Your questions answered
Cancelled cruises and new UK Getaways
We are sorry to announce that cruises on Arcadia, Aurora, Azura and Ventura have been cancelled until the end of August 2021 and on Britannia and Iona until late September 2021. We have extended our pauce in response to the current restrictions on international travel.
R003, R004, R005, R006, R007, R008, R009, R010, R011, R012, R013, R014, R015, R016, R017, R018, R019, R020, R021, R022, R023,R101, R102, R103, R104, R105, R106, R107, R108, R109, R110, R111, R112, R113
A006, A006A, A007N, A008N, A009, A010, A011, A012, A013, A014, A015, A016, A017, A018, A019, A020, A021, A021A, A022, A022A, A023, A023A, A024, A024A, A025, A025A, A026, A026A, A101, A101A, A102, A102A, A103, A103A, A104, A104A, A105, A105A, A106, A106A, A106B, A106C, A106D, A106E, A107, A107A, A107B, A107C, A108, A108A, A108B, A108C, A109, A109A, A109B, A109C, A110, A110A, A110B, A110C, A111, A111A, A111B, A111C, A112, A112A, A112B, A112C, A113, A113A, A113B, A113C, A114, A114A, A114B, A114C, A115, A115A, A115B, A115C, A116, A116A, A116B, A116C, A117, A117A, A117B, A117C
B006, B006A, B006B, B006C, B006D, B007, B007A, B008, B009, B010, B011, B012, B013, B014, B015, B016, B017, B018, B019, B020, B021, B022, B023, B024, B024A, B024B, B025, B025A, B025B, B026, B026A, B026B, B026C, B026D, B027, B027A, B027B, B027C, B027D, B028, B028A, B028B, B028C, B028D, B101, B101A, B101B, B101C, B101D, B102, B102A, B102B, B102C, B102D, B103, B103A, B103B, B103C, B103D, B104, B104A, B104B, B104C, B104D, B105, B105A, B105B, B105C, B105D, B106, B106A, B106B, B106C, B106D, B107, B107A, B108, B109, B110, B111, B112, B113, B114, B115, B116, B117, B118, B119, B120, B121
G003,G004, G005, G006, G007, G008, G009, G010, G010A, G010B, G011, G012, G013, G014, G015, G016, G017, G018, G019, G020, G021, G022, G023, G024, G025, G026, G027, G028, G029, G101, G102, G103, G104, G105, G106, G107, G108, G109, G110, G111, G112, G113, G114, G115, G116, G117, G118, G119, G120, G121, G122, G123, G124, G125, G126, G127, G128, G129, G130, G131, G132
E006N, E007P, E007C, E009, E009A, E009B, E009C,E010, E010A, E010B,E010C, E011, E011A, E011B, E011C, E012, E012A, E012B, E012C, E013, E013A, E013B, E013C, E014, E014A, E014B, E014C, E015, E015A, E015B, E015C, E016, E016A, E016B, E016C, E017, E017A, E017B, E017C, E018, E018A, E018B, E018C, E019, E019A, E019B, E019C, E020, E020A, E020B, E020C, E021, E021A, E021B, E021C, E022, E022A, E022B, E022D, E022E, E023, E023A, E023B
N004, N005, N006, N007, N008, N009, N010, N011, N012, N013, N014, N015, N016, N017, N018, N019, N020, N021, N022, N023, N023, N024, N025, N026, N027, N028, N029, N030, N031, N032, N033, N034, N035, N036, N037, N038, N039, N040, N041, N042, N043, N101, N102, N103, N104, N105, N106, N107, N108, N109, N110, N111, N112, N113, N114, N115, N116, N117
J002, J003, J004, J005, J006, J007, J008, J009, J010, J011, J012, J013, J014, J015, J016, J017, J018, J019 J101, JTU, JTV, JTW, JUW, JUX, JUY, JVT, JWX, JWY, JWT, JXZ, JXT, JYT, JZT, J102, J103 (refit), J104, J105, J106, J107, J108, J109, J110, J111, J112, J113
We are constantly monitoring guidance on international travel and the ports we visit and will update guests if any changes are necessary.
Full details, dates and itineraries will be available later in March.
Yes, you will need a passport to travel on these new cruises.
All boarding and disembarkation will take place in Southampton.
Back to back bookings will not be available on these new cruises.
Unfortunately there will not be a coach transfer service on these new cruises.
We have spent the last year working with PHE, DfT and CLIA to put in place multi-layered and proven protocols for our return to service. We also have 24/7 medical centres on board and deep cleaning procedures which have always been in place and are proven to be effective. In line with the requirement for pre-cruise testing, our enhanced on-board protocols, isolation and quarantine cabin allocation and guest etiquette guidance we have also put in place specific agreements with 'safe ports' for our planned itineraries, where we have the ability to safely disembark guests with the appropriate medical care and quarantine requirements should it be necessary.
