Dear Sirs,
Oceana Cruise E925 departed Southampton 3rd October 2009
After some consideration, I find myself compelled to write to you regarding the level of service experienced on the above mentioned cruise.
My partner and I are fairly regular customers of P & O Cruises and had suggested to friends that they use the cruise in question to assess cruising as an alternative to their usual holiday choice. We agreed to accompany them on what would be (and is advertised as) a taster cruise. We felt confident that after a brief weekend cruise they would be keen to join us on the Azura’s maiden voyage next April.
This was our first experience of the new terminal at Southampton. Previously, we had seen a marked improvement in the checking in process with queues being speedily processed so that boarding delays were kept to a minimum. At the new terminal, the issue of ‘boarding cards’ was not only a step backwards in terms of procedure but also lengthened waiting times. Intriguingly when I spoke to a fellow passenger about this they felt the check in was fine. I discovered that they arrived at 11am and appear to have been boarded soon after that. Our tickets stated that boarding would commence at 2pm. Are we missing something here? Are there different rules for different groups of passengers? They were on the same Portunus tier as were are so I don’t think it was that.
When we eventually boarded and gained access to our cabin (A430) we discovered that our request for a double bed had been ignored. Nevertheless we deemed to correct this ourselves by moving a little furniture around. Underneath the beds we found one bag of linen (it wasn’t folded so I assume it had been used), one life jacket (a useful place to keep that) and some debris that had not been cleaned up after the previous occupant. Other than this we were quite happy with the cabin albeit we didn’t see the cabin steward and this is very unusual for a P&O Cruise.
So we were off to a bad start but there was surely better to come. Dinner that evening was fine, not spectacular as we had told our friend to expect, just fine. Never mind, wait until you hear the ship’s entertainment company, the Headliners. Oh dear, that was well below standard too. By now we were being subjected to some ridicule from our friends. They were asking us if we would like to join them on a holiday to the Isle of Harris where we had little chance of hearing the Headliners. It was a tempting offer particularly after visiting one of the toilets on deck 6 to find that it was totally blocked and there was no water to wash one’s hands. I find this amazing considering the possible effects of norovirus on a ship and in particular considering the relatively low number of hand gel dispensers around the vessel.
We had booked excursion trips to Brugges on Sunday 4th October. We collected our sticky labels and headed for the coaches. When we arrived there we were astonished that the group had been broken up. Our friends were sent on one coach while we were ushered to another. This, of course, meant that the scenario had been set for the whole day. Instead of spending a day in Brugges with our friends, we spent a day in Brugges apart from our friends, courtesy of some pretty poor organisation on the part of P & O.
We were not looking forward to dinner on Sunday evening given that we already had more than enough egg on our face. Could things get any worse? Well yes, they could. At dinner I was personally served with food that included a human hair embedded in it. I don’t think that the waiting staff could have been any more indifferent. Perhaps my complaint was the reason we did not receive complimentary copies of the menus. This would have been a nice touch that our friends would have appreciated.
The disembarkation procedure made us feel that P & O had had enough of us now and didn’t care if we never come back. We chose not to block the corridors and lifts with out luggage as we were encouraged to do (surely a health and safety hazard) but selected the age old method of collecting our baggage in the baggage hall. Prior to breakfast (around 7.15am), we decided to take some air before collecting our hand luggage and leaving the cabin behind. After all, we did have the cabin until 8am so we had a little time. When we arrived back at the cabin our hand luggage was piled on the writing table and the beds were stripped. Well, at least it was proof that we did have a cabin steward. We are all well aware that the ship has a limited time to turn around but it does seem that the concept of ‘managing the client out’ has not yet reached P & O.
As I mentioned earlier, my partner and I are booked on the Azura’s maiden voyage. We are looking forward to this and hope that we will not suffer the daily disappointments we did on Oceana. I sincerely hope that this is not an indication that Carnival intend to Americanise the P &O product since the attraction of P & O is it’s strong links to British tradition and culture. Our friends, sadly, were not impressed and will probably continue to holiday in their usual haunts. This is a pity, because this was a lost opportunity.
I would like to know if your cruise was any better on the Azura, i.e. smells on the prom deck area’s and blocked public WC’s.
Please reply.
Alan Butler
23 10 11 my wife and i use P&O ferries frequently to travel to the continent. Unfortunatley we were both very disappointed with the condition of our cabin. First the toilet wouldnt flush,then the sink wouldnt empty. We told a member of staff who was going to report it to her supervisor,this was Sunday night 23 10 11. We also told another staff member 24 10 11,after not being able to use the toilet or sink that morning.We returned to the same state after spending the day in Amsterdam.To make matters worse ,our bedding had not been changed wich usualy is.Beside the earwig on the ladder for the top bunk,every thing was the same as we left it. This realy isnt P&O standards.
