Your questions answered
P&O Cruises:
Latest paused cruises
Aurora:
R102
Azura:
A103, A103A, A104, A104A, A105, A105A, A106, A106A, A106B, A106C, A106D, A106E
Britannia
B104, B104A, B104B, B104C, B104D, B105, B105A, B105B, B105C, B104D, B106, B106A, B106B, B106C, B106D, B107, B107A
Arcadia:
J104
Previously paused cruises:
Aurora
R003, R004, R005, R006, R007, R008, R009, R010, R011, R012, R013, R014, R015, R016, R017, R018, R019, R020, R021, R022, R023, R101
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
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
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
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, N024, N025, N026, N027, N028, N029, N030, N031, N032, N033, N034, N035, N036, N037, N038, N039, N040, N041, N042, N043, N101, N102, N103
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
Due to the continued and evolving restrictions on travel from the UK coupled with the current complexity of air travel to the Caribbean region, unfortunately it is necessary to extend our current pause. We are working with public health agencies and relevant industry bodies to put together our new framework of enhanced protocols and will look at how we phase our ships back into service. To give you 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.
These further cancellations vary according to ship and itinerary. We’ve also taken into account complexity and length of itineraries, advice and guidance regarding ports of call and current air availability for fly-cruises. We are so sorry for the disappointment this will cause.
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.
With restrictions on travel constantly evolving, we feel it is necessary to extend our pause. These further cancellations vary according to ship and itinerary. We’ve also taken into account complexity and length of itineraries, advice and guidance regarding ports of call and current air availability for fly-cruises.
Guests affected by this pause in operations are being notified by email at 10.00am on Tuesday 20 October 2020 and by letter where we don’t have a valid email address.
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 90 days prior to your holiday.
- 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 bookings free of charge.
- This policy modifies the transfer policy in our Booking Conditions. This policy may be changed or withdrawn at any time without notice.
If you're booked on a P&O Cruises holiday 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 |
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 |
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.
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. Our all-new summer 2022 collection is out in November 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.
FCCs will be created for all guests with an affected 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.
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.
Our all-new summer 2022 collection is out in November 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.
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.
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.
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.
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 within 90 days).
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.
Full details can be found on our website - https://www.pocruises.com/travel-health-advisories/future-cruise-credit
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.
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.
Ionafest was a specific event planned for this summer but it is not something we are looking to reschedule at the moment.
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. Unfortunately the FCC can not be used to book another premium flight.
We can confirm that Iona’s sister ship will be delivered in December 2022.
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 guestrelations@carnivalukgroup.com
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 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.
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.
Azura will be offering fly-cruise holidays from Malta in summer 2021.
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.
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
Guests can transfer to any value.
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.
No, you would get your FCC back to face value (100%) and the credit card amount would be credited to 125%, both in FCC.