p&o cruises customer service uk

P&O Cruises – Contact a Ship

P&o cruises.

How do I contact a passenger directly on P&O Cruises?

Reach out to P&O Cruises directly at 0344 338 8592

All Things Cruise is dedicated to the joy of travel. Specializing in ocean, river, ultra-luxury, small ship and expedition cruises.

We would love to have you subscribe for travel updates, news and great offers directly from the cruise lines!

Elliott Report

Home » P&O Cruises Customer Service Contacts

P&O Cruises Customer Service Contacts

P&O Cruises is a British/American cruise line based in Southampton, England, operated by Carnival UK and owned by Carnival Corporation. P&O Cruises is the oldest cruise line in the world, having operated the world’s first passenger ships in the early 19th century.

How to reach a person at PayPal

Main: +44 (2380) 655665

Customer Service: +44 (0)843 374 0111

[email protected]

https://www.pocruises.com/

P&O Cruises Responsiveness rating

What you need to know about P&O Cruises

The company responds to most customer complaints in a satisfactory manner.

How to resolve a problem with P&O Cruises

This  guide on how to solve a customer service problem  will help you resolve most problems with the company. You can also refer to the executive contacts below or  contact our advocacy team directly .

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

P&O Cruises mailing address

Carnival House 100 Harbour Parade Southampton, Great Britain SO15 1ST https://www.pocruises.com/

P&O Cruises social media channels

Please check out our expert strategies for resolving a customer complaint before reaching out to an executive at P&O Cruises.

P&O Cruises executive customer service contacts

Primary Contact Paul Ludlow Senior Vice President, Sales and Marketing Carnival House 100 Harbour Parade Southampton, Great Britain SO15 1ST [email protected]

Secondary Contact Josh Weinstein Chief Operating Officer Carnival House 100 Harbour Parade Southampton, Great Britain SO15 1ST [email protected]

Chief Executive Arnold Donald CEO, Carnival UK Carnival House 100 Harbour Parade Southampton, Great Britain SO15 1ST [email protected] +44 (0)2380 655665

How to get professional help with your P&O Cruises problem

If you need help with P&O Cruises, you can contact our advocacy team or just click the "Get Help" button.

This contact was published on November 17, 2015 and updated on March 27, 2024.

Don't Miss a Story!

Our award-winning daily newsletters keep you posted on our random acts of consumer advocacy. Plus, we have insightful letters, insider tips, and more. 

• Money Savers
• About Resolver

Browse by Sector

• Public Services
• Restaurants

This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. You may change your settings at any time or accept the default settings. View our cookie policy here.

Personalised Ads

Sign up here.

Don’t have an account yet?

Business clients

P&O Cruises complaints

Contact p&o cruises customer service.

Resolver can help you send your complaints to P&O Cruises. It’s quick, easy and totally free.

How does Resolver work?

Free forever.

Resolver is free. Just raise a case and leave feedback after. Simple! We’ve helped millions of people find a resolution. Get started now and let’s get this sorted.

Know your rights

There’s no jargon in our rights guides. Instead, they’re full of the info you need to get things sorted. We’ll always be on hand with guidance and support to help you get the results you’re looking for.

Get your voice heard

You can be certain that you’re talking to the right person at the right time. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution.

How to complain about P&O Cruises customer service

Resolver is a completely free complaint-resolution tool that puts the British consumer directly in touch with the customer service providers who can resolve their complaint.

By providing you with all the tools and contact details needed to raise and manage your complaint, we put you firmly in control of your issue.

Head Office address

Phone number: 0843 374 0111.

Please check with your phone provider if you are unsure about how much a call will cost.

Using Resolver you can:

• Keep all your correspondence in one place
• Go straight to the correct contact point within an organisation
• Make use of a series of simple templates to help make raising your complaint as simple and quick as possible
• Receive reminders when you get a response from a company or organisation
• Get an automatic notification when it's appropriate to escalate your case to the next management level within a company
• Package up and send off the whole history of your complaint to an ombudsman or other regulatory body if necessary

Need help complaining?

Resolver is a totally free service that you can use to complain effectively. We are working with industry leaders, regulators and government to make your voice heard and improve customer service. However, if you'd rather complain directly, you can use the above address to contact P&O Cruises.

Want to start a complaint about P&O Cruises?

Tell your friends about resolver.

Want to help others get their issues sorted fast or see the latest updates about how Resolver can help you? Then like us on Facebook and follow us on Twitter .

Working with

With Resolver you can send your case to key ombudsmen and regulators including:

P&O UK Cruise Reviews

1 - 10 of 1,567 P&O UK Cruise Reviews

Sail Date: March 2024

Review for a Europe - Western Mediterranean Cruise on Iona

The only thing to say about the entertainment was that it was loud. We listened to tne full thud of it most nights in our cabin We complained to the Dining Manager Tony ( from Croatia). Twice we told him and twice he did nothing at all. Hence the low rating The food choice was good but with tne exception of tne street food was of a low quality. I’m not sure why I should pay extra to ... Read More

Having cruised with P&O several times, and on Iona before, we were happy to book a 14 night trip to the Canaries. However, our experience during the cruise will lead us to explore other cruise lines in future. We recognise that P&O Cruises offer a value proposition - and in many ways it delivers the basics well. But even a value proposition can delight customers through actions which are not ... Read More

Sail Date: February 2024

Review for a Canary Islands Cruise on Iona

What a Beautiful ship even if the central atrium is a little plain by comparison to the competition, the ship was kept spotlessly clean and in nice condition, we found the food on board to be very good by and large, although the main dinning halls menu could feel a bit repetitive, The Epicurean was well worth the extra money as was Shindu, we had mixed results from the Keel & Cow with a couple of ... Read More

Food was OK unless you paid extra when it was great. entertainment was poor compared to pre pandemic times. Far to much emphasis on tech not on quality. In old day you got a new show every night. No longer it's every other night. on line booking system is poor and older people found it difficult to use. rooms were narrow but the conservatory was great Internet package worked well but ... Read More

