p&o cruises for travel agents

P&O wants travel agents to shine with new scheme

P&O Cruises is to launch its first ever travel agent loyalty scheme. And t he news is sure to get the trade talking. The Shine Rewards Club – which rewards agents for their ‘interactions’ with the brand, rather than bookings alone – forms the lynchpin of the line’s travel agent strategy for the next few years. It’s also how they hope to fill that 30% capacity rise [that the new ship will bring] with new-to-cruise guests. We spoke to Alex White, vice president of sales at Carnival UK, to find out more about the launch of the new club.

Why have you launched an agent rewards scheme now? The timing is very much an evolution of the Partnerships team concept. Two years ago, we set out to transform how both P&O Cruises and Cunard support the trade. We’ve been very successful in that and had two record years of sales for both brands from a travel agent perspective. P&O is now looking to the future when it comes to how we engage our front-line sellers. We’re going to be putting our new ship on sale in less than a year so we’re looking at new ways to engage and reward front-line sellers as we prepare to go through the most significant transformation in our history. The new ship will add 30% to our capacity and we need to appeal to a wider audience.

We’re going to be putting our new ship on sale in less than a year so we’re looking at new ways to engage and reward front-line sellers

Tell us more about the programme itself… We wanted to have a loyalty and engagement programme that doesn’t just reward the people selling our holidays but encourages those who are willing and want to build advocacy for the brand – whether that’s attending ship visits or completing training modules. This is how we will drive our growth. This is a multimillion pound investment in terms of rewarding agents. It is the most important thing we will do for our trade engagement for the next couple of years.

So, it is more inclusive than just a scheme? Absolutely. That’s how we will engage with and train travel agents. It’s a fundamental change in what we’re doing. It will reward the behaviours that we want to see from our front-line sellers.

What do agents have to do to take part? Agents can register for Shine Rewards from November 20 and the scheme will open on December 21. From then, every time agents make a booking they can log it on the site. Once there, they can engage in the loyalty programme through a gamification element. They’ll be able to build up points which can be exchanged for a whole host of prizes. In the past, we’ve led sales efforts such as having your mortgage paid off for the entire year or winning a Mini, what we’ve learnt is that people want to be rewarded in different ways. Now they’ll have that flexibility.

Agents can  choose to either spend their points or save them up and eventually take a P&O Cruises holiday. The more agents that we get doing that, the more cruises they will sell – especially to those new-to-cruise customers, and it’s by doing that, that we will be able to build up the cruise industry.

This is a multimillion pound investment in terms of rewarding agents

We’ve ran graduation cruises in the past once agents have reached the top level of our training but the great thing about the new programme is that agents can get a free cruise from us no matter what level they are. It really is the most varied and flexible reward programme we’ve ever done.

How else can agents earn points? The primary mechanism for getting points is going to be making a booking. Once they’ve done that they will be able to spin the wheel on the website to try and win more. There will also be points available for ship visits and training. Our sales team will also make ‘surprise and delight’ visits if someone makes a fantastic booking, for instance, and we will add bonus points on to their account.

Could you reward agents for new to cruise bookings? Absolutely. In the future, because of the gamification element, the level of points that travel agents win will be determined by the value of their behaviour. So, we know that every newcomer who is booked is critical to our success, so we could make that a greater incentive. That will happen to other things too – whether it’s shore excursions or additional land stays. During wave, however, we will keep it simple but we will adapt it as we develop it.

This isn’t about growing in the cruise space. It’s about encouraging guests to book a guest who has never been on a cruise holiday. We’re not competing in the cruise space. We’re growing the cruise space and looking to reach new audiences.

At the moment this is just P&O Cruises but there’s no reason why this won’t be translated to other brands in the UK in the future, like Cunard. It’s not confirmed but long-term we want it to be a Carnival Corporation initiative.

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It’s time to start planning your next adventure. So, will it be a weekend away to one of Europe’s most enchanting spots? Maybe a culture hop through the endless beauty of the Med? Or how about exploring some of the world’s most iconic cities, such as Sydney, Tokyo and Dubai? With summer sailings to the heart of the spectacular Norwegian Fjords and winter breaks offering warm sun and cool cocktails on pretty Canary Islands or paradise Caribbean shores, P&O Cruises offer holidays as varied as you. They’re constantly updating health protocols too, so you can look forward to the holiday you’ve been dreaming of – safe in the knowledge that your well-being is the top priority.

With over 180 years of history, P&O Cruises know their stuff. They offer everything you need to create your next unforgettable holiday including insider tips on every destination, authentic experiences, moreish dining, comfy accommodation, full days in almost every port plus plenty of evenings and overnight calls to give you even more time to soak up each exciting place you visit. Forget the hassle of getting from A to B – this is your time to relax as you travel, delve deeper and tailor your holiday just the way you like it.

Whichever ship you choose, little touches such as tea and coffee making facilities in your cabin, British plug sockets, prices in sterling and no tips needed make travelling with P&O Cruises effortless. There are no luggage limits on roundtrip sailings from Southampton and, if you’re keen to maximise your time in the sun, it’s just a 3-hour flight to Malta, 4 hours to Tenerife or 8.5 to the Caribbean. Your ship will be ready and waiting and you can start your holiday with a refreshing cocktail under a balmy sky.

A holiday with P&O Cruises offers remarkable value and quality. From iconic destinations to exceptional dining and accommodation, dedicated personal service to show-stopping entertainment – it’s all included in the price of your holiday.

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Conservatory mini-suite.

A brand new innovation for P&O Cruises new Excel class ships, Arvia (arriving December 2022) and Iona; these cabins let the great outdoors in via an additional lounging area with floor-to-ceiling glass (and an external door) between the main cabin area and your balcony. Relax inside or out in complete comfort to incredible views.

The concept, which comes with Mini-suite benefits, brings the outdoors in with a personal and versatile conservatory-style room that forms an extension to the cabin. It offers great flexibility and creates a distinctive relaxation and socialising space; including stylish L-shaped seating, the conservatory-style room can be closed off or left open according to the time of day or mood. In the morning, you could keep it closed to enjoy a quiet coffee overlooking the ocean while everyone else is still asleep. By day or evening, the room can be opened out fully onto the balcony. With a direct connection to the sea, the space is cool and shaded – and perfect for chilling out in. In the evenings, it could also transform into a spacious environment for private celebrations and socialising over pre-dinner drinks with friends and family. All the while offering glorious seascape views.

Conservatory Mini-suites are approximately 274 square feet (including balcony).

Superior Deluxe Balcony

Escape to a balcony cabin with added luxury. Feel truly spoilt with special touches including Champagne and chocolates on arrival and delicious canapés delivered once a week. And, for when it’s time to settle down, you’ve two flat screen TVs to choose from*. Available on Azura, Britannia and Ventura, Superior Deluxe Balcony cabins vary from approximately 281-314 square feet (including balcony).

*Some exceptions apply.

Deluxe Balcony

Enjoy some added space but aren’t worried about added perks? Larger in size than P&O Cruises standard Balcony cabins, you can enjoy all the space of a separate seating area with a Deluxe Balcony cabin. In addition to your comfy bed, wardrobe and en-suite bathroom, you’ve a two-seater sofa, chair and table. Floor-to-ceiling glass doors to your balcony also create even more of an airy feel. Available on Arcadia, Arvia, Aurora and Iona, Deluxe Balcony cabins vary from approximately 212-362 square feet (including balcony).

If you like to feel the sea breeze and enjoy having your own private outdoor space, a Balcony cabin is ideal. Your balcony is the perfect place to savour a lazy continental breakfast or spend a few peaceful hours sunbathing with a book. Balcony cabins are available across the P&O Cruises fleet with the exception of Arcadia which features Deluxe Balcony cabins. These cabins vary from approximately 142-279 square feet (including balcony).

If natural light and a view are a must, P&O Cruises Sea view cabins ensure you’re never too far away from those relaxing views! Each one offers a similar layout and features of an Inside cabin, but with the addition of a window or porthole. Sea view cabins are available across the P&O Cruises fleet with the exception of Britannia. These cabins vary from approximately 150-239 square feet.

P&O Cruises Inside cabins are a practical and pocket-friendly choice if you simply need a comfy place to lay your head each night and know that your days will be spent enjoying everything that your ship has to offer. Inside cabins are available across the fleet. Two additional beds in the form of pull-down beds are also available in selected cabins* – perfect if you’re travelling with friends and family and don’t plan on spending much time in your accommodation. These cabins vary from approximately 134-205 square feet.

*When three/four guests share a cabin with pull-down beds, for safety reasons the two lower beds cannot be pushed together.

P&O Cruises Family cabins are a comfortable space for up to four guests, with two lower beds and up to two additional beds in the form of pull-down beds* or a sofa bed. Even better, you don’t have to worry about additional beds getting in the way during the day, as these will be made up each evening and put away every morning by your cabin steward. Family cabins are available across the fleet.

