How do I cancel?

[Megabear2]

I now have a totally ludicrous situation where I cannot get through to P&O to cancel/discuss my remaining cruise which falls due for payment next week.  

 

Their telephone lines are telling me they would have to ask me to wait an unreasonably long time and just cut me off.

 

My other October cruise was booked via my travel agent and I "gifted" this to my niece by paying a change of passenger supplement (she is paying me direct). My travel agent tells me no one is getting much joy in speaking to P&O most likely due to their canceling people due to the new disability rules and general confusion and outrage being caused.

 

Meantime those of us with legitimate questions on other matters cannot get through.

 

A total farce.

[Selbourne]

57 minutes ago, Megabear2 said:

I now have a totally ludicrous situation where I cannot get through to P&O to cancel/discuss my remaining cruise which falls due for payment next week.  

 

Their telephone lines are telling me they would have to ask me to wait an unreasonably long time and just cut me off.

 

My other October cruise was booked via my travel agent and I "gifted" this to my niece by paying a change of passenger supplement (she is paying me direct). My travel agent tells me no one is getting much joy in speaking to P&O most likely due to their canceling people due to the new disability rules and general confusion and outrage being caused.

 

Meantime those of us with legitimate questions on other matters cannot get through.

 

A total farce.

I stopped one of my daughters booking direct with P&O a few weeks ago for this very reason. I got her to use our cruise specialist as they don’t go through the same phone lines and can get through to P&O very quickly indeed. She appreciated the extra discount as well. It doesn’t help you unfortunately, but your post is a good warning for others 

[Megabear2]

5 minutes ago, Selbourne said:

I stopped one of my daughters booking direct with P&O a few weeks ago for this very reason. I got her to use our cruise specialist as they don’t go through the same phone lines and can get through to P&O very quickly indeed. She appreciated the extra discount as well. It doesn’t help you unfortunately, but your post is a good warning for others 

Indeed. I only booked this with P&O direct because they gave me my money back after my January cruise blighted by illness.  As I was gifted my OBC and £500 FCC shortly after return it seemed the fairest thing to do.  If I can't get through by the time the balance is due I'll let it lapse as there's only £495 involved with all the FCC etc.

 

No doubt they'll probably chase me then!

 

Won't be long before the Cunard and P&O new releases so they'd better sort things soon!

[Selbourne]

21 minutes ago, Megabear2 said:

Indeed. I only booked this with P&O direct because they gave me my money back after my January cruise blighted by illness.  As I was gifted my OBC and £500 FCC shortly after return it seemed the fairest thing to do.  If I can't get through by the time the balance is due I'll let it lapse as there's only £495 involved with all the FCC etc.

 

No doubt they'll probably chase me then!

 

Won't be long before the Cunard and P&O new releases so they'd better sort things soon!

Hope you get it sorted soon. For future info, I have still been able to use my TA after receiving additional OBC from P&O and compensation from Cunard which came off our balance due for the next cruise. In both instances the TA sent me revised booking confirmations within days, showing the increased OBC or revised balance without me even notifying them. 

[Winifred 22]

They are open until 8 today. I got through today around 2 in 15 mins and got called back when we were cut off. Wasn’t a new booking either. 

[Megabear2]

12 minutes ago, Winifred 22 said:

They are open until 8 today. I got through today around 2 in 15 mins and got called back when we were cut off. Wasn’t a new booking either. 

Which option did you choose please? I've been trying since 9.00am and just keep getting the since we are too busy message and cut off.  I've just tried again - my phone tells me I've called the number 32 times today! I get through but all options bar book a new cruise give this message and I held gor 1 hour 50 minutes on new booking before giving up.

[janny444]

3 hours ago, Megabear2 said:

I now have a totally ludicrous situation where I cannot get through to P&O to cancel/discuss my remaining cruise which falls due for payment next week.  

 

Their telephone lines are telling me they would have to ask me to wait an unreasonably long time and just cut me off.

 

My other October cruise was booked via my travel agent and I "gifted" this to my niece by paying a change of passenger supplement (she is paying me direct). My travel agent tells me no one is getting much joy in speaking to P&O most likely due to their canceling people due to the new disability rules and general confusion and outrage being caused.

