I have my first ever cruise coming in July on Britannia - but I took P&O Cruises on and won!
Booked in March 2016, ticked the upgrade box as it said it was an offer. Cabin was on D Deck aft which I had picked out based on gut instinct only. All going well so far.
A few weeks ago I was notified that I'd be given an upgrade! Woohoo! However, when I investigated further I couldn't see what was better. I was now on Deck F, but midships. Pullman beds as well - as a single traveller they were really helpful. Rang P&O to confirm the upgrade and make sure I was right - it wasn't an upgrade really, but a relocation. I told them there and then I didn't want it and to return me to the original cabin. Can't do that they said. Someone already in there (what, 7 hours after the upgrade notice came out?). As we tried to reconcile the issue they offered me a cabin on Deck E at the back. Asked for compensation to be told there was nothing doing. Told them Id be formally complaining.
Which I did and not overly surprisingly a reply saying the same things came back. Its an automatic upgrade, its irreversible, its in the terms and conditions and booking, you should have known, can't move the people now (presumably because they already know its in a worst place) in our view its better because of the midships location, price of the new cabin is greater etc etc.
Some might have given up. I didn't.
I replied noting that the word upgrade isn't mentioned in the booking terms and conditions. The word 'offer' means to accept or reject. Details on Automatic Upgrades aren't on the website unless you look really, really hard. You can't opt out on the Cruise Personaliser which would have been the easiest place. I booked with them direct so don't tell me that I should have been warned by the travel agent, and finally, the kicker. In a years time the same ship goes out to the same place on the same weekend with the same itinerary. All of the cabins they offered were cheaper than that which I had originally purchased. I also had pictures from the internet showing that my balcony view was now impeded by the lifeboats (grateful that they are there of course) but again, it wasn't making it into an upgrade.
On Friday I had a curt email back from them saying that they had returned me back to the cabin I originally booked. I'm sorry to the people who had been in that cabin for a fortnight, of course, but legally, P&O didn't have a leg to stand on IMHO. You can't offer an upgrade to someone that is cheaper than the product they already have!
So, if this has happened to you, go through it with a fine tooth comb. Two good letters, backed up with facts, saw me winning the argument.
Now, next area of complain is the ridiculously idea that of the £45 on-board spending money I was 'given' at the time of booking, £42 has already been given to the staff on tips! Can you get a beer for £3 on Britannia?
Have many people recieved an upgrade on a select fare?
in P&O Cruises ( UK )
Posted
I have my first ever cruise coming in July on Britannia - but I took P&O Cruises on and won!
Booked in March 2016, ticked the upgrade box as it said it was an offer. Cabin was on D Deck aft which I had picked out based on gut instinct only. All going well so far.
A few weeks ago I was notified that I'd be given an upgrade! Woohoo! However, when I investigated further I couldn't see what was better. I was now on Deck F, but midships. Pullman beds as well - as a single traveller they were really helpful. Rang P&O to confirm the upgrade and make sure I was right - it wasn't an upgrade really, but a relocation. I told them there and then I didn't want it and to return me to the original cabin. Can't do that they said. Someone already in there (what, 7 hours after the upgrade notice came out?). As we tried to reconcile the issue they offered me a cabin on Deck E at the back. Asked for compensation to be told there was nothing doing. Told them Id be formally complaining.
Which I did and not overly surprisingly a reply saying the same things came back. Its an automatic upgrade, its irreversible, its in the terms and conditions and booking, you should have known, can't move the people now (presumably because they already know its in a worst place) in our view its better because of the midships location, price of the new cabin is greater etc etc.
Some might have given up. I didn't.
I replied noting that the word upgrade isn't mentioned in the booking terms and conditions. The word 'offer' means to accept or reject. Details on Automatic Upgrades aren't on the website unless you look really, really hard. You can't opt out on the Cruise Personaliser which would have been the easiest place. I booked with them direct so don't tell me that I should have been warned by the travel agent, and finally, the kicker. In a years time the same ship goes out to the same place on the same weekend with the same itinerary. All of the cabins they offered were cheaper than that which I had originally purchased. I also had pictures from the internet showing that my balcony view was now impeded by the lifeboats (grateful that they are there of course) but again, it wasn't making it into an upgrade.
On Friday I had a curt email back from them saying that they had returned me back to the cabin I originally booked. I'm sorry to the people who had been in that cabin for a fortnight, of course, but legally, P&O didn't have a leg to stand on IMHO. You can't offer an upgrade to someone that is cheaper than the product they already have!
So, if this has happened to you, go through it with a fine tooth comb. Two good letters, backed up with facts, saw me winning the argument.
Now, next area of complain is the ridiculously idea that of the £45 on-board spending money I was 'given' at the time of booking, £42 has already been given to the staff on tips! Can you get a beer for £3 on Britannia?