P&O Customer Service

[Megabear2]

We all know that P&O Customer Service can be very challenging to deal with but on this occasion I would like to publicly thank them for their prompt and helpful, human service.

 

As is posted elsewhere on the board I am in the middle of a major crisis with a different cruise line but had need to contact P&O to cancel a future cruise for which payment was due.  When notified on Monday P&O stepped up to help by offering compassion and assistance in handling the matter of cancellation.  Their solution was offered promptly and was very generous.  

 

This morning I had need to log in to my P&O account.  Imagine my surprise to find my aunt's "gifted" future cruise credit already transferred to my account and available for use.  Considering I only had the call with P&O late Monday afternoon I was surprised to find it there.

 

In addition to this, two overnight emails from P&O employees have arrived offering help and support in finding someone in the Princess organisation to deal with my complaint. 

 

I appreciate that I am lucky to have made contacts with some P&O staff when discussing other issues and that many may not be so fortunate, but I really do feel I must praise them for their kindness, support and help. P&O and these individuals are helping to restore my faith in the cruising industry at a time when I am at my lowest ebb. A big thank you from me.

[lindyloo22]

Good to read you are getting things sort and P&O haven been helpful, hope your Aunt is on the road to recovery

[Megabear2]

29 minutes ago, lindyloo22 said:

Good to read you are getting things sort and P&O haven been helpful, hope your Aunt is on the road to recovery

Thank you. Medically no change in condition but her sister saw her yesterday at last.  If there's any change I will update accordingly.

 

Unfortunately Global Response are not being helpful.  As a warning to all ensure you have your GHIC on you at all times as until ours is located we are paying ALL costs which the UK Government would contribute.  Well into £30,000 now!!

[jeanlyon]

It really does depend on who you get.  In 2020 when we were having difficulty like many other getting our refund, I emailed the Head Office and was finally in touch with a lovely lady who sorted it out.

 

This year, we had moved 2 cruises to 2023, one of which I hadn't noticed fell over Easter 2023 which is a nightmare at our office because I do the weekends.  I asked the TA if the deposit for the April one could be moved to the October cruise.  He said he couldn't do that which I understood, so I emailed this lady who said "as a gesture of goodwill" she would put a note on my profile to enable my TA to move the deposit which he did.

[gsmt47471015]

Its always nice when good things get reported as we as a nation do appear to favour the negatives, even if some of them are justified🙂

[Dermotsgirl]

At the end of May, I cancelled a P&O cruise for next year, and am due a refund of just under £570, as the deposit was overpaid (long story, dates back to an original booking made in Oct 2019!)

 

I was told by my travel agent that the refund would take 28 days.... but I wasn't really expecting s refund in that time. Sure enough, I haven't received the money yet, so yesterday I telephoned my travel agent.  They had to phone the 'P&O Triage Team', to find out more.

 

I'm guessing that P&O Admin is still in some disarray, and they are prioritising enquiries. Rightly so, Megabear was given immediate attention as her situation was pressing and very stressful.  My situation isn't so important, so I've been given a timescale of 10 - 14 days for my refund.

 

It's reassuring that P&O will still help in an emergency

 

I haven't had my money in my account for more than two and a half years, so I can wait, as long as I don't have to chase it up again. But, in normal circumstances, I would think that getting on for 2 months for a refund is not so good! 

[kalos]

8 hours ago, Megabear2 said:

We all know that P&O Customer Service can be very challenging to deal with but on this occasion I would like to publicly thank them for their prompt and helpful, human service.

 

In addition to this, two overnight emails from P&O employees have arrived offering help and support in finding someone in the Princess organisation to deal with my complaint. 

 

 P&O and these individuals are helping to restore my faith in the cruising industry at a time when I am at my lowest ebb. A big thank you from me.

 

Pleased you have found some caring souls that are willing to help you, credit where it's due  

 

5 hours ago, Megabear2 said:

As a warning to all ensure you have your GHIC on you at all times as until ours is located we are paying ALL costs which the UK Government would contribute.  Well into £30,000 now!!

 

Thanks for the heads up my EHIC had expired 2020  

[Megabear2]

12 minutes ago, kalos said:

Thanks for the heads up my EHIC had expired 2020

I suggest renewal immediately. We have been told 14 days for the duplicate.  The emergency company Global Response will not accept responsibility for the part covered by the GHIC until we produce it, that's one of the reasons I'm furious about the lost bag at the port. We are therefore liable for 70% of land based charges until we receive it and my brother in law who has a POA is signing his life away almost hourly with his fingers crossed!  No idea what someone with limited funds would do.  I assume they would have to work something out.