Where do I begin... Arrived on this two week cruise with an open mind as I usually cruise frequently with another provider. Iona is a much larger ship with different facilities onboard than I am use to. Once onboard after by inlarge an easy embarkation process, I embarked onto this enormous ship. The Atrium is not spectacular and feels more like a shopping centre on a high street than the ... Read More

check in was easy and took about 30 minutes to get on the ship. We self disembarked which was also quite quick . No wow factor on boarding the ship. There are 3 sets of 8 lifts and you wait ages for a lift and it is often full . Maximum 8 people in each lift less if there is a mobility scooter or wheelchair and there are over 5000 guests . Last day 12 lifts out of 24 were out of ... Read More

Having enjoyed previous cruises with P&O and the itinerary suited our need to celebrate a birthday, we booked a cruise to Spain and Portugal. The ship is beautiful but the quality of the food and the service has declined over recent times. The daytime entertainment was poor with most events designed to 'sell' rather than entertain! No live music until mid afternoon yet the lounge was often full. ... Read More

Traveled with disabled person

Review for a Caribbean - All Cruise on Ventura

We choose Ventura for the ports of call. Alas, three were cancelled but the ports we did call at were in the main okay during our 35 night sailing. Never again on Ventura, the food was of poor quality, the service, hit and miss, the entertainment average, I don't think anyone would watch the acts if they appeared at venues other than on a cruise. The cabins, managed to a Travel Lodge standard, ... Read More

Review for a Europe - British Isles & Western Cruise on Iona

My daughter wanted to visit Holland as her grandmother was Dutch, we had to travel in the school holiday as she works in a school. There were several issues we had; we had a lovely relaxing couples massage and then experienced a hard sell of the products, practically being 'tricked' into saying yes. My daughter wanted to buy a drinks package but,apparently we both had to purchase a package,which ... Read More

Find a cruise

© 1995— 2024 , The Independent Traveler, Inc.

• Cruise Lines , P&O Cruises

P&O: All you need to know

by - 27 Jun 2018

P&O Cruises are an all-time-favourite cruise line in the UK, offering exciting itineraries to a variety of destinations. Whether you’re new to cruising or a seasoned expert, here is a small guide on what to expect on a cruise with P&O.

Before you sail

What does P&O stand for?

P&O is an abbreviation of the company’s full name, The Peninsular and Oriental Steam Navigation Company. Established in 1837, the cruise line was initially used to carry mail by sea, with the ‘O’ added for Oriental in 1840 as the company extended its service to Egypt and Asia.

Can I take a solo cruise on P&O?

Yes, solo cabins are offered on Azura, Arcadia, Aurora, Britannia, Oriana and Ventura. These range from Single Inside Cabins to Single Sea View Cabins and Single Balcony Cabins.

What is included in my fare?

There are three fares to choose from when booking with P&O: Select, Early Saver and Saver. With all guests receiving:

• Full-board accommodation – Dining includes breakfast, lunch and five-course dinner, meals and snacks from 24-hour buffets and informal restaurants, as well as afternoon tea – Drinks include tea, coffee, water and juices
• Entertainment
• Sports facilities – Full use of football, tennis and basketball courts – Use of swimming pools and whirlpool spas – Fully equipped gym
• Children’s Clubs – Full access to age specific children’s clubs – Night Nursery for under 5’s
• Flights – These are offered from London, with flights from other regional airports available on selected cruises – Coach transfers between the airport and ship on embarkation and disembarkation dates are also included

Do you get better deals with P&O if you book last minute or early?

With a last minute deal, you’ll be able to take advantage of a good price, but won’t have as many options when it comes to when you want to travel, your itinerary and choice of stateroom. Booking early means you’ll have more choice and you’ll often be able to take advantage of early booking savings.

How much luggage can I bring with me?

When sailing round-trip from Southampton the luggage limit is 23kg. Fly cruises are slightly different, due to the airport restrictions. With these options, your luggage limit is between 20kg and 23kg, but you will need to confirm this with your airline beforehand.

On-board your ship

What facilities are in my cabin?

Standard facilities include:

• Daily steward service
• TV, radio and telephone
• Refrigerator
• Tea/coffee making facilities
• Air conditioning
• Vanity/writing desk and chair
• Wardrobe and drawer space
• Toiletries pack (including shampoo, conditioner, moisturising lotion, soap and shower cap)

There are ironing stations in each of the laundrettes on-board P&O and a pressing service. However, ironing and ironing boards are not permitted to be brought on-board with you.

If you’re looking to charge mobile devices on-board, standard UK three pin plug sockets are in every cabin across the P&O fleet.

What’s the difference between Freedom Dining and Fixed Dining?

Freedom Dining means that there’s no fixed seating or meal times, whereas fixed dining means that you’ll have the same table at the same time each evening.

Is there free Wi-Fi on-board P&O?

All of P&O’s ships are Wi-Fi enabled, allowing you to access the internet when sailing. Packages can be purchased pre-cruise or on-board, starting at £6.75 for the Connect Package.

How much does The Retreat cost on P&O?

Azura, Britannia and Ventura each offer spa packages, where you can also utilise the open-air facilities of The Retreat. These start at £20 per day, with access to the Thermal Suite also included.

Is there an adults-only pool on-board P&O?

There are three P&O ships which are exclusively for adults: Arcadia, Oriana and Aurora. Additional ships, which are open to children, also offer adult-only pools including Azura, Oceana and Ventura.

What is the dress code on-board P&O?

The dress code only applies to the evenings, during the day is the same as any other holiday. There are two dress codes on-board P&O:

• Evening Casual – Stylish resort or leisurewear including dresses or casual separates for ladies and open-neck polo shirts and long trousers for men. No trainers, football shirts or tracksuits.
• Black Tie – Ladies wear cocktail dresses, ball gowns or smart trouser suits, while men wear dinner jackets, tuxedos or a business suit.

As of January 2018, guests are no longer allowed to wear fancy dress, novelty items or inappropriate personalised clothing on-board. Swimsuits are not permitted in the lounges, interior bars, restaurants or reception areas, and a shirt and suitable footwear are required while indoors and using the buffet restaurants.

Destinations you reach

Does P&O offer world cruises?

Yes, Arcadia offers a 99-night circumnavigation of the globe sailing to 23 countries. Whilst, Aurora sails on a Grand Tour to South America, the USA and Caribbean.

