"P&O = Poor communication & Organisation"
Last night I arrived at 19.45 from Lausanne, Switzerland at the P&O Terminal in Rotterdam for the 20.30 sailing as per the documentation Direct Ferries had sent me. Whilst I was 43 min past the recommended time, I arrived 47 min before the actual sailing. Enough time to board an extra car. Provided the ship would still have been there.
At 19.43 I arrived at a closed terminal, with barriers down and "Closed" signs everywhere. Getting out of the car to find someone to speak with I met a friendly P&O security guard, Mr Jelmer Verbove who explained nothing could be done, because the ship had already left !!!!! I checked my mob phone nr I had given Direct Ferries, but could not find any communication from neither yourselves or P&O.
You did not put any phone numbers on the booking papers. Fortunately Mr Verbove called a colleague and gave me a P&O number that I could call a day later !!!!! He also kindly offered help with booking an unplanned overnight in a hotel. As I have friends in Delft, I called them instead. For a good bottle of wine EUR 25,- and EUR 40,- in extra travel, I could spend the night with them.
However, the prepaid overnight on Sunday night in the UK was forfeited at £70,-
At my friends place I immediately wrote to P&O to give feedback (as I do with you now) and a complaint about unacceptable procedures. I received an automatic reply which contained different tel nrs. One that could be called until 9pm. Dialing that number I got a message that this number was not connected !!!! From an official P&O e-mail.
This morning I called P&O and managed to rebook the sailing for tonight (Sunday evening). They also admitted there was a miscommunication because during the weekend the ferry sails at 19.30, whereas during weekdays the sailing is at 20.30
You can check in the information you sent me, that you communicated 20.30 at the contractually agreed departure time for the transport service of 20.30
This paid for service was not provided and there fore I kindly ask to pay for the costs of this misinformation & negligence to inform me. I propose you transfer GBP 150,- to Lloyds bank :
Name : Mr Johannes van der Loo
Acc nr : 61723168
Sort code : 30-99-80
This still leaves the fact that my planned 2 day holiday prior to going to Cambridge did not happen. For that reason I suggest to you to refund the total cost of the sailing. Please send confirmation for the refund then I will refrain from further escalation.
I also strongly suggest that you will amend proceedings and inform customers correctly about the sailings you sell to them.
Reviewed by Johannes who travelled with P&O Ferries on Pride of Hull