Hull to Zeebrugge Ferry Crossing Refund

CollingsN

I was due to sail from Hull to Zeebrugge on Friday 3rd July returning on Friday 17th July as part of our annual summer holiday. For obvious reasons we have not been able to go and have been offered the standard credit note for travel during the next 12 months which we have taken as we didn't feel as though we had any other option (even though a refund would have been preferable). The standard P&O response was that as the ferry was sailing, albeit for freight only, they would not issue a refund. We have since found out that the Hull to Zeebrugge ferry is not actually sailing and therefore would like P&O to provide a full refund (which of course they do not want to do). Could someone advise on how we would go about getting a refund and what our next steps should be? 

allidave

we accepted a voucher for Hull-Zeebrugge for cancelling an April crossing and were satisfied with this as we had only booked a saver ticket. 
Like you, we have found that this route is not running and my message via their facebook page advised me they do not know when this will be reviewed, so to email customer service, which had just returned to work on 7 July.   The auto reply from cust services states they are working through emails and currently (yesterday) were dealing with emails dated 26 June, so it seems like it will take some time.  I suspect that they will refuse my request for refund as I had only booked a saver ticket however, If this is the case, my plan is to remind them they are not offering the route and cannot tell me if or when this will be reinstated.  Additionally, the credit voucher does state that it is only valid for the route originally booked.

It appears that some people are transferring their zeebrugge ticket for Rotterdam however, the prices for this route have risen significantly.

Good luck!

macman

For what 'obvious reasons' were you unable to travel? The borders were open, and FCO advice was just that-advisory. If the route was running (or scheduled to be so at that time) , then you would not have been entitled to a refund, as it was you that asked to cancel. You accepted a voucher, (which they offered voluntarily), which removes your right to a refund. 
You'd have to check the terms of the voucher, but I'd imagine that it can be used on any P&O service: they are not able to guarantee the operation of any specific service months ahead, and your voucher must have some long-term validity?
You may have some possibility of a claim under your travel insurance: refer to the policy. Otherwise, it's down to 'disinclination to travel'. 

CollingsN

So the issue I have is that the ferry was not running on the 3 July when we had booked to go so different to the situation where the route was running. 

Thanks allidave I will try the same approach as see what response I get from P&O. 

MiniJOJO

I am in a similar situation I have a ferry booked for the 31st of July from Hull to Zeebrugge and I have been offered a voucher valid for 1 year, I work for the NHS and we can only have 1 staff member off at once from our department so I might not be able to get the time off to use it within a year. I would rather have my money back, I paid £935. There is no passenger ferry running on the day I booked so as I see it they cannot provide the service I have paid for so should give me a refund. The ferries on that route are only taking freight so they cannot take us and our caravan. Do I have to take the voucher which might be wasted or can I ask for a refund? I am not declining to travel there is no ferry on that day.

macman

CollingsN said:

So the issue I have is that the ferry was not running on the 3 July when we had booked to go so different to the situation where the route was running. 

Thanks allidave I will try the same approach as see what response I get from P&O. 

That wasn't clear from your first post, but if the ferry ran but was not accepting foot or car passengers, then clearly that counts as a cancellation of your ticket and you are entitled to a full refund. If the ferry didn't run at all, the same applies. Either way, you can get a full refund. P&O are simply bluffing. Just send them an LBA giving them 14 days to pay. After that, do a chargeback.

MiniJOJO

Update - I got a full refund they said they would get back to me when I asked for a refund but they just paid the money back onto my CC.