P&O also offers exotic fly-cruises on a schedule that suits you, spanning 17-42 nights, and the cruise line also offers Classic Southern Hemisphere sailings where you’ll visit as many as 20 ports up to 61-nights long.

Where does a P&O mini cruise to Guernsey stop?

Mini cruises to Guernsey stop at the St Peter Port, a pretty town with fine architecture, terraced gardens and winding streets.

How much do excursions cost on P&O?

There are excursions for everyone’s budget on-board P&O, ranging from a paddle boarding experience in Bilbao (£55 per adult / £35 per child), golf on the slopes of Mt Etna (from £175) or exploring Dubrovnik by tuk-tuk (£49 per adult / £42 per child).

Book your cruise with P&O

When sailing on-board, P&O make it easy to enjoy every moment. Whether that’s relaxing, discovering a new hobby or rekindling an old one, tasting new culinary dishes or simply kicking-back with a good book – P&O have it covered.

Here at Cruise118.com we offer a variety of P&O cruises to choose from, with something for everyone to look forward to.

For award-winning service and assistance with your P&O booking, call our Cruise Concierge team on 0808 1234 118 .

•  Around the world for the 2018...
•  Princess Cruises: All you... 

No Comments

Be the first to start a conversation

Leave a Reply

Click here to cancel reply.

• Name (required)
• Mail (required) (will not be published)

Suggested companies

Msc cruises, royal caribbean cruises, princess cruises.

P&O Cruises   Reviews

In the Cruise agency category

Visit this website

Company activity See all

Write a review

Reviews 3.4.

2,913 total

Most relevant

Great holiday

Just returned from the Mediterranean on Azura, this is our 6th cruise. Friendly staff that are hardworking, great choice of food. Entertainment was poor, same bands/ groups just in different venues. The ship was clean and tidy. Our inside cabin was clean and spacious in a good location on ship. The ports we visited were great. We felt there was too much ballroom dancing in atrium, it was on every night and 2 different times. We have always used P&O and have always enjoyed our holidays

Date of experience : 15 March 2024

we absolutely loved our time on Iona…

we absolutely lived our time on Iona what a beauty of a ship . The staff on the ship was amazing nothing was too much for them they really did look after you so much you literally didnt lift a finger and they all worked so hard under such a huge turnaround and were all so lovely and friendly. The food was lovely there was food being served somewhere and was absolutely delicious. The entertainment was fantastic really enjoyed the the rozettes and max the comedian and ventriloquist and digital and also thedancers and acrobatics were amazing. wish the weather was nicer but that you cant predict. loved the infinty pool and really enjoyed all our time abroad iona thank you all x

Date of experience : 16 March 2024

Poor customer service!

Had an issue with the return flight from the Caribbean cruise. Over 90 seats on the aircraft had no fully functioning entertainment system. Evidently P&O were aware and we were informed that they had sent out an email informing us, which was not the case. I have sent in 2 emails and received absolutely no response from P&O, very disappointing customer service. It seems that once your holiday is over they are not bothered!

Date of experience : 09 March 2024

Senior honeymooners....

We went on our first cruise to celebrate our honeymoon. The Azura was a pleasant ship with a good atmosphere. Crew were excellent, cabin was lovely, food was good, weather could have been kinder to us. Overall, thoroughly enjoyed our first cruising experience and will cruise again. P&O were well-organised and provide a very good standard of service.

Very satisfactory holiday.

Our cabin was excellent - roomy, balcony, well serviced, had all we required. Food pretty good. Entertainment mainly superb. Aurora is a delightful ship, perhaps not quite luxury style, but a warm and friendly staff and we were made to feel welcome.

Date of experience : 12 March 2024

Just home from 16 nights on Aurora to…

Just home from 16 nights on Aurora to Norway. Absolutely outstanding. Platforms like this give the moaners an outlet yet reviews that praise are often overlooked. Our first cruise in 5 years and it was still as good if not better than any we have previously done. Research the destinations yourself. Don’t just ask a “group”. You’ll get much more out of your holiday. Make the effort to get dressed up every evening for your night out. it becomes part of making the whole holiday better. These are not “hotel package holidays” they are so much more.

Date of experience : 28 March 2024

Disappointing end to a honeymoon

The cruise was fantastic. However, the customer service from raising a compliment due to an awful experience on an excursion has been shocking. I raised a complaint on the ship about the excursion in which I was told “it’s not our fault it was advertised with the wrong name” I then raised a complaint to online customer services ,in which I have had no response. I have raised another complaint in which I have had no response. It seems no one accepts responsibility or even care to reply now the trip is over. An extremely disappointing end to our honeymoon.

Date of experience : 02 March 2024

First Ever Cruise - Thoroughly Enjoyed Myself

I’ve had a brilliant first cruise on the Aurora - sailing to Norway for 16 days. The cabin was lovely, the food delicious and the facilities great. The staff were efficient, polite and friendly and nothing was too much trouble.

Many of the crew were quite surly and…

Many of the crew were quite surly and not particularly friendly. Good choice and quality overall good. Shore excursions were a bit pricey with regard to value for money. Britannia is a bit tired looking but overall clean. Have been with other cruise companies where we were made to feel more welcome. Generally think P and O culture is quite complacent.

Date of experience : 23 March 2024

Northern lights cruise

This was our first cruise and it was amazing. Wonderful crew, food and activities on board. The northern lights excursions in Alta will be remembered fondly. Will definitely be booking again.

Just got back from two week carribean…

Just got back from two week carribean cruise on Britannia. Flight going over excellent, embarkation smooth,staff friendly,professional always happy to help. Captain night saw himself and some of his officers at the Atrium,back to good old times. Evening entertainment was excellent, big well done to our waiters in the restaurant at night.food was well cooked,hot,great choice,we loved Britannia so much even though looking a little tired,although going for 2 week refit,that we have booked another cruise next year. Was a holiday with great memories

P Off Customers - we don't care about you

Two weeks before the cruise we had a change of itinerary (delayed arrival time) and the excursion we'd booked was changed to another time. Sadly this didn't suit us as we had other plans. P&O refused to change the booking because we'd had a promo code - so they're happy to move it to suit them, but not us, the customers. Absolutely disgusting attitude to our problem, and it took 3 phone calls before they'd admit they wouldn't help.

