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 temporary enhancements we have made to our transfer policy.

In the current situation, it's important to be able to keep you updated with 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 for us to contact you as things are changing daily.

If you have a booking with us, please visit My P&O Cruises to ensure your contact details are up to date (please make sure all fields are completed, and in particular your email address). 

Existing bookings impacted by our temporary pause

Cruises on Ventura are cancelled up until 3 October 2021

Cruises on Azura are cancelled up until 10 December 2021

Cruises on Arcadia are cancelled up until 27 March 2022

Cruises on Aurora are cancelled up until 13 April 2022

Seven and fourteen night Britannia fly-cruises which start or end in St Lucia up until March 2022

Cruises impacted by 30 September announcement 

If your holiday was affected by the update to our vaccination policy announced on the 30 September 2021, you can receive an enhanced Future Cruise Credit worth 125% of monies paid to date towards your holiday. If you had booked this cruise using your FCC from a previously cancelled cruise, you will receive the same value of that FCC back. If the value of your FCC payment was less than the value of the standard payment terms, you will receive the relevant FCC amount back and 125% of the cash element of the payment, as an FCC. Any additional monies paid will be returned as an FCC.

7- and 14-night Britannia fly-cruises which start or end in St Lucia up until March 2022

Guests on cruise B124B will automatically receive a Future Cruise Credit worth 125% of monies paid. If you had booked cruise B124B using an FCC from a previously cancelled cruise, you will receive the same value of that FCC back. If the value of the FCC payment was less than the value of cruise B124B, you will receive 125% FCC for the cash element of monies paid.

All other guests who have had their cruise cancelled (announced 22 June 2021 or 27 July 2021) will automatically receive a Future Cruise Credit worth 125% of the standard deposit terms, and 100% of any additional monies paid. If you had booked this cruise using your FCC from a previously cancelled cruise, you will receive the same value of that FCC back. If the value of your FCC payment was less than the value of the standard deposit, you will receive the relevant FCC amount back and 125% of the cash element of the deposit paid, as an FCC.  Any additional monies paid will be returned as an FCC.

This Future Cruise Credit can be redeemed against any cruise on sale at the time of booking. Cruises currently on sale run through to April 2023. Alternatively, you can fill in the web form for a 100% refund. If you’re looking to use it for a specific date, itinerary or ship, please do book early as 2022/23 sailings are filling up.

Please note, where guests have booked their own scheduled flights to/from St Lucia the FCC will not be covered by ABTA's scheme of financial protection, although any booking you make using the FCC will be protected up to the amount of the refund due on your original booking. We advise you contact your air provider or booking agent to discuss options in relation to your scheduled flight. These FCCs can be used at any time as they have no expiry date and can be used against any P&O Cruises holiday on sale at the time of booking.

Please note our vaccination policy has changed for cruises sailing from 25 September 2021 up to and including 27 March 2022; you can review full details here.

There’s no need to contact us; in the coming weeks your Future Cruise Credit will be automatically applied against each individual on the booking. You can find out more about FCCs here.

Those guests who would prefer a 100% cash refund should fill out this web form and refrain from calling the Customer Contact Centre. We are working to process all new and outstanding refund requests as quickly as possible. Due to the extraordinary circumstances associated with COVID-19 we are dealing with an unprecedented level of refunds and FCCs at this time so please bear with us. We appreciate your patience. You have until 31 December 2021 to request a refund.

Refunds for pre-cruise purchases

Any purchases for extra experiences you made through My P&O Cruises, Flight Seat Booker, your travel agent or our Customer Contact Centre will be automatically refunded. For all other enquiries, please fill out the form on our contact us page.

All bookings still scheduled to depart in 2021 and 2022

Updated 30 September 2021

Transferring your booking

If your holiday is unaffected by our latest pause but you would like to reschedule, you can take advantage of our free flexible transfer policy up to the date the balance for your holiday is due. This means that if you have a Select Price or Early Saver booking you can:

  • 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 booking free of charge.

 

Should you wish to transfer your booking you should call our Customer Contact Centre or your travel agent if you booked with them.

This policy modifies the transfer policy in our Booking Conditions.  This policy may be changed or withdrawn at any time without notice.