P&O Cruises Single cabins offer everything the solo guest could ask for. They provide ample space, with a comfortable single bed for that perfect night’s sleep at sea. Selected cabins on Arcadia, Arvia Britannia and Iona even have their own private balcony space. Available on Arcadia, Arvia, Aurora, Azura, Britannia, Iona and Ventura, Single cabins vary from approximately 101-130 square feet.

From healthy to decadent, hearty to delicate, there’s a menu and a venue for every mood. Keen to dress up for a romantic meal in a stylish setting? Prefer to pick up a quick bite after a full day exploring ashore? Feel free. Every meal brings a moment to savour when you dine on board a P&O Cruises ship. And with options available round the clock, you can savour delicious dishes whenever you feel peckish. There are modern British classics to choose from as well as flavours inspired by the destinations on your itinerary, and so much is included in the price of your holiday. So, what do you fancy?

In the mood for something fresh and informal? Chic and special? A family favourite? P&O Cruises have bars and restaurants to suit every mood. You could sink into sumptuous surroundings as you enjoy an evening of fine food and enthralling entertainment. Or have fun with the family tailoring your poolside burger just the way you like it. Perhaps you fancy a quiet hour with a book and a coffee? Or the opposite – your favourite drink paired with live music? Whatever you’re in the mood for, you’ll find that huge variety comes with a P&O Cruises holiday.

When the sun sets, the fun doesn’t have to. On a P&O Cruises holiday, you can find your perfect evening every night. It could be a cosy drink in a mellow bar, or perhaps dancing to a live band or DJ. Spectacular food is always on the menu and you can take your pick from restaurants serving a variety of flavours from around the world. You could catch a vibrant show in the theatre, or maybe a candle-lit spa treatment is your perfect wind-down after a busy day of exploring. Whatever you’re in the mood for, make each night your own.

Each ship has its own theatre, home to a selection of live shows from the talented and energetic cast of the Headliners Theatre Company. Performances could include Mr Tickerton’s Clockwork Circus – a world of colour and magic – or Centre Stage, a night of the best contemporary musical theatre. Your ship may hold matinee performances of some shows too – perfect if you’re travelling with children.

From sophisticated lounge bars to casual spots, spectacular sea views to live music, you can find a variety of different places to toast each amazing day. To wet your whistle, there’s a fantastic array of drinks to choose from including craft beers, artisan gins, unique cocktail creations, and an extensive wine list. P&O Cruises also offer drinks packages which give you excellent choice and value.

Excited to see where the night takes you? Enjoy an evening of laughter at a comedy show or perhaps try your luck in the casino. How about listening to live musicians and singers as they provide the soundtrack to a perfect night? You might just find yourself showing off your best moves in a nightclub ‘til dawn. Or, if you fancy stepping into the spotlight, feel free to join in some karaoke fun.

If you’re travelling with children, you can make lifelong memories on board P&O Cruises family-friendly ships and ashore. With different activities in store for each cruise, you could have a splash in the pool, catch a matinee show in the theatre, see what’s happening at The Reef children’s club or start some friendly competition on the sports court. And if you’re in the mood for enchanting local culture, foodie treats and action-packed adventures, P&O Cruises can help you find exciting family shore experiences in each destination. Whatever makes your perfect family day, simply relax and let P&O Cruises take care of everything.

Exclusively for adults, Arcadia and Aurora are among P&O Cruises much-loved ships. They have won the hearts of all who have sailed on them thanks to their unique characters, relaxed and intimate atmospheres, classic elegance and array of features designed for pampering and indulgence. Where in the world will they take you?

Choose one of the shore experiences offered by P&O Cruises. They’re your destination experts and offer a huge selection of adventures to help you make the most of each place you visit. You’ll be amazed at what you can do in a day, whether you want to walk in the footsteps of Gladiators at Rome’s Colosseum, scuba dive in crystal Caribbean waters, hike a mountain to enjoy breathtaking views in Norway, sample sumptuous street food in Barcelona or maybe laze on the soft white sands of a Greek island – it’s all possible on a P&O Cruises holiday.

As one of the UK’s most established travel companies, Fred. Olsen Travel provides outstanding customer service, choice and value for money through our six distinct specialisms. Bonded by the Association of British Travel Agents (ABTA) and by the Civil Aviation Authority’s Air Travel Organisers Licensing (ATOL) scheme, you can look forward to your next adventure with the peace of mind that your booking is financially protected in the event of unforeseen circumstances.

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Booking & Travel Conditions

Effective 9 November 2023

INTRODUCTION

It is important that You and all guests in Your booking carefully read all terms and conditions that form Your Contract with Us (including but not limited to these Conditions). We specifically draw Your attention to the following clauses in these Conditions:

• clause 2 provides that Cruise itineraries are not guaranteed and do not form part of Your Contract, and explains that onboard offerings may vary.
• clause 5 provides that services booked in addition to Your Cruise, such as flights or hotels, are supplied by Other Service Providers and their conditions will apply.
• clause 7 provides that We may refuse or cancel Your booking if You have a condition that may seriously affect Your health and safety or that of others.
• clauses 16 to 23 set out Our policies and Your rights and obligations in relation to changes to and cancellations of Your booking.
• clause 32: sets out the action We and/or the Captain may take if Your presence or behaviour on board presents a risk to Your health, safety or those on onboard.
• clause 33 deals with ports of call and explains that if You go ashore at a port of call, You do so at Your own risk.
• clauses 38(b), (d), (f) and (g) outline limitations on Our liability to You in connection with Your Cruise including with respect to the supply of Recreational Services, lost or damaged luggage or personal belongings, and services provided by independent contractors;
• clause 38(c) provides that You will indemnify Us for certain losses We suffer as a result of Your breach of Your contract with Us.
• clause 43 authorises Us to handle Your personal information in accordance with Our Privacy Policy. The Privacy Policy also explains the circumstances in which We may disclose Your personal information to third parties.

Conditions apply subject to Consumer Laws

Certain Laws such as the Competition and Consumer Act 2010 (Cth) (‘CCA'), which includes the Australian Consumer Law and any applicable state based consumer legislation and consumer legislation in New Zealand (‘Consumer Laws’), may apply by Law for Your protection. The Consumer Laws include guarantees that Our services are provided with due care and skill, are reasonably fit for a Cruise and are provided within a reasonable time. Where We fail to provide services to You in accordance with the Consumer Laws or these Conditions, You may have a right to seek a remedy from Us in accordance with these Conditions and any appliable Law, including the Consumer Laws. These Conditions do not alter any protection given to You by Consumer Laws that cannot be excluded or limited.

Our discretions and directions

These Conditions refer to various rights that may be exercised in Our discretion, such as giving You directions on board or refusing to carry You or Your luggage on Our ship. We will exercise that discretion reasonably. In exercising Our discretion, We may take into consideration a range of factors including but not limited to Our legal obligations (including under Australian and international maritime laws), the need to protect the health and safety of all persons on board, Our ships, Our equipment and Our reputation.

YOUR CONTRACT WITH US

• You are entering into this Contract with Carnival plc trading as P&O Cruises Australia, ARBN 107 998 443. It is contracting on behalf of itself and on behalf of the Carrier with You. You/ Your means You and all guests in Your booking. We/Our/Us means Carnival plc trading as P&O Cruises Australia. Carrier includes the owner, operator, charterer or manager of the ship on which You book a Cruise or any substitute ship. We may or may not be the Carrier for the Cruise You have booked.
• these Booking & Travel Conditions (‘these Conditions’); and
• any additional terms and conditions that apply to Your booking that are notified to You or Your travel agent at or before the time of booking (for example: terms and conditions for promotional Fares, group bookings, corporate bookings, Ezpay, and/or wedding/vow renewals) (‘Additional Terms’), (collectively ‘Contract’).
• In the event of any inconsistency between these Conditions and any Additional Terms that apply to Your booking, the Additional Terms will prevail to the extent of the inconsistency.
• Except as set out in clause 1(e), Your Contract with Us becomes legally binding once We receive the first Payment towards Your Cruise in cleared funds. If We do not receive the first payment from You or Your travel agent either at the time of booking or within 3 days if You have requested a 3 day hold of the booking, We will cancel Your booking and no legally binding Contract will form between You and Us.
• If Your booking does not require any Payment for Your Cruise Fare, Your Contract with Us becomes legally binding once Your booking is created and You are issued with a booking number.
• By making a payment, You represent that You accept and have authority from all guests (or their parent/Guardian) on Your booking(s) to accept on their behalf, these Conditions and any Additional Terms that apply to Your booking. Parents/Guardians or carers accept these Conditions and any Additional Terms that apply to Your booking and enter into the Contract on behalf of their Children and/or the person(s) whom they are responsible for making decisions on behalf of. It is important that You and all guests in Your booking read them carefully and understand them.
• When You book Your Cruise through a travel agent, Your travel agent accepts these Conditions and any Additional Terms that apply to Your booking and enters into this Contract on Your behalf. We will send all communications in relation to Your Cruise to Your travel agent and Your travel agent is responsible for passing those communications onto You.
• By boarding the ship for Your Cruise, You acknowledge that You have read and understood, and agree to be bound by these Conditions and any Additional Terms that apply to Your booking.

