CRUISE REFUND RECEIVED

[grapau27]

13 minutes ago, Eglesbrech said:

I have not phoned them. I put in my claim form and now the 45 days are up, the 45 days they awarded them self in spite of a very clear law that states it should be done in 14 days.

 

They would perhaps not receive so many phone calls if they did what they had said they would do. They have not so yes they can now expect some contact from me as they are withholding several thousand pounds of my money, illegally.

I tried several times this morning and got cut off.

As Peteukmcr said he got through and Cunard staff were helping and told him 60 days as the financial staff only work 5 days which would make 45 into 60 unless the 60 is actually working days which would take the actual wait to 82 days.

Edited April 28, 2020 by grapau27

[peteukmcr]

1 hour ago, AndyMichelle said:

Good luck Pete, we are still trying to get through but I suspect its pointless from what you say. 

We just want confirmation of how it will be paid as the card we paid on has changed and, of course, how long... 

Andy 

Hope you have better luck than me

 

[majortom10]

It is plainly obvious to me that both P&O and Cunard are dragging their feet and using every excuse in the book they can to hold on to our refunds for as long as possible and for one reason only to increase their cash flow to what is an interest free loan for them.

[Eglesbrech]

5 minutes ago, grapau27 said:

I tried several times this morning and got cut off.

As Peteukmcr said he got through and Cunard staff were helping and told him 60 days as the financial staff only work 5 days which would make 45 into 60 unless the 60 is actually working days which would take the actual wait to 82 days.

So they are effectively just making it up as they go along.

[wowzz]

53 minutes ago, Selbourne said:

Very good point about TA versus booking direct. There are often comments on this forum along the lines of “why would anyone in their right mind book direct with P&O?”. Well, I do, partly because I have a fantastic relationship with my Personal Cruise Specialist (no longer officially called that, but still deals with me and knows me well) who always gets me my first choice cabin, but also because (for reasons that forum rules don’t let me explain) I get additional OBC which roughly equates to the 5% discount that most TA’s seem to provide as their discount. I get the added benefit of not having to pay balances until 90 days before (TA’s require it earlier) and by cutting out the middle man, when things go wrong (as things have done quite spectacularly now) it is a relief not to have the added complications that some on here are currently battling with. 

Having said that, one of the issues with booking direct with P&O is making contact with them when things go wrong. Look how long people are waiting on hold to get through to a customer advisor.

I have been in contact with my cruise TA twice in the last couple of weeks - both times I got through in less than 5 minutes. Think I'll carry on booking with them, rather than suffer the pain of booking direct with P&O. 

Edited April 28, 2020 by wowzz

[majortom10]

Just now, wowzz said:

Having said that, one of the issues with booking direct with P&O is making contact with them when things go wrong. Look how long people are waiting on hold to get through to a customer advisor.

I have been in contact with my cruise TA twice in the couple of weeks - both times I got through in less than 5 minutes. Think I'll carry on booking with them, rather than suffer the pain of booking direct with P&O. 

One of the benefits of booking with a well recognised cruise TA because of the poor communications with P&O and even when you get through you often get conflicting or even wrong information. Plus there is the bonus when booking through a TA is it is always cheaper than booking direct with P&O.

[Selbourne]

22 minutes ago, wowzz said:

Having said that, one of the issues with booking direct with P&O is making contact with them when things go wrong. Look how long people are waiting on hold to get through to a customer advisor.

I have been in contact with my cruise TA twice in the last couple of weeks - both times I got through in less than 5 minutes. Think I'll carry on booking with them, rather than suffer the pain of booking direct with P&O. 

Not a problem I experience, thankfully. Ordinarily, I get through within a few minutes and if my contact is on another call they call me back directly after they finish. I have only called P&O once during this current crisis and because I had read on here that it was problematic getting through, I called within a few minutes of them opening and got through almost immediately. I appreciate that is not the norm, as evidenced by many posts to the contrary. Conversely, friends of ours had a booking with what I believe is the TA that places the most P&O bookings in the UK and have not been able to get responses from them for weeks on end and is now infuriated with them, especially as they are still being bombarded by marketing emails from them!