Date of experience : 25 March 2024

Arvia - Caribbean Cruise Feb/March 2024 The ship is great and catering/ cabin stewards very polite and helpful - but lots of negatives too much to print here, especially the way we were all disembarked for the airport and our 3 hour delay in departing. All down to P&O wanting us off the ship as quickly as possible. Have written a 4 page complaind letter to P&O president Paul Ludlow but he has not giving us the curtesy of an acknowledgement or a reply. This was our fith cruise with P&O and now our last

Date of experience : 24 February 2024

Customer Loyalty

We go on two cruises with them. One in two days and the other middle of May. We are near the top of their loyalty ties on Caribbean level. I have sent various emails asking them a simple question. All I get is holding emails. My cruise agent cannot find out either. It appears that loyalty only applies in one direction.

Date of experience : 29 March 2024

I was on the Iona. Everything was exceptionally clean and food and crew were brilliant. Weather wasn't good and one part was missed due to this. However, that isn't the fault of the cruise line!

worst cruise ventura

worst cruise ventura 1st of all captain Sharples very negative about everything apart from crew, passengers treated as cargo, ie ships exercise done at peak times causing chaos for passengers. loyalty party a sham to many guests to few drinks ran out of marmite day 2 ran out of salad cream soon after ran out of green beans on final days - thank goodness! could go on but to coin a very familiar phrase - cut backs now gone to far become butlins at sea

Date of experience : 11 February 2024

Flight over delayed for over 5 hours…

Flight over delayed for over 5 hours ...still no reply re compensation. The flight back was also delayed but only by an hour ?! whole cruise very disappointing .... but no information and or help from P&O re getting compensation for the delay in flight out on Maleth air of 5 and a half hours . no replies from either side and they just don't seem to care.

Date of experience : 29 December 2023

First time on brittania

First time on brittania. Agree with others in that it is looking a little tired..this did not retract from our overall pleasant holiday. My wife has dietary problems, which were solved by Richard and Timothy ,the head waiters in the oriental. Only complaint was that the waiters in the crows nest were too pushy. How any one can complain about the lack of chocolates on your pillow is beyond me....get a life!!!!

Satisfied Customer

This is the 4th time we are travelling with P&O Cruises. Have to say this year's online Cruise Advisory Service has been the best ever received. The two advisors we had the pleasure of dealing with on the phone, were both clearly spoken, very knowledgeable, polite and professional in all the advice given. We sincerely hope that our up and coming cruise will go just as smoothly for the duration of the trip.

P&O don’t care. Awful post-cruise experience

Had a significant delay with P&O’s charter airline Maleth Aero in December ‘23, flying from Antigua to Manchester. P&O advised me to complete a flight claim delay form obtained on Maleth’s website. I did this, completed the form and submitted it by email on the 4th January ‘24. Maleth acknowledged the receipt of this claim form (after 4 email requests from myself asking for this). I have emailed Maleth on multiple occasions asking for updates on when my claim will be processed and payment made. However, Maleth refuse to respond. I then contacted P&O asking them to communicate with Maleth to ask them for an update. P&O responded saying they would not help as ‘you have decided to take independent action”. However, I did exactly what P&O advised me to do! P&O will not take any responsibility for the service / actions of their charter airline. They refuse to support me and other customers who have submitted claims. This really is a shameful way to behave and reflects very badly on P&O. 3 months after experiencing a harrowing departure from Arvia with hours spent in the airport before boarding the delayed flight, I cannot get any response to my flight delay claim from Maleth or P&O. An awful post-cruise experience.

Date of experience : 30 December 2023

• P&O Cruises ( UK )

P&O Freephone Contact No.

By Host Sharon , August 28, 2016 in P&O Cruises ( UK )

Recommended Posts

Host Sharon

P&O have a freephone number that can be used for questions or information concerning any aspect of shipboard operations.

To contact P&O Cruises, please call 0800 0523840

Link to comment

Share on other sites.

• Welcome to Cruise Critic
• New Cruisers
• Cruise Lines “A – O”
• Cruise Lines “P – Z”
• River Cruising
• Digital Photography & Cruise Technology
• Special Interest Cruising
• Cruise Discussion Topics
• UK Cruising
• Australia & New Zealand Cruisers
• Canadian Cruisers
• North American Homeports
• Ports of Call
• Cruise Conversations

Announcements

• New to Cruise Critic? Join our Community!

Write Your Own Amazing Review !

Click this gorgeous photo by member SUPERstar777 to share your review!

Features & News

LauraS · Started Friday at 06:20 PM

LauraS · Started Thursday at 07:00 PM

LauraS · Started Wednesday at 05:35 PM

LauraS · Started Wednesday at 11:50 AM

LauraS · Started Tuesday at 02:48 PM

• Existing user? Sign in OR Create an Account
• Find Your Roll Call
• Meet & Mingle
• Community Help Center
• All Activity
• Member Photo Albums
• Meet & Mingle Photos
• Favorite Cruise Memories
• Cruise Food Photos
• Cruise Ship Photos
• Ports of Call Photos
• Towel Animal Photos
• Amazing, Funny & Totally Awesome Cruise Photos
• Write a Review
• Live Cruise Reports
• Member Cruise Reviews
• Create New...

• Manage My Booking
• Help Centre

Sign up to our newsletter for exclusive offers Sign-up

• Features & Guides

P&O Cruises Announce Summer 2021 UK Cruises

04 mar 2021 | by bea spencer.

After an uncertain year for the cruise industry, P&O Cruises has taken the decision to replace their summer 2021 itineraries with UK cruises. While this means that other sailings have been cancelled through August, and through September for Iona and Britannia, guests will instead be able to enjoy short-break and week-long UK coastal cruises.

The decision to offer UK cruises follows on from government announcements in February 2021 detailing plans to ease restrictions, as well as the reassurance that has come from the speed with which the vaccine programme is being rolled out. Paul Ludlow, P&O Cruises President, hopes that "the UK 'ultimate escape' staycation option will have wide appeal" and "there really will be something for everyone and the opportunity to spend precious and much-longed for time with family and friends".