THINGS TO KNOW BEFORE BOOKING

• Many factors may affect Our ability to provide any particular planned itinerary. These include weather or environmental conditions, mechanical difficulties, civil unrest, health and safety emergencies, providing assistance to other vessels, or other unforeseen circumstances. As a result, We cannot guarantee itineraries.
• If We are unable to operate in accordance with Our planned itinerary, We may in some circumstances offer You assistance or compensation in accordance with clauses 22 or 23. You may also have additional rights to compensation under the Consumer Laws.
• Onboard offerings such as services, products, venues, menus and activities are subject to availability and may vary by ship and itinerary and from the descriptions and images on Our marketing material. We may make changes to the onboard offerings including due to the availability of goods and services, health and safety considerations, for operational reasons, due to changes in laws or because We are seeking to refresh or improve onboard offerings. Nothing in this clause, however, affects Your rights at law including under Consumer Laws.
• We have in place, and may introduce, alter and/or withdraw, policies and procedures for the health, safety, comfort, enjoyment and/or general wellbeing of people relating to the Cruise. We also have policies and procedures in place so that We comply with relevant Laws in relation to Your Cruise. You must, at all times, comply with Our policies and procedures that We bring to Your attention as well as all directions from Our staff.
• We may, in connection with a legitimate business purpose, Law or legal requirement, request that You provide specific information (including personal information and sensitive information) and/or documents; and You agree to comply with Our requests.
• You must conduct Yourself with due regard to the health, safety, comfort, enjoyment and general wellbeing of all persons in relation to Your Cruise.
• abusive, offensive, dangerous or harassing behaviour;
• behaviour which may endanger the safety of the ship on which You are travelling, or the safety of Our staff or other people in connection with Your Cruise;
• tampering, damaging or interfering with any part of the ship (including equipment, facilities and systems);
• climbing, standing or sitting on any safety barriers;
• public nudity and acts of indecency;
• smoking outside the designated areas;
• failing to comply with directions from Our staff;
• making excessive noise which disturbs other persons onboard; and
• unlawful conduct including in the ports We visit.
• Any injuries, incidents, anomalies, illegal activity, hazards, unsafe behaviour, disruptive behaviour, security matters in connection with Your Cruise should be reported to Us/Our staff as soon as possible.
• making all necessary enquiries as to whether You need a visa and/or other documents to undertake Your Cruise, and obtaining those documents;
• obtaining vaccinations;
• finding out about risks to Your health and safety in relation to Your proposed travel in consultation with Your doctor;
• obtaining adequate international travel insurance to cover You for Your Cruise; and
• ensuring Your details are registered with Us and are up to date including phone number, email, address and emergency contact details.
• Travel advice can be obtained from various sources. In Australia, the Australian Department of Home Affairs ( https://www.homeaffairs.gov.au/ ) and https://www.smartraveller.gov.au/ . In New Zealand, the New Zealand Immigration Service ( https://www.immigration.govt.nz/ ) and https://www.safetravel.govt.nz/ .
• Travel on a Round Trip Cruise from Australia will not be recognised by Australian Immigration to have left Australia and therefore the Cruise cannot be used to revalidate an Australian visa.
• Identification requirements vary by country and government agencies/departments can change those requirements including at short notice. It is Your responsibility to ensure You comply with the requirements in place at the destinations We plan to visit at the time of boarding Your Cruise.
• For domestic Cruises departing an Australian port that do not visit an international port, and for domestic Cruises departing a New Zealand port that do not visit an international port, a valid passport or government issued photo identification is required for all Adults. Accepted forms of government issued photo identification include a driver’s licence, proof of age cards and Government ID cards.
• For Australian domestic Cruises, a current Medicare card can be used for guests under 18 years of age. For New Zealand domestic Cruises, an original or certified copy of the Child’s birth certificate or a school pass with photo will be accepted for guests under 18 years of age.
• For international itineraries which travel to either New Zealand or New Caledonia (1 country only), all guests are required to travel with a passport which must be valid for a minimum of three (3) months beyond the date of Your Cruise return and have sufficient blank pages for entry and exit stamps and visas for Your destination.
• For all other international itineraries, all guests are required to travel with a passport which must be valid for a minimum of six (6) months beyond the date of Your Cruise return and have sufficient blank pages for entry and exit stamps and visas for all destinations.
• shore tours,
• tickets to main events,
• We may assist You in booking Other Services. Other Services are owned, supplied and/or operated by Independent Contractors (‘Other Service providers’). Other Service providers are solely responsible for the information and Other Service offered, and their conditions will apply.
• We strongly recommend You purchase appropriate international travel insurance at the time You pay Your deposit. As Australian Medicare and New Zealand Accident Compensation Corporation do not cover Your travel onboard, it is important that international travel insurance is purchased for all Cruises (including domestic Australian and New Zealand itineraries which do not visit international ports). If You do not purchase international travel insurance You may not be able to recover charges, medical costs, repatriation and other expenses that may be incurred if things do not go according to plan, unless You are entitled to compensation or another remedy under the Consumer Laws or in accordance with clauses 22 or 23.
• Some counties included in Our Cruise itineraries have a mandatory requirement that guests hold international travel insurance that has cruise coverage. If this applies to Your Cruise itinerary, You must bring printed or digital proof of Your travel insurance policy when You check-in for Your Cruise or You will be denied boarding. You are responsible for all travel insurance requirements for Your Cruise.
• You must be medically, physically and mentally fit for travel, and ensure that travel will not endanger Yourself or anyone else. If You require doctor’s clearance to travel, it is Your responsibility to obtain that clearance. We may request that You provide evidence of such clearance to Us at any time.
• If You have a condition that may seriously affect the health or safety of Yourself or any other person onboard, We may refuse or cancel Your booking at Our discretion. We will exercise Our discretion giving reasonable consideration to Your circumstances and We will advise You of Our decision as soon as possible. Where Your booking is cancelled You may be entitled to a refund under clause 22 or Consumer Laws.
• Guests with restricted or limited mobility, and those with medical conditions must be self-sufficient or travel with a carer or someone who can assist with day-to-day activities. Our staff are unable to act as personal carers. Carers are at all times responsible for guests under their care.
• The transmission of Communicable Diseases can be facilitated by people interacting or in close/casual contact environments. Cruises involve the transportation of large numbers of people in an environment where they are likely to interact or come into close/casual contact with one another.
• You can be exposed to pathogens and Communicable Diseases at any time during Your Cruise (including onboard, in terminals, or while ashore). Exposure to pathogens and Communicable Diseases is an inherent risk of Your Cruise. While We have policies and procedures in place to reduce this risk, You acknowledge and accept that We cannot eliminate this risk and You accept this risk upon booking with Us.
• Each ship has a medical centre that is staffed by qualified, licensed doctors and nurses (medical staff). Medical staff are available during routine clinic hours and 24 hours a day in the event of an emergency.
• All onboard medical centres are well equipped to handle most medical conditions that arise while onboard and are accredited to international healthcare quality standards. All of Our medical centres are only for medical needs arising onboard and cannot cater for treatments that You know You will require while on holiday. Further, medical care in the places We visit may be limited in comparison to Australia and New Zealand standards. It is Your responsibility to consider Your itinerary and Your medical needs before booking with Us.
• The medical centre is outside the scope of any health schemes like Australian Medicare and NZ Accident Compensation Corporation. The onboard medical centre is a private facility Consultations, treatments and medication are charged at private rates and must be paid by You before Your final disembarkation. You may be entitled to seek reimbursement of Your medical expenses from Your international travel insurer (if applicable).
• While the medical centres are equipped to handle many medical conditions that arise while onboard, there may be occasions where it becomes necessary to disembark or evacuate a guest to receive further essential medical treatment. To ensure guest safety, this decision will be made by the onboard doctor and the Captain. All medical services, repatriation costs, transport/travel expenses, onshore accommodation expenses, onshore meals and the like are not included in Your Fare and must be paid by You.
• We are unable to accept any guests who will have entered their 24th week of pregnancy or later at any time during the Cruise. If You are pregnant at the commencement of Your Cruise, You must obtain a letter from Your doctor prior to embarkation which confirms You are fit to travel and specifies Your estimated due date. This letter must be produced upon request.
• using a medical mobility aid onboard such as a wheelchair or scooter;
• requiring wheelchair assistance at the cruise terminal or wheelchair accessible transfers;
• dietary requirements;
• requiring a baby cot/crib;
• requiring assistive listening systems;
• requiring a carer, interpreter or other support person;
• bringing Your service dog onboard;
• administering medications via injection;
• bringing specialist medical equipment onboard;
• refrigeration for medication.
• Due to the inherent nature and risks of travel by sea, if You have specific needs in relation to Your Cruise, You must contact Our Customer Service Team before booking Your Cruise, or as soon as possible, to confirm whether We can meet Your specific needs for Your chosen Cruise. We will make reasonable adjustments but cannot guarantee We can meet Your specific needs. Please note that in order to meet Your specific needs, We may require You to purchase a specific category of room.
• Guests who are bringing a wheelchair or mobility aid onboard must advise Us at the time of booking. You must provide Your own wheelchair or mobility aid and must ensure it can be stored inside Your room. Limited areas of the ship may not be wheelchair accessible. Please note that some ports can only be accessed using the ship’s tenders. Tender boats and tender ports are generally not accessible to guests who use a wheelchair or with significant mobility impairments.
• If You take medication on a regular basis or anticipate requiring certain medication during Your Cruise, You should pack an adequate supply to cover the planned itinerary and any potential delays. Guests need to ensure they take all medication with them upon disembarkation as any medication left behind will be disposed of.
• For the safety and enjoyment of all onboard, there may be limits on the number of Children that can be carried within different age groups. We will advise You whether We are able to accommodate bookings for Children on the Cruise You have chosen. If We cannot accommodate Children on Your Cruise and You have already made a booking, We will notify You and offer a full refund for all guests on Your booking.
• For safety reasons, there must be at least one Adult occupying each room. However, for families travelling together and with inter-connecting rooms, Children may occupy an inter-connecting room to their parent/Guardian on the condition that at least one Child in the room is aged 16 years or older.
• onboard accommodation;
• select onboard main meals at designated dining options;
• select onboard amenities, entertainment and activities; and
• taxes, fees and port expenses.
• We offer a variety of Fare types and each one is subject to different prices and conditions, including payment and cancellation conditions. From time to time, We may also offer promotional Fares with us, which will be subject to the terms and conditions specified at the time of booking.
• Children are charged the same Fare as Adults unless otherwise specified. Children’s meals are included in the Fare, however baby food and formula are not included. Some amenities and entertainment are subject to age and height restrictions or may be unsuitable for guests with specific needs.
• Additional charges may apply to some onboard entertainment, amenities, activities, and specialty restaurants. Also, a number of optional extras are available to purchase but are not included in the Fare. This may cover things like select onboard meals, beverages, Child minding services, some activities and entertainment, shore tours, shopping, Wi-Fi internet, laundry services, day spa services, fitness classes and additional dining options.
• A booking, and payments on a booking, must only be made by an Adult aged 18 years or older.
• When You or Your travel agent on Your behalf makes a booking and/or makes changes to a booking, You represent to Us that You have authority from all guests in Your booking.
• It is essential that all of Your booking details are correct and up to date. As soon as You receive Your Booking Confirmation, You must check that all details are correct. If any details are incorrect, please contact Us or Your travel agent.
• Cruise Control is Our online platform that enables You to check-in, manage and personalise Your Cruise.
• Please note every guest in Your booking will have access to the booking (excluding credit card details) via Cruise Control, and that any Adult named on Your booking can make changes to the booking.
• All prices are quoted in Australian dollars, unless otherwise specified. In the event that a displayed price is incorrect, subject to any requirements under the Consumer Laws, We may retract the price and/or withdraw the Cruise from sale and refund any payments made at the incorrect price.
• Sometimes We will release promotional Fares. These can be offered and withdrawn at any time. If after booking You choose to change to one of Our promotional Fares, You may need to cancel Your existing booking and Our cancellations policy outlined in clause 17 will then apply.
• Your booking is not secure until an initial deposit in cleared funds is received by Us. Your deposit and final payment due dates will be indicated on Your Booking Confirmation, which are subject to any Additional Terms that apply at the time You make Your booking. We will send You or Your travel agent a reminder email shortly before a payment is due. If You miss a payment due date, Your booking will be cancelled automatically and Our cancellations policy will apply in accordance with clause 17. Please contact Our Customer Service Team if You need to request an extension before the payment due date.
• A deposit is required for all guests on the Cruise. The amount of the deposit will be specified at the time of booking and set out in Your booking confirmation.
• The payment schedule for the remaining balance will be specified at the time of booking and set out in Your booking confirmation. Bookings and some promotional Fares made within the final payment period will require payment of the full Fare at the time of booking.
• When booking through a travel agent, they may have different payment conditions that will apply to Your booking. Please check with Your travel agent at the time of booking.

