CRUISE REFUND RECEIVED

[devonuk]

Did we ever clarify whether the days were inclusive of non working days or otherwise?

[mercury7289]

7 minutes ago, devonuk said:

Did we ever clarify whether the days were inclusive of non working days or otherwise?

Last week my one and only response from P&O was an E-mail of apology, in which it then said, refund would be made a minimum of 60 day,s  from receipt of cancellation. open ended or what!

Within this e-mail it also recorded that my cancellation date was 14th March at 10.46 am.

So today is day 52!

[Selbourne]

23 minutes ago, bobstheboy said:

Maybe I'm thick but I can't get my head round what you are saying.

 

If I buy a cruise that booking direct would cost £2000 and the TA are selling it for £1850, then I would expect the refund to be £1850. The £150 commission is between P&O and the T A, are you saying I would get £1700 ?

You’re not the only one - I still don’t follow it either! All I know is that I’m relieved that I booked direct and have no middle man to contend with, as that’s an added level of hassle that I could do without. I can foresee issues with some TA’s dragging their heels or playing silly buggers and even greater issues if they go bust which, I fear, some will as a result of this. 

[Joseph Bloggs]

Like many thousands of other frustrated P & O customers I am awaiting a refund. Having read all the posts on this thread I thought it might be relevant and possibly helpful to share my experience. I cancelled a number of cruises on the 11th March face to face at the premises of a well known cruise specialist. The cruises disappeared from my cruise personaliser within 24 hours. The first two were back to back commencing 5th June. I paid both together at the same time by credit card. The first one fell into the 50% FCC and 50% refund category. The FCC was immediately carried forward to a new cruise and believe it or not the 50% refund appeared on my credit card on the 13th March. In relation to the second cruise of the two, the  cruise was  cancelled on the 11th March but the balance was not due to P & O until the 25th March. The deposit (£100) was carried forward to the new cruise and I was due a refund for the remainder. This was under the normal t & c's rather than the "relaxed" ones. I spoke to someone at P & O on the 22nd April who confirmed that the refund was pending and would be returned to my credit card. She quoted the amount to be refunded which was approximately £115 less that the amount paid. This I was informed was the TA's commission. I queried this but she could not elaborate or give me any indication when the refund would be actioned other than to reiterate the 45 days or could be 60 days.

My TA forwards any payments straight to P & O who is shown as the recipient on my statement with no reference to the agent. P & O have my credit card details therefore will make the refund back to my card. I presume that customers of other agents who hang onto the money prior to forwarding it will be the ones who will be repaid by cheque. In view of the fact that P & O received exactly what I paid via the the travel agent who did not make a deduction I do not see why I should be involved in the question of their commission particularly considering the fact that the balance was only paid as it was part of a back to back and was cancelled before the balance due date. This will no doubt be a battle to be fought in the future.

[bobstheboy]

Just had message from my TA   I...     they said all refunds are now by cheque direct from P&O. If they take the TA commission out I will not be happy.

[jeanlyon]

OK, the cruise cost was £3076.  My TA knocked off the £76.  So I paid £3000 to the TA.  He sends the amount less his commission.  So I will get back £3000, less the commision that P&O gave him.  We have worked out we will be short of £165.

[pete14]

9 minutes ago, jeanlyon said:

OK, the cruise cost was £3076.  My TA knocked off the £76.  So I paid £3000 to the TA.  He sends the amount less his commission.  So I will get back £3000, less the commision that P&O gave him.  We have worked out we will be short of £165.

I have no idea whether or not you are correct. However, you seem to be suggesting that you should be refunded more than P&O received from the booking? After all you were the one who hired the agent to look after your booking, not P&O. Why should P&O pay for somebody to provide you with a service that they can provide themselves at no cost to you. 

[grapau27]

3 hours ago, jeanlyon said:

I'm sure they do.  My cheque supposedly will be coming less the TA commission.

That's what I was told too.

[grapau27]

3 hours ago, Selbourne said:

I’m a bit confused about this TA commission thing. Presumably customers get back what they paid in total for their cruise and are not left out of pocket?

P&O said TA will refund any extra we paid them above what the TA paid P&O.

[grapau27]

1 hour ago, mercury7289 said:

Last week my one and only response from P&O was an E-mail of apology, in which it then said, refund would be made a minimum of 60 day,s  from receipt of cancellation. open ended or what!

Within this e-mail it also recorded that my cancellation date was 14th March at 10.46 am.

So today is day 52!

They said my cancellation date was March 14th but because the office closed and they had to set up from home the.

Cancellation Charges were removed on April1st so the 60 days starts from then making 78 days from when they acknowledged our cancellation and refund request!!!.

[grapau27]

1 hour ago, bobstheboy said:

Just had message from my TA   I...     they said all refunds are now by cheque direct from P&O. If they take the TA commission out I will not be happy.

Phone or email P&O and ask what they are going to refund you.

If it is less than you paid your TA P&O told me the TA will refund the difference.

I contacted my TA and they confirmed this.

[Selbourne]

12 minutes ago, grapau27 said:

They said my cancellation date was March 14th but because the office closed and they had to set up from home the.

Cancellation Charges were removed on April1st so the 60 days starts from then making 78 days from when they acknowledged our cancellation and refund request!!!.

So was the delay between 14th March and 1st April was down to your TA and not P&O then? 

[jeanlyon]

39 minutes ago, pete14 said:

I have no idea whether or not you are correct. However, you seem to be suggesting that you should be refunded more than P&O received from the booking? After all you were the one who hired the agent to look after your booking, not P&O. Why should P&O pay for somebody to provide you with a service that they can provide themselves at no cost to you. 

