Cruising is meant to be a luxurious, stress-free vacation filled with comfort, entertainment, and world-class hospitality. However, even with a well-known cruise line like P&O Cruises, things don’t always go as planned. Delays, cabin issues, poor service, billing errors, or even health and safety concerns can quickly turn a dream holiday into a frustrating experience.
If you’ve faced any such problem, you have every right to raise your voice and seek a resolution. Knowing how to properly file a complaint with P&O Cruises increases your chances of getting a quick and fair response—whether that means a refund, onboard credit, apology, or service improvement.
This comprehensive guide explains:
When and why you should complain
How to file a complaint with P&O Cruises (step-by-step)
The best channels to use (onboard, email, phone, or online)
What to include in your complaint
How long responses take
What to do if your complaint is ignored
Tips to get faster results
Let’s begin.
While P&O Cruises is known for quality service, thousands of guests sail each year and issues do occur. Common reasons passengers file complaints include:
Dirty or unprepared cabins
Broken air conditioning
Plumbing problems
Noise from engines or nightlife
Wrong cabin category assigned
Rude or unhelpful staff
Long wait times at guest services
Lost luggage
Poor housekeeping
Limited dietary options
Food poisoning or illness
Poor hygiene
Long restaurant queues
Incorrect charges
Port cancellations
Shortened shore visits
Weather-related diversions
Unclear communication
Overcharged onboard account
Unprocessed refunds
Incorrect gratuities
Excursion disputes
Medical care issues
Slip-and-fall accidents
COVID or hygiene violations
Unsafe excursions
No matter how small or serious the issue, you are entitled to raise a formal complaint.
Before filing an official complaint after your cruise, P&O Cruises strongly recommends reporting issues during your voyage.
Problems can often be fixed immediately
Faster compensation or upgrades
Evidence of your concern is recorded
Shows good faith on your part
Cabin steward (for room issues)
Restaurant manager (for food problems)
Guest Services desk (for billing, service, or general issues)
Cruise director (for entertainment complaints)
Always:
Ask for a reference number
Note staff names
Keep receipts and photos
Write down the date and time
This strengthens your case later if needed.
Before submitting a complaint to P&O Cruises, prepare the following:
Full name
Booking number
Ship name
Cruise date
Cabin number
Contact details
Photos or videos
Receipts
Medical reports
Screenshots
Witness names
Write clearly:
What happened
When it happened
Who you spoke to
What outcome you want
This makes your complaint professional and harder to ignore.
There are several ways to lodge a complaint with P&O Cruises:
The most reliable method is through the official customer care portal on the P&O Cruises website.
Visit the official P&O Cruises website
Go to Help Centre / Contact Us
Select Complaints or Feedback
Fill in the online form
Attach documents or photos
Submit
Creates a written record
You receive confirmation
Faster tracking
Most professional approach
You can also email customer services with full details of your issue.
Use a clear subject line
Stay calm and factual
Avoid abusive language
State what compensation you expect
Example subject line:
Complaint Regarding Service on Cruise [Booking Number]
You can call P&O Cruises customer service directly.
Urgent refund issues
Billing disputes
Clarifying policies
Call during office hours
Note agent’s name
Request a complaint reference number
Ask for email confirmation
Phone complaints are helpful but should always be followed up in writing.
If your complaint is serious (injury, major financial loss), send a formal letter by post.
Full cruise details
Copies of documents
Timeline of events
Requested resolution
Signature
Postal complaints work well for legal or insurance matters.
A strong complaint follows this structure:
State your cruise details clearly.
Example:“I recently sailed on P&O Cruises aboard [Ship Name] from [date] to [date], booking reference [number].”
Describe the issue step-by-step:
What happened
Where
When
Who was involved
Avoid emotional exaggeration. Stick to facts.
Explain who you spoke to and what response you received.
How did it affect your holiday?
Stress
Illness
Missed excursions
Financial loss
Be specific:
Refund
Partial refund
Cruise credit
Apology
Future discount
Thank them and provide your contact details.
Typically:
Acknowledgement: 7–14 days
Full response: 28–40 days
Peak seasons may take longer. Always keep your complaint reference number.
If your complaint is ignored or rejected unfairly, you can escalate it.
Send a polite reminder after 30 days.
P&O Cruises is part of dispute resolution schemes. You can approach:
Consumer arbitration bodies
Travel ombudsman services
If services were not provided as promised, you may dispute charges through your bank.
For serious cases (injury, large losses), consult a travel lawyer.
Here are expert tips:
Be polite, not aggressive
Provide proof
Write clearly
Keep copies
Use timelines
Avoid social media threats
Don’t exaggerate
Know what compensation is reasonable
Professional complaints get professional responses.
Social media (Twitter/X, Facebook, Instagram) can work for minor issues, but:
Faster visibility
Quick replies
Public pressure
Not private
Less formal
Not ideal for compensation claims
Best approach: file an official complaint first, then use social media only if ignored.
Many complaints fail due to these errors:
Waiting too long
No evidence
Emotional language
No clear request
Missing booking details
Threatening language
Filing anonymously
Avoid these to improve your chances.
Yes, depending on the issue, you may receive:
Full or partial refund
Future cruise credit
Onboard spending credit
Free excursions
Cabin upgrade
Apology and goodwill voucher
Compensation depends on:
Severity of problem
Documentation
Company policy
Timing of complaint
Subject: Complaint Regarding Cruise Booking [Number]
Dear P&O Cruises Customer Service,
I recently traveled aboard your ship from [date] to [date], booking reference [number]. Unfortunately, I experienced several issues during my voyage, including [brief description].
I reported this onboard to [staff name], but the matter was not resolved satisfactorily. These issues significantly affected my holiday experience.
I kindly request that you review my complaint and consider appropriate compensation or resolution.
Please find attached supporting documents.
Thank you for your attention.Sincerely,[Your Name][Contact Details]
Filing a complaint with P&O Cruises doesn’t have to be stressful or confrontational. When done properly, it is simply a professional way to seek fairness and accountability. The key is to:
Act quickly
Document everything
Use official channels
Stay calm and clear
Know your consumer rights
Whether your issue was minor inconvenience or a serious disruption, your feedback also helps P&O Cruises improve their service for future passengers.
Remember: a well-written complaint is not just about dissatisfaction—it’s about resolution.
If your cruise did not meet expectations, you deserve to be heard.
Yes, you should file within a few weeks after returning.
No. It will not blacklist you.
Always onboard first, then in writing after the cruise.
Only for major injury or financial disputes.
Not recommended. Anonymous complaints rarely get results.
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