UK Coastal Cruises

UK coastal cruises will take place onboard P&O Iona and P&O Britannia , and will all embark and disembark from Southampton. Britannia will offer 3 and 4-night itineraries, and one 6-night itinerary for her final voyage. Iona will offer 7-night sailings, one of which will be her maiden voyaging to Iona in the Scottish Isles to watch the sunset. Excluding Britannia's 6-night cruise, there will be no ports of call for either ship. This will give guests the chance to enjoy relaxing at sea in the summer sunshine, as well as make the most of all of P&O's fantastic onboard facilities. It's important to note that although these are UK coastal cruises, all guests will need a passport to travel.

Keeping Guests Safe

When it comes to keeping guests safe onboard, health and safety protocols on each ship will be in line with government guidance at the time of sailing, and will include crew wearing facemasks, guests wearing facemasks in public areas, stringent sanitation protocols and social distancing. For these UK coastal cruises, all guests must have received both doses of the vaccine at least 7 days before their cruise. While there are no age restrictions on these cruises, the vaccine policy applies to all guests.

For those who feel uncertain about booking a holiday, P&O Cruises offer free flexible transfers in case any changes need to be made.

For further details, visit our dedicated page on P&O Cruise cancellations , and be sure to keep an eye out for more news on these exciting UK cruises. 

For all the info on cruising restarting, please here to preregister your interest, browse all available UK Coastal Cruise sailings and see our comprehensive breakdown on the UK's return to cruising .

Speak to a Cruise expert

0239 327 7800

• P&O Cruises ( UK )

P&O Customer Service

By Megabear2 , July 14, 2022 in P&O Cruises ( UK )

Recommended Posts

We all know that P&O Customer Service can be very challenging to deal with but on this occasion I would like to publicly thank them for their prompt and helpful, human service.

As is posted elsewhere on the board I am in the middle of a major crisis with a different cruise line but had need to contact P&O to cancel a future cruise for which payment was due.  When notified on Monday P&O stepped up to help by offering compassion and assistance in handling the matter of cancellation.  Their solution was offered promptly and was very generous.  

This morning I had need to log in to my P&O account.  Imagine my surprise to find my aunt's "gifted" future cruise credit already transferred to my account and available for use.  Considering I only had the call with P&O late Monday afternoon I was surprised to find it there.

In addition to this, two overnight emails from P&O employees have arrived offering help and support in finding someone in the Princess organisation to deal with my complaint. 

I appreciate that I am lucky to have made contacts with some P&O staff when discussing other issues and that many may not be so fortunate, but I really do feel I must praise them for their kindness, support and help. P&O and these individuals are helping to restore my faith in the cruising industry at a time when I am at my lowest ebb. A big thank you from me.

Link to comment

Share on other sites.

Good to read you are getting things sort and P&O haven been helpful, hope your Aunt is on the road to recovery

29 minutes ago, lindyloo22 said: Good to read you are getting things sort and P&O haven been helpful, hope your Aunt is on the road to recovery

Thank you. Medically no change in condition but her sister saw her yesterday at last.  If there's any change I will update accordingly.

Unfortunately Global Response are not being helpful.  As a warning to all ensure you have your GHIC on you at all times as until ours is located we are paying ALL costs which the UK Government would contribute.  Well into £30,000 now!!

It really does depend on who you get.  In 2020 when we were having difficulty like many other getting our refund, I emailed the Head Office and was finally in touch with a lovely lady who sorted it out.

This year, we had moved 2 cruises to 2023, one of which I hadn't noticed fell over Easter 2023 which is a nightmare at our office because I do the weekends.  I asked the TA if the deposit for the April one could be moved to the October cruise.  He said he couldn't do that which I understood, so I emailed this lady who said "as a gesture of goodwill" she would put a note on my profile to enable my TA to move the deposit which he did.

gsmt47471015

Its always nice when good things get reported as we as a nation do appear to favour the negatives, even if some of them are justified 🙂

Dermotsgirl

At the end of May, I cancelled a P&O cruise for next year, and am due a refund of just under £570, as the deposit was overpaid (long story, dates back to an original booking made in Oct 2019!)

I was told by my travel agent that the refund would take 28 days.... but I wasn't really expecting s refund in that time. Sure enough, I haven't received the money yet, so yesterday I telephoned my travel agent.  They had to phone the 'P&O Triage Team', to find out more.

I'm guessing that P&O Admin is still in some disarray, and they are prioritising enquiries. Rightly so, Megabear was given immediate attention as her situation was pressing and very stressful.  My situation isn't so important, so I've been given a timescale of 10 - 14 days for my refund.

It's reassuring that P&O will still help in an emergency

I haven't had my money in my account for more than two and a half years, so I can wait, as long as I don't have to chase it up again. But, in normal circumstances, I would think that getting on for 2 months for a refund is not so good! 

8 hours ago, Megabear2 said: We all know that P&O Customer Service can be very challenging to deal with but on this occasion I would like to publicly thank them for their prompt and helpful, human service.   In addition to this, two overnight emails from P&O employees have arrived offering help and support in finding someone in the Princess organisation to deal with my complaint.     P&O and these individuals are helping to restore my faith in the cruising industry at a time when I am at my lowest ebb. A big thank you from me.

5 hours ago, Megabear2 said: As a warning to all ensure you have your GHIC on you at all times as until ours is located we are paying ALL costs which the UK Government would contribute.  Well into £30,000 now!!

12 minutes ago, kalos said: Thanks for the heads up my EHIC had expired 2020

I suggest renewal immediately. We have been told 14 days for the duplicate.  The emergency company Global Response will not accept responsibility for the part covered by the GHIC until we produce it, that's one of the reasons I'm furious about the lost bag at the port. We are therefore liable for 70% of land based charges until we receive it and my brother in law who has a POA is signing his life away almost hourly with his fingers crossed!  No idea what someone with limited funds would do.  I assume they would have to work something out.

Having read literally 100 insurance policies since this time last year every one requires you to carry an EHIC or the new GHIC. I'm not sure everyone is aware of the fact you actually have to present that and your passport to the hospital representatives.  I gave a copy of the passport to Princess as I couldn't locate it in the confusion but I was told not sufficient by the paramedic team and luckily it was to hand in my bag ready for the airport.