P and O has not just lowered their standards they dropped outa sight over the years we have been traveling with them so much so I have informed them that my last cruise in a couple of weeks will be the last SAID as we have made many many friends with them. 🙁 their pricing structure is bismal rubbish cr** rant over
Had a minor complaint with P&O but they just don’t respond.
Cruise OK but admin rubbish
Cruise was spectacular but agree the customer service needs a lot to desire.
I have never had to complain about a Company before I even go on the holiday, but today is a first P & O , My disabled husband and myself sail on the Ventura to the Caribbean for 14 days, this has been booked since August, and fly back from Barbados with Thomas Book organised by P&O as a package, I recieved a telephone call from P & O at 11.00 asking me to contact Thomas Cook welfare dept regarding my husbands electric wheelchair(already given all medical and mobility info to P&O re their medical forms) I subsequently agreed to the request, but queried the reason why I had to do this as this was already known, but was told it was a new law! I rang Thomas Cooks and was told they didnt have any record of my husbands medical condition or of his electric wheelchair,I ended up having to contact my husbands Drs Surgery to get a letter written and signed by a Doctor confirming that my husband is paralysed and about his medical condition, it has taken all day ringing doctors and of course getting them to fax the information to Thomas Cooks Welfare Dept, at extra cost for the letter. I have travelled by plane with my my husband this year 5 times including America never having to go to these lengths to fly back from a holiday, only giving me 12 hours notice I definitely need a holiday now just to destress from today! Never Again P & O get your act together(Complaint will follow after holiday)
We had our very first cruise with P&O this year 2nd January 2014 for twenty eight days,leaving Southamptom for the Carrabean.
It exceeded our expectations we could not complain about anything, that was until we reached Southampton, We stopped at the Azures on the way back our last port of call and went into a store, we purchased six packets of lavender scented sticks, the size of a normal knitting needle for home use, on boarding the Oceana at the port, the security asked us what was in the plastic bag, we informed her it was scented lavender sticks she remarked how nice the scent was but she would have to take them off us because they were a fire risk, having worked for the Fire Service all my working life this came as a big surprise, they were no more a risk to fire than a box of matches or cigarettes that passengers are allowed to cary around with them on board ship.
She explained we would be able to collect the from Reception on the day of disembarkation at Southampton, we were so taken back by this we decided to approached Reception within the hour and explained what had happened, they informed us they would not have the goods but we would be able to collect them after passing through Passport Control they would be in the baggage hall, this was confirmed again with a telephone call to our cabin.
When we arrived in the baggage hall nobody knew anything about the goods, we had the ticket issued by the person who took the goods from us with her signature, it was suggested they would be at Reception on board, How could we get back on board? we were not allowed after passing through Passport Control.
We have contacted Customer Care by e.mail with an attachment of the ticket showing the persons signature who took the goods from us, to date they have not responded to our e.mails.
So much for P&O Customer Care, I would warn anybody who has anything taken from them by a P&O security member of staff on board ship to put in safe keeping??? intil you reach your home port, the chances are you will never ever see them again if this is the normal pratice.
Although we have crossed the Channel with P and O via Calais or Portsmouth over 500 times+, we took our first cruise with the company from February 23 to March 5. We have cruised with other companies on more than 25 occasions.
The choice of the cruise on the Oriana corresponded exactly to our preferred dates and destinations by taking in Gibraltar, Malaga, Cadix, Lisbon and La Coruna which was our preferred port as we already knew the others and wanted to visit Galicia.
Within 10 minutes of arriving at the terminal. it was announced that La Coruna had been abandoned due to adverse weather conditions which would delay our departure until the following morning.
We live in Kent near the coast. A friend based at Seaview on the Isle of Wight had been out in the English Channel on Sunday afternoon and reported a slightly choppy sea of around with a force 7 wind.
Off we went at 8.30am on February 24. The Solent was naturally calm, the English Channel a little rougher as was the sea as we entered the Bay of Biscay which nearly always has a bit of swell.
While fully understanding the Captains decision not to risk his boat in stormy conditions, we, like many aboard were at a loss to know why a big boat like the Oriana could not leave on time.
It was later discovered when talking to several responsible members of the crew that a engine/mechanical/ problem had caused the delay and not the weather which had not led to a single sailing being cancelled across the Channel on the night of February 23.
