How can I file a complaint with P&O Cruises?

How can I file a complaint with P&O Cruises?
P&O Cruises is one of the most popular cruise lines for UK travelers, offering unforgettable journeys across Europe, the Caribbean, and beyond. While most passengers enjoy smooth sailing filled with excellent service, there may be occasions when things don’t go as expected. From cabin issues and missed excursions to onboard service concerns or post-cruise billing errors, passengers sometimes need to file a complaint with P&O Cruises.

But how do you do it? What’s the right process, and what can you expect after lodging a complaint?

This detailed guide covers everything you need to know about filing complaints with P&O Cruises—before, during, and after your cruise. We’ll also explain the proper channels to use, tips for writing an effective complaint, and alternatives if you don’t receive a satisfactory resolution.

Why Passengers File Complaints with P&O Cruises

While P&O Cruises strives to provide premium experiences, issues can arise for a variety of reasons. Common complaint categories include:

Cabin-related concerns (cleanliness, air-conditioning, noise, or maintenance problems)
Dining and food service (delays, incorrect meals, or limited dietary accommodations)
Excursion issues (cancellations, delays, or misleading descriptions)
Customer service problems (rudeness, lack of assistance, or miscommunication)
Billing and refunds (incorrect charges, onboard account disputes, or post-cruise billing errors)
Accessibility and special needs (mobility, medical support, or unfulfilled accessibility arrangements)
Travel disruptions (embarkation delays, itinerary changes, or cancellations)

Knowing the type of complaint helps ensure it is directed to the correct department for faster resolution.

How Can I File a Complaint with P&O Cruises?

Filing a complaint with P&O Cruises can be done in several ways depending on when the issue occurs—before departure, onboard, or after your cruise ends. Let’s go through the process step by step.

Filing a Complaint Before Your Cruise

1. Contact P&O Cruises Customer Service

If you notice booking errors, name misspellings, or pricing discrepancies before your cruise, contact P&O Cruises customer service directly.

By Phone: P&O provides a customer support line for booking and pre-cruise issues.
By Email: You can also email their guest services team with booking details.
Via Travel Agent: If you booked through an agent, they can raise the issue on your behalf.

2. Required Information

When filing a pre-cruise complaint, always include:

Your booking reference number
Cruise ship name and sailing date
Clear description of the issue
Supporting documents (emails, invoices, receipts)

Filing a Complaint Onboard P&O Cruises

The most effective time to raise an issue is while you are still onboard, as staff may be able to fix the problem immediately.

1. Speak to the Department Involved

For minor complaints, such as a missing room service order or housekeeping delays, first address the matter with the staff directly involved.

2. Escalate to Guest Services

If the issue isn’t resolved, visit the Guest Services desk, located in the ship’s main atrium. Staff there are trained to handle complaints about cabins, billing, excursions, and general service.

3. Ask for a Supervisor or Manager

For more serious concerns, politely request to speak with a manager, hotel director, or department head.

4. Document the Issue

Take photos, keep receipts, and make notes of staff names and times. These records will help if you need to escalate the complaint after your cruise.

Filing a Complaint After Your Cruise

If the issue wasn’t resolved onboard, or you only discovered the problem after returning home, you’ll need to contact P&O Cruises’ Post-Cruise Customer Relations team.

1. By Email

You can submit a detailed complaint via P&O Cruises’ official email address for guest relations.

2. By Post

Letters can be mailed to P&O Cruises’ head office in the UK. Make sure to use recorded delivery for important complaints.

3. Via Travel Agent

If your booking was made through a travel agent, they may be able to file a formal complaint on your behalf.

4. Required Information for Post-Cruise Complaints

Full name and contact details
Booking reference number
Ship name and sailing dates
Cabin number (if applicable)
Detailed description of the issue
Supporting evidence (photos, receipts, excursion tickets, correspondence)

Filing a Complaint with P&O Cruises

Here’s a structured approach to ensure your complaint is filed effectively:

1: Identify the Issue Clearly

Be specific about what went wrong (e.g., “Our cabin’s air conditioning failed for three days” instead of “The cabin was uncomfortable”).

2: Gather Evidence

Save receipts, take photos, and keep a record of staff interactions.

3: Choose the Right Channel

Onboard: Guest Services desk
Before cruise: Customer service line/email
After cruise: Post-cruise relations team

4: Write a Clear Complaint Letter or Email

Include the who, what, when, where, and how of your issue. Be polite but firm.

5: Allow Processing Time

P&O Cruises typically takes up to 28 days to respond to written complaints.

6: Escalate if Needed

If you’re not satisfied with the resolution, you can escalate to ABTA (Association of British Travel Agents) or another relevant travel arbitration service.

Tips for Writing an Effective Complaint

Be Polite and Professional: Anger may weaken your case.
Be Concise but Detailed: Stick to facts, not emotions.
Include Booking Information: Always mention your booking reference.
Propose a Resolution: Suggest what outcome you expect (refund, compensation, apology).
Keep a Copy: Always save a copy of your complaint letter/email.

What Happens After You File a Complaint?

Once your complaint is submitted, here’s what usually happens:

Acknowledgment: You’ll receive confirmation that your complaint has been received.
Investigation: The Guest Relations team will review evidence and staff reports.
Response: P&O Cruises will respond with findings, which may include:
- An explanation or apology
- Compensation (refund, onboard credit, or voucher)
- Denial (if they find no wrongdoing)
Escalation Option: If unsatisfied, you may take the case to an independent travel arbitration service.

Alternatives if P&O Cruises Does Not Resolve Your Complaint

Travel Agent Mediation: If you booked through an agent, they can advocate for you.
ABTA Assistance: As a member of ABTA, P&O Cruises complaints can be escalated here.
Legal Action: For serious disputes, passengers may consider small claims court.
Consumer Protection Services: Depending on your country, organizations like Citizens Advice (UK) can provide guidance.

Frequently Asked Questions (FAQs)

1. How long does it take for P&O Cruises to respond to a complaint?

It typically takes up to 28 days for a full response, though acknowledgment is usually faster.

2. Can I complain while still on the ship?

Yes, and it’s recommended. Guest Services is available 24/7 onboard.

3. Will P&O Cruises compensate me for a complaint?

Compensation depends on the nature of the complaint. It may range from apologies and onboard credits to refunds.

4. What if I booked through a travel agent?

You can file your complaint either directly with P&O Cruises or through your travel agent.

5. Can I escalate my complaint outside P&O Cruises?

Yes, unresolved complaints can be escalated to ABTA or another arbitration body.

Pros and Cons of Filing a Complaint with P&O Cruises

Pros

Multiple official channels available (phone, email, onboard desk, post)
Membership with ABTA ensures consumer protection
Onboard issues can often be resolved quickly

Cons

Post-cruise complaints may take several weeks to resolve
Compensation is not guaranteed
Some complaints may require escalation

Filing a complaint with P&O Cruises is a structured process that ensures passengers’ voices are heard. Whether your issue arises before, during, or after your cruise, there are clear channels available—from onboard Guest Services to the Post-Cruise Customer Relations team.

To maximize your chances of a positive outcome, always provide clear details, keep documentation, and remain polite and professional in your communication. Most importantly, act quickly when possible—complaints raised onboard are often resolved faster.

While the vast majority of P&O Cruises passengers have smooth and enjoyable experiences, knowing how to file a complaint ensures you’re prepared to handle any situation confidently.