Am I being unreasonable?

[amurray88]

Hello! Booked my first P&O cruise a couple of weeks ago. Long story short, I'm travelling with my wife and 6 month old baby and...

 

1. Outside cabin was same price as interior. It wouldn't let me book outside as these don't have Pullman beds and they want my 6 month old to sleep in a Pullman bed and their system won't let them change it. Had to book inside cabin. Outcome: contacted P&O about changing to outside cabin and they said to try and sort it onboard

 

2. They won't allow me to configure the bed as a queen, instead it must be a twin due to "third passenger requiring Pullman". Outcome: was told to sort it onboard

 

3. They can't note that we need a cot. Outcome: told to sort it onboard.

 

4. Tried to book a drinks package for my wife and I but told their system will only allow us to get it if my 6 month old takes a drinks package too. Outcome: told to sort it onboard

 

Am I being unreasonable in thinking that I don't want to spend the first few days of my holiday at guest services and chasing my room steward asking for things? Surely it's a holiday so that you can relax? Maybe I've got too high expectations but for me, that's on P&O customer services to be making these adjustments for us? Potentially I could understand that I've now booked an inside, and possibly not much they can do but the other points sound like they're trying to pass their admin work on to me?

[Interestedcruisefan]

3 hours ago, amurray88 said:

Hello! Booked my first P&O cruise a couple of weeks ago. Long story short, I'm travelling with my wife and 6 month old baby and...

 

1. Outside cabin was same price as interior. It wouldn't let me book outside as these don't have Pullman beds and they want my 6 month old to sleep in a Pullman bed and their system won't let them change it. Had to book inside cabin. Outcome: contacted P&O about changing to outside cabin and they said to try and sort it onboard

 

2. They won't allow me to configure the bed as a queen, instead it must be a twin due to "third passenger requiring Pullman". Outcome: was told to sort it onboard

 

3. They can't note that we need a cot. Outcome: told to sort it onboard.

 

4. Tried to book a drinks package for my wife and I but told their system will only allow us to get it if my 6 month old takes a drinks package too. Outcome: told to sort it onboard

 

Am I being unreasonable in thinking that I don't want to spend the first few days of my holiday at guest services and chasing my room steward asking for things? Surely it's a holiday so that you can relax? Maybe I've got too high expectations but for me, that's on P&O customer services to be making these adjustments for us? Potentially I could understand that I've now booked an inside, and possibly not much they can do but the other points sound like they're trying to pass their admin work on to me?

It will be hard for them to give you exactly what you want in cabin terms on board I suspect

 

But if you  kick up a fuss and are strong and insistent then I predict you might even end up in a balcony room. 

 

Might take 48 hrs and 2 or 3 chats. Key is to say things like you were promised this immediately you got on board I would suggest. Show how upset you are and remain insistent.

 

Keep the chats short but strong and don't let them spoil your first 2 days. They will want to help if they can. They don't want unhappy guests

 

Face to face you may end up with a better result I reckon. But don't stress about it although you want them to feel you really are stressed about it

 

That's my advice

 

 

[Snow Hill]

Personally I would have told them to stuff it and gone elsewhere, this response of “computer says no”  needs to resolved. It’s stressful enough having a 6 month old baby to care for without having to sort all these issues out on board as well. If P&O wish to attract a younger clientele then they need to address these issue PDQ. 

[1stFamilyCruise25]

I recently booked and the bed config was down as twins but once I received the confirmations and accessed the P&I account, I was able to switch this to queen.

 

The drinks package is cheaper (for us) if booked online in advance. Adding it on when you get onboard is going to be more expensive. I haven't added this on yet but it says that children automatically get the refresh of the adults are buying the classic or deluxe.

 

I wouldn't be happy about being told to sort on board. Not how I would want to start my holiday.

[Angel57]

My opinion is that those responses are not good enough and I would not be happy to wait until on board to get them sorted (especially the cot).

I would try contacting them again as you may have got an inexperienced person answering the phone at P&O.

I’m assuming you booked online, as opposed to one of the cruise specialists that many of us use? I suspect the latter would have been able to answer /sort out your issues before parting with your deposit. But hindsight is a wonderful thing…..

