P&O have refused embarkation onto booked cruise from Southampton

bully1950

We have a cruise booked with P&O on the Aurora for 7 nights 24th April 2020 to go to,Spain ,France & Guernsey they have refused embarkation to myself and my wife will not give a refund of the full amount given, they will only give back 40% of total paid. After a lot of complaining they said they will give us 40% back and hold the other 60% back on file and we can use it toward another booking . we told them that we had another booking in 2021 with them and we had paid a deposit, could we put the 60% toward that booking, they refused.
They refused to allow us on board because we have booked a holiday to Japan on the 5th April 2020 and returning on the 16th April  2020 or flight stops in Hong Kong for transfer to Japan we are in the Airport for 2 hours and the same on return, and because its within 14 days of embarkation they will not allow us on board and will not give a full refund as we have requested. We did not cancel our booking.
People that are traveling through the same areas as us that are boarding the Arcadia in Honk Kong and will be given a full refund in March.
What can I do? I have just spent 5 months trying to get a refund from Thomas Cook it came last week!
I am 70 years old and myself and my wife could do without this awful stress.

DoaM

How did you pay? If by credit card then raise a Section 75 claim ... as the service provider (seller) are refusing to provide the service I don't believe they can arbitrarily cancel the contract and hold on to the money, regardless of the fact it's because of (possible) health concerns.

What do their T&Cs state in respect of health and governmental advice regarding disease outbreaks?

m0bov

LBA them with resolver.

Keep_pedalling

How did they know about the Japan trip?

bully1950

They know about the Japan trip because I had to report it to P&O they could have seen it on my passport and refused enters to the ship after I had traveled miles to the port. I will persue the section 75 thanks. 

bully1950

What does LBA resolver mean?

p00hsticks

bully1950 said:

What does LBA resolver mean?

LBA = Letter Before Action.

Resolver is the MSE complaints tool which you can find here https://www.resolver.co.uk/

Manxman_in_exile

OP - Are you sure P&O are saying they'll only refund 40% and will only give you credit for the remaining 60% against future bookings?  And that you can't use it pay off the balance on a future booking you've already made?

I find that astonishing.  Before going down the s75 route have you actually spoken to anyone in authority at P&O (as opposed to a call centre operative) or made a formal complaint in writing?  I can't think of a more effective way of !!!!ing off your customers.

bully1950

That was exactly what they said. The call centre spoke to a manager and they said that is only what they will offer.
We are both pensioners and these are holidays that my wife booked for my 70th birthday.
I find P&O are quite cruel!
I have Emailed a complaint to them but they won’t budge.
I found out yesterday that if you are travelling through China, Japan etc and boarding the Arcadia in March they will give a full refund. I Emailed P&O and said that we were being discriminated against, we have had no reply.

DoaM

Section 75 ... claim a full refund due to P&O's breach of contract. (Assuming that they have ... you have checked the T&Cs per my earlier reply, yes?)

garth549

How can they possibly refuse a refund if they refuse to provide the service you paid for?  Have you broken the original contract you made with them in some way?

Write a letter before action demanding they either honour the booking or refund in full within 14 days.  If they refuse then submit a county court claim.  It costs but it's easy.