CHANGES OR CANCELLATIONS BY YOU

Please be aware that one original guest from the booking must always remain on the booking or the booking will be subject to the applicable cancellation charges.

• If the cancelling guest was the only person that qualified the booking for a promotional Fare (eg: past guest Fare), additional and remaining guests will no longer be entitled to the promotional Fare including any applicable offers. The remaining guests may cancel the booking in accordance with the cancellation policy in clause 17, and charges may apply. If the remaining guests wish to proceed with the booking, the booking will revert to the market Fare available at the time the qualifying guest cancels and the remaining guests will need to pay the difference in cost, if any, between the promotional Fare and the market Fare. If a cancellation results in You becoming the sole occupant of a room, You must pay the single person supplement.
• New guests added to bookings, and new bookings made within 48 hours of departure will be asked for passport information at the time of booking for security clearance. Please note, We are unable to accept new bookings or new guests on existing bookings after 5pm (Sydney time) on the day prior to departure.
• If You make a booking through Your travel agent, You must contact Your travel agent to make changes to the booking.
• Should You need to cancel Your booking, You must notify Us as soon as possible. If You made a booking through Your travel agent, You must contact Your travel agent if You wish to cancel Your booking.

For bookings made on or before 14 November 2023

For bookings made on or after 15 November 2023

Note: ‘Total Fare’ is the total amount payable to Us for Your booking.

*Unless otherwise stated, the Refund Amount is determined by reference to the Total Fare (including taxes, fees and port expenses), less any third party charges for which We are liable even if You cancel e.g. onshore activity cancellation charges.

• Any “second deposit” constitutes part of Your deposit and is subject to Our standard cancellation policy set out in paragraph (b) above.
• If You book through a travel agent or another third party they may have different cancellation and refund terms which apply to Your booking. Please ensure You check these at the time of booking.
• For payments made through Your travel agent, refunds will be issued by Us back to Your travel agent. We are not liable for any failure of Your travel agent to remit a refund to You.
• For bookings made directly with Us, refunds will be processed back to the original method of payment. For Visa, MasterCard & American Express – refunds will be issued back to the card/s that was used to make payment. Where this is not possible, a bank transfer may be used.
• For payments made using a gift card (for example: a Visa Gift card), refunds will be issued back onto the gift card, so it is important You do not discard any gifts cards used towards Your Cruise Fare.

CHANGES OR CANCELLATION BY US

• Sometimes things can happen that may affect Your Cruise. This could include changes to Laws, weather or environmental conditions, mechanical difficulties, health or safety emergencies, civil unrest, industrial action or other unforeseen circumstances outside of Our control. In these circumstances, We may need to cancel or make changes to Your booking.
• We also may make changes or cancel Your booking due to circumstances that are within Our control for operational reasons.
• change to the planned itinerary;
• charter of all or part of the ship; or
• change of the ship.
• We will take reasonable steps to notify You of any changes to or a cancellation of Your Cruise as soon as We can. If You booked Your Cruise directly with Us, We will contact You using the contact information You provided in Your booking. If You make a booking through Your travel agent, We will notify Your travel agent and Your travel agent is responsible for contacting You about any changes or cancellations.
• Sometimes changes are made at short notice prior to departure or during the Cruise. As Your itinerary is not guaranteed, please take this into account and We recommend that You do not make any important arrangements or meetings based on the planned itinerary.
• We might need to change Your room allocation before or during Your Cruise for operational reasons including health and safety matters, when the number of people booked in the room is less than the number of beds in the room (for example, 2 people booked in a quad room), or if You have selected a wheelchair accessible room and do not require one.
• We may upgrade You to a higher room grade at no extra charge and without consultation. If You have chosen Your booked room for a particular reason or You are travelling as a group and do not want to be considered for an upgrade, please let Your travel agent or Our Customer Sales & Service team know at the time of booking.
• At the time of booking, You may choose not to select a specific room. In those circumstances, You will select and purchase a room grade, however Your specific room will be assigned at Our discretion (this is known as a ‘Guarantee’). Bookings under the “Go” Fare are booked under a ‘Guarantee’.
• If We cancel Your Cruise for any reason prior to Your departure, We will offer You a full refund of Your Cruise Fare. We might also offer You the choice of alternative compensation instead of a refund, such as a Future Cruise Credit. You may also have additional rights (including under the Consumer Laws) where We have cancelled Your Cruise.
• accepting the new itinerary;
• a Future Cruise Credit to the value of Your Fare paid; or
• cancelling the Cruise for a full refund of Your Fare paid.

For the purposes of this clause, 'significant change' means a change to the city of departure or disembarkation, or to the majority (by number) of the other ports in Your itinerary.

You may also have additional rights (including under the Consumer Laws) where We have made a change to Your Cruise.

• Changes for reasons outside Our control It may be necessary to change the itinerary due to safety, compliance with Laws, weather or environmental conditions, to protect human life or health or other factors outside Our control. We will not provide any compensation in connection with the revised itinerary unless Consumer Laws require otherwise.