High Megabear being following your demise and your comments on the epic. Went into the gov site to read up on the latest as I have one at the moment noticed it talked about applying for a temporary  PRC if you couldn't produce yours .Would that not help in your Aunts case ? Other people can apply on behalf of other person don't know if that helps don't know myself if I'm talking rubbish !

WelshmanAtSea

Great to hear P&O have stepped up to the mark and supported where they could. 

Hopefully your Aunt makes a full recovery. 

I've not read all your recent posts (in particular the ones on the Princess forums) but I believe some individuals have been less than kind. Ignore those trolls, sad individuals who delight in others heartache really must have sad lives indeed. 

I must thank you though for highlighting the importance of GHIC (former EHIC) cards, I'd not checked our EHIC cards for sometime and wrongly assumed such cards were no longer required. Ours had both expired and I have just applied for new GHIC cards via gov.uk website. I am sure there are many others like myself who will be prompted by reading your experience. 

2 hours ago, Bin man said: High Megabear being following your demise and your comments on the epic. Went into the gov site to read up on the latest as I have one at the moment noticed it talked about applying for a temporary  PRC if you couldn't produce yours .Would that not help in your Aunts case ? Other people can apply on behalf of other person don't know if that helps don't know myself if I'm talking rubbish !

Hi Binman.  Yes we applied for the temporary one which Italian hospital has accepted to continue treatment.  However the insurance company requires the "proper" card so we have applied for an emergency replacement as per government website.  

Unfortunately the claims handlers are insisting on lots of obstacles being cleared for each step to accept liability.  They've even argued the original Civitavecchia hospital was not a public one and my BIL had to get proof via family friend that is in fact the only public hospital in the area.

Currently the discussion is regarding if the move to the specialist cardiac unit is really necessary despite okaying it yesterday. 

This is a real learning curve for us all. Thought if you had proper insurance no problem but they'll question you and wriggle every step of the way it seems!

2 hours ago, Megabear2 said: Hi Binman.  Yes we applied for the temporary one which Italian hospital has accepted to continue treatment.  However the insurance company requires the "proper" card so we have applied for an emergency replacement as per government website.     Unfortunately the claims handlers are insisting on lots of obstacles being cleared for each step to accept liability.  They've even argued the original Civitavecchia hospital was not a public one and my BIL had to get proof via family friend that is in fact the only public hospital in the area.   Currently the discussion is regarding if the move to the specialist cardiac unit is really necessary despite okaying it yesterday.    This is a real learning curve for us all. Thought if you had proper insurance no problem but they'll question you and wriggle every step of the way it seems!

Sorry to hear about your troubles and hope the outcome is positive. I would just like to ask what a GHIC is. We have never heard of it. We had the old EHIC but that is now defunct I believe.

18 minutes ago, Yorkypete said: Sorry to hear about your troubles and hope the outcome is positive. I would just like to ask what a GHIC is. We have never heard of it. We had the old EHIC but that is now defunct I believe.

The GHIC has taken over from the EHIC.

Easy to apply for on line,  and, as Megabear has shown, is vital if you fall ill abroad. 

After reading this, I checked my EHIC and it will expire this November. Had a look on the Government website which then sends you to the NHS website and found that I could renew up to 6 months before it expires. So I’ve just done that - took less than 5 minutes for the UK GHIC application to be successful.   

However, I don’t think this GHIC card will cover Norway. A new EHIC card will cover Norway but I’m not eligible for one of those. 

4 hours ago, Ardennais said: After reading this, I checked my EHIC and it will expire this November. Had a look on the Government website which then sends you to the NHS website and found that I could renew up to 6 months before it expires. So I’ve just done that - took less than 5 minutes for the UK GHIC application to be successful.    However, I don’t think this GHIC card will cover Norway. A new EHIC card will cover Norway but I’m not eligible for one of those. 

As I understand it Norway will accept a UK passport as a substitute if you have a GHIC card. Negotiations should be ongoing as the problem was the UK agreement for GHIC acceptance was with the EU and Norway is not in the EU.

Thanks for the information on GHIC card. I had an EHIC card that has expired but knew nothing of this replacement. It took literally 5 minutes to apply on govt website for me and Mrs Pete. I presume there are ‘companies’ who will charge a fee for applying for one for you (and getting basic personal details about you including your NI number) but doing it yourself is simple and free of charge.

During Covid we renewed our EHIC and it's always with us.

According to the gov website you can still use your EHIC card up to the expiry date. Ours don't expire until Oct 24.

4 minutes ago, Rupert2251 said: According to the gov website you can still use your EHIC card up to the expiry date. Ours don't expire until Oct 24.

This is correct. Either card as long as in date does the job.  My point was to ensure that if your EHIC expired or you though you didn't need a card now to ensure you obtain one.

I would also suggest you keep it on your person when ashore, eg if you have a misfortune and your card is onboard and the ship sails leaving you ashore. I know many who leave the card in the safe with their passport.

2 minutes ago, Megabear2 said: This is correct. Either card as long as in date does the job.  My point was to ensure that if your EHIC expired or you though you didn't need a card now to ensure you obtain one.   I would also suggest you keep it on your person when ashore, eg if you have a misfortune and your card is onboard and the ship sails leaving you ashore. I know many who leave the card in the safe with their passport.

We always carry our card with us along with a photocopy of our passports, you can't be too careful. Thoughts are with you and your family.

9 hours ago, Yorkypete said:  I would just like to ask what a GHIC is. We have never heard of it. We had the old EHIC but that is now defunct I believe.

 I was same as you ,never knew the old EHIC once expired had a replacement with the 

GHIC card . Will be sending off for one soon using link below .

               https://services.nhsbsa.nhs.uk/cra/start

1 hour ago, pete14 said: Thanks for the information on GHIC card. I had an EHIC card that has expired but knew nothing of this replacement. It took literally 5 minutes to apply on govt website for me and Mrs Pete. I presume there are ‘companies’ who will charge a fee for applying for one for you (and getting basic personal details about you including your NI number) but doing it yourself is simple and free of charge.