Good luck.

 

[davecttr]

If a pullman is a pull or fold down bed it is a bunk with a ladder and you can't have a queen size because you need access to the pullman.  Would not a cot fit in an ordinary cabin anyway?

[Selbourne]

As has been mentioned, when Pullman berths are used the lower berths have to be configured as twins. If configured as a Queen bed the Pullman berth is inaccessible. 
 

I’ve no idea about cots, as we didn’t take our children on cruises until they were older, but P&O should be able to answer that now. If a cot is possible and you won’t need the Pullman berth then a Queen bed becomes possible. There is no reason why P&O can’t answer that question now, so best to persevere on that one. Just be aware that inside cabins are small, so floor space is at a premium. 
 

If the above point can be clarified and P&O agree that you can use a cot, in the same conversation you should then be able to switch to an outside (if still available). P&O have a policy that if you change your cabin type the extra cost is the one that applied at the time that you made your original booking, so if it was the same price you won’t have to pay any more. 
 

There has been a very recent thread regarding exactly the same issue re drinks packages and babies. You should hopefully find the answer to that question within that thread. 

[Peterson78]

This is nonsense!
You can’t (safely) put a 6 month old baby in a pullman bed, so a cot is essential.

What would happen if, on getting onboard, no cots were available ?

I’d insist or cancel.

Edited October 19, 2023 by Peterson78

[kalos]

6 hours ago, amurray88 said:

Hello! Booked my first P&O cruise a couple of weeks ago. Long story short, I'm travelling with my wife and 6 month old baby and...

 

No your not being unreasonable , holidays come with expectations of whats to come.

 

I would be tempted to take your post and fire a few e-mails off with it's contents to

the complaints and Mr Ludlows dept @p&o .

 

I'm sure some other posters will be along with the best places to send your complaint to.

 

Hope you get sorted .

[Somerset Cruiser]

7 hours ago, amurray88 said:

Outcome: was told to sort it onboard

 

 

In my experience that is not a good option. The first thing you will be told is that cabin allocation is dealt with onshore and they can't help.

 

Guest services may have many useful purposes but in 30 or so P&O cruises I have yet to discover one. Their main purpose seems to be appeasement. Try to sort your problems before you go, Guest Services will only make you lose the will to live and ruin your holiday. 

[amurray88]

Thank you all - the room issue isn't really an issue to be honest, if it's to be an inside then that's not the end of the world. 

 

It's just the disappointment of being our first P&O cruise and what should be an easy fix is just proving a hassle. Why sell infant fares if staff (and website) can't realise that a 6 month old will not be sleeping in a bunk bed, that they may need a cot and that they won't need a drinks package.

 

Thank you - I didn't want to be unfair and be "that passenger" that complains all the time but just felt these should be fixed.

[terrierjohn]

2 hours ago, Angel57 said:

My opinion is that those responses are not good enough and I would not be happy to wait until on board to get them sorted (especially the cot).

I would try contacting them again as you may have got an inexperienced person answering the phone at P&O.

I’m assuming you booked online, as opposed to one of the cruise specialists that many of us use? I suspect the latter would have been able to answer /sort out your issues before parting with your deposit. But hindsight is a wonderful thing…..

Good luck.

 

Perhaps next time, if there is one, you should use a top  notch online TA, then they would sort all this out for you before you hand over any deposit.

[amurray88]

2 hours ago, Snow Hill said:

Personally I would have told them to stuff it and gone elsewhere, this response of “computer says no”  needs to resolved. It’s stressful enough having a 6 month old baby to care for without having to sort all these issues out on board as well. If P&O wish to attract a younger clientele then they need to address these issue PDQ. 

Unfortunately this was after I booked... I did say that if it was a hotel or a refundable deal I would have cancelled as it's just been hassle. I enjoy planning my holidays but this isn't planning 😂

[amurray88]

2 hours ago, 1stFamilyCruise25 said:

I recently booked and the bed config was down as twins but once I received the confirmations and accessed the P&I account, I was able to switch this to queen.