GETTING READY TO GO AND EMBARKATION

• For health and safety reasons, each piece of luggage must not weigh more than 25kg.
• To ensure a safe and enjoyable holiday for all Our guests, items which may pose a risk to the health or safety of guests and crew must not be brought onboard Our ships including but not limited to: any item subject to a recall notice, irons, kettles, coffee machines, baby bottle warmers, candles, heating devices, illegal drugs, illicit substances, flammable liquids, weapons (including firearms, knives or blades of any kind), ammunition, animals (unless expressly permitted by Us), scooters (unless medically required and expressly permitted by Us), bicycles, skateboards, hoverboards (Flyboards or similar devices), remote control devices of any kind (such as drones), power boards with surge protection devices, cooking devices (such as hot plates), air/ BB/ pellet guns, communication scanners, wide-band receivers and satellite phones. Further, You must not carry onboard Our ships any item which is prohibited by a local Law.
• plastic or glass bottled drinks (including water);
• slab packs (cartons) of canned drinks; and
• tetra pack drinks (including fruit juice poppers).

Each guest can bring onboard a maximum of 12 non-alcoholic canned drinks loosely packed in hand luggage.

• All luggage (including hand and check-in) will be x-rayed at embarkation. We may refuse to carry You or Your luggage if You refuse to consent to Your luggage being x-rayed.
• You may be required to undergo a body search. We may refuse to carry You if You refuse to consent to a body search.
• Any prohibited items or items which may pose a quarantine or safety risk found in hand or checked-in luggage or on You will be confiscated and, if appropriate, made available for collection by You at the end of the Cruise. If the confiscated item is not collected at the end of the Cruise, You must contact Us within three (3) days of disembarking to claim the item. If You do not contact Us within this time, Your item may be destroyed without further notice to You.
• We can deny boarding to, or disembark, any person in possession of any weapons or illicit substances. We may also confiscate these items and hand them over to Law enforcement agencies.
• For security purposes, prior to embarkation, We require a security photograph of every guest. Face coverings may be required to be temporarily removed for security or identification purposes.
• Please make sure that all valuable and important items, such as jewellery, medicines, fragile items, and camera/computer/electrical equipment are carried in Your hand luggage and not packed in Your main luggage/suitcase or left unsecured in Your room or elsewhere onboard ship. Once onboard, all valuables and important items should be stored in Your in-room safe.
• In the event You lose any items onboard, please notify Guest Services immediately. If You have already disembarked please contact Our Guest Services team. Due to hygiene reasons, any unclaimed items that are considered in Our discretion unhygienic will be destroyed at the end of the Cruise. All other items must be claimed within three (3) days of disembarking Your Cruise by contacting Our Guest Services team. You are responsible for Our costs incurred in returning lost items to You, such as postage fees.
• For the health, safety and security of Our guests and crew, We use Closed Circuit Television (CCTV) surveillance (which may include facial recognition technology) to monitor and record public areas onboard all Our ships. In addition, shipboard crew may use body mounted cameras for security purposes. This footage and any accompanying audio recording are confidential and is not available for viewing except by authorised persons, unless required or permitted by law.
• There are some inherent features of travel by cruise ship which You should be prepared for. Some noises, vibrations and smells are associated with the normal operation of the ship. Maintenance may occur in certain areas of the ship while You are onboard which may affect access to these areas. Weather or environmental conditions or other events may also require Us to restrict access to certain areas of the ship for safety reasons.
• Movement in all directions is an inherent feature of travel by cruise ship. Some guests may experience motion sickness, nausea and/or vertigo as a result of the motion of the cruise ship. Unsecured or loose items can also move unexpectedly as a result of the motion and cause damage.
• All of Our ships operate on a ‘cashless’ system. During pre-boarding procedures, every guest will be issued a Cruise Card which will also act as Your room key. The Cruise Card is linked to Your onboard account and is the only payment method accepted for onboard purchases, which are charged in Australian Dollars.
• When You check-in, You will be required to present a Visa, MasterCard or American Express which will be associated with Your Cruise Card and charged for all onboard purchases. As an alternative to registering a Visa, MasterCard or American Express, You can add funds to Your Cruise Card at the self-service cash kiosks onboard. The self-service kiosks allow You to top up Your Cruise Card free of charge using cash (up to a maximum of AU$5,000) or Australian Eftpos (cheque or savings accounts only) with an Australian issued bank card. Non-Australian issued bank cards cannot be used in the self-service kiosk, but can usually be used in the ATMs onboard to withdraw Australian dollar currency (which can then be added to Your Cruise Card using the self-service kiosks). ATM fees apply.
• If You choose to register a Visa, MasterCard or American Express, at the end of each day, We will charge Your registered card for all purchases made with Your Cruise Card on that day. If the registered card has the name of a guest printed on the card, then it must match the name of the guest’s photo ID used to embark the ship.
• Pre-paid Visa & MasterCard travel products can also be registered to Your Cruise Card as long as the card holder’s name printed on the card matches the name of the guest using the card. Travellers cheques are not accepted onboard. If You live outside of Australia, please consider registering a prepaid cash passport Visa Card & MasterCard travel product to avoid currency conversion and international processing fees that may be charged by Your bank.
• Please be aware that once You get onboard, even if You have not registered a Visa, MasterCard or American Express at check-in or added any funds to Your Cruise Card, Your Cruise Card authorises purchases onboard up to a maximum of AU$100, which will appear on Your onboard account as an amount owing to Us.
• Any refunds owed for transactions on Your Cruise Card should be collected at the cash kiosk via the express checkout feature before disembarkation. Otherwise these will be processed back to the original payment method used for the booking if they exceed AUD$50, or via a bank transfer if this is not possible. As specified at the self-service kiosks onboard, unless otherwise advised by You prior to disembarking Your Cruise, You acknowledge and authorise Us to automatically donate any uncollected refunds for amounts less than AUD $50 to the P&O Pacific Partnership. If after disembarking Your Cruise You would like a refund of any amounts donated to the P&O Pacific Partnership under this clause, please contact Our Customer Service Team and We will provide a refund.
• All onboard accounts must be settled in full before You leave the ship at the end of Your cruise. Should You fail to settle Your onboard account before disembarking the ship, We reserve the right cancel any existing or future bookings You may have with Us (and Our affiliate brands) and retain the outstanding sums from any refund due to You, without prejudice to any other remedies We may have under these Conditions or by law.
• Service fees apply to all onboard credit card transactions. The service fee for Visa credit and MasterCard credit transactions is 1.1%. For American Express the service fee is 2.75%. There is no fee for Visa debit & MasterCard debit or pre-paid/travel Visa & MasterCard transactions where the card is issued by a bank in Australia or New Zealand. Service fees are subject to change and will be advised onboard. We recommend that You check with Your card issuer in advance of making any payments to confirm whether transactions on Your card attract a foreign processing fee.
• For refunds of onboard Casino player bank balances, We recommend collecting Your balance before closure of the Casino on the final sea day. Refunds for uncollected Casino account balances are issued by refund cheque. You will need to visit the Ocean Players Club website (https://oceanplayersclub.com/contact/balance-request/) and complete the online form to confirm Your contact details.
• Onboard Credit (‘OBC’), which may also be referred to as Onboard Spending Money, may sometimes be offered as part of a promotional campaign or promotional Fare (‘Promotional OBC’) or it can be pre-purchased (‘Purchased OBC’). OBC is a monetary amount in Australian dollars which is applied to Your onboard account to be used for onboard purchases.
• Unused Promotional OBC will expire at the end of Your Cruise and is not redeemable for cash and non-refundable (unless required by the Consumer Laws). Any Purchased OBC will be refunded at the end of the Cruise if not used. All types of OBC are not transferable, including for back-to-back Cruises or to other guests.
• Parents and/or Guardians are at all times responsible for their Children (or Children in their care), who must be supervised at all times.
• If a Child displays behaviour that may reasonably be perceived by Us/the crew to be dangerous, disruptive, unsafe or the like, the ‘Travel Restrictions and Rights of the Captain’ under clause 32 will be applied to both parent/Guardian and Child.
• Some areas, amenities (including pools and spas) and entertainment are designated as ‘Adults only’. Parents/Guardians are responsible for ensuring Children do not attend any restricted areas and activities onboard.
• Children must be toilet trained and under their parent’s/Guardian’s supervision while using onboard pools, spas, waterpark and waterslides. Children wearing nappies must not enter any onboard pools, spas, waterpark or waterslides.
• Prams and strollers must be collapsible and capable of being stored in Your cabin.
• You acknowledge that if You are travelling with a Child of whom You are not the parent or legal Guardian, You are required to notify Us and complete the ‘Consent Form for Minors Travelling with a Responsible Adult’ executed by the Child’s parent or legal Guardian. You must carry this form with You at all times during Your Cruise. You may be asked to make decisions relating to matters such as that Child’s safety, health and dietary requirements, medical treatment and decisions relating to disciplinary matters.
• Parents/Guardians must not disembark the ship without their Children (or Children in their care) unless they have pre-arranged for an Adult or the Kids Club to supervise their Child while they are not onboard.
• We offer Kids Clubs onboard each ship for Children aged between 2 and 17 years of age. The Kids Clubs are included in the Cruise Fare. Availability in the Kids Clubs and use of the Kids Clubs’ facilities is limited and provided on a first-come-first-served basis.
• Children under two (2) years of age are welcome to use the Kids Club facilities under the direct supervision of their parent/legal Guardian. To attend the Kids Clubs without a parent/legal Guardian, Children need to be two (2) years of age or over. Children who are in nappies are welcome to participate in the Turtle Cove activity program provided that Child’s parent/Guardian is onboard the ship at all times and can be notified by pager. Each parent/Guardian must sign the registration form on entry each day and, if the Child is in a nappy, will also receive a pager. Pagers will be distributed on a first come, first serve basis until all pagers have been exhausted. If there are no pagers available, the Child will not be allowed in the centre without parent/Guardian supervision.
• Use of Kids Clubs requires daily registration and entry is on a first-come-first-served basis as places are limited. Group Child minding for Children 2-9 years is available between 9.30pm and 1am only, for a fee.
• At all times We reserve the right to exercise Our discretion and refuse participation in the Kids Clubs or access to the Kids Clubs’ facilities.
• We are committed to the responsible service of alcohol and responsible gambling. There may be times when We consider it appropriate, in accordance with the P&O Responsible Service of Alcohol Policy or the Rights of the Captain, to refuse the service of alcohol to a guest. In these circumstances, no refund or compensation will be paid including for any beverage packages that apply. Guests must be 18 years or over to purchase, possess or consume alcohol, or gamble onboard. Government issued photo identification may be requested.
• All drinks packages that include alcohol are limited to 15 alcoholic beverages per 24-hour period (6am to 6am) and service is always subject to P&O’s Responsible Service of Alcohol (RSA) Policy. Alcoholic beverages requested above this limit are charged at regular menu prices. Non-alcoholic beverages have no daily limit.
• Guests who purchase alcohol at any port of call or at onboard shops will have their alcohol stored by Us and delivered to their room on the date of disembarkation. You acknowledge that We may inspect beverages which We reasonably suspect to be containing alcohol.
• Violations to the alcohol policy may result in You being denied from being served alcohol onboard.
• The use of any recording or camera technology by guests in the casino is prohibited.
• Guests must be 18 years or over to purchase, possess or smoke including tobacco, e-cigarettes, herbal cigarettes or the like onboard. Smoking and vaping is not permitted indoors on any of Our ships. This includes in guest rooms and on private balconies. For those who smoke, there are designated outdoor areas where smoking is permitted and this information will be communicated to You onboard. Tobacco, e-cigarettes and the like must only be used in the designated smoking areas onboard.
• Violations to the onboard smoking policy may result in a cleaning fee of up to $500 for each occurrence, which will be charged to Your onboard account.
• You must not cause wilful or neglectful damage while onboard the Cruise. You must reimburse Us for any damage You cause. Also, violations of this policy which require additional cleaning will result in a fee of up to $500 for each occurrence, which will be charged to Your onboard account.
• During the Cruise, the Captain will exercise complete control over the ship and take such actions as they think necessary to preserve the safety and integrity of the ship and the comfort, health, safety, enjoyment and general wellbeing of the guests and crew.
• You are at all times responsible for ensuring that no travel restrictions apply to You and any Children in Your care or custody.
• disembark You from the ship;
• restrain or confine You onboard;
• remove You from a particular room or area onboard the ship;
• search You, Your luggage and/or Your room;
• administer medication to You including use of sedatives (via the onboard doctor or nurse);
• hand You and/or Your luggage over to local authorities; and/or
• refuse or cancel any bookings from You;
• Require You to take preventative, protective or remedial action; and/or
• Require You to undertake medical testing.
• In such cases, We are not responsible for any expenses including Your return home. In addition, You will not be entitled to any refunds or compensation from Us unless required by the Consumer Laws.

