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How to Complain to P&O Cruises
P&O Cruises says complaints should be made in writing within one month of the end of the service, and that it aims to respond within 28 days. It also has a help page on making a complaint, including a contact centre and online contact form. If it is not put right, you can take it to ABTA.
Your Rights
What the rules say, with a link to the official source for each.
Complaining to P&O Cruises
How to Complain
P&O Cruises says complaints should be made in writing within one month of the end of the service, and that it aims to respond within 28 days. It also has a help page on making a complaint, including a contact centre and online contact form. source
When You Can Escalate
If unsatisfied with P&O Cruises' reply, via ABTA arbitration (contract or negligence disputes) or conciliation (personal injury). Scheme: ABTA. source
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to P&O Cruises in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to ABTA.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
P&O Cruises Complaints
Always start here, in writing.
ABTA
Once P&O Cruises has had its chance. See When You Can Escalate under Your Rights.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
P&O Cruises says fly-cruises are ATOL protected and non-fly cruises sold in the UK are protected through its ABTA membership.
Keep your booking confirmation, boarding passes and receipts for extra costs.
Consumer Protection UK is independent and is not connected to P&O Cruises. This guide uses information published by P&O Cruises and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 4 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- pocruises.com/legal-and-privacy/consumer-protection Checked 4 October 2026
- pocruises.com/help-hub/centre/contact-information/making-a-complaint Checked 4 October 2026