 

Meantime those of us with legitimate questions on other matters cannot get through.

 

A total farce.

I too would be at screaming point .

This is just a thought....if you emailed  them letting them know that you wish to cancel/discuss the booking and that it was impossible to contact them direct by phone and that because they are impossible to contact that you want your payment date extending without any penalty.

I would give them your mobile number and let them know that you expect a phone call from them to discuss the booking preferably before payment date.

 

At least then you would have proof that you have contacted them.

 

I too would never ever book direct with them....let the TA have the stress 

[Winifred 22]

50 minutes ago, Megabear2 said:

Which option did you choose please? I've been trying since 9.00am and just keep getting the since we are too busy message and cut off.  I've just tried again - my phone tells me I've called the number 32 times today! I get through but all options bar book a new cruise give this message and I held gor 1 hour 50 minutes on new booking before giving up.

 

1 hour ago, Megabear2 said:

Which option did you choose please? I've been trying since 9.00am and just keep getting the since we are too busy message and cut off.  I've just tried again - my phone tells me I've called the number 32 times today! I get through but all options bar book a new cruise give this message and I held gor 1 hour 50 minutes on new booking before giving up.

I rang and pressed 2 but I have just tried and like you told to try again later. How frustrating. Have you tried pressing 1. If you are trying to move it wouldn’t it class as a new booking  ? 

[Megabear2]

59 minutes ago, Winifred 22 said:

 

I rang and pressed 2 but I have just tried and like you told to try again later. How frustrating. Have you tried pressing 1. If you are trying to move it wouldn’t it class as a new booking  ? 

I tried that and it rang and I held gor 1 hrs 50 mins and it cut me off!

[Winifred 22]

25 minutes ago, Megabear2 said:

I tried that and it rang and I held gor 1 hrs 50 mins and it cut me off!

Oh no and it’s gone 8 now.

[Megabear2]

7 minutes ago, Winifred 22 said:

Oh no and it’s gone 8 now.

I'll try again tomorrow.  I have also emailed as suggested by Janny44, at least that way I will have a written record.

[david63]

16 minutes ago, Megabear2 said:

I have also emailed

Depending on who you have emailed it could be "we ain to respond within 28 days" response!

[Palaceman]

I've never had to try and contact P&O direct as I always use my local high street travel agent and they do it for me.

[Fionboard]

Same with most companies nowadays. I blame the WFH culture we now have. 

[Megabear2]

25 minutes ago, Fionboard said:

Same with most companies nowadays. I blame the WFH culture we now have. 

If it wasn't for WFH my husband's company and most of his clients' wouldn't exist! 

 

Actually in previous conversations with P&O/Cunard/Princess they have told me if they didn't offer WFH flexible hours contracts they would have even more difficulty recruiting.

 

Anyway I'm in the queue now, fingers crossed they don't cut me off - 24 minutes and counting...

Edited Tuesday at 08:23 AM by Megabear2

[zap99]

19 hours ago, Selbourne said:

I stopped one of my daughters booking direct with P&O a few weeks ago for this very reason. I got her to use our cruise specialist as they don’t go through the same phone lines and can get through to P&O very quickly indeed. She appreciated the extra discount as well. It doesn’t help you unfortunately, but your post is a good warning for others 

For balance, we always book direct with P&O, unless an agent special drops in my inbox. We don't seem to have these problems. 

[zap99]

17 hours ago, Winifred 22 said:

They are open until 8 today. I got through today around 2 in 15 mins and got called back when we were cut off. Wasn’t a new booking either. 

Looks like it's only you and me who have no problems.

[Megabear2]

31 minutes ago, zap99 said:

Looks like it's only you and me who have no problems.

Except unfortunately Winifred tried later and got exactly the same as me ...

[alpha whiskey]

1 hour ago, zap99 said:

Looks like it's only you and me who have no problems.

+1 

so far, so good.... No complaints here. 🤞

 

[janny444]

4 hours ago, Megabear2 said:

If it wasn't for WFH my husband's company and most of his clients' wouldn't exist! 

