Contacting P&O

[capn ahab]

I always book direct with P&O but over the last three weeks every time I phone them I get a recorded message telling me what button to press and then I am told they are busy and ask me to call back later then I am cut off, this has been going on for three weeks, anyone else have this problem ??

[Rebjon]

Yes, not answering their phones and taking a couple of weeks reply to online messages and then only waffling, not answering the question. Very, very poor customer service.

[Les_ldh]

44 minutes ago, capn ahab said:

I always book direct with P&O but over the last three weeks every time I phone them I get a recorded message telling me what button to press and then I am told they are busy and ask me to call back later then I am cut off, this has been going on for three weeks, anyone else have this problem ??

Everyone is having this problem. I highly recommend using a specialist cruise travel agent and letting them do the hard work.

Les.

[tring]

2 hours ago, capn ahab said:

I always book direct with P&O but over the last three weeks every time I phone them I get a recorded message telling me what button to press and then I am told they are busy and ask me to call back later then I am cut off, this has been going on for three weeks, anyone else have this problem ??

 

Have you tried ringing as soon as the lines open?  We often do that when it is difficult to raise people on the phone and it normally works.  We got through to Princess immediately last Monday morning by doing that.

Edited September 11, 2021 by tring

[wowzz]

2 hours ago, tring said:

 

Have you tried ringing as soon as the lines open?  We often do that when it is difficult to raise people on the phone and it normally works.  We got through to Princess immediately last Monday morning by doing that.

The point is that a customer orientated company should not need to be contacted first thing in the morning!

Why should the onus be on the customer to get through - the onus is on the company to be contactable.

I'm just very glad that I use a good TA, that I can contact at any time.

Edited September 11, 2021 by wowzz

[tring]

18 minutes ago, wowzz said:

The point is that a customer orientated company should not need to be contacted first thing in the morning!

Why should the onus be on the customer to get through - the onus is on the company to be contactable.

I'm just very glad that I use a good TA, that I can contact at any time.

 

Maybe, but the OP was asking if anyone else had problems and it often is a good way to contact anyone.  In fact we rang again about midday the following day and got through to Princess within five minutes anyway.

 

There are disadvantages as well with agents, sometimes it is a lot easier to discuss something direct with a company rather than have to use a go between and wait for a reply. We have previously had to wait  two days longer to find out about big changes to a cruise and our options because we were booked through an agent.  Swings and roundabouts IMO and certainly a personal choice so everyone can have the option of choosing what they want.  We use both methods depending on what we are booking and are pleased to have that choice.

[Ardennais]

What is the reason for this problem? Are staff still on furlough, and if so, why? Or are they just short staffed and if so, why again? Whatever the reason, they are not providing good customer service. 

[Adawn47]

11 hours ago, tring said:

 

Have you tried ringing as soon as the lines open?  We often do that when it is difficult to raise people on the phone and it normally works.  We got through to Princess immediately last Monday morning by doing that.

As soon as the lines open on Saturday is usually a good time too. Or it was.

Avril

[tring]

I do not recall having much problem trying to get through to P&O or other cruise line TBH, though banks, doctors and various other companies, yes.  I can see there will be difficult times if there is a brochure launch for example, but we had no problem with Princess last week.

[kentishfred]

I have been having this problem for over six weeks now. Impossible to talk to anybody and emails unanswered. Still awaiting replies from the 25th August from there website contact form. Pathetic. Only obtained replies when emailed CEO directly.

Edited September 12, 2021 by kentishfred
spelling mistake

[capn ahab]

20 hours ago, tring said:

 

Have you tried ringing as soon as the lines open?  We often do that when it is difficult to raise people on the phone and it normally works.  We got through to Princess immediately last Monday morning by doing that.

Yes I have tried phoning as soon as the lines are (supposedly open)  and still no joy

[kentishfred]

Tried ringing to book a wine package. Still no joy with the call centre yesterday however at least I was not cut off but was told the wait was over 30 minutes. Do not see why I have to wait to actually buy something. Also cannot book the onboard entertaining, supposedly all booked up on the 25th September Britannia cruise

[Eglesbrech]

They don’t answer the phone, they don’t answer PMs, they don’t answer emails, I even sent a snail mail - still waiting for a reply weeks later! I won’t be booking anything else with them for the foreseeable future. Why give money to a company who really don’t care about their customers.

 

Other companies are still managing to offer a decent level of customer service so there are no excuse for P&O as the other cruise lines are all dealing with the same challenges.

[wowzz]

31 minutes ago, Eglesbrech said:

They don’t answer the phone, they don’t answer PMs, they don’t answer emails, I even sent a snail mail - still waiting for a reply weeks later! I won’t be booking anything else with them for the foreseeable future. Why give money to a company who really don’t care about their customers.

 

Other companies are still managing to offer a decent level of customer service so there are no excuse for P&O as the other cruise lines are all dealing with the same challenges.

You could of course book through a good TA. 