A timely reminder Pete given this will prompt quite a few to check their cards and realise they need a replacement. 

Although very alert to scams/rip offs now, at that time it wasn't so prevalent and we weren't tuned in to the dangers of such opportunism.. 

We fell into this trap the time before last when we needed to renew.  It was a bit last minute and we were in a bit of a flap so clicked on the first site which popped up and it just didn't register when we were asked for £10 to renew. They will claim to take care of it all for you - as though it's something difficult/complicated - which it isn't. 

We learned our lesson!  We went to the nhs site the next time.

Just be sure to go to the nhs site - and it may not be the top of your search list - and if you're asked to pay it's  the wrong one!

Hi Megabear 2....I have been reading about your " incident" with your aunt....also have read your insight into the importance of having adequate travel insurance.....very informative. Wonder how many peeps actually take in the minute detail or  just skim over the summary of their Travel insurance.

Do peeps realise the importance of the GHIC card thinking...its ok I have travel insurance....that will be ok....that will cover my needs ....how many actually carry it around with them....all of the time.

For us it will be a situation that will not arise as we have made the decision that our travelling abroad days are over....it has nothing to offer us only possible aggravation....we have seen and experienced all  what we want to see  and are now rediscovering all that our wonderful country has to offer...in its many many varied ways.....peace of mind being on of the advantages for us.

I appreciate that many still want to try and carry on as normal but it is a changed world and you really need to be fully aware of any possible problems and pitfalls....thank you Megabear 2 for highlighting some of them

I wish you well on this latest "incident" and that the outcome is what you wish for.

Happy cruising & adventures everyone....wherever you find them 

2 hours ago, Rupert2251 said: According to the gov website you can still use your EHIC card up to the expiry date. Ours don't expire until Oct 24.

Yes. My husband’s card doesn’t expire until 2024 so I didn’t have to renew his card.  I would also like to thank Megabear for highlighting the continued importance of these cards - but sorry that she had to raise the issue in such sad circumstances. 

11 hours ago, wowzz said: The GHIC has taken over from the EHIC. Easy to apply for on line,  and, as Megabear has shown, is vital if you fall ill abroad. 

Thanks. We have never been advised about getting one . We only have the full insurance which we were told is all that is needed. Incidentally it would seem that not all countries are covered as Norway is not included.

Please sign in to comment

You will be able to leave a comment after signing in

• Welcome to Cruise Critic
• New Cruisers
• Cruise Lines “A – O”
• Cruise Lines “P – Z”
• River Cruising
• Digital Photography & Cruise Technology
• Special Interest Cruising
• Cruise Discussion Topics
• UK Cruising
• Australia & New Zealand Cruisers
• Canadian Cruisers
• North American Homeports
• Ports of Call
• Cruise Conversations

Announcements

• New to Cruise Critic? Join our Community!

Write Your Own Amazing Review !

Click this gorgeous photo by member SUPERstar777 to share your review!

Features & News

LauraS · Started Friday at 06:20 PM

LauraS · Started Thursday at 07:00 PM

LauraS · Started Wednesday at 05:35 PM

LauraS · Started Wednesday at 11:50 AM

LauraS · Started Tuesday at 02:48 PM

• Existing user? Sign in OR Create an Account
• Find Your Roll Call
• Meet & Mingle
• Community Help Center
• All Activity
• Member Photo Albums
• Meet & Mingle Photos
• Favorite Cruise Memories
• Cruise Food Photos
• Cruise Ship Photos
• Ports of Call Photos
• Towel Animal Photos
• Amazing, Funny & Totally Awesome Cruise Photos
• Write a Review
• Live Cruise Reports
• Member Cruise Reviews
• Create New...

P&O Cruises   Reviews

In the Cruise Agency category

Visit this website

Company activity See all

Write a review

Reviews 3.4.

2,913 total

Most relevant

Great holiday

Just returned from the Mediterranean on Azura, this is our 6th cruise. Friendly staff that are hardworking, great choice of food. Entertainment was poor, same bands/ groups just in different venues. The ship was clean and tidy. Our inside cabin was clean and spacious in a good location on ship. The ports we visited were great. We felt there was too much ballroom dancing in atrium, it was on every night and 2 different times. We have always used P&O and have always enjoyed our holidays

Date of experience : March 15, 2024

we absolutely loved our time on Iona…

we absolutely lived our time on Iona what a beauty of a ship . The staff on the ship was amazing nothing was too much for them they really did look after you so much you literally didnt lift a finger and they all worked so hard under such a huge turnaround and were all so lovely and friendly. The food was lovely there was food being served somewhere and was absolutely delicious. The entertainment was fantastic really enjoyed the the rozettes and max the comedian and ventriloquist and digital and also thedancers and acrobatics were amazing. wish the weather was nicer but that you cant predict. loved the infinty pool and really enjoyed all our time abroad iona thank you all x

Date of experience : March 16, 2024

Poor customer service!

Had an issue with the return flight from the Caribbean cruise. Over 90 seats on the aircraft had no fully functioning entertainment system. Evidently P&O were aware and we were informed that they had sent out an email informing us, which was not the case. I have sent in 2 emails and received absolutely no response from P&O, very disappointing customer service. It seems that once your holiday is over they are not bothered!

Date of experience : March 09, 2024

Senior honeymooners....

We went on our first cruise to celebrate our honeymoon. The Azura was a pleasant ship with a good atmosphere. Crew were excellent, cabin was lovely, food was good, weather could have been kinder to us. Overall, thoroughly enjoyed our first cruising experience and will cruise again. P&O were well-organised and provide a very good standard of service.

Very satisfactory holiday.

Our cabin was excellent - roomy, balcony, well serviced, had all we required. Food pretty good. Entertainment mainly superb. Aurora is a delightful ship, perhaps not quite luxury style, but a warm and friendly staff and we were made to feel welcome.

Date of experience : March 12, 2024

Just home from 16 nights on Aurora to…

Just home from 16 nights on Aurora to Norway. Absolutely outstanding. Platforms like this give the moaners an outlet yet reviews that praise are often overlooked. Our first cruise in 5 years and it was still as good if not better than any we have previously done. Research the destinations yourself. Don’t just ask a “group”. You’ll get much more out of your holiday. Make the effort to get dressed up every evening for your night out. it becomes part of making the whole holiday better. These are not “hotel package holidays” they are so much more.

