Dear P&O Cruises

On the 9th April this year, I paid for a variety of shore excursions for my trip on the Arcadia to Norway, Iceland and Ireland. One of them was for a tuk-tuk tour of Reykjavik. I’ve taken tuk-tuks before – I know they come in a variety of sizes and styles. But it wasn’t until I left the Arcadia and went shore side to see how cramped they were. One tuk-tuk looked as if people were crammed in there like sardines – one poor sod facing backwards looked very uncomfortable.

Then it was my turn.

Bloody hell, I’ve never known anything like it. I’m a big lad – both tall and, well, outwards (fat). There were two other people (presumably a husband and wife) who were sitting forwards, which left me, realistically, facing backwards in the middle seat. Given how high the floor was, it was physically painful to sit in that position for 90 minutes, so I left. I don’t pay £56 for 90 minutes of being super uncomfortable.

Or let me put it this way: you pay for a tour in a car, except you end up shoved in the boot.   Would you pay for something like that?  No, I didn’t think so.  Not unless you’re a bit kinky.

I went back on board the Arcadia and made my way to the Shore Excursion desk (since nobody from the tour company pointed out there was a tour manager or anybody managerial shore side – in fact, nobody from the tuk-tuk company offered to assist me with anything). I was then told I should have spoken to a man called Frasier, but it would be pointless to do it there and then because it was “rush” hour. So I left for the shore side again and took the City Sightseeing tour bus instead.

When I got back from that, I managed to find Frasier and told him the problem. “Sorry,” he said, “but we cannot issue a refund because you saw what the tuk-tuks were like on the website, that there are all sizes of tuk-tuks, and we buy all tickets up front”. I went on to explain that yes, I saw what was on the web site, but it gave no indication whatsoever about what they were really like – that it was only until I saw them up close and personal could I make an assessment. And I DID try to get in them. Frasier told me flat out that there would be no refund, and that if I made a complaint, it would be referred back to them, and he’d still decline any refund.

So I went and cancelled my Dublin city tour.

I reached out to P&O on Twitter who reached out to the Shore Excursion team and said that the manager would get hold of me. If that manager is Frasier, there is little point. Also whoever the team leader for the Shore Excursion team is, they haven’t reached out to me yet since I made the complaint.

While I have generally enjoyed this cruise so far, and I have been looking at cruises from 2018 onwards – I am thoroughly hacked off with P&O regarding a single £56 refund. In the 17+ years I’ve been travelling (and I was married to a travel agent who has worked for Lastminute.com, Wexas, Royal Caribbean and Cruise.co.uk amongst others – and let me tell you that we did a heck of a lot of travelling together to all manner of destinations far and wide), I have NEVER had to make a complaint about anything travel related. Then along comes P&O Cruises – my first P&O cruise, but my second overall (the first was with Azamara) and they managed to hack me off big time because apparently I have to care about their contracts with their vendors.

So this will be my first and last cruise with P&O unless they pull their fingers out and do something. If we still cannot resolve the issue when I write to P&O’s head office, then I’ll take them through the small claims court.  If I do end up buying another holiday from P&O again, I won’t be booking any of their shore excurions ever again.

The stupid thing is that I ended up not doing the Herdal Mountain Farm tour. I lost £52 for that. And I completely understand that – nobody needed to explain that to me. And because I am nice, I actually went down to the Shore Excursions desk as early as possible to apologise and say I wouldn’t be coming so that they didn’t have to wait around. So I did them a favour.

Oh, and the stupid thing about the tuk-tuk tour was they had to move the start time backwards from 9am to 8am. I could have had a refund then, apparently. I wish I took it. But I wouldn’t have known what these tuk-tuks are like until I got out there.

I’ll write more about my trips a bit later. Lots and lots of photos to come.