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P&O Cruises customer support overview
P&O Cruises Australia sailed the South Pacific, New Caledonia, Fiji, and the Australian coast for more than 90 years — but the brand was absorbed into Carnival Cruise Line in March 2025. If you're searching for P&O Cruises customer service today, your booking, refund, and post-cruise support now flows through Carnival Cruise Line Australia.
Here's what that means for getting help:
- Phone support, 7 days a week — Carnival's Australian guest contact centre answers calls Monday to Sunday during business hours (Sydney time).
- Self-service Help Hub — Hundreds of instant answers covering cancellations, payments, and check-in.
- Guest Care request form — A dedicated channel for post-cruise issues like billing holds, statements, and complaints.
- Mixed reputation — P&O Cruises holds roughly 2.8 out of 5 stars from 1,790+ reviews on ProductReview.com.au, with loyal repeat cruisers alongside frustration over value and complaint resolution speed.
The transferred ships — now sailing as Carnival Encounter and Carnival Adventure — keep the same Australian itineraries former P&O guests know.
Common P&O Cruises customer issues and complaints
Drawing on reviews from ProductReview.com.au, Trustpilot, and consumer forums, these are the most common friction points for P&O / Carnival Australia cruise customers.
Refund Delays & Disputes
- The single most relatable contact pain point: slow or missing responses to refund requests.
- Customers reported promised escalations and follow-up emails that were never actioned.
- Resolution often required repeated follow-up — get reference numbers in writing.
Cancellation Fees
- Frustration over charges (e.g. a 25% fee) applied even where the cabin price was unchanged for one or two passengers.
- Confusion over non-refundable fare types and which terms apply to a given booking.
Ship Condition & Maintenance
- Complaints about worn or unclean cabins and public areas, broken theatre seating, and some pool/water issues.
- Most concentrated on older vessels before the Carnival rebrand.
Onboard Service Inconsistency
- Reports of staff being dismissive or slow to act on requests and complaints.
- Balanced by many positive accounts of friendly, helpful crew.
Booking & Transition Confusion
- Since the P&O Cruises Australia Carnival merger, some customers were unsure which brand now handles their existing booking, loyalty status, or future cruise credit.
- For transferred bookings, Carnival Australia holds the records.
How to contact P&O Cruises customer support
Because P&O Cruises Australia has merged into Carnival Cruise Line, the most reliable path is now through Carnival Cruise Line Australia. Use the channel that matches your situation.
Phone — New or Existing Bookings
- P&O Cruises Australia contact number (now Carnival): 1300 385 625, open 7:00am–6:00pm Sydney time, 7 days a week.
- New Zealand: 0800 442 095 | UK: 0808 234 0680.
- Have your booking reference and sailing date ready if your booking started with P&O.
Online — Contact Us & Help Hub
- Visit the Carnival Australia Contact Us page for current channels.
- Use the Carnival Help Hub for instant self-service answers on cancellations, payments, and check-in.
Guest Care — Post-Cruise Issues
- For billing holds, account statements, missing belongings, photos, or complaints after you've sailed, complete the online Guest Care form.
- This is the best channel to escalate an unresolved P&O Cruises booking enquiry in writing.
Legacy P&O Channels
- Phone: 1300 159 454 (legacy P&O Australia line) | Email: information@pocruises.com.au.
- The legacy P&O contact page now redirects toward Carnival's Australian operations — confirm details before relying on it.
P&O Cruises key customer policies: refunds, returns, cancellations and more
These policies reflect the current Carnival Cruise Line Australia terms that now govern former P&O Australia bookings. Always confirm against the live policy pages, as fare-type rules vary.
Cancellations & Refunds
- Standard penalties scale up as the sailing date approaches.
- From 14 days before sailing up to the day of departure, 100% of the total fare is non-refundable.
- No refund applies for no-shows or for cutting your holiday short once it has begun.
- At full penalty, refunds generally return only taxes, fees, port expenses, and any prepaid gratuities. For the full breakdown, see the P&O / Carnival refund policy.
Restricted & Non-Refundable Fares
- Promotional fares like Choice Fare and Super Saver carry non-refundable deposits.
- Pack & Go fares are 100% non-refundable any time after booking.
- Read the specific fare terms before booking — they decide what you can recover.
Bad Weather & Operational Changes
- Separate cancellation and refund rules apply when itineraries change for weather or operational reasons.
- These are set out in Carnival's weather and itinerary change help article.
How to Cancel
- Lodge a cancellation through the Carnival cancellation preference form.
- If a fee dispute can't be resolved, you can lodge a formal complaint and ask for a written breakdown.
P&O Cruises complaints submitted through Ajust
Recent experiences with P&O Cruises customer service
Happy Repeat Cruiser
A guest who sailed P&O out of Brisbane multiple times reported "no complaints" and being extremely happy across several cruises. They praised the value and the onboard experience — reflecting the loyal base the brand built.
Delayed Refund Finally Pursued
A customer described persistent difficulty getting any response on a refund request. Claimed escalations did not appear to be documented, and follow-up emails never arrived. Resolution only came after repeated chasing.
Cancellation Fee Dispute
A passenger contested a cancellation fee of around 25%, applied even though the cabin price was unchanged for the reduced party size. The dispute came down to fare-type rules and required a written breakdown to settle.
Official P&O Cruises Customer Service Links & Contact Information
- Carnival Australia Guest Care form: Post-cruise issues and complaints — the channel for billing, statements, and complaints after sailing.
- Cancellation & refund help article: Carnival refund guidance — explains penalties and what's recoverable.
- Carnival merger background: Carnival absorbs P&O Cruises Australia — the official announcement.
- P&O Cruises reviews: ProductReview.com.au listing — ~2.8/5 from 1,790+ reviews.
- P&O Cruises AU reviews: Trustpilot page — additional customer feedback.
- Phone — Carnival Australia: 1300 385 625, 7:00am–6:00pm Sydney time, 7 days a week.
P&O Cruises Contact FAQs
Who handles P&O Cruises customer service now?
P&O Cruises Australia customer service is now handled by Carnival Cruise Line Australia, after the brand was absorbed into Carnival in March 2025. Your booking, refund, and post-cruise support all flow through Carnival's Australian guest team. Call 1300 385 625 from 7:00am to 6:00pm Sydney time, seven days a week, and have your original P&O booking reference ready.
How do I get a refund from P&O Cruises?
To request a P&O Cruises refund, lodge it through Carnival Australia's cancellation preference form or Guest Care form, since Carnival now manages former P&O bookings. Refund amounts depend on your fare type and how close to sailing you cancel. From 14 days before departure, 100% of the fare is usually non-refundable. Always get reference numbers in writing and follow up if responses stall.
Why was I charged a P&O Cruises cancellation fee?
P&O Cruises cancellation fees are driven by your fare type and timing, not just your cabin price. Promotional fares like Choice Fare, Super Saver, and Pack & Go carry non-refundable deposits or full penalties. If you believe a fee was applied unfairly, ask Carnival Australia for a written breakdown of the charge before paying or disputing it.
What should I do if P&O Cruises won't resolve my complaint?
If P&O Cruises hasn't resolved your complaint, escalate it in writing through Carnival Australia's Guest Care form, which covers billing, statements, and post-cruise disputes. Keep a record of every reference number and response. If a fee or refund dispute stays unresolved, request a formal written breakdown so you have clear grounds to take the matter further.
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