P&O Cruises
View company profile →
Consistently poor customer service and…
Consistently poor customer service and inflexible systems We’ve cruised with P&O before and had issues previously that still haven’t been addressed, and now we're already having problems before our next trip has even started. On a past cruise, we booked a spa package in advance—but unlike direct bookings, you aren’t allowed to choose your massage times until you’re on board. It meant no control over your schedule and limited availability by the time you got there. Completely inflexible and unfair, and giving priority to those who don't book a package. The staff weren’t interested in helping at all. It’s a poor setup and badly thought through. Now, for our upcoming trip, we booked as a party of 20 over a year ago. We told them clearly: 18 are travelling by coach, 2 will drive down the day before. We asked for our boarding times to be aligned and were told this was fine. But after check-in, we’re now 2 hours apart. I’m one of the two arriving early, so I’ll be standing around while the rest arrive later. Rang customer service—waited over an hour—only to be asked about my marketing preferences. Useless. It’s clear that P&O care more about internal processes than customer experience. They need to do much better.