 

Having read literally 100 insurance policies since this time last year every one requires you to carry an EHIC or the new GHIC. I'm not sure everyone is aware of the fact you actually have to present that and your passport to the hospital representatives.  I gave a copy of the passport to Princess as I couldn't locate it in the confusion but I was told not sufficient by the paramedic team and luckily it was to hand in my bag ready for the airport.

[Bin man]

High Megabear being following your demise and your comments on the epic. Went into the gov site to read up on the latest as I have one at the moment noticed it talked about applying for a temporary  PRC if you couldn't produce yours .Would that not help in your Aunts case ? Other people can apply on behalf of other person don't know if that helps don't know myself if I'm talking rubbish !

[WelshmanAtSea]

Great to hear P&O have stepped up to the mark and supported where they could. 

 

Hopefully your Aunt makes a full recovery. 

 

I've not read all your recent posts (in particular the ones on the Princess forums) but I believe some individuals have been less than kind. Ignore those trolls, sad individuals who delight in others heartache really must have sad lives indeed. 

 

I must thank you though for highlighting the importance of GHIC (former EHIC) cards, I'd not checked our EHIC cards for sometime and wrongly assumed such cards were no longer required. Ours had both expired and I have just applied for new GHIC cards via gov.uk website. I am sure there are many others like myself who will be prompted by reading your experience. 

[Megabear2]

2 hours ago, Bin man said:

High Megabear being following your demise and your comments on the epic. Went into the gov site to read up on the latest as I have one at the moment noticed it talked about applying for a temporary  PRC if you couldn't produce yours .Would that not help in your Aunts case ? Other people can apply on behalf of other person don't know if that helps don't know myself if I'm talking rubbish !

Hi Binman.  Yes we applied for the temporary one which Italian hospital has accepted to continue treatment.  However the insurance company requires the "proper" card so we have applied for an emergency replacement as per government website.  

 

Unfortunately the claims handlers are insisting on lots of obstacles being cleared for each step to accept liability.  They've even argued the original Civitavecchia hospital was not a public one and my BIL had to get proof via family friend that is in fact the only public hospital in the area.

 

Currently the discussion is regarding if the move to the specialist cardiac unit is really necessary despite okaying it yesterday. 

 

This is a real learning curve for us all. Thought if you had proper insurance no problem but they'll question you and wriggle every step of the way it seems!

Edited July 14, 2022 by Megabear2

[Yorkypete]

2 hours ago, Megabear2 said:

Hi Binman.  Yes we applied for the temporary one which Italian hospital has accepted to continue treatment.  However the insurance company requires the "proper" card so we have applied for an emergency replacement as per government website.  

 

Unfortunately the claims handlers are insisting on lots of obstacles being cleared for each step to accept liability.  They've even argued the original Civitavecchia hospital was not a public one and my BIL had to get proof via family friend that is in fact the only public hospital in the area.

 

Currently the discussion is regarding if the move to the specialist cardiac unit is really necessary despite okaying it yesterday. 

 

This is a real learning curve for us all. Thought if you had proper insurance no problem but they'll question you and wriggle every step of the way it seems!

Sorry to hear about your troubles and hope the outcome is positive. I would just like to ask what a GHIC is. We have never heard of it. We had the old EHIC but that is now defunct I believe.

[wowzz]

18 minutes ago, Yorkypete said:

Sorry to hear about your troubles and hope the outcome is positive. I would just like to ask what a GHIC is. We have never heard of it. We had the old EHIC but that is now defunct I believe.

The GHIC has taken over from the EHIC.

Easy to apply for on line,  and, as Megabear has shown, is vital if you fall ill abroad. 

[Ardennais]

After reading this, I checked my EHIC and it will expire this November. Had a look on the Government website which then sends you to the NHS website and found that I could renew up to 6 months before it expires. So I’ve just done that - took less than 5 minutes for the UK GHIC application to be successful. 
 

However, I don’t think this GHIC card will cover Norway. A new EHIC card will cover Norway but I’m not eligible for one of those. 

[davecttr]

4 hours ago, Ardennais said:

After reading this, I checked my EHIC and it will expire this November. Had a look on the Government website which then sends you to the NHS website and found that I could renew up to 6 months before it expires. So I’ve just done that - took less than 5 minutes for the UK GHIC application to be successful. 
 

However, I don’t think this GHIC card will cover Norway. A new EHIC card will cover Norway but I’m not eligible for one of those. 

As I understand it Norway will accept a UK passport as a substitute if you have a GHIC card. Negotiations should be ongoing as the problem was the UK agreement for GHIC acceptance was with the EU and Norway is not in the EU.

