I complained about the out of service lift on Ventura after returning from a special occasion cruise in November 2017 at the time I was fobbed off with variety of lame excuses by reception, unaware that it had been out of service for much of 2017 until I was told about by other cruisers. In July I contacted David Dingle after a chat on twitter with P&O, in which I was told that there would not be a lift after her refit. This led to a high priority complaint being raised and since them I have been passed around and between guest relations personnel. Soon after this I discovered that Azura's lift was also out service after failing safety tests.
On 30th July, I was told this in an email from P&O:
"As the lift services an outside area, this must meet various marine safety guidelines and this is where the difficulties have arose as there are very limited suppliers for this. I do understand that this has caused issues for a number of passengers and again can only offer my sincere apologies for this. We are on the right track now with securing a company to complete this work and as agreed I will update you once we have further information."
"As the lift services an outside area, this must meet various marine safety guidelines and this is where the difficulties have arose as there are very limited suppliers for this. I do understand that this has caused issues for a number of passengers and again can only offer my sincere apologies for this. We are on the right track now with securing a company to complete this work and as agreed I will update you once we have further information."
On 5th August, I was told this by the same guest relations person;
I have queried this with both our Disability Team and Senior Managers who
have advised that the initial time frame is hoped to be 3-6 months, however as per our conversation this cannot be guaranteed at the current time and will depend on sign offs and safety inspections. As advised as soon as we have further information this will
be communicated to passengers via our Communications Team. I do appreciate that this is frustrating for all concerned but regret that there is little further that we can advise at this stage.
On the 19th September I received a last email from this guest relations executive to say that all correspondence had be passed onto another guest relations representative in the office of Josh Weinstein. She has only communicated with me on a couple of occasions and only after I wanted her to confirm the latest update which I was told by a fellow cruiser regarding new lifts. Her emails are extremely blunt in telling me that guests who have booked Azura will be notified and as my cruise is not until June I am not included, this part of her last email which I received 6th December;
"As the lift repairs are scheduled for early 2019 there is no confirmation as of yet if your cruise will be effected. If there is any impact on your cruise, communications will be sent to all guests who have mobility information on their booking."
"As the lift repairs are scheduled for early 2019 there is no confirmation as of yet if your cruise will be effected. If there is any impact on your cruise, communications will be sent to all guests who have mobility information on their booking."
This means that the lifts have been out of service for almost two years and I can't see how any corporation can find this acceptable; because I don't. My next two cruises are on Azura in June and September 2019 and I booked these cruises thinking these lifts would be in service but I am not so sure. Azura is continually in service from January, so unless they can be replaced them while at sea I don't see how this situation is going to be resolved. For once I would like P&O to be honest with me, after all I have been loyal to them.
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20th December 2018, for now this is my last update for a while and I hoped to have had better news for Christmas but sadly P&O are dragging their heels.
On 13th December 2018, this was the last proper update from yet another customer relations representative.
"Whilst we understand this may cause disappointment and we are unable to make any emergency repairs, the lifts are due to be fixed early on in 2019. Currently, notifications have been sent to passengers travelling up until April 2019 however, we are unable to confirm an exact date at this time. Repairs are due to be carried out and will be confirmed at our earliest convenience."
I know this is not what people wanted to hear and I have tried to push for more information which P&O don't want to give for whatever reason. I do think this is sad because many of us show loyalty to P&O by going back again and again; me included, but P&O show little loyalty to us; its passengers. We have three future cruises booked with P&O, two on affected ships. It may mean that we may start to look at other cruise lines.
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20th December 2018, for now this is my last update for a while and I hoped to have had better news for Christmas but sadly P&O are dragging their heels.
On 13th December 2018, this was the last proper update from yet another customer relations representative.
"Whilst we understand this may cause disappointment and we are unable to make any emergency repairs, the lifts are due to be fixed early on in 2019. Currently, notifications have been sent to passengers travelling up until April 2019 however, we are unable to confirm an exact date at this time. Repairs are due to be carried out and will be confirmed at our earliest convenience."
I know this is not what people wanted to hear and I have tried to push for more information which P&O don't want to give for whatever reason. I do think this is sad because many of us show loyalty to P&O by going back again and again; me included, but P&O show little loyalty to us; its passengers. We have three future cruises booked with P&O, two on affected ships. It may mean that we may start to look at other cruise lines.
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