This is the first occasion I have ever complained to a company but I feel so let down by the service provided to loyal P&O customers who have pre-registered and paid their deposits (as we did on the first day for a guaranteed GD grade), that I feel compelled to bring this to your attention. I understand that there were difficulties to the booking systems on 27th March, however I am at a loss that customers who had not pre-registered nor paid a prior deposit, were allocated cabins ahead of those of us who had. After an extremely fraught day anxiously waiting for the email promised by your Customer Service department at 14.00, I telephoned Customer Services again at 20.00 only to be told that our P&O directly booked, deposit paid, guaranteed GD grade was completely sold out!! This of course was not the fault of the poor member of your Customer Service team, she seemed genuinely upset on our behalf that such a situation could occur. At the end of a lengthy discussion it was agreed that she would contact the Inventory/Berthing Team to investigate how such a thing could happen. Im not sure that an organisation as big as yours can truly understand the distress, and disbelief that two individual customers faced that day, a day of anticipated excitement had left us crushed with disappointment. We were called the next day with the news that Inventory/Berthing assured the passengers that they would be on the Maiden cruise in a GD grade cabin. So we can only assume that someone in a GD cabin will be blessing their good fortune, following a delightful visit from the upgrade fairy, oblivious to the anxiety and distress caused to the recipients of their former cabin. This is of course conjecture as we still have not actually had our cabin or booking reference allocated, we have to wait until Monday for that to hopefully happen. Will we book directly in the future..........? Or even with P&O........??
Posted on: Sat, 29 Mar 2014 22:06:12 +0000
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