P&O Cruises update: Customers told to wait months for cruise refunds worth thousands
P&O Cruises’ customers have been left furious with the cruise company after it emerged that people were waiting months for refunds which could be upwards of thousands of pounds. Some customers are still waiting for refunds from cruises that were cancelled in March, according to consumer website, Which?. The company has suspended all its voyages until July 31 2020.
The customer was meant reportedly to depart on March 16, but to the growing coronavirus pandemic at the time, the cruise was cancelled.
The customer was told that they would receive a full cash refund within 45 days, which was by April 30.
However, the customer never received the refund.
Other customers have reportedly been told that they can expect their refunds either in 45 days or 60 days*.
P&O responded and said that the reason it could be taking longer is due to the sheer volume of bookings.
They said: “It’s unfortunately a logistical issue due to the volume of bookings we have had to cancel as to why all affected guests have not yet received refunds.
“These are extraordinary times and while we are processing these as fast as we are able, due to the extraordinary circumstances associated with COVID-19, and the associated impact to our customer contact centre team and wider business, refunds may take up to 60 days to be processed.”
The customer reportedly received a refund by going through their credit card provider.
According to Which?, a cruise is included within Package Travel Regulations.
Therefore, customers are obliged to receive a refund within 14 days.
Package holidays usually mean there are two elements to the holiday – the transport and the accommodation.
*This article was amended to reflect that P&O Cruises do not take 90 days to issue refunds.
Published at Thu, 14 May 2020 12:56:00 +0000