every company should have which includes for more normal times contingency for the closure of an office building. Perhaps we were in a better position because of the fact that due to incidents in Manchester City centre over the years, and most recently 2017, regular plans are reviewed in order to ensure that if necessary, we can all work from an alternative venue, be that home or another building, each case requiring remote access.

1 hour ago, taylor1998 said:

Paid on 2 different cards however I have only received the deposit back on one card still waiting for the rest to go on the other card if not there tomorrow will phone them.

This was after phoning them last week and they agreed that it was over 60 days so escalated it 

 

I used 2 cards, the deposit on 1 and the balance on another (not sure why I used 2). The balance was back on 1 card slightly before the other so that's no doubt down to the processing cycle of the credit card company. I'm confident you will get the rest on your other card.

10 hours ago, grapau27 said:

We have been to Orlando 30 times since 1992 so 1 week is fine.

First time in 1992 we did 3 weeks and were absolutely shattered doing all the parks but now we only go for the shopping and sun.

 

I first went to Florida in 1980, so have lost count of the number of times I’ve crossed the pond. Taking into consideration when cruising from Florida we invariably spend time pre and post cruise there, so that’s at least 20 visits between 1980 and 2004 when we started this addiction 😄 plus separate land based visits. 

We have spent as little as 7 days there visiting friends.

As an aside my first visit was for 3 weeks in 1980 and the cost was £463.00 (I still have the receipt from Arrowsmith) and that included return flights with Laker, and 3 weeks accommodation in the Holiday Inn Hollywood Beach, I believe it’s now a DoubleTree by Hilton. 

7 hours ago, the english lady said:

Am I put off pando, no, having read other boards, exactly the ame with other cruise lines. They are nearly all making people wait for refunds (I cant actually think of one who isn't)

Am I put off P&O, yes I am because compared to other lines their customer service is appalling. I submitted a claim for a refund on 17th March and received a refund on 6th May (51 days) bearing in mind that at the time of claim P&O were quoting a timeframe of within 45 days. Subsequently this went to within 60 days, oh and then this changed to “working days”. 
 

Another cruise line refunded me in 22 days, claim submitted 2nd April, refund received 24th. At the time their timescale was within 30 days, only recently has it been extended to 45 days unlike P&O where the minimum is now 60 days and staff are now reportedly quoting 90 days where customers have been waiting longer than 60 days already. I’m still awaiting refund for shore excursions and other pre paid items so I am now at 61 days and counting. Indefensible. 

6 hours ago, the english lady said:

Ref the timescale. Lets say at the start of the crisis you had 100 staff in the call center in Southampton. Due to the virus itself and self iso;ation you were suddenly down to half that, then you had to arrange home working, then you had an overwhelming number of phone calls/messages/etc for refunds transfers etc. Would any company be able to cope with half the staff off.

As a travel consultant in an office of around the same number of staff you use in your example I’m going to give you my experience of a company who dealt with the issues you highlight in your support of P&O. 
 

Due to the virus and self isolation (primarily due to parents who children had been sent home) initially we experienced a reduction in staff of around 5%, not anywhere near 50%. 
 

Secondly our IT team arranged for all staff to be capable of home working in around 5 days. 
 

In the week of 16th - 20th March (before lockdown announced) 100% of office based staff were in a position to work from home and were doing so.

Therefore, my position is that if a travel company like the one I work for can do it, why couldn’t P&O? Basic incompetence comes to mind and P&O is a company that obviously does not have a credible disaster recovery plan that every company should have. 
 

16 minutes ago, bourdon said:

There we go. An example of rudeness which seems to be a hallmark of this forum. 
 

P&O might be owned by an American company but it certainly it’s an American line. 

Please explain the rudeness in this reply? I don’t see it, I see facts. 

1 hour ago, kalos said:

To add to your options Pete maybe NCL  or even SAGA maybe ? 

The latter being a bit more expensive and age dependant but their new ship looks great.

 

Will they remain true to their words and not darken Carnival's door step ever again?  

I think people will be coming to you and others in the travel industry asking " Can you get it cheaper ?" 

in the future just to get away on holiday.

Some of us, like you , will be swayed by past experiences and possible medical limitations but for the rest

I think they will be ruled by their pockets dependant on what offers are for the taking .

I was only referring to the Carnival group of brands as that was the initial question. With regard to NCL (5 sailings), RCI (23 cruises) and Celebrity (4 cruises), these are already 3 of our favourite brands and we have 4 future cruises booked between them. Reflecting on issues we have encountered over the years, which I have mentioned earlier in this thread, RCI and Celebrity are the best at customer service in our experience, Carnival next, then NCL and finally MSC. 

I am still lurking as I am still awaiting more refunds for the shore excursions etc but as I wasn't aware that an additional submission had to be made (as a result of social media).

I'm pleased that there is a trickle of refunds, but agree it would appear that unless you have badgered P&O by either phone, email or letter, not much happens.

The lack of communication is one of the biggest issues for me.

Our friends who were supposed to be sailing with us on their very first cruise are perplexed by the amount of incorrect information and complete lack of communication from P&O.

