PplusA

1 hour ago, osandomir said:

Since you started this thread, would you mind to share how Oceania addressed your complaint? It could be helpful for others with their expectations.

To answer my original question it took approximately 15 days to get a satisfactory reply. Unfortunately due to the nature of some of the people and responses that I have experienced since my first post, that is all I will be saying on this particular thread. Sorry.

4 hours ago, jonthomas said:

I complained about multiple issues on the Marina, we are on a BtoB , at reception  two days ago. Was told someone would be in touch with us. Nothing yet.

I’m sure they will, on the ship they took it very seriously.

2 minutes ago, LHT28 said:

One year  we had a complaint  about   dining in Polo 

When we returned I mentioned it to my TA

She said to send her  the information &  she would  forward it to Oceania

 By noon that day I had a phone call from  someone in charge  at Oceania

YMMV

Thank you for your useful input, we now too have had a reply from Oceania.

11 minutes ago, Yesimapirate said:

But did those other guests ask for compensation? 

 

Let's be honest here, in this grand scheme of things,  your complaint is pretty petty.  You don't get compensation because you didn't eat a meal that had no additional cost.  Complaints like this are the reason true issues aren't dealt with properly because it appears that people are just begging for free things.  Which is litterally what you're doing. 

 

If you don't like the service,  don't go book again.  Your experience does not deserve compensation. 

Well thank you for being judge and jury and casting your verdict. It’s good to read comments like this when you weren’t there, the issues didn’t happen to you and you haven’t a clue what they even were. Hope you feel better after that.

3 minutes ago, Vallesan said:

Don’t know if this was your first cruise with Oceania but it would seem a little drastic to stop sailing with them over one spoilt meal!

Think you might fast run out of cruise lines.

Nothing in life is perfect!

We have been on multiple cruises with various companies but never had an experience on any that has required a complaint previously.  It wouldn’t be just the spoilt meal experience but how they deal with it which might make up our mind.

The issues were multiple instances of dreadful customer service along with 2 instances of hygiene failures. I think the restaurant was grossly overbooked and things got out of hand for them as it was the last night. I’m certain that other guests also left.

1 hour ago, Jancruz said:

Good Luck!!

Jancruz1

Not that big a deal, you can always tell how good a company is by how they deal with complaints. The  restaurant manager was very apologetic at the time but admitted there was nothing he could do as it was the last night. If I think they haven’t done the right thing there are always other cruise lines 🙂

2 hours ago, Jancruz said:

Is it possible to give us the details and ship.. so we can tell you the correct person to write  to??

Jancruz1

The ship was Sirena and I have contacted Oceania customer services UK and been given a reference number so I think my email has landed in the correct place. Thank you.

5 hours ago, Vallesan said:

I think you may be on shaky ground here.

Lots of things are included in the package but not  refundable if you don’t use them breakfast/lunch/afternoon tea/dinner/speciality dining. If you paid extra for dining then that may be a different story.

However, in the grand scheme of things your complaint is probably not priority especially given all the port changes all cruise lines have been forced to make recently.

It’s not so much a case of we didn’t use, more of a case we were unreasonably prevented from using.

Our complaint was about a visit to one of the speciality restaurants on the last night of our cruise. For various reasons  (I won’t go into now as we think it’s fair to give Oceania an opportunity to put things right first) we felt we had no option but to leave the restaurant before getting our meal. As that meal was part of our paid for package we feel we should have some sort of refund as a minimum as not only did it ruin our evening but cast a shadow over the entire cruise.

We emailed a compliant to customer services and got an automated reply saying it would be looked into and gave us a reference number. After 12 days and not getting a reply we sent another email quoting the reference number and received another automated reply, but this time it said that it can take up to 28 days to receive any form of reply after the issue has been investigated. It would have been helpful if that timescale had been given on the first automated reply.

We felt the need to make a complaint after a recent cruise where an issue was unable to be dealt with to our satisfaction onboard.

But it has no been 12 days since that complaint and we have heard nothing. Just wondering what anyone else's experience has been in the same situation?

Thanks.    

Thank you both, we booked with an agent so will check with them to be on the safe side.

Hi, first time booking an Oceania cruise so not sure how their system works. We booked with an Olife ultimate offer which includes a beverage package but on our account page on the Oceania's site it doesn't show up, but does say we can purchase a package. Is this correct? 

