P&O sold Adonia but will not give us our deposits back on a Back to Back cruise.

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#1
19 Posts
Joined Jan 2010
Seeking advice. P&O have sold Adonia which will be gone to Azamara from March 2018. We have booked a back to back Christmas and NewYear on Azura & Adonia for Dec 18 to Jan 19. P&O cancel our cruise and yet refuse to give me all of our deposits back as they, P&O booked each cruise separately on different booking references, although we were given a discount for booking aback to back albeit on two different ships. P&O say, you have two separate bookings,I say, yes but I booked them at the same time you at P&O accepted the booking as a back to back, so I should be entitled to all of my deposits back absolutely. To make it clear, they will refund Adonia deposit but not that of Azura, I think they are being unfair. What’s your opinions? Or advice of who to contact at P&O to get this sorted as the 08 number is not cheap with a 2 hours wait once answered.
#2
1,298 Posts
Joined Apr 2010
What do the booking T&Cs say?

There is no reason you can't do the first cruise as nothing has been cancelled.

P&O are therefore probably legally sound, you may have to argue the moral ground to get Azura cancelled and money refunded, or ask if there is an alternative for the second cruise.

For a number use saynoto0870, but complaints should always be in writing.
#3
Surrey
393 Posts
Joined Mar 2013
I do sympathize with your problem. I would have thought that you deserve to get your money back on the Azura cruise, although it was separate bookings and you are aware of that, but to you it is classified as one holiday. Unfortunately they cover themselves in their terms and conditions, but would have thought as a gesture of goodwill to try and keep your custom they would offer you your deposit back. Their freephone number is 0800 0523840 also an email address which you could try is [email protected]
#4
19 Posts
Joined Jan 2010
Since posting this P&O have now agreed to allow cancellation of both parts of my cruise. Doing the calculations of keeping the first cruise as booked and then doing a back to back on the same ship Azura the costs to me is an extra £800 but now they are offering a OBC of £700 and a £200 discount allowance by booking another cruise,so I guess it works out almost the same as my original booking by P&O now giving an OBC of £700 whereas previously my Adonia booking only generated an OBC of £85. But the stops on the second half on the B-B are almost identical to the first. At least now I have the options of cancelling both parts and either re-booking with P&O or going back to the drawing board.
#6
Solihull
2,176 Posts
Joined Sep 2013
Just in case you need to call again, there is a free phone number sited in the stickies on the forum page x


Sent from my iPhone using Forums
#7
Batehaven, Australia
10,073 Posts
Joined Mar 2006
Good result for you in the end. Despite all the publicity re selling of Adonia, My T/A here still has not notified me of cancellation of my booked cruises D812/D813 due to sale of Adonia. Does that mean P&O has not yet notified overseas t/a's? The T/A is one of the largest cruise t/a's in Australia with a sister company in UK.

This has been a debacle. The fact that P&O announced the sale on FB prior to notifying all agents and customers is unforgiveable.

I wonder what will happen if I hit P&O for $12,000 which is the cost of two business class return airfares, SYD - LHR - SYD on Cathay Pacific which I have paid for, plus a few hotels and car hire in UK?
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Cheers..(Uncle) LES - Princess Captains Circle Elite. - 460 days.

Cruised with Princess, Celebrity, Cunard, P&O Australia, P&O UK, Carnival, Sitmar, Sydney Harbour Ferries. World Cruise, plus British Isles, Europe, Med, Greek Isles, Transatlantic, Asia, USA, Panama Canal, South America, Central America, Caribbean, Alaska, Canada, Japan, South Pacific, Australia, New Zealand.!

**Last cruise: Queen Mary 2 - Sydney - HK, 16 nights, 2 - 18 March 2017.

**Next: (We were booked on Adonia x 2, but they sold the ship on us.)
Sapphire Princess - 26 May 2018, Scandinavia, ex Southampton - 7 nights B2B with..
Sapphire Princess - 2 June 2018, Baltic Heritage, ex Southampton - 14 nights.
Royal Princess - 18 June 2018 - British Isles, ex Southampton - 12 nights.

'Adventure before Dementia - Live for Today !!'
#8
Tasmania, Australia
672 Posts
Joined Feb 2012
Originally posted by NSWP
Good result for you in the end. Despite all the publicity re selling of Adonia, My T/A here still has not notified me of cancellation of my booked cruises D812/D813 due to sale of Adonia. Does that mean P&O has not yet notified overseas t/a's? The T/A is one of the largest cruise t/a's in Australia with a sister company in UK.

