COVID-19 – Flexible booking terms

We’re doing everything we can to give you added flexibility at this time. Below you’ll find a number of recent enhancements we have made to our cancellation and transfer policies.

In the current situation, it's important to be able to keep you informed of the very latest information. We want to stay in touch with you in whatever way you choose, however we recommend at this time, that email is the quickest and most efficient way to contact you, as things are changing daily.

If you have a booking with us, please visit My P&O Cruises at my.pocruises.com to ensure your contact details are up to date (please make sure all fields are completed). 

Existing bookings impacted by our temporary suspension

For bookings departing up to and including 31 July 2020

All guests on the affected cancelled sailings will automatically receive a 125% Future Cruise Credit (FCC). There’s no need to contact us; your Future Cruise Credit will be automatically applied within the coming weeks against each individual on the booking. However, those guests who would prefer a 100% cash refund should fill out this web form and refrain from calling the Customer Contact Centre. Due to the extraordinary circumstances associated with COVID-19 and the associated impact to our Customer Contact Centre team and wider business, refunds may take up to 60 days to be processed. You can find out more about FCCs here.

If you had already lined up extra experiences and treatments on board there’s no need to contact us. We will create an On Board Credit (to be used the next time you holiday with us) to the value of 110% for any purchases you may have made through My P&O Cruises and Flight Seat Booker. Those guests who would prefer a 100% cash refund should fill out this web form and refrain from calling the Customer Contact Centre. As above, refunds may take up to 60 days to be processed.

Existing bookings departing between 1 August and 31 August 2020

If you have an existing booking that’s due to sail during August 2020, you can be confident that we’re doing everything we can to ensure your ship and crew will be ready and waiting to welcome you. In order to reward your loyalty, we are pleased to be able to offer you on-board spending money to enhance your holiday; this will be credited to your on-board account and can be used for drinks, spa treatments, room service and shore experiences booked on board. The amount you’ll receive, per cabin, depends upon the number of nights you’ll be spending on board with us as follows:

  • 1-3 nights - £100 on-board spending money per cabin
  • 4-7 nights - £200 on-board spending money per cabin
  • 8-14 nights - £400 on-board spending money per cabin
  • 15+ nights - £600 on-board spending money per cabin

 

There’s no need to call us; your on-board spending money will be added automatically to your on-board account in time for departure and you will receive an updated booking confirmation in due course to confirm this. If you have a cruise booked that is departing prior to 1 September 2020 you will have received an email (subject to us having a valid email address on your booking).

Transferring your booking

In these unsettling times, to give you added reassurance and more options, we have temporarily relaxed our Transfer Policy.

This means if you're sailing between 1 August and 31 August 2020, you can now:

  • Transfer your booking to any cruise currently on sale (and not just to those within the next 12 months).
  • Transfer your booking to a cruise of higher or lower value (and not just of a higher value, as is usually the case).
  • Transfer your booking an unlimited number of times (and not just once).
  • Transfer your booking free of charge.


This can all be done up to 48 hours before departure.

Cancelling your holiday

Updated 23 April 2020

Should you wish to cancel your holiday, our new temporary cancellation policy gives you ultimate flexibility. Here’s a guide to what you need to know:

  • If you're booked on a P&O Cruises holiday sailing between 1 August and 31 August 2020, you may now cancel up to 48 hours prior to departure.
  • Holidays cancelled will receive a Future Cruise Credit (FCC) – see the table below for further details.

For all fare types.

*For fly-cruises, departure day is the date of the flight departure.

  • Your Future Cruise Credit can be used right up to the end of next year (31 December 2021) and can be redeemed against any P&O Cruises holiday sailing until the end of March 2022.
If you do not wish to take advantage of our new temporary policy you may cancel under the terms of our original policy.

The above policy applies to all of our guests, including those aged 70 or over, or with an underlying health condition.

This new policy supersedes any information you may have previously received. If you have already submitted a transfer or cancellation based on the previous policy, we will honour this and we will be in touch with confirmation in due course.

To cancel your booking and request a refund instead of the 110% Future Cruise Credit (minus cancellation fees) please call our contact centre on 0344 338 8636. Please be aware that we are experiencing a particularly high volume of calls at the moment and we apologise for your wait. If you have booked with a travel agency, please get in contact with your agent.

All bookings departing after 1 September 2020

Transferring your booking

If you are sailing after 1 September 2020 then you can take advantage of our new flexible transfer policy (in place until 1 September 2020), but we will require notice prior to the balance due date.

This means that if you have a Select Price or Early Saver booking, sailing after 1 September 2020, you can now:

  • Transfer your booking to any P&O Cruises holiday currently on sale (and not just to those within the next 12 months).
  • Transfer your booking to a cruise of higher or lower value (and not just of a higher value, as is usually the case).
  • Transfer your booking an unlimited number of times (and not just once).
  • Transfer your bookings free of charge.