PORTS OF CALL

• Guests may choose to go ashore at a port of call. In the event that You go ashore, You acknowledge and agree that You do so at Your own risk. You are responsible for familiarising Yourself with, and adhering to, the local laws, regulations and customs. Additionally, We take no responsibility for any injury, death, loss and/or damage that occurs while You are not onboard the ship. Food must not be taken off the ship at any port of call as it can result in penalties.

DISEMBARKING

• If You depart the ship at a port of call, You must ensure that You return to the ship prior to the cut-off time nominated by Us. Re-embarkation deadlines apply and may be strictly enforced.
• If You are required, or choose, to leave the Cruise for any reason (unless caused by Our negligence or failure to provide services with due care and skill and that are reasonably fit for purpose), We are not responsible for any expenses, including Your return home. This also applies if You do not return to the ship in time for sailing after a port visit. Subsequent boarding is not guaranteed and may be denied. You will not be entitled to any refunds or compensation from Us unless the Consumer Laws provide otherwise.
• It is important to be aware that it will not always be possible to leave a Cruise early, even when on an Australian domestic itinerary. Some Australian ports have strict border and quarantine restrictions which prevent cruise ship guests from discontinuing the Cruise in that port, even if they are an Australian passport holder. Many international ports also have strict border restrictions and visa requirements.
• You are at all times responsible for Your belongings. Also, it is Your responsibility to remove all of Your belongings from the room prior to disembarking the ship.
• While We will provide reasonable assistance in locating any items left onboard, We are not responsible for any items misplaced, lost or left behind by You.
• Once You disembark the ship, You must collect Your checked luggage as soon as it is available for collection. Due to hygiene reasons, any unclaimed items that are considered in Our discretion unhygienic will be destroyed at the end of the Cruise. All other items must be claimed within three (3) days of disembarking Your Cruise by contacting Our Guest Services team. You are responsible for Our costs incurred in returning lost items to You, such as postage fees. If You pick up the wrong luggage, it is Your responsibility to immediately return the luggage to Us and at Your own expense.
• We are committed to supporting communities in the destinations We visit. As part of Our P&O Pacific Partnership Program, a $2 donation will be automatically added to the onboard account for each guest aged 18 years or over. The donation will be used towards community based initiatives in the destinations We visit. This is an optional donation and You may remove it from Your onboard account before embarkation or onboard or at the Guest Services Desk before You disembark or obtain a refund after Your Cruise by contacting Our Customer Service Team. Visit Our website (https://www.pocruises.com.au/about/pacific-partnership) for more information on Our latest Pacific Partnership Initiatives.
• At all times during Your Cruise, You are prohibited from littering, dumping, polluting or otherwise discharging anything into the ocean or waterways. Further, You must not leave unsecured items on balconies or on the upper/open decks of the ship as the wind can cause items to fall overboard.
• Any dumping or pollution of any kind including discharge of any item into the ocean and/or waterways is strictly prohibited. Any wilful or negligent act of discharging or releasing any unauthorised item overboard, without the express permission of the ship's staff, may result in a $500 charge, per violation, posted to Your onboard account.
• Additionally, You may be charged the reimbursement cost of any unauthorised property belonging to Us that You discharge or release overboard. Subject to applicable Laws, You agree to indemnify Us for any loss caused by Your wilful or negligent conduct in contravention of this clause.
• You may be disembarked for violations of Our Environmental Policy and You will be responsible for all financial charges and expenses to return home. No refund of Your unused Cruise Fare will be provided. Additionally, You may be prohibited from sailing with Us and Our affiliate brands in the future.

