CRUISE REFUND RECEIVED

[bobstheboy]

I am fortunate, like some others that being retired I am on a guaranteed income. Others with jobs or businesses will need income and without it any money owed to them is needed now. P&O are behaving disgracefully, keeping customers money for as long as they can. They are not alone, especially in the travel industry. Many, like me, will not forget.

[molecrochip]

32 minutes ago, Selbourne said:

I wondered why the form asked how much I was expecting and thought that was odd. I was very tempted to add the OBC to the amount but thought it might delay the proper refund. However, given P&O’s IT I might have got away with it!

 

As an aside, I have watched a few dramas on TV recently where the world has been devastated by catastrophic events, such as solar flares and pandemics (who’d have thought it). I might try to make my debut in the TV industry by writing a screenplay where all the critical computer infrastructures (air traffic control, military, government, HMRC etc) were all taken over by P&O. Imagine the devastation. I could be on for an Oscar...

 

P&O's FAQ have a question which says "How are refunds for travel agent bookings... being issued". Response is: "Your refund will be made directly to you either by card if you paid us directly or by cheque. When completing a refund request form, you are asked to include the amount you paid for the cruise which will be reconciled against our records and, if necessary further checks would be made" (my highlighting).

 

Some travel agents you pay and they pass on your funds hence P&O have no card details. Some travel agents put your card details straight through the agent website and P&O take the funds direct hence they have your card details.

[grapau27]

19 minutes ago, AndyMichelle said:

Just spoke to our ta regarding one of our refunds. 

She stated that, whichever way you booked, if you paid by card you will be refunded on your card and NOT be paid by cheque. 

She also said that it does not matter if you have a new card as the account is the same. 

She said it could take up to 60 days so we asked if that was working days and she said no!!! 

I am not claiming any of this is correct, just what a very reputed cruise specialist has just told us. 

Andy 

 

P&O customer relations reps email says cheque to us and TA should know this.

C22 TA says unaware of this but 

60-90 days which would indicate 60 working days.

You would expect them to agree what story they are telling us!!

 

 

[miniyorkie]

14 minutes ago, grapau27 said:

P&O customer relations reps email says cheque to us and TA should know this.

C22 TA says unaware of this but 

60-90 days which would indicate 60 working days.

You would expect them to agree what story they are telling us!!

 

 

Graham - I am intrigued by your cryptic T/A info but cannot work it out. Can you give me another clue please. I think we may have been neighbours on the Azura cruise as for the first time ever I had booked an Aft balcony cabin and was quite looking forward to the vista. I have not heard anything from my T/A since they kindly rang me on the 15/3/2020 to ask if i wanted a refund or a FCC. At that point I assumed that the refund  would go through promptly  without any problems.   

[AnnieC]

1 hour ago, Selbourne said:

I might try to make my debut in the TV industry by writing a screenplay where all the critical computer infrastructures (air traffic control, military, government, HMRC etc) were all taken over by P&O. Imagine the devastation. I could be on for an Oscar...

Ha ha, one of the funniest things I've seen in weeks.😂 Thank you.

[jh1809]

13 hours ago, grapau27 said:

Everyone's circumstances are different.

The frustration for me is the law says 14 days,

I initially was told 28 days.

Then I was told 45 days.

Then I was told 60 days.

And the TA said 60-90 days.

When we ring P&O we get cut off several times then wait an hour to finally get through then keep getting told a different story.

The TA wait is 1-1.5 hours then they say they have heard nothing from P&O.

Way back at the very start, P&O were saying I'd be refunded within a week. Since then, the time they've quoted has continued to increase. It's like one of those dreams where, however hard you try, you can never get any closer to your destination. I appreciate there are reasons for it to take longer than normal, but 90 days would be a bit much.

[peteukmcr]

Interestingly I have been advised that P&O have stopped accepting emails to the normal customer service email address and anything sent receives the following

 

"This mailbox is no longer in use"

 

The reason I know this is that I have submitted a case to an independent issue resolution service which compiles the details of your issue and formats a 'letter' to be sent to the company you have an issue with and then escalates this if the issue is not resolved and then onto ABTA if it is still not resolved.