Cancelling your holiday

P&O Cruises Select Price and Early Saver holidays due to sail on or before 4 October 2021:

If you're booked on a P&O Cruises holiday due to sail on or before 4 October 2021 that is unaffected by our latest pause and wish to cancel, P&O Cruises shall be entitled to levy a cancellation charge as a percentage of the price paid in accordance with the following scales. 

P&O Cruises Select Price and Early Saver:

Period before departure within which written notice of cancellation is received by P&O Cruises Cancellation charges (percentage of price)
From the date of booking until 31 days before departure Deposit 
30-16 days 75%
15-4 days 90%
Less than 4 days 100% (or 100% FCC if fail pre-screening or testing)


Saver:

Period before departure within which written notice of cancellation is received by P&O Cruises Cancellation charges (percentage of price)
From the date of booking until departure, including failure to embark. 100% (or 100% FCC if fail pre-screening or testing)

This policy modifies the cancellation policy in our Booking Conditions and may be changed or withdrawn at any time without notice.

P&O Cruises Select Price and Early Saver holidays due to sail on or after 5 October 2021:

If you're booked on a P&O Cruises holiday due to sail on or after 5 October 2021 that is unaffected by our latest pause and wish to cancel, the cancellation policy in our Booking Conditions applies. P&O Cruises shall be entitled to levy a cancellation charge as a percentage of the price paid in accordance with the following scales.

P&O Cruises Select Price and Early Saver:

Period before departure within which written notice of cancellation is received by P&O Cruises Cancellation charges (percentage of price)
From the date of booking until 91 days before departure Deposit
90 to 57 days  50%
56 to 42 days  60%
41 to 16 days 75%
15 to 6 days 90%
Less than 6 days before departure or failure to embark. For fly-cruises, departure day is the date of the flight departure. 100%


Saver:

Period before departure within which written notice of cancellation is received by P&O Cruises Cancellation charges (percentage of price)
From the date of booking until departure, including failure to embark. 100%

Please be advised that any cancellation or transfer request submitted before 11 August 2020 will be subject to our previous flexible booking policy and we will deal with these requests in due course.

For full FCC terms and conditions, please see below.

Future Cruise Credits

In light of the COVID-19 Pandemic, many guests have accepted Future Cruise Credits (“FCCs”) in relation to cancelled cruises. FCCs can be redeemed against any new booking on a P&O Cruises holiday on sale in that period.  FCCs can be used on all fare types of P&O Cruises holiday, subject to availability at the time of booking. Where the cost of the new holiday is more than the FCC, guests can simply pay the difference between the value of the FCC and the deposit or balance payment (if after the date the balance for their holiday is due).

Guests may also use their FCC to upgrade their existing booking. Should guests wish to do this they should contact their travel agent or our Customer Contact Centre, if they have booked direct.

All new bookings using FCCs will be subject to P&O Cruises Booking Conditions, including our standard cancellation terms. Once an FCC has been applied to a new booking, in the event of a cancellation of a cruise by the guest, any refund will be given in FCC. If a cancellation of the whole cruise is necessary due to COVID-19, guests who had used their FCC for that cruise will be offered the same options as other guests are offered at that time in respect of the original monies paid. If you had made a booking on a recently cancelled cruise (announced 22 June 2021 or 27 July 2021) using your FCC from a previously cancelled cruise, you will receive the same value of that FCC back. If the value of your FCC payment was less than the value of the standard deposit, you will receive the relevant FCC amount back and 125% of the cash element of the deposit paid, as an FCC.  Any additional monies paid will be returned as an FCC.

Please note any FCCs issued for the cancellation of a non fly-cruise booking by P&O Cruises after 1 July 2021 are not covered by ABTA's scheme of financial protection, although any booking made using the FCC will be protected up to the amount of the refund due on the original booking. These FCCs can be used against any holiday that is on sale at the time of booking.

In respect of fly-cruises, with the exception of those guests who book their own scheduled flights, 100% of the price you paid for your fly-cruise and held as an FCC is protected by ATOL, so in the unlikely event of P&O Cruises insolvency, your money will be refunded under those financial protection arrangements. Please retain all booking documentation, receipts, confirmation, invoice documents, ATOL Certificate and your proof of payment, such as credit card statements.