P&O - wrong destination

ag19lfc

Just got back home after a 3 day mini cruise. Unfortunately, despite booking a Hull-Amsterdam trip, we were taken to Rotterdam instead due to an issue with the boat's propeller causing a seven hour delayed departure.

We were told there would be a 2 hour delay but a further announcement was never given until the morning after.

I plan on writing a complaint tomorrow morning but just wondered if anyone had experienced a similar problem with P&O not being able to fulfill bookings properly.

If anyone has ever been to Rotterdam, you will understand that there is absolutely nothing to see or do there.

photome

have you read their T and C, does it say anything about not getting you to correct destination, i suspect it will and they prob have a get out clause.

I would read them first and then go from there, i also wouldnt be happy ending up in a different destination.

Although not sure how much time you actually get in your destination on a mini cruise

thinking about it, I guess the very fact it was a cruise rather than a ferry, means that for the most part you did get what you paid por

ferryenthusiast

The original post is not too clear on what actually happened as the ship sailed its normal route from Hull to Rotterdam (Europoort). Then normally from here there are two coach services: one into Amsterdam (2 hours traveling each way) and one into Rotterdam itself (1 hours traveling each way)

Having look at the ships electronic logs for that day shows:

Departed Hull at 03:40
Arrived Rotterdam at 14:10 (so 6:10 minutes late)
Departed Rotterdam at 20:45 (15 minutes early)

So 6 hours 35 minutes in port.

Having traveled that route on many occasions I would then estimate the following:

Anything between 30 and 60 minutes after arrival to disembark and go through customs and a similar time for re-boarding in the evening.

So assuming they were able to juggle the timings with the coach company this would not have given you very long in Rotterdam itself (estimate about 2 hours maximum).

I am therefore guessing that P&O said that there were no coach trips and as such you had no option but to remain at the port and I agree there is nothing in the terminal building.

Given that included in the price of the ticket is normally £6 roughly per person each way for the coach I would hope that they would at least refund this amount for you as you would have paid for something that you did not receive. The rest would be the price for the crossing itself.

As a previous poster has said the T&C's do cover this type of scenario which gets them 'theoretically' out of having to pay you anything however P&O are normally pretty good customer service wise.

(Link to transponder logs: here)

SteveJW

ferryenthusiast

What a fascinating site

Thanks

Haarlem

I have not found P & O very helpful when a ferry is delayed.

Two years ago we were five hours late into Hull and there was not a bus available for ferry passengers. A mad scramble for taxis. P & O at Dover (their customer service contact) were not interested in reimbursing for the extra cost, including extra cost of train tickets for the missed timed pre-booked service.

Last year we were four hours late into Europoort, but no announcements until 8.00am when they gave the wake up call for breakfast. I could not understand why it had not been at 6.00am as usual.

I am a frequent user of this service, and everything about the ferries has deteriorated over the last three years. One noticeable thing are the empty shelves in the shops so revenue must be down, although they obviously make money on the bars. It is now one big booze cruise, with the police often meeting the ferry at Europoort to deal with trouble makers.

Sometimes I am forced to use the Hull service, but when I can I use Stena from Harwich - a really good experience

McKneff

Apart from a ship being delayed 5 hours leaving Europort because of problems we have not had a problem. They fed us sandwiches in those 5 hours, when we got on the ship, they fed us a meal whether you had prebooked one or not. The prebooked people got their money back.
Next morning the service bus had gone because we were 4 hours late, P&O ran as many peopel into Hull as possible in their courtesy cars. The bus fare from Hull to Home was reimbursed after emailing them.

Delays are inevitable sometimes, not a nice experience but not financially any worse off.

We have been twice a year for the last 10 years and have experienced excellent customer service every time.

ag19lfc

ferryenthusiast wrote: »

The original post is not too clear on what actually happened as the ship sailed its normal route from Hull to Rotterdam (Europoort). Then normally from here there are two coach services: one into Amsterdam (2 hours traveling each way) and one into Rotterdam itself (1 hours traveling each way)

What we paid for was a ferry from Hull to Rotterdam and then a return coach transfer to Amsterdam.