Date of experience : March 28, 2024

Disappointing end to a honeymoon

The cruise was fantastic. However, the customer service from raising a compliment due to an awful experience on an excursion has been shocking. I raised a complaint on the ship about the excursion in which I was told “it’s not our fault it was advertised with the wrong name” I then raised a complaint to online customer services ,in which I have had no response. I have raised another complaint in which I have had no response. It seems no one accepts responsibility or even care to reply now the trip is over. An extremely disappointing end to our honeymoon.

Date of experience : March 02, 2024

First Ever Cruise - Thoroughly Enjoyed Myself

I’ve had a brilliant first cruise on the Aurora - sailing to Norway for 16 days. The cabin was lovely, the food delicious and the facilities great. The staff were efficient, polite and friendly and nothing was too much trouble.

Many of the crew were quite surly and…

Many of the crew were quite surly and not particularly friendly. Good choice and quality overall good. Shore excursions were a bit pricey with regard to value for money. Britannia is a bit tired looking but overall clean. Have been with other cruise companies where we were made to feel more welcome. Generally think P and O culture is quite complacent.

Date of experience : March 23, 2024

Northern lights cruise

This was our first cruise and it was amazing. Wonderful crew, food and activities on board. The northern lights excursions in Alta will be remembered fondly. Will definitely be booking again.

Just got back from two week carribean…

Just got back from two week carribean cruise on Britannia. Flight going over excellent, embarkation smooth,staff friendly,professional always happy to help. Captain night saw himself and some of his officers at the Atrium,back to good old times. Evening entertainment was excellent, big well done to our waiters in the restaurant at night.food was well cooked,hot,great choice,we loved Britannia so much even though looking a little tired,although going for 2 week refit,that we have booked another cruise next year. Was a holiday with great memories

P Off Customers - we don't care about you

Two weeks before the cruise we had a change of itinerary (delayed arrival time) and the excursion we'd booked was changed to another time. Sadly this didn't suit us as we had other plans. P&O refused to change the booking because we'd had a promo code - so they're happy to move it to suit them, but not us, the customers. Absolutely disgusting attitude to our problem, and it took 3 phone calls before they'd admit they wouldn't help.

Date of experience : March 25, 2024

Arvia - Caribbean Cruise Feb/March 2024 The ship is great and catering/ cabin stewards very polite and helpful - but lots of negatives too much to print here, especially the way we were all disembarked for the airport and our 3 hour delay in departing. All down to P&O wanting us off the ship as quickly as possible. Have written a 4 page complaind letter to P&O president Paul Ludlow but he has not giving us the curtesy of an acknowledgement or a reply. This was our fith cruise with P&O and now our last

Date of experience : February 24, 2024

Customer Loyalty

We go on two cruises with them. One in two days and the other middle of May. We are near the top of their loyalty ties on Caribbean level. I have sent various emails asking them a simple question. All I get is holding emails. My cruise agent cannot find out either. It appears that loyalty only applies in one direction.

Date of experience : March 29, 2024

I was on the Iona. Everything was exceptionally clean and food and crew were brilliant. Weather wasn't good and one part was missed due to this. However, that isn't the fault of the cruise line!

worst cruise ventura

worst cruise ventura 1st of all captain Sharples very negative about everything apart from crew, passengers treated as cargo, ie ships exercise done at peak times causing chaos for passengers. loyalty party a sham to many guests to few drinks ran out of marmite day 2 ran out of salad cream soon after ran out of green beans on final days - thank goodness! could go on but to coin a very familiar phrase - cut backs now gone to far become butlins at sea

Date of experience : February 11, 2024

Flight over delayed for over 5 hours…

Flight over delayed for over 5 hours ...still no reply re compensation. The flight back was also delayed but only by an hour ?! whole cruise very disappointing .... but no information and or help from P&O re getting compensation for the delay in flight out on Maleth air of 5 and a half hours . no replies from either side and they just don't seem to care.

Date of experience : December 29, 2023

First time on brittania

First time on brittania. Agree with others in that it is looking a little tired..this did not retract from our overall pleasant holiday. My wife has dietary problems, which were solved by Richard and Timothy ,the head waiters in the oriental. Only complaint was that the waiters in the crows nest were too pushy. How any one can complain about the lack of chocolates on your pillow is beyond me....get a life!!!!

Satisfied Customer

This is the 4th time we are travelling with P&O Cruises. Have to say this year's online Cruise Advisory Service has been the best ever received. The two advisors we had the pleasure of dealing with on the phone, were both clearly spoken, very knowledgeable, polite and professional in all the advice given. We sincerely hope that our up and coming cruise will go just as smoothly for the duration of the trip.

P&O don’t care. Awful post-cruise experience

Had a significant delay with P&O’s charter airline Maleth Aero in December ‘23, flying from Antigua to Manchester. P&O advised me to complete a flight claim delay form obtained on Maleth’s website. I did this, completed the form and submitted it by email on the 4th January ‘24. Maleth acknowledged the receipt of this claim form (after 4 email requests from myself asking for this). I have emailed Maleth on multiple occasions asking for updates on when my claim will be processed and payment made. However, Maleth refuse to respond. I then contacted P&O asking them to communicate with Maleth to ask them for an update. P&O responded saying they would not help as ‘you have decided to take independent action”. However, I did exactly what P&O advised me to do! P&O will not take any responsibility for the service / actions of their charter airline. They refuse to support me and other customers who have submitted claims. This really is a shameful way to behave and reflects very badly on P&O. 3 months after experiencing a harrowing departure from Arvia with hours spent in the airport before boarding the delayed flight, I cannot get any response to my flight delay claim from Maleth or P&O. An awful post-cruise experience.

Date of experience : December 30, 2023

Customer services

Customer services overview.

Working in customer services means representing the forefront of P&O Cruises service. We deal with a variety of enquiries on our front desk reception; from foreign exchange to making sure that all the needs of our guests are met and every query answered. The team communicates daily with a wide range of departments on board and is a great place to meet our guests and start a career at sea.

Career path

Discover more

Photo gallery.