[pete14]

Thanks for the information on GHIC card. I had an EHIC card that has expired but knew nothing of this replacement. It took literally 5 minutes to apply on govt website for me and Mrs Pete. I presume there are ‘companies’ who will charge a fee for applying for one for you (and getting basic personal details about you including your NI number) but doing it yourself is simple and free of charge.

Edited July 15, 2022 by pete14

[Jill85]

During Covid we renewed our EHIC and it's always with us.

[Rupert2251]

According to the gov website you can still use your EHIC card up to the expiry date. Ours don't expire until Oct 24.

[Megabear2]

4 minutes ago, Rupert2251 said:

According to the gov website you can still use your EHIC card up to the expiry date. Ours don't expire until Oct 24.

This is correct. Either card as long as in date does the job.  My point was to ensure that if your EHIC expired or you though you didn't need a card now to ensure you obtain one.

 

I would also suggest you keep it on your person when ashore, eg if you have a misfortune and your card is onboard and the ship sails leaving you ashore. I know many who leave the card in the safe with their passport.

[Rupert2251]

2 minutes ago, Megabear2 said:

This is correct. Either card as long as in date does the job.  My point was to ensure that if your EHIC expired or you though you didn't need a card now to ensure you obtain one.

 

I would also suggest you keep it on your person when ashore, eg if you have a misfortune and your card is onboard and the ship sails leaving you ashore. I know many who leave the card in the safe with their passport.

We always carry our card with us along with a photocopy of our passports, you can't be too careful. Thoughts are with you and your family.

[kalos]

9 hours ago, Yorkypete said:

 I would just like to ask what a GHIC is. We have never heard of it. We had the old EHIC but that is now defunct I believe.

 I was same as you ,never knew the old EHIC once expired had a replacement with the 

GHIC card . Will be sending off for one soon using link below .

 

              https://services.nhsbsa.nhs.uk/cra/start

[kruzseeka]

1 hour ago, pete14 said:

Thanks for the information on GHIC card. I had an EHIC card that has expired but knew nothing of this replacement. It took literally 5 minutes to apply on govt website for me and Mrs Pete. I presume there are ‘companies’ who will charge a fee for applying for one for you (and getting basic personal details about you including your NI number) but doing it yourself is simple and free of charge.

 

A timely reminder Pete given this will prompt quite a few to check their cards and realise they need a replacement. 

 

Although very alert to scams/rip offs now, at that time it wasn't so prevalent and we weren't tuned in to the dangers of such opportunism.. 

 

We fell into this trap the time before last when we needed to renew.  It was a bit last minute and we were in a bit of a flap so clicked on the first site which popped up and it just didn't register when we were asked for £10 to renew. They will claim to take care of it all for you - as though it's something difficult/complicated - which it isn't. 

 

We learned our lesson!  We went to the nhs site the next time.

 

Just be sure to go to the nhs site - and it may not be the top of your search list - and if you're asked to pay it's  the wrong one!

[janny444]

Hi Megabear 2....I have been reading about your " incident" with your aunt....also have read your insight into the importance of having adequate travel insurance.....very informative. Wonder how many peeps actually take in the minute detail or  just skim over the summary of their Travel insurance.

 

Do peeps realise the importance of the GHIC card thinking...its ok I have travel insurance....that will be ok....that will cover my needs ....how many actually carry it around with them....all of the time.

 

For us it will be a situation that will not arise as we have made the decision that our travelling abroad days are over....it has nothing to offer us only possible aggravation....we have seen and experienced all  what we want to see  and are now rediscovering all that our wonderful country has to offer...in its many many varied ways.....peace of mind being on of the advantages for us.

 

I appreciate that many still want to try and carry on as normal but it is a changed world and you really need to be fully aware of any possible problems and pitfalls....thank you Megabear 2 for highlighting some of them

 

I wish you well on this latest "incident" and that the outcome is what you wish for.

 

Happy cruising & adventures everyone....wherever you find them 

Edited July 15, 2022 by janny444

[Ardennais]

2 hours ago, Rupert2251 said:

According to the gov website you can still use your EHIC card up to the expiry date. Ours don't expire until Oct 24.

Yes. My husband’s card doesn’t expire until 2024 so I didn’t have to renew his card. 

I would also like to thank Megabear for highlighting the continued importance of these cards - but sorry that she had to raise the issue in such sad circumstances. 

[Yorkypete]

11 hours ago, wowzz said:

The GHIC has taken over from the EHIC.

Easy to apply for on line,  and, as Megabear has shown, is vital if you fall ill abroad. 

Thanks. We have never been advised about getting one . We only have the full insurance which we were told is all that is needed. Incidentally it would seem that not all countries are covered as Norway is not included.