Due to the 7/8 hour delay in setting sail from Hull, P&O cancelled all coach transfers to Amsterdam, as there would be little time to spend there after the coach journey and we were taken to Rotterdam instead.

Had we known we would be going to Rotterdam for the day, we would not have gone on the cruise.

If I had booked a flight to Barcelona and the airline had taken me to Madrid instead, they would provide a way for passengers to be taken to Barcelona. Surely, a ferry company has the same obligation?

Can't see anything in the T's & C's about failure to get passengers to their intended destination?

EycplUK

What we paid for was a ferry from Hull to Rotterdam and then a return coach transfer to Amsterdam.

Due to the 7/8 hour delay in setting sail from Hull, P&O cancelled all coach transfers to Amsterdam, as there would be little time to spend there after the coach journey and we were taken to Rotterdam instead.

Had we known we would be going to Rotterdam for the day, we would not have gone on the cruise.

If I had booked a flight to Barcelona and the airline had taken me to Madrid instead, they would provide a way for passengers to be taken to Barcelona. Surely, a ferry company has the same obligation?

Can't see anything in the T's & C's about failure to get passengers to their intended destination?

Cannot see what your problem is with the response from P&O to a ferry experiencing difficultys !
You would rather have spent 4 hours travelling , there & back , to amsterdam with about an hour there ?
Think P&O did the right thing with the rotterdam drop , plenty to do in rotterdam and more time to spend there ! and yes we have been to rotterdam , many times , you just have to get off your ar*e and find the best bits !
Stop moaning and just admit your after some compo !

photome

ag19lfc wrote: »

What we paid for was a ferry from Hull to Rotterdam and then a return coach transfer to Amsterdam.

Due to the 7/8 hour delay in setting sail from Hull, P&O cancelled all coach transfers to Amsterdam, as there would be little time to spend there after the coach journey and we were taken to Rotterdam instead.

Had we known we would be going to Rotterdam for the day, we would not have gone on the cruise.

If I had booked a flight to Barcelona and the airline had taken me to Madrid instead, they would provide a way for passengers to be taken to Barcelona. Surely, a ferry company has the same obligation?

Can't see anything in the T's & C's about failure to get passengers to their intended destination?

(v) From time to time sailing schedules may be interrupted or changed and crossing times extended due to adverse weather conditions or other operational circumstances beyond our control. We cannot accept liability for any costs or inconvenience caused by such delays. In these circumstances we will do our best to advise you of any delays.
(vi) We cannot accept liability for any costs or inconvenience caused by delays in your arrival at the port of departure.
(vii) The facilities available at each of the ports that we operate from vary.

those terms may cover it.

I cant see that P and O did a lot wrong, they had problems, it happens.



What are you after from P and O? I think you may have a case for your coach fare to be refunded

McKneff

[QUOTE=EycplUK;56847775]What we paid for was a ferry from Hull to Rotterdam and then a return coach transfer to Amsterdam.

Due to the 7/8 hour delay in setting sail from Hull, P&O cancelled all coach transfers to Amsterdam, as there would be little time to spend there after the coach journey and we were taken to Rotterdam instead.

Had we known we would be going to Rotterdam for the day, we would not have gone on the cruise.

If I had booked a flight to Barcelona and the airline had taken me to Madrid instead, they would provide a way for passengers to be taken to Barcelona. Surely, a ferry company has the same obligation?



Bit confusing there,
You normally pay for a ferry from Hull to Europort, then when you get to Europort you either get on a coach for Rotterdam or Amsterdam.

I have to agree with you about Rotterdam though, it's all steel and concrete, I hated it. Things to see if you go further afield but when you are time restricted in a different country, it can be a daunting prosect exploring.

Zziggi

Would the OP mind telling me whether it was the Pride of Hull or Pride of Rotterdam ferry please?