P&O Cruises customer Kevin Turnock wrote to the Telegraph on January 11, 2024.
“Despite the dangerous situation in the Red Sea being reported every day, many travel companies do not provide updates to their customers, and some do not even respond to customer questions. Frankly, this is not acceptable, especially at a time when families are spending huge amounts of money on these companies and are clearly worried about the situation.
“Our situation is this: P&O is sailing around the world, Arcadia. The ship left the UK this week for the first leg of its voyage to the US and the Caribbean. My wife and I will meet the ship in Sydney and depart for the UK on 22 February 2024. Arcadia It is planned to cross the Red Sea and Suez Canal on its return to England.
“Unfortunately, there are currently almost daily missile and drone attacks on ships in the Red Sea region, and I cannot imagine P&O sending a big white ship, complete with Union Jack livery, to the region any time soon.
“I have been trying to contact P&O for an update since November to decide whether my cruise will be canceled (as many cruise lines have already announced for itineraries that include the Red Sea) or rerouted via Africa (at least as one cruise). line and many commercial carriers have already done this) or cut it short and passengers flew home from, say, Singapore or Sri Lanka.
“But to date I have generally received no response, or in one case a message: ‘We are constantly reviewing the situation, any changes that may need to be made to any of our itineraries will be communicated to our guests.’
“In our case the cruise was booked to celebrate our 60th birthday, so we will need sufficient time to make alternative arrangements in the event the cruise is cancelled. We are sensitive to this possibility as a previous cruise was canceled just 48 hours before departure.
“I don’t understand why the company is so reluctant to provide a meaningful update or engage in a conversation. I appreciate that a definitive decision may not be available, but options considered should be available by now and perhaps offer the right to request a refund without penalty.”
A spokesperson for P&O Cruises said:
“We are monitoring the situation on a daily basis and will notify guests if any changes to the itinerary are required.
“The safety, security and well-being of guests and crew is our absolute priority. If we decide to change the itinerary based on our own assessment of the situation or advice given by authorities, for example the Foreign, Commonwealth and Development Office (FCDO), we will inform guests of the revised itinerary and any possible changes. Other effects on navigation depending on the situation.
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The situation in the Red Sea is constantly changing and highly unstable. Just last week, the UK and US carried out airstrikes on Houthi military bases in Yemen. It is therefore understandable that P&O Cruises has taken a cautious approach and followed FCDO advice on the matter. As it is, Arcadia It is planned to pass through the Red Sea and Suez Canal at the beginning of April.
You and your partner are understandably frustrated and eager for answers, especially considering the holiday is a big double birthday celebration. However, at this stage your options are limited.
Since you will be joining the cruise in less than 90 days, you cannot transfer your itinerary to an alternative cruise. If you choose to cancel unilaterally, you will only receive a partial refund.
Since you’ll be joining the cruise on February 22 (a little over a month away), you’ll have to pay a 75 percent cancellation fee (P&O Cruises phases cancellation fees based on proximity to the departure date). This will mean a loss of thousands of liras.
P&O Cruises reserves the absolute right to change its schedule after departure. considering Arcadia Sailed from Southampton (January 6th) and is currently heading for the Caribbean, clause 43 of the Terms and Conditions is very important for you and your partner.
“P&O Cruises does not guarantee that upon departure the ship will call at every port on the itinerary or follow every part of the advertised route or programme, or that every part of the Package will be provided. P&O Cruises reserves the absolute right to decide whether to bypass any such ports and/or call at additional ports and/or change the advertised route, schedule or Package.”
It adds that if P&O Cruises is unable to provide a significant part of the package (e.g. avoiding the Suez Canal and rerouting around Africa): “it will make suitable alternative arrangements for the continuation at no extra cost to the Guest.” Your package.”
If you and your partner do not agree to reroute plans for “justifiable reasons”, P&O Cruises will “provide transportation back to the Guest’s place of departure or another destination where the ship will be destined with P&O Cruises, where appropriate.” The guest accepted.”
As the situation in the Red Sea is an unavoidable and exceptional situation beyond P&O Cruises’ control, you are unlikely to be entitled to any additional compensation.
Your best bet for now is to stay in close contact with P&O Cruises and also keep a close eye on what other cruise lines are doing. Fred Olsen Cruises says it still plans to sail through the Suez Canal in April: “Around this time, we will of course implement a contingency plan in case any risks increase,” he said. Meanwhile, Viking Cruises has canceled the night sailing of its planned world cruise to Haifa, Israel, but for now its Suez transit in April remains in place.
It goes without saying that if you get on a plane Arcadia By February 22, you and your spouse should make sure you have comprehensive insurance coverage.