[Selbourne]

26 minutes ago, majortom10 said:

One of the benefits of booking with a well recognised cruise TA because of the poor communications with P&O and even when you get through you often get conflicting or even wrong information. Plus there is the bonus when booking through a TA is it is always cheaper than booking direct with P&O.

Sorry, but I don’t agree that it is always cheaper to use a TA than booking direct with P&O. As stated in my post, I book direct and get additional OBC which equates to a discount of around 5%. I appreciate that not everyone can get that discount, but some can and therefore it is not always cheaper using a TA. Unless I have missed something, 5% seems to be the usual level of discount offered by TA’s. I don’t object to using a third party in principal, but would only entertain it if I made a worthwhile saving over booking direct.

[AnnieC]

49 minutes ago, grapau27 said:

I tried several times this morning and got cut off.

As Peteukmcr said he got through and Cunard staff were helping and told him 60 days as the financial staff only work 5 days which would make 45 into 60 unless the 60 is actually working days which would take the actual wait to 82 days.

It won't be long before they're taking Christmas into account.😀

[wowzz]

1 minute ago, Selbourne said:

Sorry, but I don’t agree that it is always cheaper to use a TA than booking direct with P&O. As stated in my post, I book direct and get additional OBC which equates to a discount of around 5%. I appreciate that not everyone can get that discount, but some can and therefore it is not always cheaper using a TA. Unless I have missed something, 5% seems to be the usual level of discount offered by TA’s. I don’t object to using a third party in principal, but would only entertain it if I made a worthwhile saving over booking direct.

One of the reasons I like to use TA, rather than booking direct, is that I find that the advice given by the TA regarding cabin choice,  choice of ship etc, is unbiased, whereas booking direct I would be concerned about the impartiality of the advice given.

I think we all have our own preferences,  there is no "best" option. Having said that,  reading on here and on other social media pages about the delays on making contact with P&O,  I certainly have not been convinced that booking direct is the better option.

[devonuk]

My question would therefore be... Are those booking with TA’s getting their refunds back any quicker?

[wowzz]

2 minutes ago, devonuk said:

My question would therefore be... Are those booking with TA’s getting their refunds back any quicker?

No.

[bobstheboy]

1 minute ago, devonuk said:

My question would therefore be... Are those booking with TA’s getting their refunds back any quicker?

I doubt it. My TA has said it is now in the hands of P&O and my refund will come from them. 46 days and counting.

[AndyMichelle]

Just now, devonuk said:

My question would therefore be... Are those booking with TA’s getting their refunds back any quicker?

No seems the simple answer. 

We have 2 bookings awaiting refunds, one booked direct and one with a very specialised cruise ta.. 

The ta have totally washed their hands of us, telling us to contact P&O direct, where P&O tell us we have to contact the ta.. 

Both refunds will be coming direct from P&O. 

Andy 

[pete14]

1 minute ago, wowzz said:

One of the reasons I like to use TA, rather than booking direct, is that I find that the advice given by the TA regarding cabin choice,  choice of ship etc, is unbiased, whereas booking direct I would be concerned about the impartiality of the advice given.

I think we all have our own preferences,  there is no "best" option. Having said that,  reading on here and on other social media pages about the delays on making contact with P&O,  I certainly have not been convinced that booking direct is the better option.

It seems a little odd to me that P&O seem to be handling the whole refund situation themselves. If they only had dealt with the agent who submits bookings, presumably they would be able to issue one very large cheque / transfer to cover multiple bookings and leave the agent to issue the refunds on their behalf. The reverse of the booking process. 

