P&O Cruises has urged agents’ customers still due compensation for delayed flights from former flight partner Maleth Aero to contact the Civil Aviation Authority (CAA) as it revealed it is weighing its own legal action.
Henbury Travel managing director Richard Slater said one of his clients’ holidays had been “significantly impacted” by a 10-hour delay on a Maleth Aero charter flight during P&O Cruises’ 2023-24 Caribbean winter programme.
Attempts to obtain compensation have so far failed, leading Slater to call on P&O Cruises to step in, claiming it was “not acceptable” for the line to “dismiss responsibility for the negative impact” the decision to contract the airline had caused.
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P&O Cruises contracted Maleth Aero during the last winter season, leading to criticism over a lack of a premium service and subsequent delays. It later severed ties with the airline.
In a statement, it offered sympathy to the Henbury Travel customer, but said that any guests with outstanding compensation claims should pursue advice from the CAA.
A spokesperson said: “We are very disappointed that despite being legally responsible to do so, Maleth Aero has not paid some guests compensation under Regulation 261 for flight delays experienced by those guests when joining or departing from one of our holidays.
“The law exists to make airlines responsible and hold them to account for delays or cancellations incurred due to their fault, and therefore Maleth Aero must pay the compensation to guests and we would encourage it to do so promptly.
“Guests who are still waiting for compensation should contact the Civil Aviation Authority, which may be able to offer advice.”
The line added: “P&O Cruises no longer has a commercial relationship with Maleth Aero and will not be using the airline in the future. We have paid all monies due to Maleth, but we are looking at legal action to recover monies owed to us by Maleth.”
Slater urged P&O Cruises to work with Maleth to find a solution or offer clients a credit matching the value of the flights, adding: “We believe it is not acceptable for P&O Cruises to dismiss responsibility for the negative impact this decision had on our clients.
This approach not only affects the client’s overall impression, but could also discourage future bookings.”
Travel Weekly approached Maleth Aero for comment.