This has been a debacle. The fact that P&O announced the sale on FB prior to notifying all agents and customers is unforgiveable.

I wonder what will happen if I hit P&O for $12,000 which is the cost of two business class return airfares, SYD - LHR - SYD on Cathay Pacific which I have paid for, plus a few hotels and car hire in UK?
Hi Les,
our TA , here in Australia, hasnt been notified either, he only knows because I told him. He has been trying to contact P&O in UK, but no response so far.
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#9
Batehaven, Australia
10,073 Posts
Joined Mar 2006
Originally posted by tassietravellers
Hi Les,
our TA , here in Australia, hasnt been notified either, he only knows because I told him. He has been trying to contact P&O in UK, but no response so far.
Thanks, one would have thought the smoke signals from Carnival UK at Southampton would have been noticed over here by now. Just shows P&O UK don't care too much about business from the likes of us. I have already fired off another E mail to my agent and P&O UK re not being officially advised.

Good luck with your future plans. As you see I have slotted some cruises in to replace Adonia. On the real big ships though, not real keen on them from experience.
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Cheers..(Uncle) LES - Princess Captains Circle Elite. - 460 days.

Cruised with Princess, Celebrity, Cunard, P&O Australia, P&O UK, Carnival, Sitmar, Sydney Harbour Ferries. World Cruise, plus British Isles, Europe, Med, Greek Isles, Transatlantic, Asia, USA, Panama Canal, South America, Central America, Caribbean, Alaska, Canada, Japan, South Pacific, Australia, New Zealand.!

**Last cruise: Queen Mary 2 - Sydney - HK, 16 nights, 2 - 18 March 2017.

**Next: (We were booked on Adonia x 2, but they sold the ship on us.)
Sapphire Princess - 26 May 2018, Scandinavia, ex Southampton - 7 nights B2B with..
Sapphire Princess - 2 June 2018, Baltic Heritage, ex Southampton - 14 nights.
Royal Princess - 18 June 2018 - British Isles, ex Southampton - 12 nights.

'Adventure before Dementia - Live for Today !!'
#10
19 Posts
Joined Jan 2010
Originally posted by NSWP
Good result for you in the end. Despite all the publicity re selling of Adonia, My T/A here still has not notified me of cancellation of my booked cruises D812/D813 due to sale of Adonia. Does that mean P&O has not yet notified overseas t/a's? The T/A is one of the largest cruise t/a's in Australia with a sister company in UK.

This has been a debacle. The fact that P&O announced the sale on FB prior to notifying all agents and customers is unforgivable.

I wonder what will happen if I hit P&O for $12,000 which is the cost of two business class return airfares, SYD - LHR - SYD on Cathay Pacific which I have paid for, plus a few hotels and car hire in UK?
Having just recently left OZ after 12 years to live in Spain, being a retiree Australia would not allow us to become a PR although we are and were totally self funded (another story). I do see and sympathise with you not being informed. I think P&O Australia look after the Australian bookings of P&O international. I think they would have been informed as our and other UK agents were with a standard letter of the sale of Andonia. I also think that it could just be that handling agents of P&O UK in Oz are a little dilatory, I do now though my UK agent that the staff at P&O UK have been overwhelmed by customers phoning direct to re-book and agents calling to re-book or enquire and that the wait times were 2 hours.

I also think that whilst in my case I have been adequately sorted I did have to outline my own situation clearly to them before they would offer me a complete refund without penalty. As it went on, because I wanted to spend a longer time in the warmth this year after our first winter back in the northern hemisphere shook our bones we have been able to re-book on a different ship in the Caribbean and received the £200 extra credit for re-booking and a 10% overall deduction for booking back to back, so overall, plus because, we are now booking on present offers we received a much high OBC, substantially so. For us it has worked out well but I can imagine how you feel but to their credit P&O are generally fair.

Having been a cruiser for over 25 years I have travelledwith most and have had issues with most and again, to be fair, they have allalways sorted me out with either a great future credit deal or as in one case Iwalked of the ship carrying $7,000 Aussie dollars when my suite wasunsatisfactory, that was Holland & America. I also turned up for a cruiseon Princess in Singapore when the ship came out of refurb and the cruise was cancelled as passengers were booking in at the terminal. Again I used my own resourcesto fly straight back to Oz on a flight within hours and whilst most passengers were still stuck in Singapore waiting for Princess to help them travel backhome, we were already home. Again Princess which are part of Carnival as areP&O paid our claim in full and gave us a full cruise future credit to thevalue of that cruise and refunded the whole cruise money. What a deal!


