Aurora:

R003, R004, R005, R006, R007, R008, R009, R010, R011, R012, R013, R014, R015, R016, R017, R018

Azura:

A006, A006A, A007N, A008N, A009, A010, A011, A012, A013, A014, A015, A016, A017, A018, A019, A020

Britannia:

B006, B006A, B006B, B006C, B006D, B007, B007A, B008, B009, B010, B011, B012, B013, B014, B015, B016, B017, B018, B019, B020, B021, B022, B023

Iona:

G003,G004, G005, G006, G007, G008, G009, G010, G010A, G010B, G011, G012, G013, G014, G015, G016, G017, G018, G019, G020, G021, G022, G023

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

Arcadia:

J002, J003, J004, J005, J006, J007, J008, J009, J010, J011, J012, J013

It was evident that given current Government guidance our revised date of 31 July 2020 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 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.

The media has shown that many countries are starting to gradually ease restrictions. It does sound promising, but sadly it still looks like there will be quite some months of uncertainty ahead, particularly for travel. With many differing restrictions across countries, people’s ability to move freely and safely across borders remains seemingly some way off.  

Guests affected by this pause in operations are being notified by email at 10.00am on Tuesday 2 June 2020 and by letter where we don’t have a valid email address.

Cunard's pause in operations currently runs until the 31 July for Queen Mary 2 and Queen Victoria and up to and including 8 September for Queen Elizabeth.  We continue to actively review our itineraries and are working with relevant industry and public health bodies on a framework of enhanced policies and procedures to develop a comprehensive restart protocol that will keep everyone on board safe and well. 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.

If you are sailing on or after 16 October 2020 then 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 sailing on or after 16 October 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:

Saver:

These policies supersede any information you may have previously received. If you have already submitted a transfer or cancellation based on the previous policy, we will honour this and we will be in touch with confirmation in due course. 

There’s no need to contact us; your 125% Future Cruise Credit will be automatically applied within the coming weeks 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 do not yet know when the rest of our 2022 and 2023 holidays will go on sale but this will give you additional flexibility and choice for your future holidays with us.

FCCs will be created for all guests. 

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.

We do not yet know when the rest of our 2022 and 2023 holidays will go on sale but this will give you additional flexibility and choice for your future holidays with us.

You can use your FCC to upgrade or add a second cabin to your existing booking. They may also may be gifted or transferred to someone else. This option will also be available until the end of December 2021. Further details can be found on our website.

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

The OBC will be set up within a few weeks and there is no need for any action.  The OBC will pull through onto a new booking when it is made.

• The OBC will be applied to the guest’s account who made the purchase (except for gifts which will go on the lead guest’s account)
• OBC valid until 30 November 2022, and can be used on an existing cruise booking
  
• Can be used across multiple sailings (expiry date of 30 November 2022)
  
• Loyalty discount value included in the OBC – loyal guests still get their benefit
  
• OBC can only be used on board 
  
• OBC CANNOT be gifted or transferred. 
  

There is a web form to request a refund for any on-board purchases. Refunds take up to 60 days to complete and it will be to the value of 100% paid rather than 110% in OBC.

We will refund this as an OBC to the value of 110% for any purchases you may have made through My P&O Cruises, Flight Seat Booker or our Customer Contact Centre. The OBC will be set up within a few weeks and there is no need for any action from you. If you would prefer a 100% cash refund, you can request this via the web form. 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.

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.

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.

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 soon as we have more clarity on the rescheduled delivery date we will update you.

As soon as we have more clarity on the rescheduled delivery date we will update you.

If you have requested a refund via our online form this will take up to 60 days to process.

Gary is still very much our brand ambassador and is still very excited to get cracking with our brand new ship Iona.

Iona’s sister ship, due in 2022, is very much still planned. We will be talking to the yard in Germany to see what impact this current slow down in work will have on the delivery date of our next ship. 

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 cruises between 16 March and 15 October are 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.

No, there is no minimum amount that you can share.

FCCs cannot be gifted in part but can be used for a second cabin on a holiday already booked by you (ie to bring friend/family)

Any upgrades to any higher grade of cabin are available as are adding additional guests.  Note the upgrade is on the CRUISE element of the holiday only (it CANNOT be used for flights).  

If you would like to gift your FCC to friends or family in whole, simply contact us and we will make arrangements to amend the booking accordingly (full details below)

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

If you wish to use your FCC for a second cabin to bring friends or family with you, this is perfectly possible and will give you maximum flexibility.

Should you wish to do this, please contact your travel agent or us if you are booking direct, and we will make changes to your booking.

If you would like to gift your FCC to friends or family in whole, simply contact us and we will make arrangements to amend the booking accordingly (full details below).

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

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.

We’d very much still love to have you on board Iona for her shakedown, however if you wish to request a full refund, you can do so using our online form (link to pocruises.com/request). Please note Shakedown guests are not entitled to the 125% FCC and will lose their space on the shakedown if they request a refund.