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

brianposter

You appear to be very good at confusing things. Your friend was refunded either "my friends half of the booking" or " the balance (that) was due and received that exact same amount back" - It seems very unlikely that these would be the same amount.

Either way you need first to find your phone call on your telephone bill and look at the date.

Has it occured to you that the letter may have arrived after your phone call ?

Pippa12345

brianposter said:

You appear to be very good at confusing things. Your friend was refunded either "my friends half of the booking" or " the balance (that) was due and received that exact same amount back" - It seems very unlikely that these would be the same amount.

Either way you need first to find your phone call on your telephone bill and look at the date.

Has it occured to you that the letter may have arrived after your phone call ?

Apologies if what I have said isn't clear. Our individual costs for the cruise was £2243 each. I paid the deposits (£112 each so I paid £224 from my current account in December 2019) because my friend  didn't know how to get her deposit to me (she has mental health difficulties) then on the day the balance was in March my friend paid £2243 on her credit card. I paid £2019. 

My friend has received £2243 back to her credit card. 

I don't have a landline and my mobile phone call history doesn't go back to when I telephoned P&O to ensure the cruise wasn't cancelled and to make sure the booking was active as it was soon after that letter in March which P&O never responded to. Had they in anyway communicated acknowledgement of that letter by saying they took it as cancellation or something then I would have immediately followed that in writing to reactivate the booking realising that my phone call doing that hadn't worked but they're only mentioning that letter now that I applied for the refund. 

Hope that's clearer. 

brianposter

I suspect that it would be possible to get your call history from your provider but hopefully someone else can advise on how to do that.

Were you not entitled to some refund even if they believed that you had cancelled the cruise ?

Caz3121

Pippa12345 said:

Apologies if what I have said isn't clear. Our individual costs for the cruise was £2243 each. I paid the deposits (£112 each so I paid £224 from my current account in December 2019) because my friend  didn't know how to get her deposit to me (she has mental health difficulties) then on the day the balance was in March my friend paid £2243 on her credit card. I paid £2019. 

My friend has received £2243 back to her credit card. 

Cruises are generally based on a cabin price. If one person cancelled in a two person cabin, the remaining passenger would be asked for more money not just travel paying 'their half'
Your total price was £4,486 (which you split between you)
If you had cancelled in mid March (they appear to have taken the letter sent as cancellation) then, assuming you were on a Select Price or Early Saver fare you would be liable for 50% of the booking cost. The extra 50% would be refunded if it had already been paid.
If this is the case then the £2,243 was the refund on the booking - half of which would be yours.
The issue appears not to be whether one person got a refund but not the other, but whether your letter in March was notification of cancellation or not.

Pippa12345

Caz3121 said:

Pippa12345 said:

Apologies if what I have said isn't clear. Our individual costs for the cruise was £2243 each. I paid the deposits (£112 each so I paid £224 from my current account in December 2019) because my friend  didn't know how to get her deposit to me (she has mental health difficulties) then on the day the balance was in March my friend paid £2243 on her credit card. I paid £2019. 

My friend has received £2243 back to her credit card. 

Cruises are generally based on a cabin price. If one person cancelled in a two person cabin, the remaining passenger would be asked for more money not just travel paying 'their half'
Your total price was £4,486 (which you split between you)
If you had cancelled in mid March (they appear to have taken the letter sent as cancellation) then, assuming you were on a Select Price or Early Saver fare you would be liable for 50% of the booking cost. The extra 50% would be refunded if it had already been paid.
If this is the case then the £2,243 was the refund on the booking - half of which would be yours.
The issue appears not to be whether one person got a refund but not the other, but whether your letter in March was notification of cancellation or not.

That clarifies the Facebook message from P&O which I didn't fully understand where they mentioned a 50% refund. I assumed they were talking about the refund my friend has received but seemed to be implying it would be mine. 

Obviously I am gutted as my phone call had clarified that I wanted the booking to proceed and they'd ensured me that it would. Otherwise I wouldn't have claimed my holiday insurance premium back in early June a few weeks after P&O cancelled the cruise and could have made a claim on that and now I can't do that either. 

Up until P&O cancelled the cruise we thought we were going on a cruise and were preparing for it. I'm exhausted over it all. 

brianposter

Do you still have the facebook message ?

Pippa12345

brianposter said:

Do you still have the facebook message ?

Yes 

brianposter

Pippa12345 said:

brianposter said:

Do you still have the facebook message ?

Yes 

Could you tell us what it says ?

Pippa12345

Bearing in mind that previous Facebook messages from P&O said that they were in the process of refunding me in full I am reticent to necessarily believe anything it says. Here's most of it. The letter would have been sent earlier than that but shortly after the date quoted I telephoned P&O and said that my friend and I had decided to proceed with the holiday and the lady confirmed that the booking was active and proceeding and so ever since March we'd been in planning to go and talking about the holiday. Unfortunately the letter has given them the reason not to refund me and I should have communicated in writing and not by phone when I reactivated the booking. But I never ever had an acknowledgement of my letter getting to P&O and no communication about cancelling so I had no evidence that my phone call hadn't successfully restarted the booking as I was told on the phone.

Hi Pippa

I think I see the issue, I've just had a look at the booking. Are you expecting a full refund? Looking at ********, it isn't eligible for one. 

The cruise was scheduled to go * May, but it was cancelled on * March. This was before the pause in operations meant that the 31st May was cancelled, so you cancelled the cruise rather than us. 

I see you cancelled due to medical conditions, which would entitle you to a full refund, but looking at the booking there is no note to say we received a doctors letter/note confirming this. We need this in order to provide a refund to you, otherwise it'll be cancelled down with only a partial refund. 

It looks like you were asked to send your proof to Guest Relations, did you send this to them? My advice would be to send this to guestrelations@carnivalukgroup.com so that they can then issue the remaining refund. 

All best, 

*name*

strawb_shortcake

In light of the above I would seek a retrospective doctors letter and go from there. 
I'd hazard a guess any confusion has come about with the booking and having two accounts under one booking reference, and this may be why you've had conflicting messages. There clearly has been a full refund issued under the booking just to your friend.