 

Actually in previous conversations with P&O/Cunard/Princess they have told me if they didn't offer WFH flexible hours contracts they would have even more difficulty recruiting.

 

Anyway I'm in the queue now, fingers crossed they don't cut me off - 24 minutes and counting...

Did you finally manage to get through to P & O and actually speak to a live bod ?

[Megabear2]

Success ... but not on the telephone!  Overnight I emailed as suggested and rather cheekily copied in my P&O contact.  Around 12.30pm a young lady called to deal with the issue so it's all been dealt with.  Said young lady is training, started work in August and on her final week of training.  She was most helpful and sorted out my options.  So not a total cancellation at this stage.

 

The calculations were based on the base fare, minus the premium economy and drinks package.  It will of course be cancellation if we don't go ahead but we are now in Britannia Aft cabin D736 (in the rainy season!) departing 29 November next year.  Had a look at a large number of cruises but the prices were too low for the transfer, this one just squeezed in by £10pp on the base price.  This one also has a different itinerary, part of the reason we wanted to cancel this year was the repetitiveness.  

 

Interestingly I asked for Premium Economy and I'm told it will be Heathrow.  It was also £499 each compared to Gatwick at an extra £100pp.  Will be interesting to see what occurs.  Finally we have £740 OBC, apparently some offer at present.  Removing the "bargain free" drinks package saved us £900 and we were allowed to keep the £500 FCC from January's ill fated cruise.

 

So technically not goodbye P&O yet, I just need to get more enthusiasm and the different itinerary helped.

Edited Tuesday at 01:24 PM by Megabear2

[Winifred 22]

5 hours ago, Megabear2 said:

Success ... but not on the telephone!  Overnight I emailed as suggested and rather cheekily copied in my P&O contact.  Around 12.30pm a young lady called to deal with the issue so it's all been dealt with.  Said young lady is training, started work in August and on her final week of training.  She was most helpful and sorted out my options.  So not a total cancellation at this stage.

 

The calculations were based on the base fare, minus the premium economy and drinks package.  It will of course be cancellation if we don't go ahead but we are now in Britannia Aft cabin D736 (in the rainy season!) departing 29 November next year.  Had a look at a large number of cruises but the prices were too low for the transfer, this one just squeezed in by £10pp on the base price.  This one also has a different itinerary, part of the reason we wanted to cancel this year was the repetitiveness.  

 

Interestingly I asked for Premium Economy and I'm told it will be Heathrow.  It was also £499 each compared to Gatwick at an extra £100pp.  Will be interesting to see what occurs.  Finally we have £740 OBC, apparently some offer at present.  Removing the "bargain free" drinks package saved us £900 and we were allowed to keep the £500 FCC from January's ill fated cruise.

 

So technically not goodbye P&O yet, I just need to get more enthusiasm and the different itinerary helped.

Glad you got it sorted in the end 

[terrierjohn]

11 hours ago, zap99 said:

For balance, we always book direct with P&O, unless an agent special drops in my inbox. We don't seem to have these problems. 

Just one occasion waiting an hour on the telephone and then being disconnected would be enough to put me off booking direct.

[zap99]

5 minutes ago, terrierjohn said:

Just one occasion waiting an hour on the telephone and then being disconnected would be enough to put me off booking direct.

Normally we book online and don't need to speak to P&O at all, so don't have these problems.

 

[Megabear2]

Hopefully the telephone situation is just a blip caused by the weight of calls over the disability cabin changes.  I did take some things from my call: the young lady is new and currently finishing training along with other individuals, she was working in the office and told me she also works from home two days out of five as that's what P&O have contracted her to do (she prefers the office as she likes the interaction), apparently there are limited amount of desks when they are in the office (I assume some sort of hot desk arrangement?) and unfortunately she is quite shocked at how cross and angry most people appear to be when they first get on the line as most of her calls to date have been about cancellations - apparently she has been doing a large number of those.

 

The computer lost all the information at one point so it had to be done again which didn't help either.  I felt quite sorry for the lady, not a nice time to be training into a new role with all this hassle about cabins.