How to get a refund from P&O for a cancelled ferry
If P&O Ferries cancelled your journey, you're not left without options. European Union law protects your right to a refund or alternative travel. This guide will help you claim what you're owed.
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Your rights
Under Regulation (EU) No 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway, if your ferry crossing is cancelled, you have the right to choose between re-routing to your final destination at the earliest opportunity or a full refund of your ticket price. This right applies regardless of the reason for cancellation.
Step by step
- 1Gather all your booking details, including your booking reference, ticket number, and proof of cancellation (e.g., email or SMS from P&O Ferries).
- 2Contact P&O Ferries customer service directly. Clearly state that your journey was cancelled and you are requesting a full refund as per Regulation (EU) No 1177/2010, Article 19.
- 3If your initial request is denied or you don't receive a satisfactory response, escalate your complaint through P&O Ferries' official complaints procedure, reiterating your legal rights.
- 4If P&O Ferries still refuses to issue a refund, you can contact the relevant national enforcement body, such as the Maritime and Coastguard Agency (MCA) in the UK, or a consumer dispute resolution service for further assistance.
What they'll say, and your comeback
“The cancellation was due to bad weather or technical issues, so we aren't liable for a refund.”
Comeback, Regulation (EU) No 1177/2010, Article 19, grants me the right to a refund for a cancelled journey, regardless of the reason for cancellation. The cause of the cancellation does not negate my right to a refund.
“We can only offer you a voucher or rebook you for another crossing.”
Comeback, While I appreciate the offer, Article 19 of Regulation (EU) No 1177/2010 gives me the choice of a full refund, which I am requesting. I am not obliged to accept a voucher or rebooking.
FAQ
Am I entitled to compensation as well as a refund?
Regulation (EU) No 1177/2010 also provides for compensation in certain circumstances, typically for delays over a specified duration. However, the right to a refund for a cancelled journey is separate and generally absolute. You should pursue the refund first, then consider if you are also eligible for compensation based on the delay or cancellation details.
What if I booked my P&O Ferries crossing through a third-party agent?
Even if you booked through an agent, P&O Ferries remains the operating carrier and is ultimately responsible for your rights under Regulation (EU) No 1177/2010. You should contact P&O Ferries directly first. If they direct you back to the agent, inform the agent of your rights and insist they process the refund from P&O on your behalf.
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A self-serve tool, not a law firm. General information, not legal advice.