So the cruise consisted of three days at sea to Gibraltar then three consecutive days at a port before two days sailing back to Southampton. A very tiring itinerary and no La Coruna.
Apart from cheap booze, cheeky monkeys and some history, Gibraltar has little to offer. Malaga was virtually closed as it was a special holiday although we did change Captains at this point. Cadix was glorious and Lisbon sad and possibly should have been dropped, not La Coruna.
I have a lot more to add but would like to have a proper email address. Some comments are very positive and others less so but could be helpful.
The Britannia looks a beautiful lady.
Hopefully, we have better luck next time with P and O.
With kindest regards,
Desmond Stoneham (Chartered Accountant and Journalist)
Cabin: B 140.
I sent my letter of complaint to you on 30 April. You acknowledged receipt but have not responded since. Whatever happened to customer care P & O. !!!!!!
My husband and I have just returned from our first and probably last P & O cruise which should have been a celebration for my husband’s 65th birthday on the day we sailed. However it was the most disappointing holiday we have ever taken.
Wednesday 22 April
On arrival in our cabin B504 I had pre- paid for champagne & chocolates £48.00 and wanted the “wow” factor for my husband. The champagne & chocolates were in the cabin but hidden behind the kettle with the elastic band and cards wrapped around. There was no ice bucket or glasses, I told the steward how disappointed I was and asked for the ice bucket & glasses and he told me to ring reception. I thought this would have been provided and part of my purchase.
We were unable to open the balcony door as the handle was broken and again was told to ring reception. Someone came and after a struggle he opened the door but did not repair the handle, he promised that it would be attended to but it remained the same for the rest of the holiday. The door was so difficult to open that I could not open it myself and my husband always had to do it
On arrival at dinner in the Adriatic restaurant I had pre- ordered balloons and a bottle of wine £19.50 for my husbands birthday celebration and was again disappointed that these were not there. We were shown to our allocated table only to find there was no room for us. The waiters checked the seating cards of the other diners only to find one couple didn’t have their card with them and were sitting in the wrong seats. Sadly they were not asked to move and we were left standing alone in the restaurant for maybe 5-10 minutes while another table was found for us. I had to ask for the balloons and wine to be brought to the table which again ruined the element of surprise for my husband. We also had to ask for the gift cards as they weren’t brought out when they found the wine. What a disgrace. Your staff let me down not on one occasion but on both. I can NEVER repeat his birthday and sadly he will remember this birthday for all the wrong reasons.
After diner I went to reception and complained about both incidents and they actually wrote down what I had said. We heard nothing back from anyone about our complaint on Thursday or even Friday after making several more complaints. Eventually on Friday night at dinner the Restaurant Manager apologised and offered me a bottle of champagne. I told him this was not acceptable as I felt a complete refund was in order as his staff had failed to deliver. He said he would have to check with his Manager. On Saturday night he told me they would only refund me the £48.00 for the champagne and chocolates. (to date this has not been paid back into my account). Why was I not refunded the wine cost and there was no offer of any compensation for my disappointment.
Saturday 25 April
At 9.10am we just about to leave our cabin for a pre-paid trip to Corfu when I heard the sound of running water coming from the bathroom. I immediately rang reception & told them it was an emergency. My husband looked and found that the toilet cistern was continually flushing and overflowing, I went onto the corridor to find my cabin steward, I saw another steward and told him about the flood and he said to find my own, but I have to say our steward was rarely around. My husband saw a maintenance man passing by and asked him to turn the water off as it was gushing out onto the carpet by this time in the cabin. He said it wasn’t his job, at this point we had to leave to go on our trip but were anxious all the time we were away not knowing what we would return to. We returned from our trip about 2pm and on opening the cabin door the carpet was up and there was a blower trying to dry it out. The damp smell was horrendous and we were unable to get in the wardrobes or bathroom due to the huge blower under the carpet in the doorway. There was a card outside the cabin to say that a supervisor has visited our cabin to attend to our complaint at 12.30pm!
We were unable to use our cabin and on speaking to reception they said the blower would be removed at 5pm so we could get showered & dressed for dinner. We returned at 5.15pm and the blower was still there. We spoke to reception AGAIN and they sent a supervisor up about 5.30pm. He removed the blower and on entering the bathroom it was still leaking. We phoned reception again and at 6pm they sent another plumber. We demanded to speak with the supervisor again and he offered us another cabin (not an upgrade which would have helped) but we didn’t have time to move all our belongings before we were due to go to dinner. The blower was left on whilst we were at dinner and on our return at 9.30 the cistern was still leaking in the bathroom. The plumber was sent for and he remained in our cabin until 10.10pm. A whole day were we could not have full use of our cabin. The carpet was finally refitted the following day and in the evening the supervisor called at our room and offered us a bottle of wine which we accepted but felt insulted by this gesture especially as I don’t drink at all.