RCI are the same we have had similar issues with them but they have always accommodated us to our benefit. So don’t give up be charming towards them in dealing and they will reward you, that’s what ships and their service agents do, look after their guest better than any other type of holiday company. Good luck but I’m sure you’re already in safe hands through your agent,unless it’s Flight Centre, sorry my experience with them is not a good one,ever.
#11
Staffordshire
1,969 Posts
Joined Sep 2010
Originally posted by NSWP
Thanks, one would have thought the smoke signals from Carnival UK at Southampton would have been noticed over here by now. Just shows P&O UK don't care too much about business from the likes of us. I have already fired off another E mail to my agent and P&O UK re not being officially advised.

Good luck with your future plans. As you see I have slotted some cruises in to replace Adonia. On the real big ships though, not real keen on them from experience.
Don't take it personally that P&O don't care because you are Australian, P&O senior management and customer services don't care and treat all their customers with contempt whatever their nationality even those in the UK.
#12
Lancashire
2,948 Posts
Joined Feb 2011
Originally posted by NSWP
I wonder what will happen if I hit P&O for $12,000 which is the cost of two business class return airfares, SYD - LHR - SYD on Cathay Pacific which I have paid for, plus a few hotels and car hire in UK?
That would depend on which country's law your contract with P&O is under. I suspect it would be Australian law, in which case I wouldn't have a clue; but if it's under UK law, you would have a clear breach of contract on their part and so you should be able to recover consequential losses which are reasonably foreseeable. And obviously if they knew you live in Australia, it's foreseeable that you would have to get here. In their mitigation of losses, they could point out that you are doing other things in the UK so your flight costs should be allocated between your various activities; if you decided to come anyway and did something else, then they wouldn't have to pay.
#13
UK
274 Posts
Joined Jun 2006
As I've pointed out elsewhere, the (UK) contract allows actions such as P&O have taken and expressly excludes compensation for any consequential loss. So it's not a breach of contract and any claim would depend on proving the relevant clauses were invalid.
#14
UK
235 Posts
Joined Jun 2015
P&O on Facebook have replied to people, to tell them to contact them, if they’ve incurred additional expenses which they wish to claim. It appears P&O realise they are going to need to refund some of these costs where reasonable. Even those in the UK have flights, hotels, parking, etc all prepaid for. Not sure £12,000 flights would be considered reasonable though, my flights to Oz didn’t cost anywhere near that!! If you’ve booked through your travel agent then it’ll be different, as your contract will be with your TA rather than P&O, I am unsure in that case how you’d proceed.
#15
Batehaven, Australia
10,073 Posts
Joined Mar 2006
To you nice people on CC..thanks to all for your comments and advice. Yes we were doing other things beside the Adonia cruises D812/D813, like a week in the Cotswolds including a niece's wedding at Stow in the Wold. So we were going anyway and the cruises now cancelled were all part of it.

Anyway, despite Adonia cancellation, we are still going and lucky to be able to afford to travel at the pointy end of the aircraft. As I have said, we have slotted in three cruises to replace the Adonia ones, Sapphire Princess - Scandinavia, B2B Sapphire Princess - Baltic Heritage, so 21 days B2B on that one, couple of nights in Southampton, then 12 nights - Royal Princess - British Isles. Done quite a few with Princess and always book direct with Princess for those. Nice but not the same as the Adonia ones.

No doubt next week we will hear from my agent.

Thanks again and happy cruising to all.
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Cheers..(Uncle) LES - Princess Captains Circle Elite. - 460 days.

Cruised with Princess, Celebrity, Cunard, P&O Australia, P&O UK, Carnival, Sitmar, Sydney Harbour Ferries. World Cruise, plus British Isles, Europe, Med, Greek Isles, Transatlantic, Asia, USA, Panama Canal, South America, Central America, Caribbean, Alaska, Canada, Japan, South Pacific, Australia, New Zealand.!

**Last cruise: Queen Mary 2 - Sydney - HK, 16 nights, 2 - 18 March 2017.

**Next: (We were booked on Adonia x 2, but they sold the ship on us.)
Sapphire Princess - 26 May 2018, Scandinavia, ex Southampton - 7 nights B2B with..
Sapphire Princess - 2 June 2018, Baltic Heritage, ex Southampton - 14 nights.
Royal Princess - 18 June 2018 - British Isles, ex Southampton - 12 nights.

