On Hold with P&O


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#1
Newport, South Wales, UK
2,812 Posts
Joined Oct 2007
Just been on hold for 1hr 34mins!!!

Is this normal? Or is it a regular occurrence, absolutely shocking. When someone did answer, they couldn't help!!!
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#2
Yorkshire
1,628 Posts
Joined Aug 2011
Originally posted by newport dave
Just been on hold for 1hr 34mins!!!

Is this normal? Or is it a regular occurrence, absolutely shocking. When someone did answer, they couldn't help!!!
I would send an e-mail to [email protected] stating what you have written above asking for someone to phone you ( give them a time and phone number when they can contact you) Hope you get a better response and answer .
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#3
UK
259 Posts
Joined May 2009
Phone them on their free phone number, shown at the top of this forum.
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#4
Solihull
2,264 Posts
Joined Sep 2013
Quite normal unfortunately, but on a positive note they are keeping the base cost of cruising with them as low as the service standards....we pay our money and make our choice ☹️


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#5
Newport, South Wales, UK
2,812 Posts
Joined Oct 2007
Originally posted by silversurf
Phone them on their free phone number, shown at the top of this forum.
I did.

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#6
Newport, South Wales, UK
2,812 Posts
Joined Oct 2007
Originally posted by kalos
I would send an e-mail to [email protected] stating what you have written above asking for someone to phone you ( give them a time and phone number when they can contact you) Hope you get a better response and answer .
Was only a small issue, which in the grand scheme of things doesn't really matter. Didn't waste my time though, had plenty of other stuff to do whilst waiting for them to answer.

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#7
Glastonbury
250 Posts
Joined Sep 2012
An advantage of using a travel agent - any problems, they have to contact P&O. Either they have a quick answer direct line or are the ones on hold. I had a couple of issues with my current booking, the agent sorted them out (turned out to be a boo-boo by P&O)
#8
Newport, South Wales, UK
2,812 Posts
Joined Oct 2007
Originally posted by Barnum42
An advantage of using a travel agent - any problems, they have to contact P&O. Either they have a quick answer direct line or are the ones on hold. I had a couple of issues with my current booking, the agent sorted them out (turned out to be a boo-boo by P&O)
I am booked through a travel agent, but, as stated above, the problem was that minor it wasn't worth involving them and wasting their time.

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Caribbean Princess - Norway & Iceland 20th July 2012
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Crown Princess - Mediterranean Medley 11th May 2013
Coral Princess - Alaska Northbound 28th Aug 2013
Emerald Princess - Canaries & Iberia 31st May 2014
Thomson Majesty - Aegean Delights 10th Oct 2014
Thomson Majesty - Adriatic Explorer 17th Oct 2014
Rhapsody of the Seas - Aegean 22nd June 2015
Explorer of the Seas - Middle East & Asia 23rd Oct 2015
Celebrity Millennium - Ultimate Japan & Hong Kong with Mt Fuji by Bullet Train 13th Oct 2016
Vision of the Seas - Dubai & Emirates 23rd Jan 2017
Crown Princess - Midnight Sun & Summer Solstice 17 Jun 2017
Crown Princess - Classic Canada & New England 4th Oct 2017
P&O Oriana - Canaries & Iberia 9th Mar 2018
Sapphire Princess - Spain & France 5th May 2018
Sun Princess - 5 Day NSW Tour and New Zealand 20th Nov 2018

Royal Princess - Western Caribbean & 3 night Miami Stay 5th Jan 2019
Island Princess - Pacific Wine Country & 3 night Seattle stay 24th April 2019

Coral Princess - Rio, Iguazu Falls, South America Cruise & Machu Picchu 20th Feb 2020



#9
Chesterfield
1,024 Posts
Joined Jan 2014
Originally posted by newport dave
Just been on hold for 1hr 34mins!!!

Is this normal? Or is it a regular occurrence, absolutely shocking. When someone did answer, they couldn't help!!!
I think I replied to your post on P and o social media page as I was on hold for 1 hour and 16 minutes before putting the phone down on saturday.I too book through a TA but I had booked The Limelight Club for our cruise on Britannia and had been charged twice.As I had booked through cruise personaliser i wanted to speak to someone at P and O as I had not booked via the TA. In the end I sent a personal message via their social media page who said they would sort it out.I have sent an e mail to the CEO (although things probably won t change)to say it would really help to be told where you are in the queue.I also phoned the freephone number but I think its terrible that otherwise people are paying to hold on!
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#10
Newport, South Wales, UK
2,812 Posts
Joined Oct 2007
Originally posted by ann141
I think I replied to your post on P and o social media page as I was on hold for 1 hour and 16 minutes before putting the phone down on saturday.I too book through a TA but I had booked The Limelight Club for our cruise on Britannia and had been charged twice.As I had booked through cruise personaliser i wanted to speak to someone at P and O as I had not booked via the TA. In the end I sent a personal message via their social media page who said they would sort it out.I have sent an e mail to the CEO (although things probably won t change)to say it would really help to be told where you are in the queue.I also phoned the freephone number but I think its terrible that otherwise people are paying to hold on!
Yes, it was me. I use an app on my mobile phone WEQ4U which works over WiFi. So if it recognises the number you're ringing it does it for free. It's a bit like an automated version of the website saynoto0870. I was ringing because we'd also booked something on the personaliser and P&O system had changed my wife's email to an ancient one that is no longer in use, and had sent the confirmation there. Surprisingly, they were unable to resend the confirmation to the correct email...

