Good customer service

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#1
uk
109 Posts
Joined May 2004
I have read here many times about pando's poor customer service compared to other lines. In my case I found them excellent. I had a query about an accessible trip. The reply to my email came back within an hour with some questions. The next morning another email arrived with some suggestions. They were as expensive as we expected, but that is not the point. They dealt with our problem promptly and efficiently.
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hopeful traveller
#2
England
599 Posts
Joined Aug 2014
That's good to hear. As a comparison, I emailed P&O regarding accessible excursions and some blatant abuse of the assisted embarkation / disembarkation service on our last cruise. After 3 weeks I chased them and a further week later I received a reply, which sadly didn't address the points I was making. I have always found P&O's land based customer service team to be poor, but problem resolution on the ships has always been excellent.
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P&O Cruises Experience – 120 nights over 10 cruises (Aurora, Azura, Britannia x 2, Oceana x 2, Oriana x 2, Ventura x 2)
P&O Cruises to Come - 76 nights over 6 cruises (2017 - Britannia, Aurora, 2018 - Aurora, Arcadia, Aurora, 2019 - Aurora)

674(A) Oriana 14/5/96. Southampton to Istanbul. 8 nights. Outside Cabin.
E620 Oceana 11/8/06. Mediterranean. 14 nights. Outside Cabin.
E720 Oceana 12/8/07. Canaries. 13 nights. Outside Cabin.
X912 Oriana 24/7/09. Baltic. 14 nights. Outside Cabin.
A118 Azura 5/8/11. Mediterranean. 16 nights. Superior Deluxe Balcony Cabin.
N321 Ventura 18/8/13. Mediterranean. 14 nights. Superior Deluxe Balcony Cabin.
B517 Britannia 15/8/15. Mediterranean. 14 nights. Suite.
B622 Britannia 23/7/16. Norwegian Fjords. 7 nights. Suite.
N703 Ventura 15/2/17. Amsterdam & Bruges. 4 nights. Penthouse Suite.

R705 Aurora 13/5/17. Baltic. 16 nights. Accessible Balcony Cabin.
#3
Staffordshire
957 Posts
Joined May 2011
P&O customer service seems to be a bit hit and miss depending on who picks up your problem. We had appalling customer service on Ventura to the point that I emailed P&O when got home and had brilliant service from Southampton. It was my first experience of complaining on the ship or to Southampton so perhaps I was just lucky with Southampton but they definitely need consistency (hopefully for the better).
#5
West Yorkshire UK
3,064 Posts
Joined Jul 2004
Originally posted by happytravelleruk
Perhaps it depends on how busy they are on a particular day or who is on duty.
I think the specialist customer services are far better than the ordinary ones. I also e-mailed the accessible shore excursion team to see if they could give me any advance information for a cruise early next year, I was very agreeably surprised with the speed and quality of the response. Of course they added the caveat that at this stage they could not guarantee the tours or the prices, which of course I fully understand, however it did provide us with useful advance info to help in our planning.
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Rules are for the guidance of wise men and the observance of fools. (Douglas Bader 1910-1982)
The inherent vice of capitalism is the unequal sharing of blessings; the inherent virtue of socialism is the equal sharing of miseries. (Winston Churchill 1874-1965)
Future cruises --- Sept 2017 - RCI Navigator OTS - Canaries & N Africa.,Feb 2018 Ventura - Caribbean & USA., June 2018 Ventura - W. Med. Sept 2018 Azura - CanariesJan 2019 Ventura - Caribbean
Previous Cruises
March 92 - Carnival's Carnivale - Bahamas . October 97 - Thomson's Emerald, Med. Nov 2000 - Superstar Gemini, Straits of Malacca. Jan 2004 - Coral Princess - Panama-Carib. June 2005 - Island Princess - Alaska. Jan 2006 - P&O Arcadia - East/southern Carib. Feb 2007 - Celebrity Millenium - Eastern Carib. June 2007 - Tahitian Princess - Honolulu to Papeete. Feb 2008 - Sapphire Princess - Sydney to Auckland. Sept 2008 Emerald Princess - Mediterranean. March 2009 - Coral Princess - Panama Canal. Feb 2010 Celebrity Solstice - Eastern Caribbean . Aug 2011 P&O Azura- Canaries. June 2012 P&O Ventura Iceland & Fjords. Sept 2012 Celebrity Eclipse - Western Med; Apr 2013 P&O Azura Western Med. June 2013 Celebrity Eclipse - Baltic. Oct 2013 P&O Azura - Central Med. May 2014 Emerald Princess N. Spain & France. Sept. 2014 Celebrity Eclipse-Canaries & Azores, Apr 2015 P&O Britannia - W Med. June 2015 Celebrity Eclipse - Iceland & Fjords. Sept 2015 Celebrity Eclipse - Canaries & Azores. Jan 2016 P&O Ventura - No Fly Caribbean. Jun 2016 Eclipse - Baltic. Aug 2016 - Britannia Fjords, May 2017 - Azura W. Med.



