P&O cancelled cruise due to Covid and won't refund

Pippa12345

To me, P&O cancelled the cruise and I am due a refund. They've told me that all refunds will go back automatically by their computer system to the cards that the payments originated from. I've had four responses via Facebook every fortnight telling me that I will receive my refund in full within 7 - 10 days and I have had four responses via resolver, the first offering me a 50% refund and the other three asking me for a letter. Had just one of those responses actioned the refund that I am legally due they'd have more time to deal with other people and wouldn't be so busy. I think they're looking for get out clauses of every refund and they don't care how much time they spend doing that. 

They cancelled my cruise on 23rd April and I have been in contact with them since that day.  85 days later and no sign of a refund. 

Maybe I am being unreasonable. I'm just stressed and unwell right now. 

Pip.

Sayschezza

I received our refund cheque today for a cancelled May1st cruise. £6190 for my friend and I. So glad that's all sorted.

brianposter

OP. You keep talking about "her refund". Exactly what was her refund and how was it paid ?

strawb_shortcake

Pippa12345 said:

To me, P&O cancelled the cruise and I am due a refund. They've told me that all refunds will go back automatically by their computer system to the cards that the payments originated from. I've had four responses via Facebook every fortnight telling me that I will receive my refund in full within 7 - 10 days and I have had four responses via resolver, the first offering me a 50% refund and the other three asking me for a letter. Had just one of those responses actioned the refund that I am legally due they'd have more time to deal with other people and wouldn't be so busy. I think they're looking for get out clauses of every refund and they don't care how much time they spend doing that. 

They cancelled my cruise on 23rd April and I have been in contact with them since that day.  85 days later and no sign of a refund. 

Maybe I am being unreasonable. I'm just stressed and unwell right now. 

Pip.

The more I think about this the more something doesn't seem quite right. 2 weeks for a refund seems exceptionally quick given the pandemic.
You say about money only being returned to the card it came from yet you both paid in part for each other so how could she have had a full refund just for herself? 
P&O have made thousands of refunds and changed bookings in the last 4 months so please try not to take it personally that they are trying to weasel out of refunding you, there are many more in the same situation. 

Additionally there had been issues with P&O systems calculating the refund incorrectly by deducting the deposit so some were due further refunds. I think you need to speak to your friend to understand exactly what she was refunded to clarify the situation.

Pippa12345

brianposter said:

OP. You keep talking about "her refund". Exactly what was her refund and how was it paid ?

My friend's half of the booking. As we're friends and were sharing a twin room the booking had one booking reference and we had separate P&O account numbers within the booking. My friend isn't tech savvy and has no idea how to make a BACS or telephone banking transfer to me so I paid for both our deposits. She then paid the full amount of her fare on the day the balance was due with her credit card. Her money was refunded in full to her credit card two weeks after she completed the online form so my friend has been fully refunded. 

Pippa12345

Sayschezza said:

I received our refund cheque today for a cancelled May1st cruise. £6190 for my friend and I. So glad that's all sorted.

I am so pleased for you, what a relief. 

Pippa12345

annabanana82 said:

Pippa12345 said:

To me, P&O cancelled the cruise and I am due a refund. They've told me that all refunds will go back automatically by their computer system to the cards that the payments originated from. I've had four responses via Facebook every fortnight telling me that I will receive my refund in full within 7 - 10 days and I have had four responses via resolver, the first offering me a 50% refund and the other three asking me for a letter. Had just one of those responses actioned the refund that I am legally due they'd have more time to deal with other people and wouldn't be so busy. I think they're looking for get out clauses of every refund and they don't care how much time they spend doing that. 

They cancelled my cruise on 23rd April and I have been in contact with them since that day.  85 days later and no sign of a refund. 

Maybe I am being unreasonable. I'm just stressed and unwell right now. 

Pip.

The more I think about this the more something doesn't seem quite right. 2 weeks for a refund seems exceptionally quick given the pandemic.
You say about money only being returned to the card it came from yet you both paid in part for each other so how could she have had a full refund just for herself? 
P&O have made thousands of refunds and changed bookings in the last 4 months so please try not to take it personally that they are trying to weasel out of refunding you, there are many more in the same situation. 

Additionally there had been issues with P&O systems calculating the refund incorrectly by deducting the deposit so some were due further refunds. I think you need to speak to your friend to understand exactly what she was refunded to clarify the situation.

My friend only made one payment to P&O on the day the balance was due and received that exact same amount back to her credit card two weeks after applying for her refund online. I guess she just happened to be fortunate that her account was dealt with quickly. I'm pleased that she's had her refund. 

Pippa12345

I've had further communication from P&O this afternoon via Facebook messenger. They can see that I cancelled my cruise on March 17th so am not entitled to a refund. 

I have no evidence of my phone call after that letter ensuring and confirming that the booking was proceeding. I had no acknowledgement to that letter at any point. I bought things for the cruise in April and four weeks after P&O cancelled the cruise I applied for a refund of my holiday insurance premium as P&O had cancelled the cruise. Had I not requested the holiday insurance premium back in June I might have been able to claim from them. As it is P&O have told me that I am not due any refund. So that's it I guess. I feel robbed. 

Sayschezza

Pippa12345 said:

annabanana82 said:

Refunds are taking ages it's meant to be 45 days but some have been waiting around 100. 
With it being the same booking reference as your friend are you sure she never got both of the refunds? 

She definitely has received just her refund. In full within two weeks of applying for it. Apparently every refund will only go to the cards that paid for it. 

Thats not correct. My friend and I both paid half each on our respective credit cards to the TA who must have forwarded the money to P&O. I recieved a cheque for the whole amount as I am the lead (eldest) on the booking forms. I have to pay in the cheque and transfer my friends half to her. I was told by the TA that all the refunds are being paid by cheque so I dont think its just us. The amount we paid (total £6190) showed on our account against the cancelled cruise until refunded. I guess yours should have done the same. P&O did e.mail me an on line form to request a refund. Its worth having a look on line with the cruise number to see if your money is still sitting there. Surely if your friend has her refund it means it wasnt cancelled by you. Good luck.

Pippa12345

I booked direct with P&O hence it's different. I know that I won't get my refund, they've told me clearly now. 

I'm trying to talk myself into staying calm ie it's only money but it's difficult because it's not like I have any. This had been planned as the one off holiday of a lifetime. Which won't ever happen now. 

But things could be far worse. Many people have lost their lives in this pandemic, money is less important. Just feel this is not a just result.