Had an issue with P&O Cruises? Get a real response.
How to submit a complaint with P&O Cruises
Knowing how to complain to P&O Cruises starts with choosing the right channel. P&O accepts complaints through phone, email, live chat, online form, and post. Submit your complaint within 28 days of your return date to ensure the team can investigate properly.
Raise Issues On Board First
- If your complaint relates to something that happened during your cruise, report it to the on-board customer service team immediately.
- Getting it on record while you're still on the ship gives P&O the best chance to investigate and resolve the issue in real time.
Phone
- Call 0344 338 8003 (UK local rates) or +44 344 338 8635 from overseas.
- Best for urgent complaints, cancellations, and accessibility queries.
- Hours: Monday–Friday 8:30am–8pm, Saturday 8:30am–6pm, Sunday and Bank Holidays 10am–5pm.
Live Chat
- Available via the P&O Cruises website — often the quickest way to get a response.
- Use this for straightforward issues where you want a fast answer.
Online Contact Form
- Submit your complaint through the P&O Cruises Contact Us page.
- Select the most relevant drop-down option so your complaint is routed to the right team.
- The P&O Cruises complaint email address is customerservices@pocruises.com.
- Include your booking reference, cruise dates, and a clear description of the issue.
Post
- Write to: Carnival plc trading as P&O Cruises, Carnival House, 100 Harbour Parade, Southampton, Hampshire SO15 1ST, United Kingdom.
- Best for formal complaints where you want a documented paper trail.
Once P&O Cruises receives your complaint, the P&O Cruises Guest Relations team manages the process from acknowledgement through to resolution. Here's how the P&O Cruises complaint process typically works:
- Acknowledgement: P&O confirms receipt and routes your complaint to the relevant team — usually Guest Relations.
- Investigation: The team reviews your case, pulling information from on-board staff or relevant departments.
- Response timeline: P&O Cruises aims to respond to written complaints within 28 days.
- Resolution options: Depending on the issue, outcomes may include an apology, future cruise credit (FCC), partial refund, or goodwill gesture.
- Further review: If you're unhappy with the initial response, P&O has a defined internal escalation process before advising on external options.
P&O primarily communicates via email, though phone follow-ups may occur for complex cases. Keep your booking reference and any on-board incident reports handy throughout the process.
Common complaints against P&O Cruises
Customer Service Responsiveness
- Many passengers report difficulty reaching P&O Cruises customer service contact channels by phone, with long callback queues and emails going unanswered.
- Resolver UK data shows 173 pages of complaints, with a significant number marked as unresolved.
Compensation Disputes
- Passengers frequently report frustration with P&O's initial refusal to offer P&O Cruises compensation for itinerary disruptions, technical failures, or cancelled port calls.
- In several cases, compensation was only offered after sustained passenger pressure.
Staffing Shortages and Service Delays
- Reduced crew levels lead to long queues at bars and restaurants and slower service across the ship.
- Fewer staff available to assist passengers with queries or issues during the voyage.
Accessibility Failures
- Customers with mobility needs report that detailed accessibility requests submitted months in advance are ignored or not communicated to on-board teams.
- Excursion bookings marketed as accessible have been cancelled at the last minute due to inaccessibility.
Ship Maintenance and Condition
- Complaints about aging ships include cracked tiles, chipped basins, defective balcony doors, and raised carpet plates causing trip hazards.
- These issues are particularly concerning for passengers with mobility challenges.
Food Quality and Allergen Protocols
- While many passengers praise the dining experience, others report cold buffet food, insufficient seating, and allergen protocol failures.
- Inconsistency between ships and sailings is a recurring theme.
P&O Cruises complaints submitted through Ajust
How other consumers P&O Cruises complaints got resolved
Britannia Breakdown and Compensation Reversal
Passengers on the Britannia's December 2025 sailing experienced a technical failure that forced the ship back to Barbados, stranding guests for three extra days and missing multiple port calls. P&O initially refused all compensation, directing passengers to claim through travel insurance. After significant passenger backlash, P&O reversed course and offered a Future Cruise Credit worth 25% of the cruise fare.
Tip: Persistent, collective pressure and documented communications can lead to policy reversals.
Accessibility Failures During Excursions
A passenger with mobility issues was left on a dockside in the rain during an excursion, which then proceeded without her. Multiple booked excursions were cancelled due to inaccessibility, despite P&O's prior assurances. Raised carpet plates on board also caused trip hazards.
Tip: Request written confirmation that accessibility arrangements have been made before boarding.
Non-Responsive Customer Service
Multiple customers report submitting complaints through official channels and receiving no response at all — one stated they were "completely ignored, not one reply."
