Hi everyone I am looking for advice.
I withdrew my savings for the holiday of a lifetime and booked to go on a P&O Mediterranean cruise at the end of May with a friend. I'd been in touch with guest relations by post completing forms regarding my mobility needs on board.
When Covid was in Italy I was worried about going to Rome which was the place that I have always wanted to visit and considered not going on the cruise and I sent an letter to P&O about my medical concerns and talked about cancelling. There was no response to this from P&O. But I then talked to my friend about the cruise and at this stage in March we felt the only risk was Italy, not even Rome necessarily as Covid seemed to be north of there and we both decided to continue with the cruise but probably not visit Rome. I then telephoned P&O and confirmed with the lady that the booking would go ahead as planned.
Time went on and got to the point that P&O cancelled our cruise due to Covid which I read in their Facebook group. I telephoned P&O and the lady confirmed that the holiday has been cancelled by P&O and that I would receive a full refund within 45 days.
Later my friend discovered the need to complete a form via the P&O website to request the refund so she completed the form and informed me of this need. I then completed the form requesting my refund. The form doesn't provide any evidence of submission a fact that many customers are frustrated by. My friend received her refund in full two weeks after submitting her claim form. I have received nothing.
It's impossible to get through to P&O on the phone, the system just cuts you off. I have been communicating with P&O via both Facebook messenger from their Facebook group and also started a complaint via Responder. The lack of refund is causing me debt and additional costs and it's impacting my mental health.
The responses I get via Facebook messenger from P&O inform me that they can see on the system that I am on the list to be refunded shortly and will be receiving my full refund within 7 - 10 days if I haven't been refunded already. I was told that every 14 days three times. The final response that I had from them said they can see that I have been refunded in full. I haven't, my friend has. Same booking reference but different account numbers. I had already given them my account number in my details. I have replied making it clear that I have received nothing at all and again giving them my P&O account number. No response from them three weeks later.
The responses via Responder have been worse. Though they do respond to my emails fortnightly all they talk about is the need for the letter that I had sent them in March regarding my medical worries about Covid. They've not got it but have a note on their system saying there was correspondence from me about medical information. They want me to send what was sent again. They're obviously just looking for ways of not refunding me my money. That letter didn't cancel the cruise, my phone call to P&O after that letter to which I had had no response or confirmation of cancellation or anything if that was what they felt it was, clarified that we were going ahead with the booking. Obviously I have no evidence of my phone calls to P&O.
I have saved the Facebook messages from P&O staff advising me that I am due to be refunded in full shortly.
I really need this money to pay off debt. I'm stressed that due to a letter P&O don't have may be the reason P&O refuse to refund me and I won't get that money back but the fact is the cruise was planned and active and going ahead (I have evidence of clothes bought for the cruise in April and other things) and it was P&O who cancelled the cruise. I just can't see them refunding me considering all responses via Responder are talking about the medical letter they don't have but have noted its existence. Why else would that be all they're talking about if their plan was to refund me in full?