Given the ever-changing guidance around international travel and the varying regulations in many European ports of call, we have extended our pause in operations into April 2021.

How are you communicating with affected guests?

Guests affected by this pause in operations are being notified by email at 10.00am on Tuesday 24 November 2020 and by letter where we don’t have a valid email address.

Are your restart dates realistic?

P&O Cruises and Cunard have paused operations until Spring 2021. We will continue to work through CLIA and our own UK government contacts and will follow all recommended guidance for a restart at the right time for our brands and guests.

Will you be revising any itineraries to sail closer to home and offer shorter cruises?

We will continue to monitor the situation and follow the guidance as it evolves. At the moment P&O Cruises and Cunard are paused until April, 2021.

Will this be your last pause?

We are working at the highest levels to put in place our framework of health protocols and taking into consideration the evolving advice and guidance from relevant Government departments. We can't wait to set sail once again when the time is right.

Does the FCC go to everyone?

FCCs will be created for all guests with an affected booking.

I have recently cancelled my booking but I have still been sent communication of pause, am I still entitled to the FCC?

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.

I see I can now use my FCC for a holiday after March 2022?

Yes, we are pleased to say that you have until December 2021 to put your FCC against any holiday which is on sale at that time.

I can’t use an FCC as I already have multiple existing bookings, can you add to an existing 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.

I was given an FCC from one of the previous paused cruises and have since made a new booking that is of a higher value. You have now cancelled this cruise as well so do I get an FCC to the new value +25% for the total amount?

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.

I have a wedding booked.

We are so sorry for 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.

I want to make a booking now, but I don’t have an FCC set up yet.

If your FCC has not been created as yet, please contact your travel agent or us directly and we can create your new booking.

How do I know if my FCC has been set up?

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.

Is the FCC protected by ABTA?

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.

The cruise I want to use my FCC on to book is of greater value than the FCC.

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 this is due).

If I use my FCC to book another holiday, what happens if I change my mind and cancel that cruise as well, do I get my money back?

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.

How do I use my FCC online?

Full details can be found on our website - https://www.pocruises.com/travel-health-advisories/future-cruise-credit

I received a cancellation invoice showing incorrect amounts – what should I do?

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 patience whilst this process is rectified.

What is the latest update on Iona?

Iona’s delivery last month is a very positive signal for the future of cruising. She is now officially part of the P&O Cruises fleet and the teams are focused on readying her to welcome guests. The ship will stay in Europe until it is time for her to come to Southampton next year.

How will you celebrate the launch of P&O Cruises newest ship, Iona, when restrictions are finally lifted?

We’re looking at a number of options for Iona’s naming and launch event. We, of course, need to judge the mood of the nation and whilst it will be a very celebratory British moment both for P&O Cruises and the industry as a whole, it also needs to be something very fitting - so watch this space.

Is the sister ship of Iona still due to launch in 2022?

Yes, very much so - we are on schedule with this ship and we’re committed to taking delivery in December 2022.

Will you be rescheduling Ionafest?

Ionafest was a specific event planned for this summer but it is not something we are looking to reschedule at the moment.

I had also booked a premium flight for my Caribbean fly-cruise holiday.

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. Unfortunately the FCC can not be used to book another premium flight.

What is happening with your second XL class ship?

We can confirm that Iona’s sister ship will be delivered in December 2022.

I booked a package holiday including a cruise through an agent / tour operator, and I’d like a refund.

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.

What happens to any on-board spending money I received as a thank you for continuing to sail?

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.

Will I receive loyalty points for this cruise?

We will not be giving loyalty points for the cancelled cruises, but you will get the loyalty points for the new cruise you book.

Will my loyalty tier status be protected for P&O Cruises?

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.

I have not had a communication and my cruise has been cancelled in this latest pause.

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.

I don’t want an FCC, I want to simply transfer monies paid to an existing booking. How do I do this?

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.

Am I only able to use my FCC to upgrade the cabin / fare type on an existing booking?

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).

How do I see my FCC balance?

Call us or contact your travel agent.

How do I use my FCC to upgrade an already booked holiday?

Call us or contact your travel agent.

Can I use part of my FCC and then gain a refund?

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).

Can I use my FCC to book add ons such as City Stays and Land Tours?

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.

Which ship will be offering fly-cruises next summer?

Azura will be offering fly-cruise holidays from Malta in summer 2021.

Will you be offering a season in Dubai and the Arabian Gulf in the future?

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.

I have booked a City Stay or Land Tour for my Arcadia holiday, what will happen to this?

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 www.pocruises.com/request

Can I still transfer my booking to a cruise of lower value, or has this now returned to a cruise of same value or higher?

Guests can transfer to any value.

Will you honour the on-board booking benefits of a cruise you have cancelled?

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. Please call us if you had any on-board booking benefits you wish to carry over to your new booking.

Am I able to pay the full balance to take advantage of the 125%?

Given the cruise has been cancelled, we’re no longer processing payments for it but we will apply the 125% FCC to any monies paid to date.

If I part paid on an FCC (from previous pause) and part credit card would I receive 125% on the two combined values?

No, you would get your FCC back to face value (100%) and the credit card amount would be credited to 125%, both in FCC.

frequently-asked-questions

P&O Cruises:

Aurora:

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

Azura:

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

Britannia:

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

Iona:

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

Oceana:

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

Ventura:

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

Arcadia:

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

There’s no need to contact us; your 125% Future Cruise Credit will be automatically applied against each individual on the booking. Once your FCCs are set up you have until 31 December 2021 to put your FCC towards a new booking for any holiday we have on sale at that time. We’ve recently launched our all-new summer 2022 collection and while we don’t yet know when the rest of our 2022 and 2023 holidays will go on sale, this will give you additional flexibility and choice for your future holidays with us.

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.

If you booked on a cruise due to depart on or before 15 October 2020 we will refund any purchases you may have made through My P&O Cruises, Flight Seat Booker or our Customer Contact Centre as an OBC to the value of 110%. If you would prefer a 100% cash refund, you can request this via the web form until 30 November 2020. Refunds will be to the value of 100% paid rather than 110% in OBC.

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 at this time so please bear with us. We appreciate your patience.

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 guestrelations@carnivalukgroup.com

Your questions answered