[AndyMichelle]

1 minute ago, pete14 said:

It seems a little odd to me that P&O seem to be handling the whole refund situation themselves. If they only had dealt with the agent who submits bookings, presumably they would be able to issue one very large cheque / transfer to cover multiple bookings and leave the agent to issue the refunds on their behalf. The reverse of the booking process. 

One very large cheque might be the issue... 

Andy 

[molecrochip]

1 hour ago, pete14 said:

Whilst I fully sympathise with those who are waiting for money to be refunded, (as am I but only a relatively small amount for pre booked shore excursions and restaurant bookings), could it not be the case that refunds would be made more quickly if the reduced number of staff, who are working from home, were allowed to get on with the job of issuing refunds rather than constantly answering the phone.
 

Of course if issuing refunds is something specialised that can only be carried out in the office and not from a laptop at home, there are fewer staff available and permitted to use the office whilst observing social distancing, so it will take longer. 

Correct - this has now changed with dedicated agents issuing refunds instead of answering phones as the previous plan was overwhelmed with calls.

 

Everyone who can work from home should be at home not at Carnival house. Very very few people there. Those answering phones from home not supposed to admit so.

Coronavirus related staff sickness is falling now meaning more staff available.

[molecrochip]

7 minutes ago, AndyMichelle said:

One very large cheque might be the issue... 

Andy 

P&O are issuing refunds direct because so many agents are closed due to coronavirus. It’s not a general policy.

Travel agents cannot pass on card details hence a cheque.

[Eglesbrech]

6 minutes ago, molecrochip said:

Correct - this has now changed with dedicated agents issuing refunds instead of answering phones as the previous plan was overwhelmed with calls.

 

Everyone who can work from home should be at home not at Carnival house. Very very few people there. Those answering phones from home not supposed to admit so.

Coronavirus related staff sickness is falling now meaning more staff available.

Re previous post, did you manage to ask why they are not prepared to tell customers what date they are up to?

[pete14]

8 minutes ago, molecrochip said:

P&O are issuing refunds direct because so many agents are closed due to coronavirus. It’s not a general policy.

Travel agents cannot pass on card details hence a cheque.

Thanks for some clarity molecroship. 

[terrierjohn]

32 minutes ago, Selbourne said:

Sorry, but I don’t agree that it is always cheaper to use a TA than booking direct with P&O. As stated in my post, I book direct and get additional OBC which equates to a discount of around 5%. I appreciate that not everyone can get that discount, but some can and therefore it is not always cheaper using a TA. Unless I have missed something, 5% seems to be the usual level of discount offered by TA’s. I don’t object to using a third party in principal, but would only entertain it if I made a worthwhile saving over booking direct.

Extra OBC would probably be of little use to us, although we only take the minuscule OBC rather than free parking, we also have shareholder OBC. So  now that gratuities are no longer charged, and we don't book tours, this normally covers most of our onboard drinking which is the majority of our on board spend. As a consequence the TA discount goes straight off our cruise fate.

[mercury7289]

8 minutes ago, molecrochip said:

P&O are issuing refunds direct because so many agents are closed due to coronavirus. It’s not a general policy.

Travel agents cannot pass on card details hence a cheque.

molecrochip,

 

Two many excuses, 45 days no excuse Sorry

[AndyMichelle]

8 minutes ago, mercury7289 said:

molecrochip,

 

Two many excuses, 45 days no excuse Sorry

As Pete was told earlier, 45 days is now 60 as it is apparently working days... 

So people quoted 60 days is possibly 82...

Sounds like stalling for time to me, for whatever reason.. 

Andy 

[devonuk]

Has anyone tried the ‘embarrass’ them on Twitter route? Sorry if covered elsewhere!

[Jules.]

Thank you for very kindly replying to my Princess question. I’m sorry but I forgot to say that when I asked them the TA said they had sent the balance to Princess. 
My question on this forum was  only asked because personally I don’t believe the TA had sent over the money! 

Edited April 28, 2020 by Jules.