P&O cruise compensation

Holibobs26

I booked a cruise through P&O for 11 people - fly to tenerife and weeks canaries cruise. We got to the airport to find we only had 10 flights, there was no flight for my 84 year old mum. They managed to book her on another flight but she had to fly on her own (she needs assistance) she was very distressed crying in the airport as were we. None of us could go with her as they’d already checked us in! We arrived in tenerife to find her abandoned in baggage claim. When i checked on the cruise she had no flight home either and I had to spend time on holiday chasing this and she didn’t sleep for. 4 days worrying! They eventually sorted 2 flights as I refuse to let her fly on her own. My question is can I claim compensation for loss of enjoyment and stress? and if so what is the. eat way of doing it?

NoodleDoodleMan

Have you spoken with P&O on this matter - and, if so, what is their response. ?

eskbanker

Holibobs26 said:

My question is can I claim compensation for loss of enjoyment and stress? and if so what is the. eat way of doing it?

It certainly sounds worth lodging a strongly-worded complaint with P&O, but it's unlikely that there's any actual legal or regulatory entitlement to compensation as such, so you're really just dependent on making a case to their customer services department.

heatherw_01

One thing though, on the initial booking, was she named on the flights?

Because a booking should be checked to make sure it is correct so any issues could have been raised and sorted beforehand.

There wouldn't be a claim for "loss of enjoyment and stress". All you can do is complain to them and see if they offer anything.

NoodleDoodleMan

"Because a booking should be checked to make sure it is correct so any issues could have been raised and sorted beforehand."

Indeed - presumably the flight booking details for all travellers were advised well ahead of the actual flight date ?

saajan_12

What time were the replacement flights for mum relative to when you were expecting (ie at the same time as teh group). If they were x hours later you might have more of a claim?

Did they sort out any other expenses eg any additional transfers, meals etc? If so, then you likely don't have  a legal claim. Mistakes happen and sometimes there's hassle to sort them out.. same as if the customer made a mistake and took up some time from customer services, they don't charge for that. At best you can complain and seek some good will payment. 

NoodleDoodleMan

It would be helpful if the OP could indicate when it was realised that the party of 11 only had 10 flight reservations.

If the omission was known a few days in advance then it might have been possible to re-arrange so that a younger able bodied family member could have flown separately and allowed Mum to go with the main party ?

That aspect aside - it does not absolve P&O and/or the airline from whatever foulup caused this mess.

NoodleDoodleMan

It appears the OP does not wish to expand?