P&O Cruises
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Terrible communications is sabotaging P&O as a business and turning away customers
Every aspect of the customer engagement system from website to call centre is terrible. The website is arduous and when I eventually booked the pricing was wrong so I had to engage with the call centre to get it corrected. Email communications were often factually incorrect on important areas relating to regulation for entering and leaving the EU and email links don't work. This is known to the call centre staff and the situation was the same last year. Communications on the website and email is confused, with vital and relevant information hidden amongst a sea of general and often irrelevant information. Getting to Rotterdam there was an inexplicable 90 minute delay leaving the port and when we returned we received an text message on the 1st of July 2025 telling us they looked forward to welcoming us aboard that evening when we weren't due to sail until the following day. We had to call them to clear up this potentially dangerous confusion, I suspect others may have raced to the port. I speak as a specialist who has worked on numerous billing, web and customer service systems for global players and P&O really do need to streamline their systems and eliminate errors.