 

The drinks package is cheaper (for us) if booked online in advance. Adding it on when you get onboard is going to be more expensive. I haven't added this on yet but it says that children automatically get the refresh of the adults are buying the classic or deluxe.

 

I wouldn't be happy about being told to sort on board. Not how I would want to start my holiday.

Definitely... Unfortunately for me, it was the other way round with the room. I booked a queen and it's now been changed to twin and they won't let me change it back.

[amurray88]

2 hours ago, Angel57 said:

My opinion is that those responses are not good enough and I would not be happy to wait until on board to get them sorted (especially the cot).

I would try contacting them again as you may have got an inexperienced person answering the phone at P&O.

I’m assuming you booked online, as opposed to one of the cruise specialists that many of us use? I suspect the latter would have been able to answer /sort out your issues before parting with your deposit. But hindsight is a wonderful thing…..

Good luck.

 

I booked through an online TA... but they've been told the same by P&O. I think I'll try and push it back on the TA too to try and sort it

[amurray88]

1 hour ago, Selbourne said:

As has been mentioned, when Pullman berths are used the lower berths have to be configured as twins. If configured as a Queen bed the Pullman berth is inaccessible. 
 

I’ve no idea about cots, as we didn’t take our children on cruises until they were older, but P&O should be able to answer that now. If a cot is possible and you won’t need the Pullman berth then a Queen bed becomes possible. There is no reason why P&O can’t answer that question now, so best to persevere on that one. Just be aware that inside cabins are small, so floor space is at a premium. 
 

If the above point can be clarified and P&O agree that you can use a cot, in the same conversation you should then be able to switch to an outside (if still available). P&O have a policy that if you change your cabin type the extra cost is the one that applied at the time that you made your original booking, so if it was the same price you won’t have to pay any more. 
 

There has been a very recent thread regarding exactly the same issue re drinks packages and babies. You should hopefully find the answer to that question within that thread. 

Unfortunately that thread was me 😂😭 it's not turning out to be much fun to take a baby on holiday at the moment 😂

[amurray88]

35 minutes ago, Peterson78 said:

This is nonsense!
You can’t (safely) put a 6 month old baby in a pullman bed, so a cot is essential.

What would happen if, on getting onboard, no cots were available ?

I’d insist or cancel.

I think that's a very good point RE availability. Thank you 👌

[terrierjohn]

2 minutes ago, amurray88 said:

Definitely... Unfortunately for me, it was the other way round with the room. I booked a queen and it's now been changed to twin and they won't let me change it back.

This will be easily remedied on board by your steward, once you have organised a cot  and established you won't need the Pullman bunk, he will also switch the bed back to a queen configuration.

However I would get P&O to confirm the request for a Cot, this should ensure one is reserved for you.

[Megabear2]

6 hours ago, amurray88 said:

Hello! Booked my first P&O cruise a couple of weeks ago. Long story short, I'm travelling with my wife and 6 month old baby and...

 

1. Outside cabin was same price as interior. It wouldn't let me book outside as these don't have Pullman beds and they want my 6 month old to sleep in a Pullman bed and their system won't let them change it. Had to book inside cabin. Outcome: contacted P&O about changing to outside cabin and they said to try and sort it onboard

 

2. They won't allow me to configure the bed as a queen, instead it must be a twin due to "third passenger requiring Pullman". Outcome: was told to sort it onboard

 

3. They can't note that we need a cot. Outcome: told to sort it onboard.

 

4. Tried to book a drinks package for my wife and I but told their system will only allow us to get it if my 6 month old takes a drinks package too. Outcome: told to sort it onboard

 

Am I being unreasonable in thinking that I don't want to spend the first few days of my holiday at guest services and chasing my room steward asking for things? Surely it's a holiday so that you can relax? Maybe I've got too high expectations but for me, that's on P&O customer services to be making these adjustments for us? Potentially I could understand that I've now booked an inside, and possibly not much they can do but the other points sound like they're trying to pass their admin work on to me?

