P&O Cruises has admitted there are “lessons to be learnt” in how the line communicates with agents after contracting a Maltese air carrier for some Caribbean fly-cruises.
The line struck a deal with Maleth Aero last month to supply charter aircraft for some direct flights from Gatwick and Manchester to Barbados and Antigua to take passengers to Britannia and Arvia from November 3 until March 23, 2024.
Unlike other airline partners, Maleth Aero does not offer premium seating or inflight entertainment. Many agents found out the news from customers, leaving them “on the back foot” to deal with complaints and cancellations.
More: P&O Cruises apologises to trade over flight charter issues
Robert Scott, vice-president of sales, marketing and brand at P&O Cruises, insisted the line followed the standard procedure of informing customers before agents, but said: “I do get it.”
He added: “There are lessons to be learnt to make sure agents are supported in future. These things matter to us, that’s why I’ve spoken to agents. We will work out the best way to [deal with this] going forward.”
Scott pledged the line would ensure agents receive “the right information at the right time” in future.
“I’d rather we didn’t find ourselves in this position, but we will continue to work with agents in terms of understanding some of the challenges we’ve faced together,” he added.
P&O Cruises is refunding premium economy seat customers the cost of the premium upgrade plus £75 onboard credit as a goodwill gesture. It is not refunding deposits in full.
But agents said bookings were still hanging in the balance, with the lack of premium economy seats and refunds causing the most concern. They fear chargebacks if clients cancel without a refund.
Travel consultant Malcolm Shearim, of Marken Travel, has 16 clients affected who all want to cancel. He said: “If clients pursue chargebacks, we will end up out of pocket.”
The Cruise Room director Robbie O’Grady said finding out from clients had “undermined agents”, adding that some customers had already cancelled and others were not going ahead with bookings.
P&O Cruises has said the deal was the result of a scarcity of pilots and aircraft and maintained Maleth Aero offered a “comparable” alternative to other airline partners.
Scott maintained the carrier was offering a “comparable” in flight food and beverage alternative to Tui, which is also offering flights on the same route.
He added: “We are not unique in experiencing global aircraft or pilot shortages. For us, we are incredibly pleased to secure Maleth Aero for the Caribbean season.
“We didn’t have that many options. Maleth Aero was the best one we could secure. We believe we are providing a comparable in flight food and beverage offering.”
More: P&O Cruises apologises to trade over flight charter issues