LIMITATION AND EXCLUSION OF OUR LIABILITY AND INDEMNITY BY YOU

• Nothing in these Conditions alters any rights given to You under Law (including Consumer Laws) that We cannot lawfully exclude or limit.
• Other than as specified in Your Contract with Us or provided by applicable Laws (including Consumer Laws), We exclude all liability in relation to or in connection with Your Cruise unless caused by Our negligence or failure to provide services with due care and skill or that are reasonably fit for purpose.
• To the maximum extent permitted by Law, You will indemnify Us in relation to all claims, loss, damages, liability, expenses, fines, penalties or costs We incur or suffer which is caused, or contributed to (to the extent of that contribution), by Your breach of Your Contract with Us. However, You are not required to indemnify Us in respect of any amount which arises from any mistake, fraud, negligence or reckless conduct by Us.
• Except for liability for significant personal injury caused by Reckless Conduct by Us or Our personnel, servants or agents, where We provide Recreational Services, We exclude liability for all Excluded Recreational Liabilities in connection with Our failure to comply with any consumer guarantees applying under the CCA.
• Reckless Conduct has the meaning set out in section 139A(5) of the CCA.
• Excluded Recreational Liabilities means liabilities described in section 139(3) of the CCA which, without limitation, includes liability for death, physical or mental injury, or contraction, aggravation or acceleration of any disease; and
• Recreational Services has the meaning set out in section 139A(2) of the CCA.
• Other than as provided by applicable Laws (including Consumer Laws), We exclude all liability in relation to and in connection with any good and/or service provided by an independent contractor in relation to or in connection with Your Cruise (including but not limited to all Other Services).
• To the extent Consumer Laws and other Laws permit Us to exclude Our liability, We will not be liable for loss of, damage to, or theft of any luggage, personal items or other belongings, unless caused by Our negligence or failure to provide services with due care and skill or that are reasonably fit for purpose.
• You agree that Our liability will be reduced in proportion to any negligence or fault on Your part.
• You agree to use all reasonable efforts to report any and all incidents, complaints, claims onboard or otherwise and bring the matter to Our attention as soon as possible. You acknowledge that any delay or failure to bring any matter to Our attention whilst onboard may impact Our ability to investigate and verify the matter.
• Your Contract with Us is governed by the Laws in force in New South Wales. You agree that any claim and/or action You bring against Us will be brought in Australia and will be subject to New South Wales’ law. If You have a claim and/or action Us, You agree only to bring an action against Carnival Plc trading as P&O Cruises Australia and not any of Our related bodies corporate as defined in the Corporations Act 2001 (Cth).
• You acknowledge and agree that at any time, if We reasonably believe that Your participation in the Cruise may expose Us to breach of Trade Sanctions or expose Us to legal liability in relation to Trade Sanctions, We have the right to cancel Your Contract without liability or any obligation to refund of any portion of Your Fare.
• By entering into Your Contract, You are deemed to represent to Us that You are not subject to any Trade Sanctions or listed on any lists of sanctioned persons for Trade Sanctions, and You are not entering into Your Contract on behalf of or for the benefit of anyone who is. You agree that You will tell Us as soon as practicable if this changes.
• All provisions, limitations, exemptions, rights and conditions given to Us by these Conditions, including the right to rely on the exclusive jurisdiction clause, are extended to all of Our employees, agents, direct or indirect subcontractors (including sub-subcontractors, the Carrier and the Carrier’s employees, agents, direct or indirect subcontractors) and to any other party employed by or on behalf of Us, or whose services and/or equipment have been used in order to perform Your Contract with Us (the ‘Protected Entity’). We are acting as agent or trustee for all members of the Protected Entity. The Protected Entity does not include Other Service providers referred to in clause 5.
• In these Conditions, headings are for ease of reference only and do not affect the interpretation or meaning of these Conditions.
• that provision must so far as possible, be read down to the extent necessary to ensure that it is not illegal, invalid or unenforceable and as reasonable in all the circumstances so as to give it a valid operation; or
• if the provision or part of it cannot effectively be read down, that provision or part of it will be deemed to be void and severable and the remaining provisions of Your Contract with Us will not in any way be affected or impaired and will continue notwithstanding that illegality, invalidity or unenforceability.
• Privacy Laws safeguard Your personal information. Our Privacy Policy sets out how We handle Your personal information including how We collect, use, store, disclose and destroy Your personal information. Before making a booking with Us, You must read Our Privacy Policy, which can be found at on Our website: https://www.pocruises.com.au/business/privacy-policy .
• It is a condition of booking with Us that You authorise Us to handle Your personal information (including sensitive information) in accordance with Our Privacy Policy.
• If You would like to access or correct Your personal information, please contact Us on: Email: [email protected] Post: PO Box 1429 Chatswood, NSW 2057
• legislation (including statutes, regulations, determinations, by-laws, declarations, ministerial directions, ordinances and other subordinate legislation);
• court decisions, and principles of common law and equity;
• mandatory code, standard or guideline; and
• writ, order, injunction or judgment.

• P&O Cruises ( UK )

How does Americans book a P&O cruise?

By JPEvans , February 15, 2014 in P&O Cruises ( UK )

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From the states, how does on book a P&O cruise. I would love to

Sail the Britannia. But from the web site it looks like it's just bookable

From the UK. Would Americans feel out of place?

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Cruise Junky

You could contact them directly. Just be aware, deposits in the UK are non refundable, so be very, very sure

From the states, how does on book a P&O cruise. I would love to Sail the Britannia. But from the web site it looks like it's just bookable From the UK. Would Americans feel out of place?

We have seen a few Americans on P&O cruises but the majority of passengers are British and everything is geared toward the British market. My brother-in-law who lives in the States had to book directly with P&O UK they would not even let us book for him from the UK.

From the states, how does on book a P&O cruise. I would love to   Sail the Britannia. But from the web site it looks like it's just bookable   From the UK. Would Americans feel out of place?

This page has a pull down bottom right. Select North America to find an agent:

http://www.pocruises.com/ContactUs/

Have you thought about going on Princess Royal instead. Same size and bookable from US. P&O are thoroughly British in terms of clientelle, entertainment and food so be sure this would suit your needs. You would certainly be in the minority and possibly the only Americans onboard.

terrierjohn

One other point you need to consider is that as Brits on US based ships we are always made to feel very welcome, especially when in a small minority, however I am not certain your typical P&O cruiser would offer Americans the same welcome, you may find it a very lonely experience.

As cruise junky says be very certain before you book, especially as I expect that, decor apart, Britannia will be very similar to Royal Princess.

Host Sharon

One other point you need to consider is that as Brits on US based ships we are always made to feel very welcome, especially when in a small minority, however I am not certain your typical P&O cruiser would offer Americans the same welcome , you may find it a very lonely experience. As cruise junky says be very certain before you book, especially as I expect that, decor apart, Britannia will be very similar to Royal Princess.

I totally disagree with this comment. Admittedly, other nationalities are few on board, but as long as you accept that the on-board experience will be very British, you should be fine. I guess the biggest different will be the food, which is not so heavy on the meat and has many more vegetables than I have ever had on US lines.

Ironically - the year P&O Cruises decide to go all out British, they are seeing more and more "foreign" nationalities booking their cruises!

One other point you need to consider is that as Brits on US based ships we are always made to feel very welcome, especially when in a small minority, however I am not certain your typical P&O cruiser would offer Americans the same welcome, you may find it a very lonely experience. As cruise junky says be very certain before you book, especially as I expect that, decor apart, Britannia will be very similar to Royal Princess.

The few Americans I have seen have had a great time, you will certainly be well received and somewhat of a talking point. If you have been to the UK like millions of Americans then you will know what to expect from the food. It will at least give you a talking point when you go home.

Sent from my iPad using Forums mobile app

We traveled on Ociana a couple of years ago and met a few Americans a lovely couple from Brazil and all we spoke to enjoyed the cruise very much and we Brits make anyone welcome ,we too want to book Britiania so book and enjoy.:)

One thing that came out of the Christopher Edgington "conversation" was the answer to this very question:

http://cruiseforums.cruisecritic.com/showthread.php?t=1964257

"Vacations to go" is the travel agent, he didn't give further details.

so,ton saint

HI JHON PAUL please dont get put of by any negative response,we went on carnival ecstacy out of port canaveral last year and we were the only brit,s on the ship, we were made most welcome. as for food could not fault it something for every one. try booking a week vacation IE southampton then a weeks cruise

david,Mississauga

Canadians must also book through the US-based agent which has a Canadian office. A local travel agent (preferably a cruise specialist) can handle the booking for you even though they must also deal with the designated agency.

As Canadians we have always been welcome on P&O. Admittedly it's been quite a while: our last three cruises were on the Canberra. In the late 1980s there was a deal to encourage Canadians: free boat train travel and a night in a London hotel before and after the cruise. Although we were a small minority, we were by no means the only Canadians on board. Perhaps it's our Commonwealth connections - and sharing the same head of state - but we felt like we belonged and we met many very pleasant people. The late Nicky Ward, children's entertainer, made quite a fuss over our young son. No offence to our US friends, but we are not interested in any further US-style cruising. A "hybrid-ship" like Queen Mary 2 is very good - and the only way to cross (the pond). Some day we would like to cruise in the Oriana which, from reviews, appears to be closer to the Canberra in ambience than the more recent ships.

Until the mid-1970s there was a P&O office in Vancouver and Toronto. P&O liver voyages and cruises were operated from Vancouver until that time.

I dont believe the comments in this thread are negative. The are trying to ensure the OP is fully informed before spending their cash on a P&O cruise.

Im not sure Brits travelling on a US line is the same as Americans travelling on a British line.

After 5 P&O cruises Ive never heard a non British accent apart from a few Aussies on a Baltic cruise.

I am a Brit, but my Husband is Canadian. One of the best dining tables we ever had was 7 Brits and him. Tons of fun. I wouldn't hesitate to book P&O. What's the point if travelling if you need to be surrounded with your own nationality? I also wouldn't pick Royal Princess over Britannia because of her itineraries, Britannia's look much better.

I dont believe the comments in this thread are negative. The are trying to ensure the OP is fully informed before spending their cash on a P&O cruise.   Im not sure Brits travelling on a US line is the same as Americans travelling on a British line.   After 5 P&O cruises Ive never heard a non British accent apart from a few Aussies on a Baltic cruise.     Sent from my iPad using Forums mobile app

Come off it Kevin what part of "I do not think P&O cruisers would offer the same welcome" is not negative. The poster of that comment never says anything which is not negative about the company.