#6
99 Posts
Joined Sep 2011
I always find the best way to contact customer service is via the social media page by private message. Never had a problem and they always get back fairly quickly unless it's a weekend.
Out of curiosity TerrierJohn, do you know if there is an accessible excursion from Naples.
#7
West Yorkshire UK
3,064 Posts
Joined Jul 2004
Originally posted by stocktonmackem
I always find the best way to contact customer service is via the social media page by private message. Never had a problem and they always get back fairly quickly unless it's a weekend.
Out of curiosity TerrierJohn, do you know if there is an accessible excursion from Naples.
The attached is from the P&O and Cunard Accessible passengers FB page, so I hope it works. There are quite a few accessible info sheets posted there, but not sorted in any useful way.

https://lookaside.fbsbx.com/file/P%2...hAwlXp0Mqva3hf
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Rules are for the guidance of wise men and the observance of fools. (Douglas Bader 1910-1982)
The inherent vice of capitalism is the unequal sharing of blessings; the inherent virtue of socialism is the equal sharing of miseries. (Winston Churchill 1874-1965)
Future cruises --- Sept 2017 - RCI Navigator OTS - Canaries & N Africa.,Feb 2018 Ventura - Caribbean & USA., June 2018 Ventura - W. Med. Sept 2018 Azura - CanariesJan 2019 Ventura - Caribbean
Previous Cruises
March 92 - Carnival's Carnivale - Bahamas . October 97 - Thomson's Emerald, Med. Nov 2000 - Superstar Gemini, Straits of Malacca. Jan 2004 - Coral Princess - Panama-Carib. June 2005 - Island Princess - Alaska. Jan 2006 - P&O Arcadia - East/southern Carib. Feb 2007 - Celebrity Millenium - Eastern Carib. June 2007 - Tahitian Princess - Honolulu to Papeete. Feb 2008 - Sapphire Princess - Sydney to Auckland. Sept 2008 Emerald Princess - Mediterranean. March 2009 - Coral Princess - Panama Canal. Feb 2010 Celebrity Solstice - Eastern Caribbean . Aug 2011 P&O Azura- Canaries. June 2012 P&O Ventura Iceland & Fjords. Sept 2012 Celebrity Eclipse - Western Med; Apr 2013 P&O Azura Western Med. June 2013 Celebrity Eclipse - Baltic. Oct 2013 P&O Azura - Central Med. May 2014 Emerald Princess N. Spain & France. Sept. 2014 Celebrity Eclipse-Canaries & Azores, Apr 2015 P&O Britannia - W Med. June 2015 Celebrity Eclipse - Iceland & Fjords. Sept 2015 Celebrity Eclipse - Canaries & Azores. Jan 2016 P&O Ventura - No Fly Caribbean. Jun 2016 Eclipse - Baltic. Aug 2016 - Britannia Fjords, May 2017 - Azura W. Med.



#8
Solihull
1,936 Posts
Joined Sep 2013
I agree that P&O customer service is excellent when it involves you making a purchase.


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#9
Sussex
7 Posts
Joined Jan 2015
We had poor customer service on our recent Oceana cruise from the reception desk. Have followed up with email to Customer Service in Southampton. Our email has been acknowledged, waiting to hear more from them. Will chase if necessary.
#10
23 Posts
Joined Jan 2015
We had excellent response from P & O both on board and Southampton.
We were on Aurora in February earlier this year, when a waiter accidently dropped a soup spoon, spilling soup down the back of my wife's dress. He gave us a note to give to our cabin steward for him to get the dress cleaned. Unfortunately they couldn't clean it and so they asked us to try and dry clean when we arrived home. The dry cleaners couldn't clean it and so the dress was ruined. P & O responded very quickly have given my wife on board credit to reimburse for the cleaning and a new dress. One happy wife :-)
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#11
Staffordshire
25 Posts
Joined Dec 2016
I posted on their Facebook page yesterday, I'm a first time cruiser who's visually impaired and wanted to know if I should expect to hear anything from them before I sail, as I'd filled out and sent my medical form a few months ago.

Had a response within an hour, messaged them my booking reference and within 30 minutes had confirmation that everything was sorted and in place for when I board. Fantastic service!
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#12
Sussex
7 Posts
Joined Jan 2015
Want to say that we have never had a problem before or needed to contact Reception. On the same cruise we had an issue with shaver point in bathroom, mentioned it to room steward, by time we came back to the room a new shaver point had been fitted. It was just Reception who didn't deal with another problem we had, which we are following up.
#13
uk
109 Posts
Joined May 2004
Going back to my original post, Accessibility emailed me again this morning with an alternative and cheaper suggestion which we accepted. Thank you Andrea!
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hopeful traveller
#14
99 Posts
Joined Sep 2011
Originally posted by terrierjohn
The attached is from the P&O and Cunard Accessible passengers FB page, so I hope it works. There are quite a few accessible info sheets posted there, but not sorted in any useful way.

https://lookaside.fbsbx.com/file/P%2...hAwlXp0Mqva3hf
Thank you, checked it out and I am interested in the Sorrento/Amalfi coast tour. Will need to be on the ball when they go on sale as only room for 2 chairs and 2 passengers.