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Sun Princess - 5 Day NSW Tour and New Zealand 20th Nov 2018

Royal Princess - Western Caribbean & 3 night Miami Stay 5th Jan 2019
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Coral Princess - Rio, Iguazu Falls, South America Cruise & Machu Picchu 20th Feb 2020



#11
Chesterfield
1,024 Posts
Joined Jan 2014
I have today received an email apologising for time on hold on phone. Apparently, staff training plus high volume of calls but they did say they are working out how to lessen the problem so here's hoping??
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#12
Solihull
2,264 Posts
Joined Sep 2013
They have had the same problem for way over a year now. High call volumes is a dressed up way of saying ‘not enough staff to deal with demand’.


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#13
Chesterfield
1,024 Posts
Joined Jan 2014
Originally posted by Florry
They have had the same problem for way over a year now. High call volumes is a dressed up way of saying ‘not enough staff to deal with demand’.


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i'm sure you are correct.However I did suggest having a system to know where you are in the queue (to help know whether its worth holding on or phoning back)so i'm hoping they will consider something similar.Plenty of other companies do.I think its a case of P and O not being organised when there are not enough staff to deal with demand.
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#14
Cornwall uk
131 Posts
Joined Feb 2017
I rang them twice last week in the morning's around 9am and got right through sounds like I was lucky
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#15
Stoke on Trent
608 Posts
Joined Oct 2012
Originally posted by Tikka234
I rang them twice last week in the morning's around 9am and got right through sounds like I was lucky
I think your experience is the norm and not lucky. Whenever I ring them, I get answered fairly promptly, never more than a 5 minute wait. We just don’t read about things going right because we don’t ‘report’ them on forums such as this. Obviously things sometimes go wrong but never in my experience.
#16
bucks
846 Posts
Joined Apr 2012
Originally posted by Tikka234
I rang them twice last week in the morning's around 9am and got right through sounds like I was lucky
A time 9am many of us will be at work and not be able to call so possibly a quieter time to call
#17
Edinburgh
3,686 Posts
Joined Jan 2008
I rang them a couple of times last week on the Freephone number and got through in a few minutes both times. About to ring again this morning so watch this space. Not complaints just trying to arrange our meet and greet
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P&O Aurora USA and Canada 16th September 2018
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P&O Ventura USA and Caribbean February 2020
#18
83 Posts
Joined Apr 2015
Ive rang then twice since the new year. One time I got straight through. The other time spent over 2 hours on the line before connected to a advisor gave up twice after about 45 mins.
I agree with previous poster a “ you are ** number in the queue “ would be helpful. Then would people could choose whether to hang on or try later.
#19
bucks
846 Posts
Joined Apr 2012
Originally posted by KarenandPaul
Ive rang then twice since the new year. One time I got straight through. The other time spent over 2 hours on the line before connected to a advisor gave up twice after about 45 mins.
I agree with previous poster a “ you are ** number in the queue “ would be helpful. Then would people could choose whether to hang on or try later.
Though number in the queue is only half the story

You are number 50 in the queue but we have 30 operators working today
Or
You are number 8 in the queue but we only have one operator today
#20
Chesterfield
1,024 Posts
Joined Jan 2014
Originally posted by gadabout60
Though number in the queue is only half the story

You are number 50 in the queue but we have 30 operators working today
Or
You are number 8 in the queue but we only have one operator today
I think its partly that sometimes you get through quickly is part of the problem.I too have been put through fairly quickly at times but that means that you(well me!) tends to think 'It won t be much longer, then it gets to 20 mins etc and you are torn between holding on even longer or giving up.I agree that number 50 in the queue with 30 operators is preferable to 1 with 8th in the queue but often with a queuing system you have some idea by how quickly the numbers in the queue go down.It probably didn t help that when i had the problem it was just after Christmas at the weekend.Hopefully I will have better luck next time i need to phone!
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