Cruising is supposed to be a stress-free and luxurious holiday experience. However, sometimes things don’t go as planned—whether it’s poor service, cabin issues, billing disputes, canceled excursions, or health and safety concerns. If you’ve experienced a problem with P&O Cruises and regular customer service hasn’t resolved it, you may be wondering:
How do I escalate an issue with P&O Cruises?
This guide explains everything you need to know—from raising your first complaint to escalating it through official channels and even seeking legal or regulatory support if necessary.
Escalation simply means taking your complaint beyond the basic customer service level when:
Your issue remains unresolved
You receive no response
The resolution is unfair or inadequate
The company misses promised deadlines
Escalation ensures your problem is reviewed by higher management or specialized departments such as Guest Relations, Customer Care, or Executive Support.
Passengers usually escalate complaints for reasons such as:
Cabin problems (dirty rooms, broken facilities, air conditioning failure)
Overcharging or billing disputes
Canceled or poorly organized excursions
Food quality and hygiene concerns
Medical or safety incidents
Disruptive passengers or staff misconduct
Lost or damaged luggage
Poor handling of special needs or accessibility
Delayed refunds after cancellations
If your concern involves safety, discrimination, or financial loss, escalation is especially important.
P&O Cruises prefers that issues be reported while still onboard. This gives staff the chance to fix the problem immediately.
Visit the Guest Services Desk
Ask for a supervisor or manager if frontline staff cannot help
Keep a calm and factual tone
Request a written record of your complaint
Take photos or videos as evidence (if relevant)
Tip: Ask for a case or reference number for your complaint.
Before escalating, gather and organize your evidence:
Booking confirmation and receipts
Photos or videos of the issue
Names of staff members you spoke to
Dates and times of incidents
Screenshots of emails or chat messages
Medical or repair reports (if applicable)
Create a simple timeline of events. This makes your case stronger and easier for higher authorities to understand.
If your issue wasn’t resolved onboard, your next step is to formally complain after returning home.
Booking reference number
Ship name and sailing date
Full explanation of the problem
What resolution you want (refund, compensation, apology, voucher)
Supporting documents
Keep your message:
Polite
Clear
Professional
Structured
Avoid emotional language and focus on facts.
If customer service responds but does not resolve your issue:
This shows:
You are serious
You want higher authority involved
You expect a proper review
Always request:
Written confirmation
A new reference number
A timeframe for response
If phone calls or chats fail, submit a formal written complaint.
Subject line: “Formal Complaint – Booking Reference XXXXX”
Clear explanation of the issue
Evidence attachments
Requested solution
Deadline for response (usually 14 days)
Introduction
Description of problem
Impact on your trip
What you want as compensation
Polite closing
This creates a paper trail, which is very important if you later go to regulators or legal bodies.
If normal customer care fails, you can escalate to senior management or head office.
This step is useful when:
Weeks have passed without reply
You received a final answer you believe is unfair
Your case involves serious service failure or safety concerns
Search for:
Executive customer relations
Guest experience department
Corporate office contacts
When writing to executives:
Keep it respectful
Summarize your case briefly
Attach earlier correspondence
State clearly that previous attempts failed
Executives often resolve cases faster to protect company reputation.
Social media can be a powerful escalation tool if used properly.
You can post on:
X (Twitter)
Review platforms
Be factual, not abusive
Tag the official P&O Cruises account
Explain your issue briefly
Ask for assistance publicly
Example:
“I’ve been trying to resolve a refund issue from my recent cruise for 3 weeks with no success. Can someone from customer care please contact me?”
Companies often respond quickly to public posts to avoid reputational damage.
If P&O Cruises still does not resolve your issue, you can escalate outside the company.
Travel industry ombudsman
Consumer protection agencies
Maritime regulators
Alternative dispute resolution (ADR) schemes
Credit card chargeback (if applicable)
These organizations can:
Review your complaint
Mediate between you and the cruise line
Recommend compensation
Enforce consumer rights
This step shows you are willing to pursue formal resolution.
Legal action should be your final option when:
Financial loss is significant
Safety or health was compromised
All complaint channels failed
Before suing:
Read your cruise contract terms
Check jurisdiction rules
Consult a consumer lawyer
Consider small claims court (for smaller disputes)
Often, simply stating that you will seek legal advice motivates faster resolution.
Many complaints fail because of mistakes such as:
Using aggressive or abusive language
Making threats immediately
Posting false or exaggerated claims
Not keeping proof
Waiting too long to complain
Not following the company’s complaint procedure
Always remain:
Calm
Professional
Persistent
Organized
Typical timelines:
Initial response: 7–14 days
Supervisor review: 14–21 days
Executive escalation: 21–30 days
External mediation: 30–60 days
Patience is necessary, but persistence is key.
Depending on the situation, P&O Cruises may offer:
Partial refund
Onboard credit
Discount on future cruise
Free excursion
Apology letter
Upgrade on next trip
The amount depends on:
Severity of issue
Evidence
Company policy
Your persistence
Keep records
Be specific
Know what you want
Follow up regularly
Stay polite
Use multiple channels
Set deadlines
Don’t give up too quickly
Subject: Formal Escalation of Complaint – Booking Ref: XXXXX
Dear Customer Relations Manager,
I am writing to formally escalate my unresolved complaint regarding my cruise on [ship name] from [date].
Despite contacting customer service on [dates], my issue has not been satisfactorily resolved. The problem involved [brief explanation].
This matter significantly impacted my cruise experience. I have attached all relevant documents for your review.
I respectfully request a resolution in the form of [refund/compensation/apology].
I would appreciate a response within 14 days.
Kind regards,[Your Name][Booking Reference][Contact Details]
Companies like P&O Cruises operate in highly competitive markets. Reputation, customer satisfaction, and regulatory compliance are critical. A well-documented escalation signals:
You are serious
You understand your rights
You expect accountability
Most unresolved complaints are fixed when escalated properly.
If you’re wondering how to escalate an issue with P&O Cruises, the answer lies in following a structured approach:
Report onboard
Document everything
Contact customer care
Ask for supervisor escalation
Write a formal complaint
Reach executive offices
Use social media wisely
Contact consumer bodies
Consider legal action as last resort
Escalation is not about conflict—it’s about fairness and resolution. By staying professional, organized, and persistent, you greatly increase your chances of receiving compensation or a satisfactory outcome.
A cruise should leave you with memories of relaxation and joy, not unresolved frustration. Don’t hesitate to stand up for your rights as a customer.
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