'Adventure before Dementia - Live for Today !!'
#16
UK
274 Posts
Joined Jun 2006
Originally posted by Goosebear Mum
If you’ve booked through your travel agent then it’ll be different, as your contract will be with your TA rather than P&O, I am unsure in that case how you’d proceed.
Almost certainly, the contract with the TA is only for them to act as a booking agent for you. They are not responsible for what P&O do after the booking is made.
#17
Batehaven, Australia
10,073 Posts
Joined Mar 2006
Originally posted by Teddy123
Almost certainly, the contract with the TA is only for them to act as a booking agent for you. They are not responsible for what P&O do after the booking is made.
Which applies to us Aussies, as we cannot book direct with P&O UK, have to go through an agent or through P&O Australia. My agent charges $300 fee for cancellations, better not in this case, not our fault.
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Cheers..(Uncle) LES - Princess Captains Circle Elite. - 460 days.

Cruised with Princess, Celebrity, Cunard, P&O Australia, P&O UK, Carnival, Sitmar, Sydney Harbour Ferries. World Cruise, plus British Isles, Europe, Med, Greek Isles, Transatlantic, Asia, USA, Panama Canal, South America, Central America, Caribbean, Alaska, Canada, Japan, South Pacific, Australia, New Zealand.!

**Last cruise: Queen Mary 2 - Sydney - HK, 16 nights, 2 - 18 March 2017.

**Next: (We were booked on Adonia x 2, but they sold the ship on us.)
Sapphire Princess - 26 May 2018, Scandinavia, ex Southampton - 7 nights B2B with..
Sapphire Princess - 2 June 2018, Baltic Heritage, ex Southampton - 14 nights.
Royal Princess - 18 June 2018 - British Isles, ex Southampton - 12 nights.

'Adventure before Dementia - Live for Today !!'
#18
Wimborne, Dorset
865 Posts
Joined Sep 2009
Originally posted by Florry
Just in case you need to call again, there is a free phone number sited in the stickies on the forum page x


Sent from my iPhone using Forums
In addition, P&O now publicise their local rate number as 0344 338 8003
#19
Sunderland England
5,158 Posts
Joined Dec 2016
Originally posted by NSWP
To you nice people on CC..thanks to all for your comments and advice. Yes we were doing other things beside the Adonia cruises D812/D813, like a week in the Cotswolds including a niece's wedding at Stow in the Wold. So we were going anyway and the cruises now cancelled were all part of it.

Anyway, despite Adonia cancellation, we are still going and lucky to be able to afford to travel at the pointy end of the aircraft. As I have said, we have slotted in three cruises to replace the Adonia ones, Sapphire Princess - Scandinavia, B2B Sapphire Princess - Baltic Heritage, so 21 days B2B on that one, couple of nights in Southampton, then 12 nights - Royal Princess - British Isles. Done quite a few with Princess and always book direct with Princess for those. Nice but not the same as the Adonia ones.

No doubt next week we will hear from my agent.

Thanks again and happy cruising to all.
I am pleased you have made a positive outcome out of the P&O fiasco and hope you have a great time.
#20
Teignmouth
318 Posts
Joined Aug 2011
Originally posted by Teddy123
As I've pointed out elsewhere, the (UK) contract allows actions such as P&O have taken and expressly excludes compensation for any consequential loss. So it's not a breach of contract and any claim would depend on proving the relevant clauses were invalid.
Some sweeping statements here Teddy123.
The fact that P&O have a clause that excludes compensation for consequential loss does not legally 'allow actions' if it is unfair to the consumer, no matter if the consumer accepted the terms and conditions when booking. The consumer did not have the opportunity to negotiate the terms of the contract so the contract, to be valid, has to be equally fair to both sides. I refer you to the Consumer Rights Act 2015 (formerly the Unfair Terms in Consumer Contracts 1999).

You state 'Any claim would depend on proving the relevant clause were invalid'. You certainly do not have to prove that. There is a procedure by which you claim recompense for loss.
1) You write to the company stating your claim with supporting evidence.
2) If the reply is unsatisfactory you write a 'formal letter of pre court action' outlining your case and the amount you are claiming, and also offering them mediation to settle the matter if they so wish.
3) It there is no resolution ( and in many cases the company will settle if the claim is fair ) then there is a simple application form for recompense which you send to the Claims Court. Details of that are available on line.
It is up to the Court to consider whether you have been treated unfairly and decide the outcome. If the company fails to defend the action then the applicant wins by default.

I have used the process (against P&O) and they settled after the formal letter. The cost of it is minimal, in my case 3 first class stamps.

It rather appears from recent posts that they are considering compensation for incurred losses because of their action, so they will know that they are on unsafe ground if they hide behind their Clause 42. The last thing they will want is a successful court judgement against them.