 

I also know that my case adds evidence to an article that is being discussed with P&O for the BBC. Interesting how that turns out. I doubt P&O will come up smelling of roses.

[mercury7289]

1 hour ago, grapau27 said:

I think we all accepted 14 days was not going to happen.

It was being told 28 days

Then 45 days

Then 60 days  

Then TA says 60-90 days.

Then waiting 1-2 hours on the phone to TAs and P&O and told conflicting stories that is concerning especially when a lot of money is involved and it is not whinging like you said which is insulting.

The 45 day refund, actually says within 45 days!

The 60 day refund say's up to 60 days!

 

[Eglesbrech]

2 minutes ago, peteukmcr said:

Interestingly I have been advised that P&O have stopped accepting emails to the normal customer service email address and anything sent receives the following

 

"This mailbox is no longer in use"

 

The reason I know this is that I have submitted a case to an independent issue resolution service which compiles the details of your issue and formats a 'letter' to be sent to the company you have an issue with and then escalates this if the issue is not resolved and then onto ABTA if it is still not resolved.

 

I also know that my case adds evidence to an article that is being discussed with P&O for the BBC. Interesting how that turns out. I doubt P&O will come up smelling of roses.

You can make a report to the CMA as well.

 

I would Unfortunately not hold your breathe for ABTA doing anything, bad publicity however may achieve something. Can you expand on what the BBC are doing?

[Eglesbrech]

2 minutes ago, mercury7289 said:

The 45 day refund, actually says within 45 days!

The 60 day refund say's up to 60 days!

 

Yes it does so the excuse of 45 “working” days is completely erroneous.

 

 

[AndyMichelle]

32 minutes ago, grapau27 said:

P&O customer relations reps email says cheque to us and TA should know this.

C22 TA says unaware of this but 

60-90 days which would indicate 60 working days.

You would expect them to agree what story they are telling us!!

 

 

We just spoke to P&O and they confirm both cancellations, one booked direct, one through a ta, will both be returned to our card 'in due course'... 

No mention of cheques, but that may only be because they have our card details for the direct booking. 

About a 20 minute wait to get through to a polite lady who could tell us very little regarding timescales.. 

Andy 

[peteukmcr]

1 minute ago, Eglesbrech said:

You can make a report to the CMA as well.

 

I would Unfortunately not hold your breathe for ABTA doing anything, bad publicity however may achieve something. Can you expand on what the BBC are doing?

Unfortunately I don't know any more details, it's a friend of mine who advised me that they are working on an article for the BBC and are talking to P&O. I know going to ABTA will be next than useless, but am hoping a resolution can be achieved before that stage as escalation to them doesn't happen for 56 days after the original submission (following 2 stages of escalation within P&O) and that would mean the refund outstanding for around 100 days.

[mercury7289]

8 minutes ago, peteukmcr said:

Interestingly I have been advised that P&O have stopped accepting emails to the normal customer service email address and anything sent receives the following

 

"This mailbox is no longer in use"

 

The reason I know this is that I have submitted a case to an independent issue resolution service which compiles the details of your issue and formats a 'letter' to be sent to the company you have an issue with and then escalates this if the issue is not resolved and then onto ABTA if it is still not resolved.

 

I also know that my case adds evidence to an article that is being discussed with P&O for the BBC. Interesting how that turns out. I doubt P&O will come up smelling of roses.

I e-mailed; paul.ludlow@carnivalukgroup.com and helen.lamb at same address yesterday,

I had a reply from Executive.Correspondence@carnivalukgroup.com. standard letter?

Saying Paul has noted your comments etc etc

So this box is still open!

[grapau27]

40 minutes ago, miniyorkie said:

Graham - I am intrigued by your cryptic T/A info but cannot work it out. Can you give me another clue please. I think we may have been neighbours on the Azura cruise as for the first time ever I had booked an Aft balcony cabin and was quite looking forward to the vista. I have not heard anything from my T/A since they kindly rang me on the 15/3/2020 to ask if i wanted a refund or a FCC. At that point I assumed that the refund  would go through promptly  without any problems.   

