Your questions answered
It was evident that given current Government guidance our original date of April 11 is not feasible. As we work through the evolving guidelines and restrictions put into place across the world future itineraries may be subject to change and so accordingly we are looking at how we phase our ships back into service. To give our guests further reassurance, we have put in place a policy to provide absolute flexibility for a holiday with us over the coming months. Details of this, along with the latest updates, are posted on our website.
All guests travelling on cruises departing between 12 March and the 15 May 2020 (including friends and family bookings) will be contacted to inform them of our announcement and we will automatically apply a 125% Future Cruise Credit to their account.
P&O Cruises and Cunard have implemented a new interim transfer policy for all guests (including friends and family bookings) with bookings departing between 15 May and 31 August 2020, providing ultimate flexibility. As the situation evolves, however, guests should refer to the websites for the latest travel advice and policies.
All guests with existing and new bookings on holidays departing between 15 May and 31 August 2020, may now cancel up to 48 hours prior to departure.
If you’ve paid a deposit only at this stage you’ll receive an FCC at 100% value of the deposit. If you’ve paid your balance you’ll receive an FCC to the value of 125% of your booking.
If you’re unhappy with the FCC you can apply for a cash refund via an online form (follow link), payments could take up to 60 days due to significantly high volumes.
The Future Cruise Credit may be redeemed against any sailing until end of March 2022 (bookings to be made before December 31, 2021).
The Future Cruise Credit is non-refundable, but may be used on multiple sailings.
The FCCs will be set up within a few weeks of us communicating with guests, once the FCCs are set up guests can use them by making a booking by 31 December 2021 travelling up to 31 March 2022.
FCCs will be created for all guests.
Wedding guests will have received a dynamic email.
There is a different web form to request a refund for any of those. Reminder that refunds take up to 60 days to complete and it will be to the value of 100% paid rather than 110% in OBC.
If you requested a refund before 30 March, your refund should be credited to you within around 45 days.
We will refund this as an OBC to the value of 110% for any purchases you may have made through My Cunard, My P&O Cruises, Flight Seat Booker or our contact centre. Those guests who would prefer a 100% cash refund can request this via the web form. Reminder that refunds take up to 60 days to complete and it will be to the value of 100% paid rather than 110% in OBC.
Due to the extraordinary circumstance associated with COVID-19 and the associated impact to our customer contact centre and the wider business refunds may take up to 60 days to be processed.
Due to the need for us to cancel departures up to and including 15 May, we anticipate that refunds will take up to 60 days and we wanted to make this clear so that guests' expectations are set correctly. These are unprecedented times and despite our Customer Contact Centre colleagues continuing to work as hard as possible, we recognise that our normal timescales will need to be adjusted.
As you cancelled previously you will get the amount that was agreed at the point you made your cancellation.
As there is a temporary slowdown of work by Meyer Werft in Germany we are currently working through the plan for Iona’s final outfitting and re-scheduled delivery date. As a result of this, Iona’s maiden cruise on May 14 is cancelled. We are so sorry for all guests who had booked and were looking forward to the maiden cruise. As soon as we have more clarity on the rescheduled delivery date we will update our guests.
As a result of this, Iona’s maiden cruise on May 14 is cancelled. We are so sorry for all guests who had booked and were looking forward to the maiden cruise. As soon as we have more clarity on the rescheduled delivery date we will update our guests.
As soon as we have more clarity on the rescheduled delivery date we will update our guests.
If a guest has requested a refund via our online form this will take up to 60 days to process.
As there is a temporary slowdown of work by Meyer Werft in Germany we are currently working through the plan for Iona’s final outfitting and delivery. As soon as we have more clarity on the rescheduled delivery date we will update those guests who are affected.
As cruises/voyages between 16 March and 15 May are now cancelled you will not receive the previously offered on board credit. 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/Cunard, Carnival House, 100 Harbour Parade, Southampton, SO15 1ST or email email@example.com
We will not be giving loyalty points for the cancelled cruises, but you will get the loyalty points for the new cruise/voyage you book.