Tip: If you receive no response within 28 days, escalate via ABTA's dispute resolution process.
If your initial complaint doesn't lead to a satisfactory outcome, P&O Cruises escalation options move from internal review through to independent dispute resolution. If your complaint involves a P&O Cruises refund that hasn't been processed, escalation can also help move things forward.
Request a Further Internal Review
- Ask P&O Cruises Guest Relations to escalate your complaint for a further internal review.
- Reference your original case number and clearly explain why you remain dissatisfied.
Contact P&O Cruises Executive Team
- Paul Ludlow (Chief Executive): paul.ludlow@carnivalukgroup.com
- Chris Lees (Chief Operating Officer): chris.lees@carnivalukgroup.com
- Robert Scott (VP Sales and Marketing): robert.scott@pocruises.com
- Postal address: Carnival House, 100 Harbour Parade, Southampton, Hampshire SO15 1ST, United Kingdom.
Use ABTA Dispute Resolution
- P&O Cruises is an ABTA member (V8764). Once the internal complaints process is exhausted, you can escalate to a P&O Cruises ABTA dispute.
- ABTA Arbitration Scheme — for disputes relating to alleged breaches of contract or negligence.
- ABTA Conciliation Scheme — for disputes relating to personal injury and sickness.
- Both schemes are approved by Chartered Trading Standards. Visit ABTA Help and Complaints for details.
Use a Free Complaints Tracking Tool
- Resolver UK lets you track and escalate your complaint for free, with a documented record of all correspondence.
- ABTA (Association of British Travel Agents): P&O Cruises is ABTA member V8764. ABTA provides independent dispute resolution for travel complaints. Call 020 3117 0599 or visit ABTA complaints support.
- ATOL (Air Travel Organiser's Licence): P&O's fly-cruise holidays are ATOL protected, providing financial protection if the company ceases trading.
- EU Regulation 1177/2010 (Passenger Rights): Provides the right to a full refund for cruises cancelled due to mechanical failures, or a partial refund for voyages terminated early. See P&O's consumer protection page for details.
- Citizens Advice (UK): For general consumer rights advice, visit Citizens Advice or call 0800 144 8848.
- Trading Standards: If you believe P&O has breached consumer protection laws, contact your local Trading Standards office through Citizens Advice.
- Small Claims Court: For claims up to GBP 10,000 in England and Wales, you can pursue a claim through the small claims court if ABTA arbitration does not resolve the matter.
Note for Australian consumers: P&O Cruises (pocruises.com) is the UK brand. Australian consumers looking for P&O Cruises Australia should visit pocruises.com.au. For Australian cruise complaints, relevant bodies include the ACCC and Fair Trading NSW.
- Making a Complaint — P&O's official complaints page with submission instructions.
- Help Hub — Central support hub for FAQs and contact options.
- Peace of Mind (ABTA/ATOL) — ABTA membership and ATOL protection details.
- Trustpilot Reviews — Independent customer reviews and ratings.
P&O Cruises Complaints FAQs
How long does P&O Cruises take to respond to a complaint?
P&O Cruises aims to respond to written complaints within 28 days of receiving them. If you submitted your complaint by email or post and have not heard back within that timeframe, follow up with Guest Relations referencing your original case number. After 28 days with no response, you can escalate to ABTA dispute resolution as a next step.
Can I get a refund from P&O Cruises if my cruise was cut short or cancelled?
P&O Cruises may offer a refund, partial refund, or Future Cruise Credit depending on the circumstances of the disruption. Under EU Regulation 1177/2010, passengers have the right to a full refund for cruises cancelled due to mechanical failures, or a partial refund for voyages terminated early. Include your booking reference and full details of the disruption when submitting your claim.
What is the best way to contact P&O Cruises about a complaint?
The fastest way to reach P&O Cruises with a complaint is through live chat on the P&O Cruises website. For a documented record, email customerservices@pocruises.com with your booking reference, cruise dates, and a clear summary of the issue. Using email or the online contact form also gives you written evidence if you need to escalate later.
How do I escalate a P&O Cruises complaint that has not been resolved?
If P&O Cruises has not resolved your complaint, you can escalate to ABTA dispute resolution using P&O's membership number V8764. Before going to ABTA, request a further internal review through P&O Guest Relations and consider emailing the executive team directly. If ABTA arbitration does not resolve the matter, claims up to GBP 10,000 can be pursued through the small claims court.
You’ve done your part, now it’s time to hold P&O Cruises accountable.
Take the final step and submit a complaint that gets seen and responded to.