Monday 27 April
A day at sea as our visit to Rome was cancelled due to bad weather. On returning to our cabin after dinner our boarding cards were on our bed for the return journey. My husband checked these and the date for boarding was 1st April. He went to reception and was told that boarding cards with the correct date would be sent to our cabin. However due to waiting around for yet another complaint we were too late for the shows.
Tuesday 28 April
On our return from shore about 12.30pm our cabin steward who had barely spoken to us all week informed us that the faulty balcony door handle was being repaired that day. Great we were going home next day.
Whilst packing our suitcases and getting ready to leave we were unable to open the safe causing more phone calls to reception. Directly outside our cabin the corridor light was flickering on and off all week and was never repaired.
As you can see, all in all it was a very stressful cruise. We spent hours phoning reception for one problem or another and felt nothing was treated as important. Every complaint had to be chased up again and again. To make matters much worse whilst talking to other passengers (we had booked early to avoid being disappointed as we so wanted the 22nd April, we paid £1059 each) many had booked last minute and paid at least half the price we had paid. Also we pre-booked our trips ashore and announcements were made whilst on board that if you booked trips on the day you would get 20% each off.
I am very sad that what should have been a celebration cruise for my husbands 65th birthday turned out so bad. We can never ever relive his 65th birthday again and unfortunately it will be remembered for all the wrong reasons on our P & O cruise.
Your comments on all the above problems would be appreciated.
going on Britannia west med sat13th 2pm have tried for two weeks to arrange flowers for my wife’s birthday for our cabin used two numbers 02380655000/08433740111 constantly busy either provide more numbers or more staff estimate at least 2hours waiting for an answer why can’t I get flowers on line I’m on cruise personliser so why not got through to call centre at 16 .28 pm flowers ordered WHY SO MUCH AGGRO???????!!!!!!
booking ref hq7dcn booked in jan 2015 to cruies dec 2015 all paid for july 2015
paid £ 2798 for outside cabin couldn’t afford a balcony.
today 23/10/15 if I booked I could get a superior deluxe balcony cabin for £2598 how does this work
we havnt been offered a n upgrade when I rang they offered me a bottle of wine if everyone waited till
oct/nov you would never be able to plan a sailing .
you take a chance prices may move by maybe £ 50 but not nearly £600 I think this is a total insult to all
the people that try to support p@o by booking early .im not looking for money back I just want to be affored the deals late comers are offered.
regards john tarpey ( never again )
First and last cruise four weeks on ventura
We left on 18 th Jan, returned 15 th February
Arrived on board expecting drinks and snacks as promised by letter, showed four staff but told a no.
Arrived to our cabin c509 with balcony, dirty walls, tea stains on cupboards and a bad smell.
We slept with the balcony door open as the stench made me heave, carpet cleaned twice by day five, all my new clothes picked up the smell. We had a note to see the reception manager Joe at nine am, nice someone cared, after a ten min wait we where told he would be another five minutes, but by nine twenty we had enough and left. Twenty six days into the cruise we filled in there review form, the same day we had a visit from the assistant house keeper( a bit late now) he was pleasant and sorry, as our toilet brush was full of s..t since the day we arrived I gave it to him.
Forgot to mention that the balcony chairs where so filthy that the marks on our clothes would not wash out and had to be thrown away.
Nice to get home and be clean
My friend and I,Marjorie Stephenson are relieved to know that we are not the only ones to complain.We have experienced all the complaints in the above letters when we cruised on the Oriana in January 2015.
Your response to our complaints were dismissed as irrelevant and the only persons who had complained plus having the added bonus of being in the upper age bracket.
I tid to complain before but was blocked by yourselves. We went on. Special 60th Birthday in February 2016. We think too many complaints. You gave us a miserly £200 for my husband suffering nurovirious diagonisd by your medical team. All documented and the response from P and O was nothing short of disgusting. We were both so drained a dour return and could not fight the cause any futher. But having received a follow up from yourselves for a rewrite of our holiday – guess what I can not get a response. This has been going on since April 2017. I think you Customer Service is either non existent or just fo not care. They are employed to tasks the good and bad and should at least. Have the decency to reply to mails sent to them. I really wanted to flag this up go Complaints but guess what could not find where to send not information too. It’s alright booking holiday at customers expense but you need to comminicate with them after you have taken their money. Wish someone would talk to me!!!!!