Thanks everyone for all the recommendations. I have been to the Uk many times. And will be in London in May after a Transatlantic on the Independence of the Seas. I've also sailed the Queen Mary 2 twice. A friend wants to cruise Norway and the Britannia has such a sailing. I thought the Britannia would be nice since we just sailed the Royal Princess In December. Which we loved. I will have to do some more research before making a decision. I will call Va Ca to Go since they list P&O.

Sent from my iPhone using Tapatalk

BritishCruiser101

I mean, to be honest, P&O in a sense are not really geared to British tastes. I've been on 6 with them and wouldn't really fault them if I were from the US. On our most recent cruise on Ventura, there were actually quite a few Americans. Food - not very British. Indian, Chinese, room service, restaurant, buffet; food won't be an issue.

Go on - book Britannia - I've registered my interest and should :D:D:D be on a 7 nighter from Southampton :):):)

silver service

Just as a post script. I met two American gentlemen on a p&o cruse bound for Norway. They felt right at home. They also told me they paid HALF of the

Fare the rest of us Brits paid!!

chateausmith

go to P&O Americas which I believe is part of Vacations To Go......as of yesterday nothing listed for Britannia Cheers Chateau

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• P&O Cruises ( UK )

Which Travel agent or P&O direct????

By sammydo , March 27, 2012 in P&O Cruises ( UK )

Recommended Posts

Usually book with the same cruise specialist agent over the phone, but who do you recommend ???

I have been speaking to another c/s agent this year, who have been very helpful, and updating me with further info,...but not sure ..maybe too pushy ?? :confused:

Am i right in thinking that whoever i book with, the price and any special offers, eg) obc and parking will be the same ?? so would it be better to go direct to P&O ??

Who have you used and can recommend, (or Not ) and are they all much the same. Thankyou for any replies. :)

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That's what p & o would like to think,( & what should be happening) except they're constantly moving the goal posts to suit! If you book now you may find that they don't reward you later on and may come up with offers for new customers ( nearer departure time) such as book an inside get a balcony etc. pays yer money & takes yer chances I guess!!

We are finding that with our upcoming Fjord Cruise. After we booked it they started offering free coach travel to S'hampton. Now its free balcony upgrades!

If you want specific cabins or popular cruises / school hols etc, then booking well in advance probably the best. But if you aren't that bothered - hold your nerve and wait!

If your TA has given good service - stay with them! We book with our usual one who can give you other benefits if you are a member of a certain shopping org! Points we have gained with them have bought us a range of kitchen equipment and towels and bedding - all free! P&O dont do that!

Usually book with the same cruise specialist agent over the phone, but who do you recommend ???   I have been speaking to another c/s agent this year, who have been very helpful, and updating me with further info,...but not sure ..maybe too pushy ?? :confused: Am i right in thinking that whoever i book with, the price and any special offers, eg) obc and parking will be the same ?? so would it be better to go direct to P&O ??   Who have you used and can recommend, (or Not ) and are they all much the same. Thankyou for any replies. :)

This depends on if you are booking on the first day of the new brochure, which is not out yet but booking starts on the 21st April.

If you want a specific cabin then better go with a TA who offers a pre registration offer and has a good chance of getting you the cabin.

Otherwise there will be little to choose between the TA's and P&O.

If it is for this present brochure you need to do some homework and get quotes. I have heard that P&O will match any you get. Any very good offers come from P&O via the TA's. The TA's have little leeway now.

I have to book early and my preregistration is done.

Me to - my pre-reg is done and I expect my super TA to do their usual good work.

If your TA has given good service - stay with them!

I am interested in what 'good service' means in this context.

Although I generally book through one of the big on-line cruise specialists, at the end of the day I always choose on price.

Good service to me means I give them my cash and they send me an email to say it is booked. That's it!

I can't image what else they could do for me although maybe I have missed something.

I would love to know.

terrierjohn

I am interested in what 'good service' means in this context.   Although I generally book through one of the big on-line cruise specialists, at the end of the day I always choose on price.   Good service to me means I give them my cash and they send me an email to say it is booked. That's it!   I can't image what else they could do for me although maybe I have missed something.   I would love to know.   .

We need a wheelchair cabin and need extra info from the norm, eg in the bathroom we need the grab rails on the left hand side, so it's important that the TA is willing and able to chase this info up with the cruise line. We have found that TA's seem to get faster and more accurate service out of the cruise lines than we can direct, so once you find a friendly and efficient agent it 's worthwhile staying with them.

I think that in the bad old days travel agents were a local resource who would be quite likely to go the extra mile for a customer they knew and whose business they wanted to keep. The holiday or travel provider often didn't provide direct booking facilities.

Then TAs got big - very big. Not many of us these days pop down to our local independent, small-scale travel agent because not many of us have a local small-scale independent travel agent; it's all national companies now, some of which are in turn owned by a foreign parent. So there isn't the same link that there used to be with a local TA who would provide genuine service for their customers. At the same time the providers - cruise lines, in this instance - have opened up for direct bookings in a big way. And looming over everything is the internet, which is as radical a game-changer in this market as in any other.

We booked our first cruise through a TA because we needed advice about the different cruise lines, and we've tended to stick with that TA ever since. But with standardised prices and on-line booking - I'm not sure that I see any advantage in not booking direct with the cruise line these days, especially now that we're experience cruisers and know what to look for when we book. That's not what TAs want to hear, but that's the way things are today.

cruiseluvva

Our TA truly provides excellent service going severa extra miles, not just one. She books all sorts of services for us that we choose not to or can't book through P&O. She researches independent transfers, car hire etc etc

So far the prices haven't been beaten, but even if they were a little more expensive, I'd still use her.

• 2 weeks later...

Host Sharon

Sorry guys but please note it is against Cruise Critic guidelines to name and/or recommend specific travel agents. All threads doing so will be removed so please don't post any more like that. The OP just asked whether it was better to go with a TA or P&O direct.

LibraLass41

Does everybody get OBC? We booked with Thomas Cook and wasn't offered anything like that? Also is there any kind of P&O loyalty program? Like offers to book a couple of days earlier etc when you have done so many cruises with them?   Thanks very much as always :-)

The loyality club is called the PENINSULAR club and basically kicks in after your first 15 nights at sea... clever that so a 14n cruise which most start with doesn't gain you entry to the club . Have a look at the P&O cruises website for more info. After 15n at sea you get 5% discount off all onboard spend inc drinks and tours. When you have cruised for a long long time some higher tiers of the 'club' get priority booking when the new cruise brochure comes out.

For more about this subject read this Cruise Critic article...

Finding a Cruise Travel Agent

For more about this subject read this Cruise Critic article...   Finding a Cruise Travel Agent

Thats a very US slanted article. Does not really apply in the same way here in the UK

That is true, but there is nothing to stop anyone posting similar but UK based advice, just don't please name specific TAs.

theres not much difference now between uk T.A,S and P&O since the discounts were reigned in.

pity the only good thing that c.c could be useful for is like lepresy .

to get the best prices if you can leave it till the very last minute .

Gosh I've had two misdemeanour notices. Sorry that I mentioned a TA, didn't realize, but surprised at not being allowed to quote directly from P&O's own website. Never mind, we live and learn.

Have pre-registered for a cruise on Oriana - can someone who has been on her give me a quick opinion on C deck forward? I've not sailed on Oriana before.

Gosh I've had two misdemeanour notices. Sorry that I mentioned a TA, didn't realize, but surprised at not being allowed to quote directly from P&O's own website. Never mind, we live and learn.   Have pre-registered for a cruise on Oriana - can someone who has been on her give me a quick opinion on C deck forward? I've not sailed on Oriana before.

How far forward? We were in C148 in 2010 and found it fine. It had a bath with shower above. Lovely big window and the bedhead immediately below it.

Thanks so much, just about there, but probably an inside C150.

We've had a forward on C deck as well...the cabin was good but it was a long walk to the aft decks where it is nice to sit out....so for our next cruise we've chosen a cabin further aft so we can just walk a few steps to outside decks !! :)

Jenny, I would agree except that I've heard that the vibration is a lot worse nearer the stern. For that reason I have also requested the Peninsular restaurant, as on Artemis I had to leave dinner one evening it was going right through my chair!

• 7 months later...

Cracklin Rosie

Apologies for inadvertently breaking the rules, but the OP does ask the question requesting recommendations. I will ensure that I don't post a recommendation again

HomelessBear

Am i right in thinking that whoever i book with, the price and any special offers, eg) obc and parking will be the same ?? so would it be better to go direct to P&O ??   Although I am aware that TAs are not now supposed to be discounting cruises, by doing a bit of homework and asking for quotes, on every cruise I have booked bar one, I have got a discount from a TA. This has generally been a couple of hundred £s, so I would recommend you look around and see what you can get.   I don't have any evidence to prove this, but my experience has been that where there have been issues or problems on a cruise, a letter to the cruise company appears to get a better response if forwarded from a TA. This may not be the case, but just my opinion.   As the TA makes all of the calls to the cruise company and follows up any queries I have, this saves me spending ages on the phone waiting for an answer and listening to the constant music at certain times, and I can get on with working to pay for the cruise!   IMHO, a TA can be a great asset and if you can also get a discount for the cruise, then even better.

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