[Bazrat]

Got to admit we must just be lucky, we have always got through admittedly I am aware of the current situation and am prepared to wait.

Edited September 19, 2021 by Bazrat

[Eglesbrech]

1 minute ago, Bazrat said:

Got to admit we must just be lucky, we have gotten through admittedly I am aware of the current situation and am prepared to wait always gotten through.

I’m glad you have been lucky - wish it was me.
 

Every time I call the call goes through various steps then they tell me that they are busy then they just drop the call. Infuriating.

[Eglesbrech]

2 hours ago, wowzz said:

You could of course book through a good TA. 

Too late, already booked direct.

 

I should not need to use a TA. P&O should provide reasonable service.

[Bazrat]

4 hours ago, Eglesbrech said:

I’m glad you have been lucky - wish it was me.
 

Every time I call the call goes through various steps then they tell me that they are busy then they just drop the call. Infuriating.

Sorry I don’t believe in luck I sorted my day so I would have free time than rang them, whilst I was waiting did some quotes for work made myself a cup of coffee than they answered, sorted my problem than I went to work was on the phone for about two hrs.

[wowzz]

50 minutes ago, Bazrat said:

Sorry I don’t believe in luck I sorted my day so I would have free time than rang them, whilst I was waiting did some quotes for work made myself a cup of coffee than they answered, sorted my problem than I went to work was on the phone for about two hrs.

But why on earth do you, as a customer,  need to sort your day out in order to talk to soneone who has thousands of pounds of your money? 

And waiting for two hours for your call to be answered ? Just awful. 

And that other well known media site is full of tales of people who have waited for even longer, and then been cut off.

Just a total, indefensible shambles. 

[Bazrat]

6 hours ago, wowzz said:

But why on earth do you, as a customer,  need to sort your day out in order to talk to soneone who has thousands of pounds of your money? 

And waiting for two hours for your call to be answered ? Just awful. 

And that other well known media site is full of tales of people who have waited for even longer, and then been cut off.

Just a total, indefensible shambles. 

I do the same when I have to phone my doctors or anyone else I make sure I have time, I do not expect them to answer first time especially after we are going through a pandemic, I try to be a bit realistic about the situation 

[wowzz]

1 hour ago, Bazrat said:

do not expect them to answer first time especially after we are going through a pandemic, I try to be a bit realistic about the situation 

But it is now 18+ months  since the start  of the pandemic,  and Covid should not now be used as  an excuse for poor service levels.  Over the last few  weeks I've had need to talk to various mobile phone operators,  insurance companies and banks.  The time taken to answer my call has never exceeded 10 minutes.

If these companies can answer within a reasonable length of time, why can't P&O? 

[Bazrat]

1 hour ago, wowzz said:

But it is now 18+ months  since the start  of the pandemic,  and Covid should not now be used as  an excuse for poor service levels.  Over the last few  weeks I've had need to talk to various mobile phone operators,  insurance companies and banks.  The time taken to answer my call has never exceeded 10 minutes.

If these companies can answer within a reasonable length of time, why can't P&O? 

You have edited my post to suit your comments so I will repeat the part you removed, “I do the same when I phone my doctors or anyone else I make sure I have time”.

it as taken me 50 minutes to get through to my bank am I happy about it no but I realise the situation they are in.

[Eglesbrech]

11 hours ago, Bazrat said:

Sorry I don’t believe in luck I sorted my day so I would have free time than rang them, whilst I was waiting did some quotes for work made myself a cup of coffee than they answered, sorted my problem than I went to work was on the phone for about two hrs.

Sorry I don’t have 2 hours of my time to waste and I find that a totally unacceptable time to wait. I can’t even get in the queue anyway even if I was prepared to wait, it just cuts me off.

 

They have had 18 months to get this sorted out. Covid is no longer an acceptable excuse for poor service.

[Bazrat]

29 minutes ago, Eglesbrech said:

Sorry I don’t have 2 hours of my time to waste and I find that a totally unacceptable time to wait. I can’t even get in the queue anyway even if I was prepared to wait, it just cuts me off.

 

They have had 18 months to get this sorted out. Covid is no longer an acceptable excuse for poor service.

Well if spending a couple of hrs to sort a problem out is unacceptable than your going to be constantly disappointed.

After the phone call had finished phoned the beloved told her problem sorted than went to work, she was happy so was I we are easily pleased and much prefer my way of doing things

[Eglesbrech]

22 minutes ago, Bazrat said:

Well if spending a couple of hrs to sort a problem out is unacceptable than your going to be constantly disappointed.

After the phone call had finished phoned the beloved told her problem sorted than went to work, she was happy so was I we are easily pleased and much prefer my way of doing things

To each their own. You clearly don’t mind being treated in what I would consider to be a shabby manner and that’s fine if you are happy with that.

 

I just don’t intend to be a doormat waiting for 2 hours for someone to answer a call and will simply move my business to a line that provides some sort of customer service. Reading the general consensus on social media I suspect I won’t be alone if this situation re contact continues.