They were considering the 125% FCC but were unaware that to get shore excursions back that another claim had to be submitted and when checking with P&O were first told to cancel in the personaliser (seeing the cruise was 27th March, that's no longer possible, then told to submit via the cruise cancellation link for a cash refund, finally being given the correct website to submit for pre paid items.

13 minutes ago, Son of Anarchy said:

 

Will they remain true to their words and not darken Carnival's door step ever again?  

In terms of the brands in the Carnival Group, then will we darken their door again?

Carnival - yes - newer ships

Princess - maybe - depends on itinerary

Costa - possibly - for a cheap and cheerful short break

Holland America - doubtful due to passenger demographics

Aida - no, as aimed at the German market

Seabourn - maybe if I win the lottery

P&O Australia - no as we don't live in Oz

Cunard - no, too formal for us

P&O UK - mmm, their customer service doesn't impress me

29 minutes ago, grapau27 said:

I don't like the slides but Central Park on Allure here was lovely.

Favourite location on any of the Oasis class ships. The other main reason we like this class is that the superb design means it never feels crowded with some many areas (neighbourhoods) to enjoy.

I do recognise the carpets on Explorer although never sailed on her, just like all the other Voyager class.

Anyway, we better be careful because this is a P&O thread and there will be very little interest in RCI with umpteen reasons why people don't like RCI. 

1 hour ago, jeanlyon said:

I don't want a picture either!  Can take my own.  I guess the free drink and meal are OK, but you are probably paying for that anyway in the price?

Bit difficult to take your own formal portrait with special backdrops which is what we use the free photos for.

8 hours ago, wowzz said:

I'd rather stay at home !

8 hours ago, wowzz said:

Interesting - No way that I would cruise with CMV, Marella,  Fred or RCL. I might consider MSC, but only if I could afford the Yacht Club.

So, I really am only left with Celebrity, Saga and P&O/Princess. Obviously there are the more boutique lines such as Viking, but  in reality, those threatening never to cruise with P&O again have limited choice.

I'm giving Saga a go, if the cruise goes ahead next year. If it goes well, we will cruise for 50% less time, but with 100% more enjoyment in the future.

Firstly I must say just because I have received a refund I do not wish to appear self-satisfied (I am still awaiting refunds for other items from P&O) which primarily is the subject of this thread.

However, with regard to alternatives and your choice never to sail with Royal Caribbean (that is your choice obviously), I want to present another viewpoint as to why we've returned to Royal Caribbean for many cruises. It is their customer service, not just the amenities offered by the ships in their fleet. Have Royal Caribbean been perfect for all of our 23 sailings with them? No, but their customer service has proven to me that they care about their customers and all issues have been resolved promptly and in some cases with compensation (never requested). Contrary to what you may read by the 'loyal to Royal' brigade, they do value customer loyalty.

Admittedly these are difficult times, but even RCI managed to refund me within 26 days in April which is long after we started the process with P&O. I know that they have now extended their timescales for refunds to 45 days but it's still not 60 as being quoted by P&O with the constant excuses and changes to the goal posts (within 45 days, oh no that's working days etc). It is also possible to contact them easily by phone as I did (within 5 minutes on hold) and within 10 minutes they had changed a booking for no fee to 2021. With regard to my refund, RCI were able to tell me over the phone at exactly what stage the refund process was at, what card the monies would be returned to and by when. Could P&O able to do that? No, neither by phone or email.

I also disagree that the is little choice for those not willing to sail with P&O again. Admittedly if people only wish to sail from the UK then options are more limited, but this does not preclude lines such as MSC, Celebrity, Norwegian, RCI, Princess, Cunard and then the more boutique lines such as Oceania, Regent and Silversea.

You mention you would only sail MSC in the Yacht Club, then perhaps you could consider The Haven on Norwegian which again is the exclusive 'Ship within a Ship' concept similar to MSC Yacht Club. Celebrity (I assume you know this is part of the RCI group) has "The Retreat" the exclusive all inclusive suite experience and RCI do have the "Royal Suite" offering where there are Genies (butlers) with exclusive dining venues in addition to the other amenities included.

 As a lot of people say that P&O are more affordable, I did a comparison because I believe our NCL sailing in October will have to be cancelled, and RCI came out only £100 per person more expensive than P&O for a longer sailing (10 days as opposed to P&O Ventura 7 night) and only £50 pp more expensive than a shorter sailing on Iona. Having experienced Azura I know I'd rather sail RCI Anthem of the Seas than Ventura.

Overall, it comes down to personal choice which can be influenced by customer service, and therefore, we will not consider P&O in the future following this debacle, but with having 2 RCI, 1 Celebrity and 1 NCL in the pipeline you can see where our loyalty lies.

56 minutes ago, Josy1953 said:

My guess it is not TUI, my sister got to the boarding gate at Manchester middle March ( I have forgotten the exact date) and they were told that the flight was no longer going they are still trying to get their money back.

TUI have paid out some refunds as my friends who were due to go on holiday around 20th March got a refund about 3 weeks ago.

1 hour ago, mickrory said:

Andy

 

You live in Southampton, what's to stop you driving down to P&O House on day 61 armed with the requisite paperwork and demanding your refund?

Because probably a futile exercise because like most of us in the travel business, unless you haven’t been furloughed, the staff are working from home and the actual office buildings are locked up and closed as ours are.