How do I make a complaint?
We strive to make every P&O Cruises holiday exceptional and are keen to hear if something hasn’t gone according to plan. it is important that you raise any concerns immediately, so that we can look to resolve it as soon as possible and ensure it has minimal impact on your overall experience.
Complaints
Last updated: 19/09/2024
Customer Service and Guest Relations
Our complaint handling practices are aligned across our ship and shore teams, and we work collaboratively to resolve issues on first contact to aim to get your holiday back on track.
We have experienced customer service teams on our ships and ashore who are responsible for dealing with all pre travel, onboard and post travel issues and they should always be the first point of contact for any issues that arise.
Any complaint that has not been reviewed by our customer service teams initially will be referred to our Guest Relations team for them to investigate and respond; these will be prioritised based on date of receipt, in line with ABTA’s code of conduct.
Complaint during your cruise
For issues that occur during your cruise, it is important these are raised whilst you are on board to give our on-board teams the opportunity to investigate and rectify the problem.
If we are unable to fully resolve issues while you were on board then you can contact our Guest Relations team who will review the matter further for you. If you have received a response from our Guest Relations Team but remain unhappy, we have a defined escalation process and may consider a further review before advising on the next steps.
How to make a complaint
Please visit our Contact Us page and use the contact form, then select one of the drop-down options which is most relevant.
When will you respond to my complaint?
It is important all issues are raised as soon as possible, for on board issues no later than 28 days from your return date to ensure we can obtain the right information to give you the best response possible. Please note, we may be unable to investigate any complaints made outside of this period, which may affect any right you may have to compensation.
We work to ABTA’s Code of Conduct and always strive to resolve cases within 28 days. This can at times take longer depending on the issues you’ve raised, the level of investigation required or during some of our busier, peak periods. However, rest assured, we’ll aim to resolve your issue as soon as possible.
Independent resolution
If we exhausted our complaints process and have been unable to reach a suitable resolution, we will inform you of the next steps to pursue the matter externally. As we are a member of ABTA, you will have access to their independent dispute resolution process, which is approved by the Chartered Trading Standards. All information can be found at Travel & Holiday Support | Complaints & Compensation Advice | ABTA
Terms and conditions
For our full terms and conditions relating to complaint handling, please visit our booking terms and conditions page.
Still need help?
Still have questions? Our friendly Customer Contact Centre is always happy to help! Contact us today on 0344 338 8003.
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