Good customer service

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.

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.

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).

Perhaps it depends on how busy they are on a particular day or who is on duty.

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.

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.

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%26O%20NAPLES%202016.pdf?token=AWzA5D2TO7rA5ZEVS5TsKXfGlS3_BKLQZJnMOhd8tVg3B2uFs4eRv1uy_hgF97L-T9-7gPcBIerDXwBh7Q7Z5D9H2Jj9-bdEEBwIGU3WICbtnC9K20aY-_xPIzWOFiM3vQz3_K450bhAwlXp0Mqva3hf

I agree that P&O customer service is excellent when it involves you making a purchase.

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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.

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 :-)

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!

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.

Going back to my original post, Accessibility emailed me again this morning with an alternative and cheaper suggestion which we accepted. Thank you Andrea!

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%26O%20NAPLES%202016.pdf?token=AWzA5D2TO7rA5ZEVS5TsKXfGlS3_BKLQZJnMOhd8tVg3B2uFs4eRv1uy_hgF97L-T9-7gPcBIerDXwBh7Q7Z5D9H2Jj9-bdEEBwIGU3WICbtnC9K20aY-_xPIzWOFiM3vQz3_K450bhAwlXp0Mqva3hf

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.