Until recently they were on Tuesday night on Channel 22 at 8pm.

We had cabin B753 booked on Azura TA 

Edited April 29, 2020 by grapau27

[Selbourne]

17 minutes ago, jh1809 said:

It's like one of those dreams where, however hard you try, you can never get any closer to your destination. 

I regularly have that type of dream and have often wondered if it is indicative of anything?  That is a serious question by the way!

[peteukmcr]

1 minute ago, mercury7289 said:

I e-mailed; paul.ludlow@carnivalukgroup.com and helen.lamb at same address yesterday,

I had a reply from Executive.Correspondence@carnivalukgroup.com. standard letter?

Saying Paul has noted your comments etc etc

So this box is still open!

I was in correspondence with Helen Lamb but following her latest out of office I forwarded my email to executive.correspondence@carnivalgroup.com and Paul Ludlow but as yet have not received any reply.

[mercury7289]

2 minutes ago, peteukmcr said:

I was in correspondence with Helen Lamb but following her latest out of office I forwarded my email to executive.correspondence@carnivalgroup.com and Paul Ludlow but as yet have not received any reply.

 

2 minutes ago, peteukmcr said:

I was in correspondence with Helen Lamb but following her latest out of office I forwarded my email to executive.correspondence@carnivalgroup.com and Paul Ludlow but as yet have not received any reply.

is the address case sensitive? Capital E and Capital C ????????????

Edited April 29, 2020 by mercury7289
TO MANY E'S

[grapau27]

11 minutes ago, mercury7289 said:

I e-mailed; paul.ludlow@carnivalukgroup.com and helen.lamb at same address yesterday,

I had a reply from Executive.Correspondence@carnivalukgroup.com. standard letter?

Saying Paul has noted your comments etc etc

So this box is still open!

Same email I got on Monday.

I emailed her back but as yet have not had another email.

My previous contact Emily Cole email came back on Monday saying out of the office till May 4th and why I emailed Paul Ludlow again.

Edited April 29, 2020 by grapau27

[jeanlyon]

I have had a response from my P&O lady today.  She confirms that I will be receiving a cheque, not the Travel Agent.  They are trying to stick to the original 45 days, but it may be a bit longer.

[grapau27]

21 minutes ago, mercury7289 said:

The 45 day refund, actually says within 45 days!

The 60 day refund say's up to 60 days!

 

Yes that was what I was told.

No mention of working days (only mon- Fri for finance staff)

[jeanlyon]

She also told me that "one member of the finance team collects the cheques and then has to post them - a job that would normally be carried out by a team of people"  No wonder it's slow.

[grapau27]

4 minutes ago, jeanlyon said:

I have had a response from my P&O lady today.  She confirms that I will be receiving a cheque, not the Travel Agent.  They are trying to stick to the original 45 days, but it may be a bit longer.

Thanks Jean.

Andy has just posted saying P&O said they are putting money back onto his card.

They are telling us all conflicting stories.

 

[AndyMichelle]

1 minute ago, jeanlyon said:

She also told me that "one member of the finance team collects the cheques and then has to post them - a job that would normally be carried out by a team of people"  No wonder it's slow.

Completely opposite to what our ta has told us this morning. 

They categorically said that if you paid on card, you will be refunded by card, regardless of whether you booked direct or not. 

Not saying they are right, just repeating what a Chesterfield based cruise agent is telling people.

Andy 

[AndyMichelle]

1 minute ago, AndyMichelle said:

Completely opposite to what our ta has told us this morning. 

They categorically said that if you paid on card, you will be refunded by card, regardless of whether you booked direct or not. 

Not saying they are right, just repeating what a Chesterfield based cruise agent is telling people.

Andy 

Oh, and P&O also said we we will be refunded on to our card... . 

Who knows what reality will be... 

Andy 

[grapau27]

3 minutes ago, AndyMichelle said:

Oh, and P&O also said we we will be refunded on to our card... . 

Who knows what reality will be... 

Andy 

Day 47.

TA agent I spoke to on Monday said he was back today and would ring me.

He was forwarding email I received from P&O to his management on Monday.