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

For bookings departing up to and including 12 November 2020 and selected longer duration cruises cancelled until 31 March 2021

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 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.

Refunds for pre-cruise purchases for holidays departing on or before 12 November 2020 or on selected longer duration cruises sailing before 31 March 2021

If you were booked on a cruise due to depart between 16 October – 12 November 2020, booked on Oceana due to depart after 16 October, or booked on a cancelled longer duration cruise and you had already lined up extra experiences on board, there’s no need to contact us. We will automatically refund any purchases for extra experiences you made through My P&O Cruises, Flight Seat Booker, your travel agent or our Customer Contact Centre.

If you booked on a cruise due to depart on or before 15 October 2020 and had already lined up extra experiences on board 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 made through My P&O Cruises, Flight Seat Booker, your travel agent or our Customer Contact Centre. You may use your On Board Credit across multiple holidays you have booked with us, up until and including 30 November 2022. Those guests who would prefer a 100% cash refund should fill out this web form and refrain from calling the Customer Contact Centre. 

All bookings departing on or after 13 November 2020

Updated 11 August 2020

Transferring your booking

If you are sailing on or after 13 November 2020 (bar the cancelled longer duration cruises) then you can take advantage of our free flexible transfer policy up to 90 days prior to your holiday. This means that if you have a Select Price or Early Saver booking sailing after 13 November 2020, 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 us directly or speak to your travel agent.

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

If you're booked on a P&O Cruises holiday sailing on or after 13 November 2020, should you wish to cancel your holiday, 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 used any time until 31 December 2021 and 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 within 90 days).

Guests may use their FCC for a second cabin to bring friends or family with them or to upgrade their existing booking. Should guests wish to do this they should contact their travel agent or our 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.

The FCC relating to a guest’s package travel contract can be gifted or transferred to friends or family. Guests can simply contact us or their travel agent to request an FCC ID number. When this number is shared by the original guest, along with the original guest's surname, the FCC will be amended and may be used by the guest’s friend or family member on the cruise holiday of their choice. Guests are responsible for agreeing the terms of any FCC transfer with their friend or family member as once provided by the guest, the FCC ID number may be used and the amendment to the FCC cannot be cancelled by the original guest.     

Bonding

100% of the price you paid for your cruise and held as an FCC is protected by ABTA or 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 (for fly-cruises) and your proof of payment, such as credit card statements.