We are monitoring all guidance at the highest levels and should any changes be necessary we will advise guests in good time.
Ionafest was a specific event planned for last summer but it is not something we are looking to reschedule at the moment.
We are sorry about the disappointing news about your holiday booking and on-board ceremony. A member of our Ceremonies team will be in contact with you soon to talk things through in more detail.
Using your Future Cruise Credit
Yes, we can allocate FCC to bookings made on these new cruises.
FCCs will be created for all guests with an affected booking.
Yes, you can use your FCC to upgrade your booking from Early Saver to Select Price and take advantage of the added booking benefits. You can also upgrade your cabin on an existing holiday booking.
FCCs will be created for guests with a live booking at the time of our pause announcement. Guests who cancelled their booking before the pause announcement will not be entitled to the FCC.
You will receive the same value as your original booking (125%) FCC with an additional 125% FCC on any extra monies paid for a higher cost cruise.
FCCs will be created for all guests with an affected booking, however if you wish to have a 100% cash refund instead, this is available through the form on www.pocruises.com/request and may be requested until December 2021.
If your FCC has not been created as yet, please contact your travel agent or us directly and we can create your new booking.
Once you have logged in to our website using your My Account Number and chosen your new holiday you will see your FCC deduction in your booking summary.
100% of the cruise fare paid by you and held as an FCC is bonded by ABTA or ATOL (for fly-cruises) so you can be secure in the knowledge that your monies are protected under those arrangements.
Where the cost of the new holiday is more than the FCC, you can simply pay the difference between the value of the FCC and the deposit or balance payment (if after the date the balance for your holiday is due).
Once an FCC has been applied to a new booking, in the event of a cancellation of a cruise by you, any refund will be given in FCC.
If you were booked on a cruise due to depart on or after 16 October 2020 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. The refund will be made to the card used to make the purchase.
Whilst we work through the cancellation process we are aware automatic cancellation invoices may be produced that reflect incorrect cancellation fees.
This is not correct and you may disregard the confirmation. We appreciate the upset and/or confusion this may have caused and thank you for your patience whilst this process is rectified.
We are working to process all new and outstanding refund requests as soon as possible. Due to the extraordinary circumstances associated with COVID-19 we are dealing with an unprecedented level of refunds but we have put in place new systems and technology and we are working through them as quickly as possible. We appreciate your patience.
This will also be refunded as a 125% FCC to be used on another future cruise holiday. Should you wish to book a premium flight again when you rebook, please call our Customer Contact Centre or your travel agent.
If you booked a package that included a flight and/or hotel and/or land based tour, and you paid your agent / tour operator a single price for a package, then your agent / tour operator will be dealing with your refund – please contact them directly.
As your cruise is now cancelled you will not receive the previously offered on-board spending money. You will however receive a Future Cruise Credit to the value of 125% of your booking.
Please contact your Travel Insurance provider in the first instance, however, if you are unsuccessful, please send details of your claim with appropriate receipts and confirmation from your insurance provider that they have denied your claim to Guest Relations for their consideration.
Guest Relations, P&O Cruises, Carnival House, 100 Harbour Parade, Southampton SO15 1ST or email email@example.com
If you haven’t received a communication, it may mean we don’t have your email address. Please remember to update your preferences here: https://www.pocruises.com/myaccount/
We apologise we are unable to send a repeat email so please refer to the website.
Simply give us a call (or your travel agent if you have made a booking though them) and we will move this over for you.
You can use your FCC to upgrade your booking from Early Saver to Select Price and take advantage of the added booking benefits. You can also upgrade your cabin to a higher grade on an existing holiday booking. Note the upgrade is on the CRUISE element of the holiday only (it CANNOT be used for flights).
Call us or contact your travel agent.
Call us or contact your travel agent.
You have chosen to take an FCC – this cannot be refunded in part. The outstanding FCC will remain on your account until expiry (31 December 2021).
While we cannot offer this at present, we are looking into how we can make this happen and hope to be able to in the future. In the meantime, please bear with us.
This will also be refunded as a 125% FCC to be used on another future cruise holiday. Unfortunately the FCC cannot be used to book another City Stay or Land Tour.
If you do, however, require a refund, please complete the web form which is located at https://www.pocruises.com/request
Guests can transfer to any value.
No, you would get your FCC back to face value (100%) and the credit card amount would be credited to 125%, both in FCC.
We will not be giving loyalty points for the cancelled cruises, but you will get the loyalty points for the new cruise you book.
Yes, we will honour the on-board booking benefits for the new cruise. Please note that they will be based on the number of nights of the new booking.
Yes - we will be protecting the tier status you had achieved by 16 March 2020, and your benefits will be fully protected for two years - up to and including 31 March 2022.
Oceana’s first season in Dubai and the Arabian Gulf was very popular with our guests and whilst we do not have any current plans we may certainly consider putting another ship in the region at some point in the future.