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P and O Australia - Australia Day Cruise Disappointment


datone
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Apparently the reason I was charged $80 was that this was money spent on bingo/casino which does not come off OBC. On querying how I was supposed to know this, I was told it is on their website in the terms and conditions. Who reads through all this? I said that surely there was a better way of bringing this to people's attention and on other cruise lines including Princess who is owned by the same company, that every time I have had OBC, I have been able to use it for bingo/casino. I also asked them why was I given a final statement the last morning that showed $200 OBC, total spend including bingo/casino $199.93 with a balance of 7c credit clearly shown. Nowhere was it stated that my bill came to $80 and that this would be debited from my credit card, and nowhere did it show that I still had this $80 available in OBC. If I had know, I would have gotten a couple of photos or something to use it up. Showed the statement to a few people at my office and without exception they all read it as owing nothing the way it was presented. Needless to say after talking to a supervisor they are adamant I have to pay it - well actually they already have it. But maybe not for long hopefully - I have now lodged a payment dispute with my credit card company so we shall see what happens.

 

Hi Datone,

 

Just wondering, did you spend money on bingo tickets or in the casino poker machines or tables? This happened to me on a past cruise with P&O. My bingo ticket purchases came off my OBC but on the last night when I went to check my account I was told that the bingo purchases were reversed. I paid my account in cash and then had to spend the $90 OBC in the shops. Luckily for me I found this out in time on the last night.

I can see how OBC can be cashed in on poker machines but bingo tickets are like purchases and cannot be cashed in.

I suggested that P&O should not allow bingo/casino spends to come off OBC in the first place. I was also told that it's in the fine print.

Apparently this happens quite a lot and passengers miss out on using all their OBC.

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Hi Datone,

 

Just wondering, did you spend money on bingo tickets or in the casino poker machines or tables? This happened to me on a past cruise with P&O. My bingo ticket purchases came off my OBC but on the last night when I went to check my account I was told that the bingo purchases were reversed. I paid my account in cash and then had to spend the $90 OBC in the shops. Luckily for me I found this out in time on the last night.

I can see how OBC can be cashed in on poker machines but bingo tickets are like purchases and cannot be cashed in.

I suggested that P&O should not allow bingo/casino spends to come off OBC in the first place. I was also told that it's in the fine print.

Apparently this happens quite a lot and passengers miss out on using all their OBC.

 

I went to Bingo twice which was $60 and put $20 through the pokie machines. I understand what you are saying but I am going by my final statement given to me that last morning before getting off which showed a balance of 7c in credit. It is unfair to give a passenger a statement showing one thing and then find out later they have had $80 taken from their credit card. In fact, I believe it is misleading and deceptive. That is why I have lodged a dispute with my credit card company. If that doesn't work, I will look at other options such as QCAT etc. More than happy to fight this - P and O might be a big company and get away with things like this regularly but I am not going to let it rest.

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I went to Bingo twice which was $60 and put $20 through the pokie machines. I understand what you are saying but I am going by my final statement given to me that last morning before getting off which showed a balance of 7c in credit. It is unfair to give a passenger a statement showing one thing and then find out later they have had $80 taken from their credit card. In fact, I believe it is misleading and deceptive. That is why I have lodged a dispute with my credit card company. If that doesn't work, I will look at other options such as QCAT etc. More than happy to fight this - P and O might be a big company and get away with things like this regularly but I am not going to let it rest.

 

So you acknowledge that you 'spent' the $80 (thinking it was 'free money') & your beef is that the charges didn't appear on the final statement, before being charged to the cc you authorised them to settle your charges with. Not sure what your cause of action would be in this case.

I accept it would be annoying that you thought your were spending their money when in fact you spent yours, and worse still, if I am interpreting correctly, you left them money that they gave you to spend & you didn't.

 

Good luck with it.

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So you acknowledge that you 'spent' the $80 (thinking it was 'free money') & your beef is that the charges didn't appear on the final statement, before being charged to the cc you authorised them to settle your charges with. Not sure what your cause of action would be in this case.

I accept it would be annoying that you thought your were spending their money when in fact you spent yours, and worse still, if I am interpreting correctly, you left them money that they gave you to spend & you didn't.

 

Good luck with it.

 

My "beef" is with the way the final statement was presented. When you have one column showing the credits (in this case $200.00) and alongside it the debits column (showing $199.93) and the balance at the bottom showing 7c in credit then most people would assume that this is what it is. To be correct the balance should have shown $80 as owing and to be debited from the credit card on file.

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I decided to send yet another email last weekend and the Guest service manager apologised for the length of delay and advised that they would be contacting all passengers affected this week.

Edited by js4rq
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I decided to send yet another email last weekend and the Guest service manager apologised for the length of delay and advised that they would be contacting all passengers affected this week.

Sounds like some action at least.

I don't want to get your hopes up but it may be a blanket statement with a gesture of future cruise credit or obc.

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I am pleased to say P&O has offered a token gesture of goodwill, which we have gladly accepted.

 

Best of luck Datone with your credit card disputes.

 

Good to hear that.

 

At this stage I have been offered $80 OBC on a future P and O cruise within the next 12 months. I have declined this because it is very unlikely I will cruise P and O again. What I have done is to ask them to apply it to a Princess cruise as they are owned by the same company. Probably a bit cheeky but will see what they come back with.

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Good to hear that.

 

At this stage I have been offered $80 OBC on a future P and O cruise within the next 12 months. I have declined this because it is very unlikely I will cruise P and O again. What I have done is to ask them to apply it to a Princess cruise as they are owned by the same company. Probably a bit cheeky but will see what they come back with.

Good luck.:D

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Good to hear that.

 

At this stage I have been offered $80 OBC on a future P and O cruise within the next 12 months. I have declined this because it is very unlikely I will cruise P and O again. What I have done is to ask them to apply it to a Princess cruise as they are owned by the same company. Probably a bit cheeky but will see what they come back with.

 

Keep us updated :D

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  • 3 weeks later...
Good to hear that.

 

At this stage I have been offered $80 OBC on a future P and O cruise within the next 12 months. I have declined this because it is very unlikely I will cruise P and O again. What I have done is to ask them to apply it to a Princess cruise as they are owned by the same company. Probably a bit cheeky but will see what they come back with.

 

Just curious as to how you got on with P&O? ;)

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