Hello, sorry to hear your problems.  Would you please provide some further information as follows:

 

Which ship

Which date

What type of fare you have booked

What type of fare is your baby sailing under, ie free, reduced rate, special offer

Which drinks package is it, assumedly not the deluxe package as that gives children free drinks package automatically 

 

As I understand it if a cot is required you have to request one in advance - I asked my BIL who confirmed they had one but a long time ago in 2012 and it had to be ordered before departure, he also mentioned baby baths?  This old link from CC might give you an idea on space as well.

 

 

 

Also not sure if you've seen it but CruiseMummy is a helpful source on travelling with little ones.  Te link below is from September 2023 so pretty recent.

 

https://www.cruisemummy.co.uk/tips-for-cruising-with-a-baby-or-toddler-on-po-cruises/

 

If you are sailing on Iona or Arvia I doubt very much there will be any availability for an outside cabin once you are onboard as these cabins are exceptionally popular with families. All of these cabins have, I thought, sofas which can convert to a bed so I am at a loss as to why they state you need a Pullman for a baby as the third person.  I would suggest telephoning P&O to query this.  In my opinion if you wait until onboard you will not be able to move to an outside cabin as there will be no availability. 

 

The bed can be sorted very easily once onboard. Your cabin steward will introduce himself on your arrival and he/she can change the set up to queen very easily.  You will be able to explain to them you won't be using the Pullman bed so it should be easy.

 

Whilst very annoying the important thing is to sort out the cabin if you are unhappy with having the inside.  I suggest if there is time calling, asking for a full explanation as to why you cannot change to an outside - the departure date and type may have some bearing on this - and state once again you need to reserve a cot as you understand from social media others have indeed done this.

 

If it's any consolation I can confirm on Arvia in May there were a large number of families in inside cabins on deck 4 when I moved down there.  However they seemed to have problems with large buggies as they didn't fit the cabin or doors and were leaving them in the corridor which is technically not allowed.  

 

Good luck in sorting things, hopefully before you sail.

[Selbourne]

6 minutes ago, amurray88 said:

Unfortunately that thread was me 😂😭 it's not turning out to be much fun to take a baby on holiday at the moment 😂

Oh, I see. You obviously didn’t get that resolved either! As you used a TA I’d pass all the problems on to them. It should all be resolvable. We went on our first cruise when our youngest was 2. Our solution was to leave her at home with Grandma and Grandad. She had a great time, as did we 😂 

[Megabear2]

I've come along .... P&O Exec Office email:

 

Executive.Correspondence@carnivalukgroup.com

[Interestedcruisefan]

As I read this again I'm kind of thinking you've got more of a complaint against your TA at this stage rather than P and O?

 

I would be tempted to put more pressure on your TA first. And potentially complain to their boss if you can't at least get a cot confirmed?

 

Shouldn't really be you having to contact P and O to sort this. 

 

 

[Megabear2]

Just now, Interestedcruisefan said:

As I read this again I'm kind of thinking you've got more of a complaint against your TA at this stage rather than P and O?

 

I would be tempted to put more pressure on your TA first. And potentially complain to their boss if you can't at least get a cot confirmed?

 

Shouldn't really be you having to contact P and O to sort this. 

 

 

I'd agree, it's for the travel agent. However if they are adamant they've done all they can I would ring P&O myself for full clarification of what exactly the position is so that I am forearmed to complain to the agent if it becomes necessary.

 

The whole point of an agent is their supposed knowledge, there doesn't seem to be much here so I'd suggest getting all the information direct, particularly if this cruise is imminent -if the OP is the person I recall raising the issue of the drinks package some time ago, this has been ongoing for quite a while.

[amurray88]

29 minutes ago, Megabear2 said:

I've come along .... P&O Exec Office email:

 

Executive.Correspondence@carnivalukgroup.com

Thank you!

[amurray88]

8 minutes ago, Megabear2 said:

I'd agree, it's for the travel agent. However if they are adamant they've done all they can I would ring P&O myself for full clarification of what exactly the position is so that I am forearmed to complain to the agent if it becomes necessary.

 

The whole point of an agent is their supposed knowledge, there doesn't seem to be much here so I'd suggest getting all the information direct, particularly if this cruise is imminent -if the OP is the person I recall raising the issue of the drinks package some time ago, this has been ongoing for quite a while.

🙈 Thank you - I will do this 👌