Update for guests booked with Thomas Cook
We are sorry to hear the news regarding Thomas Cook. All P&O Cruises holidays booked through Thomas Cook are going ahead as planned. We are contacting all guests who have current or future P&O Cruises holidays booked through Thomas Cook. We are also working on sourcing alternative flights for those travelling on Thomas Cook aircraft on our fly/Caribbean or fly/Mediterranean cruise holidays and we will update those guests as soon as we have confirmed plans.
Is my booking secure?
Your cruise booking is completely secure. We will handle every stage of your booking just as your Thomas Cook agent would have done.
If you bought any holiday extras, such as taxi transfers, you will need to contact your service provider and/or travel insurer for advice as we will only be able to honour the price quoted on our confirmation invoice.
I have paid my deposit/balance with Thomas Cook, have you received it?
Rest assured, we will take over your booking. Once we have all of your information we will manage your booking directly. If we need to verify any payments received from your agent, we will contact you to request proof of the payments you have made.
I’ve not heard anything from you
We are working through the list of guests booked with Thomas Cook and we are contacting all our guests in order of travel date.
I booked through Thomas Cook for my forthcoming cruise going from Southampton, is my booking secure?
Please travel to Southampton Port as usual.
If you purchased any holiday extras, such as taxi transfers, you will need to contact your service provider and/or travel insurer for advice.
Can I pay you directly now, rather than waiting for my booking to be moved over if my balance is due?
Yes, you are welcome to pay us today.
Will there be any difference in my price?
It’s possible that Thomas Cook has given you a discount and this may differ from our price. We will of course honour this but we may need evidence of this price. If so, we will be in contact with you shortly.
If you purchased any holiday extras, such as taxi transfers, you will need to contact your travel insurer/service provider for advice.
The agent is requesting payment from me for my balance?
Please do not pay this to the agent, all future payments should be made directly to P&O Cruises.
Can I transfer my booking to another agent?
No. We now have to manage your booking directly as a result of the situation with Thomas Cook.
I bought Travel Insurance through Thomas Cook, what happens to that?
Please contact the provider directly to check on the status.
When I booked Thomas Cook said I could have free transport?
Please contact the provider direct to check on the status, as this does not form part of your holiday package with us.
I have paid Thomas Cook for additional services (transport/parking etc)?
Please contact the provider direct to check on the status.
Who do I call now to discuss my booking or to make changes etc?
You should contact our Contact Centre department, the telephone number is P&O Cruises 0345 3555 111
I haven’t got access to the internet & therefore cannot use Cruise Personaliser, what do I do?
You can call the Contact Centre directly who will be ready to help you.
Can I book any future cruises with this agent?
You will no longer be able to book with Thomas Cook as it has ceased trading. Your current booking is now direct with us and you are able to book this way in the future if you wish. You can do this by either going on-line or calling the Contact Centre on P&O Cruises 0345 3555 111
Can I pay my balance directly into your bank account?
Yes. Please specify your booking reference and the name of the lead passenger on the payment request given to your bank.
Our bank details are:
The Royal Bank of Scotland PLC
Account Name: CARNIVAL PLC
IBAN: GB11 RBOS 1604 0020 1051 88
IBAN BIC (SWIFT): RBOS GB 2L
Sort Code: 16-04-00
Account No.: 20105188
To ensure that these payments are applied to your booking as quickly as possible, please call our Contact Centre to let them know you have made the payment. They will notify our Finance team.
I want to cancel my booking. Can you send me a complete refund please?
If you wish to cancel your booking then our standard booking conditions will apply.
I want to transfer to another cruise, can I transfer my payment also – deposit/full balance
Providing that the transfer meets our standard transfer terms we can do this as long as the relevant documents have been received as requested in the letter sent to you.
When will my booking be changed over to be managed by you?
If you have made partial payment of your booking, then once we have received all the paperwork requested we will then amend and manage your booking. There may be a delay as we are looking after a number of guests but we will make the changes as soon as we can. We will then communicate with you directly.
I have paid Thomas Cook a price which included a gift, will that be honoured?
If it was part of the original P&O Cruises holiday booking then we will honour this. If it was a booking perk offered by Thomas Cook and not part of the original package, then unfortunately we are not able to honour this.
I am paying Thomas Cook via Direct Debit, what should I do?
Please cancel your Direct Debit and pay us via our standard channels.
I am booked with another agent, but my flight is booked with Thomas Cook as part of the fly-cruise package what’s happening with my flight?
We are in the process of finding alternative airlines. As I’m sure you can appreciate, this may take some time due to the circumstances but bear with us – as soon as we have confirmed details, we will be in touch with you