Complaints

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#4
Oxfordshire
660 Posts
Joined Jun 2016
We've always had a response from him!

Yes,it's passed on to someone else, but he himself has always replied, and very promptly.

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Previous Cruises:- Seabourn Goddess II - Aug 2001 Aurora - Oct 2001 Oriana - Nov 2001 Hebridean Spirit - June 2002 Hebridean Spirit - Oct 2002 Seabourn Legend - July 2003 Seabourn Pride - Aug 2003 Adonia (Old one) - July 2004 Hebridean Spirit - Oct 2004 Aurora - Nov 2005 Aurora - Aug 2006 Arcadia - June 2007 QM2 - May 2008 Arcadia - June 2009 Arcadia - Nov 2009 Azura - April 2010 Azura - July 2011 Azura - Aug 2012 Arcadia - Oct 2012 Oceana - July 2013 Adonia - Aug 2013 Arcadia - June 2014 Adonia - Aug 2014 Arcadia - Dec 2014 Arcadia - July 2015 (2 cruises back to back) Britannia - Sept 2015 Aurora - Dec 2015 Oceana - March 2016 Britannia - July 2016
#5
London, England
3,477 Posts
Joined Jun 2011
I wrote to him two years ago and my email was forwarded to Customer Services and the Legal Department. I did receive decent compensation, though.

I though Chris Edgington had now left the company?


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#6
Oxfordshire
660 Posts
Joined Jun 2016
Well he was there in December because he replied to us.
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Previous Cruises:- Seabourn Goddess II - Aug 2001 Aurora - Oct 2001 Oriana - Nov 2001 Hebridean Spirit - June 2002 Hebridean Spirit - Oct 2002 Seabourn Legend - July 2003 Seabourn Pride - Aug 2003 Adonia (Old one) - July 2004 Hebridean Spirit - Oct 2004 Aurora - Nov 2005 Aurora - Aug 2006 Arcadia - June 2007 QM2 - May 2008 Arcadia - June 2009 Arcadia - Nov 2009 Azura - April 2010 Azura - July 2011 Azura - Aug 2012 Arcadia - Oct 2012 Oceana - July 2013 Adonia - Aug 2013 Arcadia - June 2014 Adonia - Aug 2014 Arcadia - Dec 2014 Arcadia - July 2015 (2 cruises back to back) Britannia - Sept 2015 Aurora - Dec 2015 Oceana - March 2016 Britannia - July 2016
#7
West Yorkshire UK
3,160 Posts
Joined Jul 2004
Originally posted by PRINCESSTHE BEST
You won't get him in any case. The email will be forwarded to customer relations.


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8
You should get a reply from him and he will pass it on to a senior member of customer relations who will ring you with a response, at least they did with us after I had raised a concern with him.
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Rules are for the guidance of wise men and the observance of fools. (Douglas Bader 1910-1982)
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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
2,791 Posts
Joined Feb 2005
Thereally is a post about this on a not official pando Facebook page. Time was where if it merited it emailing a high up was replied to by the person concerned. Then the email addies were posted here there and everywhere. Ofcourse they don't answer them now. A PA will be detailed off to replyou and email will be bounced to customer services.it's a case of every person thinking their complaint is very very important and that the high up must know about it. They are running the company and have a procedure in place to deal with complaints. If anything were that serious it would be passed upwards anyway.
#9
Staffordshire
1,026 Posts
Joined May 2011
I think that the customer service dept in Southamoton should be the place to complaining to and only escalate the complaint if there is no joy from them. My experience is that their response is very prompt and is excellent, adding higher management only adds another level of involvement and possibly slows down the response.

I had reason to complain in March, initially I complained on board Ventura but was disappointed with the response on board. When we got home I emailed customer services with my complaint and attached scanned copies of notes that I had received from the customer services manager on Ventura. I sent the email at 4:25pm and I was called at just after 9 am the next morning by a senior customer services adviser who apologised for our experience and assured me that she would get back to me within 48 hours after she had spoken to Ventura staff. I received an email the next day confirming that she had spoken to someone on Ventura who had agreed that we had been poorly treated and that our complaint was justified. We were offer of compensation which was a very nice surprise as I was not looking for compensation, all I wanted was acknowledgement of our disappointment and assurance that future passengers would not be subjected to what we had been subjected. I am now looking forward to a cruise on Azura in August where I will enjoy the the "Welcome on board package" and extra OBC the we have been given.