'I will try again.  The price on the P&O invoice was £3076.  The TA gave me a discount of £76, leaving £3000.  That's what I paid the TA.  He then sends what is required to P&O less the commission that P&O pay him.  Out of that commission he gives me the £76, thus reducing his commission.  I believe he gets 7.5%, and my £76 was about 2.5% approx.  So when they refund me, they remove his commission from the £3076 and send me a cheque for the rest.  So if his commission was £230.70, that leaves £2845.30 to come to me.  He then owes me 230.70 minus £76.

[bobstheboy]

13 minutes ago, grapau27 said:

Phone or email P&O and ask what they are going to refund you.

If it is less than you paid your TA P&O told me the TA will refund the difference.

I contacted my TA and they confirmed this.

Thanks.

 

Have messaged P&O and TA. Why the customer has to get involved with TA's commission is wrong. I pay a set amount and expect that amount back.

[grapau27]

25 minutes ago, Selbourne said:

So was the delay between 14th March and 1st April was down to your TA and not P&O then? 

Down to P&O staff moving from their office to set up from home because I spoke to P&O and TA on March 13 and cancelled and email ed Paul Ludlow and his customer relations rep took over and we emailed my hospital heart attack report to her as she requested immediately and she said it would be 28 days.

She next emailed on April 1st to say cancellation charges were removed and would take 45 days for refund with no mention of starting on April 1st.

[grapau27]

30 minutes ago, bobstheboy said:

Thanks.

 

Have messaged P&O and TA. Why the customer has to get involved with TA's commission is wrong. I pay a set amount and expect that amount back.

My sentiments exactly.

My chat to the TA today I told her that P&O sent them details of cancellation charges removed on April 1st and asked why 33 days later they have not refunded the difference from what they paid P&O and I paid them.

She said she would email me this afternoon after speaking to management.

Still waiting

 

[Roger88]

I am happy for you my friend. Did you get a full refund or partial? I just read a thread about this guy who got his refund in like 3-4 days. And it was a full refund. Moreover, I doubt that those refunds are always full because if you didnt have a certain insurance you will only receive 50-70% back and it does not include excursions, deposit and taxes (as far as I am concerned)

[bobstheboy]

I didnt have any initial cancellation charges so my 14th March start date should count, not that it will make any difference, I think this will drag on and on.

 

By the way Carnival are restarting cruising on 1st August  !!!!

[Adawn47]

For definite or paper talk? 

Avril 

[grapau27]

44 minutes ago, jeanlyon said:

'I will try again.  The price on the P&O invoice was £3076.  The TA gave me a discount of £76, leaving £3000.  That's what I paid the TA.  He then sends what is required to P&O less the commission that P&O pay him.  Out of that commission he gives me the £76, thus reducing his commission.  I believe he gets 7.5%, and my £76 was about 2.5% approx.  So when they refund me, they remove his commission from the £3076 and send me a cheque for the rest.  So if his commission was £230.70, that leaves £2845.30 to come to me.  He then owes me 230.70 minus £76.

Sounds right.

[BrianI]

Just looked back on my last booking.

I booked with a large cruise specialist TA and paid by credit card. My statement shows a payment to P&O cruises of the full brochure amount and then a credit from P&O cruises which was the amount of discount from the TA. Nowhere was there a payment to or from the TA.

 

I assume that somewhere along the line there would be a commission to the TA but I don’t see that

 

Brian

 

[pete14]

38 minutes ago, jeanlyon said:

'I will try again.  The price on the P&O invoice was £3076.  The TA gave me a discount of £76, leaving £3000.  That's what I paid the TA.  He then sends what is required to P&O less the commission that P&O pay him.  Out of that commission he gives me the £76, thus reducing his commission.  I believe he gets 7.5%, and my £76 was about 2.5% approx.  So when they refund me, they remove his commission from the £3076 and send me a cheque for the rest.  So if his commission was £230.70, that leaves £2845.30 to come to me.  He then owes me 230.70 minus £76.

I understand that. However, if that is how it works, in order for you to get your full £3,000 back, from a combination of P&O and the agent, the agent is giving you their commission back to make up the full amount you paid, which means they earn nothing from the deal. I can’t see them being happy with that. Mind you, I would not be happy with P&O giving you the full £3000 and the agent, who you chose to use instead of P&O direct, their £230.70. That would leave P&O out of pocket.

[wowzz]

30 minutes ago, Roger88 said:

I am happy for you my friend. Did you get a full refund or partial? I just read a thread about this guy who got his refund in like 3-4 days. And it was a full refund. Moreover, I doubt that those refunds are always full because if you didnt have a certain insurance you will only receive 50-70% back and it does not include excursions, deposit and taxes (as far as I am concerned)

Most of your post is irrelevant to P&O, especially the comment about insurance.  

[mercury7289]

I have received an e-mail advising that my refund has been actioned for cruise J003 26th April.

 

Money returned to my credit card account for deposit and my debit card account for the balance.

 

The E-mail also shows the Authorising code for the return.

 

This was then followed up by a telephone call from the person that contacted me on Friday.

 

So there on the way folks.

 

I cancelled this cruise on the 14th March via e-mail

 

 

 

Edited May 4, 2020 by mercury7289
addition

[wowzz]

Just now, mercury7289 said:

I have received an e-mail advising that my refund has been actioned for cruise J003 26th April.

 

Money return to my credit card account for deposit and my debit account for the balance.

 

The E-mail also shows the Authorising code for the return.

 

This was then followed up by a telephone call from my the person that contacted me on Friday.

 

So there on the way folks.

 

 

 

Shows there is no logic to the refund process, as many of us here are waiting for refunds from March and early April.