42 minutes ago, melk said:

Can we purchase an antigen home test in Canada and bring it with us to the port.

Do the test right at check in and show the results to the agent.

We are leaving Canada 4 days before boarding, so we cant have the test done here in Canada.

As long as you are boarding in the UK you only need to testify that you have had a negative test within 3 days, you don’t need to show the results so you could take your own test any time within 3 days of boarding.

2 hours ago, devonuk said:

Lloyds Pharmacy for me 👍 £29.99 for an antigen test. 

You can just google “Covid test near me” that came up with a few for us.

10 hours ago, PacnGoNow said:

Do I need a COVID-19 vaccine booster dose?

For United Kingdom voyages departing on or after May 7, COVID-19 vaccine boosters^ are required for guests 18 years and older whose final dose of an approved/authorized COVID-19 vaccine is older than 9 months (270 days) from the date of disembarkation to be considered “fully vaccinated.”

There is currently no requirement for guests to receive a second booster dose; nor is there a requirement for guests ages 17 and under to receive an initial booster dose, regardless of when the last dose in an approved COVID-19 vaccine series was received.

Vaccination entry requirements can change without notice, so we recommend you keep your vaccination status up to date and ensure you are familiar with the requirements for the destinations you plan to visit. View the Vaccination & Testing Requirements by Region page.
 

 

Thank you for your reply but it doesn’t tell me if I am considered fully vaccinated if I’ve had a booster more than 270 days ago. What I’m trying to find out is will a lateral flow test be sufficient or do we need a PCR test?

4 hours ago, carlucas said:

Princess has just updated its Covid rules for criuses departing from UK

https://www.princess.com/plan/cruise-with-confidence/cruise-health/frequently-asked-questions/uk-southampton-cruises/

I don't see any relevant change

Am I right in thinking that Princess are saying that if the booster is older than 270 days but as long as you have had a booster you are considered fully vaccinated and can have either a lateral flow test or PCR within 3 days of boarding?

In the app go to personal information & documents. Find your security photo, it should have a small blue pen circle near the bottom of the round photo. Press that pen button and you can either retake or keep as is.

hope that helps.

2 hours ago, pete14 said:

I may be wrong, and if so, I apologise straightaway, but I think the form is to be used for excursions booked for the cruises P&O have cancelled and not ones that in theory are still due to go ahead (even though they know they won’t). The purpose of the form, or at least the one I filled in for a cancelled cruise I was booked on, is to request a refund instead of their default position of 110% OBC to be used on a future cruise that does take place. As P&O have cancelled the cruise, there is no need for individuals to cancel shore experiences or speciality restaurant bookings.

Hi, when you click on the 2nd link for the online form it takes you to a page that states the form is for refunds for pre-cruise purchases on holidays departing before 31 August 2020 which obviously at this stage haven’t yet been cancelled.

Hope that helps.

We added to a very similar thread yesterday but will post what we found here as well.

The P&O website does have a link to an online form to claim a cash refund for excursions etc but doesn't give any indication as to whether you need to cancel the excursions first. Also, no idea if we will get confirmation of this online form request or do we have to wait 60 days (as this is the time the form says it could take to come through) and hope for the best? By the way we were able to cancel only one of a few we had booked so no idea when and if we can cancel the others or indeed if we need to as we have now submitted the online form for the total amount.

All very professional.

Hope this helps.

Unfortunately the link in the email confirmation to enable us to receive the cash refund comes up with "address not valid". Who would have guessed it?????

The P&O website does have a link to an online form to claim a cash refund for excursions etc but doesn't give any indication as to whether you need to cancel the excursions first. Also, no idea if we will get confirmation of this online form request or do we have to wait 60 days (as this is the time the form says it could take to come through) and hope for the best? By the way we were able to cancel only one of a few we had booked so no idea when and if we can cancel the others or indeed if we need to as we have now submitted the online form for the total amount.

All very professional.

Funny enough I did ring the contact centre just now and they said the problem only started today and to try again in a weeks time!

Hi, trying to cancel our excursions with P&O but the site says we are unable to at this time due to a "technical difficulty" Also the website states "Please do not call the Contact Centre as they are currently unable to assist with this" Anyone else think it's just a ploy to stop you getting your money back?